Complaints

This profile includes complaints for S.W.A.T. Plumbing's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  S.W.A.T. Plumbing

  2111 E Fm 1187 Aledo, TX 76008-4616

  
• 

  S.W.A.T. Plumbing

  6623 Corporation Pkwy Ste 140 Fort Worth, TX 76126-1775

  

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:01/24/2025

  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.

  We had **** come out due to a hot water heater going out on November 11. The plumber told us if the home warranty wasn't going to cover the replacement, they would charge us $1,000 to replace it if we purchased the new hot water heater. Then we are told, great news, the home warranty is going to cover it. I get call while I am driving with loud kids in the car to pay the out of pocket amount. I heard $140 out of pocket for code updates. After the hot water heater is installed and I am signing that the job was done, I see an amount for $1400! Our home warranty bought the hot water heater, it was sent to us, then also paid for the installation and up to $250 for code updates. I called and said I never would have agreed to pay $1,400 had I realized that was the price when I was quoted less to pay for everything myself. I was then told that the $1400 was for code updates so I asked for an itemized bill since that seemed outrageous, in which they said they couldn't provide one. The code updates were a plastic pan installed under the hot water heater with a water sensor. I have called and emailed requesting an itemized bill since the total charge to and paid by the home warranty for the installation was only $700. I have asked multiple times how my out of pocket is $400 more than if I paid for everything myself without the home warranty. I want to know how they came up with $1400 out of pocket for code updates and they refuse to respond or show me how it came to $1400! They have admitted my only responsibility is for code updates, but yet can't tell me how they came up with the amount they charged me.

  

  Business Response

  Date: 02/20/2025

  I would like to start off first with the $1000.00 quote I see no where that was ever an option no estimate was built or anything. Second we called to go over the out of pocket cost that the customer would be liable for. At that time we collect half down to schedule the job and on that date we collected $700.00 and we then scheduled the job. So I am not sure how she would have not known from us running her card for $712.25that something may be off. I also want to touch on we call the home warranty and let them know what it will take to install a new heater with the proper code, and modifications. They then let us know what they are covering and not covering that is how we get the number that the customer is responsible for. Then the warranty company notifies the customer by phone call and email of what their policy covers and does not. So through all these different ways to be informed of the amount that owed I cant understand how she would have thought it was $140.00. I feel we have done the job and informed the customer before doing the job. I do not see where we as a company have done anything wrong. She admits that we may have said $1424.50 but she was driving and not sure. I dont know how that is our fault. There is no way if we know if your driving and fully understand what we are telling you. I have added the phone call that is very clear and she agreeing to the prices.

   

  Kind Regards,

  
  

• Initial Complaint

  Date:11/18/2024

  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.

  Company installed a water conditioning system in my home, but neglected to hook the system up to a drain line - in fact, never mentioned it needed a drain. When the system regenerated a week later, the deluge of water shooting out of the system damaged two doors (warping them) and soaking a portion of the living room carpet. This happened at midnight, and luckily I heard it and ran to shut off the master water valve. If I had been asleep, it could have done a lot more damage.

  

  Business Response

  Date: 11/18/2024

  Mr. **** i am really confused with the situation here. We caught the wrong unit was shipped and the unit that was first installed did have a drain. We then caught that before anything happened and unplugged and put the system in bypass. We then had got the correct unit and you scheduled for Wednesday of the following Wednesday. We both know that a tragedy happened between us getting back out there to be able to install the new unit. So you rescheduled for the following Wednesday. The Sunday prior to the second Wednesday that we were going to come out. We received a call saying it was leaking again. Not sure how if it was in bypass and unplugged, but we facetime you and then sent a tech out that confirmed it was in bypass and he did not see a leak this was all on Sunday. So then we come out on the Wednesday to install we bring restoration out with us to see if there was any damage we needed to take care of. They spoke to you and you said it was all good there was no damage from us. The only water was a small puddle in the room where the equipment is. So when we where leaving this last time i was under the impression everything was good and you actually asked us for a second bid on some other issues. Please feel me in if there is more to this then what i explained here thanks.

  Customer Answer

  Date: 11/20/2024

  Complaint: 22568004
  
  I am rejecting this response because:

  Everything in this explanation is wrong.  SWAT completely installed and activated the first unit the one that required a drain. The technician did not seem to know that the unit needed a drain, never asked if he could hook one up, and in fact left all the drain valves on the top to the unit wide open, hooked to nothing, and set to regenerate at midnight a week later.  When it did regenerate, it flooded the closet it was installed in, damaging the living room carpet,soaking the drywall and warping three nearby doors so severely that they couldnt be closed. I was able to turn off the master water valve in time to avoid any further damage, but it was only because I was still awake and heard the firehose-like sound when the water started jetting out.  If I had been asleep, the damage would have been much worse.  You didnt catch that the wrong unit was shipped or caught it before anything happened.  You installed the unit improperly because your technician DID NOT KNOW that the system needed to be hooked to a drain, it ran for a week and then went berserk. 

  
  After the flood, I put the system in bypass and awaited your solution.  Your initial solution was to just close the drain valves and let the thing run undrained for a year, only backwashing it every November.  Not only is that not recommended for this system (the max regen time is 21 days), but it was a lazy solution made solely to avoid having SWAT eat the cost of the first incorrect unit.

  
  After this was raised to **************** they agreed to replace the system with one that did not require a drain that is, the one that should have been installed in the first place since SWAT knew that the utility closet where it was going to be installed did not have a drain.  Prior to the installation, thought, another leak appeared.  This was in the SWAT-installed sediment filter attached to the wall next to the water filtration system. (Even if the Halo is in bypass, water still goes through this filter.)  It started slow but ended up running about a gallon an hour before the SWAT technician arrived on a Sunday night to fix it.  He stated that the filter had been installed incorrectly, had no way to fix it as installed, and ended up cutting and gluing about 10 feet of PVC to completely bypass the filter (not the Halo itself) to stop the leak.  He said that all the new piping would have to be redone when the new Halo was installed.  The technician DID NOT say he didnt see a leak he was appalled at the size of the ongoing leak and mystified as to how the filter had been installed so badly that it started leaking a gallon an hour less than two weeks after installation. Its worth noting that we were not charged for this service which indicates that **** knew the issue was with them, not us.

  
  I showed both ****** and *** the damage to the house from BOTH leaks.  I never once stated that everything was all good.  Thats nonsense. 

  
  We have had good experiences with SWAT in the past.  They recently replaced one of our toilets,and I asked them for a quote to replace the other.  It never occurred to me that SWAT would be so obtuse in their response to my concerns (they never responded to my emails until the BBB got involved) and would not make this situation right. Were asking for a refund on the Halo system commensurate with the value of the damage done to the house.  Two of your technicians have seen the damage.  Do the right thing.

  
  
  Regards,
  
  ***** ****

  

  Business Response

  Date: 12/12/2024

  S.W.A.T PLUMBING LLC  does not feel we have caused any damage to your home. The last 2 techs that came out said it was a very small puddle of water on the concrete in that room and there was no way it could have made it out and warped the doors. We have tried to be as responsive as we can. We never told you to wait a year for flushing the system and to run it unplugged. The unit does not work if it is not plugged in. As soon as it was caught that the wrong model was installed we ordered the other unit which was in stock locally, and told to wait until Wednesday to come out and install it. We have scheduled every install for Wednesday and that is was a request by you. I know that we also caught it from leaking and was able to put the unit in bypass mode to prevent it from leaking. Then after all that you push us out 4-5 days to come install the new unit never a word about it doing any damage. Now that Wednesday rolls around and you rescheduled for the next Wednesday so now 2 weeks out per your request. Then before we can get there you call and say it is leaking and we send a tech out to your home and he said you must have plugged it back in or taken it out of bypass and could not see it leaking  but he did say there was a puddle on the ground. Clearly no damage it was not plugged in and was still in bypass mode. We offered restoration and you declined for them to come out. Now we come out to install the new unit and they also did not see any damage. I do want to say we own a restoration company and Can say we never get doors replaced cause interior doors are off the ground usually and the water would really have to be a inch high everywhere to effect the doors. I really can not see why you should get a free water filtration and install. I know there where some issues but they where addressed and fixed as quickly as possible. I really believe we have done everything would could resolve the issues that rose up and delivered a good product at the end of this.

• Initial Complaint

  Date:10/15/2024

  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.

  On September ******* was sent out due to leak in bathroom. Our floor was wet due to the leak. ***** came out filled the shower floor up with water, told us that he have seen where alot of these rebuilt showers did not have shower liners on the floor of the shower and said that it was our shower that was leaking. On the invoice ***** stated "On arrival found master bathroom shower stall leaking on floor sealed drain and filled shower with water leaking at base of floor not covered showerefloor needs to be redone" (signature is not mine)With that being said and Us following the plumbers recommendation (diagnosis) we reached out to a contractor for us to have our shower repaired. After having the shower floor demo'd, found out the shower was not the problem. The issue was behind the Vanity. The pipe in the wall from Our A/C had broke and damaged Our Floors. We had them to come back out to repair the leak. Upon their return The New Plumber Breandon came out and repaired the leak. On the invoice he stated he used new pipes and a special order part which he did not, he used our old pipes because he did not have the parts on his truck. All he did was glued our old pipes back together. Our insurance company has paid for the damage to our floors, walls and vanity, but did not cover the shower. At this point We would never had our shower demo'd if the Plumber did not recommend it. He is the professional and he gave us the wrong diagnosis. We would like for **** to be held accountable for the replacement of Our Shower. On top of the wrong diagnosis, My signature was forged on that invoice. I have talked to A manager name ***** twice on each time He said he would call back and he never did. I would have to call him. As of Oct 8th the last time I called and left a message and he still is not returning my calls.

  

  Business Response

  Date: 11/18/2024

  ******,

  We have been back and forth with this, and have explained it over and over again. We went out to your home and diagnosed a leak and thought it was coming from the shower pan. Then you went on your own and hired another company to come out and fix the issue and they rip out the shower and then it is determined that the leak is on a A/C line coming down the wall. We are not responsible for you hiring another company to come out and rip your shower. They obviously thought the same thing or they would have not torn the shower out. Why did they not test and make sure before they did the work. We are not responsible for any company you hired to come out and do work. You need to be talking to them about tearing your shower out we did not do any work but look at it from the beginning .

   

  Kind Regards,

  
  

  Customer Answer

  Date: 11/25/2024

  Complaint: 22421754
  
  I am rejecting this response because:  You all are the professionals.  Your plumber said where the leak was coming from.  Your Plumber misdiagnosed the issue. He said on the invoice it needed to be repaired.  You all should take some accountability for this issue.  We would have never had our shower demoed if Your plumber hadnt mad the suggestion.  
  
  Regards,
  
  ****** ******

  

  Business Response

  Date: 12/02/2024

  NOT SURE OF THE STATEMENT REUSED PIPES YES SOMETIMES PIECES WE CUT OUT OUT GO BACK TO REPAIR THE LEAK WE DO NOT REPLACE ALL THE PIPE FOR A SMALL AREA OF WHERE THE LEAKS IS. AS FAR AS THE THE SHOWER WE TAKE NO RESPONSIBILITY FOR OTHER CONTRACTORS WORK. WE HAVE NO CLUE YOUR CONVERSATION NOR WHAT HAPPENED AND WHY THEY DID WHAT THEY DID. WE ALWAYS RECOMMEND ANY CONTRACTOR TO DO THEIR OWN INVESTIGATION PRIOR TO DOING WORK.

• Initial Complaint

  Date:06/14/2024

  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.

  On April 27th, 2024 I requested service via my home warranty company, American Home Shield, to have a plumber come address a few issues at my property. On May 2nd, a plumber came to my property and was able to address the issues with my toilets. On May 7th, the plumber returned to work on the shower. On this visit, the plumber informed me he would have to return to address the issue. Unfortunately, on the visit that occurred on May 7th (I believe this is when the leak was caused), the plumber did not re-connect the water lines in the shower properly, resulting in a leak. I discovered the leak a few days later when I noticed water coming through a light fixture on the second floor (the shower is on the third floor). As a result of this leak, the electricity in my kitchen, portions of my primary bathroom, and the downstairs bathroom do not work. I notified SWAT plumbing on the week of May 13th. They sent a plumber to my property on the 16th, but he never came to the door. When I had spoken to their CSR team on the 16th, I informed them that I was having surgery that day and that I was okay with them coming but needed them to be ring the doorbell. This was not done and was captured on my ring doorbell. I called them on the 17th to reschedule, but they could not get anyone that day or any time before I left the country on the 19th and a visit was scheduled for May 28th. No one showed up on the 28th, so I contacted SWAT on the 29th and they acknowledged the mistake. Rather than sending a plumber, they now said that tile work had to be completed before they addressed the leak (which does not make sense for several reasons). I had the tile work completed and a plumber finally came on June 10th (in the interim I could not use my shower and did not have electricity). Once the leak was addressed, I've contacted SWAT three times to have them send out an electrician. They have not responded. Note, I also have video of the leak.

  

  Business Response

  Date: 06/20/2024

  i would like to address this complaint. We have had to make multiple trips out to the home he did have other problems that we had to get taken care of. We did try to repair the issue and the repair did not work due to how worn out the old valve and assembly was. We did end up installing a new valve with new trim, but to install that valve we did have to make access to the water lines in the wall. Once the repairs were made the customer advised the plumber that there had been a leak in the ceiling. We do not know if it was there prior to us showing up. We would have never known. Since then we have tried to get an electrician out to the home and the electrician we use does not go to that area. So we have reached out a multiple times and left messages for the customer to call us back so we could try to find a solution to this problem. We were going to offer him to hire his  own electrician to come out and repair the issue and have him send the bill to us. Once all that is repaired we can send someone out to repair the sheetrock that was damaged. Please reach out to us and let us know thanks.

  Customer Answer

  Date: 06/28/2024

  Complaint: 21842759
  
  I am rejecting this response because: I have called them back every day for a week and left a message (6 different times) that have never been answered. The total cost of the electrician was $500. If you will return my calls / or send money, we can settle this. 
  
  Regards,
  
  ***************************

  

  Business Response

  Date: 07/30/2024

  Please provide the electrician invoice to us so we can go over it. I will have the office call to schedule a day for the repairman to come out to look at the ceiling. 

• Initial Complaint

  Date:06/10/2024

  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.

  I am writing to file a formal complaint against SWAT Plumbing for their unethical business practices during a recent service call. The incident occurred while they were working through American Home Shield (AHS), a home warranty company.Unnecessary Upcharges:During the service visit, SWAT Plumbing attempted to charge me for modifications that were not warranted. These so-called modifications were actually standard installation procedures, such as replacing water hoses and gas lines.It is clear that SWAT Plumbing was trying to upcharge me, taking advantage of the fact that they receive lower compensation from AHS.Misleading Practices:By labeling essential installation tasks as modifications, SWAT Plumbing misled me as a customer. These tasks are mandatory for any installation and should not be considered additional charges.This deceptive practice undermines trust and transparency between service providers and customers.Supplementing Income at the Customers *************************** actions appear to be an attempt to supplement their income by overcharging customers. They are effectively passing the burden of their underpayment from AHS onto unsuspecting homeowners.Desired Resolution: I request that SWAT Plumbing rectify this situation by:Adjusting any unjustified charges related to standard installation procedures.Reviewing their pricing practices to ensure transparency and fairness.Providing clear communication to customers about what constitutes a modification versus standard installation.Conclusion: As a consumer, I believe in fair and honest dealings. SWAT Plumbings behavior undermines the integrity of their profession and ***** customers. I trust that the ********************** will investigate this matter thoroughly and take appropriate action.Thank you for your attention to this complaint.Sincerely,*****************************

  

  Business Response

  Date: 06/20/2024

  I would like to take the time to address this complaint. I do apologize for this misunderstanding of what you understood per your contract with the home warranty company. I can speak for the plumbing company i can not speak for them on what they pay you. We as a plumbing company are sent to your home to diagnose your issue we are the eyes for the home warranty company. Once we have diagnosed the issue we then call it in to them letting them know our findings and what it will take to repair or replace the issue you are having in this case it was a leaking water heater. So the way the contracts are wrote and sold we have to give them a breakdown of every item it would take to replace that water heater. They then go through the your policy and see what is covered and was is not covered per the policy. That is how we get the numbers of what they will pay verses what the customer will owe. We do have certain prices that we have agreed amounts on like the tank and labor for it. So on this policy it looks like they were covering $600.00 and you choose to not move forward with us and take the cash in lieu option where they send you a check so you can use an outside vendor. I am not sure what you are asking us to change or where we were unethical in this procedure. We do not determine coverage or what they offer you as a cash out price. I would like to mention with them you do save a lot of money having the home warranty. If you were to call us direct or any other company about the same size that is insured and has the overhead we do to come out and give you a quote. You would would receive one price for the the water heater replacement and it would be anywhere from $2500--$3000. The only difference is it would not be broke out into each individual pricing so you would not questioned it the same as you do when it is broke out. I hope that i was able to clarify up any questions you may have had. I can not do any price changing, but one thing i can do is offer you a discount on the install if you have not already had one changed out. I would be happy to honor a $300.00 credit towards the replacement. Let us know if there is anything we can do to help you out..

  Customer Answer

  Date: 06/20/2024

  Complaint: 21817526
  
  I am rejecting this response because:
  

  The problem is the ABSURD price you mentioned.  You are plumbers, the work will be the same regardless of who comes out.  I will upload what I'm in the process of completing, which is going through the heartache of going through ********** for something that my insurance was intended for.   I'll break it down.  
  
  Water heater ($639) ->*********************************************************************************************************************************
  Expansion tank  ($40)-> *************************************************************************************
  Permit ($100)
  Warranty 6yr ($100)
  Parts for expansion tank/modification ($100)
  Install $500
  
  How am I getting a good deal again?  What is your breakdown?   Considering I was supposed to get the Parts, Installation and $250 of extra modifications.  You are charging in excess of $2000 for nothing.  So you are making my argument pretty clear.  I can get install for $300 if I go with a handyman, but if ********** with Labor warranty is $500 and you are asking for $1872 plus my $250 credit, plus my $500 install .  You want nearly $3000 for a few hours of install and think that's ok?    You know what would be fair, since all i got was $600 because of you, come do my install with labor and parts for the $600 I got to cover all that.  
  

   

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

• Initial Complaint

  Date:03/28/2024

  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.

  I scheduled a water heater service through American Home Shield. The vendor assigned was S.W.A.T Plumbing LLC. They came out to service on 3/21/24. I was told my water should be good in about 20 minutes. My water was still running cold so I reached out and advised the water was still running cold. They called me on 3/22/24 and said I needed my ball valve and safety drip pan replaced and it would cost me $630 and that my warranty didn't cover these things. I was told in order to schedule the appointment now, I had to pay half up front. I paid the half and was scheduled for 3/26/24. I usually receive an invoice or update from AHS. I never received anything so I reached and was told that S.W.A.T Plumbing never sent the a full diagnostic report nor did they confirm warranty wouldn't cover the repair. They told me to call them before the person repairs anything. The same person was sent to my house on 3/26/24. I called AHS and was informed they were speaking with their dispatch and they would contact me with the determination of cost. I was not contacted and the contractor required payment before leaving. The contractor told me the water would be good in 45 minutes. The water heater is still not fixed. I reached out to AHS who told me S.W.A.T Plumbing shouldn't have charged me without confirmation and they still do not have the report. They contacted S.W.A.T on 3/26/24 and requested the invoice and S.W.A.T Plumbing has just now sent an invoice this morning on 3/27/24. AHS has had me reschedule with them again. I have still not received confirmation, this order was ran by AHS first and I am still out of hot water.

  

  Business Response

  Date: 04/08/2024

  Sorry to hear the miscommunication. I have reached out and talked to the tech and manager that have both over seen this call. The tech claims he came out on the 21st and repaired the water heater by replacing both elements and thermostats. After the repair he did mention the ball valve was not shutting off all the way and gave you an estimate to repair it. Then he said you mentioned the rust on the bottom of the heater and explained it is getting old and you don't have a pan under the water heater incase it starts leaking. Then he gave you an estimate to install a pan, and you agreed to have one installed. In between the 21st and 26th you called to schedule and nothing was mentioned about you still not having hot water. So then the tech arrives on the 26th and he states the water was hot when he drained the heater to install the pan, and there was also no mention of the water heater not working properly. After his repairs he did schedule to come out because there were new issues and we sent a new tech out and he recommended replacing the unit. We called it in and had it scheduled and you cancelled as far as the other work it would have had to been done for anyone to replace the heater. I don't see where a refund is right the charges where not for repairs to fix the no hot water issue and that was explained these where maintenance issues. We did offer a hefty discount for the replacement, but looks like you decided to go a different direction. If the water heater has not been replaced we will still honor our price we gave you.

  Customer Answer

  Date: 04/09/2024

  Complaint: 21497199
  
  I am rejecting this response because: When the tech came out on the 21st. There was no mention of the ball valve, nor did I mention the rust at the bottom of the water as I was more concerned about my water running cold. The order that I placed was for my hot water, not rust. I agreed to these things because I am no plumber, and I was not sure what the cause of my water running cold was. Clearly these things were not run by American Home Shield because they are still pending, and I did not accept the costs (attached). On Friday, March 22, I scheduled a follow-up appointment through American Home Shield Site because my hot water was still not working. I am shocked that someone would blatantly lie and say I did not mention my water running cold. I was then called by you all and I told ******* that my water was running cold. I would advise you to listen to the phone call on 3/22/24 at 11:12am if they are recorded and I for sure mentioned my hot water was still running cold. She said the tech mentioned I needed a new ball valve and pan under the heater. I agreed to these because I thought these things were fixing my hot water, also because I was told I had to pay half up front to schedule the appointment. There is no reason for me to have the tech come back out if my hot water was running properly (again, that was my original issue). There were no new issues, the original issue was my hot water, and the last issue was my hot water. After scheduling for the repair, American Home Shield offered me the Cash-in-Lieu offer, so I did try and cancel the same day I scheduled the appointment. I got a second opinion from a different licensed plumber, and your tech, ****** neglected to turn the breaker back on for the water heater. So not only was I unnecessarily out of hot water for 2 weeks, but you all also charged me for a ball valve and pan for no reason. After canceling my appointment, I was told I would get a refund within 5-7 business days only to get a receipt stating I will not get $150 of the total back because the permit was pulled. I also need that refund back as well, as I did not need a new water heater and the last tech who came out misdiagnosed. Your tech was negligent and cost me extra money. I am a new homeowner who is trying to save money and did not ask for any of the cosmetic things that they added. I also had to pay $100 for a second plumbing company to come out, when I should be able to rely on the company that was assigned by my home warranty.
  
  Regards,
  
  *****************************

  

  Business Response

  Date: 04/10/2024

  Sorry, but no one called you a liar. What we said is after you called back in to schedule your other services there was no mention to the rtech when he came out on the 26th, or he would have worked on it again for you. We did rebuild the elements and thermostats. Not sure why it is not heating. We did call it in for replacement in the end and those items that were done would have had to been replaced either way. I do not see where the tech did anything out of the norm.

  Customer Answer

  Date: 04/10/2024

  Complaint: 21497199
  
  I am rejecting this response because: From your previous response, "In between the 21st and 26th you called to schedule, and nothing was mentioned about you still not having hot water". That is implying that I am lying, I for sure mentioned that I did not have hot water, that was the reason for the follow-up appointment that was on the 26th. I can have AHS pull that follow-up appointment information, as they were the ones who had you all follow up to schedule for 3/26.  Again, it was not heating because your tech failed to turn the breaker back on for the water heater. A replacement was unnecessary because had he just turned on the breaker, then the power would have been on, thus the water would have been heating. I would not have needed those items replaced nor would I have needed a new water heater. For better clarity,what your tech did that was out of the norm, was not cut the breaker back on so that the water heater would work properly. I am attaching a receipt from the company that came out to look on 4/9/24, to show the water heater was functioning well once the breaker was cut back on. Your techs were about to charge me $1,294 for a water heater installation that was not needed. Your techs misdiagnosed the last 2 times that they came out, causing me to be without hot water for 2 weeks. 
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:02/27/2024

  Type:Sales and Advertising 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 had some toilet stoppages and put in a claim through our home warranty company AHS. SWAT representative came out and said they would need to run a camera to diagnose the issue. Paid $473 for a camera service. We were told our sewer line was "completely destroyed" by tree roots and were quoted around $7,900 for sewer line replacement. We were shown a picture on the rep's **** phone of a completely collapsed pipe filled with tree roots. (and never received a copy of the photo or any video evidence of the service we paid for) I told him I needed to bid this job out as that ***** seems very high. Magically the price dropped to $5,500 "if we approve for same day job". We still declined. We hired a 3rd party pipe inspector and have camera footage of our pipes that do not have roots, are not collapsed, nor clogged, need zero repair. Completely predatory and I wish to have my money refunded. Manager ***** was "too busy" to speak with me on the phone today as well which is a real shame.

  

  Business Response

  Date: 02/27/2024

  We are sorry to hear that our customers experience with SWAT was less than perfect. Upon the technicians arrival he found the customers sewer system was backed up completely. He recommended a camera inspection down the clean out and found what appeared to be roots under two well developed trees in the yard of customers home. An estimate to replace was left and discount was offered, customer declined. Customer called in a few days later claiming this other company found zero issues. SWAT was called out for a mainline stoppage, there was an issue at the time of service. SWAT management team offered to send out one of our field supervisors who are also licensed to reevaluate the sewer line for the customer's satisfaction and refund the money if there was a mistake on our part. Customer declined completely, therefore we are unable to offer any type of refund at this point.  

  Customer Answer

  Date: 02/27/2024

  Complaint: 21350736
  
  I am rejecting this response because: There was zero back up at time technician came out to the house. We had gotten a clog out of our toilet ourselves, waiting days for your company to even come out after a scheduling mistake made by the girls who answer the phone. I agreed to the camera inspection only for piece of mind.  I know for a fact that there are no roots in our system, because we paid for a second company to come out and run cameras in our pipes. Your technician showed us a picture of a pipe full of roots - that is simply not ours! It's a move that is despicable and we were not even given a copy to prove our side. It is not even ethical to have us pay for a camera inspection and not be provided with the footage. I would love to see the photos or video footage your technician has for our address. 
  
  Regards,
  
  *************************

  

  Business Response

  Date: 03/20/2024

  Sorry to hear you reject our offer. We have offered to send a manager out to reinspect the line and if the line does not have any issues we would be happy to refund the money. We do stand behind our work. I can promise that the tech has been properly trained in running the camera and giving honest estimates. We do not give an usb file on every job we camera. It is additional cost for us to leave a copy of it behind. The picture would have been a live photo of what the camera was looking at when he had the app open and showing you the live footage. At this point I do not see where are tech did anything wrong. He offered an estimate for us to camera the line and you agreed to move forward with the estimate. He found an issue with the sewer line that was causing the back up that got us out there in the first place. I do not see where we owe a refund at this point. We are still offering for a manager to come out and look at the job to make sure the tech did a quality job as he has been trained to do. Please let us know if you would like us to schedule a time to have him come out.

  Customer Answer

  Date: 03/25/2024

  Complaint: 21350736
  
  I am rejecting this response because: A manager can come out to our home March 27th or March 28th after 4 pm or call to schedule an inspection the first week of April. Must be after 4 pm when we are home from work. I tried to upload the video taken from Tri-State pipe inspection but the file is too large. I do not approve of anyone coming to the house and doing anything to our plumbing without me or my husband available to witness. 
  
  Regards,
  
  *************************

  

  Business Response

  Date: 04/08/2024

  We will have a manager reach out to you and schedule a time to come out and look at the line. 

  Customer Answer

  Date: 04/11/2024

  Complaint: 21350736
  
  I am rejecting this response because: I dont wish for my case to be closed while I await processing of our requested refund.
  
  Regards,
  
  *************************

  

  Business Response

  Date: 07/02/2024

  S.W.A.T. Plumbing still stands behind that we have charged the customer for a service that has been now provided 2 times and when the manager camera the line we did find the line was broke and in need of repair. We stand behind the service that was provided and do not feel we have done any wrong doing after deep investigation. At this time we will not be crediting back the customer. We did tell the customer we would if we could find where the first ech did not do his job correctly we both agreed we sent a manager out and found the same issues so we have taken the stance that we have not done anything to warrant a refund.

   

  Kind Regards,

  
  

  Customer Answer

  Date: 07/08/2024

  Complaint: 21350736
  
  I am rejecting this response because:
  Our complaint with the *********** of Plumbing Examiners is still an active investigation and we are awaiting their decision. 
  
  Regards,
  
  *************************

• Initial Complaint

  Date:11/17/2023

  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.

  Water heater was covered by ********************** SWAT rep. replaced the heater with an inferior brand of heater. The replacement does not get as hot and the warranty is 4 years less. After learning of the problem, I contacted SWAT (*****) and was given the run around about this is the "new" standard. I was told that as long as the heater is functioning, I am stuck with the inferior item. Was also told that I should have caught this during the installation.The insurance company stated this was not right. SWAT would need to "make it right". However, ***** again stated that I should have caught this during installation.

  

  Business Response

  Date: 12/13/2023

  We have been out to the home multiple times and the water heater is producing 128 degree water the standard is between ******* degrees. We can not turn it up anymore the customer would have to do so their self-due to policies , and to protect against scolding. The warranty issue is that her policy does not cover to go back with a 10 year heater the only cover to go back with a 6 year water heater which is standard across all polices. I can upgrade that tank we purchase extended warranty through *************************** and we add a sticker. The normal cost is $500.00 I can do $300.00 if she would like to upgrade.

  Kind Regards,

  
  

  Customer Answer

  Date: 12/14/2023

  Complaint: 20881348
  
  I am rejecting this response because:

  I am rejecting the solution for the following reasons:

  1.  I do not fully understand the response.  (Are we purchasing an upgraded heater or an extended warranty?);

  2.  American Home Shield sent another plumber to check the installation.  During this inspection, it was noted that the "reservoir tank" is not functioning properly and needs to be replace.

  The reservoir tank (small tank attached to water heater) was installed by SWAT plumbing.

  As stated above, I need clarification and the reservoir tank replaced.

  Respectfully, 

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

  

  Business Response

  Date: 01/23/2024

  Sorry to hear you are confused. I would like to touch base on the on the extended warranty. The warranty companies only pay to go back with a standard tank which is what we did. If you wanted to extend the warranty i can send you an estimate to purchase the extended warranty through ***************************. Then you touch on the tank. It is an expansion tank they come prepackaged we don't do anything but s**** them in to the plumbing on the heater and air them up to match your water pressure. I reviewed the install pictures and don't see why any plumber would say it is not correct. If you could explain on that more but from what I can see it look to be done how it is supposed to be. It is also supported with the brass fitting that's why we use them on the installations of expansion tanks. I hope i was able to clarify up some of the issues you stated in your response. Thanks.

  Customer Answer

  Date: 01/24/2024

  Complaint: 20881348
  
  I am rejecting this response because:

  First of all, I am not a plumber and completely relied upon your company to resolve this issue.  My complaint was the water was not as "hot" and the unit was inferior based on specifications.  The installation was never an issue.

  Since, the installation the water lines "howl" when in use.  The plumber who inspected the unit stated that reservoir tank "thumper" was causing the noise. 

  The results of the second inspection ithe unit was installed correctly and the "thumper" tank was causing the noise.  As stated in the response, the only thing that matters is whether the unit was installed correctly. 

  Again, I am not a plumber and this doesn't make sense to me.  After, the replacement unit was installed, my water is not as hot and the pipes are "howling" when in use.  It's obvious that I am not happy with this unit. 

  My complaint, the water is not as hot and the pipes are "howling".  The solution offered does not address my complaint.  In fact, you are suggesting that I should pay to extend my unhappiness.  

  Counter offer/Solution:  Replace the thumper to eliminate the "howling" water lines.  This solution is fair and requires both parties to compromise.

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

  

  Business Response

  Date: 02/22/2024

  Sorry to hear about the howling through all the communication we have never heard this. Not sure what you are calling thumper i have never heard that term used for a water heater. I want to address the heat all heaters can be turned up but we are not allowed to turn them up past the factory setting. You can do that yourself if you need more heat in your water. *************************** is the top rated water heater voted by all plumbers. Please call around and verify. We have sent three techs to your home and have checked everything even the temp and all it is operating correctly. There is nothing to fix at this time or offer. I also wanted to answer your question you did not buy an extended warranty the heater has the basic manufactures warranty.

  Customer Answer

  Date: 02/23/2024

  Complaint: 20881348
  
  I am rejecting this response because:

  Once again, this is not an attempt to correct the problem but an excuse.

  The heater was inspected by a licensed plumber and the results were provided to AHS.  The noise is caused by small tank that installed with the water heater.  I referred to this item as a "thumper".  I believe it is called an "expansion tank".  Again, I'm not a plumber.

  SWAT's previous response suggested that I pay for an extended warranty.  My response remains the same.  SWAT stated that I should read reviews on this product.  I have read and inspect several of these water heater since the installation.  The last plumber stated that it appears that the unit was an older discontinued model, because it does not meet current performance specifications.

  You also stated that the unit could be "turned up" to product more heat.  This is a false statement.  The unit is at it's maximum heat level.

  It is very obvious that SWAT is stalling and has not intention of repairing/replacing the unit.  My counter offer still stands, "replace the expansion tank".  

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

• Initial Complaint

  Date:10/26/2023

  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.

  This company was assigned to us by our home warranty company. After paying our deductible amount SWAT Plumbing was sent out for our leaking water heater. This company tried to add an unnecessary $1600 for modifications to the charge of $780 for the purchase and installation of a standard electric water heater. Since the plumbing manager gave this quote to the warranty company, we were unable to get a reassignment of our service to another plumbing company. When questioned about this situation, I was responded to with rudeness and unprofessionalism by ***** at SWAT Plumbing. Now we will be out of pocket for costs regarding this problem thanks to SWAT Plumbing and their attempt to scam us.

  

  Business Response

  Date: 11/06/2023

  Hello, we are sorry to hear that the customer was unhappy with our diagnosis. The licensed plumber determined that the water heater was in need of replacement, upon removal of a water heater it is mandatory by law and for the safety of the customer and their home that the new water heater installation be brought up to code and be inspected by a city inspector. These are the modifications the customer is speaking of and the warranty company only covers a portion of the water heater replacement not the entire replacement cost, depending upon their policy. Thus causing an out of pocket expense for the customer, we understand this is not always what the customer wants to hear. However,  as a company, the safety of our customers and their home is our top priority and we will continue plumbing to state code and back our work 100%. The customer is not required to use our company and has the option of taking a cash out through the warranty company and may choose whichever plumbing company they would see fit using.  We advise the customer to choose wisely as there are many out there not licensed or insured and could potentially cause hazardous conditions. 

  Customer Answer

  Date: 11/07/2023

  Complaint: 20782819
  
  I am rejecting this response because:
  all that was necessary was to purchase and install a new water heater.  The numerous unnecessary modifications stated by SWAT Plumbing to Cinch Home Warranty prevented us from being able to get a second opinion from Cinch and forced us to take a ************ for much less than our coverage would have been.  In addition, this delay has resulted in further flooring damage as we have had to wait for our ************ payment from Cinch which we still have not received.  The person at SWAT that I had the misfortune of speaking to was beyond rude and condescending to be (perhaps because I am a woman).  I was talked down to in such a demeaning fashionvery disturbing.   The whole experience with SWAT was such an unpleasant one and has caused so much further damage that they need to be held responsible. 
  
  ***************************

  

  Business Response

  Date: 11/09/2023

  The policy is between the customer and the warranty company. ****************** cannot be held responsible for the delay in "cashing out" a claim as we are not in control of handling this. SWAT Plumbing performed a service, requested by Cinch Home Warranty, to go out and diagnosis what it would take to change out the water heater and bring it up to code.  Again, the customer is free to use whomever she chooses and the customer chose a different route which in result caused some further delay with the entire process of getting the water heater replaced. It is unfortunate but is a process when filing a claim. We apologize that the phone conversation was not satisfactory and will be addressed. We also sincerely apologize for your over all experience with us and wish you nothing but the best on your future plumbing needs. 

  Customer Answer

  Date: 11/09/2023

  Complaint: 20782819
  
  I am rejecting this response because:
   The response to my complaint is completely inaccurate.  At this point, I have now had my water heater replaced and was informed that the modifications which SWAT said were necessary were absolutely not.  In fact, most of their modifications would not even have worked in our situation. I do not appreciate being misinformed or being spoken to the way ***** spoke to me. 

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

• Initial Complaint

  Date:07/19/2023

  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.

  Having ringing issues when water is turned on all over the house .. Swat replaced Upstairs water valve but that did not stop the ringing .. Just need someone who knows what they are doing to listen to all the ringing all over the house to find a solution ..

  

  Business Response

  Date: 09/22/2023

  Dear Customer,

  Replacing the valve is the first step to pipe noise, but does not always fix the issue. WHat cause these noises can be lots of things from how the pipe was installed from when the house was built. How the pipe is strapped in the walls causes noises. Also how water runs through fittings can cause noises. So without doing some really extensive damage to the home we do not know what is causing the pipe to ring. The normal complaint is knocking in the walls and that occurs when a valve is turned on and off. At this moment we do not have a solution to why the pipe is ringing. Sometimes it can be caused by water pressure that differs from house to house. So the next step is really unclear in which way to go. We can absolutely give you a bid to re run all your water lines in the house. This would be the only thing that would fix it for sure all other repairs would just be professional opinions that *** not fix the issue. I know this is not the answer but this is a problem that does not have a go to fix. I hope this helps you understand how the problem you are having is an super hard issue to find.