Complaints

This profile includes complaints for First Chicago Plumbing's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  First Chicago Plumbing

  4245 N Elston Ave Chicago, IL 60618-1813

  
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  First Chicago Plumbing

  326 Burr Oak Ave Deerfield, IL 60015-4720

  

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:01/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called First Chicago Plumbing(FCP) for a leaky kitchen faucet. They sent a plumber named ***** ***** on Dec. 5th, 2024. When ***** came he determined the issue was that the left valve needed to be replaced. I asked him, "Okay, but the right valve is working fine?" he said, "Yes", he added that I could replace it if I wanted but that he didn't recommend it because it wouldn't make sense, I said, "Well then we're good cause if it aint broke don't fix it!". ***** smiled & assured me a right valve replacement was 100% unnecessary. The store had the part same ******** replaced the valve. He called me to the kitchen & said he was done. The faucet dripped & I looked at him & said, "Are you sure?" He said to not worry about it as it would go away because it was just a little left over water in the faucet. I took his word for it & paid $500. The very next morning, the same faucet was leaking again as if ***** never even came at all. I immediately called *** & spoke to ****** there & let him know that the same problem persisted & the job was not done, ****** apologized & said he'd get someone out asap and would call me back with a day and time, but didn't call back. I had to travel but reached out to them about this same issue when I returned. I called on the 16th & spoke to ****** who again apologized for them not fixing it properly & sent the same man ***** within a few hours. ***** came, looked at the sink & said to me he was so sorry, but he was wrong the first time & that the right valve needed to be replaced too. He got the part same day & fixed it. I thanked him for coming back to fix his mistake. He then asked me for another $500! I was shocked & said no! He said the company was telling him to charge me & that he actually thought parts cost only was fair like I was saying. This led to tense conversations with FCP reps ****** ******** them forging my signature on a form, fraudulently charging my card $350 & saying derogatory untrue statements to and about me.

  

  Business Response

  Date: 01/06/2025

  We appreciate the opportunity to respond to this complaint and provide clarity on the matter.
  Initial Visit and Assessment:
  During the first visit on December 5th, 2024, our technician, *****, thoroughly assessed the issue with the kitchen faucet. He identified the left valve as the immediate problem and recommended its replacement. While ***** offered to replace both valves as a preventive measure, the customer explicitly declined, stating, "If it aint broke, dont fix it." At that time, there was no indication that the right valve required replacement, and we proceeded with the customers decision.
  Second Visit and Additional Repair:
  On December 16th, 2024, following the customer's report of a continued ****, ***** returned and determined that the right valve also needed replacement. He provided a clear estimate for the additional repair, which the customer approved before he proceeded.
  Payment Dispute:
  After completing the second repair, the technician attempted to collect payment as per our policy. Unfortunately, the interaction escalated when the customer became verbally aggressive to the point that ***** felt unsafe remaining on-site. Despite this, we sought to resolve the issue amicably and adjusted the invoice by $150 to reflect the cost had both valves been replaced during the initial visit.
  Billing and Payment Policy:
  Our policy requires payment for all completed work. Given the circumstances and the customers refusal to pay the adjusted balance, we charged the card on file for the outstanding amount of $350. This was done in accordance with our terms of service, which were communicated to the customer prior to service.
  Customer Interactions:
  Throughout this process, our team, including ****** and *****, made multiple efforts to explain the situation and resolve the dispute. Unfortunately, these discussions were met with hostility and disrespect, making resolution challenging.
  Resolution Offered:
  We regret that the customer feels dissatisfied despite our efforts to accommodate her concerns, including the significant invoice adjustment. Our goal remains to provide transparent and reliable service, and we believe this matter was handled in good faith.
  Should the customer wish to discuss this further, we are open to constructive dialogue to address any remaining concerns.
  Sincerely,
  ***** ******
  First Chicago Plumbing

  Customer Answer

  Date: 01/06/2025

   
  Complaint: 22768723
  
  I am rejecting this response because:

  The issue is that their plumber is blatantly lying. I never agreed to pay a totally separate fee for them coming back out to fix their own mistake. Also, no one ever said that there will be any additional charges. To make matters worse, their own plumber at the time of the appointment said he also thought a charge for only parts was fair due to his mistake. I expressed to them how upset I was about them even attempting to double charge me for this job as I have every right to be upset. They then just came up with random nonsense numbers via email to which I still did not agree. Youll see the differences of price explanation breakdowns change from her(Alina's) first email response to her second.  They told me all of their calls are recorded, I ask that they review and produce each and every one then and youll see the things they say were supposedly verbally agreed upon are all untrue.

  I was kind to ***** and he left my home and lied on me and lied about the entire situation most likely to save face with his employer and to also lie and say he felt unsafe in my home, him a possibly 6 foot tall or over man and me a 53 foot tiny woman was even more insulting and simply despicable, especially as a minority who sees minorities falsely accused of such things far too often, again, I believe he did and said this to save face with his employer. 

  To make matters worse they also forged my signature on the work consent and acknowledgment for that day (Dec. 16th). I never signed anything at all. To see a form come through with such an unethical and blatant forgery was very upsetting. Additionally, they never gave me any quote for the second trip because it was the same instance and they never said theyd charge for him coming back out to fix his own mistake and oversight. If they are saying this was a separate fix then I should have been sent and I should have signed an agreement and acceptance for a separate quote prior to them coming out, like I did the first time, correct?? However, that was not the case. Whatever authorization they say that they have on file with my card was most likely from the original quote from November for $400, which would be null and void for this supposed 'separate' job. I have filed a police report for the forgery and for them fraudulently running my card without my consent. 

  If they do not resolve this issue and refund my card, I will continue with legal repercussions in addition to the police report that has already been filed. I will do whatever possible, because this is now about the principle, not the money.
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 01/07/2025

  Dear Ms. *************** you for bringing your concerns to our attention. We take all feedback seriously and strive to address issues thoroughly and fairly.
  Wed like to clarify the circumstances regarding the service visit and address the points raised in your complaint:
  Service Details and Charges:
  During the second visit on December 16th, the technician identified an issue that was not related to the work performed during the initial visit. The problem involved both handle cartridges rather than just the single cartridge serviced initially. As communicated by our technician, the charges for the additional work were agreed upon verbally during the appointment. We understand that verbal agreements can sometimes lead to misunderstandings, but such agreements are a standard practice when immediate on-site decisions are necessary to resolve issues.
  Internal Documentation:
  Regarding the work consent and acknowledgment form, it is important to note that this document is used exclusively for internal record-keeping purposes. The verbal agreement you provided to proceed with the work is sufficient to establish consent for services rendered and related charges.
  Technician Safety Concerns:
  We want to assure you that we take all concerns about professionalism and conduct seriously. Our technician reported feeling unsafe during the visit, and while we do not make assumptions about the situation, we must respect and acknowledge his perspective.
  Charge Authorization:
  The charges processed on your card were based on the services provided during the second visit. This charge was consistent with the scope of work agreed upon verbally.
  Police Report and Forgery Allegations:
  We acknowledge your concerns regarding the signature. To reiterate, no customer signatures are required when verbal agreements are made on-site, and the form in question is for internal use only. 
  Resolution:
  We regret that this situation has caused you frustration. However, based on our internal review, we maintain that the services were completed appropriately and the charges are valid. At this time, we are unable to issue a refund.
  We hope this explanation provides clarity regarding the situation. Please feel free to contact us directly if you have any further questions or would like to discuss the matter further.
  Sincerely,
  ***** ******
  First Chicago Plumbing