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:08/03/2024

  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.

  In Jan.2024, after several visits from ABC Plumbing re my toilet backing up, I purchased a brand new one which ***** of ABC installed. Between February and May, I had to call ABC THREE TIMES due to the new toilet backing up. ***** said this was unusual and, since the unit is new, if it happened again, he'd "replace it." However, when it did happen again in June, I called and spoke to ******* superior/ boss and he refused to honor it. On July 19, 2024, it backed up yet again and my neighbor cleared it. I called ABC to get info on the manufacturer (Glacier Bay) and when Supervisor/boss answered, I explained that, since he wouldn't honor a replacement, can I get info on the manufacturer? He hung up on me. I called back and asked if he hung up on me. He yelled YES. I DON'T LIKE YOUR ATTITUDE. I said I was trying to give him the manufacturer's name. He yelled again: WELL, GIVE IT TO ME! I said I'm walking in there now to get it. My daughter heard the exchange and asked if he really hung up on me. I said yes. She said contact the BBB if he does it again. And he HUNG UP on me AGAIN. This time, I was in shock. I called him back and said he had no cause to be so rude and yell at me when I was trying to get help. Guess what? He yelled again, CALL THE BBB! CALL 'EM! And proceeded to hang up on me for the 4th time. I was a long time customer of ABC here in ******* and I had never been treated so poorly by them UNTIL they installed a faulty toilet which they then refused to replace. This is bad business practice and customer service and now, a senior on a fixed income, am stuck with a faulty toilet. I want it replaced.

  Business Response

  Date: 08/22/2024

  Toilet was installed in January at a discount of 300 dollars total parts, labor, toilet, and removal and hauling away of old toilet. Four months later, the new toilet was clogged with too much toilet paper, and ABC unclogged the toilet for no charge- free service call. 

  The second clog, two months later, occurred and ABC responded to unclog the toilet paper clog isolated to the toilet, not beyond- in the sewer line. There was a partial service fee and a suggestion of decrease of toilet paper. 
  

  The third clog in August the customer called irate and unprofessional, claiming ABC owed her a new toilet free of charge of toilet and labor. ABC hung up the phone for foul language, and 30 seconds later, the customers daughter calls back and demands a new toilet for free now or she will contact BBB. The customer claims the toilet was able to be unclogged with a plunger- therefore the customer needs to use less toilet paper. If the toilet was faulty, it would not properly flush all the time, not just when too much paper is being used.

  ABC has been in business 37 years, and this is the first complaint through BBB.

  Letter was received through mail August 22, 2024 

  For any further questions,

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

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

  Owner- ABC Sewer and Drain

  Thank you