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:01/08/2025

  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.

  Background: Service Plus installed a $17,000, new HVAC system in January 2024. The service technicians did not appear knowledgeable about the new unit and in June 2024, the tech told me there were no filters to change during a maintenance service call. There are two filters in the unit, therefore I called Service Plus with my concern about the new system not getting proper maintenance. I called twice, never received a call back. Therefore I ordered and changed the filters myself, and hoped the rest of the inspection performed by the tech was adequate. Current problem occurred Nov. 27, 2024 when started using the heater. The drain pipe was not installed adequately AND the mechanism to shut down the unit to prevent flooding was missing. My unit flooded the upstairs utility room, leaked through ceiling and flooded my entry way. I called Service Masters Restoration to start drying the damage (Service Plus said that is who they use). Service Masters sent Service plus their invoice after drying occurred, Service Plus sent a contractor to make an estimate for them to paint ceiling and replace flooring, and sent a technician to service the unit. The tech's report stated the drain pipe was attached incorrectly and condensate cap missing to prevent flooding. He fixed drain pipe, they have yet to fix the condensate cap. Service Plus has not paid the invoice to Service Masters, followed up on my repairs, or corrected the condensate cap. ******** was handling the case with sluggish responses. I stopped getting any response a month or so ago. I found out ******** is out indefinitely, no one assigned to my case, asked to speak with someone else several times- no response. They have all documentation. Their initial steps to fix all the issues is an admission of responsibility. I would like to have repairs done, unit corrected & service masters paid, OR be reimbursed for the entire unit based on their satisfaction guarantee policy stating full reimbursement if not satisfied.

  

  Business Response

  Date: 01/16/2025

  ******,
  Thank you for reaching out to us and allowing us the opportunity to address your concerns. I want to sincerely apologize for the experience youve had with Service Plus regarding your new HVAC system and the subsequent issues that arose.
  I understand the frustration you must feel about the initial service and the lack of communication. I assure you that we take your complaint seriously, and I appreciate your patience as we work to resolve this matter.
  I want to confirm the actions we are taking to address the issues you raised:
  Condensate Overflow Protection: We will be on-site on Wednesday to replace the condensate overflow protection to ensure it functions correctly and prevents any future flooding.
  Flooring and Paint Repairs: I understand that the flooring and paint repairs are still pending. Were currently investigating the quote from the contractor to expedite this process. We appreciate your understanding as we gather the necessary information.
  Service Master Invoice: I am pleased to inform you that the invoice from Service Masters has been paid. We value the partnership with Service Masters and strive to ensure that all matters related to repairs are handled efficiently.
  Our goal is to restore your complete satisfaction with our services, and I assure you that your concerns will be addressed promptly. If you have any further questions or if there's anything more we can do for you,please dont hesitate to reach out directly at ****************************************************************************************************************
  Thank you for your understanding, and we look forward to rectifying this situation for you.
  Best regards,
  ***** ******

• Initial Complaint

  Date:10/04/2024

  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.

  Called plumbing service to fix plumbing leak. Leak was diagnosed as coming from a tub. I advised the tech that the tub was not used; but, the tech advised that it was the tub. The tub was replaced. But it did not stop the leak. The plumbing company first attempted to advise that I had two leaks. The leak was coming from the toilet. Plumber fixed the leak. I called the drywall tech. Leak restarted by the time the drywall tech came out. Plumber fixed the leak again. I called the drywall tech out. Same issue. Leak had restarted by the time the drywaller came out. Plumber fixed the leak again. I called the drywall tech out...same issue. At this point the plumbing service advised that they would take care of the drywall. Which was nice; but, due to how many times my drywallers had come out. I had to pay them. The plumbers came out one or two more times to fix the leak. Causing more damage in the process. I fix the damage and call the plumbers to reseat the toilet. Only to find out that the work to fix the toilet was not done properly and more work needs to be done. I am fine with that. I make the appointment for tue. No on reaches out so I call tue..am told someone would be out. No one shows. I call Wed several times for someone to come out. No one does. I call Thursday to see what is going on and am told that they tried to reach me but could not. That calls and texts did not work. That I had a text block on their company since mid year..even though I received several texts from them in September. They have advised that they are happy to fix the issue during the week. I have made myself available during the week, called them multiple times..and while they are nice. I got nowhere. And all of a sudden they have advised that they cannot reach me. At this point I am only available on weekends. And they cannot do the work on weekends.

  

  Business Response

  Date: 10/28/2024

  Dear *******,

  Thank you for bringing your concerns to our attention.  I will look through all of your records and provide a response to you by close of business on Tuesday, 10/29/2024.  Please feel free to contact me at any time, 7 am - 4 pm, Monday through Friday.  

  Kind regards,

  ******** ********
  Customer Care Representative
  ********************** Plus

  Customer Answer

  Date: 11/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Saying that it will be looked into is a start if a resolution..not a resolution in itself.]
  
  Regards,
  
  ******* **********
  

  

  Business Response

  Date: 11/04/2024

  I had the opportunity speak with Mr. ********** today to schedule our Field Supervisor to go out and complete the needed work at his residence.  ***** ********* will arrive at 8 am on Saturday, Nov. 9th to do the work.  I offered Mr. ********** a complimentary year of our Service ********* maintenance program for HVAC, plumbing and electrical, but he kindly declined.  Following the work that is completed Saturday, we believe this will close out the concern that Mr. ********** has brought forward to the BBB.

  Many thanks,
  ********

  Customer Answer

  Date: 11/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  The work has now been completed. My remaining complaint is about the cost. I asked the company to fix my plumbing leak. They misdiagnosed the leak, advised that they thought the tub was cracked and replaced it. I advised the plumbing management as soon as the error was noticed that A. I advised the diagnosis tech that the tub wasn't used several times and B. That the tech did not test for leaks. I am not a plumber. I trusted the tech diagnosis that the tub was the cause of the leak. When the plumbing company realized the error...they then sent the same plumber who misdiagnosed the leak to repair it. He was sent out to repair it four or five times when his repairs didn't work...and it still wasn't done properly. Hopefully the latest tech will have done things properly. I also had a bunch of other issues with this repair. Long story short the entire repair (with drywalling) SHOULD have cost around $1000. Because of the misdiagnosis, and tub replacement, it ended up costing me around $4500 just from the plumbers end. I don't want a free repair. But I do want to be charged what the repair I originally called them out for should have cost. I shouldn't be liable for their employees lack of training.
  
  Regards,
  
  ******* **********
  

  

  Business Response

  Date: 11/13/2024

  Thank you for your response, Mr. ***************** *** ******, Service Manager for Plumbing, is traveling until Friday this week.  I have sent your response to our Field Supervisor, ***** *********, who is familiar with the details of your concern.  If it is possible to respond before Friday without ***** input, either ***** or myself will reach out to you, but we will contact you on Friday at the latest.  If you have questions between now and then, please contact me at ************ and ask for ********.

  Kind regards,

  ******** ********
  Service Plus Customer Care
  

  Customer Answer

  Date: 11/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  Had plumbing company to come out and fix leak in June. Ultimately the leak was misdiagnosed and the tub was replaced. They then sent the same plumber who misdiagnosed the issue out to fix the leak (once a senior tech verified the cause) somewhere around 5 times. I told the diagnostic tech that the tub was not in use several times and was advised that it was the issue. The tech did not run the water in the area to troubleshoot. I advised plumbing management of these things as soon as the tub was replaced and the leak wasn't fixed. I further asked the management to test the tub they removed, etc. If I had gone with another company..or if this company had sent someone more experienced the repair .with drywalling would have cost around $1000 instead of $4500. Service Plus sent an inexperienced plumber to diagnose my issue. And once he'd messed up the diagnosis..they then sent him back to fix the leak.. multiple times. In the end someone else had to come out to fix it correctly. Everything that could go wrong with a repair did with this one.. repeatedly. And while the Service Plus team has been nice and professional that does not make up for abusing my trust. I am paying for that plumbers inexperience. I hired a top rated company and paid more to avoid things like that. This is a continuation of BBB complaint #********. The repair is finally complete but I never heard back from them about the additional adjustment.
  
  Regards,
  
  ******* **********

  
  

  

  Business Response

  Date: 11/26/2024

  I will review with *** ******, Plumbing/Drains Service Manager and respond as soon as possible.  Thank you for your input.

   

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

  Customer Care

  

  Business Response

  Date: 12/06/2024

  Hello ****************************** Manager, ***** *****, has authorized me to issue you a refund in the amount of $1,500.  Please respond to this offer at your next convenience.

  Many thanks,
  ******** *******
  Customer Care

  Customer Answer

  Date: 12/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Thank you very much for the offer. My rejection is based on this. The repair that should have been done..with an expensive company.. including drywall should have maxxed out at $1000. I would appreciate a refund of $2500. That would make the cost of the repair around $2000. Double what it should have been. But things happen. I'm trying to be fair. And I want this behind me.

  
  Regards,
  
  ******* **********

  
  

  

  Business Response

  Date: 12/09/2024

  Thank you, Mr. ***************** Your counter-offer has been communicated to the General Manager and a response will be provided as soon as possible.

  Kind regards,

  ******** ********
  Customer Care
  ********************** Plus

  Customer Answer

  Date: 12/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I thank the company for the update and am awaiting their decision to my counteroffer.
  
  Regards,
  
  ******* **********
  

• Initial Complaint

  Date:09/21/2024

  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.

  On 09/17/2024 we had a young man from Service Plus Heating, cooling & plumbing come to my ******* granddaughter and her husband who live with us were needing the ****** off to replace a floor under the toilet. Remington came and looked at our project he informed us he couldnt do what we needed. He called his boss and they agreed he couldnt do it. BUT then he said we can fix it by cutting the pipes and such. So my granddaughter who was paying for it asked how much. He told her $1300+ to fix it. He told us they would put the floor in. She decided to have it done since they could do a 18 month same as cash loan.The next day ****** and another young man came to do the job. They were 3 hours late. They were both apprentices. The other young man cut a hole in my kitchen ceiling. Not a straight line in the bunch. ****** cut more flooring that really didnt need cut, they then cut a pipe and put a rubber boot on it and replaced the other pipes that were perfectly fine. They took about a hour. I told them that Remington said they would put the floor in, they said they couldnt do that. When my granddaughter and her husband got home they called and asked for a boss they finally heard from them they said they would send someone out the next day. They were supposed to wait until about 12:00 pm. But they came at 11:00 am. It was Remington again. He told me he didnt say they would put the flooring in. He said they couldnt leave the ****** off even though that what we wanted to begin with. He got belligerent with me. He was talking to my grandson InLaw and had my phone in his hands wouldnt give it back. I was feeling uncomfortable with him. He then called ****** and asked about what he did. Got the same spill we couldnt leave the ****** off. Remington was cussing at me when he started taking steps toward me I put my hand in his chest to stop him. He yelled I was touching him. I let him leave and he said we got paid so I dont give a F Moterf. I made a police report.

  

  Business Response

  Date: 09/23/2024

  Dear Mrs. ******************* you for making us aware of your recent unpleasant experience with our technicians.  It is disappointing to hear that you did not receive the excellent level of service that we expect our customers to receive and we apologize for your frustration.  At this time, it will be brought to the attention of their supervisors and an investigation process will ensue.  Either myself or a supervisor will be in touch by phone shortly.

  Again, thank you for making us aware of this event.

  Kind regards,

  ******** ********
  Customer Care Representative
  ********************** Plus **********************, ******************, ********************** & Electric

  Customer Answer

  Date: 09/30/2024

  I have had criminal charges filed against me, because Remington lunged at me and I put my hand out to stop him from coming at me. 
  a woman alone in her own home with a 19 year old male cussing and yelling. 
  I know this company way over charged for the work they did. 
  when you go to someones home to preform a service you should not respect the home owner and their belongings. Taking pictures without permission is disrespectful.  Especially when its items that you are not servicing.

  Customer Answer

  Date: 10/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  I have had criminal charges filed against me, because Remington lunged at me and I put my hand out to stop him from coming at me. 
  a woman alone in her own home with a 19 year old male cussing and yelling. 
  I know this company way over charged for the work they did. 
  when you go to someones home to preform a service you should not respect the home owner and their belongings. Taking pictures without permission is disrespectful.  Especially when its items that you are not servicing.
  
  Regards,
  
  ****** ******

  
  

  

  Business Response

  Date: 10/04/2024

  Good afternoon,

  To update you on the situation with our customer, ********************************* called the General Manager in the midst of the situation and was advised to summon the Police.  He did this and the police arrived, took statements from Mrs. ****** and her family and from our Technician.  In the end, the officer arrested Mrs. ****** and the Hamilton County Sheriff's deputy filed charges against her.  All information has been sent to our home services company and their legal department (Redwood Services), who will interact with the authorities and legal system on our behalf.  At this time, we are not communicating with Mrs. ****** due to pending litigation.

  Kind regards,

  ******** ********
  Customer Care Representative
  ********************** Plus **********************, ******************, ********************** & Electric

• Initial Complaint

  Date:07/17/2024

  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.

  Date of completion of project was 8/18/23. Service plus replaced my entire sewer line, with promise of taking care of any soft clogs that we may encounter after completion. As I understand this would be covered under the 1 year stoppage warranty. At the time of the issue they observed a clog in the French drain external to the garage and said once the line was replaced that should clear but if a clog was encountered they would take care of it.We had them out in March 2024 to evaluate a soft clog in previously mentioned drain. Water was collecting after it rained and leaking into our garage/basement. A couple guys came out and over the phone the person who they said could "jet" the line simply refused to do it claiming the pipe material was too risky and the only solution would be to rip out our entire driveway and install a new drainage system. The guy who was there in person said to call another company and they'd probably do it. We did have another company come out and take care of it easily. They charged $750. I contacted the sewer manager at Service Plus via txt and email and he said they would look into it and come up with a resolution. I sent him the invoice and let him know the resolution desired ($750 reimbursed due to It being under warranty). I tried to follow up several times and received no results. This is only one of several issues I encountered with this company. The least they could do is cover the expense of something they refused to do despite it being under warranty.

  

  Business Response

  Date: 07/18/2024

  Dear *****,

  After a review of your complaint and the contract with Service Plus, I am unable to reimburse you for the work done outside our company.  The issue fall under the terms and conditions in the contract : "Any changes, adjustments or repairs made by others, unless authorized or approved by Service Plus in writing, shall terminate
  Service Pluss obligations and warranties."

   

  Thank you 

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

  Customer Answer

  Date: 07/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  It must be convenient for your company to create a warranty that allows you to refuse to follow through. I guess I shouldve just kept letting water dump into my garage and basement since you all wouldnt do the work as promised in the warranty. Ill continue to shout from the roof tops how terrible Service Plus is to work with. Zero integrity. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:04/20/2024

  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.

  Purchased new air conditioner, thermostat and additional return vent installation on 4/17/24. I was told install would take four hours on 4/19/24. Installers were here from 8:45 am to 5pm without completing job. I was told they did not have sufficient materials to complete job (despite arriving late in the morning to get materials and going back to the shop midday for more materials) and now everything was closed and they couldn't return until mid next week. After they left I realized they hadn't gone over thermostat they had initially installed then removed saying it wasn't working (putting my old back) then reinstalling after I said my old one didn't work. After I asked why they did that they said they would go over everything at end, this was the only time I bothered them with questions over the 8 plus hours. But they then didn't go over anything yet asked me to sign for the job and I said no the work isn't complete. They said they understood and left. I called later that evening 4/19/24 explaining I needed to schedule a date to finish and needed solid explanation on the thermostat to ensure it was working properly since I was told it was defective at first. I was told it was Friday and I said I understood and would expect a call first thing when everyone was back at work. Today, 4/20/24, my neighbors right next to me have this company installing. I never got a call back. So I called back again and was told again someone would call me back. I said who and when. They could not answer this. I have already financed this through their preferred lender so this company has been paid $8,870 for a job I haven't signed for as complete because it hasn't been. I have no known date of completion and no idea the work done was even completed correctly.

  

  Business Response

  Date: 05/21/2024

  Dear BBB Member 

  I apologize that you have had to deal with this issue.

  I have asked that our office reach out to you immediately to schedule the necessary repairs/completion.

  We will make this 100% correct for you 

  Thank you 

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

   

   

• Initial Complaint

  Date:06/20/2023

  Type:Sales and Advertising 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 May 30th 2023 service plus was called to complete repairs on a leaking shower faucet and bathroom sink. Complete cost was $1,038.77. Upon completion the tech ********************* left as fast as he could and barely waited for payment to complete. Upon inspection found he had fallen into the shower wall knocking plaster and multiple tiles off the wall. He left without even mentioning it. After multiple calls a supervisor was out on June 1st 2023 who simply looked at the wall, placed a hand near the hole pushed on it and said the wall was already weak. We explained it was not weak that the fall had loosened plaster up inside the wall. He replied, "all I can do is report what I find to the money man". Reached out three more times and never got a response, update or anything. Finally called on June 20th 2023 to be told someone would reach out to me. Only to be sent an email saying it was not something they caused and they would not address it.

  

  Business Response

  Date: 07/24/2023

  Dear *************,

  I have reviewed the information that we have about your complaint and I understand how you feel, unfortunately we cannot be held liable for consequential damages due to defective or damaged walls, tile piping.  We exclude these types of damages in our terms and conditions, that you agreed to before we begun the work on your home. 

  I have attached a copy for your records 

  Thank you 

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

   

   

  Customer Answer

  Date: 07/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  That is not my signature. Secondly, nothing was explained to us about any damages. Also, the wall did not have any damage before the tech fell through it. 

  
  Regards,
  
  *************************

  
  

  

  Business Response

  Date: 07/26/2023

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

  Thank you for your response,  at this time we consider this matter closed please reference our previous message 

  Thank you 

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

  Customer Answer

  Date: 08/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:05/31/2023

  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.

  In August of 2022, we paid Service Plus $10,000 to replace all existing plumbing lines in our home, including the old cast iron main drain pipe under the basement floor. After the first day, we had to call + have a supervisor come out to check the newly installed water supply lines. He had the same plumber come back the next day to completely redo all of the work from the previous day bc it was sloppy + poorly done, even though I expressed concern about having the same person do the work again. The same plumber jackhammered up the concrete to remove/replace the old cast iron drain pipe. He was unable to jackhammer up the old floor drain, so installed the new drain (w/no drain cover) about a foot away (he patched the old drain location, but left a quarter sized hole in that patch), on a high point of the floor. After the pipe replacement, he mixed /laid his own concrete. Even now, all these months later, those concrete patches are uneven + crumbly. AND water seeps through the concrete in those areas. Those are the only spots in the basement that are consistently wet. When we contacted the company, they told us that we should not have expected a plumbing company to do good concrete work. In addition, there were several other mistakes: they didn't seal our toilet correctly + it leaked into the basement, they installed the hot/cold water lines for the washing machine backwards, they refused to believe that the new 'high point' drain wouldn't work because the water wouldn't flow up hill + got heated with my husband, they didn't replace the outside water spigots (even though it was on the work order) until we called multiple times, they replaced our gas lines (w/out our ok) + ran them diagonally across the ceiling, they tracked mud through the house (even after we asked them to wear booties). We have since spent thousands of dollars trying to fix the mistakes of this company. We are only asking for a $3000 refund, which won't even cover the cost of those corrections.

  

  Business Response

  Date: 06/01/2023

  Hello,

  Thank you for the feedback on the work we provided at your home.  I have reviewed the issues you stated in your complaint. 

  Service Plus returned to your home on 8/8/22, 8/12/22, 8/15/22 and 8/17/22 to correct and address the issues you brought to our attention, we are happy to stand by our workmanship and correct any defects in our workmanship or materals. 

  As per out terms and conditions.

  Please contact our office as soon as you can so we can address these items.

  Thank you 

   

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

  Customer Answer

  Date: 06/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  They did return to our home on those days, but failed to fix the issues at hand. They did attempt to fix the toilet seal, but it started leaking again days later. Waste water. Into the basement laundry room. The drain was incorrectly placed UPHILL of the old drain, which they then failed to seal fully. This continues to be a problem, as it is a useless drain...BECAUSE IT IS UPHILL FROM THE LOW POINT IN THE ****** SO WATER COLLECTS IN THE LOW POINT INSTEAD OF DRAINING. They left a HOLE in our basement floor that allowed ground water into our basement. Standing, stagnant water into our basement. The concrete they laid is a mess, and allows water to seep up into the basement. We were planning to epoxy the basement floor, but when the floor company came out and saw the newly laid concrete they said that there was no way they could epoxy over that.  We have since hired plumbers, handymen, and even roofers (the Service Plus plumbers damaged the vent stack, which then, in turn, damaged our roof) to correct problems cause by Service Plus. We hired a home inspector to inspect the plumbing (without giving him any background on the situation). In his report, he noted SEVERAL areas of concern as well as a general "the plumbing looks like it was installed by non-professionals".  It is absolutely appalling that a company should be allowed to damage a client's home without repercussions. 

  Given all of the issues we've had with Service Plus, we are no longer comfortable having them back into our home for any reason.

  Our goal at the start of this project was to finish out our basement. Because of Service Plus, we are unable to complete that project. So not only has Service Plus' actions cost ** thousands of extra dollars, it has also prevented ** from adding usable, livable square footage to our home. 

   

  Regards,
  
  ***************************

  
  

  

  Business Response

  Date: 06/12/2023

  Dear ******

  I have spoken with our plumbers and our plumbing manager about your project and the problems you had, after looking into the history we are happy to return to your home and address any of the issues you have with our workmanship.  I am not able to offer you a refund for this work.
  

  Please feel free to contact our office if you would like to further discuss this matter.

  Thank you again.
  

   

  ******************************* President
  

   

  The Service *********
  

  www.ServicePlusNow.com

  Customer Answer

  Date: 06/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  So many mistakes were made - even on their return to trips to 'fix' issues - that we no longer trusted Service Plus to do work in our home. We hired other plumbers and other professionals to correct the work that was continually improperly done by Service Plus. So, while the owner has replied that they are willing to come and fix our issues:

  a. They are no longer welcome in our home, as they proved to us over several visits that they are incapable of doing basic plumbing work. 

  b. There is nothing for them to fix, as we hired other professionals to repair most of their mistakes. 

  My husband is a realtor with a wide network, and we've made sure to share our story far and wide. 

  
  Regards,
  
  ***************************

  
  

• Initial Complaint

  Date:05/01/2023

  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.

  Scheduled a repair to be done on December 14 for a leaking shower drain. Our primary bathroom was leaking into the kitchen in the basement. Service plus no showed on the 14th but did show up on the 15th. In the middle of the repair the repair man left, and never returned. Another guy came the next day and did the repair. Fast forward a year later and we discover the shower has been continuing to leak into our basement kitchen the entire time. Attempted to call service plus several times to have someone come out and they refused to return any phone calls or emails. Had another plumber come out to inspect it. He took video and wrote reports that the initial repair was never done correctly. The *** pipe that they used was cut too short. They just pushed it up there with nothing bracing or supporting it. So when the water hit it, it just fell out. And then the water went into our basement ceiling, cabinetry floor, etc whenever it was used.I attempted to call service plus again to let them know what this plumber found and have them come and take a look at it. They continued to not return any of my phone calls. I finally got an email telling me I need to submit it to my homeowners insurance. I went ahead and paid the licensed plumber who did the inspection to complete the work. I now have damaged ceilings, cabinetry, walls, and flooring from a repair that was never actually done. All I initially wanted was for service plus to fix the repair. But they wouldnt even take my call. Now I want the cost of the second repair and all the damage they caused. (Attempted to upload video, but not accepted format)

  Customer Answer

  Date: 05/02/2023

  The original repair was done December 15, 2021. Contacted company again beginning in February 2023 after discovering leak from the same repair. 

  

  Business Response

  Date: 06/12/2023

  Dear ******

  Thank you for reaching out to us about your concerns.  After reviewing your service visit from Service Plus it appears that the ceiling damage had already occurred, in the notes of the call they state that homeowner has already cut open ceiling
  

  In this case per our terms and conditions, Service Plus cannot be held liable for incidental or consequential damages.  

  I am also attaching a copy of your signed invoice.  (see terms and conditions)
  

  Thank you
  

  ******************************* President
  

  
  

  The Service *********

  www.ServicePlusNow.com

  Customer Answer

  Date: 06/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***************************
  

  Customer Answer

  Date: 06/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  Service Plus,

  Your response states ceiling was damaged by customer. In the original repair, yes the ceiling was cut out above the refrigerator by the customer, actually it was cut out by the company we used to find the leak and dry out the area. We then contacted you to do the plumbing repair and then repaired the damage to the basement. Some time later we discovered it was still leaking. Again we had to cut out the ceiling to get to it because the shower sits right above this area. We contacted you at least a dozen times to come out and look at the faulty repair and you would not return phone calls or emails. I then had to contact another plumber who said the repair was done incorrectly. The pipe you installed was not the right size, was not braced and just fell out which resulted in the shower leaking whenever it was used. We didnt realize the leak initially because it only leaked when you were using the shower and it leaked down into the basement on top of and behind the fridge and into the cabinetry. After some time, the damage grew and we were able to see it. The plumber we had to come out after you would not respond, *******************, has stated he will go on record that it was done incorrectly. I have videos, but unfortunately the online system is showing they are too large to upload.

   

  Regards,
  
  ***************************

  
  

• Initial Complaint

  Date:04/02/2023

  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 were so excited to finally schedule our whole house replumb & tankless water heater installation with Service Plus. Unfortunately the experience we received was very different than what we expected based on what Service Plus communicated. We did our research, read reviews, got three estimates and were confident in our choice. The project started on 1/4/23 and is still not complete. It was scheduled to take 2 1/2-3 days. I understand that unexpected issues can come up during any project, and when they do just fix it, make it right, but that has not happened in our case.Some of the Issues: Bathroom sink draining slow, bathtub no water pressure, kitchen sink gurgling every time you flush toilet in bathroom, vent under kitchen sink not hooked up, pipe leaking in basement, toilet bolts not cut down, carpet in ***************** soiled & stained from not being covered during process, Nothing was covered, debris everywhere. Pipe installed out front of house & no clean up done. Old water heater was left on wood floor for days leaving rust on floor. Plumber used our bucket, step stool, shop vac & folding chair during process. ***** listened, took notes and said the issues would get fixed.1/12/23 Sent 17 pictures to ***** per his request with concerns. ***** stated there had been issues with **** stating how long a project would take to complete and that ****** has had issues with cleanliness. Currently there is still issue with stains in our carpet from the replumb and we are still waiting on resolution months later. I have reached out numerous times to try and get this resolved and to talk to someone about the entire experience with no response.

  

  Business Response

  Date: 04/05/2023

  Dear Carol 

   

  We apologize for the difficulty you have experienced.  We would be happy to pay for your carpets to be professionally cleaned.

   

  Please contact any carpet cleaning company you would like to use and schedule the cleaning at your convenience let us know or have them call us and we will pay for the cleaning 

   

  Thank you 

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

  Customer Answer

  Date: 04/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Service Plus had a carpet company clean the carpets. After the carpets were cleaned, a white stain was all over the carpets. Service Plus came back out with a bottle of spot remover from ******* and sprayed the stains. All this did was spread the stains around. I communicated that to Service Plus weeks ago and they have not responded to calls or text. At this point, since this has gone on since January, I would not only want the carpets cleaned but compensation for the multitude of issues we have experienced with Service Plus. I can explain in more detail, with pictures if needed of all the issues with the experience. All of which Service Plus has and is aware of. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  Date:01/11/2023

  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.

  In the month of November i had service plus install new 2 ac/heating units in home. That costed me ****** .after installed some rooms are warm other rooms are have barely any air flow and stay cold. They have sent out multiple service tech i get same thing they all shrug there shoulders.After ive done some checking and investigating it seem that the 2 ton units might not be enough for this house .i realize you house is old but i had them put all new duck work in the upstairs to avoid any restrictions and could be done right Seems like if i call them for a fourth time just going to get the run around

  

  Business Response

  Date: 01/12/2023

  We are happy to repair this issue please let us know when we can be out to do the repairs

   

  Tell us why here...