Business ProfileforMcElroy's, Inc.

We asked McElroy's to come out to look at a water heater at our son's home where the flue was not installed correctly. We asked them to come out after 3:30 as he works full-time and would not be available until after that time. The technician looked at the flue about 4:00 and said it was not up to code and they could fix it on another day. A new date was arranged and then I was told I needed to pay $138.00. This payment did not count towards any parts or labor - just them coming out and spending 10 minutes. The new date would cost an additional amount for the parts, labor and them coming out to the house. We were quite surprised at the amount charged and when I called to discuss this, I was told that this was the cost of diagnosing the problem. That if he had stayed to repair the problem, we would have been charged $250.00 an hour for overtime. I would like to respectfully request that this company fully disclose the cost of coming out to someone's home before a schedule is set.

Thank you for kindly reaching out with your concerns. We’re sorry we were unable to meet your needs, and that there was confusion regarding costs. When making service calls, we try to be clear that we charge a diagnostic fee of $138, which can be applied to the cost of repairs if done during the same service call. We met your specific request of being there at 3:30 on the scheduled day and our technician waited until nearly 4:00 when Jack arrived to let him in. As discussed, our technicians’ standard hours are 8:00 am until 4:30 pm – after which time overtime charges apply. Had we been able to begin work at 3:30 as originally planned, we probably would have had time to diagnose and complete the repairs then – in a timely and cost-efficient way. As it was, we needed to either charge overtime rates to complete the job that day, or charge the diagnostic fee for that call and schedule a second visit during standard hours to complete the job. We understand this was the root of your frustration. Candid customer feedback is very important to us, and we appreciate your time in letting us know your thoughts! We hope our response is also helpful to you, and we wish you the best.