Complaints
Customer Complaints Summary
- 5 total complaints in the last 3 years.
- 2 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:03/20/2025
Type:Status:ResolvedMore 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 am 76 and my husband is 80 with Parkinsons and Dementia. We have no family to advise us so we count on service people to have integrity and ********** October, 2021, we began having DONE Plumbing for all our plumbing and electrical needs. Total is: $22,448.91.When we were quoted $4,000 for a water heater in March, 2024, we were advised by several people that this was way overpriced, however, we had complete trust in DONE by this point and approved the job.Last September, 2024, we were offered a free inspection of our electrical. The gentleman quoted $1,000 to fix various items. We only had enough money to fix $700 worth and told him I would call in 2025 to complete the other $300 worth.When the electrician came out this year, he said I needed to upgrade my breaker box for $10,000. Again trusting their expertise, I gave approval. My neighbor was concerned that we were being ripped off and suggested we get a 2nd opinion. I called DONE to cancel the job (cancelling within 3 days of the approval). They cancelled and I was called the next day and was told I had to pay $600 for the permit they pulled with the electric company and it was not transferrable to anyone else.Feeling I had no choice, I told them to go ahead and upgrade the breaker panel. My question is, if I had 3 days to cancel the order, why did they immediately pull the permit within the 3 days?Today I got in the mail a bill from the electric company for another $125 (plant investment fee) but no one can tell me what the bill is for other than it was connected to the breaker box. I have to pay this but I want DONE to reimburse **** have given DONE 5 stars all these years but now I feel like a fool that was ripped ****** main reason for writing is to ask if it was legal for them to pull the permit within the 3 day cancellation period thus preventing us from cancelling the job. And, to be reimbursed the $125 bill from CORE.
Business Response
Date: 03/21/2025
Good afternoon,
We are very sorry to hear that this has gone on. I have approved the refund of $125.00 today and this will be processed next week.
Customer Answer
Date: 03/21/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** ****Initial Complaint
Date:09/14/2024
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.
I scheduled a shower plumbing repair... While here, the plumber talked me into 'recommended' fixes to another shower and 3 faucets. All of the new 'recommended' fixes spring leaks and damaged my house. The 'repair plumber' came next day to repair them and scheduled mitigation services (fans). In 48 hours, the repairs sprang new leaks... The plumbers at Done are not good, and spend more time selling additional work than delivering quality services. I was the leaks to stop and all damage to be fixed.Business Response
Date: 09/25/2024
Good afternoon!
We are truly sorry for what has occurred. One ****** we know on business is to own your mistakes and create a resolution.
Thank you for allowing us to return and repair correctly.
At this time we are in process of repairing and will do what it takes to repair to your satisfaction.Initial Complaint
Date:05/03/2023
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.
Hello. I needed a plumber to fix my kitchen sink clog. I looked online for a company with good reviews. "Done plumbing, heating, cooling & electric "company had good reviews, so I decided to go with them. Big mistake! The guy who was one hour late for the appointment. took the pipes underneath the sink apart and didn't put them back together correctly. I didn't find out about it until I started my dishwasher. The water started gushing out underneath of my sink flooding my hardwood floors and cabinets. Took me a while to clean up everything and now I'm worried that I might need to replace the hardwood floors where the water leaked. Very incompetent stuff, untrained employees. My problem was easy to fix and they couldn't even fix this little problem. Please let other home buyers know do not use "Done plumbing cooling" company for their plumbing needs. Thank you!Business Response
Date: 05/05/2023
Upon receiving the concern, a manager contacted the customer by phone to discuss the concerns and offer solutions. The manager advised we would schedule a technician to the service address to correct the issue. Our services were refused by the customer. We have refunded the full amount of the invoice to the customer as a final resolution.Initial Complaint
Date:12/19/2022
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.
Hey, so I had done heating and plumbing replace my furnace on Dec 5 of 2022. After the work was finished I signed for all of the paperwork and the only invoice they would give me had the grand total of everything on it. I asked them to send me a real invoice with the actual number of how much everything is like hours worked, materials used and the furnace. They told them this is the real invoice but it's not so I've been calling them for the last 2 weeks and they refuse to send me a invoice or return my calls. So I kind lost on this. If done heating and plumbing says they are part of the BBB they might need to step it up on customer **********************.Business Response
Date: 12/20/2022
We are asking that this be closed as out of preview due to price concerns. As a flat rate company, we do not breakout time and materials. Pricing was presented to this customer as an estimate and signed on 12/2 (attached), the invoice was then authorized and confirmed by signature as completed on 12/5 (attached). The customer requested a breakdown and we informed them that as a flat rate company this was not how we price our work and the inclusive price is presented as a flat rate task for completing the work outlined. We did provide a high level overview of job costs and overhead via email on 12/15 to which this customer called us a "trash company". After repeated phone calls and emails, this customer keeps asking for a real invoice, which has been sent multiple times.
Initial Complaint
Date:12/13/2022
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.
I had a hot water heater element replaced by Done Plumbing and Heating on 11/25 and sent the amount to State Water Heaters to process a warranty claim. I requested for an itemized invoice after State requested it from me to process the claim. The response was that they are a flat rate company. I can't get State to process this claim without the information requested.I was also billed to replace two elements and they only replaced one. I contacted Done and they told me that they would refund $100 for this. Over two weeks later, I have not received a refund and the person I spoke with had no idea.Business Response
Date: 01/10/2023
This customer was issued the refund promised on 12/20/22. We apologize for the unintentional delay from our accounting department. A verification of this refund is attached.
This customer requested a breakdown of the invoice for work performed, and we let them know that we do not breakdown our invoices as a matter of business practice. We offered to contact State Water Heaters directly, but this was declined by the customer. We feel this complaint should be closed as out of preview as the customer doesn't like our invoice layout but agreed to the price in writing, with signatures, before and after we performed work. Invoice with signatures attached.
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