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:08/26/2024

  Type:Sales and Advertising 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 had services today with the company. The agent that came out refused to accept my coupon for 25.00 off my services. When i scheduled my service, I told them about the coupon and was told they would accept it. Also, when my plumbing was originally installed in 2018 by this company, the drain that was used was installed incorrectly. The man that came out today told me they didn’t do that, that they use a different material. Well, this home was built from the ground up in 2018. I am the only owner of this home and ******* used them for the service. The man told me that the drain should have been cut down more. And that’s why the water is building up.

  

  Business Response

  Date: 03/21/2025

  Thank you for taking the time to share your concerns. We truly value all feedback and the opportunity to make things right.

  
  Regarding the $25 coupon, while it was not presented at the time of service as required, we understand there was prior mention of it during scheduling. Although our policy states that coupons must be presented at the time of service, the technician should have asked about any discounts or promotions before finalizing the invoice. In light of that, we’ve gone ahead and refunded the $25 as a courtesy. We appreciate your understanding.

  
  In regard to the original plumbing installation, this work was completed in 2018 through a builder as part of new home construction, and not contracted directly with you as the homeowner. As such, any concerns related to that original work should be addressed with the builder, who has not reached out to us regarding this matter. Also, as the home was built over five years ago, our standard one-year workmanship warranty has expired.

  
  That said, we’re always happy to assist with current plumbing concerns and provide solutions to help you maintain your home’s plumbing system. Please don’t hesitate to reach out if you need anything further—we’re here to help.

• Initial Complaint

  Date:06/20/2024

  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’ve had reasonable work done by Nixco in the past so I had no reason to not trust them when they recently installed two hot water heaters in my home. Then I got the bill – it was twice what I was expecting. I asked for a breakdown of the charges but they were unwilling to provide that so I looked up the cost of the exact water heaters they installed. I could purchase the exact same water heaters for $3500 combined (without any contractor discount) and Nixco charged me over $8500 which means they charged me over $5000 for labor for routine installation of two water heaters. That computes to over $500 per hour for labor per person!!! (2 Men @ 5 hours) I asked repeatedly for someone at Nixco to explain that to me but was told it is what it is. I fully expect the company to make a profit, maybe have a small upcharge on the water heaters and charge $100-150/hr for labor but this seems way out of line.

  

  Business Response

  Date: 06/21/2024

  Dear *** *****,

  
  Thank you for bringing this matter to our attention. We sincerely apologize for any confusion or dissatisfaction regarding the recent installation of your water heaters.

  
  Upon reviewing your complaint, we'd like to provide some clarification. Firstly, we appreciate your trust in our services based on your previous positive experiences. We understand that unexpected costs can be frustrating, and we strive to ensure transparency in all our pricing.

  
  Please note that the charges reflected on your invoice were based on the scope of work outlined in the signed estimate, which was reviewed and approved by ***** ***** before any work commenced. Attached, you will find the signed estimate that was reviewed and approved by ***** ***** prior to the commencement of any work. Additionally, the signed invoice indicates acknowledgment of the satisfactory completion of all work performed by Nixco Plumbing. We take pride in adhering to industry standards while delivering high-quality workmanship, expertise, and exceptional service.

  
  Furthermore, we would like to highlight that the cost of our services encompasses various factors beyond the water heaters themselves. This includes labor, materials, equipment, overhead costs, and ensuring compliance with local plumbing codes and regulations. Our aim is not only to meet but exceed your expectations, and we stand behind the value and quality of our work.

  
  Additionally, we want to emphasize that both water heaters come with a 10-year warranty, providing you with added peace of mind and longevity beyond industry standards.

  
  Your satisfaction is our top priority, and we are committed to addressing your concerns promptly. Thank you for your continued support and for choosing Nixco Plumbing. We value your business and appreciate the opportunity to serve you.

  
  Sincerely,
  Nixco Plumbing Team

  Customer Answer

  Date: 06/29/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ******** *****
  

  Customer Answer

  Date: 08/06/2024

  As I previously provided our invoice, Nixco charged us $4451.21 for a ******** White 50 gallon water heater including installation. I have now attached a Nixco invoice from a friend who also had a ******** White 50 gallon water heater installed and was charged only $2588.97.  This was only 3 months (March 2024) prior to our installation so inflation did not play a part in the almost $2000 difference.  This proves that Nixco took advantage of a long time customer; surely this behavior does not reflect accurately the transparency they tout on their website. I have repeatedly asked them for a breakdown of how they came up with that price and they have refused to do so. I have never heard of a service business that doesn't provide a breakdown of how they came up with a cost, ie parts, labor, etc.  I would like an explanation of their charges and a refund of the difference.  

  

  Business Response

  Date: 08/30/2024

  Dear *** *****,
  Thank you for reaching out and giving us the opportunity to address your concerns.
  After reviewing your case, I want to clarify that the invoice you referenced from your friend is for a different type of water heater. Specifically, we installed a 50-gallon natural gas heater for your friend, whereas your installation involved a 50-gallon power vent heater. Power vent heaters are indeed more expensive due to their advanced features and efficiency.
  Before we proceeded with your installation, the estimate was reviewed and signed by ***** *****, and the final invoice was signed at the completion of the work, indicating satisfaction with the service provided. The estimate and invoice were attached in previous response. 
  Regarding our pricing structure, we utilize a flat-rate project pricing model. This means the price we quote before starting the job is the final price you pay, regardless of how long the project takes. This method has been in place since 2007, and our customers appreciate it as it ensures transparency and protects against unexpected costs.
  We deeply value our long-term customers and strive to provide honest, expert service on every call. If you have any further questions or concerns, we are more than happy to discuss them with you.
  Thank you for your continued trust in Nixco Plumbing.
  Best regards,

• Initial Complaint

  Date:10/27/2023

  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.

  Issue: ****** toilet tank fills up with water throughout the day. Possible canister valve assembly crack ($17). This was told to the Nixco receptionist.
  
  We called Nixco with issue and possible cause, and they sent out a technician who replaced the float assembly, then charged us $277. This did NOT fix the issue - the toilet continued to fill with water.
  
  Made another call to the technician who brought another technician with him, and together they ordered another part requiring a $76.71 deposit. The total after labor was $178.99. This also did NOT fix the issue. Total spent to date is $455.99
  
  A return call to the technician, who suggested a complete toilet replacement, offered $150 discount off of a new toilet costing $950 plus $174.95 labor. This would bring the grand total to $1580.94.
  
  Current invoice #s:
  ********
  ********
  
  We are in our 80's, and this feels like we're being taken advantage of.

  

  Business Response

  Date: 11/14/2023

  We appreciate your feedback and understand your concerns. Upon further investigation, it appears the older toilet’s issue persisted despite our initial attempts to address it. We replaced the flush valve, but the problem persisted, indicating a potential crack near the flush valve.
  
  In an effort to provide solutions, we presented two options during our last visit:
  Option 1: Install a new water closet supplied by us for a reduced cost of $950, which includes a $150 discount from our standard pricing.
  Option 2: Install a water closet supplied by you for a reduced cost of $174.95, which includes a $400 discount from our standard pricing.
  
  We genuinely value your satisfaction and aim to find the most suitable resolution for your situation. Please feel free to reach out to discuss these options further or to address any additional concerns you may have.
  Thank you for your understanding.
  
  Sincerely,
  Nixco Plumbing

  Customer Answer

  Date: 11/27/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ******* ********
  

• Initial Complaint

  Date:02/21/2023

  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.

  They Won’t call back it has been weeks since they said they would call with an answer of what went wrong.
  Had nixco come out, they said I needed to replace all my water and sewer drain pipes and that is the cause of a sewage smell in the house. They replaced everything over costing $1,200 and still had a smell for over a year. They came out multiple times and said everything smelled and looked normal. After my warranty expires I found a cracked pvc pipe about 8” long.
  
  They showed up today and the first words out of the technicians mouth was I see what they did wrong. Then quoted me $500 to replace what never had been fixed in the first place then dropped the price to $300. I asked if it was covered by warranty since he literally said they didn’t install it right. Nope not a chance that they stand behind their work. I would like my money back for the $300 that they charged me and not fixing the original problem in the first place.

  

  Business Response

  Date: 02/22/2023

  On 11/13/2019, the original work (that was quoted on 9/03/2019) of replacing interior drain piping
  was completed.  After reviewing our records on the property (*** ***** ***** *** Mason, OH), we have no record of any calls made or future appointments scheduled to inspect a sewer smell or assess the work completed on 11/13/2019. The appointment scheduled and completed on 2/03/2023 was the first time, Nixco visited the property since 11/13/2019. 

  On 2/03/2023, one of Nixco's technicians was dispatched to assess a leak coming from existing drain piping. Our customer showed our tech what they believed to be the problem. There was a
  crack in a PVC female adapter where it connected to a copper male adapter.

  
  ****, our technician, then called the office to verify if this repair was to be completed under warranty. We warranty a repair of this nature for a period of 1 year.
  

  Due to the original work being completed on 11/13/2019, the warranty for this repair had expired on 11/13/2020. Once our tech was informed that this repair was not under warranty, he provided the owner, Mr.
  ********* with a quote upfront to make a repair to the broken/ cracked fitting. Mr. ********, approved
  the work and signed off on the proposal. The repair was then made and payment
  collected. 

   

  The original invoice from 11/13/2019 and the invoice from 2/03/2023 are attached. Thank you. 

  Customer Answer

  Date: 02/23/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below. I made several phone calls to the technician that installed it Chris M, he stopped out in between jobs to see if there was a smell. Chris also confirmed on the phone that there was nothing else they could do for the sewer smell. The technician gave me his info upon completion of the job and said to call him with any concerns. I did and they were ignored. 
  i found the damage that your technician caused, when your new technician came out Feb 3 I showed and told them what needed replacing. The technician said” oh I see what they did wrong” admitted that they installed it incorrectly. I would like to be reimbursed as you installed incorrect according to your technician and company. 
  
  
  Regards,
  
  
  
  ****** ********
  

• Initial Complaint

  Date:07/29/2022

  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.

  Hired this company to install new pumps in our pumping station at this apartment complex. After spending over $24,000 for the pumps and installation, they needed to come back repeatedly as the pumps kept failing. They charged hundreds of dollars each time they came out, but were not able to fix the issue. The total charges for the follow up visits was over $13,000. We also had to pay SOS to clean out the tanks every other week due to the failing pumps and the total costs for clean outs until the pumps were working properly was $6,000.
  
  I finally contacted the manufacturer of the pumps asking them to recommend another plumber. We brought in *******. They immediately noted the switches were too close together and fixed them in less than 30 minutes. They also noted each pump required 15 amps and both were wired to the same 20 amp breaker. We installed a second breaker and this stopped the breaker fro tripping each time both pumps went on.
  
  These were issues Nixco should have been able to resolve if they had the appropriate expertise to install the new pumps, and certainly should have called in another company instead of continually coming back and charging and never fixing the problem.
  
  I can share copies of all the invoices and charges incurred.

  

  Business Response

  Date: 08/10/2022

  Here are the facts as we know them to be:

  We were called out on a service call by **** ***** Property Management
  to the property at * ****** **** ******* ** on 7/29/21.  The notes in our call slip were that an
  estimate was going to be needed to replace a pumping station.  Service tech was dispatched to site.  We provided a price to pipe down sewage lift
  station and inspect.
  The following notes were provided in the initial site visit.
  Checked and
  found that both sewage pumps were not operating.
  Attempted to operate in the hand mode and still
  did not work.
  Had to pump down pit to be able to identify the
  pumps. Placed call to manufactures rep to come up with pricing to replace the
  whole system.  The panel is outdated and is showing signs of age,
  it was installed in 1995.

  Returned on 7/31/21 to install a temporary pump to help keep system in operation.  Nixco did not charge for the temporary pump,
  itself, that was provided to client.  Just for the removal and installation of the pump.
  Installed a
  temporary sewage pump, until new pump system can be installed.

  
  Nixco Provided a quote
  for the installation of a new pump system based on the sizing information provided
  to the manufacturers rep.  That quote was
  accepted.  Quote was approved to move
  forward and the customer provided a deposit of 30%, the date of this was
  8/6/21.

  
  On 8/10/21 Nixco
  received a call that there was a problem with the current temporary pump
  installed.  Once on site we determined
  that the first pump installed needed to be replaced.  Acquired an additional “loaner” pump and
  installed it.  Pricing provided and
  approved. Rewired the existing alarm system and able to get it operate.  No charge for the “loaner” pump.  Installed
  new temporary sewage pump in lift station until new system comes in. The
  old used pump had failed.  Rewired
  alarm and got it to operate.

  On 8/12/21 we went back
  out with a third temporary(loaner) pump, this pump was a grinder style pump due
  to the type of materials that was being put into the sanitary system.  This work was done after hours.
  Pulled
  Temporary sewage pump and installed used grinder pump.

  
  On 9/21/21, We installed the new pump system.
  Installed
  new sewage system, including two pumps, new check valves, shut off
  valves, floats and new control panel. Checked operation of system, OK.

  
  On 12/12/21, Nixco
  Plumbing received a call that there is an issue with the sewage ejector system.  Found an electrical issue with system.  System has been in operation for
  approximately 2.5 months.  No issues.  Notes on invoice to customer:
  Emergency
  evaluation fee and check operation of sewage system.
  Checked and found that the breaker at the building
  had tripped. Reset breaker and pump down pit.
  There is an issue with the breaker at the
  building. An electrician will need to be called by the customer to replace the
  breaker. The system is working but the breaker needs to be addressed ASAP.
  
  On 1/20/22 Received
  service request.  Tech goes and finds
  breaker is tripped once again.  Informed
  them that an electrician needs to be on site.
  Inspected Pumps
  and Control Panel. Discovered that the System tripped a Breaker on the Electric
  Box on the side of the building. Same issue as last time we were out.
  Notified Contact that an Electrician needs called
  for this issue.

  
  On 2/1/22 received
  service request for ejector pumps.  Tech
  finds breaker tripped once again.  At
  this time we still requested that an electrician to do needed upgrade to
  system.
  Check pumps
  and control panel that was installed. After diagnosis and being on FaceTime
  with the John and Guy this evening we have determined that the breaker at the
  house that runs power to the box has failed and is not working anymore and
  needs to be replaced.

  
  On 2/9/22 received service
  request.  Pump system was clogged.  Service ticket states. On this call we had
  the manufacturer’s representative on site. The Rep found no
  issues/concerns/problem with installation of the ejector pit system.
  Pulled and
  cleared ejector pump of a heavy cloth material.
  Checked pump outside of pit it was working.
  Cleaned debris off of floats.
  Reinstalled pump and checked operation with Reid
  from Streamkey, everything was working as it should.

  
  On 2/16/22 went back to
  job.  Had conversation with property
  manager about system use and what was found.
  Checked
  sewage pumps and found that someone had turned on both pumps in the box. It
  should be operating off of one pump until another circuit is run from the
  building to the control panel. Pump is working as it should as long as nobody
  turned on the other breaker. Explain to Sierra how to turn the breakers on if
  needed.

  
  The fix to their issue
  was that they needed to get the electric upgraded/repaired to correct their
  ongoing problems after install.  As they
  stated in their complaint, once they replaced the breaker that we kept mentioning,
  all of their problems were resolved.  
  We had the manufacture on
  site.  They reviewed the system
  install.  Found no issues with the
  installation.  Only concern was the repair
  of the electric.  We are not an electrical
  company and we had informed **** ***** multiple times to upgrade the electric
  install.  In conclusion, the electrical issues,
  that the customer was informed about on 12/12/21, were what was causing the
  issues to arise and there was no issue with the installation of the pump itself,
  per the manufacturer. 

  Customer Answer

  Date: 08/16/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  The response from Nixco only covers some of what occurred.

   

  First - they were the ones that did the installation, and should have noted with the installation there was insufficient wattage for both pumps and a second breaker was needed. There wouldn't be two pumps if only one was sufficient, so the electrical needed to support the use of both pumps. They did not recommend a second breaker when it was installed, yet the existing setup would fail if both pumps were activated. This led to a number of service calls that we were charged for. It was only after several months and another plumbing company that we learned the second breaker was needed to resolve the breaker issue. This also required several payments to SOS to clean out the tanks when the breaker tripped and the pumps failed. 

   

  They have also failed to address the incorrect installation of the switches. The switches were installed too close together and this led to repeated failures, which resulted in other charged visits by Nixco and clean outs by SOS. It took bringing in another plumbing firm after several months of these issues to learn that the switches were failing due to how closely they had been installed and the other plumbing company fixed this issue.

  
  
  Regards,
  
  
  
  **** *****
  
  

  Customer Answer

  Date: 08/22/2022

  It's only allowing me to add 4 attachments, but there are more invoices for the repeated visits to fix the pumps they installed incorrectly. In addition, I can pull credit card receipts to show all the charges from SOS that had to repeatedly come out to empty the tanks due to the pumps not working.

   

  They installed the pumps, at a minimum, any work to fix the pumps they had just installed should have been covered, but it ultimately took bringing in another plumbing company that easily figured out the switches had been installed too close together and were causing issues.

  Customer Answer

  Date: 08/29/2022

  I am the owner of ***** ***** Property Management, as well as the property the work was performed at.

   

  ****