Complaints

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

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Campbells' Plumbing & Heating, Inc. has 2 locations, listed below.

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  Campbells' Plumbing & Heating, Inc.

  195 High K St Belgrade, MT 59714-8973

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  Campbells' Plumbing & Heating, Inc.

  PO Box 128 Belgrade, MT 59714

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:07/17/2024

  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.

  Date of the transaction: June 18th, 2024 The amount of money you paid the business: $1,328.25 What the business committed to provide you: What the nature of the dispute is: Wrongful charges for services not provided Has the business tried to resolve the problem: No, instead, the business has sent more quotes for other `fixes` that would not address the actual issue.Details:Campbells technician named *************************** personally came to the house on June 6th, 2024, and performed maintenance on the **** system at the address listed above (*********************************). This initial visit resulted in a service bill of $901.30, which I fully paid. At the time, he diagnosed the issue with the broken ** unit on my second floor, and a new part was ordered for that **. We scheduled a second visit to perform the repair.The second visit occurred on June 18th, 2024, by a different tech, ************ He came with the tools and parts for the repair. The aim was to get the ** working again, and Campbells presented me with an invoice for $1,328.25, which the company charged me the full amount of on June 25th. The charge was posted knowing that the ** had NOT been fixed during that second visit. Furthermore, ****, the second technician performed an improper installation of the new metering device, resulting in unrecoverable damage to the new device that ***** determined was the original cause of the problem when he came the first time. To further compound matters, ***** and **** sent me two additional quotes for extra work on the lineset entering the house where no restrictions have been observed by the third party I brought in to get a second opinion on the problem I have been facing with this ** unit. The third-party service I had to hire determined that the metering device that was recently installed appears that it was overheated while being brazed in, and that this can easily happen when a wet rag or brazing putty is either not used or not used properly.

  Business Response

  Date: 07/18/2024

  On June 5th, 2024, our most experienced technician with over 15 years of experience diagnosed the complainants ** system as needing a part replaced. Our technician ordered the part and then we had a different technician perform the part replacement. Our technician replaced the part, successfully pressure tested the system, and performed an ** system inspection where he found a kinked refrigerant line. This is an issue for a couple reasons. 1) it restricts refrigerant flow to the ** unit, and 2)the weakened, kinked areas can develop holes over time, causing the refrigerant to leak into the house. The kink was unlikely contributing to the original issue the complainant was having, but the kinked refrigerant line is an issue that needs addressed. The complainant was presented with a single quote showing 2 different options to fix the refrigerant line. Option 1 was a full line replacement, while option 2 was cutting out the kinked section and brazing in a new section. This made the complainant very upset as the original issue was not resolved.
  Campbells Plumbing and Heating, **** has been in business for over 26 years, and we have a 1-year warranty on all parts and labor. We stand behind our work. We proposed to the complainant to have the original technician go back at no additional cost, to evaluate if the new part fixed was defective or not. Our technicians are highly trained and qualified, and they take immense pride in their work. They are also human and are prone to mistakes. Had we determined the part was defective (regardless of installation error or part defect), the issue would have been fixed at no additional cost per our company warranty policy. We were more than willing to fix that part for the original quoted cost. However, the complainant chose to forego this option and, instead, utilized another company to evaluate the issue without discussing any kind of payment agreement with us. Since the original part was under the manufacturers warranty, the complainant will be entitled to that warranty reimbursement once received from the manufacturer.
  The complainant never reached out to us to coordinate paying for third party to look into the issue. Because there was no agreement upfront,in addition to our willingness to complete the original fix properly at no additional cost, we were / are unwilling to refund the complainants requested amount. 

   

  Attch: single quote with two line set replacement options

  Customer Answer

  Date: 07/18/2024

   
  Complaint: 22006061
  
  I am rejecting this response because:

  The second visit occurred on June 18th, 2024, it was performed by a different technician, *******************. He came with the necessary tools and replacement part to perform the repair. The intention of this second visit was to get the ** working again, and Campbells presented me with an invoice for $1,328.25 (order number *****), which the company charged me the full amount of on June 25th. 

  
  The charge for $1,328.25 was posted knowing that the ** had NOT been fixed during that second visit. Furthermore, ****, the second technician performed an improper installation of the new metering device, resulting in unrecoverable damage to the new device that ***** determined was the original cause of the problem when he came the first time. To further compound matters, ***** and **** sent me two additional quotes (one is the quote ***** you included, which is irrelevant) for extra work on the lineset entering the house where no restrictions have been observed by the third party I brought in to get a second opinion on the problem I have been facing with this ** unit. 

  Just to reiterate this last point: You charged me $1,328.25 knowing that the ** had NOT been fixed and then sent me extra work proposed by ******************* and ***** that would not have solved the problem either. It would have only aggravated the situation while expecting me to continue footing the bills for misguided and unnecessary work. That new proposed work is the quote you just sent ***** which is irrelevant to this refund i am requesting.

  The third-party service I had to hire determined that the metering device that was recently installed  by **** appears that it was overheated while being brazed in, and that this can easily happen when a wet rag or brazing putty is either not used or not used properly. 

  I am seeking a refund for the last invoice you charged me $1,328.25 against order *****. 
  
  *******************