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

  
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  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:08/16/2022

  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 have a home warranty, and a broken toilet. My warranty company sent out My Georgia Plumber on Jluy 11th, who took the toilet off, told me the ****** needed to be repaired, and that it was not covered by the warranty. They quoted me $564 to replace the ******. I googled how much it should cost, and found $150-$175. I told them no thanks. I reached out to the warranty company to see if a ****** is covered (as it is a basic toilet component). They said they couldn't tell me if it was until the plumber sent the report to them. They requested the report from MGP. They were sent only a report about the other toilet they fixed, which needed bolts tightened. I asked My Georgia Plumber to send the report about the ******. They replied on July 26th that they did. I worked with the warranty company on 5 different occasions, where supervisors and reps called My Georgia Plumber requesting the report about the ******. The company told representatives over and over they would send the ****** report. The warranty company will take no further action on my behalf until they do. It is now August 16th and they still have not sent it. I would like My Georgia Plumber to reimburse me the $125 I paid to American Home Shield for the service call.

  

  Business Response

  Date: 08/24/2022

  Good afternoon - 

  I certainly can understand your frustration with your home warranty company.   Your claim was processed and submitted to the authorizations department within 24 hours of your initial appointment.    
  
  I truly wish you would have returned our calls from the beginning so we could have better assisted you with your claims process. After 3 follow-**** we close the claim on our end.  We called you on 7/13 at 2:04p, again on 7/14 at 10:56a and 7/22 at 4:15p.   On 8/1 we called one last time to advise that we had not received a response and give you alternative solutions and you stated to our customer care specialist that you were not interested in pursuing the claim nor were you interested in the other options for resolution you presented. 
  
  We did not receive the information stated above until 8/17 at this time.  Claims are closed within 30 days of the initial appointment.  Once the claim is closed there is little we can do without you contacting your home warranty company to re-open the original claim or filing a new claim.  As far as your deductible is concerned, our company did not collect your deductible, your home warranty collected this fee.  It is not something we can refund as we are not the ones who collected it.  
  
  Should you want to go forward with the repairs there are two options.  (1) Request your home warranty company re-open your claim or start a new claim process for the issue or (2) we can complete the repairs through our service department and request your home warranty company to reimburse you for the cost of the repairs.  
  
  Please let us know which option we can assist you with.  

  Customer Answer

  Date: 08/24/2022

   
  Complaint: 17724249
  
  I am rejecting this response because: All My Georgia Plumber was asked to do was to submit the report for the broken ****** to American Home Shield. 

  After multiple requests, the only report that was received was for the angle stop on the second toilet. There was no reason for me to speak with you. 

  Please provide proof that you submitted the report for the ****** to the warranty company. This proof must include the date, and a confirmation from AHS that it was received, so I may follow up with them.

  If you are unable to do so, I do expect to be reimbursed for the amount I paid to AHS, because my toilet would have been fixed by now if a different company had been handing the job. I never would have been lied to about the work being covered in the first place, and this would have been resolved without the pain and suffering I've experienced. 

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

  

  Business Response

  Date: 09/01/2022

  Good afternoon -
  
  Unfortunately, at this point you have not hired or paid for any services through My Georgia Plumber and your home warranty company has not authorized us to make any additional repairs at this time.  Since you have turned down our offer for service, there is nothing more we can do for you.  I truly feel your frustration, but our hands are tied.  
  
  Since you turned down our services, our contract and obligation was 100% with your home warranty company and that has been fulfilled.  The diagnosis for the problem you reported to them was submitted and your claim on our end has been closed.  I cannot forward or send you any information between My Georgia Plumber and our client, other than what we have been authorized to forward you previously.  Our fiduciary is not with you but the company our contract with and who is paying for our services, your home warranty company.  You will have to get with them for what is or is not covered in regards to your policy.  Our company does not determine coverages, only reports diagnosis and completes authorized repairs.  Again, since you did not pay for any services with My Georgia Plumber, there is nothing for us to refund as no monies have been received from you by our company.  
  

  If you change your mind and wish to have services completed through our service side, we will be happy to set up an appointment.