BBB Accredited Business since
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This contractor provides plumbing, heating and air conditioning services.
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A BBB Accredited Business since
BBB has determined that McDonald Plumbing/HVAC Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that raised the rating for McDonald Plumbing/HVAC Inc. include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 3 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||3|
This business is in an industry that may require professional licensing, bonding
or registration. BBB encourages you to check with the appropriate agency to be certain
any requirements are currently being met.
These agencies may include:
Pennsylvania Attorney General List of Registered Contractors
16th Floor, Strawberry Square, Harrisburg PA 17120
Phone Number: (888) 520-6680
Fax Number: 717-787-8242
Type of Entity
Business ManagementMr. Ken McDonald, President Ms. Sherri Eury, Office Manager
PLUMBING CONTRACTORS PLUMBING DRAINS & SEWER CLEANING SEWER CONTRACTORS WATER HEATERS-REPAIRING HEATING & AIR CONDITIONING GARBAGE DISPOSALS-HOUSEHOLD WATER HEATERS-DEALERS BATHS HEATING CONTRACTORS PIPE THAWING
Alternate Business NamesJohn D & George E McDonald Plumbing & Heating
Industry TipsHome Improvements - Heating & Cooling Home Improvements - Plumbing Pennsylvania Home Improvement Consumer Protection Act
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Complaint Trends - Last 3 Years
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Read Complaint Details
Complaint: Long story short, our main sewer was backed up while we had a house full of guests. Some of the guests had pulled the basement toilet and tried snaking it out. After several hours to no avail, the tech from McDonald showed up. We already had the toilet pulled, so all he had to do was snake the main.It wasn't until the following day and $500 later that I realized the bill stated 2.5 hrs is what I was billed for. The tech hadn't arrived until 10:30 (the bill started at 10:00). He also originally only brought a small drum snake machine and had to leave to get "the big machine". Well I was billed for the at least 30 minutes he was gone for that.I've never heard of a company charging for travel time, or also for time because they didn't bring the correct equipment in the first place. Also, I was left to reset the toilet, so the guy didn't even have to do a complete job. I feel I was billed unfairly for an extra hour of labor.
Desired Settlement: Refund of 1 hour labor rate which was unfairly billed. I was only told the labor rate of $120/hr when I had called to inquire about the time discrepancy.
In response to complaint #*******, on
We charge a trip charge to and from the customer’s home of $75.00 which includes a 15 minute diagnostic of the problem. This is standard and common in the residential service industry and our fee is well below what our competitors charge. Our technicians keep a small shake machine on their vehicles which is sufficient to snake a line, but the blockage at Mr. ******’s home was packed full, so
Mr. ****** needs to understand that we biil from the time the technician is in route to the job (which was 10:00 p.m.) until the time the job is complete, which in this case was 2.5 hours (10:00 p.m. to 12:30 p.m.).
Mr. ****** spoke to both secretaries on Monday, February 24, 2014 and it was explained to him that our fees to snake a sewer line is based on what size machine is used, how far out we snake the line, and includes set up and clean- up of the machine. Our normal fees to snake a line can range anywhere from $240.00 to $350.00 on regular business hours, and we normally cannot quote an exact fee due to the nature of the job.
We did not puil Mr. ******’s toilet, and therefore we are not responsible to reset it, however, upon Mr. ******’s request we would have reset the toilet but he would have incurred more costs for us to do so.
The charge to Mr. ****** were reviewed by myself, the owner, and I verify that his charges are accurate. Had he been able to wait until normal business hours, his charges would have been much less. While I understand his urgency in the matter, he agreed to pay the overtime rates and therefore was fairly charged by us. McDonald Plumbing and HVAC takes great pride in accommodating our customers, and we made every attempt to satisfy the customer in this complaint.
The tech was told the blockage was INSIDE the house, yet he insisted "shit runs down hill" and snaked the exterior main with the small drum snake. The blockage had already been diagnosed prior to his arrival. At no time, either on the phone, nor while the actual cleaning of the drain was occurring, were the labor rates disclosed. Had they been appropriately, I would NOT have consented to the service, and waited until a rental facility was open to perform the job myself.
I personally believe the tech was inexperienced and initially made a poor judgement as to snake the exterior main, which had already been confirmed was running clear prior to his arrival. He should have attempted the small machine INSIDE, as had been asked of him, before deciding it was inadequate, resulting in an additional hour of "labor". By his own admission, he is an HVAC tech, so this company should more carefully schedule who is dispatched to the specific type of call.
BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.
|9/10/2013||Problems with Product/Service|