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:09/27/2024

  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.

  The first week of September Edwards, plumbing came out, installed a new hot water heater. They gave me a 10 year warranty, 2 weeks later. I had a massive leak in it that completely saturated my carpeting. And padding in the entire closet All the way outside of the closet. I took video of the carpet and all the water splashing out of it. And I also took pictures of where the leak was springing out of Just so that they could not say that it was not covered under my warranty. It was on their end, so it was covered , they had obviously knocked down clothing that was hanging, to the carpet, someone obviously Stepped on it where it absorbed the massive amount of water. they were completely soiled and they threw it on a brand new bed that I had just purchased 4 days ago. The clothing then stained the white mattress. I asked them to replace the mattress. The employee then got vulgar started threatening to take the equipment. He threatened harm about what he was going to do to me. Refused and said that he will not replace the mattress. They took all the equipment that was necessary to dry my carpet and padding so it would not mold, it is brand new. It has only been in my home for about a month now. Installed, they would not leave the equipment to finish the job over the weekend of drying the carpeting. The manager of the company refuses to speak to me about this issue. So now I have a ruined mattress. Ruined brand new carpet and padding. That was pretty pricey. I told them I have no issues resolving it with submitting my receipts for these items and they don't want to do anything about it. I do have pictures and video. Of everything.

• Initial Complaint

  Date:09/18/2024

  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.

  1st they outsource to a call center so you can not speak to any American. 2nd, I needed a sump pump, the Tech came and with NO supplies. When I called I told them I needed a sump pump. The tech shows up, looks at my pump and asked when would you like me to fix it. I said now. That's when he told me he brought nothing, he would have to run to the plumbing supplier and pick one up, it would be $870. I siad no way. After trying to remove my pipe from the old one the pipe broke so now I need him to replace it. He was gone for over an hr, returns and told me he got me the best pump he could. It was bought from Home Depot for $250, he claimed he had no receipt. I called Edwards, again, speaking to no one that speaks English asking for a manager, and they kept telling me I would recieve a call back. DO NOT USE THIS COMPANY

• Initial Complaint

  Date:06/14/2024

  Type:Customer Service 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.

  6/10/24: we had Edward's plumbing and heating come out to diagnose a back up in our basement bathroom. They said it was a $5k fix and the macerating pump needed to be replaced. We agreed to have it replaced only for a family member to tell us they over changed by 4x the amount and the following day after receiving NO invoice, NO breakdown of costs we decided to cancel the order of the pump and not to services with them. ******* who answered the phone and was very polite said he would refund our money deducting the charge for them to come out which was just fine as they did clean up a mess. We cancelled less than 24 hours after they were here on Tuesday the 11th in the morning. After the money still came out of the bank account we then called again asking how much longer until it was returned and they said the accountant was busy. Called the next day told the same. Fast forward to Friday the 14th, **** the manager tells us the pump is in and either we take it and they charge us 2k or we let them install for $800. My husband declined as we already cancelled services days prior. He was told either take the pump or they are taking the 2k and I quote "we just won't answer the phone anymore". A worker, ***** showed up at our home with our children present with no notice and said we had to keep it because it was $500 to return. Thats not our problem as we cancelled services. They then tried to leave the pump in our driveway so they could say we took it and charge us for it. Upon confronting ***** to take the pump we don't want it. He lied about the services he has done for us, refused to give us any price tag on services. Then, once caught in the lie screamed at me and told my husband to **** off while flashing a middle finger at us calling my husband a *****. All of which I have recorded. I have never experienced a company so fraudulent. We are seeking legal services Monday morning if we do not hear back from the owner of this business by then to resolve this issue.

• Initial Complaint

  Date:05/13/2024

  Type:Customer Service 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.

  Work performed on May 7th 2024..To whom it may concern my name is *****************. I hired Edwards plumbing and heating to do a complete repipe of my home. I have experienced unprofessionalism at every stage of the encounter including schedule no shows, empty promises, and most of all BAD WORK! Days after originally missing the scheduled appointment with any notice they sent out a plumber who had no knowledge of the job. The plumber then proceeded to start a job at a home with running water and said the job was complete without actually turning the water back on due to what he called a bad valve in the main line. I was also promised a tub faucet and didnt receive one as the plumber stated He didnt want to do things the wrong way. I hired another plumber to get my water back running cause I have a small child. The plumber found not only was the valve functional and well there was other numerous problems with the repipe performed by Edwards Plumbing and Heating.

  Business Response

  Date: 03/27/2025

  Mr. ***** canceled his work order and was refunded in full. We did not charge him anything. The employeed he mentioned was terminated and we were going to send another technician but he canceled. We refunded the full amount. Becasue we did not have access to this BBB account we did not even know a complaint was filed. The complaint was not neccessary as we refunded his deposit after he canceled the job. 

  Customer Answer

  Date: 04/01/2025

   
  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.
  
  Sincerely,
  
  *** *****

• Initial Complaint

  Date:06/12/2023

  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.

  We had piping replaced by EPH Saturday May 20th and Tuesday May 22nd). We paid $6,858.64. The technician damaged our flooring, and had told us that nothing was wrong with it when it happened. There’s two dents/cuts in the flooring because of it. He had cut the iron pipe in a large section and let it fall to the ground and told us, "Well, I'm not letting it fall on me." He also cut a hole into the flooring without notifying us or getting permission first. He told us, “You can claim it on your insurance." To us neither of those are reasons to damage our property. He left a huge mess for us to clean up on Saturday and said they only clean when the job is done. We weren't expecting it to take two days, and neither was he. He told us, "If you guys want to clean up you can." We had no other choice. We have an 8 month old puppy and can't leave things like that laying around, nor did we want to have drywall by our front door for 3 days waiting for him to come back. He installed a new toilet flange, but during installation he cracked it. He told my boyfriend before he left that it was and said, "It's cracked, let me know if you have issues and I'll come out and fix it." He wanted us to put the toilet on to test it and see if it leaked. The pipe is crooked because he didn’t measure properly. He had released raw sewage out of one of our pipes. He said he was going to open it and run because he didn’t want to get dirty. My boyfriend asked him to contain it. From our understanding he decided to release it into our crawl space and that it would “go away.” They have reached out by email and my boyfriend (the owner of the home) has talked to someone on the phone. They were scheduled to come out today, June 12th, first thing in the morning. They did not show up and did not answer the phone when my boyfriend called. We are seeking either a refund so we can get a reputable business to fix it, or a partial refund for the job done and would like it to be fixed by the business.