Complaints
Customer Complaints Summary
- 7 total complaints in the last 3 years.
- 3 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:12/17/2024
Type: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 called company to get estimated average price info for basic drain clean up . person over the phone said price info is not available they don't provide that unless tech come to house and give that info . They sent 1-2 year experience young person asking $600 for basic drain clean up which exact same service from same company that i used charge was $179 couple years ago . I refused bcs of experience level and price and tech said $90 charge to just to tell customer how much it cost . This is not good Business practice not providing estimated price point before hand and charging customer for $90 for inexperienced person .
Business Response
Date: 12/18/2024
Thank you for taking the time to speak with our leadership team yesterday. We appreciate your business and feedback. We will use it to help create the best customer experience moving forward.
Regards,
Quality Assurance
Customer Answer
Date: 12/19/2024
Complaint: 22697732
I am rejecting this response because:Requested invoice # ******* Charge of $89 to be deleted than I it will be satisfactory .
Sincerely,Business Response
Date: 12/19/2024
We will adjust the invoice to clear the $89 service fee. Since the fees was not paid at the time of service, there will not be a refund sent to you.
Regards,
Quality Assurance
Customer Answer
Date: 12/19/2024
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:11/18/2024
Type: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.
Plumbing Today installed a new faucet on our kitchen sink last week (11/7/24). They charged an exorbitant amount for this service ($1,111.00 less savings for maintenance agreement resulting in bill of $888.00). That is all the information they put on their invoice even though I requested an itemized bill several times. The faucet is not even a name brand but a knock off. I feel they are charging too much especially since we have carried a maintenance agreement with them for quite some time and their refusal to give me an itemized bill is evidence of questionable integrity on their part. I have filed a customer review but it is not on their site leading me to believe they deleted it as it was not a positive review. I feel this is also indicative of elder abuse as my husband is 74 and I am 73. I just want a fair price for a fair service and such an exorbitant price for a knock off fixture is just not right. I have called to talk to a manager to try to resolve this issue but never received a return call.Business Response
Date: 11/19/2024
Thank you for taking the time to speak with us today. As discussed, we have issued a refund for $177.
Regards,
Quality Assurance
Customer Answer
Date: 12/06/2024
Better Business Bureau:
I did receive a credit for $177 on the credit card. I can't say this was exactly the result I was looking for but I accepted this resolution to the matter. Will **** from Plumbing Today be notified that I did respond? Thank you for your assistance in this matter.
Sincerely,
**** *****Initial Complaint
Date:07/29/2024
Type: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.
We have the monthly contract and called them in for a simple kitchen drain clear. It took four hours and the tech had to call in another guy. They went up on our brand new metal roof with wheeled equipment and whatever corrosive product they used in the pipe or on the wheels of the equipment PERMANENTLY ETCHED the coating of the metal roof. So, the main area of the roof that is visible is permanently stained with a rust colored mess.After several consultations with roofing companies and a couple of calls to Plumbing Today, I received a call from the plumbing manager **** and we agreed to meet so he could #1 evaluate the roof issue and possibly determine what product was used and whether or not there could be some fix and #2 discuss our other experiences with Plumbing Today, that have not met any reasonable SLA, to see if we can continue to work with them. I re-arranged my schedule and drove 45 minutes to meet him and he NO SHOWED and then did not respond to any subsequent messages.We also have had the Cool Today maintenance contract for years and have always been satisfied.Business Response
Date: 07/31/2024
Thank you for taking the time to speak with our leadership team yesterday. We look forward to meeting with you at the property on August 8th to evaluate and address all concerns.
Regards,
Quality Assurance
Customer Answer
Date: 08/01/2024
Complaint: 22055625
The business has contacted me to meet and assess the situation, however, the case is not resolved and, therefore, not closed. The two options are to either accept and close the case or reject and leave the case open, so I had to reject. I have accepted a meeting with an employee from the company on August 8th to assess the damage and discuss our previous experiences that we feel have taken advantage of our contract terms.The manager that no showed to our originally scheduled meeting is on vacation. I would think that the BBB would be interested in the fact that someone that treated a customer so disrespectfully is not only still employed, but off on paid PTO.
Sincerely,
***********************************Business Response
Date: 08/09/2024
Thank you for taking the time to meet with us yesterday. Please contact us once the consultation with the roofing company is repaired. We look forward to hearing from you to resolve this matter.
Regards,
Quality Assurance
Customer Answer
Date: 08/19/2024
Complaint: 22055625
The options here are to accept and close out the case or reject within 10 days - I do not want to close out the case until the issue is resolved. We are very satisfied with ****'s help and believe we are just a few days away from resolution. Once I confirm this, I will respond to accept and close the case.
Many thanks!
***********************************Business Response
Date: 08/27/2024
Cool Today provided a check to the customer to cover the repairs presented on the estimate provided by the roofing company. Any outstanding item, or work to be performed, at this time is with the roofing company.
Regards,
Quality Assurance
Customer Answer
Date: 08/27/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********. While we have not yet received the check, I trust that we will and this resolution is satisfactory to us.
Many thanks to all,
***********************************Initial Complaint
Date:04/02/2024
Type: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 March 2024, I selected PlumbingToday to replace my water line to my house. I had three issues with the service. 1st was misleading sales tactics, which has been rectified privately with ********************************* in ********, *******. The reason for writing is because they have not addressed my other concerns. Another issue were the problems that the technicians created by not properly identifying all the pipes and their functions. A quoted 6 hour job turned into a 5 day job due to not identifying the correct pipes as they cut both irrigation and house line and then tried to connect one to the other which led to numerous fixes after discovering their repairs continued to leak. There were multiple times where the techs were about to clean up thinking the job was complete but because I was present and pointed out small leaks, is when they mentioned they needed more time to fix their repairs. I have photos and video to verify their problematic fixes. They made repairs to the irrigation line but I had to suggest turning it on to check for leaks. When it was turned on, there were leaks. The job was finally complete after 5 days, 3 separate techs, 1 supervisor, 1 project manager and too many phone calls to the dispatch office to get it resolved. Even after the first day of issues, the job at my house wasnt communicated that it needed to be scheduled another day. When I called for a status on the technicians arrival, I was told there wasnt one scheduled and Id have to wait another day as they didnt have time. They found time after I explained my dissatisfaction with my experience so far. Due to the inconveniences I had with this company, having to adjust schedules for multiple days due to poor planning and execution on their part, I expressed interest in some form of compensation. Ive brought it up to multiple levels of management at Plumbing/CoolToday and the idea of a credit or adjustment has been ignored as if the job was done correctly as promised.Business Response
Date: 04/02/2024
Thank you for bringing your concerns to our attention. We apologize for the inconvenience this may have caused you. Our plumbing manager will be reaching out to you in hopes of offering an acceptable resolution.Customer Answer
Date: 04/05/2024
Complaint: 21514672
I am rejecting this response because I have not heard from the Plumbing Manager or anyone from PlumbingToday as they mentioned in their response. I have 10 days to add my response and it has been two full business days since I submitted the complaint which I feel is an appropriate time to reach out to someone. I am not going to "accept" the response as my understanding would be someone reaching out prior to me providing my response. "Accepting" the response would close out the case when no action has been taken. Again, I feel 2 full business days is an adequate time to reach out to someone but in their initial response, they did not put in a timeframe to communicate.Thank you
Sincerely,
***********************Business Response
Date: 04/18/2024
Our records indicate the plumbing manager reach out in three different occasions. We are happy to help and take care of your concerns. We will attempt a phone call by end of day tomorrow. We appreciate your patience. Thank you!Customer Answer
Date: 04/19/2024
Complaint: 21514672
I am rejecting this response because I have not received any contact from your company since filing the complaint or rejecting the first response. Can you provide which method you tried to reach out? You have my phone number and email from the invoice as well as my phone number and email from this complaint via the BBB portal. I would assume that if you reached out to someone to discuss a concern and they didn't respond, you would leave a text message, email, or voicemail identifying who was reaching out and a way to contact you back. Based on communication with your scheduling and coordinator teams while the job was still being worked on, you have the ability to send text messages as I responded to them in a timely manner. Please check the accuracy of your call/text/email records or with the plumbing manager to ensure you called, texted, emailed the correct information. I look forward to hearing from you. Thank you.
Sincerely,
***********************Business Response
Date: 05/07/2024
The management team called customer on 4/9/24 at ******, 4/**/** at ******, 4/23 at 7:59AM and 4/25/24 and 3:28pm, on the ************ and left messages.
Initial discount was for $370 discount. After speaking with the manager, we can discount an additional $700 for customer satisfaction. Please let me know if this satisfies the customer.
Customer Answer
Date: 05/07/2024
Complaint: 21514672
I am rejecting this response at the moment to keep the case active, however I do accept the proposed resolution from the company. I can assure you that I have not received any communication from your Company.I do "Accept" the added $700 discount as previously stated and I will officially "Accept the Response" via BBB portal once I have received the refund. Can you provide how the refund will be issued?
Sincerely,
***********************Business Response
Date: 05/08/2024
Hello **************,
A check is being issued and will be mailed this week. You should expect it sometime next week. If there is anything else I can assist with, please let me know. Have a wonderful day.
Best Regards,
*************************
Customer Answer
Date: 05/08/2024
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:09/05/2023
Type: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.
We hired Plumbing Today, subsection of Cool Today, as plumbing contractors for an addition to our home consisting of a bath, a kitchenette, and a *********** bathroom. In March 2023, my dad started noticing that the floor in their room was starting to cup. It got so bad that he tripped over a piece causing 2-3 pieces to come up. We called the company that installed the floor, and they came out. They started picking up sections of the floating floor and found water underneath. This was exactly where the concrete had been poured by Plumbing Today. We called our insurance company who eventually denied the claim because damage was due to improper work.We contacted Plumbing Today and found out the Plumbing manager had been replaced. The new manager came out to the house, found that the is*** was their fault and filed a claim with their insurance company. After about 2 months their insurance company stated that Plumbing Today was not at fault and refused to pay the claim. Their insurance company had the Leak Detection Report that stated specifically that all the water that came into the house was through their concrete. After getting the denial we contacted Plumbing Today and were ignored. A couple weeks later, after placing several phone calls, we finally had a general manager call us back who refused to even try to help us. He told us to go ahead and *** the company. That is where we are today.In the meantime, weve spent $12,000 fixing the concrete so that we do not get anymore water damage. The water had also spread through the house and floor is cupped. Our brand-new floor will need to be replaced; this will cost approximately $30,000 including moving cabinets that are the floor. My insurance company came up with an amount closer to $60,000. We were willing to work with Plumbing Today but they refuse to be reasonable. I dont know how much mold is under the floor and we cannot continue to take risks with our familys health. We are in the process of having the floor changed and going into debt for $50,000 while the lawyers work to resolve this.Business Response
Date: 09/05/2023
We apologize for the dissatisfaction you have encounter. As previously discussed, Cool Today submitted a claim to our insurance company and they declined to cover due to neglect from the flooring company.Initial Complaint
Date:12/28/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Purchased a 40gallon electric water heater 1/27/2017 with a 6year warranty for 1245$. Serviced 2/2022 for leak, part changed , serviced again 3/5/2022 leaking , part changed, both times asked for my water heater to be replaced while under warranty. No hot water 12/23/22, when opening water heater thermostat panel massive erosion rust clearly had been leaking awhile and never addressed on both service calls prior. Tech came on 12/27/22 refused to honor my 6yr warranty told me AOSmith wouldnt warranty. Called AOSmith they registered and approved warranty of a replacement water heater. Tech walked off the job leaving electrical components exposed and water heater disassembled. Plumbing Today refuses to honor their documented and valid 6year labor/materials warranty. Have left the home without a water heater.Business Response
Date: 12/29/2022
*************** typically will not cover these. If they agreed to cover the replacement, then they will issue the customer some sort of purchase order or warranty number. We would be happy to pick the water heater up and install it, at no charge.
Communication has been sent directly to the customer from the ******************** manager. We are currently waiting to hear back on how the customer would like to proceed.
Customer Answer
Date: 12/29/2022
Complaint: 18649823
I am rejecting this response because:Plumbing/Cool Today provided the AOSmith water heater, if AOSmith doesnt warranty why did the company install said water heater and provide and document a 6yr labor/material warranty. It is not the customers responsibility to know the protocol of a vendor but the installers, as this material was 100% provided by *************, Cool/Plumbing Today. An email was provided directly to a ********************* @ ************* clearly specifying our opinion as paid in full customers.
Sincerely,
*******************Business Response
Date: 12/29/2022
Thank you for clarification that the work has already been completed by another company. Please provide Manager, *********************, a copy of the invoice for review. Once received, **** will follow up with you on resolution.Customer Answer
Date: 01/12/2023
Complaint: 18649823
I am rejecting this response because: ********** @ Cool Today stated I would be reimbursed $500 on Thursday 1/5/23. I provided documents he requested on 1/5/23 needed for refund. To date refund not received.
Sincerely,
*******************Business Response
Date: 01/12/2023
I am truly sorry for the miscommunication on the status of the refund. I have reviewed you account, and see the check was sent on January 10th. If you do not receive the check within a week, please let us know so we can investigate. *********************** ************ Manager) will be available if you need any additional assistance to resolve this matter.
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