Complaints

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

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  Ranger Plumbing & Heating, Inc.

  54 Ginger Bear Ln Ste A Bozeman, MT 59718-4555

  
• 

  Ranger Plumbing & Heating, Inc.

  PO Box 1101 Livingston, MT 59047-1101

  

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:02/24/2025

  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 this business and informed them that my pipes were frozen and I needed help de-thawing them as it was causing the water to come up through the shower drain every single time water was turned on anywhere in the house. I spoke to a woman that said they would be going to **************** which is a nearby establishment the next day. She said I could split the transportation cost with them since we are both in ***************. I was told they needed my credit card info to, "Hold the appointment." I was NEVER once told they would automatically charge my card before I got a chance to approve whatever invoice they sent me. The next day, the repairman went there and was inside the cabin for over an hour, they were also charging me $198 per hour. He was inside racking up time intentionally. I have two security cameras, my handyman that had informed me I had frozen pipes had figured it out within 5-10 mins. He called me to tell me that the pipes were frozen but that they do not ******* and that I should hire someone else. He suggested I purchase space heaters to put in the crawl space. Invoice for $613.17 was sent on February 19th at 3:13PM. The next morning, I had an OB appointment for my pregnancy and drove to the doctor's office. I arrived to my appointment at 11:30AM to do a high risk ultrasound and procedure, they called me at 11:31AM asking me for permission to run my card, I didn't answer because I was with doctor, at 12:38PM, a receipt was e-mailed to me. This whole entire time, I was inside a doctor's office with my cell phone put away as there are signs all over the office not to have phone out. They charged my card without my permission and gave me LESS THAN 24 HOURS to review the invoice so I could raise my concerns. I reached out to resolve it by finding a fair amount for them showing up and not doing any work and they said this was closed out on their end. Why did they call to ask for permission to run my card if they were going to run it anyway?

  

  Business Response

  Date: 03/05/2025

  Thank you BBB, for allowing me and my company to follow up and clarify our position regarding Ms. ***** complaint.    We do our best to follow-up with any client concerns as quickly and as reasonably as possible.   We have already followed up with Ms. **** with regards to these concerns but are also happy to do so via this medium.
  
  
  Please excuse our long winded explanation but feel that it is important to highlight some of the particular details regarding Ms. ***** complaint as well as some of the important ones that were fudged or simply left out.
  
  
  Ms. **** contacted our office originally on February 18th.  She informed us that she is from out of state but owns an ****** south of **********, ** and her most recent guests informed her that anytime they ran water, the drains would back up from the shower.  She informed us that she had to have somebody out the next day because she had the property booked for another ****** customer and would get a $500 penalty if she had to cancel that reservation.
  
  
  She also informed us that she already had a handyman onsite who attempted to diagnose the sewer backup but was unable to give a specific diagnosis and/or solution to her problem.  Ms. **** stated that she believed she may need an excavator since the handyman was able to pass a small sewer machine between the house and septic tank but stated that she wanted a licensed plumber onsite to make a proper diagnosis.
  
  
  Despite reviewing the conversation transcripts multiple times on our end, we were unable to find any reference to frozen plumbing or piping mentioned by Ms. *********** Although this would not have changed our approach to her appointment, it would have clarified the partial but ultimately inaccurate diagnosis of the her handyman.
  
  
  We promptly booked her for the following morning and quoted her all our standard hourly rates including travel to/from her property since she was outside of ********** city limits.  We received a credit card from Ms. **** as is our policy to book any appointments.
  
  
  We also happily informed Ms. **** that we would be able to split travel time with another client we had booked in her area which is ***** minutes outside city limits.  Ms. **** did receive a discount on travel reflected in her final bill. 
  
  
  Our plumber arrived promptly the following morning to find large amounts of water on the floor (consistent with a sewer backup).  My plumber then pulled her toilet and attempted to rod the drain which is consistent with industry best practices.  
  
  
  After hitting a solid blockage, he inspected the plumbing in the crawl space and found ice cycles forming around the crawlspace access.  Upon entering the crawlspace, he noted a significant cold air breeze infiltrating from the homes exterior paneling causing freezing temperatures inside the area.  It was at this point the plumbing was diagnosed as frozen.
  
  
  We informed Ms. **** of our findings and suggested she place space heaters in the crawlspace to protect the plumbing.  We also suggested that our plumber onsite turn off her water to prevent flood any flood damage as the large cold air infiltration could cause potential catastrophic plumbing damage.  
  
  
  We also suggested a siding and/or insulation contractor to make the needed repairs to the exterior of her property as temperatures outside where below 10 degrees F and any repairs we could have made to the onsite plumbing would immediately refreeze until that issue was dealt with.
  
  
  The onsite plumber then reset her toilet and cleaned up his work area.  Ms. **** was billed for the plumbers time onsite attempting to clear the sewer and provide further diagnosis of her propertys plumbing issues.  She was also billed for her half of travel to/from ********** as was quoted to her when she made the appointment.  
  
  
  Upon completion of the service call, we tried multiple times to reach Ms. **** throughout the morning and afternoon but were unsuccessful.  We realize that our clients have commitments outside of their ******s but at this point, Ms. **** had gone phone dark for 24 hours prior to charging her card on file as per her appointment booking.
  
  
  Ultimately Ms. ***** property had an exterior siding issue that needed to be taken care of.  Although we are not a siding or wall repair contractor, we do expect our plumber to be compensated for his time traveling and performing work on an owners home or business.  We feel that ****** properties are no exception.  
  
  
  We also provided Ms. **** with the contact number for a professional property management company that specializes in absentee owner properties.  
  
  
  Our plumber and support staff were professional, prompt, and efficient in handling Ms. ***** request for service.  We stand behind our work and the services we provided to Ms. **** as we do with all of our clients.  The time she was billed reflected the time we had invested in responding, traveling, and working at Ms. ***** property and nothing more.