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:10/18/2023

  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 had One Source Plumbing come out to install a water heater they were sent from our warranty company. They explained to me that they needed to collect additional money to complete the installation. The figure was $750 for: $350 for system code modifications and haul away, $150 for permit and $250 for reinstallation of the quick connect hot water circulator pump. This work as not been completed. I spoke to the office on September 28th to a ******* and she assured me that once i got the repairs done they would be out to get it installed permanently an there would be no additional charges. I called them on October 17th to set up an appointment for them to come out and they informed me that they will not do it. My water heater is sitting on the floor and has no drip pan and is not installed correctly and would not pass any code or inspections.

  Business Response

  Date: 10/20/2023

  We went to this customers property on 09/19/2023 for a leaking water heater.

  During our inspection we noticed heavy water damage to her water heater stand. We informed her this must be remediated before we install the water heater on this Stand for safety reasons.

  Customer agreed to contact her home owners insurance to pay for this remediation along with any drywall repairs. 

  This customer had a Non-covered cost of $750 determined by her home warranty for code upgrades, modifications, permit, haul away for the water heater install. 

  We informed the customer that we can do a Temporary install with extended water lines, gas lines and venting so she can proceed with her drywall remediation and repairs.

  However, We told her we will not charge you anything extra for this extended temporary install IF you use our company for the drywall repairs portion, it was an incentive for us to gain her business with an even exchange for her to not pay anything extra. In fact, her home owners insurance was going to compensate her for this anyway.

  Once we finished the install, customer told us she is going with someone else for the drywall repairs portion and will contact us when its fixed so we can do the Final install, it is at this point that we informed her since you are not using us for the drywall portion we will have to charge you again to come out for a Second install. (meaning detach all the water lines, gas lines,  venting and put the water heater back up on the stand and re-connect everything)

  We also informed her that since you are going with another contractor, they will either need to assume responsibility for putting the water heater back on its final position, or you can pay us for another round of installs (just labor). We also informed her that your home owners insurance will also pay for this second install. (her entire claim was covered and approved to have drywall repairs done and water heater RE-Installed)

  Customer refused, wanted it done for free, and she was going to keep the money from her home owners insurance.

  We kindly refused and said you are trying to take advantage of us, you are acting in bad faith.

  Now, she is trying to blackmail us by slandering our company and leaving negative reviews.

  Please let us know if there are any other questions. We have done nothing wrong and we are now being taken advantage of to do free work.

  Customer Answer

  Date: 10/25/2023

   
  Complaint: 20745932
  
  I am rejecting this response because: they never told me if we used their other service it they would cover the expense for the temporary installation and you will note on the receipt attached it does not state that.  

  I would like to see a note that I agreed to that.  
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 10/25/2023

  I would like to add another comment according to their response the following items where to be included: code upgrades, modifications, permit, haul away for the water heater install for the $750.  

  They did not do code upgrades, modifications or permits only the temporary install and haul away.  So what is the temporary install and haul away worth keeping in mind that the temporary install took less than 30 minutes?  

  I will state one more time code upgrades, modifications, permit, haul away for the water heater install is the total installation why did they have us pay for what they were not going to do?

  The main reason we did not go with their sister company is they were also going to charge us for reinstallation at a fee of $757.59.

  I feel we have been totally mislead and I am only trying to get what we paid for.  

  Business Response

  Date: 10/27/2023

  There is nothing to "reject"

  Why do you think we would come out for free to do an extended install for you so you can take care of your remediation of the stand?
  In-fact the amount you paid is far less than what we charge for these types of installs.

  They require extended Gas lines, Water lines and venting with far more expensive fittings.

  We were going to do your drywall repairs and put the unit up for you free of charge for the second install but you got someone else to do that portion of the work.

  On your Approved Home owners insurance Repairs estimate. this cost should be in there for whoever is doing the repairs.

  They should assume responsibility of completing your repairs and putting back the property to its pre-loss conditions.

  So, now you are not only trying to chargeback the amount that you paid for the actual work that we had done for you, but you are trying to get free work done , and keep money from your insurance that is allotted for the second install of the water heater.

  
  We just don't know what you're complaining about, You got your bran new water heater on site, installed which allowed you to proceed with your remediation, You have an open insurance claim to pay for everything, yet you're trying to take advantage and hurt us, an honest family owned company who has done nothing wrong.

  You are acting in bad faith and this wont be tolerated.

• Initial Complaint

  Date:07/11/2022

  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.

  On July 8 2022 my wife and I discussed with this company to find and repair the leak and lack of hot water in our home. They said that the entire hot water lines in the house had to be replaced in order to correct the problem. My wife talked with the office staff and the two workers who came to our home and made the repairs. 12 to 15 holes of various sizes were made in order to replace the old pipes. some holes were small(10'" x12'") and others quite large (30" X 35") throughout the home. A very large hole was made outside the home as well. When this issue was discussed with the company they refused to replace drywall openings and the outside stucco claiming it was never agreed to. We talked with the workers who said another team would come out in a day or two to replace the drywall and repair the outside wall. AS of this date 7/11 this company still refuses to correct the mess that was left behind after $9250.00 was paid in CASH for this work.

  Business Response

  Date: 08/09/2022

  Business Response /* (1000, 6, 2022/07/22) */ Contact Name and Title: Narek A******* (Owner) Contact Phone: ********** Contact Email: **********@24plumbingservices.com First of all, The house did need a hot line repipe as they had a slab leak under the home, We gave them 2 options. 1 was to do a spot repair and break the floors and find the leak and fix it in that one spot 2nd was to eliminate all the lines under the ground and run new water lines , Our Estimates are Always JUST the repipe , Parts and Labor. We never include in our estimate to put back the walls or stucco or anything we need to go through. We are just Plumbers. Lastly Our estimate CLEARLY indicates that it does NOT include any repairs of any access we make. I have a copy of the Estimate That i would like to show you as it is Super clear and not ambiguous. We NEVER told them we will close the holes. We NEVER told them we will come back the next day to close the holes. This customer has gone on a rampage trying to slander our company name with lies because they want free work to be done. They did not pay us cash, they paid us with a credit card. Signed a DocuSign agreeing to all the work with the scope of work perfectly outlined. This is a poor attempt at trying to get free work done. I Truly want to add the File showing the estimate that was exactly sent to this customer. Consumer Response /* (3000, 9, 2022/07/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) The two men who came into our home did SAY to my wife that a second crew would be coming in to repair the 20 hole that were made by them. That is a fact...so your paid workers gave us bad info period. We are done with this and this company . Business Response /* (4000, 11, 2022/07/26) */ We have a signed document accepting the proposed work. We have fulfilled our duties on everything we estimated for and was written for. Your he said/she said is irrelevant as we only go off of written documents and accepted proposals. NO one said that price includes repairing the holes, no where is it written that we will be closing the holes . Our job was completed in full for the scope of work discussed. You continue to lie in your failed reviews and slanderous claims on multiple websites. This is a clear indication of acting in bad faith after a contractor provided quality work for your re-pipe. There is no resolution as we have fulfilled our duties on everything we have proposed. They can not accept the response all they want. But the fact of the matter is , we provided an estimate for a repipe , and we completed said work in full. This is a failed attempt at getting free work done after the fact .