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:03/07/2024

  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.

  Merchant came out to correct sewer problems. Original contract provided an estimate of ******* but when the technician came out, I was told that the cost to repair 2 pipes would be $11270. When I said I would have to think about it, I was told that's fine but if we have to come back out it would be $22000. I should have walked away then, but I agreed to have them repair the shorter pipe. They are now trying to charge me the complete cost, even though only one pipe was repaired. I have told them that I am willing to pay the $3445 for the cost of the repair for the smaller pipe. However, they want the cost for both pipes, even though a repair was not done on the longer pipe. They have threatened to place a lien on my property.

  Business Response

  Date: 03/17/2024

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

  We appreciate your feedback regarding your recent experience. 

  When we spoke last week it was established that the work has been completed and the pricing was accurate. This has also been confirmed with the technicians and the management team.

  Our pricing is flat rate and this allows the customer to make an educated and informed decision on how they will proceed with their home maintenance work. You chose the option that included one pipe and that is the work that was completed. The work has been completed based on the proposal and what was agreed to at the time of service. 

  Should you have any additional questions or concerns regarding tis matter please reach out to me directly. Thank you and have a wonderful day.

  Respectfully,

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

  Customer Experience

  Customer Answer

  Date: 03/23/2024

   
  Complaint: 21398674
  
  I am rejecting this response because: It does not address the issue of actual work performed.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/25/2024

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

  It has been established that the work that was agreed to. and signed for. has been completed by ABC. Please note that the written options you chose is listed here.

  Option 1:  Excavate and expose section of sewer in garage and replace section of sewer with full size PVC piping. Bed in gravel and backfill to grade. Includes parts, permits, labor, equipment and inspection. 

  I have attached the picture of the completed piping. 

  Should you have any other questions or concerns regarding this repair please feel free to contact me directly. 

  Regards,

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

• Initial Complaint

  Date:03/01/2024

  Type:Customer Service 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 was completely lied to about cost. When I stated that I was given completely misleading and false information without detail I was yelled at, I was told it didn't matter because he's worked here for years and there's just nothing I could do about it. When asking if this was because I was a female I was laughed at. It was the worst customer service I've ever experienced while being talked down to in my own home in front of my own children and he stormed out of my house telling me I was the idiot. I was never told of all of the fees or charges, in fact he talked badly against the company saying I should just sign up for the "club" membership just to get $200 to cancel it next day if I wanted. It was the worst service experience I've ever been through and I felt like he completely took advantage of the fact that I was a female with little knowledge or experience. I want a full refund for the absolutely horrifying experience I had to endure.

  Business Response

  Date: 03/04/2024

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

  Thank you for sharing your recent experience. Please accept our apologies as this is not typical of any of our technicians in the many years that we have been in business.

  Regarding our pricing, we have always been a flat rate company. The technician provides the charges up front, to the customer, so they have the opportunity to accept or decline services at that time. The customer also has the ability to make an informed decision on work to be done in their home.   

  I would be happy to discuss this further with you at your convenience. Please reach out to me directly at ************** or ***********************************. 

  Sincerely,

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

  Customer Experience Supervisor

• Initial Complaint

  Date:02/21/2024

  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.

  CONSUMER FRAUD AND ELDER ABUSE. On November 7, 2023, *** Plumbing through technician ********************* came to my home to perform the following limited services: 1) replace kitchen garbage disposal, 2) replace bathroom faucet, and 3) repair leaking humidifier. ***** worked in my home for approx. 2-3 hours. At the conclusion ***** told me I needed substantial more work done at my home, which I declined. He handed me an Ipad to sign, which I believed was setting forth the alleged future work he claimed I needed to have done and which I did not authorize. Instead, *** charged me $9,718 for the extremely limited "work" done in a couple hours. *** has refused to provide to me an itemized invoice, claiming that they use "flat fee" pricing. Worse yet, *** opened a line of credit with ***** Fargo in my name without my knowledge or consent in the amount of $9,718. I have called *** for months in an attempt to resolve this dispute and their alleged manager and owner, *******************************, has refused to call me back. I am elderly and disabled and was defrauded by ***. Per their numerous negative YELP (964 and counting) and BBB (126 and counting) reviews, this appears to be their modus operandi. I have had a reputable plumber inspect ***'s deficient work (humidifier still leaked after ***'s "repair") who quoted the job at the most $1,500, i.e. *** charged me 7x more than the high end of what was actually done.

  Business Response

  Date: 02/26/2024

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

  We appreciate the Better Business Bureau's involvement in resolving this matter and would like to clarify the events that transpired on November 7th, 2023 and thereafter. 

  On November 7th, 2023 ************** was at your home to address a leaking issue. Despite the time on the job it is important to note that we are a flat rate company, charging by the job and never by the hour. Should the work have taken additional time, no additional charges would be applied. 

  ************** did a home evaluation, with your approval. There were issues discovered and also addressed with you. You then, at that time, agreed to the repairs and the price by signing off and acknowledging all of this. 

  You spoke with our Customer Experience Specialist on November 14th, 2023 with concerns about the pricing. The Customer Experience Specialist explained our pricing structure to you. At the time of the conversation you did say that you did sign for the work. When the Customer Experience Specialist asked if all was working well you also confirmed. At that time you requested an invoice which was sent to you. 

  Should there be any other questions regarding this service call please feel free to reach out to me directly. Thank you and have a wonderful day.

  Sincerely,

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

• Initial Complaint

  Date:02/05/2024

  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.

  Repair men reports that heating unit had to be replaced and couldn't by fixed and that the unit was no longer safe to have in home. I asked the repair man had can he say that when in July 2023 I had my a/c replaced by this company. We had over 8 tech and 3 supervisor come out and everyone said heating unit is in good condition. Now come sept 2023 we had them come out for a tune up. The tech at that time said unit is and good condition and recommend us to buy some products from him and gave us his mom's #. Again unit is in good condition. Repair man now we need a whole new unit. I had a different company come out and the tech got the unit running without replacing anything. The problem started on January 30,**** today is Feb 5, ****************************************************** replacing a thing.

  Business Response

  Date: 02/19/2024

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

  We appreciate your feedback and concerns regarding the service you received from *** HVAC. We take customer satisfaction seriously and strive to provide transparent and comprehensive services to all our valued customers. 

  In this instance ************** performed a complete diagnostic evaluation of your furnace and and made the discovery that your unit was compromised. This is a very serious issue and should be addressed immediately. Our technicians are extensively trained to identify signs of and symptoms of heat exchanger failure, and it is important for you to understand that we have incredibly strict and specific rules surrounding these diagnostics that prevent our technicians from falsifying claims. We go so far as to guarantee our diagnostics to protect you and your family should we deem a heat exchanger compromised. 

  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, and we highly recommend you reach back out for us to send a manager to your home for peace of mind. 

  If you require any further information or have additional questions, please do not hesitate to contact us directly. 

   

  Sincerely,

  The Customer Experience Department

  Customer Answer

  Date: 02/20/2024

   
  Complaint: 21248530
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 02/20/2024

  What is a manager going to do?. The unit is working fine and I haven't had any issues since January 31. 

  Business Response

  Date: 02/20/2024

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

  We stand behind our technicians and their assessments. If you feel that the other company's diagnosis is correct and ours is not, we would be happy to have ************** and his manager return to re-evaluate the furnace again at no charge. Please reach out to the ****************************** if you would like to schedule this appointment. 

  Thank you and have a wonderful day.

  Sincerely,

  Customer Experience

  Customer Answer

  Date: 02/20/2024

   
  Complaint: 21248530
  
  I am rejecting this response because at this point I have no issues with the furnace. So what would be the reason to accept a manager and technician to come out.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 02/21/2024

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

  Per the previous correspondence, we would have the manager and the technician return to re-evaluate the furnace and provide our findings, at your request and at no charge. Simply to provide peace of mind to you. If you would prefer to decline the suggestion please advise on what your resolution would be. Thank you and have a wonderful day. 

  Sincerely,

  Customer Experience

  Customer Answer

  Date: 02/21/2024

   
  Complaint: 21248530
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/02/2024

  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.

  Business was called to fix ***** toilet at my 91 year old father- in -laws house on Jan. 31st. They did a whole rebuild of a toilet with brass fittings that didn't need it. Then did the same thing to a fairly new toilet down a basement that is NEVER used or didn't even need to be fixed. I feel he was taken advantage of for being elderly. Toilets being fixed that didn't need to be and whole rebuilding of a toilet for a leak! ******* I have tried to call the business 3 times and emailed once. I keep being told they will call me back. No call yet.

  Business Response

  Date: 02/19/2024

  Dear ******,

  We value your communication and the opportunity to address your concern regarding the recent service we conducted at your father-in-law's property. We take all customer feedback seriously and strive to provide a clear and comprehensive response to the issues you have raised.

  Our Customer Experience Specialist, ********, reached you on February 9th to discuss your concerns. It was established, at that time, that the pricing was correct, ******************** did receive discounts, repairs were completed and he was happy with the work. The Summary of findings was also sent to you via email which was confirmed. 

  At the time of this service, our plumbing technician arrived at the home and performed a completed home evaluation.  It was then that ******************** requested that both toilets be repaired. It is important to note that your father-in-law was presented with the options for the repairs of both toilets, including the pricing, and did agree to move forward with the work. Which was completed to his satisfaction.

  We recognize your concern about ************************ age. We do not make judgements about our customer's mental capacity to make decisions, nor do we presume that someone is in a particular mental state. If there are concern's about a customer's decision making capacity, it is the responsibility of the family or their authorized representative to address those matters. 

  We hope this response clarifies our position on these concerns. If you have any further questions or require additional information, please do not hesitate to contact us. We appreciate your understanding and look forward to resolving any remaining concerns promptly. Have a wonderful day.

  Sincerely, 

  Customer Experience

  Customer Answer

  Date: 02/20/2024

   
  Complaint: 21239359
  
  I am rejecting this response because:

  I am wanting an itemized bill to see what my father in law was charged for. I was told it was a flat rate. How was that flat rate of ******* come up with? 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 02/20/2024

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

  We appreciate your feedback and concerns regarding the recent service you received from **** We take customer satisfaction seriously and strive to provide 5 star service to all of our customers.  In regards to our flat rate pricing, we do not provide itemized billing. The prices are established by upper management and executives. We have been in business over 70 years and have always a flat rate company. This pricing ensures that the customer will be provided one price up front, and if additional work is necessary, the customer will not incur any additional charges. 

  Please reach out to the ****************************** if you have any further questions. 

  Sincerely,

  Customer Experience

   

• Initial Complaint

  Date:01/24/2024

  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.

  In June 2023 I had *** Plumbing out to the apartment building to replace a spigot for the front of the building. They replaced 3 feet of copper pipe replace the shut off and supplied a new spigot. Jan **** we discovered a pipe break in the elbow in the new pipe they supplied. I had them come out and they refused to fix the pipe because their doesnt included freezing pipes. We had another plumbing contractor come an inspect the ***s plumbing work. They informed us that *** shut off was either defective or ***s plumbing had the shut off in the closed position while he was soldering the copper together. This procedure actually creates a problem with the shut off not closing all the way. Second issue that *** did was not seal the copper pipe existing the building. This cause cold to surround the pipe and bust it. *** caused the the problem and refused to fix it. Let me know if you want to see the invoice and pictures that we took?Thanks

  Business Response

  Date: 09/04/2024

  We appreciate your feedback and concerns regarding the plumbing work that was performed at your home in June of 2023 and again in January of 2024.

   

  During the initial service call in June of 2023 the work, to be completed, was presented and approved.

   

  The description of work does not include the insulation of piping.

   

  It is important to know that while we appreciate another companys perspective of the situation, we can not clearly confirm that their opinion is the true issue.

   

  After approximately six months between service calls it is difficult to determine why this happened.

   

  Our technician provided before and after photos of the work completed.

   

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

   

  Thank you.

   

  Kind Regards,

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

  Customer Experience Supervisor

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

  *************************        

• Initial Complaint

  Date:01/23/2024

  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.

  My older mother called *** plumbing the week before a Christmas party they were hosting regarding a loose toilet. The technician ***** showed up, removed the toilet placed it back on the screws and tightened back down. He was there less than an hour, the bill.$572. Didnt replace anything, literally tightened 2 screws down and then charged my elderly mom $572 a week before Christmas. After hearing about the charge I called *** asking for an itemized bill and after almost 3 weeks received the following receipt. Showing only pull and reset toilet and the $572 charge. *** plumbing is taking advantage of older people, I would think twice before calling them out or if you have older parents make sure they were not taken for a ride with their ridiculous charges.

  Business Response

  Date: 01/23/2024

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

  Thank you for sharing your mother's recent experience. **************, ***** was at the home on 12/20/2023. He diagnosed the situation and provided options for your mother to have the loose toilet completely resolved. It is important to clarify that our pricing structure is based on a flat rate price book that takes into consideration various factors. 

  We do not make judgements about our customer's mental capacity to make decisions, nor do we presume that someone is in a particular mental state. If there are concerns about a customer's decision-making capacity, it is the responsibility of the family or their authorized representative to address those matters.

  In this instance the work was approved and the work was completed. The customer was also provided a very generous discount at the time of service. This price includes industry leading warranties and guarantees and peace of mind for every customer. In good faith our Customer Experience Team member offered an additional discount of $150.00 which you declined. Please reach out to us directly should you choose to move forward with the courtesy compensation previously offered to you. Thank you and have a wonderful day.

  Sincerely,

  The Customer Experience Team

   

  Customer Answer

  Date: 01/23/2024

   
  Complaint: 21187442
  
  I am rejecting this response because: 
  Your quoting process is not ethical, quote someone high based off of a worst case scenario then when its a quick fix you still charge the same price. Regardless of materials or labor. *** asked for a breakdown of where that charge came from and have only received a generic pull and reset toilet Ive reached out directly for over 3 weeks asking to speak with management and am only getting customer service. This is not the only complaint regarding their price gouging. *** also contacted ****** about questionable 5 star reviews to hide any negative reviews. Next step will be legal action.

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

  Business Response

  Date: 09/04/2024

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

   

  Previously we responded with the information regarding the service call at your mothers home. While we understand your position on this matter it is important for you to understand our position.

   

  Our technicians work from a pricing book that is set by our executive team. The technicians cannot edit or alter pricing. Regarding a breakdown, we are a flat rate company, charging by the job and never by the hour. We understand that this repair did not take a longer time to resolve. However, had the technician found anything additional there would have been no additional charges. This is why we provide the pricing, to our customers, up front, before any work is performed. This gives the customer the opportunity to make a well informed and educated decision on their home repairs. Also, our work is supported by industry leading warranties and guarantees.

   

  We hope that 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,

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

  Customer Experience Supervisor

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

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

• Initial Complaint

  Date:01/11/2024

  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 December 5, a technician cleaned my furnace , which is a service included in a monthly membership I have with the company. At the time, the technician suggested the air ducts should be cleaned. I agreed to the service and provided a check for $689.00 although the service was being done in the future (December 15). I cancelled the service on December ************************************************** return my check as it hadnt been cashed. However, the check was cashed on December 20. I followed up with two additional calls to customer service and was told Accounting, or someone, would call me back to resolve. I have received no follow up.No service was performed. My $689.00 should be refunded.

  Business Response

  Date: 01/12/2024

  Dear ************, 

  Thank you for sharing your experience. I apologize for any miscommunication in regards to the refund that you are due. I have already escalated this request for a refund, in the same amount, to be refunded to you. I will follow up with you and remain your point of contact in the office until you have received the refund check. 

  Have a wonderful day and I will be in touch.

  Kind Regards,

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

• Initial Complaint

  Date:12/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *** took advantage of my elderly parents! The technician confused my mother while my father lays bed-bound with hospice care The tech told my mom that they use task codes to price everything and that everything will be ok So my mom signed his iPad not knowing the ridiculously exaggerated cost it was going to be.When I got there I told them to leave after they tried to give me their sales pitch.This company is a sales scam thats attacks the elderly.These technicians get commission on selling toilets and charging $2400 after one hour of work to replace a high end toilet in a home that had a $300 Kohler. The technician told me on video it took him one hour but when I got there it was overflowing.Wtf!!! Im not finished telling this story and *** needs to be put out of business. Period This is total **** on confused elderly people at the highest level of scum.

  Business Response

  Date: 12/19/2023

  Dear *****,

  The service call in this situation has a few items that have been overlooked in your complaint and I would like this to be perfectly clear.
  We appreciate your communication and the opportunity to address your concerns regarding the recent work we conducted at your parents' property as customer service is our main priority. We take all customer feedback seriously and strive to provide a clear and comprehensive response to the issues you have raised.

  We recognize your concerns about the work to be done. It's important to clarify that our pricing structure is based on a flat rate pricing book that takes into consideration various factors. We do not make judgements about our customer's age to make decisions, nor do we presume that someone is in a particular mental state. If there are concerns about a customer's decision-making capacity, it is the responsibility of the family or their authorized representative to address those matters.

  Prices are available clearly to see for the consumer before making a decision on the ipad. They are not concealed. No commission is made by any of our technicians whatsoever. This prevents upselling or overcharging which are undeniable morals that have kept our company in business for many. many years. If we were priced too high or too low we would price ourselves out of the market, which again we havent as evidenced by being around for 75 years. 

   Our experienced technicians always perform a complete diagnosis and provide options to resolve the issues that are discovered. In this case there was no working toilet in the home. To ensure that your parents have these facilities available, ************** presented the options to choose from and have this issue, among others, resolved.

  At the time of our service call life threatening statements were made to ************** from a family member. We are disappointed that we are not able to return to uphold the industry leading warranty on the work performed as we have placed you on the do not service list. All in the interest of protecting our technicians safety which we take incredibly seriously. Given the fact that we will not be able to service you any further, we will happily reduce your balance due by $230 which is an estimate as to what the warranty on the toilet and work would be.

   Should you require any additional clarification please reach out to the Customer Experience Team at your convenience to discuss. Thank you and have a wonderful day.

  
  Regards,
  The Customer Experience Department

  Customer Answer

  Date: 12/19/2023

   
  Complaint: 21012607
  
  I am rejecting this response because:
  There are two toilets in my parents home. One was working perfectly and only needed a new wax ring. This toilet was removed to do so but then the technician used a ****** (not sure I spelled that correctly) and Im sure he created damage to the pipes which resulted in cracking open the pipe causing significant damage.

  The toilet in the guest bathroom only needed the tank guts replaced. But the technician told my mom that the price to change the guts and replace the wax ring (which he thought should be done) seems silly to not do since it would be cheaper to just put a whole new toilet in. 
  The toilet that my parents had there was a Kohler toilet and a very good one. But instead of replacing the toilet with something comparable he installed a Toto toilet which he said was a $2000 toilet which is not something they needed. In fact it started to bubble and hold water because he admitted (the technician and the inspector) that the Toto toilet is too high efficient and uses less water which probably is the problem. He said there needs to be more water with flushes to push waste through the pipes by my parents house because the pipes arent slopped currently. Now mind you my parents have lived in their home for 35 years and never had a problem with the slope ever!!!

  Now as far as the age or state of mind my parents are in is definitely an issue. My brother and sister were at my parents home when my brother called *** asking if they could come out. *** said they could and would be out that evening. My brother and sister waited until 10:30 pm and couldnt wait anymore. *** finally arrived the following day when my parents were home alone. 
  Ive talked to many people after this has happened and they too have had very similar issues with ***.

  Lastly, the technician was asked numerous times what the price of parts and labor were and all he kept saying is that *** works off a Tasks system of options

  I didnt even understand this nonsense let alone expect my 81 yr old mother or my 87 yr old father who lays in his bed and receives hospice/nurse care.

  The explanation I just read from *** is ridiculous and I am not accepting theyre final decision regarding this matter.

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

  Business Response

  Date: 12/26/2023

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

  Thank you for responding with your feedback. It is clear that there is a difference of opinion here, and at this time we have provided you with all of the facts as well as our final decision in this matter. We stand behind our technicians and their work, which we did provide to you. In this particular case you were presented with the options to move forward with the work and that work was approved by you and completed by our technicians. We wish you the best of luck in the future.

  ~ *** Customer Experience

• Initial Complaint

  Date:12/06/2023

  Type:Customer Service 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 saw a TV commercial for this company offering furnace servicing for $49.99. I booked an appointment. I am a new homeowner, I was not sure the last time the furnace had been serviced. I had no particular complaints or concerns about my furnace just looking for general inspection and service. The tech came, he was very polite. I was home alone with my baby. He inspected the unit. He told me the furnace is in complete disrepair, it is leaking low level carbon monoxide which may be making me and my baby nauseated, fatigue and having headaches. He said the unit failed manufacturer testing standards. He told me for liability purposes he needed to shut off the furnace, but instructed me how to turn back on the furnace. He had his partner come to try to sell me a $7,000 new furnace. Luckily I told my mother in law what was happening. When I told her which company came out, she told me she had used this company in the past and felt she had been scammed by them. I immediately called for a second opinion. I had a reputable company come and inspect the furnace today, who said it is in completely fine working condition, there is nothing broken and 0 carbon monoxide leak. They said other customers have reported similar experiences from this company. I truly think I was nearly scared/scammed into purchasing a new furnace that was not needed. They tried to scare me by saying I had carbon monoxide leak, when I indeed do not. I want other customers to beware. I posted this experience into a local ************** and several people commented that they had similar experiences

  Business Response

  Date: 12/10/2023

  We appreciate you bringing your concerns to our attention regarding the service visit from *** HVAC. We take customer satisfaction seriously and strive to provide transparent and comprehensive services to all of our valued customers.

  In this instance ************** performed a complete diagnostic evaluation of your system and made the discovery that your unit was compromised. This is a very serious issue and should be addressed immediately. Our technicians are extensively trained to identify signs and symptoms of heat exchanger failure, and it's important 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 as 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, and we highly recommend you reach back out to us to send a manager to your home for your peace of mind. 

  Sincerely,

  The Customer Experience Team