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BBB Accredited Business since
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This business does plumbing, heating and air conditioning.
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A BBB Accredited Business since
BBB has determined that Gary's Plumbing & Heating, 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 16 factors. Get the details about the factors considered.
Factors that raised the rating for Gary's Plumbing & Heating, Inc. include:
- Length of time business has been operating.
- 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||0|
|Total Closed Complaints||1|
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:
City of Laramie
406 Ivinson Street, Laramie WY 82070
Phone Number: (307) 721-5200
Type of Entity
Business ManagementMs. Carrol McQuade, President
Plumbers Air conditioning & Heating Contractors - Commercial
269 N 2nd St
Laramie, WY 82072 (307) 745-3223 (307) 745-4920 Directions
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Types of Complaints Handled by BBB
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BBB Complaint Process
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Additional Phone Numbers
- (307) 745-4920(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|
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
BBB Letter Grade Scale
Star Rating scale
BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
Read Complaint Details
Complaint: Gary's Plumbing Heating came to our residence in ******, Colorado, December 3, 2013, to install a new hot water heater, although the receipt shows November 26, 2013. ****** is approximately 60 miles from Laramie, Wyoming(1 hour drive). It was snowing on this day the repairman was supposed to be here at 9:00, the repairman called and said he would pick up the tank and head to ******. He said he was told if it got too bad to head back to Laramie. He picked the tank up at True Value which is approximately 2 blocks from this business. He arrived about 1:00 p.m. He got into a snow storm and said it took him two hours to arrive in ******, consequently he estimated that it would take him two hours to get back to Laramie. He charged .60 cents a mile for 132 miles plus 71.00 an hour in just drive time, instead of two hours back and forth, taking four hours to drive to ****** and back. He basically doubled the drive time because of his failure to drive acceptably. My wife called after he left and the woman who answered said she couldn't tell me anything until seeing the ticket as the repairman was not back in Laramie yet and would call me the next day. Nobody called the next day so my wife called again and talked to several people and finally the manager. My wife explained this was not acceptable because the repairmans drive time was not our problem, if he could not drive to ****** in a timely manner he shouldn't have came. The manager said we were lucky he did not charge us more as it took him 3 1/2 hours to get back to Laramie and he had to be pulled up two hills in his van on the state highway. He asked me where to buy lottery tickets before he left town, I guess this was on our tab also. His inability to drive or the length of time it takes him to drive should not be our problem if he cannot drive in a timely manner. It was no secret that it was supposed to snow that day. It is an unethical way to run a business and not acceptable by any means. I do not recommend this business to anyone!
Desired Settlement: Refund of two hours of drive time $142.00.
Business Response: First of all the date, 11/26/13 was date work order was taken. True Value's address is 1161 No. 3rd and ours is 269 No. 2nd, which is 9 to 10 blocks away not 2. Mr. ******* was here in Laramie to pay for his Hot Water Heater, did not take tank with him, so we have to pick up and take. Our plumbers time goes from when he leaves the shop here which then had to pick up tank, how long that took depends on how quickly True Value people got the tank and brought out for plumber. Before leaving Laramie though, it was snowing here so Foreman, *** told **** to call and see what weather was like there in Waldon. Mr. ******* said "Was Not Snowing There" . ****, the plumber also said was not snowing when got there, started snowing about an hour after arriving in ******. If anything they probably told the ********* they would be leaving here at 9 as if was going to be there at 9 would have had to pick up heater at 7:15 or 7:30 to be on road before 8 which they would have entailed overtime charges. Customers out of town pay for round trip for truck expense and Plumber wages. If more than 2 customers in ****** needed services the mileage would have been split between all. It wasn't that he wasn't driving acceptably, but that going in snow storm and fog and then coming back now snowing there and all way to Laramie. ********* actually didn't get billed for an hour and half that took extra for plumber to get back to Laramie because of weather. The van he was driving to give ********* service is not 4WD, and got stuck twice and had to have assistance to get going again. You did not pay extra for him getting lotto tickets if he indeed did get as he had already collected for the call, and figured same time to get home because of weather. Jobs out of town are COD .Mrs. ******* could not have talked to several people as **** answers phone or if her lunch or with customer the manager answers phone. Only 2 people. He was called first because of snowing in Laramie, not in ******. Had been snowing there, would not have attempted the trip. Feel this is being more than fair and surely not our problem they don't have plumber in ******. We did the service to the best of our ability and travel time under the rough weather circumstances.