ComplaintsforGreenwell Plumbing Heating and Air New Albany

• Initial Complaint

  02/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I had a second sewage backup due to negligence on one employees fault. The guy never went in basement to check the backflow valve. He came on a Monday,said he'd contact us the next day,never heard from him and it flooded again. My driveway has been dug up half of my side yard is dug up and this part is under warranty still. The company will not respond to my text. I left a message to no avail.

• Initial Complaint

  10/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On September 20th 2023 I called Greenwell for plumbing services as I had water backed up in 3 different areas of the home. technician named **** showed app and charged me $197 to repack something on the valve in one bathroom on the toilet. he did not look atvthe drain out valve he did not look at the areas that were leaking. he said he had fixed the problem. he plunged the toilet when I wasn't looking as I had to take a phone call and made it look like everything was fixed. 1 week later the very same thing happened and the plumber called found tree limbs in the lines and other issues with the valves On offs on both toilets. I paid $197 that should be returned to me. I have called and talked to the person answering the phone I've talked to the customer service manager I've asked for the general manager and manager and been denied. I've also chatted twice with this company. no one will make a resolution. I Expect a refund of a $197 and an apology.

  Business response

  10/23/2023

  Morning ,

   This is ******** service manager at Greenwell Plumbing Heating and Air . I did attempt to contact customer through phone calls and voicemails. **** ****** did return my phone call today at 10:30 a.m. on Oct. 23^rd,2023. We did discuss the issues she had concern over. The Technician **** who completed work did correct 2 issues on shutoff valves . He charged accordingly for that per our price book . However, the customer advised she did address concern about the recent back up she had that caused water to get flooring wet. The Technician going by his summary and pictures did not investigate this avenue. Greenwell did side with the customer on Technician not investigating sanitary line blockage and refunded customer back the total amount paid for after hours and services completed. The customer was happy with refund being provided back . Thank you

• Initial Complaint

  08/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  On June 13th, I had a tech show up to change out the water line for a new fridge. On the evening of June 14th around 10pm. I realized water was pouring from the line down the HVAC system, brought down some ceiling panels and water had begun to flood part of the basement. Greenwell had came out that evening and returned on Thursday morning to fix the line. ******** came out and said they would make this right and advised they would send a company out to dry out the carpet and see what needed to be done. On Friday afternoon, a rep from ********** (sub) came out to access and advised what needed to be done. He then said maybe Saturday or Sunday they would be back. I immediately called and left a message at Greenwell to advise they did not bring equipment. No return call. On Monday, I called Greenwell again to advise I was still waiting. At this point, it had been 6 days. Mold had started to form on the paneling in the electric room and the carpet smelled and caused my son with asthma to cough. Long story short my experience with sub and Greenwell did not go well. It was a constant back and forth between the two as to what was going to be done. Due to the delay, the carpet and panels in electric room had to be removed as mold started to grow and alot of things had to be thrown away. While according to sub, Greenwell would not approve the removal of the paneling that had water damage; ******** said the sub was the expert. I did a mold test and found it was airborne. Both companies were finger pointing and no one willing to step up. On the 6th of July Greenwell provided check for cost to replace carpet and only half of install. I told ******** as it had been almost 4 weeks, I had to take charge as they were not going to. His response was "people make mistakes". I had to pay $1,750 for removal of panels, had Kilz applied on wood studs in electric room and painted basement. Work still in progress as panels not replaced yet. Can send emails and pics

• Initial Complaint

  09/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Thought I had a water leak They charged me $1,661.00 To put in a new water line which was not bad. Took out my copper line and put in a pex water plastic line which was not the Problem then put in another clean out in frount of my house and had to run a scope which was $200.00 Then the clean out they charged me another $800.00 Dollars they said that My pipe was clean but in the turn of my sewer line was leaking > And it is still leaking Then they ran a scope again and said it was in the turn in which I said that to them in the beginning They will not call me back they will not fix my problem I paid them almost $2,700.00 and still will not fix my problem >I did have a water leak underneath my house But I fixed that for $9.00 >{ They need to fix my problem or give me refund at least so I can get this fixed > They won't even call me back, Either finish the job for free or give me a REFUND

  Business response

  10/14/2022

  Greenwell Plumbing Heating and air received a complaint reported to you (BBB) from ******* ****** on Oct. 6th, 2022 .  The customer first made an appointment stating on recorded call, he had a leak on main line from meter to house and wanted estimate . Greenwell plumbing didn’t do any diagnosis to determine leak and provided estimate only , as customer didn’t want to pay diagnostic charge and just wanted estimate for replacing/repairing line.  Customer excepted waterline replacement estimate, and work was completed on 07/22/22 . Later that day customer contacted us stating water leak was still present and seeping from yard. We then sent another technician out who determined the new water line was installed correctly and no leaks present , so he crawled under house and found active leak in crawlspace. He then advised customer of active leak present. This resulted in customer repairing himself . This did not correct water leak in yard , so customer was given estimate to install new cleanout and run sewer camera in drain line. This estimate was completed on 08/10/22 and resulted in finding heavy roots that required a drain cleaning with large sewer machine to be performed. Line was then camera again showing no issue in drain line to cause water in yard. This corrected the roots in drain line and draining without restriction , but not leak in yard. So, we then did a follow up on 08/16/22 that showed no new information and no water on sidewalk. We then went backout again after customer stated leak in sewer line on 09/06/22 , this resulted in us doing a dye test that produced no new information and letting us know that it was not a sewer drain line leaking. Customer stated that he noticed when washer was run throughout day the leak in yard would be present . So, we then finally talked with customer after multiple back and forth calls being missed and new appointment being made to go backout and dig up sewer drain line at no cost to show customer our work completed was not the issue. There was finally an appointment agreed on for us on 09/26/22 to come back out and complete digging line backup for inspection at no charge. The line was dug up again and customer was shown line was not leaking on main water or sewer drain line. The technician then advised customer to run his washer so we can see if any water comes through  new cleanout, this proved that washer line was not tied into main drain line and washer line was leaking underground at undisclosed location. Customer was advised that we would need to locate his washer line as it was not tied into main and would require additional work and cost. Customer didn’t want to pay for any further work at the time. Greenwell Plumbing has been trying to work with Mr. ****** on his plumbing issues but has not been successful on the cooperation of the customer. The work completed by Greenwell Plumbing was ethical and up to code per city/county code. 

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