Complaints

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

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  ABC Plumbing Sewer Heating Cooling Electric

  220 W Campus Dr Arlington Heights, IL 60004

• 

  ABC Plumbing Sewer Heating Cooling Electric

  220 W Campus Dr Arlington Heights, IL 60004-1485

• 

  ABC Plumbing Sewer Heating Cooling Electric

  220 W Campus Dr STE 200 Arlington Heights, IL 60004-1499

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:07/25/2025

  Type:Product 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.

  They messed up my duct cleaning scheduling and refused to show any consideration for it. I called three times to confirm that I was scheduled for "First call" at 8-9AM and they somehow used a note from an earlier appoint that said after 1PM. The guys didn't get here until 3PM.I was on the phone all day trying to find out what was happening and eventually demanded a refund. It took 8 calls and harassing customer service specialists only for them to essentially shrug, admit they messed up, say they're sorry I'm frustrated and that shut down any talk to recompense or refund with just No. This is poor service, and I will be cancelling my membership with them.This is not a one-time issue, I have had regular problems with their service, and this is the last straw. I am not interested in service credit or gift cards.

  Business Response

  Date: 07/28/2025

  Dear Mr. ***************** you for taking the time to share your feedback. We sincerely apologize for the scheduling error that occurred with your recent duct cleaning appointment. You are correct that there was a miscommunication on our part regarding the appointment time. Although you had confirmed a first call appointment between 89 AM, an internal oversight caused your job to be incorrectly scheduled for the afternoon, and our technicians did not arrive until approximately 3 PM.

  We completely understand the inconvenience and frustration this caused, especially given the time you spent trying to get clarification throughout the day. This does not reflect the standard of service we strive to provide, and we take full responsibility for the mistake.

  Despite the delay, our technicians did complete the full duct cleaning service as scheduled, working for over four hours to ensure the job met our service standards. As a gesture of goodwill, our Customer Experience Specialist offered a $100 discount in recognition of the scheduling issue. While we understand and respect your request for a full refund, we are unable to offer that since the full scope of work was completed.

  We recognize that this experience, along with your previous concerns, has led to your decision to cancel your membership. We regret that we were not able to deliver a consistently positive experience and we appreciate the opportunity to have served you. Your feedback is extremely important to us in providing future services and avoiding this type of situation. Thank you and have a wonderful day.

  Sincerely,

  The Customer Experience Team

  Customer Answer

  Date: 07/28/2025

   
  Complaint: 23655445
  
  I am rejecting this response because: I was NOT offered a $100.00 discount at any time. The tech on site said they spoke with their supervisor who said that it was not considered a small discount. I eventually had to get back on the line with **************** again and spoke with ***** who informed me that "Management" whomever they were, had simply said they would not offer a discount of any type and declined to give me any sort of reason as to why my inconvenience or irritation did not seem to warrant ANY sort of consideration. In fact, since we're on the subject ***** seemed put out when I was upset when they finally told me they would arrive at 3PM, six hours after I was told to expect them. 
  
  I should not have said I expected a refund- that was a mistake. The work was done because I didn't expect to be able to get my deposit back as my faith in ABC was very low at the time.  Right now it appears that there are several disparate departments in ***, each of them unable to give me information without the cooperation of the other and I can never seem to get anything resembling a decision maker on the line.  To be honest I'd be must less irritated about the scheduling snafu is someone, anyone had just told me what had happened and when I could expect someone so I wasn't waiting around all day so I didn't miss anyone. 
  
  If a discount is indeed being offered, I'll accept it and continue to do business with ***, but so far that has not been offered. 
  
  
  
  Sincerely,
  
  ******* ****

  Business Response

  Date: 07/30/2025

  Dear Mr. ************* understand your concern regarding the discount, and I want to clarify that there may have been a breakdown in communication on our part. I apologize if it was not clearly conveyed to you earlier, but I am now personally submitting a $100 credit on your behalf. This credit will be processed immediately and applied to your original method of payment or your account, depending on the transaction.

  We are actively working to improve coordination across our departments to avoid situations like this in the future. Your feedback has been shared with our management team, and it will be used as a learning opportunity to enhance our internal processes and customer experience.

  Again, I appreciate your patience and your willingness to continue doing business with us. If you have any further questions or need confirmation once the credit has been processed, please dont hesitate to reach out to me directly.

  Sincerely,

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

  Customer Experience Supervisor

  Customer Answer

  Date: 08/04/2025

   
  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. The company's excellent customer service team has reached out to me to make amends, whice i have accepted and hereby rescind this review.
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:07/22/2025

  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.

  Called *** regarding maintenance check on my AC unit. Scheduled for July 11 in the morning. Notified that day I was placed on "fluid schedule", and no one showed up. Received a text message a 3pm for visit at 4p. Called company at 1pm on July 11 to reschedule given schedule conflicts and was given appointment July 15. Received email and text confirmation for July 15 at 8am... no one showed up to this, was told that their AI system is not working? Received appointment for today 7/122 at 8am. Received text for arrival between 8-9am. No one has shown up. Called company and was they now changed arrival time to 9:30. It is now 9:15 and no one has shown up.

  Business Response

  Date: 07/28/2025

  Dear Ms. ******************** you for taking the time to share your experience, and please accept our sincere apologies for the scheduling issues and delays you encountered.
  We truly regret the inconvenience caused by the multiple changes to your appointment times. While we aim to provide accurate time frames and clear updates, in this instance, we did not meet our standards. We completely understand how frustrating it must have been to rearrange your schedule multiple times only to experience additional delays and uncertainty.

  That said, we are pleased to confirm that when the service visit did occur, it was completed successfully. We hope the quality of the work met your expectations, even though the lead-up to it did not.

  We take your feedback seriously and are actively reviewing our internal processes to improve reliability and communication moving forward. Your patience and understanding are greatly appreciated, and we thank you for allowing us the opportunity to complete the service.

  If you have any remaining concerns or if there's anything further we can do to make this right, please dont hesitate to reach out to the Customer Experience Team directly. Have a wonderful day. 

  Sincerely,

  The Customer Experience Team

• Initial Complaint

  Date:07/09/2025

  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.

  New furnace and AC installed in April 2025. Failed county inspection and cannot get installing company to address the items that failed inspection.I have to chase them. Had an appointment on 7-8 to correct and they called and cancelled.Nobody seems interested in addressing this issue.They were paid in full.

  Business Response

  Date: 07/21/2025

  Dear Mr. ********************* you for bringing this matter to our attention, and please accept our sincere apologies for the inconvenience and frustration you've experienced. We understand how important it is for your new HVAC system to pass inspection, and we regret that your experience with us has not met your expectations. 

  We want to assure you that resolving this issue is a top priority. Upon review, it appears that you are currently scheduled for a first call appointment on Thursday, July 25th. Please let us know if this date and time works with your schedule. If not, we will be happy to coordinate an alternative that is more convenient for you.

  Thank you for your patience and the opportunity to make this right. We look forward to working with you to resolve the inspection items and ensure your complete satisfaction. The Customer Experience Team will be in direct contact with you until this has been resolved. Have a wonderful day and we will be in touch. 

  Warm Regards,

  The Customer Experience Team

• Initial Complaint

  Date:07/09/2025

  Type:Customer Service 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 company's customer service is subpar after rendering the basic services I was scheduled for a follow-up the company continues to no show or reschedule follow up appointments. I asked to be let out of the membership agreement but was told I had to either stay or pay a $300 cancellation fee. I don't feel as though that I should be bound to the agreement when a customer service and the company is not fulfilling their contractual agreement. There never a manger or any available to talk to you so my concerns to be escalated. I was told they would take 7 to ************************************************** regarding this my concerns. 

  Business Response

  Date: 07/21/2025

  Dear Mr. ******************** you for bringing this to our attention. We sincerely apologize for the inconvenience that you have experienced and for any frustration caused by missed appointments and communication delays. 

  Based on the circumstances that you outlined, we see that your concerns are valid. As a gesture of good faith and in recognition of your experience, we have canceled you membership effective immediately and waived the cancelation fee. 

  We value every customer and are committed to improving our service. We truly hope that this resolution demonstrates our willingness to make things right and may lead you to reconsider your impression of our company in the future.

  If you have any further questions or concerns, please do not hesitate to contact us directly. 

  Thank you and have a wonderful day. 

  Sincerely,

  The Customer Experience Team

  Customer Answer

  Date: 07/21/2025

   
  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,
  
  **** *******

• Initial Complaint

  Date:07/06/2025

  Type:Sales and Advertising 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.

  Got a new water heater from *** on Wednesday June 25th. They charged me $7,500 , which is way overpriced and included the club membership and a couple other discounts. They pointed out mold that was caused by the broken water heater directly behind the water heater on the wall. They also recommended a remediation company to use. The new water heater was shorter and wider in size. They installed it too close to the wall where the remediation company cannot fix the problem unless the water heater is moved. I made the appointment with *** to move the water heater and they said it would be at no charge due to it just being installed and the issue that needed tending to. I had the appointment set for July 2nd for them to come back out to move the water heater and also have the remediation company start their work. *** tried to charge me $1,700 - $1,800 to have it moved. Thats outrageous and taking advantage of the consumer. While they were trying to get it worked out, the plumber left. I called *** to let them know the situation that same day. They said a manager would call me back within 24 hours. I called back on July 3rd and left a message. I havent heard back. Ive been a long standing loyal customer. They continue to be over priced and have felt taken advantage of them for the past couple years.

  Business Response

  Date: 07/08/2025

  Dear Mr. ******************** and foremost, thank you for being a valued customer and for your continued trust in us over the years. We truly appreciate your loyalty and the opportunity to serve you.

  We have reviewed your concerns, and I want to assure you that we take all customer feedback seriously. I would like to clarify some points made in your complaint.

  On July 25th, our technician responded to a call regarding a failed water heater. During the visit, the technician informed you of multiple replacement options, including models at various price points. After reviewing the options, you chose to move forward with a larger unit that was in stock and available for immediate, same day, installation. The final cost reflected the scope of work, the selected water heater, and discounts that were applied at the time of service. 

  During the installation, the technician pointed out visible mold damage on the wall behind the old unit and recommended to have a remediation company come out and address the situation. The newly installed water heater, due to size and due to the location of the CO (carbon monoxide) vent, directly behind the unit, was installed in the only viable position that meets both safety requirements and manufacturer guidelines.

  We understand that the remediation company advised you that the unit would need to be moved in order for them to fully access the affected area. Although this additional step was not a result of any installation error, and was not a part of the original scope of work, *** agreed to move the water heater at no charge to help facilitate the remediation process. This option was declined based on being without hot water for 4-5 days.

  We want to emphasize that we remain more than willing to assist, but we must do so within boundaries of professional standards, safety requirements, and mutual cooperation. Please reach out to ********************************** to coordinate a plan that works for all parties involved. Thank you.

  Sincerely,

  The Customer Experience Team

   

  Customer Answer

  Date: 07/08/2025

   
  Complaint: 23562562
  
  I am rejecting this response because:

  this information is not fully accurate that theyve responded back with. Would prefer to discuss with someone at the BBB with the full details and additional conversations had with them over the past two days.
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 07/08/2025

  Dear Mr. ******************** style="font-size: 0.875rem;">Thank you for your response.

  I understand that you would prefer to speak directly with someone at the BBB regarding this matter. However, please note that the BBB generally communicates through written correspondence and does not engage in direct discussions with individual parties outside of their established dispute process. As the responding party for ABC Plumbing, Heating, Cooling and Electric regarding your complaint, I will remain your point of contact for any updates or clarification related to this complaint.

  Im happy to continue working with you to ensure your concerns are addressed and to help bring this matter to a resolution. If there are specific details or points from your previous conversations with our technicians or the remediation company, that you'd like to share, I encourage you to forward them to me so that I can assist in the complete resolution for this situation.

  Kind Regards,

  The Customer Experience Team
  
  

  Customer Answer

  Date: 07/08/2025

   
  Complaint: 23562562
  
  I am rejecting this response because:

  ABCs response is inaccurate and an example of deceptive business practices. On 6/25, the original plumber/technician ****** responded to our call regarding our hot water heater. He offered several hot water heater options as replacements. We selected the least expensive option - not because it was readily available but because it was the least expensive option. It is important to note that this heater cost $7,500, which in and of itself is not a great price for a hot water heater to begin with. The technician pointed out the mold and said that would need to be remediated and could be done by their partner company ***. This technician failed to disclose that this new hot water heater would take up greater space in the area, include a pipe blocking the molded wall, and render the damaged wall inaccessible. The second ABC technician ***** came that afternoon on 6/25 and installed the new hot water heater. Upon calling the remediation company, at the advice of ***, that employee named ****** said the hot water heater was too close to the wall to access the dry wall and complete the remediation. ****** said *** should be contacted to move the hot water heater. This is where the massive disconnect and deceptive practices begin with ABC. 
  

  After ****** from CWF visited, we called *** to have them return. The dispatcher from *** (called on 6/30) said there would be no charge to move the hot water heater. ***** with *** came back to the house on 7/2 and said he would move the hot water heater and that it would cost between $1700-$1800 dollars. *** was set up to come that same day and time and arrived during this time period. ***** confirmed that the hot water heater could be moved and installed away from the wall, but not without a charge. 
  

  this is the point of this claim. *** is alleging that we were aware of this issue - and our claim is that this was sloppy and negligent work on their behalf. Perhaps it was ****** not communicating appropriately or the dispatcher not communicating appropriately, but regardless, had ABC communicated ANY of this with us, we would have proceeded differently. We did NOT select the hot water heater because - as they claim - we wanted one in stock. We were never told this hot water Heater would take up more space and be closer to the wall. At best this is a massive miscommunication between *** employees. But more directly, this is deceptive and an attempt to money ***** us. 
  

  More critically is the outrageous behavior of the customer experience manager *** ****. He spoke disparagingly, laughing at my compliant. He used phrases like I dont know, im not a plumber. During one conversation, he said to me how do you know? You arent a plumber. He has also made statements like, you are getting a great deal from ***. We are uncertain as to why he is saying phrases like that. He has continued to make false statements, claiming that we agreed to this hot water heater knowing it would be problematic. He made zero attempts to solve this problem in an appropriate manner. His suggestion is to disconnect the hot water heater for 4-7 days, which is unreasonable in a household with children. 
  

  again, we are asking that they correct their errant ways. They did not communicate appropriately and have engaged in deceptive business practices, leaving us with an existing issue caused by them and attempting to money ***** us to repair it. 

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

• Initial Complaint

  Date:07/04/2025

  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.

  Im writing to formally express my frustration regarding a recent plumbing service I received at my home in *****************, ***I contacted this company to address a clogged kitchen sink. During the technicians visit, I was told I would be enrolled in a monthly membership, displayed on the technicians iPad as $127. I reasonably assumed the total cost for the service would be around that amount. Instead, I was charged approximately $700, with no clear breakdown of labor or parts only being told I had "saved $127" by joining the membership. This felt deceptive and confusing, as no itemized receipt or membership contract was provided.Whats more concerning is that my kitchen sink was not leaking prior to the technicians visit. The following day, the sink began leaking badly. When I called the company back, I was quoted another $700 to replace the P-trap a part that typically costs less than $20. My neighbor was able to fix it for free, confirming it was a basic repair. This raised serious concerns about the honesty and integrity of the service *********** date, I still have not received: A full itemized receipt of what the $700 charge covered, A copy of the membership terms I was enrolled in, Confirmation that the membership was canceled after my request.This experience has felt like high-pressure sales and predatory pricing. I am requesting the following: Immediate cancellation of the membership and no further billing. Written confirmation of cancellation. A copy of the membership agreement. A full itemized receipt of the $700 charge. An explanation of why my working plumbing was suddenly declared faulty.If this is not resolved in a timely and professional manner, I intend to escalate this matter through appropriate consumer protection channels. Thank you for your time.

  Business Response

  Date: 07/07/2025

  Dear Mr. ******************* you for the opportunity to respond to this complaint.

  We take customer feedback seriously and aim to clarify the concerns expressed regarding the plumbing services at your residence. 

  1. Flat-rate pricing:

  *** operates on a flat-rate pricing model, which is standard in this industry. We do not provide itemized breakdowns on parts and labor. This pricing structure is presented to the customer before any work can begin. The customer has the opportunity to accept or decline the cost at that time. In this situation, the rodding was needed and you agreed to the attempt to clear the sink drain line. 

  2. Club membership enrollment:

  Our technician presented the optional membership program during this visit, including the discount benefits and monthly cost. You accepted the membership and the discount was applied immediately, resulting in savings off the standard flat-rate pricing. However, due to your dissatisfaction, this club membership has been canceled, effective immediately. You will not be charged for this moving forward. 

  3. Post-Service plumbing issue:

  We regret to hear about the leaking sink reported the day after our visit. Our technician, that was on site for the rodding did add that information, regarding the leak, into this notes and observations. This information was sent to you via email after both visits. 

  We are committed to transparency and ethical service. All pricing and work was communicated in advance and authorized before proceeding. We are happy that you were able to resolve the issue to your satisfaction with a different company. If you should have any other questions or concerns I would encourage you to reach out to the *******************************

  Thank you and have a great day. 

  Sincerely,

  The Customer Experience Team

• Initial Complaint

  Date:06/30/2025

  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.

  I paid $10,000 for my unit to be installed. This is ridiculous! I asked for a refund since *** could not confirm when my unit would be installed. I will get four seasons to do it instead. I have already been given the run around all week when the technician came and said theyd fix it and they did not. This is ridiculous. ****** my membership and refund my money.

  Business Response

  Date: 07/02/2025

  Good morning Ms. ******************** you for sharing your recent experience regarding your HVAC installation. We would like to apologize for the inconvenience you've experienced. We understand how difficult it has been to go without air conditioning, especially during this time of year, and I regret that this situation has caused you discomfort and frustration.

  While we were on-site yesterday and are scheduled to return today to complete the installation, I recognize that the delaycaused by the challenge of locating the appropriate coil for your limited spacehas been understandably upsetting. Please know that we have been working diligently to ensure the correct equipment is installed safely and properly.

  Our team is fully committed to completing the installation today, and I will personally follow up with you afterward to ensure everything is functioning as expected and that you're fully satisfied with the outcome.

  Thank you for your patience, and again, I sincerely apologize for the delay and the inconvenience this has caused.

  Warm Regards,

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

  Customer Experience Supervisor

• Initial Complaint

  Date:06/27/2025

  Type:Customer Service 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.

  Two months ago, I called and scheduled a air conditioning tune up for June 25, 2025. About 1pm, on June 25 I had not heard anything , so I called. ***. The first time, I got a recording, the second time a lady representative answered. I asked her about my appointment and she claimed my appointment was for Saturday June 28. I said no, I don't make appointments on the weekends (I think they changed it for their convenience.). She asked if I would want to change it to July 17, 2025, I said no. She said ok, someone would be out on Saturday, the 28th. This morning, Friday, June 27, she calls me and tells me that they are cancelling my appointment for tomorrow, because of all of the emergency calls and that she can schedule me on July 17. I told her that I had scheduled that appointment 2 months ago. I said that I didn't want a July 17th appointment and to just forget it. I spoke to the same lady both times. I feel that *** is putting me on the back burner because they can make a lot more money with these emergencies. My tune up was for $49. It's not right, its all about greed. I have used them on other occasions. This is not good practice and I don't plan to use them again. 

  Business Response

  Date: 06/30/2025

  Dear Ms. **************** sincerely appreciate the opportunity to respond to your concerns and regret the frustration this experience has caused.

  First and foremost, we want to apologize for the scheduling confusion and any inconvenience this may have created. After reviewing our records and internal communications, we acknowledge that you originally scheduled an air conditioning tune-up for June 25, 2025. Unfortunately, due to a scheduling system error, the appointment was inadvertently moved to Saturday, June 28, without your direct consent or notification. This was a mistake on our part, and we take full responsibility.

  As a company, we strive to honor all customer appointments, especially those scheduled well in advance. However, during extreme weather conditions, we sometimes face a high volume of emergency service calls. While these situations require immediate attention for customers without functioning A/C, it is never our intent to deprioritize customers with scheduled tune-*** or to make anyone feel less valued.

  Our representative did attempt to offer a reschedule date of July 17, which we understand was not acceptable. We understand your frustration, particularly given your loyalty and past patronage. We respect your decision and are truly sorry that we failed to meet your expectations this time.

  Please know that this situation is not reflective of our usual service standards. We are actively reviewing our scheduling and communication protocols to prevent similar incidents from occurring in the future.

  We appreciate the opportunity to address this issue and would welcome the chance to make it right, should you reconsider in the future, I would encourage you to reach out to our ****************************** directly. Thank you and have a wonderful day. 

  Sincerely,

  The Customer Experience Team

  Customer Answer

  Date: 06/30/2025

   
  Complaint: 23529950
  
  I am rejecting this response because: I should have been accommodated sooner than July 17.  Are all the customers they have between now and July 17, emergencies?
  
  Sincerely,
  
  ******** ******

  Business Response

  Date: 07/02/2025

  Dear Ms. *************** want to sincerely apologize for the inconvenience you've experienced with scheduling a service call for your HVAC maintenance. Due to the recent extreme heat, many of the calls we've been handling have been true emergencies, which has affected our ability to respond as quickly as we would like to all our customers.

  That said, I completely understand how frustrating this may be, and I want to make it right. Id be happy to work with you to schedule a sooner appointment and ensure your needs are prioritized moving forward.

  If you would like to have this scheduled, I encourage you to reach out to me directly.

  Sincerely,

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

  Customer Experience Supervisor

  Customer Answer

  Date: 07/02/2025

   
  Complaint: 23529950
  
  I am rejecting this response because: *** ****** did not give me any way to contact her. I'm interested in setting up an appointment for early next week. Looking forward to hearing from *** ******. 

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

  Business Response

  Date: 07/07/2025

  Dear Ms. ******************* you for speaking with me to address this recent scheduling issue. I believe that this has been addressed and we are taking care of it, however, as per our phone conversation, I will follow up with you after the call. This will confirm that all went as planned. Have a wonderful day and we will be in touch. 

  Sincerely,

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

  Customer Experience Supervisor

  Customer Answer

  Date: 07/07/2025

   
  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. My air conditioner has been tuned up. I thank Ms. ****** for her speedy response. I look forward to speaking with her later.
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:06/27/2025

  Type:Billing 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.

  ABC was called by my fiancee to her house to simply install a toilet that had to be replaced after a disaster where half of her basement had been flooded. The basement took several months to be repaired and was very costly. I should add that my fiancee is a widow and lives with her daughters. and is one of the nicest, most trusting people you could ever hope to meet. She knows nothing about plumbing and signed up for ***'s membership thinking she would get fair service and fair ************** took the disaster she had in her basement and multiplied it several times over by what they did! The plumber who came out was supposed to just install a toilet in the basement.However, instead of just doing the job and leaving...he then put the "hard sell" on my fiancee. He had her walk him throughout the house and made suggestions about "other" things ABC could ***** make a long story short, he used the goodness, decency, and trust of my fiancee to hard sell her 6 more toilets!...none were broken and all in very good condition! So, if he just gave her a quote and then left for the evening for her to think about it and call her family and friends about the quotes that would be fine. INSTEAD, he sensed an opportunity to "close" the sale and went back in the early evening to get 6 more toilets to IMMEDIATELY install that night! He DID NOT LEAVE UNTIL AFTER 11 ******* AT NIGHT! My fiancee felt very awkward to have a plumber at her house until well after bedtime.When she told me what happened the next day I was mortified...that is super unusual behavior for a plumbing company. I have had many plumbers come out. I talked to friends about this and EVERYONE OF THEM thought this was weird, unprofessional, and taking advantage. He charged her over $2,000 PER TOILET FOR A TOTAL OF $14,566!!! This is NOT how *** advertises itself and NOT how she should be treated.We called ******************** and have had zero satisfaction and are still 7 days for management to call back.  

  Business Response

  Date: 06/30/2025

  Dear Mr. ********************* you for bringing this matter to our attention. We take all customer feedback seriously and appreciate the opportunity to respond.

  First and foremost, we are sincerely sorry to hear that your fiancs recent experience with our company left her feeling uncomfortable and dissatisfied. At ***, we strive to treat all customers with fairness, transparency, and respect, and we regret that this situation has not reflected the high standards we aim to uphold.

  Our records indicate that our technician was initially dispatched to install a basement toilet as requested. As part of our membership service and with the customer's approval, our technicians will often conduct a complimentary whole-home inspection to identify any additional plumbing concerns the homeowner may wish to address. This is always intended as a courtesynot a sales tacticand should never be conducted in a way that pressures the customer. 

  We understand your concern about the additional toilet installations that took place that same day. Our technician reviewed the recommendations and pricing with your fianc, and all work was approved in writing prior to installation. The pricing provided includes high-grade materials, professional labor, and extended warranties that reflect our premium service model.
  That said, we recognize that late-evening work and the overall experience were not what your fianc expected, and we are taking that concern seriously. We agree that no customer should feel uncomfortable or rushed when making a home service decision.

   Please be assured that your fianc is currently in active communication with a member of our Customer Experience team. We are committed to working directly with her to address her concerns thoroughly and respectfully.

  Thank you again for taking the time to share your feedback. We appreciate the opportunity to resolve this matter and restore your confidence in our service.

  Sincerely,

  The Customer Experience Team

  Customer Answer

  Date: 07/01/2025

   
  Complaint: 23529282
  
  I am rejecting this response because:

  We already spoke with ******* over a week and a half ago.  She generally claimed that management finds nothing unusual or wrong or deceptive or taking advantage about this experience with *** and that having a plumber come back the same day to do a huge job that he SOLD the customer on until after 11pm at night.

   

  Furthermore she claimed we should be satisfied with being billed by the job and not the hour like regular plumbers. Therefore, even though the charge of over $14,000 would be considered wildly exorbitant by other plumbers and companies we are somehow being served in an ethical, legal, and proper way. I have experience with installing toilets myself and through other plumbersthe charge is easily 3X higher than what we could buy the toilets for and installed by a local licensed plumber.
  

  The hourly cost *** charged for the roughly 6 hours of comparatively easy plumbing work is close to $2,500/hour!

  Also, *** is NOT taking care of the problem at all.  We told ******* we expected a call back from management to fix this wild overpricing.  Originally I told ******* I was sure there was a simple billing mistake and gave *** the benefit of the doubt. It has been a week and a half and they have not called as requested. 

  But it HAS become apparent that this type of sales and customer service experience must be more common and part of the *** business model.  My fianc has sent emails also to *** since we spoke with them and received no response.  There seems to be a type of boilerplate response strategy *** gives in publicbe polite, feign caring, delay, repeat their customer service satisfaction promiseand do nothing in our case. I see similar strategy with the many other complaints on the Better Business Bureau. 
  

  We honestly do not need this aggravation from *** and have wasted SO much time already trying to remedy what they did.

  Shame on ******* have lacked professionalism in how the jammed these $2,000 toilets on my fianc through pressure, sincerity in properly handling this situation, integrity in claiming this is fair market value for these products and serviceswhich they are most certainly not.

  After seeing how *** had responded to this initial complaint we have the lowest of expectations of *** to fix this horrible experience and billing travesty. Each toilet takes only about an hour to easily installthe toilets are about $500 toilets and not even the best toilet for that money.  
  

  I did not even mention because of space limitations in the original complaint that they scratched our hallway floor and one of these great new toilets already has experienced a clogging problem.

  I can only offer this advice for anyone thinking about using ***:

  1) If you are a single woman or do not know much about plumbing do not use ***.

  2) Do not expect a better experience or even normal pricing with their Membership program

  3) Ask them what the average hourly rate would be compared to their total charge for the job.  IF THEY WILL NOT TELL you figures it out yourself.

  4) Get at least 3 other quotesmake sure at least one of them is a good independent local plumberyou will save yourself THOUSANDS of dollars if you have a job of any size. 
  

  5) Do NOT sign off on anything the same dayWAITno matter how much pressure they may put on you.

  6) Finally I do not know if the fact that we live in the ************************* leads *** to believe that somehow hardworking people in the ********, ********, **********, or ******* areas have extra money to waste or are too lazy or stupid to care about being overcharged?  However, where I come from in the **********/********** area no one in their right mind would pay over $14,000 for 6 simple toiletsor even 1/3 of that!
  

  Call other plumbers and check out the price of toilets at stores or onlinenot blindly accepting ***s word about fair market value! 

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

  Business Response

  Date: 07/02/2025

  Dear Mr. ********************* you for taking the time to share your concerns and for providing a detailed follow-up to your initial feedback. We genuinely regret that you are dissatisfied with your experience, and we appreciate the opportunity to clarify our position.

  First and foremost, we want to assure you that ABC Plumbing, Sewer, Heating, Cooling and Electric has been in continuous operation for over 70 years because of our commitment to honesty, transparency, and the trust of our customers. We are a flat-rate company by design. This means we provide customers with full, upfront pricing before any work beginsso there are no hidden fees, surprises, or hourly rate uncertainties. This approach is standard across the flat-rate service industry and is intended to offer peace of mind, not confusion.
  The prices we quote are based on the total scope of the job, which includes the work itself, the quality, professionalism and most importantly, the industry-leading warranties and guarantees we provide with every service. We do notand will notcompromise quality or cut corners to win a race to the bottom on price.

  It is absolutely not our practice to take advantage of anyone, regardless of gender, location, background, or knowledge of plumbing. We categorically reject any suggestion of discriminatory pricing or unethical sales behavior. We also take claims of pressure or misrepresentation seriously, and we would never condone any form of coercive sales tactics from our team.

  We apologize if you feel your follow-up concerns have not been addressed in a timely fashion. It is not our intention to delay or dismiss anyones feedback. 

  We also regret to hear about the scratched flooring and the reported toilet issue. Our Customer Experience Team member did provide the information to our contractor to take care of the scratched floor situation.  Regarding the toilet issue, please know that our warranties cover product performance, and we would like to schedule a senior technician to inspect and address the problem promptly. Customer satisfaction is not just a sloganits the foundation of our business.

  Again, we thank you for voicing your concerns. Were sorry that we have not met your expectations and hope we can work toward a resolution that reflects the values we stand for.

   

  Sincerely, 

  The Customer Experience Team

  Customer Answer

  Date: 07/03/2025

   
  Complaint: 23529282
  
  I am rejecting this response because:

  The response from ABC today is materially no different than the other two responsesit substitutes politeness as a delay tactic to obfuscate the request which is that ABC charged us 3x more than what should have been charged and that the bill should be reduced to.

  A simple apology to an absurd situation by *** where their plumber comes out to do a couple hundred dollar job to rehook ONE basement toilet up and then, after pressuring a widow who is alone and knows nothing about plumbing charges, hits her up that SAME night and will not leave until after 11:00pm with a $14,000 bill replacing perfectly fine toilets is beyond the pale.  The goal of the plumber was simple, it was to install the toilets ASAP so he could book the ridiculously high margin profit job for ***.  

  
  To be 100% clearThere was no emergency and there was absolutely no rush to do ithe saw an opportunity to bill large and took it. The concern was most definitely not for the client.  These toilets could have just as easily never been replaced or replaced the next weekthe key was not letting the customer talk to anyone else or check on pricing for danger of cancelling the order.  

  
  Also, the note about *** not being on a race to the bottom regarding pricing is a total red ******* when we only seek a normal installation price on a $500 toilet that took approximately an hour per toilet to install. Please do not insult our intelligence by charging us close to $2,000/hour for labor when 6 even better quality toilets could easily be bought for $3,000. 

  Insofar as solutions, We would be perfectly fine with having *** come back out and pick up your $2,500 toilets.  I would be happy to take 20 minutes or so to unhook each of them myself and we can both be done with this embarrassing service by ***.  I can have them ready by tomorrow morning or drop them off myself at your most convenient location.

  We have called up local companies who will do the complete job with a FULL WARRANTY equal to ABC with a superior toilet for $700 per toilet for a total of $4,200. 
  

  In the event that you would prefer a different solution and charge the normal fair price for a toilet installation job (NOT hourly rate) which typically ranges from $250 to no more than $400 tops because it is generally such a simple job that handymen, flooring guys, and homeowners often do it (as I have).  

  Therefore since top of the scale job charge of $400 plus a $500 toilet are both most generous figuresthe price is $900 per toilet.  The total job charge is $5,400.

  This still does not excuse the inexcusable pressure job followed by the late night rush job that steamrolled my fianc into something that she had no intention of doing that day nor had time to consider.  
  

  Everyone of our friends in the area who we have shared this horrible experience with thought it was unethical, highly inappropriate, and shameful.
  

  Although we are not litigious people or public people we were going to start this process through different avenues originally but after speaking to friends of ours who typically handle these kinds of things we were convinced to begin with the BBB for resolution. Thus far it just feels like we have been going in circles but we are hopeful that we have put forth a couple of amicable solutions so that we are able to put this experience in the past. 

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

• Initial Complaint

  Date:06/06/2025

  Type:Product 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.

  *** came to quote a repair for our AC on 5/17/25. He quoted $5000 but said because the ** was already 7 years old and the repair might not address the issue, it would be worth it to get a quote for a new AC as it wouldnt be much more- he stated around $6000-$7000. We agreed and the same afternoon, a sales lady, **** came to quote a new AC. She quoted $11,500-$13500, depending on financing. We were shocked and told her the technician said it would be around $7000. She was frustrated and said she was unsure where hes getting his numbers. She called her manager and was somehow able to find a cheaper unit for $8500, but it was the last one and we had to sign in order to not lose it. We felt pressured to sign the contract and we had to pay for the installation and unit up front (this seems odd). We confirmed we would be able to cancel within 3 days as stated in the contract and she confirmed. We got another quote from another business and decided to cancel. We called the office 3 times on 5/18/25 to cancel and were told they would let someone know. However I still received a text confirming our appointment. We then called *** to cancel and she did. No one showed up, so the cancellation went ********** has been three weeks and we have still not been refunded. We have called at least 6 times asking about our refund. Every time we call they say they are still approving our refund. Ive asked to speak to a manager, who twice said the refund should be in our account the following day. The third time, speaking to a different manager, he was unsure why someone would say that, they were still waiting on the approval from some department. He said he has emailed but has not gotten a response. It doesnt seem they are making any attempt to refund our money. As of 6/6/25 they have not refunded us and still have our $8500.

  Business Response

  Date: 06/08/2025

  Dear Ms. ****************** you for reaching out and for providing a detailed account of your experience. We sincerely apologize for the confusion, miscommunication, and frustration youve encountered throughout this process. Your feedback is extremely valuable and has been shared with the appropriate teams for further review and improvement.

  We understand how concerning this situation has been, especially regarding the refund of $8,500. Please know that your refund was processed back to your original form of payment on June 4th, 2025. Depending on your bank or credit card provider, it may take a few business days for the funds to reflect in your account.

  We deeply regret the delays you experienced in receiving confirmation and the repeated follow-ups required on your part. That is not the level of service we aim to provide, and we are taking steps internally to ensure future requests are handled more promptly and transparently.

  If you do not see the refund reflected within the next few business days, or if you have any further concerns, please do not hesitate to contact ********************************** directly. Were here to ensure this is fully resolved to your satisfaction. 

  Sincerely,

  The Customer Experience Team

  Customer Answer

  Date: 06/09/2025

   
  Complaint: 23437147
  
  I am rejecting this response because:

  I do not see a credit in my account after 6/4/2025. However, I do see a credit from *********** on 6/2/2025 as I initially filed a dispute with them and they credited my account as they investigated, but I would like to be sure this is not a just a placeholder. Please confirm this resolution is in response to the *********** dispute. 
  
  Sincerely,
  
  ******* *****

  Customer Answer

  Date: 06/10/2025

  
  Better Business Bureau:
  
  The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. 
  
  Sincerely,
  
  ******* *****