We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Plumber

Tom Shell Plumbing

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Plumber.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:09/18/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    They sold me the most expensive tankless water heater then installed a cheaper model, then went I brought it to their attention they claimed they couldnt get the one they charged me for they installed what they could but still charged me for the most expensive one, then when I said I wanted some money back they magically found the one that they were supposed to install in the first place, well they showed up with a broken one and told me that they had to return it only to show up a week later with another inoperable water heater. Not to mention the sloppy pipe work nothing being plumb or ********* Im stuck here with no hot water

    Business Response

    Date: 09/21/2024

    Sir. We supplied and installed a whole home water softener ($2,160.00) and a tankless water heater ($2,604.60). The tankless water heater is available in multiple sizes. We quoted and you accepted a Stiebel Eltron 29KW. We order the equipment from our supplier and installed the equipment at your home. The boxes that they come in all look alike. Our technician installed the water heater provided by our supplier. This happened to be the 24KW model. Because this water heater requires an electrical upgrade, we do not hook up the electric on tankless water heaters. When the electric was hooked up, it was noticed that the water heater was a 24KW as opposed to a 29KW. You called the office, texted the technician, texted the office photographs, etc. I called the supplier and told them what had happened. They stated that they no longer carry the 29KW, therefore they gave us a 24KW, unbeknownst to our technician. Yes, he should have checked prior to installing. I immediately ordered the 29KW unit from another supplier that we use. You were called and put on the schedule to install the correct water heater on Friday September 13, 2024. You had hot water all the while.  We showed up with the correct water heater, in a factory sealed box. When it was opened, the temperature control knob and digital display wasn't attached properly to the water heater. Not our fault. When the technician explained that he wasn't going to install a damaged water heater in your home, he had called me to ask about getting a replacement. I heard you very irate in the background. "I already disconnected everything. Now I have to reconnect it." You didn't need to disconnect anything. That's why we were there.  At this time, you said that you wanted to keep the 24KW and wanted to be paid the difference between the 29KW and the 24KW. The 24KW is actually $40 more than the 29KW. Therefore, the price difference is in the opposite direction of what you were looking for. I promptly ordered a replacement for the damaged replacement. You still had hot water.  Your only available time was on Tuesday September 17, 2024, after 5:00 PM. We showed up with it at 5:25 PM yesterday and installed it. The technician said that you had hot water when he left yesterday. This correspondence is our first knowledge of it not having hot water. The water heater has a 7-year warranty. If it is not working please call the office at 727-847-9107 and we will come fix it. As for the sloppiness of the piping, I spoke to the man that was at your home, he said that there are 3 electrical conduits that he had to run the pipe around. Therefore, the pipe had to contour to that. This can be addressed when we come out to look at the reason for no hot water. Your complaint says that you are seeking $4,700.00. The water heater was only $2,604.60. This is nowhere close to our most expensive model.

Tom Shell Plumbing is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.