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:11/14/2022

  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.

  I have used AB May recently for a leak in my basement so on 10/27/22 I called for a service call to replace a faucet handle and a stopper in the bathtub. The handle is fine although I was charge $198 for it and that part is fine. He installed a Tip Toe Stopper that just didn't work. I told him while he was here that wasn't how it worked before and he said he would loosen up and fit better after a little use. It won't stay down and when water runs out of the tub, it vibrates so bad you can hear all over the house. I was charge $261 for a\this stopper. I called the next days and told them I wanted a refund since my warranty was for 30 days. I was transferred to person to person and was finally told the plumbing supervisor would have to approve it and he would call me back. I also emailed and I've attached their response. I'm not sure what has to be approved-it doesn't work and I want a refund. I waited until 11/2/22 and after no response from AB May, I called ****** ****** ******** who has done outside plumbing work at my house and sent them a picture of the broken stopper. They gave me the website address of ************* and I called them and sent them a picture of the original, broken stopper. They matched it in about 5 minutes and send me an exact replacement. That replacement cost $18.17, $9.74 for the stopper, $6.99 for shipping and $1.44 for taxes. I've attached a copy of the receipt. Something is very wrong with a company that charges clients 25 times more than a part costs. I want my $261 back as well as the Bronze Agreement i purchased that day for $90 - total of $351. I won't be using a company that does business this way.

  

  Business Response

  Date: 11/22/2022

  Ms. *****, Thank you for giving us the opportunity to address your concern. I apologize that we didn't provide you with exceptional service or a timely response to your request. $351 has been refunded to your ****, per your request. Although refunded, as a courtesy, I am leaving your Bronze plan in place through October 31, 2023. Should you choose to give us another chance, you are welcome to utilize the benefits of that plan. If you have any additional questions, you can reach me at ******************

  Sincerely,

  **** 

  Customer Answer

  Date: 11/22/2022

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

• Initial Complaint

  Date:10/26/2022

  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.

  We purchased a service contract after a HVAC repair with AB May and things seemingly went well until our water heater started leaking 6/9/22. We naturally called AB May and was advised we'd need to replace the heater for nearly $3000 (less $2000 credit we are believed to be a sevice contract discount) including a unecessary upsale of an expansion tank, tech also said we will likely fail a fall inspection and at that time he'd charge us $117 if we do instead of just saving us time and doing it with install. We noticed days after the install that the water begin to have a very pungent smell almost nauseating. I thought surely this has to be because of the new heater/piping and that it was going to pass but it didn't so I called AB May and was told initially to call **** ****** water utilities who came out and flushed our line and advised of no other complaints amongst our neighbors, we were advised to follow up with AB May to which we did. A plumber/water quality guy ***** came out. He said "Ew, this is pretty bad" and put us in contact with manager ***** who came out and said the tank had a rod that needed to be replace because it was likely reacting with the water and causing the smell. He contacted the manufacturer (citing they hadn't had this issue in years due to shipping of wrong water heaters versus region etc) so they decided to replace the unit. The replacement unit was poorly installed (piping is literally crooked and the expansion tank isn't fitted into it's metal zip) the point is the water still smells. I called, a tech Anthony came, told me there was nothing more he could do but sell me a water heater filter for $500 that needs replacement every few years. I asked how a filter would rid the smell and expressed my concern about water quality since I have small children. He said he didn't know if it would work, all tanks are the same with different stickers, and essentially everyones water stinks. I requested a call from *****- no callback to date.

  

  Business Response

  Date: 11/04/2022

  A.B. May has been in contact with the customer and will continue to seek solutions for the smell of water in the home. We have agreed to fix the pipes that were not put in straight and apologize that they were not installed more carefully. Thank you for the opportunity to address your concerns.

• Initial Complaint

  Date:10/05/2022

  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 9/26, my wife an I had A.B. May come out to diagnose a gas leak that we had in our home. Upon arrival, the service technician looked at the pipe but failed to diagnose the leak. Leaving, the technician charged us an $89 service fee and said that he would email us an invoice for the service fee and a quote for the 'expected' repair. My wife confirmed her email address, but we never received either. Disappointed with our service and A.B May's failure to diagnose the leak, and given the severity of the problem we immediately reached out to a separate company to diagnose and perform the work. We submitted a service fee refund request with A.B. May, explained our experience and displeasure, but were ultimately denied a refund.
  
  We would upload our invoice and/or resolution quote, but again, we never received anything.
  
  We're very disappointed with the company, and would recommend other consumers stay away.

  

  Business Response

  Date: 10/07/2022

  I apologize that we did not meet your expectation for service. I do see that the receipt and quote for recommended repairs were emailed to ********************** at 5:31pm and 5:33pm on September 26. Apologies if this was not the correct email address. Was there an additional leak that you needed us to locate? If so, I would like to send that that information to our plumbing department for further training. I am happy to refund the $89 trip charge for your satisfaction. This will go back on your credit card. Please allow 10 business days to process. If there's anything else I can do, please contact me at ******************

  Thank you for letting us know about your experience,

  ****