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:05/30/2025

  Type:Product 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 May 28, 2025 I called for a new sump pump and ****** was dispatched. He wanted half the money up front for a new sump pump and installation so I paid on my Amex card. He assured me that he would arrive at my home at 1pm on May 30 and complete the work himself. The time came and there had been no contact from **** or Smith Plumbing & Heating. I called the company and they told me the time would be between 2 and 4 pm for the install. I requested a refund as I have a doctors appt at the VA at 4pm and it take 45 min to get there being traffic and Friday. At first the clerk gave me a difficult time. I asked for a supervisor and was given a difficult time and finally transferred to a Project Manager who agreed to send the dispute to their accounting for a refund. I would like for BBB to follow up with them, as their service is not satisfactory and I would like my refund of $807.85 returned asap so that I can contact another company for a sump pump replacement.

  

  Business Response

  Date: 05/30/2025

  ******, the Payment was processed through our Merchant account on the 29th, and it takes 3 business days to settle.  We can't even initiate a refund until Monday.  I can assure you that we will process your refund as quickly as the **************** account will allow us to.  I anticipate you receiving the refund before the end of next week.  

• Initial Complaint

  Date:02/28/2025

  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 paid this company to do a thorough clean of my furnace. I repeatedly asked before and during the appointment to make sure the complete clean was performed. The technician that came out refused each time to clean out the motor, saying it appeared clean enough. My thermostat is set at 55. It has not had to work hard until the recent cold spell. I am smelling gas only when I am in a small enclosed area (ie when I take a shower and the furnace is actually running). I specifically asked for the complete clean because the last time I smelled gas, my normal maintenance company found it was due to the furnace being dirty. And they did a thorough cleaning, which, again, Smith did not do despite repeated requests for the service I PAID for. Their rep *** is unprofessional in that she was snide, rude, dismissive, and over-the-top in her response. Which, by the way, she has never spoken directly to me. Just left a derisive response to my review and communicated via her person who answered the phone. I chose to try this company because they had a sale that was $10 less than my normal company. I fully regret switching as my normal company is respectful and does what they say they will do.

  

  Business Response

  Date: 03/03/2025

  This tune up was completed over 3 months ago.  If there was a gas smell due to the tune-up it would have occurred immediately following the tune-up.  We offered to come out to diagnose the source of the gas smell, for a very modest $39, and ******* declined and told us she would call her "old" company to come out and "fix it".  We have a complete set of pictures and readings from the tune-up and the complete tune-up was done.  Again, we'd be happy to come out and look at her over 30 year old plus furnace for $39 and if it's something related to the tune-up we will waive the $39 trip fee and make the repair for free.  But if it's an issue with a gas valve or something that is unrelated to the tune-up, the the $39 charge applies and ******* would be responsible for the repair.  Conversely, she can remove the 1-star ****** review and we'll refund her $79 after she signs a settlement agreement.

• Initial Complaint

  Date:10/16/2024

  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.

  My family and I bought our first house 1 year ago and we were told we needed a trusted professional plumbing company to check our lines due to a detected blockage. The salesman for Smith (we were informed Med no longer works with the company) sold us ALL NEW PLUMBING, which we had to get financed $18,000 for, and promised us we would never have to worry about a plumbing issue again. He told us most people would usually just get a Band-Aid fix and I explained to him that I did not just want a Band-Aid fix, which is stated in our contract and paperwork, and that the only way I would get financed that money is if we were guaranteed to never have an issue ******** ONE IN THEIR RIGHT MIND WOULD GET FINANCED $18,000 FOR A TEMPORARY FIX! WE WERE HUSTLED.After coming back several times during the year because of issues that were not corrected when they first did the job, such as the plumbing backing up into the tub while my wife was taking a shower, we are now are losing our home because they told us there is a another issue that will cost us $50,000-$100,000!They sold us $18,000 worth of plumbing knowing there was a bigger issue that was inevitable and that would be a lot more expensive!We tried to work with the owner of the company, ****, and except some responsibility for the issue also but they were unwilling to work with us except to give us a little discount on a very, very expensive plumbing job that we couldnt afford anyway.Also they must not drug test because my wife caught several workers smoking marijuana while working and management showed ZERO CONCERN. ??

  

  Business Response

  Date: 10/16/2024

  We contracted with *********** on August 1st, 2023 for the replacement of their entire inside and outside sewer line to the property line. The project was completed on August, 15 2023, with the repair of their inside drywall.  The work that was contracted for, and completed, passed inspection by ************************* Since the original work, we have been back to the house 13 times, at no charge to snake or jet the waste line from the customers property line to the city sewer main. It was determined, after the work was completed,that there was additional work needed, which is the customer's responsibility. Our work is performing wonderfully, but there is additional work that needs to be done in the street. It is not uncommon to make sewer repairs on a customer's property, but then discover additional work, in the street, needs to be done.  We advised Mr. ******** of this on several occasions. We have had multiple discussions with Pueblo Regional Building about the situation, but, by law, the home owner is responsible for the sewer line from their home to the city sewer tap. A street repair can cost $30,000 or more, yet we offered to do the repair at our cost. Mr. ******** now wants to make us the "bad guy", when we have bent over backwards to try and help. His wife called me today and demanded we pay for their move as they cannot afford to make the needed repairs to their sewer line and have decided to default on their mortgage and their loan and leave the state. I explained we did the work that was contracted for, it passed inspection and we have gone above and beyond to help them while they attempted to secure funds for the remaining sewer repair, ****** indicated they would be leaving multiple 1-star reviews on ****** AND leaving a complaint with the BBB if I did not comply. This is extortion and if we cant come to a reasonable agreement, our attorney will be contacted. As a company we're willing to provide them with $500 as a gesture of goodwill. 

  Customer Answer

  Date: 10/22/2024

   
  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:01/14/2024

  Type:Sales and Advertising 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 the summer of 2023 I had paid over **** for a new central air/furnace combo. My central air had completely broken and they told me I had to replace both systems being as they were old and needed it. After getting them replaced within 1 month my central air did not work. I had called this company and let them know and they sent someone to fix it. Within another month it stopped working again and they had sent another repair man out to fix it again. And again it stopped working. They blamed it on the electricians and it was a simple fix. They had also left trash in my back yard such aa copper pipes and wires. After this my central air froze over. When I called them to get it checked again I had found out that the person who initially set it up had been doing half-ass services all around ****** and they were going to have to redo the entire central air/furnace setup because it was not done correctly. I began to get upset because I had spent such a large amount of money for what was supposed to be a good system, the company sent me **** dollar check as a refund. Now, its winter time, -4 degrees outside, and my heater will not turn on in the night time. It will turn on 1 time and heat the house then completely shut off and I have to get up consistently every few hours to shut it completely off and turn it all the way on. My house dropped to 58 degrees last night and 61 the day before. I have to babysit the thermostat and my houses temperature to make sure its livable and its pathetic. Ive never had so many issues with my heating and cooling ever. My furnace worked great prior to this company coming in and messing with everything. I have 6 children, 1 of them under the age of 10 months. I should not have to cover her with 5 blankets to keep her warm in the night because smiths plumbing and heating cant do the one job I paid them GOOD money to do correctly. I will NEVER use this company again and I will let everyone know how horrible they are.

  

  Business Response

  Date: 01/15/2024

  Smith Plumbing & Heating received a call from *************************** at 8:13 am on Sunday, and had a technician dispatched by 9:30 am and on site by approximately 10:30 am, only a few hours after we were slammed in a ****** 1-Star review for being a pathetic company.  Question, if the furnace wasnt working correctly for 4 consecutive days/nights, then how is it the companys fault that this customer waited 4 days to call for service?  Our senior technician spent approximately 90 minutes going over the system with a fine tooth comb. Everything was working perfectly, all gas pressures were correct, the limit switch tested correctly, (but we installed a new one anyway as that was the only stored error code), the static pressure (air flow), and temperature rise were perfect.  The tech cycled the system without incident a number of times and we were unable to replicate the issues described in this customer complaint (and ****** ****** review). Our senior technician left his card and told ***** to call him directly if the system shut down again and to take a picture of the error code before recycling the furnace so we had the information.  The only note here is that perhaps the customer supplied Nest thermostat could be an issue, and has been the issue since day 1,but the system we installed was working perfectly when the technician left at 11:59 am on Sunday.  Total cost to *****,$0 for a ************** call, a new $80 filter, and 90 minutes of technician time with no issue found with our system installation.  Im not sure what else a company is supposed to do. 

• Initial Complaint

  Date:08/21/2023

  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.

  This company promised more than they could provide and provided me with a quote in alignment with that promise. When technicians arrived they said we cant do that we will owe you a refund and I have been trying to negotiate with this business ever since. They do not answer my calls and have a policy that after 30 days high interest will be applied to the invoice. I am attempting to resolve **************** time window but believe they are evading contact to try to run out the clock. I do not have a correct invoice to pay as even without the negotiation a 700 service was cancelled and I was never sent an updated invoice.

  

  Business Response

  Date: 08/21/2023

  This was a billing correction oversight on our part, and we have reached out to **** to provide a full refund on the ductwork modifications work that couldn't be done.  We will be forwarding to **** an updated invoice with both the duct cleaning and duct modification charges removed.  We apologize for this oversite and will get this corrected today.

  Customer Answer

  Date: 08/21/2023

   
  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,
  
  ***********************