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 Find Local Branches.

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  Eco Plumbers, Electricians, and HVAC Technicians

  4691 Northwest Pkwy Hilliard, OH 43026-1126

  
• 

  Eco Plumbers, Electricians, and HVAC Technicians

  27 E Home St Westerville, OH 43081-1522

  
• 

  Eco Plumbers, Electricians, and HVAC Technicians

  9114 Cincinnati Columbus Rd West Chester, OH 45069

  
• 

  Eco Plumbers, Electricians and HVAC Technicians

  1851 S Metro Pkwy Washingtn Twp, OH 45459

  
• 

  Eco Plumbers, Electricians, and HVAC Technicians

  221 Renick Ave Chillicothe, OH 45601-2852

  

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:10/27/2022

  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.

  Called them out because I was getting soapy washing machine water in air duct's, found this out because I went to get my air ducts cleaned. Guy comes out form Eco and looks and see's the water get's on roof and sends camera down and says he has found the problem. Sends us a picture of the bad pipe (no date on pic) and a quote to fix the pipe for 13,000. We needed it fixed right away because we had a new grand child moving in with us. They said 2 days ended up being week and half and front yard destroyed. fast forward 4 months and heard a rumbling sound coming front the air duct grab my shop vac and sucked up 20 gallons of soapy washing machine water. Called Eco and the next day some came out and looked around and he thinks its the pipe next to the washer but he didn't have a camera small enough to look. So we wait another day or so another guy comes out and send a camera down the pipe by the washer and it shows a collapse pipe. So we get another quote for 3,000. So I tell them to fix it. Quote was for 2 days, another week and half it took them but the problem is finely fix no more soapy water. They send me the bill for the 3,000 and I tell them it should fall under the warranty workmanship of the first job because they either misdiagnosed or did not fix it right the first time and since the second job that actually fixed the problem they should give me a refund on the first job since it was 13,000 not 3,000. They sent me a letter say the cant get ahold of me so when I try getting a hold of the all I get is put on hold and listen to music.

  Customer Answer

  Date: 11/10/2022

  11/8/2022 BBB received a phone message from consumer stating business resolved his complaint to his satisfaction.

• Initial Complaint

  Date:10/26/2022

  Type:Billing 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 originally made an appt to have my toilet fixed. When I made the appointment I was told there would not be a charge per a plan I had thru the company. The company came out, spoke to someone other than the home owner, how had an iPad and needed a signature to do the work. At no point in time was the price shown on the screen or was verbally discussed. After the work was done, they issued a bill for almost $400 dollars. I have tried to resolve this however I can not actually speak to anyone other than employees working at a call center.

  

  Business Response

  Date: 11/02/2022

  Dear *** *****,
  
  Thank you for your patience. In addressing your concerns and in fairness to our team, a thorough review of the service documents and recorded calls held in our operating system was performed. As an accredited BBB business with an A+ rating since 2007, we uphold the important pillar of building trust with our customers. The Eco Plumbers is always open to receiving feedback and finding ways to improve the customer experience and processes to avoid miscommunications. Important to note are these points:
  
  ·      ****** had been present at prior appointments and the estimate/invoice on the iPad has been a standard part of all service appointments. The estimate and invoice was also emailed to the two provided email addresses by your technician at the appointment. Was your technician asked to explain further, if there were questions? We certainly will take your criticism to heart if the price was not verbalized, and we will make sure our technicians take care in the future to help customers that may not be as familiar with an iPad and how to scroll to view. Our technicians welcome the back and forth conversation that takes place at the appointment.
  
  ·      A recorded call confirms that we had received verbal permission from you that ****** would be present at the plumbing appointment on 10/26/22 and she would be your authorized party for approving work. We price by the job from a locked price book and if the technician takes longer than expected, the price will not change.
  
  
  ·      ****** approved the $378 estimate (with signature), approved the $378 invoice (with signature), made payment on your behalf via check #1623. Your service care plan membership paid for by ******, provided a $42 discounted member price for the toilet service. Some customers arrange a quick consultation between homeowner who is at work, and their authorized party at the appointment, before signing. Or some gather estimates and then make their decision on which company to work with after reviewing, and then schedule service. We are happy to work in whatever way is best for each homeowner.
  
  ·      Additionally, from a recorded call, it was confirmed that we only stated that the HVAC tune-up appointment scheduled for later in the morning, would be at no charge, since it is covered by the service care plan membership. (Since then, your service care plan membership was requested to be cancelled.)
  
  ·      After the 10/26 appointments, you made us aware of your price concern for the plumbing service. You requested not to speak with our Care Team that is specifically dedicated to working back and forth to solve customer issues. Instead, you requested that a manager call you back. It was determined that your technician’s manager, who is also a plumber, would be the best point of contact. He called within the hour to discuss your concerns and explain our pricing structure.
  
  Our company’s #1 Core Value is “Without helping people, we do not exist”. In earlier appointment job notes, our customer service team had noted how nice ****** was and “to take good care of her”. We are a company that works hard to build a trusting relationship with the families we serve. We stayed true to our service system that includes upfront pricing, getting approval, and then performing quality workmanship. The Eco Plumbers proceeded in good faith to deliver 5-star, guaranteed home plumbing service. When a homeowner does not see all the steps of the service, it can be hard to understand the work put in and the value. The removal and replacement of a toilet can be as many as 15 steps requiring care to ensure there is no water damage from removing all the water from tank, the bowl and disconnection of the supply line; ensuring no damage to the toilet equipment occurs from unbolting and moving this heavy unit; making sure no surface damage to the floor occurs from the removal/replacement; ensuring there is and will be no water damage to the floor/subfloor when re-seating the toilet; ensuring the toilet is firm, level and safe.
  
  I hope that you can understand that we are not able to charge handyman prices, especially in this inflationary period, since we do things per code, must pay for trucks, fuel, materials, warranties, etc., and the team of people beyond the technician that serves each of our customers. It’s our goal to be the “go-to” home service company for a long time to help each customer protect their largest investment—their home. You can learn more about other ways we help through our commitment to teaching the plumbing trade and giving back to the communities we serve by visiting ecoplumbers.com.
  
  It does appear that you unsubscribed from our monthly emails where we always include a “$39 off any service” gift card. The Eco Plumbers agrees to extend this additional savings in the form of an even $40 refund that can be sent via check to your home address. Please let us know if this resolution is satisfactory.
  
  Sincerely,
  
  Eva R****
  

  Customer Answer

  Date: 11/03/2022

  I am rejecting this response because: There was never verbal permission given, not only was it not given , it is not possible for it to be given because I was scrubbed in surgery on the day in question, which I have several Drs statements stating just that. After my own further investigation after viewing a copy of the check, that was written on my bank account, that is not my signature authorizing any form of payment, which I can also verify through my bank, which has my signature on file.
  
  
  
  Regards,
  
  
  
  *** *****

  

  Business Response

  Date: 11/07/2022

  Dear *** *****,
  
  The homeowner authorization granting us permission to work with ****** at the property is attached (recorded call). To correct when this was added to your service records, it was on 8/30/22 in conjunction with earlier services being requested that ****** was going to be the person who would be at home to meet the technician.
  
  As a pay upon completion home service company, our technician accepted the signed check in good faith as payment for the services rendered.
  
  Please let us know how you would like to proceed.
  
  Sincerely,
  
  Eva R****
  

• Initial Complaint

  Date:09/01/2022

  Type:Product 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.

  Eco plumbing installed a $2000. warranty/ guaranteed sump pump in my residence that has had multiple operational problems repairs and hours of waiting for service response each time. The manager promised to replace the sump pump with a new one if any more issues occurred, and they have twice

  

  Business Response

  Date: 09/06/2022

   

  Hello Mr. ******,

  We have been working with you on your concerns and the issues with the sump pump are corrected, however, there needs to be a new outlet installed to protect your system. We are currently trying to reach you to arrange for our electrician to come out to your home to install the needed GFCI outlet.

  Our Care Team left you a voice mail. Please contact them as soon as possible to arrange for a visit by our electrician.   ************************ or ************

  Sincerely,

  *** *****
  Marketing Manager
  The Eco Plumbers

   

   

  
  

  Customer Answer

  Date: 09/10/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 17808379
  
  
  
  I am rejecting this response because: 
  
  
  
  Regards,
  
  
  
  ******* ******

   

  the electrician you sent stated there was no electrical problem but a loose cable on your sump pump and he stated there shouldn’t be this much standing water. We hired a plumber Roger Wolf, who worked for your company in the past, he stated there’s too much standing water, the float is not in the water, the pump should be taken off the grate, be removed, and should sit down in the pit on flat cement. Not resolving these issues is causing continuous damage. 

  These concerns need to be addressed 

  see attached standing water 

  

  Business Response

  Date: 09/15/2022

  9/15/2022

  
  Hello Mr. ******,

  
  Our Care Team provided an update this morning so that I could reply accurately. Recently we sent our electrician to your home, and he installed the GFCI outlet at no charge. His photos, observations, and the input from our management team, brought us to the same conclusion that lowering the float would be beneficial, since your home doesn't have a typical sump pit. This adjustment has already taken place and the Care Team will follow-up on Mon., Sept. 26. to see if you are happy with the performance.
  
  Sincerely,
  
  *** *****
  Marketing Manager
  The Eco Plumbers

  Customer Answer

  Date: 09/15/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:

   I appreciate EcoPlumbing working with us to resolve this issue. Joe Tooker believes he fixed the sump pump issue. Currently operating satisfactory  
  
  
  
  I accept the business's response to resolve this complaint.
  
  
  Regards,
  
  
  
  ******* ******

• Initial Complaint

  Date:08/18/2022

  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.

  Hi thanks for your attention to this episode. On 10/28/2021 we hired EcoPlumbers to replace our kitchen under-sink disposal. The replacement went fine and the disposal was working well. The receipt from this service is attached. 1 year warranty on work, 3 year warranty on appliance. But, in July 2022 we noticed that one of the kitchen mats was unusually wet. A couple of days later while doing dishes we water spilling out of our under sink cabinet and onto our kitchen floor. Opening the cabinet we found that the cabinet was flooded. We emptied the cabinet contents and found that a leak was coming from a rubber gasket on the disposal that had come loose. The cause of this was obvious as three large screw bolts that were supposed to have held the gasket in place were not installed and in fact were lying on the base of the cabinet. I relayed this to EcoPlumbers to address this under labor/device warranty. The same technician who came to install the device in 2021 came back in 2022 and installed the three screws he had forgotten the first time around. The disposal now works and there is no leak. But now the real concerning issue for me is water damage. There are several cutouts on the base of our cabinet that let water from the flood leak through and onto the flooring underneath the cabinet. This environment will breed a lot of mold. I would like for EcoPlumbers to wipe this area dry - I asked for their help to do this as I am not a professional and cannot access the area. After over a month of trying to elicit a response, they have offered to spray an antimicrobial spray in the area. This will not even begin to address the issue. Big picture - water damage from an incorrect disposal install that EcoPlumbers will not take accountability for. Damage to consumer is a large mold reservoir in the kitchen and potential subfloor damage.

  

  Business Response

  Date: 08/26/2022

  Hello ******** *****,
  
  Thank you for bringing your installation concerns to our attention. Our technician has returned to your home to secure the garbage disposal. This part of your request appears to be resolved per the notes in the service records.
  
  Our Care Team is currently working with you and has facilitated an introduction to a company that we recommend frequently, called *** ******. They specialize in assessing for moisture and they know exactly what steps to take to mitigate this, should they discover there is an issue. We want you to be assured that our Happiness Guarantees have got you covered.
  
  Our Care Team will reach back out once *** ******'s assessment is received and we can map out the next steps with you. We will cover the cost of any mitigation. We appreciate your patience as we work with you toward a satisfactory resolution. 

  
  Sincerely,
  
  Eva R****
  The Eco Plumbers
  ********* *******

• Initial Complaint

  Date:08/15/2022

  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.

  We hired Eco Plumbers to repair a leak in the service water line to our home. The repair involved replacement of one sidewalk square of cement. Work began 7/27.
  
  During this time, a separate instance, the City of Columbus was scheduled to repair a leak in the water supply line under the middle of our street that was leaking one address up the road.
  
  Both jobs were completed independent from one another. However each job required cement to be poured as a final step.
  
  One 8/5 ****** ************ arrived, contracted by the city of Columbus. They were to pour a single driveway apron. Through miscommunication ****** ************ poured both the driveway apron across the street and my sidewalk by mistake. The sidewalk was then stripped and the city of Columbus applied soil and seed on 8/8.
  
  On 8/12 a contractor arrived at my home, hired by Eco Plumbers to pour our sidewalk concrete. He was confused why the work was completed. Also confused, my wife contacted Eco Plumbers who informed her their records indicated their contractor had been to our address on 8/ 8 to pour the concrete and had completed the job that date. Which was a lie.
  
  Ray from Eco Plumbers contacted me this morning 8/15 to assure me that the concrete was indeed poured by their contractor. After questioning that fact I was notified by Ray that they had also contracted ****** to pour the cement for my sidewalk, because the regular contractor was running slow. I was told a PO was cut to ****** and Eco Plumbers had paid. This was a lie.
  
  I contacted ****** ************ this morning and spoke with ***** who indicated ****** ************ has absolutely no record of any type of contracted work from Eco plumbers whatsoever. Jason said ****** poured the concrete. Not Eco Plumbers.
  
  I contacted eco plumbers with this info and was immediately offered a refund for concrete work.
  
  I was lied to twice. I am seeking a full refund. I had to call around to catch them in a lie. Unacceptable.

  

  Business Response

  Date: 08/17/2022

  Hello Mr. ******,

  This is Eva R***** the marketing manager at The Eco Plumbers. I apologize for any miscommunications between our team, ******, and the original cement company that we had arranged to do the work that ended up taking too long to get to your job site.

  We regularly work with ****** and have a very cooperative working relationship with them, however, in speaking with our Care Team, our behind-the-scenes coordination could have been better when the cement work transferred to ******.
  
  The Eco Plumbers is committed to providing quality plumbing, heating, and cooling services to our clients. I would like you to know that we take your feedback seriously and promise to utilize it to improve our processes.

  The $1666.00 refund was processed as of 8/15/22.

  Sincerely,

  Eva R****

• Initial Complaint

  Date:08/11/2022

  Type:Product 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.

  I was experiencing flooding in my front yard, due to a main water pipe leakage. I was originally quoted at both $6900 to completely replace the pipe, or $2800 to repair the pipe. After speaking with The Eco Plumbers professionals, I was informed by them, that the repair will be enough to fix my flooding, $2800. On July 1st 2022, The Eco Plumbers came to repair the water leakage. They dug a hole for the repair and were on their way soon after. The same day I noticed more flooding in the exact same location. As I am not a professional in this field I gave it 2 weeks until I contacted The Eco Plumbers again.
  
  The Eco Plumbers came out with their 'Happiness Guaranteed Program' on August 8th, dug up their original hole and said their work is perfect and the flooding is coming from somewhere else on the same pipe. They clearly stated, "that the pipe could have easily broken in another spot during the water pressure test by the city (the same day), but said there is nothing they can do, because the city approved them." Afterwards, when filling up my hole, they completely ruined my front yard.
  
  The next day, August 9th" I call Eco Plumbers to speak with someone and they told me someone will contact me with 72 hours. However, when there is a main water pipe issue, the city gives a notice until they shut off the water. During this time, I contacted another plumbing service to fix their work.
  
  On August 11th, I spoke with an individual from Eco Plumbers who said there is nothing they can do because they did the work originally requested. There was never any communication with me that this repair (which again they told me is all I needed) could break something else within a few days. Due to Eco Plumbers trying to get me to pay for an entire second service, I believe I am part of a bait and switch or a process to get continued work.
  
  When speaking to a manager I was offered a discount of $1400 on a $6900 service to keep working with them, or simply a $200 refund to disappear.

  

  Business Response

  Date: 08/23/2022

  
  
  Hello Mr. ****,
  
  The BBB complaints are sent to the marketing department to respond to via the BBB platform. My name is Eva R**** and I’m the marketing manager. Thank you for sharing your concerns.
  
  Since there has been extensive communication between members of our team and you prior to this, it took me a little longer than normal to gather the information from our Care Team and get the right people involved to take a second look and find a solution. Our CEO and CFO were traveling all last week, which also impeded being able to get back to you more quickly.
  
  It was requested that Chris W., reach back out to you to see if you were still in need of getting the balance of your water service line replaced. Chris felt certain you had proceeded with another company already, but he was tasked to confirm this. After confirming that your water service line was already replaced, you accepted our offer of a $1400 refund on the cost of services for the partial replacement performed earlier. This refund has already taken place earlier today. Please see the attached receipt.
  
  We appreciate your feedback, as it will help us improve our communications and service processes. In the future, we would be grateful if you would consider using The Eco Plumbers again for plumbing, heating, cooling and drain services you may need for your home.

  
  Sincerely,
  
  Eva R****
  

  Customer Answer

  Date: 08/24/2022

  I accept the business's response to resolve this complaint.
  
  
  Regards,
  
  
  
  **** ****