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Business Profile

Plumber

True Blue Plumbing

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

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

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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.

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Complaint type

  • Initial Complaint

    Date:08/15/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    June 12, 2024 I was sent an invoice to cover $79 Transportation Fee and $165 for a detailed diagnosis which was not done, or received due to the fact that the technician who came out to the property to test for the gas leak "did not" arrive with the diagnostic tool. For some reason, the company had non stop issues sending me emails, even though my email was in working order. I paid the entire amount, and was considering having the company schedule me for more detailed work, but when I realized that they had problems with something as simple as sending an email, that was definitely a red flag.

    Business Response

    Date: 08/16/2024

    Dear *************************,

    I hope this message finds you well. I am writing in response to the BBB complaint regarding the service provided to you on June 12. First and foremost, I want to acknowledge and apologize for the issues you experienced concerning our email communications and the technician not having the necessary tools at the initial visit. We strive to provide the highest level of service, and its clear that we fell short in these areas.

    Regarding the diagnostic service performed, it is true that the technician who was initially assigned to your call did not have the advanced gas leak detection equipment required for your situation. However, once this issue was identified, I, ***********************, the owner of True Blue Plumbing, personally came to your property to ensure that the appropriate testing was conducted using our state-of-the-art gas leak detection tools. During my visit, I conducted isolation tests on both your water heater and gas furnace to attempt to identify the source of the leak.

    It was determined that a more in-depth diagnostic approach was necessary, which would involve a high-pressure gas test. I explained that this process would require isolating all gas appliances, increasing the systems pressure, and meticulously tracking the leak. This is a complex procedure that would incur additional costs, which I communicated to you along with a fair estimate for the service. Unfortunately, this was not something you chose to proceed with at that time.

    In regard to the email communication issues, we acknowledge the challenges that occurred. While these were beyond our direct control, we made every effort to ensure that you eventually received the necessary communications. Its possible that there was a spam filter or another email-related issue on your end, but I want to emphasize that we did not neglect our duty to send you the information required.

    Given the circumstances, we believe that our charges were fair and reflective of the work that was performed. We conducted the initial diagnostic services as agreed and provided options for further necessary work, which you chose not to pursue.

    Therefore, we respectfully disagree with your request for a refund, as we fulfilled our obligations and made significant efforts to address your concerns. We remain committed to providing quality service and would be happy to assist you should you decide to move forward with the necessary diagnostic procedures in the future.

    Thank you for your understanding.

    Sincerely,

    ***********************
    Owner, True Blue Plumbing

True Blue Plumbing is NOT a BBB Accredited Business.

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