Complaints

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.

• Initial Complaint

  Date:06/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  T Mayes Plumbing & Heating was assigned to a service request through my American Home Shield (AHS) warranty for two issues:A water heater that will not stay lit and does not provide hot water A clogged bathroom sink The appointment was scheduled for June 5, 2025, between 10 AM and 2 PM. The technician arrived late at 2:45 PM and was rude and dismissive from the moment he entered the home.He relit the pilot light on the water heater and claimed the job was done, despite my repeated explanation that the pilot light continually goes out and that Ive had to relight it myself multiple times. I explained that the water heater was still not functional and that this was a recurring issuenot something that could be resolved by simply relighting it. He ignored me entirely and refused to inspect anything further.Worse, the technician did not even look at the second issue listed on the work order: the clogged bathroom sink. I told him clearly that it was part of the service request, and he refused to address it.He then stated there would be no follow-up or return visit, provided no documentation, and left the house without resolving either of the two listed issues.Since then, T Mayes Plumbing has been unreachable by phone, with no return calls or follow-up of any kind. I am still without hot water, and no one from the company has acknowledged or taken accountability for the incomplete and negligent service.This conduct is unacceptable, unprofessional, and appears to be part of a patternT Mayes Plumbing has numerous online reviews alleging similar behavior: minimal work performed, rushed visits, ignored service issues, and jobs falsely marked as complete just to bill the warranty provider.Desired Resolution:A formal apology for the technician's conduct Written acknowledgment that this job was not completed A refund of any amount paid by *** to this company for this visit Confirmation that T Mayes will not be sent to my home again under any warranty assignment

  Business Response

  Date: 06/30/2025

  *********** ***** ****, we apologize for the frustrating experience you had with our services and we appreciate your patience and understanding as we work to resolve this. After carefully reviewing the information we have/were able to gather you were scheduled on June 5th as you mention, however your timeframe was a 10-4 arrival time not a 10-2 so the tech was within time frame. Our time frames are 6 hour time frames to allow techs enough time because of all the calls and service areas we go to and not knowing exactly whats going on in a home until we get there. When you scheduled the call (per the recording) you told the office that your water heater was not providing hot water, you checked the pilot which was still on and you did not know why there was no hot water and then about the clogged sink (which you said was not an emergency) and when scheduling you even repeated the 10-4 time frame back to the office on more than one occasion. Upon arrival after the tech checked the water heater he found the pilot light was out and he relit as you said and his notes says. While we certainly your frustration and saying it keeps going out the tech did not observe this while on site which he has pictures showing it lit. And as you know and have mentioned your service was through your warranty company ******************** (AHS) meaning that there are rules/policies which have to be followed when providing service and as with all services *** only authorizes vendors up to a point. We have to report what we see/find while on site and in the time he was there it did not go out so your warranty company will not authorize us to replace any parts or the heater itself if it is working as it should which it was while he was there. Now we cannot speak to the technicians personality while in your home but please know that the attitude and the dismissing of your concerns you mentioned surely was not our intention nor is it tolerated at our company. As for the stoppage it was notated by the tech that  it was not looked at because the person on site was so worked up by him not doing anything else with the water heater but relighting it. We have reviewed our call logs and voicemails and recordings and while we are not saying you did not call we did not find any contact from the number listed on the contract nor did we receive any call from your warranty company calling on your behalf until after this complaint was filed which includes you saying you do not want us back at your home. If you contacted from another number please let us or BBB know in this review. Finally as for any refund you would need to go through your warranty company *** for that as you did not pay anything to us, you paid your service fee to them. We hope this helps to clarify things and thank you again for sharing your experience. We hope all is working properly at this time and if not please contact our office or let BBB know through this review if you have other questions, concerns or need further assistance and we will make it a priority to get you taken care of. As always we sincerely do hope moving forward that should you have another plumbing issue we can have the opportunity to assist you. 

• Initial Complaint

  Date:12/05/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  January 23rd 2024 I had a new hot water heater installed. I paid for an "inspection" upfront to be conducted by the city. I was told by Mayes it was mandatory to pay for this upfront.
  
  It is now December and my hot water heater STILL hasn't been inspected. I've called Mayes multiple times throughout the course of the year and it hasn't been scheduled. I shared my availability numerous times and still nothing.

  Business Response

  Date: 12/30/2024

  Mrs./Ms. ********, first and
  foremost, we apologize for the delay in resolving your issue and we appreciate your patience and
  understanding as we work to resolve this. It is required to pull the permit for
  a new water heater install and we have done so but Baltimore City had and still
  has (even as of today) your permit on hold. It is near impossible to get someone
  on the phone in the Baltimore City inspection office which is not something new
  but we have been in written communication with them which is typically how things
  get handled with them. With the holidays they are closed more days then we are
  so we most likely will not receive a response or answer from them until after
  the new year. Even with their closures we are still contacting them and once
  the holidays pass we will continue to contact them again and again until we get
  what we need for you. We do apologize on their behalf as well as we have done our
  part of pulling the permit but they are the ones holding it up. We hope they
  will release it soon and once they do we will contact you and get you scheduled
  for your inspection. Thank you again for bringing
  this to our attention as we do take all concerns/complaints seriously so we can work to improve and
  ensure that such incidents as these are not repeated in the future. In the meantime we hope your new water heater is still
  working well and we look forward to contacting you soon. 

  Customer Answer

  Date: 01/02/2025

  
  
  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,
  
  
  
  ******** ********

• Initial Complaint

  Date:06/13/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I called this company because I bought a house and my bathroom backed up and I called him make an appointment. They said they will Come to find out what was wrong with it. and they came before the job they want me to pay $1000 which I paid $1000 then they were there only half hours and then they told me they couldnt fix my problem They thought my problem was really big. I had to call another company . they charge me $1000 but he was there almost 3 hours. Try to find out what was wrong with the problem which he found out Plumbing was clogged by the vinyl glove in tree roots. Saw with the camera.I still cant believe first company took my 1000 dollar did nothing.

  Business Response

  Date: 10/07/2024

  We apologize for the frustrating experience you had with our services. Now we would like to try to address your concerns as you have written out based on the information you provided and that we have/were able to gather. The initial complaint on your work order is that the first floor toilet has a stoppage and is leaking into basement. You were advised of the service trip charge of $120 for diagnosing and that he would provide estimate for work which the trip charge would go towards if you proceed. You agreed to this, scheduled and the technician came out and determined it was a stoppage and the toilet needed to be pulled so the line could be snaked. He provided pricing of $985 (to be $865 after $120 trip charge was deducted) which you again agreed to. As for paying before work is performed this is our companys policy that payment is to be collected before service is rendered  and you again agreed to it. You paid the trip charge, rescheduled and we returned to do the work. The technician was at you home for a little over an hour (which we can show via GPS), snaked multiple times, but kept hitting a hard spot. He got into what he was hitting the last snake attempt and the snake got caught up in the mud. He notated it was extremely hard when trying to pull the snake back out and when he pulled it out there was dirt, mud and some other things in the coils of the snake which we have pictures of and the same things which you even say here yourself the other plumber found. This is what led us to believe the line had collapsed which is how the roots and dirt and all ended up inside your line blocking it. The roots had to get in the line somehow. We cannot speak to what another company says or does but we did attempt to clear it performing the work we charged for but was unable to get it cleared because of the all that was in there. We then advised you as a next step to call a company that can camera the line to locate whats in there and/or the break as we do not do that kind of work (which you also state here you did) and possibly may need a water sewer company as replacement will be extensive. We are sorry that we were not able to fully clear your line and are happy to hear you have been able to resolve this issue at this time. Unfortunately clogs can be caused by multiple reasons and when attempting to clear them there is no guarantee of relieving it, as well as there is risk of damaging lines or even worsening the situation. If you have any questions please give our office a call and well be happy to assist. Thank you for bringing these concerns to our attention and we hope moving forward to be able to have the opportunity to serve you and provide you with a better experience.  

  Business Response

  Date: 10/07/2024

  We apologize for the frustrating experience you had with our services. Now we would like to try to address your concerns as you have written out based on the information you provided and that we have/were able to gather. The initial complaint on your work order is that the first floor toilet has a stoppage and is leaking into basement. You were advised of the service trip charge of $120 for diagnosing and that he would provide estimate for work which the trip charge would go towards if you proceed. You agreed to this, scheduled and the technician came out and determined it was a stoppage and the toilet needed to be pulled so the line could be snaked. He provided pricing of $985 (to be $865 after $120 trip charge was deducted) which you again agreed to. As for paying before work is performed this is our companys policy that payment is to be collected before service is rendered  and you again agreed to it. You paid the trip charge, rescheduled and we returned to do the work. The technician was at you home for a little over an hour (which we can show via GPS), snaked multiple times, but kept hitting a hard spot. He got into what he was hitting the last snake attempt and the snake got caught up in the mud. He notated it was extremely hard when trying to pull the snake back out and when he pulled it out there was dirt, mud and some other things in the coils of the snake which we have pictures of and the same things which you even say here yourself the other plumber found. This is what led us to believe the line had collapsed which is how the roots and dirt and all ended up inside your line blocking it. The roots had to get in the line somehow. We cannot speak to what another company says or does but we did attempt to clear it performing the work we charged for but was unable to get it cleared because of the all that was in there. We then advised you as a next step to call a company that can camera the line to locate whats in there and/or the break as we do not do that kind of work (which you also state here you did) and possibly may need a water sewer company as replacement will be extensive. We are sorry that we were not able to fully clear your line and are happy to hear you have been able to resolve this issue at this time. Unfortunately clogs can be caused by multiple reasons and when attempting to clear them there is no guarantee of relieving it, as well as there is risk of damaging lines or even worsening the situation. If you have any questions please give our office a call and well be happy to assist. Thank you for bringing these concerns to our attention and we hope moving forward to be able to have the opportunity to serve you and provide you with a better experience. 

• Initial Complaint

  Date:07/27/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Our warranty company ******** **** ****** referred ***** Plumbing to replace our water heater back in March 2023. While *** paid for the water heater we paid ***** $1100 for the insulation and the inspection. After the water heater was install the inspector came out in April and the water heater failed inspection because the pipe was too short. After initially denying responsibility, they sent out a chimney company to repair the short pipe. The inspector came out again and the water heater failed because the second pipe from the water heater to the furnace was 4 inches and not 5 like the other one previously fixed. I contacted ***** Plumbing and was told by the chimney company that they sent out that we will now have to pay an additional $355 to replace the pipe. When ***** gave it the total cost of replacing the water heater all related cost should have been included in our total out of pocket. We now being told 4 1/2 after we settled our bill that we need to pay an additional $355. We believe this totally unfair and should be the responsibility of the plumbing company to install our water heater and insure it passes inspection. We are requesting they finish the job by installing a 5' pipe to the water heater.

  Business Response

  Date: 08/01/2023

  Mrs./Ms. ******* *******, we are truly sorry to hear about
  the frustrating experience you’ve encountered
  regarding the water heater replacement in your home. Now we would like to try
  to address your concerns as you have written out based on the information you
  provided and that we have/were able to gather. We appreciate you for taking
  your personal time out to bring this to our attention because we do take all customer
  complaints seriously and are committed to
  addressing all complaints in a timely and satisfactory manner. So to start with
  while this is in regards to the water heater (w/h) we want to clear up that the
  original work order which includes the water heater as an item started in February.
  Your original complaint on 02/21 in regards to the w/h was for a noise, notated
  as “when certain faucets are used in the home,
  customer hears the pipes knocking in the wall.” This had nothing to do
  with the w/h and noises are not covered by *** but the tech attempted a fix on
  the PRV for it on 02/23. We also had to return with parts for a faucet which
  you obtained under manufacturer’s warranty and when you called in to reschedule
  this on 03/01, you made us aware that the knocking noise had returned. On 03/02
  we returned to the your home replaced the faucet parts and adjusted a few more
  things for the noise. Anyway while he was out there for this he noticed the
  leak which up until this point had not been seen/mentioned and made you aware
  of it. Though this specific leak was not on the original work order we still
  called it into *** (even though that should not have been allowed) the next day
  on 03/03. *** covered the new tank but did not cover the permit/admin and necessary
  county code requirements that have to be installed along with it. The same day
  we sent you Flue information via email because you have a gas water heater.
  This email explains everything but a few key points are, that the flue will be
  checked at the same time as w/h inspection so it to must be up to current county
  code as well, that as plumbers we do not do flue work, tells you what kind of
  company you would need, that it is your personal & financial responsibility
  to take care of because your warranty company *** does NOT cover flue
  verification done at any time no matter the reason or the cost for any work
  that needs to be done and if it fails inspection because of the flue the
  reinspection fee is on you as well. Now moving on to the inspection that failed
  for the flue, we paid the chimney company to fix the flue pipe by bringing it
  up to code and paid the reinspection fee. When the inspector came back out he passed
  the flue and has now failed the flue to the furnace. The furnace is not in the
  vicinity/or even connected to the w/h. We have attached 2 pictures. 1 is from
  the old w/h because you can see it a little better but we have marked this
  picture to show you. You will see red, blue and yellow lines. The blue line is
  on the w/h flue, the red line is on the furnace flue and the yellow line shows
  the stack that they connect into that runs up. The 2nd picture is
  with the new w/h but closer up just to show these things are still hooked up
  the same way. The furnace and w/h are 2 separate items. Even though we should
  not have been responsible for the flue, we touched the w/h flue so we  fixed it but we did not touch the furnace. We
  are sorry that the inspector is failing it for this but we have done our job to
  the best of our ability here and our responsibility for the inspection failure
  has ended. We hope this helps to
  clarify things and please contact our office or let BBB know
  through this review if you have other questions, concerns  or need further
  clarification and we will make it a priority to get you taken care of.  As
  always we do hope moving forward that should you have another plumbing issue we
  can have the opportunity to assist you. Thank you again for sharing your
  experience and we hope all is working properly at this time.

  Customer Answer

  Date: 08/07/2023

  I spoke with both the supervisor of inspections at **** and the inspector and they both concur that the plumbing company is responsible for the failure of the inspection.  ***** plumber replaced the first flute which was 4 feet instead of 5 feet which caused it to fail (see attached picture).  You initially denied that he did so, but after seeing pictures of brand new pipes you sent someone out to fix it.  Well the initial failing was for both flutes and your company only brought one of them up to code and not the other which would automatically cause us to fail the second inspection.  I paid for replacement water heater and an additional $1100 for installment and permitting.  When ***** Plumbing was hired to replace our water heater it was understood they would be responsible for putting us back in the position we were in with a water heater that is safe and permitted.  The poor work that ***** Plumbing has done is putting my family safety in jeopardy and at risk of carbon monoxide poisoning because the flute is too short.  Ir was not too short on the old water heater but is on the new one that ***** Plumbing installed.

  Customer Answer

  Date: 08/08/2023

  
  I am rejecting this response because:  I spoke with both the supervisor of inspections at **** and the inspector and they both concur that the plumbing company is responsible for the failure of the inspection.  Mayes plumber replaced the first flute which was 4 feet instead of 5 feet which caused it to fail (see attached picture).  You initially denied that he did so, but after seeing pictures of brand new pipes you sent someone out to fix it.  Well the initial failing was for both flutes and your company only brought one of them up to code and not the other which would automatically cause us to fail the second inspection.  I paid for replacement water heater and an additional $1100 for installment and permitting.  When Mayes Plumbing was hired to replace our water heater it was understood they would be responsible for putting us back in the position we were in with a water heater that is safe and permitted.  The poor work that Mayes Plumbing has done is putting my family safety in jeopardy and at risk of carbon monoxide poisoning because the flute is too short.  Ir was not too short on the old water heater but is on the new one that Mayes Plumbing installed.
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:05/03/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  I purchased a home on 4/13/23 and took possession of the home on 4/17/23. During the home buying process, I had a home inspection completed. The home inspector noted as a major concern "the bottom of the water heater tank is starting to rust. Recommend licensed plumber evaluate." An addendum was added to the contract stating the sellers would have a licensed plumber inspect, repair and/or certify the hot water heater. The sellers provided an invoice from Mayes Plumbing & Heating LLC dated 3/6/23 certifying the water heater was functioning normally. I moved in to the house on 4/22/23. On that day, I discovered there was no hot water in the house. I had a licensed plumber to come out to 4/29/2023. The plummer stated the water heater just don't stop working suddenly and I needed a new water heater. I contacted my real estate agent who contacted the agent for the sellers of the home. That agent informed my agent that the sellers stated they had hot water up until the last day they vacated the house--4/17. My agent suggested I contact the co. who certified the water heater. On 5/2/23, I contacted Mayes. The representative from Mayes said they had no record of certifying a water heater at my new address. I informed the rep that I had a receipt in hand. She researched while I was on hold and came back stating the last time service was performed at the address was for a home warranty covered repair for a garbage disposal and that there was no record of a visit for a water heater. I contacted my agent again who contacted the sellers' agent. They informed us that the reason there was no record was because he is friends with the owner and the owner performed the inspection. The certification from Mayes provided assurance that the water heater was functioning. As a result, I finalized the home purchase. This certificate is questionable and presents a customer service concern. 2 outside expectations state the water heater is bad.

  Business Response

  Date: 05/09/2023

  Mrs./Ms.
  ******* **********, we are truly sorry to hear about the frustrating experience you’ve encountered regarding the
  water heater in your recently purchased home. And we really appreciate you for
  taking your personal time out to bring this to our attention as our we are
  committed to delivering the very best experience to all of our customers. Now
  we would like to try to address your concerns you have written out based on the
  information you provided and that we have/were able to gather. You had a home
  inspection done in February as shown on the 40 page document you provided dated
  02/15/2023. In your home inspection report
  under “Report Overview” on page 2 part of the scope of inspection states that “not all improvements will be identified during this
  inspection, unexpected repairs should still be anticipated and the inspection
  should not be considered a guarantee or warranty of any kind.” On page 34 of your home inspection report under Plumbing it
  addresses the water heater. It starts out by listing out the identifying
  information for the unit then with everything else marked appropriately (like
  yes for having something that should be there) and satisfactory until it gets
  to the condition of the unit. Under the condition there are 3 options,
  Satisfactory, Marginal and Poor. The condition is marked as marginal and marginal by definition means “not of
  central importance, limited in extent, significance or stature.” Under comments it has the exact same comment that is written in the “Report Summary” on Page 3 as the major
  concern which is that "the bottom of the water heater tank is starting to
  rust. Recommend licensed plumber evaluate." There was NO notation under the major concern portion saying
  there was an active leak nor was there anything saying that the water heater
  was not functional at that time which would mean it was working. The seller
  contacted our company in response to the comment of having a licensed plumber
  out to “evaluate”. Now our company has performed other work at this home before
  this so yes of course we do know the seller as we know thousands of other
  customers with some of those being friends or family members. We went to the
  home on 03/06 for the visual and functional test and in regards to the findings
  of the water heater we found the same as the home inspector (which you can also
  see the on the invoice) just in more detail so we are not sure how what we
  found could be questionable or a customer service concern. Since the reason for
  this visit was a visual and functional test (or “evaluation”) it was the owner
  who went out to the property instead of one of our service technicians which is
  pretty routine. Either the service manager or our owner usually handles these kinds
  of calls rather than tying up one of the service guys and taking them away from
  repair work or possible emergencies. We have a dispatch system that is for the schedules
  and notes of all of our service guys and their calls. The schedule and notes
  for these calls in particular are documented in our accounting software (which
  is completely separate from dispatch) so that we can provide the invoice and/or
  receipt. Only one person (aside from the owner obviously) has access to this
  system and it was not the representative who answered the phone which is the
  reason you were told there was no record when you called. As for your plumber
  that stated to you a water heater doesn’t just stop working suddenly, we are
  sorry but that is incorrect. With all due respect that is essentially how
  everything that breaks down works; it is working one minute then it’s not. The
  stop working part is what indicates service is needed. Now the water heater was
  functioning at the time of the home inspection in February, at the time of our
  evaluation in March and per the homeowner during his remaining time at the
  property through most of April and based on all documentation with no active
  leak found. With that being said we are unclear about where the 2 inspections
  state the water heater is bad. The home inspection report states only the rust
  with nothing about it not functioning, you did not have us assess the water
  heater for you after you found it not working and unfortunately whatever deposit
  invoice you attached would not open. Per your statement here the other company
  told you it was bad and needed to be replaced. But, if the unit was not leaking
  then repairs could have been attempted because with it being a 2017 model
  depending on the installation date there is a chance it could have been under Manufacturer’s
  warranty for parts and tank failures. We are sorry again for the stress this
  must have caused but we have the documentation showing the unit was working at
  the time of our visit and you chose to proceed with a full replacement from
  that company and agreed with them to pay for the replacement. We hope this helps to clarify things and please
  contact our office or let BBB know through this review if you have other
  questions, concerns  or need further
  clarification and we will make it a priority to get you taken care of.  We do hope moving forward that should you have
  another plumbing issue we can have the opportunity to assist you. Thank you
  again for sharing your experience and we hope all is working properly at this
  time.

  Customer Answer

  Date: 05/09/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because when I called Mayes Heating and Plumbing, I was informed that there was no record of anyone inspecting a water heater at this address. After being notified of a problem, I was then told the person who answered the phone (and had access to records for previous visits to the home for service), did not have access to this alleged service. This shows poor customer service and attempt to mislead the customer. 
  
  
  
  Sincerely,
  
  
  
  ******* **********

  Business Response

  Date: 05/15/2023

  Mrs./Ms. **********, we regret to hear that you have
  rejected our response and please know that we value your
  feedback and appreciate your patience and understanding throughout this process. We apologize for any misunderstandings that caused our response to not address
  your concerns completely and can understand how this can have an impact on your
  perceptions of our service. There may have been a breakdown in communication during your
  initial interaction with the first representative over the 03/06 visit but we quickly
  attempted to clarify (which you even state here yourself in your rejection
  response) by calling back as soon as we realized what happened to explain why
  you were initially told we couldn’t find that visit. We are taking steps
  to address this internally to ensure that such miscommunications do not occur
  in the future but please understand that no one was intentionally trying to
  mislead you. She was essentially giving you the correct information that she
  had from the dispatch system that contains our service techs visits and info. As
  we explained when we called back and in our initial response (which again you
  also state here) since it
  was the owner who went out to the property the
  information was written up and stored in our accounting software system which
  she does not have access to and we do this for invoice/receipt purposes for the
  seller (and others) that need the documentation. We want to assure you that we
  are committed to resolving this issue (hopefully to your satisfaction) so without
  completely repeating everything in our first response and to keep this to
  answering your rejection response we hope this helps and please let us and/or
  BBB know through this review if you have any other questions or concerns. 

  Customer Answer

  Date: 05/31/2023

  [A default letter is provided here which indicates your acceptance of Mediation. 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 Mediation is necessary.

  Regards,

  ******* **********

  Business Response

  Date: 06/01/2023

  [A default letter is provided here which indicates your acceptance of Mediation. If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the consumer in reference to complaint ID .********, and find that Mediation is necessary.

  Thank you.

• Initial Complaint

  Date:12/27/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 12/22/2023 I called my American Home warranty for a plumbing repair. The sent out **** from T Mayes Plumbing & Heating ************************************************************** **** was very mean and unprofessional. He came to my house on 2 different occasions and both times he had the same personality. This case he did not feel like working and lied on the diagnosis so my home warranty would not cover it. He complained about a washer and dryer that was in his way so my mother moved it out his way. Then he claimed that it was the city side to call them and have them unclog on there side and I did. The city works told me that it wasn't on there side so I tried to get American home warranty and T Mayes to come and look at it again but was told that **** said it was and outside pipe and he would have to go through my toilet and my home warranty won't cover it that I would have to pay out of pocket. I just knew something was off . **** said he snake it out to 60 feet but the tools he brought in just wasn't accurate for that type of job. I tried to call and complain about **** but then the receptionist was also rude and **** had lied to her about him moving the washer and dryer and I know for a fact my mother moved them. You can just push them to side to side with a little force. I ended up calling my own plumber who I paid $606.00 to fix the inside plumbing issue. The plumber said that **** could not have done his job because the plumber I paid for said it unclogged at 35 feet and he went to additional 70 feet just to make sure everything was good. **** lied and wanted me to pay an additional $697.00 for him to take out my toilet . He lied so the home warranty wouldn't cover it. I also see reviews on line about similar issues that I have with them . I also think that American Home shield and T Mayes are scamming people. I ended up paying my home warranty a ****** then I had to pay a new ******* $606.00 for a plumbing repair that should have been covered under warranty

  Business Response

  Date: 02/07/2023

  (COMPLAINT ID #********* - THERE ARE 7 PHOTO ATTACHMENTS WITH THIS RESPONSE

   

   

  Mrs./*************************, as always we would like to begin by apologizing for the inconvenience & frustrating experience youve encountered as well as the delay in response. We also thank you for taking your personal time out to bring this to our attention as we are committed to providing a good experience and make every effort to meet our customers expectations. Now our calls are recorded but we also have AHS Dispatch System in which appointments, updates, call notes, etc. are logged and documented under your generated dispatch number along with GPS on all of our trucks with the system that has time and date stamp so we would like to try to address your concerns (not completely word for word but) in the same order you have written them out based on the information we have/were able to gather. Now we cannot speak to the technicians personality while in your home but please know that the attitude and lying you mentioned surely was not our intention nor is it tolerated at our company. The complaint for this service was for a toilet and tub downstairs backing up when water is ran upstairs. It is essential to understand that clogs can be caused by multiple reasons and when attempting to clear them there is no guarantee of relieving it, as well as there is risk of damaging lines or even worsening the situation.  On 12/22 the technician arrived and along with testing and a few required pictures taken, he also attempted to snake through the basement cleanout but was unable to clear the clog. Our snakes that we carry on truck have approximately 100 of cable. The tech attempted snaking out to 65 and in his notation says that it is only 40 from the inside line to the sidewalk/city line (and there are pictures which will be attached to help represent this). It was his determination at that point since he had gone past the house line that the issue was on the City side. Since the City came out with a camera (per our conversation with you) and determined it was clear on their side, it was determined after that the clog must be farther back and the next step would be pulling the toilet to access the main line to see if the clog is at that point. As you know and have mentioned your service was through your warranty company American Home Shield (AHS) meaning that there are rules/policies which have to be followed when providing service by both the customer and vendor. With all services AHS only authorizes vendors up to a point along with certain equipment and when a service is needed/requested they send out the necessary vendor initially for diagnosis ONLY; whether they return, repair, replace, order parts, or it is covered or not. Anything beyond that has to have the next steps called in to AHS Authorization (AUTHO) Department so THEY will make the determination based on your individual contract and their policies whether or not an item will be covered. This was called in and unfortunately due to a limitation/exclusion it was not covered because of the toilet needing to be pulled so regarding the services that were not covered it is not that the tech lied, the covered repair attempt failed and the warranty doesnt cover pulling toilets or moving appliances to gain access, nothing about it being an outside issue. Now, we cannot speak to what another company says or does but we did attempt a fix that was covered and was unable to get it cleared however its possible the attempt made by our tech, the countys attempt, water running and the toilet being flushed could of loosened it or pushed it out farther to the point that when the other company came in behind it they were able to what seems like simply clear it. You were given pricing from our office to resolve the issue but chose to pay another company to do the work. As for any refund or billing adjustment you paid the other company for work, did not pay us anything at any point and your service fee was paid directly to AHS but, you could certainly speak with AHS to see if there is anything else they could do for you. We truly are sorry for any miscommunication that *** have occurred and although we were not able to assist you in fully resolving your issue at the time and while we cannot change the past, we do hope moving forward that should you have another plumbing issue we can have the opportunity to give/show you a better experience. If the issue reoccurs to where service is still needed and you are willing to proceed with the costs, need help with the costs or were able to get the denial overturned please contact our office or let BBB know through this review and we will make it a priority to get you taken care of. Again please give our office a call if you need further clarification or assistance but either way thank you again for sharing your experience and we hope all is working properly at this time.

• Initial Complaint

  Date:12/05/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I'm a home owner who needed an new hot water heater installed. It was installed on October 11,2022. I was given a date of October 25,2022 by ***** for an City Inspector to come out to check it, no one showed up. I then called T Mayes spoke with the manager ************** believe is her name and she said I didn't have an appointment set up. I called again to speak with ****** and she that the waiting list is backed up she'll call me once she gets an appointment date. I'm making a complaint because they had the install date so the scheduling should've been made if this is in there contract. Plus my hot water is boiling hot when you turn it on and I'm not touching anything. I'm not the professional they are so it needs to be inspected like they stated and the temperature turned down. I hope that you can help me with this. The funny thing I can no longer pull up my emails from either company. T Mayes Plumbing and Heating or ************** contract so yes now I truly think something fraudulent is going on. I did realize it until I to the part below where it asked me to upload my contract. This to companies work together under American Home Shield.

  Business Response

  Date: 02/07/2023

  Mrs./***********************************, as always we would like to begin by apologizing for the inconvenience & frustrating experience youve encountered with the installation of your water heater as well as the delay in response. We also appreciate you taking your personal time out to bring this to our attention as we are committed to providing a good experience and make every effort to meet our customers expectations. Now we have AHS Dispatch System in which appointments, updates, call notes, etc. are logged and documented under your generated dispatch number that has time and date stamp so we would like to try to address your concerns (not completely word for word but) in the same order you have written them out based on the information we have/were able to gather. Your initial complaint for the service was for a water heater leaking at the bottom and we visited your home on 08/02/2022 and determined it necessary for a replacement. With the replacement it is necessary that the water heater be up to current county code including having it inspected and because it was a gas heater the flue to the unit must also be up to current county code. We sent you the necessary info regarding that which included recommending a company to help with the flue since that is not something your warranty covers nor we as plumbers handle and it had to be done before replacement could take place since it is inspected at the same time. The company recommended, ******************** is a separate company and has nothing to do with your warranty company.Once we received the info confirming that your flue was up to current code notated on 10/04/2022 we scheduled you for your replacement on the day you requested which was 10/11/2022. As for the inspection as explained in the flue info sent to you as well as on a call notated on 10/17 the date happens after your installation of course, on a date chosen by the customer for when they can be available. We are sorry for any miscommunication or errors that *** have occurred during the scheduling process but see that notated on 12/14 that has since been resolved along with a notation on 12/22 showing that we also have assisted in helping resolving the really hot water. We are also sorry to hear that you are unable to access your emails from T Mayes Plumbing and Heating or ******************** but this is a technical issue that is outside of our control. Lastly we are not sure who asked you to upload your contract but nothing we do or sent you or any customer for that matter would require you to do that. We are glad to see that most issues seem to have been resolved and if anything is still needed please contact our office or let BBB know through this review and we will make it a priority to get you taken care of. Finally, while we cannot change the past, we do hope moving forward that should you have another plumbing issue we can have the opportunity to give/show you a better experience. Again please give our office a call if you need further clarification or assistance but either way thank you again for sharing your experience and we hope all is still working properly at this time.

• Initial Complaint

  Date:08/10/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  T Mayes Plumbing and Heating was contracted to address leak under kitchen sink. Technician showed up to address the leak on 29 July 2022. Technician swapped out one part. The sink is still leaking in the exact same spot the technician had addressed under the sink.
  
  There is clearly something wrong with the workmanship provided by the technician; either the pipes are mis-threaded, the washer gasket is not in place, or the technician could simply have used plumbers tape. T Mayes Plumbing was contracted to do the job, and I would like T Mayes to finish their contracted job.
  
  I called Mayes Plumbing no less than four times in the past seven days; two times, I left a voicemail on 1 August and on 2 August, automated system indicated my call would be returned within 24 hours. No one has called me back. Two other times I called and I was able to talk to a live person, one on 1 August and another on 8 August. On 1 August, it was indicated someone would call me back, and that information was being gathered on my work order. On 8 August, I was told no one is coming back out to address the issue.
  
  T Mayes Plumbing was contracted through ******** **** ******. I do not know the extent of the conversations between T Mayes Plumbing and ******** **** ******, but I have also engaged ******** **** ****** no less than three times between 1 August and 9 August. Two of the three times, ******** **** ****** reportedly sent out a recall notice to T Mayes, meaning a technician would get back with me and re-address the issue. As indicated above, T Mayes has not gotten back with me regarding this problem.
  
  I want T Mayes Plumbing to finish the job; send out a plumber and fix the leak.

  Customer Answer

  Date: 02/07/2023

  Complaint: 18919231
  
  
  
  I am rejecting this response because:
  

  The company stated I originally scheduled work for: [1) the kitchen sink drain is leaking, causing damage to the kitchen cabinet.].  This is incorrect; I originally scheduled work for a slow draining sink (and) 2) dishwasher discharge coming through the airgap.  Outside hose bib is irrelevant to this complaint, as the company stated, ******** **** ****** did not authorize this work.

  The original work included addressing a slow draining sink. Technician removed p trap and cleaned out the blockage.  When technician replaced p trap, technician did not replace properly because ever since the work was completed, the kitchen sink leaked [causing damage to the cabinet].

  It is the technician's incomplete work that caused the sink to leak, causing damage to the cabinet.  I called the company at least 3 times to have the technician come out and address the leaky p trap they re-installed.  The company never called me back. 

  This complaint is 6 months old; it is unacceptable for the company to wait this long to give such a thorough response and expect to rectify this unresolved complaint in the BBB system.

  Thank you for being there, BBB.

  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 02/14/2023

  Thank you for your response. We understand your concerns and appreciate the opportunity to try to address them as we are determined to provide the best service possible and will take the necessary steps to address the issue and work towards the best possible resolution. We apologize for any discrepancies in the original work order that may have caused confusion and we have reviewed our records again to ensure as best we can that our information is accurate and up-to-date. To start with regarding your concern about the length of time it took to respond to your complaint, we want you to know we take all customer complaints seriously and are committed to addressing all complaints in a timely manner. With that we also have been and will continue to review our procedures to ensure that this does not happen again. We want nothing less than to provide the highest level of service to all our customers. Now we will include several photos with this response along with info that is in the recordings we already submitted (and will resubmit) to support what we are stating/explaining. As we explained previously we have AHS’ dispatch system which has a time and date stamp. When we schedule customers up for service we ask what the problem is that they are having and notate as close as possible to what they are saying to ensure our technicians show up as prepared as we can. Of the photos we will attach there will be 1 showing the issues listed out from the initial conversation from scheduling, 1 of the technicians findings listed out and 1 showing both recorded conversations. The issue under the sink is starting with the sink drain pipes, they are pitched to high which is causing any water (from the sink or dishwasher) that drains to come back up instead of draining out causing the slow drain or clog. We also want to note which you will see in the photos there is spot(s) of your back cabinet cut where it appears that you have had sections of your kitchen sink line worked on before but it is still too high. Now with the dishwasher there are 2 hoses, the white/clear corrugated hose that attaches to the air gap on top of the sink then the 7/8” dishwasher drain hose (the black one) that attaches to the sink trap. When the dishwasher drains, it comes through the white dishwasher hose up through the air gap and then down the black drain hose through to the sink trap to go down and out the drain line. When there is a clog in the sink drain the water that goes through the black hose will come back up that hose and through the air gap on top of the sink which is also what was happening. Anytime there is a clog, there comes a point where the water has nowhere to go which causes leaking. We want to note here that we are not saying there was not a stoppage in the sink but you will see in the photos spots of water damage that was already there in the cabinet as well as the customers gray bucket sitting under the pipes to help contain the water that was already leaking. Also in both recordings but more in the 2^nd one you will hear the customer state how she wants us to come back and “readdress the leak that we were there for, worked on and didn’t fix” but never anything about a replaced p-trap or even stoppage. When the technician was in the home after he found what the problem was he did also verify this by taking off the black dishwasher drain hose (which is the one connected to the sink pipe) ONLY to clear that one to make sure there was not just an issue there but he did not replace anything. You can see clearly by the photos the sink pipes are too high and also that they are the SAME pipes but even with the dishwasher pipe clear the issue came back which is partly why you called back in along with insisting we come back out to put on some plumbers tape or putty. Unfortunately the fact remains that unless the pipe pitch (which is also code) gets fixed the stoppage, leaking, and dishwasher stoppage will all continue. Now on the 1^st recording that is the customer calling us but on the 2^nd recording that is OUR office calling the customer back where she was explained in both recordings the work that needed to done but in both calls she refused to proceed with the non-covered costs work on both items and “advised” us that if we did not come back and just did what she asked she was going to lodge a complaint against us on BBB. This was denied through the warranty company and she was also offered/explained if she was able to get AHS to overturn the denial then we could come back out but without that OR her agreeing to the work that needed to be done and cost with it we are not authorized to come back out and do or touch anything. So if service is still needed and you are willing to proceed with the costs, need help with the costs or were able to get the denial from your warranty company overturned please contact our office or let BBB know through this review and we are willing to come back out and will make it a priority to get you taken care of. Thank you again and we look forward to resolving this issue for you

  Customer Answer

  Date: 02/14/2023

  
  
  Complaint: 18919231
  
  
  
  I am rejecting this response because:

  The technician did remove the p- trap to clear the drain. The technician re-installed the same p-trap. P-trap leaked, technician either did not include the plastic washer or did not use plumber’s putty. The cabinets having previous water damage does not account for the active water coming out of the p-trap after the technician took it out and put it back. I would have liked the business to stand by their work and come out to address the leaking p-trap. But it is now 6 months later. There is nothing that the company can do to remedy the situation. BBB even closed the case for non-response. It doesn’t matter how many times the company mentions conversations on the recordings or other aspects of the [refusal of] work. The recordings are proof I called in no less than three times to complain about the leaky pipe (p-trap) left by the technician, with no follow-up from the company. The complaint cannot be satisfactorily resolved for either party.

  Sincerely,

  
  ******* *****