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 STE 200 Arlington Heights, IL 60004-1499

• 

  ABC Plumbing Sewer Heating Cooling Electric

  220 W Campus Dr Arlington Heights, IL 60004-1485

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:07/05/2023

  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 6/26/2023, we contacted *** Plumbing regarding the cost and installation of a new water heater. I was told an estimate was $59.00 which is deducted from the price if you proceed with the purchase. The salesman arrived at approximately 1:00pm. The estimate was in the amount of $4,160.97. We subsequently decided not to purchase the water heater. On 6/27/23 at 9:48am in sent the salesman *************************** an email to immediately cancel the transaction. Requesting a prompt refund in the amount of $4,160.97 minus 5 $59.00 estimate fee. I also called the office to confirm the cancellation. As of the date of this email, we have not received a refund. We have received no goods or services from *** Plumbing. This appears to be fraudulent business Practice.

• Initial Complaint

  Date:06/23/2023

  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 June 10, 2023 a cooling service was requested from *** that included a new furnace along with a new AC unit. The amount that was paid is $11,314.00 please find the receipts attached. The equipment installed is not working, we've called the vendor several times now and for the amount that was paid we would really like for this issue to be resolved as soon as possible, only the vendor just doesn't seem to give this problem much importance as it has been two weeks now since the equipment was first installed. My family and I feel that due to this inconvenience it is only fair that *** reconsiders the amount that was quoted for the service and refunds us a portion of what was paid. Your assistance is highly appreciated. Thank you.

  Business Response

  Date: 09/25/2023

  see attachment

• Initial Complaint

  Date:06/20/2023

  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 12/16, a tech arrived at 9 am for a camera drain inspection. At 11:30 am, I was informed the tech broke the cleanout lid and hub when he used a ************************* to access the pipe. The broken lid and hub fell down into the pipe. The tech attempted to retrieve it but only pushed the cap deeper down the line until it was lodged and was unable to be retrieved. Later, *** supervisors arrived and confirmed the drain lid could not be retrieved without digging up the foundation to cut the pipe and retrieve the cap. Further, the water in the drain line was beginning to back up into the house when toilets were flushed. A supervisor, ***, said *** wouldn't cover the cost to make the repairs and quoted me a price of $12,000 to do the work. He eventually reduced the price to $8,000 "due to the situation" and presented a contract. He said I needed to sign before they left in order to get the price. I declined to sign.I called a plumber for a second opinion. He said the cap should never have been hit with a hammer and that he couldn't retrieve the cap without digging out the foundation. On 12/17/22 I reported this to *** customer service. A rep ******** emailed stating *** would retrieve the cap/lid and do the necessary work at no charge. I saved this email. The work was agreed to start on 12/20/22.My family and I moved out of our house because we couldn't use toilets or showers. On 12/19/22, ***** called me to say they weren't going to do the repair. He called me several times to get me to sign a new contract and pay for the work. I declined.On 12/20/22 a crew dug out the foundation. I asked about the plan and was told they planned to reattach the broken pipe after the lid was cut out and set it in place with concrete which is unacceptable because the pipe was completely unusable. I asked them to stop work. I talked to ***** who again told me to pay to have broken pipe replaced. I hired new company to make repair at cost of $3,500.

  Business Response

  Date: 06/21/2023

  Dear ********************, 

  We appreciate you bringing these concerns to our attention. According to our records, *** returned to retrieve the cap as promised and was then told to leave immediately. We apologize that our attempt for resolution was not to your satisfaction and we wish you the best with your future home service projects. 

   

  Sincerely, 

  *** Customer Experience Team

  Customer Answer

  Date: 06/22/2023

   
  Complaint: 20210591
  
  I am rejecting this response because *** promised to retrieve the cap and do the necessary repair work but failed to do both. ***s Tech broke the top of our drain pipe and the broken part then fell into the drain line and became lodged. *** informed us they intended to reattach the broken drain line, backfill, and set in concrete after retrieving the cap. It is obvious that the plan to reattach a broken drain pipe (which *** broke in the first place) and set it in concrete is inappropriate.  
  

  We do no accept this response since it does not address *** breaking the drain and then failing to make the necessary repairs. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 09/26/2023

  see attachment

• Initial Complaint

  Date:06/16/2023

  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.

  See uploaded document

  Business Response

  Date: 06/20/2023

  Dear Ms. *******, 

  Thank you for reaching out with your concerns. Our goal is to provide honest and transparent service to all our customers and we strive to ensure that they are always well informed about services and costs before any work begins. We are happy to see that you have been in contact with one of our dedicated Customer Experience Specialists and we appreciate the opportunity to help you. 

   

  Sincerely, 

  ABC Customer Experience Team

  Customer Answer

  Date: 06/21/2023

   
  Complaint: 20195843
  
  I am rejecting this response because: 

  BBB Complaint ID: ********
  *** Response rejection
  06/21/2023
  
  
  Rejecting response from *** as there is no settlement offered in the response.  The customer specialists offer for $200 off $2209 with a $250 *** gift card was rejected per phone conversation prior to the BBB complaint ID: ********.  Should the phone conversation be what this response is referencing or considering that as the response it was declined. 
  I would like to settle the single hose faucet replacement at $509.00.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 11/07/2023

  Dear ******************,
   
  We are writing in response to the complaint regarding your plumbing service on June 13th with our plumbing technician, ********. We take customer concerns seriously, and we appreciate the opportunity to address this matter.
   
  First and foremost we understand your frustration and disappointment with the situation you have encountered with your request for an itemized invoice. We strive to provide top-notch service to all our valued customers, and we apologize for any inconvenience you have experienced. At *** our flat rate pricing has been set to deliver peace of mind for our customers in knowing that there will be no additional charges that will come up after the work has begun. This pricing also includes our industry leading warranties and guarantees that promise that we will return, should the situation arise, and make it right.
   
  We genuinely care about our customers and their well-being. That is why we extended a $200.00 discount as a goodwill gesture to help alleviate some of the financial burden and also provide gift cards to be used for future service. You declined this when you spoke with a member of our Customer Experience Team.
   
  We are committed to finding a satisfactory resolution to this matter. We remain open to further dialogue and are ready to address any additional concerns or questions that you may have.
   
   
   
  Kind Regards,
  ***************************

• Initial Complaint

  Date:05/24/2023

  Type:Order 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 March 3rd we signed a contract for ****** to repair our main sewer line. After they dug and replaced our pipes , they came and layed grass seed and hay . I called them in April because they left a huge mess. Giant boulders on both sides of our sidewalk. **************** told me we would need to fix it ourselves, and hire a landscaping company. I asked for a manager to call me back to discuss the matter , and they never did. Considering we have a ****** contract , we feel completely ripped off and taken advantage of in a desperate situation. They were also extremely unprofessional about the matter. I have taken pictures of the mess they left as well.

  Business Response

  Date: 06/02/2023

  Dear **************, 

  We appreciate you bringing your concerns to our attention. Your concerns have been forward to our Customer Experience Team and a dedicated Customer Experience Specialist will reach out to further discuss your experience. We look forward to speaking with you. Thank you in advance for your time.

   

  Sincerely,

  ABC Customer Experience Team

• Initial Complaint

  Date:04/06/2023

  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.

  The company established an appointment window with the consumer, with a date of 2023-04-06. The appointment window was established for an arrival between 8AM and 9AM Central. The technician arrived at the consumer's property, filled out paperwork stating the appointment had begun, but did not contact the consumer until 901AM. The consumer reached out to the company to let them know the technician was late, and provided evidence to that effect, including a timestamped video of the technician approaching the front door and ringing the bell after 9:01:00AM. The company is lying and stating the technician arrived at 859. The consumer had not spoken to or had ANY contact with the company on 2023-04-06 until the doorbell was rung at 9:01AM, after the appointment window.The consumer has requested to cease all business with the company and a full refund of the service package which has now been violated for 2 months in a row and a waiver of the concessions made by the company as part of the sales-pitch for the service package titled **** Ultimate ************************** is refusing the refund request in-full despite not performing the service contract's promises for 2 months straight.The customer care agent who is assigned the case currently, has ignored a request made at 9:13AM to be escalated to a manager and instead has maintained their position as the point-of-contact.At this time, there is zero trust in the company from the consumer. The consumer wishes to be made whole and cease all contact but the company has thus far, refused this request, refused to escalate the concern to management, and most importantly, has defended their actions with fraudulent paperwork which they created and tendered to the consumer.

  Business Response

  Date: 04/13/2023

  Dear ***********************, 

  According to our records, your concerns addressed in the original complaint (ID #********* that was closed on 3/31/23 by the BBB. We apologize that you remain unsatisfied and your concern has been forward to leadership. We appreciate you providing us with this feedback so we may address any issues internally. 

   

  Sincerely, 

  ABC Customer Experience Team

• Initial Complaint

  Date:03/29/2023

  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.

  I filed a BBB review with the company and was given the response:"Dear ***********************, We appreciate you brining your concern to our attention. According to our records, we are happy to see that you worked closely with one of our *** Customer Experience Specialists in January in regards to your most recent service experience. We ask that you please reach out to your Customer Experience Specialist if there are any other concerns you would like to address. Thank you very much for your time and patience. Sincerely, *** Customer Experience Team "Which is not true. - No resolution has ever been met for the decimation of my home beyond reasonable plumbing incursions,- No resolution was found for the improper schedule handling from the company, nor a sufficient apology was offered. - No resolution nor feedback surrounding the issues relating to material handling by the company was reached.- No resolution was reached for equipment that was installed in my home against my wishes and against was against the advice of the sales agent who came to my home and created the initial order.At this time, it can be reasonably stated that *********** has unethically provided an untruthful response to a complaint made through the BBB.*********** has not resolved open issues with the consumer ***********, to this day, continues to fail to provide paid-for and contracted services which were initially sold as part of the plumbing repair in December 2022.

  Business Response

  Date: 03/30/2023

  Dear ****************, 

  We are happy to see that our records indicate you have been in contact with a Customer Experience Specialist in regards to your concern. We appreciate your time and patience during this matter and we look forward to a fair and equitable resolution.

   

  Sincerely, 

  ABC Customer Experience Team

  Customer Answer

  Date: 03/31/2023

   
  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.

   

  Thank you for your assistance in this matter and I wish no ill will to any party involved. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/27/2023

  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.

  Our residential hot water heater went out. We called **** Salesman quoted us a new hot water heater. ******** also said the ******************** required ** to purchase an expansion tank (extra $600) for building code purposes. When ******************** inspector came out to inspect the final job, the inspector asked what the expansion tank was for. The *** rep who was there as part of the inspection, stated the sales person must have sold it to us. The ******************** inspector stated expansion tanks are not required in the village for residential. I told the *** rep I would like the expansion tank removed and my money refunded. The *** rep contacted his supervisor explaining what had happened. The supervisor said he would contact the sales department supervisor and let them know what had happened and that the homeowner was seeking a resolution. He stated they would contact me. I have not been contacted. Water Heater was installed on 1/31/23. Inspection was 2/24/23. I am open to talking with *** about this issue. Thank you.

  Business Response

  Date: 03/28/2023

  Dear ****************, 
  Thank you very much for brining your concern to our attention. We have froward your concern to our Customer Experience Specialists and one of them will contact you to further address this issue. We appreciate your continued patience, ***************** 

  
  Sincerely, 
  ABC Customer Experience Team

  Customer Answer

  Date: 04/06/2023

   
  Complaint: 19858876
  
  I am rejecting this response because:

  *** Company has not resolved my issue.  A customer service rep from *** contacted me and asked what had happened, I told her.  She said she would get back to me, she has not.   I have not heard anything from the company since and the original issue is still not resolved.

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

• Initial Complaint

  Date:03/13/2023

  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 February 9, 2023 I signed a contract to have the needed repairs done. We had to wait for a work permit from the city as well as a determination on if the orange **** pipe could be repaired or would be required to be dug up and replaced by the city. Work began on February 23rd. The lead of the team asked my husband to see our basement. Turns out the worker wanted to see our water pipes to try and get a family member some work. He was facing timing said family member and telling him "look at this shit". When my husband asked what this had to do with our sewer he said nothing. We just moved into our home and felt extremely violated by this. Throughout the three days of work the crew was seen smoking smoking cigars on our property and also left our garage door open when they left. A couple days after the work was complete the crew was back to backfill the holes. They left a mountain of dirt/clay which didn't adequately fill in the holes. We had to purchase a tool to level the dirt and fill the hole. Days later we found out *** would come back in two weeks to finish filling the holes. This info was never shared with us upon completion of the work. The first appointment set for a technician to come and set up financing no one showed. When he finally showed I was informed that financing is not through the company it's literally applying for a ***** Fargo credit card with an insanely high APR. On top of that, I'm told there is a fee for financing but it's only ~$1000. Turns out to be $5000! From day one I'm told you'll never pay more than the original quote of ~$31,000. After putting $4000 down and paying another $6000 my bill to be financed is $24,900. This math doesn't add up. I contacted the tech on March 8th and he said he would have financing look into it. I have also requested an itemized bill showing all charges and payments thus far multiple times. The tech said he would raise my concerns with the top manager. So far, no response on anything.

  Business Response

  Date: 03/14/2023

  Dear ********************, 
  We appreciate you bringing this to our attention. We take these kinds of concerns very seriously and a member of our Customer Experience Team will be contacting you to further address your experience with you. Thank you for your time and patience during this matter, ********************* 

   

  Sincerely, 

  ABC Customer Experience Team

  Customer Answer

  Date: 03/17/2023

   
  Complaint: 19591309
  
  I am rejecting this response because: it has been almost two weeks since these incidents were reported to *** and no one has made an attempt to contact me and rectify the situation.  This is at least the second time I have been told customer service would contact me and still radio silence.  I want the issue resolved in the way stated in my original complaint. Ignoring me will not make me stop or go away.
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 03/27/2023

  Dear ********************, 

  We are happy to see that you have been in contact with one of our Customer Experience Specialists to address your concerns. We look forward to a fair and equitable resolution. Thank you for your time and patience. 

   

  Sincerely, 

  ABC Customer Experience Team

  Customer Answer

  Date: 03/29/2023

   
  Complaint: 19591309
  
  I am rejecting this response because: ****** left me a message on Monday the 27th stating she had some answers for me.  I called her back two minutes later, got her voicemail, and left a message.  It's been two days and still no response.  However, you guys are happy to continue calling me to schedule a furnace tuneup. How dare *** try to get more money out me with an ongoing open dispute.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:03/10/2023

  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.

  Called *** as my furnace quit running and it's cold here in ********** **. 03/08/23, Technician came out and advised I would need an ignitor, mother board and fan, said repairs would be $770.00 to which I agreed and said go ahead with the work. After I paid my bill in full and he left I thought this did not take him long, so after he left I opened the furnace up and seen that only the ignitor was replaced. *** was in my house for 45 minutes from start to finish. So for $770.00 all they replaced was the igniter a $150.00 item and charged the $770.00 in full. I called them to try and resolve but did not care and basically told me too bad. I have never been taken to the cleaners by any HVAC company in the best. Hope you can help get this resolved. Thank you/***************************

  Business Response

  Date: 03/14/2023

  Dear ********************, 

  Thank you for reaching out to us in regards to your concern. According to our records, your Customer Experience Specialist reviewed your signed work approved contract for one item of "ignitor". We apologize if our upfront, flat-rate pricing created confusion. We will be happy to send you a token of our appreciation for choosing **** We will mail a $100 gift card this afternoon. 

   

  Sincerely, 

  ABC Customer Experience Team