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:01/12/2023

  Type:Product 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 husband and I are elderly and weren't well at the time. Our 40 gallon water heater needed to have the pilot relit. Since we couldn't do it we called James Armstrong plumbing to come out and relight it. He talked us into getting a new tank. He sold us a 30 gallon tank. At the time when he gave us the price, we thought that was the standard price for getting a heater and getting it installed. We found out later he overcharged us. He did this paperwork on a small tablet or large cell, not sure what it was. I couldn't make out what the words were so he explained what I was signing. I asked for paperwork. He said I would get some and I did, but with the wrong name and the wrong size water heater tank. The paperwork showed he sold us a 50 gallon tank and had my name as *****. I called his office and told her that I wanted a new statement showing the 30 gallon tank that he sold us and my name was ****. I got a new statement with my name changed but it still showed a 50 gallon tank. We feel like he took advantage of us charging too much and will not give us the correct paperwork, that we feel like we need for the warranty we're supposed to have on it.

  Customer Answer

  Date: 02/01/2023

  ***Document Attached***
  I received another paper statement showing he did sell us a 30 gallon water heater instead of a 50 gallon tank but he changed the figures around. If you look at both statements the amount for the water heater is different and so is the amounts for the discounted plumbing service. Why he did all that changing and still made the amount due, the same!He upped the cost of the heater and then showed a large discount amount to bring the price to the original amount he charged us. No honest person would go through all that. He fixed those figures to make it look like he gave us a big discount to keep from refunding any of the large amount he charged us for a 30 gallon tank. He took out our not so old 40 gallon tank when we just needed the pilot light relit! He's not to be trusted. The two paperworks show that!
  See Attachment/File: IMG_20230201_192428

  

  Business Response

  Date: 04/04/2023

  The original invoice stated that we had installed a larger water heater unit than that which had actually been installed and the client wanted a refund for the difference with a copy of the corrected invoice, which we sent. Due to demand a smaller heating units cost more than a larger unit through our supplier. That is why the invoice is discounted to match the charges for the work performed. Otherwise the invoice will reflect a balance still due. The customer did get a discount due to the fact that we charged a lower price for the work performed than should have been for the unit size they received.

• Initial Complaint

  Date:08/11/2022

  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.

  We hired James Armstrong out to reconnect a sink and the plumbing for the sink. We paid a $75 service call fee in advance. We were never told it would cost an additional $75 to assess the issue. We also did not tell them to remove and replace a dishwasher for $250. The plumber told us the dishwasher hose was kinked and it would need fixing - he did not tell us he would charge us $250 for removing and replacing the dishwasher. The bill does not even show he repaired the dishwasher line. We made the mistake of telling the plumber we needed the work done that day and we feel he took advantage of the situation by extremely high prices and overcharging us. When I mentioned the high prices to the technician once he quoted them to us, he was indignant. We feel at a minimum we should be refunded the $75 assessment fee (since he did not assess the problem - he was there to reinstall a sink) as well as the $250 dishwasher remove and reinstall fee since all he had to do was replace a hose (that the bill does not list being repaired).

  

  Business Response

  Date: 12/30/2022

  Business Response /* (1000, 12, 2022/10/19) */
  We will refund the client the $75.00 service fee they were charged. This should have been done at time of service. Since the repairs were done, we apply the service fee to the work being performed. In order for us to install the sink properly and connect all supply lines back properly we had to also replace the emergency stops, supplies and discharge lines for the kitchen faucet and dishwasher. It is described as an customer provided install on the dishwasher because we did not provide the dishwasher, that had to be removed and reinstalled. for us to replace the supply and discharge lines which were damaged. All work performed with cost were discussed with client in detail over the phone because they could not be present while work was being performed. All pricing was standard rates with no emergency charges applied. If the client had a problem with cost or work being performed this should have been discussed at presentation.