Complaints

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• Initial Complaint

  Date:02/24/2025

  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.

  We have a leak that occurred on Dec 6th 2024 and our insurance company hired Montani Mechanical Group on Dec the 9th to fix our leak since then they have canceled our appointment 4 times the other times they did send someone out they either dug a little hole then would just leave and call us an hour later to tell us that they needed to reschedule. Upon the reschedule they would book us two weeks later, knowing that we didn't have water. It Has been almost 3 months and we still don't have water which they where scheduled out once again today (Feb 21st) and canceled again only to reschedule us again another two weeks out. How can a company get away with this?

  

  Business Response

  Date: 03/06/2025

  Hello,
  Thank
  you for reaching out to us about these concerns. While we have some culpability
  here for the delay, there are a number of factors that were outside of our
  control. Your home warranty company has specific requirements that we must
  abide by in order to get authorization to do the work. One of them, is that
  they would like for us to locate the source of the leak in order to do a spot
  repair of the damaged portion of the line. That’s why we had to isolate portion
  of the lines in order to narrow that search down (the holes you mentioned).
  Each step of the way we have to get authorization to do more work, and it is
  not able to be gotten while on site (it usually takes a day or so to hear back
  from them).
  Unfortunately, with water lines as
  long as yours (approximately 1500 ft) this can sometimes prove problematic. Additionally,
  the fact that your water line runs through someone else’s property, including adjacent
  to a cemetery, the fact that you’re about an hour from our office, the terrible
  snow and ice storms we had last month, and all of the call offs we had because
  of the weather as well as a flu and RSV outbreak in our office all contributed
  to this job taking much longer than what is typical of our company.
  That said, I’m glad we were able to
  get a technician out last week to resolve your issue. We replaced about 400
  feet of your water service line and insured that there are no more leaks. I
  spoke to your husband earlier this week to verify that he was satisfied and he
  had glowing things to say about our technician that completed the work. As a
  token of our apologies for the way this job went, I would like to waive any
  travel or service fees for the next time you have a plumbing, electrical, or
  hvac issue that is not covered under your home warranty. Thank you for your patience
  and understanding.
  
  Sincerely,
  Tom M*****
  Owner, Montani Mechanical Group