ComplaintsforEmergency Plumbing Heating & Air

• Initial Complaint

  02/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had them install a ducted mini split seven months ago. When they initially installed it they left a massive hole in my drywall, they drilled a 2" wide pilot hole in my floor for a vent and then didn't install the vent there, they did not fill in the hole they made to run the set lines, they left sharp metal edges coming out from under the intake vent and cut into my laminate flooring/ did not replace the edges of the flooring they removed, and they had to come back out a couple days later because they admitted they had installed it wrong and it would not run because it was leaking coolant. When I called them two weekends ago because it was again not running because of a low coolant fault they told me it would cost $419 just to have a technician come out to diagnose what was wrong with it. You can clearly see oil leaking from the suction line flare fitting, meaning the fitting was done incorrectly and that's where it's leaking coolant. The technician from **** ******** ******* and *** that I had look at it also said the duct work was done incorrectly and has come apart and fallen down in a number of places. His invoice is attached.

  

  Business response

  02/12/2024

  Thank you for bringing Complaint ID ******** to our attention. We appreciate the opportunity to address the concerns raised by the customer.
  We want to assure you that we take customer feedback seriously and are committed to resolving any issues promptly and satisfactorily. However, despite our best efforts, we have been unable to establish communication with the customer through various methods.
  We are eager to work directly with the customer to address their concerns and find a resolution.
  We value our customers' satisfaction and strive to provide excellent service at all times. We remain committed to resolving this matter as soon as possible and appreciate your assistance in this process.
  Thank you for your attention to this matter.

  Customer response

  02/12/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: 

  I left a message earlier today stating that communication will need to be carried out via email or through this platform. I have not recieved any emails from them. I will again provide my email and an alternate email but there has been no message in my inbox nor in my spam folder from them. I look forward to having this resolved. 

  ********************** 

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

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

  

  Business response

  02/16/2024

  2.16.2024 KG received vm from ***** with y **************** Service asking for a return phone call wishes to discuss complaint.

  

  Business response

  02/21/2024

  2.21.2024 KG received call from ***** with business discussed complaint and arbitration. She will speak with owners and get back to BBB with how they wish to proceed.

  

  Business response

  02/26/2024

  ---------- Forwarded message ---------
  From: ***** ******* **********************>
  Date: Wed, Feb 21, 2024 at 11:57 AM
  Subject: RE: ***** ***** Complaint #******** Against Emergency ******** Service
  To: <**************************>
  
  
  Good morning *****,
  
  It was a pleasure talking with you this morning.  You gave me a lot of useful information, and insight, regarding a difficult situation.  After talking with the owners, we have decided we would like to proceed with arbitration.  Hopefully, Mr. ***** will agree to this request.  If he does not want to pursue arbitration, what is our next step?  Obviously, he is not willing to work with us directly, so what is the alternative?
  
  Thanks again ***** for your help.  I greatly appreciate it.
  
  Sincerely,
  
  ***** *******
  Customer Resolution Specialist/Legal Professional
  ###-###-#### Direct Dial
  

  
  

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Dates of service(s) 1/18/2024 and 1/28/2024 (Not 1/29/2024) as reported on invoice 1/18/2024 total paid was 217.00, 1/28/2024 paid 240.00 of 479.00 being charged. On 1/18/2024 Emergency Plumbing ******* Air made a call to my residence to determine why my propane furnace was not working. I was charged 97.00 for Professional Diagnostic Service. This service call resulted in a 20x25x4 furnace filter being installed. Technician advised that it was extremely dirty and black. Recommended change more frequently. I wrote them a check for 217.00 and they left. On 1/28/2024 I woke up and furnace not running so I called EPHA and then came back out. This time I received an emergency professional diagnostic service for a fee of 419.00. The result of this service call was a dirty black sooty filter. Recommend I change more frequently. On 1/29/2024 I woke up furnace not running my son contacted **** ***** ******* *** *******. They came out pulled a 5 inch filter out of the slot for a 4 inch filter it was jammed in. Technician advised that the heat exchanger was bad and it was a good thing the safety features were working or there would have been carbon monoxide buildup. EPHA was called and advised that another company discovered the major problem with heat exchanger and the filter. I was advised emergency call is to get unit running not to diagnose issues. For an additional fee this could be done. Informed if i dont pay balance it would go to collections. I seek to be refunded what i have paid them except for 120.00 for the filter installed on 1/18/2024. I did not receive professional diagnosis on two separate occasions. And the truth be known I am very lucky to be alive, thankfully the safety mechanism worked. I feel that i was taken advantage of due to my age, I am 83 and not steady on my feet to supervise the technicians work.

  

  Business response

  02/05/2024

  Thank you for bringing Complaint ID ******** to our attention. We greatly appreciate the opportunity to address this matter and work towards a resolution with the customer directly.
  Customer satisfaction is our top priority, and we are committed to resolving any concerns our customers may have. We have already initiated direct communication with the customer in question and are actively working towards finding a solution that meets their needs and expectations.
  We will keep you updated on the progress of our efforts to resolve this complaint promptly.
  Thank you for your attention to this matter.

  Customer response

  02/05/2024

  I accept the business's response to resolve this complaint.
  
  Regards,
  **** ******

• Initial Complaint

  03/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Emergency Plumbing was called out to my property at *** ********* ******* ********* ** ***** on 31 Dec 2022 to fix a burst pipe. Emergency Plumbing's repairman performed shoddy workmanship. Please note that I never had the opportunity to inspect the work completed on 31 Dec 22 as I am currently residing in *** ********** **. On 5 Jan 23 ********* from ********* *********** ***** ******** reported that the pipe was still dripping at the spot where Emergency Plumbing's repairman performed his shoddy workmanship. They would be unable to complete remediation and dry the basement until the pipe was fix. I called Emergency Plumbing back and reported the issue. I only agreed to pay Emergency Plumbing if there was/were additional issue(s) beyond what they had already fixed. I never agreed to pay Emergency Plumbing for any issue with the previous shoddy workmanship or for a customer satisfaction visit. Emergency Plumbing confirmed that they spent one hour on site fixing the shoddy workmanship that their employee had previously performed. Emergency Plumbing has sent a bill to a collection company despite never have billed me, and despite that they were fixing their own employee's shoddy workmanship. Attached is the **** ** ******* ** payment for the original shoddy work.

  

  Business response

  03/03/2023

  On December 31st, 2022, the customer booked an emergency service appointment at 3:57 pm. Our technician was dispatched at 4:20 pm, arrived at the job site at 4:44 pm, and completed the work. The customer was not on site and was in a different state at the time of service. Our technician took pictures, created an estimate, and called the customer at 5:04 pm to present the estimate, which the customer approved for $504 (cost of labor and materials). We called the customer upon completion of the job, and we received payment in the amount of $504 for the services rendered.
  
  On January 6th, 2023, the customer called us at 11:31 am to report a potential issue. Again, the customer was not on site and was in a different state at the time and, to our knowledge, had not seen the work that we completed. We informed the customer that we would guarantee the work if it was due to the service we provided. We informed the customer that if we were to go out at that time and we found that the issue was not due to the service we performed and was a different issue, he would be charged. We gave options of a regularly scheduled appointment vs. an emergency appointment the same day, and the customer chose emergency service the same day and agreed to the terms of service.  Our technician was dispatched to the job site and arrived at 2:04 pm.   Our technician investigated the issue thoroughly and found no active leak in our work. The technician called the customer at 3:06 pm to inform the customer of our findings, but the customer was not satisfied.  The customer refused to pay for the service. Our technician called our office for further resolution at 3:09 pm. The technician called the customer back at 3:18 pm to explain that we could not find the leak. We offered a reduced cost of $189, but the customer still refused to pay.
  We have thoroughly investigated both cases, referring back to our recorded phone conversations and the technician's notes. We've confirmed our technician's diagnosis to be correct and all charges related to services rendered to be accurate and reasonable. We stand by our decision and cannot offer any further compensation or refunds

  Customer response

  03/06/2023

  I am rejecting this response because: There are blatant lies within their response.  In their recorded telephone conversation with me, I clearly stated that I would not pay for a customer satisfaction visit, or for additional repairs to the same problem they already fixed.  They only time I agreed that there would be any additional payment would be if a new unaddressed issued was found.  Emergency Plumbing was fully aware that no payment would be made for no work being performed or if additional work was required due to their employee's shoddy workmanship. The continued leaking was reported to me on the evening of 5 Jan 23, by a *********, a professional water removal and remediation company.

  
  By Emergency Plumbings own admission, their employee was on scene 6 Jan 23 for 1 hour and 2 minutes. It does not take a plumber that long to determine that there is no leak. The only rational reason that this amount of time was required, is that additional repairs were needed to their own employee shoddy workmanship on 31 Dec 22.

  
  The options that Emergency Plumbing gave me was 1) leave the pipe leaking in my finished basement for an additional 5 days, or 2) they could send someone out the same day.  I stated unequivocally, for them to go out the same day, but that I would only be paying additional money if a new problem was discovered beyond what they had already fixed.  No new problem was found.  Emergency Plumbing is trying to charge me $389 for doing nothing, or for fixing their own employees shoddy work and covering it up.  Either way Emergency Plumbing is not due any additional payment.

  
  I have still to this date never received an invoice dated 6 Jan 23, despite them having manufactured one for this complaint.
  
  Regards,
  
  ***** *****

  

  Business response

  03/16/2023

   Our labor is backed by a 60-day standard warranty. In the event of any issue arising from our work or labor within this period, we will promptly provide repair services at no extra cost. However, if we find that the issue is unrelated to our work or there is no problem upon our arrival, we will charge for our time. We always communicate the available options and steps to take upfront.  I have attached our terms and conditions.

  Customer response

  03/22/2023

  I am rejecting this response because: Having listened to the call again with ********* on 6 Jan 23 at 11:31 a.m., ********* clearly states that the only time I would get charged is if there was additional repairs that were not part of the original repair. NEVER does ********* state that I would be required to pay for the service call if NO ADDITIONAL work is required. Emergency plumbing has stated multiple times that there repairman was on the scene for one hour and found no problems. This is also confirmed in Brett's calls at both 3:06 & 3:18 p.m. I NEVER agreed to pay for them to do a Quality Assurance check were no further repair work performed. Emergency Plumbing's own recorders prove that these charges were NEVER agreed to by me and NEVER discussed by ********* at the time service was request.  This whole charge is covered under their Customer Satisfaction and Warranty which expressly states, "The intent of the warranty is to ensure quality service," which is exactly where emergency Plumbing has failed miserably.
  
  Regards,
  ***** *****

• Initial Complaint

  02/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/16/2022 a tech from Emergency Plumbing Heating & Air arrived at my home and the issues were as follows: - Ankle deep water next to my home - Sump pump spewing gushes of water repeatedly - Tech arrived looking overwhelmed - Worked on it for no more than an hour; running an auger from street and then house to street unsuccessfully, tearing up my lawn and damaging the PVC elbow breaking through it! - Next, he gave up, requesting a $522.00 payment which I refused since he did not fix anything only making it worse. - I spoke with their office on several occasions, refusing to pay for their tech’s failed attempt. As you can see on the highlighted observations on the attached invoice from ***********, they indicated, “the tech did more harm than good”. I went to **** ***** the next morning to purchase supplies to successfully divert the water away from my foundation. I am offering $50.00 for their failed attempt to fix my drain, as I did when I last spoke with them. They have since put me into collection via ***** * *********** ***. I am a retired senior citizen and have a credit rating of 814, hardly representing a person who doesn’t pay all my legitimate bills.

  

  Business response

  03/09/2023

  We have reviewed the customer complaint regarding the payment for the service we provided, and we must firmly disagree with the customer’s claim that the customer does not owe us anything. We provided the customer with a solution, along with an estimate for that solution, that we believed would resolve the issue, which was also suggested by another plumbing company, further supporting the validity of our approach.
  The customer agreed to the cost upfront and signed a document prior to us moving forward with the work. It is also worth noting that the customer called us out on an Emergency call, and we made every effort to promptly address the issue and provide a solution.
  We have made several attempts to collect payment from the customer.  We have a team of dedicated professionals who work hard to ensure that our customers' needs are met, and we must be compensated for the services we provide.
  

  Customer response

  03/14/2023

  I am rejecting this response because: Emergency Plumbing is not accepting responsibility to deliver their end of the contract we entered into, namely to solve my emergency. Their tech left the untenable situation of water back-up/flooding at my home unresolved and made the condition worse off then when he arrived. No amount of compensation is warranted and a formal apology is requested. Please note: I have settled with the collection agency, accepting a counter offer from Emergency Plumbing signifying their acceptance of guilt in not providing any service. 
  
  Regards,
  
  **** *******

*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. ↩