Complaints

• Initial Complaint

  10/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  All Pro Plumbing Heating ******************************************* LLC evaluated our air conditioning system and assured us that the infrastructure was sound and only the A/C unit needed replacement. Following their recommendation, we purchased a new system installed on March 25. Due to our limited time at home, we rarely used the A/C until August. Please note that the invoice number is *******, and the cost of the A/C system is $*********** our profound disappointment, the new unit failed to cool the house effectively. It would start at 92 degrees at 3 p.m. and run all day, only reaching 82 degrees by 11 p.m. We contacted All Pro Plumbing Heating ******************************************* LLC on September 9 to address the issue. Their technician attributed the problem to our duct system. However, based on their initial assessment, the duct system was in good condition. If there was a problem with the ducts, it should have been identified before the installation. Installing an A/C unit with problematic ducts is like putting a new engine in a car with a bad transmission and expecting it to work; it's irrational. After spending over $27,000 on this system, it's unacceptable that it's not functioning correctly. Either All Pro Plumbing Heating ******************************************* LLC overlooked the duct issue or is trying to take advantage of us, possibly because we are seniors. Our experience with All Pro Plumbing Heating ******************************************* LLC has been frustrating and disappointing. We essentially spent over $27k for a system that is not operating properly and is inefficient.

  Business response

  10/21/2024

  I have reviewed the work and will contact the customer to see what we can do to resolve any issues they may be having. I will review calls and I show they last called in on 9/3/2024. We were last out to them on 9/05/2024.

  Customer response

  10/23/2024

   I am rejecting this response by All Pro, as they responded the action  that they would take includes contacting me about the issue. Their team has already come out to review the problem. Contacting us alone is unsatisfactory, we need action. Over $27,000 was paid for this new system and it should be working. 
  
  
  

  Business response

  10/24/2024

  We have taken a look at the issue and recommend ducts are the problem. He signed all documents for the 27k which ducting was not included in the contract 

• Initial Complaint

  09/20/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  Per the contract, the company has not provided the yearly maintenance A/C unit. They dispatched a technician on Aug 1 who did not appear to conduct any maintenance on the A/C unit. When i asked them to provide proof of what was conducted, they refused to provide any details. Please refund the annual fee or send a technician to provide the annual service.

  Business response

  10/09/2024

  I have Mr. ****** on schedule for next Wednesday as we have been emailing back and forth. He is not in ********** and doesn't not answer his phone when called. I spoke with his property manager and the location is vacant at this time and has no electric at this time. **** (property manager)  has communicated with me that the time scheduled will work and will have the electric turned on for the appointment. We have been there to do all his maintenance throughout the year. He has service for his AC unit in August of this year.  If you have any question please contact me!

  
  

  
  

  
  

  Sincerely,

  
  

  ****** *****

  Quality Assurance Manager

  Customer response

  10/09/2024

   I am rejecting this response because:

  -"I have Mr. ****** on schedule for next Wednesday as we have been emailing back and forth."

   -Correct.

  -"He is not in ********** and doesn't not answer his phone when called."

  -Irrelevant information to the issue. I prefer to resolve this issue via e-mail so that there are no misunderstandings.

  -"I spoke with his property manager and the location is vacant at this time and has no electric at this time."

  -Correct. Please reschedule the appointment to November when electricity will be available.
  

  -"**** (property manager)  has communicated with me that the time scheduled will work and will have the electric turned on for the appointment."

  -Electricity will not be turned on until November and I have not authorized the electricity to come back on. Any incurred expenses will be the responsibility of the Business and they will be billed for it.

  -"We have been there to do all his maintenance throughout the year."

  -Partial maintenance of units have been completed. The ** has yet to be conducted.

  -"He has service for his ** unit in August of this year." 

  -No service was conducted. The technician showed and did not conduct any maintenance. I have asked for proof of maintenance to the Business multiple times via e-mail and phone calls and they have yet to provide it.

  -"If you have any question please contact me!"

  -Yes, when in November will you conduct the maintenance for the ** unit?
  

  Business response

  10/21/2024

  Scheduling has been difficult with this customer the owner and property manager are not on the same page. I scheduled with the property manager and the owner rescheduled the job. Still waiting for the Owner to provided an available date. 

  Customer response

  10/21/2024

   I am rejecting this response because: business scheduled a date without my consent or awareness that did not have anyone available to open the door for the technician. I have advised the business to schedule a date in the 1st or 2nd week of November 2024 multiple times and I have yet to hear back from the business. 
  
  
  

  Business response

  10/23/2024

  Hello, I set up the appointment and again was rescheduled for his maintenance call. A refund can not be issue since memberships are non refundable and he has had maintenances done at the property.  

  Customer response

  11/05/2024

  Good afternoon,
  
  Hope all is well. I spoke with ****** last week about complaint ID ******** and she advised that if there were any other issues with the business (All Pro Plumbing) to let her know so that she can re-open the case. The business cancelled the appointment they had set and are now refusing the complete the job. Can you please re-open the case so they can resolve the issue?
  
  Regards, 
  

  
  

• Initial Complaint

  09/01/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Dear Better Business Bureau,I am reaching out to report an ongoing issue with All Pro regarding unresolved discrepancies in billing and contract terms. Below is a summary of my efforts to resolve these issues through two letters I sent to them.First Communication - June 6, 2024:On June 6, 2024, I contacted All Pro about significant discrepancies in the invoice I received. The charges did not align with the services quoted or those provided, leading to confusion and dissatisfaction. I requested a corrected invoice with an accurate breakdown of charges and emphasized the importance of transparency.Additionally, I raised concerns about certain terms of the contract that were not honored or were misrepresented. I requested that these issues be resolved promptly to maintain a positive working relationship. Unfortunately, All Pro did not respond to this letter.Second Communication - July 31, 2024:After receiving no response, I sent a follow-up letter on July 31, 2024. In this communication, I reiterated my concerns about the invoice discrepancies and contract issues. I expressed growing frustration with the lack of response and stressed that without a corrected invoice, I could not proceed with payment.I also warned that if the issues were not addressed promptly, I would consider other avenues to resolve the matter, including reporting to the Better Business Bureau, which I am now doing. To date, All Pro has not provided the requested corrections or addressed my concerns. Their lack of action has left me with no option but to seek your assistance.I hope the Better Business Bureau can help facilitate a resolution to this matter, ensuring that All Pro corrects the invoice, honors the contract terms, and restores our professional relationship.Thank you for your attention to this issue. I look forward to your support in resolving this dispute.

  Business response

  10/04/2024

  Hi Ashley,

  Thank you for bringing this to our attention and I sincerely apologize for the lack of communication. The head of our plumbing department, Jonathan, is scheduled to come look today and figure out a resolution for you. Thank you for your patience and we will do our best to make this right.

  Thank you,

  Lane Wood

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On June 24, 2024 we agreed to purchase an air conditioning unit. It was installed on or about June, 27, 2024. Since approximately June 27, 2024 we have been trying to reach out to App Pro to fix a leak caused by the installers. A representative came out on July 3, 2024 and acknowledged the leak and indicated they would return on July 5, 2024 to fix the leak or install a hose of some sort to direct the water outside. To date, no one has come out to fix the leak. The finance company is stating that All Pro confirmed the job is complete to our satisfaction and will find the loan, but that is not the case as no one from All Pro has returned to fix the leak.

  Business response

  08/26/2024

  Hello, thank you for letting us know of this issue. We will immediately be contacting you today 8/26 to review this complaint and provide you with a resolution. We are sorry for our delay. 

  Customer response

  08/27/2024

   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. They came out and repaired the leak related to the ** unit installed in June,2024. 

• Initial Complaint

  06/25/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  So Ive used this company to install a new air conditioner/furnace because they are a very reputable and have great customer service. I was promised that I would never have any issues and paid $25,606.03 for them to install all now equipment and ducting. Since the new unit was installed Ive had nothing but problems to the point Ive had to buy fire wood to heat my house in the winter and had to stay at family/friends house in the summer because it wouldnt cool and they could not get to me until days later. They have replaced the entire unit twice and Im still have the same issues. They have come out to my house close to a dozen times for these issues. Im still paying for this unit but at this point I dont think I should. I want my ac/furnace to work without any issues like they promised and want them to pay the amount that was finance for making my family suffer each time this happens. That would be the only way to fix this.

  Business response

  07/09/2024

  We communicated with the customer on 7/2 and we were able to get this resolved. We followed up with customer after our visit and customer stated they are happy with the results and it has been resolved. Thank you

  Customer response

  07/09/2024

   I am rejecting this response because:
  
  They still have not resolved that fact that they have left my family without heat and air on many occasions like I had previously stated. It escalated to the point that they had to send their lead technician to come out and diagnose what was wrong and fix what their many other installers and technicians could not fix. So yes I finally have air but that was after not having air for many days. So no it is not resolved and fell that for all the troubles and headaches that my family has been through deserve a refund for at least haft the cost of the $25,000

  Business response

  07/15/2024

  Hello, we contacted customer and agreed for us to come back out to the home to install a air register for his home as a courtesy to the customer. We are scheduled for 7/16/2024 - Thank you

  Customer response

  07/15/2024

   I am rejecting this response because:
  
  While I appreciate all pro plumbing heating and air finally actually trying to fix the issues that have been on going since they have installed the ac/furnace units. It still doesnt fix the facts that you have left my family freezing in the winter not caring how we would stay warm for the next weeks. Forcing me to buy multiple bundles of fire wood just to keep the house warm enough that we didnt freeze in the winter. Also during the summer when you left us without air conditioning, again not showing any empathy or compassion towards us because you couldnt get a knowledgeable ac technician to fix the issues. They dont care that I had to finance $25,000 for what I thought would be an hassle free system as I was promised. Due to this I am firmly stating that I am reimbursed for the system due to all the hardship that all pro plumbing heating and air has put my family through. 

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On June 11, 2024 I was quoted a price to install a Noritz EZTR50 tankless water heater. On June 12, they installed a Noritz EZ98DV model instead, which has a lesser value by $588.13. I want a refund for this amount

  Business response

  06/14/2024

  We connected with the customer, after review we were able to explain to the customer the model number confusion. Customer is happy with explanation and resolution. 

  Customer response

  06/14/2024

   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.

  I am very grateful to the ALL PRO plumbing manager for his time and concern in helping me through understanding what I was confused about. 

  My confidence in this company is restored, and I hope to do business again with them again in the near future.

• Initial Complaint

  02/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On Sunday, February 4th we realized what appeared to be our sewer line was backed up. Ironically, a few days before, we received a coupon from ALL PRO Plumbing Heating Air Electrical for that exact issue. So we called ALL PRO and spoke to an associate and explained to her the situation and that we had received one of there coupons on price. The associate said that they could send someone out the following day between the hours of 8am and 12pm. About 2 hours later they called back and said we can send someone out in the next 20 minutes so we said great. The technician showed up and we explained to him the situation and he then said give me a minute and let me write up a couple of options. That took him about 5 minutes and then he tried to sell me a monthly membership which was much more then the quoted price on the coupon and our only option by the way. I told him that we had a coupon which stated the exact amount and I would just like our sewer line cleared for the amount disclosed on the coupon. He then told me that he could not honor the coupon and the membership was my only route. I explained to him that your company sent me this coupon just a couple of days ago and I meet the restrictions stipulated on the coupon. He said that he could not perform the service at that amount and could not honor the coupon and would have to pay the membership price to perform the service. We asked him why when we called they did not say anything as to why they would not honor our coupon at that time so we could have called another company. Meanwhile we have 2 children with a backed up sewer line and cannot use our toilets, showers, faucets, laundry, or anything in our entire house even when you have a plumber at your front door which would probably take him about 20 minutes to clear. Amazing how companies can bait and switch the public and get away with it. I wonder if this is considered *************** since we were denied service that affects our 2 children??

  Business response

  02/12/2024

  Hello, we are actively communicating with the customer on this situation and reviewing the information given as well as working on a resolution. 

  Customer response

  02/13/2024

   I am rejecting this response because:
  
  The company has reached on a couple of occasions, but I have missed their calls. I have reached out multiple times as well during business hours and the supervisor is never in his office even though I have his direct office number. I left another message today and have not heard back so far. Very frustrating that I have called multiple times over the course of a week and a half and cannot communicate with a supervisor during business hours and has not returned my calls on the days I have tried to reach out to the company...

  Business response

  02/14/2024

  We received the follow up through BBB stating customer is attempting to reach us and has been unsuccessful, we have also tried to reach customer multiple times and phone just goes to voicemail. We are attempting to reach customer again today, we will call 3 times at 3 different times of the day, and contact via email as well in hopes we successfully connect. Thank you

• Initial Complaint

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called All pro to come out and replace the faucets/valves for my clothes washer. The cost of the faucet/valve is $10 at best, however All Pro's agent charged me $500 and told me he was doing me a favor by not charging me a "service charge". He signed me up for some some form of service contract, which I did not ask for and am not even certain what, if anything, it covers. I tried calling their office today and asked to speak with someone in charge. I was told that ***** was that person and that she was in a zoom meeting and that she would call me back. That was more than an hour and a half ago and still no return call. It is my opinion that they took advantage of an elderly woman.

  Business response

  02/09/2024

  We spoke with Mr. ***************** who stated he is ********'s son, although we provided options for the customer for the repairs needed, and the cost of the repairs are as shown we understand this could have been better communicated we have agreed to resolve the request of ***************** & ************. We are in communication with the customer and made them aware of the resolution as they requested. Thank you

• Initial Complaint

  07/21/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Had All pro come out on 7/2/23 for no a/c issue, tech checked out system found wires in attic had been cut by fan motor and shorted out entire system recommended replacement of system and referred to sales tech for pricing and finance options, I choose an option for 18 months no interst was told monthly fee would be approx. ******and would still have balance to pay at end of 18 months, sales tech ran credit check and submitted application to finance company, somewhere there was an error made and finance company wrote contract for 180 months at 6.99 percent interest and my name was signed on contract by someone from All-Pro, I never saw the loan documents or signed them, I received a letter from finance company on 7/11/23 but it was received after the date (7/8/23) of which I could have cancelled the contract. All pro was to install a Lennox system which the sales tech verified per text message they however installed another branded system when I called about the wrong system installed I was referred to a supervisor from All-pro he offered a $500 reduction which I said no to, I asked for higher reduction in price or for them to remove incorrect system and put the Lennox in the supervisor wanted to check with his management and offered to call me back which he did, we agreed on a $2000 reduction and I was to pay the full price to All-Pro, he was to rewrite the contract and send it to me for signature, (all this with All-pro took place before I received letter from finance company), to this date I have not received any contract from All-Pro I have left numerous messages with the All Pro call center folks and supervisor has not returned calls, also I have texted the sales tech asking for him to contact supervisor and call back but the supervisor is not doing so. The finance company also has reached out to sales tech to help cancel this contract but All Pro (supervisor/management ) has not responded to them either.

  Business response

  08/30/2023

  We thank the customer for bringing this to our attention in regards to Financing discrepancy. As the customer stated in regards to the other issue stated, the matter was resolved. We apologize that we have not received the message from our *********** in regards to the further complaint, we will immediately contact the customer today to review & resolve this matter. Thank you

  Customer response

  08/30/2023

   I am rejecting this response because: this company made no effort  to contact me within any reasonable time to correct the issues, this complaint was filed 7/12/23 today 8/30/23 they (*****) finally called and left message regarding these issues, I contacted All-pro on 7/24 left message for ******************* he called back 7/25 agreeing to new contract and revised amount (******) sent tech out to my home with documents and to receive my check, ****** advised they would call the finance company and cancel the contract and I would receive a notification from said company, never received any from finance company, all-pro cashed the check 8/15, still no info from finance company or all-pro, I contacted finance company on 8/18 and received email notice the loan had been cancelled. I had to do the "leg work" that should have been taken care of by All-pro,  customer contact skills are deplorable worst service I have seen!! (I was in customer service for 31 years ) this is horrible, I would not  recommend this company to anyone 
  
  
  

  Business response

  03/11/2024

  This complaint was resolved in 8/2023. As you can see from the invoices attached, the customer is correct we agreed that in order to resolve his concern we would refund $3,000 back, cancel the loan, and revise the contract. The invoices attached show the following: 1. The estimate signed originally does not state we would install Lennox system even though customer states so, although customer signed the estimate he agreed to, we still decided to go above and beyond and refund him $3,000 to satisfy his request. 2. The revised invoice shows that we refunded $3,000, cancelled the loan, and he paid via check after loan was cancelled. Customer than signed the revised invoice confirming this was to his satisfaction. 3. Attached screenshot of referenced paragraph of revised invoice that customer signed acknowledging that this matter was resolved and it was to his satisfaction. This complaint has been resolved, and we are showing documentation validating that as well. Thank you

  Customer response

  03/11/2024

   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.

• Initial Complaint

  04/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  March 29 2023, I contacted All Pro through a blind website, the outlets in the kitchen were not working, I was having to use a surge protector for the refrigerator, I also had a plugged kitchen sink. ****** **** was the technician that responded, checked the breaker box but said he could not determine the cause of the outlets not working, I had noticed earlier that the very bottom breaker was off but was unable to turn it back on as I did not have enough strength in my hands. He then told me it would cost me $295 to fix the sink, as he was doing this he told me that the garbage disposal was leaking and it would have to be replaced to the cost of $550.00. I asked if he fix the sink without the disposal and he said no and proceeded to replace the disposal, then he found that the pipes to the other sink needed to be replaced, and told me the total cost would be $1008.00. I am 80 years old and live on SS, he was aware of this, plus the fact that this house will be going into foreclosure and I did not want to spend a lot on repairs. He then made a big deal about trying find out why the outlets were not working, and told me that if I wanted them to come back out to find the problem to let them know. A neighbor came the other day and looked in the breaker box and noticed that the bottom breaker was still off and when he flipped it back on the outlets in the kitchen worked. I believe that this company encourages their employees to replace or repair unnecessary repairs, and perhaps rewards their efforts with a percentage of the total cost. He also told me that the breakers were beginning to break down and would need to be replaced at a future time, and that the pipes leading to the hot water heater were about to start leaking. Again it would not have been a problem to fix the sink without the disposal as it was I was left with no money for the month since I paid him 800 in cash and a check for 208. My income is $1428 plus my own bills that need paying.

  Business response

  05/03/2023

  Please see attachments and full summary

   

  Customer Sylvia Bauer called in to All Pro Plumbing Heating Air & Electrical on 4/6 at 10:49am requesting service.
  The request was as follows :
  JOB SUMMARY
  Spoke with: Sylvia customer stated they had a power outage last week. customer said everything came
  back on but the Outlets in the kitchen are not working.
  -What is the issue? outlets not working in kitchen
  -Is more than one outlet not working? 6 outlets
  -What room? Kitchen
  -Did you already attempt to reset the breaker? yes
  -Did you check all your GFI's? yes
  -How old is the home? 37 years
  -Any restrictions to your schedule? No
  Our technician arrived to the job on 4/6 at 12:29. Our technician greeted the customer and went out to the
  electrical panel. Technician added photos to the job. The panel has several visible issues of which our technician
  went over with the customer. Customer also showed tech the bathroom outlets were not working. Tech went thru
  resetting GFCI outlets and was able to restore power to the bathrooms. Customer showed tech the kitchen sink
  stoppage. Tech documented the stoppage with a photo to show the customer. Customer authorized tech to clear
  the drain. During the clearing of the drain tech noticed the disposal was leaking and the basket strainer was
  cracked. Tech documented the job with photos. Tech advised the customer of the option to replace the basket
  strainer, disposal and connecting pipes. Customer elected to proceed with repair. Tech documented the job with a
  photo that the job was complete. See attached invoice & pictures for reference.
  In the end the customer decided not to proceed with any troubleshooting of the electrical or engage in any of the
  corrections in the electrical panel. Customer declined electrical recommendations and decided to focus on the
  kitchen sink.
  I received a message from our customer service rep on 4/10 that customer was upset about services. I spoke with
  the tech and called customer on 4/10 and left a vm then I received a message on 4/12 so I called on 4/12 and left a
  vm, this time on a recorded line. Customer did not call back. As always, we have full intentions of ensuring our
  customers are satisfied with our service, we did tried reaching back out to the customer each time she called and
  we left voicemails. If we can connect with customer, we are happy to resolve this matter for them.

  Customer response

  05/04/2023

   I am rejecting this response because:They said they called and left a voicemail, I do not voicemail on my phone I am deaf in my left ear and did not put voicemail on my phone, nor did I have any calls from All Pro as they did not show up on my call record.  Also the technician knew I was deaf and had trouble communicating.  I most certainly do not believe that they tried to reach me they could have texted me or emailed me which they did neither one.  Again I asked if he could fix the sink without replacing the disposal, it is not necessary to have a disposal we lived many years without one, and the technician knew that I only had a certain amount of money and I felt  that if I demanded that he fix the sink without the disposal he would have walked out.  Also I believe he knew what was causing the outage with the outlets in the kitchen and chose not to fix it so that I would have to call them back another time.

  
  

  
  

  Business response

  05/08/2023

  As we mentioned in our response to the complaint, we are happy to connect with the customer to resolve this matter as quickly as possible. We have been able to connect with her on her phone, perhaps she can give us a call at ###-###-#### and ask for Shawn. He can be reached Monday-Friday 7am-5pm. We will also attempt to reach the customer again this afternoon. 

*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. ↩