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:10/26/2023

  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.

  They auto-renewed my ************** Membership, something I didn't even know I had. For a job they did in late December 2022. We're in October ********************************* $149.95 for a renewal, 2 months before it was supposed to renew. No notification, no nothing. When I asked them about this they said they don't know why I was charged but I will have to wait 30 days to get a refund. This is completely unacceptable and illegal. Now I have to fight with my bank to dispute this claim. I do not want to wait 30 days to get a refund!

  

  Business Response

  Date: 12/04/2023

  We understand your frustration and concerns regarding the recent renewal of your ************** Membership, and we appreciate you bringing this matter to our attention. While we apologize for any inconvenience you have experienced, we want to provide a clear explanation of the situation and the actions taken.
  
  Our records indicate that you became a member of our ************** when you purchased your water heater in late December 2022. As a member, you received various benefits, including significant discounts for your purchase, emails, and phone calls to schedule free services throughout the year, a welcome email, email with information about financing and price matching, reminders for your free services, as well as reminders about the upcoming auto-renewal.  In addition, you also were sent a paper invoice advising of the upcoming auto renewal.  It is important to note that the auto-renewal feature of your membership was part of the terms and conditions when you initially enrolled.
  
  Upon your recent inquiry about the unexpected renewal charge, we acknowledge that there may have been some miscommunication in our response. We understand your frustration with the 30-day refund process, and we will ensure that such issues are addressed promptly and with greater clarity in the future.  As of this date, we have canceled your ************** Membership, and the dues have been refunded in full. Please allow a few business days for the refund to reflect in your account.
  
  If you have any further questions or require additional assistance, please feel free to reach out to our customer ********************** team. We are committed to improving our services and ensuring your satisfaction.
  
  We appreciate your feedback and your business. We will take your concerns seriously and work to avoid similar issues in the future.

• Initial Complaint

  Date:06/26/2023

  Type:Product 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.

  I received a text from the company *************) on 4/27/23 advising that my ************** membership, which I don't recall knowingly signing up for, was up for renewal and asking if I would like to pay by check or credit card. I advised neither, as I did not know I was signed up for this and did not want to renew. I received a response text that they would get it cancelled for me. Instead, a charge of $149.95 posted to my **** card on 4/28/23. I received an email from the company 5/4/23 stating: "This email is to confirm that your request for a refund and/or cancelation has been received by the proper department and is currently under review. The review process can take **** days for completion and will be updated when completed." I never received any update so I followed up via text at the same number on 5/23/23 and received a response from the company on 5/24/23 that the accounting department processed my refund on 5/18/23 and to please allow ************************************** my account. I have still received no refund as of 6/26/23. I followed up again 6/5/23 via text asking for transaction information that I could provided to my bank to research the supposed refund that they claim was sent and received a response that they would get with the accountant to get the information. No information was ever provided. I followed up 6/12/23 via text advising that I had not not received the information regarding my refund, or the refund itself. No response was received, so I texted again 6/20/23 asking for the information of the person I needed to contact in order to obtain the promised information. The text response received 6/21/23 told me to email the company at ************************************************** I emailed that address 6/22/23 requesting the information regarding the refund that was supposedly sent yet never credited back to my **** account and have received no response as of today 6/26/23.

  

  Business Response

  Date: 07/12/2023

  Please be informed that we recently underwent a change in staff, which resulted in a temporary disruption in our communication and response processes. We sincerely regret any delay or lack of assistance you experienced during this transition period and  would like to apologize for any confusion or dissatisfaction you experienced with our cancelation and refund process. We strive to provide excellent customer **********************, and we regret that we did not meet your expectations in this instance.
  After thoroughly reviewing your request, our team has investigated the matter and identified the issue that led to the cancelation of your ************** Membership. We have taken immediate steps to rectify the problem and prevent any similar occurrences in the future. We value your feedback as it helps us improve our services.
  
  Regarding your refund request, I am pleased to inform you that we have initiated the refund process. The refund will be processed through the original payment method, and you can expect to see the amount credited to your account within 5-7 business days.

  Customer Answer

  Date: 07/17/2023

   
  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.  The refund has been received.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:06/22/2023

  Type:Billing 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.

  The company replaced some pipes for us, part of the quote and payment was for a valve to be installed. The valve was never installed. When i first brought this to their attention I was infromed it would take 30 days to receive a refund, I was disappointed by this time frame. After 30 days I monitored my credit card and no credit was received. I called and was told the owner had refused the refund.From Invoice T123938 3/4 in Ball Valve PEX **** Only $274.30

  

  Business Response

  Date: 06/23/2023

  We would like to address your recent complaint regarding the installation of a valve that was part of the quote and payment for the pipe replacement services provided by our company. As this is a required item, a refund is not an available option and refusing installation may void any warranty of the product or system installed.  In an effort to rectify the situation, we made several attempts to get you back on our schedule for the installation of the valve, including a Saturday installation time. However, we understand that you declined our offers. 
  
  In light of the circumstances, we would like to offer a resolution to address the issue promptly. We are committed to fulfilling our initial agreement and ensuring your satisfaction. Therefore, we are prepared to proceed with the installation of the required valve as soon as possible.  Please reach out to our office to schedule your appointment at your earliest convenience or you can schedule online at www.mygeorgiaplumber.com. 
  
  Our goal is to provide excellent service, and we will make every effort to rectify this situation and meet your expectations.
  
  If you have any further concerns or questions, please do not hesitate to reach out to our customer ********************** department. We value your feedback and look forward to resolving this matter to your satisfaction.
  Thank you for bringing this to our attention.

• Initial Complaint

  Date:06/15/2023

  Type:Billing 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 hired MY GEORGIA PLUMBER to fix a broken sprinkler pipe out in our front yard, they charged us over $700 for the work and we paid them by Amex on the spot. About a week later I get an email from them stating: Congratulations, you qualify for membership in our preferred customer club, which allows for free ********************** calls, priority scheduling, etc. Normally ******, but free to you because of your previous service. I didn't respond to the email or think much of it. About a week later I see that they have CHARGED ME $****** on my ***************** I did not authorize this charge, I did not ask for this membership that was OFFERED TO ME FOR FREE in an email. I called them several times and they gave me an extremely convoluted answer about their accounting department and system glitch and on and on. Every time I called they kept saying I would see a refund. I NEVER DID! To this day they have not refunded this charge and I have NO idea how they think it's ethical to save my credit card information in the first place! This company is running a scam on their customers and now I have to keep a careful eye to make sure they are not charging me for any other erroneous things. DO NOT USE THIS PLUMBER!

  

  Business Response

  Date: 06/23/2023

  I am writing in response to the complaint filed by *************************** regarding their experience with our company, My Georgia Plumber. We take customer satisfaction seriously and appreciate the opportunity to address their concerns.
  
  Firstly, we would like to clarify the facts of the situation. *************************** has been a valued customer since 2019, and we have successfully completed numerous repairs for them over the past four years.During their most recent service on 4/2022, we offered *************************** the opportunity to convert their service fee into a membership due to their frequent usage of our services, which resulted in service fees totaling $149.95 each time we visited their property.
  
  By accepting the membership offer, *************************** would have the service fee waived for future visits and would also receive additional benefits, such as discounts on products and services, a free annual water heater flush, and a free annual plumbing inspection. It is important to note that these benefits were utilized by *************************** during the membership term.
  
  Our membership program is designed to renew automatically on an annual basis, providing ongoing benefits to our loyal customers. Three months before the renewal period, we send an email reminder to customers,prompting them to schedule their free services and informing them of the upcoming renewal. Two months prior to the renewal period, we send both a paper invoice and an email reminder to ensure that customers are aware of the impending renewal. Finally, one month before the renewal period, we send a final email reminder, giving customers the opportunity to cancel or renew their membership.
  
  In this particular case, *************************** failed to contact us to cancel their membership before the renewal period. On 5/18/22, ******************************* husband disputed the payment for the renewal. Once a credit card transation is disputed, a refund is not an option, only accept or challenge the dispute.  We did not challenge the dispute and accepted it.  Subsequently,we promptly canceled ******************************* membership.  If a refund has not been received, ******************* would need to have her husband contact his card issure as My Georgia Plumber does not have any of these funds. 
  
  We value our customers' feedback and have taken steps to improve our communication regarding membership renewals. We understand that *************************** feels the charge was unauthorized, but we want to assure them that it was clearly outlined in the terms and conditions of the membership program,which they accepted at the time as well as notifications sent regarding the upcoming renewal.
  Regarding ******************************* concern about the security of their credit card information, we would like to emphasize that we take data protection seriously. Our company adheres to stringent security protocols and complies with all relevant regulations to safeguard our customers' personal and financial information.
  
  While we regret any dissatisfaction experienced by ***************************, we believe that we have fulfilled our obligations in accordance with the terms of the membership program. We strive to provide excellent service and maintain positive relationships with our customers.

• Initial Complaint

  Date:06/02/2023

  Type:Product 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.

  I had an unauthorized transaction on my **************** Card on April 26, 2023 in the amount of $149.95 for a membership renewal, which I do not recall making. I have called multiple times concerning the refund. I received an email on May 4, 2023 acknowledging my request. Since then I have called weekly, I get the same scripted but hollow reply that I should have received the refund and that someone from the ****************** will call me back. I have yet to hear from anyone from that company. It appears to me that this is a scam and who knows how many hundreds or thousands of person, have fallen in their ugly trap,I am requesting assistance in getting my refund back as soon as possible. Thanks.

  Customer Answer

  Date: 06/12/2023

   
  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. After 7 weeks of continuous phone follow up, I received the much anticipated merchant refund of $149.95 on Friday, June 9, 2023. This case should be closed..
  
  Sincerely,
  
  ********************

• Initial Complaint

  Date:05/10/2023

  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.

  Failure to provide service in contracted service agreement of *************** Benefits of ****************** Include:Extended warranty on all repairs.One (1) annual, whole-home plumbing evaluation and inspection.One (1) annual tank style water heater flush, with a reduced fee for tankless water heaters.Discounted diagnostic fees.Price match guarantee.Priority service over non-plan customers.Fast response and 24/7 emergency service.Quality repair and maintenance solutions to ensure safe and reliable plumbing and gas system operation.Talk to one of our helpful staff members today to learn more about our options to transfer your maintenance plan. Current member of **** care club asked for One (1) annual tank style water heater flush in January 2023, service postponed to aid in rush of emergency water line burst at the time. Renewed Membership paid in February still service not provided. A new cycle begins service is not provided. Made call to get service done since My Georgia Plumber had forgotten the promised service. Was told that it could not be done on my water heater any more because it was out of Warrantee. I have since checked the Warrantee on my unit with the manufacturer and it does not expire till ****. I have notified My Georgia plumbing that I will not renew service with them again, and demand a full yr refund of my Paid **** Care Club fees. They have not provided any service in this year membership cycle and don't seem to be inclined to do so.

  

  Business Response

  Date: 05/21/2023

  We understand the concerns for ********************' water heater.  Currently we do not have any service records for this property/customer name prior to 2019. Regrettably, based on the information we received from Rheem, the water heater's warranty was a standard 6-year warranty that expired in February 2022, as determined by the serial number. At the time of **********************, we were not informed about any extended warranty options that *** have been available.
  
  As part of our commitment to customer satisfaction, we strive to keep our ************** members informed about the benefits included in their service agreement. We provide regular notifications throughout their membership, offering ample opportunities to schedule and utilize these benefits. Since ********************' renewal in February, there was no indication of a cancellation or refund request until the recent service. Moreover, ******************** has actively taken advantage of other program benefits as recently as 5/17.
  
  Upon conducting a thorough review of the phone calls and service notes, it appears that there *** have been unrelated personal issues affecting ******************** during the interactions. The reactions, tone, and use of inappropriate language towards our receptionist and technician were unexpected, given our prior experiences with her. We understand that there *** be underlying factors or miscommunication contributing to this situation.
  
  To address this matter and find a resolution, we kindly invite ******************** to contact our office and speak directly with our Service Manager. The Service Manager's availability is primarily between 10 AM and 3 PM, Monday to Friday, as mornings and afternoons are typically dedicated to field staff meetings. We recommend reaching out during these hours for the most efficient response.
  
  We remain committed to resolving this issue promptly and hope to resolve this issue as we value our VIP members and loyal customers.  

  Customer Answer

  Date: 05/21/2023

  My hot water heater is a performance model and has a standard 9 year warranty which expires ****. The service the performed May 17th was under the understanding that it was the postponed service that they had promised during a water pipe burst service December 30, 2022. Postponed due to an overload of emergency water pipe services. Service was supposed to have been done before the "home care club" auto renewal in February. The belligerent language they claim, is the word "Jerk" when they told me they would not honor the **** care agreement. With the excuse my waterheater was out of warranty. I cancelled auto renewal asked my credit card to bed removed from their records. I asked for a refund of dues, because they were not going to perform any services. After I posted the complaint they scheduled the postponed service.

  

  Business Response

  Date: 05/31/2023

  To address this matter and find a resolution, we kindly invite ******************** to contact our office and speak directly with our Service Manager. The Service Manager's availability is primarily between 10 AM and 3 PM, Monday to Friday, as mornings and afternoons are typically dedicated to field staff meetings. We recommend reaching out during these hours for the most efficient response.
  
  We remain committed to resolving this issue promptly and hope to resolve this issue as we value our VIP members and loyal customers.  

  Customer Answer

  Date: 06/02/2023

  Had a resolution after talking to ******* for the March 17th postponed service and refund of dues. Aparently was not approved by management. ****************** lied about calling ***** for water heater warranty, she didn't have my serial number until she sent the tech March 17th to do an inspection. (Which hadn't been done in the years I've been a member. The techs always had the excuse they didn't have the equipment to perform the inspection) They had also planned to skip the postponed service that day, until I told them if they weren't doing the service to just leave. I hadn't been informed they were only there to inventory of my property. They didn't perform the system pressure reading for a real inspection.

  

  Business Response

  Date: 06/02/2023

  For clarification all task items are recorded with ************* stamp in our dispatching software.  This includes phone conversations, emails, task items, appointments, invoices, estimates and pictures.   When our technicians inspect any aspect of a customer's home during a visit it is documented with pictures.  Technicians are required to document water heaters with 4 pictures.  Top plumbing and gas components, bottom plumbing and gas components, the label with a clear model and serial number, the entire water heater and the room where the water heater is located/any obstructions etc... ******************** water heater's label had been documented in our system previously.  
  
  As previously requested, we kindly invite ******************** to contact our office and speak directly with our Service Manager to address this matter and find a resolution. The Service Manager's availability is primarily between 10 AM and 3 PM, Monday to Friday, as mornings and afternoons are typically dedicated to field staff meetings. We recommend reaching out during these hours for the most efficient response.
  
  We remain committed to resolving this issue promptly and hope to resolve this issue as we value our VIP members and loyal customers.  

  Customer Answer

  Date: 06/02/2023

   
  Complaint: 20042251
  
  I am rejecting this response because: I don't want to talk to your office again, you have lied/ or misinformed (which I doubt) and broken promises. I found my request in early April when I waited 2 weeks after my renewal and they had not completed the service I requested in December, then postponed to January because you were swamped, you sent the quote for toilet clearing but postpone the water heater, apparently still busy. I waited two more weeks after my auto "vip" home service" renewal and they hadn't rescheduled. I called first part of April and it was said that they would not service my water heater and I asked to cancel my credit card on record because I wouldn't need to pay for service I'm not getting. I reported this to BBB and a week or two later the postponed service that I was promised 2022 was finally scheduled. An appointment was set for the postponed service May17th. The technician came earlier than the scheduled time to do inventory instead of the hot water heater flush (I was not notified of this and apparently neither was the Tech). I told him he could go back because he wasn't there to the scheduled service. Tech conferenced for a while on the phone then told me two techs appt. were scheduled came back to do the postponed service and his inventory. ******************** contested that because I accepted the postponed service that my compliant was invalid. Why do I have to complain in order to get service on warranted water heater or asking for a refund when you refuse to continue service because other water heaters have a standard warranty of 6 years? You do know that they make water heaters with standard warranties up to twelve years? 

  I'm upset enough over this matter don't need anymore hassles. I will finish out the paid year in Feb ****, because you are probably reasoning that letting the tech do inventory for the first time constitutes service for 2023. I will not be renewing. You should note on you website that you do not service anything over 6 years old, regardless of the standard warranty (don't lie and say manufacturer states the standard warranty is less than its actual length). Cuts down on the misunderstandings of your services. ****** is learned.
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 06/14/2023

  We acknowledge receipt of your recent complaint submitted to the Better Business Bureau (BBB) regarding your experience with our company.
  
  We understand that you have expressed your concerns and frustrations regarding the resolution of your issue.
  
  Resolving customer complaints and ensuring satisfaction is of utmost importance to us. We appreciate your feedback and will take it into consideration as we continually strive to improve our services and customer support.
  
  However, it seems that the ongoing comment session on the BBB platform has become unproductive and is not leading to a satisfactory resolution for either party. In light of this, we kindly request that the BBB close this back-and-forth comment session.
  We believe it would be more beneficial for both parties to engage in direct communication to address your concerns more effectively. We would appreciate the opportunity to discuss your concerns further and explore potential solutions to reach a resolution that is satisfactory to you.
  
  Please provide us with your preferred method of contact (phone number, email address, etc.), and our representative will reach out to you promptly to discuss this matter in greater detail.
  Thank you for bringing your concerns to our attention, and we look forward to the opportunity to address them directly and find a mutually agreeable solution.

  Customer Answer

  Date: 06/19/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. Close case (no refund received, they have my mail address, phone, and email details. I will just finish out the membership Feb ****. Not providing my credit card info to them, additional note: I think their square transaction system has been hacked)

  prefer email communication.

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

• Initial Complaint

  Date:04/27/2023

  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.

  The technician sent out by My Georgia Plumber on behalf of AHS on March 14th did not report the manufacturer's warranty of one of my hot water heaters, resulting in me going back and forth with the warranty company for 4 weeks trying to discover the issue of the hot water heater. 4 weeks, I have been without hot water. He did not catch it until he came out again on April 18th, where I sent him a picture that my personal electrician took. He apologized for not seeing that the hot water heater was under manufacturer's warranty and told me he reached out to his service manager to remedy what happened. I tried to speak to the same service manager, but he was out on vacation, and the one I spoke to in his place was rude, argumentative, and unprofessional. Her name is *******. She stated I was just looking for someone to blame for not having hot water. I would like to speak to COO regarding finding the correct solution, because I did intend on having My Georgia Plumber repair the hot water heaters, with a small percentage taken off, but after that horrible conduct. I will not like to move forward and would like to speak to someone else at the company.

  

  Business Response

  Date: 04/27/2023

  ******************, spoke with the ***** today, ************************************** - owner and license holder.  It was confirmed by me (*******) that the information ****************** was inquiring about (model, serial, number and age) was relayed to her home warranty provider as part of the initial visit as well as the return trip.  During this conversation, ****************** stated to me that she was only calling our office to gather information about her home warranty provider (our customer) in an effort to have her attorney file a lawsuit against them (her home warranty company/our customer).  It was at this point I informed ****************** that I could no longer speak to her in regards to her claim nor service her as it was a conflict of interest due the possibility of a pending lawsuit.  Due to this situation, we cannot discuss or comment on this situation further.  
  
  My Georgia Plumber only relays information, answers policy holder questions and provide photographs of the failed item as part of the policy claim process. My Georgia Plumber does not determine what is or is not covered by homeowner's insurance or home warranty policies.  All information regarding coverage or denied claims must be discussed directly with the policy holder.  

• Initial Complaint

  Date:01/16/2023

  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 charged a $100 up front fee to come to my house for a leaky faucet in the master bedroom. I don't mind the charge but think it should have been applied to the repair. The tech assessed the leak and decided the problem was the expansion tank on the hot water heater. The tech replaced the tank for $412. All toll the visit cost me $512 and my faucet still leaks. Additionally I never received a receipt. I contacted another plumbing company and they charge $325 to install the same expansion tank. I contacted My Georgia Plumber and requested a partial refund but they refused saying they would come back out and re-assess the leak. If there were any related problems they would charge a $129 service visit. I do not want any one from My Georgia Plumber back for a return visit. I do not trust them. During their first visit they mentioned a dozen things I should consider replacing that all toll would exceed $5000. God only knows what they might dream up on a return visit I really think there was some ageism in regard to their tech. I am 75 years old and do not appreciate being taken advantage of!

  

  Business Response

  Date: 01/16/2023

  My Georgia Plumber was hired by ********************** home warranty company for a dripping faucet and a toilet that would not flush.  The $100 trade fee was required to be paid by ********************** Home Warranty company.  A trade fee is similar to an insurance company's deductible.  ********************** home warranty company denied the claim and ******************* chose to pay for the repairs out of pocket.  Options for repairs were given and ****************** chose the cost effective approach and stated he would repair the toilet himself. After repairs were made to the expansion tank the dripping faucet stopped.  Our technicians are paid by the hour and not commission based.  Options are built based on solutions to the problem not a dollar amount. 
  
  ****************** called into the office today demanding a full refund.  Options for a service call under our warranty were given, but ****************** refused all options.  We cannot give a refund for something we cannot verify or have the opportunity to rectify.   

• Initial Complaint

  Date:01/03/2023

  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 have Choice Home Warranty (CHW). I had a plumbing issue. CHW sent out My Georgia Plumber (the merchant) on July 7, 2022. In order for the merchant to come out, CHW requires to pay the $65 service fee to the merchant but not until they arrive at my house. My Georgia Plumber required that I pay them the $65 service fee before they come on their website where they can store my credit card information... so they can steal my card information and take more money LATER. I paid $65 on July 5, 22 however, the merchant didn't come until July 8,22. The merchant said everything was covered by CHW when they were in my home and advised I would not have to pay anything additional. They completed the repair. I received a "Thank you for your business" email on August 8, ****. Then on November 16, 2022, I received an email that my credit card was saved on file and authorized to be used by the merchant. This occurred at 11:41pm. I was sleep at that time and did not make this transaction or authorize the use of my credit card or link it to the My Georgia Plumber website. The merchant then took $189.95 out of my account claiming that my claim was not paid by the home warranty. I emailed them and advised that the payment was not authorized. They claimed I agreed to some terms that allowed them to take more money if the home warranty company did not pay, which I did not. I disputed the charge several times with my credit card company and My Georgia Plumber has created a document forging a signature that is not mine saying I authorize them to use my card if the claim is not paid. The document is clearly forged because it claims I signed the document on July 8, 2022 but it says CHW refused to pay on 11/16/2022. How could 11/16/22 be on a document that was dated 7/8/22? I DID NOT SIGN THIS DOCUMENT NOR HAVE I SEEN IT BEFORE I FILED THE DISPUTE WITH AMEX. They have committed forgery, fraud, and theft. I am looking for BBB to help resolve this before I pursue this criminally and civilly.

  

  Business Response

  Date: 01/04/2023

  Good morning - 
  
  The statements in this complaint push the envelope of being libelous.  This homeowner was required by their home warranty company to pay a trade fee (deductible) at the time of service.  The homeowner was presented with options for repairs, chose their option and authorized not only the repair, the credit card transaction but ALSO to pay for said services should their home warranty company fail to pay for the services. The homeowner not only signed authorizing repairs, but also signed stating the repairs were made to her satisfaction as well as signed to authorize the card charges.  (Signatures were collected 2x prior to work being completed and 1x after work was completed).  
  
  My Georgia Plumber performed the services agreed upon to the homeowners satisfaction.  We then submitted the claim to their home warranty company as a courtesy and waited payment.  After waiting well over 30 for payment and being told by the homeowner's home warranty company they were now denying the claim and that the homeowner was responsible for payment, we reached out to the homeowner for payment.  An invoice and email was sent notifying her of the amount due and giving 10 days and several options to pay.  One of those options was to do nothing and our office would charge the credit card on file.  She did not pay the invoice and did not contact our office regarding any questions or concerns at that time, indicating she whished is to charge her card.  Which we did. 
  
  A few days later this homeowner disputed the credit card charge with her credit card company.  We submitted the documentation to them for review.  After several weeks they sided with us and denied her dispute.  Once the determination was made by her credit card company against her, she threated our office with legal and criminal action (Yesterday).  We have requested her attorney's information. Today we received this complaint.  
  
  This homeowner received services to fix her plumbing problem and, in my opinion, is trying to bully her way out of paying for the services hard working men and women provided her, which is simply not right.
  

  Customer Answer

  Date: 01/04/2023

   
  Complaint: 18674705
  
  I am rejecting this response because: it is a lie. I submitted all documentation proving everything I stated. I was required by the company to pay $65 on July 5 yet my home warranty companys email said I am not required until they come to my home which was July 8. I was not presented with options for repair. Instead, I was told that he needed to seal my shower and the home warranty covered the expenses. Therefore I authorized the repair and no more fee were required from me. I was never advised of additional fees, nor was I told that the home warranty really didnt approve the service and if they did not, then I would have to pay $189.95. This company has bad business practices that can amount to criminal and civil penalties. I was sleep at 11:41p when the company added my credit card to their system and stole $189.95 out of my account 4 months later. This is unacceptable. 
  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 01/05/2023

  The invoice the the complainant submitted was a combined statement/itemized invoice to date to show all payments and charges (hence the 11/16 payment listed and signatures.).   This document was provided to her as proof her account was paid in full so that she could submit the document to her home warranty company for reimbursement if the denial was in error.   This was also the documentation provided to her credit card company and was accepted and valid, thereby denying her dispute claim.   Her stating this document was forged is simply untrue and libelous. 
  
  We require all trade fees to be paid upfront due to situations/consumers exactly like this.  At the point in time the trade fee was collected, this consumer had an option to choose a different provider. She did not.   Prior to repairs, the consumer had an option not to sign the disclaimers, choose no repairs and find another provider.  She did not.  She stated to our office yesterday she was an attorney, therefore she would have read anything she signed prior to signing and should have above average understanding of what she was signing.  
  
  The Disclaimer the complainant agreed to was: 
  
  7/8/2022
  "I hereby certify that I am the owner of the property listed above or a person authorized by the property owner. I authorize the above work to be
  completed as outlined above and agree to the attached {terms}. I further certify that I have agreed to the cost herein, and I understand, once
  services have been provided and I certify they are done to my satisfaction, payment is non-refundable.
  
  It is agreed that the seller will retain title to any equipment and/or material furnished until complete payment has been made. If a settlement is
  not made as agreed, the seller has the right to remove the equipment and material without being held responsible for any damages resulting
  from the removal of said material/equipment.
  
  My Georgia Plumber will verify your benefits and/or submit your claim to your home warranty company or retail provider as a courtesy to you. If
  your home warranty carrier does not remit timely payment on your claim, you will be responsible for payment of the charges within the terms
  set forth herein.."
  
  Our system captured the Authorization signature from the customer on 7/8/2022 at 11:26 AM EDT
  
  7/8/2022
  "The hereby certify the above work has been completed as stated, all products and/or services have been received and were as described, no
  credit or refunds are due, and the amount on the invoice is the amount agreed to and is to my satisfaction. I authorize My Georgia Plumber to
  process the payment provided herein and agree that I will pay for this purchase in accordance with the issuing bank cardholder agreement.
  Non-payment of amounts due (returned checks, declined/invalid credit cards, disputed charges, etc...) may be subject to a $125 administration
  fee, late fee, interest, return check fee, court costs, lien filing, and other costs of collection.
  
  I further certify that I will hold My Georgia Plumber harmless against any disputes arising from any claim against my Home Warranty Provider
  with regards to this service and further guarantee payment of any claims denied by said Home Warranty Provider not paid within 30 days from
  the date of this service."
  
  Our system captured the Acknowledgement signature from the customer on 7/8/2022 at 11:26 AM EDT
  
  Due to the nature of this complaint we request BBB remove this complaint.  

  Customer Answer

  Date: 01/05/2023

   
  Complaint: 18674705
  
  I am rejecting this response because:

   

  THIS COMPANY IS ABSOLUTELY SCANDALOUS. None of what they stated happened. I bet the person who serviced my home isn't even the one who is writing the correspondence on behalf of the company because it is not even close to a true account of what happened. The company can claim all the legal terms they would like. But the truth is, they have forged my signature, they added my credit card to their system 4 months later without my authorization which is fraud and theft, and they stole $189.95 out of my account, which is theft and claiming that I authorized it is fraud. I was NEVER advised of any fee other than my $65 service charge. I was told that the repair was covered, which is why i authorized the repair. I was never offered for another company to do the repair nor was I told the full price that my home warranty company would be responsible for. That information is never shared with me because I am not covering the bill. So for the company to say they told me the price is ludicrous. And to think that I would blanketly sign an authorization authorizing a company to remove however much money from my account for whatever services they claim isn't covered without me knowing the price is even more insane.  I have used my home warranty company for over 3 years and I have never authorized anyone to steal money from me. If a repair was not covered by a company in the past, I am told that when the servicer is at my house and I get to make a decision to pay the price right then to the servicer or deny services and send the servicer home. This was not done because the company said the repair was covered. This company is a liar and they are continuing to defraud me. I would further like this company's license and bond information to report them further.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:09/20/2022

  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 had ****** and his helper ****** come out to my home on 8/30 to repair the flapper on 2 toilets, a half bath on the main floor and my master bedroom toilet. After a couple of hours I noticed a very significant amount of water in the master bathroom floor coming from the toilet. I then called back and spoke with **** who said she would alert the team to come back out. A few minutes later, there was a significant amount of water in the floor on the main floor half bath that was coming from the ceiling. As it was leaking badly I called back and spoke with ***** who said she would ensure a technician was on his way out and that someone from the management team would be contacting me concerning my experience. I had no leaks or water anywhere in my home and now had 2 after getting service from My Georgia Plumber. ************ came out and assessed the situation and determined a simple bolt had not been tightened correctly during the service I first received that morning which lead to the first leak and then the second from above. He documented everything and took pictures. He said he was writing everything up and would get with the bosses and someone would be in touch. I did not receive any communication until reaching out asking for My Georgia Plumbers insurance info to file a claim. It was not until 9/7 at 10:17am that I heard from "*****" who reviewed the information he received. He asked what was the outcome I was looking for at which time I replied, "for My Georgia Plumber to make things right". ***** suggested that they have a contractor (no info included) come out and fix the drywall and any subsequent issues. It was at this point he said that "insurance doesn't need to be involved" - this circumvents the right way of doing things. I've now waited 9 additional business days without any communication or policy number. At this point, I do not trust any contractor that My Georgia Plumber suggests or My Georgia Plumber to make things right. 16 business days since service.

  

  Business Response

  Date: 12/29/2022

  On 8/29 ****************** called in to schedule an appointment for a leaking/running toilet at ****************** home.  We came out on 8/31 and performed a repair on the toilet.  Before and after pictures confirm the repair was completed and everything was in working order when the technician left. 
  
  According to recorded phone conversations , ****************** then called in on 9/3 (Saturday) complaining there was a leak on the toilets and wanted to make an insurance claim.  ****************** threatened our *************** young lady with coming up to the office bringing the police if she did not comply w/ ****************** request for information, making her very uncomfortable and unsafe as she was at the office alone.    Our service manager attempted to return ****************** call that afternoon and was unsuccessful. 
  
  We were finally able to reach ****************** on 9/7.  At that time ****************** would not allow our Service Manager or Contractor to assess the repair or alleged damage and after that date he refused to accept any calls from the office or our contractor.  Between our contractor and our office ****************** failed to answer or return 12+ calls trying to resolve this matter.  On September 20th our service manager attempted his final follow-up call for the situation and a final attempt was made by text message.  ****************** responded that the number we were calling was correct and  "No, I won't be calling ****** the contractor. I will be expecting a call with My Georgia Plumbers insurance information."  But then refused to take any of our phone calls. 
  
  It is customary for any claim of an improper repair or damage caused by a repair for our Sr. ********************** or Management to assess the job with our contractor (if necessary) upon being notified of a problem.  This ensures any ongoing issue is remedied ASAP and mitigates any further damage and also ensures any claim is valid and the proper parties are notified timely.   
  
  Since access to assess was refused, Mr. ******** claim has been closed with our company.

  Customer Answer

  Date: 01/03/2023

   
  Complaint: 18050213

  I am rejecting this response from My Georgia Plumber. In an attempt to defend their lack of response, care, and action they have suggested a set of events that are simply false and libelous. My Georgia Plumber has provided false details and are backed up with documentation I've requested and received from my phone provider. As I stated in my initial complaint a number of things took place before I called on 9/3. To suggest a threat was made of any kind is irresponsible and incomprehensible of a business. No threats of any kind were made whatsoever and confirmed by my recording of my conversation with *****, nor was any such action true of my conversation with ***** which was also recorded. There were no phone calls made to me on 9/3, as confirmed by documentation. On 9/7, I agreed with ***** to have "their contractor" come assess the damage as "we don't need to get insurance involved" was the response I received from ***** when I asked for a policy number of which to file a claim for the damage done to my home by My Georgia Plumber. With my safety and that of my little girls on my mind, I determined it would not suffice to have someone of whom I do not know enter my home working on behalf of My Georgia Plumber. I've since had a claims adjuster come review the damage and identified local businesses to do the work to repair my home back before My Georgia Plumber acted recklessly sending a "seasoned plumber" who forgot to tighten a bolt on my toilet leading to the damage as confirmed by My Georgia Plumber's own technician who came out afterwards to stop the leak.

  Further, there were not "12+ calls" made to me by My Georgia Plumber or their contractor combined, confirmed by documentation. My Georgia Plumber uses a customer ********************** platform that provides anonymity to their personnel of which does not provide a name when texting their customers, as such, Apple iOS security flags their messages on my device as SPAM. The business does not have the right to determine which contractor they use to ***** damage they caused to my home, that right is reserved for the homeowner (me) in any claim scenario. My Georgia Plumber made no attempts after the stated text message to contact me as confirmed by documentation and is instead false information.

  No Sr. ********************** nor Management contacted me to review the damage, period. Additionally, I did not receive any voicemail communications, texts, emails, or any other form of communication with My Georgia Plumber management or Sr. **********************. Additionally, neither are Licensed General Contractors. As My Georgia Plumber states, in their own words, the sequence of events should have been - Sr. ********************** or Management Review of the damage and (if necessary) their contractor but instead the actual sequence of events was Service Manager and then have their contractor try to contact me to setup a time to review. 

  In their own words they did not follow their "customary" claim review/customer complaint. Finally, as ********************** also confirms in their own response, that almost immediately a line of communication (documented by both parties) was established "to ensure any ongoing issue is remedied ASAP and mitigates any further damage and also ensures any claim is valid and the proper parties are notified timely". My Georgia Plumber instead of providing insurance policy information, provide a policy or procedure of which they handle damage done to customer property and communicate that at the time of issue, or attempt to resolve the matter in it's entirety - they have chosen to double down on providing false information. Any diligent consumer expects service conducted to be completed without incident and if not, for the business to do what is necessary to make things right. This company has instead treated the matter without care or regard and ordered my family to comply to rules in which they set forth and without attempt to come to a mutual agreement. This is evident in if nothing else, the 105 day turnaround time to the initial complaint being filed with BBB. 

  I am rejecting this response.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 01/06/2023

  Unfortunately we do not agree with ****************** account.  All comments previously stated are backed by time date stamped actions in our system.  All actions by office and field staff are time and date stamped - every action, every phone call, every text message, every picture, every signature and every email, and all phone calls are recorded.  Our comments in response to ****************** complaints are factually based on documented actions in our system and are time and date stamped.  
  
  As for the Apple system flagging out text messages as SPAM, I am finding this hard to believe.  ****************** is the first customer out of ******+ customers we *********************** in the last year to claim a text was flagged as SPAM and ****************** eventually answered the message so I do believe this is on Mr. ******** side and not on our dispatch software as described above (maybe it was mistakenly reported as spam or blocked by ******************?).   But I will be looking into this with our platform provider. 
  
  Our position stands as previously commented, due to ****************** failure to allow us or our contractor to assess the situation, there is nothing further we can do at this time. However, I will be reviewing this file with our management team to see what area's our company can do better in the future and would like to thank ****************** for this training opportunity. 

  Customer Answer

  Date: 01/07/2023

   
  Complaint: 18050213

  I am rejecting this response because: it is false, inaccurate, and full of lies. 

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