Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/17/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Our downstairs toilet stopped working March 10, 2024. I filed a claim with HSA our home warranty, Nussbaumber came out on 3/14/24 and took pictures and gave us an invoice stating they would need to order parts to repair our toilet. It is now 4/17/24 there has been no communication with the business, no answer when we call, no response to email or text or voicemail. The toilet still is not fixed and since they entered the claim as complete the warranty company is giving us issues with getting a new business out to finish the job.

• Initial Complaint

  Date:02/06/2024

  Type:Service or Repair 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.

  Home warranty company contacted them to come out. They provided false information to the warranty company so they denied the claim. Now they will not return any phone calls.

  Business Response

  Date: 04/10/2024

  We apologize for that happening but we put in that you had already
  replaced your sump pump on your own, so we could not, which is what we found when we had
  arrived and what you told us over the phone. We do understand your frustrations at the time and
  again we apologize. We hope we can provide you with a better experience in the future if need
  be, thank you.

• Initial Complaint

  Date:01/11/2024

  Type:Customer Service 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.

  My complaint is complicated by the hiring of this plumbing contractor through my home warranty company. Nussbaumer Plumbing was hired to repair my hot water heater. I paid a $100 fee to address this through my American Home Shield warranty service in addition to the fees to hold a home warranty. Nussbaumer Plumbing arrived at my home on 12/26/23 and determined that my 2006, natural gas, water heater (which both would not light AND was not producing >5 gal of hot water when the gas had been lit) needed a new gas control or thermocouple (I am unsure which as they would not tell me). They claim to have ordered the part on 12/26/23, saying it would arrive in 7-10 days. They would reach out when it arrived. It has now been >14 days since the part has been ordered, and I have no confirmation that the part is still shipping, has arrived, is on back-order, or was even ordered. I have called them upwards of 30 times over 96h and have received a voicemail each time or was put on hold for >40 min. I have left unreturned messages; I have reached out through my home warranty company. The warranty company has been able to speak to Nussbaumer Plumbing, yet have no answer as to where the part is. During these communications, Nussbaumer Plumbing promised to contact me and update me and have not. My primary complaint is that Nussbaumer Plumbing knows that I require communication and have failed to reach out or answer their phones. I cannot move forward with a different vendor until Nussbaumer Plumbing responds with more information about the part. Without more information, I cannot even make an informed decision about my other options. The financial risk of me to purchase and install a new water heater without going through my home warranty company is high.

  Business Response

  Date: 04/10/2024

  Hello ******, we apologize for the bad communication on our end. We
  do have new management and employees at this time, to avoid things like this. We do
  understand your frustrations and again, we apologize. We hope to provide you better service in
  the future if need be, thank you.

• Initial Complaint

  Date:11/25/2023

  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.

  This is complaint for a new replacement water heater which does not work because there is likely a leak in the supposedly new tank that extinguishes the pilot. This company works hand in hand with American Home Shield against whom I will lodge separate complaints and write to the Attorney General. Working together, at first they informed us that the old heater was in perfect working order. It broke down in six weeks. They came out again, each visit costing us an additional hundred dollars each time in addition to the monthly fee of $78 we have been paying American Home Shield for over five years now. Then they said American home Shield sent them a defective heater. Then they replaced it after delay with this one which is also defective. Together these two companies have put me in a vicious cycle of payment for defective services for an essential service that they are both profiting from. This company charged me around $700 for installing the heater because American Home Shield does not cover that Meanwhile I have no heater or hot water over the Thanksgiving weekend. Both companies are unavailable at this time. I noted that there is a pattern you have recognized. It is a shame to allow this to occur. Thank you for your help.

  Business Response

  Date: 04/10/2024

  ***********- Hi ******, we apologize for the late response, we also would
  like to apologize for the miscommunications between AHS, you and ourselves. We’re under new
  management at this time, with new technicians. We do hope to provide you with a better
  experience in the future if need be, thank you.

• Initial Complaint

  Date:10/06/2023

  Type:Service or Repair 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.

  Nussbaumer was dispatched to my house by HSA as the contractor that would be servicing our claim for a leaky isolation valve on the hot water heater...a hot water heater that Nussbaumer had installed 4+ years ago for another service call. Because the leak on a coper pipe showed some green corrosion, the technician stated it was electrolysis which would not be covered and stated that we would need to replace our entire plumbing system! Had another plumber take a look at the issue (on our own dime). Asked if the Nussbaumer technician had investigated to see if it was truly electrolysis. Since the Nussbaumer tech was here for probably 5 minutes total, he had not. New plumber investigated. No dissimilar metals in the system (all copper). No improper ground (despite writing it up that way) from the water meter. The issue was a leak from a valve that should have been replaced when the hot water heater was replaced, causing normal corrosion with a copper pipe because it was leaking. Also found code violations with the install that, should we want to sell our house someday, we'd need to fix, and that the exhaust from the hot water heater was not sealed properly which could mean that we have had carbon monoxide leaking into our house. (He recommended that we sue.)
  
  When speaking with the technician about his write-up and the issues on the install became belligerent because I was not taking his opinion on it and claimed the other plumber was just trying to get money out of me even though that is what HE had been doing. The issue was some questionable installation which, HSA they would not cover either, despite it was they who using this company installed it!
  
  Fortunately, we were able to to repair the issue for far less cost than replacing all of the plumbing in the house. We also changed home warranty companies so that we do not even have the slightest chance of having Nussbaumer Plumbing darken our doorsteps ever again!

  Business Response

  Date: 04/10/2024

  Hello *******, apologies for our late response. We can inform
  you that specific technician is no longer with Nussbaumer Plumbing. We apologize for the
  inconveniences we may have caused you. We have new management and new technicians at
  this time. We hope we can provide you with a better experience in the future, thank you.

• Initial Complaint

  Date:05/30/2023

  Type:Service or Repair 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.

  Nussbaumer Plumbing was discharged to our home via American Home Service warranty program for investigation into our broken water heater, which is covered under our home warranty. Upon arrival, the technician reviewed the water heater and determined that it was not working and a repair could not be made. It would need to be replaced. When submitting the work order to AHS, the contractor stated on the work order that the reason for the failure of our system was due to a fire. When asked about this, he advised that he did not put that on the work order, that AHS must have changed it and thus denied the warranty claim. Instead, he provided us with an invoice for $1775 to replace our current 80 gallon hot water tank with a 50 gallon water tank, which is much above the price of standard services for replacement of a unit, let along a significant downgrade. He advised that he would work with AHS to correct the report, which he did not and it has since been marked as "resolved."
  Our unit most definitely did not catch fire, and I can provide ample proof of such. Had the unit caught fire, I would have evidence of such in the basement, the smoke alarm above it would have tripped, and I would be working with my homeowners insurance for such a claim. When I spoke with AHS about this, they advised that they have NO ability to edit work orders or contractor notes and that the information shown is what he submitted. He did leave a note on our invoice that the units electrical panel short circuited (standard failure for an electric water heater) but the AHS notes show "caught fire" so they denied the claim. We are currently awaiting another contractor, but I see that this is not the first time that this plumber has submitted conflicting reports to customers and warranty companies.
  I would strongly advise against using this plumber for any reason.

  Business Response

  Date: 04/10/2024

  Hi ********* we’re sorry for the late response, we’re also sorry for the
  tech submitting the wrong information to your home warranty company. We understand
  apologies don’t make things right, we have new technicians with new management also, we
  hope to provide you with a better experience in the future if need be, thank you.

• Initial Complaint

  Date:02/15/2023

  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.

  Filed a claim 2/9 with AHS for water heater. On 2/11 they sent out Nussbaumer plumbing for the repair. The plumber within 10 minutes told me my claim was denied since the connections were not up to code. The previous water heater was installed by a master plumber so it was done up to code. Nussbaumer plumber then gave me a verbal quote of $1850.00 to fix. My claim was denied by AHS due to Nussbaumer plumbing submitting falsified information, lies and incorrect information into AHS. I called a trusted plumber I have used for close to 20 years who installed the previous water heater. He verified everything was up to code and he installed my new water heater for $345.00. I called AHS to report to incorrect information and request reimbursement for my claim fee and out of pocket expenses to be told no since they go by what the plumber submits. Since Nussbaumer lied I am out $350 for a real plumber, $619.75 for a water heater and $125.00 for my claim fee.

  Business Response

  Date: 04/10/2024

  We apologize for the late response, we also apologize for any
  inconveniences we may have caused you. Something must’ve not been up to code for the
  technician to say that. We’re now under new management and have new technicians. We hope
  we can provide you with a abetter experience in the future if need be, thank you.

  Customer Answer

  Date: 04/10/2024

  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, details of the offer I reviewed appear below.
  
  
  *** ****** ** ** ******** **** ****** ** * ****** ** ***** **** ** **** **** **** ** *** ********
   
  
  Regards,
  
  
  
  ***** *********

• Initial Complaint

  Date:09/13/2022

  Type:Service or Repair 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.

  Nussbaumber plumbing had been to my house three times to attempt to get a sewage line cleared. They claimed they couldn't clear it and would have to do a camera test, which of course my home warranty would not cover. They plumbers also told me I would definitely need to have my toilet reset (also not covered by the home warranty). Nussbaumer insists you pay before they will start any service so I paid $260 to have my toilet reset per their guidance. However, they were never able to clear the clog. They wanted to jackhammer into my tile floor and charge me $7,000 (I had already given them close to $3,000). After speaking with my home owners insurance, I decided to get a second opinion. They were able to clear the clog for $230, and reset the toilet for $140. I have contacted Nussbuamber 6 times via phone between September 1st and September 13. I have left voicemails and also spoken with receptionists who have said I need to speak with the business manager (who has not been one single day (all week days between 8-5).
  They did not complete a toilet reset and I are refusing to return my call to refund my money.

  Business Response

  Date: 04/10/2024

  Hello *******, we understand your frustrations and we apologize. The
  home warranty typically doesn’t cover the camera tests and that results in out of pocket costs.
  As for us having to collect payment before doing the work, that’s also standard practice as we
  aren’t a big business and we can’t afford losses on work that we do. Again, we do apologize for
  any inconvenience we may have caused you. We’re under new management with new
  technicians at this time. We hope to provide you with new technicians at this time. We hope to
  provide you with a better experience in the future if need be, thank you.

  Customer Answer

  Date: 04/10/2024

  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, details of the offer I reviewed appear below.
  

  I requested my money back in my original complaint bc I paid for multiple things, including a complete toilet reset, that Nassaumber Plumbing didn't complete bc they weren't able to clear the clog. The business manager refused to return my calls and we were unable to move forward.  

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