Business Profile
Plumber
Cactus Plumbing and AirComplaints
This profile includes complaints for Cactus Plumbing and Air's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 4 total complaints in the last 3 years.
- 4 complaints closed in the last 12 months.
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Initial Complaint
Date:11/11/2024
Type:Status:UnansweredMore 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.
1) Friday, Oct 25th between 9:30am-9:45am with Cactus Plumbing and Air. License #: ******, ********* I financed $2029 through their 3rd party company ******. On Monday, Oct 28th, $507.25 was withdrawn from my account. The remaining balance with Sunbit is now $1,521.75.3) Repair a leak in my main waterline, replace the water station in the front yard and replace the water **** in the backyard.4) I cancelled their services on Friday, November 1st. The first ****** they sent out showed up on Sat, Oct 26th & Sun, Oct 27th and never showed up again. On Thursday, Oct 31st, I called Cactus Plumbing and Air. They told me they were unaware that no one had been at the site for four days. They promised to have someone out first thing Friday morning. Next ****** shows up around 11:30am on Friday and says he can repair the leak by the end of the day. I left to run errands around 1:15pm and when I return around 2:30pm, he was gone, never to return. At 4:30pm that night, I cancelled their services. On Saturday, Nov 2nd, I contact Cactus Plumbing and Air to request a full refund of the $507.25 deposit. At 11:09am, I received a text stating that my refund request was sent their supervisor for review and I will hear something by Tuesday, Nov 5th. No one contacts me so on Friday, Nov 8th, I respond to the text stating no one has contacted me. I do not get a response. I called Cactus Plumbing on Saturday, Nov 9th to express my concern and was told "I promise you will have your money back." I gave them until Monday, Nov 11th at noon to contact me and they have not. 5) My refund and the cancellation of the remaining loan balance should have been made the moment I ended their services and I've been given the run around. I've attached pictures of the huge hole this company left in my front yard, the receipt from Cactus Plumbing along with the receipt from the company that actually repaired the leak, Bumble Bee Plumbing.6) No advertising was involved.Initial Complaint
Date:10/01/2024
Type:Status:UnansweredMore 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.
>My scam happened on June 17 2024 with Cactus Plumbing and Air paid $7200 for water heater and water condition system >They requested my photo ID and recently attached it to emails. I request that the company remove this photo from their records for my privacy and protection.>Stated in the *** files attached ******* ***** CEO send out untrue statements regarding dates, removing my existing water softner that I did not request to be a issue . It was a request to have a 2nd quote for a heat pump water heater only.>the business has refused to resolve my request of installing the Rheem heat Pump water heater and remove the one the technician installed Please review the ***s I also have more if needed Thank You ****** *** ************Initial Complaint
Date:09/25/2024
Type:Status:UnansweredMore 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.
Job was done on 7/9/2034. Receipt was provided. No invoice was provided. No invoice number was ************* sister in law called on 9/11/2024. ******* who claims she is the CEO, was rude and stated "in best interest to part ways" and refused to send a plumber to fix the problemInitial Complaint
Date:05/02/2024
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.
On Thursday, April 18th, Junior from Cactus Plumbing and Air visited my home at ********************** to perform a water heater tune-up along with an AC tune-up. Unfortunately, my wife was home alone with our baby at the time, and I was not present.To our dismay, upon my return home, I discovered water leaking from the water heater, causing significant water pooling at our laundry room floor. ****** informed us that the unit was compromised and required immediate replacement. This was perplexing to us as we had never encountered any issues with the water heater before his visit.Reluctantly, we agreed to proceed with the replacement, given the urgent circumstances of having a 2-month-old baby and guests in town. However, the situation quickly escalated when **** arrived for the water heater replacement. **** insisted that all plumbing needed to be replaced at the water heater connections, along with additional components such as a pressure regulator and new valve. Consequently, the initial estimate of $2,200 skyrocketed to an exorbitant $4,000, with unexpected additional charges continuously being added.Understandably, I expressed my dissatisfaction with the escalating costs, only to be informed that Junior was not even specialized in water heater replacements. This lack of transparency and professionalism is deeply concerning and unacceptable. Despite feeling taken advantage of in multiple ways, we were left with no choice but to proceed with the exorbitant charges to ensure the functionality of our water heater. This entire ordeal has left us feeling exploited and deeply dissatisfied with the service provided by Cactus Plumbing and Air. Given the circumstances and the significant inconvenience and financial strain imposed upon us, we kindly request a substantial refund for the overcharged amount. We firmly believe that such a gesture would demonstrate your commitment to customer satisfaction and help rectify the negative experience we have endured.Business Response
Date: 07/03/2024
Hi *******************,We take our customer complaints very seriously and I want to first off apologize for the negative experience you had with our company, I can understand the stressful situation that occurred in your home and wanted to have it resolved asap.I see the job was done 4/18/2024 I see our tech junior was out for an ac tune up and he had also looked at your water heater even though he explained he was not a plumber but would be happy to have the office send one out. Which we did the same day. **** had shown up and looked over the water heater and recommended replacement along with replacing the main valve and pressure release valve and piping. ***** was discussed with you and the first of 4 signatures took place to approve the work. We give our customers options when it comes to pricing. We had offered an install only if you wanted to buy the water heater and have us just do the install, Or to purchase and install through us. You agreed to the replacement and the price and signed the estimate. This was the 2nd signature. Then when *********;returned the same day with the water heater you then signed a 3rd time approving you have received the water heater. Then upon install you then signed a 4th and final time for the job completion and you were satisfied with the install of the water heater and valves. When **** had left for about 2 hours to pick up the water heater This had given you time to think about the price of the job you were under no obligation to proceed with the work or our company. The first time we heard about your dissatisfaction with the price was on 4/26/2024 that's 8 days later. Why not let us know right away of the issue with price? We have financing options to help our customer as well as numerous other avenues we could have tried to help cut some of the cost. With nothing being said to our technician or to the office the day of or even the next 2 days, we didn't know the cost was an issue till later. I hope you can see our side of this. I truly apologize for any wrong doing on our part. I have attached the 4 signatures and time they were signed so you can see the amount of time you had to think about this purchase. Please let me know if there is anything else I can do for you.Thank you*********************
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