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Business Profile

Plumber

ProStar Plumbing & Heating

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for ProStar Plumbing & Heating's headquarters and its corporate-owned locations. To view all corporate locations, see

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ProStar Plumbing & Heating has 2 locations, listed below.

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    Customer Complaints Summary

    • 4 total complaints in the last 3 years.
    • 1 complaint 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 status

    Complaint type

    • Initial Complaint

      Date:24/10/2024

      Type:Billing 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.
      Date of the Transaction: The service call took place today (October 23, 2024), and the $100 gift card was received via email a few weeks ago.Amount of Money Paid: I was charged $100 for the diagnostic fee.What the Business Committed to Provide: The business committed to providing a $100 discount toward their services, as outlined in the gift card. On the phone, they confirmed this would apply to the cost of diagnostics.Nature of the Dispute: The business quoted an unreasonably high price for fixing a clogged toilet, $150 higher than other companies. When I declined the service, they charged me the full $100 diagnostic fee, stating that the gift card discount only applies if I went ahead with their repair, a condition that was not made clear. Additionally, there were no details available about the gift card on their website, despite instructions to check there, and my email inquiry about this went unanswered.Whether the Business Has Tried to Resolve the Problem: No attempt has been made by the business to resolve this issue.Advertising Information: The $100 gift card was received via email, with no clear terms available on their website as stated in the small print of the card.

      Customer Answer

      Date: 24/10/2024

      We were not able to use the gift card they sent us, so we had to pay $100 out of pocket. We are looking for a refund of that fee. 

      Customer Answer

      Date: 24/10/2024

      Hi, the business owner contacted us and refunded the $100 fee, we're happy to close this complaint. 
    • Initial Complaint

      Date:15/05/2024

      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.
      Reporting this on behalf of my Mom who is 87 years old and English is her 2nd language.*****, the Tech went to *****'s house on Mar 26 since she did not have any hot water for several days. He quoted her $4,200 to replace it or $2,000 to repair it but said that parts were not available since the manufacturer was no longer in business. I spoke with him when he was at her house and requested that he email the quotes so I could review before she made the decision. Based on ***** stating that parts would be difficult to get, she ordered the new hot water and they could install it the next day. The contract did state that if she cancelled it, she would be charged a $389 cancellation fee along with the $100 service charge. The next day prior to them showing up to install it she cancelled it since here neighbor told her that the manufacturer is still in business. They found a plumber to stop by and look at it on Mar 28 and discovered that there was absolutely nothing wrong with the hot water heater. The switch was simply turned off! So the Tech was clearly taking advantage of her. I have called the office several times and emailed the Tech manager several times and they have not called me back. I am requesting a full refund.

      Customer Answer

      Date: 15/05/2024

      Attached are the documents that you requested.

      Credit Card Transactions: You will see 2 charges from NBX*Prostar Plumbing.  Charge of $1800 on Mar 26 and then a refund of only $1287.60 on Mar 28. This is for the cancellation fee and the $100 service charge.

      Prostar invoice:  This is the invoice they provided for the down payment. 

      Buyers right to cancel: The document they left with her.

       

      Business Response

      Date: 20/05/2024

      Im sorry you feel that your Mother was taken advantage of. I will have *** reach out to see what happened, and follow up with you. If you could please send us the invoice of the other company who found nothing wrong it would help with training, as I would like to understand how we misdiagnosed the issue.

       

      Customer Answer

      Date: 21/05/2024

       
      Complaint: 21712187

      I am rejecting this response because they requested to contact me and an invoice from the other company.

      The plumber who came and turned on the switch did not charge my mother since he was shocked that Prostar Plumbing wasn't able to resolve it and that she was without hot water for so long.  Therefore I do not have an invoice. However, I could ask him to email her with a diagnosis.  However, rather than waste his time, I would prefer to speak to you.  My cell number is ************. This is *************************, *****'s daughter.  As I mentioned I have been calling and emailing you since Mar 26 and it is a shame that it has taken me to reach out to BBB before you actually responded. I look forward to receiving a call from you.

      Sincerely,

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

      Business Response

      Date: 22/05/2024

      Hi *****. The switch that you are talking about is the power to the tank that we turned off once we identified a faulty gas valve. Secondly your Mothers neighbour called us to tell us that Cyclone plumbing had recommended calling a 3rd party plumber to switch the Tank out. The tank you have is a Giant brand tank. They do not make those anymore. Your mother than called us and told us to push the install back a till noon because she had an appointment.  So we had 2 techs waiting once they were dispatched. Then she called in an hour later to cancel. 

      we have all audio from the calls recorded we can share. We are not being difficult but unfortunately you dont live in the Country or were any part of any conversation we had so i find it difficult for you to actually know the scope of work we did, and the time to diagnose and sit down with your mother.  *** will be reaching out to you from our Office. 

       

      Customer Answer

      Date: 23/05/2024

       
      Complaint: 21712187

      I am rejecting this response because: the explanation that you provided does not align with what what was discussed with my Mom. ***** told my Mom that he had to replace all the parts at the top (whatever that means), and he never mentioned anything about a faulty gas valve.  She never received a quote with what parts had to be replaced no was a reference about what the issue was which is very odd.  Also why is it that once the switch was turned on it started working?  It wasn't working for several days before ***** came by.

      I did speak with ****** today and she agreed to refund the money for the cancellation fee. Appreciate that. She is now going to speak with the Owner to discuss the service charge so I'd like to keep this open until I hear back from her.


      Sincerely,

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

    • Initial Complaint

      Date:25/08/2023

      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.
      Transaction Feb 12, 2023 amount - $1422.96 Emergency plumbing for a shower faucet. The tech installed a $150 fixture and took 2 hours to do to work. There is a $99 call out fee. I complained after the fact that I felt their pricing was predatory due to urgency and emotions. This job should have cost in the $500 to $600 range. They never acknowledged my complaint. Now I continue to receive phone calls for further service. I have told them on no less than 4 occasions to remove me from their call list.

      Business Response

      Date: 28/08/2023

      Were sorry to feel our prices are to high, we reach out to all customers in our database who we have done work for. We will remove you from the list.

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