Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/11/2024

  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.

  My elderly aunt **** ******** called Arnold plumbing & approved work that was completed 11/17/22: they tore out iron pipes in the concrete floor & installed a clean out pipe in front of the house. Please note, they destroyed the front concrete sidewalk, tore out the electrical box on the front of house, which caused her front yard light to not work, and they did not refill the dirt or rocks in the front yard that she was billed for. I complained several times and they finally only offered to fix the concrete sidewalk. We had another flooding issue 11/2023. The city came out & said there was a backup, & we were told it was our fault for not having a backflow valve. **** ****** came for water mitigation. In April 2024 we had more water back flow in the basement after a heavy rain. I called Arnold Plumbing & they sent out ******* again. He didnt think there were any problems. They advised again to just do a yearly routine visit to clear out the cleanout pipe. I found papers from the original home inspection which described a manual back flow sewer valve that was installed in the house. In June 2024, we called Arnold plumbing again & they sent *******. He said I was insulting him when I asked him questions about why there is still water, if they saw a valve, & why they had to tear up the concrete. I asked him if they would install a back flow valve & he gave me an estimate for another $8,000-12,000 to do that job & got defensive. On July 1, 2024, I hired ****** ******** to check for a water backwater valve. They told me that there were no signs of a valve, and he marked an "x" on the area where the valve wouldve been & where Arnold tore out the concrete. He said they ripped us off, we didn't need the work they did, & he recommended we contact the BBB. I also had ****** disconnect the water softener as it didn't work & was unplugged. The city came out after the plumbers from ****** left & were working all up & down the street to unclog the sewers.

  

  Business Response

  Date: 07/12/2024

  To begin with,  This job began 1/11/2022.  Over two years ago.  Our only point of contact was **** ********.  When the tech met her she was lucid and cognitively sound so we had no reason not to proceed forward with the work.  
  We began the INSIDE work from Option 2 on 1/17/2022 as well as Excavating outside to repipe the inside drain to the outside with new piping. This eliminates having to replace the old cast iron from inside to outside ever again.  All done in one excavation. The side walk was carefully saw cut (NOT DESTROYED), and the area backfilled with non-settling white rock as seen in the picture.   WE DONT POUR SIDE WALKS, NEVER HAVE AND WE DO NOT CHARGE FOR THAT.  Home owner responsible for replacing sidewalk. 
  At NO point was there any back water device in the line.  NOT inside, NOT outside.  
  After the job, the excavation tech mentioned that **** ******** was acting confused about payment,  what we were doing there, and why we were digging in her front yard.  It was at this moment when the work was done that we got the feeling she was exhibiting symptoms similar to Alzheimer's or Dementia.  
  In the later days,  the customer wrote multiple bad checks and was very confused to the point we sent the original technician BACK out there after the job was over to attempt to discuss payment with her. 
  Once payment was finally worked out months later,  we went out  1/23/2023  (so 3 months later) to finish the job by running the Hydro Jetting Root Cutter System through the line to clear it of any roots or obstructions.  This is a standard procedure on any clean out installation in the yard.    ***That Video is Attached***  
  We have phone records that her Neice or whomever wrote this complaint, ( I assume *****) called in February of 2023 (a month after our last visit)  **DEMANDING** that her mother or aunt's side walk was destroyed and that we are responsible for fixing it.. We decided not to even argue further.  We went ahead, hired a contractor to fix it and he did so. $2,400.00 for a section of 3 x 5 sidewalk.  ***Those checks and the statement are attached to the file***
  We've  heard nothing from her until 4/10/24.  Now 2 years and 2 months after our last visit to jet the line.  We send the technician to the home. She proceeds to tell the technician we removed a check valve in her line..  There was never a check valve in this persons line.  It's a very rate occurrence that homes need that device in their line.  1 in every 1000 homes might need a check valve. 
  The person from the City is not an authority on what we did or what is needed.  If this backed up again it's because roots are in the line we suspect.  Because we are unsure we are willing to come out, record the inside of the line both under the home and out in the yard out to the street.  If roots exist then that is why she gets a back up.  The clean out installed was put there so the line could be maintained easier and could be cleaned thoroughly.  A full size clean out was necessary .   We will open the line again free of charge but this will be the last time. 
  We will not refund any money. 

  The file contains the original options sheet, all invoices and records of each visit, all payment info with dates, all descriptions of work sold and work performed along with a copy of the checks and the invoice for our fixing of the side walk for free, and finally a video of the Hydro Jetting of the line. 

  Customer Answer

  Date: 07/23/2024

  Hello, 

  I am ***** ********. My aunt did not understand what they were doing or why. We are still unclear. The sidewalk was not sawed out, it was destroyed when they used the excavator in the front yard. My aunt was very very upset about & the way they drive it all over the yard. They made no effort to fill in the hole whatsoever. I have put 6 bags of dirt in there already & still need to get more to also fill in along the sidewalk. She also does not even have white rock. They never filled in with any rocks! I had to get assertive because I was not getting any help. My aunt was not capable of handling her money anymore, so that is when the family stepped in. I became her power if attorney & now I live at the property. I also had to replace the front yard light with a solar one as it no longer worked after they came out. Every time you contact them, you are not allowed to talk to anyone, & if you go to the office, the door is locked. They said I have to keep dealing with the original guy who did the work & he keeps repeating the same message: that everything is fixed & just to go a routine clean out of the port yearly. I have been in contact with him multiple times since they fixed the sidewalk & he has come out two or three more times which I never got a bill for. ******* came out in April 2024 after 2 more flooding incidents. The last time he came out in June 2024, I asked him why they had to tear up the basement & where the valve was & he kept saying I was insulting him & trying to start a fight. I called him again (*******) in June to ask about the shut off valve & got angry with me. He said he would look into it & get back with me. I never heard back. 

  Customer Answer

  Date: 08/01/2024

  The original billing statement had wording that mentioned a 30’ line. I went to the office to get a duplicate copy of the billing statement and they amended the bill. I called a few times to get a description of the work completed because I was confused. ******* said they used a camera in the line to investigate the pipes before work was done. He explained the work that was completed was from the spot in the basement to the clean out port in the front yard. I asked him multiple times as the front yard was tore up and the billing statement was confusing. I received an email from ******* which included a description of the work (please refer to copy of email I have attached). The area where the concrete was broken up is in a different room in front of the bar. The piping that was completed does not extend to the drain and is in the laundry room by the sink. Please refer to the pictures I have attached.
  
  
  When ****** ******** came on July 1, 2024, he marked the area on the floor where he believed the back flow valve would’ve been. It is also the same area where the concrete was tore up. They used a camera in there and said there was no sign of a valve and we did not need the work that was done.  ****** Plumbing said they have never seen a back flow valve out by the street and it was possible to install a backflow valve in the clean out port.             
  
  As far as the sidewalk, it was unusable after the work was done. My aunt goes out the front door all the time to get the mail and this was a very dangerous situation and disrupted the look of her whole house. It did not look “cut”. ******* said the excavator did that but they were not responsible.
  
  As far as the rocks and dirt in the front flower bed, the pipes were covered with dirt. Please note, that no effort was made on the part of Arnold and Sons to restore the bed to its original condition. I got 2 bags of top soil from *** ******** and a bucket of river stones (not white rocks) from ***** Nursery and tried to fill it in, but it wasn’t enough. I was afraid it was going to collect water along the front of the house, so on June 26 and July 10, 2024, I bought 4 more bags of top soil. I am still working on getting it completed and will be getting more rocks. Please refer to the picture I have attached which shows the new sidewalk. As I also mentioned, after the work was completed, the electrical box in front of the house did not function and became unattached from the house.  
  
  After the next flooding issue in November 2023, we were told that her homeowner’s insurance may not cover losses anymore, as the problem is not being fixed. We were told her insurance was going to be dropped or we could carry catastrophic coverage for 5 years for double the price. In April 2024, we had another flooding issue after heavy rain. In summary, we want the water problem and floors and walls fixed to get regular insurance coverage. As such, we are asking for the back flow valve installed and our money refunded.    
  

• Initial Complaint

  Date:11/07/2023

  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.

  Arnold and Son's employee came on 10/27 to inspect tankless water heater. The following information was gathered: problem statement, servicing history, length of installation. I was asked why I called them and not another company. I was also asked about the water softner: How old it was, etc? Which has nothing to do with the error code of the hot water heater. 3 Options were given for repair: 1. Replace Copper Piping with Black Iron, replace valve, flush tank - $3006 or $35/with no payment terms 2. Replace Valve, Flush Tank - $1431 or $17/month with no payment terms 3. Flush Tank - $638 Don't sell it as a repayment option if its a loan. Call it a loan. Option 1 was highly recommended for the optimal solution to the problem. This is the option that was chosen. On 10/30, the following was repaired/replaced: Pressure valve at water inlet, copper piping replaced with black iron for gas line, and a water heater lines flush to correct the problem. On 11/1, the tankless water heater blew the code of ER 29 again. On 11/2, I called Arnolds and Sons to make them aware of the issue. Service returned my call and left me a message. On 11/3 I returned his call and left him a message. I have never heard back from Arnold and Sons. Thus the reason for my claim. I had to call ***** *** to get my payment terms, since I never got a copy of them at the point of sale. Upon doing more research, I learned Arnold and Sons offers 4 types of loans (not repayment plans). None of the 4 options were discussed. The loan chosen for me was 6.99%, with a 5 month introductory period pmt. After 5 months, the pmt can go up and it depends on the amount owed. Why is an Arnold and Sons employee applying for a loan for a customer? That should not happen --- ever. Why is an Arnold and Son employee choosing the loan type for their customers? In the meantime, we had the air filter cleaned to correct for this error code. The issue was the air filter. Cleaning the air filter is a general maintenance item. A filter cleaning is worth a service call and maybe a small fee, not $3k worth of repairs. The problem statement was not addressed in the options, nor at time of service. We were given 3 expensive options that didn't provide resolution. I want my money refunded.

  

  Business Response

  Date: 11/13/2023

  Technician in question, **** has proof that we have attempted to call this customer at least 5 separate times.  We have a digital transcript of the call in the home with the customer which specially stipulates the customer was told that without an error code we cannot be sure of what exactly the problem is however she had some safety issues such as copper natural gas piping to the unit (this material is a huge safety concern and hasn’t been used for natural gas’s since the 70’s). High water pressure to name a couple.  The rest were listed.. 

  we would just like to help resolve this situation as we have for years as would our stellar A+ rating suggests we always have. As well as our many hundreds of five star reviews also indicate.  
  

  Please have her reach out to us as soon as possible so we can attempt to clear this misunderstanding up asap.  As stated in our phone recording to ever customer, “ ALL CALLS are recorded for quality assurance and training that includes in the field.. we have digital AI transcripts and recordings  all our technicians service calls from our digital partner RILLAVOICE.  We utilize this new technology to help technicians improve their presentations, have accurate history of the conversations that took place and real time conversational metrics for training purposes.. 

  Customer Answer

  Date: 11/15/2023

   I am rejecting this response because:
  
  Currently I have received 1 phone call and 1 voicemail.  Please attach a copy of the digital transcript as I do not recall this conversation(s).  The error code has been discussed multiple times with multiple people & a picture of the code is attached to the claim.  Per the notes from the service call, the reason for the replacement for the gas piping and other repairs was due to the reason for the call: no hot water (which occurs during error code 29).  My concerns about payment method haven’t been discussed or addressed.  I want a refund, which I stated in my original request.  
  

  

  Business Response

  Date: 11/16/2023

  After requesting a transcript from the call center department, it has come to my attention that it was NOT recorded and I was given misleading information. Please advise the next steps 

  

  Business Response

  Date: 11/22/2023

  In the essence of time and good faith, we will refund this person her money back.. being a holiday week it won’t likely get there til next week. 

• Initial Complaint

  Date:06/08/2023

  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 contacted Arnold & Sons about a water leak in our finished basement from a suspected outdoor faucet. Arnold offered to send someone that Friday, in a full service van to address the issue. Employee ******* was shown the area of concern. He asked for access to the utility area - I assumed to locate water shut-off valves. He said he was good & just doing some inspection/documentation - I left the room. ******* then presented a list of options. He had inspected other plumbing items like the water heater, sump pump, sewage ejector, etc... When I asked if he opened up the wall to confirm the water issue, he said he didn't but that he knew exactly what the issue was - claiming our ******** faucets are junk and they don't use them anymore. He suggested we replace w/ ********* Brass and replace our 2nd faucet to avoid the same future issue. He then convinced us our working 6-year-old ejector pump was in dire need of replacement, claiming if it were his own family, he'd still push the replacement. We trusted him & agreed to everything recommended. He said nothing could be fixed that day, earliest available was Tuesday. Working crew came. Ceiling holes were not done to plan and they installed ******** faucets - yes, the ******** that ******* said they do not use anymore. At this point I felt lied to about everything. We emailed Arnold w/ our concerns. The reply simply agreed to replace w/ the brand promised. ********* faucets were installed and the workers were about to leave when I said I wanted to inspect. The concern w/ a pucker in the faucet panel was dismissed. Upon testing the faucets, the worker noticed one wouldn't stop dripping. They blamed it on a manufacture defect and replaced it AGAIN. That faucet still drips after use for several minutes. At this point I do not trust Arnold & Sons to resolve the issue. After talking with other plumbers, I now know our original request should have only been $125-350. I've now paid a $3,573 bill and have a faucet I don't trust.

  

  Business Response

  Date: 06/28/2023

  This customer caught us in the transition of outside faucet brands.   The new product was stocked in house, the staff was notified of the change, but the system wasn't not updated and a few of these faucets were still hanging around inventory.  We apologized immensely and sent a crew to change those faucets out with what was stipulated by the technician ******* and on the proposal.  We understand a certain level of trust was lost due to our error.  We were NOT notified there was any problems with the new faucet(s) dripping. 

  That being said, there is no scam like behavior occurring to any greater or lesser degree.  We are company of integrity, honesty, and upfront pricing.  

  We provide a safety evaluation on every single system we come in contact with regardless of what we are called for. There are 7 major areas we focus on with this evaluation. Main Water Shut off valves, Water Pressure, Water Heater, Water Quality (softener), Sump or Sewage Pumps and any water or Sewer piping that is over 40 years old.  We present options for repair, replacement, and updates to these systems to the customer for consideration.  We feel to be thorough is the best way to allow customers to understand their home, and make their own choices as to whether update things or wait until it breaks.   To be proactive is smart business not a scam nor deceptive.  

  By our own admission a mistake was made and trust could easily have become an issue, however we responded immediately with correcting the problem so as far as trust goes we feel as though we made good.  Mistakes happen as much as we hate that notion.  We weren't however made aware there was any functional issue with any of the faucets installed.  Please let us know how we can help resolve this

• Initial Complaint

  Date:03/13/2023

  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.

  On March 6, 2023, Arnold and Sons came out to the house because we had an issue with the kitchen sink. An appointment was booked and the charged occurred of $109 just to visit. Upon arrival they said that they don't snake PVC pipe because nothing sticks to them so they would just be taking my money. There was never any question on what types of pipes are used throughout the house during the phone call setting up the appointment, which is information that should have been disclosed. I could have saved them the time and my money had the business mentioned that they don't snake PVC pipes. ***** and ******, said they could repipe the kitchen for $4,000-5,000. Then an extra $1,000 to repair the drywall because they need access through the basement ceiling which would need to be completely removed. They never even looked at the pipes so how could they even give me a number estimate. The conversation turned into a sales pitch on a water softener, which derailed the reason they were called to the house to begin with. Kept persisting that we needed to buy this and that they offered financing. I get companies will come out and try to sell you additional items during service visits, but not before they do any work to the initial issue. I bought an auger to snake the pipe myself and removed the clog. I'm disappointed in this company because had they just attempted to work my problem would have been resolved, but instead they didn't. If snaking didn't work then they could have suggested a second option. I don't want someone else to be scammed by them and shelling out money that doesn't need to be spent because these guys say so. This company tried to pressure me into doing something that didn't need to be done. There was no physical attempt to resolve the clog in the kitchen sink on their part. They spoke ridiculous prices without attempting to try and physically fix the issue that they were called out for. I want a refund of their visit since I snaked the pipe and it worked.

  

  Business Response

  Date: 03/14/2023

  Dear Sir or Madam,
  Thank you for following up on what you felt was a scam.  We are very sorry you felt this way during our two technicians time assessing the problem.  What we know as professional plumbers is that "a properly installed drain line does not back up."  This is especially true with PVC line.  Our call center team members are not in the business of talking specifics related to plumbing which is why they would not have mentioned it during the initial call.  In viewing the write up by the technicians and the pictures taken and uploaded to your file, its easy to see this PVC kitchen drain line is back pitched and not adhering to the 1/4" per/ft necessary for adequate water to gravity flow.  Although not successful in their attempts, the techs were trying to emphasize the benefits of the long term options. We adhere to a dont touch policy when the laws of physics have been violated in a drain system.  If we open the line and it backs up a day, week, month later...it becomes our problem.  Not only that.. but it is our professional opinion that as long as that line has been in place, the potential for repeated problems is imminent as is the necessity to have the line replaced and installed properly.  We believe the miscommunication probably surrounds the fact that you were not there during the visit, but someone named, **** ***** was representing the property owner at the time. We are a stand up company with 3 times as many 5 star reviews than any company in Central Illinois.   We believe in thorough inspections of the entire system, giving the best options regardless of cost and upfront pricing so the owner has no possible way of being "scammed." To assume you have more experience than the combined 125years of experience we have here at Arnold & Sons is bold, but I assure you we only have the long term happiness of each client in mind every single day.  We will be happy to refund the $109 service fee to make the BBB happy but this is not an admittence that we agree to deceptive business practices. Quite the contrary
  

  Customer Answer

  Date: 03/14/2023

  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. They will be issuing a refund of $109 which is satisfactory.  I do believe this company "scams" others because I have spoken with multiple people who have been dissatisfied with their services due to ridiculous prices and solutions to issues that are not even the main problem. I hope that you look further into the business. I understand that they have been around for 125 years, but that doesn't mean that it is a standout business and well respected.  Thank you for assisting in the matter, 

  *********

• Initial Complaint

  Date:12/20/2022

  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.

  I had Arnold and Sons plumbing out to my property to snake a sewer drain - they were running a $99 special. Two technicians came out and used a camera to scope my drain to see what the issue was. The found a root ball in my drain line from a nearby tree. A pretty common issue that I have had cleared before. They used the regular "ball" end of the snake cable to push through the root ball but didn't have any success. I asked them to switch to an auger bit on the end of the snake cable and try to break up the root. They told me this could not be done even though I have had this exact service done at my property in the past (it's an established neighborhood with mature trees - roots are a very common problem). I thought it was very strange that the technicians wouldn't even attempt to use an auger bit. Then they proceeded to write up 3 options for me to fix my issue at the cost of $10,543, $7,130, and $3,257 respectively to excavate my yard and replace my sewer line. I felt like I was being scammed at this point so I contacted Arnold and Son's office while the techs were still there to see what my options were and was told by the manager that they leave those decisions to the techs in the field. I thought it was very strange that they had those figures ready down to the dollar when they had only been at my property for a half hour or so. I VERY reluctantly paid the $99. I contacted another drain service in the morning and they had my sewer cleared within 20 minutes using, you guessed it......AN AUGER BIT. I would like my money returned to me and this complaint go on their record so they do not continue to scam other customers.

  

  Business Response

  Date: 12/21/2022

  Thank you for informing us your feelings about the services you received.  It is not our policy, nor is it our goal to provide customers with anything but 5 star service.  We will always analyze the problem(s) and provide a range of solutions both long term and short term regardless of the cost.  We never start with anything larger than 2" cutting appliance on any sewer.  We know that has the best chance of getting into the line, through a problem and back out. Anything bigger runs a large risk of getting a cable stuck in a line, which means digging up immediately,  

  The real scam is a company that will charge to get a line flowing for a very nominal charge leaving a homeowner believing a line is fixed or that it is normal to have this done every year.   If you want a short term solution then yes its true, for $99-$175 we will NOT run a cable multiple times to give the impression the sewer is clean. Roots are ALWAYS left in a sewer line even now after the company you had after us has finished.  We realize the cost for long term solutions is not quick and easy but very rarely in plumbing are long terms solutions quick and easy.  Most plumbing is neglected for far too long until the problem is so bad that only the most expensive of solutions will do.

  We are sorry you were this unhappy.  We wish you would have asked for the refund when you called or when dealing with our Technicians ****** and *****.  We have no problem issuing a refund but will not concede to accusations that we are scamming anyone.  We have over 600 5 star reviews from customers who tell a different story. We will issue the refund once we hear back from BBB. Regards,

  ****
  

  Customer Answer

  Date: 12/21/2022

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and although I do not agree with their explanation, they have offered a refund, which is what I wanted so if they are willing to do that, I would consider this issue resolved. 

• Initial Complaint

  Date:10/17/2022

  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.

  I had called to have a plumber come snake out my sewer line and they did come out and when they snaked it and then put a camera down the line they did say there were still roots in the line but when we flushed toliet there was water flow and within a week its clogged again and we have contacted them a couple times by phone and also by website then my wife gets a call today and they told her they told me there was a 95 % blockage still even after they snaked it which isn't what I asked for and they never did tell me that and from what I'm being told they never said they would come snake it correctly so I can get it unclogged so we do t have it backing up inside the house

  

  Business Response

  Date: 10/19/2022

  Mr ****** was first to meet with our technician ****** *** *** ********** ** **** ** **** ***** *** ********* ** *** ***** **** *** **** * ******* *** ****** **** ***** *** *** ***** ***** 

  Roots have infested the line, Mr. ****** was aware and made it clear his wife would "not be happy"  When we left the initial call, everything was draining but technician warned due to the amount of growth there was no telling how long it would last. 

  Sunday OCT 16 We received a call from the Mrs Horton explaining the line was backed up.  We also received an email the same day from Mr. ****** about the same issue.

  ****** the original technician was alerted and attempted to call Mr. ****** Monday just after 8am and again Monday after 3:30pm with no response.  ****** tried again Tuesday to reach Mr. ****** and was met with voicemail.

  We understand nobody wants to have these kinds of issues. Companies like Roto-Rooter give people a false sense of the job they do when they spend hours trying to get through sewer roots only to have it last year or less.  We offered 3 different options for sewer solutions with varying degrees of longevity. 

  As always* ****** * **** will refund 1/2 of the cost of whatever the customer paid initially toward any long term repair option up to 6 months after the service was provided.  Unfortunately for the Hortons, their situation was more advanced than they were expecting. 

  Customer Answer

  Date: 10/27/2022

  I will take the offer 

• Initial Complaint

  Date:09/08/2022

  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.

  In May of this year, my bathroom flooded and debris was coming out of the tub. Arnold and Sons came to my property and quoted almost 12k to fix this problem. They said that the pipes in both bathrooms needed to be replaced and the sewer line in the front yard needed to be dug up and repaired. I took out a loan and agreed to these repairs. They left the line in the front exposed, the tub uncaulked, and a giant hole in the downstairs bathroom ceiling. On 7/22/22, the downstairs bathroom flooded with yard gunk. Arnold and Sons came back and said it would cost another 30k to fix. Apparently, there were two other sewer lines coming out of my house that they didn't tell us about previously. They said they'd come back out on 7/25 to hydrojet the lines and look with a camera. On 7/25/22, **** ****** came to my home and told my husband that the problem could be fixed for $500 without further detail. He left no paperwork and did not respond to my requests for information for almost 3 days. When he responded, he still didn't tell me what was wrong with the plumbing, what I needed to do, and why the price went from 30k to $500. I chased after this info for almost 2 weeks. I still don't have it. **** ****** also lied to me about what he did do at my home. No sonar was used. I've had the City out and they told me to never use Arnold & Sons and they shouldn't have dug up the line. I've had two other plumbers out who can't figure out what Arnold & Sons did. I still don't know what's wrong with my house and the upstairs bathroom that they supposedly replaced entirely is flooding again. According to other professionals and the City of Peoria, I was likely scammed out of 12k, and I still don't have a working toilet. I should not have to be p0.0aying on bad work or no work for the next 10 years.

  

  Business Response

  Date: 09/09/2022

  We attempted to get ahold of this person twice to no avail. 
  they have a sewer line that is over 150ft long. 
  

  we replaced piping inside the house as well as dug up the sewer in The front yard to remove major root infestation as well provide access to view the line in its entirety. Hence the almost $12,000.

  we came back out to provide another courtesy jetting and see what was happing now. we found the upstairs of the house was draining fine, the basement bathroom was not backing up, it just wasn’t going down.. So the customer had use to the entire house except this bathroom.  through much investigation due to minimal access we found this bathroom went out by itself and tied into the main sewer line on its own and unfortunately has massive root intrusion. 
  

  we offered to pull the toilet and run a cable through the line for this bathroom to “Hopefully provide some relief” but was also told the roots will grow back more aggressively after. 
  It’s true they were also quoted a couple options verbally to remedy this situation in the backyard where there is literally no access to get an excavator to, as well as between a deck and a shed.. 

  Ge said he would like to get it open for now and decide later what to do.  We scheduled to have ******* (a technician) to go out, pull the toilet and attempt to cut some roots out.  They did not answer the call to arrive and never called back after two tries. 
  

  we have an A+ rating with the BBB. Have over 600 reviews with ****** and a rating of 4.5. 
  We are not in the business of scamming anyone.  
  

  if they would like us to come out and perform the $500 service we would be more than happy.  But it was never implied that  $12,000.00 would give them an entire new sewer line.  They have more problems and yes it will be expensive if they would like it resolved long term. 

  Customer Answer

  Date: 09/09/2022

   I am rejecting this response because: This is not what happened. I had to email and call for information on my plumbing which I never received. I had three main questions. 1. What exactly is wrong with the plumbing in my home? 2. Why is there a price difference in the tens of thousands of dollars to fix my home? 3. What needs to be done to fix this problem? These questions were never answered and have not been answered in this response. They can't even keep straight which toilet is a problem. And they're not telling the truth about the downstairs bathroom, which is flooding with yard gunk. They're also not telling the truth about attempting to contact me. After supposedly hydrojetting the line and doing some sonar something that never actually happened, after not giving me answers to my questions, they called me two weeks later to come out and inspect the line again. I said absolutely not. They'd already "inspected" it multiple times without answering my questions or doing anything to fix it. In addition, the work that they did to repair/replace the plumbing in my home in May has failed. The upstairs toilet and tub are backing up again despite being told that all plumbing has been repaired or replaced and the sewer line is repaired and clear. It has been three months. I did not take out a 12k  loan for repairs that are only good for three months. I'm aware that roots grow, but this does not account for the fact that the inside of my house is still backed up, and they don't grow fast enough to negate clean-up within three months. Arnold & Sons has not been truthful with me or with the BBB. Whatever they did to my home is not the service promised and I want this loan cleared/refunded as they have not in fact actually fixed anything in my home.

  
  

  

  Business Response

  Date: 09/14/2022

  As stated, we are prepared to come back to the home and warranty anything inside the home that was performed by us for the original installation price.

  We will provide a written document stating the current condition the drainage system of the house, what is causing the issue that appears to be on going as it relates to the work we did under the original contract.  

  This issue still remains with the basement bathroom draining by way of a separate dischagre out to the backyard and tying into the sewer. 

   

  Just a note: I do not know who is the author of the complaint, but last I was there personally which was the last time anyone was there to address the problem.  At that time, the basement bathroom was the ONLY drain in the house that was NOT DRAINING.  The rest of the house was draining fine and the gentleman stated it was not backing up in this bathroom but it also wasn't going down in the shower.  This was evident by stagnant water sitting in shower. The Gentleman was the only person there at the time.Whomever is authoring this complaint should also be there.

  We are not interested in leaving a situation like this unresolved.  

• Initial Complaint

  Date:07/29/2022

  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.

  see Attached document for full details

  The gas valve will be under warranty. Five days later the gas valve was replaced. I called the office, in regards to why I am being charged for a warranty part. I was informed the company has order, shipping, and installation. Warranty doesn't cover time and material. I was charged $596 for the warranty part and $844.45 for the repairs or $109 just to come to the house.

  

  Business Response

  Date: 08/01/2022

  Our Technician (******* was dispatched to this customers home for service on -7/08/22  After greeting the customer and probing for information from Mr. *****, it was deduced that he purchased the water heater from ****** ******** *** *** ********* *** ***** ******** **** ****** * **** ********* ***** * *****. 

  We gave Mr. ***** the same service we give every customer which is a complete evaluation of the plumbing, testing water pressure and a visual inspection of the top areas in the home that are the biggest cause of emergency problems. 

  The bottom option was what Mr. ***** chose to have completed, he signed the iPad contract for the work to be performed by us, and an install team was scheduled and completed the work.  

  Customer Answer

  Date: 08/10/2022

   I am rejecting this response because:
  
  attached

  The representative made no mention of who installed the water heater, just that the part was under warranty.

  What difference does it make, who did the installation. A part that is warranted should be replaced at NO COST to the customer. That is what a warranty is for.

  It appears some companies do not honor warranty's. They collect for the work performed and then return the bad part to collect again.

• Initial Complaint

  Date:07/05/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid 15 thousand dollars for a full sewer system replacement. There crew destroyed mh property beyond what i expected, left trash, and exposed wires hanging out of the ground.

  

  Business Response

  Date: 07/08/2022

  This customer made this complaint before trying to contact us. 
  We’ve since made contact, went back yo his home, made corrections to those items he stated and customer stated he is satisfied on all accounts.