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:11/13/2023

  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.

  We were told the company could come out for no charge to evaluate an issue with our furnace (high pitched sound) and they would give us an estimate on what it would cost to repair. They then charged us $139 and told us we just needed a new filter. My husband paid the bill on the spot to avoid conflict and wanted to talk with me about it. We called the company to discuss what was told to us about the free estimate and what actually happened. We spoke with multiple people, some very rude. They said they would reach back out to us and never did. We called about a week or so later and they said it was a miscommunication and they couldn't do anything about the charge.

  

  Business Response

  Date: 01/23/2024

  Quality Plumbing was called to come out and take a look at a noise with a furnace. The client requested a quote for repairs that were needed to fix the noise issue. ************** went out on Nov 2nd and found that the noise was due to a clogged 1" furnace filter installed in June of that year. Changing the filter fixed the noise issue and no parts were needed, so ************** collected a service fee and treated the call like any other service call. 

• Initial Complaint

  Date:06/09/2023

  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.

  Quality Plumbing Heating & A/C installed the furnace in my current residence in 2019, their logo is on the furnace & the prior home owner verified install. I called quality plumbing because their ************ number is on the ************ was not working properly. Their technician came out was here for several hours, mostly on the phone getting help to diagnose the issue. There was an issue with insufficient air return, nothing was fixed and I was charged $288 (I paid this in full); two different technicians returned because furnace initial issue was not fixed. It was determined the furnace installation was done incorrectly & that the intake and exhaust piping was too small. Quality Plumbing did not register the furnace when installed. Employees of company stated the owner does not keep files of installations, he verifies by viewing the furnace whether he installed it or not. I had multiple conversations with tech's about getting furnace registered, They stated they would work on it and get back to me. I had Quality Plumbing back fix the exhaust and intake, I was told when I paid the $288, & nothing was fixed, that any additional work would be covered as the issue was not fixed. I did assume that they would fix the incorrect installed intake and exhaust for no fee due to faulty installation and warranty (the furnace is 4 years old). I received a bill for $724.83 after the exhaust and intake were re-plumbed. I felt I was being over charged for 40ft of PVC ($447) that was used pipe & stained. When I called to discuss the Owner (***************************) stated to me if I paid my bill he would consider registering it. He admitted his employee installed the furnace, but denied it was by Quality Plumbing, that the logo on my furnace did not mean they installed it. The owner did tell me, the employee who installed the furnace no longer works for him. I am waiting for confirmation of registration before I make another payment. I have not received any correspondence since 3/16/23.

  

  Business Response

  Date: 06/21/2023

  *************************, owner:

  Sirs, there are so many untruths in the complaint statement that I will address them one at a time.

  1.  The logo on the furnace is a ************* sticker that was put on at a previous service call.

  2. Please ask for documentation from previous homeowner showing that we installed furnace.  She will not be able to provide it.

  3.  The first technician trouble shot the system and found that the vent piping was undersized and needed replaced.  This was communicated with the owner.  It was decided that due to the time of day, we scheduled an install crew to return to repair the problem.

  4.  We did not install the furnace, so we did not register it.  The customer said that if we would register it the furnace now, she would pay her bill.  The equipment must be registered within 90 days.  This equipment is 4 years old therefore can't be registered.  She wanted me to commit fraud by changing the install date so that it could be registered.  We declined her request.

  5. We do keep records on all equipment we install.  If somebody would like to see them, they can be made available.

  6. The customer was charged for materials  which totaled $448.64, which is high, but the price of pvc and fittings has gone up considerably.  However, she was incorrectly billed $230.00 for labor when it should have been $345.00.  They actually had 3 hours in the repair, not the 2 hours she was billed.  We  also did not charge for the helped that was there which would have been an additional $165.00.

  7.  I personally took the serial number for the furnace and found out that it was sold to *********************** who was an employee of ****************** in **********, ****.  It was installed as a side job for which no permit was pulled.  *********************** does not and has never worked for Quality Plumbing and Heating.  The customer was made aware of all this.  I believe she just didn't want to pay her bill.

  8.  On June 20, 2023 we received a check from her for the full amount that was invoiced.