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:01/17/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 1-17 I contacted roto rooter to fix a clogged toilet. The tech came out and quoted 150. When the tech couldn't restore the toilet to working condition with a 18 inch pole snake he said if he used the other larger snake it would raise the price to over 400. I told the tech we agreed to 150 and then he tried to say we have defective plumbing without a visual inspection of the plumbing and said the toilet slowly drains and isn't plugged was his rebuttal. I told him we agreed on 150 to clear the clogged toilet and he didn't accomplish that. He was here for 15 mins and I refused to pay because he didn't provide the service we agreed upon. Bait and switch tactics like this needs to have the company investigated by the bbb. A price for a job is a price for the job no matter if he used a plunger, 25 foot snake or whatever. He couldn't get the toilet to working order so he didn't complete the job.

• Initial Complaint

  Date:09/16/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Plumbers *** was assigned by ******************** to fix a leaking water heater in my home in 2023 but told me that they could not do it because it was leaking. I had to hire a plumber to move the water and fix the leak. They did absolutely no work but received their portion of pay from ******** Home Shield that I pay monthly and in the service fee for Plumbers *** simply coming out. This past August ******** Home Shield sent Plumbers *** again to fix a leak in my kitchen. Plumbers *** said they would call us to let us know the day they were coming to fix the leak. 3 weeks went by with no call and today September 16th 2024 I called Plumbers *** and now they randomly are saying they cant come and fix the leak because we have mold on a wall. They never said this when they were here. Also the mold is in a downstairs room but the leak they need to fix is upstairs in the kitchen and it has to be fixed to stop any growth of mold! Plumbers *** and ******************** do not provide any services but only taking 89+ dollars a month and 125 dollars service fees from their working class *********** Military customers. Do not throw away money with them, it is time to sue them.

• Initial Complaint

  Date:06/26/2024

  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.

  On 11/15/2023 Our home warranty company contracted with Plumbers, Inc. (*********, **) to resolve a leak at toilet. At time of scheduling we paid $100 to American Home Shield for the service call. Service (He) arrived I believe next day 11/16/2023. He replaced a toilet ring. He told me there was some part not covered under warranty. He indicated it would cost about $75 to which I agreed. I agreed and gave confirmation to Plumbers, Inc. We never received a statement showing part info and actual cost. When our credit card statement came, it was a surprise to see $180.25. I tried multiple times, over a period of months leaving messages on their answer machine with NO RESPONSE. Finally, I contacted warranty company. They could not get an answer either. Looking for confirmation of info service person gave me or did they just pocket the $

  Business Response

  Date: 06/27/2024

  Customer received service by the $100 was ** pay and the charges for $75 was for the replacement of the angle stop and supply line. Payment was made through Hearth and using a Credit Card the third party has a 3% charge and was shown on the payment portal, as it was paid through Hearth. They used a CC which has a 3% charge. She would have gotten an invoice sent to her email *******************  Which was paid through hearth invoice 1047.  The notifications were sent upon request.  

• Initial Complaint

  Date:09/26/2023

  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.

  My water heater is broke and leaking. I contacted *** on 9-21-23 and the unit is still not replaced as of 9-26-23.********, the *** Representative told me I have Shield Complete, the best plan, which covers up to $1,000 for Code Violations, Permits, and Modifications, but they charged me $840.00 for those fees. My contract was renewed on 4-29-23.Plumbers **** even told me my *** covers the costs but they will not provide a new or adjusted invoice.

  Business Response

  Date: 09/28/2023

  When plumbers *** gets a water heater that's leaking or water heater not working immediately right after we diagnose the water heater we call American Home Shield authorization Department and we explain are findings of the water heater if it needs to be replaced or repairs or we need to order parts after the diagnosis is been read to American Home Shield authorization department they let us know what's covered and what's not.. and if there's anything at a pocket to the homeowner everything's explained through their Department all we do is follow directions what America Home Shield gives us is some cases things are covered in some cases are not all depends on their contract and their policy

• Initial Complaint

  Date:07/13/2023

  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.

  On February 7, 2023 Plumbers Inc installed a tankless water heater in my patio closet for the cost of $4,145 including $250 for the cost of permit, (see receipt). For 2 months I heard nothing from Plumbers Inc. about my permit or inspection for the water heater. On May 25th, 2023 I contacted Marco L**** of plumbers inc. to ask if he has the documentation for my permit application completed so that I can schedule the inspection. Marco assured me that I would have it by the following Monday. Again, on June 1st I asked for permit application so that I could schedule the inspection. He sent me a copy of the permit application that he had applied for that day, (see copy attached). On Tuesday, June 8th the inspectors came out and told me that the inspection could not be completed because: 1) Plans were required. 2)hot water pie required insulation. 3)Tankless water heater requires expansion tank. I sent this info to Marco and scheduled an appointment for 6/20 a service person to make repairs. After repairs were completed, my son notified me that the serviceman didn't leave the plans, so I could not reschedule the inspection. I again I texted Marco for the plans which he said that he would submit the plan to the city of San Diego, On July 10th I again contacted Marco about the plans. His response "let me see if the plans went through" and commented on how everything was so difficult. On July12th IBB. Marco's response was; "Let me see what I can do by tomorrow and then you can pretty much do whatever you want, I don't know what else to do and we'll go from there." I paid this company to get provide the proper paperwork for the permit so that I can schedule an inspection. If Plumbers inc. was unable to do this, they should not offer this as a service. I want what I paid for

  Business Response

  Date: 07/14/2023

  This job is completely done we have submitted the permit and processed all paperwork the only thing is the city of San Diego is waiting for the plans in the application itself for a replacement water heater plans are not required it's been inspected and Corrections have been made. I got a invoice the other day saying plans are required city of San Diego has changed everything on a app website online system we are not familiar with the system so we're working on sending the plans as we speak I asked the homeowner to be patient also there's never been any delays on her not having hot water tankless installation is been immediate the installation of the tankless and professionally all we need to do is submit the plans of the water heater and that's it we will be done.

  Customer Answer

  Date: 07/14/2023

   I am rejecting this response because:
  
  Attached is a form from the City of San Diego stating 3 things that needed to be completed before they can inspect @ approve the installation . 1) Plans 2) insulate hot water pipe 3)) install an expansion tank. A technician from plumbers inc. came out on June 20th and insulated hot water pipe and installed expansion tank, the only thing I didn’t get is the plans. I called Marco the same day & told him I still needed the plans before I can call the inspectors back out to have the installation approved. I paid plumbers inc for this installation plans are required for this installation and until the tankless water heater can be inspected and approved this is not a finished job. Marco has  admitted that he doesn’t know how to do the plans in his last text, therefore this matter needed to be escalated. How can the job be finished when they can’t supply the documentation that I need to be approved by the City ofSan Diego. Here is a copy o Marcos last text to me.”I really understand frustration trust me if I were to get this done I would have done it a long time ago I usually do this within minutes hours of the same day but unfortunately I do not know their system and it's been very complicated since I started this go ahead and write your reviews do whatever you need to do but you have hot water you're not suffering and I'm sorry it's been taking so long so I'll do my best this week to get it done.”

  That text was sent July 12th 2023 and my install began in Feb, 2023. Does that sound professional?

   

   

   

   

   

   

   

  Business Response

  Date: 07/17/2023

  All I can say is thank you for your patience I'm working with someone in the city to get these plans finalized and most of all finalize this job thank you

  Customer Answer

  Date: 07/18/2023

   I am rejecting this response because I had my tankless water heater installed in on February 7th 2023. When I asked if the permit was filed so that i could schedule an inspection Marco sent a text message on May 25th @ 10:53 am stating "Yes don't worry you'll have something by Monday Tuesday... I really apologize I had no clue this was happening when I submitted everything I didn't know it was a different system and I was waiting just as much as you guys were so now I have everything organized."On Thursday, June 1,2023 I called again about the permit for the inspection and Marco sent a copy of the permit (DATED JUNE 1st) as the issue date which is that date Marco applied for it. All of this time that he was blaming the San Dieg system of application , he had not even applied for the permit until the 1st of June,2023. It's been one lie after another. Now all I want is the plan for installation so that I can schedule my inspection. It seems that Marco is more putting more effort  into responding to the Better Business Burea than getting the drawing of the tankless water heater submitted. This has been going on from Feburary 7th,2023  until July18th,2023 (SO FAR). American Home shield referred Plumberinc. as a reputable company. For anyone using American Home Shield, Beware!
  

  Business Response

  Date: 07/20/2023

  We are working with the city of San Diego to finalize this project waiting for the response and then we'll go ahead and submit the plans if necessary for this tankless water heater I explained all the details with the homeowner and I asked her to be patient..

• Initial Complaint

  Date:06/20/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  After contacting our home warranty company we were sent Plumbers Inc. It took a week for them to schedule. On the day of the appointment the he was supposed to arrive between 12 and 2pm. It was now 4-6pm. At 830pm the plumber shows up tired and grumpy. I had 2 issues, 1 my tankless water heaters control board didn't work and 2, my kitchen sinks hot/cold water dispenser seized. He looked at the sink first and said I needed a new one. Using his phone light he looks at the exterior then asks where the control panel is located. Its in the garage. He can't get it on. I asked if he had a volt meter to check to see if the main unit was sending power to the control panel. Its now 930pm and he seems exhausted. The tech reported that the kitchen hot/cold can be replaced but the outside hot/water heater was damaged by a storm and that was not covered. I argued with them that the plumber didn't even trouble shoot it. They would send another Plumber for Free but if the results came back the same I would have to pay the Co-pay. The new company removed the cover, read the voltages and noticed an interior wire had been corroded and fixed it. The Control Panel came on and fixed. I still had to get the hot/cold dispenser installed. I called Plumbers Inc and told them that their guy screwed up the hot water heater diagnosis. They said they had to send the same guy to install the hot/cold. I wasn't there during the installation but what he installed was BEYOND cheap and not even close to the quality of the existing appliance. He actually installed something that you had to go under the sink and reach your arm to the back and manually switch a lever left or right to have the dispenser run hot or cold. The top part is a large plastic knob with a faucet that looks like it should be in a public schools bathroom. I called Plumbers to complain. I said this is supposed to be the same caliber as to my existing appliance. They said they were sorry and to call the warranty company to complain.

  Business Response

  Date: 06/22/2023

  When working with home warranties everything we do we have to disclose and get permission on all repairs and replacement parts sometimes things aren't covered sometimes they're not.. we promised you do our best next time to diagnose the job better and give you a five-star experience.

  Customer Answer

  Date: 06/26/2023

   I am rejecting this response because: They only addressed their failure to diagnose the water heater. There is still the outstanding issue of the hot/cold water dispenser. 

  Your company was paid $550 by the warranty company to replace this. You pocketed that money and installed a $69 plastic knock off that doesn't even function like the original. 

  Do the right thing for your customers. Review the 2 images sent and replace the garbage you installed with the correct make and model. That is the only resolution. 

  
  

• Initial Complaint

  Date:05/16/2023

  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.

  While the "work" was completed in August of 2020, we just had a major leak occur because instead of what we paid for, we actually found that the pipe was not replaced but rather just given multiple coats of plumber's glue to stop the leak. The pipe is now just an open hole straight from the tub to the garage and caused major dry wall damages underneath.

  Business Response

  Date: 05/18/2023

  This repair is almost approximately 3 years old that's way past our warranty this could happen to anybody and, also this is a different leak we did not do anything wrong.

• Initial Complaint

  Date:04/16/2023

  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.

  ******* ****** from Plumbers Inc came by to fix a drained clog in my bathroom on 4/14/23. I showed him the problem and he immediately asked where the cleanout pipe was located. ******* said all plumbing fixtures must have a "secondary" cleanout pipe. Without this, he couldn't run a snake or do anything for me. He said Plumbers Inc would have to come back and install a secondary cleanout before they could address the issue of the clogged tub. The entire time he was here, ******* had no tools in his hands. In my opinion he had no intention of even trying to fix the clogged drain, instead he wanted to upcharge me for the cleanout pipe. ********* visit was via First American Home Warranty coverage's home warranty, and I wonder if Plumbers Inc is used to avert fixing residential maintenance problems.

  Business Response

  Date: 04/18/2023

  All stoppages through American Home Shield authorization requires a accessible ground level clean out, homeowner did not have a clean out. We try to give him other Solutions to install a clean out so he can have access if another stoppage would occur he was not interested unfortunately America Home Shield does not cover stoppages or pretty much any home warranty without a ground level cleanout.

• Initial Complaint

  Date:02/16/2023

  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.

  Our ***** water heater began to malfunction and was providing error codes related to the gas control valve and chamber sensor. Our First American Home Warranty assigned Plumbers Inc as the contractor. After four days, they were able to send a tech out to diagnose the issue. At that time, the tech said the unit was covered under manufacturers warranty even after telling him that I was not the original owner. First line of the warranty which he looked at said the warranty was not transferable. A week following the diagnosis, I have followed up with both Plumbers Inc and First American to confirm with both parties that we are not covered by manufactuers warranty and that Plumbers Inc would need to order the replacement parts. I have been getting different answers from them as to whether they are ordering parts or will just replace the water heater with a new unit. At this same point in time, Plumbers Inc told me that the needed parts are not covered by First American and I would need to pay out of pocket. First American has stated the tech not not completed his report as to which repairs need to be completed and did not confirm with them coverage (I found out the parts are covered). First American also informed me they sent them a quote for $900 that I would need to cover for uncovered modifications. None of this information has been provided to me directly by Plumbers Inc. Plumbers Inc is clearly not providing the necessary report to move forward with the repairs though the home warranty and on the back end, is fabricating charges unbenounced to me to generate additional revenues. This process has been going on for almost 2 weeks now with no cooperation from Plumbers Inc and our family without a functioning water heater.

  Business Response

  Date: 02/17/2023

  We are sorry for your inconvenience most of the time having a home warranty goes really smooth things are covered no problem but there is some cases where things aren't covered and if they are under manufactured warranty Parts take a long time back order and we don't have any control of this but I sure to you the next time we'll give you a five-star experience and give you more up to date communication with our company

• Initial Complaint

  Date:02/01/2023

  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.

  Contractor for American Home Shield Despite being told they work weekends, took 3 days to call us and schedule to see our hot water heater We were told last night they would call in 24 hours They have not called, despite us leaving several voicemails

  Business Response

  Date: 02/02/2023

  We have already processed the water heater unfortunately we do not supply water heater American Home Shield supplies all water heaters and this water heater is a tankless water heater and sometimes it takes a little bit longer than a traditional tank we will fall through and get this installed immediately. Thank you for your patience and we apologize for not communicating with you..