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:09/29/2025

  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.

  Damages to home include to sidewalk from heavy machinery, broken bricks on front of home caused water intrusion, multiple code violations. 1 Tom Plumber has lied to us and to the City of ******. Details are in the timeline and their responses to us and to the City of ******. We are requesting 1 Tom Plumber to pay for repairs to sections of sidewalk they damaged, to repair the broken bricks, to repair areas of code violations and for debris haul off.

  Business Response

  Date: 10/06/2025

  Hello,

  We recently received a letter in the mail regarding a customer complaint filed against our company. I wanted to take a moment to provide some context and clarification on the matter.

  Our team made several attempts to address and resolve the customers concerns; however, we did not receive any response from them. The customer initially sent us a formal letter outlining their complaints, which I have attached below, along with our written response.

  Summary of the Customers Concerns:

  1. Damages to the sidewalk from heavy machinery The sidewalk in question was already damaged prior to the commencement of our work. To support this, we have included photographs taken from a ****** image search dated 2022.
  2. Reimbursement for debris haul-off We offered to return to the property and complete the cleanup at no additional charge. Unfortunately, we did not receive a response from the customer to schedule this *************
  3. Dishonesty toward the customer and the City of ****** This pertains to the final inspection, which we were unable to perform due to the customer hiring an independent landscaping crew. The crew poured concrete before the inspection could be completed, preventing us from finalizing that step of the *************

  Please see the attached documents for the original complaint, our formal response, and supporting photographs.

  Customer Answer

  Date: 10/13/2025

   Complaint: 23942551
  
  I am rejecting this response because: !-*** Plumber is again refusing the address our main issues and concerns and they are being dishonest. We are not seeking reimbursement for the full sidewalk. The sidewalk was in need of some repair, but 1-*** Plumber should have acted with proper due diligence to properly secure our sidewalk from further damage. 1-*** Plumber did not properly protect our sidewalk and this caused two sections of sidewalk to be caved in. We have attached photos and estimates for the partial and full sidewalk repair. We are requesting payment of $2994 for the sections that they damaged.  
  We were told by ****** ****** that he would be out a week after the job was completed to do a final inspection and clean up. We never heard from 1-*** again until May 20th when I submitted a complaint to the financing company about their work. We have phone records to prove that we received no forms of communication from 1-*** Plumber from April 26th, when the job was "complete", to May 20th. We are requesting $50.00 for debris removal of busted pipes and broken railing. We are requesting $706 for soil removal. These were part of the work order. 
  We always spoke with ****** ******, who we believed was a licensed plumber. On April 26th, after our interior sewer line was hooked up,****** had us run water through our pipe to check the line. He then said everything looks good and instructed his team to fill in the pipe line. We never hired anyone besides 1-*** Plumber to work on our home. The same guys that did the demo work for tearing out our sewer line as directed by 1-*** Plumber (******) was the same team that filled in the concrete. ****** told us "we're going to take care of this for you." Again, we never hired anyone else, nor instructed 1-*** ************** do pour any of the concrete they poured. On the permit, it clearly states that they only pulled a permit for exterior work. With the timeline it really feels like they had the inspection of the exterior line and once the inspector was done they got to work on the interior line and covered it up as quickly as they could. 
  We are requesting $2582 to repair reconnect the drains that ****** did not properly connect. This is a drain from our garage to a pipe that ****** removed. We were never told that another pipe was connected to this one.We were never told that he left an open pipe.
  We are requesting $300 for repairs to the broken bricks on the front of our home. These were damaged during the tear out of exterior pipe. 
  We are requesting $1412 to properly repair our load bearing wall. We were told by ****** that they installed a footer under this wall. I have attached a copy of the City of ******** inspection that states this was not done. 
  Total reimbursement that we are requesting is $8044. 
  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 10/23/2025

  Regarding their claim that we never reached out between 4/265/20, Ive attached our call logs for reference. All calls are recorded and stored. We made attempts to contact them on 4/30 and 5/1 via phone. Additionally, they reached out to us via email on 5/1 requesting a copy of an invoice no complaint was made at that time.

  Sidewalk:
  We have seen one photo of the sidewalk that was allegedly damaged by our team (attached). Ive also included a photo taken by one of our technicians on site showing that the damage was pre-existing, along with corresponding ****** images of the sidewalk for further reference.

  Concrete, Bricks, and Load-Bearing Wall:
  The concrete, brick, and wall work were all contracted through the landscaping/construction crew we referred to the customer. The customer directly instructed that crew to pour the concrete. They were also responsible for completing the brick repair and load-bearing wall repair.

  Debris Removal:
  We offered to return and remove the debris at no cost to the customer, but did not receive a response.

  Garage Drain:
  The drain in the garage was removed at the customers request, with no additional cost, as they did not like the appearance of the drain.

• Initial Complaint

  Date:02/04/2025

  Type:Service or Repair 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.

  The repairs to my bathroom are not being worked on. Has been not been worked on for over a month. Numerous complaint calls have not been returned and no response to my complaints

  Business Response

  Date: 03/03/2025

  **** is currently working with the customer to complete the job. The technician that started the project is no longer with our company.