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:06/27/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  1. Misrepresentation of Job Scope We were clearly told this was a straightforward job expected to take 2 hours.We planned accordingly and approved the $440 estimate based on that statement.2. Time Padding Through COI Delay On arrival, the technician delayed service because the Certificate of Insurance (COI) was allegedly not available for our apartment even though they told us in advance they had a COI on file.This confusion resulted in an avoidable 4560 minute delay, during which no work was done. The *** misstep directly contributed to padding the time to exceed the 2-hour minimum.3. Improper Materials Billing We were charged $220 for materials, but were never given the actual bill an itemized list of what was used. We were given "quotes" from another supplier, not the actual cost of goods from the local hardware store.4. Breach of Good Faith The extended time and vague documentation appear to be intentional practices to inflate the invoice.

  Customer Answer

  Date: 07/21/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by M&M Plumbing & Heating, Inc. regarding complaint ID ********.

  
  Sincerely,
  
  ***** **

  
  

• Initial Complaint

  Date:07/23/2024

  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 received an invoice from this company for a service provided for $570. Over the phone we agreed to a payment plan in which I would pay this invoice in 2 installments of 285$ each. After I submit my first installment they sent a new invoice with a higher amount of $620.59 total and a new remainder of $335.59. After I complete the second installment of the agreed upon $285 they continued to reach out for more money. When I contacted them about it they threatened to go to collections if I did not pay them more money than the initial invoice.

  Business Response

  Date: 07/30/2024

  *** ******** has spoken with our office multiple times about this invoice. As is evident on the attachments she provided, there was an obvious glitch with the *** she received as it does not reflect sales tax which is a legal requirement in ********. The invoice was revised to reflect the taxes due and resubmitted to her promptly. This is also listed in text on *** ********** approved Credit Card Authorization Form which states:

  "I, authorize M & M Plumbing & Heating, **** to charge my credit card as payment for arranged
  services. I authorize payment to the below credit card for services including labor and materials +
  tax and for such additional amounts as may be accrued."

  Copy of signed form attached here.

  *** ******** demanded that she not pay taxes and our office requested proof of her status as a tax exempt entity in order to remove the taxes from her invoice. We have not received a response since.

  Additionally, *** ******** agreed to our payment terms in advance of her appointment which states:

  "Payment is due upon completion of the work."

  Copy of signed form attached here.

  We did not charge any interest or fees and allowed *** ******** to make payments overtime as a courtesy and at no penalty to her.

  Customer Answer

  Date: 08/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The business failed to mention that they made a mistake on their invoice. Never once did they accept fault or apologize, instead they tried to sneak additional tax costs which were assumed included in the invoice they sent me after I made a first payment installment. Why would anyone think that they would owe more than what is on a total invoice from a business. Instead of mentioning it they just sent a new invoice for a higher amount.

  We had several phone calls where interest was never mentioned and they accepted and cashed 2 payments via check for the total payment from their original invoice. They should cover the cost of taxes if it wasnt included in my invoice.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 08/19/2024

  Anyone can write anything they'd like on their payment. This does not mean that there isn't additional money owed simply because they do not wish to pay it. Taxes are due and the account will be forwarded to collections accordingly as listed on the agreed upon billing policy which was issued and signed prior to Ms. ******** scheduling her appointment. No further communications will be responded to. Thank you.

  Customer Answer

  Date: 08/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  Additional check is in mail

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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