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:01/22/2025

  Type:Service or Repair Issues
  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.

  6-24,had a broke pipe upstairs caused a leak through the ceiling.We called Choice Hm War who sent out1st Resp Plumb who talked me into filing a clm with my home warr Allstate because the pipe breaking caused extensive dam2walls,ceiling,floors,appliances,&cabinets.Had us sign a contract for demo&pods to be packed&delivered when the job is complete.1st Resp had 2pods delivered&they packed my home&pods themselves (two different times).Had pods picked up (2different times) and taken somewhere that I do not know where. The Demo team was good&in the interim there was asbestos&then Termites. Since the condo was built in the70's&on a common wall the *** was responsible. They took care of it immediately. Meanwhile since more demo happened due to asbestos; termites on the common wall were exposed. The *** took care of that immediately. The *** had no delays in taking care of their part and followed their protocol necessary. When the Demo was completed&ended that department referred us to the restoration ********************* had Alejandro,Andrea, *****,Will,&Robert working on our project at one time or another. ****** insisted she would be in charge of everything no matter who I choose to work with. Will was fired&stated to us "he was hired because Robert&Andrea wanted a white person to work with us because we were white".***** called&said 1st resp refuses to work with us until we sign a new contract, pay $1k dep or if we did not sign, they 1st resp was entitled to40% of the money ******** was giving us. I felt, bullied, strongarmed, even pressured to sign and we had no other choice to sign. The contracted does not have a correct3 day ROR. 1st response says they have custody of our items in the pods until a 16k bill is paid that they refuse to tell what it is for. ******** has paid the demo in full. 6 months later the contract is expired, and we still are at the studs and cement flooring. nothing has been done.Permits were not obtained for pipe repair per city inspector

• Initial Complaint

  Date:12/05/2024

  Type:Service or Repair Issues
  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.

  On Tuesday 12/3 two technicians from first response plumbing came out to replace our leaking water heater . They are contracted with our home warranty insurance at First American home warranty. Initially they dont even have our water heater when they arrive so one technician leaves to go pick up our water heater the other one stays behind. He immediately proceeds to cut our pipes without the new water heater present . The other gentleman then returns with the water heater and they realize they made a mistake so they left to go get more parts that they needed and then return a few hours later. They started this process roughly around 2:00pm and left our house roughly around 5:20pm . They mounted the new water heater to the wall however it is not connected and our pipes were still cut so we have had no running water since 4:00pm on 12/3. The technician told my husband he would fix it so we atleast had running water but he didnt. They left knowing my family with 3 small children would have no running water,gave no real explanation as to why it cant be fixed or when it will be fixed. except they dont have the pipes we need and their manager told them the job cant be completed . We called numerous times that evening and got ahold of no one. Then on 12/4 they state that we need new copper pipes and our Insurnace wont cover it so we have to pay $1,100 to have it fixed . This business is unprofessional and immoral. They made a mistake and left my family with no running water and now are telling me I have to pay $1,100 . Its absolutely absurd. The manager is claiming they dont use CPVC pipes and it has to be copper and is now saying our water heater is not up to code . My home warranty wont pay for it because nothing regarding the pipes or the water heater not being to code was mentioned in the original notes from the first inspection on 11/12 and they are saying they dont pay for upgrades . I do not want copper pipes . I want running water for my family

• Initial Complaint

  Date:10/24/2024

  Type:Order Issues
  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.

  I entered into a contract to reconstruct my home after a pipe burst with this Company. I spent 91 days in a hotel and when the insurance coverage ran out had to move back into my home on September 9, 2024, under duress from this company as the contractor had not finished the work nor scheduled work to be completed. I am an 81-year-old disabled woman that had to sleep on bare floors for three days until I could arrange for accommodations in my home. After a meeting in good faith with their representative and my son October 10, 2024, we agreed on possible methods of settlement and they were to give me a result on Friday October 11, 2024. They did not nor was there any communication and proceeded to tell my insurance company that no such meeting or discussion took place. They took possession of the check; then told the insurance company they had the right to endorse my name and could cash the check. They have not responded to any attempt by me to contact them concerning the completion of the work. It was necessary for me to hire out for some of these items to be done so my home was acceptable for normal living, They had already forced me under extreme duress to sign away my rights to their completion of the unpacking portion of the contract against a charge of over $11,000 (if I wanted any of my belongings returned: everything I owned was in their possession), which the State Board of Insurance and my ***************** deemed to be triple normal costs and not-payable. I had to sign a NDA which seems void now considering what I am facing if I have to take them to court just to get this contract brought to completion. I have enclosed the copy of the last check from the insurance company that they took from me after lying to me and my son that they were going to pay me reimbursement out of it and copies of the contract one of my correspondences to the President of the Company and the list that was given to them (a third time) at our meeting of October 11th.

• Initial Complaint

  Date:03/19/2024

  Type:Service or Repair Issues
  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.

  They need to refund my homeowners insurance $35,000. They claimed to have done work at my house and they did not. They only left drying machines for a few days (10) tops. They did none of the work, no demo, no restoration, no install. The invoice was supposed to be $2900. They fraudulently billed my insurance with a FAKE bill of services provided. They left equipment packed up in my garage for weeks and weeks with no answer to phone calls and texts. The machines were plugged in for 7-10 days only.

• Initial Complaint

  Date:03/11/2024

  Type:Service or Repair Issues
  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.

  We just received a call from 1st Response stating we have an outstanding invoice of 9k (for water damage & hot water heater replacement services as far back as 10/2023). Our home warranty delivered a replacement heater to them 10/10/23. The issue is 1st Response stopped responding to us (calls and emails) in October. Our water heater was never delivered and the work they claimed was never performed (new heater stand and mitigation service).Our home warranty agency also were unable to reach 1st Response and had to track down the equipment they sent to 1st Response. As a result, we were forced to come out of pocket to pay for the water heater and damages ourselves. We've disputed the claims of services rendered ever since and now they claim we owe them for "water mitigation" service which was only a fan, and I had to ask them multiple times to come pick it up. Now I see this is just how they do business and try to claim that the fan is needed, when it was not.The guys that came out to take the pictures stated they couldn't take the fan with them, as that's handled by the office/dispatch staff. However, when we called them no one returned our calls (as mentioned previously). So now that there's an outstanding balance they want to claim 9k of services were rendered. That's false!! I have our documented emails, messages and calls as well to prove our attempts to have the equipment removed and to address the false/inaccurate invoice. Emails show no response from 1st Response and an invoice for 3k (after all work was allegedly completed). So it doesn't make sense for us to now owe 9k for services never rendered. This appears to be in retaliation for us filing a complaint with our warranty company and 1st response being banned as a vendor moving forward on their end.

• Initial Complaint

  Date:10/02/2023

  Type:Product Issues
  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.

  Received an email estimate for repair work from 1st response Plumbing on Aug 22, 2023. Document and email are titled "Estimate.' Estimate was for $150.00. Crew from 1st response arrived Friday Aug 25th, tested the area with a moisture meter. Area being inspected is a windowsill approximately 3 square feet. Crew sparayed a few liquid ounces on the area, plugged in a dehumidifier. Company was a no-show on Monday Aug 28th, 2023, to pick up the dehumidifier. Company picked up the dehumidifier on Tuesday, Aug 29th, 2023. At no time was i notifed what the cost was going to be, only to reasonably expect the bill to be at/or around the estimate of $150.00. The crew were in my residence for less than 40 minutes total time. Received a bill for $2500.00 on Aug 30th, 2023. I sent numerous emails and texts asking for an itemized bill explaining the disparity between the estimate and the bill. The bill is a ****% increase from the estimate. 1st response plumbing refuses to answer my emails and also refuses to send an itemized bill explaining the costs associated with the minimal work of spraying a few liquid ounces on an area approximately 3 square feet (small windowsill) and plugging in a small dehumidifier from Friday afternoon, Aug 25th and retrieving the dehumidifier on Tuesday Aug 29th, 2023. The company does not respond and refuses to explain the ****% disparity. 1st response Plumbing has the BBB logo on their website but is listed as "Not BBB Accredited) on www.bbb.org. Current BBB rating for 1st Response Plumbing is an "F".

• Initial Complaint

  Date:02/21/2023

  Type:Service or Repair Issues
  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.

  This contractor has been working on my house due to a flood. Money is being covered by insurance. They have received money like it was agreed on September of 2022 to finish the job and remainder of the money would be paid when the job is finished. They are now saying that the price is higher than originally agreed and yet failed to contact my insurance or myself to fix the issue. My insurance is waiting on them to file paperwork needed where it shows the additional costs and yet they failed to do so. I have personally called with no response in over 3 weeks. I have reached out for legal counsel on this matter as well. I would like my house finished correctly. They stopped *************** over 1 month ago. My laundry and back room still need to be finished

• Initial Complaint

  Date:11/30/2022

  Type:Service or Repair Issues
  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.

  I signed an agreement with *** *********** ******* ***. , now doing business as 1st Response Affordable Plumbing, with ******************************* on Sept. 10, 2022 to fix the water damage in my garage. The work will include demolition of the damaged dry walls and shoe shelves installed on the wall, clearing the stuff I have in the garage and put them on storage and of course restoration of the garage caused by the water damage. They have not completed the work until now. They have been ignoring my calls and text messages . The restoration work is I believe minimal and would have been finished in two months if they were just doing their job diligently. It has been more than two months since we signed the contract. ********************** has gone to the site only twice. In addition , the job done by his workers were not done according to the building code. The workers who installed the dry walls covered the vents for the heat that were originally built in my garage and the water heater was not installed according to codes per the **** guy whom I asked to inspect my gas appliances. Now I have been asking them to provide me with the storage rental fee so I can take the stuff out of storage and inspect the damaged items for claims. I have an insurance claim representative who is requiring those for the claim.

• Initial Complaint

  Date:08/05/2022

  Type:Service or Repair Issues
  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.

  Date of transaction: Nov 2021 project completion. Flood Damage due to pipe bursting in the property. Cost: over $40k for repair and restoration.Business name: 1st Response Plumbing and Restoration offer to also repair and restore property from there contractors.Restoration completed after 4 months of initial damage, June 2021.The floor was completed by contractors of 1st Response but with minor issues with floors peaking and creaking due to improper installation of the floors. We were told to give it time to expand and wait for a month then call back again. It has been more than 6 months now and the problem still persist. We keep calling and Keep getting h ignored for response from 1st Response POC ******, she is the adjuster, ******************************************* and POC for my insurance and coordinated all the work. So far they have not follow up on their guarantee and professionalism of their work and their business advertisement. We have been really patient with this company but they keep passing us around and kept us waiting and waiting and not telling us to comform or provides us updates. I believed that this company once they are done and got the insurance money they do nor care nor follow up since they are no more money coming from the insurance.