Complaints

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:01/16/2025

  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.

  ************ had been over to the house on 3 separate occasions to address a faulty zone valve. They eventually deemed that the full valve needed to be replaced, along with a section of pipe and fittings that would require water drained and several hours of work. They verbally quoted a price and did not include it on the written estimate. McClaren then sub contracted out this work and their sub contractor was at the home for 1 hour and did none of the work that was quoted. He simply replaced portions of the valve mechanism internals and did not replace the main valve body or any of the other piping or fittings which was originally quoted and still charged $500 for the work. The entire new valve price is $140 ordering online.We had a family member at the house at the time as a favor to allow the service to be done while we were at work and they cut the check not knowing what the situation was. Sub contractor cashed it immediately. Upon hearing what happened later that night, I immediately called a manager at McClaren and told him that replacing portions of a $140 part and spending 1 hour of labor was not equivalent to $500 worth of work. He told me he would look into it and has not returned any further phone calls or offered any updates or refunds. This was 5 days ago. We would also like to report the subcontractor **** ******** for corrupt business practices and dishonesty. He never provided an invoice or any written confirmation of what he did that day.

  Business Response

  Date: 01/16/2025

  In response to Mr. ****** ********* complaint,

  My name is ****** McClaren and I would like to respond to your complaint. I have spoken to my Service Manager to get some clarification on this matter. **** explained to me that there was a sequence of events which lead to the final issue, hence the 3 days of returning to your home. Please keep in mind we charge $159.00 for a diagnostic charge, came out 3 times to your home and never charged you.  We were scheduled to come to your home and replace the "Taco 571". Unfortunately that day our tech was out sick. The price you are stating for the "Taco 571" is from the internet, we do not buy parts off the internet. Actually, we did not buy the part at all, **** did. When we could not get out there we suggested a local plumber, friends of McClaren who has done a decent amount of work with us. You agreed,  **** set up a time to come to your home. **** left the housing of the valve, the valve housing just houses the internal parts. **** decided the housing was in good shape and replaced the entire internal parts, making the valve new again and fixing the problem. The price of $500.00 seems fair to me,  even if it did not I have no control over ****** pricing. If you would like to discuss further I am always available for my customers. We did not build a company with over 700, 4.9 reviews being dishonest.

  Thank you,

  ****** *. McClaren

  Customer Answer

  Date: 01/16/2025

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ****** *******

• Initial Complaint

  Date:08/07/2022

  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.

  Technician left water running on gas burner which caused radiators throughout the home to burst at the joints causing water damage to 2 apartments in the home. Second floor unit had the bathroom radiator burst at the joint causing the floor to be completely flooded, buckling the floor, part of the floor had to be removed at the warping of the floor caused the washing machine to be out of balance. Water from this floor was flowing down the wall to the apartment below, destroying the ceiling in that entry way, as well as a portion of the kitchen ceiling in that 1st floor apartment. Owner of McClaren gave his word that the repairs would be made. These repairs were more than a couple of hundred $ so it would have to go through his insurance, according to his project manager ****, and I was told/have a voicemail from **** saying "***** (owner) would make good on his word to get the repairs to be done. COVID hit and McClaren's resource for repairs was unavailable. I have reached out multiple times, by phone, text and email, including on their website under the "Contact Us" icon, but they continue to be ignoring/refusing to answer or even acknowledge all the messages, as noted in the upload documents. Both entryway ceiling and a portion of the kitchen ceiling need to be replaced and painted in the 1st floor unit. In the 2nd floor unit, the entire bathroom *********** to be replaced, vanity damaged by the water needs to be replaced and walls need to be painted.

  Business Response

  Date: 08/29/2022

  The above complaint is not false although there's a few damages listed above that were never discussed. My knowledge of damage was to a ceiling, but that's neither here nor there. We were trying to resolve this during Covid and its was very difficult. We also tried to coordinate the contractor and it just seemed like we kept getting postponed. Just for the record I am a man of my word. It was my understanding that the homeowner was going to get their own contractor because they were tired of waiting for the original. The damages that occurred was caused by our service tech leaving a water feed on, it was an accident and we take 100% ownership for the repair. One thing lead to another, days went by then months. I had not heard from the homeowner for a long time, I got busy and just forgot. We carry insurance for these unfortunate times and we will 100% use it for the homeowners repairs. I appreciate the opportunity to respond.

  Customer Answer

  Date: 08/31/2022

  [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 submitted by the business and have determined that the response would be acceptable, once there is a contract outlining all repairs to be completed, date the repairs will be completed by and the name of the contractor they will hire/employ to complete said repairs.  Once that is provided in writing, signed by all parties, this response does satisfy my issues and/or concerns in reference to complaint #********. I understand, and know, that ***** is a man of his word, which is why I chose his business for the services provided over the last 10+ years.  I look forward to getting us past this issue.

   

  Regards,
  
  *********************