Complaints

This profile includes complaints for Eco Plumbers, Electricians, and HVAC Technicians's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Eco Plumbers, Electricians, and HVAC Technicians

  4691 Northwest Pkwy Hilliard, OH 43026-1126

  
• 

  Eco Plumbers, Electricians, and HVAC Technicians

  9114 Cincinnati Columbus Rd West Chester, OH 45069

  
• 

  Eco Plumbers, Electricians, and HVAC Technicians

  9114 Cincinnati Columbus Rd West Chester, OH 45069

  
• 

  Eco Plumbers, Electricians, and HVAC Technicians

  9114 Cincinnati Columbus Rd West Chester, OH 45069

  
• 

  Eco Plumbers, Electricians, and HVAC Technicians

  221 Renick Ave Chillicothe, OH 45601-2852

  

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:03/10/2025

  Type:Billing 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.

  3/3/2025 3000 Received new water heater and inspection and maintenance plan.The issue is that the electric *** said one of my outlets in kitchen was not working and needed replaced. The electric *** was just in my basement at circuit box. I discovered he tripped the circuit to make two outlets not working. This is fraudulent behavior and I now believe water heater could have been repaired. Additionally, work they suggested for furnace may not be needed. This means the plan they sold me cannot be used because I cannot trust them and they provided guidance that new water needed replaced when it could have been repaired.

  

  Business Response

  Date: 03/14/2025

  Dear ***** ****,
  
  Thank you for reaching out to us regarding your recent experiences. We sincerely appreciate your patience as we engage with all department managers to address your concerns.
  
  As a company with an A+ rating from the Better Business Bureau since 2007, our primary objective is to establish and maintain trust. We provide free, no-obligation estimates following an in-person project evaluation to ensure accuracy. This service is complimentary, regardless of whether you hire us or another company. Work begins only after your explicit approval. Our services include multiple guarantees and transparent, upfront pricing.
  
  You reached out to us concerning your over ten-year-old water heater that was not producing hot water. Our advisor performed a complimentary evaluation and presented options for replacement at no cost. Given the age of the unit, we advised against repair due to associated risks. Among the options provided, which ranged from $1,584 to $3,107.80, you opted to proceed with the $3,107.80 choice. This included the installation of a 50-gallon natural gas water heater, a four-year extended warranty, and the ***** Advantage Membership, which offered you a 10% discount on the overall project. Please find the attached estimate and invoice for your reference. We are pleased that we were able to restore your hot water the same day and that you now have peace of mind with a new unit backed by an extended warranty, along with ongoing support from our company.
  
  Additionally, an electrician from our team visited your home on March 3, 2025, to conduct your electrical inspection under the ***** Advantage Membership. During this visit, he identified one outlet that was not functioning; however, no circuits or breakers were tripped, as shown in the attached photos. Four days later, you contacted us to inform us that another previously functioning outlet had also stopped working, and you found a tripped breaker. After resetting the breaker, both outlets began working again. We want to assure you that there was no fraudulent behavior on the part of our electrician.
  
  Furthermore, you expressed concerns regarding the information provided by the HVAC technician who performed your fall tune-up under the Ecofi Advantage Membership. We understand that it is a homeowner's prerogative to seek a second opinion before proceeding with any services. The recommendations provided, as detailed in the attached summary of findings, were intended as proactive measures to prevent potential failures that could lead to emergency situations.
  
  We are proud to share that the Better Business Bureau of ************ recognized us with the Torch Award for Ethics in both 2017 and 2023, highlighting our ongoing commitment to ethical business practices and building trust with customers in the community. When clients engage our services, we strive to offer 5-star service, highly skilled workmanship, guarantees on our services, clear up-front pricing, assurances of being bonded and insured against potential damages, and eco-friendly products and practices. We remain dedicated to supporting our clients now and in the future.
  
  Thank you for your understanding, and we look forward to continuing to serve you.

  Customer Answer

  Date: 03/14/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23044845
  
  I am rejecting this response because:  They did not address the issue that they recommended replacing a working outlet.  Regardless of how the circuit was tripped (faulty circuit, testing tool, some unknown reason), they recommended replacing a working outlet as non working.  Additionally, they did not identify the second outlet that was not working.  This means their work is questionable and I can not trust or use their suggestions from maintenance plan I paid for.  I would like to suggest the following.  I will  pay for another hvac company that has worked on my furnace to do a blind inspection of it with no guidance or information provided on what Eco suggested or that they even inspected.  If they agree with suggested fixes and estimate is up to $200 less,  equal to or more of Eco estimate, I will accept it was a honest mistake and close this case and remove negative review from Google.  I would even have Eco do the suggested work on furnace.  However, if the third party hvac does not find same fixes needed or estimate is considerably less, I would want a refund of $500 fo rth eminatance plan and paid inspection.  After receiving refund, I would also close this case and remove negative review from ****** as Eco made it right.
  
  Regards,
  
  ****** ****

  

  Business Response

  Date: 03/19/2025

  Dear ***** ****,
  
  Thank you for your response. We will await the documentation from the other company.

  Customer Answer

  Date: 03/21/2025

  [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 accept the business's response to resolve this complaint.  Please close out this complaint as customer misunderstanding and please do not have any negative effect on Eco BBB.

   

  Hi Eco,

  You will see the attachment from another HVAC company.  They did not think  blower motor needed replaced but rather wheels needing cleaning.  They said they did not think it was leaking and needed replaced but I think that may be because of your technician cleaning it.  You will see both cleaning and replacement as I wanted to get a price for the replacement.  Your pricing was actually a  little less than theirs on replacement.  So, I have updated my ****** Review to 5 stars and gave positive comments on water heater and plan.  I hope you can understand my misunderstanding and I look forward to future checks and work with you.  I know my furnace will  need  replaced now so I will be reaching out for an estimate.  Just some feedback to help in the future.  Please have electricians double check to make  sure something as simple circuit breaker tripping didn't cause something not to work.  Trust is very important in business so avoiding anything that may cause that trust to be questioned is  important.  On HVAC, I found the report and checks more thorough from other company and I also noted they put my nest into test mode rather then just turning up the heat.  Your plan is a good value add for customers with the discount but it should be high quality and as accurate as  possible to provide good value.  I look forward to future business with you.

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

• Initial Complaint

  Date:02/20/2025

  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 1/28/25 I had a technician from Eco Plumbers inspect a toilet in my home. The repair required was quoted via an estimate (#*********) which would be a total of $343.80 to repair. I subsequently contacted Eco Plumbers to schedule the repair. The first appointment, scheduled for 2/4/25, was cancelled as they did not have the part for the repair. The second appointment, scheduled for 2/12/25, was cancelled as the technician would not be available and was delayed on another job. The third appointment, scheduled for 2/18/25, was cancelled as the technician finished a job far away and would be unable to reach me in time. The fourth appointment, scheduled for 2/20/25, was cancelled via email by the technician again for being delayed. Four cancelled appointments for a repair as a customer who is a member of their value service plan is simply unacceptable. Eco Plumber's technician has apologized for this, but my toilet remains unrepaired since I was awaiting Eco Plumber to fix it and there has been no main office response to this unacceptable delay. The part is in hand but I have now waited more than three weeks and through 4 different appointments (which each take multiple calls to schedule) to have this repair made.

  

  Business Response

  Date: 02/28/2025

  Dear ****** *****,

  We appreciate your patience as we addressed some scheduling challenges. We were pleased to assist with the installation of the part on your toilet and to reach a satisfactory resolution.

   

  Customer Answer

  Date: 03/01/2025

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

• Initial Complaint

  Date:02/04/2025

  Type:Delivery 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.

  Description: A full complaint including a complaint of ****** **** charging my credit card without my authorization, property damage, a National Electrical Code violation that Eco refuses to correct and poor workmanship is attached.

  

  Business Response

  Date: 02/18/2025

  Dear **** ******,
  
  Thank you for reaching out to us regarding your recent service. We look forward to our onsite visit on Wednesday, February 19, to discuss solutions for a comprehensive resolution.
  
  

  Customer Answer

  Date: 02/24/2025

  Nothing has been done yet since they still have the funds that they fraudulently received from my account. We are still waiting for ********* Bank Fraud Unit to make a determination.

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

  

  Business Response

  Date: 03/27/2025

  Dear **** ******,

  Thank you for reaching out to coordinate the scheduling of the remaining work. We look forward to seeing you on Monday, March 31.

   

  Customer Answer

  Date: 04/03/2025

  I accept the business's response to resolve this complaint. The work was completed on April 1, 2025
  
  Regards,
  
  **** ******

• Initial Complaint

  Date:02/03/2025

  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.

  In December, I had ECO plumbers install a water softener. Their plumber, Hunter Graham, spilled salt water all over my floors then used vinegar to clean it up. The finish has been removed off of my floors and ECO Plumbers refuses to replace my floors. They said they did enough by paying someone to clean the floors. The manager, Randall, came to my house today and was extremely rude and disrespectful. He said they would not do anything else to remedy this situation.

  

  Business Response

  Date: 02/12/2025

  Hello ****** *****,

  Thank you for contacting us through the BBB platform. We appreciate your patience as we reviewed your concern. 
  
  On December 3, 2024 during your home service visit for the water softener an unfortunate spill of salt water occurred. The technician onsite cleaned up to the best of his ability but regrettably not to your satisfaction. Ultimately, under Ecos guarantees a contractor was hired to assess and clean the affected areas on the floors. 
  
  Upon arrival on December 4, 2024, an assessment was conducted by our contractor who noted the flooring in question is luxury vinyl plank (LVP), which is 100% waterproof. The contractor assessed that the flooring had not been exposed for a sufficient duration to cause any damage and noted no signs of permanent damage. The areas reported as affected are located in the most heavily trafficked parts of the home, impacted by children, adults, and pets for over 700 days. In their professional opinion, these floors can be cleaned and do not require replacement, as salt water does not strip the gloss from the planks; this is typically a gradual process. Additionally, this flooring is quite budget-friendly, as a remaining box was found in the garage. It is important to note that the factory warranty for this product is only 12 months, and it is apparent that these planks are older than that.
  
  On Friday December 13, 2024, the cleaning of the floors was conducted. All residue was removed and ****** was very pleased with our service upon departure.
  
  On January 27th, you communicated to Eco your ongoing dissatisfaction, noting that 'the finish was no longer on the floors.' In response, we organized for our management team to conduct an onsite walkthrough. During this visit, both the manager and the technician noted that the floors were exceptionally clean and found no signs of damage. When we shared this information, our team encountered unprofessional behavior and was asked to leave the premises, which hindered any further discussions. We believe that Eco Plumbers, Electricians, and HVAC Technicians have acted fairly and appropriately to resolve this matter, and no further action is required.
  
  The Better Business Bureau of Central Ohio recognized us with the Torch Award for Ethics in both 2017 and 2023, reflecting our steadfast commitment to ethical business practices and fostering trust with customers in the community. In the event of any issues, we diligently strive to resolve them through our Eco Guarantees, as we have done to address your complaint, including the hiring of qualified contractors to evaluate and clean the floors. Eco takes pride in being a trusted home service provider in Central Ohio, Dayton, and Cincinnati.
  
  

  

  Business Response

  Date: 02/12/2025

  Hello ****** *****,

  Thank you for contacting us through the BBB platform. We appreciate your patience as we reviewed your concern. 
  
  On December 3, 2024 during your home service visit for the water softener an unfortunate spill of salt water occurred. The technician onsite cleaned up to the best of his ability but regrettably not to your satisfaction. Ultimately, under Ecos guarantees a contractor was hired to assess and clean the affected areas on the floors. 
  
  Upon arrival on December 4, 2024, an assessment was conducted by our contractor who noted the flooring in question is luxury vinyl plank (LVP), which is 100% waterproof. The contractor assessed that the flooring had not been exposed for a sufficient duration to cause any damage and noted no signs of permanent damage. The areas reported as affected are located in the most heavily trafficked parts of the home, impacted by children, adults, and pets for over 700 days. In their professional opinion, these floors can be cleaned and do not require replacement, as salt water does not strip the gloss from the planks; this is typically a gradual process. Additionally, this flooring is quite budget-friendly, as a remaining box was found in the garage. It is important to note that the factory warranty for this product is only 12 months, and it is apparent that these planks are older than that.
  
  On Friday December 13, 2024, the cleaning of the floors was conducted. All residue was removed and ****** was very pleased with our service upon departure.
  
  On January 27th, you communicated to Eco your ongoing dissatisfaction, noting that 'the finish was no longer on the floors.' In response, we organized for our management team to conduct an onsite walkthrough. During this visit, both the manager and the technician noted that the floors were exceptionally clean and found no signs of damage. When we shared this information, our team encountered unprofessional behavior and was asked to leave the premises, which hindered any further discussions. We believe that Eco Plumbers, Electricians, and HVAC Technicians have acted fairly and appropriately to resolve this matter, and no further action is required.
  
  The Better Business Bureau of Central Ohio recognized us with the Torch Award for Ethics in both 2017 and 2023, reflecting our steadfast commitment to ethical business practices and fostering trust with customers in the community. In the event of any issues, we diligently strive to resolve them through our Eco Guarantees, as we have done to address your complaint, including the hiring of qualified contractors to evaluate and clean the floors. Eco takes pride in being a trusted home service provider in Central Ohio, Dayton, and Cincinnati.
  
  

  Customer Answer

  Date: 02/12/2025

  I am rejecting this response because: this company has been unprofessional from the time the contractor arrived in my home.  The finish on my floor was damaged by the vinegar the contractor used to try to clean the mess.  Yes, if I mop the floor multiple times a day, it looks good. No one in my home wears shoes in the house and the dogs feet are cleaned each time they come in.  The excuses from this company are ridiculous.  The unprofessional behavior came from the manager who was nasty and spoke down to me.  A professional does not come into someone’s home and act like he did. 
  
  Regards,
  
  ****** *****

  Customer Answer

  Date: 02/12/2025

  I am rejecting this response because: this company has been unprofessional from the time the contractor arrived in my home.  The finish on my floor was damaged by the vinegar the contractor used to try to clean the mess.  Yes, if I mop the floor multiple times a day, it looks good. No one in my home wears shoes in the house and the dogs feet are cleaned each time they come in.  The excuses from this company are ridiculous.  The unprofessional behavior came from the manager who was nasty and spoke down to me.  A professional does not come into someone’s home and act like he did. 
  
  Regards,
  
  ****** *****

• Initial Complaint

  Date:12/16/2024

  Type:Order 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.

  When I signed up for the "***** Advantage Membership," I paid by check and was presented with a signature box on an electronic tablet to sign. There were no details, terms, or conditions listed, just a signature box. When I questioned this, the technician handed me a pamphlet that listed all the advantages of the membership. There was nothing about automatic renewals. A year later, I was informed by my bank that an ACH transaction had occured on my account, automatically debiting $288 for a membership renewal. I was very surprised to see this occur, especially since I was never informed of any renewal commitment, and I had even called some months before the end of the first year to inform the company that I had no intention of renewal. I never thought they could debit my checking account, apparently based on the fact that I had paid by check!

  

  Business Response

  Date: 12/19/2024

  Dear ****** *****,

  Thank you for reaching out to us through the BBB platform. We appreciate your patience as we reviewed your concern. As a growing business, we are consistently seeking opportunities to enhance our service, and customer feedback is invaluable in this process.

  
  During your service on November 24, 2023, with ******, the agreement you signed indicated that, Your method of payment will be billed $288 annually until canceled. Minimum 12-month membership contract. Cancellation before the end of 12 months requires balance payment. This contract was emailed to you at ******************* and was received and opened on November 24, 2023.

  
  Following your call for confirmation, our membership team sent an email to verify that your cancellation was scheduled for November 24, 2024. Unfortunately, due to human error, the date was incorrectly entered into our system as November 24, 2025, which led to the system auto-renewing the charge from the original payment method in November 2024. We sincerely apologize for any frustration this mistake may have caused. The $288.00 charge has already been reversed to your bank account, and we have also refunded the $39.00 processing fee to you. Please find the attached receipt for your records.

  
  We appreciate your feedback regarding the issues you encountered, and we are committed to making this right. Thank you for your understanding.
  

  
  

  Customer Answer

  Date: 12/19/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22695025
  
  I am rejecting this response because: I have not received the $39 processing fee as stated in the response. How and when was it sent?

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

  

  Business Response

  Date: 12/23/2024

  Good afternoon, 

  The refund was processed on 12/19/2024. Please allow 7-10 business days, depending on your financial institution, for the funds to show on your end.

  Customer Answer

  Date: 12/23/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22695025
  
  I am rejecting this response because only one of the issues in my complaint was addressed.  This was the return of the $288 charge to my checking account.  This occured primrily due to the action on my bank, once i had raised this issue with them.  

  The issue that has not been addressed is the unauthorized transfer from my checking account by the **************  This transfer was never authorized by me, and I believe that the execution of this transfer constitutes fraud.  The company's assertion that I was provided anafter-the-fact invoice that indicated "billing will continue until cancelled" is not the same as notifying me that ACH transfers will occur on my checking account, which I was never informed of and never agreeed to.  This is a very serious matter in my optinion, and my bank has advised me that the only was to prevent future occurence of unauthorized transfers by ***** is to completely close my checking account (which I opened in 1983).

  EcoFi seems to be of the opinion that they can fraudulently perform unauthorized transfers against my checking account at any time that their billing process determines that money is due.  This is an outageous violation and I think it would be patently illegal to transfer funds from an account without authorization.

  Eco Plumbers' point that they mixed up what year it was hardly explains how they went to the length of unuthorized transfers over the banking system,

  Lastly, I have asked Eco Plumbers to pay me $39, in addtion to the $288 fraudulently taken and subsequently recovered by my bank.  If they continue to refuse to pay it, I will not consider the matter resolved.

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

  

  Business Response

  Date: 01/06/2025

  Dear ****** *****,

  The $39 refund has been processed and sent via check through the mail.
  

  When you signed the contract for the membership it stated your method of payment will be billed $288 annually until canceled. Minimum 12-month membership contract. Cancellation before the end of 12 months requires balance payment. The payment method you provided was a check, and as a result, the checking account information was retained as the preferred payment method for the renewal.

  We recognize that a human error occurred in this process, and we sincerely apologize for any frustration this may have caused. When clients engage our services, we aim to deliver exceptional service characterized by highly skilled workmanship, guarantees on our services, upfront pricing, assurances of being bonded and insured in the event of any damages, the utilization of eco-friendly products and practices by our team, and the commitment to support our clients both now and in the future.
  
  
  
  

• Initial Complaint

  Date:11/11/2024

  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.

  Eco is a terrible organization that is unprofessional and lacks any customer support. Their reviews are awful and now I know why. I set up an appointment over a week ago. I explained everything of what was needed on the initial call. They checked with their manager to ensure they could do it. My appointment window was today between 8am-12pm. Their “quality control team” called today at 10:30am to tell me they can’t do my job with no reason given. I asked to speak with someone and they said their “care team” will call back in 3-5 days. Laughable. I called into the office and was sent to voicemail. This will be just another terrible review for them, but hopefully someone will learn from my mistake.

  

  Business Response

  Date: 11/14/2024

  Dear ****,
  
  Thank you for your feedback. We sincerely apologize for any miscommunication and inconvenience you may have experienced.
  
  A recent change within our organization contributed to some misunderstandings regarding the services we provide. Your feedback is invaluable to us as we work to improve, and we appreciate you bringing this matter to our attention. Our Care Team was pleased to discuss this with you.
  
  Best regards,  
  Eco Plumbers, Electricians, and HVAC Technicians

• Initial Complaint

  Date:10/20/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 28 2024, our annual service plan with Eco renewed for $288. The service plan offers several benefits, including annual HVAC tune-*** for air conditioning and furnace. We last received a furnace tune-up on November 24 2023 according to Eco's records. I have attempted to schedule the annual tune-up to which my membership entitles me, but Eco states that they have no available ************ slots until March -- almost 6 months from now -- which is around the time I would have an A/C tune up. I have attempted to contact a member of **************** team to resolve this. I called to request to speak with a member of their management team on October 16. It is not possible to speak with anyone at Eco directly beyond their front line staff.

  

  Business Response

  Date: 10/28/2024

  Good Afternoon,
  
  Thank you for contacting us regarding your recent experience with us. We are sorry that you did not experience the service that you expected from our company. We were happy to work with you to come to a satisfactory resolution for both you and your home. We will be here to take your call if you ever need us in the future.

  Customer Answer

  Date: 10/28/2024

  Eco responded swiftly to this complaint and took extraordinary measures to resolve this issue. Please consider the complaint closed and resolved to my satisfaction.

• Initial Complaint

  Date:09/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ECO PLUMBING CHARGED ME OVER 7K TO FIX OUTSIDE PLUMBING DUG MY YARD UP BUT DID NOT GO AS FAR AS THEY SAID WAS GOING TO WHICH WOULD HAVE FIXED THIS ISSUE THEY AND DID NOT COMPLETE THE **** THEY DID NOT TAKE THE FENCE DOWN AND DID WHERE ORIGINALLY THEY SAID....THEY ARE SAYING IT IS THE CITY RESPONSIBILITY AND THE CITY IS SAYING IT IS ECO RESPONSIBLE i AM THE ONE SUFFERING HERE WHILE THEY FIGHT I GOT A 7K + LOAN FOR THE REPAIRS AND IT IS NOT EVEN REPAIRED AND THEY TRY TO CHARGE ME MORE MONEY DO I NEED TO FILE ON THE CITY OF COLUMBUS TOO? I WANT MY PLUMBING FIXED LIKE I WAS TOLD IT WOULD BE AND IT IS NOT IT HAS NOT BEEN I HAVE BEEN DEALING WITH THEM GOING BACK AND FORTH FOR MONTHS ITS REDICULOUS. I WANT MY PLUMBING FIXED. I AM THE ONE WHO IS SUFFERING WHILE THEY FIGHT BACK AND FORTH I JUST WANT IT FIXED ASAP

  

  Business Response

  Date: 09/25/2024

  ***** *******-
  
  
  Thank you for contacting us regarding your recent experience with us.
  
  
  After working with the City it was determined that right before the city main you and your neighbors line comes together. This is what the City deems a common line that is the responsibility of you and your neighbor. We are happy that our Sewer Excavation Manager was able to work with you directly and come to a satisfactory resolution by providing a complimentary hydro jetting of the unique common line you and your neighbor share, along with providing a long-term permanent solution for your peace of mind.
  
  
  We always aim to provide 5-star quality service to our customers, and our goal is to always help.

• Initial Complaint

  Date:09/16/2024

  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.

  The company engages in misleading advertising to engage customers. Their website clearly states "$93 Or it's Free Sewer Drain Clearing .... ". I also called them and mentioned the $93. They told me, yes, that's the starting price. When you press on "see details", it takes you to scheduling the visit instead of providing the terms and conditions of the offer.When the guy showed up, he presented me with three options, the cheapest was $331. He said that it was available only in Columbus. At this point, I had to go ahead with them. When I called the office afterward, they told me the $93 was based on specific procedures. The technician misdiagnosed and went down the main drain, finding nothing, he then put in the camera to find out the line was actually clear. Only after that, he went to the obvious clog that was inside the house and cleared it with a small snake. I suppose their modus operandi is to first do the work that they will then try to justify for the higher price and then figure out what's the root cause.

  

  Business Response

  Date: 09/23/2024

  ****** *****-
  Thank you for contacting us regarding your recent experience with us.
  Here at the Eco Plumbers, Electricians, and HVAC Technicians, we have several Guarantees in place  to ensure that our customers needs are being met. I know that we have let you down, and for that we are very sorry. We are the highest-rated service company in central **** with over ****** reviews on ****** with an average 4.9 rating from our customers. We did not achieve this level of trust by being deceptive to our customers. The experience you had is most unfortunate but not a reflection of our company as a whole.
  We are happy that our Cincinnati General Manager was able to work with you directly and come to a satisfactory resolution of a full refund. Your service was not handled properly and we failed to provide you a five star experience. Our employees have 1 hour of continual training per week to ensure we are providing the best customer service experience. We have addressed all these concerns with the management team for additional training to be done to ensure that this situation does not repeat itself.
  I want to thank you for bringing this issue to our attention. We are always looking for ways to better our service, and your feedback is an invaluable part of that process. We pride ourselves on maintaining a high standard of service, and we sincerely apologize for any disappointment experienced during your interaction with our company.
  We always aim to provide 5-star quality service to our customers, and our goal is to always help you with your home in a timely manner.
  
  

  Customer Answer

  Date: 09/25/2024

  [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:
  
  I accept the business's response to resolve this complaint for my specific case. However, I don't know if they will be changing their policies and misleading advertisement. 
  
  Regards,
  
  ****** *****

• Initial Complaint

  Date:08/08/2024

  Type:Sales and Advertising 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 were having Plumbing issues in the home ( slow draining Toilet s and sink). We contracted ECo Plumbers to come out and diagnose the issue. They had a untrained professional come who did not diagnose the issue but went in and started removing the Toilet and snaking the drain without finding and disclosing to us the customer what the issue was. No camera inspection was done. The plumber came back and said he could not find any issues without even doing a camera inspection. Just a charge of $429 with resolution to our issue. They had the audacity to bring photos from 3 years ago stating they used a camera 3 years ago at my property but that is not what we paid for. We paid for a service that was not received or resolution or a refund. We contacted the city to come and check the Main sewer line and they stated there was NO blockage in the the main sewer line and to contact a plumber. The city were reside also stated that ECO plumber has not contacting them as required regarding any services at my address which is another violation. The city of ********* recomended me filing a report with the BBB and contacting the owner of Eco Plumbers.

  

  Business Response

  Date: 08/16/2024

  Hello ****** ******,

  Your feedback is important to us, and we appreciate that you reached out through the BBB. We have been a BBB A+-rated accredited business since 2007, and we work hard to build trust with our customers.
  

  We are sorry that you feel you have not received the service you expected. After reviewing your service request and the sequence of events that followed, plus prior service at your home, we believe there may be confusion about what the invoiced charge was for and why we did not perform a new camera inspection. The $429 charge was for having to pull the toilet and reset the toilet to provide the only access to the sewer line for running the cabling equipment.
  

  Our highly trained drain technician attempted to clear your sewer line to get the wastes flowing again by cabling 100 of line. When the flow could not be restored with the cabling method, the technician did not charge for the cabling. Also, when resetting the toilet, there was no charge
  for the new wax ring.

  Our drain technician next facilitated a visit by our service advisor who was familiar with your sewer issues from service in 2021. Since your sewer line was holding wastes, a camera inspection could not be performed because the camera could get stuck, and most importantly, it would not be able to see the condition of the sewer pipe because of the wastewater. When you referenced the findings of the camera inspection performed in 2021 by our service advisor, these images were reference from our records. He provided an option for an exploratory with an addition of an exterior cleanout. You and our service advisor then discussed financing, but you were unable to get approval. You then told our service advisor that you would speak with a friend who might be able to make you a loan to do the exploratory with cleanout option.
  

  Regarding city of *********, we do not need any permissions from them to pull a toilet or run a camera. The city of ********* only performs camera inspection on the citys portion of the sanitary sewer line, not the customers portion. 
  

  We hope this clears up any misunderstandings about the service that was provided and the recommendation to perform an exploratory dig and add an external cleanout.
  

  Sincerely,

  *** Rhode
  Marketing Manager
  Eco Plumbers, Electricians, and HVAC Technicians

  Customer Answer

  Date: 08/23/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22112013
  
  I am rejecting this response because:  this is not an accurate description of the detailed events . Furthermore the cost of pulling and a resetting 1 toilet is not over $400. It was never explained why the services couldnt not be completed . Also per the city of ********* you are required to contact them for services . The city of ********* is recommended filing a complaint with the BBB for lack of service .  The outside drain clean out was never attempted by your company . Why ? And if the complaint is for a blockage , then how are ever able to diagnose a problem with blockage of you can see due to waste ? There was  clearly waste in the line if there is a blockage . 
  how were you able to see In ********************** the line then ? Can you provide proof that the person sent out is a trained professional with the correct plumbing certifications ? Also provide a price of pulling a resetting a toilet . When I called to inquire about the price it was not stated it was over $400. Your response is not accurate and I demand a refund or completed service or for you to use the drain clean outside not the toilet .why was the toilet used for a drain clean out ? Were you not able to locate the drain clean out outside ? If so why not state that before starting service ? And again how can you diagnose an issue with no camera ?
  you started off snaking the toilet with no diagnoses . A diagnose should me made first based on 2024 findings then a solution .Why was the issue not diagnosed first before snaking a toilet ? And why did your employee make things worse ? 

   

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

  Customer Answer

  Date: 08/23/2024

  This company is not telling the truth .
  if there was an issue in 2021 with blockage and they were able to see with a camera , how come they cannot do it in 2024?
  they also stated for an Additional cost they could use the outside clean out why was that not used to begin with ? The  drain clean out is not in the toilet . It has to drain outside and be outside . The receipt does not state a toilet pulling was $429.00

   

  Customer Answer

  Date: 08/23/2024

  Why when the technician arrived at the home , why did they not explain all of the options before starting repairs so we the consumer can make informed Decisions before any work began ? 

  

  Business Response

  Date: 09/27/2024

  Hello Willie ******,
  
  There are many questions throughout the 3 replies that you posted on the BBB platform. I will try to explain your service to help you understand that you have a recurring main sewer line problem that will not get permanently fixed unless you take further action and invest in your home. Also, we would never discourage you from seeking other opinions if you do not agree with our recommendation to do an exploratory cleanout with hydro jetting.
  
  In 2021, you had us out to assist with a sewer drain back-up. Our cabling findings were that there were heavy roots and feminine products in the line that created a blockage. Our technician was able to clear the line three years ago. Likewise, our service advisor was able to perform the camera inspection at that time, because the flow had been restored, allowing the camera to see the interior of your sewer pipes. The option/estimate offered at that time was to install an external cleanout, so in the future, the toilet would not have to be removed and to allow for the hydro jetting, which cannot be performed through a toilet line. As you know, this option was never approved by you to move forward with, which we can presume means the problem with the sewer line still exist since it continues to back up. It is possible that with the passage of time, the condition of the main sewer line may have gotten worse. Notably, three years of roots seeking moisture, with the current drought conditions increasing root focus on seeking moisture through compromised sewer pipes.
  
  On June 30, 2024, you scheduled us to come out to address issues with bubbling or gurgling in the toilets when the washing machine was in use, and experienced difficulties flushing the toilets temporarily. Due to the absence of an external cleanout, our technician, having arrived at 10:10 AM, created an estimate on his iPad showing upfront pricing for our $93 or Its Free Drain Cleaning Special, and how he would need to access the sewer line through the pipes below the toilet, requiring pulling the toilet and resetting the toilet ($429 is shown with the photo of toilet pull/reset). The option you approved with your signature at 10:29 AM was for $522. Next, our technician explained our drain service disclaimer document, since the use of high-powered equipment can have unintended results due to the condition of degraded sewer pipes. This also required your signature. Our operational system timestamps everything and the indication is that our technician spent adequate time with you as he got your approval to perform the recommended service option and explained the disclaimers.
  
  Once he began working on the issue, he removed the toilet, protected the work area, and attempted to clear the line with the cabling method. Ultimately, he was not able to get the cable to break through the blockage to get the wastes and greywater in the line to drain. Our technician then reset the toilet and cleaned up. He provided a new wax ring under the toilet at no charge and removed the $93 drain clearing charge from the estimate, since he was not able to get the sewer line flowing again. Final invoice charge: $429. The invoice required your signature in three places.
  
  In the technicians wrap-up video, you confirmed that our technician put the toilet/bathroom back in order and cleaned up well. There was also agreement with our technicians observation that there had been construction at some point, that it would have been nice if they had added a cleanout. Our technician also explained that our sewer advisor would come out to discuss options.  
  Our drain technician was on site for a total of 2 hrs. 30 min.
  
  Consequently, the sewer advisor was unable to conduct a new camera inspection of the line during his visit, as no slow drainage occurred. When you brought up the previous camera inspection, our service advisor accessed the photos captured from the 2021 video through our operating system records, accessible from his iPad. Eco stores your service records for your convenience. Our expert then recommended the exploratory option that includes the installation of an exterior clean out, followed by the hydro jetting method to clean the line, which would cut through heavy roots and any debris built up in the line. 
  
  
  Regarding your question about the expertise of our drain technician and sewer advisor, the advisor holds sewer and water division tapping certification with many years of experience, including excavation expertise, and your drain technician has over 45 years of experience in the industry, including certification for proper waste handling.  
  
  It's important to note that each business establishes pricing based on their unique needs, overhead costs (service team, managers, and support team such as **** and dispatchers, our fleet, maintenance and fuel, continuous training, technology, marketing, etc.) and reinvestment in the business. We provide free, no-obligation estimates with upfront pricing, so that a homeowner can price shop more than one company, if they would like. Our cost ($429) for pulling and resetting a toilet includes many steps within the process to ensure no water damage occurs from leaking, such as turning off the supply and removing all the water from the tank and bowl, protecting the floor from damage when moving the toilet off the ******, and when replacing the toilet, ensuring that it is seated properly and tight to the ******, and turning on the supply and making sure everything is working properly once the water has refilled the tank. With Eco, you also receive valuable warranties and guarantees within your service.
  
  
  Regarding the city of *********, if we had installed an exterior clean out, a project coordinator would have communicated with your municipality to obtain the necessary permits. Since no replacement or repair was performed and no digging occurred, no permits were required. We only visited your home to provide you with options, and service existing plumbing, which does not require city permission. We are a registered contractor in the city of **********
  
  
  We have provided a cost-effective solution for your continuing problems with the main sewer line. Our recommended option requires taking additional steps to hire us to install an exterior cleanout and perform hydro jetting of the sewer line which would cut out any roots that are creating blockages. This option was provided in 2021, and again in 2024. Some homeowners will seek additional opinions and estimates, which you are welcome to do. The work performed for $429 was the charge for pulling and resetting the toilet to access the sewer line, since there is no other cleanout. Per the $93 or its Free offer, there was no charge for the cabling of the sewer line, since we were unsuccessful at clearing the line. When you last spoke with our sewer advisor, you mentioned that after being declined for financing, you were considering obtaining a loan from a friend for this work. We were waiting to hear back from you regarding this.
  
  We would like to offer you a $429 credit on your account to be applied to the exploratory cleanout with hydro jetting solution to aid in your need to get your sewer line flowing again.
  Thank you for your patience in this matter.
  
  Sincerely,
  
  *** Rhode
  Marketing Manager
  Eco Plumbers, Electricians, and HVAC Technicians