Complaints

This profile includes complaints for My Plumber Plus's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  My Plumber Plus

  6897 Gateway Ct Manassas, VA 20109-7301

  
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  My Plumber Plus

  11350 Random Hills Rd Ste 800 Fairfax, VA 22030-6044

  
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  My Plumber Plus

  1940 Duke St Fl 2 Alexandria, VA 22314-3451

  
• 

  My Plumber Plus

  12410 Milestone Center Dr Ste 600 Germantown, MD 20876-7102

  
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  My Plumber Plus

  1320 Central Park Blvd Ste 200 Fredericksbrg, VA 22401

  

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:03/26/2025

  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.

  MyPlumber Plus (MPP)visited my home on 1/27 to do routine seasonal maintenance. They cited an issue with our HVAC unit. Across several visits, they charged us $2,858 for repairs completed by ****** ********. -Invoice 511872579: 1/27 $497 -Invoice 513105892: 2/4 $708.30. 2/5: $1652.70 12 days after the repair, the unit failed as confirmed by MPP repair pro, ****** ******. He cited that the unit required a full replacement. He pointed out 2 alarming service issues - there was a live, unsecured wire that had been left and there was grease all over the exterior of the motor. Because of this, repairman was extremely uneasy with the state of the machine and ultimately shut it down entirely.On 2/20, I initiated contact with MPP to work through a refund on the $2,858 in defective work completed. According to the warranty on my invoice, we are subject to a refund since our work failed within 12 days and was confirmed by a MPP repair professional: What is Covered: If the Work is a general component HVAC repair by My Plumber, My Plumber warrants parts and labor to be free from defect so as to pass without objection in the trade up to 30 days days after commencement of service to the premises. If the Work is a full component replacement of all components, My Plumber warrants parts and labor to be free from defect so as to pass without objection in the trade up to two (2) years after commencement of service to the premises.MPP's HVAC repair work failed within 12 days of completion. This is within range for coverage by their service warranty. Over the past 6 weeks, *** has refused to engage in any kind of refund / customer service related dialogue with us, despite at least 9 attempts by us they just continue to bill us. Our request is that the BBB enforce MPP's obligation to provide a reasonable service quality, stand behind their warranty, engage in customer service dialogue in a timely fashion, and refund the faulty AND dangerous work completed.

  

  Business Response

  Date: 04/03/2025

  Good afternoon Mrs. ******************* reviewing your complaint and our prior communications, I see that you spoke with our ************ Manager, ***** ******, on or around March 27, at which time it was agreed that a refund of $1,858 would be issued to resolve your concerns.
  However, since these funds have already been disputed through your bank, they are currently unavailable for us to process as a refund. You will need to either receive the funds through your banks dispute resolution process or, if the funds are released back to us, we can proceed with issuing the refund on our end.
  Please let us know if there is anything else we can assist you with regarding this matter.
  Best regards,
  ******* ******
  My Plumber Plus

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

• Initial Complaint

  Date:03/21/2025

  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 recently hired my plumber to look at a hot water tank leak which leaked onto our hvac unit. They showed up the following day to tell us that a new hot water tank would be needed for a ~4k price tag. The plumber stated that we need to have permits to have this work done. Then the ********* said we need a new control card that would cost over 2k dollars or repair and suggested we get a new unit because the current unit was 10 years old. They suggested a new unit due to the age which costs from them ~16k dollars. We made the mistake of agreeing to the costly repairs to have our new hot water tank leak water 3 days after installation. We believe they over charged us for these new installations to discover water leaking just 3 days later.

  

  Business Response

  Date: 04/03/2025

  Dear ***** *****,
  Thank you for reaching out and sharing your concerns regarding your recent service experience. We appreciate the opportunity to address your feedback.
  We understand that unexpected home repairs can be frustrating, and we strive to provide clear communication and transparent pricing for all our services. The pricing for the water heater replacement and HVAC repair was based on our standard rates, which were presented and approved by you before any work was performed. Additionally, we make every effort to ensure our customers are informed of their options, including repair versus replacement, so they can make the best decision for their home.
  Regarding the issue with the newly installed water heater, we sincerely regret that a defect occurred. As soon as you brought it to our attention, we promptly returned and replaced the unit at no additional cost to you. Since our last visit, we have not received any further reports of issues, and we trust that your water heater is now functioning properly.
  We take customer satisfaction seriously and are committed to delivering quality service. If you have any remaining concerns, please do not hesitate to reach out, and we would be happy to assist you.
  

  Best regards,
  ******* ******
  My Plumber Plus

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

• Initial Complaint

  Date:02/19/2025

  Type:Order 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.

  Paid $4,400 for new water heater Plumber did not look at voltage before installation When installed plumber turned on breaker and the breaker backfired When observing wiring Wiring was installed incorrectly and wire was exposed and cut due to poor installation Signature on both documents are not mine and I did not receive satisfactory work Plumber came out three times but doesnt know anything about electricity which he stated over again This is a electric heater and due to his lack of knowledge on electricity he left me without hot water for three days This resulted in three days of missed work When asked if they can send a new electrician same day they stated they will not be able to Disappointed in the customer service Quality is poor And response time is unacceptable When paying $4,400 for a brand new water heater its unacceptable to go three days without hot water. I asked to talk to supervisor ***** **** but they stated he left for the day. ***** ******* stated several times he would talk to his supervisor and that his supervisor was aware of the lack of hot water for three days and the lack of installing the right voltage.

  

  Business Response

  Date: 03/13/2025

  Dear ******** ******,
  Thank you for reaching out and bringing your concerns to our attention. We take your feedback seriously and understand the frustration this situation has caused.
  We want to assure you that we are currently reviewing the details of your complaint thoroughly. Our team is looking into the installation process, service experience, and any issues related to your water heater.
  We will follow up with you by the end of the day tomorrow, March **************************************************************** the meantime, if you have any additional information you would like to share, please feel free to reach out to us at ************.
  We appreciate your patience and the opportunity to resolve this matter.

  
  Sincerely,
  ******* ******

  Customer Service Manager

  

  Business Response

  Date: 03/17/2025

  Our plumbing manager, ***** **** attempted to contact you today at 1:46pm. Please give us a call back at your earliest convenience at ************.

  

  Business Response

  Date: 03/31/2025

  Our Plumbing technical manager has made multiple attempts to contact Ms. ****** to further discuss the request for a refund. We have not been able to reach the customer to resolve this issue. Please give us a call back at ************.

• Initial Complaint

  Date:10/18/2024

  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.

  My Plumber sent an employee to do the wintertime assessment on our heater and plumbing. 10/14/2024 Assessor didnt perform his initial inspection and introduced a new service Water Purification system but didnt perform the necessary steps to prevent damage to the property connected to the water line. The incident resulted in multiple faucets being damaged, new toilet systems being clogged and now constant running issues. Another assessor came and pointed out the damage the previous employee did and stated he was going to report it to management. We called to verify and report that the incident is causing undue stress in my home and costing additional money to replace the broken appliances. We told the manager is out of the office til next week leaving us with our issue unresolved.

  

  Business Response

  Date: 11/07/2024

  Good morning Mr. ***************** you for reporting this information. My Plumber Plus aims to provide exceptional service to all of our valued customers and it sound as though we missed the mark ******************* took some time to review your complaint and actions noted on our end. Our first concern is taking care of the issue reported. I see that we were at your home on 10/22 to repair the damage and provided a refund of $93 to cover the cost of a replacement faucet. Are there any outlying issues that need to be resolved regarding the repair?

  I also looked at the matter of being told a manager would not call back until the following week. That is not our process and I will correct this information with the employee you spoke with. I apologize that your complaint was not treated with the urgency it deserved.

  We look forward to hearing if anything else would resolve this matter on your end.

  My Plumber Plus

  

  Business Response

  Date: 11/25/2024

  Good morning Mr. ************** you for reporting this information. My Plumber Plus aims to provide exceptional service to all of our valued customers and it sound as though we missed the mark **************** took some time to review your complaint and actions noted on our end. Our first concern is taking care of the issue reported. I see that we were at your home on 10/22 to repair the damage and provided a refund of $93 to cover the cost of a replacement faucet. Are there any outlying issues that need to be resolved regarding the repair?
  I also looked at the matter of being told a manager would not call back until the following week. That is not our process and I will correct this information with the employee you spoke with. I apologize that your complaint was not treated with the urgency it deserved.
  We look forward to hearing if anything else would resolve this matter on your end.
  My Plumber Plus

• Initial Complaint

  Date:06/26/2024

  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.

  On Dec.21,2023 I paid My Plumber located in ********, ** ******* dollars to replace my home heating unit. After installation a notice the new unit was ***** btu, which is much smaller than the original unit that was *****btu. This June of 2024 I began to have issues with my A/C unit. When the Techician serviced the unit I was notified that the cause of the problem was that the Heating unit was improperly installed. Leaving old rusted parts in the connectin. I have tried to contact My Plumber several times, leaving messages without any response. Because of their failure to properly and professionally service my HVAC needs I am having to replace both systems. Due to their bad business practices I wouldn't want to work this company again. I would like a full refund to help cover the repairs that I now need to make. I believe that due to me being a senior citizen I was being taken advantage of.

  

  Business Response

  Date: 08/08/2024

  This customer contacted our office directly on July 8th and July 29th which began a direct communication regarding the complaint. The customer was refunded the full amount of their installation ($6000) with My Plumber, which was processed on August 1st to be placed back on the credit card originally used for payment.

• Initial Complaint

  Date:03/20/2024

  Type:Sales and Advertising 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.

  In February of 2023 My plumbers plus demoed an old heating oil furnace and installed a brand-new heat pump unit immediately my wife and I noticed it just wasn't able to keep up with us asking for 66 degrees inside we know heating oil vs heat pump is a big difference, so we gave the benefit of the doubt. The unit installed is 2.5 ton with a 3-ton coil in a 2500 sqft home. We had them out over 8 times for the exact same issue it just was not keeping up and emergency heat was constantly running giving us ******* dollar electric bills. Finally we had to get a second opinion and had another ************ come look, within 30 minutes this one man was able to tell us our unit was installed incorrectly, something my plumbers was unable to do in 8 prior visits. The refrigerant line was 1/4 in. vs the 3/8s in. it was supposed to be. So we call upset about this and explain how we figured this information out and were immediately threatened with our warranty since another company looked at it. Now we we're not only upset but also in fear of losing our warranty. They did bite the bullet on that one and fix that mistake. We have attempted at least 5 times to rectify this issue of a brand new install that is blatantly undersized for our home to no avail. The manager won't even call us and was quoted saying "they're adults" when confronted with our complaints in having a 2.5 ton unit being sold to us when we had no idea what the correct size would be. We trusted them to sell us what is right. We have since had atleast 3 other HVAC companies tell us that a 2.5 ton is NOT big enough for 2500 square feet. Our electric bill is averaging 370$ most recently it was 572$ absolutely unacceptable.

  

  Business Response

  Date: 08/08/2024

  This was resolved outside of the BBB site, I was unable to update notes on this complaint as the link is no longer available. We made two visits to the customers home after the complaint was submitted. On 4/3/2024, we replaced the system with a larger system for their home at no additional cost.

• Initial Complaint

  Date:03/05/2024

  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.

  My plumber plus was called in for my geothermal unit flashing Low/ High pressure codes. A service technician from My Plumber suggested to replace the return plenum. He said it was too small. Although I mentioned to him that originally it was large but replaced with small plenum in 2016. But he insisted that replacement of plenum will be the only solution. So I gave a deposit of $221 Service was scheduled for 7/27/23 but cancelled the last minute. It was rescheduled for 8/20/2023 plenum was replaced . I paid $729 But within a week our HVAC stopped working. I made a call to inform. A representative named ****** answered my call. I reported the problem that my AC was not working. It was not cooling. She asked me if I would like to schedule service. I said YES but before I scheduled I wanted to give her little background that my geothermal unit was repaired less than a week and since weve Geothermal I would like to schedule same technician to come. I was told earlier by the merchant that every tech working at My Plumber was not trained on geothermal units hence an experienced techs only can be scheduled for repair on geothermal units. But she very rudely and in a threatening tone asked me, if I wanted to schedule a service or not ? I again tried to explain but before I did she disconnected the call. She scheduled a service without asking what date/ day or time will work for me? It made me very upset. I again called but every representative I spoke to told me I was scheduled for repair. Again without listening to my concern that I only wanted a trained/ experienced tech. It was super hot time of the year. I had no option but to call another *** for repairs. Another *** *************** was called in to diagnose the issue. The technician told me system had too much Refrigerant which needed to be removed for system to work properly. System worked after Referigeration was removed. It makes me believe My Plumbers diagnosis was incorrect.

  

  Business Response

  Date: 03/18/2024

  We have discussed this matter in length with **************** and offered solutions that we believe are reasonable with the information available. To date she is requesting a full refund of the $950 for repairs that were completed by My Plumber on 8/10/23.
  The customer contacted ******************** on 7/13/23 to address her geothermal AC unit which was not working at the time. When we inspected the unit on 7/13/23, we found poor airflow and noted that the return plenum was too small for the unit and a cause of the airflow problem. We had to order the return plenum. We performed work to install a return plenum on 8/10/23 that was the correct size for the unit. The unit was in working condition when we left the home. The customer called back within a week of the repairs on 8/15/23 reporting an issue with her system again. We scheduled an appointment to return to the home at no additional charge which the customer later canceled stating that she didn't agree to schedule the appointment. This issue was later discovered to have been resolved by another company, citing the issue as On arrival found system was locked on high pressure.I then reset the system,unit came back on ,found system running on high pressure
  150psi /409 psi ,I then checked flow center pump which were pulling right amps 1.90 amps,also checked specs at 70 degrees entering
  water system pressures should be below whats system at now ,I then took little be out unit is running but charge needs to be balanced
  .unit is not operating efficiently.
  Customer is calling the other company that charged system recently.
  The customer contacted us in September 2023 to inform us that she believed we broke a door to her home. We sent our QA team to inspect the damaged door and found that a bolt was broken, but there was not evidence that the door was hit hard enough by the equipment we carried through it to cause the damage. The customer was unhappy with this response and we further offered to meet a third party inspector to assess the door. If the damage was assessed by the third party inspector to be our fault, then we would accept fault and cover the door repair as well as the cost of the inspector. She was not satisfied with this offer.
  In regards to the repair, the customer stated that she did not believe the initial repair worked. Based on our initial assessment of the unit and modifications made to it, the repair made was a necessary repair to get the unit operating. It was determined to be working correctly when we left.Had the customer allowed us to return free of charge, we would have corrected any follow up issues that occured.

  A refund of the cost she pair to the second company was offered in addition to a return visit, which the customer declined.

  Customer Answer

  Date: 04/02/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21386644
  
  I am rejecting this response because:
  
  I'm not  asking for a refund I paid to the second Co. 

  i am asking for a full refund of $950 which I paid  to My Plumber Plus.  
  the repair did not last even for a week. My HVAC stopped working.   I made several calls to My Plumber plus  to come back and see what happened.   but my calls were not returned.  

  
  So I had no other option but to call  the second Co. so my HVAC could be repaired .  We had been without AC since July when the merchant first came  on July 13,2023 to diagnose the cause . 
  

  Repair was completed on 8/10/23
  
  I am asking for full refund of $950 which was paid to My Plumber on 8/10/23 for a repair which did not last even for a week. 

   

   

  
  Regards,
  
  *************************
  
  
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 04/04/2024

  I reject merchants response to the damaged door. 
  

  the merchant my plumber sent a member from their QA team to inspect the damage door in the basement. 
  he found the bolt was broken. 
  He told me he would bring the part and fix it.  But he never diid. 

  the service techs brought a large plenum ( size 34x28x 34 1/2) into the basement. They used basement double doors to bring it in. Since it was a large piece they had to open both  glass as well as screen doors) they used the doors but did not realise that one of  the screen doors had a bolt which needed to be opened  - but the technicians  rather used force  to open the door resulting the bolt to be broken. 
  my plumber offered to meet the third party inspector to ***** the door but third party refused to come and said they would not know how the door was broken. 
  

  when I first opened the basement door  to give them access to  go back and forth to their truck in case they needed something from their truck.   I did not notice the door was broken.  It only broke later when they brought the big plenum into the basement.  Unfortunately I was not  present in the basement when they brought the plenum in. 
  My cleaning ladies noticed the door was broken when they  were cleaning the basement in August the same month when my plumber came to replace the plenum.  The door was  good before that time.  The service technicians should have brought it to my notice  if they found  the door was broken . But they did not. 
  I would  like them to please get the door fixed. 

   

   

   

• Initial Complaint

  Date:02/05/2024

  Type:Order 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.

  To Whom it may concern,On January 25,2024 a technician from My Plumber Plus came to my home to work on the **** unit. Work was completed successfully. The technician charged me $25.00 for this job. I received an email of the invoice with a description of ************** I did not sign up for ************* membership.On January 26, 2024 I received notice welcoming me to the ************** I called and spoke to someone on the phone and let her know that I did not sign up for the membership. I did not hear back from anyone so assumed I had been removed from this service.Today, February 5, 2024 I received a text asking me to make an appointment for prepaid semi-annual maintenance. Once again, I called several times today, spoke to a ****** a ******, and a few other operators reiterating that I did not sign up for the ************* and wanted to be removed from this service.Ms. ****** sent me a copy of the contract. I never saw this contract when the technician was here, I don't recognize the signature as mine, and I would like to please be removed from this service. I was also told that in order to be removed from this service, Ms. ****** would have to contact the technician who came to my home, find out the actual cost of the service .... pay that and then they could cancel it.This evening, Ms. ****** gave me a curtesy call, stating that on her end she has cancelled the ************* membership, and that sometime tomorrow, someone from management would be contacting me after speaking with the technician. I am hopeful that Management will also help me resolve this issue.Again, I did not not sign up for ************* Membership. I wish to be removed from this service.Thank you,*******************

  Customer Answer

  Date: 02/29/2024

  This issue has been resolved as of now. Thank you.

• Initial Complaint

  Date:02/05/2024

  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.

  On 1/22/24, the plumber of the My Plumber Plus company came to our house and told us that the removal and installation of a new faucet (bathroom sink) was over $ 600. When we were shocked about the price, the plumber gave us a discount and we paid $ 480. After the plumber left, we noticed that the faucet was not mounted correctly on the sink. There was a gap between the base of the faucet stem and the sink on the right side of the faucet. The left corner was in a correct position.With the price that they had charged, we were debating whether to call them again and possibly getting charged another $ 90 just for coming out. My husband looked at the faucet and was able to tighten a s**** under the sink and fixed the problem. In other words, the plumber had done this in about 15 minutes and had done a sloppy job for $ ****** We have pictures! Since 1/24/24, we have called the company 5 times (1/24, 1/29, 2/1, 2/2, and 2/5/24) to make a complaint and requested to talk to a manager. We were told it takes 24 to 72 hours for a manager to respond to a complaint. Nobody called us back to discuss the matter. Total disrespect for customers! So far, the staff has built a firewall around the so-called managers (they are either in meetings or not in the office) and we were basically shut down. On 2/5/24, ****** who answered the phone when I called. She hung up on me when I stated that they build a firewall around their managers. Supposedly, the company is recording phone calls...I hope that is true, because there will be a record of all our (patient) attempts to get this matter resolved.We are asking for a $ 90 refund for sloppy work.

  Customer Answer

  Date: 02/28/2024

  Dear *** or Madam,

  The complaint was resolved by the company. Thank you for your assistance.

• Initial Complaint

  Date:02/01/2024

  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.

  I am a My Plumber Plus Priority Plus Member. This complaint is in response to poor customer service since becoming a customer 2 years ago. This membership claims to have one of their reps call you regularly to schedule inspections, but when I first called in a few weeks ago, the rep mentioned that inspections are well overdue. They are not prompt on calling. Additionally, I asked about other services when I was able to connect with a rep about specifically the electrical inspection, which is claimed to be performed annually, but was never offered. The rep that I spoke with said that is not something they typically advertise as you have to plan for one of those about three months into the future. After scheduling HVAC and plumbing inspections, the rep also stated the plumbing inspection would come with a water heater flush, which was not performed. During the inspection for plumbing the technician did not perform any of the following services outlined in the priority plus benefit list. (Water Pressure Test, Test of drinking water, washing machine hose evaluation, check faucets for leaks, dye test toilets, check drain flow, check garbage disposal, or test and label all emergency shutoff valves, or an annual plumbing video inspection) This was a similar experience the last time they performed this plumbing inspection as well. Many technicians who have serviced my home have smelled like marijuana and completed inspections in 10/15 minutes. Monday 1/29/24 I called to cancel my membership. The rep informed me that membership could not be canceled on a call and I must send an email to cancel. After sending the email to the address provided, I then waited 24 hours before sending another email, including the service email address as well, but there was no reply. After waiting another 24 hours I sent a third email requesting to cancel, but I have still yet to hear back today as of 2pm on 2/1/24.This membership does not provide the services promised. I want a refund.

  

  Business Response

  Date: 02/27/2024

  The membership in which we agree to perform 4 preventative maintenance visits each year commenced on 10/25/22. The first **** maintenance was scheduled and completed on 11/1/22. A plumbing maintenance was schedule and completed on 2/6/23. An electric maintenance was schedule on 2/20/23, but canceled by ************ since he would be out of town. He said that he would call us back to reschedule. An **** visit was scheduled and completed on 3/21/23 and 8/10/23. A plumbing and **** maintenance were schedule on 1/24/24 and completed. Each visit has a checklist that is completed to document all items were checked, which I'm attaching for reference. We attempt to schedule the **** visit approximately every 6 months and the plumbing and electric visits once each year, or at least 10 months apart. It appears that ************ contacted us proactively before each service was ready for us to reach out to. In the year and 3 month duration of his membership, 7 visits were scheduled and 6 were completed. If any concerns arose from those visits, we were not made aware to be able to make corrections on our end, including through the cancellation when we were only notified that ************ was moving out of our service area. It is regrettable that it took longer than expected to process the refund request, however, per the terms of the membership agreement, we will not issue a refund.