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:01/27/2025

  Type:Product 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 paid for ***** feet of sewer line to be replaced on 12/26/23 and the line backed up in the exact same spot where the repair was supposed to be completed within 8 weeks of the repair on 2/22/24. Upon scoping the line we realized that they did not repair the entire section that they were hired to do, but because the work order has a range of how many linear feet will be repaired and doesn't explicitly say the exact coordinates that they were supposed to repair, *** refused to honor the warranty for their work. They have additionally stated that because I have other issues in my very long sewer line, which are unrelated to the repair and far away from the reoccurring backup, they are not required to finish the work they were hired to do.

  

  Business Response

  Date: 02/10/2025

  We performed all the work per proposal. Customer seen pictures of work that are attached on one of the emails. Customer approved work and paid invoice. We offered to work with her and provided options for the additional work that was needed and even offered to install a new clean out for no charge

  Customer Answer

  Date: 02/17/2025

   
  Complaint: 22853857
  
  I am rejecting this response because:  

  *** Southwest did not complete all of the work per proposal.   The proposal stated that a "***** foot" section was excavated and that they "cut out bad section of sewer".    I have since had another company complete the repair and their camera showed that the *** repair was less than 20 linear feet (contract stated *****') and they clearly left a bad section of the line where the repair was supposed to happen.   The section of sewer line that was supposed to be repaired was the last *****' of cast iron before it transitions to **** tiles, but approximately 10' of cast iron was left just before the transition to **** ************ Within two months of the *** repair, the line backed up in this 10' section because the cast iron was bellied out, had a negative slope, and had root intrusion-- all of the reasons for scheduling the original repair on the last *****' of cast iron line in the first place.

  
  It is asinine to say that because a customer has seen pictures of an excavation/pipe replacement and pays an invoice that work on an UNDERGROUND sewer line was done according to a proposal.  In addition, *** did offer to do the "additional" work as a completely separate job in which I would pay full price.  While they offered to install a cleanout for free, they did not show up to complete the work when they said they would and then cut off communication when I tried to reschedule.  
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:09/11/2024

  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.

  On 8/19/2024, ABC Southwest Plumbing & A/C installed a new AC System. The plaster from the ** Light Module and A/C Unit keeps dripping. On 8/22, *** came out and applied more plaster between the two units. On 9/5, called *** and spoke to "***". I asked if a permit was filed and when the *** County will come for the inspection. They never filed a permit. Called ABC (week of 9/2) made an appt to install a Drain Pan to prevent the dripping. On 9/10, *** dispatcher confirmed the appt. At 4:06 PM spoke to Jan, she said they needed a Part for the Job and that the warehouse was closed for the day. Why was an appt scheduled when there was no part available? We would like *** to honor their service agreement and in accordance to what we paid for.

  

  Business Response

  Date: 10/29/2024

  We have been working with them. Ever since the hurricanes they have just been waiting on inspections to pass. The technicians have fixed the issues and we have to call in the inspections **** to find out when.

• Initial Complaint

  Date:06/09/2023

  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.

  I have attached some of the recent Internet reviews that reveal a pattern of scamming to Public. BBB has their rating wrong - we consumers rely on the BBB. With hundreds of complaints I want you to open a file and look at the scams and the pattern of scamming people on ************ online and on the bbb site. I called for a clogged sink, I heard a lot of banging coming from that bathroom vanity. They broke a snake off in my drain (see photo ) they had me sign that it was $400 to fix it.(see photo) with 30 day guarantee.(see photo) they came back the next day and pretended they needed to cut a hole in my wall after they broke my pipe. I got everything on video also but cant attach here. I can email you the video. They had me sign a blank screen( see photos) . I see $1681 they charged my credit card. If there was a 30 day guarantee why would they charge me ? They broke the pipe with a snake that the technician **** said he should not have been using because it was a piece of junk. He said his usual snake equipment was missing; one of the other guys took it. He could not reach that other guy. ( even though I heard him talking to the guy on the phone ) The whole thing was so suspicious. Thats when I started taking photos and videos. They cut a big hole in my wall and left a mess. I called their rude manager, and emailed him photos of the black screen that they had me sign. I e mailed him the $400 with 30 day guarantee. His response indicated that this is a typical Scam they do all the time because 125 similar reviews all over the Internet on many various sites, But customers see A on the BBB rating- photos are available as well videos and and police report. Im also attaching photos of the emails I sent the manager .Note the dates on the e mailed photos. You can see the first bill they gave me on the first day they showed up here and broke off the snake and the dates are on everything. You can see the blank screen. We are nothing was visible to sign.

  

  Business Response

  Date: 08/03/2023

  We were originally call out to ************************* home on 6-1-23 for a bathroom sink stoppage. We had quoted her to run are sewer snake to attempted to clear blockage after several attempts to clear blockage we were unsuccessful. We returned 6-2-23 and upon further inspection we had found out the sink had been piped in the incorrect piping (used pressure fitting not drainage fitting which is the correct fitting) and the incorrect way and further work would need to be done. We then had quoted ************************* to Re route the drain the correct way with the correct fitting. ************************* had agreed to the quote and we proceeded with the work and completed the job. We did not charge her for the original trip out there. We have signatures for the approval to do the ************* as signatures acknowledging the satisfaction of the work performed as was as a signature acknowledging the amount the card would be charged for.

  

  Business Response

  Date: 08/03/2023

  We were originally call out to ************************* home on 6-1-23 for a bathroom sink stoppage. We had quoted her to run are sewer snake to attempted to clear blockage after several attempts to clear blockage we were unsuccessful. We returned 6-2-23 and upon further inspection we had found out the sink had been piped in the incorrect piping (used pressure fitting not drainage fitting which is the correct fitting) and the incorrect way and further work would need to be done. We then had quoted ************************* to Re route the drain the correct way with the correct fitting. ************************* had agreed to the quote and we proceeded with the work and completed the job. We did not charge her for the original trip out there. We have signatures for the approval to do the ************* as signatures acknowledging the satisfaction of the work performed as was as a signature acknowledging the amount the card would be charged for.

• Initial Complaint

  Date:05/16/2023

  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 2/22023 they came out to clean out my sewer line. I paid $443.00and was told they offered a year guarantee if issue they would come back free of charge. As of 5/10 I started to have some issues so I called them on 5/16. They were supposed to set up an appointment to have drain camera for the warranty. I never received a call that I knew of. From what I understand from today's phone call they did call sometime around middle of February but I didn't answer. They did not leave a message so I had no idea they called. As I work and can not answer the phone during work hours I had no way of knowing they had called. If they would have left a message I would have returned the call and set a date for the camera inspection. Because I didn't know they called and didn't answer the warranty is not being honored. This is just a scam to get more business. They offered to come back out but the charge would be the same as I previously paid. Their warranty is a sham! If you don't happen to have your phone attached to your hand and answer their call that could come at anytime since a date was not set for the call, you are out of luck. This company is just for taking money not following through on their service. If done correctly the first time wouldn't have same issues 3 months later

  

  Business Response

  Date: 05/16/2023

  It is very difficult to warranty a stoppage, because there are several reasons this could happen again. There could be shells, collapsed pipe, and belly in line or roots in the line.

  that is why we like to camera the line, to see if it could be warranty.  Dusty ************** stated on invoice that was signed by ********************* that there was roots in the line

  and could not warranty until camera inspection. We called several times and were unable to leave a voice mail, as voice mail was full. but if roots were found in line or

  any of the above mention issues. We would not be able to warranty.  this was clearly stated on the attached invoice. I would be more the happy to offer a discount if she

  would like ** to return and remove stoppage and camera line. to see what the issue is.

• Initial Complaint

  Date:01/16/2023

  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 the date of 12/23/22 at **** hours I contacted ******************************** conditioning about my water heater leaking. *** plumber, ****** inspected the water heater tank that needed to be replaced. ****** replaced the water heater at a cost ***** dollars. On 1/8/23, my water had to be cut off because the water shot up from the water heater tank which damaged my drywall and ceiling, and had water pouring into the spare room of my condo. I contacted *** Plumbing and they sent a plumber over named, Dusty. ***** inspected the tank and discovered that the tank was not installed properly. The top valve was not glued on and the pipeline was not installed correctly. ***** took pictures of the damages, and I took pictures and recorded video of the damages. ***** fixed the issue with the tank and said he will send the photos to his boss, *****, and for me to call in the morning when his boss arrive. I contacted *** Plumbing on 1/9/23 and spoke with the manager. The manager said that he will take care of it, and that he will send a drywaller over to replaced any damages. The next four days I have not heard from the manager. I've contacted the *** Plumbing, speaking to their secretary, named, ******. ****** informed me that they sent someone out but the call was canceled, which is not true. I received no call from *** Plumbing, and nor have I canceled a call for someone to fix the damages that was caused by the *** plumber. ****** then informed me that on 1/16/23 the manager will come out with a drywall error to fix the damages between 1:00 pm to 5:00 pm. On 1/16/23, I called to confirm if anyone is coming. I was told yes they were between 1:00 pm and 5:00 pm. I've waited after 5:00 pm and no showed. I tried contacting *** Plumbing and was directed to their answering service. When I explained the difficulties of trying to reach the manager, and I'm being lied to, I was told its not his problem, and his life is not going to change.

  

  Business Response

  Date: 02/01/2023

  We are aware of the concerns and has been turn over to our insurance company,

  an adjuster should be reaching out to sent up an appointment.

   

  thank you,

   

  *****

   

  Customer Answer

  Date: 02/01/2023

   
  Complaint: 18821609
  
  I am rejecting this response because:
  This is taking entirely too long.  It's been a month now and nothing seems to be done.  I feel like this business has but me on the back burner, I spoke with their insurance adjuster one time and haven't spoken to her since...  this should have been taken care of way before. 
  Sincerely,
  
  *********************

  

  Business Response

  Date: 02/13/2023

  This response was taken verbally by BBB:

  The claim has been turned over to our insurance company. The adjuster has contacted the customer. We were told by our insurance adjuster not to have contact with the customer. Once the claims process is initiated it is out of our hands and must go through their process.