Complaints

This profile includes complaints for Bonney Plumbing, Electrical, Heating & Air's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Bonney Plumbing, Electrical, Heating & Air

  11101 Trade Center Dr Rncho Cordova, CA 95670-6119

  
• 

  Bonney Plumbing, Electrical, Heating & Air

  1925 Francisco Blvd E Ste 3 San Rafael, CA 94901-5552

• 

  Bonney Plumbing, Electrical, Heating & Air

  28 Union Way Vacaville, CA 95687-4104

• 

  Bonney Plumbing, Electrical, Heating & Air

  3906 Kristi Ct Sacramento, CA 95827-9716

  
• 

  Bonney Plumbing, Electrical, Heating & Air

  3906 Kristi Ct Sacramento, CA 95827-9716

  

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:10/23/2024

  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.

  January 2024 Bonney came out to unclog a toilet. They found out a pipe had collapsed that went to my bathroom so they replaced it at a cost of $5,704, but the technician told me in order for it to work correctly they would have to replace ALLthe pipes under the house at a cost of $10,000. He said he would call a company to clean up all the water and waste from the pipes before they could do any work. That would be an additional $4,000 to that company. When the company came out to clean it up they went under my house and stated there was nothing to clean up. They lied about needing new pipes. I'm a 87 yr old widow and they took advantage of me. The technician sat across from me at my kitchen table and scammed me. I want them to take out $5,700 from the $12,000 I gave them and give me back $6,300 that was part of the charge for the pipes I didn't need. I consider this to be financial elder abuse.

  

  Business Response

  Date: 10/27/2024

  Hello ********,

  It sounds like you are discussing the request further with our Sewer Manager tomorrow 10/28 and will agree upon a proper solution then.

  Thank you,

  The Team at Bonney

• Initial Complaint

  Date:09/16/2024

  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 July 18, 2024 a Bonney Plumbing technician, **************, came out and informed me that my water heater was leaking and I needed a new water heater. I informed ***** that I could afford monthly payments of $100. On July 20, 2024 a new water heater was installed at my home by Bonney Plumbing. The technician ***** sent me a link to The Green Sky program and when I read through the conditions the payment was stated to be $298 per month. I called the technician and left a phone message, however, I never received a call back. Later, I contacted Bonney and spoke to someone who transferred me to Finance staff, ***. *** called me back eventually, and when I finally spoke with her, she stated that my technician needed to contact me to set up a different finance plan. The Technician did not call me so I called Bonney again. I was told that the technician was notified and that he would call me. This was one week ago, and I haven't heard from the technician or anyone from Bonney. During this past week, I received an invoice for the total amount of $6941 due to Bonney. This total does not take into account the $500 discount I'm supposed to receive due to a dented water heater that was given to me. I'm very frustrated with this and don't want this to affect my credit. I'm not sure what to do next as I've spoken with many Bonney staff as well as The Green Sky staff. Please help!

  

  Business Response

  Date: 09/17/2024

  Thank you for your email.  Our team has discussed the concerns with ******* and agreed to acceptable terms.

   

  Customer Answer

  Date: 09/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

  I already spoke with the Bonney plumbing supervisor and it was resolved on 9/16/24.

  
  

• Initial Complaint

  Date:08/20/2024

  Type:Billing 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.

  $808 to recharge a system that Bonney installed in 2018 is in my opinion "Price Gouging" during a very difficult time with the house being 86+ degrees F.The original Technician ***** did not crawl up into the attic to determine the coils were leaking and just recharged the system The system Bonney installed failed.The average cost of replacing refrigerant is between $300 - $500.The Upper Coils are faulty and leaking after a second opinion from another ************ and confirmed by a second Tech at Bonney.I had signed up for your maintenance agreement and had been paying for 1 year.I then found out that the system would not be covered under warranty so paying $15 a month was a waste of money.Please, kindly refund at least a 50% refund applied back to my credit card

  

  Business Response

  Date: 09/12/2024

  We addressed this with the customer.

  Customer Answer

  Date: 09/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

  Thank you BBB and Bonney Heating and Air for resolving this issue. 

  Sincerely,

  ***********************;

  
  

• Initial Complaint

  Date:04/29/2024

  Type:Billing 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.

  Bonney plumbing gave us a quote of 2 days work @ $4,682. They did the job in 4 hours (one day) and replaced a toilet ****** and jackhammered a one square foot section, replaced the toilet ****** and concrete. 4682 for four hours work is approximately 1200 dollars per hour plus toilet ******.Our insurance company will pay for the parts, concrete removal and re-pour. Bonney refuses to break down the invoice (# *********) so the insurance company can pay it.All we want is for Bonney plumbing to break down the costs of parts; concrete removal; concrete repair, labor so we are not stuck with a 5000 dollar bill for 4 hours of work.Additionally, the cost seems excessive.These are 80 year old people on social security.Sincerely,****************************************************

  

  Business Response

  Date: 04/30/2024

  Hello-

  Thank you for your message.  A detailed invoice with an explanation of work performed was sent today.

  If you have additional questions/concerns please contact us at ************ or *****************************.  

  We want to make sure you are satisfied with our services and this is properly taken care of.

  - The Bonney Team 

• Initial Complaint

  Date:12/21/2023

  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.

  On December 13th a technician from Bonney plumbing ************************** came to my home to preform a diagnostic on my heating system that showed no power. The technician spent about ***** minutes in my attic, came out with my heater motor stating the entire motor needed to be replaced and provided a hand written quote for almost $1800 (did not include line items of what I would be paying for, i.e. parts and labor) The quote and lack of explanation did not seem right to me, so I had to contact another company to preform an additional diagnosis. The results of the 2nd opinion showed that the diagnosis that ****** provided was not mechanically possible because the original technician stated the system over heated and that caused the motor to break, but since the unit did not have power, there was no way for him to determine that it was overheating. The 2nd opinion company found that a part broke off from the heater and that was what resulted in it no longer functioning. The 2nd opinion also quoted at less than half the cost of what Bonney told me it was going to cost to repair, which was only $800. After looking at Bonneys reviews by other customers, they are known to not only charge the diagnostic fee and not provide an accurate and adequate diagnostic, they are also known to overcharge customers for the work that needs to be done. I feel very taken advantage of, lied to, misled and used for unnecessary money. I would like to be refunded the $99 that they charged me for the inaccurate and inadequate diagnostic of my heating system.

  

  Business Response

  Date: 12/21/2023

  We would like to sincerely apologize for the frustration and inconvenience you experienced with our service on December 13th. We understand the importance of accurate diagnostics and transparent communication, and it is clear that we fell short of meeting your expectations in this instance. A refund of $99 has been processed.  Please allow us 5-7 business days to process.  If you have not received the refund after 7 business days, please call ************. 

  Customer Answer

  Date: 12/21/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  Date:03/21/2023

  Type:Sales and Advertising 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.

  Contracted with Bonney for plumbing work. After they gave me a price they had to come back out and changed the parameters. They told me they would be deducting money off of the bill. They said they would send a link to finance the bill. They did not. I called again in January and left a message. They didn't return my call. They are telling me know that I owe everything in full. I have been trying to contact them since March 7th and they do not call me back even though they say they will.

  

  Business Response

  Date: 03/24/2023

  Hello ******-

  After looking into your complaint and speaking with the team it appears this has been resolved and a solution has been decided on.

   

   

   

• Initial Complaint

  Date:02/08/2023

  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.

  So finally get contacted for inspection like 6 months later and ****** delivers inspection paperwork needed for inspector 4 hours after he leaves!Turns out ****** did not seal hole drilled for wire pipe with fireproof clocking. Inspector was able to complete online since did not have paperwork. He asked if I wanted ****** to refile or just reach out to them to swing by and fix their sloppy work. ****** agreed to come out and sets appointment for next Wed. Then I get a message from ****** stating that the inspection is showing completed online so they WILL NOT be coming out to repair and basically good luck!!This is some of the worst customer ********************** I have seen in a long time!I am speaking to Roseville Building Inspector tomorrow

  

  Business Response

  Date: 02/09/2023

  ***** has connected with our GM of Electrical to discuss a reasonable solution.  We will see ***** on Wednesday 2/15.

• Initial Complaint

  Date:09/14/2022

  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.

  Invoice# ********* -- ||07/01: Sale person did not mention anything about dust, fiber glass debris from vent after the new unit was installed and turn on for the first few days. Debris were all over room. It is a health hazard for a young child to inhale fiber glass. We have a 5 year old in the house and fiber glass debris were all over her room and on her bed. This is unacceptable and can be prevented. This could save us the hours of clean up time and prevent health issues down the line, if only we were told to prep for it. Sales person was pushy and told us in order to apply the coupon from their website we had to lock down the installation date on 07/05/22.||-- ||07/05: Copper piping were not covered and protected properly, per contract. ||-- ||07/05: No new padding for the new unit, per contract. It should be the first and for most important thing to do. It is to have a solid foundation but was neglected. ||-- ||08/03 - *******************: Tried a quick fix but resulting in breaking the copper connector and it caused all refrigerate to leak. Again, a proper fix was neglected. We were without ** for until the next day in temperatures over 100 degrees. ||-- ||08/04 - *******************: Came back the next day and did a repair. ||-- We trusted Bonney with their experts for the ** installation but were put in danger and was taken advantage of. With each appointment, we need to take time out of our schedule to stay home during the duration. It is a waste of time and money for this back and forth which can be prevented by not ******* through jobs. It, also puts extra stress on our metal plate roof which many were dented during the installation and repairs. --If our employees are treated well, then our customers will be treated well. -Quote from Bonney ---- In our case, we were not treated well. We are not happy with our service and are hesitant to have them for future services. --

  

  Business Response

  Date: 09/15/2022

  Hello Xi-

   

  Thank you for reaching out.  This is the first we are hearing of the issues beyond dust and the pad.  According to the contract there was no pad.  We are committed to providing excellent service to all customers.  Our supervisor will be in contact with you shortly to discuss additional concerns and potential solutions.

   

  Thank you again.

   

  Customer Answer

  Date: 09/16/2022

  I am rejecting this response because:

   

  Please revisit the invoice(or picture attachment) under "UNIT INCLUDES", I see " NEW CONDENSER PAD". The fiberglass dust and debris are everywhere and was very difficult to clean. Even if this is the first time that this problem is brought to your attention, it needs a solution so it won't happen again. Thank you! 

  
  

  

  Business Response

  Date: 09/23/2022

  Hello Xi-

   

  According to our records we have completed everything requested.  We left you a message to discuss any other concerns and have not heard back.  We have a Supervisor calling you today 9/23 to revisit what you are requesting.  

   

  Thank you.

  Customer Answer

  Date: 09/23/2022

  I am rejecting this response because:

   

  Per your last message (please see attached) on 9/16, I was told a supervisor will contact me shortly to resolve my concerns so I waited. Today (9/23), A manager called and we came to a solution. He said he will work out the numbers on his end and will call me back. I am waiting for his call back. 

  
  

  

  Business Response

  Date: 09/26/2022

  Hello Xi-

  You and our Supervisor spoke and agreed on a solution.  An adjustment was made and sent to you this morning.

   

  Customer Answer

  Date: 09/27/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  Date:08/29/2022

  Type:Billing 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.

  My 86 year old mother called Bonney Plumbing to her home in ******** because her water heater had stopped working. On July 11th 2022 Bonney came to her home and told her she needed a new water heater and that they had her size on the truck and could do it immediately and after a hour or so they had it installed and charged her $4,010.70. I recently visited my mother and she told me about the "sweet kid" from Bonney who installed the water heater, I then asked how much did they charge her and could I see the invoice? I have worked at ********** selling water heaters and no that $4,010.70 is twice what we charged them at **********, I've spoke to friends and family who recently got new water heaters and they are shocked at what Bonney charged my mother! I've did some research and found Bonney has done this before to the elderly. My mom's mind is not what it was 10 years ago and so as the oldest son I check on her spending and it looks like Bonney took advantage of her. Looking at what they charged her like $186 drain pan and a expansion tank she probably didn't need I am very upset.Invoice # ********* Invoice date 7/11/2022 Job Address/My Mothers home: *************************** ************************************************************************* She had Bonney remove some tree roots from plumbing under her home in May for $7,000, I have no idea if she was overcharged for that but I'd like to have that looked into also.

  

  Business Response

  Date: 08/30/2022

  Hello *******-

  Thank you for reaching out.  We have attempted multiple times to reach out to your mother to discuss this issue.  We obtained signatures and performed a customer care call where she agreed to the price and clearly stated that she did not want anyone else involved in the decision.  All of our projects are priced by the job not by the time spent on a job, they include quality materials, warranties and are performed by highly trained technicians.  What *** take our skilled technician an hour to install/repair, *** take someone doing a DIY project hours.  Please know in no way are we trying to take advantage of our customers and we are sorry you feel this way.  Our company understands the competitive marketplace and we will price match, like for like service with a quote provided by a similar type of company as ours.  We are happy to discuss further.  Please have your mother return our call and we will gladly review the scope of work performed.

  Thank you again. 

  Customer Answer

  Date: 09/05/2022

  I am rejecting this response because: You took advantage of a 86 year old woman and that it's obvious she had some thought problems, can't hear and never bought a water heater before, you could have charged her $20,000  and she would have signed. If you ****** Bonney you will find over the years that you have been in trouble doing this before:

  https://www.kcra.com/article/state-accuses-bonney-plumbing-of-misleading-overcharging-customers/6420465

  https://www.bizjournals.com/**********/news/2015/04/10/bonney-plumbing-settles-state-consumer-complaints.html

  I'd really like to know the model number for this $4,000 water heater? And a $186 drain pan? She didn't need a expansion tank either, 3/4 ball valves are now $300?  and I'm looking into the $227 permit you charged her. I do have ***** of ******** over my Mother so I'm including that paperwork also.

  ***************************

  ************

   

  
  

  

  Business Response

  Date: 09/07/2022

  Hello *******-

   

  We apologize you are dissatisfied with our response.  Your mother, the customer, has specifically requested to only speak with her.  Even with this request we have attempted to contact you multiple times with no response as well.  Please feel free to call us at ************ and ask to speak with a Plumbing Manager as they all have been briefed on your situation.  In regards to the news stories you are referring to, those were 7 years ago and the company has had a complete overhaul with new procedures put into place to overcome any past concerns - this includes a ************* line.  We are dedicated to ensuring we are the best home service company in the region and that our customers are satisfied with every service we offer.  

  We look forward to speaking with you soon.

   

   

  Customer Answer

  Date: 09/09/2022

  I am rejecting this response because: My mother said nobody has called her and YOU DID NOT call me. Also my mother said she did not tell you to speak only to her and nobody else. I am her ***** of ********* I'm trying to get my mom and I together on the phone to speak with you but unfortunately she just rushed to her doctor because her blood pressure was too high... probably in part because of her problems with you guys amongst other things happening.
   We will call the number you gave us on Monday.

  ***************************

  
  

• Initial Complaint

  Date:08/22/2022

  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.

  We paid them $24,352 to install new pipes in a commercial bathroom. *** and behold when the city inspector came out to inspect their work it did not pass inspection and the inspector told us the work they did is terrible and must be fixed before we can pass inspection. When we call them to get them to fix their work per city plumbing inspector they are crickets and the general manager delay and delays calling us back. We told them about this issue on Thursday and have called in multiple times over the past few days only to be told the manager will call you back but never does. Still haven't heard from the ** as of yet. We just had a 3rd party company come out to quote what it would take to fix these guy's work and they confirmed it's also a mess. I either want a refund in the amount the competitor company quotes us to fix their mess ($12500) or them to complete these repairs ASAP.

  

  Business Response

  Date: 08/22/2022

  Hello *****-
  
  Thank you for bringing your concerns to our attention. This job was sold right before our acquisition of **** Plumbing and we were of the understanding that everything was complete and satisfactory.  It was not until receiving your phone calls, followed by your numerous reviews on Friday the we were made aware of your concerns and the person who handled your job is no longer with our company.  Our goal is to always ensure we do a great job for our customers, and we want to make this situation right.  A plumbing supervisor is meeting with you this morning to discuss options for moving forward.  Thank you and we look forward to working with you on this situation.
  

  Customer Answer

  Date: 08/25/2022

   
  Better Business Bureau:
  They responded to me on Monday, and started the repair work today (8/25).  I will review all my reviews once we pass inspection but will close this BBB claim now and they are in good communication with me now and are working to fix the issue.

  thank you,

  -****