Complaints

This profile includes complaints for ABC Plumbing Sewer Heating Cooling Electric's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  ABC Plumbing Sewer Heating Cooling Electric

  220 W Campus Dr Arlington Heights, IL 60004

• 

  ABC Plumbing Sewer Heating Cooling Electric

  220 W Campus Dr Arlington Heights, IL 60004-1485

• 

  ABC Plumbing Sewer Heating Cooling Electric

  220 W Campus Dr STE 200 Arlington Heights, IL 60004-1499

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:07/06/2025

  Type:Sales and Advertising 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.

  Got a new water heater from *** on Wednesday June 25th. They charged me $7,500 , which is way overpriced and included the club membership and a couple other discounts. They pointed out mold that was caused by the broken water heater directly behind the water heater on the wall. They also recommended a remediation company to use. The new water heater was shorter and wider in size. They installed it too close to the wall where the remediation company cannot fix the problem unless the water heater is moved. I made the appointment with *** to move the water heater and they said it would be at no charge due to it just being installed and the issue that needed tending to. I had the appointment set for July 2nd for them to come back out to move the water heater and also have the remediation company start their work. *** tried to charge me $1,700 - $1,800 to have it moved. Thats outrageous and taking advantage of the consumer. While they were trying to get it worked out, the plumber left. I called *** to let them know the situation that same day. They said a manager would call me back within 24 hours. I called back on July 3rd and left a message. I havent heard back. Ive been a long standing loyal customer. They continue to be over priced and have felt taken advantage of them for the past couple years.

  Business Response

  Date: 07/08/2025

  Dear Mr. ******************** and foremost, thank you for being a valued customer and for your continued trust in us over the years. We truly appreciate your loyalty and the opportunity to serve you.

  We have reviewed your concerns, and I want to assure you that we take all customer feedback seriously. I would like to clarify some points made in your complaint.

  On July 25th, our technician responded to a call regarding a failed water heater. During the visit, the technician informed you of multiple replacement options, including models at various price points. After reviewing the options, you chose to move forward with a larger unit that was in stock and available for immediate, same day, installation. The final cost reflected the scope of work, the selected water heater, and discounts that were applied at the time of service. 

  During the installation, the technician pointed out visible mold damage on the wall behind the old unit and recommended to have a remediation company come out and address the situation. The newly installed water heater, due to size and due to the location of the CO (carbon monoxide) vent, directly behind the unit, was installed in the only viable position that meets both safety requirements and manufacturer guidelines.

  We understand that the remediation company advised you that the unit would need to be moved in order for them to fully access the affected area. Although this additional step was not a result of any installation error, and was not a part of the original scope of work, *** agreed to move the water heater at no charge to help facilitate the remediation process. This option was declined based on being without hot water for 4-5 days.

  We want to emphasize that we remain more than willing to assist, but we must do so within boundaries of professional standards, safety requirements, and mutual cooperation. Please reach out to ********************************** to coordinate a plan that works for all parties involved. Thank you.

  Sincerely,

  The Customer Experience Team

   

  Customer Answer

  Date: 07/08/2025

   
  Complaint: 23562562
  
  I am rejecting this response because:

  this information is not fully accurate that theyve responded back with. Would prefer to discuss with someone at the BBB with the full details and additional conversations had with them over the past two days.
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 07/08/2025

  Dear Mr. ******************** style="font-size: 0.875rem;">Thank you for your response.

  I understand that you would prefer to speak directly with someone at the BBB regarding this matter. However, please note that the BBB generally communicates through written correspondence and does not engage in direct discussions with individual parties outside of their established dispute process. As the responding party for ABC Plumbing, Heating, Cooling and Electric regarding your complaint, I will remain your point of contact for any updates or clarification related to this complaint.

  Im happy to continue working with you to ensure your concerns are addressed and to help bring this matter to a resolution. If there are specific details or points from your previous conversations with our technicians or the remediation company, that you'd like to share, I encourage you to forward them to me so that I can assist in the complete resolution for this situation.

  Kind Regards,

  The Customer Experience Team
  
  

  Customer Answer

  Date: 07/08/2025

   
  Complaint: 23562562
  
  I am rejecting this response because:

  ABCs response is inaccurate and an example of deceptive business practices. On 6/25, the original plumber/technician ****** responded to our call regarding our hot water heater. He offered several hot water heater options as replacements. We selected the least expensive option - not because it was readily available but because it was the least expensive option. It is important to note that this heater cost $7,500, which in and of itself is not a great price for a hot water heater to begin with. The technician pointed out the mold and said that would need to be remediated and could be done by their partner company ***. This technician failed to disclose that this new hot water heater would take up greater space in the area, include a pipe blocking the molded wall, and render the damaged wall inaccessible. The second ABC technician ***** came that afternoon on 6/25 and installed the new hot water heater. Upon calling the remediation company, at the advice of ***, that employee named ****** said the hot water heater was too close to the wall to access the dry wall and complete the remediation. ****** said *** should be contacted to move the hot water heater. This is where the massive disconnect and deceptive practices begin with ABC. 
  

  After ****** from CWF visited, we called *** to have them return. The dispatcher from *** (called on 6/30) said there would be no charge to move the hot water heater. ***** with *** came back to the house on 7/2 and said he would move the hot water heater and that it would cost between $1700-$1800 dollars. *** was set up to come that same day and time and arrived during this time period. ***** confirmed that the hot water heater could be moved and installed away from the wall, but not without a charge. 
  

  this is the point of this claim. *** is alleging that we were aware of this issue - and our claim is that this was sloppy and negligent work on their behalf. Perhaps it was ****** not communicating appropriately or the dispatcher not communicating appropriately, but regardless, had ABC communicated ANY of this with us, we would have proceeded differently. We did NOT select the hot water heater because - as they claim - we wanted one in stock. We were never told this hot water Heater would take up more space and be closer to the wall. At best this is a massive miscommunication between *** employees. But more directly, this is deceptive and an attempt to money ***** us. 
  

  More critically is the outrageous behavior of the customer experience manager *** ****. He spoke disparagingly, laughing at my compliant. He used phrases like I dont know, im not a plumber. During one conversation, he said to me how do you know? You arent a plumber. He has also made statements like, you are getting a great deal from ***. We are uncertain as to why he is saying phrases like that. He has continued to make false statements, claiming that we agreed to this hot water heater knowing it would be problematic. He made zero attempts to solve this problem in an appropriate manner. His suggestion is to disconnect the hot water heater for 4-7 days, which is unreasonable in a household with children. 
  

  again, we are asking that they correct their errant ways. They did not communicate appropriately and have engaged in deceptive business practices, leaving us with an existing issue caused by them and attempting to money ***** us to repair it. 

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

• Initial Complaint

  Date:06/30/2025

  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 paid $10,000 for my unit to be installed. This is ridiculous! I asked for a refund since *** could not confirm when my unit would be installed. I will get four seasons to do it instead. I have already been given the run around all week when the technician came and said theyd fix it and they did not. This is ridiculous. ****** my membership and refund my money.

  Business Response

  Date: 07/02/2025

  Good morning Ms. ******************** you for sharing your recent experience regarding your HVAC installation. We would like to apologize for the inconvenience you've experienced. We understand how difficult it has been to go without air conditioning, especially during this time of year, and I regret that this situation has caused you discomfort and frustration.

  While we were on-site yesterday and are scheduled to return today to complete the installation, I recognize that the delaycaused by the challenge of locating the appropriate coil for your limited spacehas been understandably upsetting. Please know that we have been working diligently to ensure the correct equipment is installed safely and properly.

  Our team is fully committed to completing the installation today, and I will personally follow up with you afterward to ensure everything is functioning as expected and that you're fully satisfied with the outcome.

  Thank you for your patience, and again, I sincerely apologize for the delay and the inconvenience this has caused.

  Warm Regards,

  ******* ******

  Customer Experience Supervisor

• Initial Complaint

  Date:06/27/2025

  Type:Customer Service 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.

  Two months ago, I called and scheduled a air conditioning tune up for June 25, 2025. About 1pm, on June 25 I had not heard anything , so I called. ***. The first time, I got a recording, the second time a lady representative answered. I asked her about my appointment and she claimed my appointment was for Saturday June 28. I said no, I don't make appointments on the weekends (I think they changed it for their convenience.). She asked if I would want to change it to July 17, 2025, I said no. She said ok, someone would be out on Saturday, the 28th. This morning, Friday, June 27, she calls me and tells me that they are cancelling my appointment for tomorrow, because of all of the emergency calls and that she can schedule me on July 17. I told her that I had scheduled that appointment 2 months ago. I said that I didn't want a July 17th appointment and to just forget it. I spoke to the same lady both times. I feel that *** is putting me on the back burner because they can make a lot more money with these emergencies. My tune up was for $49. It's not right, its all about greed. I have used them on other occasions. This is not good practice and I don't plan to use them again. 

  Business Response

  Date: 06/30/2025

  Dear Ms. **************** sincerely appreciate the opportunity to respond to your concerns and regret the frustration this experience has caused.

  First and foremost, we want to apologize for the scheduling confusion and any inconvenience this may have created. After reviewing our records and internal communications, we acknowledge that you originally scheduled an air conditioning tune-up for June 25, 2025. Unfortunately, due to a scheduling system error, the appointment was inadvertently moved to Saturday, June 28, without your direct consent or notification. This was a mistake on our part, and we take full responsibility.

  As a company, we strive to honor all customer appointments, especially those scheduled well in advance. However, during extreme weather conditions, we sometimes face a high volume of emergency service calls. While these situations require immediate attention for customers without functioning A/C, it is never our intent to deprioritize customers with scheduled tune-*** or to make anyone feel less valued.

  Our representative did attempt to offer a reschedule date of July 17, which we understand was not acceptable. We understand your frustration, particularly given your loyalty and past patronage. We respect your decision and are truly sorry that we failed to meet your expectations this time.

  Please know that this situation is not reflective of our usual service standards. We are actively reviewing our scheduling and communication protocols to prevent similar incidents from occurring in the future.

  We appreciate the opportunity to address this issue and would welcome the chance to make it right, should you reconsider in the future, I would encourage you to reach out to our ****************************** directly. Thank you and have a wonderful day. 

  Sincerely,

  The Customer Experience Team

  Customer Answer

  Date: 06/30/2025

   
  Complaint: 23529950
  
  I am rejecting this response because: I should have been accommodated sooner than July 17.  Are all the customers they have between now and July 17, emergencies?
  
  Sincerely,
  
  ******** ******

  Business Response

  Date: 07/02/2025

  Dear Ms. *************** want to sincerely apologize for the inconvenience you've experienced with scheduling a service call for your HVAC maintenance. Due to the recent extreme heat, many of the calls we've been handling have been true emergencies, which has affected our ability to respond as quickly as we would like to all our customers.

  That said, I completely understand how frustrating this may be, and I want to make it right. Id be happy to work with you to schedule a sooner appointment and ensure your needs are prioritized moving forward.

  If you would like to have this scheduled, I encourage you to reach out to me directly.

  Sincerely,

  ******* ******

  Customer Experience Supervisor

  Customer Answer

  Date: 07/02/2025

   
  Complaint: 23529950
  
  I am rejecting this response because: *** ****** did not give me any way to contact her. I'm interested in setting up an appointment for early next week. Looking forward to hearing from *** ******. 

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

  Business Response

  Date: 07/07/2025

  Dear Ms. ******************* you for speaking with me to address this recent scheduling issue. I believe that this has been addressed and we are taking care of it, however, as per our phone conversation, I will follow up with you after the call. This will confirm that all went as planned. Have a wonderful day and we will be in touch. 

  Sincerely,

  ******* ******

  Customer Experience Supervisor

  Customer Answer

  Date: 07/07/2025

   
  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. My air conditioner has been tuned up. I thank Ms. ****** for her speedy response. I look forward to speaking with her later.
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:06/27/2025

  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.

  ABC was called by my fiancee to her house to simply install a toilet that had to be replaced after a disaster where half of her basement had been flooded. The basement took several months to be repaired and was very costly. I should add that my fiancee is a widow and lives with her daughters. and is one of the nicest, most trusting people you could ever hope to meet. She knows nothing about plumbing and signed up for ***'s membership thinking she would get fair service and fair ************** took the disaster she had in her basement and multiplied it several times over by what they did! The plumber who came out was supposed to just install a toilet in the basement.However, instead of just doing the job and leaving...he then put the "hard sell" on my fiancee. He had her walk him throughout the house and made suggestions about "other" things ABC could ***** make a long story short, he used the goodness, decency, and trust of my fiancee to hard sell her 6 more toilets!...none were broken and all in very good condition! So, if he just gave her a quote and then left for the evening for her to think about it and call her family and friends about the quotes that would be fine. INSTEAD, he sensed an opportunity to "close" the sale and went back in the early evening to get 6 more toilets to IMMEDIATELY install that night! He DID NOT LEAVE UNTIL AFTER 11 ******* AT NIGHT! My fiancee felt very awkward to have a plumber at her house until well after bedtime.When she told me what happened the next day I was mortified...that is super unusual behavior for a plumbing company. I have had many plumbers come out. I talked to friends about this and EVERYONE OF THEM thought this was weird, unprofessional, and taking advantage. He charged her over $2,000 PER TOILET FOR A TOTAL OF $14,566!!! This is NOT how *** advertises itself and NOT how she should be treated.We called ******************** and have had zero satisfaction and are still 7 days for management to call back.  

  Business Response

  Date: 06/30/2025

  Dear Mr. Lambatos,

  Thank you for bringing this matter to our attention. We take all customer feedback seriously and appreciate the opportunity to respond.

  First and foremost, we are sincerely sorry to hear that your fiancé’s recent experience with our company left her feeling uncomfortable and dissatisfied. At ABC, we strive to treat all customers with fairness, transparency, and respect, and we regret that this situation has not reflected the high standards we aim to uphold.

  Our records indicate that our technician was initially dispatched to install a basement toilet as requested. As part of our membership service and with the customer's approval, our technicians will often conduct a complimentary whole-home inspection to identify any additional plumbing concerns the homeowner may wish to address. This is always intended as a courtesy—not a sales tactic—and should never be conducted in a way that pressures the customer. 

  We understand your concern about the additional toilet installations that took place that same day. Our technician reviewed the recommendations and pricing with your fiancé, and all work was approved in writing prior to installation. The pricing provided includes high-grade materials, professional labor, and extended warranties that reflect our premium service model.
  That said, we recognize that late-evening work and the overall experience were not what your fiancé expected, and we are taking that concern seriously. We agree that no customer should feel uncomfortable or rushed when making a home service decision.

   Please be assured that your fiancé is currently in active communication with a member of our Customer Experience team. We are committed to working directly with her to address her concerns thoroughly and respectfully.

  Thank you again for taking the time to share your feedback. We appreciate the opportunity to resolve this matter and restore your confidence in our service.

  Sincerely,

  The Customer Experience Team

  Customer Answer

  Date: 07/01/2025

   
  
  Complaint: 23529282
  
  
  
  I am rejecting this response because:

  We already spoke with Maribel over a week and a half ago.  She generally claimed that management finds nothing unusual or wrong or deceptive or taking advantage about this experience with ABC and that having a plumber come back the same day to do a huge job that he SOLD the customer on until after 11pm at night.

   

  Furthermore she claimed we should be satisfied with being billed by the job and not the hour like regular plumbers. Therefore, even though the charge of over $14,000 would be considered wildly exorbitant by other plumbers and companies we are somehow being served in an ethical, legal, and proper way. I have experience with installing toilets myself and through other plumbers…the charge is easily 3X higher than what we could buy the toilets for and installed by a local licensed plumber.
  

  The hourly cost ABC charged for the roughly 6 hours of comparatively easy plumbing work is close to $2,500/hour!

  Also, ABC is NOT taking care of the problem at all.  We told Maribel we expected a call back from management to fix this wild overpricing.  Originally I told Maribel I was sure there was a simple billing mistake and gave ABC the benefit of the doubt. It has been a week and a half and they have not called as requested. 

  But it HAS become apparent that this type of “sales” and “customer service” experience must be more common and part of the ABC business model.  My fiancé has sent emails also to ABC since we spoke with them and received no response.  There seems to be a type of boilerplate response strategy ABC gives in public…be polite, feign caring, delay, repeat their customer service satisfaction promise…and do nothing in our case. I see similar strategy with the many other complaints on the Better Business Bureau. 
  

  We honestly do not need this aggravation from ABC and have wasted SO much time already trying to remedy what they did.

  Shame on ABC…they have lacked professionalism in how the “jammed” these $2,000 toilets on my fiancé through pressure, sincerity in properly handling this situation, integrity in claiming this is fair market value for these products and services…which they are most certainly not.

  After seeing how ABC had responded to this initial complaint we have the lowest of expectations of ABC to fix this horrible experience and billing travesty. Each toilet takes only about an hour to easily install…the toilets are about $500 toilets and not even the best toilet for that money.  
  

  I did not even mention because of space limitations in the original complaint that they scratched our hallway floor and one of these “great” new toilets already has experienced a clogging problem.

  I can only offer this advice for anyone thinking about using ABC:

  1) If you are a single woman or do not know much about plumbing do not use ABC.

  2) Do not expect a better experience or even normal pricing with their Membership program

  3) Ask them what the average hourly rate would be compared to their total charge for the job.  IF THEY WILL NOT TELL you figures it out yourself.

  4) Get at least 3 other quotes…make sure at least one of them is a good independent local plumber…you will save yourself THOUSANDS of dollars if you have a job of any size. 
  

  5) Do NOT sign off on anything the same day…WAIT…no matter how much pressure they may put on you.

  6) Finally I do not know if the fact that we live in the New Trier School District leads ABC to believe that somehow hardworking people in the Winnetka, Wilmette, Kenilworth, or Glencoe areas have extra money to waste or are too lazy or stupid to care about being overcharged?  However, where I come from in the Streamwood/Schaumburg area no one in their right mind would pay over $14,000 for 6 simple toilets…or even 1/3 of that!
  

  Call other plumbers and check out the price of toilets at stores or online…not blindly accepting ABC’s word about “fair market value”! 

  
  Sincerely,
  
  
  
  Jim Lambatos

  Business Response

  Date: 07/02/2025

  Dear Mr. Lambatos,

  Thank you for taking the time to share your concerns and for providing a detailed follow-up to your initial feedback. We genuinely regret that you are dissatisfied with your experience, and we appreciate the opportunity to clarify our position.

  First and foremost, we want to assure you that ABC Plumbing, Sewer, Heating, Cooling and Electric has been in continuous operation for over 70 years because of our commitment to honesty, transparency, and the trust of our customers. We are a flat-rate company by design. This means we provide customers with full, upfront pricing before any work begins—so there are no hidden fees, surprises, or hourly rate uncertainties. This approach is standard across the flat-rate service industry and is intended to offer peace of mind, not confusion.
  The prices we quote are based on the total scope of the job, which includes the work itself, the quality, professionalism and most importantly, the industry-leading warranties and guarantees we provide with every service. We do not—and will not—compromise quality or cut corners to win a race to the bottom on price.

  It is absolutely not our practice to take advantage of anyone, regardless of gender, location, background, or knowledge of plumbing. We categorically reject any suggestion of discriminatory pricing or unethical sales behavior. We also take claims of pressure or misrepresentation seriously, and we would never condone any form of coercive sales tactics from our team.

  We apologize if you feel your follow-up concerns have not been addressed in a timely fashion. It is not our intention to delay or dismiss anyone’s feedback. 

  We also regret to hear about the scratched flooring and the reported toilet issue. Our Customer Experience Team member did provide the information to our contractor to take care of the scratched floor situation.  Regarding the toilet issue, please know that our warranties cover product performance, and we would like to schedule a senior technician to inspect and address the problem promptly. Customer satisfaction is not just a slogan—it’s the foundation of our business.

  Again, we thank you for voicing your concerns. We’re sorry that we have not met your expectations and hope we can work toward a resolution that reflects the values we stand for.

   

  Sincerely, 

  The Customer Experience Team

  Customer Answer

  Date: 07/03/2025

   
  
  Complaint: 23529282
  
  
  
  I am rejecting this response because:

  The response from ABC today is materially no different than the other two responses…it substitutes politeness as a delay tactic to obfuscate the request which is that ABC charged us 3x more than what should have been charged and that the bill should be reduced to.

  A simple apology to an absurd situation by ABC where their plumber comes out to do a couple hundred dollar job to rehook ONE basement toilet up and then, after pressuring a widow who is alone and knows nothing about plumbing charges, hits her up that SAME night and will not leave until after 11:00pm with a $14,000 bill replacing perfectly fine toilets is beyond the pale.  The goal of the plumber was simple, it was to install the toilets ASAP so he could book the ridiculously high margin profit job for ABC.  

  
  To be 100% clear…There was no emergency and there was absolutely no rush to do it…he saw an opportunity to bill large and took it. The concern was most definitely not for the client.  These toilets could have just as easily never been replaced or replaced the next week…the key was not letting the customer talk to anyone else or check on pricing for danger of cancelling the order.  

  
  Also, the note about ABC “not being on a race to the bottom” regarding pricing is a total red herring when we only seek a normal installation price on a $500 toilet that took approximately an hour per toilet to install. Please do not insult our intelligence by charging us close to $2,000/hour for labor when 6 even better quality toilets could easily be bought for $3,000. 

  Insofar as solutions, We would be perfectly fine with having ABC come back out and pick up your $2,500 toilets.  I would be happy to take 20 minutes or so to unhook each of them myself and we can both be done with this embarrassing service by ABC.  I can have them ready by tomorrow morning or drop them off myself at your most convenient location.

  We have called up local companies who will do the complete job with a FULL WARRANTY equal to ABC with a superior toilet for $700 per toilet for a total of $4,200. 
  

  In the event that you would prefer a different solution and charge the normal fair price for a toilet installation job (NOT hourly rate) which typically ranges from $250 to no more than $400 tops because it is generally such a simple job that handymen, flooring guys, and homeowners often do it (as I have).  

  Therefore since top of the scale job charge of $400 plus a $500 toilet are both most generous figures…the price is $900 per toilet.  The total job charge is $5,400.

  This still does not excuse the inexcusable pressure job followed by the late night rush job that steamrolled my fiancé into something that she had no intention of doing that day nor had time to consider.  
  

  Everyone of our friends in the area who we have shared this horrible experience with thought it was unethical, highly inappropriate, and shameful.
  

  Although we are not litigious people or public people we were going to start this process through different avenues originally but after speaking to friends of ours who typically handle these kinds of things we were convinced to begin with the BBB for resolution. Thus far it just feels like we have been going in circles but we are hopeful that we have put forth a couple of amicable solutions so that we are able to put this experience in the past. 

  Sincerely,
  
  
  
  Jim Lambatos

• Initial Complaint

  Date:06/06/2025

  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.

  *** came to quote a repair for our AC on 5/17/25. He quoted $5000 but said because the ** was already 7 years old and the repair might not address the issue, it would be worth it to get a quote for a new AC as it wouldnt be much more- he stated around $6000-$7000. We agreed and the same afternoon, a sales lady, **** came to quote a new AC. She quoted $11,500-$13500, depending on financing. We were shocked and told her the technician said it would be around $7000. She was frustrated and said she was unsure where hes getting his numbers. She called her manager and was somehow able to find a cheaper unit for $8500, but it was the last one and we had to sign in order to not lose it. We felt pressured to sign the contract and we had to pay for the installation and unit up front (this seems odd). We confirmed we would be able to cancel within 3 days as stated in the contract and she confirmed. We got another quote from another business and decided to cancel. We called the office 3 times on 5/18/25 to cancel and were told they would let someone know. However I still received a text confirming our appointment. We then called *** to cancel and she did. No one showed up, so the cancellation went ********** has been three weeks and we have still not been refunded. We have called at least 6 times asking about our refund. Every time we call they say they are still approving our refund. Ive asked to speak to a manager, who twice said the refund should be in our account the following day. The third time, speaking to a different manager, he was unsure why someone would say that, they were still waiting on the approval from some department. He said he has emailed but has not gotten a response. It doesnt seem they are making any attempt to refund our money. As of 6/6/25 they have not refunded us and still have our $8500.

  Business Response

  Date: 06/08/2025

  Dear Ms. ****************** you for reaching out and for providing a detailed account of your experience. We sincerely apologize for the confusion, miscommunication, and frustration youve encountered throughout this process. Your feedback is extremely valuable and has been shared with the appropriate teams for further review and improvement.

  We understand how concerning this situation has been, especially regarding the refund of $8,500. Please know that your refund was processed back to your original form of payment on June 4th, 2025. Depending on your bank or credit card provider, it may take a few business days for the funds to reflect in your account.

  We deeply regret the delays you experienced in receiving confirmation and the repeated follow-ups required on your part. That is not the level of service we aim to provide, and we are taking steps internally to ensure future requests are handled more promptly and transparently.

  If you do not see the refund reflected within the next few business days, or if you have any further concerns, please do not hesitate to contact ********************************** directly. Were here to ensure this is fully resolved to your satisfaction. 

  Sincerely,

  The Customer Experience Team

  Customer Answer

  Date: 06/09/2025

   
  Complaint: 23437147
  
  I am rejecting this response because:

  I do not see a credit in my account after 6/4/2025. However, I do see a credit from *********** on 6/2/2025 as I initially filed a dispute with them and they credited my account as they investigated, but I would like to be sure this is not a just a placeholder. Please confirm this resolution is in response to the *********** dispute. 
  
  Sincerely,
  
  ******* *****

  Customer Answer

  Date: 06/10/2025

  
  Better Business Bureau:
  
  The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. 
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:06/04/2025

  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.

  Unjustifiable, extreme, costly work done and proposed 1/21/2025 Kitchen sink would not drain. Tried clearing with baking soda and vinegar then plunged it. A pipe leaked under the sink and I called ABC Plumbing as referred by Best Pick Reports.Plumber **** came out took pictures, saw that pipes were frozen and gave me 3 options. #1 replace garbage disposal, fix pipes under sink, break out back wall behind cabinet (which he could not repair) Remove dishwasher to follow pipes down to basement and replace them. Cost $6388. I said there was nothing wrong with garbage disposal. Why replace it? Then he proposed option #2 Everything except disposal. $4482. I refused and he proposed #3. Repair pipe under sink and rod out frozen pipe $2200. I agreed. He then said he could not rod out pipe, He was only getting sludge. i suggested pouring boiling water down and he said he didn't think that would work. I would have to go with option #2 He worked 5 hours, insisted on being paid $2000 for work he did, and he would be back the next day to remove the rest of the *********** cost would be $4482.I thought if the pipe wasn't broken, why replace it? I put a blow dryer on the pipe and poured boiling water down the sink. In minutes pipe cleared. PROBLEM SOLVED. i called *** told them I fixed it. He came back and had me sign off on work that was done. I called his manager, was told he would call me. He didn't. I called again and he said **** did what he thought was necessary. CASE CLOSED. i called another plumber. He saw the pictures and said the work that was done was unconscionable. The leaking pipe could have been replaced and attached to the other pipes. Should not cost more than $500. He broke all the perfectly good pipes so he could charge to replace them. I reported my experience on 'Next Door' and got over 100 replies of similar scams by ***. I am an 87 year old woman and resent being scammed in my home. I would like reimbursement for the good pipes that he broke.

  Business Response

  Date: 06/04/2025

  Dear Ms. ********************** you for bringing your concerns to our attention. While we understand how distressing this experience must have been, we also appreciate the opportunity to clarify what occurred. After a thorough review, our Customer Experience Specialist has issued a refund for the portion of the work not performed. Our Customer Experience Supervisor also spoke with the assigned investigator to explain the situation in full detail. We would like to clarify that while the original quote you received included multiple repair options, the final amount charged reflected only the work that was actually completed. When it became clear that not all the proposed repairs were necessary or approved, the cost was appropriately adjusted and reduced. You were not billed for any services that were not performed. We truly regret that your experience with us left you feeling dissatisfied. It is always our goal to provide honest, high-quality service. Thank you and have a wonderful day.

  Sincerely, 

  The Customer Experience Team

  Customer Answer

  Date: 06/06/2025

   
  Complaint: 23418845
  
  I am rejecting this response because: Aside from trying to scam me for over $6,000 on unnecessary work, The plumber broke all of the perfectly good pipes under the sink so he could replace them and charge me $2,000 instead of just repairing the one leaky pipe. I had 2 plumbers look at the pictures and said the work was unconscionable and should have not cost more than $500. They have not reimbursed me for anything and refuse to take responsibility. I have received over 100 irate replies from readers of my posted complaints telling of similar scams and experiences with ABC Plumbing.
  They encouraged me to file complaints wherever I can.
  Sincerely,
  
  ****** *********

  Business Response

  Date: 06/06/2025

  Dear Ms. ******************* are aware of your recent concerns and take them seriously. However, we would like to clarify that at no point did our technicians cause intentional damage to your plumbing system, nor did they perform unnecessary work to inflate the cost of service. The repairs carried out were in response to issues that were present and needed to be addressed for the system to function properly.

  Regarding the refund, you were provided a refund that was credited back to your form of payment on 1/27/2025.

  While we recognize that other companies may offer differing opinions, our team makes recommendations based on on-site observations, safety standards, and long-term reliabilitynot speculation or hindsight. Just as we dont ask other companies to alter their professional assessments based on ours, we apply the same principle when reviewing outside feedback.
  We understand that you may be frustrated, but we stand by the professionalism of our technicians and the work completed. 

  Thank you and have a wonderful day. 

  Kind regards,

  The Customer Experience Team

   

   

   

   

   

   

   

   

   

• Initial Complaint

  Date:06/04/2025

  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.

  On 5-19-2025 I had set an appointment with ABC Plumbing to have my 6 inch sewer exit routed to remove a root mass blockage. 1. The technician that arrived for the work stated routing could not be done with a chain pulverizing head on the line due to the pipe being ***** The technician advised that Hydro Jetting would be nessary along with a cutter bit router. He also stated that my village code necessitated the hydro jetting. I was quoted $1,800 for the work on both procedures. I had to attend with another technician from *** that was present for a different reason. My wife came to the sewer Technician to deal with the payment. 2. When my wife was addressing the payment she again asked for verification that the payment would be for routing and hydro jetting. The technician verified that the payment would be for the two services we were expecting. After the technician processed the payment he declared he had to leave to get the equipment to do the work. 3. ( why the technician took payment for work he was not prepared to do?) then return. 4. We paid for service we didnt not receive on our appointment date. The technician did not return .*** then informed us the next day they contracted contracted a third party company from Indian to come do the work outside the time were I would be at home. 5. I contracted with *** not a unknown contractor from out of state.I have a camera system which I use to inspect my sewer line. I have pictures date and location meta data connected to them. I have pictures from the time before this third party came to my address and after. I used these pictures to located the root mass originally. After the third party allegedly did the work the room mass was unchanged and further solid waste began building up. I have since discovered this 3rd party did not hydro **** the line but used a pressure washer. A pressure washer dose not have the *** to clear roots.I have contacted *** and requested a refund they as of now have not given one.

  Business Response

  Date: 06/04/2025

  Dear *** ********, 

  Thank you for taking the time to share your concerns. We truly regret the inconvenience and frustration youve experienced, and we appreciate the opportunity to respond to your complaint. We take customer satisfaction seriously, and we are committed to making this right.

  I have attempted to reach you to discuss the experience and provide the refund. Please reach out to the ****************************** directly and we will have this taken care of immediately. Have a wonderful day. 

  Sincerely,

  ******* ******

  Customer Experience Supervisor

• Initial Complaint

  Date:05/30/2025

  Type:Product 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.

  On May 16, 2025 I contacted ABC reference a storm causing an electric outage because a tree falling on my electrical line and pulling the power box, meter and wiring off my house. I called first thing in the morning. I did not receive an electrician at my house until 3:30 in the afternoon. The electrician took an hour to view and invoice the repairs. He informed me he would need to get parts and it was a two man job. He explained I needed to place a deposit of 1300 dollars in order to contract the repairs. He told me someone would be out the next day for repairs. So I paid the deposit. The next day no one showed up. I ended up calling 3 times and finally they sent an electrician out at the end of the day. This electrician was not prepared or able to complete the job. He was here to tell me the earliest it could be completed was in 2 days because of Sunday. This means I would be without electricity for 5 days or more. I told that electrician to cancel the contract and I wanted my deposit refunded. I contracted a different electrician on Monday and they were out and completed the before 10am. Shortly after they completed *** called me to try and salvage their lost contract. I told them the job was already completed and I wanted a refund. On Tuesday I called about my refund and was given the run around. I was later called back and was told the refund would be processed. As of today I have not received my 1300 dollar deposit back. They could take my money in seconds but could not perform the work and it seems in order to get a refund I might have to use legal processes. All I want is the deposit back without such a headache. I would never recommend anyone to ever use this company.

  Business Response

  Date: 06/01/2025

  Dear Mr. ************************ you for taking the time to share your experience, and please accept our sincere apologies for the frustration and inconvenience you've encountered.
  We are very sorry that our response to your urgent electrical situation did not meet expectations, and we fully understand how stressful it must have been to be without power for an extended period of time. It was never our intention to add to that difficulty.

  Regarding the $1,300 deposit, we want to assure you that there is a refund process in place, and your request is currently being processed. We deeply regret the delay in issuing your refund and understand how discouraging this situation has been. Please know that your refund remains a priority for our team, and we are actively working to ensure it is completed as quickly as possible.

  We truly appreciate your patience, and again, we apologize for not delivering the level of service you expected and deserved. If you have any additional questions or would like a direct update on the refund status, please feel free to reach out to the Customer Experience Team.

  Sincerely,

  The Customer Experience Team

• Initial Complaint

  Date:05/20/2025

  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 called ABC to my home on 4/22/25 because I was only getting about 10 minutes of hot water in my shower. Their technician advised that the reason I wasn't getting sufficient hot water was that my water heater was no longer functioning properly. He said it could not be repaired and my only option to get more hot water was to purchase a new heater.I agreed to purchase the new heater and they installed it the same day. However after installation I still only received 10 minutes of hot water. *** sent several technicians out over the next week but none could properly identify and fix the problem. They did confirm though that it was clear the issue hot not been with the old heater.I also came to find out that *** had charged me much more than the market rate for the heater. They charged me $7,800 for installation, the water heater itself retails for $1,560, and a direct competitor of theirs quoted me $3,600 for a new heater installation.I spoke with ***'s customer service and said I did not feel I should need to pay full price for the heater when it turned out the issue was actually caused by something else (which is still yet to be determined because *** never figured it out). I said I would be willing to pay for the heater at cost ($1,560). I would have been willing to pay a little more just to get the matter resolved, however *** responded by saying they would not provide any type of discount or price adjustment. I called again a week later to make another attempt at a fair resolution but they would not engage in conversation.I maintain that I should not have to pay $7,800 for a water heater sold to me under false pretenses (regardless of whether or not they intentionally misled me). I am still willing to reach a middle ground solution, but have not found *** to be reasonable.

  Business Response

  Date: 05/22/2025

  Dear Mr. ***************** appreciate you bringing your recent experience to our attention. We take all customer feedback seriously and strive to provide high quality service and products.

  On April 22, 2025, our plumbing technician determined that your existing water heater was no longer functioning effectively and showed signs of deterioration and replacing the unit was the recommended course of action to restore full hot water functionality.

  The cost was provided up front and approved for the purchase and installation of a new high-efficiency water heater, and our team completed the installation the same day. All standard disclosures were made, and no high-pressure tactics or misrepresentations occurred at the time of sale. The amount paid reflected the total cost of the heater, installation, labor, expedited same-day service, permitting, and haul-away of the old unit. This price was communicated prior to installation and was accepted in writing.

  After installation, when the issue of limited hot water persisted, our team returned promptly to address the problem. Multiple technicians returned to reassess the situation, and through this process, it became clear that the hot water problem stemmed from a different issue in the plumbing system, unrelated to the functionality of the original or new water heater.

  We acknowledge your frustration and the unfortunate reality that the original heater may not have been the root cause. However, the recommendation to replace the heater was based on professional judgment, not false pretenses or ill intent. The existing heater showed signs of wear and inefficiency that supported replacement, even if it was not the sole source of the hot water issue.

  Regarding pricing comparisons, while we understand that another provider quoted a lower fee, our pricing reflects the quality of our equipment, licensed labor, speed of service, warranty coverage, and local market conditions. We believe our services provide strong value and peace of mind.

  You have been in touch with our Customer Experience Team and we would like the opportunity to reassess the situation. Should you have any questions until then please feel free to reach out. We value your business and your willingness to seek a fair resolution. Thank you and have a wonderful evening.

  Sincerely,

  The Customer Experience Team

   

  Customer Answer

  Date: 05/24/2025

   
  Complaint: 23357847
  
  I need them to clarify what they mean by "the opportunity to reassess the situation".  If that means finding a reasonable compromise on money owed then I am open to further conversation (that's what I've been trying to achieve for several weeks now).
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 05/27/2025

  Dear Mr. ***************** mentioned, we are in the process of reassessing the situation with our upper management team to ensure all charges were applied accurately and in accordance with our policies. As part of this review, management will determine if any refund is warrantedwhether in part or at allbased on the findings. 

  Should you have any questions please feel free to discuss this further with the Customer Experience Specialist that you have been working with. Thank you. 

  Sincerely,

  The Customer Experience Team

  Customer Answer

  Date: 05/28/2025

   
  Complaint: 23357847
  
  Please provide a proposed resolution by the end of this week.  This matter has been ongoing for over a month and the loan company you work with has started charging me, so this needs to be resolved ASAP.

  I would also like any future communication between ABC and myself to continue through this forum so that there is documentation via a third party.

  Business Response

  Date: 06/03/2025

  Dear Mr. ************************** careful review, including a secondary review with our management team, we have confirmed that all charges are accurate and consistent with the services provided. The cost was provided up front and approved for the work to be completed. The work was completed same day. 

  That said, we understand your frustration and want to assure you that we are committed to resolving this matter in good faith. As part of our efforts to ensure your satisfaction, we are currently working to replace the valve that requires attention. This step is being taken proactively as a gesture of goodwill and our ongoing commitment to quality service.

  We value your business and are hopeful this resolution demonstrates our dedication to customer satisfaction. Should you have any additional questions please reach out to the Customer Experience Team. Thank you and have a great day.

  Sincerely, 

  The Customer Experience Team

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23357847
  

  This is not even close to a satisfactory resolution.  I agreed to purchase the water heater from you under the false premise that my old water heater was the cause of my hot water issue.  You have already acknowledged in this communication chain that the previous water heater was in fact not the cause of the issue.

  Regardless of whether the misdiagnosis was intentional or an honest error in judgement, as a professional plumbing company you should take accountability for your work.  Here are some direct quotes from your website:

  We stand behind the quality of our work and guarantee your complete satisfaction with the end result

  Worry free guarantee: We agree to accept responsibility for your complete satisfaction with the tools we use and workmanship provided by us and paid for by you
  

  When plumbing problems arise, trust the experts at *** to provide prompt and reliable services.

  You have not lived up to any of these tenants.

  All I have wanted here is to be treated fairly.  As one last attempt at an amicable resolution, I will offer to pay half of what you charged me ($3,894.49).  This is more than generous given the circumstances.  If you refuse to agree to this amount we will unfortunately need to settle this matter in a courtroom.  Please provide a response by the end of this week or I will move forward with a lawsuit.

  
  

  Business Response

  Date: 06/05/2025

  Dear Mr. ********************* you for your continued communication. We want to reiterate that our goal has always been to act in good faith, uphold safety standards, and resolve issues with both professionalism and integrity.
  
  While we understand your belief that the faulty mixing valve was the sole cause of the hot water issues, that position unfortunately overlooks critical facts regarding the condition of your previous water heater. The unit that was removed was well beyond its life expectancy, severely deteriorated, and posed a significant risk due to both age and condition. To suggest that the water heater was functioning properly prior to our involvement is not supported by its physical state at the time of service.
  
  It is far more accurateand consistent with our findingsthat both the aging water heater and the failing valve contributed to the hot water issue. The decision to replace the heater was not only warranted, but also necessary to ensure the long-term safety and functionality of your system. In fact, even if the valve had been identified first, the water heater itself would have still required replacement in the very near future, at additional cost.
  
  That said, in a continued spirit of good faith, we are proceeding with replacing the valve at no additional charge to you. This is not an acknowledgment of any error in our initial assessment, but rather a proactive measure to bring your system to optimal function and resolve the matter thoroughly.
  
  We hope this clears up any misunderstanding. If you have further questions, you are always welcome to contact our Customer Experience Department.
  

  Kind Regards,

  The Customer Experience Team

  Customer Answer

  Date: 06/05/2025

   
  Complaint: ********

  The previous water heater was NOT "well beyond its useful life".  It was at most seven years old.  I'm aware that there was some corrosion on it and it was possibly no longer working in peek condition, but multiple ABC technicians acknowledged that it was not the source of the issue.  The fact that the replacement heater resulted in the exact same shower experience as with the previous one makes it fairly obvious that the heater was not the problem.

  Replacing the shower valve at no cost does not resolve the issue, as that service holds a value much less than what I was charged for the new heater.

  It continues to frustrate me that you have been unwilling to take accountability and reach an amicable resolution here.

• Initial Complaint

  Date:05/06/2025

  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.

  On 4/19 I contacted *** to repair an air conditioning unit that was not blowing cold air. They sent out a technician who diagnosed that the motor and fan needed to be repairedit turns out this was not the issue. On 4/23 the technician arrived to complete the repairs. He arrived without the correct fan and had to return the following day with the proper parts when I was not home. He noted in his notes that the unit was repaired and working properly, this was a lie, he did not test the unit to see that it was not working properly. On 4/28 I had to place an emergency call to *** because the unit was still not working and the temperature in a home, with my 6 month old daughter in it, was at 80 degrees. A technician arrived and discovered that the original technician had misdiagnosed the issue and the new tech attempted to make the proper repairs. During his attempt, the hard start unit and compressor exploded destroying the entire unit. This technician assured me that he would get me a refund for the original work that was done incorrectly and that he would have a customer service manager contact me the following day, as well as a consultant to get a new unit installed. The following day I did not receive a phone call from anyone in customer service but I did have the consultant calling me first thing the next morning trying to sell me a new $10,000 air conditioning unit. After repeated calls to their customer service departments over the course of a week, including multiple promises to get me a refund and return my phone calls, I was informed that my refund was declined without explanation. 

  Business Response

  Date: 05/08/2025

  Dear Mr. ******************** you for bringing your concerns to our attention. We take all customer feedback seriously and are committed to resolving any issues that may arise with our service. First and foremost, we sincerely apologize for the frustration and inconvenience this situation has caused, especially given the circumstances. We understand how critical functioning air conditioning is, and we regret that our service did not meet the high standards we set for ourselves and our customers expectations.

  After reviewing your account and speaking with the technicians involved, it is clear that the initial diagnosis and follow-up service fell short. It is unacceptable that the unit was marked as repaired and working without proper verification when clearly it was not.

  Regarding your refund the situation should have been escalated to management immediately, and your refund request should have been handled with greater urgency and transparency. In this situation we clearly fell short and not up to the level we strive to maintain.

  We regret that your experience did not reflect the level of service we strive to provide. Your credit has been submitted and processed and you will receive your full refund. Please call me directly should you require any additional assistance or service. Thank you and have a wonderful day. 

  Sincerely,

  ******* ******

  Customer Experience Supervisor

  Customer Answer

  Date: 05/10/2025

   
  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.
  
  Sincerely,
  
  ****** *******