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:05/28/2024

  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.

  They came out to fix broken my drain line. I spoke to *****. I was told I would only be responsible for my deductive. They did not give me a break down of prices and labor or what the insurance company would be responsible for. I went back and forward with insurance company and with H**3533323730323234H. H**3533323730323234H hung up on my insurance agent. They changed their invoice. My insurance disputed their invoice. They paid 6k. They are trying to charge me 10k. I don&#**;t feel owe them. I believe they inflated my charges based on what my insurance agent told me.

  Business Response

  Date: 06/17/2024

  On February 22nd we were called to this customer's home to give a second opinion on a drain line that was broken under the concrete floor. Our camera technician confirmed that she did have a broken pipe under the concrete floor in the kitchen and gave her a  bid of 4,372.23 for the following work "This would be to jackhammer down at base of this copper kitchen drain line under concrete floor to be able to assess how long this section of broken cast iron is, we can not get a camera beyond the base of this stack at the 90 degree sweep going under floor to fairly assess this line." She agreed for us  to do the work at this price. Upon breaking open the floor and cutting into the pipe it was determined that the bottom of the cast iron pipe was rotted away and we would have to continue to jackhammer the concrete floor further across the room and replace more pipe to get to a pipe that we could connect to that was not rotted. We spoke with the customer at this point and informed her of this and reminded her that we were initially unable to assess the entire length of this line due to the initial break and us not being able to run our camera through the line. We gave her an updated bid and got her permission to proceed with the work.  We completed that section of the work and was then able to run our camera further down the line and found another section of piping that had the bottom of the pipe rotted away under the concrete floor in the next room. We gave her another updated bid of a total price of $10,755.04 to also jackhammer in the second location and replace that section of rotted pipe. We got her permission to proceed with the work. We jackhammered the concrete floor in the bathroom and replaced the rotted section of piping thus restoring flow to the kitchen drain line. We then back-filled the excavated earth and replaced the concrete flooring. We never told this customer she would only be responsible for her deductible. She had informed us that she had filed a claim with her insurance company. We spoke with an agent from her insurance company and informed them the price of the job was $10,755.04 and we sent them photos of the work as they requested.  This customer came into our office and told us that the insurance company had requested some specific language on the invoice in order for them to pay for the work. We updated the invoice to include this language which breaks down the amount of labor for each section of the job and the amount of materials charges. ** See attached Invoice.** I have included the Payment Summary attached to this account. This customer has paid us a total of $7.000 and still owes us $3,755.04. I do not know how much she received from her insurance company. 

  INVOICE PAYMENT SUMMARY
  Total Invoice     $10,755.04
  Payment #******     8 Apr 24 | Card     $500.00
  Payment #******     22 Apr 24 | Card   $500.00
  Payment #******     6 May 24 | Card   $3,000.00
  Payment #******     7 May 24 | Card   $3,000.00
  Amount due     $3,755.04

  Business Response

  Date: 06/17/2024

  Submitting invoice

  Business Response

  Date: 06/19/2024

    I wanted to let you know I was able to go back in our recorded phone calls and found a call from 4/24/24 from ************************* and her insurance agent ***** to our office manager. During the recorded conversation both ***** and ***** acknowledged that the Invoice was for $10,000.00. At one point ***** said no matter what the insurance does we will get paid the $10,000.00. Now she is trying to say we changed her invoice and are charging her more than she agreed to pay. This is incorrect. The only changes made to her invoice was to change the wording on the invoice per her insurance agent during that recorded call. If you would like to listen to the call, please call me at **************. Thanks, *******************, General Manager, MasterTech Plumbing, Heating and Cooling.

   

   

• Initial Complaint

  Date:02/28/2023

  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 or around January 11 2023, MasterTech Plumbing was hired by ******* ************* ******** next door to me to fix a drainage problem. This requires them to cut into the ************* ******** parking lot and use equipment to dig down to drainage pipe. In doing so, MasterTech came onto my property tearing up a portion of my driveway. They refuse to fix it stating it's the ******* ************* ******** responsibility yet it was MasterTech's backhoe equipment that tore up my driveway. They nor ******* ************* ******** were given permission to come onto my property. I had to move my car as they were blowing asphalt onto my car. When speaking to the ************* ******** they said it's MasterTechs responsibilty. MasterTech states it's ******* ************* ******** responsibility.
  I just want it fixed as it should have been in January. Here we are heading into March and neither company has repaired the part of my driveway that was torn up. I do have pictures of damage but are unable to upload at this time.

  Business Response

  Date: 03/10/2023

  We did work at ******* *********** ******** office next door to this person's home. We cut across their parking lot and dug up and replaced their sewer line. We did not dig up this persons driveway, however there was some dirt from the excavation that spilled over into her driveway. Her driveway is gravel with grass growing through it in spots and has been somewhat neglected. The ******* *********** ******** raked the dirt out of her driveway and put down straw in an attempt to satisfy this customer. I have attached 2 photos. One showing the driveway and the adjacent parking lot where we worked and the other showing the straw that was put down in the driveway. We do not believe that any further action needs to take place and the ******* *********** ******** have stated to us that they have done all that they are going to do for this person. It is my understanding that they have since erected a privacy fence to separate themselves from this person. Please see attached photos. Thanks, *****.

   

  Customer Answer

  Date: 03/11/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  It doesn't matter that my driveway is old. They were not given permission to be on my property. ******* ******** have not put up a privacy fence nor are they going too as it will not fix the area Master Tech tore up but block my vision from entering & exiting my driveway. Plus, I don't think the city will them to put up a fence down to the end of the street. ******* ******** did throw grass seed & straw on the area torn up but that only covered up dirt, small amount of gravel & concrete that was originally there. No one is taking responsibility to fix this small area in a timely manner.  ******* ******** had no authority to give Master Tech permission to come onto my driveway in order to fix their drainage problem.
  
  
  
  Sincerely,
  
  
  
  ***** *****

  Business Response

  Date: 03/15/2023

  I have attached the two photos again. I will also email them. Thanks, *****.

   

  Customer Answer

  Date: 03/21/2023

  There was no good faith to do anything. They blamed ******* ********. Didn't call as requested before coming to my house to discuss the matter & possible solution. I wasn't home when they showed up due to family emergency. I'm unable to upload pictures due to low memory. I can mail them and will.