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:01/29/2025

  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.

  They came out 3 different times. The first time was on December 11,2024and it was 855 dollars. Second time around was on December 15th 20024 and they told us a part to order off ****** for 30 dollars and came and put in for us. It quit working a third time and he said it was a circuit board and it cost 856 and that was on December 23, 2024. This company scams people and rips people off. We now have to start from the beginning again and find someone that can figure out what’s wrong with it. Something needs to be done!

  

  Business Response

  Date: 02/28/2025

  I am attaching copies of our invoices of the work we have
  done for ****** **********. 
  The first work was done on December 11th, 2024.  We received a call for their furnace turning
  on but shutting back off.  They were
  resetting the furnace by turning the power switch on the side of the furnace
  off and back on.  We found a faulty gas
  valve and replaced it.  The customer
  agreed to the charge and signed our work authorization.  $854.79 
  On December 12th, 2024 they called and said the unit
  wasn’t working at all.  We went out and
  found dust in the pressure switch.  The
  technician blew it out and everything worked properly at that time.  We did not charge them for this visit. 

  On December 20th, 2024 we went out and the customer had
  replaced a .95 pressure switch, then the furnace had a 2 flash code.  After cleaning the tubes from inducer the unit
  came on.
  It was found during this visit that the furnace comes on always,
  even being disconnected from the thermostat, the unit attempted to fire.  The board needed replaced.  There was no
  charge for this visit.
  The board was replaced on December 23rd, 2024 .  The customer agreed to the charge and signed
  our work authorization.  $854.79
  On February 12th, 2025 we were called out again.  (After a complaint against us)   We
  were told that the gas valve was not working properly.  The customer told our CSR that ******* ******* came
  out and diagnosed a bad gas valve. (We just installed)
  When we arrived we found the pressure switch (they
  installed) was bad.  Not the gas valve.  We replaced the pressure switch and did not
  charge them. 
  The customer did sign off and authorize every charge. We are
  very sorry they feel they weren’t taken care of. We train extensively with our technicians to ensure our customers receive the best service and that we communicate up front any charges for repairs.  

  Customer Answer

  Date: 03/03/2025

   I am rejecting this response because: we didn’t really have a choice to not accept signing anything! You guys charge right when you walk in the door! And you were wrong both times you came back to look at our furnace! You charged us both times you came out even though you didn’t fix the problem the first two times we were still charged! We had to go with an entirely different company to figure out what was wrong with it! What you guys did was wrong! You didn't know what was wrong with it the times you came over to look at it yet you charged us both times just to walk in the door! 
  
  
  
  

  

  Business Response

  Date: 03/05/2025

  The ************ only received 2 invoices with charges from
  us over 5 visits.  Their unit was working
  when we left every time.   We found their unit running without a filter and
  very dusty which can cause multiple failures. 
   They have made adjustments to their
  own unit and bought a pressure switch from ******.  (Our tech told them that they could, he didn’t
  recommend it.)   We have also cleaned a wasp nest out of their
  flue which will cause their unit not to work.  The last maintenance that was done at their home was 11/12/2018. 
   There have been 3
  trips to ************ home at no cost.  The
  2nd time they were charged, they were told when they called in that
  if the failure was related to the gas valve replacement there would not be a
  charge for the trip/diagnostic fee and if it was different they would be
  charged.  The technician determined the
  failure was not related to the gas valve replacement and they were charged a trip/diagnostic
  fee.  
   The other company they called out prior to our last visit
  claimed that we put a bad gas valve in. 
  When we arrived the gas valve was working properly.  The pressure switch had failed.  This was after they had filed their complaint
  against us. 
  

  Customer Answer

  Date: 03/06/2025

  We were told by them that the part from ****** was 30 some dollars and then they told us it was the wrong part even though he was the one that wrote it down! One they put on here is all lies most of what he says is not true! But that’s fine there are multiple people that have complained against this company and I promise we will NOT EVER go back through them they are scams period!!!! It’s messed up they would sit there and lie and make stuff up to make their reputation look good even though all it does it hurt them because he is lying! 

• Initial Complaint

  Date:03/27/2023

  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.

  I was not getting any hot water coming out of my shower. I contacted trouble free plumbing they came out Friday, March 17. The plumber **** said I needed a new cartridge he replaced the cartridge I had to work so my daughter. was with him at the time. there was a leak in the showerhead, but he told her that would stop in time. She paid him with my credit card for $374. I came home from work later that night, and my shower was dripping and he did not close the shower curtain so I had water all over my floor and also my handle was upside down. Needless to say I wasn’t too happy so I called and left a message. They told me since it was Friday they really couldn’t do anything till Monday? In the meantime I tried to take a shower, but it was lukewarm and not even comfortable to take a shower. Monday the second guy came out **** he said that I needed a whole new shower system so I asked him what that was gonna cost me and he said something like $698. I said you’re gonna charge me that on top of the $374 you already charged me and he said yes I said well that is not fair so he called his boss and his boss said that he would take $174 off of the original bill for that which still came to 525 so a total bill of $899 so I needed my shower I didn’t know what else to do so I told them fine and scheduled it to be done after he left I got to thinking and I thought I needed a second opinion so I canceled that appointment and I called another licensed plumber and he came out the next day and he took out the cartridge and said that whoever put this and left the O-rings in there and that’s why it was leaking and he said the valve was turned down low, so he turned that up. He said my shower hardware was fine and I had a good many years left on it. He charged me $120 and now my shower is fine. I feel like I was getting screwed by trouble free and I would like to have my money back. It was a simple solution to a minor problem and they did not fix it.

  

  Business Response

  Date: 04/21/2023

  After receipt of the supporting documentation, the customer will be issued a refund in full to honor our satisfaction guarantee.

  Customer Answer

  Date: 04/24/2023

  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.