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Business Profile

Plumber

Instant Plumbing & Heating
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint type

  • Initial Complaint

    Date:05/05/2023

    Type:Billing Issues
    Status:
    Resolved
    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.
    In late April I phoned Instant Plumbing to get quote on a replacing our water softener and water heater. I received two confirming emails (April *****) indicating ************************* from this company would come by to prepare a quote. At *pm on April **, 2023 ************************* arrived and we began talking about the work to be done. He then asked me did the person who you spoke with indicate there is a $**+ to prepare a quote? I indicted no such information was provided by anyone Id spoken with at Instant Plumbing. There was also NOTHING in the two emails I received regarding such a charge. He indicated he would not do a quote unless they received a payment. I was quite surprised as he was already here. Why not provide a quote for thousands of dollars worth of work to a customer who theyve done work for ************************? I indicated I dont pay for quotes on work to be done (especially when Ive not been informed of it.) Im familiar with a few plumbing companies charging for quotes and then reducing the estimate cost by the quote amount if they are awarded the job. None of this was offered to me and he packed up and left. I wish the company to be transparent in its charging for work estimates and request the BBB to ensure this occurs in future.

    Business Response

    Date: 08/05/2023

    I appreciate your feedback. I have reviewed the call logs and all emails sent to you and would agree with your assessment. I have voided the invoice and call out fee. I also spoke with both the *** and Technician sent to your home. As you were a repeat client the call out is waived for a estimate, I have set that straight with them as well.  I am sorry for the uncomfortable experience you recently had with Instant and this is not the way we would like you to feel. So better communication on our end would have spared you this experience, and that is happening better now. 

    Once again thanks for your feedback and expressing your concern as this is the only way we can get better.

    If you require any more from Instant please let me know and you can call me directly as well.

    Kindest regards,

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

    Customer Answer

    Date: 08/05/2023

     
    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,

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

Instant Plumbing & Heating is BBB Accredited.

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