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:05/02/2025

  Type:Billing 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.

  On October 9th, 2024, I called Pettis Plumbing regarding a hot water tank in need of replacement. A technician arrived, bringing with him someone who appeared to be a friend hanging out with him at work. He confirmed the hot water tank needed replacement but was unable to give a clear quote. He checked on his phone for some information but was unable to locate it. When I asked when a new tank could be installed, the technician responded, "should be by the end of the week". That meant no hot water for at least the next two days. Overall, the interaction left me feeling an overwhelming lack of confidence in Pettis Plumbing. As a way to end the interaction, I suggested they carry on with their day and email me a quote when they were able to get the information. After they left I contacted another plumbing company for a second opinion. A manager came by promptly, assessed the hot water tank, confirmed it needed replacing, provided a quote on the spot, and stated emphatically it would be replaced by the end of that day. I asked them to move forward with the replacement, and they did. I was surprised when a few days later I received a service bill from Pettis Plumbing. I asked what service I was being billed for they said it was for service provided. However, no service was provided. They feel I'm not paying them what they're owed. I feel they're billing erroneously as I did not receive any service or benefit from them. Now they're telling me interest will be accruing on the bill if I don't pay them. Insight and advice on how best to move forward in dealing with this situation would be much appreciated. Thank you.

  

  Business Response

  Date: 10/02/2025

  Hello *******,
  
  Thank you
  for your note.
  
  I am sorry
  to hear you were not happy with your Pettis Plumbing Inc. experience.  The
  fee in question is the service fee discussed with you before setting up the
  appointment time.
  
  Service
  fees are charged to cover the travel time to and from, and the work time to
  diagnose the problem at the customer’s location – regardless of whether or not
  the customer decides to proceed with additional work. This fee is included with
  the install when that happens… as you will remember from your sump pump
  installation and the bill of September 2022.
  
  We were at
  your home for an hour, in addition to travel time, and we did follow-up with a
  formal estimate by email, as you requested on 9 October on 10:39am, but did not
  hear back from you despite follow-up, until 14 October when you confirmed you’d
  made a purchase through another company.
  
  The helper
  accompanying the technician was not charged to you and was there for learning /
  professional development as part of his schooling.
  
  Best of
  luck with your new hot water heater.
  
  Kind
  regards,
  Pettis
  Plumbing.

  Customer Answer

  Date: 13/02/2025

   I am rejecting this response because:
  
  
  In response to your reply, I do not recall being
  advised of a service fee, regardless of whether or not a service was provided.  Nor is there mention of such a policy on your
  website.
  I previously paid a service fee for a sump pump
  installation in September 2022. However, in that case, the technician provided
  service by replacing the sump pump. The service at that time was excellent. In
  this instance, no service was provided beyond an assessment, yet I am being
  charged a fee.
  Additionally, the technician’s visit was very brief.
  Based on ****** Maps, travel time would have been 10 minutes and the technician
  was present for significantly less than an hour. This can be corroborated by a
  client who was in my office at the time, as I only briefly stepped out of our
  meeting to speak with the technician.
  After consulting a neutral third-party plumbing
  company, I was informed that situations like this are typically diagnosed over
  the phone. Given that my hot water tank was 11 years old and leaking silty,
  rust-colored water, the need for replacement should have been clear without an
  on-site visit. The company I consulted stated that they would have confirmed
  the tank type with the client beforehand and arrived prepared with a
  replacement, ensuring the work could be completed in a single visit. If
  replacement was unnecessary, the new tank would simply be returned to their
  office.
  To prevent such a situation occurring again, I would
  recommend you clearly state your billing policies on your website for transparency. 
  Kind Regards   
  

• Initial Complaint

  Date:28/10/2024

  Type:Billing 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.

  The company wwas originally asked to come and look at the job and give a quote. After waiting two weeks they arrived to do the work totally unprepared with no quote. I was forced to run buy parts, arrange an excavator wait for them to go get equipment they should have had as well as lend ladders. This was the most unorganized contractor i have ever dealt with. They also didn’t have the parts the were requested to bring over the phone for the UV light.
  When they said they were complete they left and i immediately had issues with the pump not shutting off and dripping. They also installed the filter so low it was impossible to change because they didn’t bring enough materials with them
  They were called back to repair the leak and move the filter so it was serviceable twice The second the got the leak to stop and installed the uv light.
  To my shock i was billed another 358$
  I ask for the manager to call me. she didn’t until they were about to send my bill to collection at which time i paid the bill to avoid my credit being affected.
  This is the worst service i have ever experience and the manager did nothing to rectify this situation. In fact if anything she made it worse with her poor attitude and lack of customer service skills

  

  Business Response

  Date: 20/11/2024

  The customer called and asked our company to install a
  customer supplied 60-gal Hot Water Tank, install a customer supplied jet pump
  and move water lines under his mini home, and change the Ultraviolet bulb and
  sleeve.
  Based on the nature of the call, we were not prepared to
  have to dig the well to change a pit less adaptor, so we did not have a ladder
  in our truck, or have the ability to let the homeowner know we would need an excavator,
  that either he could supply, or we could subcontract.
  Upon arriving at the call, the technician’s installed the
  hot water tank and moved the presently installed Ultraviolet up higher than the
  original installation. They then started working on the pump, it was discovered
  that the pump that the customer had purchased would not be strong enough to
  pull the water from the well, and that there was a need to the technician’s
  also discussed the need to excavate the well.
  Once we inspected the Ultraviolet light it was determined
  that we did not stock the bulb and sleeve kit that was required for the homeowner
  UV light. We did order one from our supplier, and once it arrived, we went to
  the customer’s and install the ultraviolet bulb and sleeve.
  The invoice for the hot water tank, pump, and moving of the
  water lines under the mini home, as well as the well work, was invoiced upon completion
  of the work.
  The ultraviolet light in question here, was not invoiced
  with the first invoice, as the work for the Ultraviolet light was not complete,
  once we completed the work, the invoice was then sent to the customer.
  You will see from the invoice that was attached to this
  complaint, that the customer was not charged for moving of the Ultraviolet
  light, just for the bulb and sleeve. As well no service charge was applied to
  this invoice.
  S***** ******
  Manager
  Pettis Plumbing & Drain Cleaning.

  Customer Answer

  Date: 21/11/2024

   I am rejecting this response because: It is incorrect.

  i initially asked for a quote. This did not happen. Had pettis plumbing came by to do the quote they would have been prepared to to the job when they showed up.  They also told me my pump was insufficient when they did show up even though  calculations and direction said it would be. Then tried to sell me a pump 4 times more expensive than the pump i had purchased. 
  i returned my pump and purchased the next pump up which was over kill but still only 60 % of the cost of the pump they would supply. It also took their plumber 1 hr just to read the instructions and figure out how to install it.

  after installation they were they would get paid untill they were completed. An air line fell off shorty after the left which i had to put on.

  They returned twice to stop a drip and adjust the pump so it wouldn’t  keep running. Then made a final appointment to move the filter up so it was possible to change the replacement cartrige and installed the uv light. At this point i paid them in full fot the invoice they had sent me.

  A week later i received another bill for their last visit.

  I refused payment initially of this final bill and asked for the manager to call me. She didn’t.

  Then they sent me a threatening letter two months later. I called and is asked why i  never received a call from the manager. No reason was given. 
  Finally next day the manager called me and gave her treat ultimatum to pay or be put in collection . So i paid and told her i would be opening a complaint with BBB and also give them bad reviews on google and yelp

   

  over all very unsatisfactory service topped off with poor management and customer service

   

   

  
  

• Initial Complaint

  Date:26/08/2024

  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.

  The job (in Valley,NS) was repiping two bathrooms, set a shower base and tub, move toilet and rough in faucets for tub and separate shower.
  
  ******* and ***** showed up on the morning of June 6th. At lunch ***** left, but ******* was to return. I checked what they had done. ******* did move the toilet drain. But new supply lines had not be run, they just put new fittings on the old, twist, cold damaged copper pipes. I called ***** at the Pettis office and spoke to her about the issues. She said she would talk to Brandon. When ******* arrived, he argued with me about running new lines. He didn't want to do it. It was only after my nephew stepped in that he listened and agreed to do what was asked of him. When he left for the day, the toilet drain and new supply lines were the only thing completed. The new cold water line for the shower was connected after the shut off for the outside tap (the one he installed during the previous job). The shower pan was started.
  
  Another call to ***** the following day resulted in her and **** coming on June 10 to discuss the problems, including some l I hadn't noticed. I refused to have ******* back, and they agreed to send *****, who arrived on June 12. He was there the entire day and started the tub/shower faucet rough-in, but didn’t finish, and did manage to set the tub in the alcove, but it wasn’t installed. I called **** on his cell after hours (***** was still there) and voice my concerns. I refused to have the company come back when I called them the next day.
  
  On July 18 I get a bill for this work, stating all the work was completed (not true). They also charged me for the pex pipe and fittings, but I supplied those. They charged me for a braided supply line for a toilet , but I didn’t receive it. They charged me $1626 plus tax for labor for work that wasn’t started, completed or had to be redone. I sent an email pointing out issues I had with the bill. Reply came on Aug 23 stating the bill will stand.

  

  Business Response

  Date: 27/08/2024

  Good Day, 

  Yes we did, complete the requested work for **** on her property in Truro. **** had first had us out to put in a hot water tank, and a outside faucet, we had two technician on the job, and she called to say she thought that the 1st tech ******* took longer, than she expected it to take to do his part, and ******* had to come assist ******* and then go back to what he was working on. **** asked for a deduction in labour for ******* for this work order, so I said yes and deducted time from the invoice. **** paid no problem this first invoice and paid right away, stating only great things about ******* work. She called back with more work to be done in the home of her late mothers that they were renovating and getting ready to sell. At no time did **** ask what the time frame, or a estimate to complete the work, we scheduled the next work dates and then ******* went to complete the work that she asked to be completed with a time and material billing. After I got the call about ******* not doing what she asked, I did ask ******* about this, and he had reason's why it could not be completed the way she was asking, so I asked him after he had his lunch and was returning to go and explain to **** what the process was to install or complete the job. Unfortunately **** didn't like the answers and called to say ******* was rude and yelling, this is not the personality of this technican at all, **** did not want ******* back, so we offered to send Byran to complete the work. That went well until ***** was taking to long to complete the job, and **** called to say she had a hard time understanding *****, so **** and myself went over and met with **** and she showed us what still needed to be done, **** explained that to run new shower lines and valves and put a shower base in that will take over a 8 hr day. That in plumbing things take longer then they may appear to take. 
  We sent ***** to do the work, and then I got a call at the end of the day from **** that she was not requiring our services any longer, her nephew would do the work, thanked us for our time. The next couple of days the time and material invoice was completed and sent to ****.

  ******

  Customer Answer

  Date: 27/08/2024

   I am rejecting this response because:

  There were problems with ********* work at the first job, which was reported to the business, and ***** was sent the next day to fix.  There were numerous slow leaks in the laundry room from ********* work that we fixed ourselves.  ****, himself, noted issues with ********* work from the first job and the second(contested). Being an experienced renovator, I have an idea of how long jobs would take.  Ask any plumber how long to rough in a tub or shower faucet and the reply would be 2-3 hours, especially since the supply lines had finally been run.  There was no reason why the new supply lines could not be run the way I asked...and in fact, when the company did them the second time, it was done that way.  I supplied the PEX pipe and fittings...i did not receive the toilet supply line.  I shouldn't have to pay for stuff I did not recieve.  The work requested to be done was not done within a reasonable time, and yes, I chose to not waste any more time and said that they need not return.  I received the bill in July, on the date stated in the complaint, after they called and said I was late paying (I replied I had received it, and the sent it soon after).

  
  I am not asking for a dismissal of the bill, but a correction.  Removal of the items I did not receive from the company.  Reduce the hours ******* took to redo the work he refused to as I don't believe I should have to pay for others mistakes.

  
  

• Initial Complaint

  Date:08/06/2024

  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.

  Called to have outside water faucet checked. No water
  They came in June 16,2023 they cut a pipe off on other side of room (NE. Side) (******* + ****** ******) ******* had to wait for a long time to bill us as she left the tablet on the dashboard it had to cool down. 219.50$ cheque #12.
  The pipe they cut went to the shower up stairs bathroom- no water to shower + sent in an older guy to fix what they broke.
  
  June 20,2023 (in the am)
  Same older guy came in on the 20th with ******* to see what he needed to bring to fix the faucet outside.
  ******* started the 288 point ******* **** **********, which includes changing the filter for the water system. She forgot the water was off and left the downstairs water running in the bathroom and flooded it. (The dog was in her cage In the bathroom) the older gentleman left and left ******* to finish her **********. I sat outside with her while she waited to be picked up. About an hour later. She wanted to start work on ********** sheet + I said no, for obvious reasons. *no charge all under ******* Club
  
  July 10th 2023
  Older gentleman came back and did work to fix the outside water faucet. (S.E. side of room)
  496.93$ cheque #13.
  Tried to snake toilet downstairs and said sorry his mistake and he used shopvac said I needed the septic emptied and had bairds septic in on July 11th 2023. 400.00$ cheque #14
  
  No one from ****** has been in our home since.
  Now they want to charge me for work that is not mine. None of the employees work there anymore.
  I do not owe them any money and have no intention of paying them!
  Thank you, *** *****
  *please note on final notice top of page June 20,2023 invoice date Oct. 31,2023 I asked to speak to people who did this work & none of them worked there anymore.

  

  Business Response

  Date: 05/07/2024

  ******** is upset because of not paying a bill from June 2023, we contacted her to pay her bill, and when she refused, we sent this bill to collections.

  The manager at the time **** ******, says all work was completed as invoiced, and up till we contacted ******** about not paying the bill, and letting her know it was going to collections, was the 1^st time she mentioned any of the below. She was saying ******* the tech on site told her there would be no bill because it took ****** so long to get her bill. When I spoke to ******* on the phone, she was using the tech name as Jenice, which was another tech that worked for ******, but did not work for them at the time of ******** work being completed. The invoice in question, does not include either of these female technicians working on the WO that completed. It was a male technician.

  Please contact me if you have any question.

  Customer Answer

  Date: 05/07/2024

   I am rejecting this response because:
  I have no idea who Jenice is and never used that name !

  I met ******* twice June 16 ,23 and June 20 23 so when would she have any conversation with me about the bill ?

  We hired them to fix an outside faucet and had no other problems till the wrong pipe was cut  !

  Thank you,

  ******** ***** 

• Initial Complaint

  Date:04/01/2024

  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.

  I drove to this company to buy a UV light for my water system . Was confronted by owner about my system. He showed me his systems and told me I should have a large filter canister. He told me he could send someone out to look at my system. I told him NO, he said there would be no charge to me. He said he often had people in the area and would send someone over to look at my system . Did not ask for water test and the travel charges were not expected as he said he would have people in the area. I feel that I am being charged for services I didn't want or need.
  
  When I did not buy his very expensive upgrade( not needed ), I feel he decided he was going against his word and charge me travel. **** ** ******** ******

  

  Business Response

  Date: 02/02/2024

  
  I did say when in the area we would look at Mr. *******
  water treatment system. We did complete work on his equipment while at Mr.
  *******’s home. Based on how his current system was working we gave options for
  other pieces of equipment to enhance his current equipment based on the water
  test results for his home. There is a cost to send technicians with Criminal
  Record background checks and that are drug tested to someone’s house.
  In over 25 years in the water treatment business this is the
  first complaint to the Better Business Bureau as we always so the right thing
  in the water treatment industry.
  When we recommend equipment to treat water, we always
  present a total package to clean the client’s water to the best of our ability.
  By just installing a water softener it only does half the job. As an example,
  if you were to take a ********** Beetle and tow a 35Ft RV, the **********
  Beetle could haul it no problem on the flat roads, give it an incline of road
  and it would struggle to move the camper easily up that incline, due to loss of
  power as the **********’s engine wouldn’t have the power or torque to complete
  the hill.
  We always offer 100% satisfaction on any of our water
  treatment equipment or work we do. So, we will be taking care of Mr. *******’s
  bill, there will be no charge to him for our visit to his home.
  
  Fred Pettis
  General Manager
  Pettis Plumbing and Drain Cleaning and Nature’s Mircle.