Complaints

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

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  Goode Plumbing, LLC

  4594 N. Elston Ave Chicago, IL 60630-4215

  
• 

  Goode Plumbing, LLC

  2216 Lee Street Evanston, IL 60202

  
• 

  Goode Plumbing, LLC

  5129 Pearl St Schiller Park, IL 60176-1051

  

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:05/22/2025

  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.

   
  Complaint: 23364517
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ******ely $50,000 System remains non-functional

  

  Business Response

  Date: 05/24/2025

  Hello

  Attached please find our response letter regarding this complaint.  We worked on a heating boiler system for the customer and did not service her chiller which is the component for her air conditioner for the home.  

  Thank you

  *****

   

  Customer Answer

  Date: 05/29/2025

   
  Complaint: 23364517
  
  I am rejecting this response because:
  Goode Plumbing was contracted to replace two boiler systems (not a single boiler unit) for $24,200not $24,000 as previously stated. ****, Goodes ***************** representative, assured the Ransoms that this contract included the annual conversion of the chiller system, a commitment that was critical to the Ransoms agreeing to proceed.
  We informed Goode that Ralphs Heating had been maintaining our boiler and chiller systems for over 35 years, and our main concern with changing providers was ensuring the continued proper maintenance of this integrated system.
  Goode recommended the installation of isolation shut-off valves during the project. However, after multiple failed attempts to ensure the compatibility of the two chillers with the newly installed boiler systemand despite seeking input from external consultantsGoode ultimately informed the Ransoms that they were unable to complete the chilling system integration.
  At Goodes request, Ralphs Heating was contracted and paid by Goode to evaluate and provide recommendations regarding the chiller system. The following is an excerpt from their findings, dated August 31, 2023; at 7:25 AM ******* Heating <***************************************> wrote:
  Upon inspection for the poor A/C cooling we have the following notes and recommended changes we feel will make improvements. The system may work as is but these changes in our opinion will help.
  The below is the same for both systems in the home.
  1. Change the piping layout and add valves so chilled water will not circulate through the heating boiler and so the heated water during the winter will not circulate through the outdoor chiller.
  2. The heated boiler water looks to have been circulating through the outdoor chiller if this was in operation last winter. We do not suspect any freeze damage to the outdoor heat exchanger or pump but anything is possible.
  3. Isolation valves and drains should be reinstalled on the lines to the outdoor chiller to drain and blow out any water before each winter to prevent freeze damage.
  4. The basement heating loops need to be turned off each summer to prevent sweating on the non cooling coils.
  We did turn off one loop but there is a 2nd loop that may also need to be turned off. I was not sure where that line went.
  I will check with others to see if they remember and let you know.
  5. A high voltage thermostat with a  heat cool changeover switch should be installed. 
  6. We feel the main system pump is undersized.
  7. We feel the system pump is incorrectly located.
  8. We found the indoor water temp controller set at 65 deg. We lowered it to 50.
  9. We did not get into all the wiring or control circuit but normally the boiler pump should not operate during cooling. It is currently running during cooling.
  10. All piping that has chilled water running through it needs to be insulated.
  This is not an all inclusive list of issues or recommendations but only a general overview of what we had seen during our recent visit.
  Thank you for the opportunity.
  ****, ****** Heating
  ****************
  Following these recommendations, Goode informed the Ransoms that they are strictly a plumbing company and could not complete the chilling system installation.
  This marks the third consecutive summer without air conditioning, despite an 87-year-old resident living in the home. Last summer, the property became so hot that the Ransoms had to remove their two dogs from the home.
  Regarding the thermostat issue, Goode stated they could not locate a model similar to the existing units. Ralphs Heating identified a comparable model: ******* Controls T22FSB-1C. This information was shared with Goode, but no action was taken.
  The Ransoms feel misled and deeply disappointed. ****, Goodes ***************** representative, explicitly stated the chiller system would be compatible with the new boilers. Had this not been guaranteed, the ******* would not have moved forward with the contract.
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 06/09/2025

  Please find attached letter for the complaint.  Please note that ****** Heating who serviced the unit for several years identified repairs to her chiller (** system) that could repair her unit.   The heating (boiler system) we installed is to heat her home and is separate from the ** system.  The customers Chiller (** System) is old and in need of repairs in order to function properly.  Ralphs Heating had recommended repairs for the customer.  Unfortunately, the two are not related and the customer will need to hire an HV** service company to make the necessary repairs to her unit.  The work that Goode performed was on her heating system and the repairs that her chiller needs are a separate issue from the work we performed. 

• Initial Complaint

  Date:11/04/2024

  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.

   
  Complaint: 22512263
  
  I am rejecting this response because my complaint was not that the service charge wasn't applied.  It was for the price charged for the service appears to be well over industry standard. 
  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 02/20/2025

  Customer was looking to get service charge applied her invoice.   Tech explained that the dispatch charge was for us to come out and we do not apply it to the bill

  

  Business Response

  Date: 02/21/2025

  Hello

  The price quoted for a main line sewer rodding was our book price.  We are not the cheapest company out there and not the most expensive.  Our pricing is in line with industry averages for a medium sized licensed plumbing contractor.  The customer was provided with an estimate before we began any work, so there would have been the opportunity to decline our estimate and go with another company.   Please see attached quote with signature authorizing us to rod the sewer line.   If the customer did not agree with our quote, they had the opportunity to decline the quote and call another company out.   

  Thank you

• Initial Complaint

  Date:01/23/2024

  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.

  Goode Plumbing installed our tankless water heater system in June 2020. Last week, the water heater threw an error code and shut down all production of hot water. I contacted Goode the first business day after the water stopped - and they came out the next day, under our membership priority (annual fee paid). When they arrived, the technician said it was because ice was blocking the exhaust vent out and that our only option was ice removal for $1330 or to wait for thaw. We are going on day 10 of no hot water, and 2 emails and 2 calls have gone unanswered from their team. The piping was installed incorrectly causing ice to form on the pipe - and we have been without hot water for a week and a half with no engagement from Goode.

  

  Business Response

  Date: 02/20/2025

  We installed a tankless water heater for customer, during January of 2024 the outside vent had iced up due to sub zero temperatures outside.  We explained the unit was installed correctly and the ice was due to extreme weather conditions.  We had an appointment set for the following week however the customer cancelled appointment due to the temps warming up and it resolved itself. 

• Initial Complaint

  Date:11/15/2023

  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.

  Goode Plumbing was contacted on 6/30/23 regarding a problem with a newly installed *************************** water heater. They stated they were authorized to do warranty repair work for *************************** and would have to perform a diagnostic directly with the manufacturer over the phone to have the parts and labor covered by our warranty. The original installer had determined that the issue was a defective damper. Goode requested I sign a work order for the diagnostic service and labor and provide a credit card in case the repairs were not covered by the warranty, but the manufacturer had assured me they were. They examined the water heater and left me with a quote for other alleged issues and a copy of the work order. I called Goode after several days, and I was told by ********************* that they were waiting for the replacement part. I contacted *************************** and they stated that they did not perform diagnostics with Goode or any company. HSA, of ***********, ** manages all their warranty repair work. HSA informed me that Goode Plumbing had never contacted them, had never performed a diagnostic with them, and that Goode Plumbing was not authorized to perform warranty work. Goode never called us back, never returned to make repairs but charged the **************** card for diagnostics, and labor to replace the defective damper, totaling $1,320.00. HSA authorized warranty provider, *************, Chicago, ** performed the warranty work on 7/7/23 at no charge. I have written proof from HSA and ************* that they did the actual work, not Goode. We want a refund of this unauthorized charge from Goode Plumbing of $1,320.00 on our bank card. We had it reversed, but Goode provided a copy of the work order to the bank claiming they did work they never performed. This company is incredibly dishonest and we want to report them and get our money returned.

  

  Business Response

  Date: 02/20/2025

  Customer was asking for a refund of $1320 from water heater repair.  This refund was issued on 7/28/23 to the credit card used at time of service. 

• Initial Complaint

  Date:11/13/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Paid a deposit of $7400 on 5/22 for a plumbing job. Told them I was going in a different direction, was charged an excessive $1000 cancellation fee, as well as cancellation of a "VIP service" contract for $800 with no warning. Attempted to discuss in good faith with business on 11/13/23 and they pointed to the fine print and said I had signed it.

  

  Business Response

  Date: 02/20/2025

  Customer was seeking a refund of $800 to cancel his membership.  Refund of $800 was issued on 11-13-23.

• Initial Complaint

  Date:12/21/2022

  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.

  Two employees came to try to fix two different broken items:1. ******* for broken garbage disposal- evaluated disposal for 2 minutes- timed and on security cam. said- couldnt fix must buy a new one. company sets price at 900$. My husband declined as garbage disposals are around 200$. ******* refused to look at any further issues in the house- we also had requested he look at broken master bath sinks, leaking toilet.CHARGED 60$ CASH FEE FOR JUST COMING TO HOUSE.2. HVAC Goode employee: examined broken tin foil connection between dryer vent and wall to outside to vent.USED OUR BROKEN PARTS AND DUCT TAPE TO "FIX". CHARGED 300$ CASH.BROKEN AGAIN NOW WANT FULL REFUND

  

  Business Response

  Date: 01/19/2023

  
  On 11/23/22 at 4:05PM, ********* called stating they just moved into house. She said she called another plumber before us and they couldn't come out so they recommended us to her. She said ejector pump broke and they had it fixed before but having the same issue. They got the ejector pump fixed by someone else originally. The second issue is the dryer vent keeps coming out of the wall and dust is everywhere. She had been trying to get other companies to come to her location the last few days so asked if we could send someone out that same day (11/23/22) so we accommodated her with an appointment for the same day even though it was late afternoon. The customer service representative informed ********* there was a $60 dispatch charge for a technician to come out. There is a voice recording with her agreeing to the dispatch fee.
  
  Two technicians, ******************* and ********************* arrived at her location 5:22PM on 11/23/22. Both technicians stated they looked at the ejector pump and tested it. They stated they ran the water, was no smell, heard water drain into pit, etc. Everything was working correctly. The technicians then looked at the dryer vent which was not hooked up. The gentleman on-site informed the technicians that an appliance person was going to come and fix it. The technicians informed the gentleman that they could attach the vent as a temporary fix until the appliance person came to fix it. This was a complimentary temporary fix.
  
  ********* called the office on 12/16/2022 at 9:21AM requesting to speak to a manager. She was informed there was no manager in the office and asked what we could do to help. She declined giving out any information to the customer service representative. *** said they could transfer the call to the manager's voicemail, and she stated she "better get a call back within 15 minutes". Manager reached out and did not get an answer. 
  
  
  A gentleman called the office 12/29/22 at 5:16PM requesting to speak to a manager. He was informed there was no manager in the office and wanted to leave a voicemail. The voicemail states that the technicians wanted to charge him over $1,000 for a garbage disposal. He said that he paid for home inspection and that the technician did not do that. He said we charged him $300 to fix the dryer vent. States that they have used our company before and had better results. CSR called customer back and left voicemail stating we do not have record of garbage disposal issue nor $300 charge for dryer vent. 
  
  The customer did not request a garbage disposal to be looked at. The technician never looked at any garbage disposal. They did not provide a verbal nor a written estimate for any garbage disposal. (Recorded call).
  The temporary fix to the dryer vent was complimentary. They were never charged $300.
  The technicians charged the customer $60 for the dispatch fee which was discussed on the phone when requesting the appointment. They paid $60 via Zelle, not cash. (Invoice 56156019).
  We have never worked with these customers before. There was only one visit from two technicians from Goode Plumbing. 11/23/22)
  
  Thank you!
  *********************

• Initial Complaint

  Date:11/16/2022

  Type:Delivery 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 retained the services of Goode Plumbing for a bathroom remodel. As part of the remodel I was asked to pick out a bathtub. I selected it and was told it was ordered with a delivery date of 11.16.22. Upon preparing for installation I was informed that the tub would require a substantial additional investment in order to properly fit the tub.Goode informed me that the tub had already been ordered as of ********nso I was stuck with it. So I spent additional money to prepare for the install. I called Goode on 11.14.22 to ask where the tub was going to get delivered and when we could schedule the installation. I was then informed that the tub was backordered and wouldn't arrive until ****. No one from Goode bothered to track delivery and inform me that it was backordered.So I asked Goode for the order number so I could call and see if the company we ordered from could do anything. They refused to give it to me even though they used my money to order the tub. Additionally they would not provide me any proof that they actually ordered the tub on time. When I asked to speak to the managers I was told no, they were out of town, and they completely stonewalled me...refused to give me any information.Their customer service is absolutely terrible and would not allow me any recourse to help problem solve the situation. I was simply told "your options are to wait, or to let us see if we can find out another solution". This coming from a company that did absolutely no customer outreach for the better part of a month to let the customer know their project would be delayed almost a month. And in my opinion, if they are using a customers money to order something, the customer should have a right o have visibility into that order.

  

  Business Response

  Date: 01/27/2023

  Good morning. Please see the statement below which pertains to the complaint number ********. Please let me know if you need anything else from **. 

   

  On 11/23/22 at 4:05PM, ********* called stating they just moved into house. She said she called another plumber before us and they couldn't come out so they recommended us to her. She said ejector pump broke and they had it fixed before but having the same issue. They got the ejector pump fixed by someone else originally. The second issue is the dryer vent keeps coming out of the wall and dust is everywhere. She had been trying to get other companies to come to her location the last few days so asked if we could send someone out that same day (11/23/22) so we accommodated her with an appointment for the same day even though it was late afternoon. The customer service representative informed ********* there was a $60 dispatch charge for a technician to come out. There is a voice recording with her agreeing to the dispatch fee.

   

  Two technicians, ******************* and ********************* arrived at her location 5:22PM on 11/23/22. Both technicians stated they looked at the ejector pump and tested it. They stated they ran the water, was no smell, heard water drain into pit, etc. Everything was working correctly. The technicians then looked at the dryer vent which was not hooked up. The gentleman on-site informed the technicians that an appliance person was going to come and fix it. The technicians informed the gentleman that they could attach the vent as a temporary fix until the appliance person came to fix it. This was a complimentary temporary fix.

   

  ********* called the office on 12/16/2022 at 9:21AM requesting to speak to a manager. She was informed there was no manager in the office and asked what we could do to help. She declined giving out any information to the customer service representative. *** said they could transfer the call to the manager's voicemail, and she stated she "better get a call back within 15 minutes". Manager reached out and did not get an answer. 

  
  
  

  A gentleman called the office 12/29/22 at 5:16PM requesting to speak to a manager. He was informed there was no manager in the office and wanted to leave a voicemail. The voicemail states that the technicians wanted to charge him over $1,000 for a garbage disposal. He said that he paid for home inspection and that the technician did not do that. He said we charged him $300 to fix the dryer vent. States that they have used our company before and had better results. CSR called customer back and left voicemail stating we do not have record of garbage disposal issue nor $300 charge for dryer vent. 

   

  The customer did not request a garbage disposal to be looked at. The technician never looked at any garbage disposal. They did not provide a verbal nor a written estimate for any garbage disposal. (Recorded call).

  The temporary fix to the dryer vent was complimentary. They were never charged $300.

  The technicians charged the customer $60 for the dispatch fee which was discussed on the phone when requesting the appointment. They paid $60 via Zelle, not cash. (Invoice 56156019).

  We have never worked with these customers before. There was only one visit from two technicians from Goode Plumbing. 11/23/22)

   

  Thank you!

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

  Office Line: ************

  4594 *****************************

  Chicago ** 60630   

  GoodePlumbing.com