Complaints

This profile includes complaints for Henco Plumbing Services's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Henco Plumbing Services

  313 NW 209th St Ridgefield, WA 98642-5702

  
• 

  Henco Plumbing Services

  2001 Main St # 204 Vancouver, WA 98660-2673

  

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:03/21/2024

  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.

  11/29/23. Henco plumbing gave bid for boiler replacement. Replacement was to take 2days - it took weeks and still waiting to have repairs to flooring which they said they would fix. There were charges that I was not told of and should have been included in MATERIALS and LABOR. First technician quit and replacements knew nothing about the system being installed. Had to bring in electrician to fix error they made since Henco would not send someone out. At his time they are not responding back to me.

  

  Business Response

  Date: 04/12/2024

  Hello *****,

  Im sorry to hear you havent bewen able to connect with anyone. Our install manager was taking care of you on this and he hasent missed any attempts to connnect. 

  The price from the original estimate did not change at all. There was a request to break down the cost so we broke it down, but no additional amounts were added. Origanal bid was $12,777.50 and we billed $11,988.50 as we added a discount already. 

  We did have a Tech leave, so we backfilled with a Tech with the same skillset. As far as the electrical, we hired them to come figure out to diagnose why the low voltage was not translating properly. 

  Our Install manager reached out to offer to schedule the flooring repair and that was rejected with (only wanted a discount on the job). We are still more then happy to come make the repair on the floor for you. 

  Our install manager is going to reach out today 4/12 to try to re arrange this appointment to repair the floor 

  Thanks,

  ***

  Customer Answer

  Date: 04/16/2024

   
  Complaint: 21467819
  
  I am rejecting this response because: 1.company was not open with charges since I would have disposed of old boiler.

  2. Second tech said he had never worked with boilers

  3. date set to fix floor Jan 17 but did not show or call.  Texted them Feb 20 to find out when they were going to fix floor or give me a discount.

  4.)  first break down invoice shows charge for financing-contacted **** and they said no charge.

  5.)  didnt sign - 

  photos wont load

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

  

  Business Response

  Date: 04/23/2024

  *****, 

  When we create an estimate it includes the entire replacement and removal of boiler. Most customers do not want to deal with disposing of the unit due to them weighing hundreds of pounds. The only time we do not dispose of these units is if the customer requests this. Its a built in cost. 

  Max, *** and **** are all techs that work on boilers so i'm not sure where that information is from. 

  It does look like you had let our install manager that tentatively the 17th works for the floor repair because you were out of town and then we never got a confirmation. 

  You did reach out on the 20th and stated that you don't think a repair will work, my manager stated we would replace the whole floor. We are waiting for you to pick out a flooring so we can get this done for you. 

  Henco does not charge any financing fee.

  The Bid was for $12,777.50 we gave you a $-789.00 managers discount so we charged  $11,988.50 and there is no fees attached to this. 

  Thanks,

  Wes 

  Customer Answer

  Date: 10/29/2024

  The problem has not been resolved and Henco is not responding to my texts to complete the job. The flooring they are to install has been sitting in my house since July. I would like the job completed so I can move on. I feel that they should not get paid till completed. Your help would be much appreciated. Thank you ***** *********

  

  Business Response

  Date: 11/19/2024

  Hey *****,

  We subcontracted a company named floor coverings international to replace your flooring. On 8/8/24 made a down payment to them, they said they would take it from there. 

  We recently got updated that the guy from Floor covering International had dropped the ball. It sounds like we are on track now and the flooring is being delivered and installed this week. 

  We apologize for the delay and want this to be resolved and behind us as much as you do. 

   

  Customer Answer

  Date: 11/25/2024

   
  Complaint: 21467819
  
  I am rejecting this response because:

  This fiasco started 11/22/2023 when Henco came to give bid for a boiler. Installation was quoted to take two days but went on till Dec 16th since they installed thermostats backwards and I had to have someone else correct the problem since Henco did not respond.  That cost me $100. 
  First ********* quit after two to three days and two new *********s came in to finish the job. They told me that they had no experience with boilers. Henco had to bring someone to redo venting since the first ********* installed wrong. 
  Contacted BBB on 3/21/2024 since wasnt getting answers from Henco. After contacting BBB Henco responded about flooring but has taken till 11/22/2024 to get it replaced. Henco is blaming flooring company for dropping the ball but Henco should have been contacting flooring company weekly till job was completed. I feel that I should be COMPENSATED for the inconvenience, time ( hours spend having to be home for bids, *********s etc) and stress. It should not have taken a year to get this job done. 
  
  Sincerely,
  
  ***** *********

  Customer Answer

  Date: 12/05/2024

  As of 12/5/24 the flooring has not been completed.  The project has been started but a few things have not been completed.  Crawl space door need to be done. Also waiting for paperwork on warranty, brand name and order number. 
  A few comments that Henco stated are false but no way of proving unless you talk to technicians.  I have tried to be available when needed but I do have things to do.  I have lost track of all the times I had to be home to let someone in. 
  Thank you  ***** *********

   

  

  Business Response

  Date: 12/09/2024

  Hello *****, 

  I will reach out to the subcontractors to see why this project is being prolonged.

  Warranty's, model, serial number and brand name are on your profile, I will make sure they got sent through to your email. 

   

  Customer Answer

  Date: 12/19/2024

  
  At this time Im waiting for the flooring to be completed.  The stripping needs to be applied to the crawl space door.  They fixed a couple problems two weeks ago and flooring company has not contacted me when job will be finished.  Emailed and called Henco but they have not responded.  It will be a year this month that this all started.
  Please help.
  Thank you and Happy Holidays,
  ***** *********
  
  Sent from my iPhone
  

  
  

  

  Business Response

  Date: 12/20/2024

  Hello *****,

  **** with Henco has been in contact with you. All of your warranty information has been sent to your email. Any questions or concerns please contact **** directly as you two have been in contact. 

  **** will reach out to the flooring company again to see where they are with the final touches. Then he will call you to update you. 

  Thank you, 

  Wesley 

  Customer Answer

  Date: 12/30/2024

  Hello
  Answered last BBB response on 12/19/24 and Im still waiting for date when flooring company is going to finish job.  It has been over three weeks and no contact. This is what I have been dealing with since it all started in 2023.
  Thank you
  ***** *********
  Sent from my iPhone
  

  
  

  

  Business Response

  Date: 01/14/2025

  Hello *****, 

  We got a confirmation that the flooring company was going to reach out directly in December. **** has a follow up call out to them to see why they haven't contacted you to schedule the final portion of the project. **** will be in contact shortly when he receives a response. Please feel free to text or Call **** at any time with any questions or concerns. 

  Customer Answer

  Date: 01/14/2025

   
  Complaint: 21467819
  
  I am rejecting this response because: it has been over a month since the flooring company was here.  It should not take this long to get trim to finish crawl space door.  
  
  Sincerely,
  
  ***** *********

  

  Business Response

  Date: 01/29/2025

   
  Dear BBB:
  
  Below is the details on our availability for a Mediation Hearing:
  
  Please Place list any dates you are specifically NOT available in the next 6 weeks: 
  
  
  
  
  Please Place an "X" next to the Day of the Week you are Available and work best for you: 
  
  ____Mon. ____Tue. ____Wed _X___ Thurs. ____ Fri.
  
   
   Please Place an "X" next to the Time  you are Available and work best for you: 
  
  ____ Morning __X__Afternoon 
  
  I understand that BBB will do its best to accommodation the information I have selected.  I understand that mediations are scheduled to start between the hours of 8 am and 3 pm, and must conclude by 5 pm.
  
  Thank You.

  Customer Answer

  Date: 02/05/2025

  At this time the flooring has been completed.  I would like paperwork on flooring, brand name and warranty.  I would like to be compensated for the time it took to get this job completed.  Started in 2023 and final finished in 2025.  Much time was spent on phone, texts and people in my home.  This job was quoted to only take two days. 
  Thank you  
  ***** *********

   

• Initial Complaint

  Date:01/24/2024

  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.

  Henco Plumbing completed our project on 10/31/2023. They were contracted to replace all plumbing throughout the home and were paid in full for service.That evening (on 10/31), due to improper install, the home sustained significant water damage due to a pipe joint coming undone and the downstairs of the home flooding.Henco came back out immediately the next morning to repair the broken plumbing and at that point verbally instructed us to get bids for repair/replacement of the damaged flooring and drywall. The service manager stated that they wanted to pay out of pocket rather than submitting to insurance (this later changed when the quotes to repair the home started coming back).We received multiple estimates and it was believed that the floors may be able to be refinished to avoid complete replacement (downstairs is one uniform floor). Early into the refinishing process the flooring contractor determined that the floor was in fact too thin in multiple areas to be refinished and concluded that the entire floor would in fact need to be replaced. Multiple attempts to reach Henco management to get approval that repairs would be reimbursed were made without any response. Attached is the latest email inquiry.At this point we are out of pocket entirely for the drywall repairs and half of the original flooring quote to refinish the existing floor without any acknowledgment or payment from Henco.The home is in a non-livable condition due to repairs having been initiated/flooring in an unfinished state and Henco will not respond to requests for approval to proceed with the replacement of the flooring. We are requesting that Henco respond to all correspondence sent and approve the request to proceed with the replacement flooring to restore the home to its pre-damage condition. Any day they delay responding will result in an alternate living accommodations charge and we need them to acknowledge and assume responsibility of that as well.

  

  Business Response

  Date: 02/06/2024

  Hi ********, 

  I have been in contact with the insurance company and from what I understand, you have decided to move forward with repairs and with the insurance company to reimburse you afterwards. If I got this incorrect or you have not been in contact with our insurance as they said, please let us know so we can make it right. We're really sorry for the mishap but very much appreciate your patience. 

  Best,

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

• Initial Complaint

  Date:12/28/2023

  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.

  In August we had Henco plumbing come out for a routine drain cleanout. The worker used far too much pressure causing backflow. The backflow ended up spewing sewage and grease from our drain for our washer in the garage over all of our belongings being stored there. Since then, outside of them fixing the structural work, we have received the run around. Were told we have to itemize everything affected but given no direction on it. I was injured while doing so, so we asked for help. Instead Henco finally put in an insurance claim for the loss. 4 months after the loss occurred. Now, weve been told again we have to itemize everything and if we cant do it ourselves, we must pay someone else to do it out of OUR POCKET. For a problem HENCO created. Extremely poor business practices. Feels like they are trying to get us to just drop it despite half of our belongings being ruined by literal p*** water. Adjuster for the insurance told us just to wash the affected clothes and clean the items that were hit with the spray. Which includes the washer and dryer that were completely covered inside and out with this water. ******** even told me to plug them in to see if they worked. Which, would most likely lead to a fire considering the components. Even told use the only PPE we need for a sewage job is gloves. If a water restoration used only gloves for a sewage job, people would get sick and OSHA would be called almost immediately. Its unsanitary.

  

  Business Response

  Date: 01/22/2024

  Hi ****,

  We are very disappointed with the result of this drain cleanout and hope to make it right. Our insurance provider has been moving at a slow pace, but someone from our office will be reaching out with next steps to rectify this situation.

  Best,

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

  Customer Answer

  Date: 01/22/2024

   
  Complaint: 21063287
  
  I am rejecting this response because:
  This has been an issue since ***************** was just put on it last month. Their adjuster tried to tell us to handle biohazard material ourselves. He then took a 15 min look at our belongings, not even opening any boxes, and sent in an estimate to the insurance. ***************** said they would send someone out to help us sort and itemize. That was a month ago. They sent the adjuster instead who DIDNT EVEN KNOW WHAT A CATEGORY 3 WATER LOSS WAS!!! We have a TENANT we have to refund parts of rent for since he cant wash his clothes at home still. I worked in water restoration. I know my rights here and this is beyond ridiculous. Its to the point I made a complaint to a member of Congress and it was bad enough they want me to call them to get the story on the record. Beyond ridiculous 
  Sincerely,
  
  *************************

  

  Business Response

  Date: 02/12/2024

  Hi Dane,

  I'm under the impression that the settlement check has been issued and BioManagement NW has been scheduled to remove the hazardous material. If something still has not been rectified, please don't hesitate to reach out.

  -Lane Wood 

  Customer Answer

  Date: 02/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/22/2023

  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.

  Henco accepted 100% payment for a job upfront, but they in fact did not finish the job and I had to discover the job wasnt complete by doing my own detective work. I paid Henco over 11k to re-pipe my condo, they said the job was done and had been inspectedbut when I went to check out the properly later, I discovered they had left water pouring out of the bathtub faucet for a solid week. I made several phone calls regarding the water being left on and finally figured out that they had not replaced the valves at all. I demanded my money back - nothing. I asked to see the approved inspectors report - nothing. I highly doubt it was ever legally inspected- it would be astonishing that an inspector and Henco employee together would not notice a gushing water leak. Next step is to consult with the HOAs attorney. Henco has so far only agreed to pay my electrical bill, as they also set my HVAC to 60 F for the entire week during 100 degree weather.

  

  Business Response

  Date: 01/22/2024

  Hi *****,

  In reviewing your customer profile, a refund of $300 was processed on 9/13/23. If your issue is still ongoing, please call the Henco office and ask for *****************.

  Thank you for your patience and working with us.

  -Lane Wood 

  Customer Answer

  Date: 01/23/2024

   
  Complaint: 20643465
  
  I am rejecting this response because:

  This response only addresses the electricity bill caused by Hencos negligence. It in no way addresses the multiple failures including failure to actually complete the job until I did some research and discovered that the job was not complete, despite Henco stating it was complete and accepting full payment. It also doesnt address the risk of flood Henco caused by leaving active water flow (not a drip- bathtub faucet at **** in an empty unit for a week. It also does not address my request (after discovering the job had never been completed) to see the inspectors sign-off of the job. The building manager was kept updated on all events as they occurred to help inform the *** on hiring for future plumbing work in the building. 

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

• Initial Complaint

  Date:01/09/2023

  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.

  I smelled a faint smell of sewer gas in my bathroom for a week in July of 2022 and called Henco. One of the lead plumbers came out and said, "I'm sorry to tell you this but it looks like a shower pan failure and a broken pea trap." Let me call my guys at ******* to come out and give you an estimate to pull out your shower and explore further. Then we can come back in and reinstall a tub / shower, but you'll need a contractor to replace the tile. Our work can be done in just a few days. The rest is dependent upon contractor time.At the same time, plumber recommended replacing all of our fresh water lines in our **** post-war cottage for an estimated $13K. I understood that the old pipes were corroding so would be removed and the new lines installed. Instead, it took them half a day to install new plastic water lines alongside the old piping and a second half day to flush the on-demand water heater and the line out to the street. For $13,000!******* came out and estimated a 4-6K fix for the shower. I asked how long the demo would take and they said just a day or so. Three days later, they came out and demo'd the ENTIRE bathroom (floor, shower plan, tile, and trim), rendering it unusable. Henco came out and temporarily reinstalled the toilet but we had no shower, so off to a hotel we went. This was July 23, 2022. We left that hotel on September 6, 2022, more than 2 months later.The shower pan turned out to be just fine. The water damage was in the shower wall, and was due to loose tile and the accumulation of water over time running down the wall and into the shower pan. There was some spillover into the floor, but it certainly didn't require an entire bathroom demo. Poor business, poor quality work.******* demo cost me $10k. The bathroom reinstallation $7K. The fresh water pipes, $13K. $30K for work that didn't really need to be done. I'd like Henco to reduce the fresh waterline cost by $10K. Thank you.

  

  Business Response

  Date: 01/15/2023

  On December 7th, 2022 *********************** sent our Service Manager *********************************** an email detailing her job and dissatisfaction of everything up to that date. The plumbing work performed at her job was sound and the timing of several unforeseen problems with the condition of the home, especially the aged plumbing/piping system exacerbated each jobsite activity, all this while working in tandem or around a ************************* helping to resolve the customer's issues with the property as well. On the email attachment outlining an email exchange from December 8th, 2023 and December 9th, 2023 that was the follow-up to a verbal conversation that the Henco Plumbing Services Operations Manager had with *********************** on December 8th, 2023 where we agreed on what she stated would satisfy her. This was to have the total balance due that she had financed reduced to her specified amount. Which we did as this was fair based on the situation and to maintain a positive relationship with the customer. We forgave the balance due by $ ******** (PDF of the invoice attached) The email PDF exchange from December 9th, also shows where both *********************** and the Operations Manager validated this resolution. Currently on January 10th and 11th, 2023(attached) we resumed communication with the customer to help her resolve a situation she had with the finance company. We refunded $2,010.00 to *********************** to resolve the issue she was having due to the finance company selling her loan prior to our forgiveness of the December 8th, 2022 amount. We still maintain a cordial relationship with ***********************. Her property's age and hidden conditions of the walls were the main factor that created a difficult service situation. 

  Customer Answer

  Date: 01/18/2023

   
  Complaint: 18712471
  
  I am disputing this response. Although the attachments are accurate and Henco did finally write off their portion of the bathroom work after several return trips and lack of resolve (agreeing that it was poorly managed and that some compensation was due for my trouble), the fact remains that their products are of very poor quality, the quality of their workmanship questionable, and their management of the work lacking in professionalism, and their business ethics not measuring up to what one would expect of a plumbing service company. As noted in my first complaint, I do not believe that the extent of the work performed was necessary , and citing the age of the house and the conditions of the walls as their excuse is unprofessional. 

  The house was built in ****, has been well-maintained and is of solid construction. When they indicated what work needed to be done, and led me to believe that they would partner closely with the demo company to ensure that the work would go smoothly, they dropped the ball and the demo was more extensive than it needed to be.
  

  While they were here, they indicated that the pipes below the house were showing corrosion and although none were leaking, they recommended replacing then with new fresh water lines. I assumed that replacing the fresh water lines meant truly replacing them. What they did instead was leave the old piping, installed new plastic piping, and charged me 13k for that work. This to me falls under the category of deceptive practices and I feel i have been taken advantage of. 
  

  Thank you for the opportunity to respond. 
  
  Sincerely,
  
  ***********************