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:09/03/2024

  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.

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22226480, and find that this resolution is satisfactory to me provided there are no similar, future plumbing backup issues. Choice One did not change the laundry line drain, which was explicitly communicated to me by the owner ****** during our recorded phone call.
  
  
  
  Sincerely,
  
  
  
  ****** ******place the washer drain pipe, that has a significant bow in it, like we agreed and I saw later that he didn't include that on the written invoice and also wrote "declined" at the bottom of the invoice. So...I signed the invoice and before he tore off the copy and handed it to me, he wrote "declined" on it? I did not have a working washing machine. I bought a new washer, used it the first time and dirty water backed up into the bathtub and toilet. The same issue as before. I called Choice One, they sent out ******* and ******** who did re-inspections on 7/23/24 and 8/1/24. Both said I needed up to $4200 additional work. They also said ****** **** no longer worked there and had been fired. I am asking Choice One, who stopped answering my phone calls to change the washer drain pipe that has a bow in it and bring it up to code which ****** was supposed to do. Also, the hole that he refilled is sinking in. I would consider the matter resolved after that. Thank you for your help.

  

  Business Response

  Date: 09/11/2024

  We have spoken with Mrs. ****** and advised her we would repair the laundry line at no additional cost. We sent a technician on site 9/11/2024 to make repairs. After running an extensive series of test, the tech was unable to find any sort of failure at this time. He did readjust the 2 inch drain line for the wash machine because the strapping was not correct and pulled out a little bit of a belly not much. He ran water in multiple fixtures to attempt to recreate the backup but was unable to. The tech let the customer know that no additional repairs were needed at this time and everything is in working order. 

• Initial Complaint

  Date:08/15/2024

  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.

  
  
  Complaint: 22145176
  
  
  
  I am rejecting this response because: Choiceone damaged our property, did not contact us when the crew didn’t show, “thought the job was complete” when I called to ask where the crew was, did not reschedule to have the install completed.
  

  We handled the remaining work after we had given up on Choice One as a reputable company. I did not call to tell them the work was completed until a few days after just to see if they ever planned to get us on the schedule. Clearly they did not. Only when I called for refund did the ****** offer again to get us back on the schedule. This is when I informed him the work had been completed. 
  
  
  
  Sincerely,
  
  
  
  ******** *****

  

  Business Response

  Date: 09/18/2024

  Company states they would be willing to refund $1,875 of the $3,275 since the customer set his tub. The plumber was out sick on a Friday and the customer decided to set the tub on a weekend. 

• Initial Complaint

  Date:02/15/2024

  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.

  RE: Complaint ***************   

  On 2/24/2024 I received my first response letter from BBB dated 2/16/2024 informing me how to access my complaint against Choice One Plumbing.  Upon accessing the website I find that my complaint has already been closed without my knowledge or my having an opportunity to respond to Choice One Plumbing response to the complaint.  While there has been communication between Choice One and myself, with a possible resolution to the complaint having been promised by Choice One on 2/19/2024, the terms of that resolution have not yet been fulfilled by Choice One and my complaint still stands.  Please correct the complaint status to active or advise what my next course on this complaint should be.  Thank you.

  ******* ******

  ************************

  m to be great news, but no. This is where the dispute begins.
  The Plumber made the simple patchwork repairs to stop the leak, told my wife the job was done, charged us the full amounts of $450 to replace the shower valve + $79 Service call fee + $15 Credit Cad Payment Fee (previously not disclosed) + $0.87 Not Disclosed until I found it on the credit card account app = $544.87, all while he had not replaced the shower valve. He then departed at approx 3:45pm.
  I arrived home about mid-night feeling assured that the job was done, until I looked for myself at about 6:30 am. I contacted Choice One Plumbing on 2/13/2024 at about 7:15am and spoke with ****** to report the situation to have it resolved. He assured me that he would look into it, would call me back later in the day and issue a refund if I had be overcharged. I heard nothing from him and he has dodged all further contact attempts, clearly making no effort to resolve the situation and/or false charges for work not performed.

  

  Business Response

  Date: 02/16/2024

  As the customer states
  we were on site 2/13/24 for a service call for a leak in the wall
  that connected the bathroom and bedroom. The customer stated he was starting to
  see the bedroom wall get affected by the leak and called us to repair it. During
  the call, we let the customer know that we have a $79.00 service fee plus the
  cost of work. He agreed and the call was scheduled. Upon arrival, our technician
  inspected to determine the cause of the leak. As the customer stated, he used a
  camera to scope the area and pinpoint the leak. Our tech then provided the wife
  with a written quote of the work to be performed and the cost. Our tech heard
  the wife call someone to discuss the ticket she was provided. The ticket shows
  the total cost of the job $450.00 +$79.00 service fee and circled the payment
  method of credit card, which states there is a 3% fee that applies, directly on
  the invoice. The total job plus credit card fee came to a total of $544.87, as
  written on the invoice. The wife signed the invoice that showed this
  information, and our tech began work. This job was not quoted as a replacement
  of the valve, it was quoted as a repair to stop the leak, which was taken care
  of. We have not received any complaints that the leak was not repaired or that
  there was still a leak present. I have enclosed a copy of the signed invoice
  that shows the job details, cost, and signature. 

• Initial Complaint

  Date:05/30/2023

  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.

  The complaint has been resolved, not completely but this has been going on for almost a year and I do not want to devote anymore time to it.  Choice 1 mailed a check and I deposited it.  It was not for the total amt. but I have spent way to much time on it and will never use them again .  ***** ****** faucet to check the temp. of the water. He turned it too hard and the wrong way and broke it. Water spewed out, he turned the water off and left it. I contacted them again, I was told to text a picture which I did. I did not hear from them and called several times. I still cannot use that vanity and I am waiting for an estimate from another plumbing company I have contacted. I was told I may have to replace both the sink , which matches the faucet, the faucet , and the vanity if they cannot get the correct size. At this point I am already out over $5000. My husband is a trusting Vietnam Vet who expects honesty and fair play. These people do not need to be in business, much less get the good recommendations that they have on BBB

  

  Business Response

  Date: 06/05/2023

  Choice One Plumbing has spoke with the customer to resolve the issue. The water heater has already been exchanged and new one installed. We have offered to replace the faucet at her convenience. 

  

  Business Response

  Date: 06/23/2023

  The customer has been mailed another check  in the amount of $850.00. In total, she has now received a full refund for the amount of the first water heater installed. Attached invoice.