Complaints

This profile includes complaints for Blue Bear Plumbing's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Blue Bear Plumbing has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Blue Bear Plumbing

  300 Longwater Dr Norwell, MA 02061-1662

• 

  Blue Bear Plumbing

  11S Main St Ste D Natick, MA 01760

• 

  Blue Bear Plumbing

  859 Willard Ste Ste 400 Quincy, MA 02169

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date: May 5, 2025 We needed our central air condenser looked at since it wasnt operating properly. We cleaned the machine, and verified that there was electricity coming out to the unit with a voltage tester. We ran the fan only on our thermostat/air handler and it was working along with our heat throughout the winter. Blue Bear Plumbing came out to check our system to which we were told we needed a contactor switch and new thermostat. They charged us $1676.19 for the work and when we called for a breakdown of parts, labor and hourly rate, they informed us that they do not provide this breakdown - its a flat rate.Unfortunately my father an electrical contractor for over 50yrs had brain surgery last month but he told my husband and myself that these parts (contactor less than $30) and the thermostat they put in was less than $******* Bear took full advantage of a young naive family waiting to feed two toddlers at dinner time in presenting this outrageous cost and we simply wanted our system running again.

  Business Response

  Date: 05/13/2025

  Thank you for reaching out regarding your concerns about the pricing. We understand that service costs can be a sensitive topic. Our technicians work diligently to provide transparent and upfront pricing, and in this case, the technician spent three hours assessing your needs and presented you with four options tailored to your situation. Each option was discussed thoroughly, and we ensured that you were fully informed before moving forward, which requires your signature. We pride ourselves on being a flat-rate company, ensuring that you know what to expect without any hidden fees.  When initially booking your service call, the *** does review that our technicians work out of a flat rate price book, and that payment is required at time of service. We did our best to accommodate your scheduling needs, unfortunately we cant control all service situations but our goal is to have customers up and running same day. At any point in the service call any customer has the ability to refuse work that is presented to them, we are a professional company that prides our self on service with integrity and providing a five star experience each and every time we enter a customers home. We do not use scare tactics, nor do we take advantage of any customer, that is not how we operate as a company and that is not how we train our team members. Customer satisfaction is our top priority here at *********. To ensure this, our technicians go through detailed processes, one specifically where they obtain three signatures, one to accept the estimate, where the work is listed out in detail,one to acknowledge the work was completed to the customers satisfaction and last a signature agreeing to charge the card provided. These signatures are provided on the attached invoice. Again, if there are any other questions or concerns a team members is always available.

   

  Thank you,

  Blue Bear Team

• Initial Complaint

  Date:07/26/2024

  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.

  our a/c unit last year (about 15k) and they performed the work well. Our a/c unit broke down about 2 weeks ago and we called Blue Bear to come out to resolve the issue. They came out and said they would need to order several parts and would get back to us with a quote the next day. It was 95 degrees. (the tech, ****, was great and we had worked with him when we had replaced the compressor a year ago). After 4 days without a response I called to follow up and a supervisor who said they consulted with *********************** (owner) told me to just replace the unit for 30k. We had just replaced the compressor a year ago. I called another company and they fixed the unit for $1,500 within 2 days (after Blue Bear told us the parts were not available for 2 weeks minimum). It really seems like they are trying to take advantage.

  Business Response

  Date: 08/15/2024

  Thank you for reaching out and sharing your concerns. We value your feedback and appreciate the opportunity to clarify the situation.
  Over the past year, our team has had the privilege of providing multiple estimates and making necessary repairs to your HVAC system. During our previous visit, we strongly recommended replacing the unit due to its age and the complexity of the glycol water system. Our assessment indicated that many components were nearing the end of their life expectancy, and we advised that system replacement should be seriously considered to avoid potential catastrophic failures, such as issues with the corroded and rotted three-way valves controlling water flow.
  In this most recent instance, the parts required for the repair were not readily available because they are specialized OEM parts that had to be ordered directly from the manufacturer. We adhere strictly to using OEM parts, especially for intricate systems like yours, to ensure the highest quality and longevity of repairs. Utilizing universal parts in such cases could compromise the integrity of the system, which is why we do not condone such practices.
  It is disheartening to hear that you felt we were trying to take advantage of the situation. That is never our intention. We have always strived to provide honest and transparent service, as evidenced by the numerous hours spent consulting with you about your aged system. Our recommendations for replacement were made with your best interests in mind, considering the age and condition of your existing units.
  We regret that we were unable to reach a resolution that met your expectations this time. However, we want to emphasize that we did not charge for our second visit and merely acted in good faith to ensure that any repair or replacement would be effective and long-lasting. Our goal has always been to provide you with reliable service, and we stand by our commitment to delivering the highest quality of work.
  We hope this explanation helps clarify the situation, and we are more than willing to discuss any further concerns you may have.

  To clarify never did I say "just replace it." *************** records indicate a multitude of problems affecting the system in quesiton.

  
  Thank you for your continued trust in Blue Bear Plumbing, Heating, and Air.
  Best regards,
  ***********************************
  Owner, Blue Bear Plumbing, Heating, and Air

• Initial Complaint

  Date:07/24/2024

  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.

  Annual A/C system maintenance on 5/10/24 w/technician ****** ****** and tech-in-training, ***** They were in my home for over 2 hours with the scheduled AC service, invoice #********. I have been a customer of ********************** for 3 yrs w/annual maintenance agreement covering heating & cooling, to ensure equipment is in optimal working condition and perform preventative maintenance. Techs noted nothing out of the ordinary and noted performed all required checks. On Monday, 7/1/24, just a few weeks later, water was dripping from a bedroom ceiling and seeping into wood floors in the hallway along with bedroom closet. Video sent to Blue Bear Plumbing (via the **************** Manager **** on 7/24/24; Video and photo of wet ceiling with dry wall compromised dated on 7/2/24). Blue Bear was called first thing at 0800 on 7/2 of emergent need and told they couldn't send anyone else. Owner turned off power to unit to stop active water after Blue Bear was unable to support/assist. Company noted they could not send someone out w/staffing levels ahead of the holiday. The weather was extremely hot and humid. Owner asked Blue Bear to come out next week and offered *****, 7/11, told that wouldn't work for them; appt for Mon, July 15th was scheduled. With the extreme heat and humidity, owner concerned on continued damage to flooring and other areas with high humidity and sought another HVAC expert to inspect and resolve. HVAC tech expert came on Fri, July 12, noted filter clogged and drain pan wouldn't drain (causing the water/condensation to overflow). Both the filter and drain pan checks are routine/standard procedure of AC maintenance. Contacted Blue Bear on Fri, July 12th to cancel 7/15 appt and requested to speak to manager. Spoke on 7/15 , sent photos of unit and area noting deficiency, **** acknowledged work was not performed. Have yet to hear back on resolution to the needed repairs (wall & hard wood floor repair). Spoke again w/**** on 7/24, no response.

  Business Response

  Date: 07/26/2024

  We deeply apologize for the inconvenience and distress caused by the situation with your AC maintenance and subsequent water damage. At Blue Bear Plumbing, Heating, and Air, we strive for excellence in every service we provide, and it is clear that we did not meet those standards in your case. Please know that we take full responsibility for this oversight.
  I want to assure you that we have taken immediate and comprehensive steps to rectify the issue. We have already been in contact with your husband and agreed to cover all the necessary repairs. We have scheduled a professional company to address the ceiling damage and another to repair the hardwood floors. We are committed to ensuring these repairs are completed to the highest standard, and we will be overseeing the entire process to ensure your home is restored to its original condition.
  Human error does occur, and we deeply regret that this has impacted your home. Our technician, ****** ******, and our tech-in-training, ****, did their best during their visit, but it is clear that critical maintenance checks were missed. We have since reviewed this incident with our entire team to prevent such oversights in the future.
  We understand the frustration and inconvenience this has caused, especially given the extreme heat and humidity during the period of the incident. Your concerns about continued damage and the need for a prompt response are entirely valid. We are improving our emergency response protocols to ensure we can better support our customers in similar situations, even during times of high demand.
  Your loyalty as a customer over the past three years means a great deal to us. We are genuinely sorry for the disruption and frustration you experienced and are dedicated to regaining your trust through our actions. Please feel free to reach out to me directly if you have any further questions or concerns. We are here to ensure everything is resolved to your satisfaction.
  Sincerely,
  ***********************************
  Owner, Blue Bear Plumbing, Heating, and Air

  Customer Answer

  Date: 07/31/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********.  I deeply appreciate ******************** quick and thorough response noting full support to repair the flooring and ceiling damage.  I also appreciate their review of their call response to this and their efforts to improve on a go-forward basis.  

  A *********************** from Bayside Restoration arrived this morning to review the damage, measure and facilitate a quote to Blue Bear as the immediate next step.  I look forward to hearing next steps on when the flooring and wall repairs will take place.

  Thank you,

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