Complaints

• Initial Complaint

  11/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I decided to upgrade my heater, ac unit, hot water tank and used T-mark because I used them at my previous house and had a good experience with them. Two years later and things have changed with this company. I had someone that gave me a quote that started with a g and ended with a g. ****** doesn't allow to give out names. This person failed to tell me how big a 15 ton ac unit was. When it arrived I wasn't happy and he told me the size to go down would only be 2 inches lower. We called ******** ******** and found that not to be the case so we went forward with going down a size. We felt that was very shady. The pictures show this. When the new unit came, it was damaged. It took a lot to get a panel replacement from t-mark and when one came, it was the wrong size! They ordered the original one on the order. I was understanding, but now it's going on over a month and I feel like they are dragging their feet with this. ******** ******** advised me to reach out to another hvac company and see if the part is in stock and use that company. This is going to leave me with taking t-mark to small claims court. You spend close to 20k in cost and this is the experience I get stuck with. I did reach out recently to a manager to leave a message given what is going on and they don't even respond. Buyer beware! You can see the difference in sizes of the ac units that one is much taller from the standard size and the dent in the new one.

  

  Business response

  11/14/2024

  This job has been completed as of 11/13/24. The client had to wait for a special order panel to come in from ******** ********, as no wholesaler/vendor or dealer would ever stock a panel, as damage to these panels is rarely damaged, and have nothing to do with the mechanical working of the system. To satisfy the clients demands, we went and bought a brand new condenser, removed the matching panel, and installed it for *****. We will then re install the panel that gets sent to us from ******** ******** when it arrives.  To be clear, the customer had a fully working system. He had a condenser that had a dent in from shipping. We installed everything, and we had to wait for the correct panel to come in. A BBB complaint to a company that was doing everything they could to get it replaced as soon as possible is an aggressive move. We are good people who were doing everything we could. Rare parts, especially aesthetic ones, dont sit on shelves. They take time.  We called the customer trying to offer an extended labor warranty for his troubles, and that didn't seem to sit well either.   Everything is completed and customer has the system working that they pay for. Best wishes!  

• Initial Complaint

  03/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired T-mark to come out because I had water backing up when I did wash . They came out told me it would be 5,000 they needed to fix the lateral drain that was cracked. I had them do the work and paid them the same day it was complete . Fast forward to my next load of laundry and boom same problem but now it smells like sewer as well. Call T-mark they send a technician out who gets the project manager Jon on the phone . Jon proceeds to tell me that while they were doing the work they saw a second problem yet no one said a word to me … they did the supposed work on the problem they told me about and filled the hole and left and told me to call the office and pay. Then their “plumbing manager “ Anthony calls me and tells me they are wide open for Wednesday what time would be good for them to come out. I told them I work in the office on Wednesday and I could be here at noon. Here it is 1245 and they still aren’t here. Anthony just called and someone is 5 mins out after originally telling me he will be here now he isn’t coming but did assure Me if he didn’t care he would just not call or return my calls.

  

  Business response

  03/13/2024

  We have been in touch with ******** throughout this process, and continue very hopeful we can come up with a resolution that has no out of pocket expense for her. Unfortunately at the time of her repair, we found further damage to her sewer line out in the street (we were hired to fix a portion of the sewer in her lawn). We had hoped that due to the proximity of the underground line in the street to a municipal line, we could get the county to make the required repair for her at no charge to her. However, we unfortunately could not make that happen, and were at the mercy of some poor communication from the county at that point. However, we should have kept ms. ***** more aware of what was going on from the very beginning, and we will absolutely learn from this situation. I spoke with ******** yesterday, and I am hopeful we can work with her insurance agency to get coverage for this required work to complete her sewer line repair.  Thank you! Ryan 

• Initial Complaint

  03/20/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On March 11, 2023, I hired T-Mark Plumbing to clear my laundry drain line. I paid them a total amount of $293.63 and they said the laundry drain line was cleared. A few days later I discovered the drain line was not cleared, water was still coming up. I called them, they said no refund and the service was not guaranteed. I would have to pay them an additional amount of $125.00 to clear the line again, and no guarantee. I want them to refund my $293.30 because I paid them for a job they did not do correctly and they did not tell me the service was not guaranteed before the did the job. I believe they are scamming me to get more money for a service I already paid them to do. Now, I have to pay another plumber to do the service I paid them to do. This is causing me much stress, I am a senior citizen and I am on a fixed income. Please help me get my $293.63 refunded.

  

  Business response

  03/30/2023

   In regards to complaint ID ******** At the time of the cleaning, the materials of grease and food (pasta ? noodles) were found in the customer's drain line.  The line was opened and the customer acknowledged this.  It was explained that due to the abuse of the drain line, no warranty was offered.  This was acknowledged by the customer. 6 days later, the line backed up again.  We offered to clean it for a large discount of $125, but the customer would only have us do this if we could warranty the cleaning.  Our policy is that in instances of drain abuse, we can not warranty it.  Customer declined. Anyways, we have fully refunded the customer.  I have attached a copy of the invoice.  I don't feel that we should have to do this, but if the customer feels it's right.....fine by me. Sincerely, Ryan Miller President 

  Customer response

  04/25/2023

  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.  Yes, I received it. Thank you for your help!!!  Regards,  ******** *****

• Initial Complaint

  01/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On December 23,2022 a storm was in Buffalo, NY. I had no heat or power. I had no heat for 3 weeks. My pipes burst. I contacted T-Mark Plumbing, as I have a boiler that i obtained through a senior service benefit I qualified for in April, 2022. Its under warranty. They were rude right from the start. They have me a high estimate of $2360 for one new replacement baseboard unit, not including any possible other leaking units. This was costly for me. I managed to get help fixing my pipes in order yo have water. I talked to theur employee, Dave. He was rude, unprofessional. He kept asking who fixed my pipes. He had an attitude because I wouldn’t tell him. I requested someone come to look at my boiler. He said i had a warranty on the boiler so he had the scheduler send a tech out. The tech said i had a charge of $216. I refused to pay as i informed him i was covered under warranty. The heat went back out 3 hrs after he left. They sent another worker who stated it was my control board and i was not covered under warranty any longer. He said the cost was $690. He then requested mu method of payment. I became very upset by this. He went further and demanded payment upfront. I demanded he leave my home and never return, i contacted the owner of T-Mark, Ryan. He called the next morning. I discussed this matter. He said my warranty for part’s expired April, 2022. He first suggested i go elsewhere to have my boiler fixed. I then stated i would have this conversation again. He then offered $300 off the repair cost. I only agreed because i needed heat in my home. I should not have had to pay anything for this service. Racism was presented in my neighborhood. I never paid anyone before services were rendered. They were price gouging. The employees are unprofessional. The owner should be totally accountable for their actions and the price it cost me to repair my boiler. I have a warranty good for at least 20 yrs. They are refusing to service my boiler correctly.

  

  Business response

  01/16/2023

  Ms. ***** has been a problem client of T-Mark for 6 years. We have been to her home over 20 times, and she has refused payment on 10 of those visits. She has a repeated history of authorizing work to be done, and then complaining or saying that she wont be paying the bill, or valuing the service we provided.  A boiler system is given three levels of warranty.  The labor/workmanship warranty provided by the contractor. A parts warranty provided by the manufacturer of the boiler. A heat exchanger warranty provided by the the manufacture of the boiler. All of those warranties were outlined on the invoice sent to Erie County when they approved and we completed the installation of the boiler. Under no circumstances does that warranty extend to the radiators or piping throughout the home.  The warranty that her invoice shows (attached) is 2 years on the parts and labor, and 20 years on the heat exchanger. The boiler was installed on 4/14/2020. This would be her parts and labor warranty expired on 4/15/2022. She was explained this on the phone, and then tries to lie to the technicians about this warranty coverage.  The claim of racism is extremely offensive. Due to her repeated history of not paying invoices for work that she approves, we did elect to ask for payment before we would do the repair. She then started screaming at our technician team and calling our entire company a bunch of racists. I personally (Ryan miller, owner) called her the next day, gave her a $300 discount to perform the repairs for her. We did this work at the discount to try and make Mrs. Parks happy. But then she writes this. She is incredibly wrong, and we are truly hurt by the words she has spoken about our team and our culture here.  

  

  Business response

  01/19/2023

  I don't even understand what the question is here anymore.  I have again attached Mrs. ***** Invoice dated 4/18/2020.  "Includes 2 Year Parts and Labor Warranty, 20 years on Heat Exchanger."  The only thing remaining under warranty is the heat exchanger of the boiler. That warranty is through the manufacturer.  The parts and labor warranty of the boiler expired on 4/18/2022. Under no circumstances did we have to give Mrs. ***** a discount on her repair, but we did it because she threatened to call the news and call us all racists. I chose to help her with the repair at a LARGE discount. I have also attached that invoice as well for your records, showing the discount and repair that Mrs. ***** agreed to. Now, after she authorized the repair, she wants ALL of her money back?  

  Customer response

  01/19/2023

  Better Business Bureau:  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.   Regards,  **** *****  T-Mark plumbing was out to rip me off right from the start. Jeffrey tried to get $690 out of me. All of a sudden the invoice was $664.35? How is that? Ryan only gave me a discount to keep me quiet, That’s bribery. Correct? What else is it. Return ALL my money that you have no entitlement to. You lied and said I was all set the day before. I would have been out another $216 and still had no heat. That amount would have showed up in this complaint as well. Return all my money along with a guarantee I can call for repair service if my boiler breaks down again. They got paid $4,000 for a system they no longer want to be responsible for

• Initial Complaint

  01/13/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The original transaction took place in November of 2016. T-Mark replaced my boiler unit with a ** ********* unit and I was charged $4,500. The unit is now a known lemon, particularly for the size of my home. The heat exchanger in the unit cracked due to this issue in February 2022. February 15, 2022, T-Mark came to my home to inspect the unit that was not lighting/heating my home, discovered the crack and I was told there wasn't anything they could do that would be covered by them or the manufacturer. Basically, it would have been upwards of $2000 for a repair/part replacement. I also was informed during all of this chaos - BY T-MARK - that t** ********* ** unit THEY chose and installed for me in November 2016 wasn't sufficient for the size of my home and the radiant heater units in my home. Despite them admitting this fault of THEIRs I was still charged $3,700 in February 2022 for a replacement unit to be installed - as if they were doing me some huge favor by giving me this "incredible" discount. The merchant needs to take MUCH more responsibility for the original $4,500 unit they chose and installed that was NOT appropriate for the size of my home or heating apparatuses. This is predatory business behavior.

  

  Business response

  01/13/2023

  Customer selected the boiler that was installed, was given options and opted for a less efficient unit with a shorter lifespan.  The unit absolutely failed earlier than its intention, which is a manufacturer issue- not something as a result of our installation. For that we absolutely apologize to the customer.  The heat exchanger had warranty coverage, and we explained that the customer could pay us to replace the heat exchanger if she wanted to (as her labor warranty of 2 years had expired). It was our recommendation that the boiler be replaced with a cast iron boiler that is more durable. **** agreed and wanted it replaced.  We offered her a credit / discount of $1760 to replace the boiler, due to the fact her boiler failed earlier than intended. This was not money that we were reimbursed for from a manufacturer, but money we directly credited the customer with as a courtesy from T-Mark. The customer was also able to utilize out interest free financing as well.  The original boiler was not too small by any means. What **** I believe is referring to is related to the water capacity of the boiler, which was smaller. The 2nd boiler we installed in her home, actually has a smaller BTU Heating output than the one we took out. So sizing by T-Mark or the application of the boiler was not incorrect... and we apologize for any confusion we caused to ****.  This is the first complaint we have heard re: the boiler replacement. We thought we had done right in trying to make amends for the failed boiler (which again is a manufacturer issue, not T-Mark). I called and left the customer a voicemail on Friday 1/13/22. I have also attached the invoice for the replacement boiler showing the discount we offered at the time of sale 11 months ago.  

  

  Business response

  01/18/2023

  Hi there,  We immediately reached out to he customer and spoke with her. We have worked out a very fair resolution. Thanks to ****, and the BBB for their help.  Ryan  

  Customer response

  01/18/2023

  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.  Thank you, Ryan!  Regards,  **** ********

• Initial Complaint

  03/27/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On March 14th, T-Mark plumbing was contacted to unclog my basement wash basins and while they were here, also asked to stop a toilet that was constantly dripping. Plumber came, couldn’t fix either issue. Explained to him how my previous plumber has unclogged it, he refused to try. Was told a pipe outside was broken, needed to be fixed, couldn’t use water at all until it was repaired, which didn’t happen until March 17th. Got an invoice with a picture of the repaired pipe and the mount of dirt on my lawn. Did laundry about an hour after they were done and my wash basins were still clogged! Sent same plumber as Monday, couldn’t fix it. When questioned about it, be became belligerent. Next day, sent a different plumber out and again, I explained how my previous plumber removed the clogged and he did it and it worked, plus he fixed the toilet. During this whole time, made several attempts to contact the owner. Finally spoke to him on March 21st. Agreed to take $ ($300) off my bill but that was for ruining my lawn for leaving his machine on it for days in the rain. I texted him asking for proof (pictures) of the broken pipe and he said there aren’t any because I didn’t specifically request them. (I assumed pictures meant I should receive before and after ones). There is no proof that I needed all of this work done, especially when the problem still existed after they did all this work. The amount I own (didn’t pay it all yet) is $4533. I was credited $160 (so should be $4693) for the bill that was paid when they initially came out and I paid a $900 deposit which means I still owe $3633 minus the $300 for landscaping. Invoice number *****

  

  Business response

  04/13/2022

  We have contacted Ms. **** and asked her for a suggestion regarding the resolve. We have not called her to collect payment, and have tried to work out a solution that is satisfactory to both parties here. She has failed to respond to these requests. Not sure what else we can do.Our client has stated multiple times that she understands and trusts the work that was performed was required, as the sewer line was without question broken at the connection to the town main. However, she has changed her position now and is stating she feels it was not. We are trying to come up with a solution that works for her, but it appears she is not interested in that. Happy to do whatever her and/or the BBB would suggest. Thanks Ryan M***** President

*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. ↩