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Business Profile

Plumber

McVay Plumbing, Heating & Cooling
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for McVay Plumbing, Heating & Cooling's headquarters and its corporate-owned locations. To view all corporate locations, see

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McVay Plumbing, Heating & Cooling has 4 locations, listed below.

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    Customer Complaints Summary

    • 3 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/27/2024

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On August 6, 2024, a McVay technician visited to provide an estimate for a tub leak. At the end of the visit, we were unexpectedly charged a $70 service fee, which was not disclosed on their website or during scheduling. We contacted McVay to request a refund, believing this practice to be misleading. Their representatives assured us a refund would be processed and that we would receive a callback.Unfortunately, the refund never came, prompting us to pursue a chargeback for the undisclosed fee, which we won. However, on September 18, McVay sent us a demand letter for the $70. We called multiple times on September 26 and 27 to dispute this charge. McVay misled customers by advertising "free estimates" on website and ****. Attached are reviews from other customers who experienced this surprise fee. We request that McVay waive this unfair charge on our account and improve transparency in their pricing practices going forward.

      Business Response

      Date: 10/02/2024

      Ms. *****,

      We are sorry for the situation you described. Our policy is to provide free estimates for installations only. A tub leak is a repair. We sent a highly trained professional plumber to your home, in a fully stocked vehicle that has specialized tools and materials to do a repair and solve your problem. Getting that vehicle, tools and technician to your home is an expensive endeavor for us. Our dispatch fee is one of, if not THE most affordable of most competitors. We apologize for that misprint on our website. We recently updated our website and the web developer unfortunately failed to correct that detail.

      We resolved your payment issue and apologized for the confusion with our billing. We hope this matter is fully resolved at this point.

      Have a nice day!

      McVay Heating, Cooling, Plumbing & Electrical

      Customer Answer

      Date: 10/02/2024

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

      Regards,

      ***** *****

    • Initial Complaint

      Date:01/02/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Beware: Legacy Service Partners has now acquired both McVay Plumbing and Mr Sewer. I hired McVay to perform a dye test and sewer camera inspection per Baldwin Borough requirements. They refused to pass the sewer camera and tried to charge me over $8000 to repair it. I had Baldwin Borough review the camera video and they did not see anything requiring repair. I was told by several local plumbers now that this company now encourages its plumbers to over sell repairs that are not truly needed. Go with a smaller, local plumber and don't get ripped off!

      Business Response

      Date: 01/15/2024

      Hello,

      McVay Plumbing Heating and Cooling has had contact with Mr. ***** and provided resolution to the situation. The situation stemmed from a glitch in new operating software. Mr. ***** was pleased with the effort an steps taken by McVay to resolve the issue. 

      Thank you!

       

    McVay Plumbing, Heating & Cooling is BBB Accredited.

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