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:05/27/2025

  Type:Product 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.

  I have a yearly PPP3 maintenance plan with ********** Plumbing, which covers a free, full home inspection 1x/year. Date of service for this inspection took place on 3/18/25. I had also asked them to check a leaking faucet and an issue with a toilet that had been ongoing since the last technician had replaced items on each of these appliances. Upon home inspection, the technician ******, replaced some parts of the faucet and toilet and he questioned a part on the hot water heater (the possibility of a yellow hose and copper piece out of speck (********** Plumbing installed the hot water heater in 2023)). ****** was supposed to check on the hot water heater piece and get back to me. I did not receive any follow up from ****** on the hot water heater. I ended up speaking with the manager, **** on 3/19/25 after noticing that I had been overcharged for services. **** agreed I was overcharged $350.00 (due to parts and services under warranty) and submitted the refund request. He also said he would f/u on the hot water heater and get back to me, I had noted my concern on it's safety since it was a gas appliance. I have since made 3 additional calls (3/28/25, 4/8/25, 5/1/25) to get an answer on the hot water heater, **** stating on 5/1/25 it was installed correctly and up to code, that he installed it himself and had pictures of the installation. At this point in time, there is still no resolution on the refund. 5/12/25: spoke with ****, he said I needed to call *****, accounting manager regarding the refund. I have since left 2 messages for ***** with no response (one message left with receptionist on 5/12/25, the other I was sent to her VM where I left a detailed message on 5/20/25). As of 5/27/25, ***** has not returned my calls to update on when I will receive the refund of $350.00. I have detailed notes from each phone call I have made and can provide that information if it would be helpful. I appreciate your time and assistance with this matter.

  

  Business Response

  Date: 06/06/2025

  I apologize for the delay.  I was out of town for several weeks due to a family member in the *** for an extended period and I just returned from the funeral.  I have finished your refund and am mailing it to you.  You should receive it next week.

  Customer Answer

  Date: 06/08/2025

  Thank you to the BBB for assisting with this matter.  I hope to receive my $350.00 refund soon.  I understand that things happen requiring employees to be out of the office for extended periods of time, though there was no communication regarding that.  The lack of communication was not just centered around the refund, there was also a lack of follow up and communication regarding whether or not a gas appliance was operating safely.  I was hoping for more from Robinsons Plumbing when I paid for the PPP3 plan.  I have reviewed the offer made by the business in reference to complaint ID ********, and find that a refund of $350.00 due to an overcharge would be satisfactory to me.
  

  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: *********************************************************************************.
  
  Regards,
  
  ***** ******
  
  
  

  
  

• Initial Complaint

  Date:05/25/2023

  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.

  Date of service was 2/14/23 Location: ********************************************************************************* We called for a plumbing issue. While there the employees said that they didn't know how to do the project and that it was difficult. The tenant then called me and asked that I find another company who could do the job. We both called on three-way conference calling to detail the experience to the company. We were told that we had to speak with the service manager.Over the next few months the service manager was nearly impossible to reach. He did call a few times but around 6am and I was asleep. He did eventually assure me that he would take care of it with the owner. Now I am in contact with the owner *****. Ever since then they are trying to collect on service that wasn't done for $256. This is fraud. I had to hire another company to do the job for $425. They say that they could have come back but this was months after we had the issue. That is not acceptable.The owner ***** refuses to verify with the tenant that the work hasn't been done. They are the only ones who have no financial interest and ***** is instead relying on his dishonest employees.We are requesting that the bill be at zero and a sincere apology for the abuse and fraud.

  

  Business Response

  Date: 05/26/2023

  Mr. ***** contacted us representing Goodness Gracy LLC and requested service on 2/14 to address the shower faucets in two bathrooms at the same address.  One was difficult to operate and the other had a leak.  As a commercial customer, Mr. ***** was informed that the bill would be based on time and materials and that payment was required on the day of service.  Mr. ***** agreed to these terms.  The hall bathroom shower faucet was very difficult to operate when we arrived. We disassembled, replaced the bib washers and screws and greased it to make it easier to operate.  The clear plastic handle was also found to be broken, we didn't have a matching handle on the truck so one would need to be ordered and we would have to return to replace it.  The master bathroom shower was disassembled and found to have stripped out delta cartridge extensions due to improperly sized screws.  We determined what extensions needed to be ordered and would need to return to complete the *********** they arrived. Once the tenant was notified that we would need to order the parts and return to complete the repairs, my technician was asked if he could rig something together with what he had on his truck to repair it.  My technicians are trained to make repairs using the correct parts so he replied that he didn't know how to rig something together.  Mr. ***** would only communicate through his tenant during the service call and refused to answer when my technician called to collect payment for that day's services.  Of course we would not return to complete additional work when Mr. ***** was refusing to pay his invoice for the work that was completed.  Robinson's Plumbing Service completes thousands of service calls each year and has an excellent reputation in ************************* is only being invoiced for the time and materials provided during that service call on 2/14.  Mr. ******* refusal to pay his invoice as agreed is theft of services. 

  Customer Answer

  Date: 05/28/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Tenant states the service was not completed. Owner will not verify it because he knows that his employees lied.
  
  Regards,
  
  ****************