Complaints

This profile includes complaints for Plumbline Services's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Plumbline Services

  7000 S Potomac St Centennial, CO 80112

  
• 

  Plumbline Services

  395 W 67th St Loveland, CO 80538

  
• 

  Plumbline Services

  5980 W 59th Ave Arvada, CO 80003-5669

  
• 

  Plumbline Services

  395 W 67th St Loveland, CO 80538

  

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:01/27/2025

  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.

  Services were rendered at the address listed on the complaint less than 90 days ago for a water line that was broken that was connected to the refrigerator. Plumbline was gracious enough to come out quickly to fix the problem (we were very grateful that they came out so quick). Thinking the problem was fixed we paid the company for the repairs. Come to find out less than 90 days later that the supplies used to fix the leak were of sub-par material. They used PVC Plastic on a high pressure water line and behold it started leaking again causing another leak and damage to the ceiling to the basement. I had to call another plumber out to fix the problem. I have tried to call multiple times to resolve this problem with Plumbline and each time I get the same thing. "A manager is reviewing the complaint and will get back to you". I tried hard to resolve this matter without having to go to this extreme, but when no one returns your call or tries to resolve the matter I have no other choice. My daughter ******** ****** has been the one reaching out to the company as I, ***** ****** have had surgery and am not in the right mind set to deal with this problem. If you need to contact my daughter please do so at ************. Thank you and I hope you can help with this matter.

  

  Business Response

  Date: 02/21/2025

  We will immediately cut and mail a check, refunding the charges for the replacement supply line. Please understand that the cause of the initial leak was not the supply line but rather a failed saddle-valve supplying the line. Although the use of poly lines is appropriate for the supply of water to the refrigerator, per your account the line was replaced by an alternate contractor and we have happily refunded the related charges. 

   

  Customer Answer

  Date: 02/22/2025

   
  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.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:11/18/2024

  Type:Sales and Advertising 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.

  I scheduled an appointment for a tune up nearly a month in advance. The day of my tune up they said they had to reschedule as there were people who needed their units serviced instead. The next opening for rescheduling was three weeks later. I scheduled for 8 a.m.-1 p.m. No one called, texted, or arrived. I called them at 1:43 p.m. and they said, "Oh, sorry, he's finishing up his last call and will be texting you." By 2:11 p.m. I still had not received a text. I called back. "Oh, sorry, I see he's on lunch." They have cancelled on us no fewer than 5 times over the years. The woman, Ebony or Evony, was rude when I called about my appointment. The guy was clueless. If you make people set a five-hour window, ARRIVE within that window! I spent 14K on a new furnace and AC through them and expect to get service. They say they pride themselves on excellence in customer service. They need to research what excellence means. Also, never tell someone, "I am sorry you feel that way" followed by an excuse. Own that you have terrible customer service and then complete things for free.

  

  Business Response

  Date: 12/02/2024

  Thank you for taking the time to speak with us so that we can address your concerns. We sincerely apologize for the scheduling issues as well as the customer service that you received. We have taken steps to address both issues in an effort to prevent any future occurrences of either. We appreciate your willingness to work with us and will go our best to live up to your trust going forward. 

  Customer Answer

  Date: 12/02/2024

  I received a call from *******, the *** on 11/29/24. This has been resolved.
  
  Thank you,
  ******* *******-*******
  ************
  

  
  

• Initial Complaint

  Date:08/27/2024

  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.

  I scheduled a HVAC tune-up in early July for August 20th. On August 20th, I received a call requesting to reschedule due to lack of available technicians. I rescheduled for the following Tuesday, August 27th. Today, August 27th, I received a phone call confirming my address. The customer service rep ******* asked if I had a unit above or below me, since I live in a condo. I confirmed a unit below, to which ******* explained is considered a commercial address by Plumbline, and thus wouldn't complete the tune up. No where on the website or during the process of scheduling an appointment was I informed of this policy. I cleared my schedule twice for this process, only to have it fully cancelled by the company, even though the residence is not commercial.

  

  Business Response

  Date: 09/23/2024

  We're sorry that you experienced this and for any inconvenience that it caused you. Unfortunately, it is our policy not to service multi-unit dwellings because of their tendency to have utilities in common, like water supply, waste and electrical in addition to exclusive-use items generally requiring special access, or conveying through other units, or being the responsibility of the property rather than of the individual owners. We will modify our T&C documents to reflect this limitation and are sorry for the frustration that it caused you. 

  Customer Answer

  Date: 09/23/2024

   
  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.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:07/13/2024

  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.

  Installers took much longer than expected at 12 hours versus 8 hours. We have been very happy with our new furnace and AC unit. Unfortunately today, this unit failed the inspection for safety reasons (Improper combustion venting). We had previously provided a 5 star review, but this changes that. The inspector said this shouldn't have been missed, it is a routine install component. Hopefully, the correction from Plumbline will be done right this time and we can pass our inspection.Update: Plumbline had to cut two large louvred vents into our finished basement wall. This should have been communicated prior to the install. It seems they were either unaware of this building code or tried to see if it would pass inspection without this. Disappointing chain of events here. Review is now down to one star. Wrecked my wall Updates: It passed inspection, inspector said the vents cut in were much larger than required. ****** called to inquire and said hed work with us on a solution for the wall damage and 18x18 holes they cut for these vents. But weve not heard back.Updates: Plumbline rebates are not real. Its a credit card that can only be spent at **********. Frauds at Plumbline. Wed give them zero stars if possible. Going to file now with the BBB.

  

  Business Response

  Date: 07/24/2024

  Thank you for taking the time to speak with us to address your concerns. We appreciate your willingness to work with us and are thrilled to have come to a satisfactory resolution. We understand the trust that you placed in our with such a large project and never want to take that trust lightly. Should you need anything going forward, please don't hesitate to ask. 

  - *******************, Director of HVAC Projects.

• Initial Complaint

  Date:07/03/2024

  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.

  I'm frustrated with Plumblines customer service in regards to our HVAC unit. We purchased the unit in 2017. It has a 10 Year warranty on parts and labor. In 2022 we called Plumbline to help with the unit freezing up and not cooling our house. They were unable to find the issue. I used another company to service the unit. In 2024 another company was called to diagnose the problem which was a faulty **** I spoke with multiple HVAC companies and all have confirmed that a faulty TXV is uncommon and not related to not servicing the unit. I would like Plumbline to correct the issue with the ****

  

  Business Response

  Date: 07/09/2024

  We have spoken at length with the client but were unable to concede to her request for free repairs. Although she does have a 10yr parts warranty on all registered equipment through the manufacturer, there is no labor warranty in place. She is able to access the manufacturer's warranty for parts coverage through any manufacturer-authorized service provider, which likely includes the company that she hired to diagnose the issue. We did provide her with a verbal quote for labor to replace the **** though we would want to complete a diagnostic to verify the findings before proceeding with any repairs. The client declined to proceed with any chargeable services. 

• Initial Complaint

  Date:06/25/2024

  Type:Product 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.

  Plumbline services installed a static dust filtration system in December for $960.00 and was told by the technician if I didn't like the system, they would remove it and give me a refund. On 5-17-24 I changed the filter for the first time, and it started sending a spark every 30 seconds through the vents. I called plumbline on this day, and they came to look/fix the problem on 5-28-24. approximately 5 minutes after the technician left it started sparking again. I immediately called them back and told them to remove the system. I wanted a refund. on 6-18-24 they removed the system and I called and left two messages with ***************** HVAC manager about my refund with no response. On 6-21-24 I called and left a message with his supervisor *********************** also no response. Plumbline removed the system and is refusing to give me a refund this is THEFT and FRAUD. what kind of company doesn't even have the common curtsey to call you back?

  

  Business Response

  Date: 06/26/2024

  At the time of the installation, the client was provided with a 6 month satisfaction guarantee and we did return and remove the filtration system at her request. We did also process a refund to her credit card on 06/24/24, less the charges for cleaning services performed in December. 

  Customer Answer

  Date: 06/26/2024

   
  Complaint: 21898959
  
  I am rejecting this response because: Once again if you would have returned my calls, I would have been able to explain the whole story but because you didn't, I will spell it out for you on this web site. I was 12 Days past my 6-month warranty. On 5-17-24 when I called your office and told them I had a problem with the system, and I needed it fixed or removed. ******* had to call and push my appointments back and reschedule due to your staff shortage. On 5-28-24 when the technician did arrive and supposedly fixed the problem it started back up 5 minutes after he left. So, I immediately called your office to remove the system. The only reason I was ********************************************************************************************************** that he set the change filter reminder on my thermostat for four months and it never reminded me to change it. so, 6 months and 12 days later when I changed the filter that's when the static noise problem occured (the technician who removed the system said the reminder to change the filter doesn't work). I had every intention on keeping the system until then. The original technician also stated that the cleaning of the system (because he had to take it apart anyway) made it sound like it was all part of the installation. I would not have spent $500.00 to clean the wheel of my 5-year-old new system which I paid you guys $13,000 to install. I did notice you just refunded me $445 which is a far cry from $960.I can't believe after all the business I have given your company you would treat your customer like this. If I don't get the full refund and this doesn't get resolved through the BBB I will take this further TRUST ME. 

  Sincerely,
  
  *******************

  

  Business Response

  Date: 07/10/2024

  In order to satisfy this complaint we will refund the remainder of the money paid, retaining nothing for the work done to clean the unit's evaporative coil and blower assembly. 

  Customer Answer

  Date: 07/10/2024

   
  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:06/20/2024

  Type:Order 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.

  Plumbline service was contracted on behalf of ********** to perform HVAC work. Three no-call, no-show appointments later, I received 6 unsolicited voicemails in a row from the firm on the morning of 20Jun2024. This was the date of the last scheduled appointment, which was to occur between the hours of 0700-1000 after two previous no-call/no-shows that led to escalation within the logistics group at Plumbline.I left a message at 0700 on 20Jun2024 with Plumbline that their technician has neither contacted me, nor arrived as agreed and that they were to not contact me at my cell (which was repeated for their benefit in my message) for perpetuity. I clearly stated my intention to pursue with other firms. They continued to leave messages on my phone (multiple different people) during work hours and disrupted my day with the harassment.I called Plumbline at 1810 on 20Jun2024 to ensure that my information was not to be sold and to request that it be removed from their systems with no further contact. The technician refused to acknowledge this or send me a confirmation of receipt of request, choosing to instead try to escalate to a manger who would call me later. I made it clear that I would be reporting this to the BBB and that I will not accept any further calls. Any further calls or abuse of my information will result in action against Plumbline for harrassment, wasting my time, and wasting my resources.I submitted an online request to Plumbline on 20Jun2024 at 1820 for deletion of all personal information from their systems with a confirmation sent via physical mail (I will pay postage, if required).Extremely unprofessional and I do not trust my data with this firm based on their shoddy logistics, failure to follow through with agreed upon scheduling, undue harassment behavior, and refusal to remove my personal information from their system (including never contacting me again).

  

  Business Response

  Date: 07/01/2024

  We have permanently removed all personal information from our systems and will mail a written confirmation, as requested. 

• Initial Complaint

  Date:06/12/2024

  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.

  I am writing to formally lodge a complaint regarding the extremely poor service and lack of professionalism exhibited by Plumbline in handling the air conditioning unit my family purchased from them in August of last year. We have experienced significant issues with both the equipment and the customer service provided by their team.This year, when our AC unit stopped producing cold air, we requested a technician to come out and repair it. Instead of addressing the issue, the technician attempted to upsell us on IR scrubbers and other unnecessary equipment. Consequently, the original problem was not fixed.A month later, the unit completely stopped working. With temperatures reaching 85 degrees inside our home, my wife, three children, two dogs, and I were left in a very uncomfortable and potentially dangerous situation. Despite being VIP Customers, our requests for an emergency repair were not taken seriously. When a plumber from Plumbline came to fix a sink, he noticed how hot it was inside and reached out to his company on our behalf, emphasizing the urgent need to fix our AC. However, our situation did not improve.Plumbline scheduled an appointment to repair the unit but then cancelled it after I had rushed home from work. They rescheduled, and I missed another day of work to be available for the repair, but the technician never showed up. Despite numerous calls, hours spent on hold, voicemails left, and even being hung up on, we still have no resolution. Our AC remains broken, and our home remains unbearably hot.This experience has been frustrating and unacceptable. The poor business ethics, awful customer service, and blatant disregard for their customers' wellbeing displayed by ********************** are inexcusable. This complaint is the first step in my process of escalation to ensure that this matter is resolved promptly and to prevent other customers from experiencing similar issues.Thank you for your attention to this matter.

  

  Business Response

  Date: 06/25/2024

  We're sorry that you were displeased with our service and trust that the repairs made 06/12/2024 did restore proper function. Please understand that the original visit back in April, and subsequent recommendations, still remain relevant to your cooling effectiveness. The use of highly restrictive filters inhibits airflow, which is necessary for proper cooling function. If you require higher levels of filtration, there are appropriate options that allow high levels of filtration without inhibiting airflow. One such option is what ******* provided on that visit, though he did respect your decision not to proceed with the recommendation. We do also apologize for the timeliness of your repairs. Although they were scheduled quickly, our inability to reach you before dispatching the technician did impact the scheduling. We appreciate your understanding and will certainly look to exceed your expectations should you experience any additional issues going forward. 

   

• Initial Complaint

  Date:04/18/2024

  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.

  I used an offer Plumbline was offering for a furnace tune-up. The tech came to provide a tune-up, and claimed that the furnace was ok, and the flame sensor was clean. The furnace blower area was dirty, and no attempt to clean it was made.This is strictly a sales tactic to get the tech in your door and Below is a description of the offer:"This comprehensive evaluation is designed to keep your system running at maximum efficiency and to ensure safe and reliable operation. No Breakdown Guarantee: If we provide a clean bill of health and you have an issue during that season we will apply 100% of the cost of the tune-up towards any repairs."

  

  Business Response

  Date: 04/29/2024

  Thank you for taking the time to discuss your concerns with us so that we could address them to your satisfaction. It all comes down to communication and we failed you in that regard. Your feedback has allowed us to refine some of our internal processes to ensure a higher quality of service going forward and we appreciate your working with us to accomplish that. 

  Customer Answer

  Date: 04/29/2024

   
  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.
  
  Sincerely,
  
  German *******

• Initial Complaint

  Date:03/14/2024

  Type:Sales and Advertising 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 hot water heater blow. When the hot water heater blew it caused a gas leak in my home. I called a relative of mine, and I was referred to plumbline through my relative. Once I contacted ********, I was told that they could come out in about a week unless I wanted to join their *** list which cost $100 a year or eight dollars and some change a month. And if I joined this list, they could come out in the morning, which, in my opinion, is shady business practice. Out of desperation, I agreed to join the *** list. at that time they charged my card $8.24. In the meantime, my relative freaked out because I had a gas leak and sent her brother over who graciously replaced my hot water heater in a matter of an hour or two. I called plumbline back to tell them that I didn't need their service in the morning and I would appreciate if they didn't charge me anymore considering I didn't get any service from them. I was told that my subscription was canceled and so was my appointment. But the next month they charged me $8.24 again. So I called them again.This time I was told that when the manager was in the office, she would cancel all of the charges and I would be refunded for what I had already paid. That never happened. I had a bad feeling that they were going to continue to charge my card until I paid up my hundred dollars for service that I've never received, so I put a block on my debit card. And low and behold they tried to charge my card again, but it got declined because I had it blocked. The next day they sent me a text message asking me to contact them. I'm assuming they wanted their $8.24. So I did call them and I explained to ******* everything that I just explained to you in this review and she was kind enough to hang up on me. I'm assuming I'm gonna have to keep my debit card blocked for the next year to get through this without paying for services I've never received.

  

  Business Response

  Date: 03/14/2024

  We are terribly sorry for your experience and are sorry for the frustration that it has caused. It is inexcusable that the cancellation of your membership was not processed immediately upon request, nor on the second attempt, and we will use this as an opportunity to reset expectations with our call center team in order to prevent this sort of issue going forward. We have happily processed a refund to your credit card, as requested.

  Customer Answer

  Date: 03/15/2024

   
  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.
  
  Sincerely,
  
  *************************