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Complaint Details
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Initial Complaint
23/10/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
This team came to the condo I was selling on Sept 25 to fix a toilet loose on the flange. The person booking the appt, & the tech (& his protégé), were very polite/personable. I appreciated their description of the issue they fixed. No issues with service, I found them very lovely/friendly /reasonable. 5 days later, though the condo only occupied 2 of those 5 days, the toilet had come loose again. I was out of town, and my brother using the condo reported the issue. I rebooked a tech to come and asked about warranty, and was told "we will see what we can do". I was charged full price. The next tech that came was again personable. however full price was charged. I asked how I knew the fix was proper this time and he said "don't worry, I made it so it wont come loose again". I called the business and they said they talked to both techs, and told me the issue was that we either I used the toilet too soon after the first tech, or I abused it. 1. Used the toilet too soon- there was no instructions not to use it the first time-in fact, the protégé used it right after repair, not me. I had a ******** ******* appointment then a ferry to catch right after, so I went to the ***, used their facilities there and ran for a ferry. The condo was vacant and unused for 4 days after I left. The toilet was only used by their staff after the fix. 2. The second team member told me the toilet was used too soon (see #1) or abused due to users having weak leg/quad/knee strength. The only person who used the toilet after the fix was my ******** who is extremely fit, and just competed and placed in athletic competitions , and has 3x weekly personal training sessions where he he lifts, as well as running and biking each week. He is more fit that the average user, and has zero injuries. I never used the toilet. I feel some of this should have been warrantied. 675.15 for a flange repair is a lot.
Business response
23/10/2023
Dear ******,
Thank you for sharing your experience with us. We sincerely apologize for the inconvenience you've encountered and the frustration it has caused. We strive to provide exceptional service to our customers, and it's disheartening to hear that you did not receive the quality of service you expected.
We've carefully reviewed the situation and appreciate the detailed account of the events. Your concerns regarding the toilet repair are certainly valid.
To make amends for the inconvenience you've faced, we would like to offer you a full refund for secondary repair. Please expect the refund to be reflected on your account within 3-5 business days.
We appreciate your feedback, as it helps us improve our services.
Thank you for giving us the opportunity to make this right.
Sincerely,
Rebecca C******, Director of Operations
Murrayville Plumbing & Heating Ltd.Customer response
23/10/2023
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.I truly appreciate Murrayville Plumbing's prompt and professional response. I would not hesitate to recommend them to others after this.
Sincerely,
***********************Initial Complaint
16/01/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Services rendered by Murrayville Plumbing and Heating for which I should not have to pay the invoice amount of $1,244.78. The problems address and solved were: —Our house was not being heated. —Our house had no hot water in the taps. —Two parts of the new system were replaced. —Technician commented that the water was not adequately flushed upon instillation. Feb 17, 2022, I bought a new ****** ***** ************ ********** ************ *** ************* thermostat from Murrayville Plumbing and Heating. They installed the system in my house at a total cost of $12,065.76. I paid the bill in full. Dec 30, 8 AM The ****** boiler was not heating water. The technicians fixed the problem and repaired a vent coupling on top of the unit. 11 AM The ****** boiler is not heating water. I phoned Murrayville Plumbing & Heating and sent them a photo of the screen readout. 9 PM the boiler was off, so now the house is cold and has no hot water. Jan 2, 2023 No heat in the house. Murrayville Plumbing & Heating came to our house and assessed the situation as a plugged valve. No pressure in the boiler. Circulate and wash the system (lots of brown coming out). Removed the plugged valve and flushed. They said the system should have been flushed upon installation on Feb 17, 2022. Jan 3 Murrayville Plumbing came to our house. Two technicians installed: New boiler feed and new vent collar with sensor. The house now has heat and hot water. Jan 9 To my amazement, Murrayville emailed me an invoice dated Jan 3, 2023 for $1,244.78. I think I should not have to pay for services done on a recently purchased heating and water system. I phoned the office three times to dispute the charge. The receptionist said that she would relay the message to the appropriate people and they would call me back. They never did. The invoice memo included the following note: “To make changes to your invoice, please email: ******************.” I emailed the above address but they did not reply.Business response
18/01/2023
Dear ****,
Thank you for bringing this matter to our attention. We sincerely apologize for the delay in response time.
We value our strong customer relationships and in this case we have reviewed our Core Values with our team: Go all in, Show we are, Keep it clean, Leave it better.
Our Vice President has reached out to you to resolve this matter, and has waived this invoice.
If you have any further questions, please do not hesitate to contact us.
Sincerely,
Rebecca C.
Operations Manager | Murrayville Plumbing & Heating Ltd.
104 -20551 Langley Bypass, Langley BC V3A 5E8
778-888-6451 | [email protected]
www.murrayvilleplumbing.comCustomer response
18/01/2023
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.
Sincerely,
**** *******
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.