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Business Profile

Heating and Air Conditioning

HELP Plumbing, Heating, Cooling, and Drains
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 15 total complaints in the last 3 years.
  • 5 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/16/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    Date of Transaction: Saturday, 12/3/22
    Consumer: ***** ******** of **** ****** ******* ** * **, *********** ** *****
    I am ******* daughter and her Power of Attorney for all matters, medical, financial, etc. I was aware that my 73 year old mother pays a monthly fee for routine service with this company for her less than 10 year old water heater. However, it has come to my attention that on a service visit to fix the filter the contractor somehow convinced her to spend over $5K on a COMMERCIAL GRADE 40 gallon **brand new** water heater for a 2 bedroom condo that she only lives in 2 days/week b/c she lives with me and my children on weekdays. Not only that, but she was encouraged to take out a loan to pay for this new, unneeded appliance and was left with NO paperwork or invoice for the work, appliance or loan on the day the new water heater was installed. She didn't even know how much was owed until she received loan paperwork in the mail, which is when this matter came to my attention, since her mail comes to my house. We'd like a refund for the new water heater and the previously removed heater re-installed immediately.
    This is elder abuse as well as WILDLY unprofessional & unethical. We will be discontinuing any services in the future!

    Business Response

    Date: 03/15/2023

    We have been actively working on a resolution along with this client.

    The client contacted their attorney which we then contacted our attorney.

    The two attorney's have been working towards a solution.

     

    Thank you

    Customer Answer

    Date: 06/05/2023

    Hello, The complaint against Help Plumbing that was reported earlier this year has been settled. 

  • Initial Complaint

    Date:12/14/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 11.30.2022 the technician Marty of HELP Plumbing, Heating, Cooling & Electric (HPHC, https://www.333help.com) performed a diagnostic of our HVAC Lg ducted mini split. I am perplexed by both the level of diagnostic and justification of Tech Recommendation for $ 1,192.00 (see invoice Order Number: 1258508 attached). “Diagnostic” was performed without any devices: no voltage measurement of any electric systems (Marty’s voltage tester was broken and he tried to organize this tester from other colleagues), no temperature measurement of the lines, and no pressure measurement. A single “devise” was a screwdriver. The technician detected the “oil all over the flare connection on the large line on the outdoor unit indicating a refrigerant leak” (with subsequent Tech Recommendation for $ 1,192.00). Fingers detect it (literally). Nobody before and after Marty could see “oil all over the flare connection” (although I asked to pay attention to the oil all over the flare connection”). I am sure that “Diagnostic – HVAC Level 2 Diagnostic” was not performed and HPHC must return $89.00 to my account.

    Business Response

    Date: 12/15/2022

    December 15, 2022

     

    To: ******* ***********

    Clients concern- Mini split is not running in heat mode.  Blower motor on indoor unit would not turn
    on in heating mode and would run in cooling mode.

    Marty the Help technician found a 4-month-old ** mini-split not installed by HELP in the home.

    Marty our technician talked with a technical advisor from a local supplier that sells the ** mini split systems.  The technical advisor stated that the issue that was going on is typically caused by not enough
    refrigerant in the mini split system. There is a temperature sensor on the
    indoor unit that will not turn on the blower until the indoor coil gets to above
    80 degrees.

    Marty checked all refrigerant line connections to the
    system and located a refrigerant leak on the outdoor unit.

    Homeowner was present with Marty outside when he found the leak on the outdoor unit.

    LG Mini-Split technology is different from standard AC/Heat
    Pump systems, and it is impossible to get an accurate reading of the amount of
    refrigerant in the system by hooking up refrigerant gauges. The only way to
    know if the refrigerant charge is proper or not is to use a machine to pull all
    the refrigerant from the system, store it in a separate container and weigh the
    amount of the refrigerant, then compare that weight to what ** says it should
    be based off equipment size length of refrigerant lines and number of indoor
    units.

    This is a process that can take several hours and is not a
    service we perform for free, since the equipment was not installed by HELP and
    not covered by our part and labor warranties.

    The $89 diagnostic charge is our standard charge to come to
    a house and complete an evaluate of the system.

    All of this information was given to the homeowner at the time of the visit.

    A signature was received by Marty the Help technician for authorization for the diagnosis.

    A signature was received by Marty the Help technician declining all quoted work.

    Help will not be refunding the fee of $89 for Help coming to the home and completing a diagnosis.

    Thank You.

HELP Plumbing, Heating, Cooling, and Drains is BBB Accredited.

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