Complaints

• Initial Complaint

  12/30/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Nussbaumer Plumbing was sent by our home warranty company to fix a stoppage in our toilet and shower and leak in our shower drain. We have one bathroom and young children so a quick fix was a necessity. When they first came out they charged us $660 (not covered by the warranty company) to fix the stoppage and found the leak. They said they couldnt provide a detailed bill with cost breakdown at that moment but someone in the office could send it to us. That never came. It took multiple days to get them to respond to reschedule a visit to fix the leak. (With multiple called to the hw to get them to respond.) They said we would need to pay another $650 uncovered to do the pipe modifications and said they would get us the detailed breakdown (parts/labor/costs) by that following Friday because of a death in the company. When they came back, they tore apart the pipes and then said it would be another $250 to access the wood. The technician also assured us we would get the detailed cost breakdown when the person returned to the office. We have left multiple messages. ** company has called and asked, and they still have not given us a breakdown of charges. At this point, we feel as if we have been scammed and taken advantage of because we had no other choice but to proceed with a promise of them providing us with documentation but have not done so. I want to know the total cost breakdown of this job(s) including parts/labor/what we paid and what the home warranty company paid. Not just an invoice saying we gave them $1560.

• Initial Complaint

  11/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Nussbaumer Plumbing was assigned to me as a contractor by my home warranty company (***) in Aug 2024 to fix 3 running toilets in my home. They came out promptly and left, but within one day of leaving; one started running again, and I reported this. They came out and said they came out and had to order a part. During the waiting time of this part ordering, a second toilet stated running and again I reported it. They completely ignored that. Numerous calls later to home warranty company and Nussbaumer, they sent someone who told me he wasnt sure why he was there, he came with no parts, he sat in my driveway for ************************************************************ parts like this could be purchased at ********** and hed be back with them the following Friday. He apologized for stalling and said his boss kids car was hit and run and hed been on the phone with his boss trying to help. The whole thing was weird. He never came back that Friday. Then they said the wrong part came from the manufacturers. The story changed so many times. I escalated it to the highest level at the home warranty company via legal letter. Today they sent someone back out. It appears that he defacated on my walls and in my toilet. His partner told me that he was going to the bathroom when he didnt come down for some time and there are remnants now. Id like a cleaning company to pay for remediation. This is my Master bathroom attached to My Bedroom so Im asking for Cleaning to My Bathroom and bedroom. They wore their boots in my home too. Im not asking whole house; but I think this small amount is fair considering

• Initial Complaint

  10/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I had requested service through my home warranty company and paid the $100 for Nussbaumer Plumbing to come out and figure out a plumbing issue with my upstairs sink and the hot water tank. I was told upon them looking at it the hot water tank needed to be replaced and the upstairs bathroom would need a clean out installed. I signed paperwork for the extra costs that it would take to do the clean out upstairs and they said they would be in touch to set up a date to come back out. All of this took place on September 27th. I have reached out via multiple telephone calls, left voicemails, and sent an email to the email listed. I have yet to hear back from them as of October 15th. I reached out through my home warranty company on October 7th who sent them an email and told me I would hear back from them. I still have yet to hear back from Nussbaumer Plumbing about setting up a time to come out and finish the work. Save your money and if you have American Home Shield for your home warranty plan find a new one. Both of these are wastes of money.

• Initial Complaint

  08/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have American Home Sheild as my home warranty. I had a service call issues on 8/7/24 regarding my hot water tank (which is covered under warranty). The service guy did in fact state that I needed a new hot water tank and it would be between $1000-$2000 and may take a week or so because they had to order a new one. The service guy never turned in report w/in 72 hrs. Which is required. Unfortunately for them I had already contacted another company who could have everything in within a day for $1,100+ 10 year warranty. And that was their charges without use of any warranty I have! It is now 8/19/24 and I still have no resolution. This is scamming people and everyone needs to be aware.

• Initial Complaint

  08/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  This plumbing company was used by warranty provider, American Home Shield. While they fixed my concern they also broke a tube faucet handle and reported that it was broken before repairs. This is a lie. We turned on the faucet together to check the leak. When he turned the faucet on the handle did not fall to the ground. However, after the repairs were completed, when I went to turn on the tub faucet handle it fell to the ground. They completely lied and reported that they will not fix or pay for their damage. Given this, I'm concerned that they may have charge me for repair covered under my warranty. I'm in the process of investigating. I want them to replace the tube faucet handle or pay for it to be replaced. I called continuously to address this issue with no return call or answer. When the home warranty company called they answered immediately but didn't tell the truth (see above in which discussion occurs about them lying). This is quite unfortunate as the men who arrived seemed like nice guys and seemed to do good work.

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Nussbaumer Plumbing was assigned to us by American Home Shield for plumbing issues under a home warranty. They provided a prompt diagnosis, but there were issues with the information provided to American Home Shield in the diagnosis. Specifically, I discussed with the plumber that we could provide access to the toilet and sink, and they did not have to do it. They included making access in the report to AHS, which resulted in an increase in charges to me of $600. I tried for three weeks to reach out to Nussbaumer, calling during open hours, leaving voicemails, and emails. None of these were returned. American Home Shield claims to have reached them twice, and on each occasion, I was told that Nussbaumer agreed to call me within 24 hours. They did not either time. It has now been seven weeks since the diagnostic visit, and despite numerous attempts to solve the issue, I have been unable to speak to Nussbaumer plumbing.

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Nussbaumer Plumbing was called in to do a dye test for us. They came on April 8,2024 and performed the dye test. They confirmed that we passed. I wrote a check for 180.00 and they took the paperwork that was to be submitted to the Boro for our house closing. They cashed the check but failed to file the paperwork. This is holding up the process of closing on our house. We have contacted the business multiple times a day for several weeks trying to get the issue resolved. When someone answers (which is rare) they claim they will call us back with a resolution and then never do. They will not answer our calls. We would like our money to be returned as we are now having to hire another plumber to complete the job.

  Business response

  05/30/2024

  ******, we apologize for the miscommunications between our staff and you. We did not mean to cause any issues with the closing of your home. We understand your frustrations and would like to take care of them accordingly. There was a mix up as to where your dye test papers had gone in our office. Our manager has been out of the office as we cannot get into the office where the papers were. As soon as we can we're going to get the papers back to you, we understand this is not okay and it shouldn't of happened to begin with. We do apologize again for the inconveniences we have caused in this process. We wish to provide you with a better experience in the future if need be, thank you.

  -Nussbaumer Plumbing

  *******

• Initial Complaint

  05/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Nussbaumer Plumbing refuses to answer the phone when I call. If I have an issue and call repeatedly and they don't answer or never call back after I left 2 vms and emailed the emergency email address three times what's my only option? File a report and maybe they will care enough to change their customer service. They can't treat people this way. If they're short staffed guess who should be manning the phones? The owner! Or maybe his wife the manager. I've been without hot water since April 15th. They diagnosed and said they would order a part that day. It should of only taken 7 days to arrive but to my suprise it didn't even arrive by April 30th when I called to ask about it. May 3rd it arrived they came back out and installed the power switch or vent. Said problem fixed. Later that night I had no hot water called next day which was Saturday no answer. I called many times. Left vms. Emailed. I find out Monday the office girl had a family emergency and didn't come to work. Ironically it's Saturday again today and I've called many times..Deja vu. No answer. Guess she's having another family emergency. They just came out for the 3rd time on May 9th and installed vapor sensor and my hot water worked for 12 hrs. Now a new issue, water leaking from tank, and no hot water. Water damaged my property. When the guy left he said if there is anymore issues they will just order a new hot water tank. I've been without hot water just shy of 30 days. This is insane. I have a 5 year old. I can't live like this. All because they're contracted by American home shield my home warranty.

  Business response

  05/30/2024

  Hello ******, we understand your frustrations during this time. I apologize for the miscommunications between ourselves and you. The last thing in our system shows another one of our secretaries had offered you an appointment to get things taken care of, which you said you were going to call back if that date and time worked for you. We never did receive a call back. My secretary again tried calling you to get back onto our schedule. There is nothing further we can do if you're not willing to get scheduled again. Again, we apologize for the inconveniences during this time. We hope to provide you a better experience in the future if need be, thank you. 

  -Nussbaumer plumbing

  -5/30/24

  Customer response

  05/30/2024

  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.
  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21698001, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The management running this company in my opinion is a joke. They responded to my complaint saying I wouldn't schedule and they submitted that may 30th. The funny thing is...they were at my house may 28th doing the work LOL I called last week and was scheduled so they really are making themselves look dumb. I didnt schedule at the time because i was going on a trip and wouldnt be back til may 22nd and called as soon as I was home.. boy they thought they could slap blame to me and this would go away.. I want to know why they screen calls and don't return voicemails. They don't reply to emails.  Employees dont show up for work on Saturdays. I will show proof  but they can just pull that up easily to see all my emails sent to them with no reply.  They know what they are doing. They have no customer service skills and that's fine I'll never use them again. My warranty company knows my feelings. I see they won't give an actual apology owning to their mistakes in providing me a good customer experience. I would like a refund on the work they did or some of my money back. They didn't even look to see if I had work done before submitting their response on this complaint.  That speaks volumes. Where is the due diligence?..
  
  Regards,

  ****** ****

  
  

• Initial Complaint

  04/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 23 I filed a warrant for my hot water heater and a leaking facet with my home warranty. Nussbaumer called me Monday 25th and set an appointment for Wednesday 27th. Employee called out sick that day so I was moved to next day. Thursday came and company no call no showed my appointment. Finally came to inspect the problems on April 5th and have not heard anything back company will not answer phone. Will be reporting back to home warranty company of the service.

  Business response

  05/30/2024

  Hello ****. We understand the frustrations during our time servicing you and I do apologize. After taking a look into this, I see we did end up coming out and taking care of this claim. Again I apologize for the miscommunications and frustrations during our time with you. We do hope to provide you with a better experience in the future if need be, thank you.

  -Nussbaumer Plumbing

  5/30/24

• Initial Complaint

  04/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Our downstairs toilet stopped working March 10, 2024. I filed a claim with HSA our home warranty, Nussbaumber came out on 3/14/24 and took pictures and gave us an invoice stating they would need to order parts to repair our toilet. It is now 4/17/24 there has been no communication with the business, no answer when we call, no response to email or text or voicemail. The toilet still is not fixed and since they entered the claim as complete the warranty company is giving us issues with getting a new business out to finish the job.

*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. ↩