Complaints
This profile includes complaints for Emergency Plumbing & Solar's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 6 total complaints in the last 3 years.
- 2 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:07/02/2024
Type: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 company received my check on 6/10/2024. It is 7/2/2024 and the company has not cashed my check. 1. Why it's taking so long to cash the check?2. Is there something wrong with it?
Business Response
Date: 07/03/2024
The payment was applied on June 10, 2024, however, the office just received the physical check from the technician this week. We then deposited it to the bank today (7/3/24).Initial Complaint
Date:02/01/2024
Type: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.
Date of transaction: May 27 2023 - June 7 2023 Project: Repair leak under foundation outside of house. At the same time ***********************,technician/owner suggested the repiping of entire home with the promise of a 25 year warranty. EPS used PEX piping. EPS has not in good faith tried to resolve problem. I have called many times. Each time they have taken my information with the comment we will let ****** know right away and we will have this resolved as soon as possible. Never get a call back and refuse to talk to me saying person is not available message to be relayed. Unfortunately, found this to be after reading BBB hawaii reviews on line about EPS. Was I being scammed by company because Im a senior citizen and that wanted more money from me for the repiping( they didnt even leave the copper that was removed from the entire house) There were other issues but our main focus is the warranty. Many plumber friends have said we were actually overcharged. This issue has created alot of stress and sleepless nights. Been trying to get this resolved with EPS since Dec 2023.Our Task# for the job is CPR-8.00.0900 Invoice Acct#******** ALSO Connection to solar heater undone. PEX not recommended due to high temperatures.Work needs to be finishedBusiness Response
Date: 03/28/2024
Called ******** but she did not answer. Left her a voicemail to call me back so we can schedule the repair that needs to be done.Customer Answer
Date: 03/29/2024
Complaint: 21234091
I am rejecting this response because:
Sincerely,
*********************************Customer Answer
Date: 04/03/2024
Received an email from the BBB stating the business response to our complaint.
The response states that they have trying calling and left a voice mail.I find that
it is not credible or true. Never got a call or voicemail. I replied to the BBB
message that I rejected their responseOur text and phone history doesnt show any response from EPS LLC at all.
They wont fix unfinished work. They wontBusiness Response
Date: 04/04/2024
Good morning, this is ******** and I had reached out to ********************************* last on April 3rd. Called and left a voicemail on ************. We would like to get this issue resolved. Thank you.Customer Answer
Date: 04/08/2024
Complaint: 21234091
I am rejecting this response because: ******* as *** as i read the email on 4/3/2024, I called EPS and asked to speak to ********. I got the usual respond. He is not available and my message will be past on to him. This is the same guy who I spoke to several months ago who assured me he would bring my concerns up right away with ****** and call me back with a reply. I waited a few days and followed up with a call. I got the usual response he is not available but they would pass on my message. I left the following message for him that he cannot tell the BBB that he called and left a voicemail message when there was no call or voicemail left. Its unfortunate that EPS is doing this and at this time with have no other recourse by to seek legal counsel which we have. They have to stop falsely saying that that have been reaching out to us. We will refer EPS to our legal representative if they ever call us.
Sincerely,
*********************************Business Response
Date: 04/22/2024
Hi ********, I would like to get this matter fixed. Please call me (Deighton) on my direct line ************** so I could schedule a date to have a technician come over and correct the piping above the water heater. Today is 4/22/2023. Thank you very much.Customer Answer
Date: 04/25/2024
Complaint: 21234091******* and ********
I am rejecting this response because: As previously conveyed in our last message, due to the complete lack of EPS in wanting to communicate with us via telephone, text, even refusing certified letters to the company, ******* as suggested we have retain legal counsel and have a current compliant being reviewed by DCCA-***** We are awaiting the results of the review as well as a state inspector visit. ******** does not indicate if EPS would be responsible for costs associated with fixing the piping above the solar water heater. Does EPS have a knowledgeable technician who has worked with solar water heater. Also, we do not want holes cut in our ceilings and EPS telling us its our responsibility to have some else come in at our expense to do the recon work. This also does not address our complaint about not receiving the 25 year warranty as promised by *********************** who also said that the repiping of the entire house would be an investment. This has been a nightmare with sleepless nights. Our home value has gone down due to EPS doing a bad job. We are asking for a full refund for the repiping because we know the job will have to be redone using the correct piping materials (copper) and done correctly. We are still finding problems. Today, my daughter noticed the downstairs kitchen sink is hooked up incorrectly. Hot water coming out of the cold water faucet and cold water coming out of the hot water faucet. If EPS would return our money we will not pursue any charges against EPS. *************************** of Bervar & ***** is our lawyer.
Sincerely,
*********************************Business Response
Date: 05/21/2024
Good morning, we are happy to come out to the property and have any issues fixed on any of the piping we worked on. There must be at least 18" of copper piping coming from the solar heater tank before transitioning to uponor piping. We also can fix the issue with the hot/cold water switch coming from your sink. Please call me (*******************************) at ************ to have this work scheduled.Customer Answer
Date: 05/21/2024
Complaint: 21234091
I am rejecting this response because:
Sincerely,
*********************************May 21 2024 Good morning *******
After speaking with our lawyer, I have scheduled an in person meeting with ******************************* on Wednesday May 29 2024 at 10 am.
At that time, all issues will be discussed before having EPS back on our property.
After meeting with ********, will check with our lawyer as to our next steps to resolve all our concerns and issues
Thank you *********************************
Customer Answer
Date: 05/30/2024
May 30 2024
******* made contact with ********* EPS after our last message. We had scheduled appointment yesterday May 29, 2024 at
10AM ( between 10 and noon) he was a no show. called his phone and eps office. No reply. Callex this morning says he was sick and said
he did leave a text and voicemail ( did not receive either) We have a new date to meet June 5, 2024 10AM. Hopefully, it will not be a
No Show again. The one year time period with EPS is approaching early June, I hope this is not. delay.
Customer Answer
Date: 06/10/2024
June 10, 2024
Hi ******* update on our complaint #********
on Wednesday June 10, 2024 met with Deighton of EPS, we showed him several sites throughout our home where work was done incorrectly or not
finished completely. He was in agreement. He also agreed to expand on the 25 year warranty ( any defects will be repaired at no charge for labor any
materials. Also, repiping above the solar watet heater does not meet code and would be corrected. ******* these are just a few issues that ********
will have EPS address to correct. Spoke to ******** this morning he has scheduled the supervisor on the original job to come by Wed
june 12 2024 to start working on corrections. ******* as we mentioned to ******** our BBB compliant and Dacca compliant will remain open
and we also have our legal counsel
Business Response
Date: 07/02/2024
Aloha,
The owner, ******, came out and visited the ******** residence on Friday, June 28th. They came up with a solution and we are currently waiting on the customers to set up a date for us to come out and do the necessary repairs.
Customer Answer
Date: 07/03/2024
Complaint: 21234091
I am rejecting this response because: Good morning *******. Our case still remains open until we come to a mutual agreement. We appreciate EPS (***********************) meeting with us on June 28 2024 along with ********************* (dcca.******) to address our concerns and issues identified in the walkthrough. We are awaiting documentation from EPS of the meeting to review with our attorney who was on vacation. We will review the issues and proposed resolutions. We thank ****** for agreeing to work with us and hoping we can soon begin work repairs once we all come to an agreement
Sincerely,
*********************************Initial Complaint
Date:01/18/2024
Type: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 EPS on June 10th, because I had a leak coming from underneath the sink. They had two guys come by and try to determine where the leak came from. They cut into the drywall underneath the sink yet could not see where the water was coming from. They gave me a quote that stated they will remove the kitchen cabinets, kitchen sink, and some drywall to gain access to determine where the leak is coming from. I paid a downpayment of $1682.00 and on Monday, June 12th, two guys came in and ripped out the kitchen cabinets, kitchen sink, and drywall. Yet they could not determine where the leak was. They told me that they will need to come on Tuesday, June 13th and I was told an expert who just got hired will come to find out where the water is coming from. I took the day off and they started looking at it again and cut more drywall out in different areas. By noon they told me they couldnt do anything else and left **** tried calling one of the guys and did not get a returned call.My association had to hire another company to determine what the problem was.Then on August 17th I emailed EPS about the amount I paid and the job they failed to complete. I got no response.On September 17th I emailed again asking them to consider the amount they charged me and they responded that a Manager will call me. I got the call from a manager and he said he would look into it.At this point they charged me 50% of the work, yet only completed about 30% of the job. I had to get the property manager and the association involved in completing the work. Which I have now hired a lawyer to go after the lack of attention they took on the leaking pipes. Then on November 30th EPS had the nerve to charge me the full amount.Business Response
Date: 03/28/2024
Called customer, customer did not answer. Left voicemail to return my call so we can fix this issue.Initial Complaint
Date:09/05/2023
Type: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 EPS ****** and requested an estimate to have my water heater replaced with a tankless system. The receptionist scheduled me for July 19, at no time mentioning that EPS charges a fee for estimates. My husband and I took off work to be at home July 19, when the tech arrived. He was on time, and very nice, and I had no issues with him. However, at the end of the appointment my husband came inside and asked for a credit card, that apparently they were charging us a fee. I mentioned this to the technician and he confirmed, yes there is an $89+tax dispatch fee. I decided not to argue with him, but that I would call, since reception hasnt informed me of this when I scheduled the appointment. After he left, I received both text and phone call from EPS ****** wanting to know how the appointment went. I told them he was great but that I was concerned because I hadnt been informed of any fees, yet I was charged. I was told they do typically charge for dispatch fees, however since I was not informed that I was not going to be charged. I waited a few days and checked my credit card, and had been charged and not refunded. I have since called twice requesting a refund and every time have been told there is not a manager present to process the refund. Additionally, I never received any further communication or the estimate, so I was forced to hire someone else to come replace the water heater.Business Response
Date: 11/02/2023
customer has been refunded.Initial Complaint
Date:08/10/2023
Type: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.
We purchased a water heater back in 2019 and we paid for an additional BOGUS 10 year "extended warranty". We recently had an issue with the water heater leaking, called their offices, were told the unit was IN WARRANTY, however a $200 dispatch fee would apply due to the time we called. *************** confirmed the unit needed to be replaced ASAP. I provided a $50.00 coupon we told them on the phone we had, when we made an appointment. It's for $50 off ANY SERVICE. *************** ***********************, refused to accept the coupon, saying it was not valid and the $50 would come from his pay. There were no such stipulations on the coupon. We decided to pay it and take up with their office. The next day, they then told us we needed to pursue replacement through the manufacturer and there was "nothing they will do for us!". This after charging us $200 the night before AND after us paying extra in 2019 for their bogus "extended warranty". They also refused to adjust our account reflecting the $50 coupon. We did contact the manufacturer and they confirmed (in writing) we did NOT have a 10 year extended warranty. They do offer one but they explained the plumbing company would have been required to purchase it back in 2019. So, it turns out we only had a 6 year warranty through the manufacturer. They went ahead and provided a full replacement of the defective unit but it cost us $700.00 to have it installed. After complaining to the owner, *******************************, he attempted to email me a fraudulent invoice from 2019, which included an attached document, defining their "warranty" program. The invoice he sent wasn't the actual invoice from 2019. It appears he created a fake invoice and the attached "warranty" disclaimer wasn't included with the original invoice back from 2019. I have copies of all original documents to support these claims. So, in short, we're out the $200.00 dispatch fee and an additional $700.00 required to install the new unit. Total $900. Classic **************Business Response
Date: 10/12/2023
THE INVOICE THAT I sent was the one and only invoice. Never changed on my end from the original install date (2019) to the date you started harassing ** (2023). Your heater warranty was valid and you received a free heater replacement from the manufacturer. You would have had to pay us to replace the heater, labor only, just as you did with this other plumber as I do not extend my labor warranty to cover faulty equipment. NO PLUMBING COMPANY DOES. I will refund the dispatch fee as it should have been waived due to the situation and you being an existing customer.. I wont be reimbursing you for the $700 cost to install the new heater as the failure of the heater had nothing to do with EPS. We installed the heater per mfg specifications and it worked perfectly fine for 4+ years.Customer Answer
Date: 10/12/2023
Better Business Bureau:
We have reviewed the response made by the business, Emergency Plumbing & Solar ******, in reference to complaint ID ******** and, while we strongly disagree with many of the statements contained in their reply, we will agree to a full refund of the "dispatch fee" of $208.38, paid on 8/2/2023 (attached), in an attempt to resolve this open complaint amicably via the BBB, without admitting to any wrongdoing on our part whatsoever. Please have the business process the refund immediately to the original form of payment on file - Mastercard ending in "****" and, further, please email a credit receipt to ************************** We will reach out to the BBB once again should we not receive the promised refund within (3) calendar days from today, 10/11/2023.Thank you for your antipcated cooperation and compliance.
Very truly yours,
***************************Customer Answer
Date: 10/18/2023
To date, the Business, Emergency Plumbing & Solar, has not complied with the promised refund of $208.38. Please advise. Thanking you in advance.
Sincerely,
**************************;
Customer Answer
Date: 11/06/2023
Yes, we finally did receive the promised refund from Emergency Plumbing & Solar.
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