Complaints

This profile includes complaints for Ongaro & Sons's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Ongaro & Sons

  250 D St Ste 700B Santa Rosa, CA 95404-4773

  
• 

  Ongaro & Sons

  11 Ross Ave San Anselmo, CA 94960-2810

  

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:02/23/2025

  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.

  On 02-7-25 I requested a simple duct cleaning. He insisted on inspecting the entire HVAC system. I allowed this given that I have limited knowledge of HVAC. He alarmingly claimed that carbon monoxide might be leaking into the children's room and reported that my heat exchanger was corroded and crackedfindings not mentioned by any previous **********. He said I had to sign a hazard report form, that my furnace should be condemned. That I need to tell my tenants- I recorded our conversation with the **********s agreement because I did not want to miss a detail for my partner, who is a real estate professional. During this discussion, he stated that the flue was loose, that carbon monoxide might be leaking, that ALL the ducting required replacement and that a new furnace alone costing $5,000 was necessary. Feeling scared and confused, I sought a second opinion 2- 8-25. That ********** immediately stated there was no way the heat exchanger was broken or corroded. That the Flu was fine and the ducting only needed one strap. This led us to look closely at the email Ongaro sent us: The borescope photos were NOT from my unit - they were dated *****, not 2-25. I contacted Ongaro about this, they said After reviewing the situation, I discovered that the timestamp on our **********s Borescope camera was incorrect at the time of inspection. However, this too was a lie, the second ********** completed a video (I have all of this evidence if needed) confirming that there was no corrosion, no crack, and no carbon monoxide leak. My HVAC was functioning properly- In addition, the ducting was satisfactory with only minor repairs needed. In summary, the assessment by Ongaro and Sons was potentially harmful. I would have faced significant financial strain and the risk of taking out a loan, possibly losing my home. I am deeply concerned that other property owners may be vulnerable. I am available to provide the audio recording, email correspondence, and follow-up video evidence

  

  Business Response

  Date: 03/13/2025

  Attached are the email threads between our General Sales Manager and the customer.  We have offered solutions to her concern but she is not willing to have us on site to reevaluate the issue.

• Initial Complaint

  Date:01/18/2023

  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.

  Issues: work not finished and inadequate.1: no plumbing work to laundry or water heater.2: reduced diameter of pipe to rear of house. Not enough GPM to irrigate backyard.3: patches need to be made to holes made in walls @ a: under bathroom sink b: under kitchen sink c: behind refrigerator *I specified no openings in walls.We now have rodents in our home. We found mice p*** in our home Sunday morning 1/15/2023.4: foam insulation of hot water lines not done.5: plumbing work to secure float on sump pump not done. Float is still NOT turning sump pump on. Saturday morning 1/14/2023, the underneath of our house was completely flooded.6: I asked, before the job started, for pictures of work done to be emailed to me and they werent.7: grass destroyed outside of access point to crawl space.8: walkways left muddy after heavy use from workers.9: I had to picking up trash left behind by workers at the end of each day in our house, backyard and driveway.10: work was not completed and weve been emailed a bill for all work completed.11: muddy hand prints left on rear door, jam & door window.12: runner carpet at rear door left mud stained.13: hot and cold water copper pipes to bathroom shower and sink made directly to galvanized lines well below the wall in the crawl space. Should have brass between the two to eliminate electrolysis.14: saw dust left under kitchen sink.15: **** the ******* got to close into my personal space and forced me to look at pictures of some of the work from his and another workers phone (which he said he couldnt email to me). I saw that work wasnt done and work that was done was done wrong. He asked me to sign off on the incomplete and inadequate work. I told him that I couldnt at this time and I informed him that we had issues that needed to be resolved. He then postured threatening towards me in our house and glared menacingly at me. That did and does continue to make me feel unsafe in our own home.

  

  Business Response

  Date: 02/06/2023

  Please see attached response from the business. 

  Customer Answer

  Date: 02/08/2023

   
  Complaint: 18830985
  
  I am rejecting this response because:

  
  

  Ongaro & Sons response doesnt resolve the issues, in fact it strengthens my position because they admit to not connecting the water heater and washer in the service porch because they said it was not accessible from the crawlspace.

  
  

  Please see attached picture below of access to crawlspace under service porch where stackable washer/dryer and water heater are located.

  

  You can just make out the water heater on the left and the door to the front load washer on the right, inside the service porch.

  
  

  I would like the BBB to move my complaint to arbitration if Ongaro & Sons dont refund me for their incomplete and inadequate work.

  
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 02/15/2023

   

  I confirmed the photo with ************************* (our install lead on the job), this area was never informed or was accessed. 

   

  The installers discussed with ******************** that they could not access under the addition and he never informed them of this area.

   

  It is clear to me in the picture that the stair treads that were removed by ******************** to take this picture (after our install), are fresh as the ******** is identified in the photo to now be broken. 

   

  Additionally, it was discussed with ******************** that ALL the pipes in the addition area (Add-on) were copper pipes from when it was built.

   

  It was also in the contract that ONLY the Galvanized pipes in the accessible crawl space would be replaced with copper.

   

  There was no need to replace the existing copper with copper pipes, as well as it not being charged on the invoice.

   

  Again, the only area of the contract that was listed in the invoice summary, not charged for by any task code on the invoice, was the insulation of the copper hot pipes in the crawl space. 

   

  I request that ******************** make the initial request for a billing adjustment as he has requested. 

   

  What billing adjustment is ******************** seeking, as he is unwilling to allow Ongaro & Sons back on his property to resolve ongoing concerns. 

   

  Thank you,

   

  Ongaro & Sons

  Plumbing, Heating & Cooling

   

  Plumbing Department

  General Manager, 

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

  Customer Answer

  Date: 02/15/2023

   
  Complaint: 18830985
  
  I am rejecting this response because: I was informed by the plumber that was here to measure our house for materials that ALL copper pipes  were going  to be replaced since it was all affected by electrolysis. One of the pictures shown to me by the lead plumber was of the hot and cold water going to our bathroom shower and sink and there was no brass fittings between the new copper and the existing galvanized pipes(I was told that brass was to be installed between the new copper lines and the old galvanized lines to prevent future electrolysis). One of the pictures of this shown to me was of where the plumbers had written on the new copper pipes in sharpie pen "HOT" & "COLD" and you can clearly see that no brass fittings were installed. Where is the that picture now? The lead plumber said he was going to send me all the pictures they took, but did NOT.  And yes the estimator told me that all the hot water lines(including the lines directly under the service porch were to be covered with insulation. He said that to me, after he had surveyed the plumbing under the house and included on the contract the replacement of the lines to the "laundry"(which is under the service porch) in the bid price. 

  I would like for the BBB to take this to arbitration unless Ongaro & Sons refunds me for the incomplete and inadequate work. Unless they refund me for the money of what it would cost us to have another plumbing company come in and complete the work, since I will not allow Ongaro & Sons step foot on our property since I was harassed by the lead plumber for not signing off on his incomplete and inadequate work. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 02/21/2023

  Please see attached letter, Invoice and photo disputing ************************ latest response.

  
  As stated in the invoice summary, "Investment includes removal and disposal of all "Galvanized" water lines inside the crawl space." Does not discuss replacing copper pipes.

  
  This was the agreed contract between Ongaro & Sons and ********************. There was NO indication that Ongaro & Sons would be replacing the existing copper piping under the porch, 

  again, as we were never informed or shown an access under the stairs to the ****** as indicated in the picture provided AFTER the installation by *********************

  
  The summary further explains we would be installing new copper piping from the water service on the exterior of the home into the 'accessible' crawl space, each fixture inside the 'accessible' crawl space

  and "Brass" between the existing galvanized pipes and the new copper pipes. 

  
  Please see the attached photo (in color) showing the brass ******* (threaded) between the existing galvanized pipes and the new copper pipes in the bathroom shower/ sink area. 

  Copper piping is not threaded, nor can be threaded. 

  You can see in the picture the blue pipe dope and teflon tape used to seal the threaded brass ******* to the existing galvanized pipes in the bathroom area which ******************** has referenced as 'Copper'.

  
  Ongaro & Sons will not agree to refunding the amount another plumber would charge to replace said copper pipes that were not part of the agreed contract to replace.

  
  Additionally, stated in my previous response, Ongaro & Sons did indicate in the invoice summary that "Insulating hot water lines under the house," was indicated to be in the crawl space, not the inaccessible porch

  area. Again, this was not something on the invoice contract (task codes) that ******************** was being charged for.

  
  As previously indicated in my last response, I requested ******************** to state his "Billing Adjustment"

  
  The cost associated with insulating hot water lines in one's crawl space would be under $1000.00. Even though ******************** was not charged this fee, I will agree to a $1000.00 refund for this work. 

  
  

  Thank you,

  
  Ongaro & Sons

  Plumbing, Heating & Cooling

  
  Plumbing Department

  General Manager, 

  *******************************
   

  2995 ****************.

  **********, **. 95407

  Office: ************

  Cell: ************

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

  
  

  Customer Answer

  Date: 02/21/2023

   
  Complaint: 18830985
  
  I am rejecting this response because: I would like to thank Ongaro and Sons for offering to refund us $1000 for the insulation of the hot water lines that did not get completed. While this is a very nice gesture, it does not address the harassment that I experienced by the lead plumber which was the reason that I did not allow anyone from Ongaro and Sons back on to our property to assess the incomplete and inadequate work. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/03/2022

  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.

  last year, the maintenance guy broke the water heater. after they fixed it, they left parts, ***** the manager argued with me for several days about it. they would not just come back to see what they left? it was a metal screen, perhaps some safety part? i never found out. this year they scheduled the yearly maintenance NOW, it is not due until december. when i called to find out why ***** decided to be a jerk again and not expllain why they were calling so early. now i guess i insulted her, so she says ONGARO AND SONS will not do the maintenance i am owed on my $4000 water heater that says "american standard" and is made in ******.i need a refund, for the service maintenance they refuse to provide. i would suggest you get a more reasonable person than ***** as a manager. she is useless. she likes to play control freak.

  

  Business Response

  Date: 08/16/2022

  Response to the complaint filed by ****************************

  If you have any additional questions please feel free to reach out.

   

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

  Ongaro and Sons

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