ComplaintsforHerndon Services Companies

• Initial Complaint

  04/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was connected with Herndon Services on 2/25/2022 via my Home Warranty. They came to my residence to snake the plumbing. Upon first visit they stated that there was either a dense object or a break in the pipes and I would need a scope performed to find out a resolution. I attempted to call on 2/28, 3/1, and 3/2 as I had not heard from them again since they left with no response. On 3/4 I was able to reach them to find that my warranty was not going to cover. I explained that I needed my plumbing fixed and I would pay for the repairs and gave my card info to them as I had to pay before. They said they would come out and treat the blockage as a dense object to try and save me money, didn't work. I called back and paid for the scope and was charged $615, three separate times instead of once. On 3/8 a repairman was to supposed to be at my house at 7am. I called them because nobody had arrived at 7:30am when I left to which they explained he had finally arrived. I then explained that I was overcharged. The man apologized and said he would take care of it that day. The funds were not pending as a credit until the next business day. Upon this visit, we were told there was for sure a break. On 3/18 a two man crew was supposed to be at my house between 7am-12pm. Around 3pm, 1 guy showed up to snake the pipes from the master bathroom- I'm not sure why as a break had already been determined. I asked about the two man job and he said he was going to try this first to save me money. About an hour in, the man came to me and said yea, it's definitely a break- someone will need to dig. I called back on 3/29 to find out why I hadn't heard anything in nearly 2 weeks. The man explained they were short staffed and would call me back first thing on 3/30 at 7:30am when he got in to schedule. I still have not received a phone call and it is now 4/4. I've not had working plumbing in 2 of my 3 bathrooms for over a month and Herndon Services has been the worst experience I've ever had.

  Business response

  06/28/2022

  Business Response /* (1000, 23, 2022/06/28) */ The issue with Ms. ******* has been resolved. She had a plumbing issue that took us a while to get to but we finally got it repaired, Ms. ******* was satisfied with the services rendered. Dealing with Ms. ******* once we got to her job was quite pleasurable. She's a very nice person who just needed her plumbing repaired. Mike *****

• Initial Complaint

  03/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My garage door would not open because the spring on the left side of the garage door broke. HWA assigned Herndon Services to the claim. The technician arrived at around 3:30pm on 12/16/21 and left at 6pm without being able to fix the garage door. When he tried to open the garage door after he installed the new spring, the garage door pulled open tilted at a 45 degree angle about two feet from the ground. It was obvious he installed the wrong spring. It did not match the size, length and color of the other spring. He called his manager and they concluded together that they ordered the wrong spring and that both springs on the left and right side need to be replaced, not just the broken side. The technician and his manager were obviously clueless and inexperienced when it comes to repairing garages. The manager was the one who came to my home two days earlier on 12/14/21 to take pictures and ordered the new spring. When I asked them how they could order the wrong spring and only one spring when their conclusion was both springs need to be replaced, the manager got defensive and told me maybe another company should be assigned for the repair. The technician leaves a mess in my garage with the garage door cables completely unwounded from the door and on the floor. I attached pictures to show the cables were completely removed from the "drums" that they are supposed to be coiled around. I asked the technician if he was going to remove the wrong spring, and he told me he was not because he had enough and was leaving. Also, when I contacted HWA to report what happened, I found out Herndon lied about how I told the technician to leave. The technician left because he could not fix the garage door because the manager ordered the wrong part, and the technician did not even want to stay and remove the wrong spring he installed. It is obvious Herndon is a "jack of all trades and a master none" company who wants to get their hands on any job they can for the money.

  Business response

  06/28/2022

  Business Response /* (1000, 26, 2022/06/28) */ This customer was actually sent over from HWA warranty . We sent out a tech to repair the broken springs on the garage door. The tech got to the house started the repair and after being at the customers for les than an hr he calls the office stating that the customer was acting irate and telling him to leave her house because he was taking to long to fix her door. I called the customer to find out what was going on and she was telling me that he didn't know what he was doing because it was taking to long. I tried to explain to her that he had to not only remove and replace her springs but he also had to set the rollers and alignment of the door itself, she continued to say that she just didn't want him in her house anymore and wanted him out. I then called the tech and told him to leave. Consumer Response /* (3000, 32, 2022/07/13) */ No, the business' response does NOT satisfy my concerns. It is unfair that I filed the case on 3/10/22 and Herndon waited almost 4 months to respond to my complaint, and I had only seven days to respond to Herndon, so it would be only fair that this case is reopened. This Herndon is a scam and a fraud and needs to be held accountable for their actions. The reason why I am not satisfied with Herndon's response is because they were sent by HWA for my garage repair which obviously was a job that they were incapable of doing and yet Herndon tries to falsely blame me that the issue was I was irate and told them to leave. Herndon lies and falsely accuses me despite the fact that It was obvious that Herndon does not know how to repair garages: 1. The wrong spring was ordered by the manager who was at my home in the garage to take pictures a few days before the repair. 2. After almost three hours in my garage, both the technician and the manager determine via their phone discussion that not only did the manger order the wrong spring, but also that he should have ordered two springs. 3. The technician completely uncoiled and damaged the garage cables from the drums and the cables had to be replaced. This was an unnecessary expense I had to pay for due to their ridiculous incompetency. 4. There was definitely someone irate in this situation, and it was the manager who told me over the phone I should get another company to make the repair when I called him out for ordering the wrong spring, for ordering ordering only one spring instead of two springs, and for sending a technician who does not know how to repair garages. 5. Herndon was in my garage trying to make the repair for three hours and left at 6pm. However, Herndon lies and falsely accuses me of making the technician instead of accepting responsibility for the fact that they had to leave because they don't know how to repair garages and did not have the correct parts. Neither the manager or technician knew which spring they were to use and how many they needed until it was almost 6pm. 6. After the phone call with the manager, the technician told me he was leaving. I asked him if he was going to remove the incorrect spring he installed, and he told me " no". He told me it was late and he had had enough. 7. When Herndon falsely accuses me of making the technician leave, how much longer did Herndon intend to stay in the garage past 6pm when the wrong part was ordered, the wrong number of parts were ordered, and the technician told me himself that he "had enough" and didn't even want to bother uninstalling the incorrect spring? 8. I paid $555 for a real garage repair company to repair my garage. It took their technician 50 minutes to remove the incorrect spring Herndon installed, install two correct springs, remove the cables Herndon damaged and install replacement cables. My garage was fully repaired, and the technician was out the door in 50 minutes. Herndon owes me a refund of $75 that I paid for the repair through HWA. They also need to reimburse me for the $555 I paid to have a real garage technician to repair my garage. I paid HWA a monthly fee so that I would not be stuck with a huge bill when my house needs to be repaired. Because of Herndon I wasted $75 service fee for nothing and paid out of pocket $555. I fully expect Herndon to continue to blame me and refuse to reimburse me. They have a history of jumping between different homeowner insurance companies to scam and defraud homeowners of their money. They need to be suspended from BBB or else have an "F" rating to stop them from committing fraud and scamming more people. Please do what needs to be done to hold them accountable. Thank you for your assistance. ****** Business Response /* (4000, 35, 2022/07/22) */ As a response to this dispute, this is not a client of ours. We were fired by her HWA. This complaint needs to be filed to her HWA. The HWA charged a fee, we did not receive payment for the service we were contracted through the HWA. The fact that she used a independent garage door repair company and did not go through her HWA unfortunately has nothing to do with Herndon Services. We reported the incident to the Home Warranty Company. The HWA has all the details about the incident and what work was done. If we finished the job assigned by the HWA we needed more time past the 6pm mark that we were asked to leave on. Since the spring broke before our arrival, it jacked the garage up and we needed to replace pulleys, rollers and the last thing the tech was working on is the spring. We were told to leave and never come back, so the proper spring was never installed. I offer these details to resolve us of her accusations, but again, Ms. Sylvia's complaint is for her HWA who billed her. Consumer Response /* (4200, 37, 2022/08/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Herndon admitted to being fired by HWA. This is not surprising based on my experience and other reviewers on Yelp. Herndon's Yelp reviews back me up and show that Herndon does not give credible responses to my complaint. My complaint is consistent with the pattern of other reviewers' complaints documented on Yelp against Herndon: https://www.yelp.com/biz/herndon-services-irving-3?sort_by=date_desc The complaints against Herndon show a pattern repairs that are never completed. Herndon either ignore work assignments; or if Herndon shows up at all, Herndon does not complete repairs and disappears, or else as in my case cause more damage and more money to fix the damage from Herndon's incompetence. Herndon is not interested in proposing a solution and taking any responsibility. This has been obvious since I filed the complaint. Herndon is only interested in lying and deflecting. Herndon is dishonest, crooked, incompetent based on the numerous 1 star reviews received from Yelp. My garage is a normal garage repair that just needed to have both springs replaced. First, Herndon lies and blames me for the incomplete repair and damage. Now in the most recent response, Herndon blames my garage for the damage Herndon caused by trying to imply that it was a complicated, difficult repair. I want to reiterate that despite the fact that Herndon left a mess and damage to my garage, a real professional garage repair company was able to fix everything and be out the door in 50 minutes. Herndon had 3 hours to make a repair that they obviously do not have the knowledge or skills to make. The wrong part was ordered and the wrong number of parts were ordered and the cables were damaged. If Herndon had the knowledge and experience to take on the job, they would have ordered 2 correct springs. They left a mess and damaged the cables because they do not know how to repair garages. I am glad I exercised good judgement to not let them come back and cause further damage beyond what they did already. Please read what happened to other Yelp reviewers who let Herndon go back a second time. All they got was more damage and more out of pocket costs in the hundreds. I already filed this case with HWA, and I was told that Herndon is responsible for the damage and costs to fix my garage. I was told this is due to their contract under Texas law. I have not received a penny from HWA. When I signed up with HWA, I expected the company who accepted the repair job, in the case Herndon, to have the knowledge and skill to do the repair and not waste my time and money. Herndon could not do the repair and caused me to waste my time and money. They need to be held accountable. Herndon should be reviewed by BBB and not still have an A+ accredited rating which is ridiculous just based on the timeline of my complaint. I reviewed the timeline of my complaint again. They should not have an A+ raiting when they don't even respond for 4 months

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩