Complaints

This profile includes complaints for Proto Home Service's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Proto Home Service

  191 Lowe Ave Stoughton, MA 02072-1928

  
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  Proto Home Service

  14 Lothrop Ave Milton, MA 02186-1400

  

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:07/14/2022

  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.

  I called Proto home services in Stoughton. Ma. on Saturday July 9, 2022 about 9 pm with a plumbing emergency because my cast iron sewer pipe in my basement rotted through and was draining water as if the faucet was on low . I sent him pictures and video of the problem and he said he could fix it and he showed up at 7 am Sunday to fix my pipe . After he went down to look at the problem I asked “ how much to fix the pipe ?” He responded “ well, it’s going to be double because it’s a holiday “ ( I surmised that the average plumber charges between $100.00-$300.00 / hr ) so I said ok , let’s fix the pipe thinking it would not be too much to fix . ( I just had a different plumber in my house a month prior changing out my sink and bathroom appliances and he only charged me $165.00 , so I based my price on what he charged me , and doubled it in my mind because Proto home services was an emergency call ) . There was NO CONTRACT OFFERED OR SIGNED PRIOR TO HIM STARTING WORK . It took him only 2 hours to change the pipe to PVC pipe .( 10 feet of sewer PVC pipe costs $47.00 at Home Depot . ) when he was done he gave me a piece of paper stating that he went to collect supplies and changed the pipe . HE CHARGED ME $3,375.00 !!!!! To do this . He is a big imposing man standing in my kitchen beside me and I was scared not to give him a check for that amount . He had it cashed before I could get to the bank to put a stop on the check . When I called him today to ask him to refund at least $2,600.00 that he over charged me. He started yelling at me that I agreed to pay that price beforehand ( which I would NEVER AGREE TO THAT MUCH MONEY TO CHANGE OUT A PIPE ! ) I want him to refund me the money . I am willing to pay him $800.00 for the work he did but not $3,375.00 He is very deceitful in his business practice . I checked reviews on his website that are favorable , they are all of his family members . No one else . Can you help me ?

  Customer Answer

  Date: 07/16/2022

  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 # 17570036. 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,

  Susan