ComplaintsforHers and His Plumbing-Florida, LLC

• Initial Complaint

  12/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  12/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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 response

  12/11/2023

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

  

  Business response

  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

  06/15/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  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

  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

  06/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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

  06/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  06/13/2023

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

  Customer response

  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

  06/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  05/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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. 

• Initial Complaint

  04/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  My home warranty company sent a plumber out. He dismissed the leak issue since he couldnt see one and said the flapper for 2 of the toilets in the home was what caused the water running a quick and easy fix. He replaced the flappers and issues persisted . I called again and he came out and fixed something else in the toilet. Nope. I called the company and ******* was very defensive and rude when I politely made my complaint as water was flooding into my living room. I spoke with the manager ***** who was a bit more empathetic and promised to make things right. He sent out a different ************** hes finding different things in the downstairs toilet .. finally the inside is rebuilt and the toilet gets fixed. I eventually found the leak source on both toilets though on my own that trained and paid technicians did not. As for the master toilet flapper that was replaced, the prior technician failed to properly diagnose the issue, & as a result the water began to run again, increasing my water bill. I was told my meter wasnt moved to indicate a leak so I couldnt have been getting a higher bill I have an abundance of PROOF showing otherwise. Tech comes out for a sixth or seventh call back (master toilet). The tech, suddenly was accusatory and complained hes losing time and money coming here. He fixes the flush or fill valve & whether by accident or design causes the toilet tank to leak and the water running all over again. I attempted to complain to *****, he made excuses and reiterated he suggested a toilet replacement for the DOWNSTAIRS TOILET, due to a possible fault in the porcelain! There WASNT one and I had gotten a second opinion by another plumber to confirm & it works fine now. He ignored the upstairs toilet was a NEW leak, caused by his technician. I have various forms of evidence including videos and witness testimony as well. If I can file a lawsuit against them for incurred charges and emotional distress, I am happy to do so.

  

  Business response

  04/14/2023

  We regret that after all we have done to appease this customer, they are still unhappy with our services. We have sent techs out on several occasions to determine where said leaks are and there were different problems each time. On our last visit, we were informed that a family member had worked on the toilet and caused the leak. We cannot take responsibility for work performed by someone else.

  Customer response

  04/19/2023

   
  Complaint: 19929187
  
  I am rejecting this response because: the service provider just blatantly lied. I never had a family member repair anything, and each time they came out, they either didnt fix the is*** or created a new one. I have an abundance of proof holding them liable. I provided photos of correspondence where ********************* did not reply with any sort of solution or appeasement. This company is not only unprofessional but dishonest as well. Pasted are the photos of the last messages between ***** and I and I have every last message between myself and the company should we need to go to court. See how a family member is not mentioned simply because no family member ever did any work on my toilets and their calls are recorded so theres proof there as well. They are simply deflecting instead of taking accountability. They had come out a total of 6 or seven times, that is abnormal. When theyd finally fixed the downstairs toilet which again, was confirmed by another plumber to NOT have needed a replacement because it was NOT defective in any way (Ive been in the home nearly 3 years with no signs of a porcelain leak) and it was fixed once they rebuilt the toilet and reseated it on the o seal. That alone took multiple callbacks which I have proof of. The upstairs master bath toilet was never properly fixed and the is*** returned. The last tech was accusatory and said he was losing time and money coming out and found the source of the water running however he did not reseat the toilet properly resulting in a new, never before seen leak upstairs. As you can see ***** made excuses and lied. I had another company I was referred to come and rectify the is*** and they were stellar, professional and kind and fixed the is*** in two visits. They even gave me a THIRD opinion that the downstairs toilet did NOT require a replacement as ***** had tried to insist. Why would I pay such a horrible company to replace a toilet that didnt need it? How was I able to locate the source of the leak they denied exists when my photos, videos and water bill says otherwise? With the new company,  I had not even a quarter of the trouble hers and his gave me. As I stated hers ands his employees were also extremely rude to me and I have witnesses for that as well. I have two witnesses and a vast paper trial so in the event that this company insists on lying and deflecting or blaming me for their seeming incompetence, negligence and unprofessionalism, I will take hers and his to court. I will also save similar bad reviews and complaints left by others just in case I need to *** hers and his. I will be saving their response, showing their lack of integrity and willingness to lie. Their calls are recorded which will also work in my favor. I will hold these people liable without a shadow of a doubt. I reject their egregious response.

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

  

  Business response

  04/21/2023

  We regret that this customer will not reasonably accept liability. It seems that the issue will need to go to litigation. 

  Customer response

  04/24/2023

   
  Complaint: 19929187
  
  I am rejecting this response because:
  Again this company is blatantly deciding to lie. I have proof of all of my claims, the calls they have are recorded and I have all of my emails, again I never had any family member work on any toilet before or after these people at this deplorable company came out to do any work. The work done was completed certified plumbers, not family members and I only utilized hers and his and the new plumber I had to call to come by and fix the leak the last technician had caused in my upstairs bedroom. I repeat, the downstairs powder room toilet had been previously fixed by hers and his after multiple call backs the issue was finally discovered and the toilet inside was rebuilt. Despite this ***** urged me to replace the downstairs powder room toilet as seen in the emails and ************, one of whom was able to visually inspect the toilet ONLY agreed that no replacement was needed and the 3-4 year old toilet did not have a porcelain defect as ***** had claimed. Its ironic that once Hers and His fixed my downstairs toilet, they created a new problem in the upstairs toilet which had an issue that they essentially band aided and failed to properly diagnose or fix on the initial service call. What their technician did was try to pin blame on us for the damage to the upstairs toilet and I brought it to ***** who made excuses for his technicians instead of apologizing and being professional, he basically is now lying and doubling down on his excuses. I also had notified him that the technician had caused a leak but again, I was met with excuses and now a lie that was contrived out of nowhere. I just submitted proof of where I told him his technician tried to accuse us discretely of breaking a toilet! I had to pay a service fee for them to even come out, and deal with unprofessionalism, lack of decorum in the rudeness of the staff, and what seems to be a reluctance to handle warranty work and their answer is to accuse me of breaking the inside of a toilet when the last thing I wanted was to ever have to deal with them again, especially since it took so many callbacks before they properly diagnosed the issue. I have integrity and I am able to stand on that. I have saved this lie to add to my paper trail and may do a police report or restraining order to prevent any undue harm coming to me from this company, a company willing to lie so profusely and blatantly is a company that makes me think they will take any measures to do harm to a customer that is not satisfied with them I will add this in for my security since these people are obviously very devious, again shown in their willingness to lie and make excuses for which there is proof against them in all matters). *********************** and his company are dishonest and refuse to accept accountability for their wrongs. As stated before, a company that has to come out multiple times to fix ONE toilet and then another few times to fix another is not a competent company. I will look for legal representation so that I may take this company to court. I regret this company has been dishonest, unreasonable, and failed to try to rectify this issue, as I stated I have proof of everything and have attempted to communicate to settle this outside of a courtroom on many occasions. I have made efforts to be amicable to this company and unfortunately they will not. Myself and three witnesses are aware of the undue stress and harm this company has done and only  a company ran by a narcissist would so hurt fully and blatantly lie, get caught in their lie after the customer provided a few pieces of many pieces of evidence to support it along with having witness testimony  (will be shared in court only along with other evidence). I have also found evidence that similar issues have happened with this company to a plethora of customers. I tried to exhaust my options to settle this amicably. 
  Sincerely,
  
  *************************

• Initial Complaint

  03/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They sent one of there plumbers here for the drain issue ! He's very unprofessional ! He was a no show 3 times out of the 6 times he had been scheduled! 1st time he was a no show ! 2nd time he showed up at 6:45 at night an hour and half late and was rude ! Said he couldn't fix it ! 3rd time a no show again ! 4th time showed up and slept in his van for ***************************************************************** drunk ! 5th time no show again ! 6th time no show again !

  

  Business response

  04/14/2023

  We spoke to ****************** and explained that our tech spent time in his truck verifying details of this job with the home warranty company. In the end, the claim was denied, but ****************** expressed that he understood our standing and processes.

• Initial Complaint

  04/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  This company was contacted thru AHS Warranty to fix my hot water heater and leaking bathtub faucet. Technician came out, didn't have parts, would get back on schedule. A week after technician came out, I called because I hadn't heard anything and he had quit. Problem would need to be reassessed. Second technician was scheduled and also quit morning I was scheduled before even coming out to find problem. Third tech was scheduled, showed up, seemed to know problem and exactly what it was and what to do. After not hearing back I called again and he had also quit. Best they could do was send a fourth person out and rediagnose AGAIN because they had no information on what the previous people did. It has been two months and 4 people. I have to use work time to sit on hold 20-40 minutes each time I call, then I have to use work time to sit here and wait on each person to show up, not have the parts and start this all over again. Not being able to keep staff shows the quality of this company, as well as not even trying to resolve this situation and get someone out here that will actually fix the problem.

*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. ↩