ComplaintsforPete The Plumber Ltd.

• Initial Complaint

  30/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This was my experience with **** the Plumber. To unclog a kitchen sink: the first plumber just replaced pipe under my sink. The pipe wasn't augered or cleared in any way, simply put, he just replaced unclogged, clear pipe and i was told a second service call was needed to auger my sink as he didn't carry that equipment. My sink was still clogged, my problem still existed. However, i was invoiced $***.The second plumber was the cause of the damage to my countertops and floors. Not being a plumber, i didn't understand the risks associated with his decision to use harsh chemicals to clear my sink, WITHOUT properly protecting my countertops or floors (photo attached). I was to learn the results of his negligence later. My sink backed up that evening again and the problem still existed. However, I was invoiced another $***.After the second plumber left, my hardwood floors had an extremely strong odour for days, there were black water splash marks under my sink and more importantly, i noticed my wooden counter top and hard wood floors by the sink had stains (photos attached). I immediately contacted ******************* ***************** Manager). My clogged sink was addressed by three additional plumbers, but in regards to the damaged countertop and floors, i was told by ***, "to leave it with him".The third plumber replaced the damaged sink basket caused from the second plumber (photo attached is the discoloured sink basked), this third plumber mentioned that this was the result of their use of chemicals. The fourth and fifth service calls did finally manage to unclog my kitchen sink.So in the end, what has **** the Plumber done about their chemical stains on my countertop and hardwood floors? Nothing. i have been unsuccessful in getting any support from *******************. Simply put, *** has chosen to just ignore my last three emails, accepting no responsibility for their mistakes and ignoring my requests for support.

  

  Business response

  02/05/2024

  We have reached out directly to this customer to come to a resolution. **** spoke with our Service Manager *************************** yesterday is expected to follow up with him shorty.

• Initial Complaint

  05/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Technician ********************* from **** the Plumber installed a new furnace at my elderly mother's home in ** ******* on May ****. The next day on May ****, my mother was outside her home and could smell gas. She called the ***** emergency line. She also called her next door neighbour who came over and confirmed the smell of gas, so he called ***** as well and waited outside with her. Once ***** arrived, they found the issue and replaced the faulty regulator. I've attempted to directly contact both the technician "*********************" from **** the Plumber, as well as the ******* Manager "***" to ask how the job can be left with gas leaking?? My mother was in great danger and luckily she found it before anything tragic happened, but **** the Plumber boasts a 100% satisfaction guarantee yet they can't bother to respond and address their negligence.

  Customer response

  05/06/2023

  I have attached a copy of the Product Registration.  

  

  Business response

  07/07/2023

  The homeowner of this complaint reached out to **** the Plumber to ****** that ***** had been out to her hou** after the installation of furnace we installed. After she explained what ***** had replaced she was advi**d that this regulator was not part of the installation of the furnace, and we are not able to fix it as it is part of the gas *******s provided by the gas provider she u**s. We do not believe this is a valid complaint regarding our company as she did reach out and was provided the above information when she contacted the office directly after this happened.

  Customer response

  13/07/2023

  
  Complaint: ********
  
  I am rejecting this respon** becau**: It is not a coincidence that there was a gas leak following the installation of the furnace.  ******* leak was a result of the furnace installation and for ************************ to try to claim otherwi** shows their irresponsibility and trying to avoid accountability.   
  
  Sincerely,
  
  ******* ** ** ****

• Initial Complaint

  13/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Peter the Plumber came to my house on Thursday January 12th, 2023 around 15:15. I originally emailed them to get quote for the costs furnace maintenance. Advised it would be $149 and it would take approximately 1 hour. When I made the appointment I told them I had two furnaces. The receptionist said it could take 2 hours. I had called the receptionist around 14:30 to ask about the ETR. She said one person needed **** ******* surgery and another person ***** ***** **** and they were short. But they would be there today. **** and **** showed up. They turned up the thermostat upstairs and on the main floor. I showed them to the basement. **** was looking at the furnace. I said to **** should I pay you now? He came back upstairs with me to the living room. He prepared the paperwork and I used my Mastercard to pay $257.26. **** did not return downstairs and stayed with me to chitchat. *** ********* ***** ** ****** ***** *** **** **** **** ** **** ** ******* ** *********** Kept on chatting. Then **** comes back upstairs around 15:30 and says he is done. I expressed some disbelief. I said to **** I was told it would take one hour per furnace. Why would I pay $257.26 for a 15 or 20 minute check for two furnaces. **** could see I was not happy about it. He went over the invoice with me. I told him, I noticed a squealing noise from the furnace feeding the main floor. He said they heard nothing. Since they are here, we pushed thermostat to 28C to see if there was any noise. He suggested it be from the gas meter. I said that was not possible since the furnace is on the other side of the house. I question if any work was done. And if I was told it could take less than 10 minutes per furnace to check, why would I spend $257.26? **** told me the one hour including their drive time and paperwork. That was never explained to me. He also said since two people showed up so it was faster. How is that possible when he wasn't downstairs helping **** "check" my furnace? Disappointing.
  

  

  Business response

  16/01/2023

  We are very sorry to hear that your experience on this call did not meet your expectations of Pete the Plumber. As per your conversation with our Service Manager we are crediting you the full amount of your payment for this work. We pride ourselves on providing amazing customer service, we hope that you will think of Pete the Plumber again for future work.

  Customer response

  16/01/2023

  
  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.
  
  Sincerely,
  
  *************

• Initial Complaint

  05/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a furnace installed in late October, I contacted Pete the Plumber decided to go with their recommended 'high end' model. This came with a price tag of $6.5.Fast forward about 6-weeks and heavens-forbid I decide to leave my house for a 48 hour period during a particularly bad cold snap. Upon return to the house I was welcomed with a broken furnace, broken appliances and frozen pipes/toilet.I called Pete the Plumber because of the "12 year" parts and labor warranty. The sent out the on-call guy who was not trained as a HVAC technician. It came as no surprise that he was unable to get the furnace up and running.The next day they did send out a tech who was trained in HVAC. This guy was very helpful and managed to get the furnace up and running. He said it was covered by warranty because it was a "factory defect".I then waited about 8 hours for the house to heat and the pipes/toilets to thaw out. I turned on the water, unfortunately this was when the pipes behind the shower in the master bath burst.Once again, I called Pete the Plumber only this time I was told that this was not their problem and if I wanted it fixed that day, it would cost several hundred dollars for a call out.At this point the conversation went back and forth with the service manager - I tried explaining that the pipes burst due to the the 6-week old furnace breaking down and the pipes froze solid as a result. I was dumbfounded to hear that their service manager could see no correlation between these events.I then contacted *** **** ******* plumbing who sent a tech right away, and stopped the leak free of charge. I would not recommend **** the plumber to anyone unless they like to end up out of pocket for a sub par product supplied by a sub par company.

  

  Business response

  19/01/2022

  We installed a new ******* furnace for this customer in October 2021. ******* is a reputable company and do not have sub-par products. We were contacted by the homeowner on Dec 29/21 and the plumber found the control board to be faulty in the furnace. We returned the following day to replace this part. After the repair was completed our Service Manager advised the homeowner that he would need to contact his insurance company to start a claim with them for the burst water line.
  
  When the water line burst after the furnace was on, we would have come out, but again this is covered by insurance, and he was advised to do this to save the cost.
  
  It also came to our attention that no one had been in the house for at least a week prior to finding out the furnace was not running, and it was not being checked on during this time.

*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. ↩