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:06/10/2025

  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.

  A pipe from our hvac into our basement was leaking water. We called Hope Plumbing, **** *** came out to give a quote and came out to do the work on May 19. After his completion, our **** no longer worked. We called Hope to remedy this as it was 80+ degrees, I am pregnant, clearly a result of their work, and there was no rush on their end to come fix this. At this point, red flags were going off so we asked for a COI, to which we were given an expired one. Hope then sent a senior techs and managers to take a look and go over options. We were not going to wait for them to decide what to do, so we hired a different company and fix their mistake as we were left with no AC in the middle of summer. **** ***, who did the work, was not a HVAC specialist per to the next senior hvac specialist who came out, ***** *********. We have a video of him looking at Hams work stating it was done wrong, should have been welded instead of glued and should have used a thermal pipe instead of a pvc pipe. He took photos and said he would get with a manager. With no contact still and no AC we called the office for an update and told them we had hired a company to fix their work which Hope was to pay for. *** ****************** Land, 2 more managers came on May 9. They then said that all work done was correct (even though it ruined our HVAC and their own employee had stated the work was incorrect) and everything should hold up. They then spent 2 hours out in their cars **************** is May 10, we called again asking for a valid COI which was just sent today, after 4 times requests. Along with the ***, ************ have now decided to say Hope has done no wrong and they are not liable for any work or damages. We and the company that fixed their bad work have sent them the bill for the damages done by Hope and that needs to be paid. This process thus far and your employees (other than ***** who said all the work was incorrect and needed redone) has been a nightmare.

  

  Business Response

  Date: 06/19/2025

  The complaint has been formally forwarded to Hope Plumbing's insurance company for review. Their claims department will initiate a thorough investigation into the matter to gather all necessary information and assess the situation accurately. The insurance provider will analyze the details of the complaint, interview relevant parties if needed, and evaluate any supporting evidence provided. Following their investigation, they will determine the appropriate course of action and communicate the next steps accordingly. We appreciate your patience as they work to resolve this matter efficiently and fairly.
  

  Customer Answer

  Date: 06/29/2025

  This complaint was not answered or resolved by Hope Plumbing. We have an ongoing insurance dispute against them that is in process. An insurance adjuster came to our home to assess the damage done by Hope and not only agreed with us but advised us to include the landscaping repair quote to the dispute which is in process as well. 

• Initial Complaint

  Date:05/16/2025

  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.

  Hope Plumbing (**** ******, no active license) came to my house on 5/14/2025 to address a natural gas leak. The gas was already turned off. The cost of coming out and investigating the source of the leak was advertised to us to be $99, but I was charged $658.17 instead. It seems like a bait-and-switch: get in the door for $99, but don't do any actual investigation unless $658.17 is paid up. No repair was performed, only a pressurization test. **** incorrectly assessed the source of the leak as coming from the threads of the coupling (see image attached: yellow arrow), even though I showed him the photo of bubbles coming from under the sheath (see image attached: red arrow) of the flexible gas pipe. The image attached clearly shows what any lay-person could understand: the bubbles were coming from under the sheath, not the coupling's threads. If I did not use a different company for the actual repair, Hope would have charged an additional $442.79 for an inappropriate repair of just the coupling. **** would then have told us the coupling was not the source of the leak, and that I would then be on the hook for an additional $1932.11 for the entire length of pipe to be replaced. (Over $3000 in total). Based on ****** reviews, this seems to be Hope's modus operandi. The other plumbing company replaced the entire length of pipe because they correctly identified the source of the leak as the pipe itself, not the coupling, and that was done for under $600 total.I believe that the service rendered by Hope Plumbing was faulty because it did not identify the actual source of the leak even though I showed the tech that the bubbles were coming from under the sheath. I would have gone down a repair path based on a faulty diagnosis. In addition, the pricing of the "diagnostic" was exorbitantly overpriced and that it takes advantage of vulnerable customers with bait-and-switch tactics. I believe that a full refund and an apology is owed to me for this travesty of service.

  

  Business Response

  Date: 05/20/2025

  On Friday afternoon, one of our service managers spoke with Mr. ********* Our technician, ****, who had been on site for over three hours, reviewed the available options with Mr. ********* and the estimate was subsequently approved. Following further discussions, our service manager decided to issue a full refund due to the customers dissatisfaction. We want to emphasize that we believe Hope Plumbing and our technician acted appropriately; however, we remain committed to our five-star service standards. Its clear that Mr. ******** did not feel he received the level of service he expected.
  
  
  

  Customer Answer

  Date: 05/22/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Hope Plumbing has claimed that they issued a refund to my credit card, however no such refund has been processed on my account as of May 22, 2025. The charge for $658.18 on May 14, 2025 is still posted. 

  Hope Plumbing must fulfill its promised obligation to refund the credit card charge for the faulty service they provided. 

  
  Regards,
  
  ***** ********

  
  

  

  Business Response

  Date: 06/19/2025

  The refund was submitted to Peter ******** successfully. 

  Customer Answer

  Date: 06/20/2025

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that the full refund for incorrect diagnostic services performed by the plumbing apprentice who had an expired individual license is acceptable. 
  

• Initial Complaint

  Date:04/17/2025

  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 did not hire this business, but my neighbor did. Hope Plumbing drove equipment and vehicles through my yard and leaving deep tracks and indentations in my lawn. There was no reason to track up my lawn as this company could have accessed from the neighbors yard and the public street. We have contacted Hope Plumbing by phone. The employee that we confronted that was driving through the yard and leaving the tracks said he would return and clean it up. As of this date, there is no progress and there are deep grooves in my lawn. I need them to return and clean up this mess that they have left when they trespassed on my property and restore my lawn to the condition that it was in prior to their actions.

  

  Business Response

  Date: 04/22/2025

  Prior to receiving this complaint, I was unaware of the issue. Since then, we have reached out to the homeowner and engaged a landscaping company to address the yard to the customer's satisfaction.

  Customer Answer

  Date: 04/24/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  I did receive a phone call from the business and they promised to send a subcontractor on Wednesday, April 23, 2025. I arranged to have my son to be there on 4/23/2025 to make sure they found the problem and they did not show up. I found out that the subcontractor came on Tuesday, April 22, 2025 and spoke to my daughter who was not home and the landscaper went to the neighbor's yard and told the landscape boss that he did not see the damage and told his boss that he would be back with topsoil on 4/22/2025. It is now 4/24/2025 and the damaged lawn is still untouched and unfixed. I had my son there to show them on the day they said they would be there but I do not even think they came to my house but to their customer's house next door. My address is ***************** and I did not hire this company and I do not know why they have to tear up an innocent person's lawn. There are still obvious tire tracks even though the rain has faded some of it. Please fix my lawn. I might have to hire someone to do this.

  
  Regards,
  
  *** *******

  
  

  Customer Answer

  Date: 04/25/2025

  They showed up this morning to repair the grass. I am satisfied with the outcome. 

• Initial Complaint

  Date:03/23/2025

  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 Hope plumbing to fix backup on all drains. Got an estimate for to fix main issue. Paid the 3200 to try to fix it. Feb. The fix was done and paid for. Today the toilet would not fit to the ****** and the drains are once again backing up to the toilet. Hope wants 1500 to fix just the toilet that they didnt seat and say since they didn't touching its my problem. Like im a mechanic and I put nos on a diesel vehicle and I say I didn't move the glow plugs to bur nos. There are no good services anymore in ************. ******* list caused that. Do not use Hope plumbing.

  

  Business Response

  Date: 04/08/2025

  Hope Plumbing was not aware of the customer's complaint mentioned above. The customer left us a five-start review following the visit, "******* is very professional and helpful! He explained everything he was doing and kept us informed. He is a very devoted worker and we feel very fortunate to have had him help us in our plumbing issues!" We have tried to reach out to the customer but have been unsuccessful. We would welcome the opportunity to speak with them and address their concerns.

  Customer Answer

  Date: 04/08/2025

  Hope plumbing left the pipes under the house and did not put the crawlspace cover back in place.  Plus all of the plumbing is now not flowing because of their services.  They came in said they would remove the pipes that were clogged in the bathrooms.  No camera inspections or no idea what the problem actually  was.  Plumbing worked for a little more than a month and then got worse.  No snaking the pipes just tell you it would cost $6000.00 more to fix.  It's all they want to do is start a job and just tell you it needs more fixing.  They knew i was unemployed with a fixed budget.  Had to make 3 payments for the fix and then they wanted more.  ************* *****.

  Customer Answer

  Date: 04/08/2025

  Hope plumbing has not ever reached out to  us.  We called when the plumbing failed again and they sent someone out for another fix because the first  one didn't.  We never had any more money to fix the problem.  They did not inspect pipes because they didn't care.  They didn't snake the pipes because they just a wanted to replace about 11 feet of old pipe for over $3000.  We had no furnace my wife is disabled and I was unemployed.  Elder abuse is what I say.  Take advantage of the elderly for money.

  Customer Answer

  Date: 04/11/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  Hope plumbing has not ever reached out to  us.  We called when the plumbing failed again and they sent someone out for another fix because the first  one didn't.  We never had any more money to fix the problem.  They did not inspect pipes because they didn't care.  They didn't snake the pipes because they just a wanted to replace about 11 feet of old pipe for over $3000.  We had no furnace my wife is disabled and I was unemployed.  Elder abuse is what I say.  Take advantage of the elderly for money.

  
  

   Hope plumbing left the pipes under the house and did not put the crawlspace cover back in place.  Plus all of the plumbing is now not flowing because of their services.  They came in said they would remove the pipes that were clogged in the bathrooms.  No camera inspections or no idea what the problem actually  was.  Plumbing worked for a little more than a month and then got worse.  No snaking the pipes just tell you it would cost $6000.00 more to fix.  It's all they want to do is start a job and just tell you it needs more fixing.  They knew i was unemployed with a fixed budget.  Had to make 3 payments for the fix and then they wanted more.  ************* *****.

  
  Regards,
  
  ***** *****

  
  

  

  Business Response

  Date: 04/11/2025

  I have attached our call log and text message where we reached out to ***** directly following his complaint.  I also attached a copy of the review that was left.  We will reach out again today. 

• Initial Complaint

  Date:04/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Pipes in my meter pit in my front yard cracked from age. Independent plumber that I have used recommended Hope Plumbing. It was a Saturday evening and I read that they would come out on weekends. They couldn't come over the weekend so independent plumber turned off my water. I called and a representative came out on Monday to access the situation. She said someone would be out to do the repair on Thursday between 8am and 9:30am. No one showed up so I called at 10:00 am and was told the was rescheduled for the next day. I told them that I had been without water since Saturday and they needed to come that day. Two gentleman came and started the job and would continue the next day and finish. They did finish the almost $10,000 job on Friday. I was very unhappy with th day it was handled when rescheduling and everyone seemed to know but me. The plumber in charge had told me that he would be doing business on the side soon and he would give me his phone #. They completed the job and when I took a shower the water pressure was terribly high. Less than a year before I had a pressure regulator put on in my crawl space buy another company. I paid $904. for that. The plumber who was to start his own business had taken my water regulator gauge and put it in his truck when he finished the job. I called and he came back and put it back on. For all of the trouble they caused one of the managers waived my deductible and said that they would repair my yard. The plumber who was in charge said to call in 1 month and that he would come back and roll the yard to flatten it and take away the extra dirt and reseed and put straw down. He came today and spread the seed then the straw and left. There is a large hole around the meter pit and the yard is all lumpy and uneven. It is terrible.

  

  Business Response

  Date: 05/21/2024

  ********, we apologize for the reschedule. Our schedule was extremely backed up, leaving us no choice but to regrettably reschedule.  We were pleased that we managed to come out and take care of your water needs.  Regarding the yard, it was replanted with seed and straw in early May. **** in our excavation department has confirmed that the yard now meets satisfaction.  Again, we are incredibly sorry for our scheduling delays, and the other issues you experienced with Hope Plumbing.  If we are incorrect and everything is not up to satisfaction, please give us a call so we make things right. 

• Initial Complaint

  Date:11/15/2023

  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.

  Hope plumbing is trying to continue to charge me monthly for a service I no longer want and have never used. The plumber came to fix our shower which he did, but he tested our water and tried to sell us a $3,500 water softener system. We paid the $350 for the shower repair. We then took a sample of our water to **** Systems who said we just needed a $150 filter change to our present water softener system.The company is harassing me and I want them to leave me alone.

  

  Business Response

  Date: 11/27/2023

  ******** requested the cancellation of his membership through email, and our membership coordinator followed our standard protocol by seeking additional information about the cancellation. In response, ******** explicitly requested not to be contacted again and insisted on confirmation of the membership cancellation. Our coordinator promptly replied, confirming the cancellation. ******** has since been added to our "do not service/contact" list.
  
  
  

  

  Business Response

  Date: 11/27/2023

  ******** requested the cancellation of his membership through email, and our membership coordinator followed our standard protocol by seeking additional information about the cancellation. In response, ******** explicitly requested not to be contacted again and insisted on confirmation of the membership cancellation. Our coordinator promptly replied, confirming the cancellation. ******** has since been added to our "do not service/contact" list.
  
  
  

  Customer Answer

  Date: 11/28/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

• Initial Complaint

  Date:05/24/2023

  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.

  A month ago, April 2023, water heater leaking at the base, my preferred plumbing company could not get there that night, so I called around & Hope Plumbing said they could come out and replace. Arrived after 5pm, confirmed what I said over the phone when I called left for a hour to go get the ** and returned to install finished at 9pm. On Tues 5/23, I had no hot water, I called Hope Plumbing to let them know said I would be home between 3 - 4p, they arrived almost 530p changed a heating element left at 630p Technician stated wait an hour have hot water at 8pm still NO HOT WATER. Left a message on companies VM. Called 5/24 @ 7am told issue & that I want the defective ** removed paid $1657 for & wasted 10 hours of my time waiting for them to arrive & perform the work told the person I wanted to speak to mgr.. Said they get in at 8am , another CS person called me told her the same thing "she kept repeating I hear you& would not agree to removing the defective **d & replacing with a BRAND NEW PROPERLY WORKING **. They are suppose to be her today 5/23 @3pm I again asked to speak to a manger that could help ******** says they are all in meetings.

  

  Business Response

  Date: 06/06/2023

  We apologize for missing ********'s time restrictions. When ************** arrived on 5/25 - he discovered that the electric disconnect on the wall behind the water heater went bad. The disconnect was not allowing enough power to the water heater. ************** replaced the disconnect box and tested power through out the water heater. Everything tested correctly. 
  

• Initial Complaint

  Date:08/23/2022

  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.

  Happened on 8-4-2022 I paid $100 for a membership for hope plumbing, in that membership they do a free drain cleaning and camera inspection. The first guy that came out did the snake and while doing so broke off a piece of my cast iron clean out in my basement. My mom was the one who was here and was upstairs watching tv and they have lied and said she told the 3 guys some other company broke the cast iron. Called and complained and they have denied everything. We sent photos of the cast iron before in April when we had the pictures and the picture of the cast iron after they came, and clearly has a difference. We had an receipt of a previous plumber that came when our basement flooded and had pictures of after they came and it was Intact and hope plumbing told us it was a construction receipt and its not valid after it saids the other plumbing company name on it. We want our cast iron fixed and them held accountable for their actions and the lies this company has told. Had the first plumber come on 3/9/2022, and the photos of our insurance came 4/4/2022. I would like them to fix the issue and replace my cast iron, since the broke it Ive been smelling sewer gas from the break. That is a health issue in itself!

  

  Business Response

  Date: 08/23/2022

  Although there is no evidence that our technicians had broken the cast iron, we did speak to ********* today letting her know that we would repair it. When we were out, *********'s mother told us that another company removed the cleanout cap. We believe that is how the cast iron was broken. However, we are scheduled to make repairs later this week. The invoice you sent over was not invalid, it was just not legible. Thank you.