Complaints

This profile includes complaints for Mike's Mobile Screen & Chimney Service's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Mike's Mobile Screen & Chimney Service has 2 locations, listed below.

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  Mike's Mobile Screen & Chimney Service

  9912 Business Park Dr Ste 175 Sacramento, CA 95827-1731

• 

  Mike's Mobile Screen & Chimney Service

  8130 Lorraine Ave #312 Stockton, CA 95210

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/13/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 October of 2022 my husband contacted **************** Service to get our pellet stove repair. On 23 Nov 22 the technician came to our home and cleaned and inspected the fireplace We paid $595.00 for that service. The technician told us that we needed a new ignitor. We agreed to the order and paid $1,705.00. to order the part.I called several times to get an update and was told that the part is on back order. On 20 Dec the technician came out to install the part but it was the wrong part. In Feb 23 installed the ignitor and it worked for 1 day.Then I was told I needed the motherboard which was an additional $1.500.00. On 8 Feb 23 the technician came out again an installed the motherboard now nothing is working I can't get power to the unit. I called on 2 Mar 22 spoke with ************************* *************) and requested a refund, but was told I would not get a dime He also told me that I needed a new insert and could provide me with a quote. My husband passed away in January of this year so I guess now I'm an easy target. We paid good money for this service and got nothing.I want to get back the money I paid and want nothing to do with this company. I have to find someone else that can to the repair that is a good person and don't take my money for nothing.thank you for your assistance

• Initial Complaint

  Date:01/02/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  I am trying to sort out some issues with the charges on my credit card. I recieved a service, per invoice #********, on 12/26/22 and I was charged $420. On 12/27/22, I called and spoke to ******* and wanted to cancel any further service from your business. Per your contract, I have 3 days to cancel with no consequences. I asked ******* if I owed any more money than the $420 I had already paid, and he said no. He said I was completely settled up at the $420 I had charged on my credit card.On 12/29/22, I realized my credit card had been billed $590. I called ****'s and spoke with a female. I explained to her that my credit card had been overcharged and she directed me to ******* since I had already been dealing with him. I received a call from ******* shortly thereafter on 12/29/22 around 11am. ******* could not explain why I was charged $590. I checked my credit card today, 01/01/23, and the charge is still there for $590 and no corrections have been made.It is my understanding that all phone calls are recorded. I want this matter thoroughly investigated and I want my credit card charged back to the original agreed on price of $420.

  Business Response

  Date: 01/17/2023

  Hi there!
  

  I have been handling this situation with the customer outside of the ******************** messaging system, but I will recap everything both for the customer's records and for the ********************'s.
  

  I called ***** the day after we received the complaint. After researching the situation, it was clear what had happened. The original quote for the job completed was $570. We have a policy to provide customers needing gas fireplace repairs over $1000 with a $150 discount. After *****'s appointment, she chose to move forward with the repairs and therefore received this discount.
  

  When ***** canceled the repairs, this voided the discount. The dispatcher she spoke with was a very new employee, and misunderstood this policy, telling her that the $420 she would have paid was still the final amount. Unfortunately there was also a small error on our end and the amount charged to her account was $590 instead of the agreed upon $570.
  

  This is when the complaint was filed and brought to my attention. I went over these specifics with ***** and apologized for the inconvenience. I also had her refund processed that day and sent her an email recapping everything we discussed with a timeline for her refund and screenshots of the confirmation in addition to the invoice that now reflected the correct amount as having been charged on our end. This all occurred on 1/3/23, and the confirmation has been attached to this message.
  

  On 1/9/23, only 4 business days after we sent her refund, I followed up with ***** to see if it had come through. ***** informed me that she had not seen her refund. I let her know that we were still outside of the typical window that I had already gone over with her, and to let me know if nothing showed up in a day or so.
  

  A few more days went by and ***** reached out on 1/11/23, and we agreed upon me sending out a check that day. We had some severe logistical issues (such as problems with our power) during the storms, and so we had to cut the check the next day (I have attached a photo of the check with the date 1/12/23 on it).
  

  The check was sent out to ***** on the 13th and it was confirmed to have arrived by *** on 1/14/23. I have attached a screenshot of this confirmation as well.   
  

  I was not aware that it had arrived yet, and so on 1/15/23 I reached out to ***** to apologize for the delays and offer to also send her a giftcard for the inconvenience of the entire situation. This was sent to her today.
  

  As she has been refunded and sent a secondary reimbursement for the trouble, I feel that this matter has been resolved. 
  

  Please let me know if I need to provide any other documentation. I have the remainder of the emails, and plenty other documentation of the situation if needed. Thank you!
  

  
  

  Customer Answer

  Date: 01/17/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.