Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/04/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Back in late Oct. 2024 or early Nov. 2024, my neighbors next door at ********************* had an agreement to sell their home, but there was a clogged sewer drain that needed repaired. The owners had this company do the work to correct the problem. They started digging down nearly 8'-9' deep to access the pipe and started digging up part of our yard without any notification at all. Not even a knock on our door. To get to the sewer pipe, they had to dig up a portion of our yard and cut our storm water pipe. After the work was done, they used ferncos to fix our pipe rather than using the proper hard pvc fittings and glueing them back to their original state. They then threw loose grass haphazardly on top of the area where our yard was dug up believing that this would be an adequate fix to our disturbed lawn. Subsequently, our area of repair has sunk well over 1' as the soil has settled over the winter months. I have called this company 4 times and sent 2 emails with NO response whatsoever. I realize that it is winter and lawn restoration can't happen until sometime in the Spring, but I want some acknowledgement from them that they are responsible for my lawn restoration. I'd like some written confirmation from them that they will take care of this when the weather for seeding is appropriate. I also want to be notified before they show up to rectify this issue that they have never acknowledged or addressed.

  Business Response

  Date: 03/04/2025

  We have explained to ******* that we will come out check out the problem in the spring due to the winter months. His neighbor/our customer is aware we are not responsible for landscaping but we will come out and look at the problem and address what needs fixed once weather breaks. 

  Customer Answer

  Date: 03/06/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I wanted something in writing to hold them accountable.  I understand that they told my neighbor, the customer, that they are not responsible for lawn restoration, but their company did dig up my yard without seeking my permission and left it in an unacceptable condition when the job was completed.  Over the winter months, the soil has settled even more, leaving a fairly large crater in my yard.  I look forward to them resolving this issue when the weather permits.
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:02/12/2025

  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.

  1/3/25 Scheduled appt, Billed $59. 1/8/25 Appt day, auto billed $85. Our cc was kept on file w/o permission. We reviewed 2 separate jobs & requested 2 separate quotes. Job #1 Add a Y split to existing pipe located in the laundry room wall, so washing machine drains directly into the pipe, not into sink. Job #2 Replace pipe in basement ceiling, which is currently patched with Flex seal and not leaking for 2+ years. The technician agreed to provide 2 separate quotes for the 2 separate jobs. 1/9/25 - 1 quote received for both jobs w/o detailed breakdown. 1/15, 1/22, 1/28, 2/6 & 2/12 - Called 5 times requesting the 1 quote to be split into 2 quotes & detailed breakdown added. Each time rep states quote can’t be split "because we don't do that" and "we don't provide a detailed breakdown". Per Home Improvement Consumer Protection Act section 517.7, detailed breakdown is required. Rep stated the quote includes labor for 2 techs, but cannot explain why 2 techs are needed for either job. The reps we spoke with all 5 times falsely state the 2 jobs are related but cannot explain their rationale for this claim. During my 2/12 call w/ office manager K we requested to speak with one of the 3 owners listed on the BBB website: S.S, Ky H, or R. H. Office Manager K incorrectly claimed she is an owner and abruptly hung up the call. Their website claims, “Zero Hidden Fees” and “100% Satisfaction Guarantee”. At the bottom of their estimate, “Not what you were looking for? Please let us know if you’d like to request some changes. We’d love to win your business.” None of these commitments were honored. We are requesting a full refund of both charges, totaling $144.

  Business Response

  Date: 02/13/2025

  Customer give us permission to keep card on file when they pay the $59 dispatch fee. A email is sent stating that the card is on file and they are able to remove it right there.  ********* agreed to the $144 and we have proof of that with a signature.  When speaking with ********* it was explained multiple times that the quote that she received is one price and it cannot be broken down.  She explained that the quote is too high for her but no one is forcing her to do the work.  We give UP FRONT PRICING so the customer knows the cost before we do any work. We are not hourly we are UP FRONT.   I explained to her that I would speak to the tech where she responded she didn't want me too. I told her I would refund her $85 for her and she said No. ($85 is for the time the technician spent at the customers house, getting pictures and diagnosing issues and writing up a accurate quote for the customer). The $59 is a dispatch fee that she agreed to before we even went out is non refundable. It was really hard to have a conversation and get to an agreement when she didn't want to hear anything.  Each person she talked to here in the office gave her the same answer and she kept trying to get someone else to be able to get a different answer. I am the last person she would talk too and I tried to reach an agreement with her and she refused to hear anything I would say. This is a family owned and operated business - It is my job to try to satisfy to the best of our ability. Customer was refunded $144.  
  
  Kelsey H***** 

  Customer Answer

  Date: 02/24/2025

  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 find that the $144 refund is satisfactory.
  
  Please include the following in the BBB record:  
  
  1) We were NOT asked whether we give permission to keep our card on file. The option to delete the card on file was given AFTER we were charged a 2nd time, in the emailed receipt of the 2nd charge ($85).   The emailed receipt of the 1st charge ($65) does NOT give any indication our card was stored or an option to delete. 
  
  2) The first 4 times we called, the agent said they'd check with the tech and get back to us.  They called us back only after the 4th contact, and provided no new information (ie: we won't give a breakdown of the estimate, we won't split 1 estimate into 2 estimates as originally requested, we won't explain why 2 techs are needed for such simple jobs.)  So when the office manager wanted to check with the tech a 5th time, we declined as "talking to the tech" was being used as an excuse to get us off the phone.  The office manager or owner should be able to explain their company's estimate by the 5th contact attempt.  
  
  3) The company's response to our BBB complaint ignores the fact that we asked for 2 quotes for 2 separate jobs.  A detailed breakdown was requested because (a) the cost was outrageous and needed an explanation how they arrived at that amount and (b) we only wanted to proceed with 1 of the 2 jobs.   
  
  Regards,
  ******* * ********* ****

• Initial Complaint

  Date:11/03/2023

  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.

  I contracted Greater Pittsburgh Plumbing to perform a sewer cam inspection on my home as part of inspections on September 28th 2023. Upon arrival the technician could not get the fresh air vent off to put the camera down the sewer line. He went ahead and broke the vent without telling me and then performed the inspection. He mentioned he may have a new vent to replace it but then left without saying anything else. When I contacted Greater Pittsburgh Plumbing to try to rectify the issue the then quoted me $150 to have the fresh air vent replaced and fixed. I would like reimbursed for their services as I now have to pay to fix what they broke.

  Business Response

  Date: 11/14/2023

  The customer was refunded for the camera test that we preformed.  We did preform a camera test for the customer though and the sewer was in good working condition.  

• Initial Complaint

  Date:01/07/2023

  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.

  We called Greater Pittsburgh Plumbing for two issues. Once in September 24th, 2022 and once again on November 12th, 2022. They diagnosed the issue in September as a leaky toilet. This diagnosis was correct. They reinstalled the toilet to stop the leak. On January 7th, we were alerted the toilet was leaking from the exact same spot again and had been for sometime which has caused damage to the vanity, the floor and the baseboard. We have video and photos to prove it. Greater Pittsburgh Plumbing refused to stand behind their work. On November 12th the diagnosed the leak as a poorly sealed faucet in the bath tub. That diagnosis was incorrect. The refused to refund the dispatch fee and we had to pay another contractor to come out, diagnose and fix the issue, all while the leak continue and damage to the ceiling below kept getting worse.

  Business Response

  Date: 04/20/2023

  ** ********** 
  Customer was refunded $99 and is satisfied with that. He told me he will be calling in to let you know that he received his refund.   
  
  Thanks,
  
  ****** 
  
   
  Greater Pittsburgh Plumbing

  Customer Answer

  Date: 04/25/2023

  [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

  Date:11/30/2022

  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.

  Purchased a home that prior to closing had a sewer line issue repaired by Greater Pittsburgh Plumbing, the paperwork I received at closing stated the repairs done were "guaranteed". The had performed a sewer line reline, or sleeving. In Sept I had a few instances of sewage backing up into my basement through the floor drain BEFORE the area of their repair indicating the issue was in the area of their repair. Contacted them and explained they had done a repair that is guaranteed and what was happening. In order to have anyone come out they made me pay a $65 "dispatch fee". When I questioned them about their guarantee I was told if the current issue was in the area of their repair the dispatch fee would be refunded. Their guy came out, who was actually very nice, professional, and courteous. I explained what was going on and he began his work. After inspecting he said there appeared to be a blockage in the P-Trap they had repaired, he cleared the blockage and stated that since it was in the area of their repair the dispatch fee would be refunded. After clearing the blockage he also ran a camera through the line out to the street, he stated, "to assure there were no other issues in the line they repaired". I never received a refund of the dispatch fee, contacted them several times and had Vicky who always seems to be their answering person, tell me their manager would not refund the fee because their serviceman ran the camera through the line. When I explained he stated it was to assure there was no other issues she again repeated what the manager said and that the fee would not be refunded. So in order to have "guaranteed" work done BY THEM, inspected BY THEM you first have to prepay them a 'dispatch fee" that they then find an excuse to refuse refunding

  Business Response

  Date: 01/04/2023

  Sewer repair was completed in 2020 for ****** ********  ***** *new owner) called us on 9/27/22 stating he was having a backup in the basement. Our work was completed outside so we told him that we collect a $59 dispatch fee and if it is something to do with the lining we installed then he would be refunded.  Technician was dispatch to house and found that the clog was interior and in the basement.  Our work was completed exterior so the technician explained that he would camera our lining to make sure it is not from our work. After camera we found lining is in perfect condition.  A write up and video was sent to customer stating/showing that.  We did not charge for snaking or camera as a courteously to customer this time but it should have been charged.    Customer was aware that we would not be refunding $59 since it was not to do with our work.  

  Customer Answer

  Date: 01/04/2023

  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 repair they completed was in December of 2020, just prior to my purchase of this home. I contacted them on the date they mentioned and they told me I had to pay their dispatch fee just to schedule someone to come out to my home, not after the work was completed, as intimated in their reply to my complaint. Secondly, their technician did NOT do the repairs “outside” as they stated. He arrived came into my basement and checked the line through the access point, IN MY BASEMENT, shown in the attached picture. He said it appeared there was a clog in the P-Trap of the line they relined (the repair done in December of 2020. He ran a snake through the same access point mentioned above and shown in the attached photo. After running the snake through he asked me to 1st flush the toilets, then run water from upstairs, as well as him attaching a hose to the laundry sink in the basement through the access point and running water from there. He then had me shit off the water, he disconnected the hose he had attached and said he was going to run the camera through the line to insure there were no other issues in the line they had repaired, and “guaranteed”, in December of 2020. At NO time did he mention there would, or should be a charge for that! As I stated in my initial complaint, and again here, he stated he was running the camera to insure no other issues in the line going out to the street, and he also stated since the issue causing the back up was in the P-Trap, and within the area they had done the 2020 repairs, that there would be no charge. But again I had to pay their dispatch fee simply to schedule someone to come out here, which their phone person Val said would be refunded if the problem was within the area repaired. Being as I had no choice but to pay the dispatch fee beforehand, the issue causing the backup was in fact in the area they repaired, their technician said running the camera was simply to insure no other issues so I wouldn’t be calling again in a couple days, and he himself said the issue was in fact in the area repaired, and the previously attached documentation stated their work is guaranteed, I feel their dispatch fee should be refunded! I also feel that not refunding it with inaccurate statements and excuses they should not be allowed to charge such fees beforehand for previously performed repairs. What good is a guarantee if they simply charge a dispatch fee and then refuse to refund it, then attempt to justify not refunding it with inaccurate statements and poor excuses?
  Regards,
  ***** ******