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:10/28/2024

  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.

  I had used this company before when my daughter needed help, so I called them when I discovered the lawn mower had run over a pipe sticking out of the ground. They came out and looked and told me it didnt need to be fixed because it is just a pipe to show where septic is. So I ask how much the service fee was thinking it would be 0 since nothing was done. The plumber told me $130.00 dollars, I was shocked. So I said since I am going to be charged that much might as well fix the pipe which then he charged me an additional $70.00. I said well maybe I could get the mower to pay for it thinking what a ripoff this was. I felt like the 130 dollar fee was excessive and the plumber called the office for me and a woman answered the phone and I ask the woman if I could get a discount, she said No it goes by how minor the job was. I said this was a minor job and told her I would no longer call them. All they did was fix a four inch pipe sticking out of the ground with a cap on it. I really could not believe they were going to charge me $130 just to look at a pipe sticking out of the ground. I went ahead and let them do the work since I would have been charged anyway, but feel the charges were excessive considering that work was done.Additional note: I called this morning asking for the manager to call me and the office manager called me and stated since I filed a complaint they would no longer talk to me and that I was making up stories, basically calling me a liar.

  

  Business Response

  Date: 10/29/2024

  As we have discussed with Mrs ********** many times she's called the office and we've tried to explain, she called us out for a repair. After our lead plumber ***** assessed the issue, he told her what the price would be and SHE AGREED to this price, which was not unfair or exorbitant. ******* helper and apprentice ***** was present and also heard this conversation.

  I was not rude to her on the phone when she called yet again, although perhaps a bit impatient because at this point, she's not being truthful and is making it seem like we are taking advantage. We are not. It was a small repair, yes, and we charged basically our normal, base service call charge plus parts. We are licensed and insured plumbers. We did try to meet her halfway and gave her a 10% discount.

  We have tried to resolve this issue, but are at a loss of what else we can do for a service provided at the agreed upon price, which she did pay the day of.

  Customer Answer

  Date: 10/29/2024

   
  I am rejecting this response because the charges were excessive for what I needed and I was basically called a liar by the business manager. They are not making any attempt to satisfy a customer complaint, but to stand their ground on the issue. I had no choice but to pay the $130 charge and the plumber knows I tried to negotiate the 130 dollar charge with a lady at the office, so they both knew I was not satisfied with her response when he left. I felt that for the  type of job it was and the distance I am from their office, the charges should not have been that much. This was a very minor job and I still feel the charges were excessive and I think most customers would agree with me. I take it they are refusing to work with me so I am not satisfied.
  
  

  

  Business Response

  Date: 10/29/2024

  Again, we do not feel the price charged (and agreed to) was excessive at all. Please see the invoice attached, which reflects the price, the service rendered with parts provided and the discount given. 

  We are very sorry you don't agree and are not happy with the price. We have tried to be as understanding, professional and pleasant as we can. As said before, we always encourage anyone to request quotes from several parties when shopping for services needed. *****, our lead, provided the price, which was agreed to, and the work commenced thereafter. We're just not sure how to proceed from here, when we did perform the service asked of us at the price given and agreed to.

   

• Initial Complaint

  Date:04/10/2023

  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.

  Called for clogged toilet. Plumber came. Punctured hole in sewer pipe while snaking toilet.This took 10 to 15 minutes. Then he called his Mgr to give estimate on repair. I asked him why he isn't repairing the hole he made which was not there prior to snaking. He said it's not their responsibility because all the cast iron pipes are rotted inside and need to be replaced to fix the clog problem. He told me **** dollars. I was in shock. I asked how to you come up to ****? He said it's a day and a half of labor plus parts, using pvc. I was shaken. Asked him to fix clog and put pipe back together. I informed him I don't see more than 4 to 4.5 hrs of labor. I asked him to have the Mgr call me. At 10:17 I received the call. **** was on my cell speaker phone because I was at an appointment. There were several witnesses. I told him I was upset at price estimate because his employee caused the hole leaving 7 people without any usable toilet. I also told him I estimate 4 to 4.5hrs labor plus parts. In his very clear words informed me that he gave me his word of honor that the **** was only estimate not final bill and if it was less labor the invoice will reflect that. Also he said if they find any other issues that I would not be charged over the ****. And I would be informed of reduction. The estimate in writing I received said it could be less or more snd that I would be informed to discuss. The total time to create the hole then ***** was under 30minutes. I'm being billed for 2hrs of assessment in final invoice. The 2 men that did the repair job started actual work at 12:45 pm on Thursday. Ended at 4pm on the nose. I was so excited and grateful. I told the plumber ***** to have **** or office reduce labor to 4 hrs from 12 to reflect the adjusted final invoice. I thanked them and they left. I immediately texted office to inform them the guys were finished. I texted office and **** multiple times for final bill amount. When it finally arrived it is incorrect. I need mediation to resolve. I'm very upset **** did not keep his word to reduce the invoice plus I'm being charged 3 hrs of labor for additional men that never came to my house. I wasn't informed in any way. I feel this is illegal. I'm appalled. If they cleared *****'s schedule to get my repair done that is fine. But sensing 2 other employees out to do his afternoon jobs is not my financial responsibility. Plus I'm sure they were not free. Those customers had to be charged. I never heard of these men until I received final invoice. They reduced final invoice by 150 dollars. I feel it's incorrect and bordering illegal if not completely illegal. I should be billed the 4 actual labor hrs for 2 men that did the repair. Plus 15minutes assessing clog and finding they damaged my sewer pipe. Actually, I expected them to repair pipe they damaged at no charge to me. I would be billed a housecall charge and snaking. This **** dollar bill is incorrect. The men also left without finishing the job at 4:07. They informed me someone would be out to put lime down in my crawlspace for the sewage bacteria where they worked. No one came on Friday. Now I'm told Monday. I'm willing to pay my bill in full when they finish the job and reduce labor to two men 4 .5 hrs which includes assessment and snaking. I have witnesses to my phone call with **** before work began. I also have 4 neighbors that will witness no additional men came to my home to repair. Only 2. My homeowner insurance claim agent said the plumber was obligated to repair the hole they caused and my bill should only be the housecall charge and labor for snaking. I think since I've texted and called multiple times to negotiate this bill with zero response it's time to involve the BBB. We will need mediation. Hopefully will resolve without going to court. I'm disappointed in their business ethics. I showed them customer loyalty because they had a good and fair relationship previously on jobs they did for me. So I'm confused that now they think it's OK not to treat this situation fairly and legally. Not to mention **** gave his word of honor to me.

  

  Business Response

  Date: 04/10/2023

  ****************, thank you for the conversation early this morning. As discussed, I am speaking with my plumbers to get much more details and I'm confirming our 1pm follow up conversation tomorrow at 1pm.

  Again, we were both surprised and disappointed that, even given the 10% Veterans Discount ($400) plus taking an additional $200 off the original quoted price (so final price was $600 below the amount you were quoted and sign the contract for), that you think our decreased price still unfair. But as I said, I will have several discussions with our staff and also consult our vehicle tracking software as well.

  Looking forward to our discussion tomorrow.

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

  Business Manager

  3rd Rock Plumbing

  Customer Answer

  Date: 04/14/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find  the 1pm phone call with witnesses on both sides was professional. We still agreed to disagree on basic math which I was told is semantics. The co.pany offered a compromise which I accepted. I have made it VERY VERY CLEAR, this complaint has only been about the invoice. I profusely showed gratitude every step of the way verbally and in writing via texts . I have shown an attitude of gratitude which I can confirm with witnesses as well as our holy God. My only dispute was the invoice and discrepancy from what several employees told me which I was expecting them to honor. Even the last phone call she agreed her extra men were at my home 90 minutes not 3hrs yet final invoice still stated 3hrs. I have paid in full the final invoice mailing it certified return receipt.  I thank the BBB for mediation of this issue. I have learned yet another valuable ****** from this experience.  
  
  Thank you.