ComplaintsforHarts Services

• Initial Complaint

  03/21/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  See detailed timeline attached: Summary: Total $942.73 requesting a refund, the initial issue was not resolved, worsened, and additional plumbing expenses from the damage to multiple plumbing valves and water heater were incurred by Harts Services in **********. With no resolution or response after several attempts to reach Harts Services Manager and sending several emails.

  Customer response

  03/22/2024

  The company has finally responded to our calls and provided us a refund 

   

  

  Business response

  03/25/2024

  ************** received a full refund on March 19, 2024.

  Customer response

  03/26/2024

   
  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

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 2, 2023 We had Harts come to our home for a plumbing problem. Our house is an older home in ******, **. and has Galvanized pipes . Harts recommended that all the pipes be replaced. The total cost, per ******* our contact person, was $14,334.00. They had a 3 and 4 man crew work for about 3 days headed up by ***** (don't recall last name). On the last day ***** talked to me about a section of the house was very hard to reach and would be very destructive to our home and suggested it be left alone. He and ******* both said we would have a refund coming for that portion not done. I also received a call from *****, Service manager and he said he doesn't know what I and ******* worked out for a discount but they would be calling. Its now January and I have made calls to ***************************** and I have got no response from them. I have a small 3 bed room house with 1 bathroom, kitchen, laundry area and 2 outside faucets I think $2,000. 00 refund would not be too much considering I have to go to the trouble of going to the BBB to resolve this issue.

  

  Business response

  02/16/2024

  In talking with our managers, we have tried to reach out to ********************** several times, through call, text and email. He has not responded to our outreach. We are prepared and intend to resolve the issue with the customer, when we are able to reach him.

  Customer response

  03/01/2024

  The last e-mail I received from Harts Plumbing they offered me $750.  I replied that I would accept their offer.  Than was in 2/16/24.  That is the last thing I have heard from them.  As for me the claim is still open.

   

  Thank you

  

  Business response

  04/04/2024

  On 01 March, 2024, Harts Services issued a refund check in the amount of $750.00 to *******************************. This check was cashed on 12 March. A copy of the check is available if needed.
  
  

• Initial Complaint

  08/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Note: Refiling after 6 weeks and no response. Concerned about a decrease in water pressure, I contacted HARTS based on personal recommendation. On June 7 HARTS provided an estimate of $10,131.82 for replacing the current galvanized water main from the meter to inside of the home. The estimator was not on-site when the work was performed. The service team oversaw the boring process and we noted after the fact our service line was copper and not galvanized. The service team said nothing when disconnecting from city service, nor when they removed the valve from inside the home. After a city technician arrived and verified pressure, HARTS pulled the new pex line and replaced with a larger 1" line (service in the home is pex) in an attempt to increase flow rate. We spoke with the estimator to question why boring at that point was not stopped and unnecessary work performed. His response was "sometimes they will stub a length of copper pipe onto the galvanized." The estimator later stated, "I spoke to our service team, and they said, 'you're the expert, we don't question you'" as to why the service team would not bring this fact of "The status is not what the estimator wrote out" to anyones attention, and then stop work for further evaluation. He stated, "we want to make this right for you." After testing pressure again at all points, I explained the city checked our pressure and our neighbor's, and they are the same. The work performed by HARTS was therefore unnecessary and had no discernable effect. To make this right HARTS offered to replace the service line with a 1 pex in an attempt to increase volume and wanted to add an additional charge of $4340.00 for a booster to increase actual pressure. Based on HARTS failure to (a) properly diagnose the issue, and (b) subsequently perform evidently unnecessary work, I request a reduction in billing as compensation for the inconvenience and need for interior repairs to the wall.

  

  Business response

  09/09/2022

  Response from Harts:
  
  This home was plumbed originally by the homeowner,with the wrong size pipe, one section of this pipe failed. Harts was called and recommend upsizing the pipe for better water flow, homeowner declined. Harts replaced failed pipe with matching size of current pipe.
  
  This home has been added onto since original build date, and the plumbing system was built for a one bath home, not updated for the addition. This is the reason for the poor pressure, the water is being diverted to other areas and does not flow properly to the faucets. The homeowner was made aware of this.
  
  We called **************** on 7/18/22, requesting that he maintain the proper fitting from the county since he didnt have a permit for the work he did for his addition. We have not heard back from him. We are still happy to upsize the pipe that we replaced at no cost, though it most likely will not help the pressure issue unless the whole home is repiped with correct size. Thank you.

  Customer response

  09/13/2022

   
  Complaint: 17793153
  
  I am rejecting this response because:

  The response from HARTS fails to address the concerns stated in the original complaint. Company failure to properly evaluate the condition and subsequent negligence in stopping unnecessary work are at issue. We were told that a galvanized supply line had degraded to the point of restricting water flow. It was later noted that the supply line from the street was copper. No one from HARTS brought this to our or their supervisors attention prior to boring and replacing a perfectly good copper line with pex. Had the work been stopped at that point we would have been satisfied with appropriate labor costs for the discovery. Prior to work when the city visited the site prompted by HARTS filing for a permit (later deemed unnecessary by the city) the city inspector provided a new brass fitting to connect the new line to city service. This fitting was given to the work crew. There was no pipe failed. HARTS comment that This is the reason for the poor pressure demonstrates the original evaluation for replacing the current galvanized water main from the meter to inside of the home was false. Therefore HARTS retains responsibility for that cost.
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Oct 21,2021, I hired Harts Plumbing to do a complete assessment of my septic system and perform needed repairs. Harts charged me $7,798 for what I thought would be a complete evaluation of my septic system including any repair/replacement for my effluent pump and/or drain field. 2 workmen were on site for 1 day. No testing of my pump was done, and no testing of my drain field was done. The only work that was done was the installation of baffles on my tanks, however the cement installed to hold the baffle up to ground level was poorly done and collapsed. My tanks were pumped (additional charge for the pumping of my 2 tanks). Sadly my system alarm went off again in July. I called Harts to have them come back to assess what was wrong. The technician told me I needed a new pump, however he did not attempt to turn the pump on to test it. He was writing up an order, and there was a $6,000 fee plus $1200 for a new pump. I told him that I expected any additional work to be done under the previous agreement. He could not agree to that, so I told him I couldn't go forward with any new charges. I called to speak with a manager and was told that $7,798 is the correct charge for the work that was done. This seems way out of line, since no diagnostics were done on my pump or drain field.

  

  Business response

  09/09/2022

  Response from Harts:
  
  October 22, 2021 it was left up to the homeowner,***********************, to get an electrician out for the pump as we determined it to be an electrical issue when the pump was tested. We did not hear back from the *********************** until July 12, 2022 (8 months later) when the pump failed.
  
  For the work Harts did, we installed inlet baffles,added risers and lids, and sealed with cement to prevent water seepage, pumped the tank. We offered to come back out and fix this work if there are issues at no cost as it is under warranty. *********************** refused and said she is done using Harts and that she will go with a different septic company. We also had on the invoice the diagnostics for the pump after the electrical issue was fixed, but homeowner refused to have us come out. 

  Thank you.

  
  

  Customer response

  09/10/2022

   
  Complaint: 17634213
  
  I am rejecting this response because:

  Harts said that the pump was tested.  The pump was not tested during the initial consultation.  The lids were removed, but because the tanks were so full, the consultant assumed that the pump was bad.  The discovery of the broken electrical line was made on the next day when the system was pumped. I believe that if they had provided an electrical connection to the pump other than the one my system had, they could have tested the pump.  This was not done.  

  Harts did come back out during the electrical repair that was being done.  I made the call to ask that ****** be sent out.  I told ****** that the cement holding up the riser was not doing the job and he indicated that they would come out to do the repair.  I did not hear from Harts again.

  Th small issues above aren't deal breakers.  The issue that's really important to me is that the conversation I had during the initial consultation scared me into thinking that my septic system was completely broken.  He dramatized the pump being bad and the drain field needing to be rebuilt.  I did not get an explanation of what actions would be done for the high cost that was being charged.  I signed the document because I was frightened.  I'm complaining because of how business was conducted.  Harts installed risers and cement.  Harts did no plumbing services (the pumping was done by an outside service).    

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

  Customer response

  09/12/2022

  Since Harts did not check operation of my septic pump and did not check the operation of my drain field, I'd like monetary compensation.  The cost of this work should have been less than $3000, and Harts charged $7,820.00.  

  

  Business response

  09/29/2022

  In Oct 2021 we were call out to your home due to your toilet not flushing properly. During the evaluation it was determined that the issue was not in the home but in the septic system. We were then contracted to expose the septic tank and pump chamber and pump the tank for further investigation. Additionally,we were also contracted to install risers and new lids to make it easier for future access and maintenance. This scope of work was explicitly stated in the agreed upon contract. During the execution of the contracted project, once the pump chamber was exposed, it was determined that the pump did not have power to it and we recommended that you contact a licensed electrician to evaluate. Please note that our system has recorded phone call from you, several days later, stating that you were waiting for an electrician to come out and evaluate your septic pump. Based on the face that we did not hear from you for 8 months following you having an electrician out, highly suggests that the electrical solved your problem with the pump restoring it back to operation. In July of this year you contacted up again stating that the septic pump saw not working and that alarm was going off. We came out to your location and provided an option to replace the pump which you chose to not contract us to have it replaced.
  As the previous work contract had been completed in full and did not include replacing the pump, we could not replace the pump without charging for the materials and labor. I sincerely hope you were able to get your system back up and operational through another OSS Firm, as you did not want to move forward with our recommended repair.

• Initial Complaint

  07/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  June 14, 2022 at about 11:45am **** Plumbing(******* and *******) came out to do a full 360 check on our septic tank. After about **** minutes of work being done we were told that the septic tank is in stage two and stage three is septic tank failure, our best option would be to rehabilitate BUT it isn't a guaranteed fix and would cast $8,080 or switch to sewer which would cost $100,000-$300,000. We told them we don't have that money and don't have the ability to do any financing at this point so they cleaned up and left. When they left they had left the panel door open and did not give us any paperwork showing the breakdown of the estimates. That same day at 12:32 pm I realized the panel door was open still so I went and closed it myself. June 16, 2022 at 11:55am the septic alarm randomly went off although no one in the home had been using any water, boyfriend went to check and saw the panel said "OFF" but didn't know what that meant. June 17, 2022 we called **** plumbing because the alarm light had not turned off, we were looking for options. got a call nack at 12:55pm, ******* said we should move forward with the rehabilitaion, told him we still couldn't afford it, he told us it would be $1,200 to pump the tank and it would only last 3-4 days. June 22, 2022 got Beacon Plumbing(****) out to pump tank for cheaper, they checked the panel, pump and drainfield; said the drainfield took over ***** gallons of water, works perfectly fine, said that the last company to work/inspect on the septic tank turned off the pump. Paid $854.32 for pumping. June 23, 2022 called **** Plumbing to speak with a manager about reimbursement, no call back. June 29, 2022 called **** plumbing again for reimbursement but was denied although our septic alarm problem was caused by their technicians negligence.

  

  Business response

  09/08/2022

  We would have loved the opportunity to come out if the alarm was going off and remedy the situation. The homeowner would have had to get the tank pumped regardless, and would have paid Beacon for this. We charged the customer $0 for our evaluation. Invoice attached. Thank you.

  Customer response

  09/08/2022

   
  Complaint: 17622889
  
  I am rejecting this response because: I had spoken with **** Plumbing and explain the situation that was going on and they had told us that they could come out and pump the tank for $1200. They knew what was going on and the tank only needed to be pumped because the pump got turned off. If the pump did not get turned off by **** Plumbing then we wouldve not had to pump the tank because it was just pumped one year prior.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  03/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was in need of plumbing services to replace my garbage disposal. I went through a contracting service to find a plumber and I was connected with ****** Services. When they came to give me an estimate on about July 5, 2021, I was told they also do a general walkthrough to make sure all plumbing is in good working order. The contractor looked at my copper pipes and told that because there was patina on my pipes it meant the pipes could explode, and he couldn't say whether it would be the next day or in 5 years, but that I should get them replaced. I did an internet search and couldn't find any definitive answer either way as to whether this was a scam or not, so I agreed to have the work done. $24,000 later I had a contract ($21, 728 because I got my own financing). They came and did the work, left quite a mess, and said I should be hearing from an inspector to schedule a time to come to my house to review their work. They said I could not repair the holes in my walls or ceiling until the city does their inspection What I noticed after they left was that they took my (probably perfectly good) copper pipes, which they had said they would not be removing; and a big bucket of my own tools - although this was probably by accident. I called them days later to inquire as to why they took my pipes and what they planned on reimbursing me for the ******. I also said I wanted my tool bucket back - which contained all of the tools I have accumulated over the years. I was told someone would get back to me. I called numerous times to follow up, and then to find out what was taking so long for the inspection. It is going on 9 months now and there has been no inspection (so my ceiling and walls still have huge holes with exposed pipes) and I have yet to be reimbursed for my copper pipes or missing tool bucket! I expect to be well compensated for the pipes and my tools. I also want an inspector here as soon as possible, if it's still necessary.

  

  Business response

  04/15/2022

  *****, thank your for reaching out. We have made multiple attempts to contact you have the past several weeks without beaing able to reach you. We would like to have a discussion with you about your project and  resolve your issue. Please give us a call at ************ and ask to speak with the install manager. We will continue to attempt to reach reach you if we do not hear back from our voice messages. thank you and we hope to speak with you soon.

  Customer response

  04/16/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I will try areaching out to them again. If the issue continues to go unresolved I will be refiling it until I am satisfied with the resolution.
  
  Sincerely,
  
  *************************

*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. ↩