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:12/14/2022

  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.

  Advanced Plumbing was contracted by my home warranty company, Fidelity National, on August 8, 2022 when I put in a service request for a leaking water heater. Advanced Plumbing scheduled my appointment for 8/18 then cancelled it. Then they rescheduled for 8/22, causing me to miss a crucial day at work. I stayed home for the appointment, but they cancelled again. They finally came to give an estimate on 8/31. They determined that we needed to replace our water heater, and the replacement finally occurred on 9/14, causing another lost day of work. Despite the warranty policy, we paid $940 out of pocket on that day. Weeks went by without an inspection and I had to call multiple times to inquire. I was given the run around, and dealt with one representative who was rude and dismissive. One helpful representative marveled at how long this was taking and how patient I had remained. I asked to deal with the manager. The work failed the inspection on 11/10 when they finally arranged the appointment. Another repair person came on 11/25 after two more cancelled appointments. He discovered a cold water leak left by the first person, cut a new hole in my wall, and broke a main line that flooded my garage. An appointment with a firewall person was set for 12/12. He had to return on 12/13 to finish. On 12/14 I awoke to yet another leak and water in the garage, had to miss work again for an emergency appointment. This company is clearly incompetent, and has cost me time, money, stress, inconvenience and STILL NO COMPLETED WORK OR PASSED INSPECTION over 4 months later.

  

  Business Response

  Date: 12/16/2022

  .Advanced  Plumbing went to this property on 08/31/2022 through their home warranty company for a water heater leaking. ************** ******* diagnosed that the unit needed to be replaced. Since we went to the property through a home warranty company, we had to give report to them and get authorization for the replacement before any work could be performed. Report was given to Fidelity on 09/01/2022. ************* had non covered costs of $940.00 (the home warranty did not cover this cost)Once the non covered was approved by Ms.  *****, the authorization was given to us for the replacement on 09/12/2022 and we had the tank replaced on 09/14/2022. We had pulled permit for the replacement from the city and once we received the copy of permit, inspection was scheduled. The initial inspection did fail with the city for the items listed on the correction notice and we did go back to make the corrections needed. While the technician was making corrections, a leak did occur while he was at the property( not previously) and it was fixed same time. A bigger hole had to be made through the sheetrock to get the repair done which we had a tech go back to fix. Unfortunately there was another leak from the supply line which the technician went back to fix( there was a drip from supply line). We have had technicians call in sick and have been short staffed due to Covid which we sincerely apologize again for rescheduling the appointment. Unfortunately with plumbing,there are unforeseen which we cannot control or limit time taken to perform a repair/replacement but we did try our best to work with the homeowners time for the corrections to be made after ****pm. I did offer $500 back for the inconvenience caused which the homeowner said she couldnt not accept until the final inspection was done which is scheduled for 12/20/2022. Unfortunately we donot accept the settlement requested by **************

  Customer Answer

  Date: 12/20/2022

  I am rejecting this response because:

  The follow up inspection was today, and this company failed the inspection AGAIN, because they did not make all of the corrections. The technician knew he hadnt done it, and told me so before he left. He claimed it couldnt be done because of the way my house was made and he made the comment that he was a little bit worried it wouldnt. His final words on the subject were, I hope it passes. Im relying on this company to complete the work they were paid to do, and to ensure the system is up to code. If the technician was unsure, he should have contacted the city for clarification. Now this is dragging on even longer, the company has to pay an inspection fee plus make the correction before it can be inspected again. This issue effected my Thanksgiving, and is now effecting my Christmas. I will likely have to take off from work at least twice more for the repair and then inspection. And frankly, that is an optimistic assumption. I have no reason to believe these next steps will go well. Of course I didnt accept a premature offer of $500. Im owed my money back, plus money for my time, inconvenience, stress, days off work and more. This is unacceptable and if we need to go to arbitration or small claims court, we can.

  
  

  

  Business Response

  Date: 12/28/2022

  My apologies that the inspection failed again for the bonding of gas lines ( which has nothing to do with the water heater install but more what the city requires to check just like CO2 alarms in the house). We have contacted the city inspector numerous times for clarification as to what he exactly wants but have yet to receive a response from them. *****( the technician) has left message for you, if you can return his phone call so we can move forward and get this water heater inspection passed and permit closed. We also would like to get this resolved asap and not waste any further of your time. 

  Customer Answer

  Date: 12/29/2022

  I am rejecting this response because:

  ***** did call me, and his voice mail indicated he did not know specifically what the inspector wanted him to do. He said he would call me when he heard back from the inspector and has not called back. The inspector put this on the correction notice the first time, so at that point it became your responsibility. It has nothing to do with the carbon detectors. You need to understand the task before your technician returns, because if he comes over here and checks detectors, wasting my time is exactly what you will have done. Again. There is also a stop work order from the inspector and you have to pay a fee. He will not return unless you do so. Have you paid the fee? If not, it is also waste of time for your person to come here, because there will be no follow up inspection.

  My request for a full refund and compensation remains. My expectation that you do what you were paid to do correctly months ago remains, and if you are unable to do so, I expect you to pay for another company of my choosing to do the work. Im not calling your technician back until I have confirmation he knows what to do, the fee you owe was paid, and I will receive compensation.

  
  

  

  Business Response

  Date: 12/29/2022

  Yes, we are taking care of the re-inspection with the city and need to schedule ***** to come for the bonding. Please discuss directly with us rather than going back and forth on BBB so we can get this inspection completed. 

  Customer Answer

  Date: 12/29/2022

  I am rejecting this response because:

  I have spoken with your contractor, and although I was dissatisfied with the conversation, we have an appointment scheduled for 1/3/23 at 10am. I am using the BBB portal because I can not trust the integrity of your company, and know I might need legal help and a written record. This is an open complaint.

  
  

• Initial Complaint

  Date:07/22/2022

  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.

  On June 28, 2022 we just received the keys to our new home. We purchased the $400.00 Warranty on the home through American Home Shield. Upon entering the home, we noted that the upstairs and downstairs toilets were loose and wobly, we also had a leak under the guest bathroom sink, and the shower head leaks when turned off. We also noticed one of the downstairs bathrooms toilets doesn't work and the kitchen sink doesn't work. We scheduled an appointment through American Home Shield with one of their contractors called Advanced Plumbing and Rooter Service in ***************, **********. The appointment date came and Advanced Called us and stated that they didn't have enough employees so they would have to reschedule the appointment. I agreed. The next appointment day came, and they said that they booked too much work and would have to cancel again. I was very angry as we have leaks. I reluctantly scheduled a third appointment because American Home Shield wanted a regular plumber to call them while diagnosing the problem and then they would negotiate the charges and decide what was covered and what wasn't. No regular plumber wanted to do this. I waited for the third appointment which was today, July 22, 2022, and sure enough, they called again stating that they couldn't come out due to a leak at another customer and had to stay to repair it. They scheduled a fourth appointment for July 27, 2022. This company is pushing us out, in my opinion, due to retail paying customers, and American Home Shield doesn't pay them retail rates so they just keep canceling. This is not right. Meanwhile, my toilet doesn't work, my sink and shower are still leaking, and I spent $150.00 of my own money to repair the kitchen sink, which we had to have. Please help me to get this resolved. Thank you.

  

  Business Response

  Date: 07/22/2022

  My apologies for not being able to service your property. Unfortunately we are short staffed at the moment and since *********** is about an hour away from us, we are only able to service this area once or twice a week. Every customer is as important for us but due to being short staffed, there is only so much we can do to service a property especially out of our normal service area. We had informed American Home Shield that we were unable to service your property when we rescheduled the appointment that 2nd time and had asked them if they can send another service provider but they never sent the work order to another provider. Since we were not able to service your property today, we have again asked AHS to send another provider who services the area. My sincere apologies for the rescheduling. Please do check with American Home Shield and ask them if they can send another company out to your property as we have asked them already as well. 

  Customer Answer

  Date: 07/25/2022

  I am rejecting this response because: If this were actually the case, then they wouldnt have canceled the appointment 3 times.  And, every time they canceled it, it was on the morning of the appointment.  If what he is saying was true, then they wouldnt have bumped me 3 times to a month down the road with active leaks.