Complaints
This profile includes complaints for Eco Plumbers, Electricians, and HVAC Technicians's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 68 total complaints in the last 3 years.
- 24 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:11/06/2023
Type: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 spent over $1500.00 to have my toilet replaced essentially because i wanted a new one. My old one was over 20 years old and I wanted to be more eco friendly and save money. It has been a nightmare since I made the decision to get a new one. The first one I got worked fine for a while then stopped for some unknown reason and they replaced it. That one worked for awhile and stopped months later. They then replaced it with one that cost less and was for short people. I asked why it wasn't for someone taller because the first one I got was. They replaced it it in August of 2022. Now I call them out it isn't flushing right and was told it was the flapper and he replaced it then he told me it was because the tube wasn't long enough and to fix that it would be about 450 dollars. I asked why they didn't use the correct one to begin with and of course he wouldn't know. Anyways he left about 2 hours ago and it still isn't working. The toilet won't flush. I've spent thousands of dollars with this company for multiple issues and this one issue can't be fixed. I know this. I want the 50 dollars I spent with them today. I won't be calling them again.
Business Response
Date: 11/13/2023
Hello ***** ********
It was our pleasure to work directly regarding your concerns about the toilet and service you received.
Our Care Team has shared with me that at this time, you have decided to keep the current toilet, and if needed in the future, we have agreed to replace the toilet if any issues arise. This arrangement will be noted in your service records and with our Care Team.
Thank you for your business and for allowing us to demonstrate our commitment to valued customers like yourself! Don't hesitate to call Eco at ************ should you need anything!
Sincerely,
Eva R****Initial Complaint
Date:10/30/2023
Type: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.
8/4/2023 plumbing work completed. When questioned tech about cost of certain repair, he stated that they had to charge a certain amount b/c the city charged them @1700. Verified w/ city that piece of equipment cost/ charge was @200. Also, tech lied about certain work that he had done. Paid bill that day with credit card. Dispute filed 8/8/2023. Spoke with company and they issued a partial refund and dispute closed. Credit card company aware, Received on Oct 26, 2023 a letter from Ecoplumbers that I still owed remaining balance and that I would be sent to collections. Envelope stated final notice(no other notices received) Spoke w/ credit card comp and they assured me mult times the comp received payment as reflected on my statement. When comp called, I was not given accounting dept number and have not been able to speak with accounting as it would seem they are trying to double charge me. Also, I never received receipt per email as promised or breakdown of costs as requested during the dispute. Initial payment 3161 then received 649 refundBusiness Response
Date: 11/06/2023
Hello ********* ****y,
We appreciate your feedback and patience in this matter. The Eco Care Team and Brittany C***** from the Accounting/Finance team provided the background on your concerns so that I could answer within the BBB platform as required. I’m glad you were able to work directly and have conversations with them as we investigated what happened within the charge-back process (credit card dispute).
We’re sorry about any frustration caused from this matter. We are using your experience to improve our processes, as Eco is the type of company that has the desire to improve and do our very best for our customers. We aren’t perfect, but we definitely wish to make this right as quickly as possible.
Brittany C***** left a voicemail after 2:00 PM on Friday 11/3/23. She was calling to offer a $500 refund (also being offered here) off the total paid ($2,512.00). If this is acceptable to you, please reply to let us know of your acceptance of this settlement offer and we’ll make it happen as quickly as possible.
Sincerely,
Eva R****Initial Complaint
Date:10/10/2023
Type: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.
I recently bought a house in Hilliard. I’m the buyers agreement the seller had to fix some things. They had Eco plumber come out to do the work. The seller insisted the job be done as cheap and quickly as possible. This meant eco. plumber had to do a subpar job. Eco plumber agreed, then left me with a job that won’t last. I have reached out to Eco plumber to fix a job, but they agreed that the seller requested a sub par job and even displayed his notes. I would like eco to do a job that a reputable company would do.Business Response
Date: 10/16/2023
Hello Mr. *******,
It’s my understanding that we have worked directly with you to correct the concerns you had about the sump pump work done to the home when the previous owner only requested that we perform the minimum fix. Service records for the house from the previous owner stay with the house, so this should be helpful to you as you maintain or upgrade your home’s systems.
A Care Team specialist informed me that she left a message for you today to let her know if you are happy with the recent work. If you could please return her call at ###-###-####. Ask for our Care Team, and also indicate to the BBB if the resolution was satisfactory.
Sincerely,
Eva R****Customer Answer
Date: 10/16/2023
I accept the business's response to resolve this complaint.
Regards,
******* *******Initial Complaint
Date:10/07/2023
Type: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 8/25/23 Eco came to look at my air conditioner. Their service consultant Riley D***** told me I had a transformer out inside my furnace. He said it is an old unit and my best option would be to replace the air conditioner and the furnace.( his opinion, no problem there.) I decided to get a second opinion and they had my A/C running within about a half hour, just a bad thermostat. My issue with Eco is that the other company charged me $439.00 to rewire the system inside the furnace that Riley pulled apart during his inspection and then just put the cover back on the furnace before leaving. I contacted Eco to ask them to reimburse me for the money I had to pay out but they never responded to me.Business Response
Date: 10/16/2023
Hello Mr. ******,
After having our Care Team research your service experience with our technician, records indicate that our technician left the wiring undone because he thought you were going to have us replace the unit. Then after you shared your concern about the situation and indicated that another company repaired your unit, our manager left a voice message for you and requested on 8/28 that the invoice from the other company be sent to us to review.
Now that we have the invoice from the other company in hand from your uploading it to the BBB platform, we would be agreeable to paying for the cost of the rewiring portion. As we understand it, you had a new thermostat installed, but this it not called out on the document. If you could please ask for a document from the other company that would show us the cost of just the labor for rewiring, we will refund that amount to you as soon as possible.
Please let us know if you agree to this resolution and supply the additional documentation.
Sincerely,
Eva R****Initial Complaint
Date:08/23/2023
Type: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 8/11 they came out and we explained we were looking to get a new water softener. Ours was making noises and that during the regeneration cycle it was backing up in to the utility sink and we would also like the sink removed. We chose a new water softener and Install was on Friday 8/18 said it would take 4 hours but it took over 8. After ripping out our old units/pipes and during install, he then said we have drainage issues and could not get anyone out here until Tuesday to give an estimate on the drain cost, so we were being forced to pay for additional work that wasn’t previously discussed for our units to work properly. I had already spoke of the water backing up into the utility sink on 8/11. If he thought that could be due to drainage problem that should have been discovered or discussed during our consult. The worker did try to fix the drainage but it did not work. 4 hours later after plugging in the new units water backed up into our garage and we said we were not paying the balance until these units worked properly. I ran a load of laundry and water also backed up into our garage from the same pipe as as the water softener was.I called for an emergency plumber to complete the work as we were left in limbo, but was told no due to an unpaid balance. Before the workers left my husband spoke to a manager and asked us to pay for the work that was done, but was unfinished and not working. After 5 days of no useable water (baths, cooking, laundry) a manager called back and said he would not send anyone out to quote, not fix, the drainage problem until we paid the remaining balance. We paid $2500 down payment for 2 new units to sit in our garage not working and no useable water. The only solution he gave was to pay the remaining balance, and then pay additional money to have the drain fixed. The manager stated our drain pipes are not ran properly, which should have been discovered and discussed before install.Business Response
Date: 08/25/2023
Hello ***** ******,
We appreciate your feedback. It appears that your BBB complaint was filed on the same day as the phone conversation you had with our manager, Jeff, at 9:13 AM 8/23/23. The BBB forwarded it to me on 8/24. Thank you for your patience as I looked into your service with our Care Team, who researched it with the manager, technician, and details from your service records on our operating system.
Regardless of this BBB complaint, Jeff, the manager you spoke with, has been waiting to hear back from you since the morning of 8/23, so that the service advisor could be scheduled to come out to your home to review the current drain issues, and provide an expert solution and estimate on the existing drain line issue. Your advisor may even propose more than one option. Jeff expressed on the phone call our willingness to work with you on the price once the service advisor has gathered all the information and created a starting estimate(s).
We would be pleased to help you get the drainage system working properly, permanently, and do it as expeditiously as possible. Please contact the Dayton office: ###-###-####, and request to speak with Jeff. If he is unavailable at that moment, he will call you back since he is aware of the importance of addressing your concern.
Sincerely,
Eva R****Customer Answer
Date: 08/28/2023
On 8/24 you fraudulently charged my credit card without my knowledge or consent for the remaining balance and unfinished job. On 8/23 Jeff said he would not send anyone until we paid the remaining balance for a job we are not happy with, and then would have to pay more money. We should not be expected to pay more to get the job completely done and in working order as I stated before the drain issue should have been detected before the job was started, and before half the job was completed. We have spent a lot of money to be left like this, and then you charge the remaining balance anyways. Your “happiness guarantee” has left a special needs family with orange and unsafe water for 11 days now since we cannot use what we paid for.
Regards,
***** ******Business Response
Date: 09/08/2023
Hello *****,
Your husband told us he has sought legal counsel for this matter. At this point, we are waiting to hear from your husband’s attorney.
We provided upfront pricing for a water treatment installation project, which is what you scheduled the appointment for. Eco collected the deposit with signature allowing us to install the system. We are a pay upon completion business. As stated previously, your husband told our technician he was going to take care of the remaining drain issue, which is a pre-existing drainage issue in the home. At that time, he rejected our offer to run the temporary line at no additional charge. Our technician also supplied a sediment filter and removed your old utility sink at no charge. Our CFO approved our collection of the balance due only after the completion of the installation of new water treatment equipment, and per our policy with clearing the balance due, we could then move forward with working on a new project with you, as a customer in good standing.
Since the BBB platform provides customers and businesses a place to communicate back and forth to find a resolution, for the record, we have directly on three occasions offered to run a temporary line so that the water treatment system could be used. We offered to estimate and repair the existing drainage issue quickly. Plus, we offered to work on the price with you toward a favorable outcome. There is re-piping of up to 30’ of drain lines from what we can tell only from photos taken by our install technician. Your husband has not allowed our service advisor to make a proper assessment so that we could provide the best solution with an estimate. With legal action pending, I don’t believe there is more that can be done through the BBB platform, since even though you have submitted this complaint, you have deferred to your husband in this matter. It would still be our desire to help you and your family get the drainage issue in your plumbing system operational by running the temporary line so that you can use the water treatment system, offer you a fair price on the new work to fix drain lines via re-piping, and upon your approval of the estimate, perform the work to get your system running as quickly as possible.
Let us know if your husband is not moving forward with legal action, and you and your husband would like to amicably move forward with Eco helping you resolve the drainage issue in the manner described above. I will personally get our CFO involved on the pricing if we are able to get an initial assessment and estimate completed, which would be a starting point of reference. Should you wish to move forward, please request to speak with our Care Team by calling ###-###-####, or by emailing: ************************
Sincerely,
Eva R****Initial Complaint
Date:08/02/2023
Type: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.
We contacted the business because the upstairs toilets were not draining properly at my mother's home. We requested that it may need to be snaked due to a blockage outside in the yard. I had already purchased a new kit if it would be needed for the inside of the toilet tank as well but I am visually impaired and it prevents my completing the task myself. She paid the plumber $250 for the services only to find out that he had mixed parts of the new kit with the old parts and they are different manufacturers. At least he could have used all the new parts that were provided to improve that issue. As is, the toilet is still not working properly, and all the drains upstairs are not working properly because nothing was addressed about a possible drain blockage which was the initial reason for the call for their service. She would like to have them return and complete the issue to identify what the real problem is that nothing is working adequately at this time after the service call.Business Response
Date: 08/04/2023
Hello **** ****,
Thank you for reaching out and providing feedback about your service experience. We want your home to be operating properly, as quickly as possible. Please call to schedule an appointment. Our Eco Guarantee on the service provided is in effect for 1 year. If there is something that can be done within the scope of the original service, it will be corrected at no charge. Any issues not covered in the earlier service that were discussed and may still be needed to be corrected will be addressed by your technician as new services.Your service technician pointed out the following at your appointment:
· Toilet clogging was not caused by issue in the main sewer line, as other upstairs drains in the home, at the time of service, were not affected.
· The toilet is old, and has residue build-up in flow way and jets, causing the toilet not to operate at maximum flow, such as a new toilet would operate. Toilet replacement was discussed.
· The original work was priced for using toilet auger to clear the clogged toilet and for only replacing the needed part, the fill valve, using customer-supplied parts (lower install cost was incorporated in the final cost). NOTE: A total toilet rebuild with customer-supplied parts would have been a higher cost.
You and your technician had discussed service options and you chose to start with the smaller investment at that time, since the toilet may need replaced. Any new work required for proper operation will have new solutions written up in estimate form for your consideration, and you can then decide how to proceed.
Our intention is to provide 5-star service and help our customers have properly operating systems in their home, even if you wish to go step-by-step to help keep the investment cost to a minimum. As a reminder, the technician has offered in your original invoice that a $93 discount would be applied to a future toilet replacement.
Thank you for your patience while we reviewed your service records, recorded calls, and spoke with the manager and your technician to be able to provide a solution to your concerns. Call ###-###-#### to schedule a return visit by your technician at your earliest convenience.
Sincerely,
Eva R****Customer Answer
Date: 08/16/2023
Part II of disaster since the drain was never snaked looking for blockage on first repair call, did not happen then - and now: update complaint # ********
incoming call 8/14/23--had major water blockage issue and no drains or toilet working upstairs ; sinks downstairs are backed up and barely drain, did 1st load of laundry and the rinse cycle put all water out of drain into home causing 5 hour chaos and flooding for
complaint # ********
* * *COMPLAINT UPDATE * * *
incoming call 8/14/23--had major water blockage issue and no drains or toilet working upstairs ; sinks downstairs are backed up and barely drain, did 1st load of laundry and the rinse cycle put all water out of drain into home causing 5 hour chaos and flooding; clean up around 5 hours for 2 people involvedBusiness Response
Date: 08/16/2023
Hello **** ****,
We are very happy our Care Team member could speak with you directly to schedule service on 8.14.23. Your technician, Seth S. was pleased to help you with the new plumbing issues. Let us know if you have any questions or concerns.
If you have any future needs, don't hesitate to schedule an appointment by calling ###-###-####. Our skilled team members can assist with plumbing, electrical, and heating and cooling repairs, maintenance and replacement.
Sincerely,
Eva R****Initial Complaint
Date:07/14/2023
Type: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 had the company out to clear a main drain. The tech as told several times to leave if he couldn't get the job done. He stated that he would not get paid unless he fixed the drain. After hours of trying he for some reason replaced my toilet ring and bolts that were fine before his arrival.($250)He came out of the bathroom and asked how much longer she wanted him to try. She told him if he couldn't get it to leave. Five minutes later he returned and said he got it cleared($67? Even though it's costs 93??) but recommended that we not flush tp and to use the trash instead. Customer service was of no help and he left standing sewage in my hvac ducts. I just want my money back so I can call a reputable company.Business Response
Date: 07/31/2023
July 31, 2023
Dear Mr. ****** *********,
Thank you for contacting us through the BBB platform. We appreciate your patience as we reviewed your concerns, estimate, invoice, service records and technician input.
It appears that the first appointment was booked online under your name, ****** *********. In order to book an online appointment, customers have to ensure that they are the homeowner of the property being serviced (you clicked this button in the booking process). You booked this service appointment on June 21, 2023, and at the time of the first service appointment, we were under the impression you owned the home. In good faith, our technician assessed the situation and prepared the estimate that was signed (approved to proceed). Our pricing is by-the-job per the estimate, but I have researched the details for the $317.50 total service as $93 for the drain clearing, $214.50 for pulling and resetting the toilet (50% off, as full-price is $429), and $10 for materials. Our technician learned at the appointment that you were not the homeowners and noted in his summary that, “tenants paying with landlord approval”. The technician then got to work and discovered that there was no accessible clean out, so he had to remove the toilet and use the large toilet flange (drain pipe under toilet) as the access point for cabling. Also, before removing the toilet, the technician had found leakage around the base of the toilet, indicating the wax ring/bolts would need to be replaced when he reset the toilet. This was also noted in the estimate.
The cabling process was more difficult through the toilet flange and does not allow the full length of the cable machine to extend into the main line since many feet are needed to get from the toilet to the main sewer pipe. Your technician was finally able to bring a lot of tree roots out of the sewer line. Cleaning the line from the toilet flange is not a proper access point, but it was the only one available and our technicians understand the inconvenience of not having working sanitation facilities in the home, so this is why your technician kept working at it until the flow was restored.The technician advised that a permanent clean out should be installed and that the sewer line requires a permanent repair since tree roots have compromised the main sewer line. Until it is repaired, the line will back up again, so your technician advised “limit the amount of water used and limit toilet paper going down the drain”. This was to help you avoid more back-ups from tree roots seeking water and refuse causing clogs from catching on any roots or cut ends of roots that could not be removed. There may also be issues with the main sewer that have not been visually seen yet (cracked or misaligned pipes, a belly in the line, etc.).
Three days later, we received your call to return to service the compromised sewer line again, which your technician successfully accomplished. This was covered at no cost through our Eco Guarantees and the 30-day warranty on the original drain service. We have also called and left a voicemail for your landlord, *****, to make an appointment for the camera inspection that comes with the service you paid for that would allow us to visually diagnose the full extent of the issues and show *****, and also provide options and estimates for permanent solutions.
We would recommend that you communicate with your landlord in regards to the fees you paid towards the temporary restoration of the flow of the sewer line located at the service address that you are leasing and is owned by your landlord.
Sincerely,
Eva R****Initial Complaint
Date:07/04/2023
Type: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.
Contacted ECO Plumbers when my water heater went out in the middle of May. Came out and quoted a price; agreed and setup install. Install team was several hours late and very rude. Said I had to pay for additional services. Was contacted by a supervisor who was helpful in moving forward. no additional cost. Came out several times again to fix a still leaking toilet and came home to the water shutoff spraying my basement. They once again fixed it. Water heater still does not heat up very well; still do not have my permit for the water heater install. They sent me someone else's info who lives in ******** Ohio instead. I have no idea who now may have my info and several calls and emails later ECO still keeps dropping the ball. ZERO Response.Business Response
Date: 07/10/2023
*****,
Thank you for reaching out to us about your concerns with your water heater and permit. I reviewed your information with our Customer Care Team, and it seems that the permit issue has been addressed, with the correct permit being sent to you via email on 7/5.
In regards to the water heater itself, we've tried to reach out to about scheduling a follow-up appointment to correct this a few times and have not been able to reach you by phone. Our Care Team did receive a call and email response from you over the weekend saying that you did not want anyone from Eco to come back to your residence. As I'm sure you can understand, it is very difficult if not impossible for us to determine the cause of any issues you may be experiencing without being allowed to be onsite in the home. Until we're able to do so, I don't think there is any further action we can take to help with this issue.
That being said, our Care Team is more than willing to work with you on scheduling to be able to assess the water heater at your earliest convenience. Please let us know when we can get that appointment on the scheduled.
Thank you.
Customer Answer
Date: 07/16/2023
Eco reached out and sent a manager over to look at and document everything. Returned my channel locks. Have not heard back about any other issues or if they will be fixed. It's been quite a while since Randall came over and I think that is the end of the issue. No fix for a not working water heater and no fix what their tech damaged. Ohh well I did try giving them a fifth time to fix their constant issues. I guess from the top down it all doesn't matter once you pay.
Regards,
***** ********Business Response
Date: 07/31/2023
Hello,
We would be happy to offer a furnace inspection to Mr. ********, there would be no charge for this service. There is some concern with some of the language Mr. ******** uses in his rejection response though, referencing "damage" and needing to "call another company to fix their mistakes." Our investigation determined it incredibly unlikely that the plumbing issue we addressed had in part in damaging the furnace, therefore we cannot take any responsibility for it's repair or replacement.
Initial Complaint
Date:06/15/2023
Type: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.
I have used Eco Plumbers and trusted that a job would be done for a decent price by people who were respectful of me and my property. This is no longer the case. On April 30 (a Sunday), I called them when I found my water heater hissing and leaking. I had to go online and scheduled someone for Monday, the 8:00 to 2:00 slot to have the work done.
A sales person (Mr. Holbein) showed at about 11AM. An invoice was drawn up for a "like for like replacement" to replace a standard, 40 gallon, residential water heater with the same. The price was a whopping $2480, well above the $1600 average replacement cost in Columbus. Also, I had taken the morning off for the work to be done and did not want to have to start over and lose more days at work, so I went ahead and paid for the work. The salesperson told me he would have his "team" here quickly to do the work. The one person who came arrived after 4 PM (I did lose a whole day of work). I received a call saying I had to arrange myself to have a city inspection done. The number they gave me to call was a city number, but the prerecorded menu did not include water heater inspection. After having Eco call to make the appointment, the installation FAILED inspection due to the fact that the hood was not attached to the heater, as is called for in the inspection and the installation manual instructions. The inspector asked why I had a commercial heater installed, since I am just one person in the house – I hadn't realized that it was commercial. That was not what I requested and not what was on my invoice.
Again, I called ECO, and a few days later the work on the hood was done (May 9)and it did pass inspection, requiring another lost day at my work. Then more trouble began. The water was coming out of my faucets looking like skim milk. I was afraid to drink or clean with it unless boiled. Eco plumbers sent Adam Wallace on May 17, but he was unable to identify the source of the problem or fix the situation. He returned with another person the next day (yes, another day of lost work for me) and they drained the water heater, then refilled it. At one point, I was asked to turn on all of the faucets in the house – sinks, tub, shower – well over a 100 gallons of water was wasted, resulting in a water bill over 30% higher than normal. The water was still milky, but a bit better (May 18). They worked diligently, but were as baffled as I was and "hoped" it would improve.
It has gotten progressively worse and now I have to run the water (hot and cold) every morning in each faucet about 15 minutes until it becomes clear. I have been given a $248 refund for the installation day problems on May 1, however, it is now June 15 and Customer Care has been very non-responsive to all of the problems since. This is no small matter. I have tried to be reasonable. I only asked for an additional $800 refund for water testing and to pay for another plumber to look at the problem. Mr. Wallace let me know that he had ordered a replacement standard water heater, however there has been no follow up or assurance that I would not have to pay for a second installation.
I have never had a water quality problem in the 32 years I have lived in this house, until this water heater was installed. Jason Reynolds in Customer Care has been completely negative and says they already gave me a refund and they will not provide any further refund or service. The $248 was not for these later and current problems. I was offered and do not want a "free" Care Plan with a company I no longer trust. I need to have a water heater that does not send milky water that needs to be boiled through my house. I am out $2232 for a commercial water heater I did not ask for and which has left me with water of questionable quality. I appreciate whatever the BBB can do to help. Eco Plumbers has dropped the ball and lost a good customer.
A picture of the water that is running out of my faucets is attached. Thank you so much for your attention to this matter.Business Response
Date: 06/27/2023
*****,
Thank you for letting us know about the issues you've been having with your recently installed water heater. We always pride ourselves on providing outstanding customer service, so it's essential for us to get that feedback from our customers, good or bad.
As I write this response to you, I understand that our team has already replaced the water heater in your home under warranty and our Happiness Guarantees. Our Customer Care Team let me know that you've already indicated an improvement in the water quality, so I'm very happy to hear that. I cannot speak to that comments made to you by the inspector, about the type of water heater originally installed. But I did want to reiterate that while the unit was labeled as "Commercial", this is a reference to it's reliability and durability, not a reference to it's designed application. That being said, we will find faulty units here and there, which is what the warranties and guarantees are meant to cover. There are hundreds of these exact water heaters successfully supplying hot water to homes in Columbus. However, we do appreciate you giving us the opportunity to address the issues you were experiencing with yours.
Thanks again for reaching out, and we look forward to servicing you in the future.
Customer Answer
Date: 07/07/2023
I accept the business's response to resolve this complaint, despite the fact that they did not offer me the entire refund I requested. This began on May 1, and after 2 months, we should all be done with it. Today I received the partial refund check, so I can now accept the resolution. Thank you, BBB, for your help in brokering this resolution.
Regards,
***** *********Initial Complaint
Date:04/25/2023
Type: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.
Hired Eco plumbers to replace leaking water service line. They offered to complete the work on 4/24 starting late morning and told it would take a crew of 4-5 people most of a day to complete. At 1pm 4/24 without any communication on timing I reached out to find out it would be hours before they began work. Agent assured me work would be completed that day still. At 3 got a call that they were on their way and work would definitely be completed today. They arrived around 4pm ET to start. At 545 or so they claimed to be 15 min away from finishing. Around 615 they informed me they couldn't figure out how to hook the water back up and unless we hooked a hose up to a neighbor to hack a sketchy water line we'd be out of water for the evening.
They return the next day around 8am and around noon had finally resolved the project. However, the new valve inside the house was leaking so I had to call them back to fix this leak since they didn't do any check or review of the work before leaving.
Given the extra 18hrs without water, remaining leak after they first left, and quality of the work were not up to par.Business Response
Date: 05/03/2023
********,
Thank you for reaching out regarding your concerns with the recent service at your property. In researching your project, I discussed these concerns with our Excavation Manager and Sewer Division Director, who I believe have both spoken with you. Summarizing the previous conversations:
- We do provide larger time windows for work to begin due to the nature of the repairs we typically make. In this case, we did begin the work during our normal business hours, and with that we were confident that the work could be completed the same day.
- Discovery of the malfunctioning water stop obviously changed this expectation, compounded by the fact that we are legally restricted to tamper with this without city approval. The city was not able to provide this approval, along with the correct part to replace the present obsolete one, until the next business day.
While we were unable to control these factors, the use of a garden hose connection to continue water supply to the home is a common temporary solution. We provided this option along with offering to provide a hotel for the night, and as I understand, you declined both options. While we are confident that Eco is not responsible for these issues, we should have done a better job of tested the new fittings on the water service inside the property. Our Customer Care Team would like to discuss this aspect with you, and see what we can do to resolve these issues.
Customer Answer
Date: 05/03/2023
I am rejecting this response because: it is vague and empty. Eco does not take responsibilities for the many mistakes that occurred during the job and additional time and headache incurred on our end. They also left it very vague, what is the next step how will be discuss and resolve etc.?
Regards,
******** ********Business Response
Date: 05/23/2023
********,
I've asked our Customer Care Team to reach out to you by phone at the number we have on file, to discuss specific resolution to this concern. Hopefully this provides more specificity in this case.
Customer Answer
Date: 05/24/2023
I accept the business's response to resolve this complaint. Thank you for connecting to discuss and resolve.
Regards,
******** ********
Eco Plumbers, Electricians, and HVAC Technicians is BBB Accredited.
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