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:01/03/2024

  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.

  On Dec 19, 2023 I contacted Ken Herbert Plumbing per my original plumber's recommendation (not knowing they were just bought by Reading air and Heating). My regular plumber ******l, who fixes this approx. every 18 months for me couldn't make it out till Friday and I was desperate since Christmas was in 6 days. Issue is for laundry backup in my basement floor drain. After multiple times getting disconnected and so forth I got a call they could come out. Mike and his trainnee came to my house and went downstairs to evaluate the situation. I am the sole owner of the house and have only worked with ******* in the past and we do the same fix every 18 months. I told him what happens, etc.. I'm well aware of the pricing and time it takes to resolve. He quotes me but MAKING SURE I know he may not be able to get through the line. When he gives me quote I tell him I have never paid that much for this issue. Original amount was $320.00 after my shock after he says he doesn't do the pricing he comes down to $280.00. I have not spent in the past over $180.00 . After 1 hour 10 minutes he sends the trainee up to tell me to come down. He says he can't get thru the block but he can write me up a quote to jackhammer my floor. I said I'll pay you for what you've done. He is going to do a quote for me NO CAMERA down the drain. Immediately I knew this was going to be a situation, my gut from the start and the fact he thought I didn't know what was going on was most annoying. I pay him he leaves he sits in driveway to prepare quote. I regular original plumber to tell him what happened and ask if anyway he can come out and see what is going on and if more needs to be done I would do repairs with him not this plumbing company. He comes out dec 22 he was here 25 minutes gets thru the block at $165.00. Also on Dec 21 (2 days after) Mike leaves me voice mail he left a main tool there can he come get it, I arranged for him to get. I asked for refund, said look into. Nothing

  Business Response

  Date: 01/11/2024

  On behalf of Ken Herbert Plumbing, I would like to extend a sincere apology to ******.  We did receive her email correspondence after the extended Christmas Holiday weekend.  I personally replied to her with an email that stated that I would look into the job and would get back to her.  Unfortunately, the plumber that worked on her house was out with an illness.  When he returned to work, I discussed the job with him.  After speaking to my plumber and from what ****** stated in her email, I determined that i needed to speak to her regular plumber, ****** Plumbing, to address what my plumber was insisting was wrong.  It took several calls to reach ****** Plumbing, but I did receive a call back yesterday. 

  Ken Herbert Plumbing actually bought ******* ******* * ***, so the owner of Ken Herbert Plumbing still cares very much about our customers.  I would like to have a phone call with ****** to discuss how to resolve these issues, both the plumbing issue and my personal lack of communication with her.  I think that a quick phone call can satisfy ******** concerns.  I can be reached at ###-###-####.