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:06/12/2024

  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.

  We chose ***** Plumbing to ********************** our kitchen water because shopping local & supporting a business in the town we live in is important to us. On 5.23.24 a plumber came out to give us an estimate for the job. He said that ***** charges $130 an hour & on the written estimate it says that materials are additional. He never said or wrote anything about travel time. They charged us $95 for this estimate & we paid it on that day.When the plumber returned to disconnect the water on 6.5.24. He was here from 3p to 4:30p but on the invoice he wrote 5p. I asked why. He said that covers his time to travel back to the shop. The shop is in the same town we live in. According to ****** it is 1.9 miles from our home & a 5 minute drive. Essentially he charged us an additional $65 for a 5 minute drive! This additional charge was never disclosed to us. They also did not charge a travel fee for the estimate. But, we paid the total balance of $285 (which included the extra $65) anyway on 6.5.24. The following morning I sent an email to ***** to share that we think that it is only fair that this additional, inflated travel charge be disclosed at the time of the estimate since it is apparently part of the price for the job. I requested a phone call from the owner of *****. We did receive an email from the service department, which wasnt helpful as her reply completely missed the **** as she never addressed the lack of transparency with the travel charge. Days have passed now & the owner still has not called as the service department stated he would. They also will not return our emails as we continue to attempt to solve this issue. The plumber was scheduled to return to reconnect our water on 6.7.24. He did not show up. We did not cancel this appointment. ***** did not call to cancel this appointment. They just stood us up. Needless to say we feel deceived & fooled. We are now asking for the hidden $65 charge to be refunded to us.

  Business Response

  Date: 06/26/2024

  We are sorry about any miscommunication. The $95.00 for the first trip did cover the plumber's time to travel to your home plus the cost to give you the estimate on the first trip. We do value the plumber's time and pay our plumbers for travel time. We do our best to keep it as simple as possible to avoid any miscommunication ($130.00 flat rate per hour). We have talked to our team members and service providers and will use your feedback to make our communication better in the future.Thank you.

  Customer Answer

  Date: 06/26/2024

   I am rejecting this response because:  

  We were not charged an additional travel charge for the estimate as we were only charged $95 for the estimate as the service department said we would be.  We were charged an additional fee for the plumber's travel time from his prior job (which happened to be in *******, IN) when he came out to disconnect the water under the kitchen sink.  We were not informed of this additional charge at the time of the estimate, therefore, we did not agree to it.  This is a hidden charge and an unfair business practice.  As we stated before, we are seeking a refund of $65 for the fee we didn't know we were going to be charged.

• Initial Complaint

  Date:04/30/2024

  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.

  V&L came out twice to clear my sewer line and determined that it needed to be replaced and told me that it went to the backyard. I had another company come out for a second opinion and they were capable of clearing the line and they determined the sewer line actually went to the front yard. V&L wasnt able to clear the line or identify where it was. When I asked for a full refund I was told no.

  Business Response

  Date: 04/30/2024

  Hi *******,

  Were sorry to hear that you feel dissatisfied with our services. 
  We pride ourselves on providing excellent customer service, promptly, at an affordable cost and are saddened to hear that you are unhappy.
  We did look into the two service appointments we did for you and the notes the plumbers reported in our system after each service appointment.
  The plumber that was at your home said we did clear your blockages both times we visited your home.
  We feel it is very important to reiterate that we cannot warranty rodding services because there is a defect in your sewer piping outside your home. 
  If the sewer piping issue outside your home is not repaired the correct way we fear this will lead to more costly repairs for you down the road. 
  Due to the fact we did find an issue with your underground piping that was causing your backups we gave you a price to repair the piping the correct way.
  We did communicate those findings and our recommendation to get the piping repaired in written form to you for future use. 
  If you choose to not have the repairs made there is not much we can do to prevent your need to have your underground sewer rodded more frequently.
  We do apologize for not offering a warranty on existing defective sewers but we do wish you the best of luck.
  If you have any questions please feel free to call us anytime.

  Thank you,

  V&L Plumbing, Inc.
  **************

  Customer Answer

  Date: 04/30/2024

   I am rejecting this response because: A different company rodded the line and it has not backed up. V&L did not throughly clear the line. V&L wont take responsibility for doing an inadequate job. They tried to rod the line twice and did not cut the proper diameter or depth.
  

  Business Response

  Date: 05/01/2024

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

  We respectfully disagree with the customer's rejection reason. It is our professional opinion that the customer is not wanting to make the correct repairs. The customer wanted a second plumber to look at it, which we understand; however, we cannot warranty a defective sewer or pay for other plumbers the customer hired to come up with the same conclusion. We feel it will only be a matter of time until the blockages return due to the customer not willing to correct the issue the correct way.

  Thank you,

  V&L Plumbing, Inc.

• Initial Complaint

  Date:01/04/2024

  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.

  I am writing to file a formal complaint against V&L Plumbing regarding deceptive business practices and unethical billing. I contacted V&L Plumbing seeking a free estimate to repair a water service leak in my front yard, as advertised on their website. Upon speaking with their representative, ******, she assured me that a $95 service charge would only apply if the water leak location needed to be identified. I told her to cancel the appointment that I made, and that I would call her back once confirming the location of the leak with the *******************.After confirming the leak location with information from the Village of *********************, ****** scheduled an onsite visit for January 2, ****. However, during the visit, the technician contradicted the agreement, insisting on the $95 service charge despite knowing the leak's location.Upon questioning this unexpected charge and its nature, the technician claimed fees for all service calls, directly conflicting with V&L Plumbing's advertised free estimate. Unwilling to proceed with the estimate under these conditions, I contacted ******, who confirmed the unexpected charge.To our astonishment, the technician left an invoice for $190 in my mailbox, on which they forged my signature. They now claimed a fee for not only the January 2nd estimate, but for the cancelled appointment as well. We specifically sought businesses offering free estimates. The technician's insistence on the unexpected charge and subsequent aggressive billing tactics, including an increasing percentage added and their attorneys feesare not only financially burdensome but also morally reprehensible.These actions by V&L Plumbing not only violate our agreement but also reflect false advertising and unethical billing practices.

  Business Response

  Date: 01/10/2024

  V & L Plumbing, Inc.
  ********************************************************************************
  **************
  ***************************************
  vandlplumbing.com

  
  ***********************
  ***********************************************************
  **************   |   ******************
  Re: BBB Complaint# ********* lodged 1/4/2024

  
  To Whom it may ********************* have received the above complaint regarding our Service Fee of $95.00 not being properly communicated to Mr. ***** and have done everything in our power to meet Mr. ****** needs.
  
  Initially, we were called upon to investigate pooling water in his front yard. At that time, and on a recorded line, Mr. ***** was informed of our Service Fee of $95.00. Later, a text was sent to the customer confirming this fact. Our service technician arrived on-site only to have Mr. ***** cancel. Our office staff kindly waived the $95.00 fee that day.
  
  We were called back out the following week, and Mr. ***** was again reminded of the Service Fee over the phone. Our service technician reiterated the fee prior to performing his inspection. Mr. ****** nonetheless, allowed the service technician to complete an inspection and begin writing up a proposal. During that time, a phone call was placed to our office staff wherein Mr. ***** became verbally aggressive, stating he refused to make a payment and that he would have to be taken to small claims court to collect our fees. When the service technician attempted to leave a copy of the service ticket with Mr. ****** he refused to answer the door. Mr.****** copy of the service ticket was left behind the mailbox.
  
  We felt it appropriate to assess fees for both trips in the amount of $190.00 as both trips were 38-mile round-trip service calls that were canceled once the service technician had already arrived on-site. We do expect payment for our wasted time and have marked Mr. ***** as an unserviceable customer in our system moving forward.

  
  Best,

  
  V & L Plumbing, Inc.
  **************