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:05/19/2025

  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.

  I’m my opinion RS Andrew’s is not worth the service. To pull and reset 1 toilet $303, and replace 1 closet flange $802 totaling $1,105. While the employees were at my house I asked them 2 times if they had a military discount I was told no both times, but when in the phone with customer service they stated they do have a military discount. When my father attempted to contact RS Andrew’s about the pricing he was told by the plumbing manager **** “they have to cover overhead within the price. Gas, insurance, truck payment, parts, labor, ect.” I have attempted to contract by calling and emailing several times over the past week to speak with the owner or higher up with in the company, I was met with resistance and avoidance, employees at the home office stated “he is not in the office today” or “I do not know his contact information”. As of today he has not returned my calls or my email regarding this issue. I understand company's have to make up for overhead, to pay their employees, ext. but in my opinion the customer should not be responsible for these payments and are owed fair pricing.

  Customer Answer

  Date: 05/19/2025

  This issue was resolved today. The Manager of the plumbing department reached out and admitted to the price being incorrect. The $303 for a pull and reset toilet should not have been charged. They also do have a military discount that was applied and refunded to me. 

• Initial Complaint

  Date:07/04/2024

  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.

  December 2023 RS Andrews sent workers to unclog our kitchen sink. They charged almost $400 and the issue did not improve at all. We contacted them again in January, they sent someone out. He installed a new part under our sink. This part was supposed to help prevent the backup but instead it causes enormous leaks under the cabinet anytime the disposal is turned on, the sink has a large amount of water to drain, or a pot is drained of water. This has continued to worsen it has destroyed the cabinet the sink is in, rendered the disposal unusable, and requires a bucket under the sink be emptied multiple times a day or else it floods the entire kitchen. When we spoke with them they said it would cost $119 for them to check the issue. They have turned a basic clogged sink into a flooding fiasco. We dont trust them to do the job especially since ***** said the line they were clearing wasnt our water line. We have to find another plumber to undo the damage done, correct the original problem, and the cabinet, floor and surrounding area will need to be replaced due to water damage and mold. We would appreciate any help getting our sink fixed or getting our money back.

  Business Response

  Date: 07/11/2024

  We reached out ********************** and set a time for a supervisor to go to the home and look at the issue.  A supervisor arrived on 7/8/2024 to look at the concerns.  He found that an air admittance valve (***) under the sink had failed and was allowing water to come into the cabinet.  There was a large amount of grease build up on the ***.  We replaced the *** as a courtesy and made sure no leaks were present at this time.  ********************** is currently operating normal.  The air admittance valve failed due to grease in the kitchen drain line in January and was replaced at that time.  We educated the client about best practices for disposal use and what should and should not go into the sink/drain line.