Complaints

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:01/30/2025

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore 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.

  Filing on behalf of , 84 year old mom ***** ***** *******, Dalton Plumbing was called to her home Saturday 1/25/25. There had been a smell so needed to get lines checked, also sump pump was backed up. The tech from Dalton ran a line and said the sewer had collapsed and needed repair ASAP. Tech called ****** Pinnacale Mechanical in CR and they decided to begin Monday. ****** arrived and dug a 6 foot hole in driveway and could not find line. They called Rotor Rooter and he ran a line and said there was no issue, he checked sump pump and plugged it back in and it started to run. He has film of what he ran to confirm no collapse. I had to post on FB, contact Dalton - they would NOT let me speak to a manager only take a message. Talked to ***** and ******* ****** oweners of Dalton and they are passing the buck to ******. The tech from Dalton contacted ****** with my mom, she is a nervos wreck and had to pay Rotor Rooter $130 I believe and paid Dalton over $200. Now has to pay ****** for the dig AND to come in the spring and relay cement. ****** has not billed yet and he has promised to keep the cost as low as possible for my mom. I believe the tech had no idea what he was doing and created this situation. I will not leave my mom to handle these things any longer because I have seen decline in her. I know they hire no experience and say they will train so wondering how was this tech trained and did he know what he was doing. Please let me know if you can do anything. My mom will give permission for me to handle/file complaint. If this does not work we will have to hire an attorney as these charges will most likely be close to $5,000.00. That is a costly mistake. Thank you ******* ******

  Business Response

  Date: 01/31/2025

  Good afternoon,

  Attached is the invoice for ***** *******. As you can see, we only charged $87 plus tax on this invoice. Our plumber arrived at house smell and found a sump pump that was froze and gave instructions that it would need to thaw out before it could be used again, and it would need to be plugged in. A sump pump that is froze cannot be plugged in as it could cause water damage. Our plumber ran a snake line in the clean out on the front side of the house in the main stack and he believed to be for the main sewer. When running the snake out he found **** mud on the end of the snake and at that point he believed he had a collapsed line. At Dalton PHCE&F we do not do any main sewer replacement or dig work, so he passed on the information he had to the homeowner and to a company that we have passed leads onto as well. This company is not a subcontractor of ours and we are not paid for any leads we give them as we try to give phone numbers for all service that we don't provide for our customers to help them with a starting point on who to call. We do not have any contract to do any dig work and are not responsible for the company that ***** and ******* would have hired, or they chose to hire to look at the possible collapsed line. ****** Pinnacle arrived to look at the job on a Monday and had a verbal contract with ***** ******* to do work to solve the issue she was having. **** with ****** told ***** over the phone that he didn't use any location device to find the sewer line and that he didn't verify with any data points to start to see where to dig. Dalton is not responsible for the agreement that was between ****** Pinnacle and ***** and Dalton is not responsible for ****** not locating any line before digging. As you can see once we turned the job over to another company our invoice summary states we are completed on 1/25/2025. The hole that was dug up was performed by another plumbing contractor who again is not a subcontractor of ours or we are being paid by in anyway. We didn't meet them on the job site to go over anything or recommend to them what they should do. ***** ****** is the owner of Dalton PHCE&F and ******* is the Operations Manager and is also not the wife of ***** ******. We have been in contact with our attorney about this matter and ******* has asked to contact our attorney as well and we shared the name of our attorney with *******. 

   

  Thank you,

  ***** ******

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 22876823
  
  I am rejecting this response because:

  I would first like to point out there would not have been a verbal contract with ****** if not for the tech that came to my moms house telling her that her sewer collapsed and it was urgent to fix.  The Dalton tech contacted ****** and put my mom on the phone.  Keeping in mind shes 84, as we know as folks get older anxiety comes into play and the tech made her feel like this was an emergent issue to fix.  She was going by what a supposed professionally trained tech told her.  

  Bottom line is its shameful that a business would take advantage of an elderly person, either on purpose or simply because the Dalton tech did not know what he was doing.  

  If denied this time we will go to court and I will get affidavits from the many customers of ********************** that have reached out to me to tell me the issues they have had.  This will be my final attempt to resolve this with Dalton.   If they are found at fault, I will make sure publics aware. 

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

• Initial Complaint

  Date:07/02/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  On May 7th I turned on my ac unit and it work for about 3 minutes then shut off. I checked all the breakers and fuses everything was fine we had power. I called Dalton to come out and repair.When the serviceman came out whose name was **** he looked it over and told me it was a weather related incident(the hard start had went bad) and I should consider purchasing a surge protector for the house. He advised me to replace it, If i didn't replace it ,he would charge me 348 dollars for a diagnostic fee with no repair.I told him to go ahead and replace it. The total charge was ******. He told me to check with ******************** to see if they could cover it under my homeowners policy.A few days after he left I received my Ting report for that week. The Ting monitors my electricity,(through my insurance agency State Farm for my house) The report shows NO POWER SURGES. I called Dalton to ask if i could get a refund due to the fact that I had no electrical surges or any physical damage to my ac unit from weather. The supervisor ****** that I spoke with told me the tech put weather -related issue, so when I asked what the weather issue was he told me he didn't know.****** was going to contact the technician to further investigate. He called me back after letter was sent to attorney General and stated that the problem was weather related and there was nothing more he could do. He could'nt tell me what the weather was-except maybe a surge? I was still not satisfied so he referred me to his supervisor who I called right after speaking to him , and that supervisor has yet to get back to me.

• Initial Complaint

  Date:07/01/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called Dalton Plumbing to install a new water heater on June 12. They said it would cost $2600. Ive since found out that thats approximately $1000 higher than other companies. I thought that was high but didnt know much about water heaters. (Im 79 years old.) I asked them to send me an itemized bill. They refused saying they didnt do that. I looked on the internet for the place where got the water heater (******** in southwest ************ and their website listed 40 gallon gas heater at $800-$1000.) When I told that to the secretary at Daltons, she laughed at me. Also while ***** was installing the water heater he damaged my floor. Ive called and sent pictures of the damage and no one has responded to my questions. I called again yesterday and the secretary said I would have to talk to the plumbing manager and that he would call me back within 24 hours. No one called me back. I would like Daltons to provide me with an itemized statement and explain why they charge so much. I would also like them to repair my damaged floor.

• Initial Complaint

  Date:10/31/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 past spring we purchased a brand new cooling system from Dalton. Three time since then it has stopped working. The first two times they came to our house they couldn't figure out what was wrong. They simply flipped a breaker and left. They also promised us a rebate through our utility company when we bought the new AC unit. After purchasing and installing the unit, we didn't get any information on the rebate for several months despite calling and asking for updates several times. We also had to ask for the warranty for months before they finally sent it to us. The new unit stopped working again, most recently, on September 15. Someone, named ****, came out to look at it. After spending time on the phone with another company, **** discovered that our wall thermostat was broken and needed replaced. **** told me, in person, on September 15, that he would order the part and then be able to replace it. He told me it would take 2 weeks. On October 18 we still had not heard anything from anyone at Dalton about our new thermostat. We called and asked. We didn't hear anything until the next day when they told us they had the new part (magically all of a sudden). They were supposed to come on Oct 27 between the hours of 2 and 4, but didn't show up. My husband took PTO that day to be at the house for them, we called and expressed our extreme dissatisfaction with this situation. They rescheduled for October 30 at 4 PM, and again did not show up. No one called to communicate they would not be coming. I called and left a voicemail with the company. Overall, they have been terrible communicators and have provided the worst customer service we have ever experienced.

• Initial Complaint

  Date:10/30/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 purchased a GEO thermal heating and cooling system in Feb. 2018. It has been nothing but problems from day one. Attached is the information that we have including what we paid and the warranty.

• Initial Complaint

  Date:10/05/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 wife called Dalton Plumbing Heating Cooling in ************ and scheduled for them to replace a kitchen faucet. They came and swapped out the faucet and a washer to stop it from dripping and then handed me a bill for $731.77. The faucet could not have cost more then a hundred dollars. I feel like they took advantage of me and when I called to get a breakdown of the cost of faucet versus labor they said well we did the work and you signed and that is the cost. They said they will not do breakdowns. I would like assistance with this.