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:30/04/2024

  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.

  This was my experience with **** the Plumber. To unclog a kitchen sink: the first plumber just replaced pipe under my sink. The pipe wasn't augered or cleared in any way, simply put, he just replaced unclogged, clear pipe and i was told a second service call was needed to auger my sink as he didn't carry that equipment. My sink was still clogged, my problem still existed. However, i was invoiced $***.The second plumber was the cause of the damage to my countertops and floors. Not being a plumber, i didn't understand the risks associated with his decision to use harsh chemicals to clear my sink, WITHOUT properly protecting my countertops or floors (photo attached). I was to learn the results of his negligence later. My sink backed up that evening again and the problem still existed. However, I was invoiced another $***.After the second plumber left, my hardwood floors had an extremely strong odour for days, there were black water splash marks under my sink and more importantly, i noticed my wooden counter top and hard wood floors by the sink had stains (photos attached). I immediately contacted ******************* ***************** Manager). My clogged sink was addressed by three additional plumbers, but in regards to the damaged countertop and floors, i was told by ***, "to leave it with him".The third plumber replaced the damaged sink basket caused from the second plumber (photo attached is the discoloured sink basked), this third plumber mentioned that this was the result of their use of chemicals. The fourth and fifth service calls did finally manage to unclog my kitchen sink.So in the end, what has **** the Plumber done about their chemical stains on my countertop and hardwood floors? Nothing. i have been unsuccessful in getting any support from *******************. Simply put, *** has chosen to just ignore my last three emails, accepting no responsibility for their mistakes and ignoring my requests for support.

  

  Business Response

  Date: 02/05/2024

  We have reached out directly to this customer to come to a resolution. **** spoke with our Service Manager *************************** yesterday is expected to follow up with him shorty.

• Initial Complaint

  Date:05/06/2023

  Type:Billing 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.

  Technician ********************* from **** the Plumber installed a new furnace at my elderly mother's home in ** ******* on May ****. The next day on May ****, my mother was outside her home and could smell gas. She called the ***** emergency line. She also called her next door neighbour who came over and confirmed the smell of gas, so he called ***** as well and waited outside with her. Once ***** arrived, they found the issue and replaced the faulty regulator. I've attempted to directly contact both the technician "*********************" from **** the Plumber, as well as the ******* Manager "***" to ask how the job can be left with gas leaking?? My mother was in great danger and luckily she found it before anything tragic happened, but **** the Plumber boasts a 100% satisfaction guarantee yet they can't bother to respond and address their negligence.

  Customer Answer

  Date: 05/06/2023

  I have attached a copy of the Product Registration.  

  

  Business Response

  Date: 07/07/2023

  The homeowner of this complaint reached out to **** the Plumber to ****** that ***** had been out to her hou** after the installation of furnace we installed. After she explained what ***** had replaced she was advi**d that this regulator was not part of the installation of the furnace, and we are not able to fix it as it is part of the gas *******s provided by the gas provider she u**s. We do not believe this is a valid complaint regarding our company as she did reach out and was provided the above information when she contacted the office directly after this happened.

  Customer Answer

  Date: 13/07/2023

  
  Complaint: ********
  
  I am rejecting this respon** becau**: It is not a coincidence that there was a gas leak following the installation of the furnace.  ******* leak was a result of the furnace installation and for ************************ to try to claim otherwi** shows their irresponsibility and trying to avoid accountability.   
  
  Sincerely,
  
  ******* ** ** ****

• Initial Complaint

  Date:13/01/2023

  Type:Billing 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.

  Peter the Plumber came to my house on Thursday January 12th, 2023 around 15:15. I originally emailed them to get quote for the costs furnace maintenance. Advised it would be $149 and it would take approximately 1 hour. When I made the appointment I told them I had two furnaces. The receptionist said it could take 2 hours. I had called the receptionist around 14:30 to ask about the ETR. She said one person needed **** ******* surgery and another person ***** ***** **** and they were short. But they would be there today. **** and **** showed up. They turned up the thermostat upstairs and on the main floor. I showed them to the basement. **** was looking at the furnace. I said to **** should I pay you now? He came back upstairs with me to the living room. He prepared the paperwork and I used my Mastercard to pay $257.26. **** did not return downstairs and stayed with me to chitchat. *** ********* ***** ** ****** ***** *** **** **** **** ** **** ** ******* ** *********** Kept on chatting. Then **** comes back upstairs around 15:30 and says he is done. I expressed some disbelief. I said to **** I was told it would take one hour per furnace. Why would I pay $257.26 for a 15 or 20 minute check for two furnaces. **** could see I was not happy about it. He went over the invoice with me. I told him, I noticed a squealing noise from the furnace feeding the main floor. He said they heard nothing. Since they are here, we pushed thermostat to 28C to see if there was any noise. He suggested it be from the gas meter. I said that was not possible since the furnace is on the other side of the house. I question if any work was done. And if I was told it could take less than 10 minutes per furnace to check, why would I spend $257.26? **** told me the one hour including their drive time and paperwork. That was never explained to me. He also said since two people showed up so it was faster. How is that possible when he wasn't downstairs helping **** "check" my furnace? Disappointing.
  

  

  Business Response

  Date: 16/01/2023

  We are very sorry to hear that your experience on this call did not meet your expectations of Pete the Plumber. As per your conversation with our Service Manager we are crediting you the full amount of your payment for this work. We pride ourselves on providing amazing customer service, we hope that you will think of Pete the Plumber again for future work.

  Customer Answer

  Date: 16/01/2023

  
  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.
  
  Sincerely,
  
  *************