Customer ReviewsforMaster Tech Service Corp

We have been using them for 2 years, replaced 2 of our 3 units in that time and when our 3rd had trouble, we called them. They came out, assessed the issue (took longer than expected to repair but we were understanding) they repaired it July, 2022 and a few days later there was a leak down our 2nd floor into 3 rooms. (water running down my walls) It caused damage to one hallway wall, ceiling, and crown molding, the guest bathroom celling, wall, and another bathroom baseboard. We call immediately, they came assessed that it was THEIR fault that a pipe was not connected properly. We were understanding. They sent a contractor that was subpar. He wore his sunglasses inside and was shaking. It made ** uncomfortable. He suggested not even replacing some of the dry wall...or checking it. He was in my home for maybe 10 minutes, took no pictures. Apparently his quote was low. We were told it was ok to get a second opinion, which we did. It was higher (because it was thorough) there were pictures, documentations and a plan of action. We went back and forth about them paying for the damage they caused. They said at first they would pay half, to send them the itemized bill when it arrived. I did. I also encouraged them to pay the entire amount since it was THIER FAULT and they ACCEPTED BLAME. I don't feel like I should be responsible for ANY since it was DAMAGE they created. Once the work was done, they went back on their word and said they would only pay the cheap contractors fee. The general manager (and apparently the ****** even said "we don't determine peoples rates or efficiency" SO they don't care that they damaged my home. This is UNACCEPTABLE. We are out the money for the repair (*****) plus the damage to my home (****) this is not a way to perform business

Mrs *****,

Master Tech acknowledged this is our issue and addressed it with our sub contractor. The 'discomfort' you commented on is your opinion. This sub contractor had taken care of previous incidents for us and we never had any issues. The seeking of the second estimate was agreed upon that is correct. The work was then performed without our agreement. You sent us an invoice that was itemized without ever approving anything. The 'half' conversation came from our recorded phone call that you shared with our dispatch team. When you requested we pay all of your invoice, I mentioned your request that we pay half in the recorded phone call. This was not acceptable for you. Your itemized invoice showed 30 hours for a sheetrock repair. This then went under review with our leadership team. Our comment regarding rates and efficiency is for that reason alone. If it took your contractor 30 hours to make a sheetrock repair he was either price gouging you, or not an efficient repair man. This broken down is 1 day shy of a full 40 hour work week to repair a wall. Your choice in not using our contractor, and then hiring your own without any approval from us is not our responsibility. We then informed you that we would pay you what was originally quoted and this has now been deemed unacceptable. Keep in mind however your problem could have been resolved with our original contractor and you would not have ever made this claim.

I would never do business with this company. BEWARE.. They came to our home told us what was needed to fix the problem. They said they would order the materials and would be back in 4 days to install. We have been waiting now for a over a month and after 4 cancelations and asking to reschedule and wait yet another week. Horrible customer ********************** ... They come to your house take your money to order parts then never show back up again... WARNING do not use these company

We completely understand your frustrations and apologize for any and all inconveniences. However, our Master Tech customers do take priority over home warranty customers and when one of our customers need assistance, we prioritize them accordingly. We understand this is an inconvenience, but home warranty homeowners are customers of their home warranty company. You call your home warranty company, whom you pay and are the customer, which contacts us to take the job. If we accept, after diagnosis, we must call them to see if the repair is covered under your policy with them. If yes, we can move forward with repairs, but under our timelines, as home warranty jobs pay far less than our own customers. A great example of this happening publicly every day is with the airlines: when they run promotions for 1-way flights, they are just trying to fill seats; as soon as one of their frequent fliers needs a trip, that 1-way promo customer gets cancelled or bumped. They want to take care of their own first. It would be unfair of them to prioritize a non-customer over a frequent customer. We feel the same. We are sorry again that this has been an inconvenient experience for you, but at any point throughout the process, you could have gone outside the warranty company and gotten the repairs done sooner. If the $79 1-way fare airline passenger gets frustrated they keep getting bumped, but they don't want to buy a regular ticket, is that the airlines fault? Most people would agree it is not.

I am sorry you get paid less for handling home warranty service jobs. You act if that is something that I can control. You should probably not signed up to handle the work for them. To say that I was not your customer is sad. The moment your tech showed up to my house - I became your customer instantly. To say that I will be treated by your company in a different manor is crazy. You dont treat people in the manor your company treated my wife and I. You dont lie to us by stating your tech was sick and could not make it out. That you were looking out for my best interest. Truth comes out in the end. You fail to mention anything about this . Instead you say that I was not a full paying customer and decided to just make us wait. That is until your company was slow enough and did not have any other work to do. If anyone uses this company USE AT YOUR OWN RISK. Read the 50 other reviews stating the same treatment by them. Treating people like this seems to be their norm.

Very poor customer service, and my issue was never resolved. The first week of May our a/c fan was making a very loud noise, the tech came out as a result of calling our home warranty company. Since the a/c was still intermittently blowing cool air there was nothing they could do, unless the unit stopped working all together. The tech did suggest that we replace the entire unit, which would be either $10k or $12k. The unit did indeed stop working 2-3 days later so I called the warranty company again. At this point Master Tech said they would not come out unless another work order was opened. The warranty company spoke to Master Tech two different times and advised that since it was within 30 days of their first visit to our home, they were to come back out and address the issue. Master Tech refused to come back out, stating they didn't have availability and did not know when they would. I ended up having to call another a/c company to come out, and he was able to replace the fan motor for $350 and said the unit was fine other than that, and there is no reason we should've been told to replace the entire unit. Very poor service and deceptive practices. Beware of this company.

***** ********

I have taken the time to review your work order and see that our technician at the time of properly educating you on your home warranty, and how their contract is written, did take the time to provide you with 3 different 'retail' options to resolve your situation. Yes replacing an entire HVAC system inside and out is a very intense job that can be costly, but this was simply 1 of 3 of your options. I also see the same repair option listed with the actual branded fan motor designed for that piece of equipment. I also see in the pictures submitted by our technician while at your property it shows a 15 year old system with what is now deemed illegal refrigerant (R22). I stated earlier that I did review your work order and again see no deceptive practices here. The frustration expressed here appears to be with your Home Warranty company. We did not write the contract that you signed. It is however our job to uphold the contract you signed with your Home Warranty company. It does state within that contract that you must have 'full mechanical failure' in order for the Home Warranty company to review your work order and either confirm or deny your repair. Getting us back out to your property under a 'recall' status is fairly straight forward as they submit that information to us. Master Tech services a large area of Texas and have thousands of customers that we see annually. If a scheduling conflict occurred with the office I will address that. Understanding is what we do our best to try and communicate to homeowners as we try our best to navigate everyones needs during this Texas heat.

Many thanks,
Justin
General Manager
MASTER TECH SERVICE CORP
XXX-XXX-XXXX

Just to be clear, my sole issue was with Master Tech, and your refusal to come back out after my warranty company contacted you and informed you my unit was indeed no longer working. I spoke to the same person multiple times and she flat out said they had no one to come to my house and didn't know when someone would be available. My warranty company made multiple attempts to have Master Tech come back out and they refused.