Complaints
This profile includes complaints for Smith's Plumbing Service's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 3 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:01/31/2025
Type:Service or Repair IssuesStatus: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.
On January 15, 2025, Your Smiths Plumbing sent a serviceman out to find out the location where a water leak on my property. Serviceman determined that it was most likely the running toilet. I asked how much it was to repair the toilet. He said it would cost ******. I asked him if that was minus the $59.00 dollars service fee, and did he take out the senior discount. It took your serviceman 15 minutes to put a Fluidmaster, flapper, and hose on my toilet. I had already priced two of the parts at the local hardware stores which was less than $30.00 retail and not wholesale., I decided to call the office on January 16, to request a breakdown in the cost of how much was the plumber rate per hour, how much was the parts, and etc. The young man sent me a breakdown of what he did. This was unacceptance business practice. Also, it is unacceptance to have some sign an electronic tablet that does not show the fine print under the Signature line. But this information shows up on the emailed receipt. I also asked for a price quote on son plumber work, he gave me a price of $3,000 which did not include a breakdown of cost price. Thank you but no thanks. I think your cost $24100 was outrageous, and needs to be reevaluated, if you want to get paid. I did not authorize my credit card to pay you until I get this straighten out.Thank you, Ms. ********** is a copy of the breakdowns that were sent on January 16, 2025 by office personnel:INVOICE ******** INVOICE DATE 1/15/2025 Completed Date 1/15/2025 D ES C R IPTION OF WOR K 1. Site prep- turn water off, safely disconnect water supply- 55 2. Remove old tank parts- 55 3. Install new parts- 55 4. Safely connect water supply and restore water to toilet- 45 5. Site cleanup and final safety check- 32 TAS K D ES C R IPTION QTY P R I C E TOTAL BATH-TOIL-REPA-MINOR-RESIBusiness Response
Date: 02/21/2025
Ms. *****,
Thank you for taking the time to share your feedback. We sincerely apologize for any miscommunication regarding the pricing of your service. At Smiths Plumbing Services, transparency and customer satisfaction are our top priorities, and we regret that your experience did not meet your expectations.
After speaking with you directly regarding your concerns, we took immediate steps to resolve the issue by offering to zero out your invoice to ensure your satisfaction. Our goal is always to provide fair, upfront pricing and high-quality service, and we regret any misunderstanding regarding the breakdown of costs.To clarify, Smiths Plumbing Services does not price by the hour but rather by the job. Our pricing takes into account various factors, including the complexity of the repair, the materials used, and the expertise required to ensure a professional and lasting solution. While the actual repair may sometimes be completed quickly, the cost reflects more than just time on-siteit also includes the training, licensing, warranties, and overall quality of work that we stand behind.
Regarding the electronic signature process, our system ensures all terms and pricing details are reviewed before work begins, and a copy of the agreement is sent via email for full transparency. We appreciate your feedback on this process and will take it into consideration as we continually look for ways to improve.
Again, we appreciate the opportunity to address your concerns and value your business. If you have any further questions or need additional clarification, please dont hesitate to reach out.
Best regards,
*** *******
Smiths Plumbing Services
************Customer Answer
Date: 02/21/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.
Sincerely,
****** *************************, ** 38109Initial Complaint
Date:08/10/2023
Type:Service or Repair IssuesStatus: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.
On 6/11/23 I called ******* plumbing in ******** to repair a clogged toilet. I live in a mobile home in *******. They came to my residence on 6/12/23 to address a toilet problem. After unclogging the toilet, ****** went under the trailer and worked there for about 2 hours. My cost for this was $2600.00. After a few days, the toilet clogged again. My point is that I spent $2600.00 for a repair that didn't solve the problem. I feel like I wasted my money. Finally, the plumbers decided that I need a new toilet. Why didn't they work on the toilet first? That would have saved me $2600.00. The new toilet solved the problem . It cost $710.00.Customer Answer
Date: 08/31/2023
As I understand it, ******* Plumbing has a location in ******** and one in *********, **. The complaint number is 20451213. It looks like they have cancelled one of their locations on your website. Should I send a duplicate of my complaint to their Arlington location? I haven't heard anything from them at this point. Thanks.Business Response
Date: 09/01/2023
Hi ****************,
I have called and left you a voicemail asking you to call us back. I'm sure we can come to a resolution that works for both parties after we walk you through videos, pictures, and gps work time onsite of the work that had to be completed under your mobile home. I know we discounted this job already, but still happy to work with you on a resolution.
Thanks,
***********************
General ManagerCustomer Answer
Date: 09/01/2023
Complaint: 20451213
I am rejecting this response because I returned your call on 9/1/2023 but you were out of the office. I was told that you would call me back but I did not receive a call from you. I called again and left a message with your answering service to call me back. Hopefully we can resolve this issue. I will attempt to call you back on Tuesday and you can call me anytime. ************
Sincerely,
*************************Customer Answer
Date: 09/06/2023
******* Plumbing and I have resolved the issue of complaint #********. Please close this complaint. Thank you.Customer Answer
Date: 09/07/2023
Date Sent: 9/6/2023 3:36:26 PM
******* Plumbing and I have resolved the issue of complaint #********. Please close this complaint. Thank you.Initial Complaint
Date:12/28/2022
Type:Service or Repair IssuesStatus: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 have a used this company for plumbing services in my home several times during this year (2022). I recently contacted this company and requested to have a single handle touchless faucet installed in my kitchen. I ordered and provided the faucet. (12/19/2022 Please keep in mind during this review, that I am an able body single female, and I could have installed this faucet myself. I attempted to install this faucet, but my house was built in **** and the shut off stem/stop were original (****). I could not get the stop/shutoff to turn the water completely off and I was well aware that I could have gone to the meter or indoor shutoff valve to shut off all the water to my home. I did not want to perform a half repair and later have to replace it. I contacted this company for the installation and advised them what my repair request was. Upon the arrival of the technician (*******/******), I advised him that I could have replaced this faucet, but I wanted the stops replaced, because they were as old as the house. ****** advised he would look and gave me a price of $395.00 to perform the work, "Due to the complexity of the job"(his words). I was told it would take about an hour and I was ok with that, because I had an appointment as well. The technician appeared as though he was jittery and, in a hurry, to complete it but I told him he could take his time and I would still make my appointment, just a little later. I went into the kitchen to oversee the progress and could see the hot water shutoff/stop was leaking. ****** told me at that time, I would be charged an additional $125.00 to replace the stop/shutoff. I advised him that he was told in advance about the stop/shutoff, and I thought that was why he quoted such an amount to swap faucets. I am a single female, living alone and at my home alone with this man. As I stated before he seemed jittery, and I was not wanting to have a face to face back and forth with him. I was unsure if he was on something or what, but I just told him to complete the faucet installation and that was all. Over the next three days, I attempted to speak with a manager, and he (*****) was never available. I called one last time and told the scheduler (******) that I had grown tired of waiting for a return call and she agreed it was an extreme amount but instead I received a call from ******, and I was very bothered by this call. ****** told me that I signed my repair invoice and that was it. He advised him to offer a discounted price for the stop from $198.00 to $125.00. Please understand this company came to my business and installed a dishwasher, garbage disposal and faucet for $833.00 and the technician was at my business for at least 4 hours. It took ****** 1 hour to install my faucet at my home "Due to the complexity". I will not and do not recommend this company and definitely not this technician. There was something unusually wrong with him (wouldn't trust him in my home alone) and he seemed to get very agitated really easily. He attempted to take my old faucet with and there was nothing wrong with it other than a simple washer replacement. ****** seemed bothered that he had to leave my old faucet behind, so he just left all old parts and box on my counter. I do not recommend this company due to the dishonesty of this technician and the lack of oversite from management to resolve an issue after payment has cleared my credit card issuer/bank. I have yet to hear from this company regarding the overcharge of $395.00 for the installation of my kitchen faucet(see previous post). People are what keep a business open. When you begin to brush off customers as though they mean nothing to your bottom line, then you must realize, reviews are what sustain you. If you valued your customer, then you will listen to their concerns and address them. It is not good business to have technicians on a unsuspecting customers home and they are not trustworthy. I have determined that the technicians for this company are on commission, and they are setting the prices for the work to be performed, no matter how long jobs requires. I will continue to post reviews on each and every website I can, and I will also follow up with the BBB. If you are looking for a plumbing company, be aware of the person you are allowing in your home. The invoice was handwritten and was very illegible. The warranty that is supposedly given for the work is possibly not going to be honored, seeing that they have yet to return my call. FYIBusiness Response
Date: 01/20/2023
We were out on 01/18/2023 and resolved all issues. I explained our flat rate pricing structure and that **************'s are not on commission structure. I apologized about the one off putting interaction with that technician. Customer agreed every other experience as gone great!
01/19/2023 Followed up with customer on **********************. Customer agreed everything went well and agreed to close the BBB complaint as satisfied and happy.Customer Answer
Date: 01/20/2023
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.
Sincerely,
***********************
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