ComplaintsforMr. Holland's Home Services, LLC

• Initial Complaint

  09/19/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Inquired with this business to get a quote on replacement of a plumbing stack in a home. Spoke with a representative from that business and per our phone conversation made it seem like the service to come out and quote would be charged only if we decided to move forward with the business not just solely for the quote. This would have made sense as mostly all businesses give free quotes. After I received their quote which was upwards of $17,000 I waited until I got quotes from the other plumbing businesses I reached out to. The other plumbing businesses quoted me under $2000 for the same work. Then I found out no matter what Mr. ********************** were going to charge me the $178.30 for a quote which originally I thought would have been on the invoice only if I decided to move forward with the quote. This is terrible business as their quote had no reason to be that extremely high compared to other plumbing business for the exact same work and feels very much like a way to garnish income without doing the work.

  

  Business response

  10/12/2023

  We extend our sincerest gratitude to you for taking the time to provide us with your feedback. We would like to take this opportunity to clarify our billing procedure for every call. It is our standard practice to bill a dispatch fee, which is then applied to the job if we proceed with the repair work. Please accept our apologies for the oversight in communicating this to you earlier, and we have taken the liberty of issuing a refund for the dispatch charge. 
  
  Additionally, we would like to confirm if the scope of work we quoted aligns with the quotations provided by other plumbers. We have attached all the relevant supporting documents for your review. 
  
  Once again, thank you for bringing this matter to our attention, and we hope that the refund we have provided will meet your satisfaction.

• Initial Complaint

  08/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The only pleasant part of the entire experience was the tech, ****, who came out to determine the problem with our ac unit. He was friendly and professional. However, it was way beyond the promised time that a tech was expected to arrive. We were promised 5:30 and nobody came until almost 9 PM. I understand problems can arise at the previous job, but we were never notified. Our entire night was wasted waiting for someone. **** diagnosed the problem and a part needed to be ordered. This part failed due to the negligence of the tech that came last year; using a temporary fix rather than fixing it correctly. We were told it shouldn't be long to get the part and it would be covered by them because of the circumstances. That was Monday 7/31. We waited for communication on a time frame for the repair. By Wednesday we heard nothing so we called. We were only told the part was ordered with no delivery date. It's unbelievably hot and humid outside and the temperature inside was 82+. We have pets in our home all day and could tell the heat was alot for them. Fans were purchased in the meantime. We did not want to waste more money on a window unit when our ac was still under warranty. It's less than 3 years old. I called again Monday 8/7, we were now 1 week without air. I spoke with ******, who was incredibly short with us and rude. Tuesday, we contacted and asked to speak to someone higher up. They had all parts except for one. Again, no date on when this would arrive. It's now been almost 10 days without ac and no resolution in sight. Now we are having another company with the parts very readily available coming to fix our unit. We also have the club membership, which is pointless and a waste of $270. We have no plans to use this company again in the future.

  

  Business response

  09/07/2023

  Please accept our sincere apologies for the poor communication from our team. I understand that we did not help resolve your issue and didnt provide the level of service that youve come to expect. We have refunded you for the membership and  want you to know we have used your experience in our the client satisfaction process to be sure we dont make this mistake again. We hope you will allow us another chance next time you need service. Thank you for your feedback.

  Customer response

  09/07/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ************************************
  

• Initial Complaint

  06/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  8/6/22 ***************** replaced an air conditioner/thermostat Residents have a learning ability of 5 yr olds-Capable of letting them in/not understanding details. I am 3 1/2 hours away so couldnt be there. They called me when done - said they told ******* how to use & left the manual. Call if I have problems. Tried every time I was visiting to hook it up to my cell phone. It would ask for a PIN Looked through the manual & online Nothing. Since there was no problem adjusting the temp I was patient When it got hot, the air conditioner wouldnt work without a pin (which was preset) A neighbor works with them but couldnt fix it. I called Mr * 3 times, told them exactly what the problem was. I needed the pin, didnt want a service call for something I could do. They just kept saying they needed to look at it to see what the problem was. Said there wouldnt be a service charge if it was an installation issue 6/6/23 man came out. Called me, said the pin should have be in the book but wasnt. *e had to call the company to get it-took 15 min.- ***** $91.30 for the ******************* fee. I told him I wasnt happy -didnt give permission to bill my CC I called the company to complain. Was told ****(?) would call me back in a few days Waited a week. No call but Cc was billed and a credit for about $85. Called after 1 week. Was told a message was left, they didnt know what # was used- I got no message. Said I was given the refund because they overcharged me when they didnt give me the member discount. She will have **** call me. Still no call I feel I was unable to get the pin with info/manual that was given. They represent the manufacturer it so should provide the preset pin or tell me how to get it. I became involved when my aunt died, a caregiver stole tens of thousands of dollars. Trust is huge-I trusted ******** Mr * bought them out Took advantage of the situation by explaining to someone who obviously couldnt understand when installed & not giving me needed details

  

  Business response

  06/22/2023

  Hi *****,

  Thank you for taking the time to leave us feedback. We value our customer feedback and want our customers to be satisfied with the service that they receive. We are sorry to hear of your recent experience. We were reviewing our account and we have refunded you back for the correct service fee charge. We also have confirmed that our team member, ****, had contacted you a few times to resolve the issue. ************** had discovered that the thermostat issue was not related to the install. For a technician to come and diagnose the issue of the thermostat, it requires time to diagnose the issue and drive time. We appreciate you reaching out to us and please contact our office for any further questions **************. 

  Thank you, 

  Customer response

  06/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  1.This is not a repair issue and never has been. Nothing was broken. I have stated from the beginning that the problem was that the needed information to properly use the thermostat was never provided. What information that was provided upon installation was given to someone who is obviously cognitively delayed and the manual did not provide the needed information.

   2.The thermostat issue was related to the install, because we were not given the pin nor had the ability to find it with what we were given. Even the technician said it should be in the manual, but couldn't find it and had to call the company.   If he knows what he is looking for and can't find it, how are we supposed to?

  3.**** HAS NEVER TALKED TO ME!  I was told she left a message, but they didn't know what number she called.  I said it wasn't my phone.  When I was told she would call me back, I emphasized she should use my landline which has an answering machine. There was no messages on my cell phone or my landline. There was ABSOLUTELY NO CONTACT FROM ****. If she confirmed that she contacted me, even once, she is lying.
  

  4. I told them exactly what the problem was. There was no need to diagnose anything.  It could have easily been solved if someone from ***************** would have told me that the company needed to be called, rather they insisted that a technician had to come out which WAS A LIE. I called three times and said I know what the problem is.  I never was able to talk to anyone but the person who answers the phone and she told me right out, I just pass on messages.  What he did could have been done in the office, not to mention I could have and would have done it myself. They offered no help whatsoever because they wanted the service fee.
  

  5. ***************** says that this was not an installation issue.  By installing it, they represent the company and should be giving the client the tools to use the equipment upon installation. I am not saying it was installed wrong, I am saying the job was not complete because we could not use it with what we were given. The info we needed was not in the manual they left AND they told  me to call if I had any questions/issues.  They didn't say CALL SO WE CAN COME OUT AGAIN TO PROVIDE THE INFORMATION WE DID NOT GIVE YOU THE FIRST TIME!

  6. I told the technician I was not giving permission to bill my credit card.  He said someone had to sign just to confirm he was there. That was a lie.  He had the neighbor sign stating he agreed to pay.  He knew darn well the neighbor was not the customer and responsible for the payment.
  

  7. The fact that they overcharged in the billing shows their lack of integrity.  They can't even get that right when they have all the info on file and would have greedily accepted the over payment.
  

  8. It is clear that this company practices the policy that we will avoid the client until they stop contacting us.
  
  Regards,
  
  *********************

  

  Business response

  06/26/2023

  The refund has been issued to the customer. 

  Any further questions or concerns, please contact our office at **************.

  Thank you! 

   

  Customer response

  07/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [on June 28th **** did finally contact me and said they were issuing a refund. I asked if it would go on the credit card because the tenants were handicapped and couldnt read. She assured me it would go on the card. As of 9:30 am on July 7th no refund has been issued on my card
  
  Regards,
  
  *********************

• Initial Complaint

  11/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had a thermostat issue and we knew it was a thermostat issue. (When the baseboard heating kicked in, it would activate the a/c fans -- not the a/c, just the fans.) Hollands tech arrived with his own ideas of what the problem was. He would not listen to my wife who insisted it was a thermostat issue. Instead, he wasted an hour of our time checking every other conceivable thing (and babbling on about politics). Then he wanted to sell us a new thermostat (ours is 6 months old). He also said we needed a new boiler (we have a communal boiler with other condos in the building). Finally, after an hour, he checked the thermostat like my wife told him to, and there was a switch in the wrong position. He flipped the switch, and that solved the entire problem. Then he charged us $412 for the one hour of "service". We complained to the company and asked for a partial refund. Company refused to budge; they said wasting an hour of our time plus a $412 charge was "appropriate" for flipping one switch! We want a $200 refund (the trip charge was $170, we agree to pay that, plus a little extra) and we want an apology from the company.

  

  Business response

  12/12/2022

  Hi ******, 

  Our management team has spoken to you regarding this complaint. We appreciate you letting us know your thoughts. We are sorry to hear the pricing did not meet your expectations. Our pricing is not only based on our technicians time to come to the home to thoroughly diagnose the issue, determining the work that needs to be done, materials needed, and more. it is part of our procedure when we arrive at a customers home to thoroughly look at the entire system to make sure that we are giving an accurate diagnosis. ************** that was at your home is a qualified technician who has been in the field for over 20 years. With the increase in prices due to inflation throughout the entire *************, we know how important it is to do what we can to ensure we deliver quality service while keeping our pricing reasonable for our customers. We greatly apologize again that the pricing didn't meet your expectations. If you would like to discuss further with our team on this, please contact our office at your earliest convenience **************. 

  Customer response

  12/12/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

  ********************* refused to make us any kind of offer in response to our reasonable request for a partial refund. There is no offer for us to respond to.
  

  We did not contact ********************* for a generic analysis of our entire heating system, so we should not be charged for something we did not request. The boiler system in our condo is common property and it is not ours to repair.

  We specifically told them to examine our thermostat because we knew we were having a thermostat issue. After wasting an hour of my wife's time (at our expense), he finally looked at the thermostat and realized a switch was in the wrong position. He said, "I WAS WRONG", and flipped the switch, which solved the entire problem. But only after ignoring my wife's requests for an hour -- and then he charged us for that hour. The technician was only trying to pad his paycheck at our expense. The entire experience was a deliberate, pre-planned ripoff.

  For the company to back up their contractor like this, and make no offer of any kind to compensate us, indicates that ripping off customers is ********************* company policy and not the contractor's own whim. No one should ever do business with this company.
  
  Regards,
  
  ***************************

  

  Business response

  12/28/2022

  Hi ******, 

  A refund has been issued. Please keep an eye out for the refund being sent your way. If you have any further questions or concerns, please contact our office at **************. Thank you. 

  Customer response

  01/03/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  No apology was issued but the long-delayed refund is appropriate. Customers should be very careful when doing business with ********************** to make sure you nail them down on a firm price before they start upcharging you or wasting your time at your expense. The BBB was instrumental in securing this refund and they are the ones I have to thank.
  
  Regards,
  
  ***************************
  

*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. ↩