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:11/03/2024

  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.

  10/16/24 Date of service. Called Blau for a service call to provide an estimate for a (leak) coming from the (dishwasher). We discussed a service charge to come and estimate what the issue was. The cost was ($59.00). Keep in mind, my husband wasn't around at the time. The Service man quoted (3) proposals that confused me. The first proposal was for $2963 to fix problem and install new (dishwasher, please see receipt/invoice. We declined as we were only trying to fix a (leak) from the dishwasher. There is no way you pay almost $3,000.00 to replace fix a pipe to a dishwasher. We ended paying for proposal #2 to clear standpipe from dishwasher, still confusing but we decided to pay $450 to fix this for 2 hours or so of work. Again I am being told alot of jargon and am unfamiliar with other issues that we weren't aware that we had to replace. Service Tech fixed the (leak) and discussed a #3rd proposal to replace a sand trap pipe. We had a leak that wasn't there before and now is leaking and now we are being told that we need to pay another $500.00 to fix this. Please see invoice.We live in a condo and our (pipes) should be up to code and we were being told alot of things that seemed to amount to alot of money and no (new) dishwasher involved; other that the first proposal; which is preposterous. I feel like I was taken advantage of being a female and not having my husband around to go over what took place. We asked to have a (leak) fix concerning the dishwasher and now we need to spend over $1000.00 to fix something that didn't exist before. We would like a refund and would deal with a reputable company in the future. We may not know the ins/outs of plumbing; however we feel like this Service Technician, took advantage of a small matter to make additional monies and left us with an issue we never had before he came, other that the leak from the dishwasher.

  

  Business Response

  Date: 11/16/2024

  10/16/24 Our service technician determined that the dishwasher stanpipe was clogged, he advised Mrs ******* and documented on his work order that we would attempt to clear the line for the quoted price and went over with her our policy that states that we are not resposible for drain piping that may break/leak or if our cables get stuck in the piping, that policy is printed on our service work order. Mrs ******* authorized us to perform the drain clearing, signed our contract, paid us to perform the drain clearing task and our service tech did so. Once the clog was cleared the trap leaked and he quoted to make the repair. He also quoted other work as shown on the contract. Mrs ******* declined us to do any further work and our service technician left. Our signed contract states we did what she contracted and paid us to do. We have reached out to Mrs ******* (phone message) and would be willing to offer her a 10% in goodwill if she wants us to return to make the other needed repairs but have not yet heard back. 

• Initial Complaint

  Date:08/04/2024

  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.

  Plumber **** came to our home on August 3 to replace the shower and tub spout. **** was at our home for 2-hours, he left the job without completion. **** reported the brand-new tub spout he was presented is not functioning properly, he therefore could not stop the water leaking from the spout. **** told us that he had to leave for he had 6-more jobs to address. **** told us that we had to purchase a different spout, when that happens, **** will return to complete the job. We did later return to ********** and purchased a new shower system. **** left the job without any attempt to clean it. It took my wife at least 2-hours of cleaning. The worst is yet to come. **** left the job cracking 3-glass tiles, leaving a large hole in the glass tile next to the tub spout. After **** left, we felt devastated. We could not sustain any type of sleep that night. A new plumber **** did come to our house the following day. He did work on the tub spout that **** could not repair and reattached it to the wall, no leaks noted. **** did enclose the large hole in the tile next to the tub spout with caulk. Please call me.

  

  Business Response

  Date: 08/17/2024

  We have discussed the situation with both service technicians involved. The homeowner was advised that there is always a risk of damage to fragile tiling when replacing a shower faucet and/or tub spout which our service technician documented on our contract. We have determined that a full refund is not justifiable however in goodwill we are willing to offer a $200 refund. 

  Customer Answer

  Date: 08/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  *********************

  *********; never did verbalize to us the possibility of the glass tiles breaking. Interestingly, when the glass tiles were initially installed, the plumber attached the new shower kit, no damage of the glass tiles occured. I repeat, **** never had a vebal conversation with me and my wife about the possibility of the glass tiles breaking. Furthermore, there remains a large hole in the glass tile that has been filled with caulk.  **** could not stop the new faucet spout from leaking. Each time when he would work on that area, he would create a larger hole in the tile. I am confident, if we had a competent plumber at our home that day, there would be no need to involve the better business bureau. If **** had informed us that would be no guarantee that he could not secure the safety of the glass tiles, we would have sought a different plumbing company.

  

  Business Response

  Date: 08/22/2024

  We spoke again with our service technician who reiterated that he documented on our service work order that we are not responsible for any tiling or drywall damage. We've attached a copy of the signed contract. We standby our initial offer to refund $200, no further adjustment. 

  Thank you

  Customer Answer

  Date: 08/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  *********************

  I am not talking about drywall, it is the glass tiles he destroyed. The plumber never did inform us that he had cracked our tiles. He was too busy talking about his personal, where his first ***** was conceived. 

  Customer Answer

  Date: 08/27/2024

  This email regards the property damage committed when installing a shower kit on 2 August 2024.

  
  

  Upon signing the contract, my wife was unaware of the statement NO WARRANTY, NOT RESPONSIBLE FOR TILE OR DRY WALL. We are both under the impression that this statement must have been added after my wife signed. Because we were unaware that the company was not liable for property damage, nor were we notified in any way by ****, the individual who executed the installation of the shower kit, it is reasonable that the company, Blau Plumbing and Heating should refund an amount much closer to the cost of the installment. 

  
  

• Initial Complaint

  Date:06/06/2024

  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.

  I called this place of business asking for a quote. I was informed by *** the owner someone would come oht between noon and 2. The guy did not get to my house until past 3:30 (i understood things happen) i was quoted 940 for the job which i was fine with ***** did the work and did not explain much of anything other than no warranty at the end of the job. (Very upsetting to say the least). He left once i went down to my basement a HUGE mess was left and i was NEVER notified. I cleaned it and took pictures. I called the facility and spoke to *** the ***** he have me a different number to call. I called and spoke to ******** i expressed my concerns and she informd me she would let *** the owner know. I was flabbergasted that i called *** and he didn't address my concerns when i called him. I had no idea *** was the owner until ******** told me she would relay my concers. With over a 900 dollar job im highly upset i was pushed off and NOT listened to. And on top this establishment could care less my basement was left smelling and a huge mess. I have cats who roam the basement and this is beyond unacceptable

  

  Business Response

  Date: 06/25/2024

  On 6/6 the customer called asking for ********************** due to a backing up sewer, we informed her of our $39 trip charge and that our service tech will determine what needs to be done and quote the cost of the work. Our service tech quoted the price to attempt to clear the sewer line. The customer signed out contract and paid the technician authorizing us to perform the work. It is our policy that the work is paid for before we start. Our technician did indeed advise the customer that we are unable to offer our 30 day warranty due to the foreign objects (female products) found in the drain line. Concerning the clean-up it is not company policy to clean up a mess after a sewer back up, however we did offer to send someone over when the customer called the office but she declined anyone coming back to her home and that she had cleaned it up. We stand behind our signed contract authorizing to perform the work but in gesture of goodwill we will offer the customer a 10% discount.

  Customer Answer

  Date: 06/25/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:05/07/2024

  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.

  When this company came out to help us with our plumbing issue they cut a hole through the wall and added shut off valves to our pipes which was less than an hours worth of work and only cost approx. $30 in parts which in result they charged us over $1000. Which we thought seemed a little outrageous but paid it. Then speaking to plumbers and other plumbing companies that all told us that is absolutely horrible and also it doesn't even come close to having the full job finished by any means. When I called the company they told us to send an email to their customer ********************** which we did and I just happened to miss the owners phone call but tried calling him back immediately, he ignored the phone call and his voicemail box was full and has yet to contact us back again. After using them and talking to others about this company it sounds like it's a common thing with them.

  

  Business Response

  Date: 05/16/2024

  5/16/24 Spoke with customer and offered a billing adjustment. He verbally agreed and we will issuing a refund check

• Initial Complaint

  Date:07/19/2023

  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.

  Blau ****** installed a toilet for my mother. She did not inform her adult children. She is elderly with dimentia. Anyone can see this. **** charged her $1,778 for the toilet. That is two months of her fixed income. He told her he needed to pull a permit. Her city does not require a permit. The toilet is now the most expensive item in the entire house. A company with some integrity would have seen the situation and informed her that there were other options out there. I had my toilet replaced last year, full service, and paid $600 for toilet and installation. This is really disappointing to see Blau take advantage of someone like this. Disgraceful.

  

  Business Response

  Date: 07/30/2023

  After assessing the homeowner's toilet our service technician found the flush valve was broken and the bowl along with the flush jet were plugged with calcium deposits. The only logical solution would be to replace the toilet. The howeowners agreed and expressed that the existing toilet had been problamatic ever since it was installed. We provided 2 proposals for different toilet options that would fit in the existing location as well as have the larger bowl **************** desired. She first thought she would think about her options and get back to us with her decision. Before we completed our paperwork for the service visit **************** decided to have us replace the toilet. The service tech asked her if she wanted to check with any family members before proceeding but she said no and that she wanted the toilet replaced as soon as possible. We installed the new toilet later that afternoon. 

  Once the paperwork was received in our office I noticed that the service technician did not apply our 5% senior discount to the cost of the toilet so I not only refunded the 5%, I refunded an additional 5% in goodwill as we have money saving coupons offered on our website that they did not take advantage of but as a gesture of goodwill the refund included the online savings offer bringing the refunded amount to 10%

• Initial Complaint

  Date:06/02/2023

  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.

  a year ago I need a new furnace and I thought I could trust this company to help me with this problem. I was assured by there sales person I would get a replacement furnace equal to existing furnace in my house but of course new model. Well we where given 2 choices and being on social security we chose the cheaper of the 2 and some days later the furnace was installed. To make a long story short the furnace they sold us is way too small for our house our heat bills for winter doubled over old 13 year old furnaces. After many trips trouble shooting heat and Ac problems and a review I left and a call from the owner I was to they would Replace The plenum that (THEY DAMAGE DURING FURANCE INSTALL FOR IF I BUY A NEW AC UNIT FOR $5000) What is free about that as a result I have to turn my AC off Manually and I can nit get my house cooler than 79 degrees.Also Would Like to add I did not know I need to be ****** educated thna the furnace people both options of furnace we where we where given to purchase for our home wher ****** btu. I did not know know then what I learned Later and guess they do not know and should know. Standard Calc. to furgure furnce size for Midwestern *** 60btu/sqft my home = **** sq ft = ***** imagine that I did not know that at the and I trust The HEATING COMPANY I WAS Da year ago I need a new furnace and I thought I could trust this company to help me with this problem. I was assured by there sales person I would get a replacement furnace equal to existing furnace in my house but of course new model. Well we where given 2 choices and being on social security we chose the cheaper of the 2 and some days later the furnace was installed. To make a long story short the furnace they sold us is way too small for our house our heat bills for winter doubled over old 13 year old furnaces. After many trips trouble shooting heat and Ac problems and a review I left and a call from the owner I was to they would Replace The plenum that (THEY DAMAGE DURING FURANCE INSTALL FOR IF I BUY A NEW AC UNIT FOR $5000) What is free about that as a result I have to turn my AC off Manually and I can nit get my house cooler than 79 degrees.Also Would Like to add I did not know I need to be ****** educated thna the furnace people both options of furnace we where we where given to purchase for our home wher ****** btu. I did not know know then what I learned Later and guess they do not know and should know. Standard Calc. to furgure furnce size for Midwestern *** 60btu/sqft my home = **** sq ft = ***** imagine that I did not know that at the and I trust The HEATING COMPANY I WAS DEALING WITH WOULD Not sure kind off legal options I have currently checking EALING WITH WOULD Not sure kind off legal options I have currently checking

  

  Business Response

  Date: 06/20/2023

  We installed a new furnace for **************** to replace his failing furnace. The prior installation of the failing furnace was not properly done per the manufacturers installation specifications. Most of the defects were covered by a finished wall system that the homeowner elected to remove AFTER we installed the new furnace. When investigating why the air conditioning system wasnt cooling satisfactorily it was brought to our attention by the manufacturer that the indoor coil & outdoor condenser were not properly matched.  The manufacturer recommended that the cooling system be removed and replaced with new equipment. We offered to do this for the homeowner and supplied him with our proposal. We also offered to replace the thermostat at no cost as he was insistent that the thermostat was the cause of his problems however he declined having us do that for him. *************** is free to contact us at any time should he decide to have us back to replace his cooling system per our proposal.

  Customer Answer

  Date: 06/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

  I keep being told by this company that my ac system has to be matched to be matched to my current furnace. Thais note issue here they Damage My pleminum during furnace install and theay admitted it. But yhey say  to remove and repace it for FREE I MUST SPEND $5000 DOLLARS Because my AC unit has to be matched to my furnace that is so not true. I live i a culdesac with six other houses no one has a match AC unit and AC works great and I have talked to the current sevearl heating and cooling places about this subject and they no of no customers they have who have macthed systems so I am ****** Railroded Here I want what damaged done that the did fixed because all they have done is Air Condidion my basement very good and done very liite for my hose do to the damge they did during there installion some trainee was not qualified to do.

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

  

  Business Response

  Date: 06/24/2023

  Please see attachment