Complaints

This profile includes complaints for Steve's Plumbing Service's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Steve's Plumbing Service

  96-1225 Waihona St Ste A Pearl City, HI 96782-1979

• 

  Steve's Plumbing Service

  74-5587 Alapa St Bldg A Kailua Kona, HI 96740-1623

• 

  Steve's Plumbing Service

  270 Lalo St Ste 101 Kahului, HI 96732-2974

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:02/13/2023

  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 called *****'s plumbing on Friday and was given a 12:00-3:00 window on Saturday. At about 1;00 on Saturday during that window, I was told that the technician would be late and would a 3-5:00 window be acceptable. I agreed. Inside the 3-5:00 window, I was told that the technician would not make it at all. I was offered a time the next day, Sunday. On Sunday, the quote for the job was $410. I had the same job done for $150 by the next person I called that same day. It was about a half an hours work for one man. It required no special machinery. This goes beyond overpricing. This is dangerous for the community to have an obscene pricing quoted especially when it may be an emergency call from an unsuspecting homeowner. The very technician that was here was pleading with his manager to reduce the price quote. To no avail. Couple this with their evidently lack standards for keeping appointments, and I would suggest this may be a predatory business for our community.

  Business Response

  Date: 03/01/2023

  **************,

   

  Thank you for sharing your feedback with us. Your time is valuable and I'm very sorry to hear that we did not make it to your home within the service window as promised, emergencies do come up. We put customer satisfaction as our top priority and sounds as if we have missed the ***** please accept our sincerest apologies. Our pricing are accurate for the quality of work our customers receive. We charge by the job and not by the hour so you will know the price before we start, there are no hidden fees and no obligation if you decide to decline our services. In the event if there is ever a concern we are more than happy to see what we can do. We would appreciate another chance to earn your business if and when a plumbing and or A/C issue arises. 

   

  Please feel free to reach out to me directly at ************ for any questions or concerns.

   

  Respectfully,

  ********

• Initial Complaint

  Date:02/06/2023

  Type:Customer Service 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.

  On January 6th 2023 *************************, a technician from *****'s ************************* Services, came to my home to assess our plumbing issues. He determined that we needed 2 toilets fixed (Fill valve and flappers) and a new kitchen faucet. He quoted $ **** to which I signed. He neglected to give me an invoice, but I thought I would collect it when he finished the job on the 9th of January. He said it would be $1350 and $150 more was for the year Ohana plan. I told him he had forgotten the invoice or receipt and that I had called the office for it. ****** said that it was because he hadn't written it yet. He left and I then called the office again for receipt. They sent me a receipt showing that I owed zero but not itemized. I called again and they had technician call me and they told me they do not itemize. I asked how they came up with prices and they said they had flat rates. I said, ok, show me the cost for flat rates. Then they sent another invoice on the 12th of January that listed quantity of serv ices done including, digging, excavate and chop concrete. Which was never done. And still no itemization of cost, just a total that I paid. I spoke to ***** who said again they do not give receipts. And she said digging and excavating was an accident and should have been a faucet replacement. She then gave a cost of $600 dollars for the digging etc but then said it was meant for faucet replacement. she said toilets were 276 and my Ohana plan was $276.44. I was confused because was told was $ 150 and I would never use them again because I can't get a simple request of a receipt. I had originally spoke to ****** before ***** and ****** asked if giving me back the Ohana plan would make it all go away. ***** then let me know that I could still have use of ohana plan, and they sent me a check for the refund. I was happy to get it back, but I still just wanted to see how the money was allocated. On January 24th, they sent me a receipt still not itemized.

  Business Response

  Date: 02/16/2023

  ***** ****, 

   

  Mahalo for bringing this matter to our attention. Here at *****'s Plumbing & A/C Service we charge by the job and not by the hour. Unfortunately, ****** did not update the invoice to reflect what was completed at the time of the service, however an updated invoice of said completed work was sent over as requested, please accept our sincerest apologies. We are a no surprise company, which means we believe in giving you options upfront so that there is never a concern about what is going to cost, due to pricing not being broken down by parts vs labor we are more than happy to provide a breakdown sheet so that you feel comfortable with our services. Please feel free to email us at *************************************************************************************************************. 

   

  Respectfully,

  *************;

  Customer Answer

  Date: 02/16/2023

   
  Complaint: 19345016
  
  I am rejecting this response because: I originally told business if they charge by the job then show me the charge. X amount for toilet and X amount for Faucet, but it was never sent. I still do not have a receipt in my possession. They appear to be blaming the technician, which is what they did to begin with.  If they stand by their charges, then please be transparent and send me an invoice with a clear description of those charges and how they came to the total. I am not asking for money back. I was the fool who paid it and I accept that, But I deserve a receipt!! It shouldn't take months to get one. That is not a good sign.
    
  Sincerely,
  
  ********************************

  Business Response

  Date: 03/01/2023

  **************, 

   

  As stated in previous response that here at *****'s Plumbing & A/C Service we charge by the job and not by the hour and do not provide itemized receipts. Please feel free to give our office a call at ************ or if you prefer please email us at **************************************************************** for any questions or concerns. We will be more than happy to see what we can do for you. 

   

  Best Regards,

  *************;

  Customer Answer

  Date: 03/07/2023

   
  Complaint: 19345016
  
  I am rejecting this response because:
  

  It is my understanding that by law, that for any purchase or service over $75 a business is required to provide a receipt. If you do not itemize but charge by the job, fine, provide me with the charges per job. Unless you are telling me that it is $1300-1500 dollars for any job, regardless of the job. In other words, are you saying that to excavate for a leak in the yard costs the same as fixing 2 toilets. If it is $276 per toilet, write it down. If a kitchen faucet is $600 write it down.
  Sincerely,
  
  ********************************

  Business Response

  Date: 03/10/2023

  ***** ****, 

   

  I totally understand where you're coming from and will try my absolute best. Our records indicate an invoice being sent reflecting of said completed work at the time of completion. Please check your email and feel free to reach out for any further questions you may have. I apologize again for any inconvenience that this may have caused you. 

   

  Have a great rest of your week!

   

  Respectfully,

  ********

  Customer Answer

  Date: 03/16/2023

   
  Complaint: 19345016
  
  I am rejecting this response because: I am rejecting this response but DO NOT WANT TO KEEP GOING ROUND AND ROUND. Therefore, I would like to end our correspondence. I cannot click accept because it is unacceptable that the company has just tried to make the figures fit. When I first asked for a receipt, I was told that I would be called back in 24/48 hours. This occurred at least 4x's. I was told to speak to Technician, which I did twice. I then went through BBB and we went round and round. How do you justify charging the same amount for digging, excavating and chopping concrete as putting in a kitchen faucet. I was told that the technician plugs in a job and the computer spits back a cost. Then I was told oh, that was a mistake. I was initially sent 2 invoices with jobs done, no money allotted per job, and amount owed zero. Then I was given back money for an ohana program that I thought was $150 and they gave me back $276. I just don't care anymore and want to move on. Thank you to the BBB for trying to Mediate. Please close my case.
  
  Sincerely,
  
  ********************************

• Initial Complaint

  Date:02/03/2023

  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. We purchased a water softener from Steves in 2022. A few months later the service light was blinking. **************** came out and said the manufacturer required professional service every 4 months on the unit, and tried to sell us a club membership warranty plan. We made it clear we did not want a membership but just wanted him to fix whatever was wrong. He said he didnt know how to write an invoice for that. Finally he agreed to just charge us for the days service. 2. After he left we got an email containing the invoice. It charged us $460.73 for a ******************* Membership and contained no description of any work that had been performed. 3. We immediately contacted *************************************, the *********** manager. She promised that ******* is currently working on an updated invoice to reflect completed work which she would send us as soon as that is complete. Despite many follow up emails and calls, we still have never gotten that invoice. 4. We contacted the manufacturer and found that it did not require professional service every 4 months but merely wanted us to pour a bottle of cleaner into the unit. 5. On 1/12/23, I emailed, I suspect he performed no work at other than pouring a $14 bottle of cleaner into the unit. Is that why you have never sent the invoice you promised? ******** replied, Yes, that is correct. ******* has revised your invoice a few times due to lack of details. She promised again to send it, but never did, and now has stopped responding to my emails. 6. We would like a refund of the portion of the charge that was for the club membership and an explanation of what work actually was performed, if any was performed.

  Business Response

  Date: 02/08/2023

  ***** *****, 

   

  We thank you for bringing this matter to our attention and I apologize that you did not receive an updated invoice as promised. In good faith a full refund of $460.73 will be given due to customer satisfaction. I deeply apologize for any inconvicence that we may have caused you. An updated invoice of completed said work has been sent to your email as of today. Please feel free to respond back to my email to reconfirm the name and address for the refund check to be sent to. We value your feedback and hope to hear from you soon!

   

  Please feel free to give me a call directly at ************. 

   

  Respectfully,

  *************;

• Initial Complaint

  Date:01/17/2023

  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.

  We called *****'s Plumbing for a sudden leak we thought was our problem on Dec. 12, 2022. Here is a synopsis of the events that followed:-Day of, technician came, did an inspection, cut into our walls, and identified what he thought was the cause of water saturating our floors. His diagnosis is mentioned on invoice #********.-We were charged $2,266.18.-In the days that followed, water got worse and problem clearly was misdiagnosed. Called them back, and another technician did a more accurate inspection and found the water to be leaking from our neighbor's unit. A corrected invoice, #******** documents this.-Her fix was only about $900+ despite it being the source of the problem.-Upon closer review, we were charged membership fees and other items that the company says they cannot provide an itemized breakdown for, something our insurance needs.-I've since been in contact with the company requesting a refund for the entire transaction. In late December, the company issued a partial refund for the work, 50%, for a total of $1,133.09.-Our insurance doesn't cover the full original invoice, so I went back to them requesting the remaining 50%.-*****'s motto, which is documented in online advertisements that I can provide as needed, is, "At our business, it's done right, we make it right, or it's free."-As of Jan. 17, 2023, the company refuses to issue a refund for the remaining balance, which I feel is against their documented motto. A 50% refund does not make it right as we have thousands of dollars in damage and repair from their shoddy work.-Furthermore, the initial diagnosis on the 12/12/22 invoice is incorrect, which should invalidate the entire contractual work agreement. We paid for a fix we were told was the problem -- which was not in fact the problem. All because of an improper inspection and unclear pricing with hidden fees.-Their improper work also delayed the mitigation process, further causing more damage.

  Business Response

  Date: 01/24/2023

  ******************,

   

  Thank you for bringing this matter to our attention. Here at *****'s Plumbing & A/C Service pricing is given to you upfront with no hidden fees. As a customer of *****'s there is no obligation if you decide to decline the service as we provide options for you to choose from. You will then sign off acknowledging the amount and the type of repair recommended. We walk and stand by our motto "If it's not done right, than it's free". We do what we say we will do and hold ourselves accountable. In good faith and as discussed in a previous conversation, *****'s Plumbing & A/C Service as promised will refund an additional $800. We thank you for your business and are very glad that we were able to consider this matter resolved. 

   

  Please allow your refund 5-7 business days and feel free to contact me directly at ************. 

  Respectfully,

  *************;

   

• Initial Complaint

  Date:12/09/2022

  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.

  In mid July we had *****'s Plumbing Maui out to our condo to give us an estimate for a repair of a dripping shower head. Our building super had been out and advised it was likely a handle cartridge, and the water stack would need to be shut off to repair. ******* from *****'s came out and advised it was a tub filler causing the leak and he could replace it while there. We accepted his offer, paid for the work, but when we arrived at the condo on July 27th the shower was still leaking. We advised *****'s and they sent out a tech to access and advised us the shower would need to be demoed and all plumbing would need to be replaced. We advised we were planning to replace the shower in a few months and we would consider their estimate. We asked for a refund for the unnecessary tub filler replacement and it took many weeks and many calls to finally get someone to refund the poor work in mid Aug. Sep 7th we were notified by the downstairs condo, there was a leak coming from our unit into their shower. We contacted a different plumber (as we were so unhappy with the previous experience with *****'s) and they diagnosed the problem to be the incorrectly installed tub filler. He repaired the problem and no further leak was detected. We had a new shower install scheduled and waited until complete to contact *****'s to repair the ceiling in the downstairs unit. *****'s came out in early Nov and looked at the problem in both our condo and the lower unit. *****'s to date refuses to contact me with any information even after I have called and emailed them. We have lots of documentation to support this.

  Business Response

  Date: 12/19/2022

  ***** ***, 

   

  It saddens us to hear about your experience with us and we definitely want to make things right! We are taking a very serious look into this matter and will be getting back to you as soon as possible.

  Please feel free to contact me directly at ************.

   

  Regards,

  *************;

  Customer Answer

  Date: 12/19/2022

   
  Complaint: 18551110
  
  I am rejecting this response because:

   

  I have not received any resolution to this issue.  ******** asked me to provide documentation for this problem on 12/12.  We have not heard back yet other than to say they received my email on 12/12.
  
  Sincerely,
  
  *************** *****

  Business Response

  Date: 01/06/2023

  Aloha Liz,
  
  We apologize for our delayed response to your issues. I tried reaching you out today and left you a voicemail. Unfortunately, our Office Manager ******** is out today and she's taking over your complaint. I will follow up with her to relay an update as soon as possible.
  
  Thank you for your patience and working with us to resolve this issue. Mahalo again.
  
  Respectfully,
  
  Diana 

  Customer Answer

  Date: 01/11/2023

   
  Complaint: 18551110
  
  I am rejecting this response because: *****'s plumbing declined to resolve the issue and repair the damage their technician caused when he replaced the tub filler (unnecessarily), and then it subsequently leaked and damaged the ceiling of the unit below us.  They have now asked us to provide receipts from the repair we were forced to pay for upfront.  The work will be completed in 2 weeks, but they are still t advising they may not pay for anything.  This has gone on for months and taken many hours of my time to resolve.  Extremely poor customer **********************!

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

  Business Response

  Date: 01/24/2023

  ***** ***, 

  We understand your frustration and would like to see what else we can do to make things right, as we stand by our company motto if it's not done right then it's free.  As mentioned in previous email to send over receipts and or documentations of said completed damages by another company so we can see what we can do. Here at *****'s Plumbing & A/C Service we put customer satisfaction as our top priority. 

  Looking forward to hearing from you!

   

  Respectfully,

  *************;

  Customer Answer

  Date: 02/05/2023

   
  Complaint: 18551110
  
  I am rejecting this response because:

  I spoke with *****'s and they advise they will send me a check and I advised I will withdraw my complaint when I receive the check.  I have not received the check yet.
  

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

  Business Response

  Date: 02/16/2023

  ***** ***, 

   

  Mahalo for your patience and I apologize for the convenience. Refund check has been cut and mailed out yesterday. You will be receiving by early of next week. 

  Please give our office a call and or email if refund check hasn't been received. 

   

  Respectfully,

  *************;

• Initial Complaint

  Date:12/08/2022

  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.

  On 15 November, *****'s Plumbing came to isolate the cause of a leak from my unit (C901) into the unit below me (C801). The bathroom that was assumed to be causing the leak in my apartment had not been used for 6 days prior to the appointment. The plumber said he found a leak in the drainage pipe below my shower and that the water was coming from the shower. I told him that I found this hard to believe since I had not used it in 6 days. He insisted and outlined 3 payment options for the repair. I selected the $2,716.96 option with a warranty and additional care. He tole me that this package would include drywall replacement. He replaced the drainage pipe but failed to perform a water test where someone stepped into the shower with water running to simulate use. He never stepped foot into my apartment. No repair man came to fix the drywall.A day later C801 told me that there was still a leak. I had still not used the shower since the repair. I called *****'s plumbing to reschedule for the next day. I waited all day from 8 am to 5 pm with their dispatch calling me 3 times to push back arrival times an then cancel. I rescheduled for the next day. I again waited all day, but only from 8 am to 230 pm due dispatch calling to delay and then finally cancel. I again rescheduled. This time i had to wait from 8 am to **** due to the plumber having to go to a company meeting. Dispatch delayed the showtime twice.Upon arrival, the new plumber critiqued the work of the previous plumber and said that there was a crack in the shower pan and it would need to be replaced entirely. I also informed him that I had not used the shower for now 12 days. Later that night C801 told me the leak was still present.A manager has taken over 2 weeks to make a decision on a refund. Myself and C801 lost 2.5 days of work time waiting on *****'s Plumbing with no fix to the water leak.I hired another plumber and they found the leak (not from my shower) and repaired it within 4 hours for $750.

  Business Response

  Date: 12/12/2022

  ******************, 

   

  We are truly sorry and very sadden to hear that you had an unpleasant scheduling experience with us. We are very committed to providing all customers with the best quality service there is. We are taking a very serious look into this matter and will be getting back to you as soon as possible. We apologize for any inconvenience we have caused you. 

   

  Thank you,

  *************; 

• Initial Complaint

  Date:11/02/2022

  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.

  My float in the toilet needed to be replaced, I called Steves Plumbing to fix it. The price was more than I can afford but agreed to have them replace the toilet fill valve. They replaced it with no problems but, the next day I saw water along the molding on the floor and water around the base of my toilet. I pulled out the molding and dried the water but around the toilet I am still wicking up water. The water is clean no order so I knew it wasnt from the toilet. The two guys didnt turn the water off and never mentioned anything about that. When they left, things looked okay. They came on August 28,2022. I called and complained to the operator. But needed to report this for information only as I am still wicking up water from the base of my toilet, November 1st. Never calling them again or recommend them.

  Business Response

  Date: 11/03/2022

  ***** *****, 

   

  Thank you for bringing this to our attention. We value your feedback and would like to see what we can do. Our records indicate that you called in on 9/25/22 to report the water leak. Our Representative offered to send the technician back out to your home to make it right, however you declined. The repairs that have been completed is still within the warranty and we would appreciate the chance to come back out to take care of that for you. It is our motto to make it right! I recently reached out this afternoon and left a voicemail hoping that we could connect. 

   

  Please give our office a call at ************ or if you prefer you can reach me at *****************************************************************. 

   

  We hope to hear from you soon!

   

  Respectfully,

  *************;

  Customer Answer

  Date: 11/04/2022

   
  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:10/31/2022

  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.

  Establishment has avoided 5 times to provide warranty Information on HVAC Unit that was installed. Completely overinflated pricing that was $3-7kmore than any competitor in ******. Just took my money and installed a unit with no follow-up, $750 instant rebate from HE that I am entitled to, and charged my spouse for erroneous add-ons "Deluxe Package". I wish they could come and take this u it back and refund me. I would do it my self. I am fine being price- gauged so my family can have coil air while I was away for 5 months, but not even a follow-up.plus they made an easy $2,000 with the **22 they reclaimed from my unit. I have been in this industry for 19 years and hold various professional certifications that validate the authenticity of what I am stating. Original problem was compressor cycled and had a leak in the system. Option wasn't provided to spouse to repair leak and charge with **22 ( $100-$200) per lb average for HI. I hope they rebutt with the generic charge per job and sorry you were not happy. That will be the first interaction with this company since install.

  Business Response

  Date: 11/08/2022

  ***** *******, 

   

  Thank you for bringing this matter to our attention. It saddens us to hear about your experience and would like to earn the chance on speaking with you to see what we can do. I recently reached out to you hoping to connect, however I have been unsuccessful. There is no option for me to leave a voicemail as your mailbox is full. Please give me a call directly at ************ or if you prefer you can email me at *****************************************************************

   

  We hope to hear from you soon!

   

  Respectfully,

  *************;

  Customer Answer

  Date: 11/29/2022

  Company stated they mailed payment on the 17th and it is "lost". 

  Business Response

  Date: 11/30/2022

  Hi *******, 

   

  That is terrible. I have checked our records and it indicates we have ******************************* file. Check was sent to the wrong address, however our accounting department will send a new check to our office and ********************* will hand deliver as soon as we receive it. I apologize for any inconvenience we have caused you. 

   

  Please feel free to reach me directly at ************. 

   

  Thank you,

  *************;

  Customer Answer

  Date: 12/10/2022

   
  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:10/15/2022

  Type:Billing 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.

  On September 28 I called for Steves Plumbing to respond to a leak in a unit I manage for one of my owners who lives on the mainland ( I am a licensed Realtor/property manager). In order to receive service I was instructed to give them a credit card number for payment. Once the leak in the kitchen sink supply line was repaired I was given 3 options for billing amounts. I chose the option that allowed me to order a free plumbing inspection on the subject unit, which I requested. Shortly after the plumber (****) called me back and said the pipe was almost completely clogged and needed to be jetted to clear it. The bill was already at $2,000. He didnt say how much the jetting would cost but he did say if the pipe was in poor condition farther down then the jetting could create more damage and leaking and be much more expensive. I told him I couldnt make that decision for my owner but I would have her contact him in the morning ( it was already after 8:30p our time, too late to phone the mainland) and let her decide if the line should be jetted. He also said since it was so late that the free inspection of the plumbing would take place the next day. He offered me to give me a person to do the drywall repair but I told him that was already being handled by the contractor who I had instructed to open the ceiling earlier before the plumbers arrival. I called **** the next morning at 9 and he told me the inspection was taking place as we were speaking and that my owner ***** made a decision about jetting the pipe, and he was waiting on the inspection results which was exprcted that afternoon. I cant fit all details here but bottom line is they side stepped me and They billed the owner over $7800 on top of the $2000. I paid.Nearly $10,000! This is a 750 sq ft apartment with 1 bathroom. Since 9/30 I have had several texts and calls with them but no resolution.

  Business Response

  Date: 10/25/2022

  Aloha ****,

   

  We value your feedback and thank you so much for bringing this matter to our attention. Our records indicate that ************** received approval from the homeowner who understood services that needs to be done. We are taking a very serious look into this matter and will be getting back to you. *****, Service Manager and or *************** Supervisor will be in contact with you. 

  Please feel free to reach out to us directly at ************. 

   

  Respectfully,

  *************;

  Customer Answer

  Date: 10/28/2022

   
  Complaint: 18229306
  
  I am rejecting this response because:
  
  
  I cant find your previous email with Steves Plumbings response but I wanted to respond that I am NOT SATISFIED with their response on this claim. They still have not made any resolution to this problem. 
  Please confirm your receipt. 
  Thank you,
  ********************* (RB-11684)
  

  Business Response

  Date: 11/07/2022

  Aloha ****, 

  Our technicians did everything by the book. They went out, and addressed the issue that the customer was experiencing. They chose an option that also came with a free home inspection so that we could do an inspection to see if there are any other possible leaks or something that could be a potential leak in the future. Once we did our inspection we brought all issues to the owners attention. We explained that the issues we found should be addressed if they want to avoid more leaks happening in the future also all pricing and options have been presented to the homeowner. *****'s Plumbing and A/C Services will not move forward with any work until authorized by either property management, or the owner of the home/property. In this case they ended up getting approval/authorization to move forward directly from the owner of the property.

   

  Thank you,

  *************;

  Customer Answer

  Date: 11/08/2022

   
  Complaint: 18229306
  
  I was the customer in this situation, not the owner. I ordered the original work AND the plumbing inspection. I even spoke to **** the morning of the inspection and asked for the report which was promised to me by that afternoon, however, was not received until 3 weeks later after several requests and the report indicated a shower valve and a frozen shut off ONLY! Im not clear on the exact charges either and on top of that the owner was double billed to the amount of over $9,800 for a one bathroom apartment. They also did drain work at the unit ( if they really did) that is contracted as a tenant responsibility on the tenant lease agreement, which was billed the owner. I also have another plumbing company who did shut off valves and supply lines on a two bathroom unit in the same complex that was only $778.00, while Steves Plumbing charge $617. alone just for a sink pop plug up in my owners unit! Their charges are outrageous and I have all the documentation to prove all these allegations if they dont make adjustments. If BBB cant do anything, Ill have to take this to DCCA. 

  Thank you for your attempt to negotiate this.  
  Most sincerely,

  ********************;

  I am rejecting this response because: see above
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 11/10/2022

  Please let me know how to send your the contract. 

  Customer Answer

  Date: 11/10/2022

  See attached

• Initial Complaint

  Date:09/26/2022

  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.

  On Thursday 22 September I called Steves Plumbing and Air ?Conditioning regarding a leak under a toilet. While they advertise free estimates they did not not offer one after I explained the problem and suggested that it likely just needed a wax ring replaced. I I agreed to pay a service charge to have someone sent over. When he arrived, he looked at the toilet without removing it to actually assess the problem, then unnecessarily called for 2 more men to come out with parts. Note, I had already said that it was likely the wax ring, yet he came without one. After 2 more men arrived, still without actually diagnosing the problem by pulling out the toilet, he showed me an iPad with an number of choices he lowest of which was about $540 and showed many toilet parts and implied that it was a complicated repair involving many parts and time. They would not remove the toilet with me first signing that. I now consider this a highly deceptive practice, but at the time I was falsely led to believe that 3 men were needed to do a complicated repair on my plumbing. One guy removed the toilet and then the lead guy said that I needed the ****** replaced too for $2200 more. I think the ****** was shown in the $540 ipad picture that I had been shown. I declined additional work, since the ****** did not look damaged and replacing a ring should average about $100, not $540 and need 1 guy, not 3. A ****** replacement should be under $200, not $2200. The guy but a rubbery ring that I supplied incorrectly not put the bolts through it, but I saw that and corrected him. The toilet was put back and the job took 1 guy under 10 minutes, for which I was deceptive charged about $540. Their ad falsely says satisfaction guaranteed and honest pricing. This is false advertising, deceptive practices and just 1 year shy of elder abuse. I post about the matter on next-door and a flood of people then posted similar and worse complaints.

  Business Response

  Date: 09/26/2022

  ****************,

   

  Thank you for sharing your feedback with us. Here at *****'s Plumbing & A/C Services we would need to send a technician out to your home to provide you with an accurate price. You will know the price before we begin work with no hidden fees. No obligation to you if you decide to decline the service, however if there is ever a concern we will try our best to meet your needs. I reached out and left you a voicemail hoping to connect. Please give me a call directly at ************ or if you prefer you can email me at ********************************************************** We would like to make this right!

  I hope to hear from you soon. 

  Respectfully,

  ********