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:06/17/2025

  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.

  I bought a new Furnace and Ac unit from this company late 8/23. Since then each summer I am having g problems where the unit is not cooling and or going into a lockdown I am constantly having g to reset the unit to get it to work. The unit is still under warranty and the company has tried multiple fixes but now they want me to replace my ductwork that was never an issue before. I have no guarantees that me spending money will fix this issue. I believe there is something wrong with the unit or control board itself. I am wanting g the unit replace or fixed without giving me well maybe it’s this.ll run around. The unit they installed is a Heil and I have had nothing but problems with it.

  Business Response

  Date: 06/25/2025

  Thank you for the opportunity to address this concern.
  We’re sorry to hear about the continued issues you've experienced with your system and understand how frustrating this must be. Please know that we take customer concerns seriously and are committed to finding a resolution.
  A member of our leadership team has since reached out, and we’re glad that an appointment has been scheduled for this coming Friday to inspect the unit in person by leadership. Our goal during this visit is to thoroughly evaluate the system and work with *** **** to determine the best path forward.
  We appreciate everyone's patience and the opportunity to address this directly. If there are any further questions or information that needs to be discussed prior to the appointment, please don’t hesitate to let us know.

• Initial Complaint

  Date:06/12/2025

  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.

  On April 16, 2025, Albuquerque Plumbing and Heating came to shut down our heater and open our Mastercool AC unit on the roof of our two-story house. We always inform the representatives that we have a steep roof and need a two-story ladder to reach our unit on the south side.
  
  While the two representatives were on the roof, we heard a crash and saw they dropped the Mastercool's winter panel onto our porch. The porch is made of heavy-duty aluminum awning material, and the panel, approximately 3 feet x 4 feet and weighing about 10 pounds, fell off the roof, damaging our porch and breaking one of the three posts holding it up.
  
  We checked on the workers and then asked what would happen next. The main representative said his manager would contact us to discuss fixing the porch. Later that day, ***** *****, the manager, called to arrange a visit to view the damage.
  
  He told us to get quotes and contact him back. We spoke to three companies, all stating they couldn't repair it due to the porch material being obsolete. We texted him on May 20, 2025, after a family emergency delayed our response. When he didn’t reply, we emailed on June 2, requesting guidance. We have not heard back from *** *****.
  
  Unfortunately, this wasn't our first issue with ABQ Plumbing and Heating's negligence. For the past four years, after our AC unit is opened, we've had to call them back shortly after for panels blown off during wind storms. One hit our vehicle without damage, another fell in our side yard, and last year, a panel hit a neighbor's house, scratching his window.
  
  The attached pictures were taken on April 16 while the representatives were still onsite.

  Business Response

  Date: 06/24/2025

  Thank you for the opportunity to respond to this concern.
  We regret the incident that occurred during our service visit on April 16, 2025, and understand the frustration it has caused. Our team was made aware of the situation and promptly followed up with the customer. Our manager, ***** ****** visited the property shortly after the incident to assess the damage and requested that the customer obtain three repair estimates so we could move forward with a resolution.
  We apologize for the delay in our responses after the customers family emergency. ***** and his supervisor have now been in contact with the customer and are currently awaiting the submission of those estimates to proceed with discussing appropriate reparations. We remain committed to working in good faith toward a resolution and appreciate the customer's continued communication.
  Please let us know if further information is needed.

• Initial Complaint

  Date:10/18/2024

  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.

  Complaint: ********
  
  
  
  I am rejecting this response because: They came out on Wednesday and still have not contacted me. It is freezing cold and snowing in Albuquerque. I need heat. Why are they taking so long to respond?
  
  
  
  
  
  
  
  Regards,
  
  
  
  **** ****** 

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  do have to tell you that we are required to take photos of the current unit, and the photos are date stamped. In the event that I call in a diagnosis for this claim, SHW will ask for those photos and they will see the issues with the current unit.
  With that said, This is not something that you want to share with SHW as it might void the current warranty. My best advice is to close the claim, get the current system properly installed, ventilated and inspected ASAP.
  
  I have since found the credit card statement indicating that I paid APH over $5,000 to install the heater. They are not responding to my emails and keep asking me to call the technicians who are never available.
  
  Although it has been over 10 years, the Navien tankless water heaters last 20 years. I believe that APH has the responsiblity to fix their inproperly installed work.

  Business Response

  Date: 10/25/2024

  Thank you for bringing this to our attention, and for giving
  us the opportunity to ensure we’re giving you the highest-quality service. 
  As the install was 10 years ago, there were different codes
  and inspectors, with an external authority having jurisdiction over code.
  ******, a member of our Leadership Team, has been trying to
  reach you at the (708) area code and (646) area code, and most recently the
  (301) area code listed on the BBB submission.                                                            
  He will continue to try and contact you so we can get this
  rectified! 
  In the meantime, please don’t hesitate to give us a call at
  ************ and ask for **** ******, our HVAC Division Manager.  
  

  Business Response

  Date: 11/14/2024

  On 11/6/24 our Field Supervisor ****** ******* *nspected the boiler. He provided *** ****** with multiple estimates as solutions for repair. We are currently scheduled to return on 11/21/24 to complete the selected repair option.

• Initial Complaint

  Date:10/01/2024

  Type:Product 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.

  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  I work from home as a **** ********** ******* ********** and have been in meetings the entire day for the last 2 weeks.

  I originally gave a 5 star review because until our builders plumber came and removed a piece of plastic from inside the garbage disposal. The unit began to function properly. I do not understand why such a simple matter could not have been properly diagnosed during the original service call. I was repeatedly advised that I needed a new disposal unit and highly encouraged to have Albuquerque Plumbing return and install.

  This is an unnecessary step and it is obvious at least to me that this was an attempt to take advantage of our situation. I do not understand why the technician could not diagnose such a simple issue...when the other Plumbing service did.

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

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business Response

  Date: 10/02/2024

  Originally, Mr. *** left us a 5-Star Review for a job well
  done, which he much later changed to the current, negative review. 

  After receiving the new review from Mr. ***,
  we immediately notified the appropriate leadership team to reach out to him and
  resolve the situation. 

  Two separate members
  of our Leadership Team have attempted to contact him with no success, to
  resolve the situation. 

  At this time, we
  have not been able to contact Mr. ***.  

  Business Response

  Date: 10/08/2024

  To whom this may concern, we are attaching two pictures which
  our Technician took during this garbage disposal job; one picture is of the disposal in question
  after it was removed, the other is of the unit as a whole.  There is no visible piece of plastic or
  obstruction inside the unit, and one of the two blades is notably off center.  We understand Mr. ***’s time constraints have
  not allowed us to speak with him so far, but we would greatly appreciate him calling
  our main office and asking to speak to our Division Manager, JT.  We hope to get this situation rectified for Mr.
  *** as soon as possible. 

  Customer Answer

  Date: 10/09/2024

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Our home is a new build by Pulte and under warranty. I called ABQ Plumbing because I thought we might be at fault.  When the ABQ Plumbing tech said we would need a new disposal, I contacted Pulte Warranty and they sent a tech from the company that installed the new unit.

  The technician pulled a black piece of plastic that was in the unit. After removing the plastic the unit has operated properly since.

  Since you continue to persist in your claims and refuse to refund at least the service fee, I will make sure that everyone I know not to contact your company. 

  We are new to Albuquerque and New Mexico and consequently this experience along with other incidents has convinced me that this is not a good place to live.
  
  
  Have a nice day,

  **** ***

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  Date:07/16/2024

  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.

  I received the statement from the business I requested and no longer wish to proceed with my complaint. Pl on Monday to request that statement. The plumber sent me the attached July 15, 2024 invoice #191122 that totally omits the whole water incident. (The service call was actually to fix a swivel faucet that wasn't swiveling, not a leaking faucet. Hence, my regret at signing the original invoice, #******, dated July 11, also attached.)
  
  And looking back, when I called on Monday, it seemed as if the person who answered the call was expecting an insurance claim call based on the service notes. Yet the plumber gave me no indication that I needed to dry out my floors and cabinet. This led to almost a six hour delay to get fans in place.
  
  *ServPro actions: Measured levels of moisture on floor and inside cabinets on Thurs, Fri, Sat and Sun. Used two fans to dry out floor and cabinets, Th-Sat; pulled up LVT floor on that Fri; reduced to 1 fan on Saturday. Sunday assessment concluded that some cabinet reconstruction would be best because the cabinet moisture was still too high.

• Initial Complaint

  Date:06/21/2024

  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.

  Contract to replace drop in tub. They built some sort of platform for a drop in tub, then installed a new build tub. My mother is 87 years old and is not a plumber or a contractor. She didn't realize the tub was not a drop in tub until she was informed by the man who came to look at it to do the tiling that the tub was incorrect and they had installed a tub for a new build. She had two more fellas come and they all said the same thing. It's impossible to create a water-tight bathtub with this arrangement. My mother has called the company everyday for two weeks. They will not respond.
  What are we supposed to do? We just need them to do the job as stated in the contract.
  Thanks, ****

  Business Response

  Date: 07/23/2024

  To whom this may concern, 

  After several failed attempts from both the customer and our leadership member to communicate about this issue, our manager was able to finally speak to *** ****** ******** to clarify the issues. They were then able to coordinate a convenient time for **** ********, which was June 26th, to have a a couple of our team members, including our manager, come to her house and review all the problems that *** ******** encountered.  They were able to clarify and address all the issues and concerns. They set up a follow up visit after our manager located the proper bathtub for *** ******** for our technicians to install and coordinate any work with the tile contractors *** ******** hired. As of July 2nd, our technicians replaced and repaired the problems with the initial bathtub install and *** ********'s daughter, Ms. **** ** updated her review on Yelp to the following screenshot attached. . After speaking with *** ********, she notified our manager that she is happy with the solutions they agreed upon and is happy we rectified the problems. Our technicians will be returning on a date that is yet to be determined, after the tile contractors have completed their portion for us to install a faucet that has been purchased and supplied by *** ********. Thank you!

• Initial Complaint

  Date:06/04/2024

  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.

  [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®:
  

  *********** ********* ******** *** ******* resolved this issue as described. I appreciate their review and response in this matter.
  
  
  
  Regards,
  
  
  
  ****** *******

  y responsibility to contact the Water Authority to do this. NONE of my previous conversations with this company had disclosed this. ***** did not feel comfortable turning the water off himself and I live out of state, so he offered to contact the Water Authority to have the water turned off and charge a standard hourly rate while he waited. At no time in the past 27 years of this property being in my family has a plumber expected the property owner to schedule a water shut-off. I declined to pay additional labor time for the company's error and rescheduled the service, which fell after the already scheduled tile service. I found another contractor to perform the work.
  
  On 6/3/24, I received a bill for $721.67 for ******* visit to the property. I am disputing this charge as I should not be held liable for the company's poor communication - I would pay for services if they had done any. I have requested the phone recordings to verify if I was informed of this responsibility and have not heard back.

  Business Response

  Date: 06/14/2024

  After a member from our leadership spoke to *** ******* and reviewed all information on file, we were made aware that *** ******* was not notified in advance of any requirements and poorly communicated with in regards to what the it would entail to properly perform and deliver quality service for *** *******'s rental property.  Our department manager spoke with our accounting department and ensured that any charges that *** ******* accrued were removed and would not be billed to him for any work that was not performed.  While attempting to rectify this situation, our department manager attempted to reach out and communicate with *** ******* to properly apologize for the lack of proper communication and all inconveniences that *** ******* and his tenants may have endured during this experience.  Unfortunately, due to both our department manager's and ** ********* busy daily schedules, most communication after that fact was done via voicemails.  *** ******* did call in to our office to ensure that he understood our department manager's voicemail correctly and that there was a zero dollar balance, which there was. His message left to our department manager was to say "thank you and there are no hard feelings".  We hope to get the opportunity to apologize to him in person and will use this experience to learn and drastically improve our communication to be able to provide excellent customer service in the future.

• Initial Complaint

  Date:02/12/2023

  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.

  On February 1st 2023, around 9:00 am It was cold in my house and I discovered my pilot was out on my heater, after several attempts to relight it I contacted Albuquerque Plumbing & Heating, they came out pretty quickly and looked at it and said the thermocouple needed replaced, they replaced it, paid them $363.00. Then on February 1st 2023 It happened again, pilot was out and I couldnt get it to relight, called them around 9:30 pm after hours, they came out and told me the gas valve was no good, so I opted to wait till the next day to have it repaired to avoid the after hours charges. Next day 2-2-2023 they came and replaced the gas valve, paid $907.00, so now Im in almost $1300.00. So for the next 5 days I had to call them everyday because it wouldnt stay lit and I had to keep relighting it. They came out each day trying to figure out why it wouldnt stay lit. Now each time the TECHNIANS TOLD ME TO CALL, IF I KEPT HAVING PROBLEMS, so thats what I did. On the 5th day after they left it went out again because apparently they couldnt figure it out, so my husband called this time and the OWNER gets on the phone (cant remember his name, **** * think?) He informs my husband he wasnt going to send his techs out anymore just to relight my heater, and they went back and forth a bit, and he also told him if we didnt like the service we could go some where else, so he was rude and insinuated we were to stupid to lit our own heater, and did not offer any resolve to the problem. Horrible customer service, guess he doesnt care if he has repeat customers. They did offer to replace the vent jack for another $1300.00 I did take my business elsewhere, and got my heater fixed. I want my money back on the gas valve at the very least, they can have that part back if they want as It was taken back off by the other company. I feel they owe me the $907 at least since the didnt fix the problem.

  Business Response

  Date: 02/16/2023

  2/16/2023
  
  Albuquerque Plumbing, Heating, & Cooling reached
  out to customer ***** **** on 2/14/2023 and discussed her concerns in detail over
  the phone. ***** informed us that the heating unit in the home had been
  replaced in its entirety so there was no need for additional repairs. As a
  team, we were able to identify and come to a resolution with ***** that she was
  satisfied with.
  Albuquerque Plumbing, Heating, & Cooling will reimburse
  ***** $1,122.86 for the work performed at her home and there will be a 20%
  discount applied to her next service call if she chooses to use us in the
  future.

  Thank you! 

• Initial Complaint

  Date:02/01/2023

  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.

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  Regards,
  
  
  
  ******* *****ir technicians directly caused to our new bathroom vanity and refused to take ownership of the issue they created, reneging on any compensation whatsoever for the irreversible water damage.

  Business Response

  Date: 02/07/2023

   

  Good Morning, 

  To whom it may concern: 

  We have personally contacted Mr. & Mrs. ***** regarding her
  complaint with the work provided at her home on **** ********* ** *** *** ******* ** ***** and have come to a recorded, verbal agreement which includes a
  refund of $2222.35 (Full) for invoice #******. In return she has agreed to sign
  a non-disparagement agreement, remove ALL existing complaints, and negative
  reviews/feedback. We have started this process with our attorney and as soon as
  the letter has been drafted, we informed Mrs. ***** that we would contact her so
  we can arrange a date and time to meet,  get her signature and provide her
  with a check. 

  Thank you, 

  Albuquerque Plumbing, Heating, & Cooling