Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  7/20/23 afternoon used HomeAdvisor page to find a plumber in ******* to clear a slow draining kitchen sink.7/21/23 ~8:15 am *************************** of Big Blue Plumbing, ******* arrives at my unit and explains that sink isn't draining because the pipes are going the wrong direction and my garbage disposal is dirty. I try to tell him that I think the problem is a clogged pipe and he should clean the pipe. He disagrees and makes me sign a work order to "Rebuild kitchen plumbing" ($1,204.22). ~9:30 am The kitchen plumbing was rebuilt. My working garbage disposal had been removed from my apartment without my consent, and the dishwasher drain was left unconnected to the sink (she photos). Testing the new installation shows that the drain is sill clogged and not draining.********* gets his supervisor (*******************, Big Blue Plumbing) involved, who happens to be only a minute away.~12:00pm ordered by the supervisor, ********* unclogs the drain pipe using a snake and connects my dishwasher to the drain after installing a pipe that has a connection for the dishwasher.Supervisor ******, explains to me that the sink rebuild has nothing to do with the sink not draining.Supervisor leaves, ********* cleans up, and verbally bills me $1421.59 for which I issue a check.Once the workers have left the apartment complex, I cancel the check, as I am not sure if I am a victim of a scam and two people pretending to be Big Blue employees, the whole situation was so shady.I intend to call ***************** first thing Monday morning to check if they actually dispatched these workers and to ask for a proper bill, so I can decide if the bill itemizes the actual work performed.I don't know what the proper resolution should be, but why would I have to pay $1400 for work that clearly was not a solution to my original problem.

  

  Business Response

  Date: 08/16/2023

  Dear ******,
  In regard to the complaint from Mr ***************** the client offered a settlement payment of $400.  While we at Big Blue Plumbing do not agree that there was any misconduct by our team members, we do believe in customer satisfaction.   We have agreed to his proposal of partial payment and although we have yet to receive the check, we do consider this matter closed.
  Please let me know if you need any further information.
  Yours Sincereley,
  

  
  

• Initial Complaint

  Date:05/09/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Big Blue Plumbing replaced a water heater and pump. The flat rate agreed to ($8,877) assumed that the water heater installed would be expensive. We subsequently learned that the water heater retails for $2,500. Taking into account other parts, this would mean Big Blue Plumbing charged ** an hourly rate of approximately $700 per hour. This is not consistent with hourly rates charged by plumbers, on weekdays. Big Blue Plumbing knowingly purchased a discount water heater and gouged **.

  

  Business Response

  Date: 05/10/2023

  Big Blue Plumbing initially arrived to the referenced property on 4/24, shortly after 1:30pm responding to a complaint of "water heater in kitchen is not working."

  The water heater was off at the time of initial inspection, but an active leak was found by the technician- located just above the water heater.

  When speaking to the responsible party, recommendation of repairs and water heater replacement due to age was declined, and Big Blue Plumbing proceeded to provide an in-writing proposal to make the emergency pipe leak repairs only. Once e-mailed and agreed to by the responsible party, the complex water was shut down, and repairs to copper piping was made. No water heater repairs or diagnosis were performed as per client request.

   

  On 4/25 (next day), Big Blue was called back to the property because the water heater was not turning on. Technician found water heater to be in a "lock out" mode with multiple fault codes in the history. Technician informed responsible party of findings and next options moving forward. The following proposals were e-mailed to the responsible party on 4/25:

  Option #1 was provided in writing on, to perform an in-depth trouble shooting of the unit to include corresponding with the manufacturer via live technical support. Customer was warned (in writing) of potential issues of following fault codes which could lead to multiple repairs as a process of elimination to make the unit operational.

  Option #2 was provided in writing on, to provide and install a new 80-gallon commercial water heater and new re-circulation pump- to include required 2nd worker.

  Client decided not to proceed with additional work at this time.

   

  On 4/26 (following day), client reached out to Big Blue Plumbing via telephone, informing they had approved the proposal to replace water heater. The parts were immediately ordered and the installation was scheduled for the next day.

   

  On 4/27 (following day), the new 80-gallon commercial water heater was delivered and installed, and the old unit was removed and recycled. Upon completion of installation, the invoice balance was paid via credit over the phone, by the responsible party.

   

  At Big Blue Plumbing we pride ourselves on being an upfront and honest service provider. After reviewing the details and timeline of this project, we are confident that we provided an upfront diagnosis and findings, as well as provided in-writing, up front options on next possible steps. Each option provided was detailed in the description of work and individual tasks (including prices) for each service being performed. Multiple discounts are found to be present on the invoice in question. The client did not want Big Blue Plumbing to provide a permit or return to stand inspection. Client was informed in writing the requirement for and next steps to obtain the proper permit. As the client was taking responsibility to obtain their own permit, a discount of -$650 was applied to the invoice price total. An additional "Manager's Discount" was also applied to this invoice in the amount of 6%, or $645.78. With a no pressure approach, Big Blue Plumbing simply provided multiple options, which the client reviewed and later agreed. There was ample time to contact another provider, or seek other alternatives. The ultimate invoice for new water heater installation included a total of (-$1,295.78) in discounts.

   

  Big Blue Plumbing (along with most reputable plumbing companies in the market) does not price jobs/projects/services on a Time & Material basis. Instead, we provide multiple repair options with up front pricing so each client knows exactly what their investment will be, to the *****. Should an installation take 7 hours, or 7 days, each client knows before work is started, that if the scope of work does not change, you have been guaranteed the price ahead of time.

   

  Big Blue Plumbing is currently running an online and social media marketing campaign that includes a $100 OFF water heater installation coupon. If client would like to print and ************ coupon, Big Blue Plumbing would be happy to honor the coupon in the form of a $100 credit on the form of payment used.

  Thank you

• Initial Complaint

  Date:10/06/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In December 2021, our water bill revealed an alarming water over-use problem. We addressed it, and by September 2022 our numbers were normal again. We began with Big Blue Plumbing. They came twice. The first plumber seemed satisfactory. I expected him to return, which he did not. On the second Big Blue site visit, I learned nothing new about our problem. The new Big Blue plumber was a nervous person. Additionally, he incorrectly replaced an old pressure valve. He billed me, and then lingered. Shortly, pipes all over the house began to make noise. He took out the valve he had just installed and re-installed the old one, net plumbing change zero, billing $677.18. That second site visit is the core of my complaint.The second Big Blue site visit on January 26, 2022 ended my contact with Big Blue for plumbing services. I decided to rely on other resources and did so. I chose not to discuss the billing with the Big Blue plumber. Big Blue is A-rated: I preferred to discuss what happened with management, in person and at a later date. I focused on solving our overuse problem.I spoke to three people at Big Blues offices in September 2022. The first person provided me with copies of the invoices for both Big Blue site visits to our house. I had never received them before. We spoke, discussing both site visits and the time between January 26 and September. She listened and asked about a remedy. I proposed refund of $677.18. I met with a second person, and then with the Supervisor. They both focussed on the time gap, and nothing else, between January and September. Oddly, the third person made a small presentation about the problems of choosing the incorrect pressure valve, just what the Big Blue plumber had done. Why? He did not take responsibility for the mistake on January 26.Thank you, BBB, for providing this forum.

  

  Business Response

  Date: 10/11/2022

  Services were performed on January 26, 2022.

  On or about September 29, 2022, *************** made a visit to the Big Blue Plumbing office to discuss his concerns.

   

  **************** was informed that Big Blue Plumbing would honor the provided 5-YEAR warranty and stand behind any and all work performed.

  Big Blue Plumbing offered to make a site visit to address ******************** concerns and make any necessary repairs needed to ensure all work performed was operating correctly and installed according to UPC code.

  **************** refused to let Big Blue Plumbing view his property or the work performed by Big Blue Plumbing in January of 2022. **************** also informed Big Blue Plumbing that another plumbing contractor had come to his house after Big Blue's January work and made additional repairs that *** or *** not have been related to the Big Blue work. Big Blue Plumbing was not provided any documentation of other work performed by additional contractor. 

  Without the opportunity to address this client's concerns, Big Blue Plumbing has not been provided the chance to make any improvements to ensure customer satisfaction and operational functionality.

   

  Please view this letter of response as an open invitation to have Big Blue review all work performed in January and/or December and make any necessary corrections.

  If any work performed by Big Blue Plumbing is found to be installed incorrect, or is not functioning, Big Blue Plumbing would honor our 5-YEAR warranty and make any needed corrections at no cost to ***************** 

  Customer Answer

  Date: 10/17/2022

   
  Complaint: 18171707
  
  I am rejecting this response because: 

  1. I had no record of a 5 year guarantee when I visited the *************** in September. I had no invoice. In any event, see item 2 below. How would Big Blue honor a 5 year warranty on a new pressure valve installed, then uninstalled, and replaced with the pressure valve that was there in the first place?

  2. The invoice I was given then states that the a new pressure valve was installed. That is true, and that is the point when he billed me. The new invoice does not state that fortunately, for odd reasons, the plumber was still at our house when all of our pipes started making a lot of noise. The plumber then uninstalled the pressure valve he had installed, and reinstalled the old one he had just replaced. I did not want to discuss billing with that plumber. The invoice does not reflect the removal and then reinstallation which he performed. His work meant that there was no change at all in our situation, which did not seem billable to me.

  3. The Big Blue Supervisor expressed willingness to visit our house and remove the "non-functioning" old pressure valve that the Big Blue plumber reinstalled. We discussed it, and I understood that that was not a necessary plumbing intervention. That is not the same as a refusal.

  4. I am not particularly interested in Big Blue's open invitation to visit our house. After the plumbing visit of January 26, I chose not to be involved with Big Blue. I don't really doubt Big Blue's competence to help us, but following the odd January visit, I chose not to engage with Big Blue, and to engage in solving our problem with other plumbers. I have done so. None of that changes the fact that the January 26 visit was improperly invoiced and improperly billed.

  
  Sincerely, *****************
  
  *****************

• Initial Complaint

  Date:08/27/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company tries to scame elderly people by trying to charge them 13k to put in a new tankless water heater. Next day another professional licensed company onstalled it ****** than 2k. Ridiculous, was disgusted on how they even thought anyone would by into their BS!

  

  Business Response

  Date: 08/29/2022

  Big Blue Plumbing does not have this customer or service address listed in our customer database.

  We at Big Blue take great pride in our customer interactions and relationships. Prior to the start of any work, each client is provided with a whole home evaluation and multiple repair options with up front pricing, so each client knows their investment to the *****, prior to the start of any work.

   

  As stated, the complaint details do not appear to be from a customer of ours, but we were able to find a recent estimate provided that sounded similar to the complaint details.

  On Friday 8/26/22, Big Blue Plumbing was asked to provide replacement options for an existing tankless water heater that was not installed to plumbing code, and had stopped providing hot water. Multiple options were provided, to install a customer supplied tankless water heater, or to provided and install a new tankless water heater.

  An option to provide and install a new Navien 240-A was given to the customer. This estimate also included additional plumbing work- part to ensure the tankless unit would be installed up to code (providing a dedicated gas line as required), and additional safety measures (pressure regulating valve and main house emergency shut off.)

  This said estimate is attached for review, and can be found to show each individual task priced separately. Prior to any discounts provided, the tankless unit installation is $10,409.40, dedicated gas piping is $1,476.88, Pressure Regulator is $643.58, and emergency shutoff is $738.44. Two discounts were applied to this estimate for a total of -$1,260.49, making the total project estimate $12,007.81.

  All work was to include the required city permits and Big Blue Plumbing would return to schedule and sit for inspection with city inspector.

   

  As for the claim that a tankless unit was installed for less than $2,000.00, it is the professional opinion of Big Blue Plumbing that in order to install a tankless unit, up to code, with the required permits, the material costs alone could be more than $2,000.00. We stand by our price, as these prices offered are standard tasks in our price book. Other than the discounts provided, all task pricing was standard- as it is for all of our valued clients.

   

  Please let us know if we can provide any further feedback.

  Thank you,

  Big Blue Plumbing

  Customer Answer

  Date: 08/30/2022

   
  Complaint: 17784373
  
  I am rejecting this response because: We purchased the tankless waterheater for $1500 and the labor to install from a professional licensed company was $1800. Your company is a straight ripoff charging 10k for a waterheater. Absolutely ridiculous.
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 08/31/2022

  At Big Blue Plumbing, we stand by our estimated work and price, as well as the response proved via this BBB complaint.

  There were no demands made on the previous statement:

  Desired Settlement:
  No settlement requested - for BBB information only

   

  As no request was made, we consider this case closed, unless new information is brought to our attention.

  Customer Answer

  Date: 09/01/2022

  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,
  
  *********************************