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:06/09/2025

  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.

  **** the Plumber installed a hot water tank at my home. In doing so, they unplugged the sump pump in my basement, causing it to flood and me to have to remove the carpet for replacement. I notified them, and they sent someone out to take pictures of my basement, but since then won’t return my phone calls. It has been approximately a month since this occurred, I am looking for an apology and some compensation for the cost of replacing my carpet, which is required because of their mistake.

  

  Business Response

  Date: 06/13/2025

  Hello,

  I am in receipt of the above complaint by customer ***** *****. It is true that our company was out to the residence at *** ******* ***** for a failed water heater. We did remove the failed water heater and replace failed heater with a new water heater compete. Tested all work for proper operation and cleaned up. This was on 5-1-2025. Time stamped at 10:30 am till 2:55 pm. Customer confirmed completion of water heater installation. We had received a complaint from the customer on 5-8-2025 that the basement had water on floor/carpet. We responded immediately with an email back to customer and call fearing that the new water heater had leaked and caused an issue. Mr. ***** scheduled the call for 5-13-2025. We had offered an earlier time, yet he scheduled for a later date.  At this time, we sent a technician out to the residence. The new water heater we installed was operating properly and was not the cause of the water on the carpet. We were told that the sump pump was unplugged and this is what caused the water / flooding issue. At the time of our arrival, carpet was already cut and removed from the home. Sump pump was plugged in and operating. We offered our sincere apologies as we did not know why the sump pump was unplugged as the customer stated. We checked over the sump pump, check valve, float, and discharge line to ensure the pump was operation properly. All items were working properly upon our inspection on 5-13-2025. Our office and technician spoke to Mr. ***** and explained what we had found. The water heater we installed was correct and the sump pump was operating as it should. Mr. ***** appreciated us checking everything over and did not wish for anything at the time of service on 5-13-2025. Our technician and office staff both were told from the customer that he did not wish for anything just to only make sure no flooding would occur to the basement. This is the last i had heard of any issue from the customer. I have attached an email we sent on 5-8-2025 to the customer stating our response to initial compliant. Please let us know what other information or documentation we can provide. 

  Thank you

  Customer Answer

  Date: 06/14/2025

   I am rejecting this response because:
  

  I am rejecting this response because only the first few lines of it are true.  I only noticed the water in my basement from the unplugged sump pump on Tuesday, and in the chaos of fixing the mess, I did not call **** the Plumber until Friday.   I did not ask them to come out to my house, that was their suggestion so that they could take pictures of the damage; I said that I had cleaned most of it up and removed the wet carpet, but they were welcome to do so.  They were originally scheduled to come on Monday 5/12 but no call, no showed.  They came on Tuesday 5/13 when I was not home (but my 13 year old son was).  They called me and asked if they could take pictures of the area to show to the owner while I was on the phone with them, and I said that was ok.  I expected a phone call from the owner to discuss the situation after that date but it never came.  The idea that I have not reached out to **** the Plumber since they came to my home on Tuesday 5/13 is wrong.  My call log indicates that I reached out to them on May 16, May 20, and May 28.  At each of these calls, I either spoke to a receptionist or left a voicemail with the company; the receptionist regularly told me that she would pass the message along to the owner, but no attempt to call me was made.

  I understand that mistakes happen, but the technician leaving my sump pump unplugged cost me a half days work, many hours of labor during my free time, and approximately $3900 for new carpeting (I am in the process of ordering).  The way I have been treated by this company as they have dodged speaking to me is not acceptable, and some attempt to make me whole for their mistake is necessary and more than justified.  

  
  

  

  Business Response

  Date: 06/20/2025

  Thank you again for the response.

  After further research on our call logs, we did find that Mr. ***** did call in and speak to a receptionist that was off on vacation last week. For that point, I will offer my sincere apologies. Our company does respond to any and all customer complaints. We strive to ensure a pleasant service experience. We still stand firm that we did not unplug the sump pump. I cannot be one hundred percent certain that we accidentally unplugged the pump or someone else did. The fact of the matter is our company was in your home performing service work. Whether it is acceptable to you or not, our only good faith solution is to refund your original purchase price for service on 5-1-2025 in full to offset costs you have in restoring your home. If this is acceptable, please let us know. 

  Thank you

• 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.

  This company, contrary to its ad, is not available for 24 hour emergency service as I learned first hand the hard way. I had a problem with my kitchen sink and water was leaking on the floor, under the dish washer and running down the walls in my half bath and work room in the basement. They told me **** would call. That never happened and I had to go without repairs.

  

  Business Response

  Date: 10/29/2024

  We do apologize for the inconvenience. We do offer emergency services within the 24-hour period. Our on-call technician was out on an emergency service call at the time of your call. If you still need services, please let us know. We reached out to our on-call center to see where any communication had broken down. Thank you for bringing this to our attention. 

• Initial Complaint

  Date:02/21/2023

  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 the company Jeff the Plumber to fix a shower faucet that would not turn to hot. They fixed the problem and I was told they fix this particular problem all the time. It took the worker about 35-40 minutes. The $356.78 bill arrived and part of that was a charge of $193.83 for a Delta shower cartridge. This seemed very high to me for a small plastic part. I looked up the item on the Delta website, and it sells for $37! This is serious price gouging. That is a $156.83 upcharge! This is unacceptable. Upon complaint, the company called me back and offered me a $45 refund. Wow, so I only got ripped off $116.83. I was also charged a standard $12.95 for misc. truck supplies, of which he used none. Sadly disappointed in the integrity of the company Jeff the Plumber!

  

  Business Response

  Date: 02/21/2023

  As a representative of Jeff The Plumber, Inc. I wish to respond to the complaint.  ***** ********** contacted our office to place a service call for a leaking Delta Shower valve.  We had scheduled her call and responded to the set date we scheduled for the call for.  Upon arrival, our technician determined that the single handle pressure balanced Delta 1700 series shower valve was not getting hot while the unit was turned on.  Our technician found the cartridge to have failed.  He went to his truck and procured the proper original Delta cartridge.  A RP32104 1700 series genuine Delta cartridge assembly complete.  He removed the old cartridge and replaced with new cartridge.  Adjusted the shower valve and tested for proper operation.  Everything worked as it should.  Customer complained of the cartridge cost.  I have attached the price for the cartridge from the Delta Faucet Company.  The reason for the discount of $45.00 was due to the fact that our technician did charge the wrong cost for the original cartridge.  He charged $193.00 when it should have been $148.00.   We did refund that amount back to the customer.  As for the service, we arrived at the allotted time and date, we repaired the shower valve on the allotted time and date.  We had the original parts on our truck so that the valve could be repaired on one trip and not a returning trip causing the customer to take more time out of their schedule or make other arrangements.  The are no issues with the services performed.  If you look at multiple sites on the internet, a genuine Delta RP32104 cartridge cannot be purchased for the $37.00 cost the customer claims she found it for.  You may find an aftermarket knockoff, but not the original Delta brand.  We installed the genuine Delta cartridge for warranty purposes.  Please feel free to contact me with any questions.

  Thank you,

   

  **** ********,

  President

  Jeff The Plumber, Inc.

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

  Customer Answer

  Date: 02/25/2023

   I am rejecting this response because:

  When I initially contacted them about the price of the cartridge, I was told that $193 was indeed the correct price. It was only after the fact that I complained to BBB that I was offered a $45 refund. Had I not complained to BBB there would have been no refund. As mentioned, I did go to the Delta website and looked up the exact product number of the cartridge and there it is $37. I expect no further action to take place, my complaint was due to the lack of integrity on the price gouging that was charged by Jeff the Plumber.