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:07/07/2025

  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.

  Paid top dollar over $1,000 more than market value for a well pump that was supposedly the issue.Came home the day we were supposed to get water back on to no water! This is after about five days of waiting. Then the day of repair still had no water and no one came out to fix it so I put a stop payment on the final payment check of $498 and disputed the original payment $2,338 on my credit card. They did come the next day and corrected an electrical issue but the water pressure was still very poor. They said that would improve within the week. I did what I thought was the right thing and reversed the dispute on credit card. I could not reverse the stop payment on the other check so when they contacted me about that I told them I would issue another check after I knew the water pressure was working normally . The account manager LIED to me and told me that would be fine and they would correct the issue before I pay. Now that I’m ready to pay the balance and get some water pressure ( it takes over an hour to take a proper shower and I can’t wash laundry or fill up the washer) they are telling me I need to pay the $498 before they correctly do the job they were hired for. My water pressure is low. I am going to dispute the transaction again and have to hire another plumber to do the job. Truly sad J and J doesn’t stand by their work and extorts customers before they will make it right. The owner claiming they can’t fix this with an unpaid balance. To be clear I called them for water pressure issues and now after three visits and several weeks those issues aren’t resolved. I paid 82% of the exorbitant price up front ($2,338). I come from the days when you pay up front then pay the balance when the job is done. Job isn’t done, water pressure isn’t corrected so I will not pay balance until it is. Based on these extortion tactics I may be better off paying a real professional plumber to fix what these guys couldn’t.

  

  Business Response

  Date: 07/08/2025

  Dear BBB and Mr. ******,
  Thank you for the opportunity to respond to this complaint. We appreciate the BBB’s role in promoting honest dialogue and believe it’s important to provide a factual and respectful account of this situation, both for the customer and for the record.
  
  Summary of Service and Events
  Mr. ****** contacted J&J Plumbing, Heating, Cooling & Electric for emergency well service due to a lack of water at his property. Our technician, ******, responded promptly, diagnosed a failed well pump, and presented a quote. The scope of work and pricing were reviewed and approved before the work began.
  The work was completed professionally and according to industry standards. ******’s notes—and his direct communication with the customer—explained that water pressure could take up to 24 hours to stabilize, which is a common expectation following a pump replacement.
  Mr. ****** paid $2,338 following the service, covering over 80% of the total invoice. However, shortly afterward, he disputed the remaining balance and temporarily challenged the original payment. While the credit card dispute was later reversed, the remaining unpaid balance has not been resolved.
  
  Clarification on Communication and Company Policy
  Mr. ****** has stated that our account manager “*****” allowed him to withhold the remaining balance until his water pressure improved. However, after reviewing our recorded call with ******* (not *****), it is clear no such arrangement was made. ******* clearly explained that the account would need to be brought current before any additional service could be scheduled.
  Per our policy, accounts with outstanding balances are placed on hold until payment is completed. This is a standard procedure that applies across the board — it is not punitive, but necessary to ensure fairness and professionalism in how we operate.
  
  Response to Allegations
  Mr. ****** asserts the job was not finished and is requesting a refund. To be clear: we will not be issuing a refund. The work he approved — the well pump replacement — was completed in full and water service was restored. Our technician met the scope of the agreement.
  We would have been willing to schedule a follow-up to assess his ongoing water pressure concerns once the balance was paid. That remains our position. However, we are also hesitant to proceed due to the level of hostility and mistrust Mr. ****** has demonstrated toward our team — including repeated accusations and reversal of payment after services were rendered.
  
  Company Position
  We acted promptly, completed the agreed-upon work, and communicated clearly throughout. We do not believe the customer has been treated unfairly in any way. We stand behind the work performed and remain open to re-engaging, should Mr. ****** choose to bring the account into good standing.
  However, given the adversarial nature of his communications and actions, we believe moving forward will only be constructive if approached with mutual respect and understanding. At this time, we respectfully consider this matter closed unless payment is resolved.

  I have attached signed invoice with the money being withheld and please follow this link to look at the water pressure in the home: 

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

  Customer Answer

  Date: 07/08/2025

   I am rejecting this response because:
  Company was contacted on emergency basis for failed water pressure. On that recorded call the young lady stated the techs have a fully stocked truck and I would likely receive water that night. I do not remember all the different young ladies names that answer the phones, so I do concede the  fact that it may have been ******* I spoke to regarding payment. More on that later. The First Lady I spoke to was incorrect as I did not receive water that night on a Friday, had to wait til the following Wednesday for service. There was no water when I got home Wed after paying in full. That is when the stop payments occurred. An electrical issue was corrected not that night as emergency services are advertised but the next day. In good faith I allowed the larger payment to proceed. This was a mistake because the water never returned to normal pressure but is now worst than ever. The owner continues to bring up 24 hours for some reason. No water was used for 24 hours because it did not work. ****** then instructed me that normal water use is ok but it can take 7 days for full pressure which seemed strange but I agreed. It’s now been two weeks since the so called work was performed and water pressure is at an all time low. There is no excuse for this nor is there any relevance to the 24 hours that the business continually cites as a deflection method. It was during the one week period when I was still optimistic that I spoke to a young lady answering phone likely named *******. She was calling on behalf of accounting to discuss stopped payment. I raised my concerns with her and stated a check would be issued when the issues were rectified, if they don’t rectify themselves within a week. She assured me I would be taken care of and the understanding was that payment and correction of water pressure would occur simultaneously the same day. ******* was polite as was I. I did not see a recording of this call on the attachments. I have been polite and understanding despite having no water pressure for two weeks. It was not until yesterday when the company notified me that they would not be properly doing the job I already paid $2,300 plus dollars for until I pay more that I became adversarial . That is when I left bad reviews and filed this complaint. I also sent a formal email requesting a refund. I apologize for being rude and angry in the past 24 hours but it is a direct result of the businesses actions and inaction. I will pay them $498 balance when I know the water pressure has returned on a permanent basis. I will not pay extra for it to be returned and I will not be a member of this companies “ club” If this request cannot be met I will continue pursuing a refund. 
  
  

  

  Business Response

  Date: 07/08/2025

  Dear BBB and Mr. ******,
  We understand your frustration and sincerely want to help bring resolution to this situation. After thoroughly reviewing the recorded calls and speaking again with ******, the technician who performed the work, we’d like to clarify a few important points.
  The pump we installed is functioning properly. The service was quoted, approved, and completed as agreed. Water service was restored upon installation. Based on ******’s notes and system evaluation, the ongoing pressure issue does not appear to be related to the new pump itself, but more likely to existing limitations with your well system — which we did not install or alter.
  Here are the key findings:
  Your well is relatively shallow (approximately 75 feet) and was originally set up for a jet pump, as indicated by the presence of a double pitless adapter.
  Before our involvement, your system had already been converted to a submersible pump, which draws more water at a higher rate. If the well yield is low or if there is iron buildup at the intake, it can restrict water flow and reduce pressure.
  Additionally, your well pump is sharing a 15-amp electrical circuit with your sump pump and other outlets. This can strain the system and result in intermittent performance.
  These are factors we did not create but may be contributing to the symptoms you’re still experiencing.
  We want to make it clear: we are absolutely willing to come back out, assess the pressure concern, and help identify next steps — but we can’t do that while there is an unpaid balance for the original work we performed.
  We’ve done our part, and we’re ready to help you move forward. We just ask that payment for completed service be resolved first so we can re-engage in good faith.
  Thank you for your time and consideration.

  Customer Answer

  Date: 07/08/2025

   I am rejecting this response because:
  Even if what you are saying is true, this should have been brought to my attention by ****** on day 1, not after the fact when we are having issues. I should have been quoted for a scope that would fix these conditions rather than an exorbitant price for a pump that did not solve the issues at all. With promises it would return to normal. He did make me aware of the electrical issue which I rectified so that is not the problem. I will discuss the other information you sent with a trusted plumber who can hopefully succeed where your company failed. I will not be working with you unless you choose to either provide me a full refund or restore water pressure free of charge. You can collect the $498 at that time. Have a blessed day.
  
  

• Initial Complaint

  Date:05/02/2025

  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.

  I hired J&J Plumbing to replace galvanized pipe from base of kitchen sink cupboard to basement floor, clean/open drain to septic and install floor drain for new furnace. (Quote included jacking up/repairing concrete floor to install new access to main line.) Tuesday upon arrival I canceled floor drain for new furnace and new access to main line. They replaced galvanized pipe, cleaned out main line, but they also tore out all existing PVC plumbing under kitchen sink (which I just had installed for a dishwasher) and installed new plumbing (which was not fit for a dishwasher). I called the same day, requested they correct it right away (I had dishwasher installer coming Friday), and for a detailed breakdown of charges on estimate for new floor drain and main line access (that I canceled). I was informed manager would be out to assess. I called 3 days in a row, no response from manager. Friday, secretary told me manager couldn't make it til the following Wednesday, scheduled it for 3:30pm. Wednesday 3:30pm no one showed, 4:40pm still no show. I called the Office, was told its a 3pm - 5pm window, they would be there at 5pm. Manager never showed, I requested to technician that under sink plumbing be fixed for dishwasher and to be refunded amount I was charged for under sink plumbing materials & labor. Technician said they had to replace the piping under the sink for their work to be covered under warranty, I would not be refunded. I didn't hire them to do any work on PVC plumbing under sink, only replace galvanized pipe going down to basement floor. When scheduling appt for estimate I was told $89 service fee for estimate but no additional service fee when work completed, but was charged additional $89 service fee. I never received detailed breakdown of charges so I obtained a separate estimate. I paid $1989.96, I'm requesting refund on my credit card for cost of work done under kitchen sink and additional service fee charged, totalling $1,200.00.

  

  Business Response

  Date: 05/08/2025

  Thank you *** for your message. We understand your concerns and appreciate the opportunity to provide some clarity.
  Our team made every effort to ensure your home was properly prepared and that everything was taken care of. When we first arrived, there was no dishwasher on site to hook up. During that visit, we discovered a clogged and failing kitchen drain. To correct this and bring it up to code, we re-piped and cleaned the drain system—work that was explained and approved at the time.
  Later, when your dishwasher was installed, we returned promptly to connect the drain line at no additional charge. While there was a missed opportunity to install the water connection initially, it was ultimately completed at no extra cost to you. In total, we made multiple visits and did not charge for return trips or additional hookup labor. Our goal was to make sure everything was functional and ready for you.
  There was also early discussion about possible concrete work. That portion was removed from the scope and not included in the final invoice, so you were not charged for it. The work you were billed for reflects only what was completed and approved. In fact, the final amount charged was less than the original estimate.
  Regarding the service fee, a standard $89 applies for the visit unless no work is performed. In your case, that fee was included as part of the authorized service. You signed off on the proposal, and the breakdown of charges aligns with what was outlined. This is in the document that is signed and attached to this message. 
  To summarize:
  All work was explained and approved at the time of service
  We returned at no cost to complete the dishwasher drain connection
  Proposed concrete work was removed and not charged
  You received multiple visits and service at a reduced rate
  Because of this, we will not be issuing a refund. However, we stand by the quality of the work performed and remain available if you have any further questions or service needs. 

• Initial Complaint

  Date:02/20/2025

  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.

  J&J came out 2/18 to fix the plumbing under our sink. I paid $800. Yesterday on 2/19 we attempted to use our dishwasher which had been working fine and it wouldn’t turn on. I called the company and they were going to try and make us wait days before sending someone back out. After their staff hung up on me three times they managed to find someone who could come out yesterday but was told if it wasn’t related to something they did we would have to pay a service charge. The guy showed up yesterday a little after 1pm and proceeded to track water and dirt through our kitchen because he didn’t bother wiping his shoes off or putting shoe covers on. He said our dishwasher issue could have been caused by them and he would have to talk to his supervisor. He wanted me to sign for what I thought was payment and I refused. The guy left our house and then proceeded to tell his company that I refused service which is a lie, I was the one who called them back out to fix the issue. They refused to fix the problem and I haven’t heard from them since.

  

  Business Response

  Date: 02/21/2025

  *****,
  We cannot take responsibility for an issue that is unrelated to the work we performed. Our technician completed the requested work up to code, tested the system, and verified proper operation before leaving. When you later reported an issue with your dishwasher, we made every effort to assist by sending a technician back out. It was determined that the issue was within the dishwasher itself, not related to our work. Since we do not repair appliances, you were advised to contact an appliance repair company for further assistance.
  Despite our efforts to serve you, your actions have made it impossible for us to continue assisting you. We have recorded evidence of you swearing at our customer service representatives, as well as online harassment, including the creation of a fake J&J Plumbing page containing obscene and inappropriate content. This behavior is unacceptable.
  We will not be issuing any refund. Furthermore, if this behavior continues, we will take all necessary legal actions to protect our company and employees from further harassment and defamation.
  — J&J Management

  Customer Answer

  Date: 03/04/2025

  [[BBB transcription via email]]

   

  Sorry I just got the email saying the J&J plumbing cooling and electric responded to my complaint. I am not satisfied with their response. They lied in their response and said they told us the dishwasher was not their fault. The technician that came out said it could have been caused by them. And the work they did is still leaking so they didn’t do their job like stated.

  

  Business Response

  Date: 03/06/2025

  *****,
  We stand by the quality of our work and cannot accept responsibility for an issue that falls outside the scope of our service. Our technician performed the requested work according to code, tested the system, and verified proper operation before leaving. When you later experienced an issue with your dishwasher, we returned to assess the situation. It was determined that the problem stemmed from the appliance itself and was unrelated to our work. As we do not service appliances, you were advised to reach out to an appliance repair professional.
  Despite our attempts to assist you, your conduct has made it impossible for us to continue doing so. We have documented instances of you using inappropriate language toward our customer service representatives, as well as online harassment, including the creation of a fraudulent J&J Plumbing page containing offensive material. This behavior is unacceptable. 
  No refund will be issued. Additionally, if the harassment continues, we will take all necessary legal steps to protect our company and employees from further harm.

• Initial Complaint

  Date:11/15/2024

  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.

  J&J Plumbing worked on our upstairs toilet. They flushed the toilet after they thought the removed a clog and an overflow occurred. I was in the kitchen and advised them that water was beginning to drip into our kitchen. They did not turn the water off behind the toilet nor have towels in place to absorb the water. Water was dripping from the ceiling onto our kitchen cabinets and floor. I put buckets down to collect the water while **** and his partner seemed panicked and never even came into the kitchen to assess the damage. Instead, they charged me for a deep clog ($425) when we told them to begin with this was a deep clog. They did not look far enough in the drain to discover the source of the clog, which is why the overflow occurred. The damage to our home required professional remediation >$6,000. We needed to have our home professionally cleaned and part of our kitchen was sectioned off with commercial dryers in place for 3 days. The upstairs bathroom also required professional dryers to be put on the tile for 3 days. A 7'X3' section of our kitchen ceiling was soaked and needed removed and now replaced. We called and explained our situation to the company's receptionist, who promised us a manger would call back by the end of the day. We have, to date, placed 7 calls to J&J Plumbing and have not received a return call.

  

  Business Response

  Date: 11/27/2024

  Dear *****,
  Thank you for reaching out. We want to address your concerns directly.
  To ensure your home was taken care of after the incident, we made sure the cost of the remediation services was covered by ***** ** ********. This was done as a gesture of goodwill, even though the underlying issue was a preexisting deep clog that the homeowner confirmed had caused problems in the past.
  Our team resolved the clog as instructed and ensured the toilet was functioning properly before leaving. The $425 charge accurately reflects the work completed and will not be refunded.
  We understand this has been a frustrating situation, but we stand by the professionalism of our team and the steps we took to resolve the issue.

  Customer Answer

  Date: 11/28/2024

   I am rejecting this response because:

   

  J&J caused damage to our home due to the negligence of their plumbers. An overflow occurred causing water to pour into our kitchen. Their plumbers did not turn the water off behind the toilet nor did they put any towels down to prevent water damage. I notified them of the water running into the kitchen and they were panicking but never attempted to lessen the water all over the bathroom floor. They were advised upon arrival that we had a deep clog which we had been unable to remove. They were advised of this and did not look deep enough with their cameras at their first attempt which is why they flushed the toilet and the overflow occurred. Water was running down my kitchen cabinets, onto my floor and a 7 foot section of our kitchen ceiling was soaked. Neither plumber had any regard for the damage to my home, simply they asked if I would post a good review so they could get a feee lunch from their boss. After more than 9 phone calls to J&J the only communication they have had with us was to reply to the complaints I made on ******, **** and the BBB which the owner stated he wanted to address me directly. It’s clear they didnt want to address me directly, from the 9 phone calls no one returned from J&J. I am asking for JandJ to refund me the $2,885 I paid ***** ** ******** as well as the $2,4643.34 we need to pay to have our ceiling repaired. I have no problem paying the $425 for the removal of the clog. 

   

  
  

  

  Business Response

  Date: 12/03/2024

  Dear Ms. *****,
  Thank you for your follow-up. We want to address your concerns clearly and provide a detailed explanation of the work completed in your home. Below, we have outlined the remediation process conducted by ***** ** ********, which was covered entirely by J&J Plumbing Heating Cooling & Electric as a courtesy due to our professional relationship with them:
  Remediation and Cleanup Work Provided
  Bathroom Area:
  Cleaning and drying equipment, including inject-dry systems and dehumidifiers, were utilized to address water accumulation on the bathroom floor and adjacent areas.
  Moisture levels around the toilet and flooring were carefully measured to ensure thorough drying. Attached are photos from ***** ** ********. 
  Ceiling and Kitchen Area:
  The kitchen ceiling, where water had affected a 7-foot section, was inspected and treated. Moisture meters were used to monitor saturation levels.
  High-powered air movers and dehumidifiers were strategically placed to dry affected areas and prevent further damage.
  Antibacterial Treatment:
  An anti-bacterial spray was applied to the bathroom, kitchen ceiling, and surrounding surfaces to mitigate the risk of mold or bacterial growth due to the overflow.
  Comprehensive Documentation:
  Before and after photos, as well as detailed moisture readings, were recorded to ensure complete remediation and to validate the effectiveness of the work performed.
  Our Response to Your Concerns
  We acknowledge the inconvenience caused by this incident and understand your frustration. However, it is essential to reiterate that the ceiling issue was a preexisting condition, which was communicated during the service. The extensive clog in your plumbing system, acknowledged prior to our arrival, created the conditions leading to this situation. Our plumbers acted professionally and within their scope to address the clog.
  The remediation services provided by ***** ** ******** were paid for in full by J&J as a courtesy. This decision was made to assist you, but it does not represent an admission of liability for the ceiling damage. We will not be refunding any costs associated with ceiling repairs because this damage resulted from the preexisting condition in your home and not negligence by our team.

  Customer Answer

  Date: 12/05/2024

   I am rejecting this response because:
  

  You stated twice on this complaint that the entire amount to ***** ** ******** was paid by J&J Plumbing. I did not receive the refund of the initial $2,885 we paid to ***** ** ******** until 12/4/2024 at 3:30pm, when they claim they "overlooked" that they had not refunded us that amount because I called questioning my invoice, which they said "was dissolved"and they couldn't produce it for me. I do acknowledge that now, the entire amount was paid by you to ***** ** ******** for the damage your plumbers caused to my home. Since no one from J&J Plumbing has contacted me, after 9 phone calls, I will explain to you what happened at my home. I do appreciate you typing out the remediation services that were done at my home, but I was here during that time, have the invoice and the photos and am well aware of what they did, so I'm not sure what the point of that was. Keep in mind as of your response to the BBB, the entire amount was NOT paid by you. SO again, you misrepresented the truth. 

  We noticed a clog in our toilet on Saturday, October 12, 2024. The water rose to the top of the toilet, my son turned the water off behind the toilet to avoid an overflow. NO water whatsoever leaked onto the floor. He emptied the water into a bucket and then plunged the toilet. Upon flushing again, the water rose again to the top, but did not overflow. We realized the clog was deep after my husband snaked the toilet and normal flushing did not occur. We are very vigilant about water damage due to a breathing condition in one of our children. We did not want to cause any damage to our home as we are well aware of the problems water can cause, ie: mold. We realized it would be best to contact a professional, as the clog didn't not improve with normal "measures." At NO TIME did ANY water leak onto the floor before J&J arrived and most definitely did not cause a 7 foot saturated section on our kitchen ceiling.I have no idea where you are getting that we had water damage before your plumbers arrived, but considering you have nerve spoke to us about this incident, I'll advise you that you have your facts wrong.

  When your plumbers arrived October 18, 2040, we advised them of the measures we took and told them we thought the clog must be deep. At no time did I tell them we had a soaking wet ceiling, because we did not. We had a clogged toilet, that's it. Your plumbers did not clear the problem, flushed the toilet and allowed massive amounts of water to leak onto the bathroom floor. They did not turn the water off behind the toilet and within minutes, water was coming through the kitchen ceiling. That is when I alerted them and they began to act panicked. I put buckets on top of my cabinets and was sopping up water that was running over my cabinets onto our wood floor. The plumbers never came into my kitchen. They told me they're going to have to use their cameras because the clog was deep. (Mind you I told them that before they began), They had ZERO concern for the water coming into my kitchen and I HANDLED all of it. After working awhile longer, they advised they did clear the clog. Your plumbers referenced my leaking ceiling and soaking wet bathroom as they were leaving and said remediation would be needed urgently. 
  
  ***** ** ******** arrived on Monday, October 21 and with their thermal scanner, advised us that 7 feet of our kitchen ceiling needed to be removed due to it being soaked from the water damage directly above it, our bathroom. They removed the ceiling and dried the area above it, which was the direct result of the water damage caused by your plumbers on October 18, 2024. I find it completely ridiculous that you're telling me the water overflow caused by your plumbers did not cause the wet ceiling in my kitchen. I expect to be given $2,463.34 which is the cost of our ceiling repair. 

  I find it very unprofessional that no one from J&J Plumbing has spoken to us directly after 9 attempts we made to speak with someone. I find it disrespectful that you're telling me what happened in my home, where I was and you were not. We had major damage done to our home caused by the  negligence of your plumbers. J&J Plumbing had absolutely no respect for us or our home. 

  
  

• Initial Complaint

  Date:10/28/2024

  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.

  This company, contrary to its ad, is not available for 24 hour emergency service as I learned first hand the hard way. I had a problem with my kitchen sink and water was leaking on the floor, under the dishwasher and running down the walls in my half bath and work room in the basement. They told me **** would call. That never happened and I had to go without repairs.

  

  Business Response

  Date: 11/01/2024

  Dear ****,
  
  Thank you for bringing this matter to our attention. After reviewing our records thoroughly, we have not found any service history or appointment at the address provided (**** ********* ******* ****** ** *****). Additionally, we do not have an employee named **** at our company, so we believe there may have been some confusion with another service provider. please call us if we can resolve anything ************.
  
  J&J Plumbing Heating Cooling & Electric prioritizes reliable, 24-hour emergency services for our customers, and we're disappointed to hear of the difficulties you experienced. If there is anything else you need or if you'd like to discuss this further, please feel free to reach out to us directly. We’d be happy to clarify and ensure any of your service needs are met.
  
  Sincerely,
  The J&J Plumbing Heating Cooling & Electric Team

• Initial Complaint

  Date:10/01/2024

  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.

  Was not told it would be a 100$ fee to diagnose an issue with hot water tank. Fixed 2 toilets stated they replaced seal, ball and levers, they only replaced seals as shown by obviously old parts that were definitely not replaced

  

  Business Response

  Date: 10/02/2024

  We sincerely apologize ***** for the inconvenience and frustration you experienced with our service. We understand how upsetting it must be to encounter unexpected fees and incomplete repairs.
  Firstly, we are truly sorry for not clearly communicating the $100 diagnostic fee upfront. This oversight on our part does not meet the high standards we strive to maintain. To make things right, we would like to refund the $100 diagnostic fee to you immediately.
  Additionally, we apologize for the misunderstanding regarding the repairs to your toilets. It was never our intention to misrepresent the work performed. We take your feedback seriously and would like to address any remaining issues to ensure your satisfaction.

  
  Please contact us directly at ************ so we can resolve this matter promptly and restore your trust in J&J Plumbing, Heating, Cooling & Electric.
  Thank you for bringing this to our attention. We value your business and hope to have the opportunity to serve you better in the future.

   

  -Manager ***

  Customer Answer

  Date: 10/04/2024

   I am rejecting this response because:
  In the response to this complain they offered to reimburse me for undisclosed cost of diagnostic, when I reached out on phone they offered 100$ for the repairs they actually charged me for that stated they replaced parts that clearly were old, . They offered me 100 $ towards that, but are no longer willing to reimburse undisclosed diagnostic charge which they responded in the complaint they would do. I would like 200$ refunded to address both issues stated in the original complaint 
  
  

  

  Business Response

  Date: 10/04/2024

  We have carefully reviewed your concerns once again. To bring this matter to a close, we are prepared to refund you $200, covering both the diagnostic fee and an additional amount towards the repairs. This offer is made in good faith to resolve the issues outlined in your original complaint.
  However, given the nature of your interactions with our manager Melissa, which we found unacceptable, we ask that you no longer contact our business. We maintain a standard of respectful communication, and your behavior during our previous interactions did not align with those expectations.
  Once you have removed the review from the BBB, we will proceed with the refund.
  Thank you for your understanding.

  
  

  Customer Answer

  Date: 10/04/2024

   I am rejecting this response because:
  It requires removing my review, I’d prefer to inform other potential customers of the exorbitant prices and billing for work not done
  
  

• Initial Complaint

  Date:05/22/2024

  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 3/15/24 J&J came out to snake the clogged drains. They had 3 techs working for three hours. They identified several issues with our system but said they were able to get things cleaned out. 4 days later, our drains were backing up again and techs came out on the 3/22/24. Three more guys, three more hours. This time they said that they were able to get the lines really clean and charged me an additional fee. I stated that it wasn't done properly the first time or I would not have had a problem 4 days later. They insisted I pay so I did. I contacted the company to dispute this charge and was given nothing but a runaround. So they charged me twice, cut a perfectly good pipe in half and tied to fix it with an amateur repair (by supposedly professional plumbers), they damaged the tile in the bathroom and they punched a hole in a concrete floor looking for a cleanout and didn't repair it. I have been trying to work out something with them but it's been three weeks with no response and I think they are ignoring me in hopes that I will go away.

  

  Business Response

  Date: 05/23/2024

  Hello ***,
  Thank you for sharing your feedback. We truly regret to hear that you are dissatisfied with our services. We always strive to provide the best service possible and your experience is important to us.
  Upon reviewing your case, we would like to address a few points. During our first visit on 3/15/24, our technicians found significant blockage in your drains caused by wipes, as documented in the photos taken at the site. You acknowledged this issue and signed the waiver noting that no warranty would be provided for this drain.

  
  When the problem recurred, we returned on 3/22/24 and offered a long-term solution by installing an outside cleanout, which you declined. Instead, you opted for jetting the lines again. Unfortunately, the jetting service alone may not provide a permanent fix for underlying issues like the one your system is experiencing.

  
  Regarding your concerns about the work performed, the hole made in the concrete in the bottom of cabinet was necessary in fixing your problems. The tile damage might be attributed to pre-existing conditions rather than our work.

   

  We want to emphasize that you disputed the charge with your credit card company, alleging fraud after you had agreed to and signed for the work, as documented in the attached files. This action has complicated the resolution process and led to a halt in our communications.

  Thank You,

  *** ******

  J&J Manager

  Customer Answer

  Date: 05/28/2024

   I am rejecting this response because:

    They broke up the concrete because they insisted there was a cleanout buried in the concrete-while I told them there wasn't.  After chipping out two inches of concrete-they decided that I was correct and there was no clean out.  So now I have a large hole in the floor that wasn't repaired.  For some reason-the cut the ABS pipe on the urinal drain.  Instead of gluing in a new piece of pipe to make it look professional, they clamped a DIY rubber sleeve over the cut pipe.  When they removed the toilet, they dragged it across the tile and created a large gouge that was not there previously.  They kept insisting that we flush wipes-which is incorrect.  If the drains are so bad-why were they able to fix it on the second visit when the first repair didn't last a week.  Did my underground pipes somehow repair themselves or did your techs make an incorrect assumption about what was really the problem?  Does any of this sound like professional work? Improper diagnosis, bad assumptions and sloppy workmanship are not the signs of a professional company.  If you want to come out and fix the cut pipe, the broken floor and the gouged tile you are welcome to do so.
  
  
  

  
  

  

  Business Response

  Date: 06/04/2024

  ***,
  Thank you for your continued feedback. We genuinely want to address your concerns and provide the best service possible. However, it seems that with each recounting of the events, new issues are being raised, which is disheartening. To reiterate our points:

  Concrete Breakage: Our technicians chipped the concrete based on industry-standard practices to locate a suspected cleanout. We apologize for any inconvenience caused by this necessary step in diagnosing the issue.

  
  ABS Pipe Repair: The cut ABS pipe was repaired using a rubber sleeve, which is a standard and acceptable method in certain situations. We understand your preference for a different repair method and acknowledge this feedback.

  
  Flushable Wipes: Our technicians found significant evidence of wipes in the drain, which was documented and acknowledged by you. This remains a critical factor in the recurring issues.

  
  Second Visit Repair: The recurring problem required additional work, and the issues were resolved temporarily with jetting. We recommended a more permanent solution, which was declined.
  We are committed to resolving these issues and providing a professional service. If you have any further concerns, please contact our office directly so we can discuss them further.

  
  Thank you for your understanding and cooperation.
  Best regards,
  ***
  J&J Plumbing Heating Cooling & Electric

  Customer Answer

  Date: 06/10/2024

   I am rejecting this response because:

  1.Your technicians insisted there was a cleanout in the floor even though I told them there wasn't.  So they gouged a hole in the concrete and then just said "I guess you're right" with no attempt to repair the damage. I think your company should take responsibility to repair what they damaged. 

  2.The rubber sleeve is an acceptable repair-but looks very non-professional.  It would be fine if the pipe was hidden from view-but it the pipe (and the shoddy repair) are exposed for all to see. I would assume a professional plumbing company would do something above and beyond an amateur DIY repair and spend 10 minutes and $10 dollars worth of supplies to do it correctly-especially when there was no need to cut the pipe in the first place. 

  3.You never addressed the gouge you put in the bathroom tiles.  The tiles are only a few years old and were not gouged until after your company pulled the toilets.

  4. I acknowledge that we have piping issues underground-but now we still have the issues in addition to the damages caused by your company.  Whatever happened to professional pride and taking responsibilities for your actions?
  
  
  

  
  

• Initial Complaint

  Date:03/08/2024

  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.

  Call 01/24/24 to “JJ plumbing-heating-cooling-electric” – no heat in my house.
  Technician came 01/25/24,
  He tells me that circuit board was bad on the furnace, charges $187.00 and tells me that the circuit board will not be available until February. I did not have another choice and waited, without heat in my house, until 01/31/24. Technician came, replaced the circuit board and charged $1,020.00 (On internet price for this circuit board below $500.00). Heater work.
  03/01/24 Heater stops working again. I call to company and ***e technician came and tell me that this is different issue, recommend change parts one by one and give me estimate for $1,493.50
  After this statement “change parts one by one” I made the decision to have a second opinion from a different company.
  Technician from a different company spent 15 minutes cleaning the air suction compartment and the heater worked perfectly, he charged me $80.00.
  He also explained to me that the first nonfunction of the furnace could be the result of clogging the air suction compartment (during installation of the circuit board, air suction compartment was shaking and open air- flow for a short time), therefore it was unnecessary to replace the circuit board. I do not know what the problem was the first time, but, in my opinion, needs to perform cleaning, prior to replacing expensive components.
  I am very disappointed by this type of service; it looks to me like misleading the customers and trying to get more money.

  

  Business Response

  Date: 03/11/2024

  Dear ***,
  Thank you for taking the time to share your feedback regarding your recent experience with J&J Plumbing Heating Cooling & Electric. We take all customer reviews seriously as they are crucial for our continuous improvement and commitment to excellence.
  Upon receiving your service call on January 24, 2024, regarding the lack of heat in your home, we promptly dispatched one of our skilled technicians the following day to diagnose the issue. The technician identified a faulty circuit board in the furnace as the root cause. Understanding the urgency of the situation, especially during the colder months, we endeavored to source and replace the faulty part as quickly as possible, which we accomplished by January 31, 2024. The part replacement and associated labor resulted in charges that reflect not only the cost of the part but also the expertise, warranty, and overheads that accompany our professional service.
  Regrettably, your interaction with our technician was markedly hostile from the outset. This hostility escalated to a point where our technician felt compelled to leave your premises for their own safety. Such behavior severely impacts our ability to perform comprehensive diagnostics and offer effective solutions. It's important to note that our technicians are trained to conduct thorough inspections and propose the most viable solutions based on their professional judgment. However, your refusal to allow a full inspection of the system and the ensuing hostile environment hindered our capacity to serve you as effectively as we strive to.
  When the heating issue recurred on March 1, 2024, we understand your frustration. Our technician suggested a series of diagnostics to identify and rectify the new issue. These recommendations were made with the intent of providing a lasting solution. It's unfortunate that the situation led you to seek a second opinion, which resulted in a different approach to the problem.
  The scenario as it unfolded, including the initial hostility towards our technician and subsequent refusal for a complete system inspection, ultimately compromised the service quality we pride ourselves on. Our pricing strategy is transparent and aimed at delivering value through expert assessment, high-quality parts, and the assurance that comes with a service guarantee. We regret any perception of our service as anything less than professional and fair.
  We take your feedback to heart and will use it as an opportunity to review our customer interaction protocols and technical service procedures. Ensuring the safety and respect for our technicians is paramount, as is our commitment to providing our customers with reliable, high-quality service.
  Your experience serves as a reminder of the importance of constructive and respectful communication. It allows us to perform at our best and deliver the service excellence our customers expect and deserve.
  Thank you once again for your feedback. We wish you all the best with your heating system and hope for warmer days ahead.
  Sincerely,
  J&J Plumbing Heating Cooling & Electric

  Customer Answer

  Date: 03/13/2024

  I’m very surprised that the company managed to turn a story
  about incompetence into a story about my bad attitude towards the technician. The
  first and second time we had a fairly normal relationship with the technician
  where he told me what he was doing and several times went to the car to consult
  with the technical specialists. He has never offered me a full technical
  inspection. I believe that the company was absolutely dishonest in describing
  what happened and wants to hide its incompetence in a specific issue. Let them
  give at least one example in which I did not treat the technician hospitably or
  at least raised my voice or, even worse, asked his competence.
  I've spent 30 years working with clients and have never once
  been accused of treating a client poorly.
  Unfortunately, this is my word against the word of a
  technician and cannot be confirmed. Documents confirm that I received estimate (attached) to replace two parts that are unlikely to be related to the problem that
  occurred. Accordingly, I cannot be sure that the replacement of the board
  occurred out of necessity and not because the real reason has not been
  determined.

  

  Business Response

  Date: 03/15/2024

  We would like to address some points you've raised. Firstly, we acknowledge that the initial problem with your heating system was diagnosed as a faulty motor, which was subsequently replaced as per your request. However, a month later, a separate issue arose, which our technician identified during the free warranty service call we tried to performed.

  During this service call, our technician communicated to you that the issue was unrelated to the previous motor replacement. You suspected it could be an electrical issue and the technician expressed the need to inspect the flu vent for a comprehensive diagnosis. However you did not permit the technician to inspect the flu vent. This was denying our full service to you. 

  We understand your disappointment in feeling misrepresented and believe it's essential to clarify our position. We value the relationship we have with our customers and strive to provide the best service possible.
  Regarding the suspicion of an electrical issue, we want to assure you that our technicians are trained professionals who aim to diagnose and resolve issues accurately. While the technician recommended inspecting the flu vent as part of the diagnostic process, your decision to decline the inspection kept the technician from being able to do a full inspection of the system to determine the issue. 

  Customer Answer

  Date: 03/19/2024

   I am rejecting this response because: This is already becoming simply ridiculous, at least take
  the trouble to read the previous correspondence to understand what happened and
  I don’t want to waste time on empty chatter. Not once during the entire time of
  this case there was a conversation about the motor, the motor was never changed
  and was never diagnosed, and yours technician was never offered a complete
  diagnosis, he started with the fact that there is no grounding, I want to say
  again that if you just want to chat, this is not the place to do it. Thank you
  for your attention
  
  
  
  

  

  Business Response

  Date: 03/22/2024

  Attached is the original work that was performed. Then there was the quote for a new motor. 

  Customer Answer

  Date: 03/25/2024

   I am rejecting this response because:
  
  
  1. J&J Plumbing, Heating, Cooling, & Electric justify: “the initial problem with your heating system was diagnosed as a faulty motor, which was subsequently replaced as per your request”. This is completely incorrect (see original invoice and first response)
  2. J&J Plumbing, Heating, Cooling, & Electric justify: “During this service call, our technician communicated to you that the issue was unrelated to the previous motor replacement. You suspected it could be an electrical issue and the technician expressed the need to inspect the flu vent for a comprehensive diagnosis. However you did not permit the technician to inspect the flu vent. This was denying our full service to you”. This is completely incorrect.
  How can I trust a business that changes the answer and the
  entire incident history every time and also supplies incorrect information?
  

• Initial Complaint

  Date:06/21/2023

  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.

  On 6/7/23 I scheduled 2 services with ******, 1) service call for leaking outside faucets, valves, hot water tank flush. I clarified multiple times I wanted a "service call" for repairs, not an "inspection call" for a quote without work. The service call fee was $89. 2) a/c tune-up for flat $125 charge. Both scheduled for 6/9.
  
  Plumber reviewed the priority leaking faucet & valve, advised it was "several hours of work" which could not be started that day as it was "too late in the day" (at 2:30 pm). After pointing out the other leaking issues that needed repaired, he provided a quote and left. I paid $89 to start work on known problems, not $89 for the privilege of receiving a quote.
  
  The a/c tech performed the maintenance & advised the blue wire in my newly installed (by a professional electrician) thermostat was not connected. He proceeded to connect the simple wire issue, without informing verbally, let alone in writing for my approval, that this simple fix of mere moments, would tack on an additional $100.
  
  This issue could have been easily resolved with my electrician under his warranty. There is no way I would knowingly agree to pay $100 to have the a/c tech resolve. Instead of allowing me to handle with the electrician, he took the liberty to remedy himself, then surreptitiously add the additional charge to my bill.
  
  On 6/12 I called the office, requesting a manager to resolve the fact I paid for plumbing service & received none while also receiving unauthorized charges for additional a/c work which was performed without disclosing the significant additional cost prior to the work being completed.
  
  A manager lady called my office on 6/13, expressed concern for the matter, and advised she would call back me back, same day, prior to EOD with a resolve. No call. I called the office again on 6/14 informing the receptionist I was still waiting. Still no call back. It is now EOD 6/21 and it is apparent that J&J has no intention to respond and resolve

  

  Business Response

  Date: 06/22/2023

  Dear ******,
  We apologize for the delay in responding to your concerns and the unsatisfactory experience you had with our services. We take full ownership of our mistakes and want to make things right for you. We have carefully reviewed your complaint and understand your frustrations regarding the charge and lack of communication.
  In regard to the charges for the A/C work, we apologize for the lack of clarity and not informing you about the cost prior to completing the work. It was an oversight on our part, and we understand your frustration. We will refund the $98 charged for the A/C wiring work that was performed.
  We deeply regret the breakdown in communication and the failure to respond promptly to your concerns. Our manager should have contacted you as promised, and we apologize for the inconvenience caused by our lack of follow-up. I'll give a call to personally apologize to you right after I 
  Please be assured that we take your feedback seriously, and we are committed to improving our communication and customer service processes to prevent such issues from recurring in the future. 
  To resolve the matter, we will process a full refund of $98 back to your original payment method. You can expect to see the refund within the next few business days.
  We genuinely apologize for the inconveniences you have faced, and we appreciate your patience and understanding. If you have any further questions, please do not hesitate to reach out to us directly. We value your business and hope to regain your trust in our services.
  Sincerely,
  - *** (Manager of Customer Relationships)

  J&J Plumbing Heating Cooling & Electric

  Customer Answer

  Date: 06/22/2023

  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.

• Initial Complaint

  Date:06/02/2023

  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.

  One 3/21/23, I scheduled an appointment for J&J to investigate an issue with my main sewage drain backing up into the basement. On this visit, the tech determined the drain required typical snaking. He snaked the drain, and the issue appeared to be resolved. On 4/5/23 the drain again started backing up, indicating the clog had not been completely removed during the first visit as I was led to believe. J&J was scheduled to come out again on for a repeat visit. The tech again snaked the drain, and again the issue appeared to be resolved, but admitted he was unsure why the drain backed up again, but advised they would no longer warranty their work. Instead, he provided an estimate of $1,264 for hydrojetting service as a potential resolution. On 4/9/23, only 2 days later, the drain backed up a third time. With J&J no longer warranting their work, I called Big Tom’s Plumbing and Drain Inc. Their tech snaked the drain, and confirmed with a camera that the drain was now clear to the street. Their tech confirmed that the drain line was still clogged with tree roots that should have been snaked on the first and second visits. As of writing on 6/2/2023, the drain has had no issue.
  
  On 4/9/23, I left a public facing review of J&J’s work, J&J responded, but made no effort to rectify the situation. On 4/19/23, I used the official contact form on J&J’s website to request assistance, however J&J never responded. Due to J&J's failure to respond, I filed a chargeback with my Credit Card provider. Since then, J&J has sent me a new invoice for $399.99. Despite 2 separate service calls, J&J never fully snaked the drain to the street as promised. A second plumber had to be hired to complete the work J&J is still attempting to charge me for. As such, the $399.99 I am billed billed for is invalid, as the referenced work was never actually completed as promised.
  
  J&J must immediately rescind this bill, and formally apologize for their repeated failures regarding this ordeal.

  

  Business Response

  Date: 06/05/2023

  Dear ****** ******,
  
  We would like to extend our sincere apologies for the inconveniences and frustrations you experienced with J&J Plumbing Heating Cooling & Electric regarding the repeated backing up of your main sewage drain. We deeply regret any inconvenience this has caused you and understand your concerns.
  
  Upon reviewing your case, we wanted to address the situation regarding our previous visits and the subsequent backups. We acknowledge the challenges we encountered in effectively resolving the issue during those visits. However, we believe open communication plays a crucial role in addressing such situations.
  
  We understand that our technician offered our camera service during the second visit to investigate the drain further, and it was communicated to us that you declined this offer. This puts us at a disadvantage to see what was happening with your drain in adequate details. We want to encourage you to reach out to us directly to discuss the details further. By having a conversation with you, we can better understand the circumstances, gather more information, and develop a plan to address the issue appropriately.
  
  Thank you for bringing this matter to our attention, and we encourage you to call us directly at *********** to discuss the details further.