Maxwell Plumb Mechanical Corp

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: The Business has been dishonest in there responseThey Did Not send a technician to my home times as was stated in there responseI told the business my boiler was still under warranty they never even bothered to askWhen I originally called to find out what was wrong with my boiler [redacted] couldn't answer any of my questions because he couldn't understand the technicians writing, he placed me on hold and tried to located the technician but was unsuccessfulI was never able to speak to the technician directly, to get further clarification on why they felt we needed a new boilerThe fact that [redacted] is the one responding to this complaint is unacceptableI've called several times and requested to speak to the owner and I'm told by [redacted] he's unavailableLast but not least they Have Not refunded my credit card as they have stated in there response In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

As per our conversation pertaining to complaint # [redacted] We received a service call from [redacted] to check her boiler [redacted] was quoted a small diagnostic fee to go see what was wrong with her boilerShe already had other companies look at this boiler and both companies told her the parts needed to be replaced insideUpon inspection of the boiler we have located the troubled areas and found leaks coming from the back side of the boilerWhen [redacted] called, we let her know of all the problems and the small diagnostic fee was chargedWe do not make money on the diagnostic fees as it only covers the cost of getting a heating truck and a heating technician to the locationWe took our best foot forward and asked her what year was the boiler installedWe have found that her boiler may still be under warranty and we called the manufacturer for herThey said they needed the serial #s off the boilerWe wanted to have the manufacturer to replace the boiler for herThis would save her money and saving unnecessary boiler repairs if the boiler was still under warrantyThe manufacturer said they needed the serial numbers from the boilerI spoke to [redacted] several times and scheduled for access with her tenants She is not located at the job site, as she said she is in BrazilWe do not have a phone # for [redacted] as we had to rely on her calling us and answering emailsEvery time our technicians arrived to the job site, we rang the doorbell and no one would answerWe could not get in to get the serial #s for her We were only doing this as a favor for [redacted] for FREE with no extra charges, because we try our best to help our clients any way we canWe went to the job site over times and no accessThere was a lot of the time and energy spent going to this job and we actually lost moneyCoordinating with [redacted] , dispatching our trucks and mechanics to the location, speaking with the manufacturer, as well as searching for information online for herWe are terribly sorry we could not please [redacted] and we have refunded her money back to herHope she can find a solution to her troubles Best Regards, [redacted] ***

Case #: ***
To Whom It May Concern,
We are very sorry for this
experience however the A/C unit was repaired and this job is completeThe A/C was in a difficult location with minimal space and required a two-step diagnosis to power the unit and check for other deficienciesThe mechanic returned on 7/**/and completed work to fix the A/C unitWe always strive for great customer service, and to finish repairs as quickly as possible so as to get life back to as fast as we can for the home ownerPayment for the completed job was received on 11/**/and we thank you for the opportunity to service your home
Best Regards
The Team at Maxwell Plumb

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***Upon speaking with *** at Maxwell Plumb, it was determined that the plumbing job at my house was done by an employee of Maxwell Plumb, but as a side job, WITHOUT the consent of the company.I was not aware of this, since the employee represented himself as being there with the consent of Maxwell Plumb.Due to this fact, Maxwell Plumb has stated to me that they have let this employee go.All this said, I find that this resolution is satisfactory to me and the matter has been resolved
Sincerely, *** ***

To whom it may concern,
This response is in regards to ID #***
We at Maxwell Plumb Mechanical Corp reached out to *** *** *** on 11/**/Having both realized the job was not worked on by Maxwell Plumb Mechanical Corp, *** *** has
agreed to retract this complaint against Maxwell Plumb Mechanical Corp
Please confirm receipt of this response
Feel free to call regarding this case should you have any questions
*** ***
*** *** *** ***

[redacted]
[redacted] any amount paid has been refunded in full back to your account,
you should expect to see the credit back to your credit card shortly. 
Please allow a few days for your institution to process the credit back into
your account.  You may give us a call at our office ###-###-####, if there
is any problem. We sincerely apologize, we could not provide the service you
were looking for.  We understand how difficult it is for you, being
outside the United States and owning rental property here is a difficult task
to balance. The accuracy and coordination of this job could have went a lot
smoother if we had a local phone # to call you when we were heading to the
jobsite and after we finished at the jobsite.  We do this as a courtesy
for all of our clients. By doing this there is no misunderstanding between us
and our clients. We try our best to provide the best possible experience
always. We have over 25 years in the plumbing heating and cooling industry.
 We have over 30 trucks serving buildings and homes all across New York
City. We wouldn’t get here by providing poor service or neglecting our customers.
 We will work hard to figure out a new system for clients such as
yourself, a better way so that we do not have these types of issues again.
Best Regards,
[redacted]
Maxwell Plumb Mechanical Corp.
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]    [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
The Business has been dishonest in there response. They Did Not send a technician to my home 6 times as was stated in there response. I told the business my boiler was still under warranty they never even bothered to ask. When I originally called to find out what was wrong with my boiler [redacted] couldn't answer any of my questions because he couldn't understand the technicians writing, he placed me on hold and tried to located the technician but was unsuccessful. I was never able to speak to the technician directly, to get further clarification on why they felt we needed a new boiler. The fact that [redacted] is the one responding to this complaint is unacceptable. I've called several times and requested to speak to the owner and I'm told by [redacted] he's unavailable. Last but not least they Have Not refunded my credit card as they have stated in there response. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

As per our conversation pertaining to complaint #[redacted]. We received a service call from [redacted] to check her boiler. [redacted] was quoted a small diagnostic fee to go see what was wrong with her boiler. She already had 2 other...

companies look at this boiler and both companies told her the parts needed to be replaced inside. Upon inspection of the boiler we have located the troubled areas and found leaks coming from the back side of the boiler. When [redacted] called, we let her know of all the problems and the small diagnostic fee was charged. We do not make money on the diagnostic fees as it only covers the cost of getting a heating truck and a heating technician to the location. We took our best foot forward and asked her what year was the boiler installed. We have found that her boiler may still be under warranty and we called the manufacturer for her. They said they needed the serial #s off the boiler. We wanted to have the manufacturer to replace the boiler for her. This would save her money and saving unnecessary boiler repairs if the boiler was still under warranty. The manufacturer said they needed the serial numbers from the boiler. I spoke to [redacted] several times and scheduled for access with her tenants.  She is not located at the job site, as she said she is in Brazil. We do not have a phone # for [redacted] as we had to rely on her calling us and answering emails. Every time our technicians arrived to the job site, we rang the doorbell and no one would answer. We could not get in to get the serial #s for her.  We were only doing this as a favor for [redacted] for FREE with no extra charges, because we try our best to help our clients any way we can. We went to the job site over 6 times and no access. There was a lot of the time and energy spent going to this job and we actually lost money. Coordinating with [redacted],  dispatching our trucks and mechanics to the location, speaking with the manufacturer, as well as searching for information online for her. We are terribly sorry we could not please [redacted] and we have refunded her money back to her. Hope she can find a solution to her troubles.
 
Best Regards,
[redacted]

Review: I hired this company to do a simple install of a bathroom sink. The preexisting sink had a cosmetic crack, and I (as customer) had already purchased the new ceramic bowl sink, which was at the apartment upon the arrival of the plumber. The plumber proceeded to completely demolish the old sink in order to remove it from the bathroom vanity, then began installation on the new sink. In doing so, he broke the preexisting faucet, and also the pop-up drain. The plumber promised verbally to take the broken faucet, buy a new one, then return the next day with a new faucet and pop-up drain (at his expense), and to finish the installation. The plumber postponed the job for 7 days in a row before I finally called him and asked him to return ONLY to give me back my broken faucet and drain, and to pay me back for the broken items. The plumber said he would, but then he never returned and will not return my phone calls. I called the company to file a formal complaint with them, and they promised to discuss the case with management, then call me back with their decision on a resolution, but now the company will not get back to my inquiries either.Desired Settlement: Since I do not wish to ever do business with this company again, I ask that the company refunds me for the necessary replacement of the broken faucet and drain that the plumber ruined. I had to buy new parts, and I wish to be refunded for the total sum of both.

Business

Response:

To whom it may concern,

This response is in regards to ID #[redacted].

We at Maxwell Plumb Mechanical Corp reached out to [redacted] on 11/**/14. Having both realized the job was not worked on by Maxwell Plumb Mechanical Corp, [redacted] has agreed to retract this complaint against Maxwell Plumb Mechanical Corp.

Please confirm receipt of this response.

Feel free to call regarding this case should you have any questions.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]. Upon speaking with [redacted] at Maxwell Plumb, it was determined that the plumbing job at my house was done by an employee of Maxwell Plumb, but as a side job, WITHOUT the consent of the company.I was not aware of this, since the employee represented himself as being there with the consent of Maxwell Plumb.Due to this fact, Maxwell Plumb has stated to me that they have let this employee go.All this said, I find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I located the aforementioned business Maxwell Plumb Mechanical Corp online. There advertisement states Experience the Maxwell Difference. These are two lines located under this heading Estimates and second opinions and follow up to make sure you are 100% satisfied. They did None of the above. This was the third boiler company I contacted because I always get 3 opinions before I make a decision on a contractor. They were the Only company that stated we needed a new boiler the other 2 companies said the boiler could be fixed. When I told the company representative [redacted] the boiler was still under warranty that's when the problems began.They promised to follow up with the manufacturer Weil-McLain they never did after I provided the direct line of the customer service representative who was handling the case. [redacted] promised to call prior to sending anyone to the house to ensure someone was home. He did not, they scheduled 2 additional visits for a service technician to come back to the house because the manufacturer needed additional information from the boiler and the technician never showed up. Not only did he not show up but I Had to call them to find out Why the technician hadn't shown up I was told the Saint Patricks Day Parade made it Impossible for him to come due to traffic. The 2nd time I was told he got stuck at an emergency call. [redacted] told me they sent someone to my house 12 times I told him that was a lie then he said 6 times. When I asked to speak to his [redacted] he put me on hold and Never came back. I called a week later and spoke to [redacted] who told me they sent someone to my home 3 times and they no longer want to do business with me because they had no access. The reason they don't want to do business with me is because my boiler is still under warranty and they won't make as much money as installing a boiler out of warranty. [redacted] and [redacted] are two of the most unprofessional people I've ever had the displeasure of working with. They're both dishonest.Desired Settlement: I would like my $119.00 refunded because they failed to fulfill there promise of following up to make sure your 100% satisfied and I Never received an estimate or second opinion from them.

Business

Response:

As per our conversation pertaining to complaint #[redacted]. We received a service call from [redacted] to check her boiler. [redacted] was quoted a small diagnostic fee to go see what was wrong with her boiler. She already had 2 other companies look at this boiler and both companies told her the parts needed to be replaced inside. Upon inspection of the boiler we have located the troubled areas and found leaks coming from the back side of the boiler. When [redacted] called, we let her know of all the problems and the small diagnostic fee was charged. We do not make money on the diagnostic fees as it only covers the cost of getting a heating truck and a heating technician to the location. We took our best foot forward and asked her what year was the boiler installed. We have found that her boiler may still be under warranty and we called the manufacturer for her. They said they needed the serial #s off the boiler. We wanted to have the manufacturer to replace the boiler for her. This would save her money and saving unnecessary boiler repairs if the boiler was still under warranty. The manufacturer said they needed the serial numbers from the boiler. I spoke to [redacted] several times and scheduled for access with her tenants. She is not located at the job site, as she said she is in Brazil. We do not have a phone # for [redacted] as we had to rely on her calling us and answering emails. Every time our technicians arrived to the job site, we rang the doorbell and no one would answer. We could not get in to get the serial #s for her. We were only doing this as a favor for [redacted] for FREE with no extra charges, because we try our best to help our clients any way we can. We went to the job site over 6 times and no access. There was a lot of the time and energy spent going to this job and we actually lost money. Coordinating with [redacted], dispatching our trucks and mechanics to the location, speaking with the manufacturer, as well as searching for information online for her. We are terribly sorry we could not please [redacted] and we have refunded her money back to her. Hope she can find a solution to her troubles.

Best Regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The Business has been dishonest in there response. They Did Not send a technician to my home 6 times as was stated in there response. I told the business my boiler was still under warranty they never even bothered to ask. When I originally called to find out what was wrong with my boiler [redacted] couldn't answer any of my questions because he couldn't understand the technicians writing, he placed me on hold and tried to located the technician but was unsuccessful. I was never able to speak to the technician directly, to get further clarification on why they felt we needed a new boiler. The fact that [redacted] is the one responding to this complaint is unacceptable. I've called several times and requested to speak to the owner and I'm told by [redacted] he's unavailable. Last but not least they Have Not refunded my credit card as they have stated in there response.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

[redacted] any amount paid has been refunded in full back to your account,

you should expect to see the credit back to your credit card shortly.

Please allow a few days for your institution to process the credit back into

your account. You may give us a call at our office ###-###-####, if there

is any problem. We sincerely apologize, we could not provide the service you

were looking for. We understand how difficult it is for you, being

outside the United States and owning rental property here is a difficult task

to balance. The accuracy and coordination of this job could have went a lot

smoother if we had a local phone # to call you when we were heading to the

jobsite and after we finished at the jobsite. We do this as a courtesy

for all of our clients. By doing this there is no misunderstanding between us

and our clients. We try our best to provide the best possible experience

always. We have over 25 years in the plumbing heating and cooling industry.

We have over 30 trucks serving buildings and homes all across New York

City. We wouldn’t get here by providing poor service or neglecting our customers.

We will work hard to figure out a new system for clients such as

yourself, a better way so that we do not have these types of issues again.

Best Regards,

Maxwell Plumb Mechanical Corp.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: We hired Maxwell Plumb to come in on Monday, July [redacted], to repair our air conditioning unit. We waited for them to show up, but they did not, and did not call back to let us know they were not coming. We finally got a hold of them around 5, and they advised they would try to make it the next day. On Tuesday, they did not show up until late afternoon, but said that they were working on the unit "all day." We were not home, but we have cameras in the apartment, and know that they certainly did not spend all day, and were barely there 1.5 hours. We were told that a solanoid needed to be chaged., and that it would be done the next morning. On Wednesday, they again did not show up until late afternoon (and insist they spent all day there again), changed the solanoid and said the system was fixed. When we got home, the system was in the same condition. We called again, and were assured they would be back on Thursday morning. They did not show up until late on Thursday and said that there was a short, and a new transformer would be put in the next morning. They did not show up on Friday, did not call - and when we finally got a hold of the company, said they won't be able to do it. We insisted, as we have a baby and it is the middle of July in NYC, and one of their mechanics finally came at the end of the day, said there was a short in the system, and it would be fixed on Monday. Yesterday, Maxwell Plumb showed up and put in a new transformer, but never fixed the short. We called up again and asked them to fix the problem, rather than the consequence. The system immediately blew the transformer, of course. Today they did not show up, and when we asked them when they would come it to fix the short, we were told maybe tomorrow. Then, we were told that they can't fix it, and someone may be able to come in tomorrow - not to fix anything, but to give us a quote for a whole new unit. I asked them why they won't fix the problem when they are clearly able to identify it, and the system was able to work when they changed the transformer, and they said that if they fix this problem, something else will blow soon. That is not an acceptable solution. This is a new building, and I don't believe there has been a need to change any of the units yet. We think that Maxwell Plumb is just trying to bilk us out of money and get us to unnecessarily change a very expensive system because it is the middle of July and it is unhealthy to live without AC in downtown NYC - and we have a baby to worry about.Desired Settlement: I would appreciate them coming in and finishing the job - namely, finding the short in the unit, and fixing it, rather than trying to get us to buy a whole new system.

Business

Response:

Case #: [redacted]

To Whom It May Concern,

We are very sorry for this experience however the A/C unit was repaired and this job is complete. The A/C was in a difficult location with minimal space and required a two-step diagnosis to power the unit and check for other deficiencies. The mechanic returned on 7/**/14 and completed work to fix the A/C unit. We always strive for great customer service, and to finish repairs as quickly as possible so as to get life back to normal as fast as we can for the home owner. Payment for the completed job was received on 11/**/14 and we thank you for the opportunity to service your home.

Best Regards

The Team at Maxwell Plumb