ComplaintsforAlbuquerque Plumbing, Heating & Cooling, Inc.

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On July 11, 2024, while a plumber from ABQ Pl was working under my kitchen sink at **** ****** *** *** water suddenly spewed out from under the cabinet. I shut off the water to the house from the garage and he went and got a wet vac from his truck. At his request, I gave him a towel to sop up the water inside the cabinet and then he spent several minutes vacuuming water off my kitchen floor. He then continued to work on the stuck faucet, but stated he'd probably damage the outer casing with his tools because the swivel capability of the faucet was really stuck. We agreed that a new faucet would be best. Unfortunately I signed the invoice without reading it, because everything seemed fine and routine. Later, I walked into my kitchen to find a small puddle. Water was seeping up between the tiles. I called ServPro* for drying services and filed a claim with USAA. USAA requires a statement from the plumber explaining what happened and what he did to lessen the damage. I called ABQ Pl on Monday to request that statement. The plumber sent me the attached July 15, 2024 invoice #191122 that totally omits the whole water incident. (The service call was actually to fix a swivel faucet that wasn't swiveling, not a leaking faucet. Hence, my regret at signing the original invoice, #******, dated July 11, also attached.) And looking back, when I called on Monday, it seemed as if the person who answered the call was expecting an insurance claim call based on the service notes. Yet the plumber gave me no indication that I needed to dry out my floors and cabinet. This led to almost a six hour delay to get fans in place. *ServPro actions: Measured levels of moisture on floor and inside cabinets on Thurs, Fri, Sat and Sun. Used two fans to dry out floor and cabinets, Th-Sat; pulled up LVT floor on that Fri; reduced to 1 fan on Saturday. Sunday assessment concluded that some cabinet reconstruction would be best because the cabinet moisture was still too high.

  Customer response

  07/17/2024

  I received the statement from the business I requested and no longer wish to proceed with my complaint. 

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contacted this company to secure plumbing services prior to a separate tile installation, as I was trying to limit the time my tenant was unable to use her shower. I was told technicians arrived with all necessary materials to perform the service and there was a trip fee charged for this reason. Technician **** arrived on 5/17/24 and provided a quote for the shower and sink repairs I needed. I was charged the trip fee, but he did not do the service at that time. He stated that the trip fee when the service was performed would be waived. I agreed to the estimate and set up the service for 5/23/24. I was told to update my tenants that the water to the building would need to be shut off. I had two other contacts with scheduling to remind them of the timing needed for the service to work for my tenant. I notified my tenants the water would be turned off. On 5/23/24, technician ***** arrived and informed me that the water to the building was not turned off, and that it was my responsibility to contact the Water Authority to do this. NONE of my previous conversations with this company had disclosed this. ***** did not feel comfortable turning the water off himself and I live out of state, so he offered to contact the Water Authority to have the water turned off and charge a standard hourly rate while he waited. At no time in the past 27 years of this property being in my family has a plumber expected the property owner to schedule a water shut-off. I declined to pay additional labor time for the company's error and rescheduled the service, which fell after the already scheduled tile service. I found another contractor to perform the work. On 6/3/24, I received a bill for $721.67 for ******* visit to the property. I am disputing this charge as I should not be held liable for the company's poor communication - I would pay for services if they had done any. I have requested the phone recordings to verify if I was informed of this responsibility and have not heard back.

  Business response

  06/14/2024

  After a member from our leadership spoke to *** ******* and reviewed all information on file, we were made aware that *** ******* was not notified in advance of any requirements and poorly communicated with in regards to what the it would entail to properly perform and deliver quality service for *** *******'s rental property.  Our department manager spoke with our accounting department and ensured that any charges that *** ******* accrued were removed and would not be billed to him for any work that was not performed.  While attempting to rectify this situation, our department manager attempted to reach out and communicate with *** ******* to properly apologize for the lack of proper communication and all inconveniences that *** ******* and his tenants may have endured during this experience.  Unfortunately, due to both our department manager's and ** ********* busy daily schedules, most communication after that fact was done via voicemails.  *** ******* did call in to our office to ensure that he understood our department manager's voicemail correctly and that there was a zero dollar balance, which there was. His message left to our department manager was to say "thank you and there are no hard feelings".  We hope to get the opportunity to apologize to him in person and will use this experience to learn and drastically improve our communication to be able to provide excellent customer service in the future.

  Customer response

  06/22/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau®:
  

  *********** ********* ******** *** ******* resolved this issue as described. I appreciate their review and response in this matter.
  
  Regards,
  
  ****** *******

• Initial Complaint

  02/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 1st 2023, around 9:00 am It was cold in my house and I discovered my pilot was out on my heater, after several attempts to relight it I contacted Albuquerque Plumbing & Heating, they came out pretty quickly and looked at it and said the thermocouple needed replaced, they replaced it, paid them $363.00. Then on February 1st 2023 It happened again, pilot was out and I couldnt get it to relight, called them around 9:30 pm after hours, they came out and told me the gas valve was no good, so I opted to wait till the next day to have it repaired to avoid the after hours charges. Next day 2-2-2023 they came and replaced the gas valve, paid $907.00, so now Im in almost $1300.00. So for the next 5 days I had to call them everyday because it wouldnt stay lit and I had to keep relighting it. They came out each day trying to figure out why it wouldnt stay lit. Now each time the TECHNIANS TOLD ME TO CALL, IF I KEPT HAVING PROBLEMS, so thats what I did. On the 5th day after they left it went out again because apparently they couldnt figure it out, so my husband called this time and the OWNER gets on the phone (cant remember his name, **** * think?) He informs my husband he wasnt going to send his techs out anymore just to relight my heater, and they went back and forth a bit, and he also told him if we didnt like the service we could go some where else, so he was rude and insinuated we were to stupid to lit our own heater, and did not offer any resolve to the problem. Horrible customer service, guess he doesnt care if he has repeat customers. They did offer to replace the vent jack for another $1300.00 I did take my business elsewhere, and got my heater fixed. I want my money back on the gas valve at the very least, they can have that part back if they want as It was taken back off by the other company. I feel they owe me the $907 at least since the didnt fix the problem.

  Business response

  02/16/2023

  2/16/2023
  
  Albuquerque Plumbing, Heating, & Cooling reached out to customer ***** **** on 2/14/2023 and discussed her concerns in detail over the phone. ***** informed us that the heating unit in the home had been replaced in its entirety so there was no need for additional repairs. As a team, we were able to identify and come to a resolution with ***** that she was satisfied with.
  Albuquerque Plumbing, Heating, & Cooling will reimburse ***** $1,122.86 for the work performed at her home and there will be a 20% discount applied to her next service call if she chooses to use us in the future.

  Thank you! 

• Initial Complaint

  02/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date of Transaction: January 18-19, 2023 Amount paid for service: $2222.35 Invoice ****** Invoice Date 1/19/2023 Completed Date 1/19/2023 Task#: General 01 *********  What the business committed to providing us: We hired them to install our new bathroom vanity and double sink top. This resulted in them swapping out the pipe fittings under the sinks for newer plastic pipe fittings. This led to a leak under the sink that resulted in water damage to our new bathroom vanity. Then we had multiple visits from 5 different technicians before they finally resolved the water leak. However, the water damage was already done and they refused to take responsibility for the damage they caused. What the nature of the dispute is: It has been a very poor experience. The company has an incompetent attitude toward completing the job we hired them to do and their lack of customer service and customer relation skills is deplorable. They took no responsibility for the water damage their technicians directly caused to our new bathroom vanity and refused to take ownership of the issue they created, reneging on any compensation whatsoever for the irreversible water damage.

  Business response

  02/07/2023

   

  Good Morning, 

  To whom it may concern: 

  We have personally contacted Mr. & Mrs. ***** regarding her complaint with the work provided at her home on **** ********* ** *** *** ******* ** ***** and have come to a recorded, verbal agreement which includes a refund of $2222.35 (Full) for invoice #******. In return she has agreed to sign a non-disparagement agreement, remove ALL existing complaints, and negative reviews/feedback. We have started this process with our attorney and as soon as the letter has been drafted, we informed Mrs. ***** that we would contact her so we can arrange a date and time to meet,  get her signature and provide her with a check. 

  Thank you, 

  Albuquerque Plumbing, Heating, & Cooling
  
  

  Customer response

  02/07/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ******* *****

• Initial Complaint

  12/06/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  July of 2022 I switched over to *********** Was told I could put like half & pay in 6-7 months. The Bal. I payed for Damaged parts, parts that wasn’t even there. Plus I had to pay in full & wasn’t told that until I went to pay them. I was told a lean would be put against my property if I could not pay. I don’t have a door to cover the unit, the closet they extended into was left a mess & damaged, used material. They damaged the wall & around vents where the vent is has to be repaired. inclosed is the evidence & what transpired. Dear BBB, On 2 July 22 My swamp Cooler bit the dust & I called Alb Pluming & Heating. They came & I decided to change over to ****** ***. I was told that i could put $10,000 & pay the rest in 6-7 months. I gave them the go ahead. These Men were in & out of my House from 2-21 July & the job was no where near finished! The last time I talked to any one from there was 28 July 22. The letter enclosed dated 12 Aug says what was left undone, and what my concerns were & how disgusted I was with them, because of the danger they left me in with carbon monoxide. I mailed the letter to their CEO. I received no answer. Called ** ******* * ******* & they came the 6 Aug. I got an estimate for 2350.00 They came 9 Sept & fixed everything on the unit, Attic, & Roof that was missing . They had to totally remove the unit out of the closet. It was an all day job. On 5 Oct **** called from Alb Plumbing & Heating to make an appointment to make sure the Heat would work. I would have Died if I would have used the Heater the way it was. I told **** none of them were welcome at my House any more. I have a good neighbor & we took pictures before & after ** was here as proof of the mess, He is aware of everything that went on and was going on. The note I sent to them on 31 Oct, explains itself. Thank-You

  Business response

  01/30/2023

  Customer has expressed that all communication on this matter be in writing. A certified letter was sent off in the mail this morning 1/30/2023, awaiting customer follow up upon receipt of letter. Copy of letter has been included as an attachment. 

  My name is *******, and I am the Office Manager here at Albuquerque Plumbing, Heating, & Cooling. 
  
  First, let me say that we are sincerely apologetic for the manner in which your voiced concerns have been handled up to this point. We understand why you are requesting for all communication to be in writing as we move forward with trying to remedy the situation you've been left with. Due to the escalation of the presented concerns, I will be the person working with you as we hopefully work towards an amicable resolution.
  
  All the information you've provided to the BBB has been reviewed, and I want to take this time to thank you for the details you've provided regarding the events that transpired in the short period of time that we worked with you. I have some questions and I hope you will give me the opportunity to speak with you.

• Initial Complaint

  11/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Albuquerque Plumbing Heating and Cooling installed a new HVAC unit with ducts on my roof. I called Albuquerque Plumbing on Oct 6 advising them that my roof was leaking. Water was leaking all over my house. A roofing company went and put two patches on the roof. HVAC technicians drilled out holes inside my house where they installed the new ducts. Nothing has been done since. Failed mechanical and electrical inspections done by the city twice.
   
  
  
  

  Business response

  12/16/2022

  We are very sorry to hear of the recent experience you have had with our company and the services provided to you. We have reviewed your profile and the services in question and have found that contact has been made with a few members of management, but communication and follow-up has been inconsistent.
  Due to the issues presented at the time of the initial complaint Albuquerque Plumbing, Heating, & Cooling reached out to a roofing company to assess the condition of the roof, and it was found at that time that the roof would need to be completely replaced.
  As of 12/7/2022 Division Manager and Vice President made contact via email and options were presented to rectify the situation.  
  The options presented were:
  1.)Removal of all equipment and capping off the ductwork on the roof at no charge. After roof has been replaced Albuquerque Plumbing, Heating, & Cooling will reinstall equipment at no additional cost and make the necessary repairs to the sheetrock in the home that was damaged due to the persistent leaks.
  2.)Removal of all equipment from the roof, capping off ductwork, and refunding the full amount of the job with no additional repairs or liability to the home.
  Option #2 was identified as the preferred route of the customer.
  On 12/9/2022 Albuquerque Plumbing, Heating, & Cooling removed equipment and processed a refund in the amount of $21,217.47.
  The final steps of the process will be to get sheet rockers out to complete the necessary repairs that we caused from drilling and leaks. Pictures have been sent to out to our subcontractors and we are currently awaiting the bid for the scope of work needed.

  We do again apologize for the lengthy process in getting this issue resolved. This is not the reputation we strive to reach or leave with our customers. 

  Customer response

  12/19/2022

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ****
  Better Business Bureau®:
  
  I have reviewed the response made by the business in reference to complaint ID 1******** and find that this resolution is satisfactory to me.
  
  Regards,
  ****** ******

• Initial Complaint

  09/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hello, when I bought my house in 2020 the air conditioning system needed to be replaced so I went with Albuquerque heating plumbing and cooling I spent like 9 grand getting a whole new system. The next year they had to come back because the air conditioner wouldn’t turn on they said they fixed it and it worked for the summer then this year the same issue it wasn’t turning on they came out and said it was just low on Freon and they filled it and they said it was fixed that was in April in June they came back out because the temperature of my house would not ever get to the set degree of 70 it was staying like 75 and above they came back said it was low again filled it and said they fixed it. I got a letter from the manufacturer that the coils were recalled I called Albuquerque heating plumbing and cooling and let them know and talked to their Installation manager and he said he would come fix the coils I asked him if he could replace the whole unit so I could have a working unit that I paid for he said he couldn’t do that we had to fix one issue at a time I told him there has been the same issues with the same unit for two years and he said he would call me back that was over two weeks ago. Now the same issue I have it set to 70 and it is 78 degrees in my house it is hotter inside my house than outside and it is a refrigerated air conditioner. I have taken pictures over 72 hours around different times of day and it has yet to hit 70 not only did I pay 9 grand for a brand new system but because it just stays on I pay over 300 dollars a month in electricity

  Business response

  10/10/2022

  Albuquerque Plumbing Heating & Cooling has reimbursed the customer in full for the installation and services provided for the equipment referenced in the initial complaint. The check has been sent to the customer. Additionally, we have received a letter from our attorney notifying us that our company is now relinquished of all responsibility for the installation.

  Customer response

  10/12/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ******* *******

• Initial Complaint

  10/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Since, April 2021 Albuquerque Plumbing came to my residence to install an Ac unit. During that time damage to duct work was reported, since than more damage was also caused by flooding Ac not up to code leaving damage to personal items and also included mold and dry wall damage in attic and inside home. Since the time of flooding more damage has been reported such as fans not working, electrical issues, ladder and boards in attic broken, hole in my bathroom ceiling was the last to be reported on Oct 2021 due to loss of time for work and emotional distress I am asking for a full refund plus compensation for damage and time loss at work and bonus affected by time off work to deal with situation. Also, to include complaint for months no calls back, no show or late showing up, etc

  Business response

  10/29/2021

  In the time since the complaint was filed on October 13th, Albuquerque Plumbing Heating & Cooling has been communicating directly with the customer. A virtual meeting will be held between ownership and the customer in the near future on a day and time that works with each party's availability in hopes of resolving the matter.

  Customer response

  11/08/2021

  Complaint: ********
  
  I am rejecting this response because:
  
  

  Not resolved..

   

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

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

*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. ↩