ComplaintsforMcHales, Inc.

• Initial Complaint

  04/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  January 2023...Mchale Plumbling replaced my sewer line from the house to the curb for $5,800.00 because sewage backed up in my house. After completion of the paid job...I contiuned to have sewage back up into my house including the dirt McHale dug up from my yard for at least 3 times. I called McHales each time, they came un clogged the sewer line but told me to cal the township because the problem is with the township. I called the township 4 times and was told there is nothing wrong on their end. I asked Mchale to further investigate, they stated they can't see the problem but will unclog the pipes each time i call their office McHale stated I need to get the street pipes replaced. McHales stated they do not perform street work any longer. I told McHale to fix the problem but they stated they cant see where the problem is coming from AFTER i I paid the $5,800. There company left cement on my retaining wall, broke my lamp post, broke my pavers, left cemented rocks in my yard...all causing me to pay other contractors to fix their carelessness. I asked the manager-Beu to ask his higher ups to correct the possible street issue...Twice i was told no. MCHALE told me if I call them after hours for the clogged sewer line, I would need to pay $100 each time. This is causing a great health concern because I have asthma, when there is a back up into my home, I have to breathe the odor. I am asking for my $5,800 to be refunded so that I can pay another plumbing company to correct the problem or for McHales to correct the problem. I've had to different companies inspect Mchales work...both stated their is standing water in the new pvc pipe-the one Mchale installed. Also stating the pitch of the PVC was not done correctly. The other two plumbing companys stated McHale should correct my problem. I am out of $5,800 and I am still having sewage back into my house. Please help me. Thank you.

  

  Business response

  05/03/2023

  I'm sorry for the customers issues.   I have attatched the description of the work , the permit, video from 3/13/23 and document from 3/13/23.   The problem is in the street.  There is a disformed pipe, rock pertubing through it and section of ********** pipe missing on the top of the pipe.   The sewer replacement states that any street work would be additional and there is no warranty under the home or street.   Mc Hales does not perform street work.  I have attatched the permit from the township.  The sewer lateral was inspected and passed by the plumbing inspector.   This problem is further down the sewer line.  Per the ******** township, the consumer is responsible for repairs in the street.  We have informed the customer on the report dated 3/13/23 .  We also emailed her the video that is attatched showing the problem in the street.   Please feel free to call or email me with any questions. Thank You *** ** ****

  Customer response

  05/08/2023

  Complaint: ********
  
  I am rejecting this response because:

  I paid McHales $5800 to correct the problem, the problem exists. I was never educated from McHales that the problem may still exist after their company replaced the sewer line. I could have used the $5800 to hire a honest plumbing company to correct the problem in the street...McHales stated to me that during a site visit to my home, they are capable digging the street up but that they stopped doing it. I asked on 2 different occasions to correct the problem in the street...Beu stated he needed to get permission from his boss to do so. Each time, he came back saying no, that I needed to call the county to correct the problem. MChales never compensated me for cement carelessness on my retaining wall, breaking my light post, breaking my pavers that had nothing to do with the work they did. I am requesting monies back from MsHales for the labor they worked on in my yard. McHales said that if I call to unclog the sewer line (after hours) the fee will be $100 for each service call. Nowhere in my paperwork has this written. McHales were paid to correct the problem,  McHales was NOT paid to just replace a sewer line that had nothing to do with problem. I have documentation from another plumbing company that states the problem was not what McHales replaced. 
  
  Regards,
  
  ***** *******

• Initial Complaint

  06/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had McHales renovate our bathrooms however the service provided resulted in unusable bathroom. Had to have the plumber come back several times to fix issues and had staining on the ceiling in the dining room because no one checked things out properly. Bathroom tile work was poor and all the grout is falling out. Their solution to fix it is to put caulking in between the tiles. They put a faulty exhaust fan in the bathroom and the worker who came to fix it stated that there are problems with the fans themselves and not sure why they are installing faulty exhaust fans. And the switch that was used was didn’t work properly either. Furthermore we failed the final inspection for the electrical. Also have a crack in the sink that occurred during the installation which McHales is refusing to fix. We weren’t given any receipts for payment just at the end of the job a warranty.

  

  Business response

  07/12/2022

  I'm writing in response to this complaint and look forward to resolving any remaining issues.  We have been actively working with the customer on resolving any issues under the warranty.   The bathroom is 100% usable and the customer has a full one year warranty.  We will mail a copy of the warranty form.  The plumbing leak was repaired,  the ceiling was painted and  the electrical issues were resolved.  The exhaust fan is not faulty.  There was a defective switch for the fan and it was replaced.  The electrical will be inspected again by a third party inspector.  The countertop has a defect in the finish.  We have advised the customer that the manufacture will buff it out or replace the countertop.  Mc Hales doenst have the equipment to buff it out.  We need to bring in the manufacturer.  The image of the tile and grout is an air pop from grout settling.  We will fill the grout in.  The image of the countertop is the defect and will be buffed out or replaced.  I look forward to resolving the issues. 

  Customer response

  07/16/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  There has been no discussion about buffing out the sink.  Every time we call McHales get the run around saying they haven’t heard from the manufacturer yet.  Also their answer to fixing the grout was to put caulking between the tiles.  That is not an acceptable way to fix the problem.  Anyone can google it and see that’s not how you fix the grout problem. Also the second inspection for the electrical has not been completed so we don’t know if it’s acceptable yet or not.  
  
  Regards,
  
  ********* *******  
  

• Initial Complaint

  03/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Have issue with heater humidifier that McHales installed. Has not worked since instillation, first technician found humidifier was electrically wired wrong, but did not fix problem. Returned and still didn't fix problem. After leaving a poor review on ****** , owner responded with a promise that Service manager would call. Service manager did call that night. But never scheduled anyone to make repairs. I paid them $80 to fix a problem they created, and issue is still not fixed

  

  Business response

  04/08/2022

  We thought that this was resolved.  We will refund the $80 requested.

  Customer response

  06/02/2022

  Company agreed to refund in April. Still have not received refund of $80.

  Thank you

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

  

  Business response

  06/02/2022

  Sorry for the delay.  We will mail the $80 check today. 

• Initial Complaint

  06/30/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Invoice #******** In May 2021 McHales was called out to fix a sewer line failure after being sent out by ******** ***** (**). ** is our water provider and who we have sewer pipe insurance with. McHales insisted that the sewer pipe had failed and needed replacing along with the trap. They replaced the trap first and that was covered under our warranty and the sewer pipe still didn't work properly. The told my wife who was home at the time that the pipe absolutely had to be replaced and not to use water appliances, toilets etc. The pipe was replaced and my wife paid with her charge card. When it came time to report the repair to the insurance McHales said the pipe replacement was unnecessary and we decided on the replacement ourselves. I feel that this is because they don't want to lose their service contract with ** by forcing ** to cover the cost of the replacement. Until McHales says that the pipe replacement was necessary to the insurance company we are stuck with the bill.

  

  Business response

  07/09/2021

  I'm writing in regards to the above complaint and more than happy to resolve any issues.  We were paid by *** to replace the sewer trap.  We also inspected the sewer line with a video camera in front of *************************** (the homeowner ) and her father.  The sewer line was warped and in bad condition.  We asked *** to pay for the sewer line and they declined to replace the it due to old age and wear and tear.   We even went to the *** escalation team and it was declined again.  Note: on 5/13/21 11:55am  The homeowner *************************** called our office and on a recorded line  and asked to proceed with the work. Our CSR ************ advised her not to proceed because *** may decline it.  She stated she was aware it may get declined and still wanted to proceed.  I'm sorry the customer is upset but we can not control what the insurance will cover.  Please let me know if you need anything else.  Thank You *** Mc Hale     

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