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Jordan & Sons Plumbing Co. (Headquarters)
Phone: (843) 669-4505Fax: (843) 664-0955
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Customer Complaints Summary
|Complaint Type||Total Closed Complaints|
|Advertising / Sales Issues||1|
|Billing / Collection Issues||1|
|Problems with Product / Service||1|
|Guarantee / Warranty Issues||0|
|Total Closed Complaints||3|
Complaint Breakdown by Resolution
|11/07/2011||Advertising / Sales Issues | Read Complaint Details|
Complaint Category: Sales presentation used dishonest sales practices
Complaint: I engaged Jordan Plumbing to replace a Kitchen Faucet. (name) indicated there would be a $65 trip charge and then I would receive a quote from the technician. What she did not tell me was the additional charge to install the faucet would be outrageous. The technician showed me a book that had all prices in writing, down to the specifics of the cost associated to install a customer provided faucet vs. a company provided faucet. My primary complaint is the fact that they would not give me a price range over they phone.....especially since they have a price book. Had I known the price range, I would have never engaged their services.
Complaint Resolution: Company resolved the complaint issues. The consumer acknowledged acceptance to BBB.
|10/29/2012||Problems with Product / Service|
|12/01/2011||Billing / Collection Issues | Read Complaint Details|
Complaint Category: Unauthorized credit card charges
Complaint: I called company on a Tuesday to fix problem with bath tub. Plumber came out and after 2 minutes diagnosed the problem then gave me estimates for fixing the overflow pipe, changing the faucet, and replacing the tub. The plumber suggested that I replace the tub because it was old, but he wouldn't give me a straight answer when I asked for an estimate. He only did so after I insisted he do so. I signed paperwork for him to come out that Friday and fix the pipe and faucet. That night I spoke to my uncle and he offered to fix it for almost free. I called Wed morning and explained the situation to the secretary. After consulting with the manager, she told me that they would credit the $800 they charged me prior to doing the work but would have to charge me a service charge and related charges. This sounded vague, so I asked her to clarify, but she said couldn't tell me what the amount was at the time because she would have to see the report. She left a voicemail message that Friday stating I would be charged $315, $35 service charge and @ $287 "consultant fee". I was stunned. I called her as soon as I heard the voicemail and asked to speak to the manager. She told me he was out. It took me awhile to finally speak to him (he was out sick for a few days) but I finally did manage to speak to him and complained about the consultant fee. I asked if this was normal business practice and he said it was. He asked me if the plumber had crawled under the house and I said no, that there was a panel in the back of the bathtub, which I had opened prior to his coming and even had a light there for him to use. He took all of 2 minutes to diagnose the problem. He said he would meet with the owner and the plumber and get back to me. He asked what I thought was a fair price since he was there an hour and I told him the service charge of $35 plus whatever an average plumber in the area normally charges for an hour of work. When I spoke to the manager again he said the owner would not compromise. He mentioned something about a restocking fee for parts, but he couldn't tell me how much the charge was. Since I gave him 2 days notice I think the charge is highly unquestionable since they are not special parts. Besides it wasn't mentioned the first time they told me of the charges (I still have the voicemail where the secretary told me of the charge). $315 is a very unfair charge, given that he did not do anything but give me estimates (I used the company previously and the plumber gave me an estimate but didn't charge me a "consultant fee".) The consultant fee was not disclosed ahead of time by the employee (if I had I would have never used the company's services. Also the charge isn't listed on the paperwork. This was something charge after the fact. To me their entire business practice is shady because while the charge stayed the same the type of services they charged changed from the original agreement (consultant and restocking fees).
Complaint Resolution: BBB determined the company provided proper verification that indicated there was no obligation to resolve the issues of the complaint.
Industry Comparison ChartX
The information in the table below represents an industry comparison of businesses which are of the same relative size. This is based on BBB's database of businesses located in The Coastal Communities of Northand South Carolina. Businesses may engage in more than one type of business. The percent of time the business engages in a type of business is not accounted for. There is no known industry standard for the number of complaints a business can expect. The volume of business and number of transactions may have a bearing on the number of complaints received by BBB.
*Jordan & Sons Plumbing Co. is in this range.
Types of Complaints Handled by BBB
BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:
- Advertising or Sales
- Billing or Collection
- Problems with Products or Services
- Guarantee or Warranty
We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.
Additional Phone Numbers
- (843) 448-3800
- (803) 227-3800
- (866) 697-5325
- Complaint resolved with BBB assistance
- BBB records show the issues raised in the complaint have been resolved. Either customer confirmed the complaint has been resolved, or business confirmed the complaint has been resolved and customer did not respond to BBB correspondence informing customer that complaint will be considered resolved unless BBB hears otherwise from customer.
- BBB found business made good faith effort to resolve complaint but customer not satisfied with business response
- BBB found that business adequately addressed the disputed issues and made a good faith effort to resolve them; however, customer has informed BBB that he/she is not satisfied with the outcome. In some cases, business may have agreed to mediate or arbitrate the complaint but customer declined to participate in mediation/arbitration.
- Customer not satisfied with business response; BBB did not find business made good faith effort to resolve complaint
- BBB did not find that business adequately addressed the disputed issues and made a good faith effort to resolve them, and customer has informed BBB that he/she is not satisfied with the outcome. In some cases, customer may have agreed to mediate or arbitrate the complaint but business declined to participate in mediation/arbitration.
- BBB did not receive a response from business
- BBB did not receive a response from business after two attempts to contact business, and BBB communications with customer do not show that business contacted customer to resolve the complaint.
- BBB cannot process complaint
- This includes situations where BBB cannot locate business, business is no longer in business, or business is in bankruptcy and complaints must be submitted through bankruptcy trustee.
BBB Complaint Process
Your complaint will be forwarded to the company within two business days. The company will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the company's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.
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