Complaints

This profile includes complaints for Quarry Hills Plumbing & HVAC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Quarry Hills Plumbing & HVAC

  627 East St Mansfield, MA 02048-2912

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  Quarry Hills Plumbing & HVAC

  98 Prospect Street South Easton, MA 02375-1427

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:05/14/2025

  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.

  The transaction occurred on April 28, 2025.I paid $1, 4 ***** by card to Quarry Hills Plumbing located at ************************************************** on April 28 and it was processed by *************** on April 29, 2025.The business was committed to provide as described below in Invoice ******** to: :(1) REPLACE EXPANSION TANK ON RINNAI COMBI BOILER (2) REPAIR/REPLACE CIRCULATOR JOINT (3) COMBI MAINTENANCE The nature of the dispute is that the technician (****) told me that the parts he needed to repair the Boiler were available and provided me with an estimate for the work and labor undifferentiated in cost. I asked for the cost to be differentiated but he said that they do not do it even though the client may ask for it. I signed the invoice for the work to start in a week or two.Eight days later on May 6, at 2:39 pm the technician (****) sent me a text from the Quarry Hill phone number ************, saying the parts are forever back order: Quarry Hills also sent me another estimate to be signed which I did not. The second estimate ******** sent totaled $3, 350 with a new part added (RIN-100 REPLACE 90 UNION ELBOW FOR RINNAI BOILER $5*****) for me to sign to proceed with the work or to discontinue it. First Mr. **** told me that the parts were available but later said wrote that they are on forever back order. They propose using conversion parts but when I asked if the conversions parts do not work who is responsible, there was no answer.The technician said he will get back to me and has not gotten back to me since May 6, 2025.I called the owner named **** by the receptionist and he said that he will talk to the technician ****. On Wednesday May 7, 2025, I spoke to and emailed **** a letter detailing my complaint and requesting a refund of $1, ******. Since then there has been no reach out to me by Quarry Hills. I visited the office on Friday May 9, but the receptionist declined to say when I can meet with them. The business offered no resolution.

  

  Business Response

  Date: 05/19/2025

  The customer was refunded $1195.00 of the $1295.00 that he paid as a deposit for special order parts. The remaining $100 is non refundable shipping and handling fees for the parts that were ordered once the customer signed and approved the estimate.

  Customer Answer

  Date: 05/20/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  

   

  Dear BBB representative,

  After a phone conversation with Mr. **** of Quarry Hills, he texted me on Wednesday @ 4:21 pm saying:
  "10:15 for check tomorrow in the amount of $1195 @ ************************************************************"
  Then I wrote by email and text:
  "Mr. ****, I will be down to get the check $1195. 
  However, you have decided to hold back $100 for freight. 
  BBB has contacted you.  
  In this case, then please provide me with documentary evidence for the $100 freight for the specific parts (which are on the signed estimate)  which the ************** sent.  
  Note that you/**** said that the parts were on a forever back order. How can parts be on forever back order,  necessitating conversion parts and you have them already even before client's (my) agreement on second estimate?
  While you have resolved to refund $1195, you have only spoken about the $100 without documentary evidence.  Please provide the documentary evidence for Quarry Hills and the ************** request/requirement of $100 for freight.  
  Note, I discontinued the work and requested the refund because the parts Mr. **** said were  available at the ************** were later said by him to be not available and the unsigned second estimate added a new part and increased the cost of the work/labor.
  
  Thanks,
  
  Pr. Castang"

  Since then I have received no response from Quarry Hills but his secretary told me that they will send the requested information.  If Quarry Hills does not have the documentary evidence of having received the said parts from the **************, then he needs to send $100 back to me.  Moreover, there was no agreement between us which said that $100 would be un-refundable in this circumstance that they created inviting me to continue or decline additional parts and money apart from the prior contract. I asked for the full refund but he removed $100.  I accepted the $1195 pending the additional $100 if documentary evidence is not forthcoming.  

   

  Pr. ******* *******

   

  

  Business Response

  Date: 05/29/2025

  ATTACHED IS THE ORIGINAL ESTIMATE THAT WAS SIGNED FOR BY CUSTOMER.  UPON SIGNING WITH DEPOSIT GIVEN PARTS WERE ORDERED.  ONCE PARTS WERE RECEIVED THE MANUFACTURER SAID WE NEEDED AN ADDITIONAL PART TO MAKE THOSE PARTS WORK.  WE QUOTED CUSTOMER ON THE ADDITIONAL PART ($500) AND HE CHOSE TO CANCEL THE ENTIRE JOB/ORDER AS HE DID NOT WANT TO SPEND ANY MORE MONEY.  UNIT IS OLDER (15 YEARS OLD) AND PARTS ARE HARD TO COME BY, THIS WAS RELAYED TO CUSTOMER VERBALLY BY PLUMBER.  WE DID OFFER TO QUOTE A NEW UNIT AS WELL, CUSTOMER DECLINED.  UPON THE CANCELLATION BY CUSTOMER WE HAD TO RETURN THE ORDERED PARTS AND WE WERE CHARGED A RE STOCK FEE AND SHIPPING FOR THE PARTS WAS NOT REFUNDED TO **.  WHICH IS WHY THE CUSTOMER WAS NOT REFUNDED THE $100, WE HAVE ATTACHED THE INVOICE FROM SUPPLY HOUSE WHICH SHOWS THE SHIPPING AND RESTOCK FEES THAT WE STILL HAD TO PAY.  

  Customer Answer

  Date: 05/29/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Lazarus