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:04/21/2025

  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.

  We recently moved into this home. Plumber was called, and we were told it would be time and a half for after hours. We agreed, as a lot of rain was predicted, and we wanted someone to look at our sump pump. Plumber arrived, and said that a new sump pump was needed. We said OK. He finished doing something (we assumed installed the new pump), and gave us an invoice for $800+. Within 30 mins of him leaving, our 1800 sq ft finished basement was completely flooded with 4 inches of water. We called him back, and he said he couldn't do anything, and charged us another $300. When we got an invoice, its stated a new pump was installed, 20 ft of pipe was installed, and labor costs adding up to the $1100. No pump was installed; no pipe was installed. This is FRAUD, to charge for something that was never done, and for time spent. He was here for less that 30 mins, and charged us for over two hours. Plus, we are looking at $100,000 in damages to remediate and re-do our basement. The owner came over, and said he had no idea what happened. Yet, we still paid them to cause all that damage, and bill us for work NEVER completed. FRAUD!!!!

  

  Business Response

  Date: 04/21/2025

  First offI have told the customer at leastt 3 times that the pump was missbilled as a pump and up to 20 foot of pipe. We just installed a pump and as soon as it was brought to my attention I told him we would refund the amount that was missbilled. and I have since sent a check for the difference. *** customer then said for me to come pick up the pump that we didn't install. However this is the first time he has said this. I have video of the new pump installed and pumping from the night of the loss.unfortunately they are too large to attach. I have been to his house after the loss and I witnessed the new *** working properly. He also witnissed this while I was at his house. Then on Thursday 4/17 he emailed us and this is the response I sent at that time.

   

  I would like you to know that I understand your frustration at the damage to your basement and how upsetting it is for you and your wife.

   
  The amount I am refunding is the difference that was inadvertently overcharged on the original call because replacement of the *** piping was not required and you were misbilled. The amount - $168.28 - will be refunded.  It was not meant to be an insulting or insensitive response, but what you are due as a result of the misbilling.
  
  As I mentioned in our earlier communication, there is a check valve on the drainage piping however the check valve on the drainage piping cannot be opened or closed manually. The sump pump valve opens when water starts flowing and then shuts when the water stops flowing. If you would like to see how the pump operates, I can come out again and show you where your check valve is located and that it cannot be closed or opened in a way that would suddenly cause the pump to start working again.
  
  
  We are a company that stands by our work. I have been trying to assess what might have contributed to your water backup, and determine an appropriate solution so this never occurs again. I absolutely understand your frustration. This is a difficult situation and, from what you have told me, the three other plumbers you have had come to your house to look at the situation are in agreement with my assessment that the pump is working properly, that it shouldnt have happened, and they arent sure why it did happen.
  
  The pump we installed is an exact replacement pump for the one originally installed at your house - that was not working when we dispatched our plumber ******. It is a ******* M63 pump and it is easily identifiable because the green plug lights up when there is power to the outlet it is plugged into. The ******* M63 pump will pump approximately 34 gallons a minute at 10 foot of head pressure. The sump basin will hold approximately 14 gallons of water. The drain tile in your basement is approximately 226 foot around the perimeter of your basement (based on ****** maps overhead view and the measuring tool on the website) at full flow 3 corrugated drain tile will flow up to 44 gallons per minute to the sump pit and 4 Corrugated drain tile will flow up to 75 gallons per minute to the sump basin. These are both maximum flow situations. I cannot recall which size you have installed at your house but 4 is common.
  
  It is also my understanding from when we talked at your house on 4/10/25 that you said two of your neighbors told you to make sure the sump pump was in good working condition. When we arrived at your house the battery backup pump would hum but no water was being discharged. We disconnected the non-working battery backup pump to stop the alarm from sounding and flashing. ****** also stated that the main pump would not kick on and that he tried to manually operate the float to turn it on in front of you and/or your wife.
  
  I sincerely hope that we can continue to work together to successfully resolve your lower level sump pump/water issue please let me know how you would like to proceed.
  

  
  

• Initial Complaint

  Date:01/17/2025

  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.

  I called JJ kokesh to fix a clogged drain. They hired out another company to come complete the job. The man from that company broke my drain pipe in my basement, came and told me I pulled too hard and broke the pipe. He called kokesh and they agreed to come fix his mistake. They then charged me nearly $600 to fix the pipe that the company they hired broke, and now want to charge me an additional $175 to pay the company who broke it initially! When I called the owner to ask why I was charged when the company they hired broke my pipe, he said that glue from pvc pipes will not break under pressure if installed correctly and refused to take any blame at all. This feels like a scam to me and very illegal.

  

  Business Response

  Date: 02/03/2025

  As I responded to your ****** review. Mrs ******, As I stated on the phone if *** pipe is glued properly, it is physically impossible to pull the glue joint apart by hand. After I got off the phone with you I contacted the manufacturer of the *** glue we use and I can forward the email to you if you would like. Here is one line from the email about the strength of the *** joint When properly applied, *** cement creates a very strong bond, considered to be nearly as strong as the *** pipe itself, due to a process called "solvent welding" where the cement dissolves the surface of the ***, allowing the molecules to interlock and create a near-permanent connection; making it suitable for high-pressure water applications when used correctlyattached is a  picture of the pipe we removed from your house that shows a build up of grease in the area that was supposed to be glued into the hub of the fitting. As we can see by looking at the picture the pipe that broke was barely even inserted into the hub of the fitting it does not appear to have ever been glued. If the pipe were inserted fully and glued there would be absolutely no way for grease and/or any waste from the pipe to get into the hub of the fitting. This work was not done by us. If whatever plumber had installed this pipe properly the work we did would not have caused the pipe to come apart. We have done nothing to scam you. And nothing was illegal by any means. As you can see in the third picture the line where the pipe was pushed into is at an angle. It was not seated properly into the fitting and it most likely was not even glued. There is no way for me to guarantee pipes that were not installed properly. Therefore I stand by the fact that the bill as we sent it is valid. 

• Initial Complaint

  Date:11/06/2024

  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.

  On 8/7, a member of JJ Kokeshs team came to my residence to evaluate and provide an estimate for ceiling repair work. The contractor was unable to provide an estimate. He stated that his boss would need to come to evaluate and provide the estimate. No work was completed.Subsequently, I had additional contractors from different companies assess and provide bid. Each was able to provide an estimate on the spot or shortly thereafter. There was no fee for any of their assessments. I contracted with one of these companies based on their upfront expertise and quote.On 10/16, 2 months later I received an invoice from JJ Kokesh for $230.96. Someone physically dropped it off. Its attached for reference. I called to dispute this on 10/16. Reception told me Id receive a call back which I did not. Since then I have followed up multiple times by email. I have yet to receive a call to dispute and resolve the invoice.

  

  Business Response

  Date: 11/13/2024

  Mr. ******* I apologize for not getting back to you. Normally when taking a call we state that there is a service charge for us to come out to your home and if you do the work at that time we waive the service charge. I sincerely apologize if this was not explained to you properly. As I stated in the email we sent to you I have waived the charge. 

  Customer Answer

  Date: 11/14/2024

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
  

  No need for any docks against the organization. I appreciate their response and your help!
   
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:09/27/2024

  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.

  I called the company about a water leak in the main line coming from water meter to the house. I was told that in St ******* those issues are solved by the city. They emailed me info for the town of ***************** to contact. I knew this was no help to me so I moved on. This was around August 14th. I was never told anyone would be coming out to look at the situation or that there would be any kind of charge. I found a company later that week that resolved my problem. Jump forward to 9/27/2024 and I get an invoice from JJ Kokesh & Son for $90. Invoice reads Looked at job. Water service is leaking after meter. (all information I gave them), *** said more research to be done because its in ******************. This is bogus as can be and have no intention of paying this and very aggravated they would send me this invoice when no money was ever discussed. I contacted three other companies to discuss my issue over the phone and not a one invoiced me or mentioned a few for providing a quote. JJ Kokesh never even provided a quote nor was I aware they were going to do a site survey and I was never made aware they did. I just received an invoice and thats just a oversight on their end, which I totally understand, or flat out fraud!

  

  Business Response

  Date: 10/01/2024

  Hey ****,

  After your BBB complaint, I took a look at your file and it looks like it did get sent out in error.  I left a message on your phone today 10-1-24 explaining that it has been voided.  I would like to say however, that you could have just called us.  Sometimes we make mistakes and are always more than happy to correct them when we are made aware.

  Thanks

  ***** Kokesh 

  Customer Answer

  Date: 10/02/2024

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:11/30/2022

  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 am filing this complaint in defense and on the behalf of my father, ******* ********. My parents scheduled a plumber from the cited company to come and fix an issue in the shower in their master bathroom. The appointment was scheduled for 8:00AM. After several phone calls and many hours later, a plumber finally arrived. My father is a 76 year old, fully disabled veteran, suffering from Parkinson's. His age and issues (including struggles with movement and communication) are unfortunately obvious. The plumber made a very crude and weak attempt at fixing an issue in the accessible, master bedroom shower. He spent very little time at their house, and after cutting into the shower walls and removing hardware from the shower fixture, rendering it unusable, he told my father he didn't have the tools needed to fix it. He left soon thereafter without confirming when someone would be back to complete the job. Phone calls to the company to follow-up yielded little to no additional information on when the shower would be fixed. This is the shower my father relies on to use, as it is the only accessible bathroom in their home. I was glad to be at my parents house and be witness to the events, and I am absolutely outraged at the clear ageism and ableism my father experienced.

  

  Business Response

  Date: 12/06/2022

  Up until being notified of this BBB complaint we have been
  attempting to get in contact with the customer to understand the situation.  There hasn’t been any bill sent to the
  customer.
  

   

  ******* ******** contacted our company to schedule an
  appointment, there was no mention of him being “fully
  disabled veteran, suffering from Parkinson's. His age and issues (including
  struggles with movement and communication) are unfortunately obvious.”  He was the one who met us at the door and explain
  all of the issues he was having with the shower, no other adult interacted with
  the Plumber or the office.  We scheduled
  him in an AM window from 8-12, as we do not schedule exact appointment times.
  

  After calling to make sure
  someone was home and to let the customer we were on our way.  The plumber arrived the first time on 11/22
  at 11:45, he diagnosed the issue and explained that he was unable to repair the
  hardware store brand shower valve.  The
  plumber further explained that the parts could be gotten from ******* *** and
  it would take an unknown amount of time or we could replace the valve with a
  reputable brand that was in stock. 

  
  ******* decided to replace
  the shower valve and so the plumber called the office with ******* present and they
  scheduled a new appointment six business days later on 11/30. For again an AM
  window from 8-12.  ******* called and talked
  to the office the morning of 11/30 to make sure he was on the schedule, we
  assured him he was and we would call him when we were on the way.

  
  When the plumber arrived at
  approximately 10:45am he began to do the work of replacing the valve he took
  off the trim to access the tile and began cutting.  The plumber broke 3 bits within an inch and a
  half. For reference a normal cut job takes one – two bits for approximately 24
  inches.  There was concrete backing
  behind the tile which caused the bits to break and the plumber was concerned
  that he would break the tile. 

  
  The plumber explained this
  to ******* as there was again no other person to talk to or making the
  decisions about the plumbing.  *******
  said he understood and that he was not worried if it took longer since he did
  not use this shower.  We left a template
  up for the cut to take place and told ******* we would call later that day.
  The office contacted our
  tile person so that he could make the cuts for us.  Before we could contact the customer *******
  called back to ask who we were planning on sending and to ask about a timeline,
  we explained that it was our tile man and we were waiting to hear back to
  schedule and would call again contact him later that day.
  A few hours later we received
  a call form a women identified herself as his wife and she canceled the
  appointment, saying we were predatory and attempting to take advantage and if
  we sent her a bill she would complain to the BBB.  At this time no one had been billed.

  
  At this time we have not
  sent a bill, and are willing to complete the job.  We do not feel that the bill is exorbitant
  but instead reflects the time the plumbers were there.  We have repeatedly contacted the ******** but
  they hang up the phone each time.

  
  Our concern with this issue
  also lies in the fact that the complaint infers that ******* was not capable of
  making these decisions, when he was the person who scheduled and was the
  primary contact at the home.  If he was
  unable to make these decisions, I would think that he should not have been the
  only adult interacting with the plumber and office and nor have been allowed to
  schedule appointments twice.
  

  While we have not billed the
  ******** for our time, it is our plan to do so for time worked, which was two
  hours.

  
  

  Customer Answer

  Date: 12/06/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  As mentioned in my original complaint, I was at my parents home for the entire duration of the plumber's visit and submitted the complaint on behalf of my father. I can verify that the plumber did arrive at their home after 11:30AM CST, after two phone calls from my father to the office to get an update on the status of the plumber that was scheduled to arrive. They did not call him as you claim they did. I may not have spoken to the plumber directly while he was at their home, but I was witness and present (as mentioned) during the entire time he was there.

  Your response to the complaint is ignorant to the fact that my father is not incapable, but rather your employee made choices during his time at their house that have and are unnecessary. The complaint that you all took advantage of my father was only reinforced after additional review of the shower (following your plumber's visit) by 2 additional plumbers who both verified that the action taken to address the problem was grossly unnecessary. 

  Frankly, my concerns attached to the predatory behavior and choices on the part of your employee is only heighten after reading your response to my original complaint. As my mother told you all in her phone call on that same day, we are refusing to pay on any hours or labor due to the damage and repairs that now have to been made because of the choices of your employee. We have chosen to not communicate with you all via phone calls to insure that accurate communication is documented through this portal/complaint system. 

  
  
  
  Sincerely,
  
  
  
  ********** ********

• Initial Complaint

  Date:09/22/2022

  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.

  In February of 2022 These people came out to fix a master water valve shut off valve to my house. Job was done and paid them about $1100 for the job, This consisted of a master valve, water drain valve and 2 1/2 feet of pipe and he was here for about 3 hours. When the job was done the plumber looked right at me and said don't use this valve to shut off the house go to the water meter outside , "these are junk and always break" At that point the wall was covered back up with the cover plate that was on it before. Fast forward to September of 2022, I have and issue with ******** ***** ******* over a bill discrepancy, they sent out a tech and in their process to eliminate possibilities they told me to go in and shut off the water. Well the valve doesn't work, the tech left, said get it fixed and we will come back out, I called ** ****** and after getting a phone call back I was told, I would be recharged for any repair and service call and all I had was a 30 day warranty. I repeat the valve has never been touched since they left and from what the plumber said while he was here it was almost like he knew it was bad from the start, terrible customer service, to be honest I don't even want them in my house again, I would rather they pay for another company to come fix it or refund me and I will find one

  

  Business Response

  Date: 10/04/2022

  When we received this complaint
  I immediately spoke to our receptionist, plumber, and looked up the original
  invoice.

  
  As you stated, it has been
  over 6 months since the work was done and there was a stated 30 day warranty on
  your invoice.  Unfortunately due to the
  long amount of time the valve has been in your home, we cannot warranty the
  installation past the stated date.
  I spoke to the plumber and
  while he said he couldn’t remember exactly being at your home, since it had
  been so long, that it didn’t seem like something he would say since he just put
  in a new valve for you.  As our receptionist
  also tried to explain, we think there might have been a case of mishearing each
  other or a misunderstanding of when to use the valve.

  
  As I tried to explain when
  we talked on the phone, your incivility toward me, your obscene language with
  our receptionist on the phone, and continued assertion that we can’t run a
  company correctly and have **** customer service lead me to not want to bend any
  of our warranty rules and I do agree with you that it is probably better we do
  not work together again.