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Master Tech LLC
Phone: (208) 538-5066 PO Box 50577, Idaho Falls, ID 83405
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This company provides plumbing, heating/air conditioning, kitchen/bath remodeling, drain, and appliance installation services.
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Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for Master Tech LLC include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 1 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||1|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Licensing, Bonding or Registration
These agencies may include:
Type of Entity
Limited Liability Company (LLC)
Business ManagementMr. Russell Bartlett, Owner
Plumbers Plumbing Drains & Sewer Cleaning Heating & Air Conditioning Appliances - Installation Kitchen & Bath - Design & Remodeling Heating Contractors
Hours of Operation
|Monday through Friday: 8am-5pm|
Service AreaSoutheast Idaho
Alternate Business NamesMaster Plumbing Of Idaho Falls
THIS LOCATION IS NOT BBB ACCREDITED
PO Box 50577
Idaho Falls, ID 83405 (208) 538-5066
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Complaint Trends - Last 3 Years
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|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Problems with Product/Service
Read Complaint Details
Complaint: Mastertech was hired by my warranty company to fix my furnace. ******* came out on Tuesday 11/26 said he had to order a part but put a used one in to get me by until the part comes in. He assured me it would last several months if needed. He told me he would come out the following Tuesday to replace the part. I made arrangements to be home that day and he called me and told me "oh so i had to order that part and I will have to come out next Tuesday to replace it." So the part must not have been ordered when he said he did. My heat went out Sunday called him Monday he was out of town until Thursday so how was he to come out Tuesday if he went out of town and he never even called me to reschedule. His advice oh well call your waranty have them send someone else out. They can't send someone else out becasue he hadn't completed his job. I was at his mercy and he then promised me he would come out first thing Thursday and he then informed me the part just shipped. Which to me is confusing if he ordered it the two weeks prior he was supposed to order it by. He then said something about back ordered but wounldn't he have known that two weeks ago or even a week ago hmmm. Thursday comes along i wait all day to take my lunch to meet him at my house and 3:30 and no word and no return call from my calls to him. I call his office they say my part just shipped today which again makes no sense to what i have been told in the past. Finnally I get in touch with him and he tells me he's behind because people won't stop calling him. Maybe if you called your customers and followed up we wouldn't have to call you. He told me he would be two hours before he could come out and would call. 3 hours later he calls me. At this point my warranty company hired another comapany to come out. Honestly this by far is the worst experience I have ever had with a company and it makes it even worse that its something so serious has heat your customers can't afford for you to not resovle things and follow up on parts.
Desired Settlement: I would like my service call refund back I feel the other company should get it because the issue was never resolved and you never followed up with me or apologized for the condesending way you spoke to me when i called you today to find out where you were,
Business Response: RE: Ms. *******
I responded to this service request in a timely manor. On Tues Nov. 27th I worked on the furnace. A part was needed to complete the repair. Normally, the part needed is available locally so I told I would get the part and come back Thurs Nov 29th. However after shopping for the part, it was unavailable locally and I had to order the part from the factory. I ordered the necessary part immediately. I informed Ms ******* that the part was ordered and would notify her when it arrived. I was told by my wholesaler that it was suppose to ship on Monday Dec 2 (this information was retrieved via UPS Tracking site). As it turns out the Ice Storm that crippled the nations shipping caused a delay. Ms. ******* seemed unable to understand this and spoke rudely to me spoke as if I had intended to lie to her. I offered to her that I could come back on Thurs Dec 5th (even though the part was still unavailable). I told her that my day was full but I would get by there sometime that afternoon. As it turns out, other work took longer. She called me that afternoon complaining because I was not yet there. I told her that I was at least 2 hours from completing the job I was on. She demanded "I will see you in 2 hours". I explained that it may not be exactly 2 hours and I would call her when heading her way. I told her that I would definitely come that evening (even though I didn't have the part and I had already worked a 12 hour day). It was possible that some other issue was causing the furnace failure. After completing the other work, I called her Dec 5th and she cancelled the call stating that she had someone else taking care of it.
The $60.00 service fee that she paid is a home insurance "Co-Pay" and does not effect the other companies ability to collect for any work they do. Master Tech LLC has fulfilled every aspect of the contract as agreed to with her Home Warranty Company and will not be offering any refund.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Mr. Bartlett was not accurate in his reply.He came out Tuesday said he would order the part and be out the following Tuesday Dec 3. He called me the following Tuesday said he has just ordered the part and would be out the following Tuesday Dec 10. I called him Monday Dec 9 told him the furnace was out he stated he was out of town until Thursday and couldn't help me and to call someone else. He then indicated the part was confirmed shipped Monday the 9. He told me 100% and he told me warranty company he would be out first thing Thursday and the part should be in Wednesday. After several calls on Thursday his office finally said the part was not shipped until Thursday so again when was my part ordered and why did it take over 3 weeks the ice storm didn't even Hit until the 3rd week. Also he failed to acknowledge he had a scheduled apt with me on Tuesday the 10 and he wasn't even in town to show up if the part was indeed in. My frustration was in the way the situation was handled. I demanded that you keep your word which is correct.You had continuly rescheduled my apt and kept saying the part was ordered and in. The other company that was sent to my home showed up when they said and followed through with everything that was promised.He called me 730am on Friday kept me informed on the situation and ordered my part which ironically was sitting in Boise. He will be out 1st thing Tuesday at 7am to replace it. I was hoping you would apologize for dropping the ball and it would be a done situation. But your lack of taking any responsibility and blaming your customers which I have read on several other complaints against your company is obviously a trend. I will not refer anyone to yor company and I will continue to let people know what my experience was and how you took no accountability.