ComplaintsforMcAtee Plumbing, Heating & Air

• Initial Complaint

  10/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The company sent an hvac tech to resolve a furance issue. While installing the blower motor the tech broke the electrical system for the furance. He angrily blamed me for the electrical issue refused to fix the issue and walked out the building leaving doors open. This behavior is unprofessional, I would like a full refund for the services provided given I have to hire another hvac tech to fix the issue mcateellc caused. I asking for a refund $405 which was paid to resolve the furance issue.

  Business response

  10/23/2023

  Our Director of HVAC has been in touch with the homeowner and we believe we have the issue resolved. 

  Customer response

  10/26/2023

  I accept the business's response to resolve this complaint.
  Regards,
  
  ****** ******

• Initial Complaint

  07/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Friday, July 28, 2023, McAtee was sent to my home by my home warranty company. The technician put 2 lbs of coolant in at a cost of $400 to me. It DID NOT FIX THE AC. He worked on it for FOUR HOURS and still couldn't repair it. He said McAtees' "expert" would have to come out and trouble shoot further and left. That evening I got a phone call from my warranty company saying that the unit COULD NOT BE REPAIRED and would require replacement. I was not refunded the $400 for coolant that did NOT fix the problem on an "un-fixable" unit. I believe I should be refunded some if not all of the cost of the coolant. The technician apparently didn't know what he was doing, or he would have done some trouble shooting BEFORE he put the coolant in. Instead of just "shotgunning it" at such a high expense. I am disgusted with this operation and will warn people against doing business with them.

  Business response

  07/31/2023

  The customer was made aware of the refund on the day of service.

   

  REFUNDED SALE/VOIDED BEFORE POST PER MANAGER REQUEST (THIS WILL DROP OFF OF THEIR CARD $370)
  
  07-28-2023 16:49:31 4116083002 Credit Card Sale Void ****************
  MASTER CARD
  $0.00
  
  

• Initial Complaint

  05/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company was sent out to us by our home warranty company. They were told what the issue was with our HVAC prior to coming out. I understand they still have to do their due diligence and confirm the problem. Their technician came out and confirmed the problem was the evaporator coil. He said that he would go ahead and put the order in since it would be about 5 business days from when they ordered the part before it came in. Fast forward a few days and the company calls to confirm the quote and get money. They then order the part. The technician did not order the part when he said he was. Fast forward to them receiving the part and setting up an appointment. We set up an appointment, it’s been 1 month and 2 days since we have had AC at this point and it’s the beginning of summer. They call within 30 minutes of them supposed to be coming out for the appointment to fix our AC and advise that the technician called out sick because he needed knee surgery. Unless something major happened on his way to work and he had to go to the ER this seems like something they should have known about well before the morning of the appointment. Then they say they only have one other technician who is out because they’re getting married. This is on a Tuesday. They say they only have two technicians.

  Business response

  05/25/2023

  McAtee received thew work order May 4th. We went our for a service call the same day. Because the unit was under warranty, we had to submit for approval, then once approved order factory parts. The factory part was 7-10 days out. Once the part came in, The customer was scheduled to complete the repair, but the technician received an injury.. We currently have 2 HVAC technicians in that market. The technician assigned to complete the repair received an injury that took him out of work. The customer called in on May 23rd asking for a refund of the out of pocket expenses not covered by the warranty, and to be removed from the schedule. Since the service was cancelled we had the parts returned to the supply house.

  Customer response

  06/02/2023

  They claimed the person they had to service received the injury and called in claiming he needed surgery that day. Unless he was at the ER needing an emergency surgery he knew in advance he needed this surgery. Aside from that we attempted to get with the company about another technician coming to do the service and they claimed that technician was out because he was getting married. They claimed he took 3weeks for his marriage. They claimed they were unable to send anyone from any other state they covered. Somehow they were able to say someone could come out two weeks late to fix the problem when the original person allegedly hadn’t had surgery yet (multiple complications can come from that so they would not know a date the employee could come back) and the other one was on a three week vacation for a marriage. That doesn’t add up. This company allegedly has two people in the entire state of South Carolina that can work on HVAC. Either they are lying about multiple issues or they are truly that poor of a business. Either way the issue is not resolved. 
  Regards,
  
  ******* **********

• Initial Complaint

  05/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Mcatee Plumbing came out to repair my plumbing line on 10/14/22 .On 4-04-23 the line burst on 4/04/23 I had to have another plumber come out to fix it. They had to rear down some of my wall in the den and hallway to finish the job . see attached photo's

  Business response

  05/10/2023

  McAtee was assigned a work order for this property via a third party vender in Oct 2022. McAtee made repair to the water service line of the residence. The line that McAtee repaired was a different line. The pictures submitted by the homeowner show a supply line, where as McAtee made a repair to the water service line. The pictures provided by the homeowner show a line that had a shut off valve as the line that failed, attached picture shows the line McAtee connected to did not have a shut off valve. In the photo provided by McAtee the blue line is the repair made by McAtee. The picture represents the only interior area affected by our repair.

• Initial Complaint

  12/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Mcatee holds a contract with my home warranty company. Mcatee has no understanding of emergency and regularly states their "first available" appointment is a week or more out from the time they receive the request. I have dealt with them many times this past year. A few months ago, they came to fix a pipe in my kitchen sink for a new dishwasher to be put in, after they left the water was shooting out forcing me to shut off all the water to my kitchen sink. They did not feel this problem they caused was an emergency and again said their "first avail" was 11 days out. I had to call my warranty company and get another company who came out the next morning. My most recent experience with Mcatee was this morning, when my warranty contracted them to come deal with an emergent plumbing issue of backed up toilets in the house and leaking down into my kitchen area lighting. They again did not feel this warranted an urgent visit and said "the first avail" is a week from now. This is inhumane to expect a family to live like that with minimal to no plumbing. I feel that Mcatee has no understanding of what an emergency is and does not care to treat their contracted jobs as a priority. While I have only experienced mcatee's lack of care thru my warranty company , I question their ability to care for any clients and their emergencies, especially the ones that they caused, timely. When someone calls with a plumbing emergency it needs to be handled as such, within 24hrs, not force an inhumane situation on a family.

  Business response

  01/06/2023

  McAtee was assigned a workorder by a third party provider. The third party provider has a list of contractors they utilize, McAtee being one of many. The terms and conditions McAtee has with the third party provider is to offer the customer the first availability we have on our schedule, and if the Homeowner needs service sooner (than our schedule allows) the third party provider will reassign the workorder to another contractor, per the third party provider this must be initiated by the homeowner. My suggestion would be to reach out to your third party provider and discuss the protocol with them. The third party provider is always aware of our schedule availabilities, and how far out new work orders are being scheduled.

  Customer response

  01/17/2023

  I am rejecting this response because: Your contract with the home warranty company does not forgo your civic duty to address emergencies timely. A week out is NOT timely when it comes to emergency repairs. It seems your company uses the excuse of the contract to ignore severities that need addressed more quickly. This is the third time your company has left my family in a lurch because you fail to understand the concept of an emergency plumbing issue. Previously, your company came to my home under contract to make adjustments, yet your employee's work was faulty and left me with a pipe that was shooting water, forcing me to shut off the water to my kitchen. You then refused to come out to fix it and scheduled me 1.5 weeks out. This last occurrence your company forced my children and I to have only one bathroom that was barely working as the other two were in need of urgent repair. It is inhumane for your company to expect a family to live like that even for a few days. 2/3 of toilets not working is NOT a positive outlook and should have been addressed timelier. I am very aware that your company puts other work orders on hold to address emergency matters, yet it seems that this only applies to those work orders that are not part of a warranty contract.  Your company's processes forced my children and I to share one toilet they were afraid was also going to fail for over a week. I am sure that if it were your family in need of urgent work you would have found a way for your company to address the matter. 
  
  Regards,
  
  *** ********

• Initial Complaint

  09/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Company came out today for the second time to look at my leaking 40 gal electric water heater. Technician said he didn't know why it wasn't replaced during the first visit because it was clearly leaking but his boss didn't want him to replace it the first time he came out. So here we are today 9/6/22 and they are/were going to replace it until I received a call from the warranty company (*********) which I didn't answer initially because it was an unknown number. I asked the Technician why they would be calling me and he said "Oh yeah to discuss the out of pocket fees we charge" I stated that there shouldn't be any, its a pretty straight forward replacement. I called ********* back and the CSR stated that I had to pay 400.00 upfront because of pluming and electrical modifications needed that would not be covered because they were an upgrade. ********* stated that the cost of the new water heater was 800.00 per McAtee. I know that the practically same water heater at **** ***** is 404.00. I know a company needs to make a profit but almost 100% markup is ridiculous in my opinion. I asked ********* what the exact modifications were and I was put on hold while they contacted the company. When she returned she told me the "modifications" were for the permit and that the water heater had to be inspected and installed per code. In Hampton you can do that online for $61.00. but that is part of the install. I am an electrician and know full well that there aren't any electrical modifications needed either and the Technician stated that none would likely be needed either except for labor (which should be covered already) to do the work but he wasn't sure, so where are these modifications? ********* said they are looking into it and would get back with me, meanwhile the technician left. Doing research, it appears that this is a common occurrence with this company.

  Business response

  09/06/2022

  McAtee was on site previously and repaired a leak on the die-electric nipple. The work order was closed out as repaired. The technician on site documented that the replacement of the nipple solved the leak. McAtee was sent another work order by the customers third party provider, and had a technician onsite today, 9/6/2022. The technician found the heater was now leaking from the actual tank and can not be repaired. Per the required procedure's of the third party provider, McAtee called in for approval and advised the provider the modification's that are necessary to replace the tank. The provider then advised McAtee that certain modifications would not be covered under the policy, and advised McAtee of the amount they did not approve paying. This amount is then relayed to the customer by the third party provider. In this instance the customer did not answer the phone and a voicemail was left according to the third party provider. The McAtee technician was prepared to address the entire issue while onsite, and replace the heater today until the customer expressed concern over non-covered charges, at which point the McAtee technician was forced to move on to other customers. McAtee has since been advised by the third party provider that the customer elected to have another contractor address the water heater issue.

  Customer response

  09/07/2022

  I am rejecting this response because: the response from the company is mostly incorrect and leaves out the details about what the extra 400.00 is exactly for since the new water heater is almost the same size and there is no electrical wiring upgrade needed.  There is a proper 30A disconnect with #10 copper wiring.  The connectors for the water heater are new and do not need replacing.  Even their own technician said modifications wouldn't be required.  Please explain.
  
  Regards,
  
  * ******

  Business response

  09/07/2022

  First and foremost we only charge for modifications that actually take place. Newer water heaters are a different size due to changes made by the federal government relating to efficiency. When we call in to the third party provider we provide an estimate, not a final price. The pricing is subject to change depending on modifications that do or do not take place. The estimate provided to the third party provider was for water line modifications and electric modifications, again this is an estimate. The estimate was for $375 not $400. 

  Customer response

  09/07/2022

  I am rejecting this response because: 375 or 400, what's the difference, that's pretty petty.  Nowhere did anyone say this could be refunded if no modifications were needed.  If that were the case, I would not have an issue with this.  A little communication goes a long way to avoid these situations.
  
  Regards,
  
  * ******

• Initial Complaint

  08/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am DEMANDING my heat pump be replaced by ********* and Mcatee LLC. because of a serious mistake by *********'s sub-contractor Mcatee LLC. For work done on 1/31/2022. The service tech came in an unmarked truck and looked vary unprofessional. The heat pump needed service again on 5/15/2022. This time ********* sent ********* ***********. The service tech found the Mcatee had used R22 refrigerate in my R410a unit, the tech called ********* about this. He advised that would most like damage my unit. See attached invoice. Then I had it serviced again on 8/8/2022 by ******* ********* as it was not operating correctly again. The ******* ********* service tech raised the issue of the mixing of the 2 types of freon as a problem. He recommended replacement of the unit. See attached invoices I now need a new unit

  Business response

  08/31/2022

  McAtee LLC responded to ***** ******** ** for a work order through the customers third party provider on 2/01/2022 at 4:23 PM. The service technician performed a system check and found a weak capacitor, and the system low on charge. The technician replaced the capacitor and added R410A per the notes from the visit on 02/01/2022. The notes in our system are time and date stamped, and the notes were added on 2/01/2022 at 5:12 PM. The notes also include a photo of the system label showing it as a R410A system. The system was charged up according to the manufacturer specs.

  Cycle System into heat after speaking with customer customer stated fan motor had stopped on the outdoor unit. Checked capacitor found weak capacitor replaced with 45/5 mfd afterwards found system low on charge charged system with 410A equipment working properly at this time

  By ****** ***** on 02/01/2022 @ 5:12pm

  Customer response

  08/31/2022

  Read the invoice from ********* ******* ********* .

  That they had to remove four 10:00 a.m. or 22 freon from the system that the previous company had put in two different types or added the r22 themselves they had to vacuum the system out and put in new R410A.

  See invoice from ******* ********* who basically said the same thing. He also said the system still look contaminated.

  My demand for a new replacement system is still in effect and I will take whatever legal and file whatever complaints I need to do with the state  Commonwealth ofVirginia

  
  Regards,
  
  ***** *********

  Business response

  09/01/2022

  McAtee can only speak as to tasks performed by McAtee employees, which was to replace the capacitor and top the system off with R410A. We can not speculate what another contractor did or didn't do.

  Customer response

  09/03/2022

  It makes no sense..

  The other 2 repair companies were documenting what they found.   

  Mactee LLC. damaged the unit by mixing freon types in my unit.   GOOD companies take responsibility for their errors !!

   *** ***** ****

  Regards,

   

• Initial Complaint

  04/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The WORST company to work with. I highly recommend using ANY other organization. I was told they would be able to schedule me for an appointment in 2 weeks to get my AC unit replaced and went through my warranty company to order the parts. The parts were ordered and they have been received (keep in mind, even though McAtee KNEW the parts were coming they REFUSED to schedule me) -- called me today to tell me they can't get to get to me until the end of MAY. I was also yelled at on the phone by Theo, or whoever is managing their social media account.

  Business response

  05/02/2022

  McAtee was dispatched on 04/14/2022 by homeowner’s third party administrator (TPA) to investigate an HVAC issue.  On 4/21/22 technician diagnosed the system failure and McAtee submitted diagnosis to TPA.
  
  The homeowner requested an update on 04/25/22 at 8:47 am through Facebook Messenger and was provided with the information that we are unable to schedule the job until we have been provided with a confirmed Purchase Order via TPA.  Homeowner was upset of this process.  However, this is done to make sure TPA ordered correct equipment and not to be rescheduled…TPA’s have a history of ordering wrong equipment. 
  
  Homeowner kept asking if we could expedite.  She stated, “I really need it to be completed before the week of the 10th.  I will be in South Carolina. I dont understand why you can't schedule me in anticipation of equipment being ready etc?"  Our staff only kept reinforcing that McAtee will not schedule until all things are confirmed so it does not waste anyones time or rescheduling
  
  The Purchase Order was received on 4/25 from ***** ******** **** ********.  The homeowner was informed that "McAtee has received the ** ********* **** ***** *********  This equipment has been ordered by ***** *******n through the supplier ****** to the will call location ********* *******  Once the order has been processed by ****** and is ready for pickup at ********* ******, ***** ******** will send us a pick-up number.  Once we have confirmed the unit is ready for pickup we will call and have you placed on the schedule.
  
  On 4/28/2022 the homeowner was provided with an update that McAtee did speak with the supplier today and they are expecting the parts to be in tomorrow.  Once we have confirmed the equipment is ready for pickup a member of our team will contact you and have you placed on the schedule.
  
  On 4/29/2022 McAtee Confirmed the correct equipment was ready at the supplier.  We contacted the homeowner to have them scheduled and offered our first available appointment date for an all-day install.  The homeowner refused the offered appointment date and as McAtee attempted to find a resolution for the homeowner and provide further explanation we were cut off.  The homeowner continued to insist that this would not have happened if McAtee would have just broken the policy and scheduled her before ***** ******** **** ******** ordered her equipment.  We advised homeowner that we recommend she reach out to ***** ******** **** ******** to try to find a solution or another contractor to complete the job within her desired schedule. 
  
  McAtee only triaged homeowner’s issue and provided scope of work to her TPA, third party provider.  McAtee, in this case, did not order equipment as her TPA performs this based on homeowners terms and conditions.  In these TPA projects, McAtee is subject to their policies and performance as such.  Guilty by association in this case. 

  Customer response

  05/02/2022

  I was told when the technician was dispatched it would be 2 weeks to install the system. When I was contacted, it would have made me 7-weeks without a system and 5 weeks beyond their promise to fix my system. Additionally, they failed to mention their employee Theo yelled at me on the phone and I was blocked from their social media account afterwards. 

  
  Regards,
  ******* ******

• Initial Complaint

  04/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contracted with McAtee Plumbing to excavate and replace a downspout replacement line on the side of my house that goes all the way to the front street curb. They said they may have to remove the sidewalk at a cost of $900-$1000 more. I spoke with Chris ###-###-####, the business principal. He told me that the side walk is owned by the City of Columbus, that McAtee is not permitted to remove/repair the city's sidewalks, that the city uses particular people to do the work. He said the sidewalk required removal and I spent $2100 for the work. It has been 7 months and my sidewalk has not been put back. Now that spring is here, I've called numerous times to follow-up and spoke with McAtee employees Emily and Sierra (3/18, 3/22, 3/25, 3/31). Each time I call, they indicate that they are trying to figure out what happened with my permit as Emily said McAtee uses ****** ************ for the sidewalks. In the meantime, I called the City of Columbus 311 thinking that I needed to remind someone there since Chris originally told me that the City handles the concrete work. I spoke with Mark (###-###-####). He said that no permit was ever pulled for the removal of my sidewalk. So a permit wasn't pulled for work that was being done, and the city indicated they would be checking into that. The city also said that my sidewalk didn't need to be removed. If you look at the square where the sidewalk was, the pipe isn't even visible through the opening and no material was added into the now empty sidewalk panel. Meanwhile I still don't have a sidewalk and now that the weather is nicer, it's becoming a neighborhood menace and eyesore. I paid the additional amount for the concrete work that was part of my drainage pipe replacement and it was not done. On my last call to Emily at McAtee (3/31), she said she was waiting for access to the permit system. I gave her Mark's name and number at the City and requested to call him together - she declined. I've not heard back.

  Business response

  04/06/2022

  There was apparent confusion regarding the responsibility of the sidewalk. We are required by the City of Columbus to repair the sidewalk after the repair. We currently use the same contractor the City uses as to eliminate any issues. The permit has been pulled and the forms have been inspected and approved by the City of Columbus. Generally speaking, ****** pours the concrete relativly quick once the forms are approved. Unfortunately, pouring concrete in the winter months is not possible as the temperatures stall the process, and come spring there is a back log.

  Customer response

  04/07/2022

  I accept the business's response to resolve this complaint. I understand that concrete cannot be poured in the winter months, which is why I let it go until the last month.  Thank you for explaining that it is in progress and on the docket for repair.  I appreciate that and I'll be more patient and let my neighbors know that the sidewalk is forthcoming.  Thank you for the quick response.  
  
  Regards,
  
  ****** ******* *****

• Initial Complaint

  02/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My complaint is against McAtee LLC local business. They replaced my hot water tank (February 24th) and their employee (John) took all of my Cooper pipes without my permission. He did not take the old hot water tank. I call the company and voiced my complaint. The lady told me to hold for the manager however when she came back on the line he (Chris) was on a conference call and would return my call (February 25, 2022). I left a detailed message on Chris voicemail telling him that his employee took my Cooper pipes along with with my home phone number. To this date no telephone call. Their employee didn’t ask or received my permission to take my property. I don’t understand why the company will not returned my pipes to me or even call me. I could have salvaged the pipes to help me off set my expense. MaAtee LLC leaves me no alternative but to file this complaint and hopefully BBB can get me some resolution. I have attached a pictures showing my Cooper pipes on the old hot water tank.

  Business response

  03/08/2022

  The technician had disposed of the old piping after leaving the customers property. The third party provider that sent us to the home advised that they reimbursed the customer for old piping that was disposed of.

*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. ↩