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:10/11/2023

  Type:Customer Service 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 contacted this company through my home warranty company. The issue was water on the basement floor. Having had an original opinion with which I did not agree, I desired a second opinion. Upon arriving at my home the plumber noticed a smell of sewer water but did not inspect for a leak in any sewer pipe. Once he was told what the first plumber said, he simply echoed that I was in need of a new hot water heater. Day 1
  
  While replacing the hot water heater, the techs discovered a leak in the sewer pipe, the cause of the sewer smell. Strangely, they said they would be back the next day to repair the leak and do so for free. I found it odd that they would do it for free but figured they realized the initial diagnosis of a bad hot water heater was incorrect and were willing to fix the real problem. Day 2
  
  They came and allegedly replaced a section of pipe in question. Day 3
  
  This morning, October 9, 2023, I went downstairs to water all over the laundry room again. A phone call to this company, and after some discussion, they sent over two guys, including the original guy. He admitted he originally smelled sewer water but couldn't explain why he didn't look for a sewer leak. He, and his partner, admitted when questioned, that the hot water heater they removed was not defective. His boss later denied they said this, but he wasn't there. They also told him that the piece that needed replaced was 12 foot. In actuality, it was 27". After a call from his boss, the boss hung up on me and engaged in a text chat. Bottom line, as with others, in the end he blocked me, after having initiated the conversation, never fixed the original issue and refuses to do so unless he is paid. Unfortunately, reading the numerous complaints against him, this is a pattern of behavior with this company. I'm sure he's going to respond and call me greedy, yada yada, when all I want is to have the original issue resolved and water off of my floor.

  Business Response

  Date: 10/14/2023

  We went to the customer's house as a 2nd opinion as stated. We found the water heater to be leaking as the problem, as well as the first plumbing company did. Our plumber has over 50 years of diagnostic experience himself. There was never a mention of sewer smell  on the first visit whatsoever by you or anyone from Murrays plumbing.,We installed a new heater, while the technicians noticed a secondary issue with a sewer pipe leaking and agreed he would take a look and do the minor repair of it while we were there as a customer service only.  Customer calls back and states the sewer line was still leaking, at this time we ask the homeowner to call his home warranty company and place a claim so that they would pay us for any further repairs, the customer refused to do this . He just kept insisting we do it for free , he became very rude while talking to him even threatened lawyers, at that point i informed him any further talk would have to be via text so i have a record of everything said between us.

  Customer Answer

  Date: 10/16/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: That was a nice choice of words. Your guy didn’t mention sewer smell on his first visit. On his last visit he admitted he had smelled the sewer smell. The second guys found the “real” problem and oddly volunteered to fix it for free. Upon not fixing it as part of your “customer service” you refused to completely fix it unless you got paid because your employees told you a 12 foot section of pipe needed replaced. Truth is, it was 27 inches and cost me $6 in 3 inch pipe to actually repair it. 
  

  All of the negative reviews this company has speak for themselves. I stand by the fact the tank didn’t need to be replaced. Replacing it didn’t take care of the water on the floor. Repairing the pipe as it should have been had your employees with allllll of their years off experience did an actual inspection, would have taken care of the issue. 
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:09/08/2023

  Type:Customer Service 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 a serious concern regarding my invoice. I requested a copy of my invoice, I did misplace it, 9/8 from Chentell. It was a photo of the invoice and not an actual copy. Also, there is a clerical issue with the date the service was provided. The date should be 8/18 but the date on the invoice is 9/18. I do need the invoice to get my water bill adjusted with Anne Arundel county. Considering the date of service is now in the future, I am concerned that the invoice will not be accepted.
  
  I talked to Chantelle again this morning to get the issue corrected and she stated that the invoice will not be corrected. She stated that the soonest she would be able to correct is another month when she is back in the office. This seems unacceptable. If a clerical issue was made, I thought it should be corrected. There was really no help provided by Chentell. I also asked if there was someone else I can speak to and she said that she is the only person that works there other than the owner, Raymond. Raymond is on vacation until another month in a half.

  Business Response

  Date: 09/15/2023

  This issue was resolved the same day. and the customer still filed a complaint over a wrong date. 

  I called this customer because she had another work order for our company to come out. I ask what the problem was, and she informed me she did not know that she wanted us to look over all the plumbing in the house to see if there were any more issues. I explained to her that her home warranty company only allows us to look at the things she calls in to be looked at, we are not allowed to go throughout the house to find more work . She advised she would be adding that to her BBB complaint. At that time advised we would no longer be servicing her work order. She called back so many times I was forced to block her phone number. 

  Customer Answer

  Date: 09/22/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The response is incorrect. I filed the complaint before the issue was resolved. It was actually after I informed them that I put in a report with the BBB when they sent me the updated document with the correction. It was in digital form and I did ask for that originally. She for sure told me she could not send the digital copy. I was also told that the only person to fix the clerical issue would not go into the office for another month. I asked to speak to a manager, there is not one and only an owner. I think his name is Ray. I was told that he would be out of town for an extended amount of time. Essentially, they told me they would not fix the clerical issue for a month and that it was not that big of a deal. For the original call for service, I did explain to my warranty company and the plumbing company that I did not know where the leak was coming from. The solution the warranty came up with was to put two separate items for Murray Plumbing to address. One for pipes and one for toilet. I have attached a screenshot from the warranty company of the services to be provided from the company on Aug 18. I did ask them to look at the pipes to check for an issue when the plumber quickly fixed the flapper. They did not and I just trusted that the flapper was the issue. The next week, the water company came out said it was not the issue and indeed stated the issue was in the pipes. I am sure that I asked the warranty company to include this in all of their notes and can possibly ask for copy if it is needed for this report. I did not add the additional information or second report to this bbb case until the company refused to come back out to do the actual pipe check after it was found the toilet was not the issue and Ray called and essentially screamed at me for filing the report. Please let me know if anything else is needed from me.  
  
  
  
  Sincerely,
  
  
  
  ***** ******