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:03/12/2025

  Type:Customer Service 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.

  Purchased a water heater with 12 year parts and labor warranty and annual inspections on 12/17/20 from Corley. Technician came out on 3/6/25 for an inspection to determine why water had a rust color. Technician determined that water heater was corroded and needed to be replaced. Corley honored the parts warranty but refused to honor the labor warranty. Corley charged $1,400 for a job that took 4-5 hours to complete. Tried to call supervisor and manager to complain and to request that they honor the labor warranty. Both the manager and supervisor were “in a meeting” and never returned my phone call.

  

  Business Response

  Date: 03/12/2025

  Please see the comments below from our Plumbing Mgr who has now spoken with the customer a second time:

   

  I just spoke with this customer. He isn't a member and hasn't been. Our invoice from 2020 was worded in a way that seemed like maintenance was included. With him not being a member no maintenances were scheduled. I moved to refund the ticket and I recommended a plumbing only membership for him to get on maintenance with the unit. 

   

  We fully refunded the customer's $1,400 as a gesture of goodwill even though the warranty in effect at that time is no longer valid.

   

  Mitzi O**

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

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

  Customer Answer

  Date: 03/13/2025

  [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. 
  
  Regards,
  
  ********* *******

• Initial Complaint

  Date:12/16/2024

  Type:Customer Service 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 paid for monthly membership and never received service! I contacted the office and requested a supervisor to contact me multiple times and she never called back! I asked to speak with the CEO and he never called back or refunded my money!

  

  Business Response

  Date: 12/30/2024

  We have refunded all of the membership fees *** ****** had paid to date, and given her a free year of membership. We also gave her a $500 credit toward future work, and I personally visited her at her home to ensure our technicians, (Plumbing, Electric, and HVAC), were all onsite on Friday, December 20th, taking care of her needs.

   

  Mitzi O**

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

  [email protected]

• Initial Complaint

  Date:10/21/2024

  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.

  Corley plumbing snake is stuck in the sewer drain which is exposed in my downstairs' bathroom the abandon the job 9/25/2024, no one has contacted us or tried to fix it. We have sewer smell in the house, not to mention the sewerage they waste on the basement step and allowed it go into our basement and with the hurricane that flooded our basement and weep the smell of sewerage. It's been 21 days since they have contacted or even off us a portable potty. After speaking with another plumbing company, they informed us it's going to cost us $50k/$60K to replace the sewer lines since it's under a concrete slab. 10/16/2024 we started expericing sewage back up due to the drain snake blocking and caught in the line. We are not able to move out, hotels are pricey and the one **** will pay for are booked soild, my son had an asthma attack sunday and went to the doctor thursday night,my husband and I coughing, runny nose, my daughter is experiences headaches its sad how they have abandon us like this at a time like this.

  

  Business Response

  Date: 10/21/2024

  The technician who was performing the work at *** *****'s home experienced a medical emergency the night after leaving *** *****'s home, and is still in the hospital. Corley took measures to ensure the technician's customers were not impacted, but somehow this one fell out of view. This is no excuse, and Corley takes full responsibility. Our Plumbing Manager and Supervisor became involved over the weekend as soon as we were made aware of *** *****'s complaint. The Supervisor is at *** *****'s home this morning discussing next steps with him. Corley will proceed as *** ***** would like, but we are refunding the $665.00 and adding an additional $335.00 as a gesture of our apology.

  Customer Answer

  Date: 10/21/2024

  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. 
  
  There were other workers, helping but I never received their name, as the day came to an end one of the workers ask was there another way  to a crawl space or another way into the basement, I inform the worker that it was on a concreate slab, time went on and I ask was everything he ok, he reluctantly stated I was going to be without a toilet for a while, I ask why and he stated that his manger would come in and talk to me later but the drain snake was stuck in the drain.
  So, I went outside and waited for the project manager to come and talk with me, to my surprise everyone had left and not said a word.  Since it was late, and we could use the bathroom upstairs I figured they would return 9/26/2024 and try to remove the drain snake and if not talk with us on how to fix it.
  9/26/2024 I received a text Thanking me for allowing Corley to serve me. 

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

  

  Business Response

  Date: 10/30/2024

  Dear BBB representative, 

  While Corley did have a gap in communication when the supporting technician was hospitalized. However, we responded to his customers as quickly as possible in light of the situation. Please see our Plumbing Manager's response below:

  We returned to this home last week and Steve provided solutions to the home owner. After a lot of work we fished the cable out that went through the rotten cast iron and set the toilet back. Another company came out and quoted them 50-60k for the repair we came in at 25k. We are awaiting the customer's next move.

  We sincerely want to help ********, and welcome his response.

   

  Mitzi O**

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

  Customer Answer

  Date: 10/31/2024

  We did hear from Corley on 10/21/2024, but we were not at home and not available at that time. I noticed in Corley's first response to BBB that they stated the supervisor was at the house that morning on 10/21/2024 that was not true. Steve R**** arrived at our home on10/22/2024 around 10:30am.

  I notice Corley also stated to BBB that they would refund $665.00 and add $335.00 as a gesture of apology. However, we have yet to receive a refund.

  The supporting technician who was hospitalized was not the only one on our property that Wednesday 9/25/2024, 5 other Corley Technicians were there on 9/25/2024 so on Thursday 9/26/2024 no one recalled there was a snake drain stuck in the toilet no one recalled the job was not completed, just as they drove that Wednesday and didn't communicate with us. 

  It is true that Steve R**** did show up,10/22/2024 but the toilet was not set back unless he meant he set it closer against the wall. 

  Another company was available to provide us with a quote, but when Corley removed the toilet still filled with backed up sewage, it leaked out onto the floor, despite wrapping it in plastic. The entire bathroom is contaminated, so yes, it's going to cost around $50,000/$60,000.  A new sewer line costs $21,500, and replacing the walls, tub/shower, toilet and vanity will cost $32,000.

  Thank You BBB for your service but Corley is being deceptive and we wish not to do business with them.

  Thank you

  ****** *****

• Initial Complaint

  Date:07/02/2024

  Type:Customer Service 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.

  We put in a call for service on Saturday for our HVAC and was told it would be Tuesday. We accepted that and confirmed the appointment. Tuesday morning we were called and told Corley would not be keeping the appointment today as they had “emergencies” come up. We have been without air for FOUR days. What they really mean is that if other customers pay an extra fee, they will drop you from the schedule and not keep their commitment to you. They don't care for you or for how many years you have been a loyal customer, they are only chasing the money. It's been over 90 degrees in my house for four days now, I’d say as a loyal customer I deserve their loyalty too.

  

  Business Response

  Date: 07/02/2024

  The ******** chose to cancel their Service Partner plan with Corley in 2018, knowing that by canceling they could not be guaranteed priority service in the event of an emergency. During the hot times of the year, we have many customers with same/similar emergencies, and we honor our commitment to our service partners by working to get them serviced as soon as possible. We made attempts to keep the ******** on the schedule, but they said they would use another service provider. We called them back today after receiving the complaint, and were able to get them on the schedule for this afternoon. Our technician is on the way as I type this response.

   

  Mitzi O**

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

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

• Initial Complaint

  Date:04/26/2024

  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.

  Yes I'm in February I was experiencing problems with my Plumbing my whole house was backed up I could not wash clothes take a shower use the restroom do anything for almost 3 weeks so I called corley's plumbing and Air and they came out and gave me an estimate and said that they could do it for $1,000 which was to only pull the toilet up and running cable through it and unplug it so they came out and did it I paid them $1,200 and a week later it was right back the same way the whole house was stopped up so I called them back out they came and gave me another estimate of $2,000 after I already paid $1,000 and obviously they didn't fix the problem because it wouldn't have done that that quick I mean the whole house is stopped back up and it's been like that for a while now I can't shower I can't bathe I can't wash clothes use the toilet and nothing and I have a child so I feel like first they cheated me out of my money because they didn't solve the problem I paid them they were supposed to come out and assess and find out exactly what was wrong and fix it they said that's what was wrong and I paid them that's not what was wrong so obviously they didn't fix it and I pay and then they tried to charge me $2,000 more to come back out and do it again

  

  Business Response

  Date: 04/29/2024

  *** ******* 

  I reviewed your account with Corley, and let me first thank you for trusting us with your home. I see that we came out to your home on 3 occasions, ( 2.26.24, 2.27.24, and 3.22.24). I see that we have only invoiced you $1,116.42, on the second visit on 2.27.24.  Corley stands behind the work we perform, which is why we came back out for free on 3.22.24. We are happy to come back out at no charge to further check what may be happening at your home that was not corrected as part of the work you chose to have done on 2.27.24. 

   

  Regards,

  Mitzi O**

  President and General Manager

  Customer Answer

  Date: 04/29/2024

  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 I paid 1200 dollars the first time and it messed right back up I shouldn't have to pay 2700 for them to fix it it should have been done right the first time 
  
  Regards,
  
  ******* ******

  

  Business Response

  Date: 05/01/2024

  *** *******

  Corley is offering to come back to your house and run a camera free of charge in an attempt to determine the root cause of the issue. Reduced pricing to repair issues that may not be related to the original issue can be discussed while at your home. We want to help resolve the problems you have in your home but cannot guarantee that we can repair any issues for free without first knowing what additional challenges may exist.  Please let us know how you would like to proceed.

  Regards,

  Mitzi O**

  Customer Answer

  Date: 05/01/2024

  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. 
  
  [To assist us in bringing this matter to a close, Please let us know below why you are rejecting the offer made by the business.]
  
  Regards,
  ******* ******
  

• Initial Complaint

  Date:09/08/2023

  Type:Customer Service 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 purchased a service plan/warranty with Corley, which includes an annual maintenance on the HVAC unit I purchased. The appointment I scheduled was cancelled on the day of the appointment twice. The third time, the customer service rep scheduled the appointment for this past Monday, Labor Day, 9/4/23. I got an email and text reminder about the appointment the day before. However, no one showed up for the appointment. Upset that evening because I waited all day, I sent an email which no one responded to. Yesterday I got two texts which I assume were auto texts telling me to call or text to schedule a maintenance appointment. I texted back but got no response. I just want them to actually schedule an appointment they will honor. I understand if it’s a busy time of year and they need to push the appointment out further, but I explained this to the last two customer service reps I spoke with, and they still scheduled appointments Corley didn’t keep. I am paying more money for this plan than it would cost to simply schedule a yearly maintenance appointment without a plan. At this point I would not recommend the service plan or Corley to anyone. The guy that sold us the unit was great, and they installed it immediately. I guess they are only motivated to come out if it’s a possible new big money job. If they already have you paying for the service plan, and they know they’re not coming out for something you might pay more money for, they could care less about you.

  

  Business Response

  Date: 09/08/2023

  Dear Ms. ********,

  First please let me apologize to you on behalf of the entire Corley team. This is not the type of experience we strive for our customers to have. There is simply no excuse for what happened other than process failure. We work hard to make certain we have standard processes in place because our team members are like everyone, they are human, and will make mistakes. In this situation, it appears that the process wasn't followed and 1 customer supporting department thought the other was coordinating customer service visits around the Labor Day holiday. 

  Our dispatch team did try to contact you, but the call went straight to voicemail. Our Customer Success Manager, who leads our customer service and dispatch teams is trying to reach you today as well. B***om line is that our relationships with our customers are the most important part of what we do. Our core values speak to that: 

           * We will be honest with our customers and with each other

           *We will deliver excellence in everything we do

           *We will do the right thing- period

  We would sincerely appreciate the opportunity to make things right, and ensure you are not only 100% satisfied with Corley, but delighted in the support we provide to you and your home. Please reach out at your convenience.

   

  Regards,

  Mitzi ***

  President and General Manager,  Corley Plumbing Air Electric

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

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

   

• Initial Complaint

  Date:07/31/2023

  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.

  Last summer in 2022, Corley Plumbing came to repair the ac unit located in our attic. They said the reason was that the freon was leaking and they proposed running another line to the unit. When they finished running the line to the unit, they failed to reinstall the cover to the unit and also left a pipe cutter on the line. Their technician said this caused the tray to overfill and water leak out into the attic and down the wall to our great room. This was confirmed by their plumber who came out and repaired the unit. They also took pictures of the damage and said they would take care of the cost of having our home repaired. I have contacted the manager and left messages but he has never called me back. His name is Alex R********. They came and repaired the ac unit at no cost but they should be responsible for repairing our home because they failed to repair the unit properly.

  

  Business Response

  Date: 08/03/2023

  I will be speaking to the HVAC manager today, and we will work to fully resolve the customer's issue. If Corley is responsible for damages to the customer's home, we will make it right.

   

  Mitzi O**