Complaints

This profile includes complaints for Jolly Plumbing, Drains, Heating, Air's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Jolly Plumbing, Drains, Heating, Air has 2 locations, listed below.

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  Jolly Plumbing, Drains, Heating, Air

  101 Beacon Dr Ste 1 Wilder, KY 41076-2513

  
• 

  Jolly Plumbing, Drains, Heating, Air

  417 Northland Blvd Parkdale, OH 45240

  

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:12/27/2024

  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. 
  
  
  
  Regards,
  
  
  
  Teresa * *******
  ywall has since been repaired and painted at our costs and the entire issue to resolve the original problem was corrected by another firm. We now have a cover over this clean out which serves no purpose.

  

  Business Response

  Date: 02/21/2025

  
  Our team was dispatched to address a clogged drain issue. Upon arrival, we assessed the situation and determined that the clog could not be cleared due to the back-to-back toilet configuration. To resolve the issue, we proceeded with the following steps:
  
  Initial Plan: We attempted to install a cleanout in the vent line after removing the toilet and opening the wall.
  Unexpected Condition: Upon inspection, we discovered that the vent line was only 1½ inches, which would not provide the necessary access for clearing the blockage.
  Alternative Solution: Given this limitation, we proceeded by running a cable through the flange of the removed toilet to access and clear the clog.
  Successful Completion: We successfully cleared the line, ensuring proper drainage and flushing functionality before completing the job.
  
  We made every effort to communicate the details of our work to the customer, keeping them informed throughout the process. Additionally, we reached out to the customer on October 1, 2024, at 3:31 PM to confirm their satisfaction but have not received a response.
  
  As per our company policy, drain cleaning services do not carry a warranty, as many factors beyond our control (such as underlying pipe conditions or new obstructions) can contribute to recurring issues. 
  

  

  Business Response

  Date: 03/18/2025

  This is in response to the BBB complaint. After receiving the most recent response, I reached out to the customer and the two of us were able to come to a resolution.

• Initial Complaint

  Date:11/29/2024

  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.

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ******** and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  

  Please see both attached consumer's response 
  
  
  
  
  Regards,
  
  
  
  **** ****
  
  

  hanksgiving (11/29) found a small gas leak on a pipe elbow near the section they replaced, but found nothing else. A **** ****** technician later discovered that a pipe attachment going into the water heater WAS NOT EVEN HAND TIGHTENED and was leaking substantially. He tightened it and commented on the poor work quality of the installers. We were shocked at how badly this reflected on Jolly.
  Jolly seems uninterested in helping to make amends other than fixing previous problems and is unwilling to help us get towards a livable space. They seem to be in denial about how this bad experience negates every assurance that they "do things right". They did not do things right. A 10% discount is not sufficient. Had we been warned about the outgassing ahead of time, we would have requested another tank system and saved thousands of dollars. I don't know what to say about the carelessness around natural gas lines. That could have been a life-threatening situation.

  

  Business Response

  Date: 12/09/2024

  We have made multiple visits to the customer's home to address their concerns and ensure the issue was resolved. In addition, we consulted both the plumbing inspector and the building inspector, who visited the site to review the project. Both inspectors approved the work that was completed.
  
  Regarding safety, there was no carbon monoxide (CO) detected in the home by our team or the building inspector. To further assure the customer of their safety, we provided a CO monitor and placed an air scrubber in the home for a week to help clean the air.
  
  The customer's concerns regarding the glue used during installation have been noted. The PVC cement we use is standard practice in the plumbing industry and complies with low VOC requirements. This same glue is used on all plumbing jobs we perform—approximately 10,000 jobs per year—without any prior complaints of this nature.
  
  We believe we have taken every reasonable step to address the situation, including consulting third-party experts and providing additional safety measures. We remain committed to ensuring our work meets the highest standards and resolving concerns in a professional and thorough manner.

  

  Business Response

  Date: 02/21/2025

  Thank you for reaching out and sharing your concerns regarding the installation of your tankless gas water heater. At Jolly Plumbing, Drains, Heating & Air, we take customer satisfaction seriously and are committed to providing high-quality service while ensuring all work meets industry safety and regulatory standards.
  
  We understand that this has been a difficult situation for you and your family. Our team has conducted multiple inspections and follow-ups to address your concerns. Additionally, independent inspections were completed by both the plumbing inspector, Tom H., and the building inspector, Rick C. At no point did these inspections reveal any conditions that would reasonably cause the issues you have described.
  
  Our records show that our team has been highly responsive throughout this process:
  
  Phone Call Log:
  12/20, 12/10, 12/9, 12/5, 12/4, 12/3, 12/2
  On-Site Visits:
  12/5, 12/2, 11/29, 11/27
  
  Each time, we made all necessary adjustments as directed by the inspectors and ensured that the installation met all applicable safety and building code requirements. While we regret that you have had an unfortunate experience, we are confident that we have fulfilled our obligations and have taken all appropriate steps to address your concerns within the scope of our work.

  Customer Answer

  Date: 03/13/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  

  
  *******, here is our response to the questions raised in the complaint:
  
  The company does not think they are at fault, even though their employees created two gas leaks, putting our house and health at risk. They kept telling us that nothing was wrong with the water heater and install even though our whole household became ill. This forced us to make countless calls to county and city offices before getting building inspectors to determine that there were four safety code violations with the install. The building department shut off the water heater and forced the company to make the needed fixes.
  
  The company still insists that our allergic reactions to their materials used, which they didn’t warn us about, were our own problem. The company has been unhelpful and uninterested in lessening any of the reactions we’ve had to their botched design and install, particularly the strong unventilated fumes used in the install and repair which took a long time to dissipate.
  
  An offer was made to us the weekend after the install for a 50% rebate, but they required a waiver, and still stated nothing was wrong with the water heater and install, yet we were all sick. We could not accept the offer at that time with a waiver, knowing that something was wrong even before inspectors started getting involved.
  
  As far as what the company did:
  
  -They gave us an estimate
  
  -They did the install
  
  -They sent the lead installer back the next business day when we complained to them of the problems we were having. The installer did not have working gas detection equipment, so he only found one gas leak using a spray bottle. ****, whom we called later that day, found the other, more serious leak with the aid of a natural gas meter.
  
  -Later that day the original company estimator came and looked around, said if he’d done the job that the leaks would not have happened, which wasn’t helpful, but still claimed it all looked fine to him.
  
  -The estimator did reach out to another section of the company and loaned us an industrial air purifier for a limited time. This was provided to us for about a week and then picked back up.
  
  -The original estimator and the manager (we insisted he be there) came back after the city shut off our unit in lieu of needed repairs.
  
  -The same company also installed our heat pump a year ago. We had their HVAC team come out to ensure it was working properly
  
  -No one else at the company came to check the water heater or look and see if there were any other problems after the Monday fixes required by the city
  
  -There were no site visits after that, nor were they concerned about our plight even though we’ve been a faithful customer for a decade
  
  
  Thanks for efforts on this matter,
  **** ****
  
  
  
  
  Regards,
  
  
  
  **** ****
  
  

  

  Business Response

  Date: 03/26/2025

  We appreciate the opportunity to respond to *** ****** concerns. While we regret his dissatisfaction, we respectfully disagree with several aspects of his complaint.
  Our team responded promptly to his concerns, including multiple site visits to assess and address any issues. The county inspectors identified one required change, but it was not a safety concern and did not pose a risk. At no point did inspectors find anything related to our work that would have caused health issues.
  Additionally, all materials and installation methods used were standard industry practices, commonly accepted and safely used in similar projects. We have not encountered any prior concerns regarding adverse reactions to these materials.
  We made every effort to ensure the installation was completed properly and in accordance with all applicable standards. Given our thorough response and resolution of the matter, we do not believe further compensation is warranted.

  Customer Answer

  Date: 04/01/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  

  No compensation has been provided thus far other than the loan of an industrial air purifier for one week.  The remaining action was largely driven by the the requirements of the city inspectors.  We will now be considering other options upon consultation.
  
  
  
  
  Regards,
  
  
  
  **** ****