Complaints

This profile includes complaints for Edward Hughes & Sons, Incorporated's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Edward Hughes & Sons, Incorporated

  2240 Cedar St Unit 1 Phila, PA 19125-2951

• 

  Edward Hughes & Sons, Incorporated

  PO Box 29398 Philadelphia, PA 19125-0398

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:06/15/2023

  Type:Product 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.

  Company was contacted to provide estimate for plumbing work at **** ** ******* ** Phila Pa. 1st estimate ($780.00) provided (5/18/23) with work to be done on the following day. Company requested a deposit. Deposit provided in the amount of $340.00 at 8:00 am on 5/19/23 via telephone. Workers arrived shortly on 5/19/23 advising that they could not complete the work that was estimated. Another estimate was provided in the amount of $2750.00. Workers advised that they could not complete the work on 5/19/23 and that I would be charged $150.00 service fee. I was never advised during any telephone conversation or face to face conversation that there would be a $150.00 service fee. I chose not to use this company as I felt there would be another estimate higher than the 2nd one. I attempted to dispute the $150.00 with my bank but was unable to do so as the charge was pending. I am requesting that the company refund me the $150.00.

  Business Response

  Date: 06/16/2023

  The customer called for an initial estimate. In an effort to save the customer money ********************************************* ** offered an estimate to replace the bath trap and waste and overflow. Unfortunately, in the process of doing said job we found the lead drain line was defective and had a hole in it further down the line. The hole in lead line was only visible once bath trap was cut out and removed. Apparently, the bathroom had not been used for many years as customer was dealing with an estate. If the customer would have mentioned the length of time the bathroom was not used, Hughes plumbing may have, based on experience, provided quote to replace entire drain line at original estimate. Hughes plumbing installed waste and overflow. Hughes plumbing gave an additional estimate to replace lead drain line (to reiterate only able to see hole in line once old trap was cut out and removed.)However, the customer gave approval to replace the drain line, customer then called and canceled, customer also then had another unlicensed plumber perform work at a lesser cost, no permit was gotten for the work as that is easily verified on Philadelphia  L&I website. Customer was refunded all cost with exception of $150.00 for time spent and waste and overflow, I will attach those credit card receipts below. She gave us a credit card deposit of half of $780 (original estimate) which was $390.. once she canceled we refunded her $240.00 with the exception of our service fee for time spent and the waste and over flow cost. 

  Customer Answer

  Date: 06/21/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  This company never stated that there would be a service fee to come out and give an estimate. I was only told about this after the 3rd visit when I was given another estimate. The customer should not be liable for the company not ascertaining the problem at the first visit and the company should provide the customer with services fees upfront. I was able to get the work completed by another Certified Plumber after their initial visit.
  
  Regards,
  
  *******************
  

  Business Response

  Date: 06/22/2023

  Again, The customer called for an initial estimate. In an effort to SAVE the CUSTOMER money ********************************************* ** OFFERED an estimate to replace the bath trap and waste and overflow. Unfortunately, in the process of doing said job we found the lead drain line was defective and had a hole in it FURTHER down the line. The hole in lead line was only visible once bath trap was cut out and removed. Apparently, the bathroom had not been used for many years as customer was dealing with an estate. IF the customer would have mentioned the length of time the bathroom was not used, Hughes plumbing may have, based on experience, provided a quote to replace the entire drain line at the original estimate. Hughes plumbing installed waste and overflow. Hughes plumbing gave an additional estimate to replace lead drain line (to reiterate the hole in the line was only visible once the old trap was cut out and removed.) However, even though the customer gave approval to replace the drain line after receiving the additional estimate, customer then called and canceled, customer also then had another, UNLICENSED, plumber perform work at a lesser cost, no permit was gotten for the work as that is easily verified on Philadelphia  L&I website. Customer was refunded all cost with exception of $150.00 for time spent and cost of material used in her home, waste and overflow. I will attach those credit card receipts below.
  

  Customer Answer

  Date: 06/23/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  My complaint to the BBB is with regards to the Edward Hughes company not stating during the initial conversation that there would be a Service Charge of $150.00. I would not have had them come out to the house if I had been informed of the $150.00. You Did Not Inform me until After I Had Given You A Deposit that you were going to keep the $150.00.  To Be Clear the work was ultimately completed by a Certified Master Plumber (which was required by FHA) and I never stated what this plumber charged. As to the Edward Hughes Company suggesting that I did not inform them that the property had been vacant for a period of time, I did not have this information.  Do The Right Thing and return my $150.00.
  
  Regards,
  
  *******************
  

  Business Response

  Date: 06/26/2023

  I Have responded to this incident twice already and have added attachments to prove ************ was refunded for her deposit. We only charged for the material and labor that was already done in the bathroom since ************ was going to cancel and move forward with another unlicensed plumber to complete the unfinished job. 

• Initial Complaint

  Date:08/03/2022

  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.

  I had plumbing done at my property on 7/12/22 where a drain and piping were done.On 7/26 the new piping they replaced came a part and it rained in the basement I called the plumbing company and they sent some one out who glued the pipe stating it was not glued on the inside and I should not have to call for that problem the next day the pipe still was leaking and basement still continued to get wet from the rain I called again letting them know still having the issue another guy comes and he say the pipe is clogged and that needed to be fixed this is why Its still leaking and will continue to leak He said the other pipe was old and clogged and gave me another estimate.So what they initially did was never going to work without the other part being done and you could clearly see the new pipe they connected to the old pipe was not going to flow properly.I had someone take it apart to show me and I have pictures and video.When I tried calling them I explained to the receptionist Jennifer who I e spoke to and sent video she said owner would call and didnt here anything so went there.The owner son came out basically to give another estimate and finally admitted that the 2 men the first day should of basically knew it was going to leak or something more needed to be done.They new from the start of the clogged pipe they attached the new pipe to was not going to be successful and I truly believe the 2nd guy didnt even bother to take the initiative to admit the issue than eitherAnd i had the pipe took apart so I could see,It was shocking to me that they actually told me the job was done initially.