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This company offers plumbing services.
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A BBB Accredited Business since
BBB has determined that S.J. Conner & Sons, Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that lowered the rating for S.J. Conner & Sons, Inc. include:
- 6 complaint(s) filed against business
Factors that raised the rating for S.J. Conner & Sons, Inc. include:
- Length of time business has been operating
- Response to 6 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||6|
|Total Closed Complaints||6|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Licensing, Bonding or Registration
This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.
These agencies may include:
DPOR - VIRGINIA
3600 West Broad Street, Richmond VA 23230-4917
Phone Number: (804) 367-8500
Fax Number: 804-367-2475
State Corporation Commission
P.O. Box 1197, Richmond VA 23218
Phone Number: (804) 371-9733
Fax Number: (804) 371-9211
Roanoke City Business License
Phone Number: (540) 853-2524
Type of Entity
Business ManagementMr. James W. Conner, Secretary/Treasurer Mr. Darin Conner, Plumbing Manager Mr. Jackson Conner, HVAC Manager
AIR CONDITIONING CONTRACTORS & SYSTEMS PLUMBERS AIR CONDITIONING REPAIR VENTILATING CONTRACTORS AIR DUCT CLEANING HEATING CONTRACTORS HEATING & AIR CONDITIONING GAS-PROPANE-EQUIPMENT & SUPPLIES GAS PLANT EQUIPMENT
Industry TipsAir Duct Cleaning BBB TIP Tips for Hiring a Contractor Tips on Purchasing Propane
1639 Seibel Drive, N E
Roanoke, VA 24012 (540) 344-8383 (540) 342-9511 Directions
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Additional Phone Numbers
- (540) 342-9511(Phone)
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Problems with Product/Service
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Complaint: We called company (S.J. Conner and Sons Inc.) to fix sewer line. We agreed to replace entire sewer line per their recommendation. During their work on sewer line they “accidentally” cut the waterline. Even though it was not our fault we agreed to replace entire waterline per their recommendation. Work was not done to agree upon schedule or cost. Agreement was that work would take two days. It ended up taking over two weeks. Some days they did not show up because they went to other sites. Other days they only worked 2-4 hours and then left. At one point, Roanoke City issued “stop work” order because they did not have building permit. Roanoke City also discovered that they had falsified building permit application and forced new inspection. S.J. Conner and Sons did not honor price agreement. Charges were manipulated to overcharge for work and when confronted they admitted to the overcharges but would not correct. Job performed was unsatisfactory. Work was not done to code and still does not meet code. During job they damaged driveway and broke concrete splash guard. They allowed water, mud, and sewage to flood into unfinished and finished basement and did not inform me that it had happened. Arrived home at end of a day to find wet carpet and standing water in basement (especially around HVAC.) Talked with S.J. Conner and Sons and they admitted to knowing water had entered home and had used old litter box laying in basement to catch some of the water and poured the water and litter into sump pump. Yard was left in an appalling condition. Garbage, rocks, bricks, old pipe, a water hose they brought, and yellow caution tape were used as backfill. Leaving the yard in this condition is unsafe and irresponsible. It is also in direct opposition to what is allowed according to the building code. We attempted to resolve these issues directly with them and were met with resistance. ***** ******, the service manager, was aggressive, unprofessional, and insulting during conversations. Office personnel used the threat of taking us to court. Our experience has left us believing S.J. Conner and Sons to be unethical, unprofessional, and lacking in truthfulness.
Desired Settlement: I am seeking, in this request, to resolve only the broken and damaged items that occurred during this job and any needed cleaning. I would like to be fairly compensated to have items, replaced, repaired, cleaned, and/or inspected. This includes concrete splash guard(replaced-$30), driveway(repaired-$100), unfinished basement(HVAC System inspected-$59, sump pump inspected-$49, and unfinished basement area cleaned-$60), finished basement(carpet cleaned-$40) and yard(debris removed, leveled, seeded-$500.) Total-$838 (prices found from local businesses)
Business Response: I will need a copy of the estimate that match exact prices listed on settlement request. I will aslo need the slandering comments removed from the complaint statement about ***** ******. Thanks!
Consumer Response: Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********. I understand their response to be acceptance of my desired settlement/outcome of compensation of $838. My desired settlement/outcome was that "I would like to be fairly compensated to have items, replaced, repaired, cleaned, and/or inspected." The business's response to this request was "I will need a copy of the estimate that match exact prices listed on settlement request. I will also need the slandering comments removed from the complaint statement about ***** ******." I comply with the following: ESTIMATE- I asked to be fairly compensated at an amount of $838 so no "exact" estimate copy is available. I have provided, below, a list of some of the estimates that were used to inform my request. concrete splash guard(replaced-$30 Plain Downspout Spalsh Guard **** 7068 **** ********* Estimate >>>>> Our Price: $36.95 driveway(repaired-$100) *** *********** Estimate >>>>> $99 driveway sealcoating and crack repair unfinished basement(HVAC System inspected-$59 ***** ******* *** *** Estimate >>>>> $59 Service call sump pump inspected-$49 Estimate >>>>> 49 for a plumbing service call ******** ******** unfinished basement area cleaned-$60 **** ******* *** Estimate >>>>> price is $60 per hour finished basement(carpet cleaned-$40) ******* ******* ******** *** TOTAL $107.00 Carpet Cleaning Estimate >>>>> Clean 1 $50.00Delete Subtotal$50.00 Schedule Minimum $57.00 TOTAL $107.00 and yard(debris removed, leveled, seeded-$500.) S.J. Conner and Sons Estimate >>>>>$500 SLANDERING COMMENTS REMOVED- I will ensure all slandering comments about the service manager, ***** ******, are removed from complaint. I will wait for the business to compensate me for $838 as agreed and, if it does, will consider this complaint resolved. Regards, ****** ********
Business Response: S.J.Conner preformed this job on a time and material basis. For you to ask for $500 to level yard and seed is beyond reason considering you did not pay for this to be done in the first place. And the same goes for checking HVAC system and seal coating driveway when these two item have nothing to do with the job preformed. The actual job cost is more than you have actually paid. We are willing to bring your balance to $0.00 as a reasonable solution to settle this matter. Please see attachment for breakdown on cost. We will need a written response agreeing to our offer from ******** no later than 30 April 2014.
Consumer Response: Better Business Bureau: I have reviewed the response offer made by the business in reference to complaint ID ********. We cannot accept this offer from S.J. Conner and Sons as this has not been made in good faith. The additional charges and costs provided, in this process, have “magically” appeared. Previous to their response, we had not received any invoice or billing showing these amounts. Instead, we received and paid an invoice and had it “stamped” as paid in full. This is an attempt to use aggressive bullying tactics to keep a consumer quiet about the improper business practices experienced while working with this organization. On the contrary, our desired settlement/outcome was a reasonable request made in good faith as an attempt to find middle ground to resolve the broken and damaged items as well as any cleaning associated with the job they performed at our home. It did not reflect the amount of actual damages but instead a lesser amount that would allow both parties to move forward. The work S.J. Conner and Sons did was poor and not done to code. This is not in debate. The work done was not done in the time or price range of our agreement. This is also not in debate. S.J. Conner and Sons has also admitted to broken and damaged items (splash guard, driveway) and allowing water, mud, and sewage to run into the basement flooding the finished basement (carpet), leaving debris in unfinished basement, and pooling at base of HVAC system. Intentional effort was made to pour water and litter into sump. The yard was left in a condition even worse than we agreed. Old metal water pipe was left in ground and in places was sticking up above ground level. This is a dangerous and unsafe situation. They filled the yard with garbage, rocks, bricks, old pipe, a water hose they brought, and even buried their yellow caution tape in the ground as backfill. All of these things have been admitted and witnessed by S.J. Conner and Sons. Their response to our request here only confirms our earlier beliefs. S.J. Conner and Sons conducts business in a way that is unethical, unprofessional, and lacking in truthfulness. ***** ******, the service manager, uses threats as his weapon to get away with dishonorable practices. Regards, ****** ********
Business Response: Once again the slandering comment about ***** ****** needs to be removed from original compaint and the response. We will extend our previous settlement offer until 9 May 2014 at 5 PM, after that all offers will be void and no further offers will be made. We will also offer to lightly tamp over existing ditchlines and smooth out existing dirt and haul off existing debris at no additional expense to owner. Seed and straw will be done by owner to include watering. Mr ******* will have to sign a settlement agreement with S.J. Conner & Sons Inc. agreeing to these terms. Once Mr. ******** signs the settlement agreement we will schedule and preform additional work as soon as possible. Mr ******** will need to come by our office between 8 AM - 5 PM on 9 May 2014 to sign the settlement agreement.
Consumer Response: Better Business Bureau: I have reviewed the response offer made by the business in reference to complaint ID ********. Again, we cannot accept this offer from S.J. Conner and Sons as this has not been made in good faith. An invoice, though much more than agreed upon in our verbal contract, was paid in full more than a month ago. These “new” charges are an attempt to intimidate and bully a consumer from exposing the truth about the quality of work and business practices experienced at S.J. Conner and Sons. After careful and diligent reviews it has been determined that no “slandering” comments have been included in the original complaint or any of the responses. For a comment to be “slandering” it has to be untrue. None of the comments made have fit that requirement. Most likely, the motivation behind S.J. Conner and Sons attempt to have these comments removed is to prevent their actions from being revealed to the public. Let me be clear, my situation is not an isolated matter. Conversations with other consumers that have had work done by S.J. Conner and Sons reveal a pattern of poor and unprofessional work. These intimidation and bullying tactics have been used for years to keep consumers quiet about their experiences. This will no longer be the case. S.J. Conner and Sons are aware that the yard work has already been completed and prove that this offer is only a “smoke screen” attempt at resolving this matter. Their offer to complete work that is already done continues to confirm our beliefs that S.J. Conner and Sons conducts business in a way that is unethical, unprofessional, and lacking in truthfulness. ***** ******, the service manager, uses and continues to use threats and “new” charges as weapons to get away with dishonorable practices. Regards,****** ********
Consumer Response: Better Business Bureau: I would be willing to have my complaint ID ******** handled through an Arbitration hearing. Regards, ****** ********
Problems with Product/Service
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Complaint: I called SJ Conner and Sons Inc because I had a pipe leaking in my yard. The pipe is the main water line into my house which runs from the water meter close to the street in my house. Prior to SJ Conner and Sons arrival I dug the hole in my yard exposing the pipe and the leak. This was on August 5th when they arrived. After they left and I assumed that they had actually fixed the pipe I refilled the hole. On August 7th I recalled, (leaving message since no one answered their phone), them because once again my yard was full of water. I dug up the pipe again but I did not receive a phone call or see them. So I recalled them again on August 11th they said they were going to notify the technician whom finally arrived on August 12th. Once they left the second time my wife signed the work order and I noticed it said "Not a call back". I was upset that my wife signed the work order because it clearly was a call back. I noticed the same day August 12th before I refilled the hole again that the pipe was still leaking, I just there a board over top of hole and I recalled them again and once again only got answer machine. Called them again on the August 13th and spoke with them and once again they said they would notify a technician. When he arrived on August 14th and attempted to fix the same pipe in the same hole again. After he left 5 minutes after he left I recalled them again because clearly after he left pipe was still leaking. Spoke with them on the August 14th and they said again they would notify the technician. And again on August 15th I called and they told me the same thing "I will notify the technician". On August 17th they finally showed and actually fixed the pipe and it was not leaking, but on his work order he wrote again, "Not a call back". I refused to sign it due to his notes. On all four of their visits their work order never had any prices and each time they came they had to leave to go back to their shop to get supplies. When I received their bill on September 7th it is insane. Invoice is not itemized to why they are charging me such a high price. A summary bill Materials $198 Labor $422.75 and Mileage $19.20 a total of $639.95. I do not feel that I should only be charged for one visit, less mileage and even the materials seems way to high. I went to True Value hardware where the salesman told me for a new pipe and a coupling should have only been $40 tops. Materials and Mileage why should I pay for them to show up without supplies every time, shouldn't they be arriving with Materials. Labor am I being charged for four times for the same pipe in the same hole for them to keep guessing on their attempts fixed the problem this time.
Desired Settlement: I am looking for a drastic difference in the total charge. I figured by digging the pipe up and having it ready for them should have reduced the price. I also assumed that it would have taken only one phone call and one visit. Each time they were here totaled all together was maybe and hour and half maybe two hours tops. I was thinking total maybe I would be getting a bill for $200 and worst case maybe $300.
Business Response: Hello,We have made serval repairs to the existing waterline located between water meter and house. The on going problem with the waterline leaking is a phenomenon where electrolysis attacks the pipe and causes the pipe to prematurely deteriorate. Cutomer was told that the waterline needed to be replaced to prevent future problems, but declined replacement. You can see attached pictures, picture 0838 shows the inside of pipe and has several formations where the pipe is deteriorating. Picture 0841 shows pinhole outside of pipe. The pipe shown in both pictures was from there last repair and you can see from picture 0838 that it there are several pinholes developing. We called customer on 17 Sept 2015 after receiving complaint from BBB and attempted to explain and settle this matter, but customer just hung up phone, then we text pictures of pipe and offered a settlement to them, but never heard anything back. It would have been beter for customer to contact us before making complaint with BBB, but they did not. The repairs we made to the waterline where done to industry standards, but like I have already stated the problem was not our workmanship but existing pipe deterioration. We will still make same offers to help settle this matter, the first offer would be to reduce current invoice to labor only ($422.75) or we would 2nd offer to change waterline from water meter and house ($1,195.00)(this would include current invoice). We recommend to replace waterline to prevent future problems. If you have any more questions please let me know. Thanks
Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ****** *****
Problems with Product/Service
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Complaint: Two years ago SJ Conner repaired the water line from the meter to the driveway of my house, not an inexpensive job. The first of September, almost two years to the date of the repair, the waterline sprung another leak. The water was actually oozing out of the soil, bubbling up in some spots. SJ Conner sent a repair person to the property for an estimate for repair and he dug a small hole about 7-8 inches in diameter (I have pictures, if needed) and told my daughter the cost of repair. I called SJ Conner and asked for ****** to call me to discuss the matter. After numerous calls to ****** ****** to express my concerns, I did not get a call back, but, I received a bill of $176.60! The billing I received stated the repairman had "dug up the waterline" which is not accurate. I think the charge for the visit is unreasonable and left a message for ****** at SJ Conner that I was going to use another service since ****** refused to return a call to discuss the situation. I then received a billing that stated I would be taken to court if I did not pay them. I then sent them a check for payment and stated on a copy of the bill, "******, please be advised that your description of the work done is not accurate. Since you refused to return any of my phone calls, you need to be told that one small hole was dug. The water line was never "dug up." Even after I asked your secretary numerous times to call me, you never returned a call. Pitiful way for you to do business. Payment enclosed." I only sent ****** payment because he threatened to take me to court. I feel his bill was excessive for what was actually done and he never returned a call to me to discuss the matter, even after numerous attempts by me to reach him. I feel he owes me a partial refund of the payment and an apology for not at least returning the phone calls. At this point I feel taken advantage of by a company I thought I could trust!
Desired Settlement: A billing adjustment and an explanation from ****** ****** explaining why he would not at least return my phone calls is what I request. It is my understanding that his secretary who was most courteous and understanding has resigned from her job. Such a shame because she was as helpful as she could be under the circumstances.
Business Response: We called Miss Utility and had property marked and responded to a water leak call on 3 Sept 14, we dug hole and found one leak and then found another leak just above. We recommend that they replace line and from meter to house since there were mutiple leaks. We gave price for waterline replacement and customer did not want us to do repairs. We reviewed invoice sent to customer and all charges are correct. We hope this clears up any misunderstanding. If you have any more questions please give me a call ************. Thanks *****
Consumer Response: I have reviewed the response offer 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. Regards, ******* ****** According to the billing the waterline was "dug up." The waterline was not dug up-only a small hole was dug. The charge was excessive when considering only a small hole was dug. ***** refused to return numerous phone calls from me to discuss the matter, perhaps because I am an elderly woman. Obviously ***** will not apologize for refusing to return my phone calls, but, he could reduce the charge to a more appropriate level. I can honestly say, I have never been treated so poorly by a business.
Business Response: For clarification, we did not actually dig up the whole water line from house to meter. When we state "dug up", we meant that we dug a small hole to undercover existing water line. We have reviewed invoice and correct charges were applied. I hope this clear up any misunderstanding. Thanks!
Consumer Response: I have reviewed the response offer 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.I think SJ Conner overcharged me for what they did and obviously there will be no apology from ***** for his refusal to return my phone calls and his threats to take me to court. A partial refund is what I expect to resolve this issue. Regards, ******* ******
Problems with Product/Service
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Complaint: Agreed to dig and replace sewer line, and would need to take up 3 chain link fence and put back for $4,450.00. After digging the line up on 9/10 and putting new line in, did not return until 9/29 to fill in the ditch and replace fence. When they left on 9/29 the fence and gate did not work properly. Called on 9/30 to have them fix the gate, Mark came out and charged me again.
Desired Settlement: I do not feel like I should have to pay when they messed up the fence. The fence is still not correct.
Business Response: We plan to change existing fence gate post on 6 Nov 14 at no charge. The existing fence system had prior pre-existing problems before we started job, but we will repair the fence gate post nearest driveway at know charge to satisfy Mrs ***** ******** We expect payment ($4,450.00) to be made in full when we are done on 6 Nov 14. Thanks *****
Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. Regards, ***** *******
Problems with Product/Service
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Complaint: I called SJ Conner & Sons plumbing to come out with a camera to run in my sewer line and tell me why it was stopped up. He said he couldn't get the line to go through the pipe. He charged me for work he didn't perform. On the bill it states" he had to dig down and uncover line". The guy didn't dig down, my godson dug 4 different places to find the sewer line and then afterwards my godson covered it back up, while the guy was putting the toilet back in. And the guy left for 20 mins at one time that I am being charged for.
Desired Settlement: I believe they should deduct 90 mins off the bill.
Business Response: We did complete service call on 26 December 3013. The owner called in that day at 8:45 am and wanted to unstop and camera her sewer line. We went to her house located in Vinton, VA and unstopped her sewer line, ran camera down sewer line and found a fence post blocking line. When fence was originally installed, they installed one post thru sewer line. Owner did not want to repair blockage from fence post. The owner told young man to help with digging (which helped to finish job faster), we dug three holes (not four) one was a old valve box and the other two was to locate sewer line. We installed cleanout. We do charge travel time to job and all of time on job to included going to get parts to complete job. After careful review of this job, I find this job was done in a very timely manor and do not find reason for this complaint. We did this job on a time and material basis in good faith! We offer a $50.00 discount to help settle this matter. If we receive payment of $671.90 by the 17th of January 2014 we will credit her a discount. We do accept credit card payments by phone. If payment is not received by the 31st of January 2014 this matter will be turned over to collections for the full amount and owner will also incur legal expenses.
Consumer Response: I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.Regards,****** *******
Problems with Product/Service
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Complaint: Company (S.J. Connor and Sons Inc.) agreed to fix a problem with plumbing. Job performed was unsatisfactory and the situation has retrogressed. Company is requiring payment in full and has denied any kind of restitution to the ongoing problem.
Desired Settlement: I would like to see one of the following solutions take place: 1. Honor their original agreement to repair the problem. 2. Drop the case of payment in full.
Business Response: We will respond by 6 Dec 13, we waiting for a response from TOV.
Business Response: **** ***** has agreed to pay $475.00 to settle this mater. S.J.Conner will issue a credit of $125.00 off the balance of $600.00 if **** ***** pays $475.00 within 30days of today date.
Consumer Response: Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, **** *****