Complaints

This profile includes complaints for Mike Williams Plumbing Heating & A/C Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Mike Williams Plumbing Heating & A/C Inc. has 4 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Mike Williams Plumbing Heating & A/C Inc.

  3225 E Clear Lake Ave Springfield, IL 62702-6207

  
• 

  Mike Williams Plumbing Heating & A/C Inc.

  303 E Pershing Rd Decatur, IL 62526-2430

  
• 

  Mike Williams Plumbing Heating & A/C Inc.

  1210 S. Main St. Bloomington, IL 61701

  
• 

  Mike Williams Plumbing Heating & A/C Inc.

  1414 S. Neil Champaign, IL 61820

  

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:09/11/2024

  Type:Service or Repair 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.

  On July 11th, 2024, I received a phone call from the city water department stating my water was continuously running and had been for the last 24 hours. I was told that I may have a leak and that I needed to call a plumber to come look into the matter. So I called Mike Williams Plumbing out of Springfield, IL and they had a plumber at my house the same day. He found that my back up sump pump, which is powered on water, was running due to my main sump pump going out. He told me it would cost $1670.00 dollars for a new main sump pump and the installation. I agreed to have this done. The following Monday, we had bad storms across central IL and our power went out that evening and therefore, our main sump pump wasn't running. I woke up to ensure the back up sump pump was running and it was not and as a result, our basement flooded, which resulted in water damage to my entire basement. I called Mike Williams to see what happened as it was running as intended prior to the plumber coming out and I asked if they could come out and look at it. The same plumber came to my house the following day and found that the valve was closed to the back up sump pump, so it was not getting water to power it. I filed a claim with their insurance as I am not liable for an employees (plumber) mistake and now they are fighting me on it, saying aren't able to determine who is liable because the plumber is denying he left it closed/didn't touch it during the installation of the new main sump pump. Nor I or my husband knew where this valve was, the plumber had to show me (on the ceiling on the opposite side of the room). **** **** Insurance (Mike Williams' Insurance) says this claim is still being invested but haven't been able to determine liability and told me to file a claim with my own insurance. I shouldn't have to file a claim for an incident I'm not liable for. I need this resolved as it has completely disrupted my family's lives.

  Business Response

  Date: 09/12/2024

  Thank you for forwarding this info to us. We've already notified our insurance company and they are working with this homeowner and their insurance company to make determinations and take care of this. Sincerely, *****

  Customer Answer

  Date: 09/18/2024

   I am rejecting this response because: After speaking with **** **** Insurance (Mike Williams' insurance company), they told me they aren't able to determine liability at this time. I have provided details on the incident multiple times, explaining that I am not at fault, and that the employee who came to my house did not walk back through his work, leaving the valve closed to my back up sump pump, which caused the flood in my basement. I believe they are wanting me to file a claim with my insurance, so I take the hit, and then have my insurance fight them on liability. Again, this is disrupting my families' life and needs to be addressed asap. 
  
  
  
  

• Initial Complaint

  Date:03/20/2024

  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.

  I have had a monthly membership program with them since 2020 or 2021. In September 2023, I had my heating inspection scheduled, took time off work and no one showed up. I called and I wasn't on the schedule. I finally spoke to someone later that day and my appointment had been cancelled. They offered me a credit of one month of my membership fee. At the same time, I learned I was eligible for a rebate from my electric company because I updated my electric by this business. In October 2023, I spoke to ***** **** for the rebate form. I never heard back from *****, followed up with her on October 22, 2023 and never received my credit. On Oct. 31, Nov. 22 I followed up with her and never received the credit or return phone call. She responded to one of my emails but never responded to any subsequent emails. Finally at the end of Dec. 28, 2023, I spoke with **** **** and he was immediately able to give me info on my rebate but still never got any assistance with my refund. I called again on Jan. 26, 2024, I spoke to **** again and said he felt it was not necessary to respond to me because that was all he could do. I called again on Feb. 2, 2024, spoke to ***** who basically ghosted me and she still could not help me. I don't want to talk to ***** or ****, so I talked to ***** about the refund I was expecting and she asked did I fill out the form. I told her I never received a form from her. She agreed to increase the refund to 3 months, I filled out the form and I am a paying member. We agreed to get my refund and cancel my membership. I have been charged again for my membership with them. I called again today and asked to speak to someone in the accounting department and spoke with **** again. He and ***** are the only people I can talk with about this, they never explained why I never got my refund. The customer service rep keeps telling me this is all they can do.
  They have treated me like I'm crazy for asking to speak with a supervisor. I continue to not get my refund, continue to get charged for my membership and can't speak to anyone to get my refund. They never mentioned I needed to fill out a form. My electric provider needs this company's signature to process the rebate.
  
  I would like a refund and to cancel my service with them.

  Customer Answer

  Date: 04/03/2024

  Shortly after I filed my complaint with the BBB, I received a call from the accountant at Mike Williams.  (This was not in response to the complaint; this was in response to the call I made to Mike Williams earlier that day that caused me to file the complaint).  She told me that she cancelled the charge that was pending on my credit card for the March membership charge and would be crediting me for the February membership charge that I incurred after I requested to cancel my membership.  I monitored the activity on my credit card and never received a credit.  I was on vacation, and when I returned home, I found that I had a check in the mail for the amount of the February membership charge.  The check had a note on it that said "Sorry for the confusion."  It is not clear to me if the company thinks this provides resolution to the matter, but it does not.  I was offered a refund of $59.70 on 2/2/2024 due to the customer service issues I had been experiencing over the preceding months and I still have not received that.  I have attached the letter I sent to **** ***** on 2/2/2024.  I have also attached follow-up communication I sent her via email.  I received one brief response, but it did not resolve the situation and then she stopped responding to my emails, same as she did in the fall.  As you can see, the last email communication I had with **** was on 3/4/2024.  I followed up with a phone call on 3/20/2024 during which I was still unable to get assistance and that is why I filed my complaint with the BBB.  Today, I received a call from Mike Williams.  It was **** and she was calling to schedule the AC inspection that is part of the membership.  I told her I cancelled my membership.  She said she could not see that in the system and I would have to call the customer service line to confirm that.  While we were on the line, I also told her I had still not received the refund that she offered me on 2/2/2024, and again, she told me I would have to call the customer service line to follow up on that.  This did not make any sense to me because **** is the person I told that I wanted to cancel my membership and **** is the person who offered me the refund and **** has told me she is the head of the customer service department.  Every time I call the customer service line, I end up talking to her or **** ****, both of whom have not followed through on helping me resolve my issues, and I am always told there is no one else to talk to.

  Furthermore, today I learned that I do not qualify for a rebate offered by my electric provider because the AC unit that was installed at my house last July is only a 15 SEER unit despite the quote I signed in advance of installation stating they would be installing a 16 SEER unit.  I have attached this documentation as well (quote compared to the final registration certificate).  Mike Williams flat our LIED to me about the efficiency of the unit they installed in my home.  As a result, I believe they should be willing to offer me a partial refund of the price of the unit that was quoted to me since that is ultimately not what I received.  

  Business Response

  Date: 06/03/2024

  I apologize for this. I can help resolve this issue for ***** *****. **** is no longer with the company and this has fallen through the cracks. Please have ***** ****n contact me directly on my cell phone ************. It looks like her membership is still active and our accounting person is out of the office today. I will have more info tomorrow and if ***** can call me I may be able to sift through and help sooner. I look forward to talking soon.

• Initial Complaint

  Date:09/21/2023

  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 want to cancel my contract and cease receiving service from Mike Williams. The cancellation requirements take advantage of the customer and are unethical. Over one week ago, I attempted to cancel over the phone and was told my contract was cancelled. But on September 17 I was charged again. When I called today to follow up, I was told cancellation over the phone were not allowed and that I would have to sent in something with an ink signature. So, effectively, I was lied to when I called to cancel the first time.
  And aside from that, being forced to write a written letter is a ridiculous requirement in today's world.
  I want a refund of the two $19.90 charges to my card from September 17, 2023, and my account closed.

  Business Response

  Date: 10/05/2023

  We asked for a signature for contract cancellation for his service plan. The service representative was trying to let him know that he needed to send that in for cancellation. He hung up before we could give the mailing address or email address. He reached out via email then and our manager reached back out to him.

  His subscription has been cancelled. 

   

  Customer Answer

  Date: 10/11/2023

   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, since they have decided to cancel my subscription.

• Initial Complaint

  Date:09/07/2023

  Type:Billing 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.

  A new water heater was installed October 2022, about a week ago the pressure relief valve broke and started leaking water. Repairman was out this morning, acknowledged the relief valve was the issue and it was covered under warranty since it was less than a year old. After installation of new valve, I was presented with an invoice for $99 dollars, supposedly “warranty service”. If the water eater was under warranty why was there a charge?

  Business Response

  Date: 10/05/2023

  The charge is a warranty paperwork processing fee that is charged by the supply house. Even though the parts are covered under warranty, there's a processing fee that is paid to the supply house. 

  Customer Answer

  Date: 10/05/2023

   I am rejecting this response because:
  Any fees regarding the provision of warranty work on a product recommended and installed by a company should be the responsibility of the company that recommended and installed the equipment. Charging $99.00 and saying it’s to cover cost of paperwork is really unacceptable. If the Mike Williams Plumbing company are unable to stand behind the equipment and installation services they perform then they should make that information known upfront. This would allow customers the ability to make the decision to continue prior to being blind sided and charged for warranty work on equipment recommended to the customer. 
  
  

• Initial Complaint

  Date:08/23/2023

  Type:Billing 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.

  I had gotten some work done for a plumbing issue and they told me about their VIP Plan. It sounded like a good idea so I signed up. I had to sign up for 6 months minimum. My first payment was made in Jan 2023. At the beginning of June, I thought the 6 months was up, so I called to get the plan stopped. I was then told, I could not cancel until after the July payment, which made no sense, but I wanted it cancelled. They then told me I had to send them in writing to cancel this. I thought this was crazy, so the person I spoke to said he could email me a form letter to sign. So I had him do this. When I got the letter, I was surprised by the wording, It was basically saying that I agreed that they had taken care of my issue and it also included what my refund would be. I didn't feel right signing this because they had done nothing yet, stating the account could not be cancelled until I signed this. I did sign it, but I wrote in the following statement - I am requesting to be removed from the VIP plan effective July 2023. I returned to **** ****, the person I was corresponding with. I emailed them a few days later and asked if everything was taken care of but did not hear anything back. So, imagine my surprise when I checked my credit card account and see a payment was taken for August. I contacted the company on August 21st and explained the issue. The receptionist said she would forward the message. I received a text from them asking for more information and then they told me that the person who would be working on this was out that day, but they could see it was being worked on. It seems to me that no one is working on this. I sent another text today to find out the status of this and they said they are still waiting on the cancellation letter. I asked who the letter was coming from, but they haven't responded back. I am not asking a lot, I want the plan cancelled and I want my $19.95 back that was just taken.

  Business Response

  Date: 08/25/2023

  There is a 6-month minimum for the $19.90 contract because a
  discount was received when signing up for membership on the initial work being
  done at the end of December. January-July is the 6-month window of time. **** started
  in May and was very new, so he did send the wrong letter (Refund letter) but it
  wasn’t anything malicious and we were willing to accept the signature there to
  cancel. We notified customer on 2/9/23 that the credit card given was declined
  for payment for this plan for the February payment via text included in the
  attached images of the text conversation. February payment was never paid. The
  credit card was again declined in June for the payment and was never updated
  because she called to cancel in June as she stated and was told that she wasn’t
  eligible until July, but the June payment was never received either. We were
  only able to process transactions in the amount of the 6 months’ total payments
  as agreed upon. We did respond and even stated as soon as we did receive that
  letter we would cancel and investigate if a refund was owed. Since only 6
  payments were received, no refund is owed. If she had sent us the cancellation
  letter via email as requested on 8/21 and again on 8/23 it would have been
  resolved immediately. In fact, yesterday we did locate the letter that was sent
  and the contract was cancelled as shown by the attachment with the cancel date.
  We were assisting her and actively responding to all questions posed. I hope
  this resolves this issue as that is all that we wanted and were working with
  the customer to fix. 

• Initial Complaint

  Date:07/02/2023

  Type:Billing 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.

  Last October 2022 we had a pipe in our basement start leaking. We have ******* **** *********. A portion of the service should have been paid for by *******; however, they were unable to distinguish the charged amount for the coverage we had. We made multiple attempts to work with Mike Williams Plumbing to resolve the issue and have a detailed explanation of charges. Without this information, we are completely unable to collect from our Home Warranty. They told us more than once they never detailed the information; which is unusual as we truly do not know what we paid for each service provided. Then there is a discount only if you sign up with their membership and pay for so many months. At the time they needed the money at time of service, so we signed up as we were not prepared for this repair as we have a Home Warranty. The tech was ****** which we are pleased by his work; however, that fact that they cannot break down the bill for us doesn't seem like good business because now we do not know if they took advantage of us. All we want is a break down of the services provided. I will upload the invoice. Thank you in advance to your assistance in resolving this issue. Thank you, ***** *** ***** *****

  Business Response

  Date: 07/06/2023

   We will talk to the home warranty company on behalf of this customer to try to help them if that would resolve this.

   

  Business Response

  Date: 07/06/2023

  We do not work for home warranty companies; we collect payment
  at the time of service from the homeowner which was explained to the customers
  at the time of booking the service. If they wanted to ensure it was completely paid
  for by their home warranty they could have contacted them prior to allowing us
  to begin work. We also do not itemize our pricing. We can provide upfront pricing
  prior to beginning work because our prices are all inclusive for parts, labor
  and warranty. We are not a parts and materials business, so we do not track
  them. We have a no surprises guarantee which states that the price will not
  change after we begin work because we give that upfront pricing. This means
  every customer pays the same for the same work even if it takes us longer than
  expected so they are not penalized. It is our business model. They chose the pricing
  prior to beginning the work and agreed upon it and we performed the work for
  them. This work was done 9 months ago as well so what they have on their
  options sheet is the same we would give them now. We also have told them this multiple times. We are sorry that the home
  warranty company wouldn’t cover our work, but we don’t work for home warranty companies,
  so I am not sure how that puts us at fault in this situation. 

  Customer Answer

  Date: 07/17/2023

  
  I have read the response from Mike Williams Plumbing Heating & A&C.  We are fully aware they do not work for ***** Warranty.  We were unaware our Home Warranty would require the itemized statement.  We were hopeful that Mike Williams Plumbing would understand the need for the itemization.  We did call and they told us they do not have time to itemize or don't normally do that.  At the time of service, we paid at time of service with the knowledge that ***** was unable to get assistance for a few more days.  I have difficulty believing they are so unwilling to assist with a simple need.  Has this complaint been closed?
  
  Thank you,
  
  ***** *** ***** ***** 

• Initial Complaint

  Date:06/29/2023

  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 CALLED MIKE WILLIAMS CO. OF BLOOMINGTON-NORMAL ON 6.28.23 TO FIX 2 LEAKY FAUCHETS IN MY HOME. THE RECEPTIONIST WAS KIND AND SAID SHE HAD AN OPEN TIME FOR A SERVICE TECHNICIAN THAT DAY TO COME TO SEE THE PROBLEM.
  AT NO TIME DID SHE TELL ME THAT THEY WOULD CHARGE ME $99.00 USD TO COME AND GIVE A QUOTE.
  THE REPAIR ESTIMATE WAS $650 FOR TWO LEAKY FAUCETS, PLUS URGING ME TO ENROLL IN THEIR "INSURANCE WARRANTY" PROGRAM, AT $765.00 TO $1,735.00 AND/OR THEIR MONTHLY $20.00/MONTH PROGRAM ALL OF WHICH I DECLINED.
  THE TECHNICIAN THEN PRESENTED ME WITH A $99.00 BILL, WHICH I OBJECTED TO AS NO WORK WAS PERFORMED, NOR WAS ANY QUITE ACCEPTED. HE STATED HE HAD TO DEMAND PAYMENT BECAUSE THE OWNERS TOLD HIM THAT IS THEIR POLICY. SINCE HE DID NOT SPEAK CLEARLY i GAVE A CHECK FOR $90.00 WHICH HE TOOK, AND I ASKED HIM TO ADVISE OWNERSHIP OF MY OBJECTION, AND TO LEAVE THE PREMISE.
  I AM A RETIRED PRESIDENT OF A SMALL PRIVATELY HELD $100M COMPANY, KRAUSE CO. OF HUTCHINSON , KANSAS, THUS EMPATHETIC WITH SMALL COMAPANY ACTIVITIES, AND BELIEVE THAT WHEN NOT ADVISED OF A CHARGE IF I DID NOT ACCEPT THEIR PROPOSAL IS AT BEST A BAD BUSINESS MODEL, AND POSSIBLY IN VIOLATION OF REGULATORY OR STATUTORY REQUIREMENTS FOR THEIR CONDUCT.

  Business Response

  Date: 07/03/2023

  According to the complaint filed, the customer claims that he was not informed of the $99 service call fee during booking. However, I pulled the call recording and this is simply false. It was clearly stated the $99 service call fee at the time of booking. I tried to attach the call recording directly but it was too large of a file to be attached. I have attached a one drive link, however, I am not sure if you will be able to access that either. We are more than willing to share the call recording with the customer to show where he was informed and agreed to the $99 service call fee via email if he chooses.

  ************************************************************************************************************************************

   However, to show good faith as a company who values our customers no matter what, I have attached documentation that he can sign to receive the $90 back. I do ask with this refund that he does not post negative reviews about our company as we followed what was stated in the call during booking and that he would agree to amend any negative reviews that have already been submitted. 

  Customer Answer

  Date: 07/03/2023

   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. The statement of the service fee was for work performed, not specified for a quote not accepted. Return of the $90.00 is an equitable settlement.

  ******* ** *****

• Initial Complaint

  Date:01/21/2023

  Type:Service or Repair 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.

  My father is being charged $16.50 a month for a service contract for his home that has been sold. The contract is for ****** ********* ** **** ******** **** ****** ** ****** ** *****. We first tried to cancel said contract 3 years ago when he was placed into a long term nursing care facility. I have currently left messages for them to contact me for more than 6 months, with no return call (As a call service always takes a message). At this time, I formally request that the monthly service charge be terminated effective immediately. I feel that they are praying on the elderly knowing that they will not fight this minimal charge. I am his power of attorney and have the authority to monitor his finances such as this fraudulent charge. I made contact when the house was sold in July of 2022 and request a refund in the amount of $115.50 from July until the current charge in January. If no action is taken, I will be contacting the bank to stop this fraudulent charge and will also file a police report. Thank you for your time and consideration.

  Business Response

  Date: 02/06/2023

  We were last at Thomas’s resident and performed work on 01/08/2020
  for customer as part of the maintenance plan (attached). There is zero record of
  customer’s daughter contacting us 3 years ago to cancel the membership. The
  first call that we have record receiving from our answering service is from a
  ***** ********* on 09/15/22 where we gave them instructions on how to cancel
  the contract with us, all that we require is a handwritten signature as we are
  audited by the Illinois Department of Insurance (call trail from our answering
  service also attached). We have yet to receive the cancellation letter. As you
  can see by each call note on the account attached, we reached out via phone multiple
  times to reach customer so the claim about no return call is not accurate. We
  did get another call from our answering service from **** on 1/19/23, however,
  as you can see from attachment, it was a hang up call so there was no information
  provided to us as a company as to what the call was in regards to and she did
  not provide an address for us to locate the account. We put a note on the
  address that her phone number was tied to, which was **** ****** *****. We are
  more than happy to assist with the cancellation of the contract and are certainly
  not preying on the elderly as we have hundreds of customer who love our services
  and continue to use them. We are even willing to provide a refund of the
  membership from September-now as that was the first contact to cancel the contract
  that we have record of. If the customer would please sign the attached paperwork
  to show cancellation of the contract and refund of $16.50 for 5 months
  ($82.50), we can resolve this.

  Customer Answer

  Date: 02/07/2023

   I am rejecting this response because:
  
  This information is not accurate as I spoke with someone again last year to cancel the contract and the credit card. Credit card was cancelled but service was not. I called twice since beginning of January and spoke with an after hours service person twice and was never called back regarding this. There was not a hang up call, i tried to contnue to call to follow up from my call a week prior in which I received no call back. Verbal cancellation not written should be an option but since this was never told to us it was not able to be utilized. ***** ********* calling Sept 2022  should have been the call that service was able to be terminated at but that did not happpen and the company created more obstacles to cancel instead of issuing cancellation at that call. The property that this service has been paying for has not been in our posession for 3 years. 3years!!!! This is supposed to be a contract in which regular maintenance is done in exchange for the fees it is obvious they were not doing the charged service work if the property was no longer in our possession. That maintenance contract was also not being provided while my eldery father lived in the house and it was not caught that payments were still being withdrawn until Sept of 2022. This is where the elder abuse accusation comes into play. You were charging for services that you were not providing in the form of annual inspections and the company continued to direct withdrawal money with no service. The company has been contacted multiple times despite what their false records are showing and they continue to create obstacles to cancel service. This company is not reputable. 

  Business Response

  Date: 02/08/2023

  We can only speak in regard to what we have record of on the account which is what we shared with the phone calls taken and made from the customer's number on the account. Since it is a contract that requires a signature to enroll, it does require a signature to cancel as well. Some people's family members try to cancel their contracts without their knowledge or permission so we do not accept verbal cancellations which every person in our offices is well aware of. We have to follow contract guidelines established for us by the Illinois Department of Insurance as previously stated. We do require a signature from the original contract enroller or with a POA document and/or death certificate, we can accept a signature from someone who is the POA on behalf of the customer for their safety. It is a process that takes less than 5 minutes to complete via smart phone and email so it is not an obstacle established to prevent cancellation. We did perform maintenance in January of 2020 as shared in the previous response. We also shared every phone call we made to ******** provided number to try to schedule the maintenance visits between 2020-2022 as well. It is similar to a gym membership, if you don't use the membership you are not entitled to a refund of unused services. The difference is we call to remind customers to schedule. Putting that aside, we offered to cancel now and offered a refund from September from the call from ***** as a sign of good faith. Not all customers want to schedule maintenance every year, some love the plan for the discount it gets them and as a backup in case of emergency so there was nothing to catch as far as payments go. We have an A+ rating with the BBB and high ratings on our Google sites because we do take good care of our customers. We have offered to cancel the contract and refund $82.50 since September 2022 with the signature as previously stated. We can increase the refund back 1 year's worth of membership if that would make you happy, that is $198. In order to send the refund and cancel the contract, I do need to have a signature for auditing purposes. I am not sure how to proceed further because no alternate option or solution has been presented to us from the customer in response to the offer we previously made. We are more than willing to work with you, we just need to know how to resolve this and move forward. 

  Customer Answer

  Date: 02/09/2023

   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.  Please mail me the cancellation forms to sign 

  **** ********* *** *** ****** *********
  
  **** ****** *****
  
  ******* ** *****

• Initial Complaint

  Date:11/07/2022

  Type:Service or Repair 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.

  The issue was self-diagnosed, but they would not come out without charging $99 fee, and would not give any sort of estimate over the phone. He was here 5 minutes, and agreed with my diagnosis then went to the car to create paperwork.
  
  The only offers they gave were as attached. Almost $500 to repair a $10 wax ring seal, and that price would not include them standing by their work. To get a one year warranty I would have to pay $200 more. Those prices could be slightly reduced if I paid $20/month to become a member. These are horribly shady practices at way over-market value prices…but no way to know until you’re already in too deep.

  Business Response

  Date: 11/09/2022

  I listened to the call when we booked the appointment, we did inform customer of the service call fee prior to sending out the plumber. The call is attached for reference. We do upfront pricing in the home once we have laid eyes on the problem to make sure that we cover all potential fixes to the issue and get a complete solve. However, we do offer an Apples to Apples Price Match Guarantee if the customer is concerned with the way we do our pricing, that is always an option to find a company that offers: Licensed, background checked and drug screened technicians with the same level of warranty and guarantees we do price match. We also offer a 100% satisfaction guarantee if that is what the customer is wanting as well. Our service call fee is told upfront before we ever come to the home so that it is clear and known. It covers our licensed technician's time, gas to drive the truck to their home, the time to diagnose the issue and present solutions that can be completed same day. Our prices are based on an average for labor, parts, overhead, insurance, etc. and is an exact price prior to beginning work so that there are no surprises or room for price discrimination. We do not claim to be the cheapest in town, but we are a union shop that backs up our work and protects our customers with our numerous guarantees. We are willing to waive the service call fee if that is what will resolve this issue and if the customer had reached out to us with these concerns we would have resolved it the same way. Ultimately, we are in the service business and will absolutely waive that fee if it is what will make the customer happy. Please have them sign the form attached form as well so that we can have it for our records to mark this as resolved. Thank you!

  Customer Answer

  Date: 11/09/2022

   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.