ComplaintsforMy Plumber Plus

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  During the purchase of the HVAC system, I was told that since I was getting a larger unit, the outside part would need to be installed on the ground. The next day they arrived late almost 4pm, they did a rushed HVAC installation and installed on the old pedestal. I questioned this and they said it was OK. I called numerous times about the noise the unit was making they came a few times but could not fix the issue. Now they want to charge me $1,500 to install on the ground, which something they should have done during the install.

  

  Business response

  08/08/2023

  We are in communication with this customer, and expect resolution by end of day.

  Regards,

  ****

  Customer response

  08/09/2023

  From: ********** <******************>
  Date: Tue, Aug 8, 2023 at 2:40 PM
  Subject: complaint #********
  To: [email protected] <[email protected]>
  
  Please cancel my complaint. My Plumber plus contacted me and is going to fix the issue at no charge to me.
  
  v/r
  *********************

• Initial Complaint

  04/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My Plumber installed a HVAC system in my mother’s home July 2014. On 28 March, I noticed that my mother’s heat pump was not working when the heat was on in the house. I contacted a Heating and Air Conditioning company to come in on Saturday to diagnose the issue. The controller and capacitor were checked and determined to be working. A booster was placed on the capacitor which helped facilitate the starting up of the Heat Pump. Once the Heat Pump turned on, the technician determined that the compressor was not functioning and needed to be replaced. I told the technician that I would be getting a second opinion and he stated that would be fine. The total cost for this diagnosis service was $70. We contacted My Plumber Plus on 3 April and mentioned that they had installed the Air Handler and the Heat Pump in July 2014 and that the system was not working and that we would like to have to someone come check it out. The HVAC Tech came to the house and checked the capacitor and stated that it was out of specs. I told him that a technician on Saturday said that the Compressor was bad and needed to be replaced. The HVAC Tech stated that he checked the compressor and there was no evidence of Freon leakage and that replacing the capacitor would solve the issue and he would be charging me $349 for parts and installation. He verbally guaranteed us that replacing the capacitor would fix the problem. I saw the capacitor available on Amazon for $13.00 and told him that it looks like I could install it myself. He stated that he was going to install the part and check the system to ensure proper function. Once he installed the part, he had to manually start the fan and the compressor was still non-functional. He came to the conclusion that the compressor was indeed bad but still had to charge me $349 for the capacitor. He recommended replacing the whole heat pump. I felt that I was led to believe that the capacitor was bad. I communicated with Customer Service with no resolution.

  

  Business response

  05/03/2023

  Thank you for the information...I'll be researching the facts from our end, and will be in contact with the customer within 48 hours.

  Regards,

  ****

   

• Initial Complaint

  01/16/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My dispute is about the price that was quoted to me verses what I was charged. I had a gas leak and called the gas company. The gas company came out and tagged four areas that needed to be fixed by a plumber. The pipes were exposed, and no drywall removal was required. I called My Plumber Plus and was quoted two options. The first was to just fix the gas leaks for $500. The second option was to fix additional things unrelated to the leak for $1000. I opted for the $500 option. The plumber fixed the leaks in about a half an hour. I signed the invoice which was delivered to me electronically and discovered a bill for $1095. I had signed the invoice on a handheld device which made it difficult to view the charges. I argued my case with their customer service representative and the response was, you signed it. Although I realize that I had made a mistake, I feel as though I was misled and overcharged. The work required half an hour and very few materials (which I dont have an itemized list for). However, the customer service representatives response was, regardless of how much time it took, it was the agreed upon price for which I signed. I feel as though I had been misled and want restitution for the additional $595 I was charged.

  

  Business response

  01/30/2023

  From: ******************* <****************@myplumber.com>
  Date: Mon, Jan 30, 2023 at 7:51 AM
  Subject: Complaint # *********
  To: *********************** <****************@mybbb.org>
  

  
  
  

  We sent a  technician out for a customer on 1/15. Gas company had shut off gas due to a customer having a gas leak on pipes near the HVAC and water heater. Technician replaced gas valve & repaired gas leak in 4 areas. Inspector also found that the HVAC burner had a gas leak and recommended the customer to have an HVAC tech out. Customer stated she found another company.   We spoke to the customer's boyfriend on 1/16 and advised him that the homeowner was given 2 estimates 1 for $1,094 which included membership for Priority Club and 1 for $1,069 just to make the repairs that were needed and the homeowner decided to go with option of $1,069. Customer did sign the estimate as well as the completed invoice. 
  

  Thank you,
  

  
  

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

  
  

  My Plumber PLUS

  Customer Issue Tracking

  6897 Gateway Court
  Manassas, VA 20109

  Direct: ************ ex. ****

   

  Customer response

  02/04/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  Your response to my claim speaks to the issue I have with this entire situation.  Rather than acknowledging the misunderstanding, your response was you signed it. You ignored the claim that the price verbally quoted was not the price charged.  My friend was with me and had the same understanding of the proposed charge that I did: $500 for the repair and $1,000 for additional work. When the work was complete, the technician expanded the signature field of the tablet, causing the charge to not be visible.  Perhaps you can ensure that your technicians show the charge before having the customer sign anything. 
  
  I feel taken advantage of in a desperate and scary situation l am a single mother and schoolteacher and I feel like I was treated like some ignorant woman who doesn't know any better.  Even before addressing the potentially dangerous gas leaks, the technician tried to sell me a water conditioning system to prevent rust build-up in my WATER pipes.  I had a GAS leak! I feel like I needed to reach out to the Better Business Bureau because I feel as though My Plumber PLUS practices are not in line with a company that one should call for help, certainly not in an emergency. 
  
  Regards,
  
  *****************************

  

  Business response

  02/13/2023

  From: ******************* <***********************@myplumber.com>
  Date: Mon, Feb 13, 2023 at 2:03 PM
  Subject: Complaint # ********
  To: *********************** <**************@mybbb.org>
  

  
  

  Good afternoon, I met with our IT department to further review this customer's estimate and nothing was modified during the technician's presentation, or after the sale of this customer's price that was given. We are a paperless company as far as estimates and invoices and all communication is done through technicians **** when building tasks that are needed to present customers with estimates. When the technicians build an estimate for a customer and they present it on the view screen there is no way to expand or make anything appear or disappear, you  may only scroll up or down to get to the signature box. There may have been some form of miscommunication when the technician was discussing the cost of what was needed because for the 1/2"emergency shut off to gas it was $568.00 and to replace 1/2" exposed gas delivery system it was $501.00. Which is the total of the job that the technician provided at time of service. 
  

  Thank you,
  

  
  

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

  My Plumber PLUS

  Customer Issue Tracking

  6897 Gateway Court
  Manassas, VA 20109

  Direct: ************ ex. ****

  
  

• Initial Complaint

  01/03/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  My Plumber initially came to snake a toilet in my basement; they not only didnt resolve the issue, they A) almost broke my back flow during the work, and B) attempted to blame the issue returning on a belly in the pipe (which wasnt the cause) and charge me an additional $10,000. I had to get a second plumber to come out and do the job correctly. They took my money, didnt render services correctly or even technically, almost damaged my home, and then tried to charge me again for an unrelated issue to fix the work that wasnt done properly the first time around.

  

  Business response

  01/23/2023

  From: ******************* <**********************************************>
  Date: Mon, Jan 23, 2023 at 12:24 PM
  Subject: Complaint # ********
  To: *********************** <************************************>
  

  
  

  Good afternoon, We had a technician out to this property on 11/3 for a stoppage issue and at time of service our technician cleared the stoppage for customer. On 11/4 we sent our camera specialist out to camera the line which is offered as part of our service, when camera specialist was at property customers' stoppage was still cleared at that time however the camera of the line did show that the customer had a belly in the line. Camera tech gave the customer an estimate to repair. On 11/5 customer called our company back at 2:30pm and stated when her husband was in the shower the toilet downstairs was backing up again so we scheduled to send her a technician out for same day service. At 3:24pm the  customer called back in and canceled with us. Customer called back on 11/8 and was requesting partial refund back, she stated she had another company out that was disputing our work, we requested the customer to send in an invoice of what the other company had done so it could be reviewed by management. Customer agreed to send in the invoice  but we never received it.  My Plumber Plus did send  customer her video showing the belly in her line. If customer would like to send in an invoice from the other company showing what they had to do versus what we did at time of service it will be reviewed by management. 
  

  Thank you,
  

  
  

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

  
  

  My Plumber PLUS

  Customer Issue Tracking

  6897 Gateway Court
  Manassas, VA 20109

  Direct: ************ ex. ****

  
  

  Customer response

  02/06/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  From: ***** ******* <**************@*****.com>
  Date: Thu, Feb 2, 2023 at 7:03 PM
  Subject: Case number ********
  To: <[email protected]>
  
  Good evening,
  
  The vendor has posted false information and I need to correct it. Not only had they confirmed receipt of the invoice, they asked us to send it a second time because it didn’t have a price number on it; we didn’t provide this because the amount of money we had to spend a second time is irrelevant to their inability to perform the work we paid for. They don’t need that information, because they didn’t provide the services I paid for, almost broke a vital part of my plumbing, then tried to charge me a second time for a non-issue that had nothing to do with the issue we called them for in the first place.
  
  Regards,
  
  ***** ******* 

  

  Business response

  02/06/2023

  From: **** ***** <**********@myplumber.com>
  Date: Mon, Feb 6, 2023 at 9:00 AM
  Subject: Complaint #********
  To: ***** ****** <*******@mybbb.org>
  
  We will have to disagree with the customer's statement. The invoice that was sent to us on Nov.10,2022 from the customer's contractor was only showing us the contractors recommendations as to what our technicians should have done based on their opinions, it does not show us that customers 2nd opinion contractor had to re perform any portion of work that was performed by us. We did ask the customer to show us an invoice of what the 2nd contractor's work performed consisted of so that we may compare the information of services performed.
  Thank you 
  
  Dana C****
  
  My Plumber PLUS
  
  Customer Issue Tracking
  
  6897 Gateway Court
  
  Manassas, VA 20109
  
  Direct: ************ ex. ****

  Customer response

  02/06/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: once again, the business in question is lying; at the top of the document I submitted shows the work performed (“camera… found large amount of paper built up @ the back flow device”). The second plumber had to clear this clog, which My Plumber failed to do (along with almost breaking said backflow). 
  
  Regards,
  
  ***** *******  
  

  

  Business response

  02/14/2023

  From: **** ***** <**********@myplumber.com>
  Date: Tue, Feb 14, 2023 at 7:03 AM
  Subject: Complaint #********
  To: ***** ****** <*******@mybbb.org>
  
  We had a technician out to this property on 11/3 for a mainline stoppage. Technician cleared the line and everything was flowing at that time. Camera specialist returned to customers home on 11/4. At that time the camera located a belly in the line which was discussed and shown to the customer.***We do not warranty sewer lines that clearly show an issue*** meaning the belly in the line. Customer called us back on 11/5 for stoppage again and we had a technician scheduled to come back out that same day, before technician could arrive customer called us back and cancelled appointment because without us knowing what was going on customer wanted us to say there would be no charge for the visit on 11/5 which we could not agree on without knowing the issue. Customer was told we do not know if there would be a charge for that visit because we did not know what the cause of the issue was.
  Thank you,
  
  Dana C****
  
  My Plumber PLUS
  
  Customer Issue Tracking
  6897 Gateway Court
  Manassas, VA 20109
  
  Direct: ************ ex. ****
  

  Customer response

  02/14/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: this was already mentioned, and proven to be misleading; the first technician only LOOSENED the clog (which the second plumber verified), and the camera technician didn’t run the camera from the source of the problem (he only ran the camera from the outside piping to the street, where the issue WAS NOT LOCATED). The clog was close to the back flow (see previous message about this), and thus neither technician solved anything. When we called the second time to have My Plumber return, they tried to blame the original issue on the belly mentioned previously, which was again proven blatantly false (and now crossing the line of “predatory” with their attempts to further charge me over $10k to fix said non-issue). I’m tired of talking in circles at this point, because My Plumber has proven time and again they not only do the job correctly, they don’t stand by their product and try to grift unsuspecting customers. Unless the business is willing to either issue a refund or at the minimum a partial refund, I will not accept any response from them. I’m done with their lies (trying to say I provided no documentation from the second plumber I called proving My Plumber failed to do their job, then lying again about us not contacting them about our issue), and I will not stop rescind my complaint unless aforementioned action is taken. 
  
  Regards,
  
  ***** *******
  

  

  Business response

  02/22/2023

  From: **** ***** <**********@myplumber.com>
  Date: Wed, Feb 22, 2023 at 11:26 AM
  Subject: Complaint #********
  To: ***** ****** <*******@mybbb.org>
  

  
  
  

  I have spoken to our Director of Operations and I have discussed everything pertaining to this service call and at this point My Plumber Plus is offering to customers a partial refund. I have left a message for the customer so that we may discuss this further.
  

  Thank you,
  

  
  

  Dana C****
  

  
  

  My Plumber PLUS

  Customer Issue Tracking

  6897 Gateway Court

  Manassas, VA 20109

  Direct: ************ ex. ****

  
  

  ******** | ********* | ******** | *******

  Customer response

  02/24/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have verified the partial refund has been successfully issued to my account. While I strongly believe it should never have had to get to this point, I will accept this resolution, and consider the matter closed. 
  
  Regards,
  
  ***** *******
  
  

• Initial Complaint

  08/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We contacted My Plumber Plus on July 21, 2022 about inconsistent AC performance. A technician came out the following day to address the issue. He verbally guaranteed us that replacing the condensate pump and cleaning the coils would fix the problem. We agreed to the work due to his guarantee, and paid $1,026 for a service that did not solve the problem. The following morning, our house was 82 degrees by 8 a.m. We called My Plumber to request that a technician come back out. We were told that they would “definitely” have someone out by 6 p.m. that day. When we hadn’t heard anything by 5:20 p.m., we called and were told that they were not able to get anyone to us until “first thing Sunday morning … as soon as the technician clocks in, you’ll be his first stop.” The AC unit could be turned off then back on, which would allow it to work for 6-8 hours at a time, providing temporary relief. This, however, was the case before the tech came out on Friday. Therefore, it was evident that the work that was done on Friday was not effective. On Sunday morning, My Plumber tried again to reschedule us to “first thing” Monday morning (which we insisted not happen since it was 85 degrees in our home with two small children and two senior citizens). A technician then arrived around 1:00 on Sunday afternoon (so much for being their “first call”). He informed us that the thermostat needed to be replaced, which would fix the problem. He told us that we could shop and pick any thermostat that we wanted, then have them install it or replace it ourselves. (Our unit only w We had our usual HVAC technician (who had been on vacation during this time) come out the next day for a second opinion. He found the problem to be the contactor and control board. Neither of these parts were mentioned by My Plumber’s technicians but since they were replaced, our air has been running seamlessly. Communication with a Customer Service Manager for a resolution has been unsuccessful.

  

  Business response

  08/17/2022

  Thank you for the information...we will reach out to the customer directly to resolve the issue.

  Regards,

  Phil

  Customer response

  08/27/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  We have reviewed the response made by the business in reference to complaint ID ********.  The company offered a partial refund based on the customer service we received after reviewing the recorded phone calls and determining that the customer service we received by multiple members of their team was unacceptable.  While we appreciate the $400 refund, we are still disappointed that we paid for services that were unnecessary and did not solve our problem.  We will not be doing business with My Plumber in the future and encourage others to avoid them as well based on their unreasonable prices and unreliable service.

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

• Initial Complaint

  06/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I joined the My Plumber Plus Priority Club, $35 per month, for them to check my HVAC systems twice yearly to make sure they are functioning properly. Now with my ongoing problems, this Priority Club is more like I am paying them to come to my house to pressure me to buy new systems. Although both of my HVAC systems were only 6 years old, I fell into their pressure campaign of ended up buying two new HVAC systems. The sales guy was at least being honest that his company is not cheap, because his company has the most experienced and certified technicians, and so they would provide perfect installation of systems. Not so, here are my cost and the problems. The first HVAC system is a ****** 3.5 ton; I paid $10,500 for it. I thought the installation tech did a thorough job but there was a rusty metal extension not replaced as the sales guy promised to replaced the entire thing. Also the filter housing part was off because the door cannot be closed after inserting the filter. I complained to My Plumber Plus numerous times and asked for a manager, but no one returns my calls. The second sales guy promised that he has talked to his Manager Phil, that the tech installing the second system would address the problem, but the second tech said he had no idea about it. Long story short, after 4 months they finally replaced the rusty part, but still has not returned to replace the unfit filter housing part. The second HVAC system is a smaller ****** at 3 ton for second floor. But I paid $13,000 for it. The sales guy stated the inflation thing hence the higher price. Not only I paid $2,500 more for this second system, it also has not been working properly. It has been running 24/7 since April, but cannot keep the temperature down to even 75 degrees. Since then My Plumber Plus has sent over 6 techs including 2 supervisory techs (****** ******, ****** *****, *** *******, ******* ********, ******* *******, and *****); the problem sill exists. The second system needs to be replaced.

  

  Business response

  06/30/2022

  From: ******************* <****************@myplumber.com>
  Date: Thu, Jul 7, 2022 at 3:08 PM
  Subject: *******************
  To: *********************** <***************@mybbb.org>
  
  Good afternoon I just wanted to touch base with you on the claim for ******************* at *********************************Dumfries Va. We have had an install manager scheduled to go to this property a few times since last week and H/O keep's rescheduling. ************ was scheduled for us to come out again today but he has called in and rescheduled for us to come back out on Mon.7/11/22. I just wanted to let you know we are still working with this customer. Thank you, *******************
  

  Customer response

  07/08/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  Apparently ******************* does not have a full understanding of the situation, or ******************* just don't care about customer service or return of business. As I stated in my original complaint, MyPlumberPlus has visited my house at least 5 times since May and still has not isolated the problem. I did not reschedule any appointments; the company has cancelled or rescheduled several appointments because of various reasons, including required parts were not ready on the day of appointment; no techs available; and the weather is not hot enough to do more testing on the defective HVAC system. 

  I have attached some text conversations with MyPlumberPlus for your review; they speak volumes. The company started to work on the bad system before we had our newborn baby. Now our baby is one month and a half old, they still have not figured out what is causing the system to keep running but not able to cool the room temperature. I also wanted to share an experience with one of the techs named *******************************. When my wife asked him about what is wrong with the system. He kept telling my wife that he has “re-programmed” the thermostats and we should wait a week to see how it goes. My wife told him that the other tech did the same thing and that did not help. Then ******* started to argue with my wife saying he is just an installer and not a tech, that he does not know anything about troubleshooting HVAC. All he could do is work the thermostat. I was out sending my kids to school, and came home found my wife crying. For God's sake my wife just returned from the hospital after having our newborn baby, and she was still on bed rest. I immediately called MyPlumberPlus and complained about the incident. 

  Next week is the last time I will accommodate MyPlumberPlus to do more testing. I hope they find and fix the problem. My next step is to start the court process to get a full refund of the system if they refuse to replace this defective system. Before I do that, I will contact **** ********* directly, if my complaint does not make it to his attention. 

  I just responded to the company's reply.  I am not sure if I have attached the text screenshots properly to my response.  Here are the text conversation screenshots I had with MyPlumberPlus. 

  
  

  Thank you,

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

  Regards,

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

  

  Business response

  07/11/2022

  I will be getting with my team today to gather our information, and will be in touch with the customer.  The screen shots of the text messages did not come through, so I can't see the text chain.

  Regards,

  ****

  

  Business response

  07/15/2022

  From: ******************* <****************@myplumber.com>
  Date: Fri, Jul 15, 2022 at 3:05 PM
  Subject: 17467705
  To: *********************** <***************@mybbb.org>
  
  Good afternoon, I just wanted to give a follow up on this claim we had our managers out to this property on Mon.7/11 and this is what was stated... Checked system operation, found refrigeration levels correct, subcool rated: 11 degrees actual: 11 degrees, superheat actual: 18 degrees, air flow at proper setting, made further adjustments to dampers, confirmed airflow balance, checked duct work for loose connections or kinks, found none, replaced return box in basement system for easier access of filter removal. follow up on 7/12 from Oscar: customer stated that system seems to be working properly, informed me that he had to set temperature higher due to it being cold upstairs. Informed customer to reach out to My Plumber if he experienced any further issues. I have also left a message for H/O to follow to see how system was performing. Thank You, *******************
  

  Customer response

  07/18/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  The problem has not been fully addressed. I appreciate the management team came out to see the problem first hand. The second floor HVAC system still cannot keep the floor cool properly. 

  After the July 11 visit with the damper adjustment, we agreed to monitor the system (set at 70 degrees) for several days. On the first day, my master bedroom (was the hottest room) did feel cooler at night, so we decided to keep the temperature setting at 72 degrees, though the temperature was never brought down to 70 degrees by the HVAC.  Even setting at 72, it still lingers at 73 and 74 degrees. With the systems running 24/7, it is still hardly been able to get to 72 degrees.

  As you can see in the attached text conversation, we are experiencing another problem. The master bedroom is cooler now, but the other two rooms are getting warmer, again even the HVAC is running 24/7.  

  I wish to only communicate with the problem solving team, not anyone who just wants to close this file. I believe the July 11 visit was the 6th try to fix the problem since the initial installation back in April. I have been accommodating all visits, mind you I have a 3 kids to take care of, and the 3rd is a newborn baby. Do you know I have to make arrangement with family and work to accommodate all these MyPlumberPlus visits? Do you realize every visit is an interruption to our normally daily life? 

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

  

  Business response

  08/22/2022

  From: ******************* <******************@myplumber.com>
  Date: Fri, Aug 19, 2022 at 3:07 PM
  Subject: Complaint #********
  To: *********************** <**********@mybbb.org>
  
  Good afternoon, following up we installed a new evaporator coil for customer on 7/29/22 after install we had HVAC install manager following up with customer until he went back out to the property on 8/12/22 at this time managers summary for customer is as follows: 
  Changed damper settings to feed more air into bedroom next to master bedroom. Checked temperature of after one hour of run time and found adjustments to be accurate. Checked system parameters; Sub cool rated for 80 degree day: 16 degrees, actual: 16 degrees, Super heat rated: 8 to 18 degrees, actual: 17 degrees, Delta T: 17 degrees, airflow set to 1250 cfms, unit cooling properly according to manufacturers specifications. If you have anymore questions or concerns please feel free to contact me.
  
  *******************
  
  My Plumber PLUS
  
  Customer Relation's Manager
  
  *******************************
  Manassas, VA 20109
  
  Direct: ************ ex. ****
  

  Customer response

  08/29/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  The company response is all French to me. Any customer would expect a professional write up would be understood by human beings, not just tech guys. 

  Anyway, that installation manager is playing *******; he showed up once in this over 3-month struggle to get the system to work properly. He gave me his number and said I can reach out to him with any questions/concerns. I contacted him a few times; have not received any reply yet. 

  Anywho, after the last visit, we agreed to monitor the system for a little while to see how it works after the coil replacement and damper adjustment. I am been in contact with the lead tech (Field Supervisor); the system is not yet quite operating normally, because it is still not able to maintain the temper of just 72 degrees even it runs all day long. 

  Speaking of the system running 24/7, over the more than 3-month period, literally we suffered the entire Summer with irregular cooling, especially with our newborn baby & mom; not just emotionally, but financially because the 24/7 running of the defective system has increase our utilities usage. Comparing to the same period last year, the daily electricity usage has went up as much as 40%. 

  Yet it does not appear to me this whole time MyPlumberPlus has been focused on the customers pain. If there is such thing as customer care, I would think someone would jump out and ask why it is taking this long to fix this customers brand new HVAC system? Since the beginning I had to call for repair continuously, yet every time they sent a tech, he had no idea what the problem was and if anything was done to it. Then I had to explain again and again when a new tech came over, and they sent a different guy every time. Man that was annoying! Not to mention that rude guy yelled at my wife and made her cry. Dont forget she just had a baby and still at bed rest! 

  I had no other choice but to file this BBB complaint in hope to get some real attention. Thankfully they finally realized its better to have a single tech team to address the problem so the team would keep track to the progress.  It appears to me MyPlubmerPlus is operating with a cookie cutter process with now record keeping or knowledge management since the techs come with no knowledge of my HVAC problem. 

  Enough said.

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

• Initial Complaint

  06/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company has been charging me for over a year, even though I cancelled. Every month I call to cancel and get a refund, and the very next month I get charged again. I have sent them emails, tried to talk to a supervisor numerous times, but they are always unavailable.

  

  Business response

  06/10/2022

  Customer signed up for our Priority Club membership in April 2021 which has a 1 year commitment. Copy of contract attached. The first cancellation request received post 1 year was received and processed on June 9th. The contract is terminated.

• Initial Complaint

  06/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I wish to dispute over the fact that myplumberplus charged me over $11k when the only estimates I was given amounted to a bit over $5k. I had hired an hvac tech, plumber, and electrician from this company. I received 3 estimates from the hvac tech and the electrician but nothing from the plumber, so I assumed that I would get a quote another day. Turns out that he directly charged the card I had on file. When I went to the accountant to figure out what happened she told me she would send me the invoices which would tell me everything that my money was used for, which she did, and also find out why the plumber never gave me estimates. She has yet to do the second half and has failed to reply to all of the voicemails I sent her over the last two weeks and my requests for an explanation regarding the plumber that I sent via customer service.

  

  Business response

  06/22/2022

  Thank you for bringing this to our attention.  We will gather the necessary information, and reach out to the customer directly.
  
  Regards,

  Phil

  From: ******************* <**************@myplumber.com>
  Date: Tue, Jun 28, 2022 at 3:25 PM
  Subject: Case #********
  To: <**************@mybbb.org>
  
  We have spoken to the  customer and this matter has been resolved. If you have any further questions please give me a call or email. ******************** or ****.*****@MyPlumber. Thank You, Dana C********
  

  
  

  Customer response

  06/28/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. They explained what happened and also why they acted the way they did. I shall be more aware in future, but doubt that I shall work with this company anymore given I would not have heard the reason without having going through the BBB.
  
  Thank you for Everything,
  
  *********************
  
  

• Initial Complaint

  05/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a brand new ******* Unit Evolution extreme electric 20 seer multistage system $21,518.00 July 8, 2020 was charges another $1,578.00 for a Whole house air scrubber and a fee for $717.00 for Attic access for installation. I DO NOT HAVE an attic. There was no access to entry to an attic. The unit in a closest in the kitchen. After 8 months of fighting with them I was able to recover my $717. But I have had issues with the unit from the beginning because it was never installed properly from the duct that connects to the unit to the latest situation I am currently having due to 1 tiny little orange plug that was NEVER removed. If My Plumbers Plus would have taken the time to read the instruction manual which was NEVER OPENED BY THEM, they would have clearly seen written in bold Please be sure to remove orange plug for proper flow that caused condensation to drip directly onto the motor below causing a short and failure. This explains why I was awakened with my chest hurting and my throat burning from the awful odor the engulfed my home and woke me ** in the middle of the night which triggered a service call to My Plumber Plus on April 14, 2022 at 2:35am. At this point, I would like to be reimbursed for all invoices because I have had to call outside contractor to do the fix all the problems and close my relationship with My Plumber Plus. I have lost all confidence in the company due to the many many many issues I have had from the very beginning dating back to July 2020 when it was first installed. And the company has put my health in danger due to the inadequate installation of the unit. I am still having breathing problems and a funky taste in my throat from the odor on April 14, 2022.As you can see from the pictures the damage caused by the condensation.

  

  Business response

  07/20/2022

  rom: Dana C********* <***************@myplumber.com>
  Date: Wed, Jul 20, 2022 at 1:41 PM
  Subject: ********
  To: *********************** <****************@mybbb.org>
  
  
  Following up about claim #******** this matter has been resolved with the customer. Thank You, Dana C********

• Initial Complaint

  04/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In November 2021 I had work done on a bathroom toilet from My Plumber. I paid and signed for the repairs that day as required in order to get the work done. Then on April 4th I received an email requesting payment for the same work paid for in November. I tried calling to resolve this issue and the service representative took all my information without asking any information regarding the bill and then tried to transfer me to someone else and I was then disconnected. I do not owe this money and I am concerned that this could be some kind of scam. The invoice/receipt that I was given for paying for services rendered in November is now the same invoice/receipt they are using to claim that I still owe for this money. (The address and phone number I provided is where services were rendered at the time. I have since moved.)

  

  Business response

  04/12/2022

  After My Plumber Plus completed work for ******* ****** on November 19, 2021, she provided our technician with a credit card for payment. The card she provided was denied for the payment due.

  We attempted to contact this customer to request another payment type or card that could be used to take care of her outstanding balance. We tried the telephone number and email address on file as well as sending a request letter but received no response from her for the past due amount. 

  Now, we understand she received our email attempt to request payment, and has subsequently contacted the Better Business Bureau.

  In good faith, we would ask her to reach out to us to make the payment for the amount she owes in order to finalize our records.

  Customer response

  04/16/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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,
  
  ***********************
  

*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. ↩