Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
05/03/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
Hello. I needed a plumber to fix my kitchen sink clog. I looked online for a company with good reviews. "Done plumbing, heating, cooling & electric "company had good reviews, so I decided to go with them. Big mistake! The guy who was one hour late for the appointment. took the pipes underneath the sink apart and didn't put them back together correctly. I didn't find out about it until I started my dishwasher. The water started gushing out underneath of my sink flooding my hardwood floors and cabinets. Took me a while to clean up everything and now I'm worried that I might need to replace the hardwood floors where the water leaked. Very incompetent stuff, untrained employees. My problem was easy to fix and they couldn't even fix this little problem. Please let other home buyers know do not use "Done plumbing cooling" company for their plumbing needs. Thank you!
Business response
05/05/2023
Upon receiving the concern, a manager contacted the customer by phone to discuss the concerns and offer solutions. The manager advised we would schedule a technician to the service address to correct the issue. Our services were refused by the customer. We have refunded the full amount of the invoice to the customer as a final resolution.Initial Complaint
12/19/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Hey, so I had done heating and plumbing replace my furnace on Dec 5 of 2022. After the work was finished I signed for all of the paperwork and the only invoice they would give me had the grand total of everything on it. I asked them to send me a real invoice with the actual number of how much everything is like hours worked, materials used and the furnace. They told them this is the real invoice but it's not so I've been calling them for the last 2 weeks and they refuse to send me a invoice or return my calls. So I kind lost on this. If done heating and plumbing says they are part of the BBB they might need to step it up on customer **********************.Business response
12/20/2022
We are asking that this be closed as out of preview due to price concerns. As a flat rate company, we do not breakout time and materials. Pricing was presented to this customer as an estimate and signed on 12/2 (attached), the invoice was then authorized and confirmed by signature as completed on 12/5 (attached). The customer requested a breakdown and we informed them that as a flat rate company this was not how we price our work and the inclusive price is presented as a flat rate task for completing the work outlined. We did provide a high level overview of job costs and overhead via email on 12/15 to which this customer called us a "trash company". After repeated phone calls and emails, this customer keeps asking for a real invoice, which has been sent multiple times.
Initial Complaint
12/13/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I had a hot water heater element replaced by Done Plumbing and Heating on 11/25 and sent the amount to State Water Heaters to process a warranty claim. I requested for an itemized invoice after State requested it from me to process the claim. The response was that they are a flat rate company. I can't get State to process this claim without the information requested.I was also billed to replace two elements and they only replaced one. I contacted Done and they told me that they would refund $100 for this. Over two weeks later, I have not received a refund and the person I spoke with had no idea.Business response
01/10/2023
This customer was issued the refund promised on 12/20/22. We apologize for the unintentional delay from our accounting department. A verification of this refund is attached.
This customer requested a breakdown of the invoice for work performed, and we let them know that we do not breakdown our invoices as a matter of business practice. We offered to contact State Water Heaters directly, but this was declined by the customer. We feel this complaint should be closed as out of preview as the customer doesn't like our invoice layout but agreed to the price in writing, with signatures, before and after we performed work. Invoice with signatures attached.
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
4 total complaints in the last 3 years.
1 complaints closed in the last 12 months.