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Business Profile

Plumber

Vessels Plumbing Heating & Cooling

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Vessels Plumbing Heating & Cooling's headquarters and its corporate-owned locations. To view all corporate locations, see

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Vessels Plumbing Heating & Cooling has 2 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/11/2024

      Type:Billing Issues
      Status:
      Answered
      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.
      See Attached.

      Business Response

      Date: 12/12/2024

      Customer called requesting a tall
      toilet installation. We quoted a comfort height (ADA) toilet. We removed existing toilet
      and was installing new toilet when she stopped us as she wanted a 19in toilet. I* ***** ******** talked
      to her and explained when a customer calls any plumbing company for a tall toilet, this is the toilet that would be supplied. I called 3 places and was informed these toilets typically are special order and installed in commercial restrooms. I informed customer I found 1 in stock and offered for tech to retrieve the toilet. When I
      gave the cost, which was higher than the toilet we quoted,
      she became upset and told us to reinstall her existing toilet. I was very clear she would be charged for the time we were onsite, and payment
      was due at completion. My technician went to his
      van and returned to test, but she did not
      answer. I immediately called her, and she thought he was done and left. I advised I would call for payment the
      next day. The following day, she informed me she had
      contacted the police/attorney to report elder abuse. This is far
      from anything we would ever do and the first time in 19+ years
      this accusation has been made. I took it very seriously and asked if she
      would allow me to discuss with her attorney. She said she
      would provide the information the following day. When I called, she became irate
      again and hung up.  I called multiple times to attempt resolution with no success. While my
      technician was onsite, she called previous company to see what was installed in her previous home and
      they provided the same model that we brought.        It
      is unfortunately she is unhappy as our goal is to exceed customer expectations.  However, we did not do anything wrong in not
      knowing she wanted a non-standard toilet, and we attempted
      to correct this miscommunication with no success.  This invoice is
      due. She was charged for the work the technician performed. She was
      not charged for the new toilet or the time I spent
      calling supply houses. 

    Vessels Plumbing Heating & Cooling is NOT a BBB Accredited Business.

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