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:04/03/2023

  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.

  I returned from vacation February 12 to find I had no hot water. I called Plumbline on the 13th to schedule service. I was scheduled for the 15th.I told the technician that I had no hot water and that my heater was only 4 years old. He went down in the crawl space to look at it, then went to my electrical box, then back down in the crawl space. I heard him talking on his phone to someone. Finally he came back up and said that the thermostat was tripped for some reason but that he had fixed it. He then billed me for $230.I took a shower and did a load of laundry. Later that evening, I started to do dishes. There was no hot water. The next morning, I called another plumber recommended by my realtor. When I opened the door to the crawl space for him, I noticed that the ladder that leads down there was broken. The Plumbline technician had broken it and not said anything. Did he think I would not notice? I had recently replaced the furnace filter so I knew it wasn't broken before.The second plumber said one of my heating elements had gone bad. He replaced it. (He showed it to me and it was covered in mineral buildup.) He asked what the first plumber did and I told him. He said the first plumber must not have checked the heating elements because that was obviously the problem. All he had done was reset the thermostat. I think he was hoping to come back the next day and sell me a new water heater or at least a thermostat, which was not the problem. (****** in his notes he states that there will be no credit toward future work.) I guess he was calling someone for help as he didn't know what he was doing.I sent Plumbline an email on February 18 informing them of the broken ladder and questioning the technician's skill and motives and requesting a full refund. I have not received any response from them.

  

  Business Response

  Date: 04/13/2023

  ************** was called out on a complaint of no hot water. He quoted a diagnostic fee, received authorization, tested the unit for electrical continuity and ultimately determined that the thermostat was tripped. He reset the thermostat and tested the unit, restoring function. We're sorry to hear that the unit stopped working shortly thereafter and in hindsight agree that a more thorough inspection to determine the cause of the tripped thermostat would have been warranted. We will happily refund the charges to your credit card, per your request, and appreciate your having brought this matter to our attention. 

  Customer Answer

  Date: 04/17/2023

   
  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:03/28/2023

  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.

  Plumbline Services (employee: ****) replaced my hot water heater 2/24/23. My old water heater was 40 gallons and **** said they are replacing 40 gallon heaters with 50 gallon heaters instead. Several days later we noticed three cycles of loud thuds every 7 minutes, metal screeching for a few minutes, and the air coming out of the top of the hot water heater causing the unit to vibrate. I called Plumbline the week of 2/27/23.3/4/23- **** returned to look at hot water heater: - There was a malfunction code and he would have to contact the manufacturer 3/6/23 to see what it meant. 3/6/23 -no show, no call.Plumbline said **** would come by 3/7/23. **** called to report he ordered a Pressure Switch from the manufacturer and was told it would take a week. **** believes "the noise has something to do with the venting going from 3 to 2." (40 gallon to 50 gallon?)Called Plumbline 3/15/23 to follow up, they sent message to ****: I did not receive a call back.Called Plumbline 3/16/23 to follow up again, they sent a message to **** and his manager, ****. **** called that night and reported The pressure switch did not ship and he would order a new one. **** said he would be out of town for the weekend but would call to install it 3/20/23. I LM for **** *************) letting him know that would be fine.3/20/23: no call, no show.3/21/23: no call, no show.3/22/23 Called Plumbline to complain about the lack of follow up and increasing concern about the safety of the hot water heater. Spoke to ****** and she forwarded a message to ******, dispatch supervisor, to get an update. She promised we would hear back from them that day. We did not.3/24/23 ****** left message. We left message in return.3/27/23 Spoke to ****** who promised we would hear from **** "within 24 hours."3/28/23 We still have not received a call. It has been over a month.We want the hot water heater replaced with a new one that works.

  

  Business Response

  Date: 03/29/2023

  We are terribly sorry for your experience thus far and will happily replace the unit as requested. The communication from our end was simply unacceptable and it is our intention to serve you to the best of our abilities going forward. We will immediately reach out and schedule the replacement, as requested. 

  Customer Answer

  Date: 04/05/2023

  Yes, my complaint was resolved. Plumbline reached out to me less than 24 hours after you notified them. They replaced the hot water heater a few days later with one that works and I received a refund for the difference in cost today.  Thank you very much for your help.  
  
  Sincerely, 
  *******************************
  

  
  

• Initial Complaint

  Date:03/17/2023

  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.

  On March 14, my husband contacted Plumbline and schedule a sewer line clean prior to an inspection. The service was completed. On March 15, the line was video inspected (scoped) and there was severe root infiltration in two spots and major root infiltrations. It appeared the line had not been cleaned. I contacted Plumbline who indicated we needed to order a different service to "clean" the line. That service had not been explained to my husband which the Plumbline rep confirmed by listening to the recording. She said that she would escalate to her manager. I have yet to receive a call.We contracted another company to clean the line. It was scoped again and the inspection was clear. Plumbline did a terrible job and as a result, an additional cleaning and a second inspection of the line were required. I attached pictures of the the severe root infiltration. There were also two major root infiltrations.

  

  Business Response

  Date: 03/30/2023

  Thank you for taking the time to speak with me yesterday, ******. We apologize for misunderstanding your specific needs and for failing to tailor the services to meet those needs. We have processed a full refund per your request and will provide additional coaching and training to our teams to prevent this sort of occurrence going forward. We appreciate the opportunity to serve you and with you the best with your home sale. 

  Customer Answer

  Date: 03/31/2023

   
  Better Business Bureau:
  
  I appreciate that I was refunded my money. and consider the matter closed. The Plumbline representative explained that the $93 drain clearing service is intended to restore flow. I looked up the definition of clear which is free of any obstructions or unwanted objects. In our case, we already had flow and we wanted the line to be free of obstructions. The representative felt it was acceptable for the line to have severe root infestation post their clearing, but apologized that the service (Plumblines definition) was not explained.
  

• Initial Complaint

  Date:03/17/2023

  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 Feb. 7, 2023, I had plumbline services install a new whole house humidifier. I just spent ******* on this system and the system is still leaking 2-3 gallons per hour. Actually, when this humidifier was install, the technician knew that we had an AprilAire system. I thought that they were installing an AprilAire system. After the system was installed, I find out that the technician installed a ****** system. I called two weeks ago to let plumbline know that the Humidifier was running to much water. The City of ****** Water was just at my house to trouble shoot to find out where the current water is coming from. The toilets were find, so that is not the issue. The ****** water department informed me that the water is coming from the humidifier 2-3 gallows per hour, they confirmed this. When I called plumbline two weeks ago, they said everything was alright with the humidifier. I am sorry, but plumbline has not resolved the issue with the leak. What is disappointing is that this was a new system just install on Feb. 7, 2023. The ****** water field service worker informed me that there is either a problem with the Cylidoid or a water sensor is not working correcly. This is more disturbing since this is supposed to be a new system. I feel like I did not get a new system with all componets being brand new. I want plumbline to install a new AprilAire system not the ****** system. Plumbline is responsible for crediting me money for the past month since the system is leaking and wasting 2-3 gallons per hour. Thank you for your support.

  

  Business Response

  Date: 04/06/2023

  The system installed has been inspected thoroughly and is working in accordance within manufacturer's guidelines. If his new water monitoring system is showing 2-3 GPH that is entirely in-line with a humidifier that is capable of expressing up to 34 gallons per day into the air. None of these systems are 100% efficient in their delivery and there is certainly expected loss to waste, per the system's design. The model that was installed, albeit private label for *****/****** is manufactured by AprilAire and is a direct equivalent for the old humidifier that it replaced. It's capacity to express humidity into the air as well as it's efficiency in consumption are the same as they were before the old unit was replaced. Installing the same unit with different badging will not accomplish a reduction in consumption and is not a reasonable solution. The only significant change is the client's monitoring and awareness of the specific consumption through monitoring. 

• Initial Complaint

  Date:01/13/2023

  Type:Customer Service 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 had a leak in my laundry room and called Plumbline. The tech came and confirmed it was coming from the cold water spout (that hooks up to the washing machine via a hose--it has a splitter and a second hose to the dryer). He said he would replace the washer in the hose. Then he suggested an overflow tank on my hot water heater and I explained the heater was 6 years old so I didn't want to get it done only to have to replace everything in a few years, but I agreed to a tank flush and fixing 2" of pipe above the tank which he stated would not have to be redone at the time of a heater replacement. He fumbled around on his iPad and couldn't find pricing and then told me if I bought a VIP membership, I would save $ (which was untrue). After he completed the work, he told me the washer in the hose didn't fix the leak and that it would cost me $250+ for a new hose (an $8 part). So I said no to that. After he left, I unscrewed the hose and then screwed everything back together and the leak stopped. I feel I was price-gouged on the services I did agree to and that he attempted to price-gouge me on the leak which was an easy fix. He was also dishonest and told me the copper pipe he replaced (2" of pipe for $477) would last a long time but then said when I got a new hot water heater it would have to be replaced whereupon I said, "That was the reason I didn't want the overflow tank...I didn't want to invest in something that wasn't immediately necessary and would have to be replaced anyway." I let him know I was disappointed that he did fix the leak--the reason he came in the first place. I spoke with *****************************, Ops. Mgr. ****************** said he called me (no he did not) and he was rude and accusatory towards me on the phone. I had to get off the phone and told him I would call back and I did 2x but he has not contacted me to resolve the issue. I would like a partial refund.

  

  Business Response

  Date: 01/19/2023

  We have reached out to the client to review her concerns and ensure her satisfaction, making concessions to that end. ************** was called out to correct a leak from an unknown source which she initially believed to be coming from a bathroom. He thoroughly evaluated the homes plumbing systems, finding an active leak on the washer and steam dryers supply hose. He also found inactive leaks on the water heater shutoff and T&P valve. He also correctly identified that the water heater was missing a thermal expansion device which is required by code and manufacturer install guidelines. He provided pricing and options to correct these conditions and was approved to repair the shutoff valve to the water heater and perform maintenance to it, including a flush and tightening of the T&P valve. The client chose to seek a cheaper alternative to replace the leaking washer hose and he respected that decision. He performed the authorized services at the price that she agreed to in a professional and workmanlike manner.

  Customer Answer

  Date: 01/19/2023

   
  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 although I don't agree with everything stated by Plumbline Services. Operations Manager ***************************** told me he called me and left a voicemail, but when I expressed that I never received a call or email and for him to please confirm the # he contacted, he did not respond and he was not interested in hearing my side of the story.  I was then just waved off and given a full refund despite my request for a partial refund.  I have removed my Yelp review, I contacted ************************* team to let them know this issue has been resolved, and I accept the resolution formally with BBB.  
  
  Sincerely,
  
  ****************************

• Initial Complaint

  Date:11/15/2022

  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 had my furnace/ac install on 10/17/22. Within 2 hours of their electrician leaving I noticed my one of my outlets did not have power going to it. I have a few messages for management to call me and still have not heard back from them. I was told by *** the Electronical manager that he would make sure his manager **** will call me back, and I have not receiveda call back.In speaking with the electrical service manager, who refuse to back up his work told me that he can not keep sending his guys out to fix the electrical outlet problem because they are unrelated and will come out but will have to charge me.My frustration is the way the problem was handled.His "experience " electrician did not touch that outlet in the garage; however that outlet was working prior to his electrician getting there to do work and after he worked on my main electrical panel that outlet no longer has power going to it.He told me it's unrelated but if your electrician is working in my main electrical panel and afterwards my outlet has no power to it, it is related to the work your electrician did.He guaranteed that his guy did not touch that breaker. In the process of connecting the new AC/furnace and splitting my dryer breaker, his electrician, ****, manage to not TOUCH wires leading to that outlet?The main electrical panel is not a big box and with all wired going there is a small space to work with.I would understand if he said while working he may have moved wires out of the way to reconnect the dryer electrical.He told me it's unrelated to the work he did the day before and is not responsible. He normally would charge but will not this time.The next morning the outlet smells of burnt wires, his Manger said that he cannot keep sending his guys to fix problems that is unrelated. I had to get a different electrician to fix the problem. The pictures included show the tight space of the panel and the contract that outlines no frustration guarantee and managers have not called

  

  Business Response

  Date: 11/26/2022

  We're sorry that you experienced this issue and will happily honor the $100 No Frustration guarantee. 

  Customer Answer

  Date: 11/28/2022

   
  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.How will they issue the refund?
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:10/28/2022

  Type:Customer Service 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 June 2022, I hired Plumbline Services to replace my sewer line for a total of $16,335. My insurance will cover up to $2,000 of that amount, but they REQUIRE that the contractor who did the work submit a statement that answers these questions: What is the location of the break/collapse/leak and the diagnosis of the issue? What is the linear footage of the break/collapse/leak? What was the specific cause for the break/collapse/leak? The questions need to be answered in writing from the licensed repair person.Since June, I have REPEATEDLY contacted Plumbline Services by phone and email to request that they answer these questions for my insurance company. They have not yet responded. I sent the insurance company the sales receipt, but they are still requesting that the licensed CONTRACTOR submit the information. I am very disheartened by Plumbline Services poor customer service. They were exceptionally responsive when they wanted my business. In addition, they dug up the underground watering system on my front lawn while replacing the sewer line and left all of the hoses sticking out of the ground. While "landscaping" is not their responsibility after digging up the front yard, I did ask that they bury the hoses (not repair them, just bury them). They threw several buckets of dirt on top of the exposed hoses, which washed away after the first rain. The hoses are now completely exposed again.I am hoping that the BBB can help me resolve this issue. While up to $2,000 is just a fraction of the total cost, the insurance will not reimburse any portion of the cost without the required information from the contractor who did the work - Plumbline Services. Thank you in advance for your assistance.

  

  Business Response

  Date: 12/07/2022

  Thank you for reaching out to us so that we could make things right. It was our pleasure to submit the written statement to your insurance carrier and we have confirmed that this has been completed. We are also happy to trim and bury the sprinkler lines, per your request, and will send a crew shortly to complete that extra work. If you have any further needs or concerns, please don't hesitate to contact me directly. 

  - *** (Senior Excavation Manager)

• Initial Complaint

  Date:10/27/2022

  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.

  On 10.20.22 Plumbline sent a "plumber" to snake the outside drain to sidewalk & inside laundry room drain, unclog a bedroom bathroom sink, and to stop toilet from running in the powder room. To our surprise, the man was not a licensed plumber and we weren't notified in advance.On 10.26.22 Plumbline sent out a plumber to install a new valve/faucet in the laundry room going to outside back spigot, see why powder rm faucet was dripping from the top of the "stalk", and to see if our water heater needed maintenance.On 10.27.22 I spoke to *********************, Plumbline service manager, to address some of my concerns. I didn't understand why I had to call this AM to get a copy of my bill. When ******* came out on 10.20.22, he was able to give me a hard copy of that day's bill. I also wanted to address that I would have liked to know ahead of time that they didn't sent out a licensed plumber on 10.20.22. Previously, when I had those items serviced or fixed, it was a licensed plumber who came out.I also wanted to discuss that I thought that $294. was unreasonable for seeing what was wrong with powder room faucet. ****, the plumber, said he just had to clean out the top of the stalk type faucet. He didn't fix anything or give me any new parts...per my direct conversation with **** yesterday. Nevertheless, when I saw the bill this AM, it said he put in new components and rebuilt the faucet. **** said that Plumbline charges $294. for touching the faucet in case something goes wrong. Well...nothing went wrong...**** just cleaned it out. I think Plumbline should charge for exactly what they did and not for something in case it went wrong.I wanted to discuss $586. for installing a new valve in the laundry room.I never received C.S. from **************** because he became rude and insulting as soon as I asked him my questions. Apparently, after promptly paying my 2 bills of $232.75 for 10/20 and $964.10 for 10/26...that didn't allow me to receive calm, productive C.S.

  

  Business Response

  Date: 10/28/2022

  In all that we do, providing clients with fair and exact pricing in advance of any repairs allows them to make informed decisions in their homes. You called us out for preventative maintenance on your main sewer line and we sent a drain specialist to clear the line. When presented with additional needs that required modifications to your plumbing systems he happily arranged for a licensed plumbing technician, as is required. Both of these technicians provided pricing and options in advance of any work, and completed the authorized work in a professional and workmanlike manner. When you called seeking a reduction in price we were more than happy to work with you but your unfounded allegations of wrongdoing, specifically surrounding licensure, lead down a path that did not result in the price reductions that you were seeking. In the end, the work that we agreed to do was completed at the agreed upon price. 

  Customer Answer

  Date: 10/28/2022

   
  Complaint: 18324519
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

   

  I am rejecting the response made by the service manager at Plumbline Services because it is not a truthful representation of what transpired during our conversation.

  He may THINK he is fair and reasonable but his actions prove that is not the case because I was not able to voice my thoughts without him getting very hot under the collar. The reason we couldn't complete our conversation in a calm, reasonable manner was because it seems to me that this gentleman doesn't have the temperament or ability to address concerns when they arise. He immediately raised his voice...started to rant...and...became hostile and accusatory. It was pointless to continue so I told him I was going to put the phone down to hang up. He was still ranting when I did hang up.

  Although I may have had issues with Plumbline, I felt that since it wasn't the job of the 2 workmen who came out... to adjudicate my concerns, I paid my bill on Oct 20th and on Oct 26th promptly. The 2 workmen said that they understood where I was coming from...there were no recriminations, etc. We just discussed my concerns and they both calmly said that if I had concerns, I should call the service manager. That seemed reasonable to me so that is why I placed the call on Oct 27th.

  Going forward, I will not use Plumbline again. In checking with a few other plumbing companies in the last few days, people said that they do sent out licensed plumbers to snake inside and outside drains and several companies didn't have the same response or cost assessment that Plumbline has...in regard to troubleshooting our powder room sink or for the faucet/valve in the laundry room.

  Thank you BBB for letting me voice my concerns.

  Best wishes...******

   

• Initial Complaint

  Date:10/08/2022

  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.

  I had my bathroom remodeled in the summer of 2017. At the beginning of the pandemic, the spout/diverter for my shower stopped working and I had Plumbline come in and put on a new spout/diverter. Because it was fairly unattractive, now that the pandemic is over, I bought a more attractive spout/diverter as well as a new arm for my shower head. I called Plumbline to install them and they sent someone to my house on September 8th. In the course of trying to put the new spout/diverter on, the "plumber" said we have a problem and told me there would be a gap between the new spout and the wall. I told him that was fine. After about ***** minutes, I went into the bathroom, and discovered that he had, without my authorization, destroyed the perfectly functional copper pipe that the spout/diverter covers and broken a piece of tile. I told him that we should regroup and re-assess and he said fine but not because he couldn't fix it but because I was uncomfortable. Then he lied to me and said someone would be out later the same day to fix it, which I discovered was untrue when I called the main number. Then they sent **** out, who said that the tile needed to be removed to fix the copper pipe. Then a tile guy came out and said it was a risky job. So they sent **** back and he fixed the pipe and put on the new spout; however, the first time I tried to use the shower - after a MONTH - the pressure was awful and the hot water did not work. So, they sent **** out again after I let ***** know about the problem, and he said he'd charge me $169 to fix it because he'd come to my house three times now, he doesn't work for free, and "how was he supposed to know" Plumbine caused the shower/pressure hot water issue. UNREAL. It all was working before this Company came into my house on September 8th. I just want a functional shower and for this company to fix the problems it created. Their business cards say "satisfaction guaranteed."

  

  Business Response

  Date: 10/28/2022

  We are sorry that you experienced any of the issues noted and were happy to repair the damage that we caused to the stub-out for the tub spout. We charged nothing for the original repair, nor for the corrections, and understand that you are also having an issue with water pressure to the shower which we believe to be unrelated to the tub spout. Once the technician verified that he discussed pricing for what he believed to be an unrelated issue and was not authorized to proceed. Please contact our plumbing manager directly at ************ so that we can do whatever is necessary to ensure your complete satisfaction. 

  Customer Answer

  Date: 10/29/2022

   
  Complaint: 18186260
  
  I am rejecting this response because it is untrue and the technician KNOWS it.  He knows he screwed up and is lying to cover that up.  In addition to the shower pressure issue (which got screwed up after he replaced the arm to the shower head, not just the tub spout), the hot water no longer works.   Moreover, you have not addressed the tile you broke and how that will be repaired.  Still no working shower in my upstairs bathroom.  
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 11/15/2022

  Thank you for your willingness to work with us towards resolution. As we discussed, we are sending our Plumbing Supervisor and licensed Master Plumber to your home this week to identify and correct any issues with the plumbing. We remain committed to ensuring your complete satisfaction and will tackle these concerns one step at a time until they are resolved. 

• Initial Complaint

  Date:07/26/2022

  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.

  In early July, I scheduled an appointment with Plumbline Services to perform my annual maintenance check on a furnace and a ductless air conditioner I purchased from the company in 2020. The appointment was scheduled for a 1:00 p.m. to 5:00 p.m. arrival on the afternoon of July 22nd. The day before I received a voice mail message asking me to call the Plumbline *********************** because the technician would not be coming for my appointment. When I returned the call the morning of the 22nd, I spoke to a customer service representative named ******* who informed me due to employee illness, a technician would not come to perform my maintenance inspection on the 22nd. I expressed my displeasure and asked when Plumbline would reschedule the service call. She told me the appointment could be rescheduled for Monday, July 25th, for a 1 p.m. to 5 p.m. arrival. Also, I was told since my first appointment was rescheduled, Plumbline would guarantee that the service technician would show up on the afternoon of the 25th. On the morning of the 25th, while I was out running errands, ****** called and left a message to call the *********************** but did not explain the reason for the call. At approximately 10:00 a.m. Monday morning, I returned the call to the Center. No one answered the phone. I left a message giving my name, phone number, and reason for the call. Also, I stated that I was at home awaiting a return call and the service technicians arrival. No Plumbline personnel ever returned that phone call. The technician never showed ** in the arrival window of 1:00 p.m. to 5:00 p.m. At approximately 2:30 p.m. that afternoon, I called the Plumbline *********************** to ask if the technician was still scheduled to arrive. No one answered or returned the phone call as requested. A few minutes after 5:00 p.m. on Monday, I called the ************** to inform them that the technician had never appeared to perform my maintenance inspection. At that time, I requested

  

  Business Response

  Date: 08/08/2022

  We are in the process of reaching out to the client to address his concerns and schedule maintenance. 

  Customer Answer

  Date: 08/08/2022

   
  Complaint: 17628048
  
  I am rejecting this response because: *********** contacted me to reschedule, offering a free maintence check and a $50 gift card for further services. They told me that they just heard about the what happened. Sad, since it happened so long ago. We told them that we already had a maintenance check on our furnace and ductless airconditioner with another HVAC company and weren't interested in their services or gift card. We will never use this business again.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/11/2022

  We understand your decision and apologize for the experience. We wish you the best with your future providers. 

  Customer Answer

  Date: 08/17/2022

   
  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,
  
  *************************