ComplaintsforMayes and Sons Plumbing Company

• Initial Complaint

  10/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  June 27th 2023 I had them come out due to an insurance I had on my water lines.They came in dismantled the bedroom doing significant damage 1700 dollars worth.Then they went in dug down exposed the lines didn't find the leak they clamped line off and ran new into back bedroom. The leak is still there I called them and they are not guaranteeing their work.They said if they go in and determine that it isn't from where they was working before it will be another 2500.I told them you never found the leak how can you determine that.I now have to hire another plumber and rip up my room again to fix it properly after being all redone from them tearing it up.

  Business response

  10/11/2023

  Mayes and Sons was sent to the home through a warranty program, contracted by the homeowner. Work was completed as agreed upon on June 27th, 2023. Two leaks were found beneath the slab of the home and repaired. Homeowner communicated another leak had previously been repaired elsewhere. Mayes and Sons has detailed pictures of the work and do stand by the work that was completed.

  On October 3rd, a technician was sent to the property at no charge to the homeowner to investigate an issue. The homeowner no longer has a warranty program. A manager from Mayes and Sons has also been in communication with the homeowner.  A different company has been contracted by the homeowner to find the CURRENT leak. If the current leak is from the work that was done previously, Mayes and Sons will address this with the homeowner. However, if the leak is in a different spot, Mayes and Sons cannot be held responsible. 

  Customer response

  10/11/2023

   I am rejecting this response because:
  When they were Jack hammering they hit the pipes that was the only leak found that sat that I'm aware of.Due to the fact they stopped jackhammering shortly after and went a different route in making repair.Thats when they tied pipe and cut wall made new pipe ti the bathroom.As far as the previous leak that was when we first bought the home over 10 years ago so not sure how that's relevant. The thing is the sound is coming from the same place and the waste water meter continues to run.This has been going on since they left.Im having a new contractor come out the week of October 23rd.Also even if I had this warranty they already paid out the maximum to them this year 2000.00.Im right now with that plus 500 for them to fill the hole in with concrete which was horrible plus 500 for find a leak plus the damages with out of pocket deductible after these people come out its going to be 4500.00 for this.Im far from being rich  I'm a disable veteran living month to month.This next one I will have to take out a loan.I would of never thought to listen or check the meter after these professionals was here and that was on me and a learning experience. We are talking three months same stuff.
  
  

  Business response

  10/19/2023

  No pipe was hit by a jackhammer. Again, the work was completed on June 27th, 2023 and Mayes and Sons was not contacted regarding a suspected issue with the work until October 2nd, 2023 (104 days). A technician was sent out, at no charge, the next day.  

  Customer response

  10/23/2023

   I am rejecting this response because:The statement is untrue about them not hitting the pipe with the jackhammer.I was there when it happened. They then prececeded to stop digging and pinched lines off rerouted new lines to bathroom never finding leak.As far as the days I would hope and pray especially the damage they did and the work they did that the problem was fixed.I am a homeowner not a plumber. I called my wastewater with who my meter continues to run they thought the bill possibly was from the old leak.It never went down.You would think with that kind of price tag and work there would be a guarantee on their work.I will definitely know to listen and look at meter next time,what a nightmare. 
  
  
  

• Initial Complaint

  06/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In January, they came to fix a backup in the sewer line. Part of this involved replacing pipe under the driveway. They incorrectly back-filled the hole (one of their own plumbers commented that it was not done according to code when he saw the "finished" work). As a result, there is a sink hole in the driveway and water leaking in the basement by the sink hole. They told me they would fix it in April or May, but it is the end of June and they haven't done anything.

  Business response

  07/12/2023

  Mayes and Sons regrets the delay. A manager was sent on 6/28 and took pictures of the property. On 7/12, a crew was on site and made the appropriate repairs. 

• Initial Complaint

  03/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had them snake my sewage cleanout on 11/29/22 for $300 and the water had receded, but more water than usual remained in the pipe. I was told if it didn't resolve the issue, they would come back and redo it. When it clogged up again, I called and spoke with ****. He said their servicemen would never say they would come back 30 days later or even the next day without being paid. **** made me feel like I misunderstood the conversation I had with the serviceman, so I had them come out and jet the cleanout all the way to the street for $500 more. Our serviceman **** mistakenly sent the jet from the outside cleanout towards the house. He kept jamming it down the cleanout and I said why is the noise in my house. I checked the basement, and he busted pipe in the basement and sewage was spraying everywhere. They replaced the pipe and tried to jet to the street, but they couldn't get all the way to the street. **** said "If this doesn't resolve the problem, we'll come back out and take care of it, no charge". I said **** swore you wouldn’t say that to me, so I need you to finish the job. I was being calm and not taking anything out on the servicemen. Mistakes happen, fix the issue, and move on. I was told the mess wasn't their problem and they tried to collect $500 from me. I asked to speak to a manager and was told by **** to call the office and ask for **** because he had just spoken to him about the issue. When I called in, **** answered, and I asked to speak to the ****. **** wanted to know why, but I told him I didn't want to talk to someone who lied to me and asked for **** to call me. The GM Bob called me and was uniformed that their crew broke a sewage line, jetted sewage into my basement, and said don't call back for services. I explained the situation to him, and he said **** would call me back. I never heard back from them. I missed work and spent days cleaning their mess up, had to throw personal property out, and have to fix drywall and replace insulation.

  Business response

  03/14/2023

  Per the receipt provided (and submitted by the consumer) the property was serviced on 11/29/22 and charged $300. The main sewer was snaked and roots were pulled back - no repair or installation was done. As printed on the receipt, there is NO GUARANTEE ON DRAIN CLEANING, per company policy. The customer did have full use of facilities. 
  
  
  5 weeks later the customer called back and given a quote to hydrojet and camera the main sewer. Regarding the remaining services provided to the property, management spoke to customer at length regarding the situation. It was determined that the customer would NOT be charged for the work completed. 
  
  
  Although 1/3/23 was the 5th visit to the customer’s home in a 3 year period, it was communicated that it was no longer in the best interest of either party to return. 

  Customer response

  03/15/2023

   I am rejecting this response because:
  
  Mayes & Sons plumbing were hired to clear my outside sewage line.  Instead they caused property damage, loss of wages, and I had to pay to have a different company complete the job successfully. They didn't complete the job either time they were here, since water was still filling the pipe.    Both times Mayes & Sons were here the serviceman said he would come back to finish the job, which is why they came back a second time for no charge.  The second time they committed to hydro-jetting my outside sewer line all the way to the street. This was unsuccessful and on top of that, they sent the hydro-jet into my house causing damage to my sewage lines and personal property.  I am asking for a service charge refund since the services were not successfully performed either time.  It is in the interest of both parties to go separate ways once financial issues are resolved.
  

  Business response

  03/17/2023

  The customer paid for services rendered on 11/29/22. A receipt was given. The customer called back 5 weeks later for additional services, which the customer had concerns about. After several conversations with a manager, the customer’s charges for the second visit were dismissed and it was communicated that no further services would be performed.

  Customer response

  03/21/2023

   I am rejecting this response because:
  
  I don't understand the point of your comment, as no solution was provided.  Each time you provided services the task was not completed. The first time the pipe was still full of water and the serviceman said he would come back. The second time they tried jetting the pipe to the street and I was told they would come back.  No services were successfully performed and that’s why I am requesting a refund. A separate company had to complete the services yours couldn’t.

  
  I am attempting to resolve this through this platform and if it is unsuccessful, then I will have to get the courts involved for the refund, in addition to property damage and lost wages.

  
  

• Initial Complaint

  06/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had a leaking faucet. I called my home warranty provider for a recommended plumber. The home warranty company referred me to Mayes and Sons Plumbing Company. A technician arrived at my home on April 13, 2022 to repair the leaking faucet. The technician insisted on going in the basement to turn off the water in the entire house. I explained to him that there was a water shut-off under the sink; consequently, there was no need to go into the basement. yet, he insisted. So, i took him to the water line in the basement. He replaced the faucet and went back in the basement to turn the water back on. After his departure, we realized the water pressure was very low. Once we realized that the pressure was not restored to the normal pressure, I called the home warranty for Mayes and Sons to send another technician out to correct the pressure. A technician came out on June 7 and turned the pressure up to 91 (which is entirely too high) and he left. I called Mayes and Sons on June 13 to explain the situation and ask for a resolution to this situation. They refused to accept any responsibility for the change in pressure in my house. We had the house built in 1998 and have lived here since. The pressure in the house had remained the same until the technician from Mayes serviced our faucet. If we did not have pressure problem in our house before this technicians serviced our faucet, why did we have the problem after he serviced the faucet. During my telephone conversation with a supervisor at Mayes and Sons, he told me that I needed a pressure regulator. Why was this pressure regulator not mentioned during the second technician's service call? Instead of turning the pressure up higher than the recommended amount and leaving the pressure in my home at a dangerous (unsafe) level. This went from repairing or replacing a faucet to lowering and then increasing the pressure level in my home. Mayes and Sons does not acknowledge their role in this situation.

  Business response

  06/28/2022

  Mayes and Sons has sent a manager to the property of this customer. It was verified that the failure occurring was not due to any technician's actions. The customer's warranty company was contacted by management on their behalf and unfortunately this issue is not covered by the program. Mayes and Sons continues to be willing to work with the customer to resolve the water pressure issue in the home. In good faith, a manager has been sent to the home at no charge and a fair, honest quote has been given at this time. 

  Customer response

  07/05/2022

  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.

• Initial Complaint

  05/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Mayes and Sons plumbers came out to address a clogged drain line. They charged $200 to ostensibly clear the line. Exactly 7 days later we have water once again coming up through the basement floor drain. I called them to explain the problem, and they said I should have read the small print at the bottom of the bill, which states "No Guarantee on Drain Cleaning". Where does this leave me? What did I pay them for? They indicated they would send out men again to clean the drain, for $200, and again no guarantee for their work. I want my money back. They did not accomplish the job they were paid for.

  Business response

  05/18/2022

  Mayes and Sons Plumbing offers many different services for customers; specific to drain cleaning, this is the policy. Unfortunately, there is no guarantee on what condition the inside of a drain is, what is placed inside a drain or the upkeep of drains. Therefore, the policy as stated to the customer at time of service, was that there is no guarantee on drain cleaning. As evidenced by the customer receipt, the customer was made aware. The drain in question was open and flowing upon departure.  

• Initial Complaint

  03/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Entered by BBB Staff - lj Consumer is a Senior. Hired Mayes and Sons Plumbing. Started work on February 1, 2022. Work was completed February 14th. Consumer paid the company through HomeServe and her her Dominion ****. Had a leak in her kitchen ceiling from the upstairs bathroom. Company cut a hole in the kitchen ceiling to repair the plumbing. The workers disrespected her home. Tracked snow all through the house on her carpeting. Carpeting is dirty from the foot traffic. In the process of repairing the plumbing they dropped a pipe on her new kitchen floor. Put a ***** in the floor. Consumer contacted the company. She does not want them to do the repair work. She would like to hire another company for the repairs.

  Business response

  03/14/2022

  The first visit to this customers home for this work was January 31st of 2022. The customer did have to have access created independently. The customer did so and was rescheduled for February 8th. Technician went on site and made repair to drain line in ceiling. While making repair, piece of rotted pipe fell on flooring in kitchen. On February 14th, another technician went on site and made a different drain repair on bathtub. Customer called warranty service regarding floor issue on February 25th. On March 1st, a manager from Mayes and Sons and the warranty service spoke to the customer and scheduled for a contractor to go out to the home and replace the flooring on March 7th. 

  
  On March 7th, the contractor went to the home. The home owner could not find the **** on the floor due to the small size. When the contractor and son of the homeowner located the ****, the contractor was ready to work. At that time, the homeowner decided she did not want this work done. The contractor spent an hour and 15 minutes on site listening to the situation and explaining this work would take a short time. The homeowner declined. 

  
  As of this time, the homeowner has not paid any monies to Mayes and Sons Plumbing. HomeServe (the warranty company) did assist in helping find a resolution to the issue. Mayes and Sons paid a contractor to go to the customers home to resolve the issue at no cost to HomeServe OR THE CUSTOMER. The customer declined. At this time, ********************** and Sons has worked in good faith to serve this customer and resolve the issue. 

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