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:11/11/2024

  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.

  On August 28, 2024, Terrell,Owner of Next Level Plumbing and Drain Cleaning provided a service by running a new hot water line in my bathroom and installing a new shower faucet. This service is under warranty.
  
  I contacted the company on Friday, November 8, 2024 at 11:09am and personally spoke with the owner, Terrell about having a leak in my bathroom causing water to drip down into my kitchen. Terrell stated that he would be able to come out that same day between 4-6pm. Terrell was a no call/no show.
  
  I had to follow-up again on Saturday, November 9th and scheduled an appointment for Monday. November 11, 2024 at 9am. The arrival time was set for 9am-11am. Once again, Terrell was a no call/no show. I called an asked the person who answered the call if they could provide me with an ETA and all they could do was send out a notification. That call took place at 10: 57am. As of 11:33am, I have yet to receive a response from anyone at Next Level Plumbing and Drain Cleaning.

  Business Response

  Date: 11/21/2024

  ** *****, thank you for choosing next level and plumbing and drain cleaning for your plumbing needs. We are aware that Terrell Crawford came out to initially repair your hot water lines and valve for you tub and bathroom sink. Unfortunately things do happen sometimes where additional problems could possibly occur,  we apologize for any inconvenience this may have caused, however we pride ourselves on giving our customers warranties that we do honor. I am glad that you allowed us to come back out to fix your. I hope that we was able to regain your trust and ensure you that you are always covered with us. Thank you ** ***** for being a valued customer here at next level plumbing and drain cleaning.

   

   

  Customer Answer

  Date: 11/26/2024

  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,
  
  
  
  ****** *****
  

• Initial Complaint

  Date:12/28/2022

  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 opened a claim with my home warranty company (HWA) regarding water damage to our ceiling in the living room on 11/04. The claim was initially assigned to a vendor and an appointment was made for 11/09, but was scheduled without my consent or anyone contacting me. That vendor never showed up and did not try contacting me until later in the day, which I missed the call and received no voicemail. The claim was then reassigned to Next Level Plumbing & Drain Cleaning, who came out on 11/14 to inspect the situation. After the inspection, the technician said he needed to submit the repair for approval with the warranty company and I would hear back from him in 24-48 hours. It took multiple times contacting HWA in order to get the technician to submit the information needed to approve the repair. During this time, I'm told I will have to pay an additional $475 for the claim, on top of the initial $100 service call fee. I contacted the tech who said he would speak with HWA on 11/18. I had not heard anything from the tech or HWA for over a week, so I tried contacting the tech multiple times via phone, but received no response until contacting HWA. We scheduled multiple appointments that he missed without prior notification, and I wasn't able to get him back to my house to complete repairs until 12/16, well over 3 weeks after it was supposed to be completed. Once he cut all the piping for my shower out, he "realized" that he needed an additional part that wasn't available and needed to be ordered. I was told the part would arrive by 12/20. After not hearing from the tech I reached out again, on 12/21, only to be told the part had not arrived yet and I would be contacted once it had. I have since reached out to the technician multiple times via phone & text asking for info on the part to procure it myself, with no response. HWA has not assisted me with getting this escalated or sending a different vendor to work on this.

  Business Response

  Date: 05/20/2024

  
  
  ** *****, *****, 
                First sir I would like to send a sincere apology for your experience that you had with your warranty company, and also a late response. Due to some difficulties with revamping management and operations I am just now recently getting this complaint. There were a lot of miscommunication between you and I and also the warranty company. Your claim took several weeks to get approved and I was unable to move forward until they gave me the authorization number to do the job. Once I got authorization to do the job I contacted you at my earliest convenience to get it done. I understand your point of view about the job not getting done and you have every right to be upset about that, however iam not responsible for the job not getting completed. As a plumber we encounter situations daily that sometimes change and plans are revised. Once I found that your particular plumbing issue needed an additional part that had to be ordered I contacted the warranty company and told them about the situation and they refused to pay anything additional for the job. Once again there was more parts and also labor involved  to get the job completed which they would not pay me for so I could not continue with the job. I then proceeded to ask them “ well what about the customer” because I knew the job was not completed and there reply was don’t worry about it they would get someone else to come out. As a vendor iam under contract and was not able to complete the job because HWA said that they were sending someone else to complete it because they did not want to pay for additional work to be performed. As they told you they were sending someone else and didn’t. I apologize once again for any inconvenience this may have caused. I could not as a contractor go against what they said due to conflict of interest. I hope you understand, and that your was problem was eventually fixed.
  
  Yours in service,
  
  Terrell C*******
  Next Level Plumbing and Drain Cleaning LLC