Complaints

This profile includes complaints for MTU Services LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  MTU Services LLC

  Davenport, WA 99122-9638

  
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  MTU Services LLC

  PO Box 53 Davenport, WA 99122-0053

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:01/14/2025

  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.

  Oct.2, 2023 **** from MTU services started agreed upon work at our residence in ********. His help ***** was point on the project. On October 5 I was informed it was done. Upon checking the work I noticed it looked worse than before. On October 9 I called **** and he came up to see for himself. He let me know ***** would be back to correct the work done. He let me know this on October 12. October 23 I texted him to ask when the guys were coming out. I told him it was still not correct. Meanwhile drywall was being hung on October 16 and 17. The people hanging drywall mentioned that they came up right after I left around 4 pm and stayed about an hour. When they left it was stated they "would be back and were on a tight schedule". The people hanging drywall did not see them the next day but discovered that all of a sudden the water was not working. I took pictures and a video of the floor. When trying to figure out why the water pressure was not working, I pulled up the sub floor access and found that the water pressure unit was on the ground and the pipe was broken. I let him know and he was very rude. In March or April 2024 when we could access the house I contacted him and let him know the floor was still not right. He came up with ***** and did more work. At this time, I was ready to put flooring in. He was extremely rude with all the transactions with me and told me he never should have taken the job and I was the worst customer he ever had.

  

  Business Response

  Date: 01/23/2025

  **** ******

  *** had complained of this issue.

  our employees stated they did not break thie pl I mbing pipe.. It was previously broken.

  This was re relayed both verbally and with a written and signed letter by *** stating all aspects of this job to be completed and closed.

  The broken water pipe was discussed and is in the description letter we have on file

   

   

   

  Customer Answer

  Date: 01/24/2025

   
  Complaint: 22812152
  
  I am rejecting this response because:

  Water was working the previous evening beforehand.  And there is no mention of the water in the signed document.  I showed him and told him I had a plumber scheduled so I did not want him to touch it.
  
  Sincerely,
  
  ******** ****

  

  Business Response

  Date: 02/20/2025

  Good afternoon,

  Thank you for reaching out to MTU Services once again. 

  This project has had multiple complaints by this customer, which we have attempted to resolve on many occasions, including meeting with inspectors at the job site location. The project was completed to her satisfaction as can be attested to by the attached letter on May 30, 2024. 

  If the crew had encountered a broken pipe at the time that the project began, this would have been a change order or repair at the time of the project in October 2023. This was not brought up until the May 2024 meeting, after the winter freeze and thaw, so we have to make the assumption that the pipe was broken some time between November and May. 

  As per the letter of May 30, 2024 "Also the homeowner informed us that the water was turned off and pressure switch could possibly be broken. We again went down to check to see if we could fix the water switch or power switch station that we were working around. *** has stated she is going to fix the water pump and has requested that she does not wish us to fix it."

  Our contracts with our customers clearly state "(11) work performed by another entity, whether it is the Owner, or another Contractor/Subcontractor before or after the fact" are not covered by MTU.

  Given all of the above information, We will not provide any additional relief to this customer.

• Initial Complaint

  Date:11/04/2024

  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.

  I had two small leaks in the foundation in my basement. They were leaking from the outside around two conduit pipes. Initially, I received an appointment for Monday (this was a Friday), but called back because the leak was not abating and the forecast was for rain all weekend. So, I asked if it was possible to have someone come out that day. The owner called me back and said he would be able to make it. When he showed up, there was no discussion about the estimate or potential cost and I was not shown an estimate ahead of time. Near the end of the work, the owner (****) said he would not be able to finish the job because he had to leave and go to his grandkids' birthday party. However, he said the completion wouldn't affect the leak and was only cosmetic (back out some rods and clean up the plaster). He repeated over and over that it would be very cheap and he would only charge me for labor and materials. However, when he showed me the cost at the end via an iPad, it was supposed to be the estimated work with my approval. I never saw this prior to him starting the ******* addition, instead of charging me only labor and materials as he said, there were additional charges like the cost of using his truck, a full day's worth of gas, the superintendent travel time (as well as labor) and trash debris disposal. Moreover, I had to supply a shop vac nozzle, a tarp and an extension cord because he didn't have these available on his truck.I tried to argue this with him, but he would not listen and so I felt pressured to pay him this amount against my protest. He also stated he didn't have any receipt since he didn't bring his pad with him.

  

  Business Response

  Date: 11/05/2024

  **** Tapani 

  Sorry you have felt entitled to a l3sser charge.

  Our company usually does not operate on Friday.  We work Monday-Thursday  on a 10 hour schedule.  

  With that being stated. I am the owner and felt the concern the customer stated warranted to get to there home and fix this problem ASAP.

  So, I did have necessary items scheduled for the morning. And they were impossible to disregard.  But as soon as they were completed I canceled going with my wife in the afternoon.  And went to this home. 

  Upon arriving no questions of price were requested.  Not request for and estimate was asked. Only the urgency to stop the leak.

  It is true that I did borrow an extension cord and a shop vac hose from the customer.  Because my work truck as the owners work truck was setup for our Monday of next week's job. And the tools for next week's  Monday job were split between two seperated vehicles going to next week's Monday job.

  Billing

  I did bill for a:  2 -hour item for small tools. 2 - hours support vehicle 2 - hours labor -- labor was charged at our superintendent rated. Which is a reduction from actual owners/ President actual hourly rate = $12.00 per hour discount . I did charge for fuel which was charg3d at normal  $150.00 but I charged half at $75.00

  All materials where reduced from our normal minimum charge of .50 % of full as purchased. For this job .I actually charged below our minimum and reduced to 0.25% of full as purchased. 

  As - the complaint of not finishing.  I stated that the  waterproofing is completed- with a contract 5 year warranty.  And that I will  offer the discounted price if We do not return to complete the aesthic portion of the project.  As this leak was located. In a basement mechanical room which has a closed doors and a back hallway leading to the mechanical room and that the area being waterproofed was a 24 inch square area with 3 different wall petrusion pipes coming in from the ground outside. 

  I drilled. Through the wall and injected a closed cell polyurethane membrane through the concrete to the outside.  And created a waterproofing membrane on the pressure or dirt side of the concrete wall. And injected enough material that it expanded and returned into the interior mechanical room around the pipes and openings. So, I knew the pipes to have a closed cell polyurethane injection as desired. 

  Last description- for a  similar job our normal charge is around $1800.00. This charge was reduced for the customer to $1135.36. So- almost a $700 dollar discount. 

  Our company has just purchased new software.  And I do know how to estimate in the field. But I did not know how to do the software as a purchased item.  So, I had to send it as an estimate with a description note as pre-approved by the customer.  And there is the stated note in the file on the customer in the software. 

  Final note- I am greatly disappointed that I  dropped my  afternoon plans with my wife to help this customer. 

  I feel he doesn't know what an overhead markup for insurance, bank fees, labor and industry charges and all overhead items cost our company and are charged in each item. 

  I feel the customers knowledge of actual cost is unrealistic and without merit. And the customer places no valuation on a 5 year warranty charge.

  So to summerize-- an unhappy customer,  whom I dropped my personal plans for, gave a discount beyond normal .

  And I am unwilling to return to this customer unless we would need to return to  honor our warranty. 

   

   

   

   

   

  Customer Answer

  Date: 11/05/2024

   
  Complaint: 22513605
  
  I am rejecting this response because:  The response is not accurate as indicated in the attachment.  He stated he billed for a two hour item, yet that is no indicated in the billing.  Fuel was charged at $141 per day and that is what he charged.  Also, there is no indication any charges were reduced by 50% as stated in his response and shown on the attachment.  There is also no indication of 25% reduction anywhere.  Im not sure where there is any indication of normal charges of $1800.  Even the final number is not accurate as indicated in the attachment.  When we called around ahead of time and did our research for a similar leak (two small seepages around 1 inch and 1/2 inch conduit pipes respectively) the nominal fee was approximately $600.  When I called the office to ask if the owner had seen my email and was willing to discuss this further, the office manager stated we never charge less than $3000.  Im not sure how that statement even makes sense since every issue is unique and in different scales.
  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 11/14/2024

  **** ******

  MTU Services

  i apoligize that you called us on an off normal work day with an energency call out.

  We did give a discount on invoice below normal weekend emergency rates.

  We will honor our 5 year warranty.

  But find a different contractor that is priced with what you find on the internet in future.

  Sorry

  Customer Answer

  Date: 11/25/2024

  Hello, 
  
  This complaint was not resolved to my satisfaction.  I responded the first time, especially after reading the owners response, with the attachment of the supposed approval, but in effect was the bill.  It included a number of things that were ridiculous and superfluous in my opinion.  
  
  For example, I was charged for his truck and when I asked what that meant, he said it contained his tools.  Then he charged be $241 for a full day of gas (he was at my house less than two hours).  In addition to charging me labor (which I understand), he charged me an additional Supervisors labor.
  
  Finally, he had to borrow a tarp, shop vac hose and extension cord, all things I would expect he would carry with him.  More importantly, he didnt finish the job (left in all bolts and didnt clean up any of the plaster) and told me he would only charge me labor and materials for two hours.
  
  Please let me know if you have other questions.
  
  Thank you,
  
  ***** ********

  

  Business Response

  Date: 12/09/2024

  **** ******

  Our usual minimum call out for  of workday weekend is $1500.00

  Thus customer was billed approximately $1100.00

  We have every right to charge for tools and truck etc. And this is a normal fee for all work.

  Also the customer is not seeing that I personally dropped what was planned for the day. Drove 1.5 hours to the shop to get some items needed that the truck i drive did not have in stock. 

  And some other items he has complained about were not available as they were already loaded at another location for mondays job.

  I feel this job was a discount. 

  I am unwilling to reduce or refund payment. As this was myself-the owner of the company dropping personal agenda to quickly resolve a cutomers emergency request.

  Please close this claim.

  Good or bad as BBB sees fit.

  A customer is not entitled to set prices or schedule. A requested immediate response is what this is.

  I am Sorry that I missed going to a grandchilds birthday on a friday afternoon to respond to a nasty customer.

  Customer Answer

  Date: 12/14/2024

   
  Complaint: 22513605
  
  I am rejecting this response because:

   

  This is exactly the same response as before.  While I do not accept the explanation, it is clear there will be no further action.  The only additionAl falsehoods that **** stated here or at least different than what he told me was he was already going to be in the area since he had to see a real estate agent and he had to drive to either a store or shop to pick up materials for a job he was going to be doing on Monday.  The fact he states he went way out of his way to accommodate our job, again, doesnt jive with what he told me.  Its also interesting that once again he never addressed the fact he told me he would only charge half a day for the mileage and only charge me for labor and materials.

  So, while I reject his response, it is clear to me there is no need to continue this complaint.  I assumed with all the facts and attached invoice BBB would actually take some direct action in considering the business rating.

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