Complaints

This profile includes complaints for Active Plumbing Supply Co.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Active Plumbing Supply Co. has 6 locations, listed below.

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  Active Plumbing Supply Co.

  216 Richmond St Painesville, OH 44077-3227

• 

  Active Plumbing Supply Co.

  1220 Lake Ave Ashtabula, OH 44004-2932

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  Active Plumbing Supply Co.

  38033 Elm Street Willoughby, OH 44094

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  Active Plumbing Supply Co.

  1756 Moore Rd Avon, OH 44011-1024

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  Active Plumbing Supply Co.

  9890 Washington St Auburn Twp, OH 44023-5486

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:02/11/2025

  Type:Product Issues
  Status:

  UnresolvedMore 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 Saturday, 1/21 I placed an online order for a pair of bearings for an electric tool advertised on this companies website. On Tuesday, 1/24 I finally received confirmation of my order. A couple hours later, I happened to be in my local supplier and they happened to hand the parts I needed leftover in the back of their warehouse. I purchased the local option, and immediately emailed this company to cancel the order, while still in my local supplier shop. I was told that Active would cancel the order. A few minutes later, I received another email stating that since Active didn't actually have the parts they'd advertised, they drop shipped them from the mfr. And it was too late to cancel. They did say, however, that if I simply mailed the pieces to them after receipt, they'd issue a full refund. I received the shipment, which ended up being only 1 of the 2 pieces promised, and shipped it back to Active at a cost to me of approximately $18. A few days later, I received an email stating they'd credited my CC $24 of the $44 they owed me. I immediately questioned them about the discrepancy and was informed they'd taken a 25% restocking fee. Firstly, $20 on $44 is nearly 50% well in excess of the 25% they claimed. Secondly, they made NO MENTION of a restocking fee in their correspondence. Had i known they'd be doing this, I wouldn't have paid the $18 out of pocket to ship the item to them.
  To sum up: they took over a week to deliver half of what i ordered, made me return said item at my expense, then charged a nearly 50% restock charge on the order they messed up. I have the emails and screen capture of their website advertising the product as a 2 pack.

  Business Response

  Date: 02/20/2025

  BBB,

  we are aware of the complaint and were willing to resolve the matter with the customer but he emailed us and told us not to worry about it and he was going to do a chargeback with his financial institution.  Once a customer tells us that, we do not give credit back on advice from our merchant processor as we will be hit with the charge back and the refund so the customer will be credited twice.  

  The customer was very angry with our standard operating procedures and when we noticed there was an error on our site with the description of the product, we were willing to give a full refund but like I mentioned we are expecting to be hit with a chargeback, so no full refund has been offered.  

  All the best

  Blake ******

  Director of Finance

  Active Plumbing Supply

  Customer Answer

  Date: 02/25/2025

  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.  

  
  The spokesperson responded saying they were willing to give a refund after realizing the discrepancy on the website. However, they were not aware of the discrepancy until I had enough of their shenanigans and made this complaint. By then, they'd discontinued any sort of communication. You'd think a manager would have reached out to me by phone or email to address the issue. They're referencing "Standard Business Practices" but since when is it SOP to charge a 45% restock fee then lie to my face about it claiming it's only 25%? I can do math. Especially since no mention of a restock fee was made during multiple email exchanges about canceling the order and/or returning the items (item). This company is not an honest broker and does not deal in good faith in any way, shape, or form. In full disclosure, my CC company has reimbursed me for the restock fee, however I feel I should also be reimbursed the $17.80 it cost me to ship the item back as I would not have done so if I knew I would be lied to at every turn and it would turn into such a hassle. This company cost me $38 to receive absolutely no product. Ironically, it only cost me $35 for the items I needed that I found locally. 

  
  
  
  
  Regards,
  
  
  
  ***** ******