Complaints

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

close

Find a Location

Edwards Plumbing & Heating, INC. has 5 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Edwards Plumbing & Heating, INC.

  21919 Telegraph Rd Brownstown Twp, MI 48183-1335

• 

  Edwards Plumbing & Heating, INC.

  4200 Telegraph Rd Bloomfield, MI 48302-2038

• 

  Edwards Plumbing & Heating, INC.

  433 E 5th St Monroe, MI 48161-2078

• 

  Edwards Plumbing & Heating, INC.

  21273 Indian St Southfield, MI 48033-3516

• 

  Edwards Plumbing & Heating, INC.

  25003 Michigan Ave Dearborn, MI 48124-1746

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:03/19/2025

  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.

  My foreign elderly parents called the company for a noisy faucet with a small leak.*** came first.Quoted them,told them what needed to be done, but a smaller man who could fit under the sink would come back.$70 for the visit.They paid ******* receipt given, or email sent.Later his ****** ****** came.Quoted them much higher saying they needed a supply valve for $****** smart dad said no.****** then refused to snake the sink because dad didn't want to pay for a part.Charged $250 to change the faucet.He also cut the water spray hose and left it cut! Had my dad buy a hose and valves and never used .No receipt,no ********** day I called as it wasn't done properly.****** gave his personal cell.He instructed me to get on my hands and knees and fix the valve, that he charged to fix and that his ****** *** would come back next am.*** never showed. I called and spoke to a supervisor.He sent ***.*** agreed this was not right and he'd get them a refund.Said they did not need the valve.While here he put *****,the owner, on phone with me.He assured me he was mailing a check for$250 and giving a store credit of $140 to keep our *********** check ever came. I called and was able to speak to *** who then said he was bringing the check to the house and going to fix the sink to make it right.I have called for weeks,asking for my appointment with *** or to speak to *****. I was hung up on numerous times. No check no calls back.They took advantage of my parents and then lied to me.The job was never done and my dad deserves a full refund and the money he spent on products bought and not used.

  Business Response

  Date: 03/27/2025

  At Edwards Plumbing, we strive to provide excellent service and resolve any issues fairly. We sincerely apologize for the delay in handling this matter and would like to clarify the situation.
  Refund Miscommunication & *****************************start="359" data-end="362"> We agreed to issue a $250 refund, and we take full responsibility for the delay. Unfortunately, our office manager, who was responsible for processing refunds, unexpectedly passed away. This created internal challenges, and while we believed the refund had already been sent, we later discovered it had not been processed. We deeply regret this oversight and will be mailing the refund immediately.
  Work Completed & ******************************************* provided was for a customer-supplied faucet, but the faucet the customer initially purchased was incorrect for their setup.
  Our technician, ******, installed the faucet they provided, but due to the incorrect fit, it did not function properly.
  To rectify the situation, our technician, ***, was ready to return at no additional charge to install the correct faucet.
  Additionally, we provided $140 in credits toward future repairs as a goodwill gesture due to the bad experience with ******.
  Refusal to Allow *** to ****************start="1420" data-end="1423"> Despite our efforts to make things right, the customer refused to allow *** to return, even though he was already on his way. Had they allowed *** to complete the service, they would have received:
  A free installation of the correct faucet.
  The $250 refund, as originally promised.
  $140 in credits toward future services.
  Final ********************start="1812" data-end="1815"> While we were fully prepared to resolve this issue at no additional cost to the customer, we respect their decision. The $250 refund will be mailed immediately. We regret that we were not given the opportunity to complete the service as intended, but we believe we went above and beyond to make things right.
  We appreciate the opportunity to address this matter and apologize for any inconvenience. If there are any further concerns, we are happy to discuss them directly to ensure a fair and reasonable outcome.
  Sincerely,
  Edwards Plumbing

  Customer Answer

  Date: 03/29/2025

   
  Complaint: 23089256
  
  I am rejecting this response because: Unfortunately, this is not true.  I called for over 3 weeks. I have call logs and names of everyone I spoke to. I specifically asked for *** by name numerous times. I said I was still waiting for my appointment time with ***. I was told they would call back to schedule. When I wouldn't receive a call, I'd call back.I called and said I hadn't received the check. I was told numerous times it was a in the notes and the managers know and should be calling me back.

  Initially ***** said he was mailing the check. I gave the address and all info. *** later said he was coming to the house to drop it off. Then again said he will come when he comes to fix the job. I realized it was all lies and there was no one coming and no reimbursement.

  I agreed to the credit when I was told they would come back to fix it. Since they never did and continuously lied, $400 was paid and $400 is owed back to rectify the situation.If not, once I get the total amount from a reputable, honest company I will  seek compensation and action from Edwards for the total amount for the repair and the vandilization of our property without permission. I will also file with **** ****** that handles exploittation of the elderly as well as with the attorneys General office. 
    
  Sincerely,
  
  ***** *********

  Business Response

  Date: 04/01/2025

  You do what you need to. The $250.00 dollar check has been mailed. They will receive it if they have not already. We went above and beyond to try to help and not one word of my responsce was inaccurate. You were trying to get everything for free from the start. It is you that tried to take advantage of a situation and we were trying to diffuse it. You refused to let *** come over when he was on his way because he did not have the check in hand. The check we thought was mailed by our deceased office manager. If you were not being so difficult as I said in my last response then you would have your new customer supposed faucet installed. You bought the wrong faucet and then you wanted us to install the correct one. That was out of kindness. We are not responsible for you buying the wrong faucet but we were going to take care of it for you anyway. You are still responsible for the service and diagnostic fee. We have been there twice trying to please you. The charge for installing the faucet was $250.00. We refunded that in full. 

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 23089256
  
  I am rejecting this response because: I am and will do everything I need to do. This is not about a wrong faucet being purchased.They were told to purchased a faucet, they bought the wrong one. returned it and bought the right one.Your employee went against company policy and tried to fill his own pockets. He gave personal cell phone so they would call him instead of the business. They never wanted anything for free. They paid *** the initial fee and then paid ****** as well, even tho it was not fixed. Neither cousins working together *** nor ****** gave a receipt or got an email. My parents paid cash and ****** tried to get even more from them. He tried to sell a water valve for $260/ 2 for $380. When my father said no to this, his entire tone and plan for fixing the issue that *** originally put together, changed. He left not fixing it and doing a botched job on the faucet replacement. 

  *** came and after assessing, stated the valve was not needed and neither was the new faucet. The old water valve needed to be lifted and tightened. He was apologetic, professional and admitted the wrong doing of the others.*** said although he did not know how to fix the issue my parents called in for, he would fix what ****** had done and replace the hose he cut and left. He said and I quote "you can trust me and *****. I believed him.  Of the 20 times I called, 10 of those times I specifically asked for ***. HE NEVER CALLED BACK OR CAME. The other times I asked for *****. HE NEVER CALLED BACK. How is that not giving the business opportunity to do what is right?  The men I spoke to numerous times: ******* ******** ******, ***** all said it was documented in the notes and unsure what was going on and someone would call me ******* one ever called me back. So after a month of trying I turned to BBB. 

  Now it has been about 6 weeks since ***** originally said the check will; be sent out. 5 weeks since *** said he was coming to fix the job and bring the check. I believe almost a week now again saying the check has been mailed...My parents received their mail today, still no check. Please provide the date and proof the check has been mailed.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:09/16/2024

  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.

  Edwards Plumbing came to repair our bath tub drain on Aug 6, 2024, which was not draining properly. They came out on three separate occasions with three different technicians. At the end of the last visit, the technician initially charged me $700 for simply snaking the drain and replacing the drain plug (none of which worked). I told him that was too high of a price and, after looking at his phone (not sure what for) he looked up and said "OK, how about $500?" I was bewildered as there was not written statement or invoice for the services so I didn't know what I was agreeing to. I responded again that that was ridiculous. Finally, he went down to $343, which I agreed to. It was at this point, after he left, that I realized the problem STILL hadn't been solved. I have been on the phone with basically their call center for the entire month trying to get a full refund. In that entire time, not even the call center had heard back from Accounting or Management as to the status of my claim/refund. After I spoke with a **** in the office at the end of August, finally, he was able to grant the full refund. However, it's been three weeks and I'm still not seeing it in my bank account. Once again, they have been difficult to get a hold of. I am worried they are trying to steal our money, but we will continue to call and be persistent.

  Business Response

  Date: 01/04/2025

  We do not normally refund drain cleaning but because the employee was terminated we did go ahead and refund this client. We made and accptation as a courtesy. The drain was cleared when the technician was there on the original visit.  I see he left several different prices for repairs but only charged for the drain cleaning. We are not responsible for what is put into the drains of consumers so drains do not have a warranty. We did refund this client as a courtesy. 

• Initial Complaint

  Date:09/13/2024

  Type:Service or Repair 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.

  6/19/2024 - my AC was not blowing cold air. Edwards Tech evaluated the problem as a faulty compressor and also a wrong size/ton AC condenser unit installed for the home, said compressor ***air estimate would be sent next day - customer paid $85 cash.6/21/2024 - I reached out as i didn't see an estimate. Got an estimate email for new OEM compressor $3,600.6/22/2024 - had another company (came in less than 24hrs, on a Saturday) eval the problem. They diagnosed the problem as faulty capacitor, changed it right then, and AC started blowing cold air - customer paid ****** called ********************** customer service multiple times and asked to talk to the supervisor to address this concern; called on 6/25, 7/9, 7/26, 8/8, 8/29, 9/13 to ***ort their wrong diagnosis (their tech never used the word capacitor during his evaluation AND wrong estimate). Every single time *** said manager is not available and would call back. A manager returned call the very first time around 6/27 and said he would talk to owner and get back to me about the $85 refund. Since then no call/communication/refund. All calls subsequently led to the same response that manager is not available and would call back. It even makes me question was their service tech certified. I'm quite upset with this communication from the business. Felt I was cheated and a victim of fraud. Lost my $85 in vain. Secondly such a poor communication from the customer service and their word about manager returning the call - no call in 2.5 months! I even told the customer service the last 3-4 times I called that I would file a complaint with BBB. If no refund with this attempt, I will leave reviews of this business online and on forums ***orting it as fraudulent. Only way for the business to address this issue is to send me a check for $85. I will NOT accept a credit or something else. Thank you to the BBB for providing this platform.

  Business Response

  Date: 01/04/2025

  **************** did not approve the refund due to the reading of the guages. Unfortunately that was a mistake. A bad capicator absolutely would have caused our guages to read as they did. I have a apologized to the client and feel terrible about the mistake. I am refunding the fee in full as well as adding credits towards future repairs. This was a grave mistake. I spoke to *****. Super nice gentleman especially given the circumstances. Thank you for accepting my apology!

• Initial Complaint

  Date:04/12/2024

  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.

  On February 22, I received services for emergency plumbing services from Edwards plumbing and heating that totaled $7900. AAA, my insurance company, came to my house and did an inspection after the services were performed and said I was grotesquely overcharged and the amount I shouldve been charged shouldve been less than $2000. After this, Edwards plumbing and heating came back out to my house and made the determination that I was overcharged and they would report back to the company. Then I was informed by the company that I would be reimbursed in 5 to 10 business days. I was never reimbursed and I have not heard anything from the company Ive tried calling them and they will not call me back.

  Business Response

  Date: 05/29/2024

  Hello,
  
   
  
       I have contacted this client. She moved out of her home and is no longer at the address. That is why she never received our check. She had moved out to take care of her mom. She provided me with the new address and we are mailing a new check out to her. She was happy to hear from us and I did give remind her that she has and had my personal number the whole time. I aske that in the future she just contact me as we could have resolved this long ago. A new check has been mailed but it is till not reopened so I can  not respond.

  Business Response

  Date: 06/10/2024

      I do see the client cashed the check for ***** dollars that we sent to them so this case should be closed to the customers satisfaction as mentioned earlier the tech had priced this job incorrectly and we sent a check out to the client before she ever made any complaint to the BBB. We did not know she moved out of the house. Technically this was agreed and settled before the BBB was ever contacted but the client never received our check and for some reason never contacted me about it. I made it clear that in the future she should reach out to us as we were honest about this situation from the very beginning and we contacted her offering the refund because it was the right thing to do.

• Initial Complaint

  Date:07/12/2023

  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 Edwards plumbing and Heating to come check my AC unit about a month ago. They gave me an appointment for them to come and look at it. I asked them what do they charge for to come out and look at it for me and they told me they charge $85 to come out i was okay that fine. I thought my AC needed Freon. I asked them can you tell me how much would it usually cost to fill up the Freon? They told me they cant figure out what it needs until the technician comes. I told them OK. When the technician came, he started to diagnose my AC unit before mentioning to me that there is a $99 diagnostics fee if I dont approve of the repairs. After the technician diagnosed my unit, he told me it needs a part to be replaced. They wanted to charge me $550 for a $200 job that i got another company to do for that much. So when I didnt approve of the repair ,then the technician mentions to me that theres a $99 diagnostic fee. When I told him they never mentioned that and you never mention that in the beginning before you started to diagnose the problem.. He told me yes they do this all the time they dont tell the customer of the $99 fees and a lot of customers complain about it. and he told me to call the manager, which I did and I explain to her that you guys never mentioned the $99 fee, and only mentioned that $85 fee to come out. The manager was being very rude and didnt want to listen to what I had to say and told me we are just going to send it to collection. So I sent the technician away and I called the company to tell them Im willing to pay the $85 but not the $99 because you never mention it in the first place they told me theyll have a manager call me. And I never received a call back from manager and thus a collection was sent to me. So I want to make a complain about this company because theyre using unethical business practices with informing customers what theyre being charged for.

  Business Response

  Date: 09/21/2023

  ****** immediately tried to get my technician to do the work on the side for less money. The now black listed client tried to corrupt my staff and when he was unsuccessful he refused to pay his bill. Once ****** showed him what was wrong with his unit he went online to look up what it was and asked my staff to lower the price off the books since the part was not expensive. ***** was a service fee to show up. Every company charges that. ****** was at the home diagnosing the unit for over an hour we have a GPS on the truck so we know exactly how long he was there. ***** was the diagnostic fee for the time ****** spend diagnosing the unit and arguing with the client about NOT cheating the company he works for and refusing to lower the price. The client only made this complaint and wrote a slanderous review after we sent him to collections. Writing negative reviews online and sending complaints to the BBB is not going to get *************** away from paying his bill. I as the owner of this company will never negotiate with someone who tried to corrupt my staff into stealing from my business that I worked my whole life to build. ****** has been sent to collections and needs to pay his bill.

   

  Thank you

  ***** Edwards

  Customer Answer

  Date: 09/30/2023

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [First, now they are fabricating lies about me to conceal their deceitful business practices. I never tried to corrupt their employee that is completely false and untrue. I never tried to ask that employee to do anything for me on the side. I just refused for him to do the service when he told me its gonna be $550 for a $200 job, I told him Ill pay the $85 then he tells me  its an additional $100 for diagnostics fee. i told him they never mentioned that or you never mentioned it before you started to work on my unit, the employee told me that they do this to customers all the time and to call management to speak with them about it. When I called to discuss they were being rude and refused to hear me out and right away they told me theyll take it to collection. you can go check their ****** reviews and its mentioned by multiple customers they did this to, they dont tell you what you have to pay for up front. So you get stuck with a high quote they give you to do a job or pay $185 for them to come out without telling you its additional $100 for diagnostic fee. Second, also theyre saying I went online and checked how to fix it thats also completely untrue. I never went online to check anything. Thats funny, How am I going to go online to see how to fix it while the tech is here. Completely made up story to cover their lies. Theyre saying he was there for an hour and he wasnt even here for ***** mins. I will check to see if i can pull my security camera footage to prove that he wasnt here for an hour. Again Im willing to pay the $85 I was told I would owe. Im not trying to scam anyone Ill pay the $85. Thank you!]
  
  Regards,
  
  *******************

• Initial Complaint

  Date:06/01/2023

  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 would give 0 stars if possible. We have mini splits that we paid to have had serviced. We had to go with an amount 3 or4 times higher than originally agreed on. They said this was the only way to guarantee the work, if there was ever a leak or is***. Well it was an is***. They stopped working again we have been calling sine the end of the winter to get service and nothing. Whoever is taking phone calls will tell you whatever to get you off the phone. They were supposed to come out 2 days ago, nothing and no phone call. We call back to see what happened and they promised to come yesterday from 8am-1 they never showed up and we called all day and they promised up until 7pm knowing good and well they were not coming out at 7 pm, but they were on the phone promising. Again we called next day asking what happened and we need our service. They continued to promise we would be first on the list, still nothing. Even asked to speak to a manager **** has yet to call us. At this point the best option is to have someone else do the work and *** them to get our money back. They are a horrible company that will lie and tell you anything just to up sale you a service that they half so. You can forget about them fixing anything or even correcting their own mistakes. We spent over **** only for the mini splits to work for a few months. They really should close their doors and call it quits. Now during a 90 degree day and more to come we have to go without air. And they continue to tell us their coming to fix it, having us wait in the smoldering hear all day for them to never show up. We continue to get the run around and get these times to wait on a service person for them to not come. Took the day off from work stayed in the house and they never showed up. Even after calling through out the day, they continued to lie and have us wait for nothing. They didn't even have the decency to tell us they were not coming so we wouldn't be stuck in the house from 8 am in the heat waiting

  Business Response

  Date: 09/18/2023

  We spoke with ************ and were unaware of the complaint with the bbb at the time. There was more work that needed to be done with his units. We did not install these units. ************ did not accept our bid and hired another person or entity to install the units. ************ requested we help him with the units since they were not working due to improper installation by a third party. We agreed to a price to repair but was unable to be reached on the date of the agreed upon appointment time. We actually have not closed out this work order and have tried to schedule ************** to come out and take care of ************ but we have not been able to reach him. We will honor what was agreed upon and we can get started on the repairs as soon as ************ is available. Now would be a great time as HVAC is in its slow season.

   

  Thank you

  ***** Edwards

• Initial Complaint

  Date:05/19/2023

  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.

  On may 9th, ****** Plumbing and Heating came out to help resolve and issue with a gas grill on my deck. As they fixed it, the caused some serious damange on my new deck. A deck that was just installed last nov and has not been used. What cause the damage was instead of release the clamps on the grill which is on wheels, the workers instead dragged the grill on the deck which caused multiple marks on a new deck. I moved this grill through my house and did not cause damage. I wrote two emails to them and they have not responded and its a little fustrating. Its almost like someone doing work on a engine on a new car and scartching it and not fixing it. I reached out to the decks company to see how much it was to repair the deck and the cost was around $1500! Thats a lot of damage for me to ignore given that i have yet to use the deck! Attached is two picture....the first picture is after i installed the grill , the 2nd picture is take by ****** and plumbing and you can visually see the damage that wasn't there before. Also including the invoice to show the work was done this week.

  Business Response

  Date: 09/21/2023

  Due to BBB having the incorrect information for our office during the time of the complaint because of an address change that was never updated we unfortunately never received it. We are just now able to access the complaints and respond. Our terms and conditions clearly state we are not responsible for damage caused by clients property when trying to access plumbing that needs to be repaired. That being said, we do make exceptions and if it is obvious carelessness from our staff then we will work with the client to resolve the issue. Unfortunately emails get lost in spam and or for other reason. We are a 24 hour service and we answer our phones 24 hours a day. Best way to contact us is by phone. We do repair decks and if the client had called in we would of sent someone out to see what we could do to repair if we felt that were definitely responsible. We have tried to call ******** yesterday 9/18/2023 at around noon and then we tried again today 9/19/2023 at 7:30 am to discuss the matter but we have not received a call back from the client or able to contact him by phone. We will keep trying to contact him so we can try to resolve the issue but as of right now we have not made contact after repeated attempts.

   

  Thank you

  ***** Edwards

• Initial Complaint

  Date:12/13/2022

  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.

  On 11/18/22 I contacted for plumbing services to begin on 11/21/22. A $3000 deposit was given. On 11/19/22 I called to cancel services and requested a refund. I was told that the accounting manager was busy but would call me back. No call was received and I have since called 3 additional times. All I want is my deposit back.

  Business Response

  Date: 09/21/2023

  We definitely overlooked ******** refund. I called her myself and she will confirm that I gave her a full refund. I also gave her some credits towards future repairs for the mistake. This has been resolved.

   

  Thank you

  ***** Edwards

• Initial Complaint

  Date:10/21/2022

  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.

  Edwards Plumbing and Heating provided services on 9/21/2022 and was compensated. On the day of service, an itemized receipt was requested and Edwards, confirmed they could provide the receipt right away. On 9/22/2022 Edwards was contacted for said receipt and the customer service rep indicated it would be sent that day. Also on 9/21 it was requested that the technician return as there was an issue with the repair. Edwards confirmed a technician would be out the next morning and the same technician did return on 9/22. However, the issue still remained. On 9/23/2022 Edwards was called and requested to speak to a manager and also requested that a different technician come out to fix the repair. Edwards confirmed they would send a different technician as well as confirmed that a manager would be in contact in a few days. On 9/26/2022 Edwards called and and left voicemail that was missed. Several attempts were made to contact Edwards for follow up over the next several weeks and now it's been a month that we haven't received our requested itemized receipt nor a manager call back to address our concerns regarding how the technician left our bathroom following the repair.

  Business Response

  Date: 09/21/2023

  ******************* was very rude. Hung up on us. We want to do the right thing but they are not communicating with us so I told my management to send them a 500 dollar reimbursement check which I believe is more than generous considering they are not producing a receipt and my staff says the issue was taken care of. If it was me, and I paid money for another company to come out, I would most definitely want my money returned. I certainly would not be hanging up on a company trying to send me funds to make things right. My staff says the problem was fixed. It seems to me that they wanted an itemized receipt and this is truly what this is about. This was not a major project and they did not pay for time and material. They paid for items to be repaired or replaced. It is a flat rate and that was explained to them. For my own conscious and good will we are sending them a 500 dollar refund in case by chance there actually was an issue with the work and they just do not have a receipt and opted to hang up on us rather than explain that. I think the proper thing to do would be to let us know so we can handle it instead of hanging up on us. Given the time that has passed I will not press the issue any further then sending them a 500 dollar check for their troubles and inconvenience. If we did fix the plumbing and they did not need to hire someone then it would be greatly appreciated if the ***** would also do the right thing and rip the check up.

   

  Thank you

  ***** Edwards

  Customer Answer

  Date: 10/05/2023

  The business response is inaccurate. The business owner contacted my husband and shared a narrative claiming that the management he had in place over the last year had created many complaints and problems for him. He claimed he wasnt involved in the business very much. My husband informed him everything in the BBB complaint was accurate and his staff did not follow up with us as requested. And the staffs incompetence is still on him as the owner. My husband informed the owner that  if we were able to retrieve an invoice for any additional repairs we would contact him. The owner contacted my husband the very next day which was upsetting to my husband when he specifically stated we would contact the business. My husband had no additional info at the time to share so he did hang up. The owner did send a check for $500 which I thought was a modest gesture for not addressing our requests for over a year. Not to mention the time and attention it took us to try to get a response from them as well as ensure our plumbing was taken care of otherwise. My perspective is the the business owner needs to evaluate carefully their business practices including appropriate customer service and make significant changes. I will not ever contact this business again nor will I ever recommend them to anyone. We have received many complaints from others within our community about them which aligns with  our difficult experience with them. 

• Initial Complaint

  Date:09/09/2022

  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 had a tenant who had been without a sink and dripping water. The tenant waited 36 hours, beyond the window given. The problem was the garbage disposal. Granted this was a Sunday. I could not let me tenant go several more days without a sink. The plumber charged $600 for a garbage disposal. That is 5 times the value. I had to approve the fix for my Tenant. I can understand double, but 5 times the value???????? That is price gouging. They would not answer my calls or even discuss.

  Business Response

  Date: 09/21/2023

  Unfortunately due to BBB having the incorrect information since we moved our office from our previous location we never saw this complaint until now. No fault of the BBB or we would have responded to this regular wonder customer. ****************** has used our services multiple times since he made this complaint. If a discount was not given to him then I am going to call him and give him one. I will also leave my personal phone number with him in case he has any issue in the future so he never has to file a complaint with the BBB again. The least I can do for a client that is so loyal to my business. I will be reaching out to him today.

   

  Thank you

  ***** Edwards