Complaints

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:03/10/2025

  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.

  1/23/25: contacted Jett Plumbing to request assistance in disconnecting radiator circuit from tankless water heater. Provided image of tankless system to business owner upon request.1/30/25: Jett Plumbing employee arrived for appointment and before proceeding with any work, I reiterated that my goal was to disconnect the radiator circuit as I am no longer using the radiators, and that I did a test already by turning off the hot and cold valves for the radiator circuit, and within 1 hour, the tankless system displayed an error message and stopped heating the rest of the water for the rest of the house, and would only start heating the other circuit (sink/potable water) upon me rebooting the tankless system. I explained I did that test multiple times, and that I needed him to ensure that however he disconnects the radiators, he needs to ensure that the tankless system will still keep heating water for the rest of my house in the other circuit. Hours later, Jett Plumbing employee told me he cut the circuit out and the tankless system needs to be replaced because it wasnt working. He refused to reconnect the circuit again before he left, which left me with no hot water for several days. They then emailed me a bill for $600.1/31/25: I contacted the Jett Plumbing business owner, he agreed to personally work on my system on 2/4/25.2/1/25: I received a quote for $1,450, which I declined in their portal on 2/2/25 with comments.2/3/25: I contacted Jett Plumbing business owner about the quote (screenshots of conversation in attached document).2/3/25: I contacted another plumber who is certified in *************** who came out on 2/5/25 and said "this is the worst thing [he] had seen in his career." And "the first guy just made it much worse." He fixed what Jett Plumbing did and restored the system to functional state in 2 hours, and charged $500 (only cost was labor).3/1/25: Jett Plumbing referred my unpaid $600 bill to collections. Not only is it in collections, but the amount due is now increased to $783.30.Nothing like this has ever happened to me I am not sure what to do next. The work that Jett Plumbing did was inappropriate and left me without hot water, despite them having the information necessary to make a professional educated decision about how to proceed with that work.

  Business Response

  Date: 03/10/2025

  This is partly true. 

  Firstly, she was clearly aware that we bill by the house plus materials on ALL jobs, and we were there 4 hours at $150 per hour. Upon arrival, my plumber saw they were doing renovations without permits or licensed contractor which was a red flag. This was a handy man who was hard to understand with lack of english, but acted like he knew everything. My plumber had clearly explained he wasn't sure if it would operate with the heating portion disconnected, her and the contractor were very aware of the possibility and agreed to proceed. The piping had to be removed regardless, as the entire house system was being eliminated. After removing, we found that the unit was not operational and it was 8pm at night. We explained we would call Navien customer support the following day and I would follow up. I called them personally and they explained how to create a fake loop to get it operational. I told her the next day what was involved and I would come out personally, but there would be more time and some materials. She declined as if it was our fault, when everything was very clear up front. Since she did not want to resolve the issue, she was referred to collections and the case is currently pending.....there was filing fee and late fees included. This can be updated after court date.

  Customer Answer

  Date: 03/11/2025

   
  Complaint: 23043620
  
  I am rejecting this response because:

  There are multiple lies in this response. 
  **** contractors of mine engaged any Jett Plumbing employee. I was physically present for the entire duration of the employees visit and I am the only person who spoke with the Jett Plumbing employee. 
  2.Nothing regarding price or cost was ever discussed with anyone from Jett Plumbing prior to them starting any work in my house.
  3.While it is true that the plumber was in my house for ~4 hours, he cut out the pipes in 30 minutes and then realized the hot water heater was showing an error and not working as he expected. He then spent the rest of his time talking with the Navien customer support and others from his company, trying to figure out why it wasnt working as he expected.  
  Overhearing his conversation, it was very clear that he didnt know what he was doing at all. When I realized that, I asked him to put back what he disassembled to its prior (functional) state. He responded that he needed to leave for the day and that someone else from his company be back the next day.  
  4.His plumber did not communicate any concern that the system may not work without the heating portion connected, and because he didnt communicate this concern, I was not able to consent to this risk before he began the work.  
  5.His statement that renovations were being performed without permits is not true. 
  
  Despite leaving me without hot water and trying to charge me for leaving me worse off, **** **** has threatened me multiple times with collections and other credit consequences if I do not pay this bill. I am willing to go to court or any other appropriate forum because this isnt ethical and I want to prevent this from happening to other customers. 
  
  Please me know the next steps to take to continue pursuing this. 
  
  Sincerely,
  
  ******* *********

  Business Response

  Date: 03/12/2025

  We have reached out to try and mitigate to avoid collections and court which she rudely denied.

  we will not respond again, as we trust the court process and collections will resolve the issue.

  Customer Answer

  Date: 03/15/2025

   
  Complaint: 23043620
  
  
  I am rejecting this response because: Jett Plumbing did email me directly, but did not offer resolution terms. Instead, **** **** continues to make threatening statements. The email correspondence is pasted into the bottom of this response. I attempted to attach a screenshot but it fails to upload. It is available upon request. 
  
  I am still willing to go to court or any other appropriate forum because this isnt ethical and I want to prevent this from happening to other customers. 
  
  Please me know the next steps to take to continue pursuing this. 
  
  
  Sincerely,
  
  ******* *********
  ------------------------------------------------------
  
  From: **** **** <*************************************************************>
  Date: Tue, Mar 11, 2025 at 7:09?PM
  Subject: Re: Past due bill
  To: ******* ********* <****************************************************>
  
  
  Ok great. Your making a huge mistake, we will proceed accordingly. 
  Ill let my collections team know, you will see them in court.
  Best of luck!
  
  **** ****
  Jett Plumbing
  ************. 
  ******************************.
  Find us on Facebook. 
  
  
  
  On Mar 11, 2025, at 7:04?PM, ******* ********* <****************************************************> wrote:
  
  
  ?Hi ****,
  
  As I requested before via text message, please do not threaten me anymore. Do what is right for you and your business. I dont owe you anything; you owe me for inappropriately destroying my property and leaving me without my previously working hot water. I am willing to be in court as long as it takes in the hopes that you dont do this to anyone anymore. On top of all of that, I was surprised to see you lying to the Better Business Bureau about a conversation with my contractor, which didnt happen. Your employee spoke with me directly the whole time.
  
  Additionally, you claim to the Better Business Bureau that I have no permit for construction/renovation on my house. This is beyond the bounds of your professional engagement with me, and also untrue because I have all appropriate permits for work being done on my house.
  
  
  Regards,
  
  *******
  
  
  
  On Tue, Mar 11, 2025 at 2:33?PM **** **** <*************************************************************> wrote:
  
  *******,
  I wanted to reach out one last time to see if you would like to settle this bill before the court date it set. I stand by the bill and my collections team is willing to go to court. The time spent there is due.
  I think it makes sense to mitigate the losses so you dont have to take a day off in court,and the bill will attach to your credit report as well.
  If youd like to come to an agreement to stop the collections and you eliminate the BBB review
  **** ****, I open to
  
  Jett Plumbing
  ************
  ******************************
  Find us on ********!