ComplaintsforMullen Plumbing Heating & Cooling

• Initial Complaint

  05/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The DO NOT guarantee or warranty their work. ASK THEM! They love to SPECULATE on what your problem COULD BE instead of actually fixing your problem. They like to give you excuses on why they can’t fix the issue, Instead of actually fixing the problem! What Bad business in such a small town. The DO NOT guarantee or warranty their work. ASK THEM! They will come to your house and charge you more than anyone in the valley and then they love to tell you the WORST possible scenarios INSTEAD of actually fixing the problem. I have a loud voice and it will be heard. I Had the “Mullens experts” or rather their 20 year old kids out SIX 6 TIMES for a clogged sewer drain. Cost over $3000. And Each time they came and poked a hole in the clog, got a trickle of dye to come through after 10 minutes and Considered it unclogged and wrote: “no warranty on drain cleaning” on all statements. I have several receipts that I will provide and more information. Use someone else! Save your money! I heard “these old pipes in Kanawha city”, “the line must be collapsed and broke”, “it’s stopped up at an elbow and we can’t get through ”, “oh it’s a grounding rod” and oh maybe it’s roots.” It was just a clogged drain all along that they failed to fix but caused me so much stress and grief. They wouldn’t even review the clog footage that I paid them to complete. I plan to file a complaint on behalf on others similarly situated in Kanawha county.

  Business response

  05/25/2023

  I'm writing this in response to Ms.********* complaint.  After reading her complaint I reached out to discuss with her what her concerns were.  I felt we had a good conversation and she was able to express where we could've performed and communicated better through a tough situation.  We both seemed to come to an agreement that we would as a courtesy fix a section of pipe where another contractor had driven a grounding rod through it when performing an electrical service.  Once they removed the grounding rod we came back out and completed the repair.  She has been provided pictures to show the completed work.  At the time of our discussion Ms ****** told me that by us doing this repair this would satisfy her and that is what our goal is.  She has been a very loyal customer and we would like to keep it that way.

  Customer response

  05/25/2023

  I voiced my concerns with the company and they made it right to keep my future business. Glad we were able to get it resolved. I’m happy with the repair. 

• Initial Complaint

  03/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We asked for the company to provide plumbing for our New dishwasher, since the home was not plummet for it. I have received a call from a technician, after missing his call 3 times, I got a hold of the technician. He told me he circled the house 3 times ( he only went past the house once, was standing outside) and told me he called 5 times (which they only called 3 , can provide picot proof). After they came back to the home around 1:30 I ask them to install plumbing for the dishwasher, he went to his truck for 20 min, and came back with the the parts for installation. I had to miss work to wait for the technician for 30 min since he was on his lunch break, and now I waited for 20 min while he was at his truck looking for the parts to install in the kitchen. After 10 min he told me he was done, and thanked him for the work, after that he said it would be $307 so I assumed it was everything that we needed. I paid and left back to work. When I got back to the house, I looked at what was done, and he charged me for a 6in drain connector for the dishwasher and didn't even plum up for the water. What I am complaining about it, how rude the individual was about the matter, and charged me $307 for not even finishing the job. the technician was rude and I think they charged me that much, because they wanted to.

  Business response

  04/18/2022

  To whom it may concern:
  
  On 3/30/2022 we received a complaint from a customer and the BBB.  Our customer was not happy with the service that was performed.  We contacted the customer to see what we could to do to make them satisfied.  The customer had a simple request to complete the agreed upon work to be able to hook up their new dishwasher. On 4/1/2022 the additional work was completed and customer was happy.  We followed up from the office with a call on 4/11/2022 and received a response that the customer was satisfied and happy on 4/13/2022.  We do strive to hit our mark on every interaction with our customers but seemed to come up short on this one.  We appreciate the opportunity to make it right.
  
  
  Sincerely,
  
  *** ******
  
  President
  
  Mullen Plumbing Heating and Cooling

  Customer response

  04/18/2022

  [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 would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  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. ↩