ComplaintsforMendel Plumbing and Heating, Inc.

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Mendel came in to my home on 3/15/2024 to rod out my basement sewage drain. They put there camera in there and said they can do it. The drain was useable before being able to use the bathroom and pass water with out it backing up. They came and got there rod stuck in my drain and then told me I had to pay 2400 dollars to rip my floor up or ******************************************************************************************************************************* the house because the drain was obstructed by the rod/tool. I told them I would like a second opinion so take there rod out and they said they couldnt and that made my house not usable obviously if I used the toilet toilet paper or s*** will get stuck on the rod and back up my system and I would have s*** on my basement floor. So they said they couldnt do anything for me unless I went with one of there routes. So I told them to leave and I was later laugh at by one of there employees while they were packing up to leave. So I told them to get out as soon as possible and asked them how much I owed them. The employee that laugh at me told me you dont owe us anything. They came in and basically mad the problem worse than what it was. So I called there office to complain and I talked to a ***** and he said that the employee didnt laugh at me which was a lie. We came to a conclusion that they would come and tear up my basement floor and retrieve there tool at no cost but they refused to recement my floor I had no other choose to say yes to there offer. I was unable to use any water in the house or deficate in the house and smelled like sewage which it did until they came and retrieve their tool. They came and did the work on 3/18/2024 and now Im stuck with the bill to recement my floor and still stuck with the existing problem. basically came to my house put a hole in my ground and left. I would like some compensation for them for distress for the weekend and for them to pay the bill to fix my floor.

  

  Business response

  03/20/2024

  ******************,
  
  We sincerely apologize for any inconvenience or frustration this situation may have caused you. In regards to your experience with **************, I am very sorry that he laughed and appeared to not take the situation or your feelings seriously. Our technicians are all diligently trained and are expected to act in a professional manner. Im sorry this was your experience but am glad you shared this with us so we can make sure it is addressed with him.
  
  Regarding work performed, we were out for service on 3/15/2024 for your main sewer backing up in your basement. You authorized us to return flow of sewer with cable machine. We used a cutter and cable machine and were unable to get the cable through the blockage. We pulled the cable out and removed the roots from the cable. We installed a 2-inch cutting head onto the cable and tried again. We were able to establish flow and inspect the line via camera. We found the end of the cable had been sheared off, leaving a section of cable in the sewer service line. We then put the camera back in the sewer and found that the sewer is full of roots and the existing pipe is compromised which is causing the roots to be able to grow into the interior of the sewer service line. We used other tools to attempt to retrieve the broken section of the cable, however, we were unsuccessful. The discussion between technician ***** and yourself was to open the floor and remove a section of pipe to remove our cable & to also add an exterior clean out (which you received quotes for.). ***** contacted ***** since you were dissatisfied with the options presented to you. ***** contacted you via phone that evening to discuss the repairs we would cover in order to satisfy you for this service. This included you agreeing to patch the floor after we were finished. You agreed to this resolution and we returned on 3/18/2024 to perform the work. We broke up the concrete, removed a section of piping and retrieved our cable. We repaired the pipe and completed our portion of the agreed upon work. ************** **** also offered to perform additional drain cleaning to clear the roots from the sewer, which you declined.
  
  At this point in time, you did not express further dissatisfaction and we thought we had resolved the issue with you. Had you reached us directly to express that you were still unhappy with the service and resolution, we could have worked together to come up with an additional resolution that would meet your satisfaction. Since we did not have the opportunity to discuss this together, I would like to know exactly what you would like us to do in order to officially resolve this for you.
  
  We look forward to hearing from you!
  

  Customer response

  03/26/2024

   
  Complaint: 21451666
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************, 

  because you guys are lieing **** didnt contact me because of ************ called you guys back to complain about the situation and they had ***** call me. So that is a lie. Anyway what I would like is for you guys to cement my floor. When I talked to ***** he refused to recement the floor. So I agreed for you guys to do what you guys would do because I had no other choice. I would also like to put out there when I was ask to for you guys to clean out the roots after you guys broke up my floor the plumber said it would cost me ******************************************************* before all this it was gonna be 350. So yeah Im gonna say no to you guys getting the roots out of my drain you guys tried to charge me basically 3 times as much as it was. I have receipts of you guys doing this job for the past 5 years for 180 so I dont know why this year it was gonna be 350. 

  

  Business response

  03/28/2024

  ******************,

  For the past several years, our large drain cleaning service costs $349. This cost is just for us to establish flow. In the original estimate you signed on 3/15/2024 for $349, it states Restore water flow to a main or septic drain or FREE! Price includes main drain camera inspection via accessible cleanout, to identify root cause issue of backup and recommendations for permanent resolution. Therefore, the additional quote we provided you with for $1,097.65 was to attempt to remove the roots through the existing interior clean out, which was our recommendation in resolving this.

  
  We are happy to schedule a return trip to patch your floor for you, free of charge! Please contact our office at your convenience so we can get this scheduled for you! You can reach us at ************ and ask for ***** or *****.

  
  We look forward to hearing from you!

• Initial Complaint

  01/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called Mendel after using them prior and thought they were a reputable company. The 1st tech came out and tried to unclogged a toilet, he said that normally works the 1st step. That was $250 which I was blown away at that cost. Then he said nope that isn't working, he said I went in your other bathroom through our master bedroom without permission and ran you tub. Which you did not do that and it's backing up. No it wasn't cause I had just used it that morning and I said nothing else was not working. He said we have to take off the toilet and rod that way. They the cost went up to $780, I was like why do you need to do that. It's the only way and your toilet I nicked in a spot too. He said that another guy had to come help because the machine was heavy to bring up stairs. the other 2 guys came. The machine was a hand air compressor and 2 guys didn't lift that, I lift ours myself and am a women. ***** was extremely rude from when he came into my house. Annoyed that he had to come to this job. They were upstairs for a while doing I'm not sure what. He comes down ok we are done you need to pay. He said he thought a brace from the pvc may have come off and created a sag. He said I am not warrantying the wax ring that just cost a huge amount because our wood around the toilet was soft. He claimed they tried to put screws and they didn't hold, which they showed me nothing and didn't ask to do any of that. They left without showing me what they did. I went upstairs & the toilet was leaking where it attached to the shut off. I called to have someone fix that. They returned ***** super irritated that he had to come back. I showed him and they tightened a nut they said and he said I put a new paper towel down. Left very rude. The shower in that bathroom the tub was filled with dirt or toilet gunk, they didn't clean up. I called 2 other companies and it was $350 and $400 and they over sold me. They took advantage of a women home by herself and treated really poorly.

  

  Business response

  01/31/2024

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

  Hi *****. In reviewing your account, I dont see any attempt to reach us. Since our records dont show you contacted our office about your complaint prior to contacting BBB well respond to your concerns here.

  
  We were out for service at your home on Friday 01/26/24 for a clogged toilet. Upon arrival, you took ************** to your upstairs hall bathroom where the toilet was clogged. ************** provided you with an estimate for $249.00 to Attempt to regain proper flow to upstairs toiletwhich you agreed to and signed the estimate for the technician to complete the work. As the estimate states, it is an attempt to clear the clog, not a guarantee. Because ************** ran the sink in that bathroom and nothing backed up, auguring your toilet was a proper first step to getting it clear.The technician completed the auguring, however it did not clear the clog. He then wanted to make sure everything else was fine in the upstairs. He didnt run any other sinks or tubs, he simply noticed that the master bathroom tub was backing up and had water in it.  He did take a photo of this and I attached it for your review. The backed-up bathtub indicated that the blockage was further down the line, therefore he would have to pull the toilet to gain access to be able to rod it out, then reset the toilet. ************** provided you with another estimate for $781.93 which included rodding the sewer ($349) and pulling & resetting the toilet ($432.93), which you signed and agreed to have the work completed.

  We always stand behind our work and guarantee our clients satisfaction. When you signed the estimate approving the additional work for $781.93, we went ahead and removed the previous charge to auger your toilet for $249. In addition, if you review the estimate you signed for the rodding of your sewer, you will see it includes the following guarantee Restore water flow to a main or septic drain or FREE! This is how confident we are in the work we do and part of our promise to our clients in guaranteeing their satisfaction.
  

  ************** did state that when he was auguring, he was being as careful as possible, but it is common for the equipment to cause smudges in the interior of the toilet bowl, which ************** did state that he showed you. It can be removed and has not caused permanent damage.

  You are correct that we had to send an additional technician to your home. For safety purposes, our policy at Mendel is to preform all large drain cleaning work with 2 technicians due to both the weight of the equipment being used as well as the possibility of entanglement or injury while running the equipment. In addition,a second technician will help ensure the protection of our clients property while moving the large equipment through their home. The policy is mainly in place for the safety of our technicians and is at no additional cost to you.

  Our technicians completed the rodding and were able to clear the clog from your line. They then performed a video inspection (click link to view- ****************************************************************************************************) and found a section of the line holding water. This is generally caused when a drain line isnt properly supported or installed, causing the pipe to go downhill then uphill. All plumbing drains need a downhill pitch to operate the drain properly and fully. It appears this pipe location was in a finished ceiling and could not be repaired without opening the finished ceiling. As far as the warranty on the wax ring, it is company policy for a closet collar to be properly secured to the sub floor at proper height to warranty the floor ****** seal. Upon removal of toilet, the subfloor was found in poor condition. ************** attempted to resecure the existing closet collar to subfloor, but the subfloor was soft and unable to hold screws. ************** recommended repairing the subfloor prior to reinstalling the toilet. The estimate you signed for $781.93 states A functional shut off valve and a damage free and properly secured closet collar at proper height are required for proper installation. Had your plumbing system met these criteria, you would have full warranty. ************** did state that he showed you that the toilet is sunk into the floor. You did contact us shortly after our technicians left stating that the toilet was leaking and we arrived back at your home within 15 minutes. They tightened the nut on the angle stop and suggested if the leaking returns that the angle stop will need to be replaced. As a courtesy, we did not charge you for returning for this.

  In regards to your experience with *****, I am very sorry that he was rude and seemed irritated and annoyed. Our technicians are all diligently trained and are expected to act in a professional manner. It doesnt seem like ***** gave you the Mendel experience that he is trained to do, nor did he preform to the standard that we expect from him. Im sorry this was your experience and am glad that you shared these details so I can make sure it is addressed with him.
  We certainly do not want to take advantage of anyone nor do we want our clients to feel undervalued. Im sorry that you feel that way. You stated that you called 2 other companies and were told the cost would be $350 and $400. In the spirit of transparency that we have as a company, we do not provide quotes over the phone. We always send a technician out to provide clients with a free estimate.The point of our up-front quotes is that we dont charge if they do longer and dont discount if they go shorter. Its an agreed upon price for the work that is agreed upon before any work is done so there arent any surprises to our clients and no one feels taken advantage of or like they were tricked into getting a service done that was out of their price range. We always discuss the price of our jobs beforehand, so clients have the option of declining if its not something within their budget, or if theyd like to look for different options. Some companies that provide over the phone pricing use it as a strategy to get their foot in your door and before you know it, they are adding additional charges for things they couldnt see over the phone. For a clogged toilet, you could easily be quoted a price to unclog it. However, when they are at your home and are unsuccessful at clearing the clog because it appears to be much further down your line, I guarantee their over the phone quote will change as they realize the scope of work is different then they originally quoted.

  
  We have always conducted business based on our principals of honesty and integrity. We strive to be as transparent as we can with our clients to avoid misunderstandings and confusion. Its very important to us to guarantee our clients satisfaction. In this case, we would typically refund 50%, as we did complete quite a bit of work, unclogged your toilet and spent over 2 hours on site. However, since this is your first time using us again in 7 years and we guarantee your satisfaction, we will be refunding you 100% of the service. You paid a total of $781.93 by credit card for the services completed. We will go ahead and process your refund today and it will be returned to the card you used to pay for the services. It can take **** business days depending on your bank. If you dont see the refund reflected on your statement after then,please let us know.

  
  We appreciate you giving us a try and wish you the best.
  

  Customer response

  02/01/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I really appreciate a quick response, I would like to correct the master bathroom tub info. The tub is dirty as I used it that morning to clean horse saddle pads before I use my washer to clean them as I have the spayer attached to help rinse the horse sweat 1st. I stopped doing that and left it dirty to then start trying to unclog the toilet. That took time, I called you guys and you were there fast, which I appreciate. I never went back to my tub to clean it up.  There wasn't water in it just a bunch of dirt I left. I do appreciate how fast you came out and your service guarantee. I look forward to working with you again. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  06/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Mendel installed 2 new water heaters in our home just prior to ** moving in. This was in August 2021. It was recently relayed to us that one of the valves connecting to one of our water heaters is leaking. This valve was not tampered with at all during this period.We asked Mendel to take a look at it. After they looked, they gave us a quote for about $500 to fix it. It was their shoddy work that caused this leak. I do not know how much intentionality has gone into installing things to break, or installing things that break soon and have high installation costs. But I do know more intention would go into doing work correctly the first time, and not needing to fix it soon afterwards if there are consequences and accountability.If these people are honest and good, they will fix the valve that was installed less than 2 years ago by their installation team without expecting any money for it. Please don't use shoddy parts, don't do shoddy labor, and please take accountability if you do.

  

  Business response

  06/22/2023

  ******, since our records don't show you contacted out office about your complaint prior to contacting BBB we'll respond to your concerns here.  

  Attached is a copy of the service call invoice and summary (also listed below) from ************** for your review.  Also attached is a copy of the timestamp showing this invoice was sent to you on 5/5/23 at you opened the email at 3:02pm. 

  As ************** informed you, and stated in the Invoice Summary that was emailed, the T&P (Temperature and Pressure) valve is a manufacturer factory installed valve.  Those valves are not installed by Mendel.  The valve is covered under manufacturers warranty, however our labor to replace it is not. 

  Mendel stands behind our workmanship and will correct any issues that *** arise for 12 months, 36 months for our MendelCare Program Members.  Again, as this valve is not part of our workmanship, the manufacturers warranty applies. 

  As ************** advised in the summary, the water heater was set 10 degrees above the recommended temperature.  Running a water heater hotter than recommended can build pressure that can cause a T&P valve to open and release pressure and water periodically.  ************** correctly recommended reducing the temperature setting and did so with you approval.   As you elected to not have us replace the valve as quoted, there was no charge for this diagnostic and estimate service call. 

  5/5/23 *** & ****
  

  Upon arrival met with ******, he had a leaking T&P valve on the right water heater. A drop of water would slowly come out when the relief piping was tapped, there was not a large amount of water on the ground below. The water heaters are just under 2 years old and were installed for the previous homeowners. Found temperatures set to B (130 degrees) rather that the recommended temperature of HOT (120 degrees). Home has newer softener and filtration system. Water heaters are still within their 6 year manufacturer warranty. Provided quote to replace part under manufacturer warranty which ****** declined. Will send estimate which is good for 30 days. Lowered temperature settings to HOT per ******* request.
  Any applicable discounts have been applied.
  Job 100% complete.

  Customer response

  06/23/2023

   
  Complaint: 20215377
  
  I am rejecting this response because:

  This is splitting hairs: "the T&P (Temperature and Pressure) valve is a manufacturer factory installed valve.  Those valves are not installed by Mendel.  The valve is covered under manufacturers warranty"

  You installed the water heaters. And from my understanding, you also supplied/consulted the water heaters on behalf of the manufactures (i.e. the prior homeowners worked exclusively with Mendel to procure the water heaters). It falls on you to adequately check for defective equipment and replace it prior to installation.

  Am I mistaken to say this? Did the prior homeowners acquire these water heaters without your knowledge and then request you to install them?

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

  

  Business response

  06/26/2023

  " It falls on you to adequately check for defective equipment and replace it prior to installation. Am I mistaken to say this? "

  No, not mistake at all.  It sounds as though you believe ************** knew about the T&P valve being defective at the time of installation and left it without repair?  If you have information to confirm that was the case, we'll be happy to replace the valve at no charge as that would be our responsibility.  Our 1 year labor warrant covers that situation. 
  

  It would be very out of norm for our team to knowingly leave a defective part in place and not address it during an installation.  As you see from our reviews here at BBB and online, Mendel's reputation is for high quality workmanship, standing behind our work and providing help level care to our clients.  Please let us know. 

  *************************** is known to be a top quality water heater manufacturer.   Unfortunately, rare as it is, sometimes parts break.   The water heater is 2 years old now and is outside our standard 12 month labor warranty.   Again, the manufacturer's part warranty applies (which unfortunately is the least amount of the cost here.)  Unfortunately manufacturer's do not reimburse us for labor to replace warranty parts.  Thus the reason for the labor charge.  If they would reimburse us, we'd be glad to not charge.   As a service business, it's simply not feasible for us to cover the cost for unreimbursed manufacturer warranty labor from our pocket.   
  

  To be clear, typically service provider warranty's only apply to the client who purchased the service or equipment.  Our warranty's for services provided to a previous homeowner, are not automatically transferable to a new homeowner as the new homeowner didn't pay for for the service.  Our warranty contract agreement exists between us and the person who paid for the service.   

  That said, our high service reputation warrants that we often will work with a new homeowner if it is a clear workmanship quality issue and still within our warranties.  And that is what we're trying to do here. 

  If it would help resolve this, we can offer a goodwill discount of 50% off our estimate and schedule this for replacement for you. 
  

  Customer response

  06/30/2023

   
  Complaint: 20215377
  
  I am rejecting this response because:

  why on earth would I want to rehire your company?

  I want you to know the shame of having a business model built on planned obsolescence. 

  it takes less than 15 minutes for you to do and you are trying to charge me the amount I make in a day! The audacity.

  I will do this job. I wouldn't pay you $10 for it. I have already done numerous plumbing jobs in my house and the time, effort, and training they take is more efficient for me to just do even if your prices were 20% of what they are now.

  You just aren't worth it.

  This BBB complaint is because I am insulted by your business practices to cheat people.

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

• Initial Complaint

  06/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am filling this BBB Complaint against Mendels because on 5 / 24 / 2023 we had ****** come out to fix my air conditioner. The Mendels Technician ( **** ) spent about 2 hours at my home. However, my air conditioner was only fixed for about less than 1 hour. I complained via text message on 5 / 25 / 2023 and asked Mendels for a refund. Mendels refused. My senior citizen dad that is 76 years old , and my dad talked to the Mendel's technician when he was at our home. I am a dads son, and I have been texting Mendels because it seems that Mendels took advantage of my senior citizen dad. We have been Mendels customer for 20 + years, and I guess this is how Mendels is mistreating their customers now.Better Business Bureau please see the text messages that I have provided in this BBB complaint. In text message on 5 / 25 / 2023 from Mendels, where Mendels said that the fix for our air conditioner is a temporary ********** me by until I am able to get a new air conditioner. However, as you can see in the text message on 5 / 25 / 2023 I contacted Mendels via text to report to Mendels that my air conditioner stopped working , and at the time of my text message to Mendels notifying Mendels that my air conditioner stopped working after Mendels Fixed my air conditioner was less than 27 hours after Mendels came out to fix my air conditioner. This is clearly not enough time for us to purchase and have installed a new air conditioner.We are seeking a full refund of $ ****** Dollars and a refund for the Mendels maintenance program that we paid for and never received service that we paid for through the service program for the dollar amount of $ ****** Dollars = for a total of $ ****** Dollars.Mendels please send a refund check for $ ****** Dollars or credit back to the credit card.Thank you

  

  Business response

  06/24/2023

  We reached out to our Client on 6/23 via phone to speak about this BBB complaint due to our confusion about it, as youll read on the attached reply.

  We didnt not received a return call to our voicemails so we will reply here to meet the BBB response deadline. 
  

  Our response and associated documentation are attached.

  Customer response

  06/27/2023

   
  Complaint: 20191325
  
  I am rejecting this response because Mendel's abused my elderly father in to believing that Mendel's will " Fix " the air conditioner.    My father is 76 years old and is very trusting. 
  

   

  Better Business Bureau can see in MENDEL'S  response to this BBB complaint trying to defraud my father of more money.     Mendel's trying to say that my Father owes Mendel's because I discounts in the past.   Any Past discounts is irrelevant to this matter.  

   

  As can be seen Mendel's trying to defraud my father and myself.

   

  Thank  you
  
  ***************************

  

  Business response

  06/30/2023

  We still confused in trying to resolve this complaint.   See the attached chat string from June 27.  Upon receiving the initial chat, we tried to reach this client by phone (4th call from us) to communicate in person to resolve this.  No answer and left a voicemail.    In the chat string string, client advised us 6/27 at 12:09pm:

  "Yes , that helps in better understanding what we received. Thank you you for explaining that. Disregard Better business Bureau response . It was before you explained everything. And you said that we will be getting the refund for $ ****** Dollars. I asked the Better business bureau to close this complaint."

  This complaint is not closed yet in the system, and it would appear it should be according the chat message we received above?

   

   

*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. ↩