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:04/04/2025

  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 March 22, 2025 the sewer backed up in the basement. I called this company to come out and unblock the drain. They charge $225just to come out and another $300 to open the drain which is outrageous. I did not know about the $300 upfront. Man named Alex came out on April 1. Claimed there was a clog just on the other side of our basement stairs said he got it out. The water was going down. Had me on his cell phone sign three things that were so small. You couldn’t even read anything that was on it. I asked for a receipt he said they’d send me one by email. I paid by check. Day and a half later same problem starting with the sewer I sent them a text gentleman called me with an attitude said he would send someone back out to camera the drain no charge. Two gentleman came out they tried to snake it a little bit along with their camera. Told all these pictures I was looking at were broken pipes. That was my problem. It was gonna keep happening use a little water till I gotit fixed they’d send me an estimate which I received for $24,000. I called another guy to get an estimate on doing the excavating to replace the pipes he told me he didn’t believe that was the problem told me to call a different plumber. I did they come out for $195. Theyunclogged the drain and I’ve had no problems. They also informed me my pipes are not broken and they looked at the pictures 1tom plumber took that was sent to me with my estimate for replacing pipes. I have had no problem since the second plumber was out. I saw the sludge the second plumber cleaned out that 1 Tom plumber only pushed a little hole through why it clogged right back up as they did not clean it out properly. The same pipe they claimed was broken & they couldn’t get through it. 1 Tom plumber what was supposed to clean out the clog & send me a receipt they did either I had to request the receipt twice my signature on the it I assume was what I signed on his cell phone as it was too small to read and didn’t show any numbers

  Business Response

  Date: 04/07/2025

  We appreciate the opportunity to respond and provide clarity regarding this matter.
  The customer first contacted us on March 22, 2025, for a sewer backup. We responded promptly, dispatching a technician on a Saturday night between 9 PM and 11 PM. Our after-hours fee for this visit was $250, and the mainline cleaning was an additional $300—both standard charges that were clearly communicated during the initial call.
  Our technician, Alex, cleared the line and confirmed that water was flowing again. The customer signed the necessary service documentation via a mobile device. While we understand that digital forms can be difficult to read on smaller screens, a receipt was emailed upon request, and we are continually working to improve our process for better transparency.
  On April 2, when the customer reported the issue recurring, we sent two technicians back out at no charge. They re-ran the cable and used a sewer camera to further investigate. Our findings showed no visible clogs—only standing water, consistent with a backward slope in the pipe. This slope issue, along with some minor separations, was outlined in the estimate. Importantly, the $24,000 estimate also included repairs to additional plumbing issues unrelated to the drainage line, which may have contributed to the perceived scope and cost.
  The customer later reported that a second plumber removed "sludge" from the line. However, our camera footage clearly shows that the line was free of major obstructions at the time of our visit—only standing water caused by the slope. The fact that another plumber needed to re-clear the line shortly afterward actually supports our diagnosis that there’s an underlying issue. Improper slope can allow buildup and lead to repeated clogs, even after cleanings.
  In good faith, we absorbed the cost of the second visit to ensure a thorough evaluation and even discussed the possibility of reducing the estimate. Our goal is always to provide professional, transparent service and to educate customers on both immediate and long-term solutions.
  We welcome any further questions or clarification on our findings or general sewer line behavior.
  

  Customer Answer

  Date: 04/08/2025

  Better Business Bureau:
  
  
  
  I have reviewed the offer made by the business in reference to complaint ID 23160435, and have determined that this proposed action would not resolve my complaint. For your reference, details of my decision  I have tried to add a copy of the receipt from the second plumber, but it will not let me add it, but I do have it if there’s a different way to send it

  Standing water does not confirm what she says. It confirms that they never opened the clog all the way all they did was poke a small hole in it. The two gentlemen that were out here tried to open the clog where the standing water was and claimed that the pipe was broken and that that’s why it couldn’t be opened, which was not the case. The sludge clog whatever you wanna call that I pushed out was what the other gentleman did when he ran the snake through the shower, drain something that they did not do and open the clog all the way I have not had a problem since. They did not know what they were doing. There are no broken pipes. I got that from two different people. One was an excavator. One was a plumber They are just trying to make excuses for doing something they didn’t know how to do and then expecting me to pay an outrageous rate $105 more than the Second plumber charge for opening the clog they should’ve opened to begin with. We’re not even talking about the outrageous fee to come out for an emergency.
  
  
  
  Regards,
  
  
  
  ****** ******
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:03/27/2025

  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.

  Back at the end of February I called 1-*** Plumber to come out and fix a leaky tub faucet. They came out and looked at it and said they would have to order a part to fix the faucet. The next day they came, and I assumed they installed the part and left. We discovered that we had no hot water after they left. So, they sent another guy out the next day to fix that issue of not having hot water. About a week or two later the faucet is back to leaking. I have spent a total of $375.00 on this repair and I am back where I started before, I called them.I believe it is their fault that I had a leaky faucet to start with, before all this happened back in January I had them out to find and repair a leaky pipe in the wall. Part of him looking for the leak was him un-assembling the same Faucet. This job took over three hours and he had to face time with others to help him figure it out. This cost me I believe around $500.00. I have tried to contact the Manager with no luck, I left a message on his voicemail saying that I want a refund of $375.00. I basically paid $375.00 and still have the same issue. I dont want these people coming back and wasting my time they are clearly under skilled for this kind of work.I now must find another plumber and pay him to do what I paid 1-*** Plumber to do.Thank You

  Business Response

  Date: 03/27/2025

  Thank you for bringing this matter to our attention. We appreciate the opportunity to respond and provide context regarding the services performed.
  Our technician visited the Beadnall residence to assess a leaking shower fixture. The fixture in question was a high-end model, which often requires a more nuanced repair approach due to the cost and complexity of replacement parts. In an effort to save the customer from the high cost of a full replacement, we proposed a step-by-step repair process, starting with the most likely and cost-effective solution.
  Initially, we attempted to address the issue by replacing the mixing valve, which was significantly more expensive than a standard valve. When that did not fully resolve the leak, we proceeded to order and install a new cartridge also a premium part as the next logical step in the repair process.
  Unfortunately, as sometimes occurs in service plumbing, especially with specialty fixtures, resolving the issue required more than one attempt. While this can be frustrating, it is not uncommon given the nature of diagnosing and repairing plumbing systems, especially with high-end components.
  Throughout this process, we made an effort to communicate openly. I personally spoke with Mrs. ******** and explained the steps we had taken and the plan moving forward. At her request, I was to follow up with Mr. ********* I attempted to return his call the following day, but was unable to reach him. When he called again, I returned the call but unfortunately did not get through. I sincerely apologize for any lapse in communication and understand the frustration that may have caused.
  While I do not believe a full refund of $375 accurately reflects the time, labor, and material costs invested in attempting to resolve the issue, I am willing to issue a refund in the interest of resolving the matter amicably. We value our reputation and take customer satisfaction seriously, even in situations where repairs dont go as smoothly as planned.
  
  Please se the attached refund receipt.

  Customer Answer

  Date: 03/27/2025

  Better Business Bureau:

  Yes, I accept the offer of a full refund of $375.00. Thank You! 

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

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