Complaints

This profile includes complaints for Plumbing Cooling Electrical Nerds's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Plumbing Cooling Electrical Nerds

  1502 Rail Head Blvd Naples, FL 34110-8492

  
• 

  Plumbing Cooling Electrical Nerds

  11595 Kelly Rd. suite 201 Fort Myers, FL 33908

  

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:02/18/2025

  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.

  February 10, 2025 plumbing nerds with my permission was allowed into my garage to find out why my tankless water heater stopped working. I was out of state and had guest staying at my property so it was an urgent situation to get it working properly again. I was initially told it would be a $85.00 fee which I agreed to. Than it escalated to $487.12 but was told this fee will repair the unit. After inspection the technician told me it was not repairable and must be replaced also telling me the upfront fee of $487.12 would be deducted if I purchased a new system they could install same day. To replace the tankless water heater with exact water heater is $1500.00 so I was shocked and very upset when he emailed a $6700.00 replacement install charge. I quickly called around got estimates from local plumbers everyone was willing to install same day under $2400.00 I feel this company who has terrible yelp reviews is gauging consumers. This is so unethical and unfair. I put a dispute on the $487.12 scam rip off fee that I was told I had to pay unless I buy there $4000.00 overcharge system. I got baited and duped I will fight to the bitter end to not allow this scam on me and others .

  

  Business Response

  Date: 02/27/2025

  Dear BBB,
  Thank you for the opportunity to respond to the complaint filed by ******* ******** regarding service provided on February 10, 2025. We understand the customer's frustration and appreciate the chance to clarify the situation.

  Summary of Events:

  Plumbing Nerds was contacted by the customer on February 10, 2025, to address a malfunctioning Navien tankless water heater at their property. The customer was out of state and had guests staying at the property, so we prioritized their request.

  Once our technician arrived, the error code and malfunction of the water heater required him to look more deeply into the situation, required a diagnostic fee. We clearly communicated to the customer that there would be an $487.12 diagnostic fee to assess the issue. This fee was approved by the customer before our technician began any work. We also informed the customer that this diagnostic fee would be credited towards the cost of a replacement unit if necessary. This is standard procedure for our company when a diagnostic requires the use of tools and expertise beyond a simple visual inspection.

  Upon the diagnostic test, our technician diagnosed the issue as a pinhole leak in the incoming gas piping inside the unit as well as a cracked viewport. This leak caused propane to spray inside the unit whenever a hot water faucet was used, creating an extremely dangerous situation. Unfortunately, in this situation and the possible danger involved with a gas leak, our technician did not feel comfortable or safe attempting to repair the unit. This assessment is supported by photographic evidence of the crack and leaked gas within the unit.

  We provided the customer with options for a replacement Navien tankless water heater and installation, ranging from $6179 to $6713. This price is consistent with our company's flat-rate pricing policy, as well as up front pricing which ensures we do not perform work the customer does not agree to, this ensures fair and transparent pricing for all customers. We also offered to waive the diagnostic fee if the customer proceeded with the replacement through our company.

  Home Warranty and Communication:

  The customer informed us that they had a home warranty and wished to file a claim. We agreed to assist with this process, despite our technician's assessment that the damage was unlikely to be covered. We completed the necessary paperwork and provided additional information and documentation as requested by the home warranty company. This process took longer than anticipated due to the back-and-forth communication with the warranty provider. We spent over two hours working directly with the home warranty company on behalf of the customer, in addition to the nearly two hours our technician spent on-site diagnosing and attempting to repair the unit.

  Unfortunately, the home warranty claim was denied. We understand the customer's disappointment, but we maintain that our pricing and service were fair and transparent throughout the entire process.

  Resolution:

  We value customer satisfaction and are willing to work towards a resolution. We offered to waive the diagnostic fee if the customer chose to replace the unit with us, and this offer still stands. We are also open to discussing other possible solutions with the customer to address their concerns.

  We believe that Plumbing Nerds acted in good faith and provided professional service to the customer. We hope this information clarifies the situation and addresses the customer's complaint.

  Sincerely,
  ***** ****
  Director of Operations
  ************
  *******************************************************
  

  
  

• Initial Complaint

  Date:02/11/2025

  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.

  Plumbing nerds was hired by contractor, work was done without a permit, ************** did fine the contractor, I hired a licensed GC, permit was pulled, the work plumbing nerds had done, failed inspection, I had to have new GC demo all the work that plumbing nerds had done and start all over to bring up to code. I been trying to reach out to Plumbing Nerds to speak to management with no luck--I am out the $3049.44 paid tp plumbing nerds for unpermitted work, I feel that they should refund me entire balance. my next call is to the attorney generals office--

  

  Business Response

  Date: 02/27/2025

  Summary and history of this complaint:

  Plumbing Nerds was hired by a contractor to complete work for the customer on 9/18/24. Multiple options were given and the work that was completed on 9/18/24 was agreed to with a signed contract. Work was completed and satisfactory to the contractor on 9/18/24 when the invoice was paid. Attached are both the signed estimate and invoice.

  Plumbing Nerds did not hear from the customer again until 2/8/25 when he called in letting us know that work we had completed failed inspection because he hired a contractor who was not properly licensed, who apparently subsequently hired us to complete the plumbing portion. The customer was fined for 1) acting as GC without a license 2) unpermitted work. By the time ********************** was contacted again, the customer had already hired another contractor, had demolition done to our previous work and another contractor completed the work again.

  We did make attempts to reach out to the customer on 2/10/25 and left a voicemail with all contact information including phone numbers and email addresses where we could work together to come to a resolution, such as a partial refund or discounts on future work. The customer then filed this complaint.

  First, we understand that you hired a contractor for your project. While we work with various contractors, homeowners, and property managers, we cannot verify whether every contractor is licensed and insured. When hiring a contractor, it is ultimately the homeowners responsibility to ensure they are working with a reputable professional.

  Regarding the plumbing work in question, we take pride in standing behind our work and offering warranties to address any issues that may arise. However, in this case, we were not given the opportunity to inspect or correct any potential problems before the work was removed and reinstalled by another company. Had we been notified of an issue, we would have gladly come out to assess and repair it at no cost to you if it was a parts failure or workmanship error.

  Unfortunately, since the original installation has been altered, it limits our ability to offer any solutions at this point, although we are willing to work with the customer to come to an amicable solution. However, it is an unrealistic expectation for us to offer a full refund to the customer now that the original work has been completely altered and new plumbing installed, as we never had the chance to assess the issue firsthand. If you have any further questions or concerns, please feel free to reach out. We value your business and appreciate the opportunity to clarify this matter.

  
  Best regards,
  ***** ****
  Director of operations
  ************
  *******************************************************
  

  
  

  Customer Answer

  Date: 02/27/2025

   
  Complaint: 22922422
  
  I am rejecting this response because: I never received a call from the Plumbing Nerds on any date--they finally responded by email--they never offered a refund--according to Collier County, the plumber should have never started any work without seeing if there was a permit pulled. I paid the contractor that hired the Plumbing Nerds to pull a permit, the contractor has been fined by Collier County, stop work order by the Florida and now being investigated by 2 other agencies--what is the amount of refund the Plumbing Nerds was going to offer   
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 03/06/2025

  Dear BBB,

  Thank you for the opportunity to respond to the complaint.

  We have confirmed that our Plumbing Service Manager made a follow-up call to the customer on February 10, 2025, and left a voicemail. We attempted to attach a recording of this phone call but the file type is not allowed. However, there is a screenshot of the phone call details as evidence.

  We have verified that the plumbing work completed by Plumbing Nerds was part of a larger remodel project and would typically fall under the main permit obtained by the general contractor. It is the general contractor's responsibility to secure the necessary permits for all work being done on the project.

  We regret that the customer experienced issues with the ******************** work and that they were not satisfied with the initial resolution offered. We acknowledge that had we been given the opportunity to inspect and rectify the failed work, we would have been in a better position to offer a more substantial refund.

  However, since we were not contacted about the issue until over 140 days after the install, and the original work had been removed and replaced by another company, our ability to assess the situation and offer a comprehensive solution is limited.

  Despite this limitation, we are committed to finding an amicable resolution. We value customer satisfaction and would like to offer the customer the following options:

  - A $100 refund for the inconvenience caused.
  - A discount on future plumbing services with our company.

  We believe that these options represent a fair and reasonable resolution given the circumstances. We kindly request that the BBB consider our response and proposed solutions. We are hopeful that we can reach a mutually agreeable outcome with the customer.

  Sincerely,

  ***** ****

  Plumbing, Cooling, Electrical Nerds

  Director of Operations

  
  

  Customer Answer

  Date: 03/07/2025

   
  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,
  
  ******* *******

  Customer Answer

  Date: 03/25/2025

   
  Complaint: 22922422
  
  hello--i never received the $100 refund from the company 

  

  Business Response

  Date: 03/25/2025

  This is being processed and the customer should receive this within the next week.

  Thank you!

   

  ***** ****

  Plumbing, Cooling, Electrical Nerds

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 22922422
  
  I am rejecting this response because:
  

  I still have not received the $100 refund from the company 

  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 04/09/2025

  The refund is coming via paper check. The check is printed and in the mail. If Mr. ******* does not receive the check in the next 7 business days, he can personally reach out to me and I can ensure this is taken care of. 

  This is the address on file: *******************************************************************************************************

  ************

  ***** ****

• Initial Complaint

  Date:02/10/2025

  Type:Order 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.

  Plumbing nerds was called to install a dishwasher. The first ****** they sent said a rat had chewed through the draining hose. They didn't have that $30 hose so they had to come back. But in the meantime, they came back and were working on the dishwasher when suddenly my water heater (which was in the garage and right on the other side of the dishwasher )started leaking all over the garage floor. He told me I should replace the water heater as it was old and I agreed. They just happened to have a brand-new water heater in their truck. They put it in and for the entire next week I had no hot water. It was only until the 3rd ******* came here and pointed out that the breakers were still off that I had the opportunity to take a 1/2 warm shower. (I have since figured out how to turn the water heater on by watching a ******* video. I would never have bought that type of water heater where you have to shut the electricity off and undo panels etc to change the temperature of the water. My last one had the hot and cold levers directly on the top and you just had to turn them My new dishwasher was still not working. I kept trying to turn it on and water would start going in and it would shut itself off. I found out later that that water was draining directly under the sink. Water was everywhere. Finally they sent what I believe was an actual *******,. He installed the dishwasher. Then I saw the charges on my bank statement because they never did give me a quote on paper. Transaction date: 01/17/2025PLUMBING NERDS *********** FLType Purchases $2,121.4401/15/2025PLUMBING NERDS *********** FLType Purchases $681.04 Transaction date: 01/14/2025PLUMBING NERDS *********** FLType Purchases $500.00-------------------------------------------Total charges - $3,302 I did not even receive an explanation of these charges. They handed me an iPad a few times and I signed it.

  

  Business Response

  Date: 02/11/2025

  To Whom It May Concern,

  
  This letter addresses the service requests at the ******** residence, outlining the actions taken by Plumbing Nerds to resolve the plumbing issues.

  
  Initial Service:
  Plumbing Nerds was initially contacted to install a new dishwasher. Upon completion of the installation, the dishwasher was in proper working order.

  
  Subsequent Issues and Resolutions:
  - Dishwasher Leak and Pest Infestation: A subsequent service call revealed a leak in the dishwasher. Our technician discovered a rodent infestation under the appliance, which hindered further diagnosis at that time. The customer was advised to contact pest control. During this visit, our technician also identified corrosion on the water heater and provided the customer with replacement options. A new water heater was installed and was functioning correctly upon completion.
  - Water Line Damage: After the pest issue was resolved, the dishwasher leak persisted. Further inspection revealed that the water line had been damaged by rodents. The customer opted to purchase a replacement part independently, and Plumbing Nerds returned to install it, restoring the dishwasher to working order.
  - Water Heater Thermostat: During this period, the water heater experienced a separate issue with a faulty thermostat. Plumbing Nerds promptly replaced the thermostat at no additional charge to the customer, ensuring the water heater's continued functionality.

  
  Customer Service and Resolution:
  - At no time was an additional trip fee added to the customer invoice.

  - Every visit ********************** provides to customers is documented with with an iPad and software to support estimates and invoices. Each time a Plumbing Nerds representative was at the home, an electronic invoice or estimate was created and emailed to the customer at the provided email address: ********************* Those are attached with signatures of the customer to complete the work. We did not provide paper copies of these invoices or estimates but will always accommodate customers with this if requested. If Mrs. ******** would like paper copies of these statements, we would be happy to provide her a paper copy.

  - Plumbing Nerds recognizes the inconvenience caused by these unforeseen circumstances. Although the initial services were performed correctly, and subsequent issues were unrelated to the original installation, we strive to provide excellent customer service.
  - To compensate for the inconvenience related to the water heater thermostat, we are willing to issue a $100 refund to the customer's credit card. Additionally, the water heater installation is covered by our standard 1-year warranty.
  Plumbing Nerds values customer satisfaction and aims to provide high-quality service. We appreciate your attention to this matter.

  
  Sincerely,
  ***** ****
  Director of Operations
  Plumbing Nerds

  Customer Answer

  Date: 02/14/2025

   
  Complaint: 22918580
  
  I am rejecting this response because:  Offering me $100 for the fraud and incompetence that you displayed is an insult.  I will accept $600 for a water heater that I did not need nor want after you obviously broke the one that was here, having to live here for 1 week with no hot water and also having no dishwasher when another company would have fixed it in one day.  Also for having to deal with all the water under my sink because after you first "installed" the dishwasher you didn't really "install" the dishwasher and all the water that went into it ended up in the cabinet under the kitchen sink.  Also, trying to blame and insult me for a "rat infestation" was a low blow that was obviously mentioned to try and make me seem like I do not take care of my house.  I had a total of 3 rats that were either brought in by the cat or a result of Hurricane ****** and the issue was fixed within a  couple day by an actual reputable company. 
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 02/24/2025

  To whom it may concern,

  As stated previously, we value our customers and their experience with our company. On the many visits we made to the customers residence, we charged no trip fees or additional fees. We value trust and honestly in all work we perform and stand behind that work with a 1 year warranty. Any work performed for the customer was agreed to by the customer before any work was performed and satisfactory to the customer. 

  We do recognize that there was inconvenience to the customer because of some unforeseen circumstances, and in a gesture of customer satisfaction, we would be happy to increase our refund from $100 to $200. 

• Initial Complaint

  Date:08/01/2024

  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.

  PLUMBING NERDS @ *************************************** ******, FL *****. PLUMBING NERD **** SHOWED UP TO ADDRESS FRONTLINE INSURANCE ISSUES ON 1/11/2024 CONCERNING THREE ANGLE STOPS THAT WERE CORRODED AND THE CORRODED DRAIN ON MASTER BATHROOM SINK. 1/18/2024: NEVER WAS ADVISED OR AGREED TO A WHOLE HOME CARBON FILTRATION & SCALE PREVENTION 10x44 TANKS OR BIO-ONE 1 YEAR SUPPLY. *TANKS: $5265.00 *MATERIAL: $220.47 *BIO ONE: $194.25 TOTAL: $5,679.72 TO BE REIMBURSED ASAP

  

  Business Response

  Date: 08/16/2024

  ******************,was given multiple estimate options including options without the items she mentioned. She choose and signed the option with the items she mentioned along with signing the ivoice after the work was complete (see attached). After many phone calls with ******************* we agreed to refund her $1000.00 to show good faith and this is still our offer to resolve this matter. 

  Customer Answer

  Date: 09/05/2024

   
  Complaint: 22076184
  
  I am rejecting this response because:
  
  
  PLUMBING NERD, ****, HAD ME SIGN HIS IPAD REPEATEDLY. THE PLUMBING NERDS WERE NOT TO INSTALL A WATER FILTRATION. ***********, ** WATER IS SAFE TO DRINK. NOT OF MY NEIGHBORS HAVE A WATER FILTRATION SYSTEM. I WAS NOT VERBALLY INFORMED BY **** ABOUT A WATER FILTRATION SYSTEM. HE NEVER TESTED THE WATER; BUT, HAD ME SIGN SIGN SIGN CONSTANTLY HIS IPAD. NERDS WERE HERE FOR OTHER WORK PER MY FRONTLINE INSURANCE COMPANY; NOT FOR A PRICEY WATER FILTRATION SYSTEM COSTING OVER $5,000.00 **************************************************************************************************************************************** ************ ****************** PLEASE REOPEN THE COMPLAINT.
  
  
  
   

• Initial Complaint

  Date:12/08/2023

  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.

  12/5/23 Lack of transparency in pricing. ******* said the garbage disposal would cost about $500. Emailed invoice showed $595. I asked for an itemized bill to explain the costs. Never provided. Plumber said their parts were better than ********** version. (Same product in box.) Installation took about a half hour; that would come to several hundred dollars/hour labor. I was promised that there would be no trip charge included in the bill; it seems the bill was still 'padded' but I have no way to know how or how much, since there was no line by line cost explanation. Even worse: I contacted their 'customer service' several times to have them explain how they got to the total cost, and they repeatedly put me off. "The manager is away from his desk. he will call you shortly." Calls were never returned, They obviously do not care about customer satisfaction. If there is an error, they should admit it. I do not like being ripped off. Such behavior is suspicious at the least. I would warn people about having dealings with this company. When the plumber arrived, he offered the better model of garbage disposal--about $900 (read $1000). For a garbage disposal! Full disclosure: I received a $35 discount (which everyone gets for a purchase of over $250), and $25 credit because I had to wait an entire day for them to come out the day before.

  

  Business Response

  Date: 12/21/2023

  The Service Manager, ***, spoke to ****** on 12/8/2023. They discussed Flat Rate pricing and the importance of using that structure versus hourly rates. If we used an hourly rate then a person that *** have less experience would get paid more on a job than a person that has more experience. This is because if you have more experience  it will take you less time to troubleshoot and you will most likely do the job more efficiently. Someone that doesn't have as much experience would take longer and *** make timely mistakes. Hourly rates would make the customer pay more for the less experienced person. We price our jobs basked on the task and not the time. That way if it takes more time the customer doesn't pay more and if the experienced tech does a better job they make the same amount. Our focus is that the technician is not rushed through a job, which hourly rates typically make this happen. We want our technicians to take their time and take care of the customer and their issues and not be rushed. *** and ****** also discussed how we price the tasks of our jobs. 50% is towards the job costs, 40% is company overhead and 1-% is company profit. Without the 10% profit the company will not grow and strive to hire the best talent, ensure the team has quality healthcare, etc. Plumbing Nerds has been in business since ******************************************************************************************************* business. *** said that it was a good conversation and that ****** appreciated the explanation.