Reviews

Review Details

• Review fromDeborah C

  Date: 06/07/2023

  We asked McElroy's to come out to look at a water heater at our son's home where the flue was not installed correctly. We asked them to come out after 3:30 as he works full-time and would not be available until after that time. The technician looked at the flue about 4:00 and said it was not up to code and they could fix it on another day. A new date was arranged and then I was told I needed to pay $138.00. This payment did not count towards any parts or labor - just them coming out and spending 10 minutes. The new date would cost an additional amount for the parts, labor and them coming out to the house. We were quite surprised at the amount charged and when I called to discuss this, I was told that this was the cost of diagnosing the problem. That if he had stayed to repair the problem, we would have been charged $250.00 an hour for overtime. I would like to respectfully request that this company fully disclose the cost of coming out to someone's home before a schedule is set.
  

  McElroy's, Inc.

  Date: 06/13/2023

  Thank you for kindly reaching out with your concerns. We’re sorry we were unable to meet your needs, and that there was confusion regarding costs. When making service calls, we try to be clear that we charge a diagnostic fee of $138, which can be applied to the cost of repairs if done during the same service call. We met your specific request of being there at 3:30 on the scheduled day and our technician waited until nearly 4:00 when Jack arrived to let him in. As discussed, our technicians’ standard hours are 8:00 am until 4:30 pm – after which time overtime charges apply. Had we been able to begin work at 3:30 as originally planned, we probably would have had time to diagnose and complete the repairs then – in a timely and cost-efficient way. As it was, we needed to either charge overtime rates to complete the job that day, or charge the diagnostic fee for that call and schedule a second visit during standard hours to complete the job. We understand this was the root of your frustration. Candid customer feedback is very important to us, and we appreciate your time in letting us know your thoughts! We hope our response is also helpful to you, and we wish you the best.

• Review fromJudy

  Date: 11/04/2022

  Disappointed with outcome of service on garbage disposal and water standing in dishwasher. Plumber never explained what he was doing or what was needed to fix the clogged drain. Did not know until a bill for $395.00 was received in the mail that a new garbage disposal was installed. I was not told this was what was needed or given any option on the make/model of a replacement. McElroy's explanation when contacted was that they tell the employees to do a better job of talking to the customer. I asked for a breakdown of the costs of the new garbage disposal, hourly rate for the plumber, etc. and it was never provided. Nor was there any offer to make an adjustment to the bill.
  

  McElroy's, Inc.

  Date: 11/14/2022

  Thank you for reaching out to us with your concerns, Judy. We're glad we had the chance to discuss this with you today, and your candid feedback was very helpful. We trust the resolution we worked out with you helps you feel better about McElroy's and our sincere dedication to providing great customer service. As a family owned company, we take our customers' satisfaction to heart. When we miss the mark, we always appreciate the chance to make it right!