ComplaintsforSal's Heating, Cooling, Plumbing & Sewer

• Initial Complaint

  08/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  AC not working after storms and power surges in area. I made an appointment for a diagnostic test for my ac unit on August 13, 2024 and ended up paying $258.12 plus the amount for the service call. The work the technician did did not fix the problem. My AC unit is still not working. The technician did not fix the problem. I had a second company come out to do a diagnostic test and they found that the work done by Sal’s was not complete and insufficient. The wiring was wrong and was not worked on which caused other problems. Sal’s is not a good company. They take advantage of the consumers lack of knowledge. They refuse to try and rectify the situation and will not refund back the money I paid. They wanted me to pay them again just to have someone else come out and do a diagnostic test that was already suppose to be done the first time. I really just want my money back and I never want to do business with them again.

  

  Business response

  08/29/2024

  Thank you for bringing your concerns to our attention. We take all customer feedback seriously and strive to provide the best service possible. We would like to address the points raised in your complaint.
  
  On August 13, 2024, our technician visited your residence to diagnose an issue with your air conditioning unit, which was turning on and off and not cooling properly. You utilized a Groupon for the service call, which covered the diagnostic time and the service call fee.
  
  Upon inspection, our technician discovered that the contactor was welded together. We provided an upfront quote to replace the contactor, which you signed and agreed to. After replacing the contactor, we identified an additional issue with a faulty fuse. We provided an estimate to replace the fuse, but you chose to handle this repair yourself. This decision effectively halted our diagnostic process, as we were not authorized to continue with further repairs.
  
  We understand your frustration with the ongoing issues with your AC unit. However, it is important to note that our technician performed the services requested and agreed upon. The decision to make the fuse repair independently meant that we could not complete a full diagnostic and repair process. As such, any further diagnostics would require an additional service call.
  
  We regret that you feel our service was insufficient. However, we believe we fulfilled our obligations as per the agreed-upon service. Therefore, we are unable to provide a refund for the services rendered.

• Initial Complaint

  08/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Sals heating and cooling. $408.24. To reseat the toilet. Looks like i didn't even get a new wax seal Context. We had a leak in living room ceiling below bathroom. Sals came out same day when I called. Agent looked at ceiling and toilet Said probably need to replace lead pipe and cut through ceiling Gave me estimate of 408. I accepted a quote for that. Then i told him we have pvc pipes and asked what if we just check seal as floor was discolored around base of toilet. So he agreed to try it. No estimate was given for that. I left and told husband what transpired. Sals agent lifted toilet and then tightened it down (i thought he replaced wax ring but it is not on bill.) he never quoted me for that. I had to leave. He started to lift toilet. in less than 10 min he came downstairs and talked my husband. He told him that toilet was not tightened down and was leaking because of that. so he tightened it. My 86 yr old husband paid the bill. We called today thinking this was an incorrect bill. Incredible for $400.00 for labor no parts - for less than a half hour at our home. They said” it was a flat rate and we agreed to it. “ Even though the estimate was for the bigger job. No detailed estimate was provided for either job. They never checked wTer heater or water pressure as noted on initial email . When my husband asked if it continues to leak was it guaranteed and they said there would be a new charge

  

  Business response

  08/23/2024

  Dear Better Business Bureau,
  
  I am writing in response to the complaint submitted by ***** ****** regarding the service provided by Sal’s Heating and Cooling on 08/08/2024. I would like to clarify the details of the service and the charges involved.
  
  As originally explained during the booking phone call, there was a service call fee of $99 plus tax. Upon arrival, our plumber assessed the situation and provided an upfront estimate of $408.24, which included the cost of a new wax ring, the labor required to reseat the toilet, and the service call fee. This estimate was agreed upon by the customer, and the work was completed to ensure that the toilet no longer leaked. The customer has raised concerns about the charges and the work performed. Here are the key points to address these concerns:
  
  Service Call Fee: The initial service call fee of $99 plus tax was included in the total charge of $408.24.

  Estimate and Agreement: The plumber provided an upfront estimate of $408.24, which included the cost of a new wax ring, the labor to reseat the toilet, and the service call fee. This estimate was agreed upon by the customer before any work commenced.

  Work Performed: The plumber reseated the toilet and ensured that it no longer leaked. The customer mentioned that the wax ring was not listed on the bill; however, the estimate provided included this component, and the work was completed as agreed.

  Flat Rate Charge: The $408.24 charge was a flat rate for the service provided, which included labor, materials, and the service call fee. This rate was agreed upon by the customer before the work began.

  No Refund: Given that the work was completed as agreed and the toilet no longer leaks, no refund will be issued.

  We strive to provide clear communication and quality service to all our customers. We regret any misunderstanding that may have occurred and hope this response clarifies the situation.
  
  Thank you for your attention to this matter.

  Customer response

  08/27/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ***** ******
  I got a verbal appraisal  for removing ceiling replacing lead pipe. I agreed but was never given anything to sign 

  I remembered we had pvc pipes not lead so i asked him to just check wax seal .  He never gave me an estimate for that  .
  I had to leave  .  He handed my husband the bill on completion. which he signed but only on the paid line  not on the approval line. No signature is on approval line only a wavy line 

  he made an estimate that i or my husband never agreed to

  the estimate i agreed  to was if they ripped open the ceiling and replaced a leaking lead pipe 

  i never got a written estimate only a final bill   the amout of the original verbal estimate but for a different job . I would nevr have agreed to a $400+ to replace a wax ring. I may be old but not stupid
  

   

  I never got a written appraisal for the work that was done  i never signed the appraisal in advance 

  
  
  
   

  

  Business response

  09/11/2024

  Dear Better Business Bureau,
  
  Thank you for bringing your concerns to our attention. We take customer feedback seriously and appreciate the opportunity to address this matter.
  
  As originally explained during the booking phone call, our service includes a standard service call fee of $99 plus tax. Upon arrival at your location, our plumber carefully assessed the situation and provided an upfront estimate for the

  necessary work. Here are the key points to address your concerns:

  Service Call Fee:
  
  The initial service call fee of $99 plus tax was clearly communicated during the booking process and was included in the total charge of $408.24.
  
  Estimate and Agreement:
  
  Our plumber provided a detailed estimate of $408.24, which covered several components:

  Cost of a new wax ring.

  Labor required to reseat the toilet.
  
  Work Performed:
  
  Our plumber diligently reseated the toilet, ensuring that it no longer leaked. While you mentioned that the wax ring was not explicitly listed on the bill, please note that it was factored into the overall estimate provided and the wax ring

  replacement was documented in the summary of the final invoice which was emailed and opened by you. The work was completed exactly as agreed upon.

  Flat Rate Charge:
  
  The $408.24 charge represents a flat rate for the comprehensive service provided. This rate covers both labor and materials, including the service call fee.

  We believe in transparency, and our pricing structure aims to avoid surprises for our valued customers.
  
  No Refund:
  
  Given that the work was completed as agreed and your toilet no longer leaks, we regret that we cannot issue a refund.

  Our commitment is to deliver quality service, and we stand by the work performed.
  
  We sincerely apologize for any misunderstanding that may have occurred. Clear communication is essential to us, and we hope this response clarifies the situation. If you have any further questions or require additional information,

  please don’t hesitate to reach out.

  Thank you for choosing our services, and we appreciate your business.
  
  Sincerely,
  ***** ********
  
  Customer Service Manager
  

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company installed a hot water tank. During the install, the company improperly connected the ground wiring. Which caused a power surge disabling our ac unit. The company repaired my ac unit. A second power surge due to ground wiring again disabled my ac unit. The company repaired my ac unit. After a 3rd power surge an electrician was called to correct the ground wiring. I have reached out to Sal's to repair the ac unit. I asked that their be no cost due to be power surge problem resulting from the incorrect grounding of the electric current by their workers. I was told that the company would not repair the unit at their cost. I wrote a rebuttal laying out the time line of events and with the root cause being the ground wiring. This was supported by a summary of work done by the electrician. My family is without ac during the hottest period of the year. I have yet received a response from the company. I have called and continued to wait on a satisfactory reply. I am simply asking that the company repair the unit damaged by the electrical issues created by their team.

  

  Business response

  07/19/2024

  Thank you for your email regarding the recent issues with your AC unit. We appreciate your patience and understand the discomfort you’ve faced during this hot season. Upon further review, we acknowledge that AC units should ideally be on their own dedicated circuit. However, we’d like to clarify our position:
  Dedicated Circuits:
  As you rightly pointed out, AC units require dedicated circuits to ensure optimal performance and safety.
  Responsibility:
  We take responsibility for any errors directly related to our work, including the ground wiring issue during the hot water tank installation. However, the need for a dedicated circuit falls outside our scope of responsibility, as it is a standard requirement for AC installations.
  Resolution:
  Despite this, we remain committed to resolving the situation promptly. Our service team will assess the AC unit, address the electrical issues, and ensure proper circuitry. Unfortunately, we cannot cover the repair costs in this case.
  Customer Satisfaction:
  We value your loyalty as a customer and apologize for any inconvenience caused. Our goal is to restore your AC unit to full functionality, even if it means discussing repair costs.
  Thank you for choosing Sal’s Heating and Cooling, Plumbing and Sewer. We appreciate your business and look forward to resolving this matter to your satisfaction.here...

  Customer response

  07/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  **** ******
  
  
  
  
   

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 6, 2024. I requested service to fix my furnace and a/c checkup. Worker was here for 3 hours while guessing what was wrong with my furnace and left.. I told him not to return because I didn't want to be charged for any more hours of guesswork and furnace not fixed.. Was sent a quote to fix for $2400.00 next day. A/C checkup which was done was to cost $69.99. Was charged $397.44 total. Called someone else, furnace fixed in 1 hour for $650.00. I don't feel I should be charged for technicians who are not knowledgeable and a problem that was not fixed and quoted exorbitant pricing.

  

  Business response

  06/18/2024

  We always aim to deliver a great experience, and we appreciate you taking the time to bring this to our attention. I understand that you encountered an issue with your furnace which our technician was unable to resolve during the initial visit. The subsequent quote provided might not have met your expectations, and for that, I apologize. The charge of **$397.44** that was billed includes the cost of the A/C checkup, the cleaning of the A/C, and the time spent by our technician diagnosing the problem with your furnace. Our technician provided an upfront estimate for the furnace to be repaired, which is a standard procedure we follow to ensure transparency with our customers. We strive to provide our customers with efficient and effective service. We do not believe in "band aid repairs" and always aim to provide long-term solutions to the problems. We noticed that you called into our office demanding a refund. Our customer service manager reached out and left a message to discuss a resolution, but we didn't receive a callback to discuss the matter further. We stand behind our diagnostics and, as such, no refund will be issued. We value your business and regret any inconvenience this may have caused. We are committed to learning from this situation and improving our services.

  Customer response

  06/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Regards,
  
  *** *********
  
  
  
  
   

• Initial Complaint

  02/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Plumbing service performed on 2/7/2024. I was shown an itemized statement on the technician's tablet showing the cost of each part of the job to be performed. I was sent an invoice (attached) after the job was completed which only showed the components of the job, but with no individual cost listed. I called the company and asked for an itemized statement showing what each item cost. I was told that they are a flat-rate company and could not tell me what each item cost. They could only give me a total. I said I wanted a copy of the estimate that the technician showed me on his tablet. They replied that once it goes into the computer, they cannot break down the cost into individual components. Concerned that they are trying to hide overcharges. Also pointed out that I was charged $100.32 tax for a $805.00 job. They said an adjustment would be made.

  

  Business response

  02/09/2024

  ******,

  We appreciate your business. We take pride in ourselves offering an up front, flat rate price to complete any job which is always signed and agreed to before we begin any project. We have offered you an itemized invoice detailing each service provided and what the flat rate fee equaled in your invoice. In your case, not all quoted work was needed so additional monies were removed from the invoice as those were not needed or completed. We did have an error in tax calculations and a refund is issued to the payment method you used to settle the signed and agreed to work. Please allow 7 - 14 business days for the refund to process. We apologize for that. We look forward to helping you complete any future projects.

  Thank you!

  Sal's Heating and Cooling, Plumbing and Sewer

  Customer response

  02/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ****** *****
  
  
  
  
   

  Customer response

  02/12/2024

  Sal's continues to refuse to provide an itemized invoice indicating the cost for each component of the job. As can be seen by the statement they did provide, it lists items. Each of these items must a dollar value associated with them to then come up with a total cost for the job. Sal's says they charge flat fees and so I want to know what the flat fee is for each of the items in question. I can only assume that they refuse to provide this information because there may be an excessive charge involved somewhere, otherwise individual costs of labor, materials, etc. would provided. 

  

  Business response

  02/21/2024

  We appreciate your business. We provided an up front, flat rate estimate which was signed and agreed to. We do not charge per hour, we charge for the desired outcome of the project. Not all of the quoted work was necessary for this project and those tasks were removed from the scope of the work resulting in a lower cost to the customer. There was an error with tax calculations which is being refunded. We apologize for that error and we are making that right. We look forward to helping you complete any future projects. 

  Customer response

  03/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ****** *****
  
  
  
  
   

  Customer response

  03/01/2024

  Sal’s keeps noting that I agreed to estimate. I have never disputed that, so that does not need to be repeated AGAIN. They also continue to note that they have flat rates. I understand that as well. They listed the components of the job:
  Task 425: cut up to a 4x4 hole in The Drywall Standard
  Task 423: cut in Access Panel Standard
  Task: ST custom estimates: Other custom items that are not in the price book. So there is a price book for flat rate fees.
  Each of these must have a FLAT RATE FEE dollar amount that is added up to come up with the final cost. I want to know what all those flat rates are. I paid $800 plus tax to have a hole cut in drywall, an access panel installed, an epoxy applied to the hole in the pipe to stop the leak. And no warranty. I am concerned there was an error somewhere in calculating the cost. No need to repeat that I agreed to the estimate.
  I have used Sal’s for years, and so never questioned the cost and details of the job. That was my error.

  

  Business response

  03/05/2024

  We appreciate your business. Every project we have completed has been quoted the same way. We add the task(s) to the invoice and once that step is completed a flat rate fee for the project is signed and agreed to. Then, and only then, the quoted and signed for work is completed. Once completed, we collect the fee that was agreed to from the very beginning of the project. We are a flat rate company and do not breakdown the price for every item on the invoice. We do not charge an hourly rate, we are flat rate. One price no matter how long the job requires. We look forward to helping with any future Heating, Cooling, Plumbing or Sewer projects that may need completed. 

• Initial Complaint

  11/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  heating and cooling replace my HVAC unit in June this year. They came over 3 times beforre giving me the final quote for the HVAC unit. Knowing that I have an ****** zoning unit with 4 zones. I have been using Sal for past4-5 years in servicing my HVAC unit and they have been very good and trustworthy of their previous service. After they replace the unit(2 days work) they did not test all the zone and claims that they have completed the job. After a few weeks later when I used the Air conditioning unit. My master zone which is my master bed room are able to maintain the temperature at 71 F at all times but my other zones are 4-5F lower. ***** is the guy who came and look at my zoning and claims that my arzel dampers were bad 4 out of 5 dampers. ***** end up charging me for the service which I paid. Some other guys came out again to give me a quote to replace the bad dampers and install a bypass damper which the quote he gave me which is about $4500. I decide to go for 2nd opinoion on this and look up contractors that is listed on Arzel website. I found 4 of them and 4 of them mentioned that they do not see a need of a bypass dampers. After selecting one of them, they came and did the work to replace all the dampers and the control panel with brand new dampers. After working with it for a day and a half they claims that it is not possible for the HVAC to work with any zoning unit. They have this in writing. I was charged for only the labor and the company put back the old arzel dampers, They said there is nothing wrong with those old dampers which they did test.(***** claims that it is bad) At this point, I want Sal's to get my HVAC working with my zoning either by replacing my HVAC with a brand or model that works with zoning.

  

  Business response

  11/20/2023

  Thank you for contacting us. We are working with this customer to resolve the complaint. We have contacted the manufacturer of the zoning system and the furnace manufacturer. Suggestions have been made by the zoning system manufacturer that would resolve the complaint. These suggestions are pending the approval of the customer. This is an email from the manufacturer. 

  Here at Sal's Heating and Cooling, Plumbing and Sewer we look forward to resolving the complaint as quickly and efficiently as possible. 

  Customer response

  11/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

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

  Base on this video the bypass damper installation, this new HVAC will not be able to last long due to the extreme heat and cold due to the bypass dampers. On top of that my hvac efficiency will drop. This is very clear that this solution were put in place because the HVAC unit that Sal's install doesn't work with zoning. I have the old HVAC unit (carrier brand) and zoning (Arzel) working since 2005 and there is no need of any bypass damper. Bypass damper or dump zones are patched solution. Any new HVAC unit that will work with zoning will not need this bypass damper or dump zone. I do not want a patch solution that will work only for a few years. Once the warranty is over, I will be on my own. 

  I am not really happy with the service that Sal's is providing/provided since the HVAC replacement. There are a lot of alternative solution been presented (none are good working solution) and they are not very honest and transparent with me right from the start. This installation that Sal's did stress me out since they complete the install. Feeling cheat by someone whom I have trusted for the past few years(espeically what ***** said about my Arzel dampers were bad) and no attempt to do the right thing to address the issue correctly.

  I did try to work with Sal and hope they will do me good but so far I do not see it at all.

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

• Initial Complaint

  11/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Sept 13, 2023 I had Sal's come over due to a leaking vent pipe. I knew what the issue was and described to the technician what needed to be done. We agreed, and then the work that was completed was not what was discussed. After numerous calls with Sal's in which they acknowledged where the miscommunication came from, they have no provided any offer to make it right. I simply did not authorize the work that was completed, and would have never authorized the simple task that was done for $600. On top of that, the technician left an incredible mess all over the walls, nearby desk, and ruined $250 of makeup.

  

  Business response

  11/13/2023

  Thank you for contacting us. I think some things need to be clarified with this complaint. The plumber went to the home on 9/13/23 for a free plumbing estimate. Once the plumber determined a resolution for the issue, he provided the customer with an upfront quote for repairs which the customer signed and agreed to. The plumber completed the contracted work promptly and efficiently and the vent was not leaking upon completion. Customer called us back 10/10/23 for a heating issue which was completed on 10/12/23. No refund will be issued for this as it was signed and agreed to before any work was completed.

• Initial Complaint

  10/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  SERVICE DATE: 8/21/2023 We had ***** resolve an issue we had with one of our hot water tanks releasing water from the T&P valve. They were to replace the Water Pressure Regulator Valve, replace the one Expansion Tank with two Expansion Tanks, and plumb the hot water tanks inlet and outlet lines for parallel installation. The Water Pressure Regulator Valve, Expansion Tanks were installed, and only the hot water tank outlets were plumbed for parallel hot water tanks. After they finished the work the technician stated the parallel lines for the inlet were not necessary, even though we elected to have it done, were quoted to have it done, and paid to have it done. The Expansion Tanks and inlet lines were installed so close to each other that the tank stem is inaccessible without moving/bending/flexing the water line. This would be needed in order to check or adjust the pressure. The other hot water tank began releasing water from it's T&P valve. The issue appears to be that when the work was done all the devices were left at their default charge and not set to the incoming water pressure. Water Pressure Regulator Valve (default 50psi), Expansion Tank1 (default 20psi), Expansion Tank2 (default 40psi). Contacted ***** Heating to speak to a manager, but they had the technician call back to convince us the additional plumbing wasn't necessary. Ultimately he stated he would get the work scheduled, but that never happened. Since then we had Water Pressure Regulator Valve set to 65 and both Expansion Tanks set to 65, now neither hot water tank is releasing water. Now we need another company to plumb the inlet line for parallel hot water tanks and the Expansion Tank stems to be accessible.

  

  Business response

  11/13/2023

  Thank you for contacting us. We returned to the customers home on November 09, 2023 to review the contracted work. The customer is scheduled with ***** on November 16,2023 to complete the job.  

  Customer response

  11/16/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  The plumbers arrived today, but unfortunately it does not appear the proper information was relayed to them. They arrived to balance the water pressure PSI, which I had already had addressed, and which was stated in the complaint. The remaining issue is that the cold water inlets to the hot water tanks remains in an unparallel configuration (I stated serial in the complaint, but that is not correct, they are not in a parallel configuration). I have attached two sample diagrams that display what was discussed with the original plumber. Today, none of the plumbing to the hot water tanks was addressed.
  
  ****** ******
  
  
  
  
   

  

  Business response

  11/22/2023

  We completed a return visit to this customers home. The plumber confirmed the water heaters are plumbed correctly and operating normally. We have deemed this job to be complete. We will be refunding $259.00 to the customer for the inlet repairs.

• Initial Complaint

  07/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  the rheene hot water tank installed 6/29/3023.. The cost of installation and workmanship was O.K. There was a additional $499.00 fee that was added to bill for a new updated white Pipe .that was necessary because of new building codes. when a new tank is installed. The only complaint I have is what I was charged for a permit. Before the install I was called and reminded there would be an additional charge for the permit. I called the building office to inquire the cost of a hot water permit. The price was $80.38 and $50.00 would be refunded after inspection. I approved the permit fee to be added to my bill. When I received my final bill they added $151.00 for the permit. when I questioned the amount I was told the extra $120.00 was for their prosing fee This amount was never on an invoice and I never saw the building permit

  

  Business response

  07/07/2023

  In response to complaint ********. After reviewing this account we are processing a $151 refund.

  Customer response

  07/08/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** ************
  
  
  

• Initial Complaint

  07/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Transaction took place on 6/20/2023. A total of $414.72 was paid for a service call and that required a hole to be cut for a diagnosis of a leak. The charge of $99 was the service call and a "4x4" hole was cut to diagnose ($285). Upon review, a hole of that size was not cut, however, charged at that rate. As the rate of the charge is based on the size of the hole being cut. The diagnosis was also incorrect, as the size of the hole would not be able to lead to a proper diagnosis. This was confirmed by two other certified plumbers as well upon their inspection and review. I called the business to dispute the charge, however, they would take the word of their plumber and not review the actual cut of the hole and incorrect diagnosis. Picture shows (floor joist 16") just one floor joist, so hole could never be 4x4. It is rectangular too, as the size is much smaller, which would be a smaller overall charge. At the very most a 12" x 16" hole. Invoice 118323525. An estimate was also provided of $16k for overall repair. The same repair from another accredited plumbing company was $6.5k. Almost a third of the price, all due to original improper diagnosis.

  

  Business response

  07/07/2023

  In reference to complaint ******** After reviewing this account the customer was provided with upfront pricing and was approved by the customer prior to starting.  No refund is warranted.

*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. ↩