Complaints
This profile includes complaints for Active Plumbing, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
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Initial Complaint
Date:07/02/2024
Type: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 06.24.24, Active Plumbing was contacted by accident. We thought we were calling ACE A1 Services our 20+ ys of our usual plumbing service *** Upon the realization that it was not the *** we thought we had called & were so familiar with our older home and plumbing access's the technician ***** told me that he still had to charge me $69. just for showing up. Our toilets were backed up and we were somewhat trapped, So, we let him look at it.. First, he would not remove the cover to our clean out without charging extra and then informed us that it would be $400. to run a snake. He worked for about an hour and water seemed to be flowing. When finished, he told us we needed to get a shop vac to clean up the mess, he did not have one. Told us buy lime to kill all the bacteria. It was now all over the porch by our front door. I am 72yrs old and a transplant patient. On 06.25.24 the toilets were backing up again. We called Active Plumbing and they said they would not stand by their work, no warranty no guarantee. We called ACE A1.Upon inspection it was clear that the line had never been cleared.- photos attached!******, spent an hour trying to unblock the main drain but he required bigger equipment.He contacted his Mgr. **** and explained our situation. **** was very sympathetic and asked if we called Active plumbing ******** assured him, yes but that they would not honor their work. Due to the time & having to go rent a larger snake it would be $400.which we had to agree to. This company stands by their work, and it had to be fixed! ****** worked for more than 4 hrs & got the drain cleared. I am confident that if I have any issues in a reasonable timeline they will honor their work. Active Plumbing charged $405.00 for 1 hr work and did not clear the line but led us to believe they did. I believe that maybe they can claim the $69 for showing up. but feel that being charged $405 and not clearing the line is unacceptable. They should be accountable.Customer Answer
Date: 07/02/2024
As stated in my first correspondence, Active Plumbing charged for and claimed to have cleared my sewer line.
Attached photo #1 shows the line 9 days later backing up still. Active Plumbing did not clear the line.
Attached photo #2 shows the line after 7 days that was snaked PROPERLY by ACE A1 Plumbing.
I thank you sincerely for any assistance in the matter. Active
Customer Answer
Date: 07/25/2024
I note a typo on my complaint.
the work by Active Plumbing was done on 06.04.24 not 06.24.24 - Just noticed the error
Business Response
Date: 08/05/2024
THEY SIGNED OFF THAT IT WAS CLEARED, THEY HAVE A PIPE ISSUE.IT IS CLEARLY STATED ON THE INVOICE.***** *******
Owner
Active Plumbing and Air Conditioning
************
***Ses attached documents***
Customer Answer
Date: 08/05/2024
Complaint: 21929750
I am rejecting this response because:Clearly the photos attached are evidence that the pipe was NOT cleared by Active Plumbing!
***** with Active plumbing assured that the pipe was clear so of course I signed it but when it was noticed that it was not, Active Plumbing would not back up their work!
Instead, sewage was allowed to continue to back up for 20 days unknowingly due to the location of the clean out.
Clearly the photos attached, 7 days after the pipe that WAS cleared by Ace Plumbing was done right and as of this date, 6 weeks later, there have been no problems!
At a minimum I feel that Active Plumbing should show some responsibility for leaving the job incomplete and leaving a health hazard (sewage leaking under the front porch by the front door of a 72-year-old man) that has no means of monitoring it.
Ace Plumbing even though they charged $400.00 as well, ****** spent 4 hours to clear it and **** his manager even offered to come back within 30 days if this did not correct the problem.
I would say it was fair for the $69.00 charge for ***** finding the problem, but $400.00 to fix it and then in less than an hour he was gone leaving false assumptions that the problem was corrected should validate a refund.
Sincerely,
**** OrphanBusiness Response
Date: 09/24/2024
THE *********************** INVESTIGATION ALSO FOUND THAT THERE WAS NO ISSUE WITH WHAT WE DONE.
THIS GUY WAS BITTER AND VERY VERY RUDE FROM THE MONENT WE SHOWED UP TO CLEAR HIS STOPPAGE.
THERE IS NOTHING THAT WE DID WRONG. MAYBE IF WE HAD DONE IT FOR FREE HE WOULD HAVE BEEN HAPPY.
HE DID NOT EVEN CALL THE OFFICE AND VOICE HIS COMPLAINT. HE JUST WENT THRU YOU AND THE STATE CONTRACTORS BOARD.
Business Response
Date: 09/24/2024
THE STATE CONTRACTORS BOARD INVESTIGATION ALSO FOUND THAT THERE WAS NO ISSUE WITH WHAT WE DONE.
THIS GUY WAS BITTER AND VERY VERY RUDE FROM THE MONENT WE SHOWED UP TO CLEAR HIS STOPPAGE.
THERE IS NOTHING THAT WE DID WRONG. MAYBE IF WE HAD DONE IT FOR FREE HE WOULD HAVE BEEN HAPPY.
HE DID NOT EVEN CALL THE OFFICE AND VOICE HIS COMPLAINT. HE JUST WENT THRU YOU AND THE STATE CONTRACTORS BOARD.
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