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:11/27/2023

  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.

  I called Oct 31 for plumbing problems(spoke to ********)scheduled nov 2,Nov 1 cancelled for family illness, called Nov 6- was rescheduled for Nov 16-(Jamie) stated reason for 10 days later because only one plumber to do the vent stacks and de-clogging and he was sick, had emergency surgery, stitches. The problems was:water from washing mch in kitchen entering into kitchen sink and water from sink going towards washer; bathroom sink completely clogged, tub slow/overflow assembly not working, toilet flush valve and new kitchen faucet I purchased to install, requested vent stacks to be cleaned out, probably rerouting of kitchen sink pipes into wall instead of floor which another plumber did in 2019 when the problem occurred with water from washer to sink, vice versa; needed outdoor back and front faucets repaired, leaking, hard to turn off, Nov 16 2 plumbers here nice,did NOT resolve the main problems: installed kitchen faucet, toilet guts, valves under bathroom sink,toilet, checked tub overflow,still not working - did NOT DE-CLOG OR EVEN LOOK AT VENT STACKS- said disregard kitchen vent stack)it's not needed/,non functional; said they tested with air in lines, was cleared, if develops clog will need line cleaned,They left, immediately I checked bthrm sink, completely clogged & water from washer entering kitchen sink. I called spoke J&Jwho yelled,said they fixed some things; admitted she only had 1 plumber to DE-CLOG,clean stack vents, still didn't come as she said he would. I told her she should have informed me instead of sending plumbers who didn't know how to do the job! I called Keefe because I thought they were honest(90 day warranty)they they are NOT! ********, ***** are the epitome of rudeness, explosive rhetoric I've never in 75 years of living experienced. Said be out to fix prob Nov 22 I'd have to pay again for pipes. Nov 21 I called to verify appt & correct plumber - hung up on me, mocked, yelled & said they will not fix problem. Offer $ 311. UNACCEPTABLE!

  

  Business Response

  Date: 11/27/2023

  Ms. *****, 

  Our service manager, *****, reached out to you this morning and left you a voice mail.  Please call him at our office ************.

  Thanks

  Customer Answer

  Date: 11/28/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ***** ***** I may be in touch with ***** but I am traumatized by ********/***** verbal abuse - I am considering an attorney - I have filed a dispute with **** awaiting their response. Nothing but the toilet was repaired. They never went on roof to clean out vent stacks, did not replumb kitchen sink to resolve problem, stated everything cleared , tested with air,  if develops clog will need sewer cleaned; replaced 3 valve , 2 under br sink and 1 under toilet - only needed one. Br sink completely clogged and chemical taste, washer water entering kitchen sink and vice versa, faucet installed BACKWARDS. My son witnessed everything and heard the 2 women, I almost went to the hospital - they were talking to serv mgr (I could hear him) but he never spoke to me and the abuse continued. I expect a full refund from what I've just described. This is elder abuse!!

  Customer Answer

  Date: 11/29/2023

  I am 75 years old and Keefe plumbing customer service traumatized me- I need additional time to pursue this matter. Keefe sent inexperienced plumbers to my home who did not do the work I requested: 2 vent stacks not unclogged (never went on roof)did not replumb under sink going into wall to and into vent stack as originally done to prevent water from going back and forth from washer to sink, put faucet on backwards, bathroom sink still clogged, did not fix outdoor faucets. They put toilet flush valve in, put new supply line and valve for toilet, put 2 valves under bathroom sink and 2supply lines. That's all they did. They stated they check with air and everything cleared. Bathroom sink completely clogged, kitchen with washing machine water entering sink and vice versa, faucet cold and hot backwards. I am physically unable to call for any further abuse. They stated they will NOT come back. I expect a full refund, only toilet working and I was TRAUMATIZED. I NEED ADDITIONAL TIME TO PURSUE THIS MATTER. I WILL SEND CERTIFIED LETTER TO *****, SERVICE MANAGER. HE NEEDS TO BE MADE AWARE OF IT, IN CASE ***** AND ******** DO NOT GIVE IT TO HIM. I had called Nov 16left message for owner, *** ***** who never responded, ***** admitted she was the answering serv person.

  

  Business Response

  Date: 11/30/2023

  On the day of the work, the customer was very pleased with the plumber and helper on site.  She called after they left and gave them big compliments saying how professional and knowledgeable they were.  She paid with a **** card and signed the work order that is attached after the job was complete.  She then started calling our office complaining about everything that was done, talking so excessively that the office personnel couldn't get a word in edgewise.  We did speak over her in order to get her to stop speaking so we could address her issues.  There was no screaming from our office, our service manager, *****, heard all the phone calls.

  ***** reached out to her to try to make things right.  She didn't answer so he left a voicemail.  After she didn't call back, I responded to her message here and asked her to call our office to make arrangements for him to come to her home with the plumber and helper that preformed the work to try to come to an agreement to settle this.  The customer then messaged BBB again, a response was not allowed at that time.  The owner (*** *****) called the customer and she didn't answer the phone.  *** left her a message explaining that we are trying to come to an agreement with her, asking her to call our office back and speak with ***** or herself.  

  Customer Answer

  Date: 12/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Keefe Plumbing is lying! I never said the plumbers were professional and knowledgeable - I said they were very nice but nice doesn't get the job done & they apparently weren't that nice because they left knowing the vent stacks were not cleaned out as needed and my request, the kitchen sink was not plumbed into the wall & vent as needed/water from washer entering sink, faucet crisscrossed, bathroom sink completely clogged, bathtub not holding water , outside faucets with same problem.  The employees in the office yelled at me in a threatening matter, hung up on me twice which is why I called back, *****, serv mgr never spoke to me & allowed them to continue. -***** stated ***** said Keefe will not send anyone out to do anything. Nobody there ever said ***** and plumber would come to my home!  *** ***** was rude when she left me a message which I have archived, saying she will be more than happy to go the attorney route,! She,and her employees have traumatized me. I sent her and ***** a certified letter. I am pursuing this elder abuse and fraudulent company. I do Not want these people near me - I expect a full refund. 
  
  
  
  Sincerely,
  
  
  
  ***** *****

  

  Business Response

  Date: 12/04/2023

  Mrs. ***** has continually refused to allow our company to resolve her complaints free of charge. She has refused to allow us to inspect the work she has complained about. She is refusing to take my phone calls. She has threatened Keefe Plumbing with legal action. I have personally reached out to her to try to get a resolution. She has mailed a certified envelope containing copies of her complaint on this website. She is accusing my staff and myself of elder abuse. I recorded the phone call I placed to her as well as all the attempts our service manager made to call her. At this point Mrs. *****s refusal to resolve this issue has left me no choice but to place the matter with our attorneys. I am a fair person who has personally been in this business for 35 years. When problems arise, we make very attempt at fair resolution. 

  Customer Answer

  Date: 12/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:Keefe plumbing is LYING. NOV 16,when plumbers left-I called describing everything not done and clogged. ***** stated "how do we know you aren't lying" I told her to come out right then and bring everyone- I'm 4.1 miles from her house. She stuttered and then stated they would send someone out Nov 21.they left me with completely clogged bathrm sink, yellow water coming out and undrinkable, bathtub will not hold water, water in washing mch in kitchen entering kitchen sink and going back towards washer, faucet crisscrossed, vent stacks over bathrm and kitchen were not cleaned out and declogged- kitchen sink was not installed as I requested- into wall and vent stack which is why the water is going back & forth from washer to sink.nov 16 they stated no charge but for parts but I said I shouldn't have to pay again for parts to correct their problem.-said they'd be here Nov 22, I called Nov 21 to confirm and both employees were very rude, ***** went ballistic, I was shaking, crying and almost went to hospital, hung up on twice, I called back, ***** was talking to *****, serv mgr - she said they will NOT SEND anyone out to my house because of the hostility, & I needed to get another plumber because they were done with me. I mailed a 5 page certified letter, not an envelope, describing everything requested which they said would be done & what was not done! I have videos, pictures, 1phone message from ***(I'd left message with ans service Nov 16-she didn't call til Nov 29) & 1 from *****,, after I'd contacted BBB& ****. IT IS ELDER ABUSE AND I HAVE DOCUMENTED OTHER ELDER COMPLAINTS. As *** ***** rudely said in my voice mail"..I will be more than happy to go the attorney route". If she's fair and trying to say she'd do it for free , why not return the money?  They have done nothing but lie & I am traumatized.  So, I will be in court to defend my rights. 
  
  
  
  Sincerely,
  
  
  
  ***** *****