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.

close

Find a Location

ABC Plumbing Sewer Heating Cooling Electric has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:10/28/2024

  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 called ABC on 10/17/2024 @ 3:52pm for a valve behind the washing machine that had a slow drip. I told them I pay for the membership with them They told me someone would be out that day or evening.10:30 pm the 2 men showed up.I was given a quote of $802.00 for a small valve to be swapped out. The men were here for 20 minutes and it was a quick fix.I have repeatedly tried to contact the company and have not received a response. I called and emailed and can not get a response.I think this price is absolutely ridiculous and I want reimbursement.SEE BELOW:LAUNDRY WATER SHUT OFF VALVES QTY: 1 The above investments include a discount for payment by cash, check or charge.Our Observations Customer called ABC out to home for washer machine water shut off valve not turning off. On arrival customer stated she is getting a new washer machine tomorrow. When disconnecting the washer machine hoses, she noticed the hot side valve is not turning off completely. She would like to have the valves replaced so she will not have any issues when the appliance company comes out tomorrow to install the new washer machine. I turned off the water to the home and drain down the water to the home. I then removed the washer machine valves and installed new 1/4 turn washer machine water shut off valve.

  Business Response

  Date: 10/30/2024

  Dear Ms. ****************** appreciate your feedback and concerns regarding the recent service you received from ABC Plumbing company. We take customer satisfaction seriously and strive to provide transparent and comprehensive services to all our valued customers. Our technicians diagnose the situation and provide options for repair. The cost is presented to the customer before any work begins. The customer then has the opportunity to make a well informed and educated decision regarding that necessary work. Included in that price is the security of knowing that we stand behind our work and there are industry leading warranties in place. If you would choose to discuss this further I encourage you to reach out to our ****************************** directly. Thank you and have a wonderful day.

  Kind Regards, 

  The Customer Experience Team

  Customer Answer

  Date: 10/30/2024

   
  Complaint: 22482682
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ********

  Customer Answer

  Date: 10/30/2024

  It was 10:30 pm and I really had no choice, I was having a laundry machine hooked up at 8:00 am the next morning. *** knew that. This price was way above what other companies charge and I want to know why. I was taken advantage of and will be letting everyone know via social media, email and word of mouth that *** is a horrible company that rips people off. 

  Business Response

  Date: 11/06/2024

  Dear Ms. ********************* you for taking the time to share your experience with us. Were truly sorry to hear about the frustration surrounding the timing and cost of your recent service. Your satisfaction is important to us, and we never intend for our customers to feel taken advantage of. We recognize that the late hour and urgency of your situation added to the stress. Our records show that the service was scheduled with your installation needs in mind, but we understand that the price did not meet your expectations. If you would like to discuss this further, again, I suggest that you reach out to our Customer Experience Team directly. We would like the opportunity to make this right. Please reach out directly so we can discuss your experience further and find a way to address your concerns. 

  Sincerely,

  The Customer Experience team

• Initial Complaint

  Date:10/28/2024

  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 am writing to file a complaint against ABC Plumbing Heating and Cooling regarding an air conditioning installation performed at my residence in July 2024.Nature of Complaint:1. Improper Installation: The company installed an air conditioning unit that failed to meet local building code requirements. Specifically, the village inspection revealed that the unit needs to be relocated further away from the house to comply with regulations.2. Lack of Response: Since the failed inspection, I have made numerous attempts to contact ABC Plumbing Heating and Cooling through multiple channels: - Phone calls with voicemails - Text messages - Emails Despite these repeated attempts at communication, the company has provided minimal response and has not taken action to rectify the situation.Desired Resolution:I request that ABC Plumbing Heating and Cooling:1. Respond to our communications promptly 2. Relocate the air conditioning unit to meet village code requirements 3. Cover any additional inspection fees that may be required This situation has caused significant inconvenience and potential safety concerns. Their failure to respond or address the issue demonstrates poor business practices and customer service.Thank you for your attention to this matter.Sincerely,****** **********

  Business Response

  Date: 10/30/2024

  Dear Ms. *********************** you for sharing your experience. Please let me apologize for the lack of 5 star service that we typically provide. We clearly fell short of that here. A member of our ****************************** should be reaching out to you today to coordinate and resolve all of the current concerns detailed in your complaint and work with you until all has been completed and you are satisfied. Have a great day and we will be in touch. 

  Sincerely,

  The Customer Experience Team

• Initial Complaint

  Date:10/26/2024

  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.

  10/1/24 ABC was to come out and fix an electrical issue where I lost power to half of my home, including appliances like the fridge. An employee arrived and looked at my panel and outlets inside only. He told my fiance and I that my problem would only be resolved if entire panel and outlets were replaced which would cost $10k, we opted to do just the panel for $6.3k. He said the panel would have to be replaced next day, 10/2/24 2 technicians came and replaced the panel, while doing the work they asked me what did the salesman say yesterday?. After finishing the work, they left the drywall looking terrible. The power was fine when they left, however I lost power again about an hour later. I called to get someone back out and they told me I would be charged a fee for it being past 5pm. The next day 10/3/24 they sent a technician to re-evaluate and he found right away that I was only getting half the power to the legs feeding my panel, a technician not a salesman found this. He told me this was a ***** issue. 10/4/24 ComEd comes out and get sparked in the face because the outside panel was put together wrong by the installing ABC techs who did the inside panel. The ***** employee told me that he immediately noticed the issue was the outside breaker switch, which he said a technician should have found. 10/5/24 I am told a technician will come out to evaluate the outside switch. The first ******* truck broke down, the 2nd guy sent evaluated and ordered the part. He also stated I will be honest with you they sent ***** he is a salesman. I received no update for 2 weeks on the part. 10/24/24 I wrote a review about my experience. **************** assured me the part is expedited and they will be here 10/26/24 to install, first thing in the morning, with a text that says 8-9am. They mentioned a refund of some sort with no specified number, I still have no power in half my home.

  Business Response

  Date: 10/27/2024

  Dear Mr. ******************* you for taking the time to share your experience. I want to sincerely apologize for the difficulties you've encountered with our service regarding your electrical issues. We understand how frustrating it is to deal with repeated power outages and lack of communication. Its clear that our service did not meet your expectations but we will, do our absolute best and, make it right.
  Your situation should have been handled more efficiently, and I appreciate you bringing these concerns to our attention. This will ensure that the necessary improvements are made to our processes moving forward. You are currently working with our Customer Experience Team to resolve these matters and they will work with you to reach a satisfactory resolution and provide any compensation once all has been completed. Thank you for your patience and understanding as we work to resolve this matter. We value your business and hope to regain your trust.

  Sincerely,

  The Customer Experience team

   

• Initial Complaint

  Date:10/22/2024

  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.

  On October 18th, an 86 year old woman who lives alone and has health issues called me because her only toilet wasn't working properly. The situation was very stressful for her. She had no place to go and frequent access to her bathroom was necessary. I helped her find ABC Plumbing based on an internet search as they were willing to come out that day. When they eventually arrived the problem was assessed. A new toilet was recommended. Two options involving new two-piece toilets were discussed with the owner's son who lived out of state. Both were in the ~$2,400 - $2,500 cost range. The owner's son went with the lower price option which was $2,415. Seriously, $2,415 to get and replace a toilet! The job from arrival to out the door took 1-2 hours, including time required to pick up a toilet at a ********** 8 minutes away. The cost estimate was obviously ridiculously high, but the woman and her son really had no choice but to proceed with ABC Plumbing given time had elapsed and the work needed to be done. To satisfy my suspicion that the woman was overcharged, I called the ********** store a day later and learned that the cost of the toilet and parts purchased, including tax, was ~$275. This still leaves a $2,415 - $275 = $2,140 that requires an explanation. Labor for 1-2 hours of work? Again, a detailed invoice wasn't provided. Plumbing took advantage of this unfortunate situation. All the elderly woman wanted was a fair price from a trusted plumber. This certainly didn't happened. ABC Plumbing's complaint department was also no help. They were unwilling to provide a detailed cost breakdown or to rationalize the high amount charged. No empathy whatsoever. However, they did offer a $100 senior citizen discount that wasn't applied at the billing stage.

  Business Response

  Date: 10/28/2024

  Dear Mr. ******************** style="font-size: 0.875rem;">We are sorry to hear that you dont see the value in the work that was completed at our customer's home. We conveniently service our customers the same day, in urgent situations, and provide the scope of work, cost, and the customers approval before any work begins. In this case it was the customer, and her son, that approved the repairs and work to be done. They agreed to the toilet replacement, and have not had any issues with the toilet since. Our work comes with industry leading warranties and guarantees and the security of knowing that we will be there when they need us. You were recently working with a member of our Customer Experience Team. They spoke with both you and the customer and there seemed to be no further issues to address at that time.  We stand behind our work and reputation if anything has changed since you spoke with our Specialist last please feel free to give them a call directly. Have a wonderful day.

  Kind Regards,

  The Customer Experience Team

  Customer Answer

  Date: 10/28/2024

   
  Complaint: 22461767
  
  I am rejecting this response because:
  

  ABC Plumbing continues to refuse to give details regarding how they arrived at $2,415. We take exception to the word "urgent", scope of work, and "industry leading warranties" as reasons for excessive pricing. We are talking about replacing a toilet with an off-the-shelf toilet from **********. It was not complicated! No new pipes were installed. The job involved replacing two bolts and a wax ring, and disconnecting/reconnecting a hose. The assessment to determine that a new toilet was necessary was easy the existing toilet was installed in the 1970s! and wasn't working properly. All licensed plumbing companies offer 1-2 year warranties. Please describe what you mean by industry leading warranties? We also never insinuated the need was an emergency but did insist on same day service. What is the premium cost for same day service? We confirmed that several reputable competitors in the area don't charge more for same day service if during regular business hours. The work performed by ABC Plumbing was late morning on a Friday. ABC Plumbing apparently had technician capacity that day and the 86 year old homeowner trusted ABC Plumbing to offer a fair price even in a situation where the technicians clearly could tell the homeowner was distressed and worried. She had no choice but to move forward given time had elapsed and a functioning toilet was necessary. ABC Plumbing should be ashamed at how they clearly took advantage of this unfortunate situation. In addition, it is not correct to say there seemed to be no further issues to address. We did and continue to dispute the inflated charges imposed by ABC Plumbing.  Just for a reference, we called ********** a day later and learned that in the homeowner's zip code, the cost to buy, transport, remove, and install the same toilet ABC Plumbing picked up, provide a warranty for one year, and take away the old toilet, would cost ~$725 (labor plus materials).  ********** also use certified and license plumbers. We would like ABC ********************** to explain the ~$1,700 cost gap? Assuming ABC Plumbing should receive, say a $500 premium over ********** for same day service, please explain the ~$1,200 cost gap? In addition, a very highly reputable plumber who also services the same zip code indicated their cost for parts and labor would have been ~$1,100 for same day service and with a two year warranty. We are requesting a 50% cost reimbursement for the inflated charge.

  Business Response

  Date: 10/30/2024

  Dear  Mr. ***************** appreciate your perspective on this situation for Ms. ****** To be clear the customer and her son were provided the cost up front, prior to the start of the job. We provided Ms. ***** and her son with the options for repair and the costs for each option. It is, at that time, the discretion of the customer to move forward with the work or decline the service. You mention the cost of the parts by purchasing at a big box store, again, this is the cost for that item. That cost does not include parts, labor, warranty or guarantees. The work was completed same day. Ms. ***** signed for both, before, prior to the start of the repair and after, acknowledging their satisfaction with the work completed. it appears that there is no further action need at this time. Thank you and have a good day.

  Kind Regards,

  The Customer Experience Team

  Customer Answer

  Date: 10/30/2024

   
  Complaint: 22461767
  
  I am rejecting this response because:

  ABC Plumbings response doesnt answer any of the questions we requested. They simply continue to sidestep the heart of the complaint, which is that this company knowing took advantage of a situation in which an 86 year old resident, with obvious health issues, needed a toilet replaced. ABC Plumbing was aware that getting a second estimate was simply not an option, so elected to charge $2,415 to replace a toilet which cost $275 to purchase. Total time on site was less than one hour. All the homeowner was asking for was a fair price from a trustworthy plumber. This didnt happen. ABC Plumbing continues to mention warranties and guarantees as to why the price was so high, but refuses to explain what this means and how they are differentiated from competitors. The truth is, EVERY legitimate license plumber offers similar warranties and guarantees. Given the lack of candor being show by ABC Plumbing, and their unwillingness to act in good faith with this BBB complaint, we will seek to file a complaint with the ************************************, as well as assess our legal rights to pursue a reimbursement for fraudulent charges. Most importantly, however, to anyone reading this complaint, please get a second opinion prior to considering using ABC Plumbing. This is not the only BBB complaint filed against them. Do your homework and perform due diligence prior to engaging them. Trust and honesty does not appear to be a value attribute for this company.

• Initial Complaint

  Date:10/15/2024

  Type:Billing 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.

  Got charged $600 for the contractor to do no work besides turn water faucet on and off!

  Business Response

  Date: 10/15/2024

  Dear Geriges,

  We appreciate the feedback regarding your recent service call. The cost for this service was presented before our technician started the diagnostic inspection. This was approved, and signed for, to move forward with the inspection to locate the leak. The description of work clearly states that this is the cost to diagnose and locate the leak. Repairs are an additional charge. Our technician was able to locate the leak and provided all of the information, including photos, to repair the leak. You selected to not move forward with the repairs.  If you would like to discuss this further, or schedule our technician to return and complete the repairs,  I would encourage you to reach out to the ******************************* Thank you and have a good day.

  Kind Regards,

  The Customer Experience Department

• Initial Complaint

  Date:10/15/2024

  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 Monday, October 7 2024, we scheduled a furnace tune-up with ABC Heating and Cooling. During the service, the technician claimed that the heat exchangers had cracks and thus, condemning our unit from use. The ABC technician offered to replace the units for a total of $11,000. Acting in good faith and based on **** professional assessment, we hired JP6 ***************** to replace the heat exchangers. After physically removing the heat exchangers and inspection of the unit, the contractor found no cracks. The contractor believes that the pictures taken were not actually of our unit. He believes the units were incorrectly condemned and the diagnoses was incorrect. We believe there incorrect assessment was made to solicit more services and parts. Please see attachment for the full assessment by the contractor. We also have video of JP6 Services live assessment which is available if needed Based on *** inspection report we paid 1570 to another contractor to fix "cracked heat exchangers" We are seeking the 1570 back from *** for costs paid to the second contractor as the cost were only incurred because they were made based on the report and findings of ABC that were incorrect

  Business Response

  Date: 10/15/2024

  Dear Mr. ****************** appreciate the feedback regarding a recent service call.  It is extremely important for you to understand that our technicians go through a detailed and extensive heat exchanger training program. Your safety and comfort are our main priority. We also stand behind our technicians findings related to heat exchangers with a solid guarantee. While we respect other companies we will not go with another company's diagnosis just because they are saying what a customer wants to hear. Nor will we cover another company's cost for a second opinion as we would expect they would do the same. We value your business and always aim to maintain your trust. You spoke with a member of our Customer Experience Team on October 9th, 2024 and were provided a partial refund, in good faith, of the amount paid for your furnace and AC maintenance from ABC.  If you have any further questions or require additional clarification regarding this matter, please do not hesitate to re-connect with our ******************************* We are committed to assisting you and ensuring your satisfaction with our services. Thank you and have a wonderful day.

  Kind Regards,

  The Customer Experience Team

  Customer Answer

  Date: 10/16/2024

   
  Complaint: 22423534
  
  I am rejecting this response because: We did not hire the other Company (JP6 Services) for a second opinion. We hired them to address the diagnosis that *** provided. If they provided an incorrect or false diagnosis they need to be held accountable for such error. As shown in the documents provided JP6 Services, the pictures provided by *** did not match with the Heat exchanger that was taken out. The second contractor believes they were not images of our actual heat exchanger (please see original attachment provided). 
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 10/19/2024

  Dear Mr. ****************** this instance our technician performed a complete diagnostic evaluation on your system and made the discovery that your unit was compromised. This is a very serious issue and should be addressed immediately. As previously stated, our technicians are extensively trained to identify signs and symptoms of heat exchanger failure, and it's important for you to understand that we have incredibly strict and specific rules surrounding these diagnostics that prevent our technicians from falsifying claims. We understand how distressing these findings can be and our top priority is you and your family's safety. We go so far as to guarantee our diagnostics to protect you and your family should we deem a heat exchanger cracked. 

  While we understand that you have sought out a second opinion, please understand that the most important thing is for you to feel comfortable with the diagnostic. Many other companies fail to put their technicians through the level of training that *** does. Based on this information we would be unable to cover the costs of the second opinion company. We hope this response clarifies our position on these matters. if you have any further questions or require additional information, please do not hesitate to contact us. Thank you.

  Kind Regards,

  The Customer Experience Team

  Customer Answer

  Date: 10/21/2024

   
  Complaint: 22423534
  
  I am rejecting this response because: To whom this may concern. Again, we did not seek a second opinion. I no longer want to correspond with ***. They are not willing and probably will not accept accountability. To whoever is managing this complaint, please understand whether falsely stating that the heat exchanger was cracked or not, they provided an incorrect diagnostic report which caused us to spend 1570 that we did not have to spend. They should be held accountable and we provided supporting documentation demonstrating as such. Given their current rating on the BBB I would think that their account of what happened would not carry as much weight giving that I have evidence supporting that they provided an incorrect report. I would ask that the BBB would help us in recouping the 1570 that we had to spend. If you have any other questions please reach me at ************. Again, I no longer want to correspond with ABC and I am asking the BBB to directly intervene. 
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:09/20/2024

  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 August 21, 2024 I hired *** to come out and assess a leaky tub faucet. I was hoping to get it fixed before I left the country for 2 weeks. The water to the building had to be shut off so we scheduled the work for Sep 4. I prepaid $500 and joined their "club" for monthly fee to receive a discount of $300. On Sep 4, the same technician came back. He replaced the cartridge (which he was sure was the problem), the tub was still leaking, he replaced the diverter and the leak did not subside. He then told me that he would have to open up the wall and the cheapest option for that work was $3,000. I did not have the money and I was shocked. He then charged me $800 more for the work he did and told me I had to sign for it on his iPad. I refused to let him continue with opening up the wall because I did not have the funds. He left, I got two other plumbers #'s from friends and called them. They both said they would only charge $200 for the job. I hired a plumber, he came over to assess the situation. He thought it was probably a faulty cartridge. He came back the following week and did replaced it. The leak stopped. *** is refusing to refund me any money at all and are threatening to charge me even MORE money because I want to cancel my club membership.  

  Business Response

  Date: 09/24/2024

  Dear Ms. ****************** appreciate your feedback and concerns regarding the recent plumbing service you received from ABC Plumbing company. We take customer satisfaction seriously and strive to provide transparent and comprehensive services to all of our valued customers. 

  On August 20th, 2024 our technician was on site and diagnosed the issue and provided options for repair. It was determined at that time that the water source to the building would need to be shut off to replace the cartridge. On this day, you acknowledged the work to be done, and the price, signing off on the job. The technician scheduled the return for September 4th, 2024 as you would be out of town. 

  Our technician returned on September 4th, 2024 to complete the repair. There was no additional charge for the additional work. There was a deposit paid on August 20th, 2024 and the remainder, for the approved work, was paid on September 4th, 2024.

  The work was completed at that time and signed for, confirming that the work was completed to your satisfaction. Regarding an ongoing leak you did not reach out to us to let us know that the leak was continuing. Had you let us know, we would have sent a ***************** technician out to your home to assess this situation for a complete resolution.

  You were working with a member of our Customer Experience Team and the input from management was provided at that time. We regret any inconvenience you may have experienced and hope that this response provides a clearer understanding of the situation. Should you have any further questions or require additional assistance, please do not hesitate to reach out to us directly. Thank you and have a wonderful day. 

  Regards,

  The Customer Experience Team

  Customer Answer

  Date: 09/24/2024

   
  Complaint: 22314486
  
  I am rejecting this response because: The tech was aware that the tub faucet was still leaking after he completed his "repairs." I have tried several times to attach the video I took of the leaky faucet as soon as he was done, but the file is too large. Happy to provide it another way, if necessary. You should see in your records, that once he completed the work, he told me that in order to fix it, I would have to pay at least $3,000 for him to open up the wall of my shower. I rejected this, because I did not have the money and did not trust his opinion. If it was an option for him to call a supervisor or someone else to come out, why didn't he? Instead, he tried to sell me another job. It took me almost two weeks to recoup the money I spent with your company, that did the work but did not actually FIX it. I called two other plumbing companies for a second opinion and both said they would never charge more than $200 for that job. The second ******* I hired came and performed the exact same work your tech did and fixed the leak. 

  Furthermore, my dissatisfaction increased when I spoke 3x with your customer service advocate, ***. He was apathetic and offered absolutely no solutions. He offered me no refund at all and refused to give me the name of his supervisor. Because the tech did NOT actually FIX the leak and your customer service is abysmal, I am now seeking a full refund. 

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

  Business Response

  Date: 09/25/2024

  Dear Ms. ********************* we completely understand your feedback, it is important to know a few things regarding the service provided. Our technician arrived on 8/20 /2024 to assess and complete the necessary repairs. Once on site found that he would need to return to complete this repair. The water to the building would need to be shut off for a short period of time and he would need to get the cartridge. When our technician returned on 9/4/2024, he replaced the cartridge and the diverter. This work was signed off as completed to your satisfaction. Regarding the leaking that occurred, after our technician left the home, we were never called to schedule a technician to return to assess and resolve any issues. There is no way to determine this leaking. You then called another company to make repairs and never provided us the opportunity to make this right. Therefore, as the work, that was approved, was completed there would be no refund at this time. Thank you and please feel free to reach out to discuss this further. Have a wonderful day.

  Regards,

  The Customer Experience Team

• Initial Complaint

  Date:09/11/2024

  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.

  I joined the *********************** at ABC. They continually suggested unnecessary repairs so I resigned May 24th. They received my request and called me to continue. I spoke to the representative and indicated that I was determined to resign. They sent me a form which I completed on May 24th. They now claim that I did not fill out a form which only had my contact information which they already had and continued to bill me for four months. This is a scam process meant to continue terminated services. It is nothing short of a form of fraud. People should be warned about joining a program that makes termination impossible.

  Business Response

  Date: 09/12/2024

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

  We appreciate you sharing your experience. I reached out to you this afternoon, and left a voicemail, to discuss this and inform you of the refund that was processed incorrectly. Please call me directly to confirm this refund. Thank you and have a wonderful day. I look forward to speaking with you.

  Sincerely,

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

  Customer Experience Supervisor

  Business Response

  Date: 09/12/2024

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

  We appreciate you sharing your experience. I reached out to you this afternoon, and left a voicemail, to discuss this and inform you of the refund that was processed incorrectly. Please call me directly to confirm this refund. Thank you and have a wonderful day. I look forward to speaking with you.

  Sincerely,

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

  Customer Experience Supervisor

• Initial Complaint

  Date:08/05/2024

  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.

  ABC Plumbing Heating and Air conditioning installed a furnace model no 58TN0A070C1412 serial no ********** and a AC model ************ serial no 1320E05407 for us in July 2020. Based on the information provided to us from ABC's technician it was not installed correctly, the error resulted in an overflow of water that caused damage to our home. On the evening of June 23, 2024 I noticed a water stain on my living room ceiling, knowing that the furnace and air conditioning unit are located on the floor above I immediately turned off the unit and called for service first thing June 24, 2024. A representative of the company came to my home and diagnosed that the pump that removes condensation had failed. He also advised that the float switch that was purchased and installed by ABC four years ago was not connected to the motherboard. If it had the unit would have automatically shut off to prevent the pump from overflowing behind the unit. As soon as the pump was repaired, and the float switch was connected we started the process of removing the water built up in the ceiling and repairs to the room.

  Business Response

  Date: 08/12/2024

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

  Thank you for sharing your experience. We strive to provide transparent and comprehensive services to all of our customers. We would like to address the issue raised in your complaint.

  After thorough research regarding this issue it has been determined that from the date of purchase, 07/06/2020, until the ************ call on 06/24/2024, there has been no maintenance performed on your HV** system with ABC. If another company has been performing your annual maintenance that would be something that they would need to address.

  Per the manufacturer's recommendation and to uphold the warranty on the unit, it is required that the system have maintenance twice a year. Once for the ** and then again for the furnace. During these maintenance calls the unit is cleaned and the condensate line is cleared as well as the filter being replaced. 

  Regarding the technician's opinion on the unit and being installed incorrectly, there is no way for that to be determined after the unit has been working, with no issues, for the last 4 years. 

  Should you choose to discuss this further, please feel free to reach out to ********************************** directly. Thank you and have a wonderful day. 

  Regards,

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

  Customer Answer

  Date: 08/16/2024

   
  Complaint: 22092335
  
  I am rejecting this response because:  The response does not address that damage was a result of the float switch not being connected at the time of installation.  The device if installed correctly, not just placed on top of the unit would have prevented any flooding due to a malfunction of the unit. We paid for this item as part of the purchase and installation of the air conditioning unit. 
  Also your statement that I should reach out to ********************************** directly is laughable. Before submitting a claim with the BBB I emailed your ****************************** three times July 3, July 22 and July 31st with no response before contacting the BBB on August 5th.   

  We have been long time customers and are appalled at the level of quality of service with Sales, Installation and **************** with this last purchase. 

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

  Business Response

  Date: 08/21/2024

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

  Thank you for your response. However, it is important to understand that the maintenance of your system is extremely important. Not only to uphold the warranty but also to provide the longest life to your HVAC system.

  Regarding the damage, it is indeed crucial that such components are correctly installed to prevent any future situations. In this case, with no service in 4 years, there is no valid way to determine the unit has not been working properly. There has been no maintenance with ABC since the installation in 2020 and no service calls, in that time, stating that there is/ or was an issue.  With yearly maintenance this would have been discovered, addressed and resolved. Possibly avoided altogether. 

  We hope this response clarifies our position on this matter. If you have any further questions or require additional information, please do not hesitate to contact us. 

  Sincerely,

  The Customer Experience Department

  Customer Answer

  Date: 08/21/2024

   
  Complaint: 22092335
  
  I am rejecting this response because: throughout this process the company has refused to accept any responsibility for their fault. We will be taking another course of action.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/02/2024

  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 is one of few companies that refuse to be paid by the insurance company. Instead the customer must pay first and then wait to be reimbursed by their insurance company. WHY would they want to do this you might ask? Because theyre overcharging and know that insurance companies are going to ask for breakdowns of work done to ensure the price adds up. Well, lets just say, not only did ABC not give me my veterans discount that I asked for, *************************** and his friend or coworker overcharged me $1,500 for a $2,500 job, meaning I paid exactly $3,953 for a job that costs $2,500. Not only did they refuse to provide a breakdown to my insurance company because they only offer a set price per job, which is also bs, they cant even explain WHY the job cost as much as it did. Please avoid this company at ALL COST. And Ill see you all in either small claims or a lawsuit because its ridiculous.

  Business Response

  Date: 10/08/2024

  Dear Ms. ****************** you for taking the time to provide your feedback. We take customer concerns seriously and appreciate the opportunity to address these matters.

  Regarding insurance claims, we will always provide our costs to insurance companies, when requested. Our pricing structure is flat rate. This enables the customer to make an informed, educated decision on their home repair needs and is presented to the customer, up front, before any work begins. Should the repairs require additional time or additional work not assessed, the customer will not pay any additional amount. Also, our pricing aligns with industry standards and includes industry leading warranties and guarantees as well as many other benefits designed for the customer's satisfaction. 

  On August 27th, 2024 you spoke with a member of our Customer Experience Team and a Veteran's discount and a courtesy compensation credit was refunded and applied back to your form of payment. 

  We hope this response clarifies our position on these matters. If you have any further questions or require additional information, please do not hesitate to contact us. Have a wonderful day.

  Kind Regards,

  The Customer Experience Department

   

   

  Customer Answer

  Date: 10/08/2024

   
  Complaint: 22085382
  
  I am rejecting this response because: A pricing breakdown was not provided to my insurance company which is why Im out out of the extra $1,200. If you all record conversations you may want to go back and listen to them very clearly: what was stated is that the price is a set price and does not break down WHY its that price. The only thing that was provided to my insurance company and myself is a document with one stated price. Also, the veterans discount was to be applied when the purchase was conducted and wasnt which is why I had to call and ask for it again. A courtesy credit never happened, unless youre referring to the veterans discount. You all gave me the $90 something dollar credit for the veterans discount because thats what your representative told me the veterans discount was and upon finding out that it wasnt and was actually lower than the $90 odd dollar amount I was promised, he informed me theyll just stick to the $90 something dollar I was told since it was an error on you guys end. So no, a courtesy credit never happened. The veterans discount that I was promised it what happened. 
  Attached is the document given to myself and my insurance company, regardless of my insurance company asking MULTIPLE times for you all to just provide something that broke down the price so that I could be completely reimbursed you all continued to send this. Does this seem like a breakdown to you because its clearly not. Your flat rate is clearly not a fair rate within the industries and instead of just saying that and owning it, you continue to give the runaround. You all price gauged and thats why you give a flat rate because even you all cant explain why the price was $3,953.
  Sincerely,
  
  ****** *****

  Business Response

  Date: 10/08/2024

  Dear Ms. ****************** we appreciate your attention to this, we would like to be clear that we are a flat rate company. Flat rate meaning that all is included with that one price and approved by the customer before any work begins. So while we understand your frustration, it is not possible for us to give you something that we do not provide.  

  Regarding your refund, you were provided a 5% Military refund of $97.65 and the $100.00 refund was the courtesy compensation. This was a total refund of $197.65. This amount was approved, by you, during your conversation with our Customer Experience Specialist, and applied back to your method of payment on August 27th, 2024.

  We regret any inconvenience that you have experienced and would be happy to discuss further should you choose to do so. Thank you and have a wonderful day. 

  Kind Regards,

  The Customer Experience Department

   

  Customer Answer

  Date: 10/08/2024

   
  Complaint: 22085382
  
  I am rejecting this response because: Youre only confirming what I said in my message. You claimed that a breakdown could be offered to my insurance company upon request but then go on to say that youre a flat rate company and there is no breakdown. And in regards to the price being approved by the customer, well seeing as were not knowledgeable in the work being done, obviously wed approve the price BELIEVING that you all would be honest and fair in your pricing. I did make a mistake in my last post as the $197 was the original promised amount in regards to my veterans discount but then you all told me that you made a mistake and the amount would have normally equated to about $97 but youre going to HONOR the original veterans discount promised of $197. There was no courtesy credit, that was you all honoring the amount I was originally promised as a veterans discount to begin with. This entire issue is because you all are price gauging and hiding it within the perimeter of a flat rate. My insurance company specifically said the amount for that job is no where near the amount charged and you all had the audacity to say that the high amount was because of the quality of the warranty. The fact of the matter is, this company needs to be avoided at all cost. If you would have provided the asked for breakdown that you claim you all offer to insurance companies upon request, I wouldve been properly reimbursed but you didnt because you knew that the numbers were not going to make sense to the insurance company. You all dont even accept payments from insurance companies, words straight from the mouth of your worker ******* who did the work on my property. I wonder why? Maybe because the insurance company would never approve such ridiculous prices. That is why you all only accept payment from customers and then tell them to go through their insurance companies because you know were not going to know were being ripped off and then just settle for the insurance company cutting short checks. No matter how you try to beat around the ****, you all operate under bad faith and Ive escalated this matter to multiple agencies. 
  
  Sincerely,
  
  ****** *****