ComplaintsforGibson's Heating & Plumbing, Incorporated

• Initial Complaint

  05/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Two weeks ago we called to have ****** ********************************* come out and help us with a slow draining sink. When the ******* arrived I was asleep as I work nights and thought nothing of my wife handling the issue. Never in my wildest dream did I think under any circumstances would a man in this day and age treat a women with this much disrespect, it has infuriated me to know end and makes me worry for any women who call this company. The ******* entered our home and the first thing he did was talk about a new air quality product and laid out this computer digital advertising and and my wife to watch it. She thought it had something to do with the plumming so she watched. The ******* started talking about this new product when it was apparent we had a dire need to fix what we called about. His first attempt failed followed by his advice to snake the line. My wife proceeded to tell him she already did that and had a ******* out several months back that did it as well and due the how the pipes were said snaking this drain would be unfruitful. We convinced her that he would be able to snake the drain. He tried and found what my wife told him in the first place. He then recommended we purchase a chemical and pour it down the drain. Again me wife said she tried that and it did not work. He again assured her his product was better.....Again, did not work as my wife told him she already did this. He then proceeded to give her a **** over $500 without doing or fixing anything helping eliminate our problem. I was furious! How in this day and age does a man think it's OK to treat a women as if they do not have a brain or understand anything? I called furious and the manager started the talk with trying to explain about their "new air product" and I flipped out.My wife ****** this issue, bought 7 dollars worth of products and fixed the drain herself cutting open the pipes and cleaning them. Took her 50 minutes to fix. Was this ******* in competent or a salesman?

  

  Business response

  05/31/2022

  We offered a potential solution that his wife accepted prior to the work being completed, knowing theres a chance it may not succeed. If that was the case she was aware theyd need to consider more complex options to fix the issue.  After the snaking of the line didnt work the plumber offered the next step options (we have a copy of the options) for them to consider. The husband was not present until it was time settle the balance of the **** which is the last step before we leave the residence.  We had completed that approved task, gave them the product his wife requested and charged exactly what was agreed upon.  If they chose one of the next step options wed have come back out to complete that task. 
  
  A few days later we received a phone call from the author of the complaint.  He stated his issue with the call and the service manager attempted to reply and address his concerns.  He cut him off immediately and began screaming profanities at the top of his lungs.  It got to a point thats all that was happening, so the manager asked him to please stop yelling so they could speak.  The husband hung up the phone at that point. That phone call was recorded and we could produce that as well. 
  
  The product he mentioned in the beginning was simply a new air quality product we had just began offering and wanted to make them aware.   It was not a sales pitch, we were just letting her know what it was and if interested hed be happy to answer questions before he leaves.  Nothing more was mentioned about that product. The drain product she did purchase was something they spoke about and she knew prior to purchasing may not clear the drain.  She wanted to try it before choosing one of the next step options, in attempt to avoid spending a larger sum of money.  

  We feel like weve done exactly what was approved by the customer and gotten a result that was within the scope of known outcomes and charged what we had mutually agreed upon. However we are willing to give a refund for the BioOne that can be put towards the repair.  

• Initial Complaint

  12/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ******** installed a new sewer line at my house on April 7 for $8,394. Some of the cost included removing my fence. In late August I began having issues in my downstairs bathroom. The toilet would not flush and the sink and shower would not drain. I called Gibsons and the employee that installed the sewer line came to my house on August 31 to see what was causing the problem. He had to call another employee to bring a ****** to clean out the sewer line which was backed up. The cost for this was $509. I was informed via telephone there was a 4 pipe causing the backup. When the initial work was done by the employee he hooked up the new 6 pipe to another 6 pipe which was already in place that went into a 4 pipe which was also already in place. The previously placed 6 pipe and the previously placed 4 pipe were offset. The backup happened due to the 6 pipe and the 4 pipe not being the same size and not being aligned. The employee stated he ran a camera on August 31 and that is when he noticed the offset pipe issue. I do not know why the employee didnt utilize a camera at the time of installation. I hired ******** to put in a new sewer line, but the new sewer line was never going to work correctly with how it was attached to the existing offset pipes. The sewer line was going to need to be cleaned out every few months due to the employee not noticing the offset issue. The employee's solution was for me to spend more money with ******** to correct this. I was quoted two options/prices: $6,149 and $7,264. I wrote a letter to the owner, *********************, dated October 6, explaining the issue, and I asked for a refund for the ****** cost and some of the installation cost. He left a voicemail message on my cell on October 12 in response to my letter and said he would get back with me. He did not. I called his office on December 3 and was told he was in a meeting and would call me the next week. He did not call.

  

  Business response

  12/20/2021

  We were able to reach out the ***** and give her a partial refund. 

  Customer response

  12/21/2021

   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.

  
  

  Thank you.

• Initial Complaint

  07/09/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  When our AC stopped working 2 Sundays ago, I had to find someone to fix it, but we moved to the area last summer and this was the first time I had to call a HVAC company. I planned to call around, but I called ******** first and asked what I would be paying extra for them to come on a Sunday. The tech said only $50 extra. He ended up replacing our capacitor and we were charged $249 for the part/installation of a part that costs $15. When I talked to the service manager about this he said they set their emergency fee so low compared to competitors so they can get out there and help us, but really this is a deceitful tactic to steal business from other HVAC companies, b/c he then explain why I was charged $249 for a $15 part. He said a lot is baked into that fee. Essentially they still charge the same as other companies for emergency service, but they don't tell you that you will pay more than $50 in other costs baked into their other fees. Very unfair to customers and competitors.

  

  Business response

  07/26/2021

  I have talked to **** today and I believe everything has been resolved with no refunds.  We went over how pricing was figured and discussed that the part was actually $60 vs $15 and that the only difference in what he was charged on the weekend vs the weekday was $50.

  Thank you.

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

  ******** Heating & Plumbing

*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. ↩