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:02/11/2023

  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.

  See email below sent on 2/2/23 in reply to a "past due invoice". I still have not received a response.
  
  Good morning,
  
  I initially waited until after the holidays to follow up, and I have called the office at least four times in the past month with no return call from anyone.
  We had the on call plumber come out on November 12th to clear a clogged pipe in our kitchen. He arrived promptly, snaked the drain, then reconnected the garbage disposal. Everything seemed to be working great without any concern. It wasn't until several weeks later that I noticed water trickling under my washing machine in the basement. I then discovered that water was leaking through the ceiling above, where the kitchen sink is located. When I went to investigate, I found water pooling under the sink. Apparently, the garbage disposal was not properly reconnected, and water had been leaking this entire time, causing damage to the base of the cabinet and flooring underneath the sink. There continues to be a musty smell under this cabinet. When I called to report this, your office was very responsive and sent out a different plumber to repair the problem. He was very courteous, took some photos, repaired the issue promptly, and told me someone would be in touch to discuss the "politics". This was December 16th. When I most recently called 2 weeks ago, I was told that "one of the owners" would contact me. I have yet to receive a call from a supervisor or one of the owners. The only "response" I have received is this invoice, which I can only assume is auto generated.
  At the very least, I would expect a phone call to discuss the matter. The base of my kitchen cabinet is completely warped and continues to possess a musty smell. I understand that these things can happen, but I also would expect a reputable company to rectify the damage caused by the oversight of one of its employees.
  
  I would greatly appreciate your attention to this matter.
  
  Thank you,
  ******* ****** ************ 

  Customer Answer

  Date: 04/19/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  *******

• Initial Complaint

  Date:09/01/2022

  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.

  South Side Plumbing and Heating (SSPH) was hired to work on the sewer line to our property which involved internal work under the basement floor and external under the back yard/patio. This was not the first time hiring SSPH for work in the basement.
  -Around 7/7/22 service was provided
  -Price of work was $7,650 with a down payment of $4,600 (which we paid on time) the rest was to be owed after completion of work (proposal attached)
  -Interior work was completed without issue. External work was done while I was in the house and damage occurred to foundation by an excavator while digging up the yard. The impact of which was felt from the second floor on the same side.
  - We reached out first to SSPH to receive help with the fixes, they refused to give us help or their insurance details or take official responsibility. Despite knowing the property and the possibility of the damage occurring, which they did not inform us of verbally or in writing prior to damage occurring.
  -We hired a structural engineer to get a second opinion of the property before hiring a foundation contractor to fix it. The structural engineer wrote up a report on the findings and we hired a foundation contractor based off their recommendation for fixing (report attached). We attempted to file a claim with our insurance, but the damage was not covered, nor should it have been up to them to pay for it.
  -The foundation fix cost us $4,500 (invoice attached)
  -We have today 8/31/22 reached filed a complaint with the Attorney General of Pennsylvania and wish to file a complaint with BBB as well. We offered many options to SSPH for working through this and they continue to refuse to be reasonable.

  Business Response

  Date: 09/15/2022

   Our excavator, plumbers and project manager have denied claims of any machinery hitting the foundation. 2. The sandstone foundation the customer has is 120 years old; it is fact that over time cement and motor holding sand stone together loosen and deteriorates causing the sandstones to loosen. 3. In the basement, the walls have a concrete parging; it is not clearly visible of foundation materials. No one can see underground in what condition one's house foundation is in, excavating or moving dirt exerts pressure on the surrounding environment. 4. The report I received from the customers engineer states “There is a void in wall above the bulge” this void is an old foundation window that was never properly filled and supported. A plywood sheet was fastened to the foundation to cover the void from the interior. The engineer states to “Place stone and mortar stone in void”. South Side Plumbing & Heating did not create this void nor fasten the plywood to cover the void on the interior of the basement. 5. When we were advised of the damage, we were forwarded an estimate to repair the foundation that included removal of a plumbing drain, excavation, foundation repair and backfill. South Side Plumbing & Heating advised the customer that we were not taking full liability of the damage due to age and condition. However, to help we would take care of the drain removal and excavation work to allow the foundation work to take place. South Side Plumbing & Heating was then advised that the customer would let us know when the customer was ready for reinstallation of the air conditioner that we removed to excavate and repair their sewer. 6. We received an email requesting South Side Plumbing & Heating to return to install the air condition, in which days later we did. After the air conditioning was complete, the contract was complete; we promptly submitted the final invoice. 7. South Side Plumbing & Heating then received an email given three options One) credit the remaining balance of the contract, Two) pay for all foundation repairs, Three) Submit an insurance claim to our insurance for the claim of foundation damage. South Side Plumbing & Heating responded that the balance of the completed contract needs to be paid fully before discussions would continue.
   
  In closing, South Side Plumbing & Heating made an attempt to work through the customer’s claims and offer assistance. The tactics the customer has decided to deploy in the attempt to force South Side Plumbing & Heating to reimbursement are unprofessional and shady. To be specific, the customer allowed South Side Plumbing & Heating to come back and complete the contract week’s later after not pursuing further discussions about the claim and then expected to use the balance of the contract as leverage for reimbursement. Furthermore the customer has elected to leave a bad reviews, these tactics by the customer has left South Side Plumbing & Heating with no choice but to sever communication. South Side Plumbing would consider changing its stance of communication if the final balance of the contract were to be paid.    
  
   
  
  Sincerely,

  Jake K*******