Complaints

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

• Initial Complaint

  Date:12/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called South Sound on December 11th, 2024 as my plumbing had backed up. They sent someone out the next morning who put a camera to the septic tank opening and I was told there was a blockage to the septic tank. The technician told me they would excavate approximately a 20' by 2' trench to the septic tank, cut out old pipe, install new PCV pipe, reconnect with a new dual clean out. Put down bedrock under all the new pipe, and backfill. If any concrete was removed it would be restored. The job would have a ten year warranty. It would take 1.5 days to complete. The cost would be $11,000. I gave him permission to do the job and signed the paperwork. I had sewage in the bathroom in my basement and couldn't use any of the water in the house. In retrospect, I should have gotten other estimates, but my house was not livable. The job was done well, I have no issue with that. The issues I have are:The time frame to repair was a day and a half, it took 6 hours. It did not require a backhoe, just two men digging and installing new pipe. When I related the story to several friends they were appalled at the price. After discussing the job with them, I called South Sound and asked them for an itemized deduction of the job. I was told they did not give itemized deductions. When I questioned them about the time the job actually took and that they stated it would take a day and a half, I was told, no matter how long or short the job had taken the price would have been the same. The bottom line to me is I was taken advantage of at a very stressful time. I have talked to several people at South Sound and have been given the same answer; this is how they handle every job, no itemization on their bills. I have no idea how much was charged for an emergency call, for labor, or for materials. This is definitely not best business practice. I talked to them about refunding part of my money and was told if I had to call them again, I might get a discount.

  

  Business Response

  Date: 01/16/2025

  Department Manager reached out to the customer directly in order to rectify the situation and come to a solution. Customer was granted a price adjustment and received a discount on the original service amount. 

• Initial Complaint

  Date:11/19/2024

  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.

  Please see upload attached document

  

  Business Response

  Date: 12/04/2024

  Thank you for bringing this to our attention. We value the opportunity to address concerns and ensure our customers are satisfied with our service. After speaking with the customer, we were able to discuss it, allowing us to come to a resolution that works for both parties. We appreciate the customer's willingness to collaborate with us, and we're committed to making sure their experience meets the high standards we strive for. If you have any other questions or concerns, please feel free to reach out to us.
  

• Initial Complaint

  Date:10/24/2024

  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.

  Sept 15 started the transactions. Had Southwest Plumbing come to our home to unclog a drain. This lead to them sending a sales *** to give us a quote to ***lace plumbing in our home. Once the quote was given to us we said not at this time. The sales *** said we can do this the 1st of Oct. We told them ***eatedly NO we did not have the funds. I asked to have a quote sent to us so we could see what they wanted to do and a cost. Never received the quote. Sept 30 they showed up at our home and began the work. I did not have a contract and did not know they were even arriving on said date. The last text i got was that morning stating we are coming out to start work and will be there at certain time. The text said we need to hear from you to proceed. My husband and I were both at work and did not know anything about this till my Grandson called my husband and said Southwest Plumbing showed up to do work. My Grandson did ask who gave them permission to do the work and they said **** **********. Problem here is we have nothing showing we authorized them to show sup on Sept 30 and start work. We never received a copy of the contract. I called when I got off work and said you did not have authorization to do this work. The sales *** informed me it was a verbal agreement. I said no it was not. I have been disputing the cost of this job since Oct 4 and Southwest Plumbing now will not return my calls. They told me they would just turn it over to Collections. I did ask for an itemized statement so I could see the cost break down and that is when they said we will just turn it over to collection. They want to charge us ******** with nothing that shows where the money is going and for what. We also did not received a Disclosure Statement allowing us to cancel this contract if it was truly a signed contract. We are willing to pay for the work that was done, but not what they want to charge us because we did not give them permission to do the work,

  

  Business Response

  Date: 11/18/2024

  I apologize in the delay. We've been working directly with the Charbonea family through our lawyer, as the dissatisfaction has been escalated through our lawyer and the Attorney General. Per our lawyer's last communications: "Prior to starting the job, SW Plumbing called the Charboneaus a number of times, leaving messages reminding the Charboneaus that SW Plumbing would be coming out to do the job as scheduled. The Charboneaus never called back to cancel or reschedule the job. SW Plumbing arrived on 09/30/24. It appears that the Charboneaus adult grandson was present and signed an additional, wholly unnecessary, work authorization. The grandsons signature on the additional work authorization was unnecessary because Ms. ********** had already authorized the work when she signed the written estimate on 09/14/24. Instead of stopping the job, Mr. ********** told SW Plumbing that he was getting the funds from his 401(k) in order to pay for the job. Ms. ********** claims that she then told Mr. ********** that SW Plumbing did not have their permission to proceed, but neither of them conveyed that to SW Plumbing. SW Plumbing came out the following day, 10/01/24, and then the next, 10/02/24, completing the job." Furthermore, **** ********** objects to the price of the job based on her opinion that SW Plumbing should merely charge for the cost of supplies and labor. SW Plumbing does not charge by the part or by the hour. SW Plumbing gave the Charboneaus a flat fee estimate itemizing the details of the job." While we do not find any fault in what was done, we do want to recognize that due to Ms. ************ complaints both directly to our office and through other outlets, we have made a settlement and reduced the cost paid in the hopes of putting this to rest. 

  Customer Answer

  Date: 11/20/2024

   
  Complaint: 22422288
  
  I am rejecting this response because:

  see attached
  
  Sincerely,
  
  ******** **********

  

  Business Response

  Date: 12/10/2024

  Thank you for reaching out and sharing your concerns. To ensure a fair resolution, we have involved our legal team and have reached out to collaborate on making things right for both parties. However, we have not heard directly from the other party and understand there is a difference in opinion regarding the situation. Please note that the other party agreed to and signed for the work to be done, including deciding on the price before we proceeded with the work. For these reasons, we kindly request that this complaint be disputed.
  

  Customer Answer

  Date: 12/13/2024

   
  Complaint: 22422288
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** **********

  Customer Answer

  Date: 01/09/2025

  Yes, I have written the reasons I am not settling for the answer from Southwest Plumbing.  I have not heard anything from that company since we made the payment in full.  I feel their attitude is we got our money so none of the issues we are addressing are important.  So, for that reason I am not going to sit down and let them get away with this act of fraud in my opinion.  They acted very unprofessionally in coming to our home without giving us notice to cancel the contract or even have a date that they were coming to do the work.  Had my grandson known about this whole ordeal he would have never given them permission to do the work. We had not shared about Southwest coming to our home to do plumbing repair because he was not even here at the time and we did not have a contract stating they were coming back to do the said work.  **** nor I knew anything about them coming to do the work on said date because we never received a copy of the contract.  

   

  I have attached the last statement in regards to why I am not accepting their response. 

   

  Thank you for reaching out.

   

  Sincerely,

   

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

  

  Business Response

  Date: 02/19/2025

  Please see attached, this complaint was already responded to.

  Customer Answer

  Date: 02/23/2025

   
  Complaint: 22422288
  
  I am rejecting this response because:

  Southwest is not answering the questions I have addressed to them as to what took place and the proof, they have that what they are saying is accurate.  Southwest continues to say their attorneys are working with **** and I yet nobody has even contacted us in regard to this situation.

  If your contract exceeds $1,000, get a disclosure statement from your contractor. If your contract exceeds $1,000, Washington laws [RCW 18.27.114(1) or (2)], require contractors to have you sign a disclosure statement. The disclosure statement gives you information about your rights, responsibilities, and how to protect yourself. The contractor must keep a copy on file for 3 years, you should also request a copy for your records.
  
  Concerns about this whole ordeal
  Why were we not given a contract in a timely manner with a disclosure statement?
  Where did it state we agreed to begin work on Oct 1st?
  Why was my grandson allowed to sign an agreement stating the work could be done?
  Why was the work done without chatting with **** or Myself.  If you did not hear back from us you should have stopped the job at that time. 
  Why did we not get to pay the original invoice on Sat Sep 15 when the work was done?
  When I sent the letter to Owner or Manager why did not someone reach out to me other than *****, it was apparent we were having issues dealing with *****.
  Contract did not show up until **** pursued the issue then it went to Spam mail.  If you know that is an issue then it should be disclosed that it could go to Spam and to make sure you check there.
  Never received a contract till the work was done.  After the fact?  That is not business ethics.
  Where did you come up with $3500.00 number to take off the bill? 
  Grandson signed the agreement to do the work after he asked the workers if they had been given permission to do this work.  They said yes **** ********** had given permission. My grandson said if my grandfather said it was okay I will sign. 
  Grandson was home all 3 days and did see the work they were doing so on Wednesday when the work was done Grandson did sign the work was completed.
  My issue with all this is he knew nothing about any of this and should not be put in a situation to sign something he did not know anything about.  That to me is a scam.  Not good business ethics.  

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

  

  Business Response

  Date: 03/27/2025

  Response collected over the phone by BBB staff:

   

  Settlement and release of claims on was signed with the complainant on 3/3/25; please reach out if there are any additional questions.

• Initial Complaint

  Date:10/21/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am submitting a formal complaint regarding the plumbing services provided by Southwest Plumbing for a recent toilet repair at my property. While the repair was completed, I have serious concerns regarding the pricing, lack of transparency, and poor communication. The price charged was significantly higher than the standard rates for similar services in the area, as confirmed by quotes from other reputable plumbing companies. Additionally, despite my request, the final invoice did not include an itemized breakdown of services. When I asked for clarification, I was informed of their bundled pricing structure, but this does not justify the excessive cost for a straightforward repair and appears to be a way to avoid providing a detailed cost breakdown.I have made several attempts to contact Southwest Plumbing to discuss the charges and clarify the work performed. Unfortunately, my calls were either not answered, or I received vague responses from the dispatch staff, with promises of a follow-up that never occurred. The staff has repeatedly defended their pricing structure but failed to explain why the charges were far beyond industry norms. Messages to speak with someone in authority have not been relayed, further suggesting an effort to avoid addressing customer concerns.After noticing the price discrepancy, we requested a detailed breakdown of the charges, but have yet to receive a response or explanation from Southwest Plumbing. This lack of communication and refusal to justify the excessive charges is unacceptable. I want a breakdown of the invoice and partial refund.

  

  Business Response

  Date: 10/24/2024

  Thank you for sharing your concerns with us. We sincerely apologize for the lack of communication and the issues you've experienced with our pricing and service transparency. This is not the level of service we strive to provide, and we understand how frustrating this must be. We deeply regret that your calls and requests for clarification were not promptly addressed. However, were pleased to confirm that weve resolved the issue on both ends and have worked together to reach a satisfactory outcome. If you have any further concerns, please dont hesitate to contact us directly.

  Customer Answer

  Date: 10/24/2024

   
  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.
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:05/03/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I found out last month from *******************, a South West Plumbing employee, that I had been overcharged for my sewer repair that occurred in March 2022. I was charged $16,226.80 by a South West Plumbing employee that had been fired for fraudulent practices and over charging customers. I believe this repair which consisted of replacing the one sewer clean out in my backyard with two clean outs - should have cost no more than $6,226 and I should be reimbursed $10,000. After ******************* inspection of my sewer system in April 2024 I hired South West Plumbing to install a sewer liner. This is the repair that should have been done in March 2022. I am paying $21,532.19 for this repair. I have paid this through a GreenSky loan. I am a senior citizen on a fixed income and think I should be reimbursed at least $10,000 for this overcharging.

  

  Business Response

  Date: 05/08/2024

  Thank you for bringing your concerns to our attention. We sincerely appreciate the opportunity to address and remediate the issues you've experienced. Our team has been in contact with you to ensure we're aligned under our warranty process for the previous work completed. We are currently making the necessary adjustments and are pleased to have reached an agreement that satisfies both parties.
  We greatly value our relationship and hope that this miscommunication regarding two different projects does not tarnish our long-term relationship. Thank you for your understanding and continued trust in our services.

  Customer Answer

  Date: 05/08/2024

   
  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:01/27/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a toilet/bidet installed in my master bath by Southwest Plumbing of WA. The electrician cut two holes in my drywall in the bathroom in order to run a new circuit. When they were done, they left the holes unrepaired and just placed painters tape over them. Now, Southwest is expecting me to pay a drywall company to fix the holes. Also, when the electrician ran the new circuit to my breaker box, it was not done correctly. Initially the bidet did not work and I was instructed to go to the breaker box and flip the breaker. That got the bidet working but that lasted about a week. It quit working a few days ago so I went to check the breaker. It had not flipped but I flipped it anyway. That did not solve the problem. I have texted the issues to a company representative from the beginning. I was told an electrician would be sent out and I was told they were going to get a drywall company to fix the holes. I heard from a drywall company and set up a time for them to come to my home. I then received an invoice with instructions to confirm it via Docusign. It stated that by signing it, I was going to be responsible, initially, for half down payment for the repair. I did not sign it. I then texted my representative and said I was not paying for the repair and asked him when I would be hearing from an electrician. The next text I got back was, all repairs are being put on hold while they bump this up to a service manager.

  

  Business Response

  Date: 02/07/2024

  Hey ********,

  Thank you for giving us the opportunity to address this.  Per our recent conversations it looks like everything is on track to wrap up in the time frame set by the wall contractor. I will see you next week at my scheduled visit.  Until then, feel free to reach out to me directly. -******

  Customer Answer

  Date: 02/13/2024

   
  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.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:11/21/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/25/23 I rcvd an ad in the mail from SW Plumbing for $99 off a repair, so I called for an estimate to clear our house's drains that were backing up. A plumber came right out, said hydro jetting was needed & called his boss to come give an estimate. His boss came even though it was 7 pm by then, toured the drains then retreated to his car to write an est. for $5438.93, which seemed awful high but included $99 off + a sr. ********* I pointed out it said 5 sinks instead of the actual 4. He said it didn't matter, it was a flat rate for everything. He had me sign it, which proved to be a commitment for the work. I said to come Mon. 10/30, but someone called the next day trying to push it up to 10/26, which would've been fine if it were an emergency, but it wasn't. I mention this 'cause their eagerness to get paid asap stands in ***** contrast to the rude texts and *crickets* I've gotten since calling 11/14 for a receipt to be mailed. A receipt that was a copy of the estimate then got emailed. I said I want an itemized receipt on paper & an explanation of why the hydro jetting was done, when it didn't work with two guys slaving away for two hours, including climbing on the roof for some reason, then left leaving a mess of standing black *************************** in despair, saying someone would come later or the next day. The 1st guy showed up 2 hours later with a simple wire snake that solved the problem in 1/2 hour! He said he didn't want to bore me w/the technical details of why that worked & the hydro jetting didn't. He said the work was guaranteed for a year but didn't give me anything on paper. He said a receipt would be mailed, which hasn't arrived as of 11/17. When I called for it on 11/14, I was told they don't give itemized receipts & that "a manager would reach out" to me. As of 11/17, that hasn't happened, neither has a paper invoice which a terse text on 11/14 claimed "mailed". I feel ripped off and blown off! I'll never use SW Plumbing again or recommend them.

  

  Business Response

  Date: 12/06/2023

  Dear **************,
  
  I want to first apologize for the inconvenience this has caused. All in all, what youre describing demonstrates gaps where we did not fulfill our duties in clear explanations and communication on timing and appropriate next steps. We have traced your address back to an account, however it has a different name on it. And weve been unsuccessful in reaching out to you via phone, text and email in the last two weeks. Where we stand today is as follows: First we will call, text and email again with an attempt to reach you.Wed like to meet under the protection of the warranty on your services provided and review the work completed and proposed with our Sewer and Drain Manager on site. We would also like to finish issuing a refund for the inconvenience this has caused, assuming thats acceptable to you. Please note,that we stand by our work and in most cases a hydrojetting is required as a starting point to attempt to clear drainage issues. However, as mentioned, it is a service with a warranty up to a year, and we would really appreciate the opportunity to make this right both in terms of work follow through and appropriate payment clarity. Our goal is that our services alleviate your problem, and protect you from future issues and we are confident given a chance to meet again we could clearly articulate what has been done or needs to be done.  
  
  You can reach us directly at our office at ************ and ask for **** or ******** directly.
  
  Thank you for sharing your experience. We hope to remediate asap.
  
  

  

  Business Response

  Date: 12/06/2023

  Hello,

  We wanted to inform you that we've attempted to reach this customer many times since her initial call in to our office and since her filed complaint. We have yet to be successful in reaching her. It appears as though the name on the account is different. Her phone number listed is a land line, and we are unable to reach her via text or email. It's also part of the reason she isn't receiving our invoices and follow up messages about scheduling, which is part of the complaint we are trying to resolve. We will continue to reach out.

  Customer Answer

  Date: 12/12/2023

   
  Complaint: 20888295
  
  I am rejecting this response because:

  Southwest Plumbing has only made one attempt to call me, according to the caller i.d. on our landline phone, which is the number SW has for me, on Nov. 24, 12:42 pm.  I answered the phone and said hello.  No response.  In the background, I could hear a man talking in an agitated manner, but not to me. It sounded like Spanish, but I can't be sure. I said hello again, no response, so I hung up.  The only texts received, besides the original estimate, then the identical bill, were an exchange with a customer service rep on ******** when I asked for an itemized bill and an explanation re: the expensive hydrojetting procedure that didn't work.  Why wasn't the simple metal snake method tried first?  I have received neither yet.  Obviously the phone and email/texts work.  I have no idea what "tracing my address to a different account" means.  The house belongs to my 96 year old mother who's in home hospice.  I am her full time caregiver, home almost all the time, I manage everything and have power of attorney.  I see no need to meet in person to review the work that was done.  I was here for a very long day that started at 7:45 am when I was woken up by a call saying "The technicians are on the way!" and went till 6 pm when the last guy left--the original plumber who came to give the estimate--the only actual plumber that day, showed up at 5:00 with a metal snake to resolve the mess left behind.  At the end of the day, the drains worked.  That's not the problem.  The problem is I was grossly overcharged, according to other plumbers I have now talked with, and I want a $2,000.00 refund. SW is reputedly the most expensive plumbing company because they work on commission, and work up the total so they can comfortably deduct their coupons and discounts.
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 01/26/2024

  I'm checking in to see if you received the faxed copies of my power of attorney and mother's name yet, from the social worker who was going to do it for me?  If not, I think she's been on vacation, so I'm going to try and do it myself now. Please let me know if I succeeded!  I just learned how in the course of dealing with another plumbing company, because our pipes froze in the recent freeze, a pipe burst, etc., and it's the 3rd plumber to tell me that what Southwest Plumbing did is a scam, so I still want to pursue this.
  Thanks,
  *********************
  

  
  

  

  Business Response

  Date: 02/21/2024

  Thank you for bringing your concerns to our attention via the BBB platform. We value feedback from our customers and take great pride in delivering top-notch workmanship and transparent pricing.
  We understand that the experience mentioned may not have met our customer's expectations, and for that, we would like to lean on our warranty process to investigate and remediate. Customer satisfaction is our utmost priority, and we are committed to resolving any issues.
  We would like to personally speak with the customer to gain a better understanding of concerns and work towards a satisfactory resolution promptly. 
  Please expect our continued efforts to reach out to the customer, now through our lawyer, so we can discuss the details further and ensure her satisfaction.
  Thank you for your patience and understanding.

  

  Business Response

  Date: 02/21/2024

  In order to resolve this, we need be able to connect with the customer. Due to the inability to reach her after multiple attempts we have turned this over to our lawyer. It is our hope that this can be resolved, as we stand by our warranty process and workmanship guarantee.  

  Customer Answer

  Date: 02/21/2024

   
  Complaint: 20888295
  
  I am rejecting this response because:  SW Plumbing has now avoided providing a clear explanation that I've been requesting since November regarding:  WHY was their expensive, time-consuming hydrojetting procedure, with NO guarantee of working, pushed and executed BEFORE trying the simple snake procedure that WORKED, solved the problem, and took only half an hour? PROVIDE A STRAIGHT ANSWER.  I doubt the lawyer they're now foisting this off on will be able to provide "the technical details" that the last plumber of that workday said he didn't want to "bore" me with.  Three different plumbers have now told me what SW charged is "crazy", and a recent article in the ************* about drain-clearing said hydrojetting is hard on old pipes.  SW knew our pipes are over 70 years old, yet did that first anyway.   I've also never received a requested paper copy of their warranty that they keep mentioning.  Can't they afford a stamp?  Quit dancing around this like ballerina scam artists.  Shame on SW Plumbing!
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 02/29/2024

  Thank you, *******. Our lawyer is in contact with ************** and is in the process of working out an agreement to settle her dispute regarding where she believes we fell down on upholding our standards in value. I do not have formal documents at this time, as it is currently up to ************** to accept the proposed settlement. However, we are happy to supply them upon close of the matter. 

  Customer Answer

  Date: 03/08/2024

  A settlement is under way, but I can't say that it's fully resolved until it's been fully concluded.  Under their terms, I'm not sure what else, if anything, I can say, except thanks very much to the BBB for its help in this matter.

• Initial Complaint

  Date:09/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of service: July 18, 2023 Dollar amount charged: see below (included tax)Dispatch sent out a plumber, when I called & asked for an estmate. An assistant was with him, whom he was mentoring. I had intended to acquire 3 estimates for repair of a leak in front of my GE Spacemaker Laundry washing machine, with SW Plumbing being the first. I succumbed to having them not only explore but repair the job on the spot, as they offered to do so, and they reminded me I had asked for an estimate. The estimate they provided almost blew my mind but what was I to do, as the leak could ruin the flooring. They removed the bivalve door, and with a dolley lifted out the apartment size stacked washer/dryer to examine the floor and various connections. (Fee $606.37 was charged for disconnecting and re-installing the washer.) As it turned out, my liquid detergent had been leaking onto the carpet/flooring all along, and not the washer. However, we agreed two of the old faucets in the wall needed replacing as mositure and rust were apparent, and with that the plumber also replaced a couple rubber hoses connecting the faucets to the washer. Total time estimate 2 1/2 hours. In reflecting on this matter (as indicated by the time it took me to file this complaint), I feel the charges were not commensurate with the work performed! Charges were over inflated. I had asked before I signed the invoice what a "flat rate" meant, which is what SW Plumbing advertises. NO real explanation was given other than plumber showing me the invoice. I was troubled but went ahead with the job, which is on me. Although the work appeared fine, and their behavior otherwise professional, I will never hire SW plumbers again. A number of days after having received a formal receipt via email, I called their ****** office, and the best the receptionist/office manager could do was just quote the figures written on the invoice. There should be laws/regulations in this industry. Invoice # **********

  

  Business Response

  Date: 09/13/2023

  I have reviewed the invoice and confirmed the prices we quoted are from our flat rate price book. We do not charge emergency rates. We charge a flat rate per task which means each task is priced to cover operating cost, material/labor and allows for profit.  On average 30% of what we charge covers materials and labor, 60% covers our operating costs which leave a 10% profit.  This does vary from task to task. Since we do not charge by time and material I am not able to break the invoice down in that manner.  This pricing matrix has been used by South West plumbing for over two decades.
  
  Flat rate pricing is designed to be customer focused. This allows our plumbers to take all the time needed to perform their work thoroughly, double check their work and clean up their work area without the need to watch the clock. This also means when a job takes longer than we expected we do not increase our price.  The same applies if the job goes a quicker than normal.  The price quoted remains the price charged.
  
  South West Plumbing has a policy of up-front transparency with our pricing. This means prior to performing work the plumber will review the intended work and price with the customer.  Once the customer has reviewed the proposed work and price and wants us to move forward with work the customer signs the invoice authorizing the plumber to begin.  After the work has been completed the customer reviews the work and signs the invoice a second time to acknowledgment that all work agreed upon has been performed to their satisfaction.  The plumber then collects payment.  Based on the electronic time stamps in our software this process was followed.
  
  South West Plumbing prices are generally in the top 5 among companies comparable in size and our services will likely cost more than companies that run with fewer vehicles, staffing and lower operating costs.  South West Plumbings goal is to provide excellent customer service each step of the way from the initial phone call through the end of the visit.  Our team takes pride in our ability to service most of our customers either the same day or the next depending on the severity of the situation and customer scheduling constraints. 
  
  ******** called at 2:55 PM on Tuesday 7/18 with a note that the customer was only available that day. The nature of the service request also indicated there was possible damage occurring to the customers carpet and flooring.
  ***** and his apprentice **** were dispatched at 3:50pm and arrived by 4:20pm.
  ***** resolved the problem and had ******** back in service by 6:40pm.
  All the work ***** performed is backed by South West Plumbings warranty and guarantee for one year.
  
  This is the level of service South West Plumbing strives to achieve with all of our customers. If there were issues with workmanship or customer service concerns related to how ******** was treated we would always be willing to consider this in review of this complaint, however we do not see any issues with the pricing on this specific job and the price was signed off on as per the attached invoice. Please feel free to reach out to us with any questions regarding this response. Our service manager ****** or Customer Experience Director ******** would be more than happy to go over this in more detail as needed. 

• Initial Complaint

  Date:08/22/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a leaking connector linking a short section of pipe and the ball valve which control the irrigation of the yard. I searched on ****** and found South West Plumbing on 08/09/2023. Two technicians came and inspected. Quoted me 3/4" Ball Valve-IP or CXC $626.60 and Repair 3/4" Plastic Water Line $773.04 with 1 yr warranty on both. Even though there was no problem with my previous valve, I agreed with the quote so I can solve the problem. After a couple of hours they told me it was fixed and I paid $1,463.96 after $-69.98 military discount. When I check the water meter the same evening, the meter was still running even though there is no water running in the house so I went to the repair part and saw water squirting out from where the pipe meet the ball valve where they worked on. I called South West Plumbing again the next day and they said the same technicians didn't have time to fix the same day and will come on 08/11/2023.08/11/2023, the same technicians came and tried to further fix it. After a while they told me it is still dripping water. They told me it could not be fixed and told me I needed to change the whole pipe from the meter to the ball valve with an estimate around $12,000. I didn't believe them because there was no issue with the pipe from meter to the house. It was only the issue of the connection between the 8 inch long pipe and the ball valve. I found another technician and he successfully fixed the problem only working on the exact same section. I called South West Plumbing on 08/14/2023, telling them that they failed to fix the problem and I wanted a refund. I was called by phone number ********** the same day and was told that he will talk to the manager and a manager will get back to me within the week. I have not heard from them since. So I called again on 08/21/2023 to get an update. I was told by phone number ********** that he went on vacation and will get the manager to call me within two days. I haven't heard anything still.

  Customer Answer

  Date: 08/24/2023

  Good evening,

  I would like to show my gratitude to the bbb organization. South West Plumbing reached out to me in the morning and offered me the refund in exchange of retracting the complaint or update the complaint. 
  

  i am satisfied with the resolution. It cant not be solved without bbb. 
  

  I am wondering how can I retract or update the complaint?

  Thank you.

  Customer Answer

  Date: 08/24/2023

  South West Plumbing has agreed to refund the full amount. It has been resolved to my satisfaction. Thanks very much.

• Initial Complaint

  Date:11/13/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We called SWP on 6/26 after we discovered we had a sewage backup. They came out the same day, snaked the line and told us they would come back the next day to do a scope, as the blockage was too big. The next day they said they needed to dig a 10 hole in the front yard, hydrojet and line the pipes. They quoted us $22k (which didnt include the lining). We were in sticker shock but we needed to get the work done ASAP. We felt like the company took advantage of the emergency situation.The next day, I called other plumbers to get an estimate for the same work and found it should cost under 10k. At this point, I called SW to ask for an itemized receipt, in which they sent me a generic invoice. Asking again for a breakdown, they told me their pricing is proprietary & that they charge more because they are bigger/better than other companies.Meanwhile, the 8 hole was not shored up, putting us liable. We told them about our concern with their negligence. SW then wants to line the pipe for an extra 20k, making the total 42k. I told the manager we felt taken advantage of & we will be shopping around at that point. The manager said they wanted to keep our business, and asked for a price that we felt fair. Cant they just give a competitive quote from the beginning instead of this bargaining nonsense?The manager brought the 42k quote down to 26k. We ended at agreeing to 22k but I was left a bad taste in my mouth. I later received a text from the company asking for a review, so I sent a review with my honest experience. The manager left me a voicemail and I called him a week or so later, leaving him a voicemail. I never received another call from him or SW Plumbing. I am filing this complaint, because this company is negligent, not honest with the breakdown of their services, & takes advantage of their customers. We are kindly requesting SWP to make this situation right by asking for a partial refund for the aggravation, emotional distress, and negligence of work.

  

  Business Response

  Date: 11/25/2022

  Ms. ********* had alerted us through our office that she had concerns regarding how the work was going and the transparency she felt she deserved. Earlier this month, prior to receiving this complaint, we were able to connect via phone and hear Ms. ********* out about where she felt we did not live up to our standards or hers. Upon further review, we agreed that Ms. ********* had valid concerns where we had not filled in proper communication and documented invoices. We were able to issue a refund to make this right.

  Customer Answer

  Date: 11/25/2022

   
  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.
  
  Sincerely,
  
  ********************