Complaints

This profile includes complaints for Waldrop Plumbing, Heating, Air's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Waldrop Plumbing, Heating, Air

  790 Duncan Reidville Rd Duncan, SC 29334-9510

  
• 

  Waldrop Home Services Inc

  PO Box 760 (Spartanburg) Reidville, SC 29375-0760

  
• 

  Waldrop Plumbing, Heating, Air

  163 Asten Dr Clinton, SC 29325-6003

  

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:05/16/2025

  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.

  We had Waldrop come out rid our air conditioner, we were overcharged grossly compared to their competitors. In the end, we found white smoke coming from our AC after their technician fixed it. Upon inspection it was found their tech left metal touching the PCB board, frying the board. We called and they had a technician come out, which confirmed it was their fault. We asked for a manager to call us. We have been completely unable to get any call back from any leadership. We have been told multiple dates in the supposed repair. As of today, it’s set to be two weeks of no AC for my pregnant wife. Worse yet, we have had to spend $2000 on portable AC/fans/dehumidifer. We initially simply asked for compensation towards the “repair” but couldn’t get any response. We have had damage to the drywall, windows, etc. as a result of the humidity. Waldrop literally blocked us on Facebook instead of responding to our issues. If this isn’t resolved, we intend to proceed with a lawsuit.

  

  Business Response

  Date: 05/22/2025

  *** ****'s issues have been addressed and resolved. 

  Customer Answer

  Date: 05/23/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and we have resolved our issues with Waldrop and wish to close our complaint.
  

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

• Initial Complaint

  Date:03/26/2025

  Type:Billing 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.

  My 82 year old parents at * ***** *** ***, Greenville, SC 29615 were grossly overcharged for a water heater replacement. My Father who has dementia was the person who signed the contract with Waldrop. My Father had no idea what he was signing especially given the excessive amount. I contacted Jon at Waldrop and sent him an email asking them to refund $2300 of the $5300 charge. I have yet to get a response. Taking advantage of the elderly is amoral.
  
  ***** **** 

  

  Business Response

  Date: 03/28/2025

  *** *****

     A member of our team has reached out to you via phone and email, but has been unable to reach you. Waldrop received a phone call from *** ***** **** requesting plumbing service on 3/06/25. We were able to have a technician to his residence the next day to take care of his issues. I have attached the signed estimate here. We always provide upfront pricing, allowing the customer to be able to make an educated decision. Our technicians are all background check and drug tested. We take pride in the training of our technicians as well. Waldrop was able to provide quick, reliable service with trust worthy technicians. We also provide warranty for our work. The cost *** **** was charged is in line with similar water heater replacements from Waldrop. We will be glad to discuss the concerns you have if you would like to give us a call. 

• Initial Complaint

  Date:01/16/2025

  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.

  Called about my toilet not stopping water from filling the tank so it was overflowing into the floor. On Dec 19 a rep came and gave me a quote for $3500 and a few days later they were doing my repairs. They said there were 2 toilets leaking I needed them both replaced. When they finished the job they told me I would be receiving $500 refund but that I needed to have another rep come for another estimate that they were wrong about the toilet that the shower was leaking. So first off they came out many times before. Too many to count, and we're always told fix anything that needs doing. Now this "new" leak was surrounded by moldy rotten black boards under my shower so it's ready to cave in. How did they not see this in all the times they came out? Why did they proceed with repairs that weren't needed? They came out and told me 4k for the new leak and to call my insurance company to fix the structural damage. They let my house fall apart I'm so lucky I found out I would of ended up dead in my basement. They offered nothing in return for the incompetence or inconvenience. A few years back they did a complete HVAC duct replacement for $20k I believe. They had no room left indoors for a few vents so they were supposed to install them (this service was paid for) the worker told me they were running short on time but would come out eventually and finish the job. They have not as of yet and I've contacted them more than once to address the issue and I play phone tag and never get a straight answer.

  

  Business Response

  Date: 01/17/2025

  *** ******* is being unreasonable. The duct job she is referring to was completed in September of 2023, which is the invoice she uploaded. 

  *** ******* was notified of the leak but opted out of having us repair it. 

  Our team has attempted to speak with them on multiple occasions, but have been met with unreasonable yelling. 

  Customer Answer

  Date: 01/19/2025

  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. 
  Yes the duct work was done but the job was never finished as promised I still have two rooms needing new vents installed.

  As far as us not listening and yelling that's untrue. Attached is a recording of the tech coming out to charge us again to fix the leak mentioned in complaint. They fired two employees over this issue so obviously they know they were in the wrong. They need to take responsibility. I just went to find an email from Waldrop and I have over 30. They've been out to my house at least ten times. I spent over 30k with this company and always said to fix whatever needs fixing and it's ridiculous to think I'd spend all that money to fix all the problems except the shower. It's an outright lie. I've never once refused to do a job they recommended. Stop lying Waldrop and take accountability. They came here and charged me $3500 to fix whatever was leaking then told me I needed another estimate for another leak. They were milking me to get whatever they could. I signed up for the preferred member program that I paid for two years in a row but wouldn't fix a leak?? Why did I replace the two toilets? They said they were leaking...
  
  
  
  Regards,
  
  
  
  ******** *******

  PS... I have more audio recordings that prove what I'm saying to be true but I can't upload them I tried many times even changing the format. I can provide them another way if needed I received them myself thru email. 

  

  Business Response

  Date: 01/23/2025

  ** ******** all agreed upon work was completed by Waldrop Plumbing Heating Air at
  this residence . If more work is needed, we will be glad to perform that work based off the estimates provided. 

  Customer Answer

  Date: 01/23/2025

  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. 
  

  Waldrop you did not complete the two rooms where the vents needed to be replaced and I can get someone out here to confirm if necessary. Your supervisor that was here at that time promised since the job was paid for already that they would come back out. If I knew you would go back on your word I would of requested a refund but I trusted you. 

  As far as the leak in my shower you were out here multiple times and assured me all the leaks were fixed, as you can hear on the recording I submitted. Two guys were fired because they outright lied to me and tried to scam me. You really are horrible to be treating a loyal customer the way you are. Funny I've had you guys come out probably a dozen times to do work and I never once complained until now. It's sad you left me with a disaster and I get conned by your employees and yet you act innocent and still won't accept a shred of responsibility. You people didn't even try to meet me in the middle or offer a discount. Still now won't even agree to help us out after we spend money on something that didn't need fixing. I paid for two years of preferred membership and get treated like trash. 

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

• Initial Complaint

  Date:01/07/2025

  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.

  On 12/23 Waldrop Heating had me sign a loan with a third party ********** for $9,433.08. I wanted my ducts cleaned and sanitized, my house checked for water leaks and repairs if needed. I told them I had 4 indoor cats and to not leave anything open where they could escape. The only leak they checked for was under the sink and said I needed a new one because there were no brackets in the back. They took out my beautiful black sink and replaced it with a damaged stainless steel one. They said they couldn't put back brackets on because there was no room (so why did they need to replace the one I liked and had?). They took my sink away without permission. When they replaced the hot water heater they dragged my washing machine out without using a lift, thereby scraping and tearing up my bathroom floor. I noticed soon after one of my cats was missing. I figured she got out when they left the door open. Three days later I heard her crying in the crawlspace; she was trapped in a vent. I called Waldrop's emergency number but no one answered. I left many messages, but none were answered. I had to pay $850 for someone else to make an emergency call to release my cat from the vent and reseal it. While there, she had to use the vent as a litter box since she was trapped, thereby undoing the cleaning and sanitizing. The vet bill for her treatment came to $592.30. I called and texted Waldrop many times to try to resolve the problems, but they refused to answer any calls or text. A manager finally called and said he would talk to the installers. I asked for an itemized bill to see what I was paying $9433.08 for & he said they don't give itemized bills, so I have no idea what they were charging me for that kind of money and didn't do all I was expecting. I told him I wanted my sink back but he said nothing. He refuses to call or try to remedy the damage they caused or tell me why they charged me so much for doing so little. As a 73 yo woman I feel like I was taken advantage of.

  

  Business Response

  Date: 01/10/2025

  Attached is the signed estimate, agreeing to a new sink being installed. Our management team has tried multiple times to reach **** **** without success. We would like to send our QC manager to asses her concerns, but have not been successful in scheduling that with **** **** due to lack of communication. We would be more than happy to speak with **** **** about her concerns. 

  Customer Answer

  Date: 01/20/2025

  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. 
  
  
  
  [To assist us in bringing this matter to a close, Please let us know below why you are rejecting the offer made by the business.]

  Two men from quality control came out to my house to take photos of the damaged sink, torn up bathroom floor, and look in the vents.  John from Waldrop's asked for copies of my vet bill and emergency extraction of my cat, which I sent him.  I have not heard anything in regards to how he plans on resolving the issues.

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

  

  Business Response

  Date: 01/23/2025

  **** ***** in an
  email to our company, you stated that your daughter is the one who got your cat
  out of the duct work. We cannot validate that ******* ******** is a legitimate
  company. Furthermore, there is no indication on the vet bill that any of the services
  performed on your cat were a result of it being in the duct work.
  
  It was verbally
  stated before the job began that you wanted your ducts cleaned because your
  cats were known to urinate in the ductwork. Our job was completed by cleaning
  your ducts. This was a known issue before Waldrop became involved.
  
  We have made an
  attempt to resolve the flooring issue, but you have been unwilling to accept
  our offers. We have offered to do a reduction on the loan to compensate for the
  vet bill, big foot services bill and floor damages. We do not feel that we are
  liable for the big foot and vet bill, however, in an effort to remedy our
  relationship, we have offered the reduction. 
  We do require payment for the services already rendered before that
  reduction can occur. The sink is not damaged. It was examined before
  installation, was installed properly and is fully functional. Our QC manager
  also inspected it a second time and determined it was fully operational. 
  

  Customer Answer

  Date: 01/23/2025

  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. 
  
  I paid my daughter-in-law and son $850 because they gave up their Christmas with their small children in order to open the vent to rescue my cat  because I was so distraught and you refused to answer my pleas for help.  They had to come back the next day to retape the vent. My son does work independently under the name of Bigfoot. The fact that they are related to me holds no bearing. They deserve to be paid for the work they do. The cleaning of the vent was destroyed when you refused to come rescue the cat yourself, so she had to use it as a litter box for the three days she was trapped (see photos previously sent). The cat was taken to vet the day after she was rescued for the very purpose of being trapped. Who wouldn't take their pet to a vet after that horrible experience????? It sickens me that you even question that! Call the vet himself if you want.  After the vents were cleaned I put baskets over them to prevent further urinating in them, but a trapped cat had no other choice but to use it. If you believed they would continue to urinate in it why even bother to charge me $4800 for the cleaning?  Any respectable company would try something else!  I am sick now from breathing the ammonia. To charge me $1714 for a damaged sink is beyond belief! Your installers lied about my needing a new one to begin with because they said I needed back brackets.  After they installed the damaged sink that I could've gotten from HD for $49 undamaged, they told me they couldn't put on back brackets, so why did I need it to begin with? The sink is a disgrace and not worth anywhere near what you charged me. The seal they put on is even peeling off already. My sink only needed to be resealed, but you lied about needing a new one instead. The only leaks checked for were the ones under the sink, not the complete house which I asked for and believed you would do.  The $1600 you offered to offset all the damage your installers did and the vet and vent bill is a laugh.  It will cost more than $1600 to replace the floor, let alone reimbursement for the vet and Bigfoot,  and now I have to hire someone else to reclean the vent because I can't breathe the toxic air anymore.  Now I have to go to a doctor for my illness related to breathing in the ammonia. Your lack of returning my texts and phone calls is despicable! The only time you respond is when a complaint is made or you try to sneak in a completed work order to Goodleap.
  
  [To assist us in bringing this matter to a close, Please let us know below why you are rejecting the offer made by the business.]
  
  
  
  Regards,
  
  
  
  ****** ****

• Initial Complaint

  Date:12/13/2024

  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.

  They were replacing blower motor in a Carrier HVAC heat and air system that was under warranty I should have only paid labor cost they said they don't have an hourly labor fee and can't give me an itemized bill charged me 1035.00 the company that installed the unit said it shouldn't cost more than 300.00 because it's under warranty carrier reg #************** reg date 9/23/2015 I want some money back and a itemized bill proving it was covered by carriers warranty
  They did mot give me a receipt and said they don't provide a itemized bill other business ****** ******* said it should have cost 300.00 and I should have only paid labor which waldrop said they don't have an hourly labor fee and labor fees are not taxed so how do they determine labor versus cost of parts which they also would not tell me cost of the new parts

  

  Business Response

  Date: 12/16/2024

  ****** is the power of attorney for our customer **** ****** at *** ********* ***** Spartanburg, SC 29301.  Attached you will find the signed estimates as well as the paid invoice for the work performed. The estimates were presented on 12/9/24, prior to the work being done and paid for on 12/11.  The work done does not include cost for parts.  Waldrop presents estimates and costs prior to work being performed to allow customers the opportunity to make the decision for themselves if they would like the work done at the cost presented. In this case, ****** agreed to the price and signed the estimate for the technician to perform the work. The system was operational upon the tech completing the job. 

• Initial Complaint

  Date:10/28/2024

  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.

  We had Waldrop out a week ago to do bi annual inspection and cleaning of our furnace. We were told there was 800.00 worth of repairs to be done. Today they called to ask if I wanted it done. I said yes January. Was prompted to get it done sooner because of price increase and offered 5% discount. I agreed. They came out today and made the repairs but then tell me there is a Air return duct laying on the unit full of water (hasn't rained in a month)that's leaking. Told we need to fix it. But yet the inspection did not notice this or indicate it. Now suddenly it's there

  Customer Answer

  Date: 11/01/2024

  Hello.  I just wanted to verify that Waldrop did indeed resolve the issue that was reported to the BBB. 

  Thank you

• Initial Complaint

  Date:03/03/2023

  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.

  2-23-2023 of the year I scheduled for a tech to look at and repair my heating and air, a week before his arrival, during scheduling I instructed this company to diagnose and repair my unit. On the 23rd I returned home from work and the tech was here I introduced myself and asked what the diagnoses was he stated he hadn't looked at the unit yet after about twenty mins he says he don't know what's wrong with it, I observe him this hole time he has no meter freon gages, just a tool pouch with drivers and screw drives he then tells me I need a new unit I state to him that he is supposed look at my unit and tell me what's wrong with it. He then removes a fuse checks it and reinstall the fuse the air turns on. He then starts to move wires and two wires were taped individually but were the same color he untapes this wire and the unit stopped working, he had blowed a different fuse he looks in his tool bag and doesn't have a replacement I then offer to go and purchase fuses for the repair, when I returned maybe ten min later he had gages out and voltage meter. He repeats that I need a new unit, I ask what brings us to this conclusion he states and wrote in report that age and dirt on one side of cooler coils is reason for replacement. Today 3-2-2023 my unit stopped working after calling about my disappointment with services was suggested I pay a second service charge.

  

  Business Response

  Date: 03/06/2023

  Dear Mr. ********,

     It is Waldrop’s understanding that you are not happy with the service you were provided and would like the repair completed.  Upon our first visit on 2/23/23, you were presented with 3 options.  You chose to speak with a Comfort Consultant about a new unit and no repair was made.  Our consultant drove to your residence to meet with you and after multiple attempts to get you on the phone, someone answered the call and the appointment was then cancelled.  A tech was then called to your residence a 2^nd time on 3/3/23 for similar issues.  This tech found that the unit had been previously tampered with, not by a Waldrop technician.  He did evaluate the system and situation, which lead him to leave you with a repair option of ‘Replace the Thermostat.’  According to our records you chose not to do that at the time.  We did not charge you an additional service fee for the second call.  We apologize that you felt the need to express your frustration with the Better Business Bureau, and we would like to offer you a refund on your $135 service fee and at that point, you are welcome to contact another company to see if they can better serve you.  

  Customer Answer

  Date: 03/06/2023

  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. 
  
  
  Regards,
  
  
  
  ****** ********