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:05/13/2025

  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.

  We placed a service request through our home warranty provider to have a slow-draining bathroom sink snaked. The technician used an electric auger, despite being informed that the drainpipe makes a 90-degree turn inside the wall. We were concerned about the force used during the procedure, as we heard loud and rough movements from the other room. It was significant enough to shake our entire house! As a result, the base of the main cast iron pipe was damaged, and a hole was punctured in a portion of galvanized pipe. This caused the bathroom and adjoining room to flood any time the sink is turned on. Now, instead of a $100 charge for a sink snaking, we have to shell out thousands of dollars in repairs.After the incident happened, the technician went in and out several times to speak with his manager. At one point he tried to have me sign a liability waiver absolving them from damages caused by their negligence. I declined. As he was leaving, **** said the manager would call later that evening or the following day. We never heard from anyone. He never called and was repeatedly unavailable when we called their office. Email correspondence was ignored as well. This company is irresponsible and unaccountable for the damages they cause. Damages directly resulting from their incompetence and/or negligence. Homeowner beware, especially if they are referred by a home warranty. Do not let Third Generation Plumbing in your home.

  Business Response

  Date: 06/06/2025

  Response , on 3/19/25   Tgp tech went to customer home under owners warranty company to clear lavatory stoppage . Ran cables thru drain using standard electric machine to the plumbing industry . Home piping is original to home , ********************************************************* vertical stack at base of 3" cast iron line in ground where cable never entered . Called owner warranty they were only covering up to $500 of the $3500 cost to repair . *** is ready to complete repairs once balance of job accepted by owner . 

  Customer Answer

  Date: 06/13/2025

  
  Complaint: 23319662
  
  I am rejecting this response because:
  
  We were not advised that such extensive damage was a risk of the work being performed that day. 
  
  Third Generation was sent through our home warranty company to snake a slow draining sink. The technician used an electric auger, which is a powerful piece of equipment. We were sitting outside of the bathroom and it shook our entire house. Access was made from under the sink, directly into the wall. Every plumber we have had come to give estimates for repair has been surprised by this, as there is a vent stack on the roof and a clean out in the yard. Both of which would have been less likely to cause damage. 
  
  
  The type of piping in our house is not uncommon and we mentioned a 90 degree turn in the wall. My husband also informed the tech about the other access points. One plumber said that an air gun (or at minimum a scope) would have been preferable in this case, as that would have been far less likely to cause damage and would have informed them how to proceed safely. 
  
  
  Their use of the electric auger, under these circumstances, is what caused the pipes to break. Not only did they crack the cast iron stack as was mentioned in their response, but they also punctured a portion of the galvanized pipe within the wall. This was discovered when we cut a slightly larger hole in the wall to investigate. I tried attaching a photo but it wont accept the upload. 
  
  
  At the end of the day, if I was properly made aware of the risks, I would not have allowed them to proceed. The damage to our home was directly caused by their negligent technique and they should be responsible for repairs. I dont feel comfortable having Third Generation perform the work, as the trust has been broken. To me, a suitable solution would be to file a claim with their insurance agency or have them pay a licensed contractor of our choosing to perform the repairs. 
  
  
  Sincerely,
  
  ******* ********
  

• Initial Complaint

  Date:05/20/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  After previous issues regarding our master bathroom toilet and shower, our guest toilet started to leak when flushed. We called American Home Shield, who dispatched Third Generation on April 4th. The plumber, *****, asked if there was a cleanout, which we were unsure. He didn't search for a cleanout and pulled our guest toilet to snake. During the snaking, no debris was removed. After the snake, he determined that the ****** needed to be replaced. He left for the hardware store and drove into the neighbor's mailbox. He had to purchase materials to fix the mailbox in addition to our repair supplies. ***** dropped off the supplies to our neighbor, who did the repair themselves. ***** replaced the ****** and reconnected the toilet. He then repaired a leak in the master bath shower and left a hole in our sheetrock where the repair was done.We continued to have drainage issues, specifically with our guest bathroom toilet (leaking when flushed). We recalled Third Generation via American Home Shield. ***** was re-dispatched to "check his work". He determined there were further issues with the pipes, and wanted to pull the toilet to snake again for additional charges. We were unhappy and when asked why the toilet was still leaking despite flushing upon initial repair, *****'s tone shifted erratically. He threatened to gather his things and leave. He became apologetic and offered to camera our line for no charge. He camera'd our line while apologizing repeatedly for how he spoke. The camera showed mineral buildup and determined that we needed a heavier snaking, which Third Generation does not provide. After calling another plumber, we found a cleanout.We are seeking a refund of $385 for the following reasons: no search for a cleanout, damage to the neighbor's mailbox, unprofessionalism (to both homeowners), improper assessment of services needed Not only were we charged $770, but we continue to pay other plumbers to repair our pipes, as the issues were never resolved.

• Initial Complaint

  Date:10/05/2023

  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.

  Early August a tech came out and did a leak inspection. I was not at the home and the receptionist called...not the tech...and said the tech could not find a leak so it was probably very small. She said the could fill it with coolant and it would probably be ok for a while. I agreed to this. What she did NOT tell me was that the tech never checked the line set and had simply used "the sniffer" and the recommended action was to advise the customer to do an isolation test to rule out or pinpoint the leak. I found all of this out 5 days later when all of the coolant was gone! ** and ****** met me at the condo and a huge leak in the inside coil was located. ****** acknowledged that the first tech should have suggested the iso test and he said that he would deduct the cost of the wasted coolant if I chose to replace the system or repair the coil. Obviously I have NO faith in this company and had someone else replace the coil. I feel that the cost of the coolant ($325) should be refunded to me as ****** said that the first tech did not follow procedure in advising about an iso test. I have repeatedly reached out to the company with no response.

  Business Response

  Date: 10/24/2023

  Third Generation Plumbing and Mechanical was contacted for an AC repair on 08/02/2023. On arrival the system was not cooling, the technician performed and electronic leak search to pinpoint the leak (as protocol dictates) which he was not able to locate at the time of service. The technician then advised the customer of the situation and requested we charge the system to keep them cooling. The homeowner paid for the refrigerant (5lbs), the technician proceeded to charge the unit with refrigerant. The homeowner contacted TGP again on 08/11/2023 advising the unit was not cooling again, A manager went out to further diagnose this issue. At the time of service, the Manager found a leak in the coil and advised of options to repair existing and /or replace the unit. In the event the homeowner opted to replace the unit we would credit the refrigerant to the price of the new unit. The homeowner opted out of repairs or replacement with Third Generation, the service she paid for has been rendered. Unfortunately, no refund can be issued at this time. 

  Customer Answer

  Date: 10/26/2023

   
  Complaint: 20696999
  
  I am rejecting this response because: I never spoke to a technician; the receptionist relayed to message that a leak could not be found. ******, a manager who was at the condo for the second visit, told me that the first technician and not done an iso test nor was I given the option of having an iso test done which would have helped to isolate the leak. ****** also said that they work so much with American Home Shield that some of the techs are not as thorough because AHS pays them to go back. ****** also told me that the first tech did not do a complete job and he told me that he would take the price of the coolant off of the cost of repair or replacement however I have absolutely no faith in this company and had the replacement done with someone else. If he was willing to do that, he should refund me the cost of the coolant either way. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 10/27/2023

  The homeowner opted out of repairs or replacement with Third Generation, the service she paid for has been rendered. Unfortunately, no refund can be issued at this time.

• Initial Complaint

  Date:10/05/2023

  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.

  Business using an excuse about safetly concerning the location of the condenser in a building with 240 units, all of which are outside situated the same with respect to the corresponding unit.The building is almost 40 years old. The issue I am having is not uncommon and occurs often across all 240 units. There has never been a situation where the technician felt unsafe servicing a condenser outside the unit.

  Business Response

  Date: 10/24/2023

  Third Generation Plumbing and Mechanical was assigned to this job via 3rd party warranty company American home shield on 10/04/2023. The technician attempted to diagnose the system which was not cooling on arrival however the condenser did not have safe access as it sits on a 19th floor ledge. Due to OSHA guidelines all technicians must have a safe access to perform work on any unit. The technician attempted to diagnose any failures on indoor air handler unit, unable to find a cause of failure. The technician then advised needing safe access to condenser, the homeowner asked the technician to leave his property before being able to gather all information for the warranty company. The owners warranty company did not cover this claim as there was no access to condenser. any further complaints should be directed to the homeowner's warranty company, American Home Shield.

• Initial Complaint

  Date:12/27/2022

  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.

  THIRD GENERATION PLUMBING AND MECHANICAL WAS CONTRACTED THROUGH AMERICAN HOME SHIELD (HOMEOWNERS WARRANTY COMPANY). THIRD GENERATION WENT TO THE HOME ON 11/7/2022, DID INITIAL ESTIMATE.I PAYID UP FRONT ******** THE COST OF THE REPAIR, TECHNICIAN CAME BACK ON 11/25/2022 REMOVED THE **** FOR THE REPAIR. ITS OVER A MONTH, WE TRYING TO CALL THE COMPANY TO FIND OUT AN UPDATE AND NO ONE KNOWS WHAT IS THE PROGRESS OF THE REPAIR, NO ONE CALLING US BACK, TODAY IS 12/27/2022 & STILL NO UPDATE BUT IN A MEAN TIME WE ARE WITHOUT A/C OR HEATER BUT WE ALREADY PAYIED UP FRONT. WE LEFT MESSAGES, LEFT OUR PHONE NUMBER AND NO CONTACT WHATSOEVER FROM THE COMPANY. IN MY OPINION ITS A TERRIBLE CUSTOMER **********************, NO RESPONSOBILITY OR ACCOUNTABILITY.

  Business Response

  Date: 01/10/2023

  THIRD GENERATION PLUMBING AND MECHANICAL ALREADY HAD A TECHNICIAN RETURN AND REINSTALL THE **** ON 01/03/2023. THE HOMEOWNER WAS INFORMED AT THE **** OF THE **** REMOVAL THERE IS MULTIPLE ****S BEING REPAIRED AT ANY GIVEN **** AND OUR POLICY WITH THE HOMEOWNERS WARRANTY COMPANY IS ALL NON COVEREDS MUST BE PAID IN FULL. 

• Initial Complaint

  Date:12/14/2022

  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 October 13th I called my home warranty company for an A/C repair. American Homeshield Warranty assigned Third Generation Plumbing and Mechanical Company (TGPMC) for the repair. A gentleman came in on October 17, 2022 to do a "diagnostic" from TGPMC. He mentioned that I had a Freon coil leak on the 2nd floor A/C unit and that was the cause of the issue. In order for them to proceed with the repair-order they needed me to pay $800 for the Freon which my warranty company did not cover. I paid the $800 and was told that a technician would come and remove the coil to bring to their shop for repair and it would take approximately one week. On October 18th a technician came to remove the coil and he told me that the repair would not be done within a week but rather two weeks. It took this company 3 weeks for them to "complete" the job with a lot of complaining on my part. The date of completion was November 8th, 2022. After coming back from vacation later in the month I noticed that the upstairs unit was not going below 74 degrees. I gave this company a phone call which they stated that it takes time for the coil to seal. Later I found out that it was a complete lie. So I called my warranty company on December 7th, 2022 to file a complaint and to assign a different company because I had already been lied to. They couldn't do that because TGPMC had already received the money for the repair. They told me not to worry because I was still within the refurbish/recall 30 day period which meant that the company had to come out and do another diagnostic. The diagnostics under the refurbish/recall were done on December 12, 2022. TGPMC sent out a completely different technician which told me that there was still a leak on the exact same A/C unit. He stated that they misdiagnosed the location of the leak. The work diagnostic order states, " Found liquid line gasket at condensation bad and leaking Freon. Needs new gasket." This meant that the $800 that I spent on Freon was completely gone and that I needed to spend another $800 for the misdiagnosed repair. That he was sorry. Soon after he left, I called my warranty company and was told not to worry. But it was too soon to file a complaint because they had not received the new diagnosis. Later that same day I received an email stating that the work order was for a HEATING PUMP. I could not believe this was happening. I explained to them time and time again that the work order had the exact same diagnostic from the original repair but in a different location from the same A/C unit. It had nothing at all to do with the Heating Pump. I was told several times by the warranty company that I wouldn't have to pay to refill the Freon. I asked to speak to a supervisor and they told me that they were not available but one would call me in 24 hrs. Never received the phone call. Now today I called my warranty company and an escalation manager told me that there is nothing they can do because according to TGPMC I was outside my 30 days. I have to pay for the refill of Freon for $800. I explained that I was not outside of the 30 days because the initial "repair" was done on November 8th and my complaint for no repair was on December 7th. They finally admitted that I was right. They stated that they would call the repair company back and that it would be escalated with their supervisor. I called the repair company soon after and I asked to speak with the owner ****************************** was told that he was busy. Later I called and was told that he was sick and they don't know when he will be able to reach back out to me. Everything that I have stated I have recorded (conversations, text messages and documentation.)

  Business Response

  Date: 12/14/2022

  THIRD GENERATION PLUMBING AND MECHANICAL WAS ORIGINALLY OUT TO THE HOME ON 10/18/2022 THE DIAGNOSIS WAS A LEAK IN THE EVAPORATOR COIL. THIS COIL WAS REMOVED ON 10/24/2022 AND REINSTALLED AFTER REPAIR ON 11/08/2022. THIRD GENERATION RECIEVED A RECALL WORKORDER FROM THE HOMEOWNERS WARRANTY COMPANY ON 12/08/2022 WHICH WE RETURNED ON 12/12/2022 AND LOCATED A SECONDARY LEAK IN THE CONDENSING UNIT AT THE GASKET. THIS WAS THEN CALLED INTO THE HOMEOWNERS HOME WARRANTY COMPANY. THE HOME WARRANTY COMPANY DID NOT COVER THE REFRIGERANT. THIRD GENERATION PLUMBING AND MECHANICAL APOLOGIZES FOR ANY CONFUSION OR UNPLEASANT EXPIRENCE WITH THE HOME WARRANTY COMPNAY. ANY FURTHER COMPLAINT SHOULD BE FORWARDED TO THE WARRANTY COMPANY. 

  Customer Answer

  Date: 12/22/2022

   
  Complaint: 18567929
  
  I am rejecting this response because: On Decmeber 21st American Homeshield warranty company sent out a different  A/C company for a much more thorough inspection to be able to ****** a proper third opionion/assessment. ******************* had told me that they have done many second opinion assesments behind Third Generation because of the amount of issues customers have had with this company. He also asked, "why do they have three different people doing the job? They should have one technitian doing the job so that there isnt any miscommunication." This gentleman spent hours using his detectors and spraying to try to find any leaks. No leak was found. I showed ******************* the report given by Third Generation and disagreed with the second inspection given by Third Generation. No second leak was found. Therefore, the issue is that Third Generation never put freon back in the system to complete the job. It was said many times by Third Generation employees that because I was not their direct line of contract (warranty company pays them) that one can never expect a proper job done. I was given much more information by ******************* in one day than Third Generations had given me in months. Just bad business and customer ********************** on behalf of Third Generations. Do not hire this company. The owner ****************************** needs to be more hands on to see the poor quality job done by its employees. Nasty attitude with the office ladies over the phone and all the way around very poor job quality. I have attached the report done by ************ 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/12/2022

  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.

  We bought a house in ******* in June and the **** worked just fine. Last week the system stopped working and since I am out of town for military duty, I called American Home Shield to setup a service call through the warranty program. The company that was used (Third Generation Plumbing and Mechanical ***** did not contact me to schedule the service call. They set the appointment automatically, even after my wife contacted them to schedule an appointment. This appointment was scheduled for 12/7/22. The company did not show up on time. I was notified by the office staff at 9:58 that a Technician was on the way to our house and would be there in 30 minutes. An hour later with no Tech, I called to find out what the arrival time was. The lady I spoke to stated she was too busy to call me and tell me that the Tech decided to take his 30 min lunch break. Another hour later the Tech still had not arrived. I filed a complaint through American Home Shield and have not heard anything back. When the Tech finally arrived he spent about 30 minutes at our house and said he had no tools or refrigerant to fix anything. He then stated there was a Normal Wear and Tear hole in our evaporator coil that was installed in April of 2021. This evaporator coil is located in my garage. He did not check the condenser unit that was outside because he did not know how to open it. He also stated he needs a crane to install an evaporator coil in a ********* then contacted the company that had installed the evaporator coil (install done in 2021 by A/C Therapist out of *****, *******). They came out the next day 12/9/22, inspected both the evaporator coil and the condensing unit and found an actual leak in the condenser unit (with video proof). Third Generation Plumbing and Mechanical was attempting to charge me $1500 that was not covered by the warranty to replace an item that worked just fine and would not have fixed the problem.

  Business Response

  Date: 10/24/2023

  Third Generation Plumbing and Mechanical was assigned to this job through a 3rd party home insurance company (AHS) ON 12/07/2022. The technician performed a full diagnostic on the system finding a repairable leak in the coil. Upon the initial visit the hanging kit hold the unit in the garage horizontally was blocking the service panel to get the coil out. in this case TGP would need a lift to lower the unit to safely access and repair the unit. The homeowners warranty company didn't cover the lift or a portion of the refrigerant on this claim. The homeowner did not pay the non-covered items and no further work was completed at this home. Any further claims for reimbursement should be directed to the owner's home warranty company American Home Shield.

  Customer Answer

  Date: 10/26/2023

   
  Complaint: 18549823
  
  I am rejecting this response because: The leak was not located on the evaporator coil as the company states. They found no evidence of a leak on the evap coil, and the tech who was on site stated that they could not find where the refrigerant was leaking from. 
  

  Since the evap coil was still under warranty from another company, I called them to come out and look at it and they did a proper diagnosis and found that the leak came from an improper weld on the condensing coil. I have attached their findings. Since their repair, our A/C system has worked properly.
  

  I am rejecting this response because the system was not properly diagnosed and their solution would not have handled the situation in any form or fashion. 
  

  The company also did not show up when they said they would, the office personnel that I spoke to were rude, and the tech didnt find the source of the leak. 

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

  Business Response

  Date: 10/27/2023

   The homeowner did not pay the non-covered items and no further work was completed at this home. Any further claims for reimbursement should be directed to the owner's home warranty company American Home Shield as no service fee's were paid to us but to the home warranty company American Home Shield. 

  Customer Answer

  Date: 10/27/2023

   
  Complaint: 18549823
  
  I am rejecting this response because:

  The company didnt even properly diagnose the system. Even if I had paid the non-warrantied items it would not of fixed the issue as the diagnosis that they performed was a sham. And now this appeal process has been dragged out for an exceptionally long time due to the service providers lack of administrative skill. 

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

• Initial Complaint

  Date:12/02/2022

  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.

  In August 2022 Third Generation Plumbing and Mechanical *** was dispatched to my home in *****, FL through my home warranty contract with American Home Shield (AHS). One of my two AC units was not blowing cold. I had the problem diagnosed by Red Cap plumbing however the repair was covered by my home warranty with AHS so AHS sent Third Generation out to do the repair. Third Generation replace the capacitor in the compressor unit with and "80" but it should have been replaced with a "70" per the manufacturer's specs as shown on the panel on the unit. I had my annual AC system review done by Red Cap and it was revealed to me that the capacitor was the wrong size "80" versus "70", I contacted Third Generation was told that there is nothing else they can do. The technician's notes say that he replaced what was already there and I cannot prove otherwise; however the panel on the unit says the capacitor should be a "70". Even if true, why would you intentionally replace a critical AC component with a component that is outside of the *** specifications? That is irresponsible, incompetent or both. Then to not stand by your work and remedy the situation is why have asked AHS to not send Third Generation to my home for any future service calls. I am very disappointed in AHS and more so in Third Generation. I would not recommend them to anyone at this point as I will have to pay to get this fixed or risk have a fire in my AC compressor.***********************

  Business Response

  Date: 12/02/2022

  THIRD GENERATION PLUMBING AND MECHANICAL WENT OUT TO THE HOME ON AUGUST 9TH 2022 THROUGH THE HOMEOWNERS HOME WARRANTY COMPANY AMERICAN HOME SHIELD. ACCORDING TO OUR RECORDS THE CAPACITOR WAS RECLACED WITH A 70+5 CAPACITOR AS PER MANUFACTURES SPECS. TGP HAS NOT BEEN TO THE HOME SINCE AUGUST 9TH 2022.