Complaints

This profile includes complaints for Maitz Home Services's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Maitz Home Services

  3320 Hamilton Blvd Allentown, PA 18103-4525

  
• 

  Maitz Home Services

  307 Ruthar Dr Newark, DE 19711-8016

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:05/25/2025

  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.

  Recently, I had an issue with my central air system in my home. I called Maitz Home Services to come out to take a look at the system. Upon further diagnosis of the situation, the technician explained that the system had shut down due to condensation build up not draining appropriately which caused the system to shut down to prevent damage. After a while of being in the attic repairing our unit, he started yelling for us downstairs.. Get some buckets, hurry up! So, we did. After a while he explained that he got the condensation pipe unclogged, he heard gurgling in the pipe which meant air was getting through. Later that night, we noticed water staining on the ceiling, and eventually dripping came from the attic ceiling below the unit. Called the company back, they sent another technician out to make the repairs and take pictures of the water damage. The technician bypassed the original plumbing so the system would drain, and went on his way. The manager was supposed to contact us about the damage, but did not. Reached out again and was told that the manager would call us back, again. However, we have not heard back since. Had to hire contractor to fix the damage caused by the first ***********

  

  Business Response

  Date: 06/13/2025

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager has made several attempts to contact Mr. ******** by phone to further discuss the matter but has not been successful in reaching him. We encourage Mr. ******** to contact us at his earliest convenience so we can address his concerns directly and work toward a resolution.

• Initial Complaint

  Date:03/18/2025

  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.

  I spoke with ***** from Maitz regarding the situation below and she asked if there is anything she could do to make the situation better. After further reflection, my wife and I have a solution we would like to present to *****, but we have been calling her for the last 2 weeks but have not received a return call. We would like *****, or someone form the Maitz Management Team to contact us regarding this issue so we can come to a final resolution. Original BBB Complaint On November 14, 2024, ****** from Maitz Home Services came out to replace our toilet. While ****** was here, we mentioned to him that the exhaust fan that Maitz had installed earlier that year was not functioning properly. The light didnt work, and the fan lacked suction power. In the process of looking at the exhaust fan, ****** pulled the fan away from the ceiling leaving a gap big enough for us to be able to see into the attic and peeling the paint from the ceiling. The next day Maitz sent over their Technician, ******, to look at the exhaust fan. ****** pulled on the fan increasing the gap in the ceiling and then he told us he couldnt look at it further without breaking it. During the appointment, ****** was rude and arrogant. He was very demeaning towards my wife, and I asked ****** to leave. Once ****** left, I called Maitz Dispatch and spoke to a supervisor named ******* who said that Maitz would replace and install the fan free of charge.That was over two months ago. I have called Maitz on multiple occasions and have been told that the exhaust fan still hasnt been received from the manufacturer which I find hard to believe. When my wife and I ordered the fan, it arrived within a week. Clearly no one is following up on this. There is no reason that this should have dragged on so long.

  

  Business Response

  Date: 04/05/2025

  **** you for the opportunity to address this complaint. Maitz was originally contracted to replace a toilet at Mr. ******* home on February 21, 2025. During the visit, the plumber attempted to assist with an issue related to a bathroom exhaust fan and an electrical outlet, despite these not being part of the scheduled service. Unfortunately, while handling the fan, it was accidentally damaged, resulting in a visible gap into the attic. Due to a miscommunication, Mr. ****** proceeded with the repairs through another provider. In an effort to resolve the matter amicably and as a gesture of goodwill, Maitz issued a refund to the customer as an apology for the inconvenience. Mr. ****** expressed his satisfaction with the resolution.

• Initial Complaint

  Date:03/13/2025

  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.

  I had my HVAC system replaced in March of 2024, which required replacement again in June of 2024 due to defective component. When attempting to apply for state rebates through utility companies I was made aware that those applications were rejected because the components installed did not meet/comply with any approved **** certification. I choose to spend more on the system for efficiency purposes and am concerned that the system may not be performing as advertised since the components installed are not certified by ****. I have been trying to get information and resolution from the company but they have been non-responsive.

  

  Business Response

  Date: 04/05/2025

  Thank you for the opportunity to address the concerns raised regarding the **** installation completed by Maitz on March 29, 2024. Our Service Manager contacted Mr. **** to discuss the discrepancy related to the **** match-up for the rebate he was seeking. We sincerely apologize for any inconvenience this may have caused and have taken immediate steps to resolve the issue. As part of our commitment to customer satisfaction, we have agreed to replace the existing coil with one that meets the necessary **** requirements for rebate eligibility. The coil replacement has been scheduled for Monday, April 7, 2025. Additionally, our Customer Relations Manager followed up with Mr. **** to confirm the upcoming service and offered to check in with him again after the replacement is completed. Mr. **** expressed his appreciation and was pleased with the proposed resolution. We remain committed to providing high-quality service and ensuring our customers' concerns are addressed promptly and professionally.
  

• Initial Complaint

  Date:01/24/2025

  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.

  On November 14, 2024, ****** from Maitz Home Services came out to replace our toilet. While ****** was here, we mentioned to him that the exhaust fan that Maitz had installed earlier that year was not functioning properly. The light didnt work, and the fan lacked suction power. In the process of looking at the exhaust fan, ****** pulled the fan away from the ceiling leaving a gap big enough for us to be able to see into the attic and peeling the paint from the ceiling. The next day Maitz sent over their Technician, ******, to look at the exhaust fan. ****** pulled on the fan increasing the gap in the ceiling and then he told us he couldnt look at it further without breaking it. During the appointment, ****** was rude and arrogant. He was very demeaning towards my wife, and I asked ****** to leave. Once ****** left, I called Maitz Dispatch and spoke to a supervisor named ******* who said that Maitz would replace and install the fan free of charge.That was over two months ago. I have called Maitz on multiple occasions and have been told that the exhaust fan still hasnt been received from the manufacturer which I find hard to believe. When my wife and I ordered the fan, it arrived within a week. Clearly no one is following up on this. There is no reason that this should have dragged on so long.I want the exhaust fan installed as soon as possible. It has been over two months and I am beyond disappointed that I have to reach out to the BBB to resolve this issue.

  

  Business Response

  Date: 02/12/2025

  Thank you for the opportunity to address this complaint. Our Customer Relations Manager has been in contact with Mr. ****** regarding the repair of his exhaust fan and has apologized for any delays in resolving his concerns. The repair is now scheduled for February 13, 2025, and Maitz will be coming out to complete the work. We look forward to resolving his repair and ensuring it meets the highest standards. Our Customer Relations Manager will follow up with Mr. ****** afterward to confirm his satisfaction. We appreciate his patience and value the opportunity to make this right.

• Initial Complaint

  Date:08/01/2024

  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.

  We had our mini split system installed on June 19, 2024 and I have called at least 10 times complaining of the same issue. Our living room/kitchen area had a ****** BTU floor unit placed and that area runs 24/7 full blast and can never get the temperature below 74 and on hot days it will be about 78 or so. We had someone from Maitz come out and agree that we needed to have a bigger unit put it from the start and the location of the current unit is not working to cool the kitchen area. The problem is they are trying to charge us an ADDITIONAL $10,000 to now put an additional inside and outside unit for their mistake in not quoting us properly or putting in the correct units that was meant to cool our home to the appropriate temperature. This is 100% not acceptable whatever. We already paid over $16,600 just a month ago for this system and they need to rectify the situation at their own expense. Everyday its so hot in my house and I have health issues that the heat makes worse. The service we received and lack thereof is just horrible so far and we did not get what we paid for.

  

  Business Response

  Date: 08/23/2024

  Thank you for the opportunity to address this complaint. Our Installation Manager has been working with ******************** to resolve the issues he encountered with the mini-split system installed by Maitz Home Services on June 18, 2024. To address the cooling concerns, our Installation Manager proposed installing a larger unit, which ******************** accepted. This installation was completed on August 8, 2024. On August 9, 2024, our Customer Relations Manager followed up to ensure ************************ satisfaction, and he confirmed that he is fully satisfied with both the resolution and the performance of the new unit.

• Initial Complaint

  Date:03/12/2024

  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.

  In 2014 I purchased 2 Maytag heat pumps with 12 year warranties. For 10 years I have paid Maitz $30 per month to be a "premier" client so they come out twice a year to inspect and repair any plumbing and HVAC needs. Several times, work has been done on the heat pumps - all under warranty. A couple of times the tech said "oh, one heat pump is under warranty but not the other one - that makes no sense so I'll repair under warranty". However, in January the tech discovered a big problem that was causing my heat pump to use emergency heat and I received a $400 electric bill instead of my usual January bill of $250 and he declared "this heat pump is NOT under warranty - you'll need to call the service manager"......and so I have been calling and no one other than the women answering the phone will talk with me about my options. No repairs - not even an offer to repair without its warranty. It makes no sense that after 10 years, they now say it's not under warranty and will not even speak with me about repair or replacement.

  Customer Answer

  Date: 03/18/2024

  Maitz finally called me on Thursday, March 14 after hearing from you (thank you SO much) and said they agreed that the unit was still under warranty but that they couldn't get the part to fix it for 2 weeks so they asked if they could install a new system for me on Friday, March 15th and they did do just that.   So, yes, they resolved my issue after ignoring me for six weeks.   I'm so glad they care about your rating!   Quite an ordeal that would not have had resolution without your support.

   

  

  Business Response

  Date: 03/19/2024

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager spoke with ******************** about this matter. On 3/15/2024, Maitz replaced the existing HVAC equipment with a 2-Ton Heat Pump under warranty as a good faith effort in order to resolve an further concerns with the equipment. Our Customer Relations Manager spoke with ******************** on 3/18/2024 to follow up after the install. ******************** is completely satisfied with this resolution. 

• Initial Complaint

  Date:07/17/2023

  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.

  On 11/05/2021 I had a brand new furnace installed by Maitz. Problems started almost immediately when the heat was being used. Horrible overwhelming odors of diesel fuel would come out of the vents. Of course the furnace was guaranteed for the first year. I had service techs out 3 times to resolve the problem and each time it would be fine for a few days. towards the end of winter 2022 the smell was back. That summer (2022) I turned on my central AC (which uses the furnace blower and fan) to be faced with hot air coming out!! No AC!! Another service call-I was told that there was no ***** --there must be a leak somewhere. I was told it would cost me almost 3000.00 to find the leak and fill it with ***** or 8000.00 for a new system. I just spent almost 7000.00 almost 6 months before for the new furnace. So I paid them 160.00 to have another tech to come out and find the leak. He never really tried to find the leak. just told me it had no *****. (All these things worked fine when I moved in Sept. 2021). This year 2023 I had my Insurance make an appointment with Integrity Heating and air conditioning for a second opinion 125.00 service call. I was told the same thing!! No ***** in the system there must be a leak..About 3000.00 to find the leak-repair it and fill with freon. They never called me back or returned!! Finally a family member recommended *** ******* **** *******. Another service tech. All his gauges determined the pressure was fine and there was definitely no leak. He took the doors off the furnace to determine condition of ***** line--he said that Maitz had to drain the ***** out of the line to solder it to the new furnace, apparently they never put ***** back in the line. And none of the techs even tested the line. I have requested a re-imbursement of the 896.28 that I paid to Diagnose and replace the freon, that they have apparently drained out and never replaced. My central air is now working great due to *** ******* **** *******...

  

  Business Response

  Date: 08/01/2023

  We appreciate the opportunity to review and address ****************** concerns with regards to the services recieved. After reviewing her file internally we were able to determine that as our process was not followed to perform a leak search during the service she should not have been charged what she was. Our Customer Relations Manager was able to speak wth ************** and come to an amicable resoltuion with regards to a refund. We appreciate ****************** cooperation in the matter and consider it resolved.

  Customer Answer

  Date: 08/08/2023

  [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:07/14/2023

  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.

  We purchased a new air conditioning unit from Maitz. We signed the agreement on 7/10/2023 and the unit was installed on 7/12/2023. The professional from Maitz did an evaluation of our current unit, duct system, wiring, breaker box on 7/10/2023 and sold as unit that was equivalent to our current unit. We signed the agreement with the agreed upon price of: $20,922.00. A few hours after the installation was complete on 7/12/2023, the unit stopped producing cold air due to tripping the breaker multiple times. After contacting the company and explaining the issue, they quickly sent the original installer out to resolve the issue. The installer realized the new unit required a minimum breaker of 33 amps. Our current breaker was only 30 amps. He "resolved" the issue by installing at 60amp breaker. He then left. He installed a 60 amp breaker on a 10 gauge wire. THIS IS A HUGE FIRE HAZARD and was discovered by the homeowner. As a note we recently had our basement finished and the breaker box was inspected and PASSED. The company has been contacted, they admitted fault and that this is not to code and needs new wiring. However, they have not been able to find a time to fix their error and we are unable to safely use our AC system. Our home either needed a smaller unit or new wiring. We feel Maitz practices are unsafe and not truthful to the consumer.

  

  Business Response

  Date: 08/01/2023

  Thank you for providing us an opportunity to address ************************ concerns. Our install manager did return on 7/17 to run a new wire and installed the correct breaker in the panel. We have attempted to reach out to ******************** to confirm she is satisfied with these repairs and the unit and breaker panel is working accurately, but have been unable to make contact. Although we consider this matter resolved, we ask ******************** to contact us at her earliest convenience if there is anything she feels still needs to be addressed.

• Initial Complaint

  Date:10/12/2022

  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.

  We purchased a new gas combination boiler from maitz which was installed on 3/18/22. The salesman specified a indirect water heater to go with our new boiler. The installers told us since the boiler had its own water tank we may not need the indirect and we should try it over the weekend to see if the water was sufficient. We decided against having the water heater installed and discussed with then manager Chris who said he would pick it up and credit us $500. We made arrangements twice and the water heater is still in the box in our basement and we never recieved credit. On 10/04/22 i turned the heat on in our home and boiler began to backfire and malfunction. A tech from maitz came and identified a problem with the heat exchanger and arragned to overnight the part from the manufacturer. On 10/08/22 a different tech came to install the new part and broke a different part while trying to reassemble the boiler. Once again a part was to be overnight shipped from the manufacturer. My wife spoke to the manager, Ian, about there whereabouts of the needed part. The new part was backordered but Ian was able to find it and get us scheduled for the repair on 10/12/22, my wife also spoke to Ian about the issue with the water heater and arrangement for pickup. Maitz called my wife today and told her there was a misunderstanding and only the water heater was scheduled to be picked up today and not our boiler fixed which we have had no heat or hot water for a week+. As of this conversation Ian has not returned any of my wife's calls and we are still without hot water or heat from a six month old broken boiler. The boiler cost us 16500.00 and there is a 10 year parts, labor, and heat exchanger warranty that i have documentation for.

  

  Business Response

  Date: 10/18/2022

  We replaced the entire boiler on 10-13-2022 at no charge to resolve outstanding problems 

  Customer Answer

  Date: 10/19/2022

  [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:
  
   Maitz has made good on the repairs and the matter is resolved.  Thank you for your assistance, my family and I appreciate it. 
  
  Regards,
  
  *********************
  

• Initial Complaint

  Date:08/31/2022

  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.

  Aug 19 2022 Maritza Home services he came my house his repair outside fluid ac box and basement he repair furnation about 30 min power off not working stove and water heat damage floor water

  

  Business Response

  Date: 09/30/2022

  There are multiple electrical related code violations and safety concerns the homeowner has not addressed.  Maitz Home services cannot leave a home in an unsafe condition. Homeowner was left a quote to trace electrical circuits and provide resolution. Customer refused.