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:01/26/2024

  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 10/09/2023 I contacted AB May to repair my Goodman furnace as a bronze service plan member. The bronze service plan offered by AB May states the company provides system checks and includes a 15%-member discount on non-covered repairs or services.
  AB May provided an invoice stating “furnace control board is not sending proper voltage to furnace di motor preventing sequence of operations to proceed and therefore preventing furnace from heating. Board will need to be replaced to become operational again.”The invoice lists the part description as 90% furnace control board with the part cost being $1285 plus the service fee of $75 bringing the total cost to $1360. I contacted my home warranty company, to file a claim for reimbursement for this repair. I provided ARW Home with the AB May invoice, furnace photos, and diagnostic report form filled out with all detailed information regarding the failure of the control board and the part replacement provided by AB May. AB May provided the following replacement part: White rogers integrated furnace control, part #37-6739B also listed as Goodman part ********** . I called AB May to request an itemized receipt and I never received a call back from AB May. I called multiple times. I never received any communication .The home warranty company clarified that although AB May charged me $1285 for the part, the exact part replacement is listed on multiple websites with a cost of $95-100. Therefore, the home warranty company cannot reimburse the $1285 for the part. I would like to know why i was charged $1285 for a part that is listed for $95-100. Choosing to not provide an explanation of charges or a resolution to this matter is not good customer service.

  

  Business Response

  Date: 01/26/2024

  ** ********** 

   

   My apologies you are dealing with this frustration. We are a flat rate company, we do not provide itemized statements.  Even though the part may have been found by your home warranty company that would not include the labor for us to come out and install. We also provide an estimate that you must sign off on before the work is performed. 

  Hopefully this helps with understanding our invoices.  

• Initial Complaint

  Date:09/20/2023

  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.

  Contacted A.B.May for help with an abrupt decrease in household water pressure. They sent *** ***** to investigate the issue. I assumed J.T. White was a plumber. We followed his first recommendation of replacement of all first floor copper pipes and a new water softner (unnecessary but ** insisted). Cost of $6139.00 applied directly to my credit card to include a monthly fee for a home warranty. We were told the re-piping was complete but the pressure problem persisted. ** then demonstrated that our 3 year old water heater was slow to drain due to calcium build up. He recommended a new water heater (at another multiple thousand dollar charge) and asked if we wanted our passive hot water circulation replaced at a cost of an additional two thousand dollars.
  Looking at the work performed we realized that the copper pipes for our passive hot water circulation system had been removed yet NOT REPLACED. We opened the drain from our water heater with a faucet opened the heater drained with appropriate force. We believe A.B.May instructed ** to engage in deceptive business practice by performing the hot water heater test with the water under pressure lock by leaving faucets closed.
  We declined the new water heater. ** recommended the replacement of two faucets at a cost of $241.00 (we were allowed to purchase a new faucet for installation in our kitchen). Pressure problem persisted. ** reset the water pressure regulating valve from 40 psi to 70 psi. This re-setting of our original valve resolved our problem. We had to contact the company for receipts of our cc payments. For second day's work instead of $241.00 ABMay charged our card $955.00
  We have made numerous documented calls to ABMay without a return call. A permit was never filed with the City and an inspection never performed. The replacement of the copper piping was performed illegally by not being permitted and may not be to code. The only thing that resolved the issue was resetting the original pressure valve.

  

  Business Response

  Date: 10/03/2023

  Hello, So sorry about the late response. We have refunded the $714.00 and hope that this reflects the value we stand behind. We are sorry about this inconvenience. Please let us know if there is anything else  

  

  Business Response

  Date: 10/04/2023

  Hello *****, 

   

  We are going to send you a refund of $376.00 for the permit, service fee, and work that charged. Please kindly accept our apologies.

  Customer Answer

  Date: 10/11/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  AB May has not informed me that they house warranty has been cancelled and the monthly fee for warranty cancelled.

  A refund “for the permit, service fee, and work that charged” is non-sensical. I don’t know what this statement means nor how they came up with the sum of $376.00

  It is unfair to assume that after charging me $6139.00 for unnecessary pipe replacement $376 will absolve AB May of the fact that their employee failed to take the basic steps to find the cause of our low water pressure. Then after selling us a six thousand dollar unnecessary re-piping which did not fix the water pressure problem AB May refused to return our calls nor did they reply to our e-mails for twenty days. 
  

  AB May has fixed the water pressure problem by replacing our pressure regulating valve - the ONLY work that was ever necessary. They have refunded the $714.00 they OVERCHARGED our credit card for work to replace a faucet at $241.00 but charged $955 and which also did not fix our pressure problem. They did have someone come out and replace the pipes for the hot water recirculating system that were removed at the time of “repiping”. 
  
  The passive hot water recirculating system still does not work and we can get no explanation as to why (PEX doesn’t work as well as copper? Or??).
  

  After all of the financial and emotional stress AB May has caused me as a disabled veteran on a fixed income I would like a fair refund of $3050.00 which is half of the cost of the unnecessary work and supplies. A written assurance that the home warranty and its associated monthly fees have been cancelled. And some assurance that AB May understands how this error occurred and has made changes to prevent such a scam from being perpetrated on other senior citizens.

  
  
  
  Sincerely,
  
  
  
  ***** ********

• Initial Complaint

  Date:08/25/2023

  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.

  I recently needed to have my home re-piped. After getting several estimates, I chose AB May to do the work, primarily because I know others who have had positive experiences with them. The were not the lowest bid.
  The work was scheduled, but after waiting all day, no one showed up to do it. Instead, I got a call very late in the day wanting to reschedule for the next day and promising me a $150 discount if I would agree, which I did.
  However, instead of the promised discount on the work, I received only $75 in “AB May bucks”, which they made sure I did not receive in time to apply to this work and which I am unlikely ever to use. I am also having trouble getting the signed Lien Wavers that I have requested multiple times.
  I WOULD LIKE TO HAVE THOSE LIEN WAVERS AND THE PROMISED $150 DISCOUNT REFUNDED TO MY CREDIT CARD OR BY CHECK.

  

  Business Response

  Date: 08/28/2023

  Thank you for reaching out to AB May with your concerns. I did some research on your account and did refund the $150 on your work and also had the Lien Waiver mailed out today. You should get these both by the end of the week. Please let me know if you have any questions

• Initial Complaint

  Date:08/23/2023

  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.

  AB May began using a deposit system that was explained as being necessary for any service quoted over $1,000. This was surprising at first because we had multiple projects over $5,000 with no deposit, but it was not a problem.
  
  The service ended up being delayed several times so we decided to just cancel and find someone else. Again, not a big deal as we will just book the service somewhere else.
  
  I canceled the service on 7/29 and assumed the deposit would be refunded. 8/7 rolls around and I call back to check and you have to actually request a refund to get your money back. I asked for a refund then and was told it would take about a week. The next call gave an estimate of 10-12 days.
  
  It is now 8/23 and the company is still saying it is in process. No estimate was given this time. This isn’t just bad customer service but theft from a company that is holding money from customers that they have no right to hold.
  
  $900 is not an amount that I can manage to lose because of AB May’s lack of concern for their customers. I can’t book another service to repair our home after a storm until I get this money back and they genuinely do not care

  

  Business Response

  Date: 08/25/2023

  Hello, my apologies for the late response. After reviewing your account the refund has been processed and issued . You should get it within 24-48 hours depending on your bank. There was some research that was involved so we apologize for the delay. We do our best to take care of our customers. Once again so sorry for the inconvenience. 

• Initial Complaint

  Date:06/16/2023

  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.

  I bought a Rinnai tankless hot water heater from A.B. May in November 2018 and it has a five year warranty. It started erroring and not working properly late last summer and A.B. May was able to replace the malfunctioning part. However, the same problem/error code started occurring again in early May. The company sent someone out and he said they needed to order a part and it would be in by the end of the week. They never called me back so I called them the following week and the customer service person said a member of the plumbing team would call me; they never did. After calling week after week and no one returning my calls, I finally demanded they fix my hot water heater and was very stern. They sent someone out last week and they added an air line to the outside to vent it, but it did not fix the problem. I reached out to the technician and he never responded. I called A.B. May again on Monday and told them they need to replace the unit as it is under warranty and they have not called me back. I finally called today demanding to speak with management and they said they would have someone call me, but so far no callback. So here I sit with a tankless hot water heater that will not work and has not worked properly for almost two months, A.B. May won't fix or replace it, and the warranty is going to expire later this year. This is the worst company I have ever done business with and the fact they won't even make an effort to call me back is completely unacceptable. At this point, I want the water heater replaced per the warranty or they can give me my money back since they obviously cannot fix it.

  

  Business Response

  Date: 06/20/2023

  A.B. May has agreed to replace the unit under warranty. It is scheduled for Friday, June 23. Our plumbing install supervisor will make sure there are no other issues that could be preventing the unit from working properly. Thanks for the opportunity to address your concerns. 

• Initial Complaint

  Date:06/02/2023

  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 May 10th I called AB May to take care of a sewer backup in our basement since I used them before to do some other work. They came out and tried to clear the clog but were unable to because the house had a house trap on the sewer line. They said it would be $3700 to replace the trap so they could fix the clog. I agreed and they proceeded with the work. After removing the trap they still were unable to clear the clog and said the sewer line was most likely broken. They tried to locate the line and when they determined it was under our carport they recommended a new line out to the main. They quoted me an additional $23,000. I told them that I wanted to have others look at it because they were not able to actually see the problem and the price. They said they would not fill the hole in the basement open so that it would not need to be reopened and left. I had another plumber come out and when they got here the hole was filled with water, toilet paper, and feces. They asked me to go upstairs and flush the toilets. Sure enough one was not connected to the pipe AB May reconnected to the outside. The second plumber had to repair what AB May did and was able to clear the clog and repair the sewer line.
  
  I called AB May a few times and left messages asking for my money back because they were unable to clear the clog to determine the actual problem and negligent in that they caused damage that needed to be repaired and left a toilet drain open into the house. It's been a couple of weeks and I am not getting anywhere with them.

  

  Business Response

  Date: 06/09/2023

  Thank you for the opportunity to address your concerns. We apologize that a pipe was left disconnected. We were unaware that was the case and surprised not to hear of it sooner. Although we did not have the opportunity to review or correct that situation, we are willing to provide a refund as requested. 

• Initial Complaint

  Date:05/25/2023

  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.

  Called AB May for a service call as my water heater stopped working. Technician came out on 5/23/23 , gave estimates to replace as my current unit was 17 years old. I selected a tankless water heater with a service warranty total with install was $ 6331.50, I paid with an AMEX and he said 2 technicians would arrive later and do the install. They did arrive and proceeded, we discussed scope of the work and they were still working when I left at 2:02pm for work. I provided my garage door code and they promised to call when they left. No call came and I was concerned, at 6pm I called AB May and spoke to ****** about the situation. She assured me she would contact installers and have them call me. No call ever came. As I work as a courier, I was 2 hours away and concerned about the security of my house and safety of my pets, so it's a serious issue. When I returned home , I realized they were gone. I expected a permit to be at the work site, there was none. I also realized they had been in my bed room and Master bath, I did not authorize that nor was anything discussed other than the work on the lower level. At no time time I give consent to the other parts of the house. Subsequently I realized they had left debris on my driveway, damaged my down spout where they installed a new vent pipe, left an old piece of gate laying face down in yard. So I called the office on 5/24/23 to request a conversation with a person in authority, the name I was given is Paul Brown. This is well over 24 hours later and no one has called me. The technician issues need to be addressed, but the real fraud is charging me for a permit, that was never applied for. I wonder how many thousands of times they have done that, hoping no one will notice. Blatant fraud....

  

  Business Response

  Date: 06/09/2023

  A.B. May has worked with *** ******** and addressed his concerns. A.B. May does pull permits on all install jobs and this one passed inspection. We do apologize for the miscommunication regarding access to all bathrooms in the home. We want to make sure everything is running smoothly after installation. Although the house was secured as requested, we apologize that you did not receive a return phone call that evening. A.B. May has agreed to provide an annual bronze service plan at no cost by refunding $90. This refund has been processed. Thank you for the opportunity to address your concerns. 

• Initial Complaint

  Date:05/08/2023

  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.

  I purchased a new AC and furnace Combo in 2020 from A.B. May.
  I have them come out on March 27, 2023 because the air conditioner was not working.
  They told me that they needed to order parts and in order to get it fixed. They scheduled my repair date for April 21, 2023, but they did not show or contact me. They initially offered a temporary ac unit but I have been unable to get ahold of anyone since.
  After several days of trying to get someone to call me back, I finally got a text message saying that there’s a delay in the parts being delivered. Since that time, I have not been able to get a hold of anyone other than to leave a message for someone to call me back. I have not received a response to my emails. I have not received a response to my phone messages.
  So now I have a three year-old broken air conditioner, and I cannot get a hold of anyone at the company to solve the problem.

  

  Business Response

  Date: 05/24/2023

  A.B. May has finished the job. Rather than waiting on the delayed coil, A.B. May went ahead and replaced the outdoor unit. It is our intention to provide exceptional service and prompt communication. Please accept our apologies for the delay in communication on this job. If you have any further concerns, please contact our customer advocacy department. ************************** or ***** ********. We will be happy to assist you. 

  Customer Answer

  Date: 05/24/2023

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  Regards,
  
  **** ********

• Initial Complaint

  Date:04/11/2023

  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.

  I had AB May out to my home to unclog a kitchen drain and my main drain . The kitchen had a slow drain but if the main was used , water would just stand. AB may failed to clear the drains , but the Tech gave my Wife and I the green light that flow was restored to both drains and left with a smile. Weeks later my wife noticed water in the basement while loading laundry. The carpet and walls (inside an out )were saturated with weeks an weeks off drain water due to a pipe the tech cracked behind the wall unaware of the damages they made. This is horrible for my family I understand that mistakes are made in working situations and environments, but to give the customers a thumbs up that all is well with the repairs address is very unprofessional and and 100% liable. My basement is destroyed, my carpet , paneling / trim baseboards , insulation. Mold rotted wood. Etc .I can’t believe a well known reputable company like AB MAY would do this and give me my wife and kids the run around. This sets us back so far an they need to fix their mistakes. Thank you **** ****

  

  Business Response

  Date: 04/17/2023

  A.B. May has reviewed the work done in the home and contacted the customer concerning this claim. According to our records, we believe we were able to restore flow on the original wo ******* and did not cause harm to the pipe behind the wall. In speaking with the customer, A.B. May recognizes that he did not feel heard, nor had a great experience with A.B. May. As such, I am refunding the total charges from this work order back to his credit card. We have recommended getting home owner insurance involved as they will have a third party determine liability. A.B. May will cooperate with this investigation. Thank you for bringing this matter to our attention to address. 

• Initial Complaint

  Date:01/26/2023

  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.

  Sewer line need to be cleared that this property. I’m the landlord. I called AB May and ******* showed up on the property. He worked for a while with the end result not clearing the line. No charge for his services because he couldn’t clear the line. Just like they advertise. He suggest a camera guy “*****” come and scope the line to find the issue. ***** claims he scoped “camera” the line and he thinks the line is broken 45ft out. Even though he had a camera, no picture was taken. No video was taken. He could not answer any questions about the line. For ex: did the line make a turn? Or is the line headed north? He doesn’t know. I’m having issues finding the line with *******. How does ***** not know if there is a 90 or 45 turn in the pipe? He had a camera supposedly. I do not believe he actually ran his camera in the line. There is zero proof he did it. He can provide any details on the issue with the line.
  
  Later. ***** admits to his support team he could not see any issues with the line because the line was full of dark water. I asked support team. So if ***** admits he had no ability to see the issue with the line. Why did he provide a quote for repair of $8,000 plus dollars to fix the issue he doesn’t even know exist. They admitted it was odd.
  
  I am a contractor. I have replaced many sewer lines. I’ve never charged even half their quote. If I were the average elderly person I would have had a panic attack over 8k bid. This quote is/was fraud.
  
  AB May support team were professional. The first line tech ******** was kind and very helpful. ***** their camera operator in my opinion commit fraud in behalf of AB May by providing a quote with no information to support the numbers not any proof of problem. The average person could be taken advantage of.

  

  Business Response

  Date: 02/01/2023

  ****** Thank you for calling our attention to your experience and for taking the time to share more information. We take your concerns very seriously and will follow up with appropriate action to ensure the best experience for our customers moving forward. Our drain clearing includes clearing the line and running a camera through the line. There is an extra charge to provide camera footage and mark the yard. In your case, we did not charge anything since we were unable to restore flow to the line, even though our tech spent over an hour clearing roots from the line. A.B. May does not intend to quote unnecessary work. We intend to get the line cleared, clearly assess the situation, and provide options for repairs if needed. You mentioned that another company was able to restore flow to the line. If you would be willing to share that invoice with A.B. May, we will reimburse you for that cost. Please email it to ***************************  Thank you again for your feedback so we can ensure the best customer experience moving forward.