ComplaintsforBear Plumbing & Rooter, Inc.

• Initial Complaint

  11/26/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  On 11/16/22, Bear Plumbing was dispatched to our home by ***, our home warranty plan, after we noticed a leak in our water heater. Upon arrival, **** the plumber self-presented as a qualified contractor within the *** professional network, with good knowledge of their contracts and processes. He stated the W/H had to be changed and confirmed that its replacement was covered under our *** contract. When asked how much the W/H itself would be, he replied, "about $1700." **** then presented us with an invoice that was incomplete, intentionally ambiguous, and that bore the BBB logo even though Bear Plumbing is NOT accredited. On it, *****************-wrote a list of work to be performed as including 1) the water heater; 2) labor for its installation; 3) code upgrades & modifications; and 4) disposal of old W/H. It indicated a total cost of $2875, but did not indicate a price breakdown for each item listed. Trusting the representations of this supposedly trustworthy *** contractor, we retained his services.After submitting the W/H order to ***, **** went to retrieve it and returned to complete the job. We paid the $2875 total indicated on the invoice, expecting to be reimbursed by *** for the W/H and other covered items per our warranty.Two days later, we discovered that the invoice Bear Plumbing provided to *** *had been significantly altered after our signing it.* It now indicated extortionate pricing only for supposed code upgrades/ modifications not covered by our plan. Subsequent consultation with two licensed plumbers revealed that the prices listed on this falsified invoice (NOT the version we signed), are inflated on the order of **** times industry rates.Bear Plumbing thus defrauded us and engaged in document forgery, "baiting and switching" the original and modified invoices to get *** to cover the W/H cost, while deceptively leading us to believe that the $2875 we agreed to pay included that, and other covered items. We seek full reimbursement or we will ****

  Business response

  12/05/2022

  Bear Plumbing was called out by AHS to service h/o water heater on 11/16/2022, upon arrival **************** was home at the time the tech arrived to his property. Once we made our inspection of the water heater we determined that the water heater was leaking and needed to be replaced, upon the tech explaining to **************** what needed to be done and was fully explained what would be covered by his home warranty and what would not be covered approved for the water heater to be replaced , **************** signed the contract and also provided C/C payment for the full amount that was due upon replacing his water heater. **************** did not want to wait for another day without hot water and decided to approve the work to be done at his property. ******************** wife was very upset that he did not inform her of his decision and decided to dispute the charges after her husband gave the approval of the replacement of the water heater , please see the attached signed contract with full payment . ***************** called our office arguing and disputing the charges that her husband had agreed , we advised that we could not issue refund since the work was already completed and a new water heater was already installed into her property giving them hot water .
  See Attachment/File: **** Beverwil.jpg

  Customer response

  12/12/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Bear Plumbing does not deny that they defrauded ** and engaged in document forgery. We have provided clear evidence (attached) that they 1) deliberately misrepresented the scope of work listed on the invoice they had us sign; 2) significantly altered this original invoice *after our signing it.* ; 3) added exorbitant pricing (**** times standard industry rates, per other licensed plumbers) to that falsified invoice; and 4) submitted this forgery to our home warranty plan in a "bait and switch" to cover their tracks and to extort as much as possible from all parties involved. Bear Plumbing likewise does not deny that they use the Better Business Bureau logo on their invoices even though they are not accredited by the BBB, yet another fraudulent misrepresentation that this company routinely engages in. We'll see you in court.
  See Attachment/File: Bear plumbing signed invoice

• Initial Complaint

  05/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  AHS policy XXXXXXXX Service request dated 5/11/2022 Service ********* Service was requested for toilet tank leaking every time I flushed the toilet. When service man came out he said that toilet needed to be replaced as he could not get the part that he needed to repair (Flush valve). Toilet was a ************* that I bought 22 years ago. This toilet is still being made so I find it hard to believe that spare parts are not available. After toilet was installed I was told that I had to pay the cost of the new toilet as the flush valve was missing. As the toilet had worked fine for 22 years I found it hard to believe that there was a missing part. Later I talked with the toilet manufacturer and they said if the flush valve was not installed the tank would not fill with water as the water would drain out through the hole where the valve should have been. YOU WOULD NOT HAVE BEEN ABLE TO FLUSH THE TOILET AS THERE WOULD HAVE BEEN NO WATER IN THE TANK. It was obvious that there was a flush valve in the toilet when your service man arrived as I had just flushed the toilet. However, after he had worked on it for a few minutes, the flush valve was missing. To keep the issue simple, I will accept the fact that the toilet needed to be replaced. However, AHS should not have been told that the flush valve was missing. You should notify AHS that the flush valve was defective and you could not repair.

  Business response

  07/11/2022

  Business Response /* (1000, 8, 2022/06/13) */ On May 13, 2022 we we schedule to service Mr. ***** property through his home warranty AHS, We service his G/B toilet and found that the toilet was missing flush valve when we inspected the toilet. We contact the manufacturer to order a new part, as we were told that the part was no longer available. We processed Mr.***** claim with his home warranty AHS for new toilet , AHS denied his claim because it was missing parts. We offered Mr. ***** a quote to install new toilet, and he agreed and provided a Credit Card for payment. Mr. ***** claims that he has had this toilet and no one ever removed any parts, we cant confirm that , the toilet would not work if this part was missing, Mr. ***** mentions that the toilet has always been like that. We can only diagnose what we see when we inspect the toilet . Consumer Response /* (3000, 10, 2022/06/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Serviceman made no attempt to find replacement part. Attached is receipt for old **** toilet. Part number for flush valve is shown on toilet schematic. Attached are two (of many) copies of web sites offering these parts. By looking at schematic of toilet it is obvious that the tank could not hold any water and the toilet would not flush if the valve were missing as there would be no water in tank. My original report to AHS stated that the toilet would flush, but the water would leak during flushing. It is obvious that the service man removed the flush valve

• Initial Complaint

  05/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I called ******************** on May 1 because of a problem I have in my bathroom. My toilet seat is moving and leaking water. I also have a clogged-up bathtub in the same bathroom. They schedule me for a visit on May 5 with Bear Plumbing between 4 and 9 p.m. They arrive at around 7 p,m, I show them the problem and they ask me if I have a cleanout. I said, "yes, it is on the other side of the house". They said, "they cannot do it because it is too far." I mentioned that other plumbers have cleared my clogs through the roof vent. They said that would not be covered by the *** contract and it would cost me *******. He gave me no other option and since I was desperate, I said yes. They went to work and were done in 20 minutes. They asked me for my payment and had me sign the contract and left. And on their way out said there is no warranty for the work. I off course complained but to no avail as I had already signed and paid. It is May 12, not even a week has passed and all of a sudden, my bathtub is clogged again. I call *** and they say they cannot do anything. Bear Plumbing was on the line with *** and would not do anything. I looked in my contract and found out that roof access to clear my clog was not covered, but since I had a cleanout within 70 feet, (Clearing of sink, bathtub, shower and toilet stoppages - Clearing of Mainline drain and sewer stoppages through an accessible cleanout up to 100 feet from access point, per contract, are covered), they did not have to go through my roof. They just wanted to do it the fast and easy way since as they told me, they were in a rush to finish and get out of my house because it was late and they said they still had other jobs to do. Since this is now supposed to be covered by my home insurance, I want them to come fix the clog and refund my *******

  Business response

  06/15/2022

  Business Response /* (1000, 5, 2022/05/27) */ On May 5, 2022 h/o requested service through ******************** which is their home warranty insurance , we service this h/o property found that the issue was a main line stoppage , h/o did not have a clean out in order to clear the stoppage, making access through the roof vent is not covered by ********************. As per h/o request and approved for the out of pocket cost would be $*** to clear the stoppage from the roof. H/O was aware that clearing the stoppage from the roof vent would not be cleared by h/o insurance. H/O signed invoice agreeing to pay the $*** which the h/o provided credit card information and was also explained that their would be no warranty for clearing the stoppage. H/O was advised need to install a main sewer line clean out for clearing future main sewer line stoppages.

• Initial Complaint

  04/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Bear Plumbing was called to serve our property by ***. We had two emergency situations at our newly purchased home - backed up sewer line and gas leaks. The company was responsive, and quickly made repairs. However, in both instances, I paid upfront for the work to be done, signing the 3-day waiver. The work was completed in a very timely and professional manner with good communication. However, I never received invoices for the work or copies of documents signed. Despite repeated calls to their office to get those invoices and copies for my record, I still have not received the formal invoices detailing the work done and the amounts paid. I've been told several different things by the woman who answers their phones: 'billing will provide that', 'I'm working on it right now', 'our system shut down yesterday'. I paid this company over $****** for the extensive repairs and want to have records to show in the future that document the work done.

  Business response

  06/01/2022

  Business Response /* (1000, 9, 2022/05/27) */ INVOICES HAVE BEEN PROVIDED TO THE HOMEOWNER WITH A DETAILED DISCRIPTION OF WHAT WAS REPAIRED Consumer Response /* (2000, 10, 2022/05/27) */ This complaint has been resolved. The business has provided complete invoices for the work we paid them to do.

• Initial Complaint

  01/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bear Plumbing was dispatched to my home by ******************** omn two occasions of plumbing leak problems. In both cases they came in and took photos to come back with an estimate. They never came in with an estimate. They collected from ********************* for the service call and reported the problem fixed when no work was performed. When I called them, they reported to me that the techniccian who cam ein and took photos had reported the problem fixed. The business must refund ******************** for any charges they were rimbursed for.

  Business response

  02/24/2022

  Business Response /* (1000, 5, 2022/02/03) */ Bear Plumbing was dispatched 2 different times to this property , We never received any payment from AHS which the h/o paid service fee directly to AHS for requesting service per their policy on every work order that is created for service. 1st visit 1/3/2022 - Tech found turbo flush toilet in guest bathroom tank broken due to force , AHS did not cover for the replacement per h/o policy . 2nd visit 1/24/2022 - Tech repaired single handle pull out kitchen sink faucet to stop leak, h/o was requesting for the tech to replace faucet, no need to replace it was only leaking tech was able to repair faucet.

*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. ↩