Matt Mertz Plumbing Inc

So I guess this is what these plumbers do while charging you outrageous prices by the hour. Bashing their customers! We are the reason you have paychecks! So embarrassing to this company.

To whom it may concern:We are responding to a complaint about our businessThe reference Id is # [redacted] Matt Mertz Plumbing, Incalways attempts to please every customerIn this particular case, we did attempt to call the customer to solve the issue and had to leave a voicemail but did not receive a return phone callWe do not tell our customers that [redacted] or [redacted] faucets are knock offs, we do however tell our customers that we do not warranty any customers supplied partsIn attempt to satisfy this customer, we returned to the home, replaced the cartridge at no charge and only charged a half an hour of laborThe reason why we charged the half an hour labor is because we do not warranty any customer purchased partsPlease understand we keep detailed records of all service provided by Matt Mertz Plumbing, inc., in order to avoid situations like this and we make sure that our customer's receive the best service.Let me know if you have any further questions or concerns and I hope that this issue will be resolved.Thank you,Gabriel N***Matt Mertz Plumbing, Inc

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear belowThe first visit is when the snaking was done This was the second visit and I cleared a path from the driveway to the back door specifically for him to utilize He didn't wear booties therefore creating a huge mess on the tiled and carpet and only once used the path that was cleared specifically for him after seeing the mess that he created the first time he was there to assist with an issue Also...there is only one cracked tile...the one that he cracked while doing the job the second time that entailed other tools that I would assume someone cracked the tile in the bathroom The photo is attachedThis company...first tried to tell me that the necessary work wasn't going to be covered Stating that I would have to pay them directly When I called...I was never rude...you can even asked the lady that was shocked that the man didn't like dogs as she let me know they have them there...why would someone offer that information if I was rude This supplier obviously lies and doesn't want to correct any damage done It's a shame that they can't be polite...but this is what I expected Regards, [redacted]

We were hired by the home owners insurance company to snake her sewerWe used the only possible access to the home, the garage, as the rest of the walkways were snow covered and were not maintainedOur company policy does not permit our employees to travel on unmaintained snow covered areas as it is a major employee safety issueHad the homeowner adequately maintained her property, we could have then used the back doorUnfortunately this was not possibleWe proceeded to access the home through the only safe entrance, the unfinished garage and through to the basement We opened the drain and left the property without incidentDays later the homeowner called our office and was very rude with our staff, claiming that our staff damaged her tileWe spoke with the plumber and he assured us that he did not cause any damageHe also stated that the existing flooring was in disrepair and several tiles were cracked prior to us ever arrivingWe are not accepting any responsibility for the existing tile damageIts a tough situation as the homeowner has no pictures of the flooring prior to our arrival and there is no real way to prove when this particular tile was crackedIts her word against ours and we stand by our long time employees statements regarding this situationNo one was ever rude with the homeowner and I have never heard this plumber described as anything but pleasantHe is a sixty plus year old father, grandfather and an over all good personHe has over years experience in the plumbing industry and is one of our best employeesHe has worked with us for years and nothing like this has ever happenedIts unfortunate that the internet allows people to make outlandish claims with nothing to back them up and we have to expend time defending ourselves against them

Revdex.com:
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.I signed a proposal agreeing to the original scope. They did not complete the work per that scope. The price should have changed when the scope changed. I should have received a inch diameter sewer and they should have done more work to install it. Instead, I received a inch diameter sewer. I accept the work, but not the price.
Regards,
*** ***

Revdex.com:I reviewed the response from the plumberIt is simply not trueThe company hung up on my husbandThey actually put him on hold, without telling him, (he heard "hold" music), and then Bob hung up on himThe overpriced tester we had for years was negligentHis job was to test and leave the valve onThis was not doneWe had NO plumbers in our home since Matt Mertz plumbing was thereIt's as clear as day, that they did not do their jobNo one else was in the homeThey tried to come up with every excuse possibleThe only thing they are correct on, is I truly don't desire a refundMy main goal was to inform other customers, as this can save livesAny decent company would accept the feedback and say, it is a possibility this occurred, based on the facts and we will strive to do better, thank you for bringing this to our attentionYet, they were rude, over-talked us, hung up on us, and tried to blame even a cleaning lady when we don't even have oneIt's truly pathetic their work ethic to disregard such a serious claimI pray that customers double-check their workFor being so over-priced and failing to do their job, it's simply not rightOur community no longer deals with Matt Mertz plumbing and I am grateful we found an honest plumber who informed us of their failureThe plumber has submitted paperwork noting the valve was OFF and we are in communication with the Pine fire Marshall as well as other companies who support our stance that Matt Mertz plumbing failed usThank you for your time.
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,
*** ***

Unfortunately, we cannot refund the disputed amountThe customer signed the contract in which he agreed to the price/written estimate for the workThe work was then scheduledThe work was completed/inspected and approved by the sewer authority in a timely manorWhile it is unfortunate that the
customer is unhappy that the job went quicker than expected, he should understand that he would not have to pay additional if it took longer than he expected as the price was predetermined and mutually agreed upon in advance of the project startingAttached is the signed contract

Zero. DO NOT CALL THEM!

This is the first time I ever posted a review of anything. Please do not call this company. Save yourself the aggravation and the complete unprofessional and total disregard for any level of business ethics.

The worst experience I ever had with any service company ever.

I wish I never called them.

The site posted the one star NOT me...

We were hired by Ms. [redacted] on numerous occasions to perform her annual backflow prevention test on her in home fire sprinkler system. The scope of work was to test the valve and then file test forms with the local water authority. On each occasion this is exactly what we did. Upon completion of...

the test the final step is to re establish water flow ,by turning on the secondary valve. This is exactly what we did. Ms. [redacted] hired a different firm to test her backflow preventer this year and she contacted us claiming that the water was never re established to her fire sprinkler system upon completion of our last backflow inspection. This is not true. We spoke with our plumber who was on site to verify this and then informed Ms. [redacted] that the test had been performed correctly, the test forms were filed with the local water authority and that flow was re established to the system. Upon hearing this she became belligerent, vulgar and miserable with two different members of our office staff and also myself, Lisa M[redacted]. We assured Ms. [redacted] that we had re established flow to the sprinkler system upon completion of our work. We also informed her that over the course of a years time multiple people and contractors could have been through out her home and accidently turned that valve off during repairs being made to the home, if in fact the valve was even off.  She alleges that the valve was left off by us, has no proof of it and just continues to deny the fact that we did no wrong in this situation. She eventually threatened to hire a lawyer and then hung up on me.  You can see by her initial complaint that she had no desired resolution with us but to make us look bad and post a false negative review . Only after the Revdex.com contacted her and informed her that she had to propose a desired resolution, then at that point she requested a monetary reimbursement. We promptly and professionally completed the work that we were hired to perform on each occasion. Our company made no mistakes and no one in our office was ever rude with anyone. We will not be issuing any type of reimbursement as we did nothing wrong. Customer service is top priority with us and we strive to keep customers happy. Please do not form an opinion of our company based on Ms. [redacted]'s ridiculous, false review.

To whom it may concern:We are responding to a complaint about our business. The reference Id is #[redacted]Matt Mertz Plumbing, Inc. always attempts to please every customer. In this particular case, we did attempt to call the customer to solve the issue and had to leave a voicemail but did not...

receive a return phone call. We do not tell our customers that [redacted] or [redacted] faucets are knock offs, we do however tell our customers that we do not warranty any customers supplied parts. In attempt to satisfy this customer, we returned to the home, replaced the cartridge at no charge and only charged a half an hour of labor. The reason why we charged the half an hour labor is because we do not warranty any customer purchased parts. Please understand we keep detailed records of all service provided by Matt Mertz Plumbing, inc., in order to avoid situations like this and we make sure that our customer's receive the best service.Let me know if you have any further questions or concerns and I hope that this issue will be resolved.Thank you,Gabriel N[redacted]Matt Mertz Plumbing, Inc.

After receiving the review, we reached out to the customer in attempt to resolve his concerns. The customer and us mutually agreed that $1,000.00 would be a fair refund.The check was sent to the customer in the mail. Thank you,Lisa M[redacted]

We were hired by the home owners insurance company to snake her sewer. We used the only possible access to the home, the garage, as the rest of the walkways were snow covered and were not maintained. Our company policy does not permit our employees to travel on unmaintained snow covered areas as it...

is a major employee safety issue. Had the homeowner adequately maintained her property, we could have then used the back door. Unfortunately this was not possible. We proceeded to access the home through the only safe entrance, the unfinished garage and through to the basement.  We opened the drain and left the property without incident. Days later the homeowner called our office and was very rude with our staff, claiming that our staff damaged her tile. We spoke with the plumber and he assured us that he did not cause any damage. He also stated that the existing flooring was in disrepair and several tiles were cracked prior to us ever arriving. We are not accepting any responsibility for the existing tile damage. Its a tough situation as the homeowner has no pictures of the flooring prior to our arrival and there is no real way to prove when this particular tile was cracked. Its her word against ours and we stand by our long time employees statements regarding this situation. No one was ever rude with the homeowner and I have never heard this plumber described as anything but pleasant. He is a sixty plus year old father, grandfather and an over all good person. He has over 40 years experience in the plumbing industry and is one of our best employees. He has worked with us for years and nothing like this has ever happened. Its unfortunate that the internet allows people to make outlandish claims with nothing to back them up and we have to expend time defending ourselves against them.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. The first visit is when the snaking was done.  This was the second visit and I cleared a path from the driveway to the back door specifically for him to utilize.  He didn't wear booties therefore creating a huge mess on the tiled and carpet and only once used the path that was cleared specifically for him after seeing the mess that he created the first time he was there to assist with an issue.   Also...there is only one cracked tile...the one that he cracked while doing the job the second time that entailed other tools that I would assume someone cracked the tile in the bathroom.  The photo is attached. This company...first tried to tell me that the necessary work wasn't going to be covered.  Stating that I would have to pay them directly.  When I called...I was never rude...you can even asked the lady that was shocked that the man didn't like dogs as she let me know they have them there...why would someone offer that information if I was rude.  This supplier obviously lies and doesn't want to correct any damage done.  It's a shame that they can't be polite...but this is what I expected
Regards,
[redacted]

Needed repairs to my 75 year old main sewer line. Initial cleanout, assessment and proposal were handled promptly and professionally. I opted for the Perma Liner process which eliminated the need for excavation of my landscaped front terrace. Every step of the repair, from site preparation to liner installation to restoration of my basement floor was handled with expertise. Matt, Dylan, Mike, Zack, Ken, Jesse and all the others involved in the process were extremely professional and I could not be more pleased with the results. The price was also very competitive. Excellent work. I would recommend to a friend without hesitation.

Review: Good Morning:

My wife and I have lived here in [redacted] for 33 years and have never felt the need to complain about any of the services we have received from the numerous companies we have done business with over the years. We are not complainers and we have always been open minded enough to give the benefit of the doubt in questionable situations.

However, our experience today with the following company has not only caused us to stop trusting this organization, but has also caused us to end our business relationship with them as well. And, for the benefit of others who may be trying to decide who to trust with their plumbing business, I hope this information will be helpful:

Matt Mertz Plumbing, Inc. [redacted]

Back in April, we decided to replace our kitchen faucet and my wife purchased a $200 [redacted] faucet from [redacted]. We called Matt Mertz Plumbing to do the installation. This week, we noticed that the cabinet space underneath our kitchen sink was leaking water. My complaints are as follows:

When we called Matt Mertz Plumbing to return to our home to fix the leak, they could not find the original invoice for the work in their system and told us that if we did not have it, they would not do the work under warranty. We, of course, had a copy of the invoice from April, so the job was scheduled for this morning. It's a good thing we keep copies of things like this, because it is clear that they either have an inadequate record keeping system, or they do this to everybody to avoid warranty work.

When the worker (Phil) showed up this morning, he told us that all [redacted] faucets from [redacted] and [redacted] are "knockoffs," not real [redacted]s, and that he would have to charge us to repair the faucet. If all [redacted]s at [redacted] and [redacted] are indeed "knockoffs", does it not make sense for plumbers to provide a courtesy warning to this effect BEFORE they install the "knockoff," perhaps advising customers that the faucet they have purchased is not authentic and that if it fails, they will not honor the warranted installation?? This warning was never provided by the worker who originally installed the "knockoff" [redacted] faucet - we were only made aware of this by Phil - after the fact. We do not believe that the [redacted] faucets at [redacted] and [redacted] are "knockoffs" and we think that the only reason Phil told us this is because Matt Mertz Plumbing wanted to charge us for the service call.

We told Phil that the original Matt Mertz installer did not tell us up front that the [redacted] we purchased was a "knockoff." We also told Phil that if Matt Mertz Plumbing proceeded to charge us for this service call, we would end our business relationship with them. At that point, he said he would only charge us half for the service call and that he had already informed Matt Mertz Plumbing that we were planning to end our business relationship. It obviously did not matter to them that they were losing a loyal customer. Phil gave us an invoice for $65 and expected payment before he left our home.

I no longer trust this organization and I hope this information will help others who are weighing their plumber options.Desired Settlement: Just a quick follow-up to this situation. It has now been 6 hours since Phil showed up from Matt Mertz Plumbing and the faucet is still leaking; in fact, it is worse now than before we contacted them to fix it. So, not only did they charge us $65 for a service call that should have been under warranty, they did not even fix the leak...

Business

Response:

To whom it may concern:We are responding to a complaint about our business. The reference Id is #[redacted]Matt Mertz Plumbing, Inc. always attempts to please every customer. In this particular case, we did attempt to call the customer to solve the issue and had to leave a voicemail but did not receive a return phone call. We do not tell our customers that [redacted] or [redacted] faucets are knock offs, we do however tell our customers that we do not warranty any customers supplied parts. In attempt to satisfy this customer, we returned to the home, replaced the cartridge at no charge and only charged a half an hour of labor. The reason why we charged the half an hour labor is because we do not warranty any customer purchased parts. Please understand we keep detailed records of all service provided by Matt Mertz Plumbing, inc., in order to avoid situations like this and we make sure that our customer's receive the best service.Let me know if you have any further questions or concerns and I hope that this issue will be resolved.Thank you,Gabriel N[redacted]Matt Mertz Plumbing, Inc.

I was so very glad that I hired Matt Mertz Plumbing to repair my kitchen and basement leaking sinks. Rory was the plumber that did the work and he was excellent. He totally inspected all of his repairs and made sure there were no leaks when he was done. He also was great about explaining what the jobs required and what the cost would be. I will call Matt Mertz Plumbing again if I need repairs, and I will request that Rory do the job. Matt, when you hired Rory, you hired a great plumber. He was so professional and nice to me. I really liked him and his work. Keep him forever!! [redacted] :)

My wife and I were having problems with our main drain line to our house. Roots got in between the cracks of our terracotta pipes. Matt Mertz plumbing came out and told us they could solve our problem for a few years by just jet blasting the pipes for $750 (after a $50 coupon). Since then I've also determined that this service can be done much cheaper by other vendors.

Two men came out and did the work, and told me to give them a call if I have any problems and they'll come back out and do it for free. I asked how long they would give a warranty, and he said 6 months. They left, and a few weeks later my wife and I started having problems again. I called Matt Mertz plumbing to see if they could come look at it again and they said there was no warranty, that we were lying for saying that, and the tech who came out whom I spoke with said over the phone "I never said that".

They lied about being able to solve our problems with a "cheap" solution.

They had relatively expensive service compared to other vendors for similar work.

They lied about their warranties.

We were called "liars" over the phone.

Matt Mertz left us feeling awful, with hundreds of dollars out of our pockets and in theirs, and still with the same problems that we had a few weeks ago.

We will never use them again.