Complaints

This profile includes complaints for Elmer's Home Services's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Elmer's Home Services

  9710 N Interstate 35 San Antonio, TX 78233-6609

  
• 

  Elmer's Home Services

  Grand Prairie, TX 75051

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/17/2025

  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.

  This was for service on October 14, 2024. My AC system had stopped working & the thermostat was blank. Immediately the Elmer's technician began to try to sell me a new system. With reluctance, the technician did perform some troubleshooting and determined that the hard start solenoid (kit) was defective. About a week later two Elmers techs arrived and spent the day replacing the hard start solenoid as well as the start capacitor. They even replaced the thermostat but were unsuccessful in returning the unit to service. The original technician then informed me the compressor was stalled and would need to be replaced and it would be approximately $7500. I decided to think that over before deciding.Upon advice from a friend, I contacted Bulverde ************* Conditioning. Their technician found the hard start solenoid was mis-wired and the start capacitor was the wrong value. Within thirty minutes, he had my AC system up and running.When we attempted to set the heating function on the thermostat. we found though Heating system would not come on and also noticed there was no EMERGENCY heat function on the thermostat. Only the air conditioning function on the thermostat would work.The Bulverde ************* Conditioning technician inspected the thermostat and determined that the one installed by the Elmers technicians was a thermostat for a gas furnace system instead of a total electric system. Bulverde Heating and Air installed a new Trane thermostat, and the system is now operating correctly for both heating and cooling.I have sent three registered letters to Elmer's Home Services without a response. I believe that Elmer's should pay for the Bulverde ************* Conditioning service calls plus a reasonable reimbursement of their charges for their incompetence.

  

  Business Response

  Date: 04/01/2025

  Thank you for reaching out and sharing your experience with us. We sincerely apologize for the frustration and inconvenience youve encountered. Please know that we take your concerns seriously and have escalated this matter to our management team for a thorough review.
  We are committed to addressing this situation and will be in touch with you soon to discuss the next steps. Your satisfaction is important to us, and we appreciate your patience as we work to resolve this.

  Customer Answer

  Date: 04/03/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Because of Better Business Bureau's complaint to Elmer's Home Services, Elmer's has contacted me and agreed to settle my issues with them/

  Thank you,
  
  ****** *********

• Initial Complaint

  Date:02/27/2025

  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.

  On 1/18, a service tech assessed our ** and furnace. The service tech, ***, informed us that a ***** coil in the furnace needed to be replaced. The replacement was performed on 1/20, but the entire furnace was replaced. The heater worked great! On February 2nd, we turned the ** on. The following day, we noticed the house was warmer than the night before. We turned the unit off and tried again that evening. The heater was kicking on when we turned the ** on. Elmer sent the same service tech out the next day, who informed me we needed a new control panel on the ** unit outside, which would cost $900. When I told him I had difficulty believing that, he informed me he would speak with his manager. I called the company four times that day, but never received a call back.I had my dad come out that night because I cannot have a hot/humid house due to animals. He was able to get the control panel back up and operational by flipping the breaker and resetting the thermostat. It was still blowing hot air. I called another company, which came out the next day, and I noticed that the wires on the air handler (and possibly the thermostat) were incorrectly wired, so the heater was set to come on when the ** turned on. They corrected the issue, and I paid them $332.95.The next day, I spoke with the Elmers manager, ******, and explained everything. He sent a different service tech out that Friday to double-check everything. That service tech informed us that *** was not familiar/specialized with heat pumps (our unit). After further discussion with him, he said they would make it right. He took a picture of the invoice from the other company. I have yet to hear back from Elmers and this was the second week of February.After this experience and hearing about *** being unfamiliar with heat pumps, I'm not even sure I needed to spend the original $6100 for the furnace replacement.

  

  Business Response

  Date: 03/04/2025

  Thank you for bringing your concerns to our attention. We sincerely apologize for the issues you experienced and any inconvenience caused throughout this process. Your feedback is invaluable, and we appreciate the opportunity to make things right.

  
  After reviewing the situation, we processed a refund of $332.95 to cover the cost of the service you received from the other company. We are glad to hear your system is now up and running. Additionally, we have addressed the internal training gap to ensure our technicians are fully equipped to handle heat pump systems moving forward.

  
  We understand how frustrating this experience must have been, and we truly appreciate your patience and the chance to resolve the matter. If you have any further questions or need additional assistance, please dont hesitate to reach out.
  Thank you for being part of the Elmers family were committed to regaining your trust.

  Customer Answer

  Date: 03/08/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:02/25/2025

  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.

  2/8/2025 Elmers tech came by because we felt humidity in the home and there was also water coming up from the floor. My partner went in the attic and seen the system was leaking down. The issue was corrected, however on 2/17/25 I had a tech come out again because I noticed there was mold in our pantry which was part of the area where we had the leak going down into. The tech told me a company would contact me in reference the same day, and I received the call from the company *********. I set up and appoint for them to come evaluate the situation and they came out that same evening. It was there they told us we had water damage and growth, and that it had to be taken care of ****. They asked us how we would proceed with payment and we let them know we believe that Elmers is responsible for this so therefore, no quote was given at that time. I have called Elmers for the next 3 days after, no response. I waited since I was told they notated it and that I would get a call back and that management was notified. Well now it has been a week to this day on 2/24/25 and Elmers has not tried to reach out to me. I am fed up and upset...I cannot believe no one in management would bother to call and tell me something, anything. I am to the point where I have to take this matter into my own hands because this is hazardous to our health. I wish I never did business with them...I just feel like their warranties and guarantee is a lie. At this point I just want them to cover this cost for the mold remediation. I wish I could just get my money back on the ****** we are making payments on and just go get a system elsewhere.

  

  Business Response

  Date: 03/10/2025

  Thank you for bringing this situation to our attention. We take your concerns very seriously, and we truly regret the distress this experience has caused you and your family.
  Please know that we are actively investigating the details of your case, including the service visits and subsequent events you described. Our management team has been alerted, and we will be reaching out to you promptly to gather more information and work toward a resolution.
  At Elmers, we are committed to standing by our warranties and ensuring our customers feel supported, especially in challenging situations like this. Your health, safety, and satisfaction are our top priorities, and we appreciate your patience as we thoroughly review this matter.
  We look forward to speaking with you soon and finding the best path forward.
  Best regards,
  Elmers Home Services Team

• Initial Complaint

  Date:02/25/2025

  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.

  The start of my complaint started happening due to a repair that was done at my house starting in 2021 and there's been new developments that's just come up. There was a problem with my downstairs toilet and it was causing p*** from the neighborhood to come back into my house. I called Elmers out and I was told I needed a clean out put in my front yard. They actually installed two and I was told that would fix the problem of my downstairs toilet and everything would be good. Well I had to get financing which I told them o couldn't afford it but what else was going to do? So they went through ********* and the loan was about $8,000 for the work. The work was completed and a couple of months later the toilet started backing up AGAIN. Over the years I've been calling and complaining about this issue. Finally I had another licensed plumber come out and he noticed that the clean out that was installed wasn't needed to begin with. There was no need for it. Well I called Elmers out and the technician called his manager and they both agreed that it was not needed. My problem is I'm stuck with a loan payment for work that was not needed and did nothing to fix my plumbing problems and now I can't even use my toilet and now Elmers is telling me I need more work on top of what they did. I've called Elmers and asked about getting my loan settled and nothing I've been waiting for calls back from their GMs for the longest time. I've been a customer since 2013 and this kind of treatment is ridiculous.

  

  Business Response

  Date: 03/03/2025

  *********,

  Thank you for sharing your concerns with us. We sincerely apologize for the ongoing issues and the frustration this situation has caused. We understand how difficult this has been, and we want to make it right.
  We have reached out and left you a voicemail to discuss the next steps and explore how we can address your concerns.

  Our goal is to fully understand the situation and work towards a fair resolution that restores your trust in our services.
  Please know that we value your loyalty as a customer since 2013, and we are committed to finding a solution.

   

  When youre available, please call us back at your earliest convenience so we can move forward with resolving this matter.
  Thank you for your patience and the opportunity to make things right.

• Initial Complaint

  Date:02/25/2025

  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 have spoken to ***** about obtaining a copy of the report they used to test what our heating and air conditioning needs are. I am told this report (or test) was done. However, ***** has not responded to multiple requests for this report. He said it was accomplished and that he would send it. I have not received it and feel like I am being ignored.

  

  Business Response

  Date: 03/03/2025

  Dear Mr. *************** you for bringing your concerns to our attention. We apologize for any frustration caused by the delay in providing the requested report.
  
  Upon receiving your complaint, we promptly reached out to ensure your needs were addressed. We have sent a copy of the engineering analysis conducted in 2022 prior to the installation of your mini-split system to your email. Please check your inbox, and if you do not see it, kindly check your spam or junk folder.
  
  We want to ensure you have everything you need, so if you have any further questions or require additional assistance, please dont hesitate to contact us directly at **************. We value your business and appreciate the opportunity to resolve this matter.

• Initial Complaint

  Date:01/03/2025

  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 a technician come out to inspect our unit on Dec 6th. It was blowing cold air when we were attempting to turn on the warm air. Upon inspection, the technician said we would either need to do more work to fix the 10-year old unit or replace it. Not something we wanted to hear since we have already invested nearly $26,000 with this company. During our conversation, I asked the question, "We have had you guys come out many times-at what point do I get to walk into our home and not have to worry about what my home will fill like inside. When will I be able to have some confidence that these units will work properly?" The technician said he apologized and understood the frustration. We discussed the "min-split" and even the technician said ( in front of my daughter and my wife) that the unit may not have been truly necessary. That was an $11,800 investment!We have three open accounts with **********************. We would have had a fourth if we elected one of the options to buy a new unit or fix the old unit. At a minimum, we likely were looking at another $4000 to $10000.I called *** ***** and asked for a second opinion. The technician came out and stated we needed to replace two parts for $1,100 and was fixed within 45 minutes. While the technician said that one day, we may need to replace-for now the units work okay and there were no leaks. And plenty of freon-Elmers technician said it was running low???We have signed a contract with *** *****. Since Elmers has wasted our time and money and gave us something we do not need and a payment that we do not want-we wish for them to refund all or some of our money.

  

  Business Response

  Date: 01/10/2025

  Thank you for bringing your concerns to our attention. We value your feedback and the opportunity to address your experience with Elmers Home Services.
  Dear *** *****,
  

  We understand that your recent interactions with our team left you feeling frustrated, particularly regarding the recommendations for your HVAC system. We sincerely apologize for any inconvenience youve experienced and would like to clarify the actions we have taken and the solutions we provided.
  

  Over the past two years, we have made significant efforts to address your HVAC needs and ensure your homes comfort, including:
  December 2022: Installation of a 2-ton mini-split system to enhance comfort in your home.
  February 2023: Replacement of a 3-ton condenser to improve the performance of your HVAC system.
  March 2024: Sealed the duct run to your daughters room under warranty and replaced the thermostat.
  March 2024: Conducted a make-right duct renovation to balance airflow upstairs and cleaned the evaporator coil as part of our commitment to resolving your concerns.

  
  These actions, including the substantial duct renovation valued at $15,000$20,000, were provided to address previous concerns and ensure your satisfaction.

  Additionally, on December 6, 2024, our technician presented multiple options for addressing the issues with your 11-year-old system, ranging from minor repairs to system replacement, based on its condition and long-term performance expectations.

  
  We regret that you were dissatisfied with the recommendations provided. Our technician acted based on the systems condition at the time of the visit and our commitment to providing transparent and professional service.

  The observation regarding low refrigerant was made during the assessment, and while opinions may vary among technicians, our recommendations were made with your homes comfort and reliability in mind.
  

  As for your request for a refund, we must emphasize that the agreed-upon solutions and services were provided and deemed satisfactory, as acknowledged in the resolution of the previous BBB complaint.

  While we cannot offer a refund at this time, we genuinely appreciate your business and hope to have the opportunity to restore your confidence in our services.

  
  If you have any additional concerns or would like to discuss this matter further, please feel free to contact us directly at **************

  Customer Answer

  Date: 01/11/2025

  Complaint: 22723964
  
  I am rejecting this response because while the company states they have done a lot of work to our home-it is only because they never really address the issue. It is my hope that customers learn to steer clear of this company. We will continue to pay for stuff we did not need. 
  
  Regards,
  
  **** *****

• Initial Complaint

  Date:09/03/2024

  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.

  We purchased a replacement ac system in april from Elmer's.Upon installation the system ran fine at first.Then their QA tech came through and pointed out SEVERAL issues that needed to be addressed and assured us they would be contacting us. They did not and I had to reach out to them. Then the team they sent out finally said everything was fine and completed.We were told during the installation we would need another thermostat because ours was faulty. So they ran a new wire and put up a new (worse) thermostat. I called to ask them to repair the wall as I was once again told they would call to schedule the drywall repair with me. They then sent a tech out who hooked up my old thermostat saying, nothing was in fact wrong at all in the first place with the thermostat or the original wire.Then we noticed dripping coming from one of the pipes leading into the unit. When we called they sent out insulation installers, not a team to fix the leak and review the unit. Once again, I was told by the team onsite, we will get a call. We did not and after 3 weeks I called them.They sent out 2 team members, who put 'a bead of silicone around the pipe and the insulation' to keep water from dripping out.About a week later the system has now shutdown and our ac will not turn on. When I called their over night line I was told I would get a call in the morning but they were booked up.Additionally found some kind of sealant on multiple pipes that has not cured or set and is simple slopped onto multiple fittings.

  

  Business Response

  Date: 09/12/2024

  My name is ****** ******** with Elmer's Home Services. We have received the customer experience and have launched an internal investigation.  At Elmer's Home Services, we believe in doing the right thing because it's the right thing to do and we take all complaints very seriously.  At Elmer's, we believe in providing 5-star customer service to each and every homeowner we serve. 

• Initial Complaint

  Date:08/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  First of all, I booked an appointment online a couple weeks ago on a Thursday for that Saturday and they called me the day after I booked to tell me that their first available appointment was the following Monday after I already made weekend plans since it was booked online. So there is no point booking online with them. Then on Monday, the appointment was scheduled for 2-5pm window and dispatch called me at 4:30 to tell me the technician was running over 45 minutes late which put us out of the window and it was already late. So much for always on time Elmer. When they finally showed up a day later, the technician presented me 5 preset packages to choose from ranging from $1000 to $8800. The fact that they spent over an hour analyzing what was wrong with the ** to then just give me preset packages was strange. I chose the package for $1700 that was called critical repair because the technician promised me that would fix the critical things wrong and guarantee air flow. After he left, nothing changed so we gave it a day and it was still 85 degrees in the house. I called to ask for someone to return to fix what should have been fixed the first time. They sent a senior technician who came out and told me that a critical package actually doesnt fix the critical components but just produces cool air even if there isnt a proper flow. Why pay $1700 to not have the proper channel/flow of air? He basically told me I need to pay at least a couple thousand dollars more for one of the higher preset packages to make sure its cool. Then he got a supervisor on the phone on speaker and the supervisor recited a scripted line please make sure you tell them that we dont nickel and dime our customers. They offered to send a THIRD ****** out to go over the packages with us again but based on other reviews and this experience I decided to cancel because I dont want to be scammed by them more.

  

  Business Response

  Date: 08/27/2024

  My name is ***************************** with Elmer's Home Services. We have received the customer experience and have launched an internal investigation.  At Elmer's Home Services, we believe in doing the right thing because it's the right thing to do and we take all complaints very seriously.  At Elmer's, we believe in providing 5-star customer service to each and every homeowner we serve. 

  Customer Answer

  Date: 08/30/2024

  Complaint: 22190053
  
  I am rejecting this response because:
  Elmers Home Services said they will launch an internal investigation but it has been over a week since the complaint was filed, almost two weeks since the company came to make the failed repair that I paid for, and they did not apologize or give me next steps for either repairing the ** or giving me the full refund that is deserved. Furthermore, I emailed the customer service email provided to me in my ****** review on Sunday the 25th and it is now the 30th so it has been 5 days with no reply. 
  Regards,
  
  ******* Green

  

  Business Response

  Date: 09/12/2024

  ************** was offered nine different options.  He chose the basic one which included a chemical cleaning of the outdoor coil, and recharging the unit to manufacture specifications,additionally, we added a compressor saver kit and chemically cleaned the indoor coil.  ************** read and signed the Liability agreement (attached) and understood what was being offered.  Our certified technician, *************************** explained to ************** that additional issues also needed to be addressed.
  In closing, EHS stands by the prior responses.  ************** acknowledged the repair, and the price for those repairs and then provided authorization to proceed.  Additionally, ************* acknowledged that the repairs were performed to his satisfaction.  If you have further questions or need additional services, please contact our office to schedule an appointment.

  Customer Answer

  Date: 09/12/2024

  Complaint: 22190053
  
  I am rejecting this response because:
  
  I did not purchase the basic option. I purchased the package above that. I also did not acknowledge that the repairs were made to my satisfaction. The technician asked me on a scale of 1-5 how Id rate his service. He was a nice guy and so I said he did a 5 at the time in terms of being nice and attempting to repair. I didnt rate the completed service as a 5 since we had to wait hours to a day after the service was complete to have final result of the system not functioning still. A survey of satisfaction should be sent a day or two after service is complete so the customer can have time for their AC to work. Another example of Elmers using a deceptive business practice. For a company that says they pride themselves in doing whats right for the customer they should either provide me the refund or try to fix the issues.
  Regards,
  
  ******* Green

• Initial Complaint

  Date:08/23/2024

  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.

  Update: As of today no response from owner. They have a commercial that states if you are not satisfied that they will give you, your money back that is a lie. I have been trying to get money back on terrible service and it's nothing but crickets. They do not care about customers only on making money and cheating people. I was given a call back but they wanted to schedule the 2nd maintenance service and I said that I already had spoken to someone that I no longer wanted them to come out and just wanted refund and they said they did have nothing about that in their notes. I was told again that management would reach out to me again but still nothing.Ugh. Where do I start. I had them come out to service my A/C in October (10/19/23), they did nothing but look at the unit. Nothing was cleaned or any lines flushed on either the unit in ***** or outside. Even though you state you do not try to sell us things that's all you did. I paid for yearly maintenance. I had to call to schedule 2nd maintenance checkup even though the tech told us you would call to schedule. Then I had to call to see if you were still coming and was told you would call back to reschedule. Over 2 months no call. I called to request a refund on half of maintenance I already paid for and was told Management would reach out to me. Nothing but crickets. If I could give a zero star I would. I would not recommend this company to my worst enemy.

  

  Business Response

  Date: 08/27/2024

  My name is ***************************** with Elmer's Home Services. We have received the customer experience and have launched an internal investigation.  At Elmer's Home Services, we believe in doing the right thing because it's the right thing to do and we take all complaints very seriously.  At Elmer's, we believe in providing 5-star customer service to each and every homeowner we serve. 

• Initial Complaint

  Date:08/16/2024

  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.

  Plumbing emergency june 11 2024.Elmers plumbing ************************** said during repair the charge would be$700.At end he charged $1021.******* said "fittings" were expensive.I asked management for partial refund ...they refused.Two other plumbers indicated that the job should not have beenmore than $600.

  

  Business Response

  Date: 08/22/2024

  My name is ***************************** with Elmer's Home Services. We have received the customer experience and have launched an internal investigation.  At Elmer's Home Services, we believe in doing the right thing because it's the right thing to do and we take all complaints very seriously.  At Elmer's, we believe in providing 5-star customer service to each and every homeowner we serve. 
  
  When our technicians go into a home they give a full range of options with different packages and pricing.  It is up to the customer to choose an option and/or a package. Elmers Home Services does not proceed without the customer's written consent to do so.  

  Customer Answer

  Date: 08/23/2024

  Complaint: 22149778
  
  I am rejecting this response because:
  The response was "generic".

  The response did not specifically address my issue.
  Regards,
  
  *************************

  

  Business Response

  Date: 08/27/2024

  As mentioned on our previous response, When our technicians go into a home they give a full range of options with different packages and pricing.  It is up to the customer to choose an option and/or a package.  Elmers Home Services does not proceed without the customer's written consent to do so.  The customer signed the order before the ******************** were rendered.  If there was an issue or the customer was not satisfied with the pricing, EHS would have not proceeded with the job.  EHS does not proceed without the customer's written consent.  We trust that this final response will close this matter to the satisfaction of the customer and the satisfactory conclusion for Elmers Home Services. 

  Customer Answer

  Date: 08/28/2024

  Complaint: 22149778
  
  I am rejecting this response because:
  This is the same generic non-answer as the first response. 

  As noted, the plumber (in the middle of the repair) said the cost would be $700.00. When completed, the bill was $1021. I asked why the bill went from $700 to $1021. The plumber said the "fittings" were expensive!

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

  

  Business Response

  Date: 09/12/2024

  In Regards to complaint ID ******** Our investigation concluded.  When our technicians go into a home they give a full range of options with different packages and pricing.  It is up to the customer to choose an option and/or a package.  Elmers Home Services does not proceed without the customer's written consent to do so.  Each package has a different set of additional options we offer. Please see the signed invoices attached.  Our customers always acknowledge the price for the packages and then provide authorization to proceed.  Please don't hesitate to contact me if I may be of assistance with this or any other matter.  We trust that this final response will close this matter to the satisfaction of ************** and to the satisfactory conclusion for Elmers Home Services. 

  Customer Answer

  Date: 09/13/2024

  Complaint: 22149778
  
  I am rejecting this response because:This response is the same as previous responses...no new information.

  The plumber DID NOT indicate a charge/price before starting work. In the middle of repair he indicated the charge would be $700. When completed the charge was $1021. Two other plumbers indicated the charge should not have been more than $600. I am asking for a $321 partial refund (1021 - 700 = 321). I think this is a reasonable solution to this  situation.

   

  
  Regards,
  
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