ComplaintsforHers and His Plumbing-Florida, LLC

• Initial Complaint

  03/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Home Shield sent Hers and His plumbing to fix a drain backup. I was told that they needed access to the drain field cover so I dug the cover out and opened it up for the technician. The technician told me that the owner said I need to replace the piping and the charge would be $6,500!!! I told them that I would like to get second opinions from other plumbers. They quickly reduced their price to $3,500!!! I still insisted on getting other opinions and they charged me $650 for their visit !!! I since had a professional inspector inform us that we only need vents installed and that no digging or new pipes are needed !!! I would not recommend this business - the owner is a scam artist !!! DO NOT ever use them !!!!

  

  Business response

  04/13/2022

  Business Response /* (1000, 5, 2022/03/28) */ We regret that this customer feels as if they were not treated fairly. Our plumbers and manager have been to the home and all have agreed on the same diagnosis. We also have not been paid for our services and therefore, would not be able to refund anything to this customer. We hope this satisfies the complaint.

• Initial Complaint

  02/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Solicite un servicio por intermedio de mi compañía de seguros American Home Shield, el 31 de diciembre del 2021 ellos me asignaron a Hers and His Plumbing-Florida, LLC la cual me iba a solucionar un goteo del cano de la bañera de visita, ellos fueron a revisar el problema, ellos hicieron dos visitas, la primera para ver el problema y la segunda para solucionarlo. El problema a la segunda visita no se solucionó, la bañera sigue goteando lo cual esta perjudicando al techo del departamento de abajo del mío. Llame a la compañía de seguros American Home Shield y ellos me dijeron que mientras no se arregle y hasta el 4 de marzo yo podía hacer otra cita con Hers and His Plumbing para finalmente solucionarlo. Ellos me hicieron otra cita y no fueron aludiendo que la compañía de seguro no les había autorizado lo cual no es cierto, por que no fue así, ya tenían la autorización, simplemente ya no quieren volver, dejando el trabajo sin finalizar y yo teniendo el mismo problema de goteo. Cabe mencionar que mi garantía por el trabajo esta vigente hasta el 4 de marzo del 2022. Mi co payment por el servicio esta pagado. I requested a service through my insurance company American Home Shield, on December 31, 2021 they assigned me to Hers and His Plumbing-Florida, LLC which was going to fix a drip from the bathtub spout for me, they were to review the problem, they made two visits, the first to see the problem and the second to solve it. The problem on the second visit was not solved, the bathtub continues to leak which is damaging the ceiling of the apartment below mine. I called the American Home Shield insurance company and they told me that until it was fixed and until March 4th I could make another appointment with Hers and His Plumbing to finally fix it. They made another appointment for me and they did not mention that the insurance company had not authorized them, which is not true, because it was not like that, they already had the authorization, they simply do not want to return, leaving the job unfinished and I having the same leak problem. It is worth mentioning that my guarantee for the work is valid until March 4, 2022. My co-payment for the service is paid.

  

  Business response

  04/17/2023

  We understand the frustration that this customer experienced, but feel that it was placed wrongly. We were assigned to go back and complete this job, but the job was canceled by the home warranty provider before we were able to go. We were given the opportunity to rectify.

  Customer response

  04/19/2023

   
  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

  02/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Kitchen sink clogged up. Have warranty through OUC. Called for service. They Sent His and Her Plumbing. They came out and ran water in the sink and said yes it's plugged. Asked if there was an outside clean out, I said yes. Told him I had interior and exterior warranty. So Let's be sure it is corrected not just a quick fix. He said there was big peices of potato peelings in the drain that clogged it. We did not see any potato peelings. Also there was grease in the drain and he showed me a small sewer snake that was about an Inch around and on the end there was grease. I explained that 7 years ago when we bought the house the same thing happened and when they, His and Her Plumbing, came out they told me exactly the same thing. He told me that garbage disposals are not made to put potato peelings down them. Replaced a smaller garbage disposal after the first call. Ive had garbage disposals in my homes since the 70's bad never had a problem with potato peelings and the two of us who live here have been extremely careful about grease. It was three potatoes and I have a top rated 3/4 HP garbage disposal professionally installed. I was so upset about his garbage disposal remark that I contacted the disposal manufacturer and they said a a 3/4 HP disposal would crunch up bones so of course it would handle potato peelings. This is ridiculous that they punch a small snake through the system and give me the same grease and potato peeling explanation. If the grease from the sewer lines to the main line was the problem I would think it would take more that a one inch snake to be sure the problem was taken care of. Thank you for taking a look at this frustrating situation.

  

  Business response

  03/29/2022

  Business Response /* (1000, 10, 2022/03/09) */ We apologize for the displeasure of this customer. Our technicians give an honest diagnosis and come up with a plan to resolve from their findings. The sewer machines that we use may look small to someone that is not familiar with them, but they actually expand when in motion and clean much larger diameter pipes than the size that they are. As for the disposal breaking up bones, this is falsely advertised by the manufacturer. Nothing more than moderate food waste should ever be put in a garbage disposal. We hope that this explanation satisfies the complaint. Consumer Response /* (3000, 13, 2022/03/10) */ Have not received anything back from them. Consumer Response /* (3000, 15, 2022/03/10) */ This information came directly from the Waste King Question and answer site. I could not find the origional information that waste kind sent me that gave more detailed information. But since I didn't put bones down my disposal I didn't call waste king back. As you can see they are saying that potato peelings will not cause a problem. As I told the technician I had put peeling form 3 small potatoes in the disposal and ran lots of water while I put them in the disposal. For A plumbing company to say that you aren't supposed to put potato peelings down the disposal. If they tell all of their customers who are as cautious as we are about what is put down the disposal that the warranty will no longer be good if they find grease and potato peelings in the drain they aren't a very reputable plumbing business. Thought whole idea of a plumber was to clean a drain. Business Response /* (4000, 17, 2022/03/11) */ We have fulfilled our obligation according to the contract the customer has for drain clearing, as the complaint is not that the drain does not currently flow. The customer is welcome to submit a recall work order to have another visit if they are still having issues with the drain not flowing.

• Initial Complaint

  12/21/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This organization came to my home on 2 occassions per directive from American Home Shield. The original complaint was that excrement does not flush in the toilet and sits in the bowl emitting bacterial into the air which is unsafe, unhealthy and dangerous in the middle of a pandemic. This company keeps coming out saying that it is working fine because it will flush toilet paper - of course it does it is not the problem never has been. When I called and spoke with a supervisor in between the visits and explained she absolutely agreed with me that it should not keep being reported as it is working but clearly the technicians are doing so in order that American home shield would not have to replace a non functioning unit that is fully covered and paid for each month.

  

  Business response

  01/10/2022

  Business Response /* (1000, 5, 2021/12/28) */ We apologize for this customer receiving mixed communication from our staff. This should not happen and will de taken care of. Our technicians do however report their diagnosis to AHS when onsite. AHS then protects the consumer by sending a second opinion if necessary. We suggest that the customer requests this if they feel that they have not been given a proper diagnosis. Consumer Response /* (3000, 7, 2021/12/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) Their dishonest and inaccurate reporting has meant that I have gone through an entire holiday with toilets that do not flush properly - excrement does not flush and the lingering bacteria in the air from the non-flushing excrement is really ridiculous in the midst of a pandemic - they have created an undue hardship and potential health issues because of their false inaccurate and dishonest reporting and should somehow be held accountable for it. Further their own technician during the first visit very clearly said the flushing mechanisms were OLD and the toilets needed to be REPLACED - where is the accountablity? Business Response /* (4000, 9, 2022/01/03) */ As stated previously, the customer has the option to request the diagnosis of another contractor if they do not agree with the original. We feel that there is no better resolution at this time.

• Initial Complaint

  11/14/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On October 18th,2021 Hers & His sent a plumber to my house. I use them before for another job and had no issues with their service. This plumber was a different one. I had a leak coming out the floor by the pipe to the shut-off valve. The plumber ask me in what year the house was built, and I told him, 1990. He told me I have to repipe the house. I ask him what the cast and he said $8,700.00. I told him I can't afford that kind of job at this time. He then told me he would have to drill down around the pipe, and he don't replace tiles or baseboard. To do the job it is $1200.00. He started and spent all day back and forth on his phone asking how to do stuff. Later in the afternoon he came and told me he put a plug on and turn the water on for us to take showers. He had another appointment to do a job and he was late. He hurried off and told me he would be back early tne next day. next day. He got back about 10:00 am the next day and by 10:45 am he stated the job was complete. I paid him and he rushed out. I had a 5 gal wet shop vac that he borrowed he left that full with muddy water. Debris on the floor and the walls were messed up with muddy water stains. On 11/13/21 my bathroom is leaking again in the same area that was supposedly fixed. After reading all the reviews about Hers & His plumbing, I have reached out to another plumbing company to fix this problem.

  

  Business response

  11/22/2021

  Business Response /* (1000, 5, 2021/11/15) */ We are sorry for the inconvenience this has caused. We have attempted multiple times to reach the customer and try to resolve the complaint, but have been unable to do so. We will always stand behind our repairs when given the chance. Consumer Response /* (3000, 7, 2021/11/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hers and His have my email, home and mobile telephone on file and I did not receive any calls or email from them. The plumber who came to my house stated he can not fix my leak unless I re-pipe my house for a cost of $8000.00. I submitted the complain on 11/14/21 and they responded on 11/15/21 and claim they call me and could not get a response. I'm in the process of having a competent and licensed plumbing company fix my leak issue. Hopefully we can resolve this issue without involving the courts. I paid $1200.00 and still have the same leaking problem. Business Response /* (4000, 9, 2021/11/16) */ We cannot issue a refund for services without confirming that the leak is the same leak that we repaired. We however, did advise the customer that there would be more leaks arise due to the condition of the piping. This was our reasoning for offering to repipe the entire home. We would be happy to send a technician back to the customer's home to confirm or deny the job that we performed is currently working properly. Consumer Response /* (3000, 11, 2021/11/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hers & His is welcome back to my property and fix this issue. They can contact me via email or telephone they have on file so we can make arrangement to fix this problem. Also please use another plumber. The plumber who did this job is very rude and unprofessional and is not welcome back in my house. I would be waiting for the call to schedule an appointment. Consumer Response /* (2000, 14, 2021/11/18) */ Kudos to Hers and His plumbing. Their supervisor Jason came with another worker and redo the job. The repair was professionally done and the work area was cleaned. I am very satisfied with the repair and advise that was rendered. I would give them a 5*. I also got a follow-up call from the head office who promise a refund. I'm withdrawing my complaint and consider this closed.

*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. ↩