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Business Profile

Plumber

McVehil Plumbing, Heating & Air Conditioning
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BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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:12/28/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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.

    Dear BBB:

    This complaint is resolved, per my attached correspondence, and this case should be closed.

    McVehil’s account of the timeline is accurate. I reached out to McVehil on November 13, 2023. After Jeff came

    to my house and inspected and evaluated my boiler, McVehil emailed me the work proposal on November 15. I
    accepted this proposal via email on November 16. I followed up via phone and spoke with Ralph, noting that
    winter was quickly approaching, and was advised that McVehil was still waiting for the gas valve that was
    ordered. I was not told at this point that my boiler was so old that parts were difficult to find. Nor was I told what
    exactly McVehil was doing to find the correct part. My next contact with McVehil was not until December 6,
    2023 when I was simply informed that the part received was wrong and McVehil was waiting for a replacement.
    I called again on December 18 looking for information and was told that McVehil was still waiting on the
    replacement part. It was at this point that the complaint was filed.
    Furthermore, I can confirm Kelly’s information below, McVehil came to my house on January 9 with the correct
    gas valve and as a result, my heat is back on. For that I am grateful. I am also appreciative of the lengths that
    McVehil’s staff went to so that I did not have to replace my boiler.
    However the reason for this complaint was that, at the time it was submitted, we had no information concerning
    the age of my boiler or the efforts McVehil was undergoing to find the appropriate gas valve. We simply did not
    know because we had not heard from them for a long period after the initial inspection and after we had given
    them a deposit for the work. It was only after the complaint was made that McVehil increased their
    communication with me and further explained the full extent of my situation.
    This complaint can be considered resolved. Heat has been restored to my house without having to replace the
    boiler. Thank you. But I have a serious disagreement with the way in which McVehil handled this complaint. I
    can only speculate that if the McVehil had treated my boiler with the same urgency that they pursued this
    complaint, this situation might have been avoided all together.

    Many thanks,

    **** ******

    Business Response

    Date: 01/08/2024

    *** **** ** *** ******** ************* ****** **** *** ******** ** *** *** ******* ******** **  ******  I, Kelly M******* have talked with *** ****** about the delay in receiving the gas valve that is needed for this very old boiler.  McVehil has contacted the manufacturer of the boiler - Weil McLain - to try to get the valve directly.  Weil McLain stated that they no longer manufacture parts for *** ******'s boiler.  Weil McLain stated that our only hope for getting the correct gas valve is if someone in the United States still had one of those exact gas valves still in stock.  We have ordered no less than 5 gas valves - being told from our supply houses that these gas valve would be correct - only to find out that these gas valves are not correct.  We have been working on this project for *** ****** since November 2023 in hopes of finding the correct gas valve.  If we cannot find the correct gas valve - *** ****** will have no choice than to replace his boiler.  We have continued to work on this project - and have been waiting for one last supplier that stated he truly has the gas valve for *** ******'s boiler.  The gas valve has come in and we believe it to be correct at this time. I have not talked or communicated with *** **** to date.  *** ****** is very agreeable and understands that we were trying to avoid him having to install a new boiler.  Boilers are very expensive.  When I last spoke to *** ****** he is trying to have this complaint retracted.- he states that he cannot have this complaint retracted.  This complaint is no valid as *** **** does not own the home.  *** **** is not our contact, he does/or did not understand the situation regarding the very old boiler - and parts not being available.  

    We ask that this complaint be retracted or voided, as we are going to try to complete *** ******'s boiler work tomorrow.  *** ****** is agreeable to stating this complaint is resolved and should never have happened.

     

    Thank you for your time 

    Business Response

    Date: 01/10/2024

     
    I am writing again in regard to *** *********  This repair work has been completed.  The clients boiler is working well.  As stated in previous response, McVehil had to search all over the country to find the gas valve needed for *** ******s very old boiler.  The parts for this heating boiler are not even being manufactured anymore.  The only parts available for this boiler are from any supply houses that may still have old parts on hand.  We were able to finally find the gas valve needed – after receiving 5 gas valves that we told would work – but, that were not the correct part. The search for this gas valve was very intensive and our office worked on this for many days until we finally located the gas valve – but, then had to wait for the delivery.  If we were unable to find the gas valve for *** ****** – his boiler would not be repairable – he would not have any form of heat for his home.  *** ****** would have had to purchase a new boiler – that’s what we trying to avoid for *** ******.  The cost of boilers is between $5000.00 to $15,000.00 depending on his specific situation.   *** ****** signed off on our work order 1-9-24 stating that we completed our project on his boiler and he is satisfied.

    *** ****** also promised me he would update this complaint, but has not to date.  I am updating this complaint today.  I believe this resolves the complaint, since the issue is solved. 

    Please advise what else needs to happen on our end.

     

    Thank you so much,

    Kelly

    McVehil

    ************

McVehil Plumbing, Heating & Air Conditioning is BBB Accredited.

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