Complaints

This profile includes complaints for My Georgia Plumber, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  My Georgia Plumber, Inc.

  2080 Marietta Hwy Canton, GA 30114-4022

  
• 

  My Georgia Plumber, Inc.

  PO Box 5537 Canton, GA 30114-0290

  

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:04/07/2025

  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 am filing a complaint against My Georgia Plumber regarding a water heater replacement request that has been unresolved since March ******** were dispatched by American Home Shield (AHS) for a water heater issue under my home warranty. I paid a $125 service fee for your technician to assess the problem. During the visit, your technician contacted *** and was informed that the expansion tank was not covered. I informed *** this was incorrect, as expansion tank coverage is clearly stated in my contract. *** later admitted the expansion tank is covered but then claimed I lacked coverage for required code upgradeswhich is also inaccurate.Eventually, *** said everything had been approved, but your company was charging beyond the *** allowance, and I would now owe $275 out-of-pocket. I have repeatedly requested a written estimate from both *** and your office. I was told by your team that you are not allowed to provide a written estimate, which is unacceptable.If I am being asked to pay anything, I am entitled to a detailed, written estimate showing what is covered, what isnt, and why. At this point, no repairs have been done, and Ive paid $125 for a service visit that produced no results and no clarity.I respectfully request:A full written estimate showing the cost breakdown and what AHS is covering Clarity on what is preventing the job from moving forward An explanation of your policy regarding withholding written estimates from customers This lack of communication and transparency is unprofessional, and I am simply trying to understand what Im paying for before spending any more money.

  

  Business Response

  Date: 04/08/2025

  We understand your concerns and would like to clarify the situation and the roles of all parties involved.
  
  1. Our Role as a Third-Party Contractor
  My Georgia Plumber was dispatched to your home by ******************** (***) as a third-party contractor to assess your water heater issue. Our responsibility is to inspect the system, report our findings, and await direction and written authorization from *** before proceeding with any work. We do not determine what is covered, and we do not move forward without written approval from AHS.
  
  2. Service Fee of $125
  To clarify: the $125 service fee was paid directly to AHS, not to My Georgia Plumber. We do not receive that fee, nor do we control it. It is the standard trade fee *** charges to initiate a service request, and it compensates AHS for dispatching a contractornot the contractor themselves.
  
  3. Coverage Determinations and Disputes
  Any dispute regarding whether an expansion tank or code upgrades are covered must be resolved with AHS. Although you mentioned that *** later admitted coverage, we have not received any updated written authorization reflecting that approval. We cannot act on verbal assurances or customer-provided information; we must have **** formal approval in writing before proceeding.
  
  4. Written Estimates
  Per our agreement with ***, we are not permitted to provide written estimates for covered items directly to customers. Once *** determines their approved scope of work, they will provide an itemized estimate for any non-covered costs. If *** is stating that you owe $275, we have not yet received documentation confirming that amount or explaining what items fall outside of their allowance. As soon as we receive that written scope from ***, they will provide a full breakdown of any remaining costs owed by you.
  
  5. Next Steps
  To move this forward:  You must, contact AHS directly and request that they send us their final written authorization for the water heater replacement, clearly outlining covered and non-covered items.
  Once received, they will issue a detailed estimate for any balance due.  Once we receive the out of pocket costs in full, we will order the water heater from their supplier.  Once the water heater has been received, we can schedule the work accordingly.
  
  

• Initial Complaint

  Date:01/30/2025

  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.

  We sought help from My Georgia Plumber for a single issue: our tankless water heater. They assured us they had plumbers with that experience, but reality proved otherwise. Each service visit a different young inexperienced employee arrived requiring us to repeat critical details. They merely relayed information to an actual plumber over the phone to receive diagnoses and instructions. Meanwhile, freezing temperatures damaged our water pump.When we requested a specific plumber for a final warranty repairhoping for continuity and competencethe service manager sent a verbal refusal and told us to go elsewhere.Rather than providing professional, skilled, and personalized service, My Georgia Plumber dismissed us for expecting basic consistency.If you need knowledgeable, reliable plumbers, look elsewhere. My Georgia Plumber has proven they are simply not equipped. Very disappointing.

  

  Business Response

  Date: 01/31/2025

  We appreciate the opportunity to address your concerns.
  Our team responded promptly to service your mobile bathroom trailer, a setup similar to an RV, which typically requires service at an authorized dealer's service department rather than an on-site plumbing company.
  On our first visit, we found that the plumbing system, water heater, and pump had frozen due to inadequate heating in extreme temperatures. Unfortunately, there was no immediate solution available.
  On our second visit (which you were not charged for), we confirmed that the tankless water heater had no mechanical failure and that the specialty pump had suffered extreme freeze damage.
  As a courtesy, our service manager and technicians went beyond our standard service to try to locate a replacement unit within our network. Unfortunately, due to the specialized nature of your setup, we were unable to source one.
  While we understand your frustration, a billing adjustment is not warranted as our team provided all services requested, performed a full assessment, and went above and beyond in attempting to assist you.
  My Georgia Plumber specializes in residential and commercial plumbing and strives to provide expert service in those areas. Mobile units, such as your event trailer, require specialized service from an authorized dealer, which we advised.
  We regret that we were unable to meet your expectations in this unique situation, but if you ever need plumbing services for your home or business, we would be happy to assist.

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 22880448
  
  I am rejecting this response because:

  Please see attachments, Customer Response, Customer Request, Receipts and Emails. 

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

  

  Business Response

  Date: 02/20/2025

  Our position and response has not changed from the first response.  At this time there is nothing further we can do. 

  Customer Answer

  Date: 02/24/2025

   
  Complaint: 22880448
  
  I am rejecting this response because:
  
  COMPLAINT ID: ********
  CUSTOMER FINAL RESPONSE
  
  ********************** provided incomplete and unacceptable service at our time of need. After two service visits and invoices paid in full, we requested contact with the service manager to ensure they had everything necessary for a successful final visit. My Georgia Plumbers service manager refused to speak with us and had the receptionist inform us we should find another service provider because they do not do this type of work.
  My Georgia Plumbers response was dismissive and unprofessional but also brazenly contrary to their marketing promises: 
  You Deserve The Best. So Meet The Best. The Top Choice For Plumbing in *******************, **. Our Singular Goal Is To Take Care Of You.
  My Georgia Plumber refused to complete the job, left us with no service, no referrals, no recommendations, and no help toward any solution. My Georgia Plumber failed to honor their promises and demonstrated an appalling lack of customer care integrity.Exercise all caution before trusting My Georgia Plumber with business.
  
  ******* ****

• Initial Complaint

  Date:08/13/2024

  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.

  This company was assigned to me by 2-10 home buyers warranty to replace a 20 year old water heater. It was determined that it would be a difficult installation due to a fire sprinkler riser surrounding the water heater. 2-10 sent me a detailed account of their interaction with the plumber, questioning the My Georgia Plumbers scope of work and price quote. They seemed reluctant to authorize the work and offered me a payout. I decided to allow them to proceed with the job and accepted the addition fees for the anticipated level of difficulty. I was told the sprinkler system among other things, would be rerouted for the water heater installation. I was initially quoted $2571,20, which included a $651 difficult installation charge. I paid 50% down for the installation. I was later told this price was contingent on 2-10 paying their portion, and if I wanted.to proceed I would have to pay $3616.87 total, was now being told I had to pay in full prior to scheduling. I paid them in full and confirmed that this price included the rerouting of the sprinkler system. When the technician arrived he informed my ******* that he was not authorized or certified to manage the sprinkler system and the company proceeded to tell me that the old water heater could not be removed, and the new water heater would need to be installed in front of the old one. My tenant took it upon himself to remove the old water heater and placed the new one behind the sprinkler system piping. The plumber only had to reconnect the water and gas lines, which turned out to be a routine water heater install. I asked the company for a refund for the work the was promised and not done, and for the difficult job surcharge. I was told they would review with the plumber, no one returned my call. I was later informed that the case had been escalated to the accounting department and they would respond in 7-14 days, but that I am not allowed to speak to anyone in that department. It has been 7 days with no response.

  

  Business Response

  Date: 08/28/2024

  ********** - 
  
  We have discussed the situation many times with you, bringing it to a public forum will not change the facts or management's decision.  
  
  First and foremost, we would like to emphasize that My Georgia Plumber always aims to provide clear and accurate information to our customers before any work is undertaken. Your initial quote was based on the scope of work required for a challenging installation due to the presence of a fire sprinkler riser, which you were fully informed of and agreed to before we proceeded.
  
  It is important to clarify that the additional charge was for the difficulty level of the installation and location, not for us to remove or alter your existing that our technicians would alter, remove, or reroute any part of the fire sprinkler system. Such work would indeed require specialized services and involvement from the fire department, which falls outside the scope of standard plumbing services and was not included in the original quote.
  
  Regarding your tenant's actions, we must correct you. The tenant DID NOT install any part of the water heater; they simply moved personal belongings to allow our technicians to perform the installation.
  
  We completed the job as agreed upon, within the parameters which you accepted, and the issue was resolved professionally. You were fully aware of the costs involved, consented to the work, and made payments accordingly.  For you to come back after the job has been completed and after your problem has been resolved is unfair to our company and it's employees.  The time for negotiations is prior to work being completed not after.  We encourage anyone not happy with our quote for products or services to shop around and even offer a price match guarantee (which you were aware of) if another licensed and insured contractor comes in with a better price. 
  
  We must also address your threat of disputing the charge and calling our office to rehash the situation over and over again. Please be informed that should you choose to pursue the route of disputing the charge with your credit card provider, we will take all necessary legal steps to collect the money owed, including filing a lien against the property, to recover the owed amount, along with any applicable administrative, court, and collection fees.
  
  We believe we have been more than fair in this matter and consider it resolved. We trust that this response clarifies any misunderstandings.

  Customer Answer

  Date: 08/28/2024

   
  Complaint: 22133508
  
  I am rejecting this response because My Georgia Plumber is misrepresenting the facts. The manager actually told me that she would adjust the amount we paid once she spoke to her plumber who was onsite. I never received a call back. My tenant is a witness to what was performed and has indicated that once he removed the water heater himself it was an uncomplicated and usual water heater install that took 1 hour 45 min. I would like a refund for the difficult install fee. I will pursue further legal action if this amount is not refunded. The fee I agreed upon was based on the sprinkler system being re-routed. It was never communicated that your plumber was not qualified to perform the scope of work that was promised to myself and to 2-10. I would encourage the BBB to look at other reviews of this company as they appear to have a track record for shady business practices.

  
  ***********************

  

  Business Response

  Date: 09/12/2024

  Actually I am the manager and we have left a couple of messages and responded here to your requests.  I did speak to the Sr. **** with over 30 years experience and our previous account of the situation and decision stands.   
  
  Please see the previous response for the accounting and details of the job as this is an accurate account of the situation.  If you would like to have a 3 way call with your tenant to resolve this matter and get an accurate accounting of the situation and verify that he did not, in-fact install the water heater - our ****nician did, please call the office to schedule a time.
  

• Initial Complaint

  Date:07/03/2024

  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.

  Requested a tech come and evaluate my water heater. They recommended that I replace my current heater and ent me a quote to replace and install a new one. Once i agreed scheduled the purchase and install and placed a deposit of half the total cost of service $922.36, I was informed that the tech quote me the wrong amount. I then requested a refund on May 22nd. I was told that refunds take up to 30days to process. Its July 3rd and I still have not been refunded.

  

  Business Response

  Date: 07/04/2024

  This is not the proper platform for refund requests and based on the information you provided here, we do not have an open refund request under your name.  We will need you to contact the office and provide the information for the service address, the name on the credit card, credit card information including security information and address associated with the credit card you used.  Pls contact the office via phone or by text so they can send you the link for our refund request form. 

• Initial Complaint

  Date:06/25/2024

  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.

  I had a plumbing issue in the wall connected to my washing machine. and I went through Choice Home Warranty in order to have a vendor sent out to me. The initial company sent to my property was My Georgia Plumber. Prior to a tech being dispatched My Georgia Plumber requires that you pay the ***** service fee over the phone prior to making an appointment (which was paid on 1/15/24). The tech showed up to my property without having the proper tools needed. He left and went to ********** and returned with a very small drain snake. He snaked the pipe and it temporarily worked. Once the overflow started happening again I contact them, and Choice and asked to have another tech sent out because the problem wasn't resolved. With Choice HW you have 30 days to request a company to come back if the problem isn't fixed (without paying an additional service fee). So I asked for another tech to come out, and it never happened! They gave me the major run around until I asked Choice to move my claim to another company (which they did). The next vendor came out fixed my issues and it was done. On June 4th (5 months later) I received an unauthorized charge on my card for 95 dollars, and an email stating that they tried to collect the money from Choice so I had to be charged for it. The service fee was paid! Their tech didn't do a good job, and my claim had to be moved to another company. There was no need for them to steal ***** from me. I've made multiple calls to this company requesting a refund with no response, I've emailed, and I sent over their refund request form. ALL of these actions have gone without response. This company is making a profit off of taking people's money! Why would you keep people's credit cards on file for that long, and make unauthorized charges on people's credit cards so many months later? Unless you're making a profit on people overlooking small charges. There was no need for My Georgia Plumber to charge me for anything and I want my money back now!

  

  Business Response

  Date: 07/04/2024

  Your complaint has been responded to several times.  You will need to get with your home warranty company or complete the process for the remedies provided to you previously.   

  Customer Answer

  Date: 07/04/2024

   
  Complaint: 21901427
  
  I am rejecting this response because:

  The response from this company is an ABSOLUTE LIE! They have never contacted me in regards to them stealing from me, and clearly many other customers. This company needs to be dismantled; they're thieves. I have submitted all of the documents requested, called numerous times (with NO RESPONSE), and emailed. I have no need to contact my home warranty company because they didn't do any unlawful like make an unauthorized charge on my credit card. The unauthorized charge  was processed by My Georgia Plumber. I along with many other customers are owed a refund of stolen funds. These people are on the BBB website LYING on each response. I want my money back. This is criminal. 

  All of the docs/proof was provided in my initial complaint. Clearly they didn't look at that either!! 

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

  

  Business Response

  Date: 07/04/2024

  Once again - this issue is between you and your home warranty company.   Like we have told you in the past, you will need to contact them for a resolution.  There is nothing more we can do for you.
  

  Customer Answer

  Date: 07/04/2024

   
  Complaint: 21901427
  
  I am rejecting this response because:

  Again this not on the home warranty company. I have contacted them and filed a complaint against this vendor as well, because they're stealing from innocent customers. The home warranty company will not get in the middle of this type of dispute, but they will move forward with removing this company as one of their vendors. They stated that My Georgia Plumber should have never kept their customers credit cards numbers on file for that long periodof time, NOR should they have made unauthorized charges to any of their customers. Choice HW has stated that ********************** owes me a refund for the erroneous charge. 

  Once again if a representative would have contacted me, or any other customer they have stolen from they would know that!!! They are LYING AND STEALING. 

  MY Georgia Plumber owes me a refund! They need to refund my money, along with many other customers. 

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

• Initial Complaint

  Date:06/06/2024

  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.

  My ********************* sent a work order to My Georgia Plumber on 8/30/23 for a new Hot Water Tank to be installed at my home. We owed roughly $500 towards this claim which we paid. Fast forward to 6/03/24 and My Georgia Plumber withdrawals $816.88 from my bank account without my permission and sends me an email stating they never received payment from Choice Home Warranty for the work they did back in September at my home. I never gave permission for this payment to be made let alone give them permission to keep my card information on file. This is FRAUD. I contacted the ********************* who have record of the payment being made to them in November so they never should have even tried to take another payment from me for this work. I contact My Georgia Plumber and am not able to speak to anyone in billing. I received some crazy text message from them stating they are too busy to talk because Choice Home Warranty owes them $50,000. NOT MY PROBLEM. My problem is you. If you have issues with Choice Home Warranty, take it up with them, not the innocent CUSTOMER who did not choose to deal with you in the first place.

  

  Business Response

  Date: 06/11/2024

  We would like to clarify the situation and provide you with necessary information.
  
  Your invoice was submitted multiple times to your home warranty company for payment. Unfortunately, despite our diligent efforts, your home warranty company has failed to pay your claim in a timely manner or has only made a partial payment, leaving a balance owed by you.
  
  According to Georgia's contract law, when parties engage in a contractual agreement for goods or services, the party benefiting from those services is obligated to pay for them. At the time of service, you were informed of and consented to the terms and conditions outlined in our disclosure. This agreement states that while we submit your invoice to your home warranty provider for your convenience, you are responsible for payment if the invoice remains unpaid. Additionally, you provided authorization for My Georgia Plumber to charge the credit card on file for any non-covered charges.
  
  The automatic draft or credit card charge was conducted in accordance with this authorization and after our attempts to collect payment from your home warranty company were unsuccessful.
  
  Resolving this issue with your home warranty company is crucial. Here are some steps you can take to seek reimbursement:
  
  1. Request Cash In ****: Submit the paid invoice to your home warranty provider and request a cash reimbursement. The eligibility and amount of reimbursement depend on your specific policy.
  
  2. File a Performance Bond Claim: Under Georgia law, home warranty companies are required to carry a performance bond. You can file a claim against this bond to recover the unpaid amount.
  
  Please note that My Georgia Plumber is unable to issue refunds for these charges, and any further action must be taken directly with your home warranty company.

• Initial Complaint

  Date:06/06/2024

  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.

  In October 2023, I filed a claim with my home warranty company. They connected me with My Georgia Plumber, who called and requested their $75 service fee upfront. I paid it. I realized within hours that I no longer needed the appointment. I called My Georgia Plumber and requested a refund for my $75. I was told by ****** at My Georgia Plumber that I would need to call Choice Warranty to request my refund. I spoke to ***** at Choice Warranty and he confirmed that My Georgia Plumber was responsible for refunding my service fee.I called My Georgia Plumber back and spoke to ******** who advised she would try to reverse the payment and to allow 7 business days. I never received that refund.I called My Georgia Plumber back and advised I never received the refund and as told they put in a request for the refund and to allow 30 days for it to process. I never received that refund.On 11/16/2023, I called My Georgia Plumber and was told it would be best to file a dispute with my bank. I did on the same day. It was denied because the initial transaction was authorized.I called My Georgia Plumber back and was told *******, the supervisor, would call me back. I never received that call.On 2/9/2024, I called My Georgia Plumber and left a voicemail for ***************************** to call me back. I received no call back.Called My Georgia Plumber and spoke to *******, the supervisor, who said she would look into it and call me back. I missed her return call & when I tried calling her back, she didn't answer and now won't call me back.On 5/7/2024, I called My Georgia Plumber and spoke to ********. I requested she connect me with the owner, *******************************. She said ******************** said she saw my file and would look through it and give me a call back on the same day. I never received that call.(Continued on Attached)

  

  Business Response

  Date: 06/21/2024

  **************** - we have responded a number of occasions to your concerns.  Requesting the same information on different platforms is not going to result in a different response.  Your trade fee was determined and required by your home warranty company.  You will need to discuss any refund or reimbursement with them.  There is nothing further our company can do for you. 

• Initial Complaint

  Date:06/04/2024

  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.

  In December 2023, I reached out to my home warranty company about a plumbing issue I was having (Choice Home Warranty). I was given My Georgia Plumber as the contracted plumber to do the work. The tech showed up on 12/28/2023 at close to 6:00 and barely looked at my 2 toilets. I paid the company $85 which is the agreed upon fee per the warranty company. The tech left and knocked back on my door 12/28/23 to say that "we can fix your toilet for $700.00". I refused and said, "I was going to wait on the warranty company".I never heard anything from MyGeorgia Plumber until 6/3/2024 when they went into my bank account and charged me $152.50 and the invoice claimed they resolved my issue as well as initiated a second visit for which I was never contacted.I have attempted to resolve the issue with the company to which I received a letter saying they would take civil action against me if they reversed the charge.

  

  Business Response

  Date: 06/11/2024

  We would like to clarify the situation and provide you with necessary information.
  
  Your invoice was submitted multiple times to your home warranty company for payment. Unfortunately, despite our diligent efforts, your home warranty company has failed to pay your claim in a timely manner or has only made a partial payment, leaving a balance owed by you.
  
  According to Georgia's contract law, when parties engage in a contractual agreement for goods or services, the party benefiting from those services is obligated to pay for them. At the time of service, you were informed of and consented to the terms and conditions outlined in our disclosure. This agreement states that while we submit your invoice to your home warranty provider for your convenience, you are responsible for payment if the invoice remains unpaid. Additionally, you provided authorization for My Georgia Plumber to charge the credit card on file for any non-covered charges.
  
  The automatic draft or credit card charge was conducted in accordance with this authorization and after our attempts to collect payment from your home warranty company were unsuccessful.
  
  Resolving this issue with your home warranty company is crucial. Here are some steps you can take to seek reimbursement:
  
  1. Request Cash In ****: Submit the paid invoice to your home warranty provider and request a cash reimbursement. The eligibility and amount of reimbursement depend on your specific policy.
  
  2. File a Performance Bond Claim: Under Georgia law, home warranty companies are required to carry a performance bond. You can file a claim against this bond to recover the unpaid amount.
  
  Please note that My Georgia Plumber is unable to issue refunds for these charges, and any further action must be taken directly with your home warranty company.

  Customer Answer

  Date: 06/14/2024

   
  Complaint: 21800616
  
  I am rejecting this response because:  this business only came to my home late 1 time and neither of my toilets were repaired.  They charged me for an additional visit for which I was unaware in fact I was put out town on the date of the supposed visit 1/5/2024.
  

  I have not encountered a problem with the warranty company until dealing with this company.

  if the reported work was done, I would pay for it.

   

   

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

  

  Business Response

  Date: 06/19/2024

  Please see previous response. 

• Initial Complaint

  Date:06/04/2024

  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.

  In October of 2023, I contacted Choice Home Warranty regarding a plumbing issue in our home. Shortly after, we received information that My Georgia Plumber would be servicing our home. The company was scheduled to come the following week, Monday to be exact. I called to confirm and paid the fee as requested. Monday came and the time the company was scheduled to arrive passed. I received a call apologizing for the delay and was asked to reschedule for another time that week. We rescheduled and the plumber came out on the scheduled day and performed services. In May of 2024, I received correspondence via email from My Georgia Plumber notifying me that they attempted to contact Choice Home Warranty several times for payment and has yet to receive payment; $43.50 to be exact. Furthermore, I would be responsible for the charge. I emailed them back requesting information about the length of time they took to inform me of the issue and asked to have the dates they contacted the home warranty company. The service was rendered in Oct and you notified me in May, thats not reasonable. They have all my contact information and not once notified me, rather sent me a demanding email for $43.50. I have yet to receive the information I requested or even a call, however on Jun 1, they charged my card for the remaining balance Choice Home Warranty owed them. How do I know they actually contacted the company when they didnt contact me to let me know there was an issue? Why did they notify me via email rather than calling me about the issue and refuse to respond to my email? This is horrible customer **********************.

  

  Business Response

  Date: 06/11/2024

  We would like to clarify the situation and provide you with necessary information.
  
  Your invoice was submitted multiple times to your home warranty company for payment. Unfortunately, despite our diligent efforts, your home warranty company has failed to pay your claim in a timely manner or has only made a partial payment, leaving a balance owed by you.
  
  According to Georgia's contract law, when parties engage in a contractual agreement for goods or services, the party benefiting from those services is obligated to pay for them. At the time of service, you were informed of and consented to the terms and conditions outlined in our disclosure. This agreement states that while we submit your invoice to your home warranty provider for your convenience, you are responsible for payment if the invoice remains unpaid. Additionally, you provided authorization for My Georgia Plumber to charge the credit card on file for any non-covered charges.
  
  The automatic draft or credit card charge was conducted in accordance with this authorization and after our attempts to collect payment from your home warranty company were unsuccessful.
  
  Resolving this issue with your home warranty company is crucial. Here are some steps you can take to seek reimbursement:
  
  1. Request Cash In ****: Submit the paid invoice to your home warranty provider and request a cash reimbursement. The eligibility and amount of reimbursement depend on your specific policy.
  
  2. File a Performance Bond Claim: Under Georgia law, home warranty companies are required to carry a performance bond. You can file a claim against this bond to recover the unpaid amount.
  
  Please note that My Georgia Plumber is unable to issue refunds for these charges, and any further action must be taken directly with your home warranty company.

  Customer Answer

  Date: 06/11/2024

   
  Complaint: 21800490
  
  I am rejecting this response because:

  While I understand contract law, I also understand that you have yet to provide me with the information requested. ***** said twice you contacted the home warranty company on multiple occasions but didnt provide dates. You have yet to provide me with an answer as to why you didnt contact me in Oct, Nov or even Dec to discuss your difficulties in reaching the company. After all, you have a duty to inform me and do so in a reasonable timeframe. May of 2024 is not a reasonable timeframe. What you did was hide behind statute that prevents you from getting the funds you were entitled to from the party that owes you and instead go after the little people. Once again, provide me with dates you contacted the company for payment. You refusing to do so shows you may not have exhausted all means to obtain what you were entitled to. 

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

  

  Business Response

  Date: 06/21/2024

  The response and emails provided have given you adequate information.  We do not have any additional information to provide, you will have to get with your home warranty company. 

  Customer Answer

  Date: 06/21/2024

   
  Complaint: 21800490
  
  I am rejecting this response because:
  A company should be required to show proof of their attempt to contact the warranty company before withdrawing funds from customers accounts. What I asked was something thats common and didnt require much effort on their part to produce, which tells me a lot. Once again, how do I know you actually called and attempted to receive payment from the company who actually owed you. It was easier for you to go after customers based on contractual language than the real people who owe you. 
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/02/2024

  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.

  My Georgia plumber is automatically drafting money from homeowners, like myself, who had previous repairs or replacements completed by My Georgia Plumber through home warranty services. The company has a legal issue with the warranty company and collecting money from homeowners without prior authorization. This is illegal. Had work approved and repairs in February 2024. An automatic draft in the amount of $98 was drafted from our bank account June 2024. No prior communication from My Georgia Plumber. Unacceptable business practice. If My Georgia Plumber has a legal issue with the warranty company, they need to resolve it through them NOT the homeowners who have/had coverage during active policy terms.

  

  Business Response

  Date: 06/11/2024

  We appreciate the feedback and would like to clarify the situation and provide you with necessary information.
  
  Your invoice was submitted multiple times to your home warranty company for payment. Unfortunately, despite our diligent efforts, your home warranty company has failed to pay your claim in a timely manner or has only made a partial payment, leaving a balance owed by you.
  
  According to Georgia's contract law, when parties engage in a contractual agreement for goods or services, the party benefiting from those services is obligated to pay for them. At the time of service, you were informed of and consented to the terms and conditions outlined in our disclosure. This agreement states that while we submit your invoice to your home warranty provider for your convenience, you are responsible for payment if the invoice remains unpaid. Additionally, you provided authorization for My Georgia Plumber to charge the credit card on file for any non-covered charges.
  
  The automatic draft of $98 from your bank account was conducted in accordance with this authorization and after our attempts to collect payment from your home warranty company were unsuccessful.
  
  Resolving this issue with your home warranty company is crucial. Here are some steps you can take to seek reimbursement:
  
  1. Request Cash In ****: Submit the paid invoice to your home warranty provider and request a cash reimbursement. The eligibility and amount of reimbursement depend on your specific policy.
  
  2. File a Performance Bond Claim: Under Georgia law, home warranty companies are required to carry a performance bond. You can file a claim against this bond to recover the unpaid amount.
  
  Please note that My Georgia Plumber is unable to issue refunds for these charges, and any further action must be taken directly with your home warranty company.