Complaints

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:06/17/2025

  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.

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  Additionally the business was helpful and transparent in the resolution of this matter. I appreciate their willingness to make things right and am now in compliance with the county due to their good work. Thank you.
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 06/20/2025

  Thank you again for speaking with our ************* Advisor, *****, earlier today. We truly appreciate the opportunity to address your concerns and ensure this is resolved to your satisfaction.
  
  Our records indicate that a return visit has already been scheduled for June *******, to complete testing on the second RPZ device at your home. This service call was booked on June 17, 2025, as part of our effort to promptly correct the oversight.
  
  Our records show this was the first time our company has come to your home, and while some aspects of your system may seem obvious, its not always the case without prior familiarity with the property. It is the owners responsibility to let us know what they want us to repair and where those items are located.  Plumbers do not have an innate ability to walk up to a structure and sense what types of plumbing products exist within the structure and where those items are located.  That said, we take full responsibility for the fact that a second RPZ device existed in the home that we were not made aware of and are committed to making it right.
  
  We sincerely appreciate your past compliance with backflow testing requirements and your willingness to allow us the opportunity to correct this.

• Initial Complaint

  Date:01/30/2025

  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.

   
  Complaint: 22877460
  
  I am rejecting this response because:
  

  The business accepts no responsibility for their poor communication or customer service. Honoring the quarter hour fee disclosed in writing is all that I asked. There is a reason they have so many awful reviews on Yelp. Would have been much easier to treat a new customer with respect instead of try to rip them off by making them pay the full repair quote, which book time is over two hours, while their diagnostics was complete is well under an hour.

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

  Business Response

  Date: 02/18/2025

  We sincerely apologize that your recent service experience did not meet the customers expectations. 
  
  When the customer called for service, they did not ask for the visual plumbing inspection for $89 as listed in the web coupon that the customer attached, they asked us to install an owner provided gas valve for one of two water heaters in his basement and look at two toilets that were not flushing correctly.  We booked a call and explained our service rates, which were also communicated via text, an attachment of which was provided by the customer.  The text clearly states, *********** charge for plumbing, sewer, or HVAC is $69.  After visual inspection, our technician will provide a quote for diagnostic or repair work.  If you choose to proceed with the work, the service charge is waived; otherwise you pay the service charge or diagnostic work.  For electrical services, theres a $65 service fee plus $47.50 per quarter hour, plus materials.  Again the customer requested that we replace the gas valve on his water heater which is plumbing work.  Electricians do not work on water heaters or toilets, plumbers do.  When our plumber arrived, he quoted the customer the cost to replace the gas valve and the customer approved the quote.  When our plumber tried to drain the water heater, the heater would not drain.  After several unsuccessful attempts, the customer informed our plumber that the water heater has sat stagnant for over a year which allowed debris to build up in the tank clogging the drain valve.  Unfortunately, there was no floor drain or pump basin in that part of the basement and the water heaters were surrounded by finished basement.  We could have drained the water heater by removing the drain valve which would have caused 50 gallons of stagnant ***** water to spill out into the finished part of the basement.  The customer decided not to have us remove the drain valve so there was nothing more that we could do at that time.  The plumber removed the original quote and replaced it with diagnostic work.  The customer also neglected to mention in this complaint that he had us look and two toilets that were not functioning properly.  One required a simple repair and the other required a repair part.  Our plumber left quotes for a replacement water heater and toilet repair.  The amount charged was for the failed repair attempt to the water heater and the minor repair to the toilet.
  
  The customer has already put through a partial chargeback on the credit card used to pay for our services.  We will not dispute the chargeback.
  
  Had the customer opted to repair the water heater when it stopped working instead of waiting a year, it is very likely that the water heater would have drained and the repair would have been successful.  If we had the use of a crystal ball, we could have foreseen the issue and addressed the situation differently but Im not sure how else we could have proceeded.  I get that the customer is not happy that he had to pay for our time and is still left with a problem water heater but that is not our fault.
  
  Ravinia Plumbing, Sewer, Heating & Electric has proudly served the community for nearly ******************************************************* the many positive reviews we receive. Our pricing remains competitive within the industry, especially considering the white-glove service we strive to provide.
  
  If you have any further concerns, please dont hesitate to reach out to our ************* Advisor, *****, at **************. We appreciate your business and the opportunity to serve you.
  

  Business Response

  Date: 02/23/2025

  This has nothing to do with poor communication.  Read the text that you posted with the BBB.  It states in plain English how we charge for our services.
  
  This has nothing to do with customer service.  We showed up when we said we would show up.  We quoted a price for a repair,which we could have performed but it would have resulted in water damage to the finished portion of your basement because that area lacks a proper drain, so you chose not to have us perform the repair. That was your decision, not ours. Your decision not to have the work performed does not mean that you get to have the attempted repair done for nothing.

  We re-priced our quote once you decided not to have us perform the repair which is more than fair, then you decided to reverse part of the charge reducing the price even more which I am fine with.

  What more do you want?

  Customer Answer

  Date: 02/24/2025

   
  Complaint: 22877460
  
  I am rejecting this response because:

  They in fact have poor customer service.

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

• Initial Complaint

  Date:02/21/2024

  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 am a maintenance customer who paid an annual fee to be serviced by Ravinia Plumbing. On February 21, my basement slop sink needed routing. The additional service fee for less than 60 minutes of work was to billed at $396.00 with a savings of $44. This is absurd. The maintenance membership was advertised as covering costs with priority care. This company is gouging customers and falsely advertising the benefits of annual maintenance membership. I want my annual membership fee refunded to me and I want them to stop falsely advertising the benefits as well as have their pricing evaluated. They are ripping people off.

  Business Response

  Date: 03/19/2024

  We're sorry to hear that you feel like the estimate to clear the kitchen sink drain was overpriced.
  
  We, like most companies, have a service charge to pay for the cost to send a licensed plumber to your home.  The $69.00 service charge was agreed upon when we booked the service call.
  
  Once ************** arrived and assessed the work, he quoted a cost to perform the drain clearing work.  You declined to have the work performed, which is your prerogative of course, then you also refused to pay the service charge for our technicians time.
  
  We did not argue the point whatsoever, waived the service charge, and walked away with nothing for our time.  And for this you lodge a complaint?  Im not sure how any company could be any more fair with a customer.
  
  We know exactly how our prices land within the market place.  We are more expensive than a one or two person company that works out of the owners home because those companies (if you could call them that)dont have the same overhead as a bonified company that has a location that you can walk into 6 days a week.  We are however less expensive than most established companies that provide our services.  And we provide something that most of our competitors do not and that is all of our plumbers hold a plumbing license.
  
  Regarding your request to refund your entire ************** membership, we are happy to refund the unused portion of the membership but not the membership covering months that have already passed.  The unused portion of the membership at the time of service is $72.00. 
  
  We will be happy to return the unused portion after you remove your BBB complaint.  Thank you.

• Initial Complaint

  Date:08/15/2023

  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.

  Laundry faucet was old and needed replacement.******* contacted to fix.The plumber charged $258 to just turn off the water shutoff valve and there was no leaks on the floor to be drained. This was a simple remove and replace and the materials (2 laundry faucets) were provided by me. The charge of $176 was to replace the faucets. Overall, the Plumber did not explain the different costs involved and I am shocked to even think about Ravinia plumbing for future issues. Very disappointed in the way this was handled and will not be recommending Ravinia to anyone due to bad experience. This needs to be fixed..

  Business Response

  Date: 08/30/2023

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

  Complaint ID# ********

   

  Thank you for giving Ravinia Plumbing, Sewer, Heating & Electric the opportunity to work with you and make things right.  After our investigation, we realized we had a manual entry error that resulted in a additional charge of $258.33.  We have contacted you via phone to discuss your initial BBB customer complaint and to make you aware of investigating your claim.  Per our phone conversation, we concluded that an error had been made and our accounting department has taken the necessary steps to reimburse $258.33 back on your credit card.  You should see your refund in (3-7 business days), depending on the credit card used during the transaction.  We value all our customers and thank you in advance for your time and consideration in this matter.  We hope you give Ravinia Plumbing, Sewer, Heating & Electric the opportunity to earn you business in the future.  I'm attaching a copy of the revised invoice showring the adjustments/refund of $258.33.  

  If you have any further questions, please feel free to contact me; *************************, Director of Plumbing & Sewer Division at: ************** or via email at ***********************************************************.  

   

  Please notify me when this has been closed out.