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:07/29/2025

  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.

  Sewer and water is coming out of the pipes

  Business Response

  Date: 07/29/2025

  BBB, 

   

  The drains inside the house were not functioning correctly when we were called out. We replaced the drains inside the house.  The quote specifically says that any septic work is outside the scope of the drain replacement, see attached. There was an additional line item added later to pump out and inspect the septic tank.  We used a 3rd party to pump the septic tank and they advised us that the septic tank needed a new lid and the septic tank inspection showed the system appeared to be functioning correctly.  The only way to actually "test" the drainfield component is to run it under load, people using it.  This was not possible since the drains in the house were not functioning.   Inspection is only a visual review.   The second problem did not reveal itself until the first problem was solved.  We successfully completed the contracted work and under load our plumbing functioned correctly.  The septic drain field was not working properly, causing backups and odor.  I advised the customer that the drain field would need to be replaced.  She then told me it should be included.  She told me she did not have the money to repair it and the drain work was a burden to pay.  The additional work is not part of the contracted work, nor did she pay for it. While we are not responsible for the septic drainfield,  I felt bad that she is facing financial hardship and offered to make a concession.  The retail cost for the septic tank drainfield replacement is 12-15k, I agreed to do the work for 5,500, this is below my cost and I would lose money doing it.  If we included the drain field replacement in the original quote it would have been 14k.  There is no way to know if the drain field is functioning correctly without the rest of the system functioning correctly.  Further, I do not advocate customers buy things that I am  not 100% sure they need.  The customer has received the work she has paid for and has no issue with it.           

  Business Response

  Date: 08/01/2025

  This matter has been resolved. We have done additional work to resolve this.  Please close this out. 

  Customer Answer

  Date: 08/06/2025

  The septic/sewer system has been completed as of 8/5/2025. Therefore, at this time I do not have any additional complaints against The Greatful Plumbing Company.  Thank you for your assistance. 

• Initial Complaint

  Date:02/20/2024

  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.

  On January 4 2024 I contacted the greatful plumber to replace the full valve assembly in my shower -their calls are recorded. The owner came out to my property and assessed it and suggested a more affordable option being a stem replacement instead.
  
  Based on his licensed and expert opinion, I agreed but asked for a warranty to be sure because I was weary at the affordable price. The company assured me it would be solve the issue and offered a 90 day warranty. They had a technician come out to the property. The issue has not been resolved and it has been leaking all this time a slow drip. A few days ago it began to pour out water. After calling the company, they came out and dismissed it and said it would be $1800 but would deduct the $650 from the price. Then he said the lowest he’d go is down to $1000 to do the repair. He is unwilling to write a quote for that job and unwilling to keep the warranty on the original $650. I want to record this complaint in detail to support others who have gone through this and those in the future to know about this businesses shady practices. I still have the same issue 6 weeks and $650 after the claimed repair. The hot water is still leaking from the spout.

  Business Response

  Date: 02/21/2024

  We at the Greadtful Plumber are concerned with doing the best job for our customers and have sympathy for our customers and their economic circumstances.  This is especially true of the technician that was at the ******** home.  He assed the problem and offered a "fix" solution as opposed to "replacing" the valve. At the time of the call the body of the valve was not leaking.  It was inside the valve mechanism that was leaking.  When the tech left the house the valve was functioning  correctly.  The tech gave her an additional discount as he was concerned for her ability to pay.   Forty five days after the service, the body of the valved failed, we did not work on the body of the valve.  The house was built in 1919 and some of the plumbing is original.  I do not know the date of the valve, but I would estimate 50-75 years old.  Upon learning of the new problem, we quoted her a replacement of the valve.  This again was a significantly discounted price in line with the level of discount she received already.  The total cost to her would be the same as if we replaced the valve on first visit.  This would represent a loss to us since we already purchased the material and spent the time to repair the valve on the first visit.  We were prepared to lose money to make her happy.  In final analysis, the tech tried to help her and save her money, we offered to lose money to satisfy her and she is still unhappy. 

  Customer Answer

  Date: 02/21/2024

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because: it would not have been the same price at the end to replace the valve as I originally asked for. It would have costed $950 to repair it from the beginning and he was trying to charge $1800 , an inflated rate - to compensate for the $650 difference and then would not put it in writing. I have other quotes from more reputable companies that show the total would be between $850-$1150 at the maximum. This plumber knew he was not offering a permanent solution and tried to set me up, I am not a plumber. I am a home owner. I initially called and asked for the valve replacement and he insisted on doing a totally different job under his expert opinion knowing that I would need to do the valve replacement because the home was old as he mentioned in his response  this business took advantage of my lack of knowledge. It’s 45 days into a supposed 90 day warranty the company is unwilling to honor ethically  

  
  

  Regards,

  
  

  ***** ******

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 02/22/2024

  Your personal insults are not appropriate.  You have yet to acknowledge that you are facing economic challenges and the tech went out of his way to help you.  I understand you are in desperate situation and we tried to help you. There is no way you have contacted a reputable company and got that cost. I am sure you can find a guy in a creeper truck without a license or insurance to do the work at a lower cost.  I recommend you search ****** and call one of the other real companies, (***** ****,****** etc)  not a fly by night.  You have also not acknowledged  that this is a new problem.  You made it clear that you could not afford any more than you paid, we lowered our price given your situation.  You told my office manager and the tech you could not pay any more and your kids were crying about it.  We tried to help you out and this is how you personally insult us.  No good deed goes unpunished.        

  Customer Answer

  Date: 02/23/2024

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because: The Grateful plumber did no financial favors. Upon research further I found out that most reputable companies will not even do the job you had me do for $650 (replacing the stems, seats, and handles) and that you even charged me a high rate for that job on Jan 4th 2024 being the parts are quite inexpensive and it requires little time to do the job. The other companies that quoted fair rates for the valve replacement with high consumer ratings are ******* ******* *** ***, ** **** ********, **********. All between $950 and $1250 for the valve replacement. These companies also told me that they would not ever suggest the job you insisted would work due to the fact that it has a low success rate and doesn’t ever last long. Being that I did not know any of this prior to it happening to me and other experienced plumbers are willing to speak to the fact that I was mislead and any professional would not suggest the job you insisted as a permanent fix. You can’t claim my financial situation has anything to do with the reality that you have not only mislead me but you took advantage of me. Not only that but you also did not give any deal or discount. 

  
  

  Regards,

  
  

  ***** ******

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 02/23/2024

  I will not be responding, I have made my position clear. 

  Customer Answer

  Date: 03/06/2024

  This company takes advantage of customers.