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Business Profile

Plumbing and Heating

Merit Heating & Plumbing Company

Complaints

This profile includes complaints for Merit Heating & Plumbing Company's headquarters and its corporate-owned locations. To view all corporate locations, see

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Merit Heating & Plumbing Company has 2 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    • Initial Complaint

      Date:03/04/2025

      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.
      This business lacks integrity. We paid $199.8 for a one-minute visual inspection of a hydronic unit heater in our garage on February 5, 2025.

      During a cold week, we noticed that the heater in our garage was leaking water. With severe weather on the way, the issue needed immediate attention—either a repair to stop the leak or preventive measures to protect against frozen pipes and further damage to other components. We called this company to repair the heather, and the person who answered the call said that a technician could come the same day. However, she didn't mention that the visit would be considered an "emergency call", which would cost nearly two hundred dollars. As the result, the emergency call was scheduled without providing any details about the type of the service or the price.

      The technician arrived the same day, and his entire visit lasted about 9 minutes (from 10:08 AM to 10:17 AM). During this brief visit, he conducted a quick visual inspection of the heater, which took only one or two minutes, and concluded that the heater needed to be replaced. However, beyond that, he did not perform any diagnostics, tests, or repairs, nor did he take any steps to mitigate the issue. Given the circumstances, several actions—such as draining the system—could have been taken to prevent further damage, especially with temperatures expected to drop to -2°F that night.

      It’s evident that we paid a premium for an emergency call, yet all we received was a free estimate. The key issues in this dispute are: (1) the failure to provide clear and accurate information when scheduling the service, and (2) the lack of proper service, given the minimal work that was actually performed. We reached out to the business for a resolution, but our request was met with rude dismissal.

      Remark: In this area, heating and plumbing service providers offer free estimates when no tools are needed for the inspection and assessment.

      Business Response

      Date: 03/04/2025

      On 2/5/25 we were called to your residence for a split pipe in garage.  We tell all customers that if they require service on the same day,  it will be considered an emergency call, which your wife ***** agreed to.  When arriving Justin (the technician) noticed that you had a split coil on your ****** heater.  There were no repairs that could be done at this time other then replacement.  There was no need to take out tools, or anything else since the water had been turned off.  We provided an estimate for replacement and informed the customer that the ****** would take at least 2 weeks to arrive because the supply companies had none in stock.  We can't fix something when replacement parts are not in stock.  

      I am sorry that you are unhappy with Merit, but you paid for the services that were requested.  We charge $185.00 plus tax for an emergency call.  We book up at least 2 weeks in advance so that is why you agreed to an emergency call.

       

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