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:02/25/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  At the end of January we had our entire heating system fail. We called this company as they had a weekend emergency line . The first ****** who came said they needed to order parts and left us without heat and hot water. We patiently waited for a phone call and two days later another ****** showed up to put eyes on the boiler and had not ordered parts . While we did put an enormous amount of money down we did with the understanding that they came out for an emergency and that the parts would be ordered for a faulty burner, about a week after they put eyes on it and encouraged us to just get a whole new system , they came to replace the burner which , did not fix the problem. And another problem popped up and again were encouraged to get a new heating system. We are on social security and began applying to try and get financing for a new heating system since we were still without heat and hot water during almost the entirety of February . Finally a ****** from a hvac company who was trying to help us get grants for a new system sent out a man to look at our system and he told that the ****** who worked on our system put the wires in the wrong place and he fixed it in 15 minutes and told us we do not need a new system and our heat and hot water are fixed. For almost an entire month we went without heat and hot water in a home full of disabled people and children , this company delayed on ordering our parts and then installed them improperly all while strongly encouraging us to get a new system that we did not need. I feel the behavior and tactics were predatory and that the work done was completely unacceptable.

• Initial Complaint

  Date:05/17/2023

  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.

  ***************** and 3R Plumbing and Mechanical completed plumbing work in my home between the dates of February 4, 2023 and May 2, 2023. **** and his employees were hired to repair a burst pipe in my home, and then came back to complete a variety of other jobs. The following issues occurred over the course of work completed by 3R:-leaking elbow joint for pex cold water line that they installed -they drilled an unnecessary hole in my custom cabinets for a gas line to be installed, even though we instructed them on how to run the line -overflowing drain hose from washing machine to drain standpipe for in which gallons of water were dispensed all over my brand new tile floors -leaking hose for dishwasher that was installed by 3R, water dispensed on new custom cabinet -they downgraded our thermostats from 3 Nests (which we previously owned) and installed Honeywells -cut bathroom vanity cabinet unnecessarily and then mounted bathroom vanity despite being told that we did NOT want them to mount it. They then mounted the vanity to the wall but did not center it to the light fixture.

  Business Response

  Date: 05/17/2023

  ***************** and 3R Plumbing and Mechanical completed plumbing work in my home between the dates of February 4, 2023 and May 2, 2023. **** and his employees were hired to repair a burst pipe in my home, and then came back to complete a variety of other jobs. The following issues occurred over the course of work completed by 3R: -leaking elbow joint for pex cold water line that they installed -they drilled an unnecessary hole in my custom cabinets for a gas line to be installed, even though we instructed them on how to run the line -overflowing drain hose from washing machine to drain standpipe for in which gallons of water were dispensed all over my brand new tile floors -leaking hose for dishwasher that was installed by 3R, water dispensed on new custom cabinet -they downgraded our thermostats from 3 Nests (which we previously owned) and installed Honeywells -cut bathroom vanity cabinet unnecessarily and then mounted bathroom vanity despite being told that we did NOT want them to mount it. They then mounted the vanity to the wall but did not center it to the light fixture.

   

  To Recap the above complaint and the work provided is as follows. We responded to an emergency plumbing call for ***** and *************************** @ ******************************* ******** ** during the hours of 10PM and 12AM to a burst water line in the ceiling of the home. They had also told us of calling numerous other company's. We shut the water off to the home repaired the leaking water pipe and got everything back up and running. Satisfied with our service kindly invited us back to install a high efficiency boiler. We gave them multiple options to replace there 45 Year old system. I explained to them the nest thermostats would not work with thier new system beforehand due to the fact the wiring was not updated. I installed honeywell wifi thermostats with battery so there heat would be working. I informed clients that we could order adapters for nest. We were informed he was " handy" and could take care of it. After completion of the work they wrote us a 5 star review on ****** and recommended us to other clients. They then invited us back for a 3rd time to help clean up the water lines that had broke in kitchen during the cold weather. We ran 2 new pex water lines to prevent future freezing. We had a defective fitting on the pex which was immediately swapped out to a new fitting and the repair was made. Again completely satisfied with our service. Prior to us coming to do the work the client removed all of the existing fixtures and did not cap or correctly make safe fixtures. When the washer that was installed. ( not by **) was ran the drain backed up. This is common in a old home with cast iron piping. None of which the client wanted to change. A hole was drilled through the cabinet to run a gas line to a range to cooktop conversion. Lines that were ran by the homeowner. The client was extremally upset that the cabinet was drilled ( basic stock order cabinet). We have offered to make right and even refund the last payment just to make them happy because we feel that it is important to rectify situation under the condition no future action would be taken, no future harassment on the phone, and under the agreement they would not slander ** on social media and review platforms. They have declined all reasonable actions to make everything right.

  Customer Answer

  Date: 05/18/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. 
  

  3R wants ** to sign a resolution agreement that states we are satisfied with their work, in order for them to refund ** the money we are seeking. We have told them that we can not sign a document like this because of the damages that have now been caused in our home as a direct result of their faulty work. The damages to our home actually exceed the cost of the reimbursement we are seeking, but we are willing to accept the reimbursement of our final bill with them. The reimbursement we are seeking covers the dispute related to the damaged cabinets and the cost of labor to redo the faulty work completed on the sink, dishwasher and washing machine drain/traps. 

  Regards,

  *****