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Business Profile

Plumbing and Heating

National Water Service

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Plumbing and Heating.

Complaints

This profile includes complaints for National Water Service's headquarters and its corporate-owned locations. To view all corporate locations, see

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National Water Service has 2 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint type

    • Initial Complaint

      Date:02/15/2024

      Type:Customer Service Issues
      Status:
      Answered
      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.
      We had a leak in the basement from a pipe feeding into our water system. Our water system is maintained by National Water Service so we contacted them to fix the leak. They came and did an assessment and gave us an estimate of a few thousand dollars to dig up the pipe from the outside and reseal it. We paid and they completed the work but the leak was not fixed. We contacted them again and they came out twice more to see the active leak but havent gotten back in touch with us about a service remedy. We reached out multiple times and were told they are very busy and we are still on our list or that they are contacting other companies for information on what the problem could be. Its been months and I feel like the owner of the company is just giving me the runaround and hoping we go away.

      Customer Answer

      Date: 02/16/2024

      Good morning,
      Thank you for your response to my complaint.  It feels nice to be supported when you feel taken advantage of.  
      I wanted to update two things.  First, I got the amount of the job wrong.  It was $2000, not $5000.  Secondly, the company responded by sending me to another company to pay for the repair again.  If National Water Service was paid to fix a leak and it's still leaking and they can't fix it, I want my money back, especially because I have to pay for it again. 
      Thank you for your help!
      ****** *******

      Business Response

      Date: 03/01/2024

      To respond to this complaint again.   We specifically told the homeowners on both days that there were no guarantees that the fix would work because there could be underlying problems in the foundation walls that are undetectable visually.  The only time we guarantee against wall leaks is when we abandon the existing penetration and drill a new hole.

      Customer Answer

      Date: 03/04/2024

       
      Complaint: 21297019

      I am rejecting this response because these statements were not made and we were lead to believe they would continue to work on the issue.  They promised to revisit and instead ignored us and only responded when we reached out to the BBB.  We would like our money back since they didn't do anything to solve the problem they were hired for. 

      Sincerely,

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

    National Water Service is NOT a BBB Accredited Business.

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