MacLin Plumbing

Complaint: ***
This is ridiculous
All these people are doing are telling complete falsehoods and blaming their
bad business practices and behavior on others
First they
keep trying to claim that I am lying and committing fraudI have not lied
about anythingOr committed any type of fraud
Some of the
basics of their narrative is true, but some of it is a complete fabricationAHS
never told them that Monday was acceptable to thermAHS does have an expedited
service call policy in place for calls that are under warrantyMaclin refused
to abide by thatThey did tell me Monday but in no way were they going by the
letter of their contract with AHSIn fact AHS tried to expedite the call
through a different service company but they never called eitherThat just
goes to show the type of companies AHS allows to work for themI did get
another contractor out here to look at and fix the problemAnd for Maclin to
say that I did not pay $to get this problem fixed is ludicrous at best
They have no idea who I called and who I paidThey have consistently told non
truths to cover their untenable position and bad behaviorThe person I spoke
to on the phone was rude and condescending and anyone would have gotten upset
with himBut Maclin is completely fabricating some of what they have said and
making excuses for the restIf you look at their correspondences even through
the Revdex.com you can see itThey tried to claim they were not even a member of the
Revdex.com and did not pay dues which is completely not trueThen magically on my
Yelp business profile a bad review popped up from a *** Rwho worked for
MaclinThey may deny this but please find attached copies of the
correspondences between myself and *** on YelpThis will prove that Maclin
has no credibility and *** wrote a bad review on Yelp about my company in
retaliation for the review I wrote about them on Yelp
The bottom
line is this, Maclin can lie and obfuscate all they want but there was no
problem with my toilet flushing before they fixed the leakWhen they refused
to come out in a timely manner to fix it I was forced to use another company
and pay againI am entitled to a full refund from MaclinThey were the
contractor, they did not do the work right, they refused to come back in a
timely manner even though AHS would have allowed for thatAnd they have
refused time and time again to admit any wrong doing
A couple of
other things that the Revdex.com should noteI thought that part of any accredited
companies rating is based on their online presenceIf you look at the reviews
of Maclin on Yelp that are not hidden fully half of them are negative one star
reviewsHow does a company with such a bad reputation in their online presence
warrant an A+ rating from the Revdex.com?
*** ***

Complaint: ***
I am rejecting this response because:This is another absolute lieI filed a complaint with Old Home Republic several weeks agoI have stated the facts and have nothing more to say on the matterI would ask that the Revdex.com review the contents of all the written correspondence from Maclin Plumbing in which whoever has written them contradicts themselves multiple times, providing further evidence of what my experience was with them.Please also read all of the multiple Yelp reviews about this company that describe situations exactly like mine.
Regards,
*** ***

the customer in question had another issue we came out and addressed the toilet leaking( no stoppage) The customer called the warranty a few days later stating he had another problem the customer stated he had a bowel movement and caused a toilet stoppagePer the warranty
company they said it would not be covered by the previous work performed The warranty company also stated he would have to open a new work orderthe company that was sent and stated the issue was a new problemthis customer tried to commit fraud with the warranty companywhen we told him we could not make it out to the home he became irate and started to cuss the dispatcher out dropping f bombs and insulting the dispatcher The warranty company cancelled the request due to the work NOT being covered by the previous work Per the customers contract......" ** 60-DAY RECALL APPLIES TO THE SERVICE WORK PERFORMED ON THE PREVIOUS DISPATCH REQUEST **" the customer admitted the problem was a new issue Attached is the cancel request from the warranty company it also show the warranty info for previous!

RE: Complaint ID: [redacted] MacLin Plumbing Co., Inc. responded to the above complaint from [redacted] via the Review/Complaints section online. We believe this complaint is in error, and we have tried to tell this customer there is a difference between a leak and a clog in the line. Mr. [redacted] has a home warranty contract with American Home Shield (AHS). He has a "co-pay" of $125, per the contract he signed with them, wherein any time he calls for a service provider to provide service or repairs, he must pay that amount. This charge is listed clearly in his contract, and that amount is due when a service provider knocks on his door. The amount is due whether service is provided or not, per AHS. Our company received a work order from American Home Shield 04/04/10 that said Mr. [redacted] had a leak at his home. The plumber, [redacted], went out on 04/13/16 and found that the commode was leaking at the base. Mr. [redacted] indicated he had had tile floors installed in the past, and as is often the case, the commode was not removed and reset at that time. Because of the change in floors, the base wax ring under the commode had eroded over time, and the commode actually rocked back and forth when [redacted] made his initial inspection. He explained to the customer that when the commode is not sitting flush on the floor, it allows water to seep in or out from the commode and wear away the wax seal ring. Upon removing the commode, [redacted] also found this to be the case. Because the toilet wasn't properly "set" when the tile floor was put in, the flange under the commode was too short, so [redacted] put on an extender. He then provided a new, thicker wax bowl ring, which he set and placed the commode down over, and then he bolted the commode into place. For all of this work, per his AHS contract, he paid $125 by credit card. [redacted] then left the premises. We received a second work order from AHS on 04/15/16 (Friday,) to return to Mr. [redacted]'s home, wherein he said the commode now had a stoppage. We explained to Mr. [redacted] that we were booked out, and that we were scheduling for Monday.Mr. [redacted] insisted we bump somebody out of their time slot and give it to him, due to the fact he only had one bathroom. According to the contract Mr. [redacted] signed with AHS, they do not consider a toilet stoppage an emergency, despite the inconvenience such an issue might cause. We do not cancel on customers who already have appointments, so we called AHS to see if there was anything we could do for him. AHS said no, that though they hoped we'd be able to expedite the call, that his contract does not allow cancelling another call in order to provide him service. We ARE required to service all AHS customers within a certain time frame, per OUR own contract with AHS, and that Monday's service date was acceptable by them because they don't consider it an emergency. As such, they would not allow us to transfer the call back to them in order to receive service from another provider.Mr. [redacted] says in his complaint that he had to pay somebody else $150 to come out, which indicates AHS DID NOT send another of its contractors to expedite the call in our place. While Mr. [redacted] became angry with our Dispatcher, he became extremely belligerent and abusive. He cursed and yelled and called our Dispatcher every name in the book, during which time Mr. Ritter continued to try to help him. It was only after he posted a false review on Yelp and submitted a second complaint that we learned that he says [redacted] incorrectly installed the new flange. Upon speaking with Mr. [redacted], he was told if he can submit proof to AHS that we made incorrect repairs, that they might determine it necessary to refund his $125. If that is the case, then after receiving proof of the claim, AHS will refund the Trade Call Fee if they find we were in error.We believe that Mr. [redacted] should contact AHS, since his contract is with them. It would only be by convincing them he is due a refund that he can receive said refund.MacLin Plumbing Co., Inc. is not happy to know Mr. [redacted] is not pleased with our service. Unfortunately, he had a stoppage occur right after we were there, but that in no way means we caused it. Also, just because we were the service company AHS sent to his home doesn't mean that we are responsible for paying for the additional plumbing problems Mr. [redacted] experienced.

The customer said:"I cancelled the follow up appointment after being lied to several times as well as [redacted] telling me they would come cut into the wall at the next appointment which I felt uncomfortable with since Maclin plumbing did not appear qualified enough to even assess where the leak was coming from in the wall." . We only spoke once. that was to schedule.. I never told her we would just start cutting holes in the walls, I toild her we would need autho from the warranty company 1st! she was fine with the appointment.  She never complained to us about being" uncomfortable during the phone call, she even scheduled!  we didn't know about this issue until a Yelp post!  The Customer said:  "Not that is Maclin's business, but after telling the home warranty company about my experience and discomfort with the same company coming back to randomly cut into the wall, they offered to reimburse me for a different company to come out and attend to my problem. They also advised me that if an incompetent contractor were ever again to come out to my house for a repair to NOT pay them the call fee of $75 if they were unable to fix the problem."  that is completely false I have attached a copy of what her warrantycompany has in there contract..  [redacted] who is the warranty company contract relation stated has yet to see a complaint from this customer! She ALSO stated that the copay is payment to the warranty company.  please read the attachment..  I ask for the person from the Revdex.com to please call OLD REPUBLIC HOME PROTECTION AND ASK FOR [redacted] WHO IS THE CONTRACT RELATION REP AT 1-800-858-4488..  she will back up our claim due to her giving us the info about the co-payment this customer is wanting..  she is the one who pointed out the attached file I sent today.. No one made her husband sign the invoice nor write a check... The husband was with the plumber the whole time and yet could not duplicate the leak! The customer also stated the plumber told him if the leak comes back to call the warranty company and we would return at no cost! SHE HAS TO GIVE US A CHANCE TO RESOLVE PER  THE INFO I SUBMITTED IN THE 1ST RESPONSE! As stated before the co-payment is payment to the warranty company... As you can see with the customers Yelp post and the messages the customer is insulting by attacking Me and the plumber. thanks! Not that is Maclin's business, but after telling the home warranty company about my experience and discomfort with the same company coming back to randomly cut into the wall, they offered to reimburse me for a different company to come out and attend to my problem. They also advised me that if an incompetent contractor were ever again to come out to my house for a repair to NOT pay them the call fee of $75 if they were unable to fix the problem Not that is Maclin's business, but after telling the home warranty company about my experience and discomfort with the same company coming back to randomly cut into the wall, they offered to reimburse me for a different company to come out and attend to my problem. They also advised me that if an incompetent contractor were ever again to come out to my house for a repair to NOT pay them the call fee of $75 if they were unable to fix the problem Not that is Maclin's business, but after telling the home warranty company about my experience and discomfort with the same company coming back to randomly cut into the wall, they offered to reimburse me for a different company to come out and attend to my problem. They also advised me that if an incompetent contractor were ever again to come out to my house for a repair to NOT pay them the call fee of $75 if they were unable to fix the problem Not that is Maclin's business, but after telling the home warranty company about my experience and discomfort with the same company coming back to randomly cut into the wall, they offered to reimburse me for a different company to come out and attend to my problem. They also advised me that if an incompetent contractor were ever again to come out to my house for a repair to NOT pay them the call fee of $75 if they were unable to fix the problem Not that is Maclin's business, but after telling the home warranty company about my experience and discomfort with the same company coming back to randomly cut into the wall, they offered to reimburse me for a different company to come out and attend to my problem. They also advised me that if an incompetent contractor were ever again to come out to my house for a repair to NOT pay them the call fee of $75 if they were unable to fix the problem Not that is Maclin's business, but after telling the home warranty company about my experience and discomfort with the same company coming back to randomly cut into the wall, they offered to reimburse me for a different company to come out and attend to my problem. They also advised me that if an incompetent contractor were ever again to come out to my house for a repair to NOT pay them the call fee of $75 if they were unable to fix the problem

Complaint: [redacted]
I am rejecting this response because:
They are completely fabricating there response and now trying to claim that I am trying to commit fraud because of their bad business practices. So let be more specific. They are trying to claim that all of a sudden I magically had a new problem which is not true. They came out and fixed the leak in the toilet. They put in some kind of flange extension to make it stop leaking. Up until that point in time the leak was the only problem that I had. A day later, the very first time I put toilet paper in it, and it was a small amount, the toilet became stuffed up and overflowed. I called the warranty company and I called Maclin directly. Maclin said that I would have to wait until Monday to get someone out to look at it again. This was on a Friday and I told Maclin that I only had one toilet in the house and that Monday was not acceptable. [redacted] from Maclin told me that even though it was a redo for something that they did that I would have to wait until the next available appointment and the he would not give it any kind of priority. So I ended up having to get someone else out to do the repair work on the toilet and it cost me &150.00 The new plumber had to completely redo the work that Maclin did because the flange extension, or whatever it was as I am not exactly sure and I am sure Maclin will attack me over it, was not installed correctly. I am entitled to a full refund from Maclin, They can claim all they want that it was a new problem, but the stoppage arose from them not doing the work properly to beginning with, You will notice how defensive Maclin in especially when they are defaming a client and trying to say that they committed fraud. Again, I deserve a full refund and will not accept anything short of that!
[redacted]

This is the 2nd attempt by the customer to file a complaint with the Revdex.com...  she has change her story of the event...  The 1st attempt by her was denied by the Revdex.com..  Well the customer that is complaining was not there.. her husband was.. [redacted] was out to a home and met with the...

husband.. the husband showed the plumber what the issue was. The plumber could not duplicate the issue nor could the husband..  after the plumber or the husband could not make the leak appear the plumber told the husband if the leak returned to call the warranty company back and we would return at no charge(she stated that in her Yelp rant).  she did call the warranty company and I returned her call. (and yes I did return her voicemail!) She was find we the plumber returning that following Monday the 14th of March, yet she cancelled with the warranty company on the 12th of March. She never gave our company a chance to resolve the issue..  Her warranty company said she can not receive a refund due to her contract. They stated she MUST give the vendor a chance to resolve the issue at hand, yet she did not! Per the warranty company the co-pay is due not matter if she cancels or at the time of service the is not issue is found per her contract! the copay is paid to the warranty company. if she wants a refund she must contact the warranty company and request it, yet since she has not filed a complaint with them so they can not address the issue. Per her contract that she signed with her warranty company the co pay is non-refundable! As in her Yelp rant the husband witness no leaks nor could the husband duplicate the leak, he signed the invoice and paid the plumber. SHe stated the the other company did not cut holes in the sheet rock, yet cut into the cabinet that sit in front of the sheet rock?!?! sheet rock is installed 1st then cabinet after, so yes they did cut into sheet rock!  WE TRIED TO COME BACK OUT TO RESOLVE THE ISSUE YET SHE never GAVE US THE OPPORTUNITY! SHE NEEDS TO CONTACT HER WARRANTY COMPANY IF SHE IS WANTING A REFUND FOR HER COPAY PAYMENT! CHAPTER 27  if an assignee of the claimantor a person subrogated to the rights of a claimant fails to provide the contractor with the written notice and opportunity to inspect and offer to repair required by Section 27.004 or fails to request state-sponsored inspection and dispute resolution under Chapter 428, if applicable, before performing repairs, the contractor is not liable for the cost of any repairs or any percentage of damages caused by repairs made to a construction defect at the request of an assignee of the claimant or a person subrogated to the rights of a claimant by a person other than the contractor or an agent, employee, or subcontractor of the contractor.

Complaint: [redacted]
I am rejecting this response because:
I find it absolutely disturbing that it has taken this business almost two months to generate a somewhat professional response to a customer's legitimate complaint. The fact remains that 2 days after [redacted] was unable to determine the cause, a different plumber was easily able to find and repair the leak in less than 15 minutes. No circumstances changed in these two days. The fact remains that due to the deception and contradictory statements that Maclin plumbing offered, I did not want them to do anymore work on my house due to their contradictory statements and inability to fix a simple plumbing repair. Call it what you want to call it but this $75.00 co payment is paid to Maclin Plumbing not to the warranty company. I did not sign any contract with OHRP that  if someone completely incompetent comes to a customers' home and 1) doesn't perform a service 2) then makes up refutable, contradictory statements trying to excuse themselves for their mistake that I would pay them for doing nothing. Never with any company I have ever dealt with, has a company demanded I pay them if they were unable to perform the agreed upon service. They did not make a good faith effort to repair a simple plumbing problem. They did not make any effort to show they cared at all about their negligence until I filed a complaint.  From reading all of the other reviews of this company, talking down to their customers even when the customer is absolutely correct and performing sub par work in an untimely, unneccessary manner seems to be a theme. Really I am not deeply concerned about getting my $75 dollars back aside from that this company does not deserve my honestly earned money. What I am concerned about is that this company continues to do this to customers. I do not understand how they can have an A+ Revdex.com rating when according to all of their online reviews, the overwhelming majority of customers are extremely dissatisfied with their experience.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:1)The Revdex.com did not deny my first complaint. They misunderstood that I was requesting their assistance in requesting a refund and thought I was reporting Maclin Plumbing as a scam for future customers.2) Neither myself or my husband is a plumber so we called a plumber to determine the cause of the leak. It is not our responsibility to determine the cause. In retrospect, since the cause was a leaking drain tee(visible externally on the wall in plain view WITHOUT cutting into the sheet rock), all the plumber had to do was turn on the faucet to observe water building up between the back of the cabinet and the wall.3) I cancelled the follow up appointment after being lied to several times as well as [redacted] telling me they would come cut into the wall at the next appointment which I felt uncomfortable with since Maclin plumbing did not appear qualified enough to even assess where the leak was coming from in the wall. 4) Not that is Maclin's business, but after telling the home warranty company about my experience and discomfort with the same company coming back to randomly cut into the wall, they offered to reimburse me for a different company to come out and attend to my problem. They also advised me that if an incompetent contractor were ever again to come out to my house for a repair to NOT pay them the call fee of $75 if they were unable to fix the problem5) No one cut into the sheet rock. I have photos if Maclin would really like to continue to try to fabricate this as well. I am deeply disturbed by this company's lack of basic knowledge. It appears from their response that they think the vanity cabinet is contained in the middle of a houses' walls
Regards,
[redacted]

RE: Complaint ID: [redacted] MacLin Plumbing Co., Inc. responded to the above complaint from [redacted] via the Review/Complaints section online. We believe the issues at hand are aimed at us in error, as we have tried to explain to the customer. She has also filed a complaint against us, regarding same, to the TX State Board of Plumbing Examiners. We explained the process of the home warranty company contract under which we were hired, and tried to tell her the "Trade Call Fee" of $75 is between her and Old Republic Home Protection (ORHP). The contract she has with them stipulates how much money ORHP charges her to send a service provider to her residence. ORHP also refers to this as her co-pay. She owes that amount anytime she requests service and ORHP dispatches someone to answer her call. That amount is due whether OR NOT services are performed, per her contract that she signed with ORHP. At the time of service, [redacted] was sent to the customer's home. During his inspection he found no evidence of a leak, nor could he reproduce it. After arriving at the residence, [redacted] first went outside to inspect the brick ledge, which was dry, indicating it wasn't a copper line leaking in the wall. Back inside he tested the sinks. He filled and drained both sinks, inspecting the plumbing under both sides of the lavatory cabinet. He found a slight drip under the sink on the right side at the angle stop/hot side. This wasn't dripping enough to be the source of the leak, so he tightened it, and proceeded to check for leaks on the drains under the sinks; he found none, nor any on the water lines. The only evidence of anything was a slight discoloration he saw on the kick plate along the front of the cabinet, which he attributed to cleaning product discoloration from mopping the floor. The customer's warranty plan won't allow service providers to cut holes in walls, sheetrock, cabinets, floors, ceilings, walls, etc. WITHOUT EVIDENCE OF AN ACTIVE LEAK. [redacted] told the husband that IF or WHEN the leak returned, to please notify ORHP immediately. He explained the warranty for this particular call was good for 60-days, and he'd gladly return AT NO CHARGE TO THE CUSTOMER.At that time, the customer's warranty policy would THEN allow [redacted] to cut into the area that evidenced the leak. However, at THAT point, there was nothing else [redacted] could do for the homeowner.Ms. [redacted] states in her second complaint that in our response to this particular section, that the other plumber had to cut into the cabinet in order to see/find the leak. When [redacted] was there, everything was completely powder dry. Without the homeowner's word, he had no indication a leak even existed, so had he tried to call AUTHORIZATIONS for a denial, he wouldn't have known WHERE to start cutting. It is not our policy for plumbers to "take wild guesses at the customer's expense" and start cutting up their walls or cabinets, looking for a leak that at the time was completely and totally "invisible." Surely, [redacted] cannot be blamed for being mindful of customer property (i.e. their home,) and take a saw to the bathroom "willy-nilly."In any event, he DID tell the husband that he would come back -AT NO CHARGE- IF or WHEN the leak returned. When the customer called back to reschedule because the leak had resurfaced, she was put on the schedule so [redacted] could go back out to the residence. This did not happen, however, because the customer cancelled the call before the plumber had a chance to remedy the situation.We believe that any statements made publicly -as in what the customer posted online- that [redacted] is either incompetent or that MacLin Plumbing was out to "get more money" by dragging out the call, is simply not true. It is neither in the customer's best interest, nor ours, to delay repairs or deliberately postpone fixing something. We would have sent [redacted] back out, a second time at our own expense, in order to find resolution for this customer. Since she chose NOT to give us that opportunity, she spent additional monies by hiring a completely different company.As for the $75, we were ordered by ORHP to collect it, and if she feels she should get that contracted fee back, ORHP -as the contract holder- is whom she needs to contact to make that happen.

Complaint: [redacted]
I am rejecting this response because:The only one not telling the truth here is Maclin. The toilet was not stopped up until they worked on it and the new plumbing company that came out had to redo everything because hey did not put on the piece properly. [redacted] keeps talking about me committing fraud and that is defamation. If he continues doing this I will take him into court and will win. The bottom line is this. Maclin did shoddy work and was not willing to come out and fix it in a timely manner! If they had just been willing to come back and fix it without all the talk about making me wait for three days  when I only had one toilet they would not be in the boat that they are in now. You as the Revdex.com should be able to see that all that is going on here is excuses and rationalizing. We are not talking about a contract here as I had no contract with Maclin. We are talking about doing the work and doing it correctly, something that they did not do! Again the toilet was never stopped up until immediately after they were out here and the first time I put a small amount of toilet paper and waste in the toilet when it was flushed it backed up. It may be a different problem according to Maclin, but it is a direct result of the work that they did. We can go back and forth on this all they want but they did not meet their responsibilities or obligations. They make excuses for everything. It is now up to the Revdex.com to decide a course of action, but when the job is not done correctly or another problem arises from the work down it is the responsibility of the company in question to fix the problem in a timely manner. Something Maclin did not do. And it is not right that I should have to pay someone a second time to come out to fix it. The only solution to the problem is a full refund. [redacted] can keep denying things all he wants, but the overflow was his fault because of the work he did and I am entitled to and will not accept anything less than a full refund
[redacted]

Again this customer is not telling the truth.....  He stated when he talk to Maclin Plumbing he used the toilet without any problem the day of the repair and the next day after...  He said he had a bowel movement and after that the waste would not flush down.. Toilet stoppages  accrue all the time from bowel movements due to either the waste being hard or massive and either with the customer using to much toilet paper! What backs my claim up is the fact that the number 1 plumbing tool sold around the work is a plunger.  Also the co-payment he wanting back is due PER HIS CONTRACT with the warranty is non refundable from the vendors..  he needs to read his contract that he signed with his warranty company! If he still feels he wants a refund then he needs to contact his warranty, as the payment is to the warranty company... Fraud. A false representation of a matter of fact—whether by words or by conduct, by false or misleading allegations..  he  admitted to the warranty, to the vendor,Yelp, and the Revdex.com that the issue Maclin plumbing was out was for a toilet leaking..  He admitted that the leak stopped. he also admitted the toilet worked find the day of and the day after the toilet worked fine! No company can warranty what a customer puts down the toilet.. If the warranty company felt the issue was covered by the work that we did the customer would not have to pay for the repairs, yet he did per his response! This customer also was threatening and insulted to the dispatcher as stated by the 1st response we submitted and yet he doesn'taddress that?!?  It was our office that called the warranty company to see if they would help the customer out. He made false claims on Yelp with no proof to back ANY of his claims! the customer called the dispatcher A MF'ers, SOB,the list goes on! that was the clean version of what he said.he is a businessmen/ owner as well yet total disrespected the dispatcher..  Per his Yelp post he made a fraudulentclaims about Maclin Plumbing..  He post is laced with anger and untruths. While we dont put much faith in Yelp he was insulting in his post...  he wanted to point out some of our bad reviews that are mostly warranty company customer cause they didn't get the response from either us or the warranty company they wanted to hear..out of the 18k service calls we ran we only had about 15 complaints.. I can not stress enough that this customer was threatening and insulting to our dispatcher!!  HE NEEDS TO READ HIS CONTRACT THAT HE SIGNED WITH THE WARRANTY COMPANY ABOUT THE COPAY HE IS WANTING! HE ALSO NEEDS TO CONTACT THEM IF THE FEELS HE DESERVE A REFUND DUE TO THE PAYMENT WAS FOR HIS WARRANTY COMPANY HE NEEDS TO REQUEST IT TO THEM!