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:11/11/2024

  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.

  On November 1, 2024 Metro Plumbing sent someone to my home to tighten my kitchen faucet and fix a toilet handle that occasionally did not come back up. I was given a bill of $380+ and asked to sign three full pages of small print which I did. After he left I received an invoice with multiple things marked on it that were not done, also it stated a safety check that I didn’t ask for. I called to complain and was told that they would return the $89 for the service call that should not have been added. I think they overcharge and misrepresent. I will never use them again.

  Business Response

  Date: 11/19/2024

  Thank you for bringing this matter to our attention. At Metro Plumbing, Heating & Air, we are committed to providing clear communication and exceptional service to all our customers. Upon reviewing the details of your service, our records show that our technician provided you with multiple options for addressing your concerns and explained the associated costs for each. You selected and signed for a specific option at a total cost of $380 (see attached invoice), which was completed to your satisfaction at the time of service. We understand that there may have been some confusion regarding the process, and we sincerely regret any distress this caused. In recognition of your feelings and to demonstrate our goodwill, we refunded the $89 dispatch charge as a gesture of empathy and commitment to ensuring a positive customer experience (see second attachment for refund receipt). Our goal is always to maintain transparency and ensure our customers are fully informed throughout the service process.
  

• Initial Complaint

  Date:01/22/2024

  Type:Product 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 really hate to do this, but I feel as I should post this as a forewarning to other potential customers. I hired metro plumbing to install two brand new units to the cost of a little over 20,000 dollars. I've had the new units maybe 6 months or so and have already had to have metro return to my address on at least 3 separate occasions to fix one thing or another. It's disappointing that I have been told the guys who originally worked on this job have all been let go from metro due to poor work performance among other issues. It seems that a company that charges that much would vet potential employees a bit more before sending them to a person's house. The only good thing is an employee named **** who continuously has to come back to my house to fix one thing or the other. After investigating metro it appears this is a common occurrence. Price gouging and lousy work.

  Business Response

  Date: 02/08/2024

  We are so sorry that this had to get a complaint before it was taken care of. We had a previous manager who allowed some project to go below standards and we've since made good on this project. We spoke with the customer directly, went out fixed everything and gave them additional warranties and service free of charge over the life of their unit. We will continue to guarantee the product and the craftsmanship of the work. 

• Initial Complaint

  Date:12/04/2023

  Type:Product 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.

  On October 11th Metro sent out a technician to repair part of my water heater. The technician made the repair, and billed me for 782.44, however he did not give a breakdown of the cost. When I requested an invoice from the company I discovered that I had been charged for the repair costs and that the technician had included a subscription called ******** and charged me $159.00. This subscription was never discussed and I did not agree to this added cost or subscription. When I called and requested a refund I was told by the customer service representative that a refund for the subscription would be issued. Two weeks went by and no refund was issued. I called again and was told it would appear in a week. Still no refund appeared. I’m appalled that the company would tack on a charge for someone I did not agree to, and then when I requested a refund my request was ignored repeatedly. This company lacks integrity.

  Business Response

  Date: 12/07/2023

  We have been in constant communication with Mr. ********* regarding this issue from the very beginning. A refund was issued upon his initial complaint. More so, Mr. ********* signed the invoice upon having the work completed, acknowledging that he had fully read the invoice and understood what he was being charged for, including the discount that was provided with the Home Care Club membership.

  We have provided the refund for the membership, and have decided to not charge the difference of the discount that was given to Mr. ********* upon purchasing the membership that he signed for.

• Initial Complaint

  Date:06/26/2023

  Type:Product 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.

  In May 2023 I spoke with Tommy, a representative of Metro Sewage concerning a backed up septic tank. He then showed up to my house and assessed the work that needed to be done for a resolution. He qouted me a price of $4,200. to complete work and restore septic tank. I signed to finance the loan in that amount and the following day the work was to be started. The work started and was completed and the following day they were supposed to come back to make sure everything was working properly. That didn't happen. On the 3rd day the inside plumbing was indicating that the problem was not solved. I called Metro plumbing back to let them know the problem still ensued. Chris, with Metro Plumbing came by , not to discuss the problem not being resolved but to ask me to re-sign the contract because the previous one had expired. When I brought up the problem not being resolved, he went back to check it and said the septic tank had to be emptied again to the tune of $299 bringing the total owed to $4,499. With in a week the problem was still not resolved so I called again. Chris then proceeded to tell me that I needed a pump on the septic tank and that it needed to be dug deeper to the tune of $39,000. Then he offered another suggestion to the tune of $19,000. The septic tank has been filled 3 times in 3 weeks forcing it to be emptied. The work they initi**** did, didn't resolve the problem that they stated it would. They are holding me responsible to pay $4,499 for a service that didn't work and now want me to either pay $19,000 or $39,000 more suggesting that will be the solution. If $4,200 didn't fix it, how am I to believe that $19,000 will? My trust in this company has disintegrated, and i feel scammed.

  Business Response

  Date: 07/11/2023

  We have been in contact with Ms. ***** and offered a substantial refund. However, this was not satisfactory in her opinion.

  Ultimately, her septic system issue is much larger than anyone anticipated. We've had plenty of clarity and integrity in our communication, and made it abundantly clear what the options were for this customer to have their issue resolved.

  Customer Answer

  Date: 07/12/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  1,800.00 dollars was the total amount they wanted to give me from 4,499.00 dollar charge. Not including the financing fee. I want the whole entire bill to be the resolution. The problem was not solved at all. Your professional service stated to me that the price and the work quoted was the fix. To me this is like a scam, because now you think you found a sucker and can get more money.

  Now I'm going to have to pay another sewer service bill to do what should have been done or at least informed about. Sewer has started to backup and have to leave home to shower.  Very Horrible experience!

  Sincerely,
  ****** *****

  Business Response

  Date: 07/14/2023

  We have done everything in our power to satisfy Ms. ***** and her demands. Unfortunately, nothing has been sufficient in the customer's opinion.

  In 2018, when we first came in contact with Ms. *****, she was unsatisfied with an estimate we gave to replace her field lines system. Therefore, she went with another service company. Recently, when her septic system began to fail again (what we now know is a failure on the previous company's part regarding the inlet side of her septic tank), Ms. ***** reached out to us for possible resolutions and repairs. We assessed the system, gave our recommendations, and completed the work. Unfortunately, we did not know to the extent of how bad her septic system was due to the poor installation of her system (done by others), and more issues arose after the work we completed.

  Then, we gave her estimates on more work to be done. This work would sufficiently resolve and fully circumvent all of the issues and failures in her septic system we have discovered thus far. Unfortunately, Ms. ***** was unhappy with the answers and truth we provided.

  Because of her unhappiness, and our promise and guarantee to do whatever we can to satisfy customer's expectations, we offered: a full refund on the previous work toward this new replacement. Unsatisfied with that, we offered Ms. ***** a $2500 cash refund. We also pumped the customer's septic system (4) times at no charge, which averages out to around $400 per service call.

  At this point, it seems the customer is unfortunately so upset with her previous provider, that she is taking her frustration out on us. I'd like to offer that if we were the installers of her original system in 2018 like we had proposed, she would still be under warranty for all repairs and work for 10 years. In order to resolve this issue once and for all, we are still offering Ms. ***** a $2,500 refund by check, but will not submit or give way to any sort of extortion on the customer's fault due to the frustration caused by her system's poor design and installation.

   

  Customer Answer

  Date: 07/17/2023

  
  Complaint: ********
  I am rejecting this response because:

  Metro plumbing did not empty my septic tank (4) four times.

  The truth is (1)one time pumped with original agreement. (4/2023)

  (2nd)second pumped $299.00, which was added to my bill.  (4/2023)The company knew there was a problem when they came out with a new lease saying the contract had expired. I had already received the first contract from **** lending for $4,200.00.  The next bill from **** Lending, after the second pump,

  was $4,499.00

  The (3rd) pump, after a desperate call, was a courtesy partial pump.(4/28/2023)

  That's when I saw for my self water rapidly flowing back into the tank as 

  fast as it was being taken out. 

  I feel that Metro plumbing should have informed me of the problem in the beginning and not leave me with a $4,499.00 bill. I now see the offer has increased from the first offer of $1,800. I'm not looking for a monetary payment from Metro Plumbing; I am expecting from Metro plumbing to clear me  completely from all/any financial obligation concerning this matter with **** Lending. I'm exhausted from dealing with this and would like for it be resolved completely. I have to move on and have the work done right because I'm having a horrible issue with the septic tank! Metro Plumbing has not been completely honest with me from the beginning.

  Sincerely,
  ****** *****

• Initial Complaint

  Date:01/13/2023

  Type:Product 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 had Metro come out and fix a septic issue. In the process they cut our water line(which they replaced) and cut our neighbors cable (which they fixed), but they also cut the roots to our tree in the front . When I addressed the issue and asked if that was going to kill our tree I was told only time will tell. We’ll time has told us our tree is dead. I have had they come out to look at it and see if they would cover the cost of having it cut down their response was the people on your job have been let go and that it’s not our responsibility. I was never told that they were going to have to cut the roots in order to do the job and I couldn’t be there to watch them 24/7 considering it took a while for the job to be finished. They have already received their $17000 it took to do the job but I feel they should have to rectify the other problem they created.

  Business Response

  Date: 01/25/2023

  Metro was contracted to install a set of field lines for the home owner ******* *****. It was discussed in the original proposal between our field advisor Tommy and Mr. ***** that because of the requirements of Hamilton county's recommendations we would have to come close to a tree in the yard. It was Mr. ***** decision to instead of going ahead a cutting the tree down before we started the work he would wait to see what happens. Three years later the tree has now created an issue and Metro will not be held responsible. 

  In addition to the verbal conversation, Metro's excavation agreement includes clauses for natural disasters related to the work, and it is clearly stated that we cannot control the health of grass or trees. 

  We know it is frustrating to deal with these types of issues and do not wish to make a customer unhappy. We are not able to grant this request and will not set a precedent by going against our agreements. 

  It is also worth pointing out that we are unsure of who wrote this complaint and it is not the owner of the property with whom we contracted with.