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:03/04/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ******************** (my home warranty company) contracted ********** to resolve a plumbing problem. ****** ******, the plumber, arrived at my home on February 5th to unclog the drain. Mr. ****** asked my wife about the clog. From the kitchen sink, he tried to remove the clog using the food disposal and covering the drain covers, which did not work. He stated that it probably needed to be "hydro jetted." He left, saying that he would send the report to the warranty company. The warranty company rejected the claim because the plumber said the reason for the failure was "NOT NORMAL ************* I called ********** for an explanation as to how the plumber made the diagnosis when he DID NOT TRY TO CLEAR THE **** and why he determined the failure was NOT NORMAL. The warranty company only covers normal wear and tear.

• Initial Complaint

  Date:03/03/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My reason for this complaint is to expose the 1) unauthorized work, 2) fraud, and 3) price gouging. We were under the understanding you submitted a second request to American Home Shield for the total replacement of the toilet. In actuality, you were only approved by ******************** to replace the flush seal. We were misled by your company.Then, one of the workers does the work and replaces the entire toilet without approval from ********************. Then fraudulently signs a contract. My husband nor I signed the contract. The wavy line signature on the invoice document does not belong to either one of us. We never agreed to pay $1022 for a toilet. That is unheard of. This brings me to the price gouging. We know that toilet only costs about $200 dollars from ********** and the toilet connector is about $20 dollars. With the total cost of supplies and installation, the final cost should be around $350-$400. In either case, we would not pay as this should have been submitted to ******************** as an approved service. We would have never agreed to pay for a common toilet at the invoice price. This is why the contract was never signed by the us the homeowner. We were under the understanding ******************** granted the approval of a full replacement. This is the reason we allowed the installation. Know, this type of customer service is not acceptable as a way to treat valued customers. This must be rectified before it gets out of hand. Last week, we called 3 times to come to a resolution to no avail.

• 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.

  This is a SECOND COMPLAIN, this company was sent to us to repair the kitchen faucet, the first time they did a lousy job by placing an older one which looked used, after first complain the "OWNWER" contacted me to apologize for the error and said has dismissed the employee due to same attitude with other customers, he asked me to send him pictures of both faucets, the broken one and the replacement, in order to replaced it with the proper one, ( he said will tell tech to "MAKE SURE TO BRING THE RIGHT ONE" and he also PROMISED to refund the $125 i have paid for the call, I did not asked, well, they said will be coming that Saturday, which never came, then at the time of appointment, again NO ONE SHOW UP, after I called the office {WHICH NO ONE ANSWERED} they decided to send someone, WHOM ARRAIVED AN HOUR LATER WITH YET THE WRONG FAUCET BECAUSE WAS NEVER TOLD HE WHAT FUACET TO BRING, also added that for future reference we should call someone else and to be aware because the prior tech not only still employed but lives nearby. Needless to say not only was the wrong faucet {which an adopter was needed for the water filter which my wife needs and {{this was told to OWNER}} THE REFUND NEVER CAME ALTHOUGH WAS TOLD BY THE CUSTOMER SERVICE PERSON IT WAS IN THE MAIL,, That was two weeks ago...

  Business Response

  Date: 10/28/2024

  I spoke to this customer as the first faucet that was put in was approved by his ********************** he called in and complained that it was not the same and was different, it was and was missing the side sprayer, i apologized for the troubles and we agreed to get him a very similar like style and features. I sent back the Area Manager and we installed that and he was still unsatisfied cause his after market water filter would not attach, we then agreed and sent him by mail at no charge to him the adapters than was upset that the faucet was not as high as his old one, at this point he had not paid any money to Hers and His Plumbing, so we agreed to refund the ** that was paid to his warranty company in the amount of $120.00. A check was sent out on 9-16-2024 for this. We feel at this point we have provided and met the customer needs within their warranty company guidelines. 

• Initial Complaint

  Date:12/11/2023

  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.

  I contacted my home warranty company (Old Republic) about a drain stoppage causing a backup in my house. Old Republic sent out Hers and His Plumbing on October 31, 2023. ***** came to my house to resolve the issue. At first he could not find the clean out so ***** got on the roof, but shortly after getting on the roof he located the clean out on the ground near my front door. ***** at the time had given me an estimate for over $1000 to install the clean out and clear the stoppage because that was not covered under the home warranty. Upon finding the clean out on the ground they proceeded to snake the drain to clear the stoppage as well as put a camera down the pipe to see what was causing the stoppage. My ring camera shows them doing this. ***** then came in and said he had talked to the warranty company and the cost was still going to be $977. He also said I had a root intrusion which was causing the issue and to fix that problem it was going to be an additional $1600. I declined fixing the root intrusion and paid him the $977. I called a different plumber to get an estimate on fixing the root intrusion, they also put a camera in the clean out and there was NO root intrusion at all. I then called Old Republic; they said ***** told them he installed a clean out and which per the warranty should be $750. Old Republic said based of what he actually did, I should have only paid him the service fee which was $85 because snaking the pipe and the camera was covered under the warranty. I requested my invoice from Hers and His and they show that they cleared it from the roof which is why they charged $977, but they did not do that. I have video evidence from my ring camera showing them clearing from the ground. I have tried to solve the issue with **** and His, but no one is talking to me. I was charged $892 more than I should have been and almost charged another $1600 based off a lie. I just want my money back as I was grossly taken advantage of and misled.

  Business Response

  Date: 01/03/2024

  This complaint was resolved with the customer. Below is her response to **:

   

  Good morning,
  
     I dont have a way to close out the BBB complaint, but I did email them asking if they could mark it as satisfied. We would like the estimate please when you get a chance. Im confused as to why the other plumber didnt see it,I guess maybe their snake wasnt as long? I dont know. I will change my review later today if I have a chance at work if not I can change it Monday since Im in and out of meetings. 
  
  Thank you,
  *************;

   

   

  Customer Answer

  Date: 01/03/2024

   
  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:12/11/2023

  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.

  The company was assigned to me by American Home Shield. The call was to fix a leak which appeared to be from the hot water tank located under the kitchen cabinet. The plumber came and sent notice that the claim was denied because of access. The owner was instructed to call the plumber assigned to discuss acess. I reached out to the plumbing company independently and again with American home shield. The company never responded at all. I called them 3 times and the warranty company called twiceI. I was charged an inspection fee with out any discussion or an opportunity to provide access. They simply took the money and did nothing. No followup. No phone call. No nothing. They are the worst! I advised my warranty company that they should not assign them to any of my jobs in the future.

  Customer Answer

  Date: 12/11/2023

  The main company is in ******* .  The local company that was dispatched to my location was the one in *********** ********* 

  Business Response

  Date: 01/03/2024

  We regret the miscommunication with this customer. Below is posted the latest message that was presented by our Tech. We have also checked our phone system and do not have missed calls from the number on file.

   

   

  I have attempted to call this customer three times she does not answer. I called American home shield this morning. Her claim is denied for the mold like substance and having no access to this water heater and the water heater will have to be relocated if she has any more questions she will need to contact her warranty company again regarding the floors need to be fixed the cabinets need to be removed and determine where we can relocate this water heater
  By Integration: organization.305187.************ on 12/11/2023 @ 9:05am

• Initial Complaint

  Date:06/15/2023

  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.

  Nothing but unexperienced workers, with out a doubt, they are by far the worst company in Southwest *******, hands down. I highly recommend choosing someone else , even if it costed is a little bit more money.

  Business Response

  Date: 06/15/2023

  We have done everything that this customer's warranty company will cover and they are not satisfied. The customer is requesting that we replace their entire sewer line and we are not authorized to do that.

• Initial Complaint

  Date:06/14/2023

  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.

  1/26/2023 Cost for them to come out $175 Cost to fix theyre mistake estimated $700 for materials and labor Absolutely awful!!!! Do not use! I will be filing a complaint with the BBB. They came out to look at our busted pipe outside our house, toilet that was making a slight noise when filling, shower handle that keeps turning, a leaky water heater & leaking tub faucet. They fixed the pipe outside shockingly quick and a lot cheaper then expected, replaced the valve on our toilet, looked at our water heater and said put a bucket underneath it, looked at the shower handle and said theyd break it more, then came the tub!!!!! We had a home warranty and they said everything would be covered besides the pipe outside. Ok great, they go to look at the tub thats dripping once every 20 seconds or so, nothing bad but figured since they were coming out wed get it fixed. They broke the part in the faucet and said they had to look around and see if they could find one after about 40 minutes of sitting in their truck they said our home warranty wouldnt cover the tub and that it was going to be $500 in labor plus parts to fix the tub. Mind you, it was a leak! They completely broke the faucet to the point they had to shut the water off and cap it off. It is inoperable now. After fighting with the home warranty company and ********** the warranty company said ********** was responsible for fixing it. ********** said theyd send another tech out to evaluate it and see what the other tech did and get this resolved. Ok fine another day my husband had to take off work for them to come out. They came out and this tech wasnt even interested, told my husband he wasnt fixing it and that it was his problem. Sadly not even exaggerating. My husband said ok well Ill be leaving a review and calling BBB and he just shrugged and said ok and left. Worst company around. DO NOT USE THEM!!!! This is what they left behind. They completely capped it off

  Business Response

  Date: 06/15/2023

  We made all of the repairs in this home that were authorized by their home warranty policy and the customer themselves. Someone had previously worked on the tub faucet and placed multiple washers in it to slow down the leak. We took it apart to diagnose the issue and found these objects, notified the home warranty company and were told that they would not cover any repairs. We then gave an estimate to replace the faucet and the customer refused. Any refund would be for work that was performed by us and we don't feel that we should be responsible for that. We hope this satisfies the complaint.

  Customer Answer

  Date: 06/19/2023

   
  Complaint: 20168611
  
  I am rejecting this response because:

   

  This is inaccurate. For starters the tech told us everything was covered except the pipe outside. They did not fix anything besides the toilet & the busted pipe outside (pipe we had to pay out of pocket because it was outside). The water heater they told us to put a bucket under the leak, the shower handle they refused to even look at. As to the tub faucet. They told us it was covered. THEY broke the original piece of the faucet, NOT a washer that was jammed in there. The tech complained that it was an old off brand faucet and that they couldnt find the part so the only option was to replace the faucet completely. That is when they decided to call the warranty company. After the warranty company said they wouldnt cover it that is when the tech told us it would cost $500 in labor plus parts. The busted pipe outside didnt even cost that much not to mention our faucet worked before they came out. They completely gutted our piping..if it wasnt going to be covered they should not have touched it, broke it, capped it off.anything. Now we are without a tub, our piping is completely gone. Then you add in the fact of how completely rude the tech was is absolutely unacceptable.
  
  *******************************************************

  Business Response

  Date: 06/23/2023

  Again, we cannot control what is covered by this customers home warranty policy. We do not determine coverage, they do. This customer should be arguing this with the warranty company. 

  Customer Answer

  Date: 06/29/2023

   
  Complaint: 20168611
  
  I am rejecting this response because: They keep saying they are not responsible for what the warranty company would and would not cover. This is NOT the issue. The issue is that hers & his plumbing BROKE my plumbing! American home shield is NOT responsible to pay for something that THEY broke NOT me! Hers & his plumbing gutted my plumbing and left. ABSOLUTELY unacceptable! I didnt break the faucet and cut my pipes out, nor did American Home Shield. Hers & his plumbing did! I am getting to the point where I am going to proceed with legal action! If I go in to a store and break something I have to buy it, I have to pay for it. The same standards should apply to Hers & his plumbing. They broke a faucet then cut my pipes completely out!
  
  *******************************************************

• Initial Complaint

  Date:06/08/2023

  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.

  Hers and his plumbing are completely unreliable. Canceled. Working on my water heater twice through American home shield. They will send you a text just before closing so that you cannot respond.

  Business Response

  Date: 06/13/2023

  We will be issuing a refund to this customer due to scheduling issues on our part.

  Customer Answer

  Date: 06/13/2023

   
  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:06/06/2023

  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 hired his and her plumbing in 2021 for ****************** valve leaking they have been out to times and preassure valvke still leaking had them come back oit today june 3 2023 same issue and tbey tried demaniding another **** to fix the rwpaie no cresit on the previous 600 i have already paid i am demanding his and her plumbing. To come out and fix the repairs properly. If the total repair is **** and i have alreasy paid 600 i agree to pay the differqnce but dont feel as if i ahould have to pay anothee **** dollars on top of the 600 paid already. I am demanding repairs be done propeely at this time and for the bbb file a complaint and make this noted if how this company does there customers wrong and scam more money out of them.

  Business Response

  Date: 06/07/2023

  We regret the displeasure from this customer, but cannot perform work for free. We replaced a high pressure relief valve 18 months ago and checked incoming pressure at that time. The pressure was within guidelines when we replaced the relief valve. On our most recent visit, the relief valve is leaking again. When checking incoming pressure now, it is too high and this is the reason the valve is leaking. We quoted the customer on adding a pressure reducing valve and replacing the relief valve in which he became very upset and made threatening statements to **************. The tech was then advised to leave the property to avoid further conflict. We offered and will continue to offer a discounted rate like we do for any previous customer, but cannot give away labor and parts for something that is out of our control and out of manufacturers warranty. We hope this explanation resolves this complaint with the BBB.

• Initial Complaint

  Date:05/02/2023

  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.

  The contractor, Hers and His Plumbing was contacted for a second opinion for repair or replacement of a leaky water heater through American Home Shield Home Warranty. The technician said that the water heater needed to be replaced but could not be replaced until the entire home was re-piped at an estimate of $12,000.00. GET REAL! Who has $12,000.00 just lying around to re-pipe a home? My garage floor is soaking wet and has been soaked for more than a week. The Hers and His Plumbing technician gave me the classic run around saying American Home Shield mandated that my home be re-piped; but the **************** Representative at American Home Shield said that re-piping was mandated before replacement by Hers and His Plumbing. Hers and His Plumbing is a piece of unprofessional dodo and is just a RIPOFF not resolving the issue of my bad water heater and had no intention of replacing or repairing my water heater. As far as I am concerned, it was no need for the technician from Hers and His Plumbing to even come out. Hers and his Plumbing is a TERRIBLE business!

  Business Response

  Date: 05/02/2023

  We understand the displeasure of the outcome from this home warranty claim. However, the type of piping in their home is not up to code and pushes liability issues on our company. We cannot replace the water heater with the home having this type of piping as it would not be code compliant. We confirmed with ******** Homeshield that this was the reason that we were sent out as a second opinion on this job. The first contractor refused to perform the work for the same reasons. Although this is an unfortunate situation, it should not fall on ** and this complaint should be labeled as invalid.