Complaints

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

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  Bill's Plumbing & Drain Service

  135 Baldridge View Colorado Springs, CO 80916

  
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  Bill's Plumbing & Drain Service

  PO Box 25518 Colorado Springs, CO 80936

  

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:08/04/2022

  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.

  ******************** from Bills *********************************************** came to install a new shower head and faucet in our upstairs shower. He put in new shutoff valves directly behind the shower. He used these new valves that have to be clamped and not soldered. We paid him $295 via check. he had to come back Apr 26 to finish. I asked him to give me a receipt and he said the office would send us one. They NEVER did even after I called several times to get it. On Jul 15, **************************************************************************** a craft room and the furnace room. The water was coming from the top of the valves. I called a plumber (not Bills) to come fix it. He found the valves that had been put on had not been clamped on the tops. He replaced the valves with ones that are soldered. We had to pay $215.05. We called Bills on July 19 to speak with the owner. 7/20 *** called to say **** would call, Jul 21 **** (an owner) called, when told what happened he said that was impossible he would have to see them. We told him we had them to show him, he said hed come by 7/22. He didnt show. Called 7/25 left message, called 7/26 **** said hed come today, didnt show up. Called 7/27 **** said he would send ****** (co-owner) today, he didnt show up. We called 3-4 more times and now they wont take our calls.

  

  Business Response

  Date: 08/09/2022

  Bills Plumbing did look into this inquiry for Mr. ***** *************** for the leak that has occurred that their residence when they notified us. It appears that we did the job on April 21st and the leak had occurred about a 1yr and 3 months after the installation. They claimed that we install the valve that is a Viega product called PROPRESS fitting incorrectly by not crimping the fitting at all and that it took about a year after to blow apart or started to leak into the basement. The product that we installed would not allow this to happen because if we did not crimp correctly, the tool will indicate that with a red button of failure, and if we did not crimp at all then once we would turn the water back on it would have blown apart the fitting causing a major leak immediately. The fittings fit on the copper pipe loosely which would never hold up to pressure once the water is fully pressurized throughout the system. The customer has been using this valve for more than a year which never had any problems or failure before the date of loss. Our warranty clearly states on our website that we only give 1yr Workmanship warranty on our fixtures that we provide. Since the failure was after that one-year **** technically we do not warranty out any failure that might happen with valve. Also, since they used another company, we could not verify the main reason of failure or warranty a Viega product that has a 25yr warranty on parts. I did attempt to stop by the ***** house multiple times but was unable to since we were completely full at the time and scheduling conflicts. I never stated I would be at their house at a specific time, I told them I would try to get over there as soon as I'm able to. I also told them our warranty process and since they went with another company, we cannot simply refund their money back at that time. Again, had they called us back we would have fixed it and then started the process with Viega on the failure since it is their product. 

   

  Customer Answer

  Date: 08/10/2022

   
  Complaint: 17670429
  
  I am rejecting this response because:  one-I DID NOT SAY they didnt crimp ANY of the connections, I said it was the top ones.  If they would bother to come by and LOOK at them, it would be obvious.  Two-I also DID NOT SAY they had set a certain time to come by, the point was, they said they would come and check the clamps and valves and they NEVER showed up.  I cant tell you why it took that long for the water to squirt out of the pipe, I do feel they need to refund our money because they didnt do the work correctly from the start.  It WASNT the valve that failed it was because they hadnt been crimped on the top.  If you would look at them youd see for yourself!!!!  i feel youre trying to transfer blame to the valve and not take responsibility for NOT CRIMPING THEM ON TOP. I wasnt going to call them to fix it because they would have put in the same kind of clamps and valves instead of soldering them, I dont trust this clamping business.  I want my money back! 

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

  

  Business Response

  Date: 08/12/2022

  Upon looking at the photo there is a clear discrepancy between the top fitting and bottom fitting. We will take responsibility for the $295.00 refund but not the drywall fix. We do stand by our warranty and products that we use but since you went with another company, we will not fix the drywall repair. We also do have solider fittings so we could have just replaced it but if we had come out, then we could have just crimped the top connection and it would have been fine. The Propress material is a superior material, so it does not have anything to do with how customers feel about the product compared to anything else. Had to technician crimped both sides then your feelings would be different about our company and the product that we installed. This will be our final offer. 

  Customer Answer

  Date: 08/15/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, I will accept the $295, however I do feel the dry wall should have been fixed.
  
  Sincerely,
  
  *********************