Malangone Mechanical

2)compalint ID# [redacted] Helvetica,sans-serif;"> [redacted] Homeonwer agreed to pay out of pocket what [redacted] would not cover and have not heard from customer for scheduling Again, [redacted] issue

THE ABSOLUTE WORST CUSTOMER SERVICE I HAVE EVER EXPERIENCEDTook a day off of work after being told there was only one window for me to schedule unless I waited another week for serviceWaited around the house for them to show up only to find that due to missing their ONE attempt to contact me that my appointment was terminatedThere was no call back number provided in a voicemail for me to even call them backWhen I called the CS # an hour later wondering the status of my apptI was told they moved on to the next job, my apptwas terminated and that I would have to be put on a cancelation waitlist for later in the week...they told me the driver could not come back that day even when I said I would home all dayAt no point in time when I was confirming my apptdid the CS Repindicate that missing a call meant that my service would be terminatedIt had been positioned that they would be calling as a courtesy for me to acknowledge they were on their wayI have never dealt with customer service like this before and I would recommend using anyone else possible in your service area if you are ableThey do not deserve your business...how they have an A+ rating on here is beyond me...good luck

Complaint: [redacted] I am rejecting this response because:It is clear [redacted] is in collusion with [redacted] to find problems that [redacted] does not have to coverOn their first visit they tried to claim my shower enclosure was the problem despite it clearly being perfectly fineThen they tried to claim scratches on the shower pan were the problemThey claimed simple scratches were cracks [redacted] does not cover either of these itemsBoth of those "problems" were non-issuesNext they told [redacted] I would not let them break into my ceiling because it was brand-newThis was a double lie as they did not ask, and the ceiling is/was clearly not brand new [redacted] is in collusion with [redacted] to defraud their policy holders and find problems that [redacted] does not cover rather than finding the true problem Sincerely, [redacted]

*** *** did not pay anything for the diagnostic that was
requested by *** *** *** her home warranty companyPer her policy we
must obtain authorization to conduct any work or further diagnosis*** ***
was given a waiver to sign which was done after much
protesting by herOnce we
were authorized to conduct further testing it was found her shower strainer was
leaking in different places which is not covered as wellThe licensed
plumber at her home also noted that the integrity of the shower pan was
questionable but cannot finalize the diagnosis on the shower pan until the
shower strainer was replaced. Once the
strainer is replaced we could then test the pan** *** does not understand
her policy nor does she understand how home warranties workWhen conducting
plumbing work outside of the home warranty we are not restricted by their rules
and regulations and it would be a different experienceAs a third party to the
home warranty company we are restricted on what can or cannot be doneIn
regards to scheduling** ***'s request was received on Saturday July 18th
when our office was closed. We called
and left her a message to call us back on Monday July 20th. When she did return our call she gave us her
availability and she was scheduled for Wednesday July 22ndYes she was given a
window of to and they arrived late due to an emergency but ** *** was
kept informed of the time of arrival. I
am not sure of her definition of days but according to her policy we have up to
business hours to diagnose from the time of receipt of the request and this
time is based on business days and hoursWe serviced her within the guidelines
set forth by her home warranty company

The $service fee is in the contract issued by *** *** *** We normally collect service fees on behalf of *** *** *** and it has nothing to due with *** We did not collect the service fee from *** *** and per her statement she paid *** *** *** directly therefore the dispute is with *** *** *** and not *** *** is a third party and has no control over the policies or the coverages of *** *** *** We can only do what *** *** *** instructs us to do per our contract with *** *** ***

1)complaint ID# [redacted]
Helvetica,sans-serif;"> [redacted].  This is an [redacted] Claim.  This work order was in authorization for a while due to pricing.  Repair versus replacement.  We were able to get them to replace which they supply the water heater to us and we have no control over the delivery or the authorization process.  When we received the water heater the tenant was not available and she the tenant wants it replaced on November 6th.  Her choice not ours.  Honestly [redacted] and tenant delayed the replacement.  Let me know if you need anything else.

Complaint: [redacted]
I am rejecting this response because:
We have contacted [redacted] and they said that we need to contact Malangone Plumbing directly.  We contacted Malangone Plumbing on November 6th via e-mail with no response.  We then called them on November 11th and were told by the secretary in the office that Malangone  needs to speak with his attorney before he can speak with us.  To be perfectly clear, all we want is for Malangone to install the drip pan under the hot water heater.  We are willing to pay for this pan.  However, we are not willing to pay another costly labor charge since this job was not done properly the first time.
Sincerely,
[redacted]

2)compalint ID# [redacted]
Helvetica,sans-serif;">[redacted]  Homeonwer agreed to pay out of pocket what [redacted] would not cover and have not heard from customer for scheduling.  Again, [redacted] issue.

THE ABSOLUTE WORST CUSTOMER SERVICE I HAVE EVER EXPERIENCED.
Took a day off of work after being told there was only one window for me to schedule unless I waited another week for service. Waited around the house for them to show up only to find that due to missing their ONE attempt to contact me that my appointment was terminated. There was no call back number provided in a voicemail for me to even call them back. When I called the CS # an hour later wondering the status of my appt. I was told they moved on to the next job, my appt. was terminated and that I would have to be put on a cancelation waitlist for later in the week...they told me the driver could not come back that day even when I said I would home all day. At no point in time when I was confirming my appt. did the CS Rep. indicate that missing a call meant that my service would be terminated. It had been positioned that they would be calling as a courtesy for me to acknowledge they were on their way. I have never dealt with customer service like this before and I would recommend using anyone else possible in your service area if you are able. They do not deserve your business...how they have an A+ rating on here is beyond me...good luck.

Complaint: [redacted]
I am rejecting this response because:It is clear [redacted] is in collusion with [redacted] to find problems that [redacted] does not have to cover. On their first visit they tried to claim my shower enclosure was the problem despite it clearly being perfectly fine. Then they tried to claim scratches on the shower pan were the problem. They claimed simple scratches were cracks. [redacted] does not cover either of these items. Both of those "problems" were non-issues. Next they told [redacted] I would not let them break into my ceiling because it was brand-new. This was a double lie as they did not ask, and the ceiling is/was clearly not brand new.  [redacted] is in collusion with [redacted] to defraud their policy holders and find problems that [redacted] does not cover rather than finding the true problem.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:1.  I paid $100 to [redacted] for the visit by [redacted].2.  The first visit was a total waste of my time. I have never heard of a plumber not being able to do a water test. I called several, and they all told me that it was impossible to determine the source of the leak without a water test. A second visit by [redacted] and a third party plumber showed the scratches they claimed were cracks were not responsible for the leak. They were clearly scratches. 3. I refused to sign the first version of the release as it contained language that would make me, not [redacted], responsible for the cost of opening up my ceiling to locate the leak source. This is covered by my home warranty, so why would I agree to cover this myself? 
Sincerely,
[redacted]

Review: I purchased a new home on May 21 that came with an [redacted] home warranty. On Saturday, July 18, the master bathroom shower leaked through a recessed light into my living room below. They assigned me to [redacted] to fix the issue. They assigned me to a window of 12 to 4 PM on Wednesday, July 22. They showed up at 9:30 PM. Their plumber told us how tired he was and he one of us to push him up the stairs to the master bathroom on the second floor. When he got into the bathroom he saw minor scratches on our shower pan and told us that was the issue because the shower pan was cracked. I told him I was not sure this was the problem, and I requested that we pour water over the scratches to test to make sure this was the problem. He refused to pour water over the drain or do any additional testing.Desired Settlement: I want a water test at no additional charge. If this is not the problem I want them to find what is the problem and do the standard testing.

Business

Response:

[redacted] did not pay anything for the diagnostic that was

requested by [redacted] her home warranty company. Per her policy we

must obtain authorization to conduct any work or further diagnosis. [redacted]

was given a waiver to sign which was done after much protesting by her. Once we

were authorized to conduct further testing it was found her shower strainer was

leaking in 6 different places which is not covered as well. The licensed

plumber at her home also noted that the integrity of the shower pan was

questionable but cannot finalize the diagnosis on the shower pan until the

shower strainer was replaced. Once the

strainer is replaced we could then test the pan. [redacted] does not understand

her policy nor does she understand how home warranties work. When conducting

plumbing work outside of the home warranty we are not restricted by their rules

and regulations and it would be a different experience. As a third party to the

home warranty company we are restricted on what can or cannot be done. In

regards to scheduling. [redacted]'s request was received on Saturday July 18th

when our office was closed. We called

and left her a message to call us back on Monday July 20th. When she did return our call she gave us her

availability and she was scheduled for Wednesday July 22nd. Yes she was given a

window of 12 to 4 and they arrived late due to an emergency but [redacted] was

kept informed of the time of arrival. I

am not sure of her definition of days but according to her policy we have up to

48 business hours to diagnose from the time of receipt of the request and this

time is based on business days and hours. We serviced her within the guidelines

set forth by her home warranty company.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:1. I paid $100 to [redacted] for the visit by [redacted].2. The first visit was a total waste of my time. I have never heard of a plumber not being able to do a water test. I called several, and they all told me that it was impossible to determine the source of the leak without a water test. A second visit by [redacted] and a third party plumber showed the scratches they claimed were cracks were not responsible for the leak. They were clearly scratches. 3. I refused to sign the first version of the release as it contained language that would make me, not [redacted], responsible for the cost of opening up my ceiling to locate the leak source. This is covered by my home warranty, so why would I agree to cover this myself?

Sincerely,

Business

Response:

The $100 service fee is in the contract issued by [redacted]. We normally collect service fees on behalf of [redacted] and it has nothing to due with [redacted]. We did not collect the service fee from [redacted] and per her statement she paid [redacted] directly therefore the dispute is with [redacted] and not [redacted] is a third party and has no control over the policies or the coverages of [redacted]. We can only do what [redacted] instructs us to do per our contract with [redacted].

Consumer

Response:

Review: [redacted]

I am rejecting this response because:It is clear [redacted] is in collusion with [redacted] to find problems that [redacted] does not have to cover. On their first visit they tried to claim my shower enclosure was the problem despite it clearly being perfectly fine. Then they tried to claim scratches on the shower pan were the problem. They claimed simple scratches were cracks. [redacted] does not cover either of these items. Both of those "problems" were non-issues. Next they told [redacted] I would not let them break into my ceiling because it was brand-new. This was a double lie as they did not ask, and the ceiling is/was clearly not brand new. [redacted] is in collusion with [redacted] to defraud their policy holders and find problems that [redacted] does not cover rather than finding the true problem.

Sincerely,

Review: Malangone Plumbing was selected by [redacted], our insurer, to install a new hot water heater in our condo. This hot water heater was covered by our insurance but because the hot water heater is in the ceiling above my washer, dryer we were charged an installation fee of $567.00 After installation, a contractor friend of ours climbed into the ceiling to take a look and discovered that there were wires piled up on top of the heater and that the old drip pan had been cut to fit the new hot water heater. The wires should have been put into a junction box in the top of the water heater and the pan should have been replaced since cutting the old pan rendered it useless. We contacted [redacted] and they said that they do not cover drip pans and that Malangone Plumbing told us we needed a new pan. MALANGONE ABSOLUTELY DID NOT TELL US THIS. Now to fix this Malangone wants to charge us a whole new installation fee because the hot water heater would have to be removed from the ceiling in order to install a drip pan. They also said that they would charge us an additional $197.50 to tuck the wires into a junction box in the top of the hot water tank. If we had been told that we needed a new drip pan and there was an extra charge for the wires we would have paid this if it meant having the job done properly. Now, if we were to sell the condo, it would not pass inspection. [redacted] sent out another plumber, [redacted] Plumbing, to verify that the job was done incorrectly, and he concurred that the installation was not done properly and that it would definitely not pass inspection.Desired Settlement: That this job be finished by installing a new drip pan and having the wires put back into a junction box. We are willing to pay for the drip pan and for the wires but will not pay for a total new installation.

Business

Response:

2)compalint ID# [redacted] Homeonwer agreed to pay out of pocket what [redacted] would not cover and have not heard from customer for scheduling. Again, [redacted] issue.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:We have contacted [redacted] and they said that we need to contact Malangone Plumbing directly. We contacted Malangone Plumbing on November 6th via e-mail with no response. We then called them on November 11th and were told by the secretary in the office that Malangone needs to speak with his attorney before he can speak with us. To be perfectly clear, all we want is for Malangone to install the drip pan under the hot water heater. We are willing to pay for this pan. However, we are not willing to pay another costly labor charge since this job was not done properly the first time.

Sincerely,

Review: We submitted a request for a service with our water heater on Tuesday, 9/29/2015.

The company indicated that the soonest they can come on site is on Friday, 10/2/2015.

On Friday, the plumber diagnosed the issue and determined that a valve needs to be replaced. They promised the tenant to order the part and return to complete the repair.

When I called back on Thursday, 10/8/2015, the company representative reviewed the records and determined that the serial number that was recorded by the plumber on Friday, 10/2/2015 was not valid, and they could not order the needed part. They asked me to get in touch with the tenant to get an image with the Serial Number sticker (and that’s SIX days after their own visit, while the family is living without hot water!!).

My impression that this company is not motivated and not well organized to stay on top of their processes to make sure that the client requests are addressed timely. The company was not timely with ordering the part as, and after discovering their own mistake with not recording the serial number correctly, not being proactive and responsible with trying to fix the issue.

As of right now the family has been without hot water, since the original request was submitted - 10 (!) days, and we don’t have an outlook on how soon the issue will be resolved.Desired Settlement: We would like to see that the company prioritizes this issue and will complete the repair completed ASAP.

Business

Response:

1)complaint ID# [redacted]. This is an [redacted] Claim. This work order was in authorization for a while due to pricing. Repair versus replacement. We were able to get them to replace which they supply the water heater to us and we have no control over the delivery or the authorization process. When we received the water heater the tenant was not available and she the tenant wants it replaced on November 6th. Her choice not ours. Honestly [redacted] and tenant delayed the replacement. Let me know if you need anything else.