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:08/01/2024

  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 or around May 22, 2024 ABC was called out to fix a leak in the kitchen faucet. They said it was the garbage disposal and replaced it charging me $1117.80. Upon turning on the faucet 2 hrs after they left, the leak was still there. I immediately called ABC and told them of the same leak occuring, and they sent someone out about 4 days later, and the worker said the faucet needed to be replaced. The worker told me to buy a faucet and he would come back to remove/install it. The worker came back 2 days later and removed/replaced the faucet and the leak which had been initially asked to be fixed, was now fixed. That same day, I stopped payment on the check for the unneccessary work on the garbage disposal. They contacted me, I explained the issue, and multiple phone conversations and emails occured. I offered to pay for the faucet and work for the faucet, and the garbage disposal, which was not needed...a perfectly good and well working disposal was unneccessarily removed. I have all email conversations that took place.

  Business Response

  Date: 08/04/2024

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

  Thank you for reaching out and providing a detailed account of your experience. I apologize for the inconvenience and frustration youve encountered.

  Our technician was called to your home on 5/17/2024 and diagnosed the leaking and overall situation. You were then presented the options for the complete repair. It was determined, at that time, that the garbage disposal was showing signs of age and grinding which could possibly be a contributing factor in the leaking situation. The work for the garbage disposal was not unnecessary. The options for complete repair were presented and were approved to complete. We stand behind our work 100% and provide industry leading warranties and guarantees. 

  It is noted that you were working with a Customer Experience Specialist to resolve this situation but were unable to do so. It is disappointing that we were unable to come to an agreeable resolution. 

  Please call the ****************************** if you would like to discuss this further and possibly come to some sort of amicable arrangement. Thank you and have a wonderful day.

  Sincerely,

  The Customer Experience Team

   

   

  Customer Answer

  Date: 08/06/2024

   
  Complaint: 22078642
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

  Customer Answer

  Date: 08/11/2024

  ******* HAD ME PAY FOR A NEW GARBAGE DISPOSAL WHEN IT WASN'T FAULTY. THEY MISSED THE CAUSE OF THE SINK LEAK THEY WERE CALLED OUT TO REPAIR. THEY ARE USING THE EXCUSE THAT I OK'D THE WORK, HOWEVER I AM NOT THE EXPERT,  I TRUSTED THEM THAT WHAT THEY SAID WAS CORRECT. WHEN THE LEAK PERSISTED WE CALLED THEM THE SAME THEY AND TOLD THEM THE SINK  HAD THE EXACT LEAK WE CALLED THEM OUT TO FIX.  THEY THEN CAME OUT AND SAID IT WAS THE FAUCET. THEY HAD ME GO TO THE STORE AND BUT THE NEW FAUCET WHICH THEY INSTALLED--THE LEAK STOPPED! I OFFERED TO PAY FOR THE CORRECT WORK, THEY REJECTED IT 2 TIMES, I HAVE THE EMAILS TO PROVE IT.

  Business Response

  Date: 08/12/2024

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

  Thank you for reaching out and providing a detailed account of your experience. I apologize for the inconvenience and frustration youve encountered.

  Our technician was called to your home on 5/17/2024 and diagnosed the leaking and overall situation. You were then presented the options for the complete repair. It was determined, at that time, that the garbage disposal was showing signs of age and grinding which could possibly be a contributing factor in the leaking situation. The work for the garbage disposal was necessary. The options for complete repair were presented and were approved to complete. We stand behind our work 100% and provide industry leading warranties and guarantees.

  It is noted that you were working with a Customer Experience Specialist to resolve this situation but were unable to do so. It is disappointing that we were unable to come to an agreeable resolution. Please call the ****************************** if you would like to discuss this further and possibly come to some sort of amicable arrangement. Thank you and have a wonderful day.

  Sincerely,
  The Customer Experience Team

  Customer Answer

  Date: 08/27/2024

   
  Complaint: 22078642
  
  I am rejecting this response because: This matter is far from settled.

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

  Business Response

  Date: 09/01/2024

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

  We appreciate your response and your stand on this matter. However, the facts remain. The work was presented for approval prior to any work being completed. The work was signed off on, acknowledging your approval to move forward with this work. The work has been completed and no recurring issues have followed. 

  As previously stated, we stand behind our work with industry leading warranties and guarantees. If you would like to discuss this further I encourage you to re-connect with the Customer Experience Specialist that you were working with previously. If you would choose not to do so, unfortunately, it seems that we are at a stalemate. Thank you.

  Sincerely,

  The Customer Experience Team

• Initial Complaint

  Date:07/31/2024

  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.

  I am writing on behalf of my senior citizen mother. ABC engages in unethical business practices such as charging customers an excessive amount of money, failing to provide customers with estimates/invoices unless requested and taking advantage of the senior citizen community. After reading reviews, it is evident that I am not alone in this situation. On 5/18/24 we called ABC because two of her toilets were leaking around the rim and a leaking spigot outside. We requested the service provider call me prior to doing any work in order to know the estimate. On 5/20/24 I did not receive one phone call while they performed their services nor an estimate for any of the work like I had requested. My mom paid $4,700.00, which included a $300.00 discount for being in the ************************ They installed two Toto toilets and did something to the bathtub (because it was draining slowly). They looked at the spigot and there was nothing they could do. I called the customer service department that day to complain and request an invoice. On 5/21/24 a representative from ABC told me my mom was shown her options on an iPad and she agreed to it. My mom does not recall being shown anything on an iPad. There continued to be issues. ABC came back on 5/21/24 and 5/22/24. This time my mom called me and I was able to speak with the service provider throughout some of the repair process. He was not able to provide me with an estimate because "we just don't know until we start opening things up". They replaced 2 P- traps, cut out waste and overflow/install new one and rodded out the shower drain. They cut about a 2' section through the wall of one bathroom and about a 5' section in the family room ceiling. This visit cost my mom $3,434.00. In all, she paid $8,134. I wrote a letter outlining their unethical practices. The letter I received back from the customer experience representative was insulting. We were offered a discount of $150.00 "in good faith".

  Business Response

  Date: 02/17/2025

  Thank you for reaching out regarding the concerns involving Ms. ******** ****. We take all feedback seriously and aim to address any issues comprehensively and transparently.

   

  First, we want to clarify that at no point did we engage in any predatory or illegal practices. ABC Plumbing Sewer Heating Cooling and Electric has been committed to ethical business operations throughout our 75-year history. Our aim has always been to provide reliable services to our community, including our elderly customers.

   

  Regarding the situation with Ms. ***** our technician provided a straightforward resolution, which involved replacing and sealing two toilets. This was based on the condition of the existing units and the necessity for proper function and safety. Only one option was presented because it was the most effective and immediate solution to the problem observed.

   

  We understand your request for documentation related to our pricing structure. However, please note that our flat rate price book, which is proprietary to our business, is not typically shared externally. Our pricing considers various factors, including labor, materials, and operational costs, ensuring we remain competitive and sustainable in our market. Our pricing reflects our commitment to providing quality service at a fair rate, balancing customer affordability with our business needs.

   

  The approval of the work performed was confirmed with Ms. ***** clear and valid signature on the agreement. This signed agreement serves as documentation of her consent and approval of the services provided.

   

  We would like to address the notion of "peace of mind" in this context. Our guarantees and warranties are designed to provide reassurance about the quality and reliability of our services. We regret any misunderstanding or dissatisfaction that may have arisen, and we remain committed to resolving this matter amicably.

   

  While we maintain that our actions were appropriate and within legal and ethical boundaries, we have nonetheless decided to process the $150 additional discount as a gesture of good faith. This decision is to demonstrate our commitment to customer satisfaction and to facilitate a positive resolution.

   

  We believe there is no basis for litigation as all procedures and agreements were conducted above board and with full transparency. However, should you wish to discuss this matter further, we are open to continuing this dialogue to ensure all concerns are addressed adequately.

   

  We hope this clarifies our position and the actions taken. Should you have any further questions or require additional information, please do not hesitate to contact us directly.

   

  Kind Regards,

   

  The Customer Experience Team  

• Initial Complaint

  Date:07/30/2024

  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.

  My tub was leaking in November of 2021. I called ABC. They cut through my ceiling and "fixed" my tub. I paid $800 to have my ceiling fixed. In May of 2024, it was leaking again. I called ABC and they sent a plumber and a supervisor. They both confirmed that the leak was caused by an error the previous ABC plumber (who apparently had been fired, which was more information than they should've told me) created. It was still under warranty and their fault, so they agreed to fix it. They cut into my ceiling again and "fixed" my tub. They confirmed that they would also fix my ceiling, since it was their fault for having to cut into it again. I was told that I would receive a call about my ceiling. I never did. I called them. I was then told that they don't do drywall and they can't fix my ceiling. I explained the situation to them, they apologized and stated that someone would be giving me a call before the end of the day to schedule. I received nothing and called them 3 days later. I was told again that they didn't repair drywall. I explained the situation again and was told that I would receive a call to schedule the fix. I did not. I called back the next week and was told the same thing. I explained AGAIN and was given an apology and asked to send a picture of my ceiling. I sent pictures to ************** on July 18th. I hadn't heard anything else. I called again on July 22nd. I was told that they had a 3rd party company that they have a contract with for drywall and that I would be given a call back. I did not. I called again today (July 30th) and was told that their notes say "customer was told that ******* would not be covered. Customer upset." I also called ABC 3xs to come and look at my toilet. They claimed that there wasn't anything they could do because it was fine, yet the only way my toilet will properly flush is if I take the back of it off. Doesn't sound like nothing is wrong to me. They are a HORRIBLE company, and their customer service is terrible.

  Business Response

  Date: 07/31/2024

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

  Thank you for sharing your experience. Our number one priority is customer satisfaction and we stand behind all of our work.

  Based on our information you are now working with a Customer Experience Specialist to take care of the damage caused by the leaking. If the toilet issue is still existing I encourage you to inform the specialist, that you are working with, to have a senior technician or ************* Manager return to address and correct this issue. 

  Sincerely,

  The Customer Experience Team

  Customer Answer

  Date: 08/02/2024

   
  Complaint: 22065899
  
  I am rejecting this response because:
  

  We have been assigned a contractor to repair the ceiling, however he has been too busy to complete the service. He states that he will be here Sunday to fix the ceiling, but he has changed the date 3xs. I understand his schedule being a packed one, however our issue with the company that contracted him is not resolved. 

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

  Business Response

  Date: 08/21/2024

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

  We appreciate the feedback and understand the frustration when dealing with damage repairs. 

  Based on the information in our system it was confirmed, by our Customer Experience Specialist, that the ******************** repairs have been completed. 

  Regarding the damages and the contractor it was disappointing to hear that your appointment was scheduled three times. It was confirmed, at a later time, that all has been taken care of as of today.

  We are committed to providing 5 star customer service so if you have any questions please call the office. Thank you and have a wonderful day.

  Sincerely,

  The Customer Experience Team

  Customer Answer

  Date: 08/21/2024

   
  Complaint: 22065899
  
  I am rejecting this response because:
  

  I was also disheartened by the fact that the appointment was rescheduled on several occasions, especially after weeks of fighting with ABC. Though the man that was assigned to fix my ceiling was nice, he was not qualified to do such work. He had a hand sander, not electric, and he didn't do an adequate job of sanding before painting. He also used a slightly different paint color. The paint color difference can't be seen as much as the uneven ceiling or where the plaster was dripping. The hole was covered that ABC created, however it's very clear that there was work done in that spot from the appearance of the repair.

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

  Business Response

  Date: 08/26/2024

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

  Please accept our apologies on the scheduling and re-scheduling issues that you have encountered. We aim to maintain our schedules efficiently, and we're disappointed that your experience did not align with our intentions. In the future please contact the ****************************** and we will work directly with you for any appointments that you would like to schedule.

  Regarding the repairs completed by our contractor: Our contractor was on site at your home and confirmed that all looked great and you were satisfied prior to leaving your home. There was also a discussion regarding the color of the wall as it is very close to the wood burning fireplace. That color difference also had your approval. If there is any issue with the area we will be happy to have the contractor return. Please reach out to the office and we will coordinate that return. Have a wonderful day. 

  Sincerely,

  The Customer Experience Team

• Initial Complaint

  Date:07/16/2024

  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.

  I paid abc business ***** dollars to install 50 gallon water heater in my basement in 50 gallon expansion tank. to in stall emergency stop handle! PLUMERS DID GOOD WORK. in the contract its states I will receive ****** dollars for my membership in the ultimate advantage club,****** dollars for me being a senior citizen,****** dollars for my military discount abc refuse to pay! ****************************** abc employees send a link on my computer it read you have to cancel in writing? I am cancelling my ultimate advantage club membership as of today June ******. *************************** *********************************************************. abccompany-abc-plumbing-sewer-heating-cooling- electric.abc are taking ***** a month from checking account, I cancel my member ship June 5 2024.

  Business Response

  Date: 07/31/2024

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

  Thank you for sharing your experience. Based on our history we did provide a refund of $349.00 total. As previously discussed, $200.00 was applied back to your financing and the $149.00 was refunded back to your form of payment. 

  Regarding your *********************** Membership I will cancel it effective immediately. I apologize for any miscommunication. Based on our conversation I was unaware that you were interested in canceling your *********************** membership.

  If you would like to discuss this further I encourage you to call ********************************** directly. Thank you and have a wonderful day.

  Customer Answer

  Date: 08/04/2024

  ******
  Complaint: 21998922
  
  I am rejecting this response because: I *************************** cancel my ultimate advantage club member ship on June ******. ******I email customer service *** ****** ****** ****** ****** ************************* on June ****** at 8:53am she said she would cancel my member ship in thirty days.i won't my refund #**.94 cent, in #***.00 military discount you refuse to pay. ******* membership you gave #***.00 discount, senior discount #***.00,i paid #***.00 dollars to the city of ******,il for permit to install water heaters I call city of aurora same day you install the water heater customer *** told you me you don't need a permit to install water heater. total #***.00,military discount #***.00 pay up!
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/12/2024

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

  We have provided the requested credit amount as follows:  a $200.00 credit was applied to your financing on 06/21/2024, we also provided a refund of $149.00. That was applied to your form of payment and in this case, a **** card. 

  The request has been completed. Please call the office if you would like to discuss this further. Have a wonderful day.

  Regards,

  The Customer Experience Department

• Initial Complaint

  Date:07/16/2024

  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.

  it's 6:55 am on 7/ 15/2024 I called *** ******************** and air for a service call, the woman on the phone asked for my info, you know the drill, she then asked ( what year the ac unit was) I told her it was a 1998 original to the 1998 build of this house, she then said somebody would call me in a couple hours to let me know they are coming, and that whoever was coming would have everything on his truck to do most everything short of replacing the entire unit, this is important when the woman asked me the year of the ac unit, this means she will know WHAT TYPE OF FREON it would need, otherwise what's the point in asking what year it was so I was then sent an Email showing the person that was coming to service the ac unit on 7 /16/2024 approximately 1:30 pm a service man from *** ******************** and air came to fix my ac unit outside spends around 6 *****, taking photos of furnace and the ac unit, another few ***** checking the unit itself then tells me it needs a freon charge, but I do not have it with me, charges me 30 $ tells me he can come back with the freon @ another service charge of 30 $ I told him do you think I'm a moron , freon is the one thing that's in abondance on ALLLLL service trucks I then was ****** and just gave him the 30 $ a 20 and a 10 dollar bill he asked me to sign my name on his hand held screen , declined and asked him to leave the property, and here we are if some kind of camara footage is needed I have chamars facing all over my house ****************** voice activated I think this was a scam from the start, an hour later king ******************** and air showed up and had the ac unit working perfect in less the n 45 minn I don't care about the money I just want people to know how to many of these company's work to rip off the Comsumer thinking they don't know any better, AND MOST DONT, myself I have been in the trades for 28 years and know EXACTLY how these company's rip off hard working Americans

  Business Response

  Date: 07/31/2024

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

  Thank you for sharing your experience. Our technician, based on the notes, did explain the situation and the refrigerant age. It is important for you to understand that our technicians do not carry that type of refrigerant on their trucks due it being phased out.

  Regarding our customer service operator, they are unable to make a determination on a customer's unit over the phone. They take all of the information from the customer and enter it into the system. From there our technician is dispatched to the home to observe the situation and then provide the customer with the best options for a resolution. 

  Please reach out to the ****************************** directly if you would like to discuss this further. Thank you and have a wonderful day. 

  Sincerely,

  The Customer Experience Team

• Initial Complaint

  Date:07/14/2024

  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.

  On 6/23/24 I had a technician come out and rod out a blocked sewer line. He cleaned the blockage by removing the blocker/check valve going into the house. His suggestion was to get a camera technician out to view what other problems may be in the line. The camera technician came out on the same day. After review he suggested that we do hydro jetting of the line but first remove the blocker/check valve. This information was put into his work order for the hydro jetting technicians. On 6/26/24 the hydro jetting technicians showed up. When they arrived I told them what the work order stated that the blocker/check valve needed to be removed. The work order that I approved stated " Attempt a hydro jetting from the outside clean out towards home and main. Remove flapper before beginning ". They started routing without removing the blocker/check valve. A short time later they were knocking on my door wanting to get into the basement. When we went downstairs the hose was shooting water all over the floor and the cover over the housing that the check valve sits in was blown off sitting a couple feet away. The check valve and cover are damaged, the bolts holding the cover are stripped. A short time later they left without repairing their damage. I am not sure they completed the routing out of the main to the street.I have called every day, several times a day, since 6/26/24 with no response from *** other than someone will get back to me. I am a preferred customer spending several dollars a month for premiere service. This is not what I am receiving. If *** responds to this review and apologizes don't just tell me to call the Customer Experience Team. I have done this for a week and a half, it does not respond. You have all the referrals and emails sent by your customer service center to your Customer Experience Team.

  Business Response

  Date: 07/31/2024

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

  Thank you for sharing your recent experience. After speaking,  we scheduled our ************* Manager to return and assess the job that was completed and confirm that all is in proper working order. His suggestion was to have plumbing technicians return to seal the areas that needed to be sealed but all other aspects of the job were complete. Our plumbing technician, and a Supervisor, returned the next day to make those adjustments. I have attempted to reach you to discuss the service and confirm that you are satisfied. 

  Please reach out to the ****************************** to discuss and resolve this situation. Thank you and have a wonderful day.

  Sincerely,

  The Customer Experience Team

  Customer Answer

  Date: 07/31/2024

   
  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,
  
  *****************************

• Initial Complaint

  Date:07/10/2024

  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.

  On May 16, 2022 ABC Plumbing Sewer Heating Cooling and Electric came out to fix my air conditioner by replacing the capacitor. The total cost of the repair was $273.97 and the technician they sent out was ************ Two years later on July 3, 2024 same problem happens again so I called 4 Seasons air conditioner company since they was able to come out the next day. They came out on July 4, 2024 to look at my air conditioner to find out that the capacitor was installed wrong causing it to go bad. The technician told me it shouldnt have went out that quick and that it should have lasted between 5-10 year. I told the technician that I had just got a new one in 5/2022. The same day I called ABC about my complaint and was told that a technician will be returning my call. I didnt hear from nobody. I called back on 7/5/2024 to talk with someone else. They listened to my complaint and sent it over to the department that handles that and assured me that someone will reached out to me within 24hrs. As of today 7/10/2024 I have not heard anything from nobody. I had to end up purchasing another capacitor from 4 Seasons. I simply just want to be reimburse for the faulty install or at the least half of what I paid for the item to be replaced again.

  Business Response

  Date: 07/31/2024

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

  Thank you for sharing your experience. It is important to know that we stand behind our work. While we respect the other company's diagnosis, and based on the information provided, we are unable to determine the actual issue with the part purchased. We will always return to address any issues or make any corrections necessary. 

  If you would like to discuss this further I encourage you to reach out to the Customer experience Department. 

  Sincerely,

  The Customer Experience Team

  Customer Answer

  Date: 07/31/2024

   
  Complaint: 21967821
  
  I am rejecting this response because: I spoke with someone over a week ago and was told that I will receive a good gift card in the and I have yet to receive them.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 09/04/2024

  Dear Ms. **************** style="color: rgb(24, 50, 71); font-size: 14px; font-family: Calibri, arial, sans-serif;">

   

  While we appreciate your position on this matter it is important for you to understand a few things regarding this repair. We cannot confirm another companys diagnosis on our repair and/or installation. We stand behind our work 100% and will return to make any necessary repairs when needed. This particular part was installed 2 years ago. Based on that information it is difficult to determine the cause of this situation.

   

  Recently you were working with a member of our Customer Experience Team. At that time, the specialist informed you of our protocol and warranty on parts that we install. It was then agreed that you would receive gift cards for the situation and to resolve the concern.

   

  Should you have any questions regarding this or require additional information, please do not hesitate to reach out to us. Thank you.

   

  Kind Regards,

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

  Customer Experience Supervisor

  Office: **************  |  Direct: *************

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

  Customer Answer

  Date: 09/04/2024

   
  Complaint: 21967821
  
  I am rejecting this response because: Its been well over a month since I talked to someone in customer service and they assured me that I would receive a gift card. I have not received a gift card as of this date. Also the day of installation no one from that company mentioned to me anything about a warranty for the part.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 09/12/2024

  Dear Ms. ******************* accept my apology for not receiving the gift card yet. I will again place one in the mail today and check with you in a week to confirm that you have received it. Also, I will send the warranty information in the same envelope as the gift card. Thank you for your continued patience. Have a wonderful day.

  Sincerely,

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

  Customer Experience Supervisor

  Customer Answer

  Date: 09/16/2024

   
  Complaint: 21967821
  
  I am rejecting this response because: I have yet to receive the gift card. I was sent this email on 9/4 and today it is 9/16. I was told from the most recent response that I will receive a phone call in a week to see if I received the gift card and also information regarding their warranty policy. Im very disappointed in this business.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 09/16/2024

  Dear Ms. **************** response to the previous complaint stated that I will reach out to you in a week. To date it has been 4 days since the response was sent. I will be in touch with you, this Thursday 9/19, which is one week as previously stated. However, I am concerned that you have yet to receive the gift card and warranty as of today. Have a wonderful day and I will speak with you on this Thursday.

  Regards,

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

  Customer Experience Supervisor

  Customer Answer

  Date: 09/23/2024

   
  Complaint: 21967821
  
  I am rejecting this response because:
  I finally received the warranty via email in 9/19 and also it by mail on 9/23. ******* ****** was suppose to get back in touch with me about everything on the 9/19 and I have yet to hear from her. When I last heard from ******* ****** I made her aware that I have yet to receive the gift card. As of 9/23 I have not received the gift card.
  Sincerely,
  
  ***** *****

  Business Response

  Date: 09/24/2024

  Hello Ms. ****************** you for confirming that you have received the warranty paperwork. You were working with a member of The Customer Experience Team already and I did not want to interfere. The Specialist sent the gift cards in the mail to you at the same time as the warranty paperwork. 

  To avoid missed conversation please call me at your convenience. My direct phone number is **************. I am i the office until 4:30 pm daily. thank you and I look forward to speaking with you soon.

  Regards,

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

• Initial Complaint

  Date:07/05/2024

  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.

  On Monday July 1, 2024 I was overcharged for a home visit regarding a plumbing issue and have called NUMEROUS times ( sometimes 2-3 times a day) to discuss this matter and get it resolved. I have YET to receive a response

  Business Response

  Date: 07/20/2024

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

  We appreciate sharing your experience. It is important to know that we are a flat rate company. Flat rate insures that the customer will not be charged anything additional during the work being done. the price also remains the same should the repairs take five minutes or five hours. 

  Based on our notes it seems that you and our Customer Experience Specialist did come to a resolution. Please feel free to call the office should you require any additional assistance. Thank you and have a wonderful day.

  Regards,

  Customer Experience Team

• Initial Complaint

  Date:06/26/2024

  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.

  The sales person measured for a furnace and miscalculated so the installation did not happen on the day scheduled. A new date was set and a different size unit was ordered. The salesperson texted me the new date and the updated paperwork had the same date. On the day of the new installation date, no one shows up. We call for hours to find out what is going on.. the salesperson informs us that the date was put in incorrectly but that he will speak with his manager to discount the total cost. On the third attempt, the furnace and a/c unit were installed. We financed the hvac system based on the terms that the salesperson told us. 120 months at 9.9% or if paid in 5 years, the interest rate would drop to 5.9%. At this point, *** plumbing is not responding to phone calls and not honoring the discount and not honoring the terms of the financing.

  Business Response

  Date: 07/20/2024

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

  Thank you for sharing your recent experience. I would suggest that you call our office as soon as possible. However, it appears that you were working with one of our Customer Experience Specialists and the issue was addressed and resolved. 

  If you have any additional concerns I invite you to call the office and request to speak with a member of our Customer Experience Department.

  Thank you and have a wonderful day.

  Regards,

   The Customer Experience Team

   

• Initial Complaint

  Date:06/26/2024

  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.

  I am writing this complaint on behalf of my mother, *******************************, who is 93 years old and my aunt, *********************, who is 81 years old. My mother has some dementia, but lives in a two flat that is owned by both her and my aunt. On 1-18-24, my aunt contacted *** Plumbing (*** call #***********) as her hot water tank was leaking and she had a pipe that led from the back yard spigot into the utility room that had frozen and broken. They also suggested to them that they re-pipe as they had approximately 25' of metal piping and they stated it should be replaced with copper. They had quoted my aunt and my mom $14,137.00 (which is more than double the price of any other shop that I checked with). My aunt and mom agreed to it as they were afraid that the area would flood. I found out about it later on after they had signed the agreement. I went there and as long as they were there I asked them to place a space heater in the upstairs stairwell so the pipes would not freeze again. They charged me $4556.00, which I paid with a check for the full amount. My aunt and mom had agreed to finance the other portion through ***** Fargo. When they got the bill from ***** Fargo, it was for $18,693 (which is both combined). I appealed it with ***** Fargo and *** plumbing stating the above, but they denied our appeal (I provided them with a copy of the check that *** deposited for $4556.00). They are now saying that the plumbing was $18663 and that they had discounted the $4556. I have a bill that was sent by **************** on 2-12-24 that breaks the costs down to $14137.00 for plumbing on 1-27-24 and $4556 for plumbing and heating on 2-7-24 (which is when they completed the installation of the heater).

  Business Response

  Date: 07/20/2024

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

  While we appreciate you sharing your mother and aunt's experience it is important to understand that all work is presented to the customer before any work starts. The customer is provided all information and pricing so the customer is able to make an educated, informed decision on their home maintenance and repairs. It is not our ability to determine a customer's mental capacity. 

  I see that you were working with a Customer Experience Specialist in January of this year. She attempted to reach you, after presenting this to management, but was unsuccessful.

  If you would choose to discuss this further I encourage you to reach out to our ****************************** at your convenience. Thank you and have a wonderful day.

  Regards,

  The Customer Experience Team

  Customer Answer

  Date: 07/22/2024

   
  Complaint: 21904486
  
  I am rejecting this response because:  I have tried to speak to them directly and has my 80 year old aunt.  They have repeated told us that the check that I paid them (which happens to be for the same exact amount that they are overcharging) was for a different work.  Even in their bill it shows the two separate charges which were completed two separate days, which was the two dates that they finished the install for the hot water tank and the install of the heater.  I would prefer to have a mediated conversation with them so there is an impartial witness to what is being said.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 07/31/2024

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

  After researching this issue further it appears that the customer, *********************, selected option #2 as well. This was selected after the initial approval and repair. This repair is not for the first floor unit, where the original work was completed, but for the 2nd floor unit. All costs and options were presented and approved by the customer prior to any work being completed. All of this information was explained, in detail, and sent to the customer via email.

  Please reach out to the ****************************** if you would like to discuss. Thank you and have a wonderful day. 

  Sincerely,

  The Customer Experience Team

  Customer Answer

  Date: 07/31/2024

   
  Complaint: 21904486
  
  I am rejecting this response because:

  Although she may have picked option 2 as stated in their response.  Im sure it was not clearly explained to her as she is 80 years old and barely speaks English.  On top of which they cashed a check that I made out for $4556.00 and have not given us any credit for it.  The check for $4556, which I have sent copies of was not a charitable donation.  It was payment for the work done upstairs, which is the agreement that ****, the sales person there and I came to.  I have numerous texts from him saved that shows this.  As a matter of fact, they should check their records as I called to complain about the job that was done.  They placed the heater in the wrong spot and used an over size heater which **** said costed $300.00 extra.  He told me that he would work on refunding the difference.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 07/31/2024

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

  The cost charged for the work performed on the first floor unit was the cost that was presented, explained and approved by the customer. The charge of $4,556.00 was for the work done on the second floor unit, which the customer chose as an additional repair. As previously stated, the additional charge was for additional work. These items have been explained and presented to you by our Accounts Receivable team.

  Regarding your mother and aunt, our technicians do not have the capacity or ability to determine a customer's mental state. This responsibility would be with the customer's family or representative. If there is a language barrier that would be an additional reason to have a family member present when making important decisions. 

  Please reach out to the *************************** for additional information or explanation. Thank you.

  Sincerely,

  The Customer Experience Team