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:06/20/2025

  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 investigate furnace issue at my home. Was told on the phone the price would be $175 for first hour and $125 for each subsequent hour, and that I would be charged for travel time and parts required. Two technicians arrived and took approximately 3 hours (only about 25 minutes total at house, the rest was travel time) to diagnose and fix issue, which required a $75 part. Worth noting that they did not actually fix the issue as the problem came back the next day.I received the bill two days later, $1238. The bill had no breakdown of the price. I called immediately as this did not add up to the price I was quoted. I was told I was charged the hourly rate for EACH technician, essentially doubling the price. This was done without my consent or permission. They took my credit card number prior to the service being provided, now I understand why - because they completely lied and mislead me about the price they were going to charge. I attempted to resolve this with the company with no luck. Online reviews for Travers are filled with similar occurrences. This seems to be their business practice - lie to customers about the price and act like it is not their fault.

  

  Business Response

  Date: 06/23/2025

  06/23/2025
  To: BBB
  RE : Complaint # ******** 
  ****** *******
  
  On 6/12/2025 ****** ******* called into Travers Plumbing & Heating for a report of the oil burner malfunctioning. The office took down his information and informed ****** on our recorded phone line of our billing rates and procedures. A copy of our transcribed call is enclosed for your review.
  ****** was informed that we are $175.00 for the first hour and $125.00 after the first and thats per technician. Travel time and parts provided are also an additional cost.
  The customer willingly agreed to move forward.Once our technicians were available we called him to let him know we were on our way and we then collected his bankcard for payment as previously disclosed to him in which he did provide and agreed. A copy of this transcribed call is enclosed for your review.
  The technicians provided the service on the same day and the customer was charged accordingly.
  After ****** received his paid invoice, he called into our office to question his bill.
  The office spoke with him and reminded him of the billing disclosure that he was originally told. He never let us know that he still had an issue with the unit. It was only after he was disputing the bill was when he told us that he still had a problem. We would have worked to resolve it had we known that there was still an additional problem.
  We did inform him that there were no billing errors and then stated that he was going to contact the BBB, FTC and contact his bank so they can investigate the charge.
  We did give ****** a refund, in a good faith effort, of $-200.00 which he never mentioned in his public ****** review and he also never informed the BBB either.
  We are enclosing all documents for your review.We appreciate your attention to this matter. All transcripts are attached with supporting documentation.
  Thank you.
  
  
  **** Travers, President
  Travers Plumbing & Heating Inc.
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:10/15/2024

  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.

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Attached is my response to my complaint  against Travers Plumbing..****** *******

  
  

   

   

  

  Business Response

  Date: 10/16/2024

  10/16/2024
  To: BBB
  RE; complaint # ******** 
  ****** *******
  
  On 6/17/2024 you did call in to request a visit from us in regards to a faucet that was dripping, you stated to our office that you couldnt get the faucet to close.
  We did inform you upfront of our billing practices and procedures and you did agree to move forward. We also would like to point out that you had questioned our billing before we even made the first visit.
  We did check out the issue with your faucet and after review did recommend replacement as the best and most cost effective way to move forward.
  You then told our technicians that you would pick up a new faucet on your own rather then us providing one to you at the time of our visit. You told them that you would call back to have it installed once you had one. You are still responsible for the initial visit.
  On 7-9-2024 you did call into our office to complain about this bill. It was at this time that we informed you that as a courtesy we would apply a credit of $150.00 to you on your next visit.
  In fact, we even created a return follow up visit for you to have your new faucet installed. We were graciously applying the credit of $150.00 to that follow up but never heard back from you after 7-9-2024.
  We still are happy to return to you and apply that discount for the next visit or we can also apply it to a new faucet that we can provided to you.
  Please reach out to us directly so that we can help satisfy you as that is our goal.
  Thank you.
  Travers Plumbing &Heating Inc.
  

  Customer Answer

  Date: 10/17/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  

  Business Response

  Date: 10/17/2024

  We are sorry to hear that the customer is still unsatisfied. Again, we are happy to return to her and apply the credit of $150.00 to the follow up as a good faith offer.

  Thank you,

  Travers Plumbing & Heating Inc.

   

• Initial Complaint

  Date:07/07/2024

  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.

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  

  Business Response

  Date: 07/17/2024

  We are sorry to hear you are not happy with the bill. You were told how we do billing upfront and agreed to move forward. You also stated the we do " exceptional work" which we provided to you We successfully cleared multiple drain issues in your home and that total was the cost to do the job. 

  Travers Plumbing & Heating Inc.

• Initial Complaint

  Date:06/04/2024

  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.

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as ********************************* has stated that they have been looking into this matter for nearly 4 months now. I am still waiting for them to find time in their busy schedule to return to fix the damage they caused. 
  

  Not only did they charge a radically high rate to  not even fix the problem that they were called for. but they caused damage to the property that they admitted to agreed to fix and then never did.

  Unfortunately i am not the only one that was over charged and under delivered for service. I ultimately had to hire another company because they lie and never fixed the problem. It seems the amount that they like to fraudulently charge is similar every time when I look at other reviews. $850 seems like just enough that they can get away with charging it. I write this solely so others are not defrauded as well. 

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

  

  Business Response

  Date: 06/04/2024

  6/4/24
  
  In response to *********************** BBB complaint we are presenting the true facts of this case.
  On 11/15/2023 ****************** called into our office and requested plumbing services for *************************** Portsmouth as he had informed us that he received a letter from the Portsmouth *********** notifying him of high water usage. He did inform us that there is presently a tenant residing in the home.
  ****************** was then verbally informed at the time of scheduling of all our billing practices upfront on our recorded line and agreed to move forward. His bank card was preauthorized before the visit as was disclosed to him.
  On 11/17/2023 our technician made the visit to this property and checked all the plumbing fixtures in the home. The only leak that was found was a fast drip on the lav faucet. To correct this we removed and replaced the lav faucet with new and also the pop up assembly. The tenant was present at this time. The tenant never mentioned to our technician that they had shut the valve off to the toilet when not using it.
  On 1/30/24 **** called back in stating that this time the toilet is running and the tenants shut it off. We informed **** that this would also be a chargeable service visit. He was already complaining about having to pay for this service. We explained to him that these were both separate issues which still would have needed to be addressed. Of course he accused us of not checking this toilet previously. We explained to him that we did check ALL plumbing fixtures on the first visit. No one informed our technician that they turn the toilet off and on to use it.  We removed and replaced the toilet fill valve and flapper for the upstairs toilet.As a customer courtesy I did lower the labor rate and provided additional discounts as a good faith offer to help with the cost of repairs as we knew that he was complaining about the cost of services.
  On April 30th he called back in to our office stating that now there is a broken toilet handle for the toilet. We did inform him that at this time we were inundated with emergencies, we are a very busy service company, we did inform him that we would get someone there as soon as we could.
  Please see enclosed graphs from the Portsmouth *********** (EX. 1-4) showing the water useage. Please note that there is lows then spikes of useage. Note that even after our repairs there was a spike of  gallons used. This indicates that this is not a leak but indicates deliberate water useage as a leak from a fixture would have a more consistent pattern of use. Also if you look at example 4 which dates between 4/22/24  ending 6/5/2024 you can see the pattern of the spikes.
  We are attaching both of his paid invoices along with his negative ****** review that he posted for your review. We feel that we have been more then fair with attempts to help satisfy him and are unable to do so.We have a satisfied and returning client base of over ****** clients and also an A+ BBB rating. All supporting documents have been attached to this file.
  Thank you.
  **** Travers, President
  Travers Plumbing & Heating Inc.
  

  

  Business Response

  Date: 06/12/2024

  In response to ******** rebuttal, we feel that we have done everything that we can to help to satisfy him and help with his excessive water usage. We reached out to the ********** and confirmed the spikes in usage and we made them available in our last communication in attachments to show the random spikes indicating that it appears to be deliberate use as a leak would have a more consistent rise in the graphs provided. What is beyond our control is deliberate water usage by his tenant.We have also provided him with a discount in an effort to help however he never makes mention of this, clearly unsatisfied. We have a satisfied and returning customer base of over ****** customers and realize that there are times when a few are not satisfied. Unfortunately, this does happen when working with the public. He also neglects to mention that he DID have a leaking faucet in which we replaced at our first visit. He never mentioned that. He just wants to portray that he paid $850.00 to fix a toilet plunger which is incorrect. He neglects to inform you that the cost was for the new faucet, pop up and the toilet repairs with a total of two separate visits.
  
  Again, he was informed upfront of all billing procedures and he AGREED to move forward. We replaced a faucet that was leaking which was a part of his high water usage notification from the water ***** and later returned to fix a leaking toilet. Both were SEPARATE CHARGEABLE issues that were addressed.
   In fact,the office informed him of this before the visit and he agreed to move forward although at that time he clearly expressed his dissatisfaction to the office of being financially responsible therefore when the bill was totaled up, I gave him a good faith discount of -$287.50 on the service to try to help satisfy him as he felt he shouldnt be financially responsible for his bill.
  As far as a follow up he states that he hired another plumber therefore there would be nothing else that we can do for him.Upon our departure we tested all fixtures which were working properly at that time.
  Best of luck with your new plumber.
  As far as we are concerned we consider this case closed.
  
  Thank you.
  

  Customer Answer

  Date: 06/12/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 
  

  The business caused damage to my property. They acknowledged that they caused the damage and agreed to return and fix the damaged toilet handle. 
  

  It has been 6 months since that date and they still have not fixed it. My property is in worse condition after hiring them. They need to fix the damaged toilet handle that they broke. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

• Initial Complaint

  Date:04/03/2024

  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.

  In January, I called ********************** Plumbing and arranged to have the company unclog a drain and replace a leaky faucet. I was told the billable rate would be $175 for the first hour and $125 per hour thereafter.On January 15 ************ showed up, one much younger than the other. Based on their interactions, it appeared to me that the younger plumber was being trained.I had given ********************** my credit card information and agreed to be charged for the work. It wasnt until after the fact that I received an invoice for $2,024.72. I was shocked.I first called to discuss my concerns on February 2. I ultimately received a detailed email from **** **********************, the companys president, on February 28. In it he wrote, Upon your initial call-in request for plumbing service for a leaky faucet and a clogged drain, we had taken the time to completely inform you of our rates and billing procedures. We informed you on our recorded line on January 3rd, 2024 at 1:54 pm. Mr. ********************** agreed to refund me $230, and indicated, I am now noting that this is a closed case.Despite those words, I emailed back on March 3. I wrote, Thank you for your detailed response. I have one follow-up question: Upon my initial call on your recorded line, did you inform me that ************ would be coming to do the work?Its now a month later and I havent received a response. Based on Mr. ********************** email, the company has a recording of my initial phone call. If the recording shows I was told ************ would be coming to do the work, then I apologize for wasting everyones time.However, if I wasnt informed of that, then I feel the call was misleading. If ************ were needed, then the rate wasnt $175 for the first hour and $125 per hour thereafter, but twice that. If so, I believe what ********************** did was not a good business practice, and feel I should not be charged for the younger plumber. Assuming $800 for his time, less the previous $230 refund, I would like a refund of an additional $570.

  

  Business Response

  Date: 04/04/2024

  *****************************
  24 ****************
  ********** ** 02871
  
  Re: invoice # *****
  
  In response to your email dated February 27th,2024 we would like to bring it to your attention on a few items that need to be addressed and corrected.
   Upon your initial call in request for plumbing service for a leaky faucet and a clogged drainwe had taken the time to completely inform you of our rates and billing procedures.  We informed you on our recorded line on January 3rd, 2024 at 1:54 pm.
  You agreed to move forward and we scheduled the visit.
  We did call you ahead of the technicians arrival on the day of your service to let you know that they were on their way to your home.
  They arrived at 12:30pm. We did inform you that you are responsible for their travel time so we would like to correct you when you state our office is less then two miles away and only a five minute drive as we informed you that your clock begins when they leave the job ahead of you.
  We informed you of travel time on our recorded line on January 3rd, 2024 at 1:54 pm.
  There were two technicians who responded to your call. They began working in your upstairs sink which had the clog. While that was happening the second technician left to pick up items needed to complete the task. We do have basic items on our trucks but we cannot have every item necessary. That drain was then successfully cleared.
  Then we moved on to the second sink which is a pedestal sink which had a leaky faucet. You did send a photo of the existing faucet however that was not the only item that was replaced on that sink. We did supply and install a new Kohler lav faucet and had to also replace the popup assembly and the trap on the pedestal sink. Both technicians were working as they went to pick up necessary drain parts needed to complete your new sink drain and faucet.
  You are incorrect on the assumed price of the new lav faucet we installed. You state ( at most the faucet cost $150.00 at retail)
  In fact, our list price of this faucet is $403.45. We provide and install quality items. We do not purchase our supplies online which is where we believe you are getting the figure for the faucet.
  Our administrator never informed you that the owner would call you. She did let you know that she would communicate your concerns. She did that and there were no billing errors on your bill.
  However, we do understand that you were unhappy at your bill Travers then as a courtesy applied a refund of $150.00 as an effort to help you with the cost. You expressed to our administrator that you are not satisfied with the refund we provided you.
  It also sounds like you are not complaining about the quality of work or items provided but it is more so the cost of service we provided.
  As a courtesy I have applied a second and final refund to you for $80.00 bringing your total refunds amount to $230.00. This is for the adjustment made to the hourly labor rate for the second technician as an effort to help.