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:07/03/2023

  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.

  We contacted Mack M Darr regarding a broken pipe that needed fixing on our deck. The plumber came on 6-13-23 to resolve the problem. During the soldering process, he burned our siding. A picture can be provided if needed. The manager came to look at the damage, did not apologize, and applied a coat of paint. The paint does not match the siding and there is still a dent in the siding where they burned the house. In spite of the fact that they damaged our house, we were still sent a bill for $123.53 on June 26. We do not feel we should be responsible for services in which our property was damaged.

  Business Response

  Date: 07/12/2023

  As for the service call in question, we were contacted by the customer to come repair an outside copper pipe that feeds a hose bib. The copper pipe is exposed to the element and was not correctly winterized or taken care of to ensure all the water was drained out during winter hence the broken pipe. Upon arrival, the technician was met by the husband and they proceeded to the back porch. The technician noted to the husband that it was very windy that day and using a torch outside might be a bit tricky against the house. The husband acknowledged his concern and told the tech to proceed. Consequently, the siding on the house did get a minor burn. The husband was shown the damage to the siding and was told that it could try and be cleaned up by putting some paint over it. The husband was understanding and agreed that would be the best option. The tech went ahead and finished the repair. As the technician was leaving, the wife had returned and nothing else was said about the burnt siding. Not long after he had left the customer's house, the wife who showed up at the end of the job called to state that we had burnt the siding of the house. Reiterating that the husband knew about the damage, she claimed that he had not been there the whole time with the technician and didn't know about it and claimed she had been home the whole time. The manager who took this phone call then went to the house to assess the damage. There was in fact a minor burn mark. The wife then insisted that something more than paint be done after the husband had agreed paint would be sufficient. The manager, after looking at the burn, went back and got paint and touched up the damaged area. There were other damaged spots on the siding that were not done by our technician like screw holes in siding above the repair. As for the dent in question, it was pre existing. Heat from a blow torch will not create a dent like the one that is there. After the paint was touched up, the manager said that if it needs another coat please call and he would be more than happy to run up and put more on it. The invoice was sent out a week and a half later for the amount stated by the customer. After talking with the wife, the manager agreed that $126.53 should be adjusted and that we would take our hourly labor rate off and she would only have to pay for parts leaving her with a bill of $38.53. The manager apologized for the inconvenience and the customer agreed to pay the $38.53 but stated that they would no longer be doing business with us.
   
  On behalf of Mack M Darr we would like to apologize again. We have been in business for over 70 years and realized that unfortunately we cant make everyone happy.
   
  If there are any additional questions, please feel free to reach out to me. 
  Thank you again,
  Mason

  Customer Answer

  Date: 07/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The response contained no offer to resolve the issue. To truly repair the damage done, the siding on the west side of the house would need to be fully replaced as it is impossible to replace a single board of siding and have it match. The painted area is noticeable.  Requiring us (a loyal customer for over a decade) to pay any sum for a job that was completed so poorly is unacceptable. The response also contained numerous inaccuracies. Foremost of which was that the technician did not communicate his concerns prior to starting the job. I’m sure you would agree that no homeowner would consent to a repair plan that would involve property damage. 
  
  Regards,
  
  ****** ******