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Business Profile

Plumber

Ervin Plumbing & Supply
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:12/19/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Plumber caused extensive damage to pipes and structure. Claimed job done right. Charged my credit card without my signature. Owner said no charge. Then backtracked. Have witness statement.

    Business Response

    Date: 02/20/2023

    First, my apologies for my delayed response.  As I told the lady from BBB that I spoke with in January, I have been out of the office on medical leave since mid December.  See attached invoices, customer cc payment, customer cc credit, and picture of work area.  

    Inv #******: 11/18/22

    Notes explain what tech did while at customer house. When work was complete Tech received credit card information from ******************* to pay for services as we do with all our customers that are COD. Customer called our office (I believe it was on 11/21/22) said the wash machine was backing up again, did not want the same tech out to clear the line. Customer went on to accuse our tech of being on drugs and several other things. I tried to tell her the length of time ***** had been with us, we had never received complaints, etc. it all meant nothing to her.  The result, I told her we would schedule another tech to clear the drain and there would be no charge. I apologized for anything we had done to make her feel that way. We scheduled another tech (******) to go out.

    Inv #****** 11/21/22

    ****** was in Midland when he received Ms ************* order and happened to have ***** with him. ***** explained the scope of work he had done. ******* notes explain what took place at customers home. ****** told me that there was no talking to the customer, nothing he could say to change her mind and allow him to clear the drain. Customer called me once again and I noted our conversation at the bottom of **********. I gave ******************* credit as I told her I would.

     

    Job info:

    When our tech ran the cable down the roof vent pipe to clear the wash machine line there is no way he could have known the condition of the copper plumbing pipe in the wall behind the dishwasher. The copper pipe had deteriorated over the many years of use, cracked, and allowed water spillage at the back of the dishwasher. Some sheetrock in the picture had already been cut out for unknown repairs and had not been replaced. ***** had to open the wall down below the copper Tee to do current needed repairs.

    We have always strived to be fair to our customers. After ******************* told me she did not trust anyone from our company to clear the drain I knew it was best for me to give her credit for the labor and machine used in clearing the drain which would have the customer only paying us for clearing her lavatory and repair the copper pipe behind the dishwasher as shown in the picture. We both agreed that it would be better for her to call another company that she felt could do the job. We were successful in solving ********************* plumbing issues (3 service calls since 2020) but not this time.

    If you need any further information, please let me know. And again, my apologies for the delays on my end.

    Customer Answer

    Date: 02/24/2023

    Attached detail about unresolved complaint of damage done by Ervin Plmbg tech. Thank you for your help, ******************* 

    Business Response

    Date: 02/28/2023

    I have attached my response in letter form along with three more attachments.

    Thanks so much,

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

    Ervin Plumbing & Supply, Inc.

     

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