Complaints

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

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  Catons Plumbing & Drain Service

  801 Geipe Rd Catonsville, MD 21228-4398

  
• 

  Catons Plumbing & Drain Service

  616 Water St STE 316 Baltimore, MD 21202-4042

  
• 

  Catons Plumbing & Drain Service

  3696 Park Ave STE 204 Ellicott City, MD 21043-4677

  
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  Catons Plumbing & Drain Service

  41 State Cir STE 5 Annapolis, MD 21401-1904

  
• 

  Catons Plumbing and Drain

  817 Silver Spring Ave Ste 110C Silver Spring, MD 20910-4617

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:05/05/2025

  Type:Customer Service 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 contracted with Caton's Plumbing around April 16, to replace waterline to my home. This was in response to Baltimore City sending me thousand dollars water bill forMarch & April. Caton Plumbing !workers came on my property on April 18 to to replace the water line, that was in the far left of my yard. The worker rode on a small excavator and managed to completely demolished my entire front yard.During the course of this work, he also managed to hit an electrical line knocking out the streets lights for the entire block . Which were out for several days and angered many of my neighbors. Also since Apri 18, I do not having running water in my shower, the water is dripping, which I did not have before April 18.I have lived in my home for almost 28 years and had a beautiful Japanese Burberry bush in the front year, which due drafter being dug up by Caton Plumbers worker and thrown on its side and left in the heat for over 12 days. My neighbor and U tried keeping the roots wet and covered it with garbage bags, to no avail. Caton Plumbing has assumed no responsibility for the negligence of its workers while on my property.Instead covered a portion of the yard with hay or straw, that is not suffice.The workmanship of Caton Plumbing can only be termed substandard andsl professionalism that I expected when I contracted with them.Also Caton Plumbing is reporting that they have to replaced the pipes in my house, in order for the water in the bathroom to be restored for an additional 2500.00 dollars.

  Business Response

  Date: 05/12/2025

  See attached contract.  Catons was contracted to excavate and replace a galvanized water service from the Water meter by the curb to just inside the home and connect to the existing water distribution system in the home.  We completed this an unfortunately found that the home also needed the galvanized piping in the home replaced.  this was not a part of the contract.  We offered to repipe this for an additional $2500.00.  Ms ****** declined.

   

  We did end up negotiating with Ms ****** to do the work for an additional $1000.00.  We completed this work.  Ms ****** advised she is happy with the work and will ask the BBB to remove her complaint.

   

  Let me know if you have any additional concerns.

   

  **** ********

  General Manager

  Customer Answer

  Date: 05/14/2025

  Good Morning,

  While the water pressure in my home has been restored, which cost me an additional 2500.00 dollars on top of the 7500.00.

  My front yard has not been restored, the sod was placed on less than half of the lawn, while Caton plumbing destroyed the entire yard. Also my full grow Japanese Burberry bush has not been replaced. small tree has been installed instead.

  Lastly, when Caton plumbing came in my home to replaced the galvanized pipes, Caton worker cut 2 holes I m my living room ceiling, which was brought to Mt attention by my son. As well as removed a ceiling tile from the upstairs hallway and didn't put it back nor have I been able to locate it in my home.

   

   

• Initial Complaint

  Date:04/28/2025

  Type:Customer Service 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.

  Called to fix a water leak in pipe coming out of hot water heater in basement in December 2024. Company sent an inexperienced/unqualified plumber to repair. Said he could not give a total estimate but job would be based on time and materials at $175 per half hour. Spent an inordinate amount of time obtaining parts and having to re-do work several times. Luckily, that evening I went down just to check on it and saw that it was leaking worse than it was before the repair. Cleaned up the mess and wrapped towels around leak to prevent further water damage. Called company and they sent someone out the next morning. That plumber knew what he was doing. Went to get parts and had it fixed in a small fraction of the time that the previous plumber spent. Called to dispute amount I paid for the incompetent plumber. Everyone was very nice but they never follow up. I have now called at least 30 times over 5 months. They always say such and such is out of the office today but they will call back one way or another and never do. Finally reached a settlement with one of the managers for $300 refund which should have been at least $500 but they had wore me out by this point. Check has never been received and they never call back. Leaving names of those I talked to out of it but happy to supply if needed.

  Business Response

  Date: 04/28/2025

  We apologize to Mr. ***** for the delay in getting him the
  refund we discussed.  
  We have sent the check via 2 day ***** delivery.  I
  attempted to call Mr. ***** today and was unable to reach him.  I did send
  him an email offering to drop it off today or send via FedEx.  We did not
  get a response so we sent via FedEx.
  Again, Mr ***** Please accept our apology.  If you have any questions please give me a
  call.
  
  Greg A*******
  General Manager
  

  Customer Answer

  Date: 04/28/2025

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:03/10/2025

  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.

  The toilet was blocked, and the water flowed down to the ceiling of the lower floor. I called ***** for repairs, and the repair process went smoothly without any issues. I then paid $800 for the service.The next day, a representative from ***** told me that since the wastewater had flowed onto the ceiling of the lower floor, disinfection was necessary. They assured me that this cost could be covered by insurance and that they would provide valid evidence and documentation.However, later, the insurance company responded that ***** had not provided any photos to prove that the blockage had caused water to flow onto the lower floor's ceiling. Meanwhile, ***** was only focused on charging me fees of $2938.22 for the disinfection without making further communication with the insurance company.I want to reiterate that the reason for the current lack of payment is not solely my responsibility. You also failed to fulfill your obligations. Therefore, you need to communicate with the insurance company again and submit the evidence photos taken at the time.If the insurance company denies the claim again, I will pay the portion that I am responsible for. However, as things stand now, your service was not completed properly. Simply running a few air movers for two days does not justify such a high fee.

  Business Response

  Date: 03/23/2025

  Dear BBB,
  
  On 10/27/24 catons was called to the Su residence.  The toilet I the master bath overflowed.  Catons pulled the toilet and snaked the line removing the clog.  We also reset the toilet and made some repairs to the toilet. 
  Sewage water had overflowed and leaked into the room below damaging the ceiling.
  Catons sent out a field supervisor to survey the damage and offer water restoration services.  The *** signed all of the documentation and Catons performed the work including documenting the loss.  Catons agreed to send the invoice to the ********insurance company as a courtesy.
  Catons has been doing water restoration for more than 10 years and had an IICRC certified technician leading the crew doing the demo, cleaning and sanitizing the affected areas, setting drying equipment and doing the daily moisture readings during the drying process. Upon completion and signatures to our certificate of satisfaction from the ***, Catons invoiced the insurance company, ********* Insurance.  For some reason ********* denied the claim advising only the ***. 
  The *** then sent an email complaining to Catons thet we had told them that the claim would be honored by *********.  Catons made no such claim and the documentation signed by the *** do not support that.  See the attached correspondence and copies of the contract with highlighted area signed and  individually initialed in the contract.
  After receiving the information Catons reached out to ********* adjuster to see why the claim was denied.  They would not discuss it with Catons.  The claim had been thoroughly documented with the source of loss along with photos and clear descriptions of the remediation as well as with moisture readings during the dry out.
  Catons recommends the customer file a complaint with the ***************************** at ************ against *********.  Unfortunately, Catons contact is with the *** and they are obligated to pay the invoice. Attached is also the file sent to ********* detail the loss.  Let us know if we can be of further assistance.  We are happy to assist the *** in any way in their pursuit of reimbursement from *********.
  

• Initial Complaint

  Date:02/04/2025

  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.

  An employee at Caton has been contacting my employees to request payment on a balance. However, what happened to privacy? My employees should not know about my balance. The balance has since been mailed via USPS. Below is an email I sent to Catons Plumbing and did not receive a response.
  
  Good Afternoon,
  
  As a follow-up to our conversation, your concerns have been noted; however, attaching individual employees to a business matter is completely inappropriate and unprofessional. If you have an outstanding balance related to ******* ******* *** ******** *****, the proper channel for resolution is through the organization itself, not its employees.
  
  Payments are processed through the proper financial channels, and any outstanding matters should be addressed accordingly. Moving forward, please ensure all communication remains professional and directed to the appropriate contacts ( the person who signed for service and accepted the invoice). In addition, see the Maryland law for debt collection so that you can effectively perform your job duties going forward; it specifically highlights the points where you are not supposed to "disclose information about your debt without your permission or to people who don't need it". (i.e., my employees).
  
  However, a check will be sent out today for $815.74 to the address on the invoice.

  Business Response

  Date: 02/12/2025

  ******* ******* ******** called in a plumbing service call
  for a toilet backup on 10/23/24.  Catons
  responded and performed services of cleaning the main sewer and the invoice for
  the service was $815.74.  Catons payment terms
  are clearly stated on the back of our signed workorders at net 10 days.  We do generally allow up to 30 days in practice.
  Catons accounts receivable person, Hannah,  called the location and left messages for N.
  Hill on 11/1/24, 12/17/24, 12/30/24.  No
  calls were returned.  Emails were sent to ******@lscl.org 11/1/24, 12/17/24, and
  1/20/24.  There were no replies to the
  emails to ******.  Hannah then used
  google to find other employees at ******* ******* ******** to try and find
  someone who would respond.  She believed
  that ** **** either no longer worked at ******* ******* ******** or she was on
  leave.  Finally, Hannah sent an email on
  1/30/25 stating that we would be turning this over to our legal department for
  non payment.  That did elicit a response from
  **** ****** the founder and CEO of ******* ******* ********.  Ms. ****** was very offended that the email
  on 1/30/25 had so many employees of ******* ******* ******** being sent the
  email.  It was only being done to find
  the proper party to get the invoice paid so we wouldn’t have to send it for
  legal/collections.  There was no intent
  to disclose information about debt without permission as Catons has no idea who
  the owner(s) of ****** ******* ******** is.  Catons was simply trying to get paid for
  services rendered over 90 days prior.

• Initial Complaint

  Date:10/11/2024

  Type:Customer Service 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.

  Plumber damaged my home with poor quality work and installed a used sink with foam and a leaking tub incorrectly costing thousands more dollars to correct.
  
  I am disabled and paid for a renovation with ada compliant bathroom fixtures and was completely ripped off and harassed.

  Business Response

  Date: 11/12/2024

  Ms. **** ********* contracted Catons on 07/30/24 to replace a
  bathtub and vanity in her upstairs bathroom. 
  The project included removal of the existing tub, repair to the plywood
  flooring under the existing tub, remove water damaged tiles on the 3 walls
  surrounding the tub, Installing a new deep base soaking tub, install new purple
  drywall (which resists moisture, mold, and mildew), Install new drain piping to
  the tub, and Install new 24” white vanity with faucet.
  Ms. ********* signed all paperwork for the work and the work
  was completed on 08/01/24.  At the time
  of completion the plumbers advised Ms. ********* not to use the bathtub until
  she had tile installed on the tub surround.
  On 09/03/24, Ms. ********* called in complaining that the
  tub leaked and caused her ceiling below to become saturated and collapse.  She also advised that the vanity we installed
  did not work for her and that she wanted a different vanity.  We immediately sent out a plumber to check
  the work.  He reported back from the
  house that none of the pipe connections on the supply or waste side were
  leaking.  He said any water that went
  into the ceiling was due to Ms. ********** using the tub prior to sealing the
  tub surround with tile. He also advised that she told him that the vanity did
  not work for her from an accessibility standpoint. He advised Ms ********* that
  we found no pipes leaking but also that we would be happy to replace the vanity
  with a different one at no cost.  She
  declined.
  On 10/08/24 Mc\s. ********* called back in complaining that
  the vanity and sink we installed were not ADA compliant.  She sent in quotes from ****** ******** and
  invoices.  We advised her that we would
  pay for the install of the new sink.  All
  of the other invoices or estimates did not have a detailed description of
  work.  We requested that she get a
  detailed description so we could see if they related to our work.  She has not provided any invoices with
  detail.  See attached invoices and
  estimates from ****** ********.
  Catons is happy to reimburse Ms. ******** for any costs
  associated with replacing the sink/vanity. 
  We will review any other invoices relating to any defective work that we
  may have performed and reimburse for these costs.  
  

• Initial Complaint

  Date:06/24/2024

  Type:Customer Service 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.

  5/14/24 Catons Plumbing sent Ramon to clear clog from bathroom toilet, the work took several hours. While there before the toilet was removed to clear clog about hour into work there was a loud crash when I came to see what happened there was a mess in bathroom area and our heavy duty classy waste can was damaged badly. At the time I did not notice any other damage. After another hour the tech finished and left quickly without cleaning the bathroom area and our hardwood floor outside in the hall. It was not till later that we noticed hairline crack in shower area. We have been in contact with Catons manager Eric Q**********. He seems not willing to accept responsibility. I sent him pictures of crack on shower wall, he says crack too high to be caused by work done by Ramon. But if machine fell into wall the pressure easily could do damage higher up. I asked Eric to send us an e mail letting up know if they will or will not accept responsibility. It has been several days since with no response. So therefore I am asking for BBB help. No one has even came to see in person. Thanking You in advance for your help.

  Business Response

  Date: 07/02/2024

  We have met with the customer at his home and offered him a 50% refund on our service.  Larry has accepted.  Additionally we are going to camera his main sewer line and email him a copy of the video.  

  Customer Answer

  Date: 07/02/2024

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ******** *******

• Initial Complaint

  Date:10/09/2023

  Type:Customer Service 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.

  Catons plumbing was hired to clear a clogged sewer line at my home. We discovered the old cast iron pipe was clogged and need to be replaced. I hired Catons to do a pipe bursting. They conducted to pipe bursting, using a subcontractor. I discovered after the job was complete that there was an additional bathroom connected to that sewer line that was not identified in Catons assessment and the pipe bursting disconnected it from the main sewer line. This was discovered in early July of this year, it is now October and Catons has not repaired it, I call the manager Greg at least once a week and he only responds after 3-4 attempts, then he says they are waiting on something and doesn't contact me for two more weeks. We have been unable to use this bathroom and shower for 2.5 months.

  Business Response

  Date: 10/09/2023

  We have sent a proposal to the customer for the additional work.  The customer has accepted the proposal and the work is scheduled for Monday 10/16.

• Initial Complaint

  Date:09/11/2023

  Type:Customer Service 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.

  On 6/21/23 Caton came out and replaced my broken water heater. Took 7 hours to for him to complete and left a water mess all over my basement. Two weeks later (7/12 or 7/13) the same plumber comes out as the water heater is not working. Was told nothing was under warranty and it was due to a surge. All they could do was reinstall and give me $500 off. I was told to get an electrician for the surge.There would be a charge for him to come out as nothing was under warranty. I told them no and I was going to get a second opinion
  I hired an electrician who informed me the wire i have is aluminum and the plumber did not use the right connector hence why the new water heater burned up. There was no surge and the power lines to the water heater were fine
  I spoke with a manager Dan who verified this information and was told I was going to get a full refund.
  I checked my last statement and only the charge to come out to look was refunded not the full amount. Called their billing who stated they would honor the original refund and that a manager would call me. The new manager called and said after research they would not refund me the full amount only the parts.

  Business Response

  Date: 10/06/2023

  This letter is in response to a credit card dispute for ***** ******* for $2591.06 for a Water Heater installation on 6/23/23. We were sent back to ****** house on 7/11/23 for her Water Heater not working. We informed ***** that the water heater had been burnt up most likely due to a power surge or her incoming power to the heater. Kate informed me that she hired an electrician who stated there was no power surge and that it could have happened due to improper wiring connections. I informed ***** that if the wiring connections were done incorrectly, then as soon as we turned the power back on it would have burnt up the water heater at that time and not almost 3 weeks later. Also, if there was no issue, why did the electrician change her aluminum wiring to copper if the fault wasn't ****** incoming power line. As a good faith we informed ***** we would refund the parts cost of $1685. I also showed ***** photos of her power line with scorch marks and stated the scotch marks were only on her incoming power line and none on the water heater connection resulting in the issue coming from her power supply line. I have attached a copy of her invoice. If you would like to see pictures of the wiring, please email me. 
  Please feel free to contact me if you need additional information or verification. 
  
  
  

• Initial Complaint

  Date:04/10/2023

  Type:Customer Service 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.

  In June 2022, I paid Catons Plumbing $3980.84 (Invoice No. *************) to have a tankless water heater properly installed on my property by a qualified, licensed plumber, to replace a traditional tank water heater. With this, I also received a 1-year residential guarantee for labor.
  While attempting to get estimates for the annual maintenance/descaling service for the water heater, two plumbers outside of Catons and one senior technician from Catons independently informed me the tankless water heater was installed incorrectly and maintenance can not be conducted. The water heater does not have a maintenance kit, it is missing a shut off valve and the carbon monoxide vent is sloping the wrong direction.
  
  My estimate/invoice from Catons Plumbing includes a maintenance kit, so I have already paid for this.
  
  Zach, the plumber who did the incorrect installation to begin with, came out to my house on 4/4/2023 when I was not home, and he installed a quarter pipe on the exterior vent and claimed the issue was resolved. However, nobody from Catons explained to me what issue this resolved, or why this was done without any authorization from me for him to conduct any work on my house.
  
  In speaking with Catons Plumbing managers, Jason and Dan, I am told they will install the maintenance kit for free but I will have to pay for the part itself. They have not offered any resolution to install the missing shut off valve or to fix the slope of the carbon monoxide vent.
  
  I took work off for the appointment on 4/10/2023, when Catons was scheduled to fix the water heater installation issues. I confirmed this appointment on Friday, 4/7/2023, as well as on the morning of 4/10/2023. However, at 9:44am, on 4/10, I was informed that no plumbers will be out for the appointment today.
  
  Since 4/1/2023, when this issue was first identified, I have repeatedly been told by Catons staff that a manager will reach out to me. I have yet to be called by a manager. I am the one who initiates any contact with Catons to find a resolution to these issues. Nothing gets resolved in any of the conversations, and I always am told that I have to talk to someone else who is "not in the office today". Now when I try to speak with Managers Jason or Dan, or their supervisor, Greg, everyone is busy and this issue is still not resolved or moving anywhere toward getting resolved.

  Business Response

  Date: 04/14/2023

  We have contacted the customer and will be installing the valve kits free of charge on 04/17/23.