Complaints

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• Initial Complaint

  Date:04/22/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In February 2024 I contacted Ken Mays Plumbing to flush my water heater and look at a possible leak in my bathroom. On February 23, 2024, the plumber came to my home. He examined the bathroom briefly and said he thought I needed a new fixture. He then went to the kitchen to flush my tankless water heater. After some time he stated he could not flush the appliance because the plumbing would not allow it to drain. He said he would need to return to fix the plumbing and left. He did not give me a bill or ask for payment. I waited to hear from *************** for a return visit however never heard from then until I received a bill for $185 in March. The invoice date was 2/23/24, the date of service and the terms of payment stated payment due upon receipt with a 10% late fee after 15 days. By the time I received the bill, it had been 15 days since the date of service. I called them and asked why I was being charged when they had not done anything and was told because the plumber was there for more than an hour I had to pay them but it was less than I would pay if he had done the job. I pointed out if he had done the job I would be getting something for my money however they refused to adjust the charge. I brought them a check in person and told them I would not pay any late fee since I was not billed on the date of service. I should have been informed in advance there would be a fee if no work was done. I should not have received a bill with the service date as the billing date along with the threat of a penalty for late payment. Ken Mays Plumbing never contacted me for follow up and then refused to even adjust the charge although I told them I would not use their service again as I had several times in the past. This is deceptive billing practice and I am asking for my money back. Ken Mays Plumbing should be counseled not to engage in this practice in the future.

  

  Business Response

  Date: 04/30/2024

  To Whom This May ****************** my knowledge the service tech was sent to flush the water heater and found the gas line was blocking the flushing port from the water inlet. He then informed the client he would reschedule the appointment to relocate flushing port to an accessible location and complete job. The office misunderstood and thought the customer wanted to have another make the repairs and then call to reschedule the flushing of the water heater.
  
  Both the office personnel and the tech have been spoken to that this never should have happened and can never happen again. We do not make a habit of billing customers without completing a service.
  
  I will be immediately reimbursing the client and we are sorry for any inconvenience that the customer may have experienced.
  
  
  Sincerely,
  Ken Mays Plumbing, Inc.