BBB Accredited Business since
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This business offers residential and commercial plumbing services.
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A BBB Accredited Business since
BBB has determined that Copperhead Plumbing & Heating 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.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that raised the rating for Copperhead Plumbing & Heating include:
- Complaint volume filed with BBB for business of this size.
- Response to 1 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||1|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||5|
These agencies may include:
Roanoke City Business License
Phone Number: (540) 853-2524
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
Type of Entity
Business ManagementMr. Rafael Vazquez, Owner
PLUMBERS PIPE & VALVE FITTERS - GAS WATER HEATERS-REPAIRING SEWER CONTRACTORS PLUMBING DRAINS & SEWER CLEANING
Alternate Business NamesCopperhead Plumbing, LLC
Industry TipsBBB TIP Tips for Hiring a Contractor
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Types of Complaints Handled by BBB
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BBB Complaint Process
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Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating Overview
BBB Customer Reviews Star Rating represents the customers opinions of the business. The Customer Review Star Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score. Below is the Customer Review Star Rating scale.
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
BBB Customer Review Star Ratings are not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Star Rating in addition to all other available information about the business.
Problems with Product/Service
Read Complaint Details
Complaint: I contracted this business to install a gas line to my new gas stove. We already had a natural gas line run to the house. The owner of the business "*****" agreed to come back on a Saturday and hook up the stove once it was delivered and check for leaks. He did show up 3 hours late from when he said he was coming. Once all was hooked up I assumed the job was complete. I discovered about a week later that the copper ground that should have been connected back to the main panel was coiled up on the ground outside the house and so the job was never complete not to mention this is a fire hazard and not to code. I have made two additional phone calls asking him to come back to the house to correct this problem and I have never heard back from him. Very poor service and very poor workmanship.
Desired Settlement: A formal complaint on file against his business showing on his BBB profile. He has shown no responsibility for incomplete work nor care for my families health as this is a serious issue.
Business Response: We were contracted to install gas line to Mr ******s stove on 12/12/13. Mr ****** failed to mention that according to our agreement the stove was to be on site so the job could be completed in one service visit. When we arrived it was not there. We started running the gas line anyway since Mr ****** assured me it would be delivered that Saturday 12/14/13. When we went to obtain a permit for the work we were doing we were informed by the city of Roanoke Building Department that we could not pull a permit for that property due to there being multiple expired permits. I was advised not to start work on that property. I told them that work was already started I was advised to talk to the homeowner (Mr ******) and have him come down to straighten the permit situation out. Which is exactly what we did. To my surprise Mr ****** knew all about the expired permits. We informed Mr ****** that since our company had a good reputation with the city building department that we would finish installing the gas line and I would personally come back to hook up his stove provided he would contact the city to straighten out the permit situation which in turn we could pull the permit for the gas line and get it inspected. He assured me he would. Saturday morning 12/14/13 I received a call from Mr ****** stating the stove would not be in that day and that he will call me when it was delivered. This occurred on 12/21/13. Mr ****** called me and I informed him I had a few things to take care of but would be there that day which I did. After the stove was connected and working Mr ****** was advised that he needed a licensed electrician to ground the gas line since his house was piped with non-metallic piping and was reminded to handle the permit problem as soon as possible. I did not hear from him again until 1/31/14 when I received a voicemail stating that he would like us to install a gas line and logs in his fireplace. I then checked with the city of Roanoke to see if his permit issues were resolved and was informed that they were not, as a matter of fact the property did not even have a certificate of occupancy-meaning Mr ****** was not even supposed to be living on the premises. I was given a copy of a letter sent by the city to Mr ****** informing him of the expiration of his permits. When I reiterated this fact and that we could not do anymore work until he straightened things with the city out Mr ****** became noticeably upset and rude. That was the last I heard from him. I then received an e mail from the BBB website stating this complaint. As of 2/24/14 he still has not taken care of the outstanding permit situation.
Consumer Response: Better Business Bureau: 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. The information this business has responded with is false and very misleading. He was well aware that the stove was not on the premises before ever coming to install the job. I was absolutely not aware that there were open permits on my property as these were left open from the previous owner of the property due to remodeling of the home. I have received no such letter from the City stating that I have open permits or that I need to come down and resolve them. He told me that once he heard back from the City he would contact me in regards to the permit issue and I never heard from him again. I will however be contacting them on this issue. He never told me that I needed to have an electrician come out and ground the line as he has stated. I left him two voice mail messages two weeks prior to this original complaint letting him know that he had not finished grounding the line and asking him to come install the line to the fireplace. Two days after this complaint was filed he called and left me a voice mail message apologizing for not calling me back and they he would try to fix what he had left undone. At that point I had already had another contractor correct the problem as it was unsafe. I still have the voice mail message. In regards to the business agreeing to come back out on Saturday when my Stove was delivered, he did, just three hours later than he said he was coming and when he got there he was visibly not happy about having to be there. He was also aware that I wanted the gas line run for the fireplace as he installed a T-joint in the original installation so he could come back and finish the other line. The bottom line is he just didn't want to come back again because he knew I was unhappy with what he had done the first time. Just a poor way to conduct business, incomplete job and a rude business owner. As far as I'm concerned, it just needs to be noted as to how he conducts business. Public beware. Regards, **** ******
Business Response: The Roanoke Planning, Building and Development Office states the home owner needs to write, not call, them and request that the permit issued previously be closed. Then, a new permit can be issued and the company could do the work. The home owner needs to request the permit be closed.
Consumer Response: Better Business Bureau: 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. [Provide details of why you are not satisfied with this resolution.] Regards, **** ******
BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.