ComplaintsforNussbaumer Plumbing
Current Alerts For This Business
On November 15, 2021 BBB corresponded with Nussbaumer plumbing regarding a pattern of complaints. BBB files indicate this business has a pattern of complaints concerning consumers alleging issues with Billing and Collections, Service, and Customer Service. Customers claim they were charged an excessive amount for services. Consumers state that they had repairs done by the company, but that they continued to have issues with their plumbing. Customers also stated they were given one diagnosis by the business, but that their home warranty company was told something different by them. Customers state that they tried to contact the business regarding their concerns, but that their calls were not returned.
On December 3, 2021 the business responded:
Nussbaumer Plumbing has taken necessary steps to ensure the quality of our work to improve. We have lowered our current volume with the home warranty companies. This will allow for more time at the customer’s home, therefore, permitting better workmanship. ASH/HSA has implemented better procedures and protocols starting 11/22/2021 in hopes to lessen the wait time for authorization for work to be completed. They have created a special 800 number specifically for their contractors’ technicians to call from a customer’s home that has limited home time. This will eliminate any confusion between the policy holder, contractor, and home warranty. With these few minor changes, we hope to reduce the amount of negative BBB reviews and complaints.
The BBB will continue to monitor any incoming complaints.
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
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
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
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
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
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
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
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.Initial Complaint
02/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unresolved
Home warranty company contacted them to come out. They provided false information to the warranty company so they denied the claim. Now they will not return any phone calls.Business response
04/10/2024
We apologize for that happening but we put in that you had already
replaced your sump pump on your own, so we could not, which is what we found when we had
arrived and what you told us over the phone. We do understand your frustrations at the time and
again we apologize. We hope we can provide you with a better experience in the future if need
be, thank you.Initial Complaint
01/11/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Unresolved
My complaint is complicated by the hiring of this plumbing contractor through my home warranty company. Nussbaumer Plumbing was hired to repair my hot water heater. I paid a $100 fee to address this through my American Home Shield warranty service in addition to the fees to hold a home warranty. Nussbaumer Plumbing arrived at my home on 12/26/23 and determined that my 2006, natural gas, water heater (which both would not light AND was not producing >5 gal of hot water when the gas had been lit) needed a new gas control or thermocouple (I am unsure which as they would not tell me). They claim to have ordered the part on 12/26/23, saying it would arrive in 7-10 days. They would reach out when it arrived. It has now been >14 days since the part has been ordered, and I have no confirmation that the part is still shipping, has arrived, is on back-order, or was even ordered. I have called them upwards of 30 times over 96h and have received a voicemail each time or was put on hold for >40 min. I have left unreturned messages; I have reached out through my home warranty company. The warranty company has been able to speak to Nussbaumer Plumbing, yet have no answer as to where the part is. During these communications, Nussbaumer Plumbing promised to contact me and update me and have not. My primary complaint is that Nussbaumer Plumbing knows that I require communication and have failed to reach out or answer their phones. I cannot move forward with a different vendor until Nussbaumer Plumbing responds with more information about the part. Without more information, I cannot even make an informed decision about my other options. The financial risk of me to purchase and install a new water heater without going through my home warranty company is high.Business response
04/10/2024
Hello ******, we apologize for the bad communication on our end. We
do have new management and employees at this time, to avoid things like this. We do
understand your frustrations and again, we apologize. We hope to provide you better service in
the future if need be, thank you.Initial Complaint
11/25/2023
- Complaint Type:
- Product Issues
- Status:
- Unresolved
This is complaint for a new replacement water heater which does not work because there is likely a leak in the supposedly new tank that extinguishes the pilot. This company works hand in hand with American Home Shield against whom I will lodge separate complaints and write to the Attorney General. Working together, at first they informed us that the old heater was in perfect working order. It broke down in six weeks. They came out again, each visit costing us an additional hundred dollars each time in addition to the monthly fee of $78 we have been paying American Home Shield for over five years now. Then they said American home Shield sent them a defective heater. Then they replaced it after delay with this one which is also defective. Together these two companies have put me in a vicious cycle of payment for defective services for an essential service that they are both profiting from. This company charged me around $700 for installing the heater because American Home Shield does not cover that Meanwhile I have no heater or hot water over the Thanksgiving weekend. Both companies are unavailable at this time. I noted that there is a pattern you have recognized. It is a shame to allow this to occur. Thank you for your help.Business response
04/10/2024
***********- Hi ******, we apologize for the late response, we also would
like to apologize for the miscommunications between AHS, you and ourselves. We’re under new
management at this time, with new technicians. We do hope to provide you with a better
experience in the future if need be, thank you.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
27 total complaints in the last 3 years.
26 complaints closed in the last 12 months.