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:04/08/2025

  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.

  I contacted company 3/28/25 to investigate issue experienced for past week. Water temp was not hot, only provided warm water in low quantities, ran cold after few mins. *** arrived 5:30PM on 3/28/25 to investigate, after only a few minutes he said problem was existing water heater, replacement required. Only investigation I observed was *** put bucket in kitchen sink, filled with water and confirmed temp was only 95. Estimate $6,283 ($4,785 to install new Rheem 50 gal gas water heater and $1,498 for "Misc Plumbing Level 9" required to meet code). This seemed very high but thought company reputable, trusted it fair. *** arrived 10am 3/29/25 to install, completed 2:30pm. I tested temp several hours later and had not improved. I planned to call *** Monday, he called first asking if he could stop by to look for lost tools. I said please stop by to check issue further as still not resolved. He arrived 3/31/25 for only few mins, confirmed unit set at max heat, working properly, ran sink test again in kitchen and bathroom, temp only 97. He was unsure of problem, would return next day 4/1/25 to resolve. This was the last communication with company. I texted *** and ***** during the week with no response. I called the office on 4/4/25 and 4/7/25 (one week after last communication with company) requesting return call from service manager, no calls were returned, no service manager has called to discuss issue. At this point patience was gone and went to BBB site to see options, saw all recent negative reviews, complaints, bankruptcy. I realized I had been scammed like many others and took immediate action, contacted bank to dispute full charge and begin BBB complaint. New water heater was not required, did not fix issue and company is obviously not interested to resolve or correct the issue. Temp remains below 100 only in small amount before runs cold, should be 140+. I request full refund. If needed, company can pick up new installed unit at its expense and my convenience.

  Business Response

  Date: 04/18/2025

  Good morning, All jobs are fully documented with both photos and notes from the tech. We did not scam you , we offered you options to which you agreed upon and we proceeded with. I will have the management team reach out to you today. 

• Initial Complaint

  Date:12/10/2024

  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.

  Transaction was today 12/10/2024. We had a plumber out to our house. We arranged a leak investigation to commence between 3-5 today. My husband told someone in dispatch that we were headed out of town in the morning and it needed to be today by 5pm, so that is what was arranged. You charged our Amex $750 for the deposit/retainer. Then no one showed up to do the work during the window we were given.A few minutes before 5pm I called and spoke with someone who said she would see if she could get him over here right away, but she had already sent him home for the day. She said she would call me back within 5 minutes. No call came in within 5 or 10 minutes, so based on their earlier unreliability we decided to make other plans. I called back and spoke to your answering service to cancel. Twenty minutes after that (so nearly 40 minutes after she told me she would call me back in five munutes), she called back and said she could have someone here in 30 more minutes. By that time we already arranged someone else to come out on another day to do the work your company didn't show up for. If your company had told us you were changing the time, we could have had someone else out today. We asked for a refund for the retainer, since your people didn't even show up. She said she would have to "get approval" to have our retainer refunded to us, even though they didn't show up! And -- it would take 4 to 6 weeks to get approval! Great scam if you can get it -- take someone's credit card, don't show up to do the work and refuse to refund.We would never have accepted an appointment for tomorrow, since we are on a plane tomorrow at 7am. We expect our retainer/deposit to be refunded in full. We waited around today for your leak guy to show up and you did not. We have to be at the airport hotel soon and there just isn't time to get it done tonight and still make our trip. Our timeline was made very clear with dispatch from early on.

  Business Response

  Date: 12/19/2024

  Hello ****-*****, My name is ******* and I work nationally with the company . I am going to touch base with the local GM now and look further into your customer profile . The local manager should be reaching out to you today and in the meantime, please feel free to reach me at ****************************************************************

• Initial Complaint

  Date:11/06/2024

  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 called Dallas Plumbing and Air Pros about a broken water heater. I was a long term customer of ********************************************* before being sold to ******** so I trusted them unfortunately. They came out and quoted me a tankless water heater. I paid half down ($7000). When the technician came back to install it. He showed up with a tank water heater and that he could do it for the same price since they couldn't install a tankless one at my house. They eventually agreed to send me a new quote which was about $1800 less than I'd already paid and said they'd refund the difference. They installed the water heater and left. Then I got another call Friday claiming that they'd refund my money but it would take 4-6 weeks and they could sell me more services in the meantime. I still have not received a refund which they say they will only do if I sign an *** agreeing not to talk about my experiences with the company. My check cleared my bank the same day as the service so I was left without even having the option to stop payment and issue a new check for the agreed upon amount. I want my refund without taking down my honest reviews of their company.

  Business Response

  Date: 11/13/2024

  Hi ****, Your refund was issued Oct 1st 2024 via the credit card you paid with. Please contact me at ********************************* if you have any further questions.

• Initial Complaint

  Date:08/05/2024

  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 June 19th, technician ********************* came to my house to give me a quote to repair what I believed what a leaking pipe behind a bathroom wall. After evaluating the work, he found a hole in the copper pipe and recommended two sections of pipe to be replaced with PVC, along with a section of caste iron and 3" sections on either side of the cast iron (which was also caste iron). He quoted me $3,800 for replacing the pipe area mentioned, removing and resetting the toilet, and reconnecting the sink that they had to replace the pipe for. When the plumbers came and completed their work, I commented that it was not what I contracted them to do. They did not replace the caste iron that the technician stated needed and would be done. The plumbers said it was not possible since the cast iron pipe was vertical and there was not sufficient support to replace the bottom portion without doing the whole pipe section. They only reduced the price by $300 but the small amount of work they did is not commiserate with the large amount I paid. I am requesting a larger adjustment due to the fact the most difficult part of work could not and was not done. The diagram (attached) is from the technician showing the portion of caste iron that was supposed to be replaced. I have also included pictures of the work that was done and the section of the cast iron that was not replaced.

  Business Response

  Date: 08/08/2024

  Hi *****! As discussed, we have come to an agreement of $1,500 and have begun the process of getting that to you ASAP. 

• Initial Complaint

  Date:04/10/2024

  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.

  Dallas Plumbing deserves no rating for how they treat their customers. I'm a new customer the ** and Hot water inspection went well then downhill from there. ****** quoted on a purification system and told me it would be in the front yard out of site and underground would not be able to see from street. I asked him several times. Witness was present It was a good unit and I put 1/2 down. Which was ******* never got any receipt or could read any papers it was on a small phone and never got to read it. until I call on Monday to get a copy. Not one piece of paper. I had to call to get a copy. I wanted to make sure you could not see the unit, so I started calling on Monday. ^ first call someone one in call center they said they would call be back all morning no call.The crew showed up to dig I ask them if it would be visible from the road they said yes and a plastic rock would cover it and I told them unacceptable so, they let me talk to a supervisor I told **************'m not happy and i need a refund he said it would be at 6 weeks before I would see it. I told him just like they took it out I need it back in my account.I then ask to talk to someone else finally ***** called while I was on another call I called back that was yesterday he has not returned my call yet. I'm sad I'm a senior, my ****** just passed after 50 years and I'm turning 77. I' m a little disappointed that no one cares here. I need my money and i feel I can't no longer trust the magazines. Not the so-called reputable ones. I had a witness to this whole situation. please help ******

  Business Response

  Date: 04/18/2024

  Hi ******, 

  I am very sorry that you were not satisfied with the services provided. I have reached out to local management to get to the bottom of this. Please allow me a couple of days to gather all of the necessary information. 

• Initial Complaint

  Date:03/05/2024

  Type:Product 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.

  The business was to unbury the water cutoff to my house and install a new cutoff valve. Upon digging it up they found that the line to the meter and the cutoff valve were of inferior quality and there would be significant monetary risk to correcting the problem. Their recommendation, which I accepted, was to NOT complete the work and keep the existing cutoff valve. I had paid $1250.99 in advance and the company representative agreed to reimburse me $1000. I was told that it would take 7 - 10 business days to process the refund. It has been 5 weeks now and no refund. I called the business 2 weeks ago to complain and was told the process takes 4 - 6 weeks to process the request and obtain approval for the refund. O(ther than a small of digging which I am willing to pay for, no work was done for this money. It should not take more than 2 weeks to refund money paid for no work. They are earning interest on my money while I am paying interest to the bank on the same money.

  Business Response

  Date: 03/19/2024

  Hi **************. I apologize for the delay in getting your refund out to you. Please allow me to look into this and I will get back to you ASAP! 

  Customer Answer

  Date: 03/19/2024

  I have reviewed the business response and accept this resolution. It has, however, already been 7 weeks since you took my money and ASAP does not define a specific amount of time for resolution.  I would prefer a specific date by which you will provide a firm resolution.

  Customer Answer

  Date: 07/26/2024

  Recieved refund and it only took 6 months for an action. That should have taken 6-10 days.

• Initial Complaint

  Date:04/25/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi - we have been a customer of ********************************************* for nearly 20 years. They recently were acquired and no longer are responsive and have missed several appointments. When you call you are routed to dispatch or another department and we are never called back. This is the worst customer service I have experienced. I hope it is related to the acquisition, as I know many of their employees are leaving due to the lack of customer service and professionalism. I hope they can figure it out as we have used them for a long time, and they used to be reliable. They are in the middle of a project which they committed to finish - installing a large tub and missed appointment on April 10th (require 4 plumbers due to size. Note they were also the original installer 17 years ago and why we chose to use them. We have called multiple times to schedule / re schedule. No response. Further we contacted them separately regarding three faulty toilets which are a result of their recent sub-par work. This needs to be fixed ASAP so our life can return to normal. I cant keep using toilet upstairs. We paid them well over $10k in last couple years, including $4,618.61 in July 2022 for various project which include 3 toilets that run constantly so we have had to shut off. I would like that money returned if they cannot finish all the jobs we have engaged them for. I am reaching out to our credit card company as well is the insurance company (work related to declared natural disaster in *****) see what are legal rights relating to the unfinished work.

  Business Response

  Date: 04/25/2023

  Thank you for your information.  ***** to receiving this message we have responded to and have work planned to be completed. The project is scheduled to be completed tomorrow 04/25 and the client has been provided with contact information to reach us directly.  

  Customer Answer

  Date: 04/25/2023

  I have reviewed the business response and accept this resolution.  I had sent the complaint prior to be contacted.  It was kind of simultaneous.  I have no issues if project is completed as discussed between the Company and my wife. 

• Initial Complaint

  Date:02/08/2023

  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.

  5/3/2021: Initial Job on my toilet ******...toilet ****** had lifted off the bathroom floor about 2-3 inches, toilet was no longer in contact with the ground, basically hovering off the ground. It cost me $1090, which I was good with.2/16/2022: 9 months later, initial job didn't work, having the same issue as before. This time they decided to bust out the concrete around the toilet ******, dig out the drain, replace all the drain with new PVC, new elbow joint, etc., re-packed with sand and filler, new ******, and poured new concrete to seal up floor and complete the job. I received no new receipt on the job, didn't think that I would need one because it was still under warranty for a year from the initial job, as it was explained to me...this visit cost me $0!1/26/22: 11 months later...same issue with the toilet ******, called them back out to take a look at it. When the plumber came to the house, he told me that he hadn't ever seen anything like this before and that he needed his supervisor to come by and look at it. Once the supervisor got there, he said that he has seen this 2-3 times before, and then says "so the ****** doesn't look like it was bolted down to the foundation", to which I said, nope, no bolts were used to secure it. The supervisor tried to tell me it was my foundation causing this...which is not true because my house is sitting on 42 piers circling the entire house (it isn't going anywhere), then they tried to sell me on a sewage leak test to rule that out which was $400-$500, I said absolutely no because I wasn't experiencing any of the signs he explained to me. So his plan was to have the plumber cut down the ****** pipe to get it even with my concrete slab and then just replace the ****** with a new one.***I was told that doing this would fix the problem. NO CAMERA was ever dropped down the drain to see if their previous work had failed...I was told that it was "highly unlikely the previous work failed" ***I never received an estimate for the job, I was told this would fix it, not even thinking that I would be charged for something that had a one year warranty on it, so I said go ahead and do the work. I also had them put the toilet back on ( I had taken it off for them) and clear out my shower drain clog (neither of which I am questioning the price of) When all the work was completed, I was given a bill of $770.06!Never did I think that I would have to pay for them to fix their initial job! The initial job has failed 2 times every **** months, but yet, I have had to pay for it? And when I called the office for an explanation, they NOW told me it was because the ground had shifted and it had nothing to do with the quality of their work. My issue is:1) the issue was obviously never fixed from the initial visit 2) I was given no estimate of the price this last time 3) no inspection was done, no camera was used, to rule out failure of previous work 4) so I am left with paying for something TWICE now that should have been fixed the first and second time...Any help or guidance on this issue would be greatly appreciated as I feel it is going to happen again.

  Business Response

  Date: 02/09/2023

  Hi ******, I apologize for all of the inconvenience and the miscommunication . The new GM will be reaching out to you to get this matter resolved.

  Customer Answer

  Date: 03/15/2023

  This is a continuation from a previous case filed, BBB Case # ********. Nothing has happened, no resolution was reached that was acceptable to both sides (only theirs as nothing was ruled in favor of me) and I am still at the same exact spot in my house when this whole issue started on May 3, 2021; not to mention I am out $1700 from this company.
  
  I am continuing this fight because I want people to be aware of this company, Dallas Plumbing Company (please read my initial case complaint #********). What they have done to a single father of 2 children, who works 2 jobs just to make end meet is downright wrong and is something I don't want any other hard working person to have to go through.
  
  Be certain, my fight isn't going to end here as I want people to know that this situation will also be filed in Small Claims Court as I have plenty of evidence in the form of pictures, text messages, and a second opinion from another plumbing company.
  
  (I am not going to upload any evidence as directed)
  

• Initial Complaint

  Date:12/29/2022

  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.

  My heater has not been working for the past four weeks. The Dallas Plumbing Company has been out to my condo four times, charged me $131.00 and never repaired the heater. I have called the company many times, and have never received a call back. The last repairman told me the unit needed a new valve. I have not been contacted by them since. I was without heat during the extremely cold temperatures last week. I have no idea how they have an A+ rating!
  

  Business Response

  Date: 03/10/2023

  Business Response /* (1000, 7, 2023/01/17) */
  Hi *****, Someone from the local office will reach out to you today to resolve this matter. I apologize for any miscommunication that you have encountered. If you need anything in the meantime, please email me at ******************@airprosusa.com
  
  
  Consumer Response /* (3000, 9, 2023/01/18) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  There was no response from the business. This company sent out four different repairmen and none of them repaired my heater or explained what was wrong with it. They never returned my numerous phone calls. They charged me $131.00 but did nothing. How is this company still in business? I would like to add that they have other negative reviews.
  
  
  Business Response /* (4000, 11, 2023/01/19) */
  Hi *****, We had you scheduled for 1/17/23 with notes stating that you called in to cancel your repair . I will have Wendy reach out to you from the local office to discuss, but it looks as if you were the one who canceled this appointment. All companies have negative reviews, but we do strive to deliver 5 star customer service.
  
  
  Consumer Response /* (4200, 13, 2023/01/20) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I never called in to cancel an appointment. I have no idea what she is talking about. They are just trying to blame this on me!
  
  
  Business Response /* (4000, 18, 2023/02/15) */
  We are not placing blame on you for anything. I will again have our dispatcher reach out to you to assist and schedule.