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:05/30/2023

  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 all star plumbing to locate a sewer drain line by using a camera to locate it so I could install a washer dryer. They also provided a separate quote to install the washer and dryer for a crazy number- $14000 on a separate job invoice. I paid for the camera work and I am entitled the results of that work (to be used by another plumbing company). They are holding me hostage by not providing me the results of the work trying to force me to use them for the job. After several attempts they will not provide me the information. This is a corrupt business practice. Additional, if I dont get the work done by July, it will start costing me about $80000 per month in rent because you cant rent a house this nice without a washer dryer. I would like the better business bureau do something on behalf about this vendor and cite them as a bad business practitioner.Best regards *****************************

  Business Response

  Date: 06/01/2023

  Good Afternoon,
  
  Thank you for reaching out to us regarding your concerns about the sewer drain line camera work performed by All Star Plumbing. We appreciate your feedback and want to address the issues you have raised.
  
  We have reviewed our records and can confirm that ************** marked the location of the sewer drain line during the visit to your property. We apologize for any miscommunication or delay in providing you with the results. To ensure a swift resolution, we will email you the photos and any relevant documentation from our previous communication.
  
  Regarding the quote provided for the installation of the washer and dryer, we understand your concern about the cost. ************** did suggest more economical options that would have been friendlier to your budget. However, we respected your preference for the specific installation you requested, which contributed to the quoted price. We are committed to offering flexible solutions and working within your budget whenever possible.
  
  We apologize for any inconvenience or misunderstanding that *** have occurred during our previous interactions. Our goal is to provide excellent service and customer satisfaction. We assure you that we are taking your concerns seriously and will take appropriate steps to address the situation promptly.
  
  If you have any further questions or require additional assistance, please do not hesitate to contact us. We appreciate your patience and cooperation in resolving this matter.
  
  Best regards,

  All Star Plumbing & Drain Cleaning

  Customer Answer

  Date: 06/01/2023

   
  Complaint: 20121864
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 06/02/2023

  Good Afternoon,
  
  Thank you for reaching out to us regarding your concerns about the sewer drain line camera work performed by All Star Plumbing. We appreciate your feedback and want to address the issues you have raised.
  
  We have reviewed our records and can confirm that ************** marked the location of the sewer drain line during the visit to your property. We apologize for any miscommunication or delay in providing you with the results. To ensure a swift resolution, we will email you the photos and any relevant documentation from our previous communication.
  
  Regarding the quote provided for the installation of the washer and dryer, we understand your concern about the cost. ************** did suggest more economical options that would have been friendlier to your budget. However, we respected your preference for the specific installation you requested, which contributed to the quoted price. We are committed to offering flexible solutions and working within your budget whenever possible.
  
  We apologize for any inconvenience or misunderstanding that *** have occurred during our previous interactions. Our goal is to provide excellent service and customer satisfaction. We assure you that we are taking your concerns seriously and will take appropriate steps to address the situation promptly.
  
  If you have any further questions or require additional assistance, please do not hesitate to contact us. We appreciate your patience and cooperation in resolving this matter.
  
  Best regards,
  All Star Plumbing & Drain Cleaning

• Initial Complaint

  Date:12/21/2022

  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 contacted Allstar Plumbing on Friday morning, 12/2, because I had water on my kitchen floor. I was told there would be a $67 charge to assess the leak and that fee would be waived if I hired them to correct it (which I did).When the repairman arrived, I informed him that the leak appeared right after I had taken a shower. He checked the dishwasher and under the kitchen sink, but had not yet checked the water heater under the kitchen cabinet right next to the sink, but believed that it was a slab leak. He contacted a restoration company, Entrusted, to come out who quoted me over $3k for water damage restoration/repair; I did not hire themthis sounded like some kind of a scam! Finally, he checked under the cabinet and discovered it WAS the water heater (which should have been obvious and resulted in additional water damage). I had him replace the water heater.The final bill included a charge of $289.56 for a "minor leak detection" (what detection??? It was right under the cabinet!) The bill totaled $2,714.73 to replace a water heater with a retail value less than $900. I requested a refund for the leak detection charge but was told that it couldnt be refunded because the work was (unnecessarily) performed and was refused.Bottomline: It should have been obvious that the leak was from the water heater because I had just taken a shower and feel that the water heater should have been checked IMMEDIATELY and a "minor leak detection" was completely UNNECESSARY.

  Business Response

  Date: 12/21/2022

  We came out and gave all pricing up front with *****************************. She approved all work with signatures. We already refund the $169 which is our family partner plan that she no longer wanted.  We however are not able to waive the $289.56 as that worked was completed and performed at the time of service. 

  Customer Answer

  Date: 12/21/2022

   
  Complaint: 18622183
  
  I am rejecting this response because their entire operation is a scam.  How can they tell me they believed the leak was coming from the slab (under the home) when they never even looked at the water heater right next to the sink particularly when the leak started AFTER I TOOK A SHOWER!
  
  Sincerely,
  
  *************************

  Business Response

  Date: 12/22/2022

  We came out and gave all pricing up front with *****************************. She approved all work with signatures. We however are not able to waive the $289.56 as that worked was completed and performed at the time of service. 

• Initial Complaint

  Date:06/08/2022

  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.

  The date of the service was on Wednesday, 6/1. I called to install a gas valve on the gas pipe behind our gas stove in my kitchen. The man who came, installed the gas valve on the gas pipe and said he would come back to connect the pipe to the stove and make sure it works. On Friday, 6/3, a different man with the company came to install the pipe. They turned on the stove and realized that the pipe was a dead pipe. In other words, the previously tech installed a valve on a pipe that has no gas to it. The company refused to give us a credit or use the $350 we paid to install the valve towards a diagnosis. A diagnosis was going to cost an additional $300, and they would need to tear down my wall. Part of the job when installing the valve, is to make sure there is gas in the pipe or else we wouldn't need the valve. If we knew the pipe was dead, we would not have also changed the electrical outlet (which costs an additional $300) to convert the outlet from an electric stove to a gas stove. When we told the company, they said 'you hired us to install the valve and that's what we did.'

  Business Response

  Date: 07/14/2022

  It is extremely unfortunate that the gas was disconnected to the pipe prior to our visit. We let the client know that there was no way of us knowing it was disconnected prior to the installation of the valve. It would have been the responsibility of whomever (the previous owner, tenant, or person who did the work) disconnected the pipe to let the homeowner know. We quoted and completed the attachment of a valve to a gas line. Upon installation it was determined that the pipe was possibly disconnected at a previous time. We offered resolutions to mediate issue but could not discount service at this time as the valve had been installed as quoted. We are more than happy to help bring gas to the stove.