Complaints

• Initial Complaint

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 17th, 2023 I paid $65 to My Georgia Plumber via Choice home warranty to check out my water heater it needed replacement. Choice home warranty paid them, I paid what was agreed to which was $472.50. Now the 1st time they came out they had a damaged water heater (It was very dented on the bottom) and I told them I was not going to have them install that, Installer got rude as ever and stated to call back georgia plumber. Which I did!!! They stated they will provide me with a non damaged water heater and scheduled a 2nd trip. While the job was being completed the same guy that brought the damaged water heater and had to bring a non damaged water heater was very rude again and stated that he needed to charge me more. I told him that was not what was agreed upon. Two days later they charged my card without authorization for an extra $450.00 which of course I disputed and got back. Now after months, they state I owe $335.54 for things that I do not owe, and again Choice and I have paid agreed amount. I called Choice and they stated that if GA Plumbers have any type of dispute with any payments they should of been reached out to BECAUSE AGAIN I PAID MY PORTION THAT WAS AGREED UPON TO! I have attached the invoice that they sent months after the job was completed.

  

  Business response

  06/11/2024

  We would like to clarify the situation and provide you with necessary information.
  
  Your invoice was submitted multiple times to your home warranty company for payment. Unfortunately, despite our diligent efforts, your home warranty company has failed to pay your claim in a timely manner or has only made a partial payment, leaving a balance owed by you.
  
  According to Georgia's contract law, when parties engage in a contractual agreement for goods or services, the party benefiting from those services is obligated to pay for them. At the time of service, you were informed of and consented to the terms and conditions outlined in our disclosure. This agreement states that while we submit your invoice to your home warranty provider for your convenience, you are responsible for payment if the invoice remains unpaid. Additionally, you provided authorization for My Georgia Plumber to charge the credit card on file for any non-covered charges.
  
  The automatic draft or credit card charge was conducted in accordance with this authorization and after our attempts to collect payment from your home warranty company were unsuccessful.
  
  Resolving this issue with your home warranty company is crucial. Here are some steps you can take to seek reimbursement:
  
  1. Request Cash In ****: Submit the paid invoice to your home warranty provider and request a cash reimbursement. The eligibility and amount of reimbursement depend on your specific policy.
  
  2. File a Performance Bond Claim: Under Georgia law, home warranty companies are required to carry a performance bond. You can file a claim against this bond to recover the unpaid amount.
  
  Please note that My Georgia Plumber is unable to issue refunds for these charges, and any further action must be taken directly with your home warranty company.

• Initial Complaint

  05/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 3.2.2024, I was charged $149.95 for an annual fee for a subscription to their plumbing service. I never requested this service. They provided service to a house I once owned with my deceased husband, ***************************, who passed away on 11.20.2022. The last time this plumber serviced our previous residence was in March 2023. Since my husband's passing, we have moved and since moving I have not requested service or has had any plumbing services from this plumber, who was known as *******'s Plumbing Service in 2023. I have called their number at ************ to request a refund on 3.4.2024, 3.11.2024, 3.12.2024, 3.14.2024, 4.5.2024, 4.24.2024, 4.29.2024, 5.6.2024, 5.10.2024, 5.15.2024, and 5.17.2024, and was told each time that my refund is processing but I have not received my refund yet and it is 5.25.2024. I never asked for this subscription, and I would like your assistance in acquiring my refund. I have been told the request for my refund was on the desk of their "receivables" ***** I even emailed the receivables **** at ************************************** (which is the email their customer ********************** provided to me) on 4.25.2024 and I never received a response from my email either. I have also been told that the receivables person was on maternity leave and has returned but there was a backlog they were catching up on but that should have been cleared a while ago and still, no refund. I have asked to speak to their office manager, ****************, and even told that my supervisor request would be elevated for her to call me right away, and still no response. When they deducted these funds from my checking account, using my debit card that they had on record from the March 2023 work they completed at the previous house, they took funds that I needed to pay a bill and never returned my money as they said they would. Please help me.

  

  Business response

  06/11/2024

  I am trying to research your request, but you did not provide a phone number or address and your name does not populate in our system.  Could it be under a spouse's name or could you provide the address?  

• Initial Complaint

  02/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Choice Home Warranty (**********************************) assigned my claim to My Georgia Plumber and gave me an appointment day and time and said I had to pay the $75 copay at time of service. My Georgia Plumber (***************************************) texted me and said I do not have an appointment day or time but that they had to run my credit card for $75 before they would schedule an appointment for me. I gave them my credit card number thinking they would just hold it until services were rendered or until I at least had an appointment time! They ran it right away, and said they would give me an appointment time in a couple of days. Within ***************************************************************************************** they would give me an appointment - I told them to cancel my service and refund my credit card. They said "trade fees are not refundable". I immediately called Choice Home Warranty and told them what happened. Choice Home Warranty canceled the "fake appointment with My Georgia Plumber" and reassigned my claim to another plumber who came out and did the repair. I never had an appointment with My Georgia Plumber. They never came to my house. My service claim was cancelled both by me and my Choice Home Warranty within minutes of them running my credit card. I asked My Georgia Plumber to refund my credit card, but they refused.

  

  Business response

  02/14/2024

  Dear **************,
  
  We have reviewed your complaint regarding the handling of your service claim, and we must clarify several points.
  
  At the time of appointment setting, a confirmed appointment date was indeed provided to you. Contrary to your assertion, the appointment was not "fake" nor was it delayed; it was a legitimate scheduled appointment.
  
  Our policy regarding the collection of the appointment fee at the time of scheduling is standard practice. This is done to validate the card and ensure a smoother process for both parties involved. We cannot hold credit card information without processing it, as this would compromise the security of sensitive financial data.
  
  Regarding the refund of trade service fees, it's important to understand that these fees serve a specific purpose. In the event of cancellation and transfer, as was the case with your claim, the homeowner is not required to pay a new trade fee to the new contractor. Instead, the fee is transferred from us to the new company as mandated by your home warranty provider. Therefore, refunds of trade service fees are not provided, as they are effectively transferred to the new contractor.
  
  While we regret any inconvenience you may have experienced, we stand by our policies and procedures, which are in place to ensure fair treatment for all parties involved. If you have any further questions or concerns, please do not hesitate to contact us.

  Customer response

  02/15/2024

   
  Complaint: 21275828
  
  I am rejecting this response because:

  They did not set an appointment, they said they would call back in 2 days to set an appointment.

  Please have them provide proof that they scheduled an appointment.

  I did not authorize them to run my credit card, only to hold the number until time of service.

  Please have them provide proof that I authorized them to run my credit card.

  This is not standard practice, in fact, it is against the law and I have reported them to the FTC.

  The credit card charge went directly to them and is still with them.  It was not transferred anywhere.

  Please have them provide proof that they transferred these funds somewhere else.

  Sincerely,
  

  
  ***************************

  

  Business response

  02/27/2024

  Dear Ms. ********* style="color: rgb(0, 0, 0); font-family: proxima-nova, Verdana, sans-serif;">
  We have reviewed your complaint regarding the handling of your service claim, and we must clarify several points.
  
  At the time of appointment setting, a confirmed appointment date was indeed provided to you. Contrary to your assertion, the appointment was not "fake" nor was it delayed; it was a legitimate scheduled appointment where you provided your credit card information to pay for the trade fee as required by your home warranty company.  Our policy regarding the collection of the appointment fee at the time of scheduling is standard practice. This is done to validate the card and ensure a smoother process for both parties involved.  There was nothing illegal or improper with this transaction.
  
  Regarding the refund of trade service fees, it's important to understand that these fees serve a specific purpose. In the event of cancellation and transfer, as was the case with your claim, the homeowner is not required to pay a new trade fee to the new contractor. Instead, the fee is transferred from us to the new company as mandated by your home warranty provider. Therefore, refunds of trade service fees are not provided, as they are effectively transferred to the new contractor.
  
  We stand by our policies and procedures, which are in place to ensure fair treatment for all parties involved. If you have any further questions or concerns, please do not hesitate to contact us.

  Customer response

  02/28/2024

   
  Complaint: 21275828
  
  I am rejecting this response because:
  

  Again, I did not give you permission to charge my credit card without an appointment.

  Again, when I saw that you ran my credit card anyway, I requested a refund within 30 minutes.

  Is it your policy not to issue refunds to services cancelled within 30 minutes??

  Please let me know so I can cut and paste your response on social media.

  Maybe people won't be ok with you refusing to give refunds for cancelled service - especially within 30 minutes.

  Maybe they will do the smart thing and just not schedule service with you and choose a non-lying fair, ethical company instead.

  Sincerely,
  

  ***************************

• Initial Complaint

  02/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Faucet-Leaking Plumbing System 10/11/23 *********************** there is a leak under the kitchen and the faucet is lose and it is leaking. In addition there is bathroom faucet in the all bathroom that is leaking as well.Claim Updates 10/12/2023 03:15 PM My Georgia Plumber has been assigned to your claim and an appointment has been scheduled for Thursday October 19th, 2023 between the hours of 11:00 AM and 03:00 PM. Please make sure someone is available at the covered address at that time. For your reference the phone number for My Georgia Plumber is **********. Upon the technicians arrival you will be required to pay a $60.00 service call fee.10/17/2023 07:20 AM Please cancel this claim 10/17/2023 07:20 AM (10/17/23 11:04 AM) ES *************************: Thank you for your email. Please be aware that we have canceled the appointment and the claim has been closed per your request. Thank you for being a valued customer of Choice Home ***********/**/********** PM This claim is not currently being dispatched to the *** Vendor Network. If you have any additional questions or feedback, please reply below.

  

  Business response

  02/14/2024

  Dear ***********************,
  
  Thank you for reaching out to us regarding your plumbing issues. We understand your concerns and are here to assist you.
  
  Upon reviewing the details of your claim, it appears that My Georgia Plumber was assigned to address your plumbing needs. An appointment was scheduled for Thursday, October 19th, 2023, between 11:00 AM and 03:00 PM, and you were informed of the service call fee.
  
  However, it seems that you requested the cancellation of the claim on October 17th, 2023. We promptly processed your request and canceled the appointment as per your instructions. Your claim has since been closed.
  
  Please note that any additional questions or concerns regarding your claim should be directed to your home warranty provider, as they manage the dispatching of claims to their vendor network.
  
  Additionally, we would like to clarify that trade service fees, once processed, are non-refundable. This policy is in place due to the nature of our arrangements with home warranty providers and the transfer of fees to new contractors in the event of claim cancellation.
  

  Customer response

  02/14/2024

   
  Complaint: 21259804
  
  I am rejecting this response because:

  I have never been told about the refundable policy.

  I called every week for the last 4 months.

  Not only me was following up with the account department even the agent followed up with them and they agreed to refund my money since 19th october Jan2024.We have sent numerous mails to account/receivables regarding this. Every time i used to call agent they agreed to me about me about the refund. That means even they are not aware of any policy like me.

  As far as i know your agent never mentioned to me about the non-refundable policy when they were charging my card.  You should have informed me before charging my credit card. 

  Just for $60. I have spent almost 1 hr every week for the past 4 months.so total16+ hrs i have spent for follow up. I would request the company to provide all email communication as well as recorded calls for support.

  If you have any documentaion in which i have agreed to your non refundable terms then please provide that or else refund my money. I  haven't dealt with such company who doesn't have moral ethics and don't value their customers. 

   

   

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

  

  Business response

  02/18/2024

  Unfortunately, this is the process of the home warranty you have chosen.  At this point you will need to contact them.  

  Customer response

  02/18/2024

   
  Complaint: 21259804
  
  I am rejecting this response because:

  I paid to you not my warranty company. For your information i did spoke to them 4 months ago regarding this as per the direction by Georgia plumber and they told me that since you Georgia plumber has taken money so I need to get it from you.

  Let me ask Why are you keeping my money which is actually not yours. I feel who keeps others hard earned money won't go far ahead in their business. 

  I feel this company doesn't have values, ethics, integrity . I won't stop until you refund my money.

   

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

  

  Business response

  05/10/2024

  Please see previous response.  There has been no updates from your home warranty company.   

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a policy with My Choice Home Warranty. My Georgia Plumber came to my house informed me that I have a leaky faucet and need a new one. They recommend I contact Delta faucet to obtain a new one as mine is under lifetime warranty. I received a new faucet and attempted to have them complete the claim. They first charged my $113.00 for a new generic faucet even though I had procured one per their recommendation. They then tried to charge me $85 for a return trip, which is already covered by my warranty. I called them every day for two weeks leaving voicemails and did not receive a single response. I reached out to to the owner with no response. I filed a new claim with My Choice Home Warranty, which unfortunately got picked up by My Georgia Plumber and when I tried to rectify the situation they hung up on me. This business is trying to ***** customers for work already paid for and under a policy and refuse to even speak with me.

  

  Business response

  01/12/2024

  I am informing you that we have canceled your work order for service. Due to recent incidents of inappropriate behavior towards our employees, it has become necessary to prioritize the safety and well-being of our team members. Refusal to following policy and procedures laid out by your home warranty, treating our employees poorly and now stalking them on their personal cell phones is in appropriate and unacceptable. We understand your need for service, but we cannot tolerate any form of harassment or stalking towards our staff. As a result, we must respectfully decline to provide further service to you. We have also notified your home warranty provider of this behavior and actions taken. We recommend seeking assistance from another service provider to meet your needs. Have a good day.

• Initial Complaint

  12/01/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Please see the attached document. I have written narrative as well as provided screenshot information to support my complaint and request for return of funds.

  

  Business response

  12/04/2023

  In response to the customer's complaint, we promptly processed a refund for the initial deposit related to the work completed. However, there was a misunderstanding regarding the $150 charge for the original service fee. After conducting a thorough review of the complaint, our office (in error) issued a refund for this fee as well.
  
  It's important to clarify that the $150 service fee is intended to cover the cost of dispatching a trained technician with a fully stocked truck to the customer's home. This technician's role is to evaluate the issue at hand and provide a solution. Therefore, the service fee is a standard part of our process.
  
  In light of these actions, both charges have been refunded as requested. If you have any further concerns or questions, please feel free to reach out to us. We appreciate your business and are here to assist you.

  Customer response

  12/08/2023

   
  Complaint: 20946100
  
  I am rejecting the response sent by My Georgia Plumber. Please see the Word document for details and screenshots.

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

  

  Business response

  12/20/2023

  Yes, I have confirmed that the refund has been processed on our end.  Is there anything else you would like us look into?

  Customer response

  12/20/2023

   
  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

  11/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Upon 10/24/2023 I used Choice Home Warranty for a plumbing issue. The appointment was set for 10/24 from ****pm. Georgia Plumbing sent a text stating from ****pm which they were aware that I wouldn't be home. But their excuse was they are an hour away from me and have many contractors on call. So I cancelled the service call altogether. Even though I was at work as I told them I would be, they decided to come out anyway. They also had the nerve to send me a how did we do survey. I called and told them that the service was never done, never stepped foot in the house, and never made a diagnosis. I requested a refund of the service fee. They said at first it wasn't a problem and then they switched it up and said I would have to call Choice Home. Choice Home re routed me to My Georgia Plumbing in which they will not respond. It is on record with Choice Home that the issue is ongoing.

  

  Business response

  11/27/2023

  Unfortunately we do not have any records of this homeowner requesting to reschedule or cancel his appointment.  He could have done this by text message, email, online or by phone.  His home warranty company declined paying the missed appointment fee, which would be his responsibility.  There is no refund due at this time.  

• Initial Complaint

  10/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My Georgia Plumber accepted a claim from my Home Warranty to fix our Sump Pump. They came out charged me the $65.00 service fee and proceeded to fix the sump pump. Instead of charging Choice Home Warranty they charged my card $246.85 on 9/5/23. They were not supposed to do this since this was a Home Warranty claim and they get paid by the ********************** I've attempted to contact them on several occasions. I have left voicemails and have now sent two e-mails with no response form My. Georgia Plumber. I have a note from Choice Home Warranty that they spoke to a representative from My Georgia Plumber who stated they would be refunding me the $246.85 in 15 to 30 business days. This e-mail was sent to me on 9/14/23. It's been well over 30 days and still no response from My. Georgia Plumber

  

  Business response

  11/15/2023

  We appreciate you taking the time to share your recent experience with My Georgia Plumber, and we understand your frustration regarding the charge of $246.85 on your card. We want to address this matter with utmost seriousness and clarity.
  
  While we do work with home warranty companies to assist homeowners in resolving their plumbing issues, it's essential to clarify that homeowners are ultimately responsible for any costs of repairs that are not covered or paid for by their home warranty policies. In your case, your ********************* has only paid a partial amount of $110 to date, leaving a substantial portion of the claim unpaid.  The $246.85 you stated in your comments was for your out of pocket expenses that were due at some point during the claims process.  We understand your home warranty company stated they would pay this portion, but to date we have not received that payment from them.
  
  Rest assured that we have resubmitted your claim.  Once the outstanding balance has been paid any overage will be refunded to you.  However, should your home warranty fail to pay the resubmitted claim, you will be responsible for any outstanding balance and a refund will not be issued. 
  
   We appreciate your patience during this process, and we value your business. Our goal is to provide high-quality plumbing services and address any issues promptly. If you have any further questions or concerns, please do not hesitate to reach out to us directly.
  
  

• Initial Complaint

  10/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  First I was charged roughly $4250 for work that was not completed. I did not give permission to have my payment information stored and I requested it to be removed, which is wasn't.I decided to not have the work finished for various reasons. I reviewed the invoices, estimates, and change orders. The additional work and the work that wasn't completed balanced out. I got an invoice that still had the work I did not get done on it and I asked it be revised. I never got a response to that email or another estimate. I assumed it was done and went on to finalize my insurance claim. During the next few weeks I did not get an estimate or statement stating I had a balance, nor was I informed when I called about another thing I needed help with. The only statement I got was for the home care club renewal. I called and asked for that to be cancelled since I was moving, and again, no mention of a balance. Around Sep 7 I was charged $1300 with no notice that I owed money, no notice that money will be deducted, and no payment receipt. To make matters worse the card charged was not even mine. I borrowed money and it was their card . I spoke to various individuals and nobody could tell me what this charge was for, not even the manager. I was told that I would have to speak to the owner. They also would not refund the money and told me that disputes would result in a $150 charge. I called multiple times over the new few weeks and never got a call back. I even went in person and was told by the manager that she will have the owner call me. That was over a month ago. Around Oct 25 $150 was charged. This transaction was supposedly for the membership I requested to cancel. I still have not gotten the refund I requested. I still have not gotten a call back from the owner for the $1300 charged. Around $4500 was quoted to pour concrete, that I paid for but did not get done, and $4500 for the additional work. No additional estimate was given. The account should have balanced.

  

  Business response

  11/15/2023

  We greatly appreciate your thorough explanation of the situation, and we are committed to addressing all aspects of this matter comprehensively.
  
  Based on the additional information you provided, it is clear that there were modifications to the project's scope and payment terms after we initially completed our work. We acknowledge that you informed us of your intention to have your contractor remove the poured concrete, and we accordingly adjusted the project cost to accommodate this change. We provided you with a credit for that portion of the work, which you agreed to at the time. It's important to note that we stored your credit card information at your request when we arranged the payment, and this adjustment was made in good faith, in alignment with your preferences.
  
  Furthermore, we understand that you requested payment arrangements while waiting for your insurance check, and we made every effort to accommodate your financial needs as best as we could, which you duly acknowledge.
  
  However, when it was time for you to fulfill your end of the agreement, we experienced difficulty reaching you, and no additional payment arrangements were made. Consequently, your card was charged as per our agreed-upon terms. It was only after this charge that you contacted our office and contested the amount. As per our company policy and the terms and conditions you agreed to at the time of service, a $125 administration and collection fee is applicable for any returned payment, declined transactions, or disputed credit card charges.
  
  At the time of service, you also enrolled in our membership program to benefit from service discounts. You were well-informed that this was an annual membership that would automatically renew. Throughout your membership term, you received email reminders to schedule your complimentary services, notifications of exclusive member savings, renewal reminders, and a paper invoice for your renewal. The renewal reminders explicitly stated that, for your convenience, renewal fees would be charged to the card on file if you did not cancel or provide an alternative payment method. Since you did not respond to these renewal notifications, and in accordance with the terms and conditions of the membership you purchased, your card was charged for the renewal.
  
  At every juncture, our company has upheld its commitments and contractual obligations, going above and beyond to assist you during your financial difficulties. We believe that the portrayal of this situation does not accurately reflect our efforts.
  
  I will promptly contact our accounting department to ensure the cancellation of your membership and the refund of membership dues. However, it's important to note that there is no refund due for the completed work that was carried out.
  
  
  

• Initial Complaint

  10/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They auto-renewed my ************** Membership, something I didn't even know I had. For a job they did in late December 2022. We're in October ********************************* $149.95 for a renewal, 2 months before it was supposed to renew. No notification, no nothing. When I asked them about this they said they don't know why I was charged but I will have to wait 30 days to get a refund. This is completely unacceptable and illegal. Now I have to fight with my bank to dispute this claim. I do not want to wait 30 days to get a refund!

  

  Business response

  12/04/2023

  We understand your frustration and concerns regarding the recent renewal of your ************** Membership, and we appreciate you bringing this matter to our attention. While we apologize for any inconvenience you have experienced, we want to provide a clear explanation of the situation and the actions taken.
  
  Our records indicate that you became a member of our ************** when you purchased your water heater in late December 2022. As a member, you received various benefits, including significant discounts for your purchase, emails, and phone calls to schedule free services throughout the year, a welcome email, email with information about financing and price matching, reminders for your free services, as well as reminders about the upcoming auto-renewal.  In addition, you also were sent a paper invoice advising of the upcoming auto renewal.  It is important to note that the auto-renewal feature of your membership was part of the terms and conditions when you initially enrolled.
  
  Upon your recent inquiry about the unexpected renewal charge, we acknowledge that there may have been some miscommunication in our response. We understand your frustration with the 30-day refund process, and we will ensure that such issues are addressed promptly and with greater clarity in the future.  As of this date, we have canceled your ************** Membership, and the dues have been refunded in full. Please allow a few business days for the refund to reflect in your account.
  
  If you have any further questions or require additional assistance, please feel free to reach out to our customer ********************** team. We are committed to improving our services and ensuring your satisfaction.
  
  We appreciate your feedback and your business. We will take your concerns seriously and work to avoid similar issues in the future.

*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. ↩