Complaints
This profile includes complaints for Mainline Plumbing and Heating's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 1 complaint closed in the last 12 months.
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Initial Complaint
Date:08/05/2025
Type: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.
Scope of work not completed, numerous deficiencies repaired by other contractor. One deficiency outstanding.
Business Response
Date: 26/05/2025
The scope of the job included some plumbing modifications and replacing the furnace and hot water for a new basement suite. All of this work was completed 2 1/2 years ago. When we were doing the work for venting the furnace and water heater we are required by code to keep the intakes and exhaust separated by 10'. For us to do this we would need to run one of them over below the joists and then into the joist space to get out, this would crate a bulk head which the customer was wanting to avoid. Since the chimney was no longer being used to exhaust any appliances, we used it as a ***** and ran the exhausts up to the roof. The customer wanted us to install a rain cap (china cap) over top of the pipes sticking out of the top of the chimney ( so the top of his chimney would look the same as his neighbors chimney). He was told that we will not do it because it would cause issues when it got below freezing. He was told that he could do it if he wanted and provided him with one. He is now wanting the venting to be moved to the side of the house, which we could do, but at a cost to the customer. Doing this will also create a bulk head in his basement suite, which he did not want when we did the original installation, as far as we are concerned the job is complete with no deficiencies left to correct. We have been out to the customers house since the installation to replace a defective neutralizer, which leaked, and to clear some frost from the furnace exhaust pipe. Neither of these calls were charged to the customer. The last time we attended the customers house was September of 2023.
Based on the last email he sent to us, we believe the venting is the deficiency he is referring to in this complaint. Unfortunately he does not go into any detail as to what the deficiency is.
Customer Answer
Date: 28/05/2025
Complaint: 23301612
I am rejecting this response because:1) *ulk head is an option for Mainline Plumbing and Heating to utilize for routing of exhaust PVC lines for both Hot Water on Demand and High Efficiency Furnace, see Page 1 of "2022-04-19 *ulkhead and Deficiencies by Mainline Plumbing and Heating". Mainline's claim that **** ****** did not want a bulkhead in the basement suite is False. There is a bulkhead in the current basement suite.
2) ***** Cap is an unprofessional reference to a "* Vent" by Owner of Mainline Plumbing and Heating as shown in "2024-03-27 ****** Review for Mainline Plumbing and Heating with Unprofessional Response from Owner". This shows the degree of unprofessionalism by ******* ***** (Owner)
3) Roof top *-Vent rain cap should be done in conjunction with heat trace to prevent freeze up during the winter. I have experienced a freeze up in the winter of 2022/2023 where Mainline technician scraped the ice out of the High Efficiency Furnace exhaust PCV pipe. Heat Trace would eliminate this. Also, it is not a reasonable expectation to climb onto a roof during the winter months. This is DANGEROUS.
4) Comparing aesthetics of my house to my neighbors is NOT my concern. I do not want water from snow or rain entering my roof. This is why I want a rain cap, even if it has to be made custom and the * Vent currently on my roof replaced as it has a GIANT rust hole in the side of it. Venting is not the concern.
5) Venting PVC exhaust pipes for the Hot Water on Demand and High Efficiency Furnace should have initially been routed to the side of my house, through the bulkhead. I have another house where the exact same units installed by Mainline Plumbing and Heating were vented out the side of the house, by another reputable plumbing and gas fitter contractor located in ******************** This allows for any built up ice under the exhaust to be removed at a ground level, which is a safe practice for home owners. This was communicated during the initial walkthrough when the entire job was quoted by Mainline Plumbing and Heating (***** *****) and **** ******* Mainline Plumbing and Heating CHOSE to vent the two units through the existing chimney stack to the roof top. If the two units required this, then ***** ***** chose the wrong Hot Water on Demand and High Efficiency Furnace for the house. This is where I question the qualifications of Mainline Plumbing and Heating. This shows lack of understanding of Prince ****** ******* and how ice builds up on high efficiency units, where the exhaust has a high moisture content. Mainline Plumbing and Heating should have installed 2 exhaust PVC pipes through bulkhead in basement suite. This is the basis of entire claim.
See Page 1 of "2022-04-19 *ulkhead and Deficiencies by Mainline Plumbing and Heating" where the bulkhead is CLEARLY shown in the photo.
6) Defective Neutralizer:
- See "2023-09-11 Hot Water on Demand Drain Rework due to faulty Neutralizer"
Mainline Plumbing and Heating changed the drain for the Hot Water on Demand from their original installation, then tried to **** Mike ******* ****** ****** (**** ******** mother) replaced the neutralizer at **** ******** expense. **** ****** rejected invoice number *****, as detailed in "2023-09-20 Mainline Rework of Hot Water on Demand Drain - Invoice Rejection by **** ******" and "2023-09-20 Mainline Rework of Hot Water on Demand Drain - ***** ***** Response". **** ******** basement suite experienced a bad flood due to Mainline Plumbing and Heating's faulty work at the Hot Water on Demand drain. Photos of flood damage shown in "2023-09-20 Water Damage due to Neutralizer Deficiency by Mainline Plumbing and Heating". Mainline Plumbing and Heating would not cover any damages arising from flood from the Hot Water on Demand drain. Rework of drain performed by Mainline Technician as shown in "2023-09-08 Rework of Neutralizer Drain by Mainline Technician". Purchase of Neutralizer from ************************ as shown in "2023-09-08 Replacement of Neutralizer by ****** ******". This contradicts Note 7 below.
******* ***** lied to **** ****** regarding the rework of the Hot Water on Demand drain. After **** ****** produced photos of Mainline's technician performing the repairs for the drain, ******* ***** changed her story to **** ******* This is part of why I rejected invoice *****.
7) Mainline's statement of "Neither of these calls were charged to the customer". This is false, see note 6 above. I had to reject the invoice on Sept 11, 2023 as shown in "2023-09-20 Mainline Rework of Hot Water on Demand Drain - Invoice Rejection by **** ******".
8) Other deficiencies by Mainline Plumbing and Heating are as follows:
a) 2022-04-19 *ulkhead and Deficiencies by Mainline Plumbing and Heating
Key Note: *ulk head constructed and could have been used by Mainline Plumbing and Heating.
Water lines and vents had to be reworked/rerouted due to lack of communication by ***** ***** with **** ******* **** ****** and ****** ****** provided clear communication that a drop ceiling would NOT be utilized for this basement suite. Drywall on the joists is the end goal as a drop ceiling is very expensive when compared to drywall attached to the underside of joists.
b) 2022-05-01 Fresh Air Intakes - Hole in Exterior Wall Filled by *. ******
During my inspection of work performed by Mainline Plumbing and Heating, I noticed the two intake A*S pipes for the Hot Water on Demand and High Efficiency Furnace which penetrated the exterior North wall were NOT sealed at all. Mainline technicians cut an oversized hole through the wall, installed the two A*S intake pipes and did not insulate the area what so ever. I could fit my hand around the pipes. I used spray foam to provide a vapor and moisture barrier so the house is properly insulated. This would have been a severe problem during winter, causing potential freeze up of water lines and a flood of the basement suite. Problem remedied by **** ******, no compensation by Mainline Plumbing and Heating.
c) 2025-05-23 High Temperature Silicone for Repair of Roof Exhaust
See note 8 (e) below.
d) 2025-05-23 Mismatched Paint on Exterior Siding by Mainline Plumbing and Heating
I need to have a contractor fix the siding of my house. Mainline used the wrong color of paint due to laziness. See Page 5 for highlighted text where ***** ***** stated "the painted piece, only has primer on it, we do not carry colour match paint around in the vans for every single house that we do. We have white or grey primer, which ever one is closer to the colour of the existing house".
This is UNACCEPTA*LE. I would have PAID for the proper paint, which I REQUESTED in my emails. Mainline is LAZY.
e) "2025-05-23 Rusted * Vent for HWOD and HE Furance Exhaust" and "2025-05-23 Repair of existing * Vent by **** ******"
I have performed a temporary fix to the roof top * Vent. Mainline Plumbing and Heating refuses to finish their work, which is why I am making this complaint to the Better Business Bureau.
f) See deficiency package: "2022-04-19 *ulkhead and Deficiencies by Mainline Plumbing and Heating"
Mainline technicians left a mess for **** ****** to rework, at his expense. Mainline would not remedy any of their work. ***** ***** would NOT communicate with **** *******
This company will change their story as needed, despite email and photo backup.
Sincerely,
**** ******Business Response
Date: 05/06/2025
1) The option of venting to the side of the house would have been discussed with Mr. ***** or his mother ( as **** was absent quit often when the work was being done) prior to us venting the appliances through the chimney. I recall him wanting everything up in the joist space with the exception of the duct work, which could not be relocated into the joist space.
2) The b-vent that **** has been referring to in previous emails to us, was the rain cap or china cap, so I am not sure wat he is trying to get at here. He clarified this with an email on June 29,2022
3) Mainline will not installed a rain cap over the top of high efficient exhaust pipes under any circumstance. The rain cap will cause issues with the operation of the appliances and will deteriorate within a short period of time after being installed.
4) **** sent an email on June 7, 2022 in regards to the rain cap, which he refers to as a chimney flashing. He states " it is an extreme eyesore" . The rain cap is what we supplied to him and told him that we would not install it and he did not say that this was not the correct part that he wanted replaced. This was the only piece of b-vent that was remove form his chimney, so we could vent the appliances. The rain cap would not prevent water from entering his house as the chimney is sealed.
5) venting of high efficient appliances can be vertical or horizontal. The manufactures show the appliances being vented both ways in their manuals. As far as being done in ******************** there are complete Town house complexes that are vented this way and quite a few individual homes. See page 35 of the installation manual attached.
6) the condensate neutralizer had a defective housing that cracked and leaked. Any consequential damages because of the water leak would not be assumed by Mainline as we did not do anything incorrectly for this to happen. the manufacture was supplying new housing free of charge for a certain time and changed the material that these housings were made out of.
7) We did invoice Mr. ****** but none were paid and we have reversed the charges from his statements. He currently has no outstanding balance with Mainline. Invoice ***** included servicing the Navien which is not covered by any warranty, but we have reversed the charges for this invoice.
8) a)Mainline reworked the water lines that were not done properly when first installed.
b) the sealing (insulating) of the box end where the pipes exit the house were fixed prior to us being notified that there was an issue, so we did not have opportunity to fix the situation. This is indicated in the email on June ******. The over sized hole was an existing penetration oi the side of the house that we utilized to run our smaller pipes through so he would not have to reside his house.
c) see note e
d) I stated to him that he could buy his color match paint back in ***************************************************************** buying it now.
e) The "repair" of the b-vent is something new as this was the condition of the b-vent prior to the original installation. The b-vent is no longer serving it s original purpose and is functioning as a chase. If we did not use it as a chase it would be capped off the same way it is now less the *** pipes coming through it. ( there would still be no rain cap)
Overall, **** ***** was the general contractor on this job and was good at communicating what needed to be corrected. I believe we corrected what needed to be corrected when we were asked to do so. Mainline always does there best to complete the work in a timely and cost effective manor on any job that we do. We do know what we are doing and that is one of the reasons we are not willing to install a rain cap on the top of Mr. ******* b-vent.
Mainline would be willing to come back and re-vent the furnace and water heater to the side of the house, but it would be a charge to Mr. ***************************** youCustomer Answer
Date: 06/06/2025
Complaint: 23301612
I am rejecting this response because:Mainline provided false information. I will be pursuing civil litigation. I have email and photo backup for all work completed, including all deficiencies.
Be very careful to provide full payment to this contractor without a final walk down and agreement on deficiencies. Once Mainline gets their money, they will not provide remedial efforts without a fight.
I have never dealt with such an unprofessional contractor, until this experience.
Pursue another contractor for Northern BC!
Sincerely,
**** ******
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