Complaints

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

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  Plumbline Services

  7000 S Potomac St Centennial, CO 80112

  
• 

  Plumbline Services

  5980 W 59th Ave Arvada, CO 80003-5669

  
• 

  Plumbline Services

  395 W 67th St Loveland, CO 80538

  

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:06/12/2024

  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.

  I am writing to formally lodge a complaint regarding the extremely poor service and lack of professionalism exhibited by Plumbline in handling the air conditioning unit my family purchased from them in August of last year. We have experienced significant issues with both the equipment and the customer service provided by their team.This year, when our AC unit stopped producing cold air, we requested a technician to come out and repair it. Instead of addressing the issue, the technician attempted to upsell us on IR scrubbers and other unnecessary equipment. Consequently, the original problem was not fixed.A month later, the unit completely stopped working. With temperatures reaching 85 degrees inside our home, my wife, three children, two dogs, and I were left in a very uncomfortable and potentially dangerous situation. Despite being VIP Customers, our requests for an emergency repair were not taken seriously. When a plumber from Plumbline came to fix a sink, he noticed how hot it was inside and reached out to his company on our behalf, emphasizing the urgent need to fix our AC. However, our situation did not improve.Plumbline scheduled an appointment to repair the unit but then cancelled it after I had rushed home from work. They rescheduled, and I missed another day of work to be available for the repair, but the technician never showed up. Despite numerous calls, hours spent on hold, voicemails left, and even being hung up on, we still have no resolution. Our AC remains broken, and our home remains unbearably hot.This experience has been frustrating and unacceptable. The poor business ethics, awful customer service, and blatant disregard for their customers' wellbeing displayed by ********************** are inexcusable. This complaint is the first step in my process of escalation to ensure that this matter is resolved promptly and to prevent other customers from experiencing similar issues.Thank you for your attention to this matter.

  

  Business Response

  Date: 06/25/2024

  We're sorry that you were displeased with our service and trust that the repairs made 06/12/2024 did restore proper function. Please understand that the original visit back in April, and subsequent recommendations, still remain relevant to your cooling effectiveness. The use of highly restrictive filters inhibits airflow, which is necessary for proper cooling function. If you require higher levels of filtration, there are appropriate options that allow high levels of filtration without inhibiting airflow. One such option is what ******* provided on that visit, though he did respect your decision not to proceed with the recommendation. We do also apologize for the timeliness of your repairs. Although they were scheduled quickly, our inability to reach you before dispatching the technician did impact the scheduling. We appreciate your understanding and will certainly look to exceed your expectations should you experience any additional issues going forward. 

   

• Initial Complaint

  Date:04/18/2024

  Type:Service or Repair Issues
  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 used an offer Plumbline was offering for a furnace tune-up. The tech came to provide a tune-up, and claimed that the furnace was ok, and the flame sensor was clean. The furnace blower area was dirty, and no attempt to clean it was made.This is strictly a sales tactic to get the tech in your door and Below is a description of the offer:"This comprehensive evaluation is designed to keep your system running at maximum efficiency and to ensure safe and reliable operation. No Breakdown Guarantee: If we provide a clean bill of health and you have an issue during that season we will apply 100% of the cost of the tune-up towards any repairs."

  

  Business Response

  Date: 04/29/2024

  Thank you for taking the time to discuss your concerns with us so that we could address them to your satisfaction. It all comes down to communication and we failed you in that regard. Your feedback has allowed us to refine some of our internal processes to ensure a higher quality of service going forward and we appreciate your working with us to accomplish that. 

  Customer Answer

  Date: 04/29/2024

   
  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,
  
  German *******

• Initial Complaint

  Date:03/14/2024

  Type:Sales and Advertising Issues
  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.

  my hot water heater blow. When the hot water heater blew it caused a gas leak in my home. I called a relative of mine, and I was referred to plumbline through my relative. Once I contacted ********, I was told that they could come out in about a week unless I wanted to join their *** list which cost $100 a year or eight dollars and some change a month. And if I joined this list, they could come out in the morning, which, in my opinion, is shady business practice. Out of desperation, I agreed to join the *** list. at that time they charged my card $8.24. In the meantime, my relative freaked out because I had a gas leak and sent her brother over who graciously replaced my hot water heater in a matter of an hour or two. I called plumbline back to tell them that I didn't need their service in the morning and I would appreciate if they didn't charge me anymore considering I didn't get any service from them. I was told that my subscription was canceled and so was my appointment. But the next month they charged me $8.24 again. So I called them again.This time I was told that when the manager was in the office, she would cancel all of the charges and I would be refunded for what I had already paid. That never happened. I had a bad feeling that they were going to continue to charge my card until I paid up my hundred dollars for service that I've never received, so I put a block on my debit card. And low and behold they tried to charge my card again, but it got declined because I had it blocked. The next day they sent me a text message asking me to contact them. I'm assuming they wanted their $8.24. So I did call them and I explained to ******* everything that I just explained to you in this review and she was kind enough to hang up on me. I'm assuming I'm gonna have to keep my debit card blocked for the next year to get through this without paying for services I've never received.

  

  Business Response

  Date: 03/14/2024

  We are terribly sorry for your experience and are sorry for the frustration that it has caused. It is inexcusable that the cancellation of your membership was not processed immediately upon request, nor on the second attempt, and we will use this as an opportunity to reset expectations with our call center team in order to prevent this sort of issue going forward. We have happily processed a refund to your credit card, as requested.

  Customer Answer

  Date: 03/15/2024

   
  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:12/15/2023

  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.

  I called Plumbline Services to come out and snake my kitchen line at the above address and process of snaking the line the cast iron line was damaged and now is leaking and needs to be fixed. The house was built in the 1950's and has cast iron pipes. The drain tech brought in the snake and proceed to try for 20 minutes with the bigger machine to get the cable down the pipe. Every time the tech tried to get the cable in it would make a pounding sound and it sound like the house was being torn down. I finally said something to the tech what it going, sounds like you are tearing my house down. I'm having trouble getting the cable to make this turn down the cast iron pipe. The tech proceed to tell me that cast iron pipes have a different radius and it is harder to cable started. The tech proceed to try for another 5 minutes if getting the cable into the kitchen line. At this point the tech proceed to go get a smaller snake with a smaller cable and in a very short amount of time had the cable out 40' and the line cleaned. Plumbline sent out a plumber to give me a quote to fix the pipe. The price he quoted was a absolute joke and insult. I told the plumber I would have the pipe accessible to him, I would cut the hole in the cabinet and the plaster to where he would have to just fix the pipe. Also told him that I would put it all back together. He proceeded to quote $2370.00 to fix the pipe,

  

  Business Response

  Date: 12/22/2023

  Our Division Manager contacted the client on 12/13/23 in an attempt to address his concerns. As the client states, his home was piped with cast iron in the ****s and that piping has deteriorated with age. Prior to beginning any work, the client agreed that there were risks inherent to the clearing activity, particularly so with pipe of this age and of this condition, and the client agreed to assume those risks before we began work. We were able to successfully clear the line using industry-standard processes and equipment, restoring function to the line. Several days later, the client indicated that a leak had developed on the pipe. We returned to the home and found the piping to be leaking beneath some cabinetry. We further observed degraded cast-iron, which would be typical of 70 year old piping. We did not cause the deterioration, but rather performed the activity that the client authorized after he assumed these risks. We did provide options and pricing to replace the failing piping but the client declined the additional work. 

• Initial Complaint

  Date:10/29/2023

  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.

  Service started October around 19th. I had a pipe burst and it was a hot water pipe, pipe was fixed and was $600.00. Damage but very little to the furnace room and a bedroom. Another pipe broke a couple days later and caused much more water damage and I needed to call out a restoration company. The plumber from Plumbline turned the hot water off for the weekend as he was not sure what he was going to do. He said he would call on Monday as I had tickets to a play Friday . He did not call Monday I texted him on Tuesday and he came out Wednesday . He walked the house and looked around for a very long time and had his manager come out to look at things. He manager came out and they came up with that I needed to repipe the entire house and I got a bid for $20,000.80. I am a member so I got a $2,600 off. The original number is$ 22,2600. They installed a **** water shut off valve and charged me $2400.00. Said they took $415.00 off that number. I got very concerned at that point so I called out two more plumbers and they told me the **** water shut off valve retails for $500.00., not $2000.000 and to install is not a long time. Well the **** keeps turning off my water after about 8 minutes , so I shower quickly !!!! I texted the plumber and said it was turning off constantly, no reply , I kept resetting for another 5 to 10 min water before it shut off again. I texted Plumbline that the I was unhappy what they had charged me and I was disappointed that not only did they charge 4 times the going price for the **** device, It was not working correctly. He replied "you can have your money back, sorry for trying to help. I will have a manager call you" and blocked my number!!!!! I had two more companies come out to review what was going on here , they said I was grossly being taken advantage of to immediately terminate the relationship. I looked Plumbline they have many complaints as to over charging !! If I would have proceeded I would have paid $24,000.00!

  

  Business Response

  Date: 11/21/2023

  ************************ situation is certainly unfortunate. She called us out on 9/26 for a leak above her water heater which was identified as a ruptured water line which we repaired with her approval. On 10/19 we were notified of an additional, unrelated, leak in an additional supply line. At that time we provided the client with up-front pricing including repair options and a recommended a *************** device to reduce the potential for damages, since the client's piping is failing and there is no way to predict or prevent future leaks short of a whole house re-pipe. We repaired the leak and installed the automatic shutoff device, advising the client that we would research the issues and return with a repair plan. We returned on 10/20 to re-calibrate the auto-shutoff, then again on the 24th with both the plumber and ******** Manager to review the situation and formulate an action plan. At that time, we provided an estimate of $15,000 to complete a whole-house re-pipe, as well as estimates to complete additional work, and respected her decision to seek alternate opinions. We appreciate that the additional visit to re-calibrate the unit was frustrating but, having reviewed the up-front pricing that was provided to install and warranty the unit, know that it is a fair and consistent price directly out of our price book which was approved by the client in advance of any work. We understand that you have received the opinions and suggestions of other contractors but are confident in our recommendations and pricing, given the necessary scope of work and history at the property. 

• Initial Complaint

  Date:09/11/2023

  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.

  On August 25, 2023 Plumbline (******) arrive to replace a garbage disposal. Recommended a 3/4 HP replacement and commented that he had one available. At this point, there was no indication of the cost involved. As he started replacing the disposal, he noted that one of the valves was corroded and needed replacement. I agree to replace the valve, but later found out he replaced all 3 valves (which was not necessary). Again, not transparency on the cost to replace one valve, let alone 3. He proceeded to shutoff the the main water valve to replace the valve(s). After that, he tested all the faucets and everyone was working except the guest bathroom sink which has a very low pressure. He worked on troubleshooting the low pressure for over an hour, ultimately recommending that we replace the faucet. The next day, our dishwasher would not work and I contacted Plumbline only to be told that the earliest they could get someone out would be Tuesday 8/29. On that date, another plumber (*****) arrived and immediately noticed that the valve feeding the washer had not been turned on. We went four days without a washer due to sloppy work from ******. At that point, ***** committed to have the Operations Manager, (***********************) call us to work on a resolution. Have never received a call. I contacted my credit card company and asked to put a stop to the charge. ****** provided a bill for $1,333.50 for his work which included a $99.00 a year VIP *********************** which, again, I did not ask for. Plumbline failed to be transparent in what the scope of service was required and the individual charges. There was no breakdown of labor/parts. Cost for replacing disposal was $867.00. Cost to replace 3 shut-off valves was $367.50 VIP Plan $99.00. I would like Plumbline to review my concerns and provide a reasonable costs for replacing disposal and one valve. The fact that there is no transparency is a serious business issue.

  

  Business Response

  Date: 09/29/2023

  We're sorry that a valve was left off, leading to an additional visit, as we strive to deliver quality repairs that are free from defect on every single job. Certainly, returning in a timely manner to address any concerns is something that we must do and any delays along those lines are unacceptable. We will absolutely work on ensuring that revisits are prioritized above all else. In relation to pricing, as we always do we provided options and exact pricing in advance of any work. That estimate was provided in writing and approved before the work began and was completed at the agreed-upon price. It was completed in a workmanlike manner and we continue to stand behind our repair. All of our pricing is flat-rate, ensuring fair and consistent pricing that does not change as a project progresses. 

  Customer Answer

  Date: 09/29/2023

   
  Complaint: 20585027
  
  I am rejecting this response because:

  Plumbline is not taking any responsibility in providing subpar service and very little transparency on their pricing.  Gauging a senior citizen $1330 for a disposal replacement is not serving the community.  Furthermore, they do not offer any compensation for not connecting the water line to the dishwasher and inconvenience us for 4 days without a dishwasher.  Also, their suppose $99 preferred customer coverage resulted in us waiting four days for them to respond and correct the issue.  I firmly believe that Plumbline needs to step up and provide some form of relief, perhaps $500 for the poor service and lack of transparency.  I am sure our NEXTDOOR neighbors will be happy to find out that Plumbline is not a company to do business with. 

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

• Initial Complaint

  Date:08/22/2023

  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.

  My 3 yr old hot water heater goes off randomly. I have called Plumbline and had them out multiple times but the problem continues. Each time they state it MIGHT be this or that but never fix the issue. The last time they were out they wanted me to "keep an eye on it". I called and let them know it went out again. No response or action from them. It went out again last Friday and I called. They told me someone would call me back. The person that called and left a message said they would call on Monday. They did not. I called Tuesday. Then I got the run around again. All while having no hot water for 5 days. Now they want someone to come out again. I am done with them and want this unit removed and replaced at their expense.

  

  Business Response

  Date: 09/04/2023

  We're sorry to hear that you continued to experience issues with the water heater after our initial visit. Despite our labor warranty being expired, we performed the initial diagnostic and found the intake clogged with hair. We cleaned it at no charge and asked that you let us know if you have any additional issues. When you asked us to return a month later we found the gas control valve failed and replaced it at no additional charge. We appreciate the trust you placed in us with the initial install and hope that our willingness to address the issues well beyond the warranty period displays our commitment to living up to that trust. To our knowledge, there have bee no additional issues with the unit since the second visit. 

• Initial Complaint

  Date:07/19/2023

  Type:Service or Repair Issues
  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.

  6/12/23, ******* arrived to do my furnace and air conditioner maintenance, sold me their VIP service and left without doing anything. I called to discuss this on 6/12, 13, 16 & 20. I finally received a call back from **** on 6/20. He said he wanted to earn my business back and that ******* had not delivered the service he expected. He asked for a second chance and that he would send ****** the next time. 6/21: ****** arrived and told me that my furnace blower was so dirty that he couldnt clean it and that it needed to be replaced. He told me that my air conditioner was too dirty to test the coolant and that the coils would need to be cleaned first. He told me that he would be back on 6/27 to replace the blower, clean the air conditioner and re-test the coolant. 6/27, ****** did not show up & no one called me. 6/28 I called to find out when ****** was coming. No information. 6/30 I called to find out when ****** was coming. 7/5 ****** arrived and replaced the blower and cleaned my air conditioner. He charged me $1700 for the fan and 3 hours of labor. 7/6 I called a friend who is retired **** and he said the blower was at most $100 part and the rest was simply labor. Plumbline charged me $1600 for 3 hours of labor. This is $533.33 an hour. According to HomeGuide ******************************************** the hourly rate in ******** should be no more than $150 per hour. My retired friend said he charged $135/hr. This is price gouging and certainly did not earn my trust back! 7/7 I called ****. 7/10 I heard back from **** in a voicemail and he said he would call me again the next day. 7/11 no phone call from ****. I called at 2:30 pm and left a message. 7/12 no phone call from ****. I called at 6 pm and left a message. 7/13 & 14 no phone call from ****. 7/17 no call from ****. I called at 2 pm and left a message. 7/18 no phone call from ****. I called at 3 pm and asked that I hear from Todds supervisor. 7/19 no phone call from Todds supervisor.

  

  Business Response

  Date: 07/20/2023

  We are sorry to have failed you, *****. In all that we do, we strive to provide our clients with an outstanding experience and take failures in that regard very seriously. Thank you for taking the time to speak with us and allow us to make this right. We appreciate your having trusted us in your home and look forward to the opportunity to serve you again!

  Customer Answer

  Date: 07/21/2023

   
  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:06/09/2023

  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.

  I've been reaching out to Plumbline Services for 2 weeks and have not heard back. The company performed a sewer replacement and in the process they cut the sprinkler lines. Additionally, there is now a sinkhole where the sewer was replaced and the sprinklers were cut. I reached out on June 1st, June 4th, and 3 times since via the phone.

  

  Business Response

  Date: 06/20/2023

  We're sorry to have frustrated you, but hope that you understand that our agreement with our client included a written agreement that settling was likely to occur and that additional fill, ground covering and sprinkler repairs were the responsibility of the homeowner. As the buyer's agent, we understand your desire to get these issues resolved even though it isn't in keeping with the agreement we made with our client. As a courtesy to our client we have returned and added additional fill-dirt to offset the settling that you noted. We trust that this addresses the concern. 

• Initial Complaint

  Date:04/05/2023

  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.

  Installed a mini split system through Plumbline Services on 3/7/2023. We were immediately disappointed with the quality and appearance of the installation and have since been frustrated with the customer service trying to fix our complaints. The crew installing the system did not seem familiar with the units; half of the drain lines are directed straight towards the foundation of the house. They did not have the condenser we needed so upgraded the unit to a larger one (without asking or informing us) and the larger one is >2 ft larger than the original, a huge eyesore. The condenser is also not mounted well outside; instead of pouring concrete the installation crew grabbed some pavers we had in a path around our garden and mounted the unit on those instead; we find the use of our property to aid in the installation of a system unacceptable. The tubing on the outside of the house is all black, instead of white like the representative told us, which makes the house look cyberpunk. The representative also sold us 4 indoor heads when 3 would have sufficed, in general feel oversold. Lastly, plumbline will not provide you with an itemized contract for their services which is frustrating to compare with others or dispute anything.The day after installation we voiced our complaints to the representative who sold us the system. He came out and logged them but a month has passed with no updates or action, and does not answer or return calls.The mini split system operation is unreliable and not intuitive to use; with all the other issues at installation we are not confident it was even installed correctly.

  

  Business Response

  Date: 04/13/2023

  Thank you for bringing this to our attention and for taking the time to help us come to a resolution. The equipment changes required to finalize the corrections are currently on-order and should arrive mid-May due to Mfg. availability. We appreciate your willingness to work with our Senior Manager to find a mutually beneficial resolution to your concerns. We look forward to implementing those solutions as soon as the equipment is in our hands!