Complaints

This profile includes complaints for Beacon Plumbing & Mechanical Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Beacon Plumbing & Mechanical Inc

  8611 S 192nd St Kent, WA 98031-1202

  
• 

  Beacon Plumbing & Mechanical Inc

  1310 S Vista Ave Boise, ID 83705-2579

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:02/15/2025

  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 have attached the entire email conversation that my wife had with the company. We called Beacon Plumbing because our elderly widowed neighbor's sewer was backed up in the exterior cleanout. I had already spent two days working on it myself to try and clear any clogs. The attached email chain explains in more details what transpired that day. During the initial phone conversation my wife had with ****, their Senior Manager, he told her that he would do a "QC - PR Review". Per the email chain, he chose to close the matter without doing a full quality compliance review. At minimum, Beacon Plumbing should do a full internal review and provide a refund of $725 for the unjustified charges.

  

  Business Response

  Date: 02/18/2025

  Beacon did do a comprehensive review. Upon determining that this was not their property, and the homeowner decided to hire a different company.  Information was requested to verify that had authorization to deal with this matter and no response was received after a couple requests. 

   

  Any information sent via email has a disclaimer attached to it preventing distribution of confidential emails that was also violated.

   

  This complaint should be removed as the complaisant has no authority in fact they are renters next door. and they violated the disclaimer communications.

  See disclosure below

  WARNING:The information contained in this email is confidential, and WORK PRODUCT privileged information that is intended only for the indicated recipient no copies or any distribution without the written authorization of the author is strictly prohibited. If you have received in error or if you are not the intended recipient of this email, you are not authorized to read, copy,download, store, forward or distribute. Any use of this information other than by the intended recipient is strictly prohibited. Please permanently delete this correspondence and immediately advise the sender that you received it in error. 
  

  Customer Answer

  Date: 02/23/2025

   
  Complaint: 22945630
  

  I would like to take this opportunity to Reject the BusinessResponse. To state that Beacon Plumbing performed a comprehensive review is disingenuous.The company stated to my wife that a comprehensive review would include three leaders of separate departments (i.e. Operations, ***************** and **************** to do a full Quality Compliance and Performance Review. Hence the email subject line being exactly what Beacon Plumbing asked my wife to put QC-PR Review.

  If Beacon Plumbing did perform a comprehensive review, they would have discovered that we were transparent about our relationship to the property from the beginning. When my wife initially called Beacon Plumbing, she stated we are neighbors. The technicians that were at the property knew we were neighbors. One of the technicians during the initial visit met and spoke with the homeowner. In addition, when my wife called the company the second time,she spoke to **** ****** (owner of Beacon Plumbing) and he knew we are neighbors. As stated in the email attached to the original BBB complaint, my wife did not respond to any further requests from **** at Beacon Plumbing because he chose to close the review. So, my wife then forwarded the email chain to legal counsel, and I instructed her to no longer communicate with ****. Beacon Plumbing received authorization from the homeowner while on-site for me to handle this matter. As stated in the attached email, the other company was not HIRED, they came and volunteered their time and resources after they heard our story. The other company successfully cleared out the clogged pipe within two hours.

  Again - if Beacon Plumbing did perform a comprehensive review,they would have discovered that their technicians manipulated the contract by forging my initials after I received my carbon copy, and they left the jobsite.Forgery is a felony under RCW 9A.60.020. For the company to dispute my assertion and tell my wife he will buy her a cup of coffee or two after court just further proves that Beacon Plumbing needs to be held accountable.

  In summary, my wife and I are authorized by the homeowner to handle this matter with Beacon Plumbing. We did not violate any communication laws as all the information within this email chain is not confidential and is not the work product of any attorney. I also have the right to consult with legal counsel on this matter. We have reached out here to the BBB in another attempt to resolve this matter, but it appears we need to highlight the unethical business practices of Beacon Plumbing.
  
  Sincerely,
  
  **** Wine

  Customer Answer

  Date: 03/03/2025

  Please see the attached Authorization Letter per your request.

  Thanks!

  ****

  

  Business Response

  Date: 03/07/2025

  Beacon stands by the original response. Beacon is only seeing this authorization letter now. It was requested repeatedly and was ignored.a reasonable person would question why.

  Beacon will refer the complaintent to the warranty section of the contract. The contract and its terms and pricing were agreed to in advance before any work began.

   

  Customer Answer

  Date: 03/07/2025

   
  Complaint: 22945630
  
  I am rejecting this response because Beacon did not perform a QC-PR Review and did not request any authorization letter. As per the originally attached email chain between Beacon and my wife, there was no ask for an authorization letter and it wasn't until AFTER Beacon closed their review did Beacon ask for the name and phone number of our neighbor, but never requested a letter. Again, I told my wife to seize communication with Beacon after they told her they would "buy her a cup of coffee or two after court". I respectfully request Beacon to review their documents again and review that the "contract" was FORGED with my initials AFTER the technicians left the work site where no work was performed. 

  
  Sincerely,
  
  **** Wine

  

  Business Response

  Date: 03/17/2025

  There was a review performed. The complainant was informed of this. There  a second review was performed and has been explained repeatedly.

  The part refuses to acknowledge the terms of the contract.

  Beacon does not believe the contract was forged the complainant has not supported or provided the evidence. If they believe the contract was forged they were advised to call the police.

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 22945630
  
  I am rejecting this response because of the following:

  1. Beacon claims a review was performed and we were informed of this. This is false. The only communication we have received from Beacon was included in the email chain where they just closed the review once we pointed out that the initials were forged on the invoice/contract.

  2. Beacon claims a second review was performed and was explained repeatedly. This is also false. Again, the only communication we have received from Beacon is all included in the email chain that was attached to the original complaint.

  3. Beacon claims we did not provide evidence to show that the contract was forged. This is also false. We provided the copy of the yellow carbon copy we received from the technicians. Beacon provided a copy of the white copy that the technicians retained. It is obvious from the photos provided in the email chain attached to this original complaint that we provided the evidence that the technicians forged my initials on all the statements in the Technicians Punch List.

  4. Beacon claims they advised us to call the police. This statement is also false. No where in the email chain did Beacon advise my wife or myself to contact the authorities. Can Beacon provide evidence?

  Beacon continues to provide false statements. Please review the facts that have been provided and you will see that your technicians failed to perform their job duties. This continuance of making false statements further highlights the shady business practices of Beacon Plumbing.

• Initial Complaint

  Date:01/27/2025

  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.

  Beacon Plumbing came to do some electrical work in my manufactured home. They took advantage of me on the pricing but I can't do anything about that now. However, I can no longer use my microwave at the same time I use my coffee maker and THAT'S a problem they caused!I've written three letters to them, none of which have been acknowledged. I was asking about sending someone to fix the problem they caused - crickets. I've left messages - crickets. At this rate I'll die before they make good on their promise to return and fix things. Is it that they just take advantage of senior citizens? Do they believe if they ignore me long enough I'll just go away? That's infuriating! Please help me ... thank you.

  

  Business Response

  Date: 01/27/2025

  Beacon believes the customers issues were addressed. a panel swap out was done with an upgrade to the service and all code upgrades. This work was not overpriced.

  A panel swap upgrade does not address all concerns if the internal circuit is carrying to much of a load it will cause the breakers to flip. The panel was changed in tis home not the internal wiring. A second circuit was explained to the customer and that work was declined. If the customer would like another technician to come out and take another look, she may call any Beacon number and asked for the ** MGR

   

• Initial Complaint

  Date:12/16/2024

  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 Beacon Plumbing on 12-11-24 because I had an issue with my furnace fan blowing constantly. They sent two technicians/ one in training and they were able to address the issue and my furnace is now working correctly.Before leaving my home the lead technician asked me if I would be interested in Beacon Plumbing's "Preferred Customer Program", which cost $400 per year. After some discussion I said yes and added the cost of the program to the amount they charged for servicing my furnace. The lead technician stated that I could cancel the "Preferred Customer Program" at any time.He did not provide any other information about the program by way of a flyer or other company documentation that explains what is and is not covered under the "Preferred Customer Program", nor that the cost was non refundable. The next day I called Beacon to cancel the program and after several calls finally got through to manager ****. He asked me to send him a copy of the invoice which shows the amount I paid for the furnace service and the $400 I paid for the *************************** Program".No where on my receipt does it state that this program is non-cancellable or non-refundable. I've been getting the run around from **** ever since, as he refuses to refund my money. I've never had an experience where a senior manager in a company would ******** a customer for requesting additional information about a product or service. Additionally, **** called me on the phone and was extremely rude, argumentative and condescending, this is no way for any organization to treat a customer. Buyer beware with this company.

  

  Business Response

  Date: 12/17/2024

   

  The records of this call show that the customer made multiple allegations against the Tech the Sr **** had ask for a phone call with the Tech and the customer. The customer refused and started personal attacks against the ****

  What is left out here is that the customer was afforded a **************** plan and also prepaid the following years service. When you fail to let some one finish a single sentence there can be confusion. 

  The customer was told multiple times if he could calm down and call back they can finish addressing the issue.

  EMAIL SENT TO CUSTOMER 12/16/24

  *** I do not respond to personal attacks.
  Please refer to the cancelation clause under terms and conditions on your contract.
  
  Until I can verify this, the contract is in force. I believe the confusion can be cleared up in a single phone cal;l without personal attacks.
  
  Have the best day.

  Customer Answer

  Date: 12/17/2024

   
  Complaint: 22695648
  
  I am rejecting this response and here's why:

  
  Here are the facts as I recall them. On 12/11/24 at 1056 am Beacon Plumbings manager M called me on the phone and stated that I was on a recorded line. I dont recall giving my permission to be on a recorded line, but nevertheless if Manager M did record his phone call, Beacon Plumbing must have a record of that recording.
  I am requesting that I be provided a copy of the recorded conversation and that a copy be provided to the BBB as well.  I did not personally attack anyone as Mgr. M insinuates. All I am asking for is a refund of the money I paid for a program that offers limited value at best.

  
  The prevailing factor here is that I was told by the technician that I could cancel Beacons Preferred Customer Plan at anytime and that is what I am requesting. 

  
  Other reviewers have made similar claims against this company and those claims are public record. I have no issue with the quality of the work that the technicians did in my case, but the way that I was treated by this company as a customer is appalling.   All of the other reviews regrading similar tactics by this company cant be wrong. 
  Sincerely,
  
  *** ******

  

  Business Response

  Date: 12/19/2024

  The customer has been given multiple opportunities to contact Beacon for resolution. The customer makes allegations and at the end of the day the concern is addressed in the contract.

  The Mgr. welcomes the customer to come down to the office and listen to the recording perhaps then the Tech can explain. The customer mention it was a great service the question remains why he refused to have a discussion with him? Discounts were afforded on the work done and extra benefits were afforded to this customer due to his service as a police officer.

  Customer attempts to use past complaints from 30 years in business. We exceed ****** calls a year in a field that typically has alot of complaints. We have less than .001 percent complaint ratio our average score. Across all platforms in 4.4 stars and we try hard every day to do better. We do not see other complaints regarding our customer service plan so it appears the customer is reaching.

  Customer Answer

  Date: 12/22/2024

   
  Complaint: 22695648
  
  I am rejecting this response because:

  Senior Manager **** J stated that I signed a contract  when the tech was at my residence. If the senior manager is referring to the notation that tech wrote on the invoice as the contract no where on the invoice does it state that the program is non cancellable. If this is not what he is referencing as the contract I signed I am requesting that he provide said contract.

  **** J
  "***, The contract has been reviewed and the techs have been interviewed. The contract and the deal the tech made with you is in force. I also note that the contract was not cancelled as required. I requested that we speak with **** so he could explain what he did for you as a courtesy. He did indeed offer to service your furnace next year at no additional charge and also gave you a service plan. He save you a bit of money"

  Secondly, I am open to having a discussion with someone else at Beacon Plumbing besides Manager **** *. Thirdly, why can't Beacon Plumbing provide a copy of the recorded conversation I had with **** J by attaching it here as a Wav file and sending a copy to me. 

  Lastly, I hope that this complaint serves to inform others when choosing a plumber.
  Sincerely,
  
  *** ******

  

  Business Response

  Date: 01/10/2025

  Beacon stands behind their original response.

  Customer Answer

  Date: 01/17/2025

   
  Complaint: 22695648
  
  I am rejecting this response because:
  I stand by what I have stated in my complaint. Folks choose a different company for your plumbing services when you need them.

  Any company that uses bait and switch tactics with customers do not deserve your hard earned money.
  
  

  

  Business Response

  Date: 01/28/2025

  The customer was given price reductions based on the membership. Customer wishes to cancel and keep the price reductions that is not possible. In addition, contracts have cancelation procedures that where not followed. The customer has a copy of that contract, and it is listed under terms and conditions as shown on attached.

   

• Initial Complaint

  Date:11/20/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally express my concern and request a resolution regarding a recent service provided by Beacon Plumbing following the power surge on November 18th, which affected several homes in our area.On that day, a service engineer from Beacon Plumbing, ******, was invited to investigate our home at ********************. After conducting his inspection, ****** claimed that all of our electrical panels were broken and that everything needed to be replaced, estimating a total cost of $6,061 (after discount). Shocked by this assessment, we were led to believe his judgment was accurate, given his experience. As a result, we signed the contract and paid half of the price ($3,030) as required.However, just five minutes later, after resetting the panel ourselves, we discovered that everything was functioning properly, and no issues were present. The following day, we called in a second ********** who thoroughly inspected our home and confirmed that there was no damage from the power surge. In fact, our electrical system was completely unaffected.When we contacted ****** and his manager at Beacon Plumbing to explain the situation and request a refund, we were informed that since we had signed the contract, they would not issue any reimbursement, regardless of the inaccurate diagnosis.Given the misleading and incorrect evaluation that led us to sign a contract under false pretenses, we believe we were unfairly charged for services that were not necessary. We respectfully request a full refund of the $3,000 paid for the unnecessary service.We hope to resolve this matter promptly and appreciate your attention to this issue.

  

  Business Response

  Date: 11/20/2024

  This customer was informed of the process to request a refund. There is a process to facilitate this. The Sr **** had a single phone call and there are issues that need to be addressed.

  When people are yelling in the back round it makes it hard to communicate and can escalate the situation. The customer stated he was heading into a meeting and did not have time. The information is still needed to process a refund.

  The customer is encouraged to call back without people in the back round yelling and address the concern in a professional manner.

  The Customer has the Sr **** direct line, we encourage him to call.

• Initial Complaint

  Date:10/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm shocked that I had such a bad experience with such a reputable company. Had a emergency plumbing incident where my first floor flooded and I needed a plumber to check out my pipes leading out to the septic tank.Beacon arrived a few hours later, spent about 20 minutes unclogging the drain, and charged us $968 (They charge $75 just to drive out). The plumber flushed all the toilets in the house afterwards to show that it now worked. I left for two days to attend my monthly military service immediately after he left and didn't use any of the water/bathrooms/shower/etc because I was gone.I returned home 72 hours after the plumber "fixed" my issue only to have my bottom floor flood as soon as I started using water to wash my fatigues.I called again and they said that while they do offer a 1 year guarantee on plumbing and labor, this does not fall under that (because cleaning my plumbing doesn't fall under plumbing) and that they would charge me an additional $968 to do the same exact thing they did just three days prior.Whats the point of saying 100% satisfaction guaranteed if you dont actually hold up on it? Clearly I was not satisfied with the work done.UPDATE: I just had a different plumber come in, they said that Beacon didnt even clear the drain properly and that they only did a temporary fix. Beacon didnt even dig up the lid to the septic tank to properly inspect the drain; they dug 1ft and gave up. I had the other guy fix it for 1/2 the price, install a riser so I can access the septic AND he has a 30 day warranty unlike Beacon.I contacted Beacon requesting a refund but they refused

  

  Business Response

  Date: 10/22/2024

  Beacon is sorry that the customer is unhappy with the service. 
  
  The contract states this was an attempt to clear and inspect the mainline. The customer acknowledges that the line was clear and the sewer was draining before the tech left the home. The customer signed to this effect in 2 different locations on the contract.
  
  The front of the contract also states in bold letters that this was an attempt to clear  and that there is no warranty. This is also under the terms and conditions of every contract.
  
  There are many reasons for this. two are below:
  1) We do not know what the customer is putting down their drain. Or if they are in or out of the home.
  
  2) If we guaranteed the clearing,  If a line is collapsed or the main line needs replacing an $805-dollar bill we would be responsible to replace that line, which could run into $10,000 of dollars.
  
  If there is a much larger issue, Beacon will typically credit some and in some cases all of the drain clearing fee. We take responsibility for our work and are committed to resolving any larger issues that may arise.
  
  Beacon explains that if this is the same issue, it will be chargeable. If there is another issue, Beacon will bid that work before proceeding forward and price it as if we had never left.
  
  Beacon did the job they were contracted to do and the did so successfully.
  

• Initial Complaint

  Date:09/14/2024

  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.

  The city of Lacey on 8/20/24 informed me of a significant water leak(6,500 g/ day). I called Simply Leak Detection and got an appt for Monday 8/26/24. I reached out to Beacon Plumbing and told them I had no clue where the leak was at this point. I was quoted a $75 service call. **** G and his apprentice arrived at 12:30pm on 8/22/24. **** *. asked if I minded if he dug a small hole. He dug a 1ft x 1ft x 1ft hole exposing the section of water line ***** inches from the city meter. He told me Beacon could do the repairs after the leak was detected. I asked if they would be able to come Monday after the detection and he said he would have to take a deposit for half the services. I was quoted from the Beacon handbook for digging a 4ft x 4ft x 4ft hole and repairing the pipe for $2,218.56 including the $75 service call. I paid $1,109.29 at 1:30pm. I was not given a copy of that estimate/receipt as **** told me to take a picture with my phone. What that picture did not show was all the policies and warranty information on the back of it. **** never informed me of a cancellation fee. How was I to know if I wasn't told or given a proper receipt? At 10:56 am 8/24/24 I called to cancel services. The woman that answered the phone asked which plumber and service location and that she'd let him know. I asked about a refund on my deposit and she said call the office Monday morning. During the call with her I was still not informed about the 25% cancellation fee if canceled after 24 hours. When I asked **** *. via email about fees; I received an email with a copy of the receipt I signed the front of with additional charges written (and highlighted) on it. Which was added after it was signed and a copy of what I suppose was the back of the estimate I had never seen.**** J sent an email telling me if I call with my credit card number he will refund me $230 out of $1,109.29. I feel, under the circumstances, I should only be held accountable for the $75 service call.

  

  Business Response

  Date: 09/26/2024

  When faced with the customer's refusal to engage in a conversation, it presents a significant hurdle in resolving the issues at hand.
  
  The customer, after providing a copy of the contract to the senior manager and inquiring about the charges, The *** engaged in a discussion with the **** to determine the work that was done. The work and fees were then clearly shown on a copy of the contract for confirmation and clarity only.
  
   A cancelation fee was imposed since this contract was not canceled  for several days past  the designated time frame. The work was started parts ordered, and schedules were made.The customer was shown this amount on 8/30/24, and despite several attempts, there were no communications until 9/20/24. There were no objections or complaints, in fact the final
   response was: " There is no need for more time to think. I will send your certified copy next week."
  
  The customer signed the contract and acknowledged that they received a copy of the contract and tha that they read the terms and conditions on the back. It is nice that the customer's husband was able to trade for the work, but Beacon began the job, spent time on the job, and did work, and a valid contract is in place.
  
  The customer seems intent on going to court. While this is sad it is apparently the customers wishes. 

  Customer Answer

  Date: 09/29/2024

   
  Complaint: 22287417
  
  I am rejecting this response because:
  It is a fabrication of conversations. I never said I didn't see the estimate. I did sign it and then was not given the top white carbon copy. Instead the tech told me to take a picture. If I had a copy I would have read the back and cancelled Friday afternoon and not Saturday morning. I also never said I would not engage in conversation.  I told the manager that I wanted all our conversations in writing as all of our conversations have been twisted on me. After my call to cancel on the 24th of August. The wo.an told me she would cancel my call with the specific tech. She said to call Monday regarding my refund. I did call and talked to the manager the morning of the 26th of August and  sent an email 8/26 in the afternoon. I was replied to; saying I did not cancel until that day which was not true. He said he'd check his numbers and get back to me. I was told I'd be able to call for a refund on my card after he figured the amount.August 30th I reached out again asking my refund amount. He was having IT problems and said he'd get back to me but he believed I'd get back$230. Monday the 9th of September he emailed saying he hadnt heard from me but had never got back to me when the IT guys were done. That my refund would be $230.61.The charges would be $878.64. This whole ordeal has definately changed how I will trust the scope of any business from here on out. I will attach some images of my call to cancel and my texts with their tech.
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:04/05/2024

  Type:Customer Service 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 Beacon come out to our house after our water heater failed and flooded our basement. While pricing was high, we needed to get this fixed asap. Ever since then, it has been NOTHING but a hassle dealing with them!Our home owners insurance has requested some information in regards to the water heater. Both them and I have attempted to get such information and have been stone walled. Every single time I've called, I get sent to the "manager's line" after explaining the insurance company is requesting a diagnosis on the water heater that failed. No one ever answers that line, so we leave a message and never hear another thing back. Normal customer service says only a manager can deal with this. This morning, when I attempted, for the dozenth time, *** asked me if I had the invoice and I told him I'm asked this each time I call in, I just need the manager. His response was, and I quote "I didn't ask for your **** story, I asked if you had an invoice!"This company is HIGHLY unprofessional. I NEVER treat my customers this way, nor would I.

  

  Business Response

  Date: 04/05/2024

  Multiple phone calls were returned to this customer. Including a discussion with his wife. The proper number was given to contact her husband and that call was also returned.

  There is a single person that usually deals with insurance issues. He is very skilled helping our customers maximize their benefits.

  If no contact was ever made it is difficult to understand how the customer previously sent in an invoice.

  The customer had the mgrs. direct line if he does not leave a message there is no way of knowing if he called.

  Customer Answer

  Date: 04/06/2024

   
  Complaint: 21535882
  
  I am rejecting this response because: ****, who called me this evening, said he has returned my calls multiple times. The only incoming from Beacon I have was from him and *******, today. I am currently working with ******* on getting what I need.

  I also NEVER said there was no contact. Only that we get transferred to a "managers" line to go to voicemail, which is not returned. Yes, you spoke to my wife the FIRST time we called to get the info, which you promised you would send. We never got anything. Since thing this is all we have had, trouble. **** was extremely condescending on the phone and would not let me get a word in until I had to raise my voice to tell him to stop interrupting me. 

  The response they provided to this complaint is nothing but gas-lighting. I will continue to only work with ******* on getting the info we need considering he's the only one who has shown any courtesy. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:03/20/2024

  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.

  September 14, 2023, Invoice #***** / #***** , Amount ******. Statement on Invoice: "Customer called in due to a noise coming from her tub, shower, upon arrival and do any diagnostics. I found it to be a **** posi temp cartridge that was making the squealing noise, and I was able to quote the client and get her issue, resolved by replacing the cartridge. I also did look at the valve body and informed the client that it does have pretty severe corrosion, and that it would be in her best interest to save to get that replaced in the near future. I also did inform the client that valve cartridges are like car tires if ones going bad the next ones on its way out and she should be looking at replacing the one in the master bathroom next." The problem was simply a toilet valve that was fixed in 15 minutes with a sixteen-dollar part. This is not an uncommon problem and is obvious to anyone with any toilet experience. Add to the issue that my mother-in-law is in her 60s and was taken advantage of.

  Customer Answer

  Date: 04/13/2024

  Please find attached authorization letter.

  

  Business Response

  Date: 04/16/2024

  We pride ourselves with customer service. We provide upfront pricing and try to communicate clearly on every project, from going over what the work will entail, pricing and description of work, then walking through the project once completed. Once that is done, we go to the extent of doing quality assurance calls and send a review link for them to share their experience online. All of which was done with the homeowner, ***********************.

  *********************** was a *** to work with, and for. She had found our company through Yelp and we responded immediately. Our journeyman licensed plumber (****) called her when in route. Upon arrival **** and his apprentice (****) were greeted and led to the bathroom that was making the squealing noise.After testing all fixtures in the restroom, he had concluded that the shower cartridge was the issue. He had drafted a proposal, gone over the options with ***********************. Once she signed, and agreed to have the work performed, **** had swiftly made the repairs. Once this was done, all fixtures were run again, and the once squealing shower, was now quiet.
  
  **** had walked the project with *********************** once it was completed to make sure she was satisfied with all work performed. Once **** had left, one of our receptionists had reached out to ****** to discuss the project and ensure that she was satisfied with all work performed. In that conversation, she said she gave authorization to **** to perform the work.There was no longer a squealing sound in the bathroom, that **** had walked through the job once he was done and that she was thrilled. She then told out dispatcher that she also posted a 5* review online because she was so pleased.
  
  *********************** was lively, competent, and coherent. To infer that she was anything but astute is a reach. Suggesting that our plumber took advantage, when all we did was communicate throughout the service that which we provided and left the homeowner ecstatic of the experience. 

  Customer Answer

  Date: 04/22/2024

   
  Complaint: 21463502
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 04/23/2024

  Dear Beacon Plumbing,
  
  I am sure your technician did a great job of replacing the shower valve. ****** left you a good review. You were called there for an annoying noise coming from the bathroom. That noise returned a few days later. There is a shower, a toilet,and a sink in that bathroom. No water was running through the shower or the sink to cause noise. That leaves the toilet where it can be difficult to tell if water is running through it.  When the valve inside the toilet was moved slightly the noise would start or stop.  
  
  You replaced the most expensive valve in the room unnecessarily and without evidence that it had anything to do with the annoying noise you were called for. Common sense would lead most people to evaluate the toilet valve, the least expensive valve in the room.  
  
  You may feel this is appropriate business. I don't. 
  
  *********************

  

  Business Response

  Date: 05/09/2024

  The person leaving this review was not the customer and although he was not on site he mentions he is "sure Beacon Tech did a good job." This was the job that was proposed, accepted and performed successfully with everyone's acknowledgement.

  We are sorry a family member disagrees; ******,r Beacon stands by their original response.

• Initial Complaint

  Date:03/04/2024

  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 3/2/24, I had an urgent need for a plumber, as my toilet was clogged and backing up into my shower. The technician arrived within the hour. I described and showed him the problem. He told me he would need to remove the toilet and scope the line. We repeatedly discussed the urgency and that I needed the clog repaired that day, as I have a family of 4 and only one bathroom. He made sure to tell me, before writing the estimate, "Oh, we will clear it, absolutely." That is a direct quote. He brought me an illegible quote to sign before work began. He quoted $1025 plus tax for what I described above.He then began scoping/photographing the line from the toilet. (There is a clean out in the backyard which he never asked about and walked by several times, I assumed the professional knew what he was doing.) In doing so he apparently identified that there was a root in my piping at around 62 feet from the toilet. He told me he was unable to clear the clog. I reminded him that he had told me he would clear it. He said it is never guaranteed. After quite a bit of "measuring" and "inspecting" he tried explaining what was required and again presented an illegible quote for $10,265 which apparently included digging down 7 feet, going into my neighbor's yard, and replacing the piece of pipe with roots in it. I declined the quote, and asked if there was any way to get my toilet/plumbing working that day. He quite angrily said "No, it's broken," reset the toilet, forced me to pay the $1322 for the above noted "inspection" and left.The following day I had a local sewer company come and give me a free estimate. During this time when I did NOT pay $1322 for someone to inspect my sewer line, I was told the line could be Hydrojetted and did not need to be replaced. They did this for $550 and everything is working again. Beacon Plumbing are price gougers and take advantage of emergency situations. I would like a refund for the $1322 I paid for absolutely nothing.

  

  Business Response

  Date: 03/15/2024

  The contract is very clear, it states:
  Beacon to pull Toilet and camera line in an attempt to clear the blockage.
  The benefit of this approach is shown in the customers complaint. The Tech knew what and where the issues were. And it was located in the neighbors back yard. Without the camera/snake combo this would not been able to be this precise. Beacon did not have another companies' diagnosis to do a diagnosis for them.
  

  The tech did not guarantee to clear the line. An attempt is ****** an attempt.

  It is not correct to immediately start a Hydrotesting until you know the issue. Snake will not clear the roots. This specific issue is clearly explained under terms and condition on the customer's contract.

  Customer Answer

  Date: 03/15/2024

   
  Complaint: 21381966
  
  I am rejecting this response because not only is it canned and unprofessional, but it references a contract that was clearly altered after I signed. In addition, their $11,000 fix for a piece of pipe in the neighbors backyard would have been inaccurate. Another company performed the work and did not have to even touch the neighbors backyard.

  While I do not dispute what was seen on the scope, I dispute their diagnosis and proposed fix. Ive seen the before and after scopes from the other company and the line is clean, even going into my neighbors yard it is clean. So, Beacon would have gladly taken a years worth of mortgage payments from me to fix something that was done for less than my monthly grocery budget.

  Look at their responses to all other complaints. Absolutely no accountability is taken. It is appalling that they are allowed to continue in business.

  I will be filing in small claims for the money they extorted from me for fixing absolutely nothing, and will attach food and hotel costs to my complaint since they left my plumbing in worse shape than when they found it.

  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 03/20/2024

  Beacon is unaware of how the response given is either canned or unprofessional.
  While we understand the customer's perspective, it does not negate the facts. Beacon stands by its analysis and the contract. We believe in the validity of our work and the fairness of our agreements.
  
  As is the case here, we show our prices and work in advance before we begin any work. The term all drain clearings is an attempt to clear. That appears more than once in writing, so there is a clear understanding. It is not added after the fact, as the customer recklessly states. It is pre-printed on every contract. We cannot guarantee the conditions of your drain/sewer lines, so it is not plausible to offer that guarantee.
  
  THE CONTRACT SPEAKS FOR ITSELF.

• Initial Complaint

  Date:02/24/2024

  Type:Order 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.

  16 FEB 2024. We had a TPR valve and the pressure tank (PT) go bad on the well. My wife and I care for our severely autistic person and we were in dire straits to restore water to our house. Beacon Plumbing from ********** came out to diagnose the issue. It took the plumber about 15 minutes to replace both items. The plumber then states our system and pump, that is about 5 years old, is inferior to what he proposes to put in. I have a new constant pressure system that he stated runs all the time. Okay how do we fix it. He proposed moving the PT into the garage. He wrote up that it would be over $10K and he needed a 50% deposit of $5k. Stupidly and with our situation, we agreed. Then he states an electrician has to come out and evaluate and just run a line from our breaker panel to the point in the garage. I agreed. The next day and electrician shows up and quotes $16K just for the electrical. He wanted to check with his supervisor for a second opinion. This person then tells me it's $16K and he understands that is something not wanted. I stated I didn't want to spend $26K on the job. He understood and was going to cancel. I understood this to be done and I would just pay for the work done and get a refund. Nope. I didn't cancel within 24 hours, as per the contract, even though the electricians took over two days. Then I spoke with the manager and he played me off to get a third electrician out but I was tired of their games. This company kept $2500 in penalties and then charged me $660 for a TPR and $1150 for the PT and $75 trip fee. Over $4300 for two hours at the most work done. A TPR is about $200 (at most) and a 4 gal PT is $80. I don't know what labor is but he didn't labor that much. I am a retired Army veteran and this is how they treat us? I tried working with the manager but we had "he said-he said" and he says he gave me his email to dispute and that he had our conversations recorded. I just want to pay what I honestly owe.

  Customer Answer

  Date: 02/26/2024

  I just want to add that **** the manager says the terms of the contract state I have 24 hours to provide the company notice that I don't want to pursue the work. Yet, the company took over 48 hours to get an electrician out, and then I had to call the company back to find out any decisions about the scope of the work. **** states this has nothing to do with the current contract, yet the plumber stated the work was dependent of the what the electrician had to say. Two electrician contractors (one is a supervisor) stated they can't wire a three wired well pump from a two wire breaker panel source, without trenching another line to the well. I'm a satellite engineer with the Department of the Army and I understand completely about electricity. So, unless **** plans to hook my system up wirelessly or replace my very expensive pump from a three wire system to a two wire system, he should honor the terms of a stated contract between me and the plumber and now two electricians, that the work can't be completed as agreed.

  Customer Answer

  Date: 02/27/2024

  I just want to add that **** the manager says the terms of the contract state I have 24 hours to provide the company notice that I don't want to pursue the work. Yet, the company took over 48 hours to get an electrician out, and then I had to call the company back to find out any decisions about the scope of the work. **** states this has nothing to do with the current contract, yet the plumber stated the work was dependent of the what the electrician had to say. Two electrician contractors (one is a supervisor) stated they can't wire a three wired well pump from a two wire breaker panel source, without trenching another line to the well. I'm a satellite engineer with the Department of the Army and I understand completely about electricity. So, unless **** plans to hook my system up wirelessly or replace my very expensive pump from a three wire system to a two wire system, he should honor the terms of a stated contract between me and the plumber and now two electricians, that the work can't be completed as agreed.
  
  --******
  

  

  Business Response

  Date: 03/08/2024

  The Sr ***** is currently reviewing this customers. concern.

  Customer Answer

  Date: 03/15/2024

   
  Complaint: 21341334
  
  I am rejecting this response because: This is not a proper answer for this case, at this time. There's little need for a dispute to take weeks for an answer.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 03/19/2024

  Beacon does not understand the rejection. Beacon stated that we are in discussions with the Homeowner. That is a correct and accurate statement.
  
  The Customer is well aware of the status. He wants a resolution now. The initial resolution was given some time ago. This was a contract dispute.
  The Customer should have canceled within the time allotted by the contract, which was exceeded by several days. The Customer was charged a cancel/restocking fee and charged for the work that was completed. His system was up and running when the Beacon Tech left.
  
  The Homeowner expressed dissatisfaction with the charges, We have taken his request to heart and are actively reconsidering the charges. 
  
  He did not believe Beacon should stand by the contract and that the charges were unfair. It is taking time to have them reconsidered based on the circumstances.

  Customer Answer

  Date: 03/21/2024

   
  Complaint: 21341334
  
  I am rejecting this response because: It is very unethical and immoral for a company to have both the projects for this job and then tell someone they did not cancel the first contract within 24 hours, even though the electrical portion wasn't even done until two days later. That whole decision of how to *************** power, hinged on the plumbing portion being completed. How was it to be supplied electricity? And the condescending attitude of the manager is unreal. threatening if I go to court he makes me look like a fool. How are the customers supposed to react to this?
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 03/25/2024

  There was a single contract on this order. there was a request for additional electrical. If Beacon considered that as well the cancelation requirements exceeded that requirement as well. The terms of the contract are spelled out very clearly.

  The customer has asked for a reconsideration of the cancelation fee and that is being considered. As stated in the previous response

  The constant complaints to the BBB do not change the facts. In a previous email the customer suggested that we lie to the ******************** and the Mgr. told them that we could not do that.

  There is a process that is followed, and the customer has been informed of this.