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Marshall Mechanical Reviews (3)

Please [redacted] item ** in terms and...

conditions. 
 
This work was authorized by [redacted] see attached work order tickets. 
 
The thermostat was bad as diagnosed by our technician.  [redacted] knew the cost of the repair before it was made.  She was given a choice to move forward or decline.  She chose to move forward.  The water heater produced hot water after the repair. The second visit showed the dip tube had failed.  We cannot see inside water heaters therefore we do not know if the dip tube was still intake on our first visit.  It had failed sometime between the first and second visit.  Sometimes the appliance cannot handle the stress of the repair.  Right now the water heater is working and [redacted] agreed to all repairs prior to Marshall making the repair.
 
We cannot refund the initial $250.00 since the thermostat was bad. 
 
 
[redacted]
 
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Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
The technician misdiagnosed the problem.  I had hot water BEFORE he replaced the thermostat, and nothing changed after he replaced it.  If the dip tube failed between visits (5 days), something would have changed with my hot water in those days.  NOTHING changed with my hot water until he changed the dip tube.  It is false to say that the thermostat was the issue.  Not to mention how much he over charged my for BOTH service calls.  Ridiculous.
Regards,
[redacted]

Review: I had a problem with a hot water heater where it was not making enough hot water to complete a shower. It would always start out hot, but diminish as the shower went on (20 mins or so). After that, it was only warm when turned all the way on hot. The service tech from Marshall Mechanical came on Thursday, April 20 and diagnosed the problem as a thermostat issue. He replaced it and charged me $250 ($100 labor + $150 for the thermostat). Thermostats generally cost about $80 so they are price-gouging. Problem was not fixed...no changes to the hot water issue. I call on Monday, and they come back on Tuesday. They found a different problem, and wanted to charge me $195. Obviously, the thermostat was not the problem, so I paid $250 for nothing, AND they want to charge me $195 to replace a part that costs $10 (as per the service tech). I paid labor for 2 days of service, when it should have been done in one visit. During the second visit, I called and spoke to [redacted], the [redacted]. He was incredibly rude and condescending. Although he was not present during the service call, he claimed that the thermostat was not working because it was not igniting the pilot light so it would not heat the water. THerefore, I should not have ANY hot water. I told him that was incorrect because I have hot water every day...just not enough of it. He then tells me he will call me back in 20 minutes and as I try to respond (to give him my phone number), he hangs up. NEVER calls back. His technician then fixes my problem and charges me $137.50. The [redacted] of the company had called him and gave him that price to charge me. I asked the tech if the [redacted] would be calling me back and his response was "no".Desired Settlement: Since I paid $150 for a thermostat I did not need (that should only have cost $80 to begin with), and I paid $100 for a service call that fixed nothing, I would seek my $250 back for the first service call.

Business

Response:

Please [redacted] item ** in terms and conditions.

This work was authorized by [redacted] see attached work order tickets.

The thermostat was bad as diagnosed by our technician. [redacted] knew the cost of the repair before it was made. She was given a choice to move forward or decline. She chose to move forward. The water heater produced hot water after the repair. The second visit showed the dip tube had failed. We cannot see inside water heaters therefore we do not know if the dip tube was still intake on our first visit. It had failed sometime between the first and second visit. Sometimes the appliance cannot handle the stress of the repair. Right now the water heater is working and [redacted] agreed to all repairs prior to Marshall making the repair.

We cannot refund the initial $250.00 since the thermostat was bad.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The technician misdiagnosed the problem. I had hot water BEFORE he replaced the thermostat, and nothing changed after he replaced it. If the dip tube failed between visits (5 days), something would have changed with my hot water in those days. NOTHING changed with my hot water until he changed the dip tube. It is false to say that the thermostat was the issue. Not to mention how much he over charged my for BOTH service calls. Ridiculous.

Regards,

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Description: Mechanical Contractors

Address: 3009 W Leigh St, Richmond, Virginia, United States, 23230-4505

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