Complaints

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

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  Rockland Plumbing & Sewer

  16730 Richmond Ave Hazel Crest, IL 60429-1066

  
• 

  Rockland Plumbing & Sewer

  PO Box 561 Midlothian, IL 60445-0561

  
• 

  Rockland Plumbing & Sewer

  10039 S Tripp Ave Oak Lawn, IL 60453-4108

  

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:03/04/2025

  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.

  Rockland plumbing cancel my appointment the same day of my appointment just a couple hours before and the employee by the name of ******. She was careless andwilling to assist in providing the most fast New appointment. I took the day off of work and these people dont even respect that I requested to speak a manager and she said she was a manager however she was a dispatcher so not even to speak to Manager. Theyre willing to assist customers. What type of companies is this is how Room plumbing treats its customers. I requested a callback from a manager well see if that will happen however I did mention to them to ****** because Im not speaking to a manager. Im submitting several complaints with government agencies is her because of her to make these complaints until I get a callback from someone at this incompetent company. Cause ****** sound like she does not care at all about this customer at all Im probably every other customer as well

  

  Business Response

  Date: 03/06/2025

  The customer had an appointment and we had to reschedule, unfortunately this can happen. After speaking with my dispatcher, I was informed that the gentleman was upset because he could not have someone out that day. she informed him we could not fit him in for the day being because we are down a plumber but he could try to call his home warranty provider. I am very sorry for the inconvenience and if he ever has an issue like this again, he can also request a different company from the  home warranty provider for faster service. I will also look into this a bit further and keep an eye on things. Again, very sorry for the inconvenience.

• Initial Complaint

  Date:09/30/2024

  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.

  We called our home **************** due to a clogged kitchen sink. They send out Rockland Plumbing to fix our kitchen sink. They used some sort of chemicals that got on our floor and stained it. They said they would send someone out to fix it. They sent a guy out and he tried to fix it. The color matched but we now have a whole area in front of our sink that is not the same texture or shine. When we told the guy that came out he said there is no way he could make it good enough. We called the plumbing company more than 10 times asking for the manager to call us to see what some options therw are since it is not how it looked before they came. He never called us back. He has been ignoring our calls since September 16.

  

  Business Response

  Date: 10/03/2024

  First of all, I apologize for any inconvenience. We came out to open  your drain and got some dirt on the floor and someone was there that said that they would clean it up and they started to do so right away when our technician was still there Completing the job. I really do wish that whoever that was that cleaned it up did not touch it so that we couldve had done that portion or had a professional extracted and clean it. Nonetheless, we sent somebody over to to touch it up. If you want somebody to come and redo the finish or shine that you are concerned about we can take care of that portion in the kitchen area for you. To be fair, the rest of your home has aging on the floor, and guy we sent out also touched up some of those spots in your kitchen that had nothing to do with this problem. You already said so yourself that the color is matching. so if you want somebody to try to blend in a clearcoat finish in that kitchen area please dont hesitate to reach out so we can discuss further. Thats the best I can do for this for you. Again, I apologize for any inconveniences.

  Customer Answer

  Date: 10/08/2024

   
  Complaint: 22360824
  
  I am rejecting this response because:

  Although, I appreciate your quick response to the BBB inquiry, your description of the course of events is not entirely accurate.
  First off, I am extremely disappointed that we have not had one
  return call from your company.  I called and left multiple messages with
  ***(?).  Every time that I spoke with her, she told me that she was going
  to leave a message for the owner, Rocky, to call me to discuss our problem. Not
  once did I ever receive a return call!  I do believe that if you would
  have returned my call or come out to my house yourself, your response would
  have better described the actual course of events.
  
  As your employee rodded out our clogged kitchen drain, he removed
  his device and something dripped on our kitchen floor. The floor was not
  adequately protected with a large enough tarp to prevent drippings from getting
  on our floor. We do not know if it was something from the drain itself or if it
  was from the product (Thrift) he used to put down our drain to help break up
  the debris. We noticed it immediately and your EMPLOYEE, not US, tried to clean
  it ....WE did not!  BTW, we did see that "Thrift" is not
  intended to be dropped or spilled on wood floors because of the damage it could cause. You can also see from the pictures I provided that it was damage to our wood, not dirt as you say. 

  
  We called your company to advise of the problem, which seemed to
  be an acidic response. The stain color was bleached and it wore the finish off
  of the floor in several spots near the kitchen sink. Also, as he took his wet
  tool out the front door of our house, a few more areas had drip marks,
  responding in the same way as the area near the kitchen sink.
  
  
  Your office told us to call your employee directly and ask him what
  he intended to do to fix the problem he created. When we spoke to him, he said he was going to speak to his boss, Rocky, and let us know what the plan would be. He called us back and told us your floor guy would be out to repair the problem.
  
  The "Floor Guy" was actually a "Handy Man" who
  said he does occasionally do flooring. He returned 4-6 times trying to sand
  down the floor and stain it and reseal it to match the rest of our floor. 
  
  You are correct in saying that our floor is not new and is somewhat
  worn, but the color and finish is still consistent throughout the floor.
  The "patched" area does not blend in with the rest of
  the floor. Your "Flooring Guy" even mentioned that it is impossible
  to blend in because the seal on the rest of the floor has aged. I do not feel it is right to have our floor not look like it did prior to you coming out. In addition, it is not professional to not call someone back after multiple messages. 
  
  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 10/23/2024

  Hello again, I am very sorry that you are going through this, but to let you know I did speak to your husband. I do realize there has not been a lot of correspondence with you about this, but the only thing that I can do at this point is, if you want somebody to give you a different clear coat finish on that section of your floor in the kitchen area, we can give you some help with that. You did say that the color was match nicely, but you do not like the finish of the clearcoat. Again, the gentleman that was there started cleaning it up first. (Not our technician) if it would have been extracted with a shop vac other than scrubbing it would not have worn out the finish in the first place. I do understand that he probably wanted to get it up right away, but in this case, it was not the greatest thing to do. I am sorry but we cannot replace your whole floor in your home that your requesting.

  Customer Answer

  Date: 10/31/2024

   
  Complaint: 22360824
  
  I am rejecting this response because:

  I know you spoke to my husband after the initial event and that you would send someone out. After we were not satisfied with the job, we never heard from you again. I am not sure why you are bringing up who cleaned the floor. No matter how it was cleaned. The damage was  there. My husband told me your worker told him to try and clean it with soap.  The chemicals that fell on our floor from your equipment stained through our finish. You cant wipe up something that ate through the wood. The facts are your technician came to our house, dropped a chemical they used to unclog a sink on our wood floor, and stained it. You sent a general contractor over to fix the floor. In the future I will need to make sure anyone that comes to my house has proper certification of insurance and liability coverage. This guy you sent over had no paperwork. He himself said it would be impossible to match perfectly. Not only is the finish off, but the entire area he works has a completely different texture.
  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 11/11/2024

  Hello again, if you are wanting somebody to give you a different/better clear coat finish on that section of your floor in the kitchen area, we can give you some additional help with that. You did say that the color was matching nicely, but you do not like the clear-coat finish. Im sorry, but this is all we can do for you. We cannot replace your whole floor.

  Customer Answer

  Date: 11/15/2024

   
  Complaint: 22360824
  
  Would you be able to send some one over what is certified in flooring?
  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 12/03/2024

  If you would like to have someone come out to give an estimate on repairing the area In the kitchen we may be able to help out with that.

  Customer Answer

  Date: 12/16/2024

   
  Complaint: 22360824
  
  I am rejecting this response because:
  No accept
  Would the company just provide a estimate or would they be paying for the repairs?
  Thank you. 
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:09/23/2024

  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.

  Oct. 21. This company was set up to resolve a plumbing issue by my warranty company. I received a text stating they were in route which allowed me to track them. When ai went to verify the location, ai was notified the job was complete. No one has access to the home nor did O receive any type of phone call. I contacted the number given, the contractor stated I didnt have access to drain the sewer, which I do, and know its location. I let them know I didnt and they would have known if they would have done a proper inspection or came into the home. Oppose to working with me, they insisted I call the warranty company. Wouldnt answer any questions or give me any reasonable explanation to why they didnt perform the work. I plan to follow up with my complaints to someone other than who I spoke with over the phone. Ive endured bad customer service, but never like this.

  

  Business Response

  Date: 09/28/2024

  I talked to the tech that was out there. this is what he had to say: The first time on site was September 17th. We arrived at the wrong address, and the customer called and gave the right address. We called warranty company to confirm the address. They stated that the address was not on file. We did look at the job while we were there basement had standing sewage. There is no ground level cleanout inside or out. The second time on site, we arrived on September 23rd. I knocked on the door, A young man let me in. I went down into the basement and looked again for a ground level cleanout. The cleanout that was on the stack was removed, and a makeshift tub shower drain was installed where the cleanout should be. I called the customers home warranty company and explained all that to them, and they said that it was not covered. Sorry that you are going through this, but there is nothing we can do at this point but to charge you for services needed. 

• Initial Complaint

  Date:10/30/2023

  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.

  This complaint is against Rockland Plumbing. The complaint details cannot fit in the allotted space and is therefore attached.

  

  Business Response

  Date: 10/31/2023

  I understand your concerns, but I can assure you that everything was installed correctly and to code. This is the reason why it is important that anyone that comes to your home and performs work to pull permits. This is so that your city can inspect and make sure its done properly. Your project was approved and if you need more information about that you can reach out to your city. That being said, I hope this puts you at ease on the project that we completed for you. If you have any more questions or concerns, please do not hesitate to reach out to us. Thank you for your understanding and your business. 

  Customer Answer

  Date: 10/31/2023

   
  Complaint: 20801881
  
  I am rejecting this response because:

  To begin with, yes, a permit was pulled, and I have a copy of the work approval. However, when the inspector visited, the only part of the repair he could see was the top surface of the new piping, he could not see the repair in its entirety because 95% of the work was buried under new gravel. The inspector was not on the property for more than a couple of minutes. Not to disparage the inspector but he performed the quick view and passed the inspection. Additionally,a thorough inspection would require an amount of time the inspector cannot provide to each job, hence the quick view. Secondly, you have provided no viable solution to resolve the issue. Finally, as I stated in my complaint, I no longer trust you, your company or Bill to return to my property and make right,the repair job that was so horribly executed.
  Furthermore, **** returned to my property on 10/31/2023, he completed the backfill with gravel to grade. He denied there was a problem with the 2-inch line coupling connection. I disagreed with his assessment, and we remained at an impasse regarding that issue. Also, **** tried to convince me that he had power rodded the entire sewer line. After more conversation and after **** walked a number of feet of driveway he relented and acknowledged that he did not rod the entire sewer line. **** then asked if I wanted him to power rod the sewer line. I responded to **** and told him that I no longer trusted him. I told him that I didn't trust him to do the job properly and completely. I told **** that I will have (to hire) another plumbing company come and power rod the entire sewer line. On another note, Although I didn't mention this to Bill, I will have to hire another plumbing company to also re-repair the 2-inch line that Rockland didn't repair correctly. And so, the bottom line is this. I do not trust Rockland and I do not want them on my property again. I want to re-coup some of my loss so I can have the repair done professionally. 
  Sincerely,
  
  *************************

  

  Business Response

  Date: 11/01/2023

  The stone backfill is necessary because the inspection requires the piping to be packed in stone for stability. The 2 inch drain line that attaches to your four-inch part of your project is done correctly as you can see in the photos with a non-sheer Coupling. The attachment to your existing 6 inch clay ********************** line is also attached with a 6 inch non-sheer coupling. **** was there yesterday 10/31/23 Adding some extra stone to your project to grade. **** asked you if you would like him to Rod your drain one more time (As a courtesy) to ease your concerns and you denied him to do this. Again, I am very sorry that you are upset, but I assure you your project was done correctly. As you can see in the photos and the approved inspection we have completed this job at your home. if you need anything else done at your home I can offer you a 15% discount on a future project but thats all we can do. Thank you and Have a good day.
  

  

  

  

  
  ?? ROCKLAND PLUMBING ??  

  Customer Answer

  Date: 11/01/2023

   
  Complaint: 20801881
  
  I am rejecting this response because:

  I have read your response. However, the photos you provide do not show how the 2-inch coupling was (improperly) installed and **** never went more than 10 feet with any sewer cleaning apparatus. The sewer line was never rodded or cleaned. With regard to the 15% discount, I would rather prefer a billing adjustment.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/05/2023

  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.

  On May 25, 2023 the company sent a repairman to fix a leak in my bathroom sink as a contractor for my home warranty company, American Home Shield. As he was under my sink he broke through the bottom of my vanity cabinet to the floor causing a huge hole. He apologized and called someone who he said was his boss and they asked me what did I want to happen? I said I just wanted them to fix it. The contractor said someone would contact me about fixing it in a few days. They never contacted me, instead they added it to my American Home Shield account as an uncovered repair charge asking me to accept it and be responsible for payment.I called the company and the person I spoke with at first said they didn't have any knowledge of what happened. Then when I read the notes their company put on the account, all of the sudden she knew what I was talking about but said since the ticket was closed out there was nothing she could do. I told her I would be reporting this to the company and hung up. I will have to get a new vanity I would like them to pay for it since their company caused the damage.

  

  Business Response

  Date: 07/05/2023

  Sorry for the troubles you were having in your home. Unfortunately, we cannot be responsible for rotting water damage cabinets. (We have pictures if you need them) We recommend you have a ********* take care of replacing your vanity cabinet before someone gets hurt trying to make any future repairs. Again we are sorry for your troubles, but the only thing that we can offer is a fair price to replace the fixtures and sink itself after you have A ********* replace the cabinet. 

  Customer Answer

  Date: 07/07/2023

   
  Complaint: 20275142
  
  I am rejecting this response because they never contacted me back to say this initially. I have the same pictures they have and this wouldn't have happened had they not put tools there. It could have been repaired once the leak was fixed. Now it has to be replaced.

  This is a terrible company with abhorrent customer service which is documented by their reviews.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 07/11/2023

  Again, we are very sorry that you are experiencing problems in your home. But again we cannot be responsible for rotted water damaged cabinets. As you can see, this cabinet has been damaged for a long time. Your leak is now fixed but you are going to need some additional work by replacing your rotted cabinet. We suggest you hire a ********* to either repair or replace the cabinet that is rotted. 

• Initial Complaint

  Date:06/01/2023

  Type:Sales and Advertising 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 had horrible service from this company my home warranty assigned them to me and it was a nightmare not on time from the very beginning got blocked from being able to call to make sure they were going to fix the problems all to have them lie to my home warranty about the damages from my faucet they are very rude and need to be checked on cause they make false reports

  

  Business Response

  Date: 06/02/2023

  We are sorry that you are experiencing this problem. but we cannot control what the home warranty covers and what they do not cover. We have to report what we found and sometimes also take pictures but thats all we can do. Again very sorry for any inconvenience, but it is out of our hands for coverages.

• Initial Complaint

  Date:05/12/2023

  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.

  Filed a claim through home warranty company American Homeshield. When I saw the name of the company. I replied to text and asked "to please cancel the request due to previous racist issue we had when they sent someone out last year. The office manager proceeded to suggest that " I will send someone Brown to your property". I asked him to stop texting me. He then started emailing the same messages. American homeshield dispatched another contractor which is why I don't understand why they won't stop harassing me.