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:07/13/2023

  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.

  I contact edgewater plumbing for a an issue on a water heater they installed. Im told no body can come out until a week later. So apparently the tenants are suppose to be with out hot water for a week I guess. They send somebody out a week later. Their technician looks at the water heater for 25 minutes and leaves. I ordered the part for my own technician to install it, obviously because the people who installed it are too busy to repair the water heater they installed. I receive contact from Edgewater a week later. They state I will be sending an invoice out for the shipping cost of the part to you and an hour of labor for the service call. No where did I request a an order of part. I will be sending an invoice out for the shipping cost of the part to you and an hour of labor for the service call. They would like to send a bill for a part that was not requested and for a hour of service that a technician did not perform. Im not sure what kind of service company charges for no service? One that highly do not recommend.

  

  Business Response

  Date: 07/14/2023

  On June 30th, we received a phone call from the customer requesting a service call for a rental property that did not have hot water. We installed a water heater (provided by the customer) at this property on May 21, 2019. Due to the upcoming holiday weekend, the customer was informed that the earliest we would be able to come would be Friday July 7th at 7:00am. We told him if a time was available sooner or we were ahead of schedule we would give him a call. He was informed that our warranty on labor from the original install is 1 year and there is no warranty on parts as the water heater was not provided by us so he would be billed for our standard labor rates. The customer agreed and we scheduled the appointment for Friday July 7th at 7:00am. Between June 30th and the morning of July 7th we did not receive a phone call from the customer stating that he ordered a part on his own or that he wanted to cancel his appointment. Our plumber arrived at the property on July 7th as scheduled to diagnose the issue and determined it was an issue with the flame sensor. The plumber attempted to call the customer twice that morning at ****** and again at 7:58am. Receiving no contact back, our office also called the customer at ******* and left a message asking for him to call us back. While waiting for a call back from the customer, our office contacted the manufacturer of the water heater and inquired about the warranty on the parts needed for the repair.  We were told the part would be warrantied and could be shipped directly to the customer. Still having not received a call back from the customer, we proceeded with having the part sent to the customer and paid a $30 expedited shipping fee knowing that the tenant at this property had been without hot water for over a week already. Having not heard back from the customer at any time on Friday, we continued to reach out the following week.He was contacted by our office on *****************/11 via phone call, and again on 7/13 via phone call and email. After many attempts to contact the customer, we informed him that we would be sending him a bill for 1 hour of labor and the shipping cost of the part. He responded to us via email at 7:49pm on 7/13 telling us that he did not ask us to order the part and that we will not be billing him for anything as there was no service provided. He further stated that a handyman of his fixed the issue with the water heater. It is correct that the customer did not give us permission to order the part, however, we did that to help him and his tenants as they had been without hot water for quite some time. We are willing to remove the shipping charge for the part, but do intend to send him a bill for one hour of labor for dispatching our plumber to his property on July 7th as he requested on June 30th. 

• Initial Complaint

  Date:06/21/2023

  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.

  I was charged for an extra hour they did not work. I have phone records of when they started and when they were done. I was charged an additional $75/hour, on top of $115/hour, for a "helper" when there was no mention of this labor fee anywhere (not in any email, phone call nor in the original quote).On 4/27/2023, I was called at 7:11am about how to get into the house. They finished before 1:16pm (when I was called again saying they were done). I was told I would be charged for 7 hours. That is 6 hours. The original quote was about $1400 for 10 hours. I am told the new bill, taking out a large job and putting in another small job, comes to a total of about $1600. I paid for their materials, the hours worked and at the original rate as quoted. I sent payment marked paid in full.

  

  Business Response

  Date: 06/29/2023

  On March 30th an estimate was provided to the customer for some repairs on a property. It indicated the approximate amount of time it would take to complete those repairs would be 10 hours plus the cost of any materials. The estimate also indicated that the final invoice would be billed on a time and material basis due to the unknown nature of these repairs.On April 20th, after previously calling us to schedule the work, the customer asked for an adjustment to the work being completed and a revised estimate. We indicated that it was anticipated the proposed change would result in roughly one hour less time. In that email we reiterated that the estimate is a rough idea of what the cost will be and that the final invoice will be billed on a time and material basis.  On April 27th, we sent 2 plumbers to the customers property and completed the requested repairs. We billed the customer for 7 hours of labor ($150 first hour/$115 additional hours) for the first plumber and 7 hours of labor for the 2nd plumber at a reduced rate of $75/hour). The total amount billed to the customer was $1,612.18. On April 28th, the customer sent an email questioning the amount we billed as we included labor for the 2nd plumber and stated that we were only at his property 6 hours and not 7. Our employees timecards indicate their start time on the job was 6:33am and their end time was approximately 1:20pm which is 6 hours and 47 minutes which is rounded up to 7 hours. Our standard billing procedure for time and material jobs is to include the time it took them to gather/load materials needed for the job. We indicated that every effort was made on our part to explain the work completed would be done on a time and material basis, which is what he was invoiced for. We offered to adjust the invoice by approximately $100 to the original estimate of $1,513.93. On May 8th,we received a check from the customer in the amount of $906.99 along with a modified version of our invoice. The customer had adjusted the invoice we sent him using a PDF editing tool to manipulate the number of hours and labor rates to those he desired to pay rather than what we billed him for.