We bought a home in the area, and before closing, the owner let us know there was some work done by Mapstone- specifically expanding and sealing a gas pipe. After our home inspection, the inspector noticed there was a small gas leak that needed to be fixed. The owner immediately contacted Debbie and was told it would be done. According to Debbie it was an unusually busy time, and they couldn't schedule to fix a gas leak right away (?!). After pushing from the owner and coordinating schedules on our end, Mapstone finally came out (over one month later) to fix the leak. We were assured the problem was fixed, despite the fact that I still had faint smells of gas here and there.
We settled into our new home, each started new jobs, all the while I'd occasionally smell a bit of gas just in one specific spot in the house. We decided to finally call a different company, who came out and diagnosed a leak still present. We were debating whether or not to call Mapstone again, but due to their track record and lack of promptness we went with this second company. This other company came back out a few weeks later and fixed it. The timeline of this from start to finish was approximately 5 1/2 months.
We called Mapstone to let them know they didn't do a proper job and they really should know about it. We didn't necessarily expect them to foot our new bill, but Debbie told my husband she'd look into it and see what she could do. When I called her to follow up she said she would never pay the bill from another company. She essentially blamed us for not calling them again to fix the problem, throwing in sarcasm saying "oh it must've been a really big gas leak if you waited MONTHS to call someone." Well, Debbie, it wasn't a full blown gas smell every time- just a whiff here and there. It was enough of a problem to have fixed, however. If you ever call national grid or any other gas company they advise you to immediately open the windows and correct the situation. They treat even the smallest gas leak like a potential disaster, because of the nature of gas leaks!
In hindsight we should've let Mapstone know of our displeasure in their services right away, but due to their history and our lack of trust in them, we decided not to. We will never recommend them, and this isn't because people make A mistake. We get that. It was the repeated attempts to fix the job, the lack of promptness in treating a gas leak, and the sarcasm and blame inflicted on us when we called to wrap up the situation. In customer service it's important to treat customers with respect and courtesy, not blame and deflection. Just...apologize and help move the situation along. We are reasonable people.
We want nothing to do with this company. I will refrain from mentioning the other company we used out of courtesy, but there are much better ones out there, and you should steer clear of this one. read more