ComplaintsforGoode Plumbing, LLC

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Goode Plumbing installed our tankless water heater system in June 2020. Last week, the water heater threw an error code and shut down all production of hot water. I contacted Goode the first business day after the water stopped - and they came out the next day, under our membership priority (annual fee paid). When they arrived, the technician said it was because ice was blocking the exhaust vent out and that our only option was ice removal for $1330 or to wait for thaw. We are going on day 10 of no hot water, and 2 emails and 2 calls have gone unanswered from their team. The piping was installed incorrectly causing ice to form on the pipe - and we have been without hot water for a week and a half with no engagement from Goode.

• Initial Complaint

  11/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Goode Plumbing was contacted on 6/30/23 regarding a problem with a newly installed *************************** water heater. They stated they were authorized to do warranty repair work for *************************** and would have to perform a diagnostic directly with the manufacturer over the phone to have the parts and labor covered by our warranty. The original installer had determined that the issue was a defective damper. Goode requested I sign a work order for the diagnostic service and labor and provide a credit card in case the repairs were not covered by the warranty, but the manufacturer had assured me they were. They examined the water heater and left me with a quote for other alleged issues and a copy of the work order. I called Goode after several days, and I was told by ********************* that they were waiting for the replacement part. I contacted *************************** and they stated that they did not perform diagnostics with Goode or any company. HSA, of ***********, ** manages all their warranty repair work. HSA informed me that Goode Plumbing had never contacted them, had never performed a diagnostic with them, and that Goode Plumbing was not authorized to perform warranty work. Goode never called us back, never returned to make repairs but charged the **************** card for diagnostics, and labor to replace the defective damper, totaling $1,320.00. HSA authorized warranty provider, *************, Chicago, ** performed the warranty work on 7/7/23 at no charge. I have written proof from HSA and ************* that they did the actual work, not Goode. We want a refund of this unauthorized charge from Goode Plumbing of $1,320.00 on our bank card. We had it reversed, but Goode provided a copy of the work order to the bank claiming they did work they never performed. This company is incredibly dishonest and we want to report them and get our money returned.

• Initial Complaint

  11/13/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  Paid a deposit of $7400 on 5/22 for a plumbing job. Told them I was going in a different direction, was charged an excessive $1000 cancellation fee, as well as cancellation of a "VIP service" contract for $800 with no warning. Attempted to discuss in good faith with business on 11/13/23 and they pointed to the fine print and said I had signed it.

• Initial Complaint

  12/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Two employees came to try to fix two different broken items:1. ******* for broken garbage disposal- evaluated disposal for 2 minutes- timed and on security cam. said- couldnt fix must buy a new one. company sets price at 900$. My husband declined as garbage disposals are around 200$. ******* refused to look at any further issues in the house- we also had requested he look at broken master bath sinks, leaking toilet.CHARGED 60$ CASH FEE FOR JUST COMING TO HOUSE.2. HVAC Goode employee: examined broken tin foil connection between dryer vent and wall to outside to vent.USED OUR BROKEN PARTS AND DUCT TAPE TO "FIX". CHARGED 300$ CASH.BROKEN AGAIN NOW WANT FULL REFUND

  Business response

  01/19/2023

  
  On 11/23/22 at 4:05PM, ********* called stating they just moved into house. She said she called another plumber before us and they couldn't come out so they recommended us to her. She said ejector pump broke and they had it fixed before but having the same issue. They got the ejector pump fixed by someone else originally. The second issue is the dryer vent keeps coming out of the wall and dust is everywhere. She had been trying to get other companies to come to her location the last few days so asked if we could send someone out that same day (11/23/22) so we accommodated her with an appointment for the same day even though it was late afternoon. The customer service representative informed ********* there was a $60 dispatch charge for a technician to come out. There is a voice recording with her agreeing to the dispatch fee.
  
  Two technicians, ******************* and ********************* arrived at her location 5:22PM on 11/23/22. Both technicians stated they looked at the ejector pump and tested it. They stated they ran the water, was no smell, heard water drain into pit, etc. Everything was working correctly. The technicians then looked at the dryer vent which was not hooked up. The gentleman on-site informed the technicians that an appliance person was going to come and fix it. The technicians informed the gentleman that they could attach the vent as a temporary fix until the appliance person came to fix it. This was a complimentary temporary fix.
  
  ********* called the office on 12/16/2022 at 9:21AM requesting to speak to a manager. She was informed there was no manager in the office and asked what we could do to help. She declined giving out any information to the customer service representative. *** said they could transfer the call to the manager's voicemail, and she stated she "better get a call back within 15 minutes". Manager reached out and did not get an answer. 
  
  
  A gentleman called the office 12/29/22 at 5:16PM requesting to speak to a manager. He was informed there was no manager in the office and wanted to leave a voicemail. The voicemail states that the technicians wanted to charge him over $1,000 for a garbage disposal. He said that he paid for home inspection and that the technician did not do that. He said we charged him $300 to fix the dryer vent. States that they have used our company before and had better results. CSR called customer back and left voicemail stating we do not have record of garbage disposal issue nor $300 charge for dryer vent. 
  
  The customer did not request a garbage disposal to be looked at. The technician never looked at any garbage disposal. They did not provide a verbal nor a written estimate for any garbage disposal. (Recorded call).
  The temporary fix to the dryer vent was complimentary. They were never charged $300.
  The technicians charged the customer $60 for the dispatch fee which was discussed on the phone when requesting the appointment. They paid $60 via Zelle, not cash. (Invoice 56156019).
  We have never worked with these customers before. There was only one visit from two technicians from Goode Plumbing. 11/23/22)
  
  Thank you!
  *********************

• Initial Complaint

  11/16/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I retained the services of Goode Plumbing for a bathroom remodel. As part of the remodel I was asked to pick out a bathtub. I selected it and was told it was ordered with a delivery date of 11.16.22. Upon preparing for installation I was informed that the tub would require a substantial additional investment in order to properly fit the tub.Goode informed me that the tub had already been ordered as of ********nso I was stuck with it. So I spent additional money to prepare for the install. I called Goode on 11.14.22 to ask where the tub was going to get delivered and when we could schedule the installation. I was then informed that the tub was backordered and wouldn't arrive until ****. No one from Goode bothered to track delivery and inform me that it was backordered.So I asked Goode for the order number so I could call and see if the company we ordered from could do anything. They refused to give it to me even though they used my money to order the tub. Additionally they would not provide me any proof that they actually ordered the tub on time. When I asked to speak to the managers I was told no, they were out of town, and they completely stonewalled me...refused to give me any information.Their customer service is absolutely terrible and would not allow me any recourse to help problem solve the situation. I was simply told "your options are to wait, or to let us see if we can find out another solution". This coming from a company that did absolutely no customer outreach for the better part of a month to let the customer know their project would be delayed almost a month. And in my opinion, if they are using a customers money to order something, the customer should have a right o have visibility into that order.

  Business response

  01/27/2023

  Good morning. Please see the statement below which pertains to the complaint number ********. Please let me know if you need anything else from **. 

   

  On 11/23/22 at 4:05PM, ********* called stating they just moved into house. She said she called another plumber before us and they couldn't come out so they recommended us to her. She said ejector pump broke and they had it fixed before but having the same issue. They got the ejector pump fixed by someone else originally. The second issue is the dryer vent keeps coming out of the wall and dust is everywhere. She had been trying to get other companies to come to her location the last few days so asked if we could send someone out that same day (11/23/22) so we accommodated her with an appointment for the same day even though it was late afternoon. The customer service representative informed ********* there was a $60 dispatch charge for a technician to come out. There is a voice recording with her agreeing to the dispatch fee.

   

  Two technicians, ******************* and ********************* arrived at her location 5:22PM on 11/23/22. Both technicians stated they looked at the ejector pump and tested it. They stated they ran the water, was no smell, heard water drain into pit, etc. Everything was working correctly. The technicians then looked at the dryer vent which was not hooked up. The gentleman on-site informed the technicians that an appliance person was going to come and fix it. The technicians informed the gentleman that they could attach the vent as a temporary fix until the appliance person came to fix it. This was a complimentary temporary fix.

   

  ********* called the office on 12/16/2022 at 9:21AM requesting to speak to a manager. She was informed there was no manager in the office and asked what we could do to help. She declined giving out any information to the customer service representative. *** said they could transfer the call to the manager's voicemail, and she stated she "better get a call back within 15 minutes". Manager reached out and did not get an answer. 

  
  
  

  A gentleman called the office 12/29/22 at 5:16PM requesting to speak to a manager. He was informed there was no manager in the office and wanted to leave a voicemail. The voicemail states that the technicians wanted to charge him over $1,000 for a garbage disposal. He said that he paid for home inspection and that the technician did not do that. He said we charged him $300 to fix the dryer vent. States that they have used our company before and had better results. CSR called customer back and left voicemail stating we do not have record of garbage disposal issue nor $300 charge for dryer vent. 

   

  The customer did not request a garbage disposal to be looked at. The technician never looked at any garbage disposal. They did not provide a verbal nor a written estimate for any garbage disposal. (Recorded call).

  The temporary fix to the dryer vent was complimentary. They were never charged $300.

  The technicians charged the customer $60 for the dispatch fee which was discussed on the phone when requesting the appointment. They paid $60 via Zelle, not cash. (Invoice 56156019).

  We have never worked with these customers before. There was only one visit from two technicians from Goode Plumbing. 11/23/22)

   

  Thank you!

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

  Office Line: ************

  4594 *****************************

  Chicago ** 60630   

  GoodePlumbing.com

  

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