Complaints

This profile includes complaints for Reeves Plumbing & Heating's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Reeves Plumbing & Heating

  1850 West 21st St Erie, PA 16502-2006

• 

  Reeves Plumbing & Heating Co.

  1630 E 361st St Unit 7 Eastlake, OH 44095-5333

  
• 

  Reeves Plumbing & Heating Co.

  1630 E 361st St Unit 7 Eastlake, OH 44095-5333

  

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:02/17/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called Reeves plumbing and heating for an estimate on replacing copper pipes in my home. ***** the guy they sent out look at some of the pipes said, it would really be expensive to replace all this, let's test your water to see if you need a softener. He informed me that it would costs $178.00 and I said NO! I can get ******** to do it for free. ***** said oh, we send it out to a lab, we'll if you send it to a lab I can justify that. He proceeded to pull out a test get that I use for my hot tub that you can purchase at ******* for $15.00. I said wait a minute, I have that kit. Oh no, we send it to a lab. He added the drops of solution the blue, yellow and red capped bottles. He said your PH level is low and dumped the water out. NEVER TAKING ANY WATER OUT OF THIS HOUSE. I called and they said no money back the results are in the invoice we sent you. The same results he gave me on the spot! A very fancy way of scamming older people. I told them that I would be contacting you and they said go right ahead. This is a very deceptive practice. They said that I could have my money back if I put in one of their $3495.00 ph machines! What a deal. I will try to upload the fake document.

• Initial Complaint

  Date:03/21/2024

  Type:Billing 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.

  My daughter is renting this house and had a gas leak March 4th, 2024.. I searched for a plumber to come and repair the gas leak. I called Reeves plumbing. They had a good rating and they could come March 5th to do a pressure test on the gas line. Toni did the pressure test and within 15 min called me and told me he found 6 gas leaks...actually changed it to 9 gas leaks in this house... I questioned him quite a bit. I found it hard to believe that there were that many leaks.. He gave me my quote to replace the whole house..it was going to be $4,850 after talking to his boss they were going to give me a break and charge me $3,850. I told him my daughter did not have the money and I'm in Wexford hoping to get this taken care of because she needed her heat turned back on..He told me I owed $349.00 for the gas line pressure test. Of course if I agreed to the $3,850 he would apply that to the bill.. I called another plumber who came to the house to do a pressure test and found 2 Leaks... He repaired the leaks and did the test for $350. The gas was turned back on. He had no idea why I was told I had NINE leaks!!!! I can't believe Reeves Plumbing runs their business this way. I called them to complain on March 8th. The person I spoke to took my information and told me they would tell the boss and I would receive a call back. Today is March 18th, still no call back. As far as I'm concerned Reeves plumbing overcharged me to do the test and then lied about the leaks to try and scare me into replacing all the gas lines

  Customer Answer

  Date: 04/01/2024

  Consumer (the mom) said that she manually sent two emails w/ copies of the contract/estimate and invoice/payment showing that she is the customer.  She said that she called and hired the company, dealt w/ them and paid them.  Her daughter lives in the house and will eventually be buying the house from her fiance.

  Business Response

  Date: 04/30/2024

  Hello, We spoke with our two technicians that were on site at the time of the service. we came out to the property and pressure tested the lines to 5PSI. There was multiple leaks in the house and our technicians brought the residences boyfriend/husband down to physically showed him the leaks and he confirmed that they were indeed leaking. Our technicians contacted the mother of the residence to recommend a replacement. After going back to the basement more leaks were found because the system was on test for a longer period. Due to the age and number of leaks we typically replace them. Our company did not lie and we do not do that intentionally. The owner never called our company she called one of our technicians personal cell phone and should have called our office it would have been resolved. We have no record of her calling another plumber or any a copy of an invoice form a Licensed City of Erie PA.Plumber. It is Required to call a Licensed plumber at this address per city ordinances.Our office staff would have assisted her If she would have called. The charge was for a diagnostic fee and pressure test that our company did perform and should not be refunded.

  Customer Answer

  Date: 04/30/2024

  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.
  
  

  I do not accept the response made by Reeves plumbing. First of all I did call Reeves plumbing back on March 8th at 8:34 in the morning has seen in a copy of the phone records previously sent. The office employee took all my information down and told me that he would tell the owner of Reese plumbing and somebody would contact me. After a week of nobody calling that is when I filed this complaint. As for calling the technician Tony's personal cell phone I had to call him back to give him a credit card number for the $349 for the pressure test. I had an honest plumber come to the house do a pressure test and repair two leaks for a total of $350. The gas company would never have turned the gas on if there were more than two. So you can say what you want but I don't know how you say 9 and the gas company said 2. Charging $349 also to call me in 10 minutes is completely out of line! When I originally called i spoke to Corey I was told if I needed after hour service the test would be $600 and I believe about $200 for the plumber to show up. Of course I chose to wait until the morning I had asked him what the test would be the next day and he felt it was around $260 for the pressure test but then I was charged $350. I really feel sorry for anybody in the middle of winter having a gas line leak because this company will completely rip you off

  Regards,
  

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

• Initial Complaint

  Date:10/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of service was today 10/13/23. The technician gave me a quotes to fix my shower leaking downstairs into my utility room said it was the shower valve and needed old pipe replaced quotes me $995. Comes out today replaces , says he ran shower no leak I paid him no sooner did the charge go through the same leak was happening. The guy says oh there’s another problem no it was the same leak. Went back and forth and he basically said sorry can’t help you I fixed what I said. He left me with the same leak and I’m Out $1000. Horrible they robbed me took my money and left the problem.

  Business Response

  Date: 11/09/2023

  We have resolved this issue with a refund. Sorry that this has happened. Have a good day.

• Initial Complaint

  Date:04/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Below is a summary of the issue and my correspondence with the company. I have not received a reply. I am seeking a partial refund. The new contractor is willing to assert I was being given a completely inaccurate assessment and there is no way they could have possibly scoped the back pipe. ..This was a simple repair and I do not need a new sewer replacement. Below is the text of the correspondence I sent to the company explaining the issue: ..................................... On the evening of Sunday, April 2nd I experienced a plumbing issue that was first noticed while showering. I noticed water was pooling in the tub and not draining. I proceeded to test other services in the house. When I proceeded to flush the toilet, water began backing up and overflowing onto the floor. Other sinks and drainage points also displayed pooling water when tested. I called Reeves after-hour service to explain the situation and offer the opinion that I believe I have a sewer backup. Service techs were dispatched. Upon arrival, they proceeded to inspect the main sewer line in the front yard via a camera threaded into the cleanout pipe. Various vine growths were detected around the joints. By the time the techs arrived, the standing water inside the drains inside the house had slowly drained out. The techs had me flush the toilet and try running tap. They could not detect any water coming into the sewer line in front of the house and determined there must be something occurring past a t-joint connection in the back yard. I let them work in the back and after 5-10 minutes was summoned outside to the back. By this time, it was dark. The tech pointed out via flashlight water that was pooling on the grass close to the house and advised this was sewage. The next words were, "I have to tell you. This does not look good." When I asked for clarification, I was told that my sewer line had collapsed. When I asked how they could tell what the issue was, I was advised that the only explanation was that my system had encountered a catastrophic failure. I pressed for details, but the tech was very evasive and the replies seemed sketchy. When I asked what the solution was I was told verbatim, "You need a completely new sewer system." When I asked what that meant I was advised that "the entire line from here out to the city hookup near the street in the front would have to be completely replaced/upgraded." At this point I was concerned and asked how much this was going to cost me. HIs words were, "I need to prepare you. It's not going to be cheap. I can do what I can to save you some money but this is a major job." He then stated he would do an estimate and writeup in the van and come in and brief me. After roughly fifteen-minutes, he knocked on my door and came inside with a plethora of notes and figures. I was floored when he told me that with financing this will run you $23K. I was absolutely speechless. I asked why they could not simply repair any leak or breakage. I was told, "Your whole sewer system is shot. I know its not what you want to hear but it needs to be completely replaced. We are saving you a little by doing trenchless replacement with injection molded liners but this is the price." Something wasn't adding up. It was as if I was getting an estimate from a door-to-door window salesmen. I advised I need to get a second quote as this is hard to accept. He then pushed a sales pitch as if he were trying to convince me ."If you get someone else you will pay for another diagnosis and estimate,. They will have to do their own camera work and inspection etc. You are already paying for this and anyone else will tell you the same thing. You might as well just do it now and be done with it"....."If you do work with us I will refund half the cost of our inspection today." I then said I was going to get another opinion and that's all there is to it and they departed. The following day, I called around to other contractors. I found someone who would come out for an inspection and quote the next morning. Upon arrival, I informed the tech of the details of the prior night. We went out back and the first thing the tech did after seeing the standing water was ask - "What damage did they see when they put a camera in?" I advised they didn't snake the line in the back with a cameras as there is no cleanout point in the back. He then looked a little perplexed and asked, "Then how did they diagnose the issue? I don't see any digging back here." When I advised I assume they made the assessment because of standing water, I was then told, "Standing water/sewage on your lawn is a symptom and not a diagnosis. It could be any number of things causing this." He then worked to find an entry point for the camera. He went into the house to try to find a spot(something Reeves did not even attempt) and quickly saw the drain port in the laundry room in the back of the house near the spot of the pooled water. He popped off the lid and snaked a camera into the pipes. It literally took him three minutes with a camera and he called me over with the words, "Here's your problem right here." He showed me images on the monitor of what appeared to be dirt and soil that had fallen into the pipes near the house. "This is causing your backup." The pipes at this spot were only two feet deep and it took him a few minutes of digging to find the issue. He advised it looked like the previous owner had jury-rigged an access point to clean out the pipes. He stated he sometimes sees this. Since there is no access or cleanout point in the back yard on older homes, owners will sometimes dig to the pipes and cut open small ports to use to clean out the sewer line of debris or vines. There were two ports they drilled/broke out. When done, they had sealed it with a metal bandcover that had completely rusted out and caved in. The pipe was clogged with soil. I was advised it was a simple repair. Tech then cleaned out the debris and snaked a camera in to the back line. He then went to the front of the house to inspect via camera the front line as well. His final diagnosis. "Outside of the issue in the back with the small section of pipe, nothing needs to replaced. You have usual vine growths and it looks like nobody ever maintained the line so this has accumulated with time. But for a system this old it is in relatively good shape and if you maintain it going forward, it should last many more years." He also ID a small crack in a section of pipe in the front but advised it was nothing critical at this time and is not an 'imminent danger' type of scenario. He advised he would leave it up to me whether to replace that small section as well. "But its small and nothing to write home about at this time and is not leaking. " Techs came back the following day to dig a small trench two-feet deep by three-feet long. Cut out the compromised section of pipe. Attached new PVC section with a new access/cleanout port,. Total cost to repair the back line and do a complete system flush/cutout of the vine growths - $2,100. My sewer now runs freely and was given a clean bill of health. I was advised to buy vine-x treatments and also have annual or two-year cleanouts of the line using the hydrojet. "Barring some catastrophe, this should keep your line running as it should for quite some time to come." The thing I respected most about this new contractor was he didn't spend time bashing the competition. He didn't use this as an opportunity to bash another plumber or hand out a box of refrigerator magnets and give the 'always stick with us' spiel. He expressed surprise at how they could have told me the things they did given they could not access the pipes and didn't go inside to attempt to inspect the line. But he never asked who the other company was and limited his comments on the matter to the details. He simply stuck to the facts and got the work done . When I talked to another employee of the company about how your company could have given me this $23K estimate, I was only told. "I can't get inside someone's head and I wasn't here for it. But I guess possibilities are - lazy ? incompetent ? corrupt ? some combination of all three ? All I can tell you is that you definitely do NOT need to replace your whole line. If you were told that is the resolution to this issue, you were being given wildly inaccurate information." I am not here to complain that one contractor charges more than another. That is not what this is about. I am here to complain about the difference between being told you need to spend $23K to replace your entire sewer vs being charged $2K to actually fix the issue that needs to be fixed. I spent $970 with Reeves plumbing to come out and tell me I needed to spend $23k in order to fix this issue and get my sewer running again. They did NOTHING to get my system going even in the short term. I was given a totally bogus diagnosis and recommendation for a resolution. I received absolutely nothing in return for this money but a sales pitch and a bag of complete nonsense. Given I do not trust the veracity of the techs who performed this 'diagnosis' I am sure they will attempt to pass this off as a misunderstanding. This not in any way a misunderstanding. This was pushed as the ONLY option. I was told over and over, "You need a new sewer. It's the only way to resolve this issue and get your sewer functional." This despite not once stepping foot in the house to inspect anything, not ever viewing the actual damage. Not inserting a line into the back pipes. This is simply inexcusable. This was either intentional deception , laziness, or pure incompetence.

  Business Response

  Date: 04/20/2023

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

  Hello i am willing to refund you 1/3 of your invoice amount. We stand by what we quoted you. The cash discount pricing for your 80foot sewer replacement Was $18745.00. You have tree roots (vines) growing in your 70 year old sewer. We gave you a permanent solution for your very old sewer system. We never sell anything to a customer they they either want or need. I tell my techs that at least once a week. We have a very large satisfied customer base. Have a wonderful day.
  

  Customer Answer

  Date: 04/20/2023

  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.
  

  "Hello i am willing to refund you 1/3 of your invoice amount. We stand by what we quoted you. The cash discount pricing for your 80foot sewer replacement Was $18745.00. You have tree roots (vines) growing in your 70 year old sewer. We gave you a permanent solution for your very old sewer system. We never sell anything to a customer they they either want or need. I tell my techs that at least once a week. We have a very large satisfied customer base. Have a wonderful day. "
  

  ...............

  My Response:

  
  This is not true.. I was told REPEATEDLY when I questioned the quote that this is the only way to resolve my issue. This was not given to me as a suggestion or an option in any way shape or form. This is not a misunderstanding. This is not an oversight or mistake.  I was told explicitly and unequivocally that this was the only way to get my sewer running again. I asked multiple times. Period.
  

  This was either pure laziness, incompetence, or willful and intentional deception.
  

  That you have a satisfied customer base is entirely irrelevant to this specific issue. I have also used your services in the past as I am sure you can see from our files. I had no complaints about that service. The work was commendable.  

  I am a Christian man and not a liar. I would never willfully besmirch a mans reputation for personal gain or make knowingly false accusations. 
  

  I am not calling your integrity into question nor am I calling into question the history of your business. What I am saying ids that you either have a dishonest and rogue employee on your hand or he is incompetent.
  

  They never even looked at the damage. Vine growth had NOTHING WHATSOLEVER to do with the issue I was experiencing. As mentioned in my writeup, the previous owner had broken out a port into the pipe behind the house to use as a makeshift entry point for a cleanout since there is no cleanout port in the back. This eroded with time and collapsed and causes this backup issue. The rep never inspected the pipes in the rear. It was impossible for him to do so and I can prove this. The 2nd contractor had to break into the metal drain cover in the laundry room floor to even snake a line in. He was perplexed how they made the diagnosis to begin with as they never even inspected the actual damage. He was also perplexed I wad advised that the only way to resolve this issue was to replace my entire sewer. 

  As far as the age of my system this has NOTHING whatsoever to do with the issue I experienced that precipitated this or the resolution. I was told the vine growths are expected for a system that was never maintained by the previous owner. After the issue was repaired and the vines cleaned I was told I definitely do NOT need to replace my entire sewer line it as there is nothing functionally or mechanically wrong with it outside of the backup point caused by the issue mentioned with the previous owner. I was advised to do annual cleanouts and keep it maintained and the system should last many years to come if not indefinitely.  "If this was my mother, I would tell her keep what you have as there is no reason to spend the money to fix something that is not an issue. "
  

  Keep the money. At this point its a matter of principle. I will not accept this explanation as I feel it would be proper to do so. Other consumer can make of it what they wish. But I will not accept the explanation. BBB..feel free to fo whatever you wish with the complaint.

  Regards,

  **** *

   

   

• Initial Complaint

  Date:05/21/2022

  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.

  I had technicians at our house to repair our air conditioning and one of the technicians forgot to put on the booties on his boots and left very muddy footprints on our cream carpet. He did attempt to clean them but were still visible. I spoke to someone at the store and was told they were going to give me money back to have it cleaned. I waited a few days and heard nothing. When I called back I was told that the owner was going to call me. I waited 3 more days before I called again, It has now been about 10 days total. The girl that answered said he "the owner" was sure to call me. That was 4 days ago. I feel I'm getting the runaround from this company and am getting nowhere with this issue.

  Business Response

  Date: 06/29/2022

  Hello,
  This complaint has been handled as far as I know. once we saw the pictures of the carpet, we offered to send a carpet cleaning company to his home to do a professional carpet cleaning in the areas of concern. Customer than declined us doing that. Customer wanted money back instead of the carpet cleaning company to come back out and do the cleaning. We to him that was fine and we sent the customer a check for $95.00, which is what the carpet cleaning company would have charged us to do the cleaning. we have not heard back from the customer since this was done, so we are assuming this complaint has been handled.
  Thanks

  Customer Answer

  Date: 06/30/2022

  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.
  
  

   

  From: ***** ***** *********************>
  Date: Wed, Jun 29, 2022 at 11:44 AM
  Subject: Re: You have a new message from the BBB serving Western Pennsylvania regarding complaint **********
  To: Better Business Bureau <[email protected]>
  
  
  I have been in contact with them over the last 3 weeks it's when they told me they were sending a check. This was over 3 weeks ago and I called them last Friday and said I had still not received the check and have not received a return phone call yet. And the offer to send a cleaner to our house was well after the complaint was made not when they 1st heard

  Regards,

  ***** *****

  Customer Answer

  Date: 07/18/2022

  Consumer confirmed he received his refund..