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:09/05/2022

  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.

  The first plumber came and while he did fix the first two items, his solution to bring hot water to my tankless was to simply turn up the heat from 120 to 130, charged $334 for this visit. I take a shower and again 5 min in, cold water. Called **** and let them know, they then sent a guy who flushed my system and said this was the fix, as soon as he left I take yet another COLD shower! Called **** back and let them know so they sent these two guys out, one clearly was trying to learn on the job as he did nothing and did not know the answer to my questions and referred to the guy who was actually doing the work of switching out the ignition pins that I had ordered (the second plumber asked me to order parts because **** does not carry them, so 3 weeks later these parts finally arrive). **** then send me a bill for $580 ! upon inspection of their ridiculous bill they tried to change me for the two plumbers even thought the one did not even touch anything during the job, sure learn on the job but to charge the customer is wrong. I called them and they took the absurd overcharge off and I then paid the bill of $259 because they did flush my system and added the pins. I still have a cold shower!!!! So they send out the guy that asked me to order the parts in the first place to see if the last one did things correctly, he says they have, he runs all the water in my place for 1/2 hour and says everything is hot. I take a shower, guess what yep cold again!!!!! Then they send me the bill again for $580!!!!! I spoke to the mgr who's last name is **** and told I have no intention paying an additional $580 when all the guy did was take the cover off my tankless and informed the flame goes on so it works and then proceed to try and rip me off a third time. He said it was hot when his plumber left so I owe him, to which I informed him that no it does not, I have COLD water. He then says well I can send another guy out to see the problem but its going to cost you more.

  

  Business Response

  Date: 09/12/2022

  Business Response /* (1000, 5, 2022/09/06) */ Ms. *******, the information you have provided is incorrect. I have attempted multiple times by phone and email to help you understand this situation and what you owe. Invoice 261012 is the bill for $580 you are referring to. This detailed and dated invoice is for our first two trips to your home, where work was performed on both trips. The only bill you have paid is for our third trip to your property, 262883, to investigate your claims that your water only stays hot in your master shower for 5 minutes. As you know, while our technicians were onsite, this was not the case. We have time stamped photos with our technicians thermometer showing that you had hot water to every fixture in your home for over 30 minutes. If this had not been the case after the work was performed, of course you would not have been charged for this trip. Once again, the only trip you have paid for is for our trip to the site to investigate your claims that the work we had done previously was faulty. We were able to disprove your claims and the $580 bill still stands for the work that was performed on two separate trips prior to the third trip you have paid for. Furthermore, we did not receive any complaints from you in regards to the temperature of your shower and the work we performed until you received your bill for the first two trips. I have worked to resolve this issue with you on multiple occasions. I have explained that you are not correct about the charges or what trips to your home you have paid for. I have offered to send another tech to your home for you to attempt to display that your shower is only hot for 5 minutes. You state this happens everytime you take a shower, it should be easy to display the lack of hot water to our technician while they are on site. You have refused to have another technician come to your home and you have refused to send me photos or videos with a thermometer proving your lack of hot water that we have yet to experience while on site since the work was performed. There is nothing left for us to do for you. Your bill for the work performed still stands. **********

• Initial Complaint

  Date:06/27/2022

  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.

  I hired **** Plumbing to unclog a sink and a toilet for a tenant. After repairs were done, the tenant used the toilet once with no paper and didn't notice anything (wasn't really looking). The tenant used the toilet again using toilet paper and the toilet was still clogged. I called them and let them know and they said they do not guarantee their work and I would have to pay a minimum of an additional $169 to have them come back out. Outrageous!

  

  Business Response

  Date: 07/05/2022

  Business Response /* (1000, 5, 2022/06/28) */ We were called out for the kitchen sink, dishwasher and toilet backing up. The kitchen p trap was full of grease. We were able to solve this problem and auger the toilet for our 1 hour minimum charge. We have before and after pictures of the the drain and toilet flushing properly before we left site. We also have a signed ticket that the work was completed. We have been in contact with Ms. ********* and explained our policy. She was sent this email: "Hey *****, you have been a customer for years. I am sorry you feel that way! Unfortunately this is our policy when it comes to all clogs. If our tech had done something wrong, we certainly would not charge you. When it comes to clogs and all of our work our techs take photos or videos to verify we have fixed the issue. Due to the nature of drains or clogs, we cannot warranty this work. We are not responsible for what gets flushed down the toilet/drains or the condition/age of the pipes. This particular issue sounds like something solid may be lodged in the drain. I am sorry you are unhappy and I hope the issue is now resolved." It was our understanding she had another company resolve the issue, but she is requesting the job be completed now. If she would like us to auger the toilet again, I will send someone to do that without charge, but it the toilet needs to be pulled or further work done, there will be a charge. We cannot cover pulling the toilet and whatever else may be needed when we have already cleared the kitchen drain and the toilet for a 1 hour minimum.