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:01/21/2025

  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.

  [[H363137**3238313831H transcription via email, see attachments for complete complaint details]]On Nov. 21, 2024 **** of Affordable H3237313834363035**35H came to my house to do a water test as a result of a letter I received from the City of *******. It was possible that my water contained lead because of the outside pipes leading up to my home. I called several times with no response, texted **** who was of no help. I wanted to know the status of my water condition by Christmas. I decided to call another plumber who came on Dec. 16th, 2024. Four days later, I received phone call from them letting me know the testing was negative and they emailed a comprehensive report which was signed by the lab of ******************* and the plumbing company. I prepaid $400 to Affordable H3237313834363035**35H - for nothing paid to Affordable H3237313834363035**35H was per their request, in good faith assuming the work discussed was going to be performed and I&#**;ve received "nothing" from them since Nov. 21, 2024. **** ****** wrote that he would send a refund but in order to do that I had to sign a Release of Satisfaction. After reading it, I felt uncomfortable in signing this document, which is enclosed, as it looks to have been crafted by the company rather than an attorney and to me it was insulting. Heart Heating had this totally wrapped up in 4 days after coming to my home and I&#**;ve been working with Affordable H3237313834363035**35H since Nov. 21st receiving nothing for my prepayment or efforts to move the work forward. Since receiving the release, I have lost total respect for this company in a professional way and only want to be refunded the $400 which they have no right keeping as they have don&#**;t - nothing. If I do not get a positive resolution of this matter, refunded $400, then I will contact my attorney.

  Business Response

  Date: 01/21/2025

  Hi ***** - After I stopped by your home to meet with you, and then we spoke by phone, I emailed you the release of satisfaction document (1/7/2025) that I need signed in order to process the refund.  I haven't heard back from you or received that form.  The credit memo has been and is on my desk ready to be processed once I recieve that document.  I will also need you to remove this BBB post or any other social media posts as part of the release agreement.  You can call me at ************ if you have any questions.  I've also attached the document to this complaint that you have filed.  I hope we can resolve this soon as negative reviews impact my technicians and their families.

  ****

  Customer Answer

  Date: 01/24/2025

   
  Complaint: 22837651
  
  I am rejecting this response because: I will contact my attorney.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:10/31/2023

  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.

  We called for a plumber from Affordable Plumbing to come and solve the problem of hot water just dripping from the kitchen faucet instead of the usual flow. The plumber came but did not solve the problem. Instead he said that we need to change the kitchen faucet (costing $250) and then he would return to install it (another $200). He confessed that he does not know how to flush the tubes connecting from the valve to the faucet. He prided himself as having 30+ years of plumbing experience, but he does not know how to flush the tubes for possible blockage that is preventing the hot water flow. After much research, I flushed the tubes myself, and the hot water is now flowing properly. The incompetence of the company's plumber is mind-boggling and his recommendations are ways to steal my wallet. I paid $339.00 for his service, and I am seeking for a refund.

  Business Response

  Date: 03/25/2024

  Good afternoon,

  I spoke with **** from your office a couple of weeks ago to let him know that I am the new General Manager for Affordable Plumbing, Heat & Electrcial.  *************** to this customer concern from October 2023.  I reviewed the history thoroughly with my plumbing manager and technician.  For the $339 charge (See attached invoice) *********** replaced his dual stops under the sink, which needed to be done in order to proceed with any further work.  The plumber gave ******* the option to replace his faucet.  I can see why ********** is upset given he was able to resovle the issue without a faucet replacement, something I reviewed with my technician.  However, the work we performed was necessary and the charge is our flat rate charge for that service.  That work was approved, signed for and paid.  I am not in a postion to offer a refund.

  Thank you,

  *********************
  General Manager

  Customer Answer

  Date: 03/25/2024

   
  Complaint: 20806126
  
  I am rejecting this response.  No reply is necessary from you.  Will no longer do any business with you.  
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:09/08/2023

  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.

  ************************************************************************* represents Quail ****************************** ********************** The Association has requested that we contact you regarding various issues concerning work performed at the Association by Affordable Plumbing, Heat & Electrical (Affordable Plumbing).As you are aware, the Association engaged Affordable Plumbing to install new sump pumps and A-PAC alarms in Buildings 2, 9, 12, and 13. When the Association became aware that no alarms had been installed, the *********************** inquired as to when the work was supposedly completed. Affordable Plumbing responded that no work has been completed before changing its story and stating that the subject work was completed on April 3 rd , 2023.On May 16, 2023, representatives of Affordable Plumbing visited the Association to discuss this dispute and, prior to meeting the Associations representatives, representatives of Affordable Plumbing improperly and impermissibly entered the Associations boiler room without authorization. Following such improper access, the representatives of Affordable Plumbing stated that the sump pumps purportedly installed were suddenly missing.The Association retained ***** Plumbing & ************ to investigate the matter and perform repairs resulting from flooding due to the lack of alarms, who stated that the sump pumps currently in place appear to be the same sump pumps that Affordable Plumbing originally bid to replace.Due to Affordable Plumbings breach of contract and negligence, the Association has incurred damages, legal fees, and repair costs totaling $6,528.15. The Association hereby demands immediate payment of the above amounts. Should Affordable Plumbing fail to remit such monies, the Association reserves all rights to make it whole including, but not limited to, filing a lawsuit against Affordable Plumbing for breach of contract, negligence, and unjust enrichment.We experienced damages equaling an additional $14,000

  Business Response

  Date: 05/01/2024

  ******************************** & ****, LLC - As of March 1st 2024 I assumed the role of General Manager for Affordable Plumbing, Heat & Electrical.  My Office Manager has some information on this concern from the Fall of 2023.  I'll reach out to you to discuss further as your concerns are important to me.  *********************

• Initial Complaint

  Date:02/27/2023

  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.

  Hired affordable services to do some electrical and plumbing work back in May of 2022. The electrical work was originally quoted at ~**** and I can't remember the cost of the plumbing work. Once the electricians got to my house to do the electrical work, originally upgrading my line to a 200amp from 100 as I needed to add a radon system and planned to add an AC unit, they told me there would be a lot more work to be done, excavation and replacement of all wires and my breaker box, and it would be an additional ~***** after I had already signed the financing for the ~****. They then told me, instead, all they can do for the electrical is move everything I had from my small junction box to my main breaker box, and ensure it is all wired correctly. I agreed.Fast forward to now, after multiple calls to them that weren't returned, speaking to multiple managers, empty promises, employees just showing up to my house unannounced for "appointments" that were scheduled without my confirmation, and multiple failures of inspection by the regional building department. Now I am getting letters in the mail saying they have tried to reach me by phone to get inspections scheduled and finished, yet I don't have any missed phone calls or voicemails (minus one that I got well over a month ago). Affordable gave me a partial refund of the price of the electrical work because they damaged my drywall beyond repair, but that is minimal compared to the amount of hassle and work that we've had to do in dealing with their techs showing up unannounced, calling them constantly to get them to come out and do the work, and the days that we've had to take off our work for their scheduled work, late technicians, and inspectors to come out and fail their work over and over again.We've also been told by another plumbing company we switched to that a filter they installed with the support UNDER the part you are supposed to s**** off the replace the filter, was installed incorrectly.

  Business Response

  Date: 05/13/2024

  **** - I am the new General Manager of Affordable Plumbing, Heat & Electrical as of March 2024.  I reviewed your concerns and would be glad to revisit them with you in person at the location where work was performed.  I'm unable to connect with you but would love the opportunity to assess the concerns.  Please call our call center at ************ and provide our customer service team with your name and best phone number, asking them to pass it along to me.  Thank you!  **** W - GM

  Customer Answer

  Date: 05/14/2024

   
  Complaint: 19456827
  
  I am rejecting this response because: there has been no response.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 05/17/2024

  I would like an opportunity to come see our work and verify anything we can do in regard to your concerns.  I am the new GM as of March 2023 and will do everything I can to rectify any concerns you have due to any error on our part.  I know this was from over a year ago but would be willing to do so.  Thank you.

• Initial Complaint

  Date:01/04/2023

  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.

  We initiated contact with Affordable Plumbing, Heating and Electrical (APHE) via Thumbtack on October 27th, 2022 to request a quote to have our furnace and thermostat replaced. Their sales person, *************************, came out to our residence on November 1st. He spend a couple minutes at most looking at our furnace, but never looked at the thermostat or electrical panel. ******************** again came to our residence on November 18. He convinced us to spring for the variable speed furnace over the single stage furnace for three main reasons:1. Promised a $300 rebate ($250 for the furnace and $50 for the smart thermostat)2. Promised us a smart thermostat - according to APHE, this is a $400 value 3. Promised we would be able to run our fan without having the heating element on the furnace running All of these claims ended up being false. **** refused to install a smart thermostat, and we did not end up qualifying for any rebates that were promised. The way it was initially installed, we were also not able to run the fan separate from the heating element. ******************** used deceptive business practices to close the sale, which resulted in us not getting what we paid for and also resulted in us spending $1,000 more to upgrade the furnace. APHE did reimburse us for some (not all) of the totall $300 rebate. They also ended up running an additional wire to the thermostat, which allowed us to run the fan separately. However, we do not consider this issue to be resolved, because we still did not get everything we paid for, and we believe we were scammed into working with APHE due to the deceptive sales practices used by their sales person.We would like a refund for the following:- $400 smart thermostat - $50 rebate for smart thermostat - $1,000 for the upgrade of the variable speed furnace vs. the single stage that we would have purchased had ******************** not used deceptive sales tactics

  Business Response

  Date: 02/06/2023

  *******************,

   

  I had a few discussions with your husband in regards to your experience a few weeks back. We all agreed that this was resolved and we would move on. After reviewing the account and contract i notice we already provided you with a $829 discount off of the furnace we installed witch is close to 20% of the value. My salesperson also felt bad about his error about the rebate and paid you $250 out of his own pocket to make up the difference. In no way did we force you to make a decision on any particular piece of equipment. I have had a serious counseling session with the sales rep and corrective action has been made for his out of place communication with you and your husband about the matter. I apologize for a less than favorable experience but we believe we have fulfilled the contract and will not be able to provide any further discounts. We will honor our warranty and will be here if you should ever need us in the future. Thank you for your business.

  Customer Answer

  Date: 02/07/2023

   
  Complaint: 18679237
  
  I am rejecting this response because:
  
  The fact that your sales rep still has a job after threatening and harassing your customers is insane and speaks leagues of the integrity of your company. Not to mention the fact that our permit wasnt pulled until a month after the work is done, which is a **** violation. Even after the permit was pulled, we had to practically harass your company to schedule the inspection. Quite frankly, I dont think the discount youre referring to is nearly enough to compensate the lies, mistreatment, harassment and threats made from your company. 

  Business Response

  Date: 02/14/2023

  *******************,

   

  To be clear we did take immediate corrective action with the employee you were in contact with including suspension for his actions. In his defense he was not intending to threaten you in anyway but should not have acted independently from the company by sending you money as an apology for being mistaken about the rebates he mentioned during your interaction. If you review your contract you will notice no mention of any of these alleged promises. We have completed all aspects of the signed contract and unfortunately will not be able to refund any additional money for the work completed. We will however honor all of our warranties and will be available if you should ever have any problems with your equipment. 

   

   

  Customer Answer

  Date: 02/15/2023

   
  Complaint: 18679237
  
  I am rejecting this response because:

  Again, the fact that this employee still has a job with your company after threatening a customer over a ****** review speaks leagues of the integrity of your company. Your employees speak for your company. By allowing that employee to keep his job, you are allowing threats made on behalf of your company. I dont buy the excuse that he never meant to threaten us. How were we supposed to take it when an employee of your company sends us a ***** request DEMANDING MONEY, calling us terrible people, and saying we will be hearing from him soon? That is a THREAT, and the fact that youre trying to justify that is ridiculous. He 100% knew what he was doing, and your company is OK with it. Its disgusting. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:12/15/2022

  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 had service at my house on my heating system. I was quoted $85.00 plus any parts needed. The hvac tech looked at the heater and only replaced the filter which is the same service I have had with this company before and is reflected on my invoice. The hvac tech charged me $250.00 for changing the filter and doing no other service per the invoice. I paid but have tried to get someone at the company to call me back due to being overcharged for the last 9 days. I have left multiple messages but the **** manager will not return my calls. All I want is to discuss and pay a fair price since this company has never charged me this amount and the filter themselves are not expensive.

  Business Response

  Date: 12/15/2022

  ****************,

   

  I am sorry to hear of your experience and have discussed your concerns with the **** manager. He did advise me he had spoken you you on 12/14 (yesterday) to resolve this issue. We agree that the service may have been excessively charged and possibly unnecessary. During the phone interaction ******* agreed to refund the additional charges to you and plan to do so. At this point we have a returned check for the original balance so we need to wait for that to be cleared before we can adjust the invoice to produce a proper refund. My **** manager also did attempt to reach out to you this morning with no answer. Please feel free to contact myself or ******* if you have any further questions/concerns. 

   

  Thanks,

   

  ************************* -GM ************

• Initial Complaint

  Date:11/28/2022

  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 11/18/2020, I had a new furnace installed by Affordable. I paid $3,835.65 but the guys phone wasnt working so he came back later at night to have me sign his phone. When I got the invoice it had a ****** preferred furnace listed and I have a Rheem. I called and asked about it and they told me the Rheem wouldve cost more. Obviously I have no way of knowing if that is true or not. On 1/20/21, my furnace was short cycling and then locking out and not turning on, so a tech came out and cleaned the flame sensors. (Two months after install flame sensors were dirty?) They came again on 3/27/21 after the same thing happened again. It worked for a while until 2/9/22. Came out again, told me it stopped working because it needed to be cleaned and charged me $125. Came out 4/13/22 because not working again. Again on 4/18/22. Tech wrote in notes if this doesnt work we will begin entire replacement process with *****. Didnt use furnace all summer. About 3 weeks after using it breaks again. They come out 11/12/22 and tell me flame sensors are dirty. I say I havent even been using it. This keeps happening. He said its because the city gas is dirty and my regulator (even tho is working, is old) tells me to call CSU. Wrote in invoice that theres an excessive amount of gas pressure drop when he told me verbally it was working. CSU sent someone out. Regulator is good nothing wrong, they dont have dirty gas. Noticed all the sawdust on top and inside furnace from install that was never cleaned. I called Affordable and told them I want a new furnace under warranty. Said I only have warranty for parts. Told them I want labor warranty extended because in two years theyve never fixed the issue. Said shed put in a note and call back, never did. I called and spoke with a manager and told him I wanted labor warranty extended until this is fixed. Said hed send someone out to check it and not charge me. Never called back never sent tech. Furnace not working again.

  Business Response

  Date: 12/15/2022

  ****************,

  I am sorry to hear of all the trouble you have been through with your furnace installation. I have discussed your situation with HVAC management and researched the account to notice we have made many attempts and service visits to rectify the problems. I would like to point out that  we have been responsive for all of your requests and have displayed urgency to take care of any and all problems associated with our work. We will continue to stand behind our install even when there can be complications beyond our initial assessment and control. We are happy to extend your warranty including labor for another 2 years beyond this most recent visit (12/13). At this last service visit, we had to make some final adjustments to the burner assembly that *** have settled since the install. This is not typical but we will continue to stand behind our work for the life of the equipment. Unfortunately we cannot justify replacing your unit but  we will always be there to honor our warranty or for any future service requests.

   

  Please feel free to contact me with any questions or concerns moving forward.

   

  Thanks and have a great holiday season!

   

  *************************-GM 

  ************ office

• Initial Complaint

  Date:08/17/2022

  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.

  Affordable Plumbing came to my house on July 30 to clean a main sewer pipe. The cost would be $320.00. In the process, their tool came apart and got stuck in the drain. I waited all day for more workers to come and retrieve their tool and continue work. At around 10:00pm, a worker arrives and says I need to sign on his phone for permission to dig and retrieve their tool. Added to this, my new cost was $5,000.00. I told them that this doesn't sound right since it is their equipment that failed. I signed, giving permission to dig. However, two days later, they sent me a contract that I had never seen, with my electronic signature agreeing to the cost of $5,****** to complete the work and remove their broken equipment. In the process, they discounted the original draining cost from $320 to $268. I immediately contacted Affordable Plumbing, asking about this price. The manager said he would drop it down from $5, ****** to $5,000.00. I said this still wasn't right since they should pay for some of the responsibility for their broken equipment. I had already given them a check for $2,****** to get started on the work as well as $268.00 for the drain cleaning when an acquaintance in the plumbing industry told me that I shouldn't have to pay for their mistake. Also, in the process of retrieving their tool, they broke my sprinkler system, which will be around $2,****** to repair. Added to this, a lawyer told me that Affordable Plumbing is in the wrong. I've left messages at their office, and it's been ***************************************** on August 15. But he called, not to address my messages, but because I had left a bad review on ******* He demanded that I take down the bad review and threatened to put a lien on my house if I didn't pay the remainder of the bill.

  Business Response

  Date: 09/12/2022

  ***************,

   

  I reached out to you a few weeks ago to discuss your concerns with paying for the excavation job we were contracted by you to complete after diagnosing your main sewer pipe was compromised beyond repair via cabling. Our technician spent hours at your house running a professional spartan brand mainline machine in attepts to clear the drain. The roots were compltetly com[acted and so the cutter blade on the cable unwound after many attempts. At that time my technician knew he was not making progress and recommended a project manager to come ut and locate. We provided options to permanently repair and you agreed to the project, signed the contract and paid half down to start. we completed the project on emergency status on a weekend to get you back in service. at that time we pulled out a solid root ball 4ft in lenght. I told you o would reduce the cost of the drain cleaning towards the permeant repair. I strangly stand behind  the actions taken by company as we did everything we could to take the proper steps in prosenting you with options which you agreed with at the time of service. Unfortunately we seem to discagree on this matter but we did complete all work in our contract and will be charging the amount agreed at time of contract.