Plumber
Eco Plumbers, Electricians, and HVAC TechniciansHeadquarters
Complaints
This profile includes complaints for Eco Plumbers, Electricians, and HVAC Technicians's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 70 total complaints in the last 3 years.
- 25 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:05/16/2024
Type:Service or Repair IssuesStatus: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.
called eco plumbers on 5/8 to look at a hot water heater that smelled like it was leaking gas. Tech said it would be best to replace it which cost 3200 and they said if that didn't fix the smell of gas they would check for leaks. During the installation of the water tank the eco plumber tech seth broke the gas shut off valve on the meter outside the house causing gas to violently leak and spray out which prompted the gas company to evacuate the house for towards of an hour. The gas company arrives and fixs the issue with the meter and files a report which is on file at Columbia gas detailing what happened. During this whole ordeal we overheard the other eco guy here tell seth that he should not have done that. But we did not hear an apology during this whole thing oddly enough. The gas company fixs the leak caused by eco and advised there's another in the house somewhere. 2 more eco guys show up to find it and several hours later we get 2 different quotes for 3 thousand and 5 thousand from kevin. We call the next day to see if there's any kind of help we could get for all the trouble caused by the eco techs would have gladly taken a refund or a discount on one of the quotes offered at the time however the rep on the phone told us it would have to get approved by eco managers and they would call back. It's been a week and I have attempted to reach out to eco several times to be told the same thing the managers will call you back. The only call back they did was a sales representative trying to follow up on the quotes we got from Kevin. The gas has been off almost a week at this point mind you which eco is aware of. I go with another plumber for the repairs which cost about half of what wasquoted by eco and required far less demolition to the house. Finally speak with a manager named will who says it wasn't they're fault and there's nothing they can do. This has legitimately been a nightmareBusiness Response
Date: 05/23/2024
Hello ******* *****,
Thank you for reaching out with your concern about your service. It’s my understanding that you described smelling gas when you contacted us for service, and ultimately, we installed a brand-new natural gas water heater as our only invoiced service. In order to do the water heater installation, the natural gas had to be turned off. You believe that our technician did something to the outside gas service that caused a leak to the Columbia Gas service.
Our Care Team has spoken with you to gather information to understand the situation in greater detail and researched this with our field team. Care team requested that a manager contact you, which the manager did call and spoke with your son, but your son said you were taking this to the BBB and ended the conversation before our manager could discuss it thoroughly to determine if there were any additional fees charged by Columbia Gas and what Columbia Gas determined the issue to be. Our manager felt the leak on the Columbia Gas service side was an unanticipated natural event, not in our control. Also, for the leak that Columbia Gas found on the interior that needed to be repaired, our manager was prepared to offer a discounted price to do this but was not given a chance.
Eco Care Team has contacted Columbia Gas, but they will not release their report to us, as we are not authorized users for your service address information.
1. Please request this information and send it to ******************* so that we can see the service description of the issue and the repair that was completed at your home.
2. It has been our understanding that Columbus Gas does not charge for repairing leaks on their side of the gas system, however, if you received an invoice from them, please send that back with the service report.
Once we receive this information, we will be able to continue working with you toward a satisfactory resolution.
Sincerely,
Eva R****Customer Answer
Date: 05/23/2024
I am rejecting this response because: it offers me no assistance or reimbursement whatsoever.THE ECO PLUMBER TECHNICIAN SETH BROKE THE GAS VAlVE ON THE OUTSIDE OF THE HOUSE CAUSING IT TO HAVE TO BE EVACUATED FOR AN HOUR. Every time I or my son called we informed them we had the other work done by another plumber ( for less than half eco quoted )
In fact one of the reps from eco we spoke with claimed Kevin should have advised me no compensation would be given this was never mentioned during the visit or any of the follow up conversations. Finally after a week a manager called and spoke with my son and he plainly said there was nothing they could do but have a conversation. They (over)charged me 3200 for a hot water heater, broke the gas meter outside prompting an evacuation. Then get ignored by management and now have them outright lie like this is beyond words. This entire situation is pathetic and laughable and to hear the ceo of the company go on ads and spout things like coming through for you when you need us to is simply astounding how 1 this happened and 2 the company going these lengths to outright ignore it. Truly despicable
Regards,
******* *****Business Response
Date: 05/29/2024
Hello ******* *****,
Eco Plumbers, Electricians, and HVAC Technicians is trying to work through this issue with you. As explained in our May 23rd reply, our manager’s research and conclusion was different than yours, but we also tried to get the Columbus Gas report to try to corroborate the situation you described. Possibly this was not clear in our response. We are sorry that you were inconvenienced by having to evacuate your home for one hour while the situation was made safe.
At your earliest convenience, please send a copy of the Columbia Gas report to *******************. If there were charges for this work from Columbia Gas, please also supply that documentation. Once we have the report, your concerns will be discussed with management to help determine a satisfactory offer that Eco will present to you through the BBB platform.
Thank you for your patience.
Sincerely,
Eva R****Customer Answer
Date: 05/31/2024
They have not provided any assistance at all just more steps for me to take. They have done nothing but lie and drag this out. I spoke with the gas company and they said they have a record but can't send it or a paper version of it. Eco is asking for something that can't be provided. I was without gas for 10 days due to the error caused by eco and they continue to say the story differed or they're records even though the story never changed. Truly I believe they just want this complaint marked as answered and I would greatly appreciate any further help you could provide. Please post this entire complaint and a thread of all of ecos replies I'll gladly show this whole ordeal to anyone who even thinks about calling them.Initial Complaint
Date:04/30/2024
Type:Service or Repair IssuesStatus: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.
Ecoplumbers came out to my house to backflush and clean out the sewer line beneath my house after replacing the entire line leading from the house to the street. In order to do so they accessed the sewer line from outside the house. When they backflushed the sewer line with high powered water pressure they negligently failed to fasten an outtake port in the basement floor. Therefore, my entire basement and rec room was sprayed with my poo and pee water!!! Imagine kneeling down in a corner of a room in your house, then holding a fire hose between your ankles, and then spraying the ceiling, walls, floor, and all of your belongings with sewer water! This is what occurred until I ran outside to tell the technician to stop! An appraiser came to the house the next day, assessed category 3 damage and told me that everything needed to be thrown into a dumpster since it was all covered with human waste water. Ecoplumbers sent a team out to the house the next day and they disinfected the tile floor. Not the ceiling, not the walls, not my furniture or vinyl record albums. And you cannot disinfect the felt on a pool table. It was ruined. I was told by Ecoplumbers that someone named Amanda would contact me but no one called for 3 days. I was never given a contact number, I had to keep calling the main line. I called them back and spoke with someone that was so rude. I told him about the items that I would need to replace and he started arguing with me! They have since not contacted me or had anyone attempt to reach me! Simply unbelievable ineptitude and gross negligence. I have my daughters and grandchildren in that room and what am I supposed to do now? I didn’t ask this company to enter my home and completely destroy part of it!Business Response
Date: 05/09/2024
Hello **** *******,
Thank you for reaching out about your concern. Eco Plumbers, Electricians, and HVAC Technicians has been working with you to solve your home’s sewer issues since early 2023. After our sewer experts provided a permanent solution, in October you hired our sewer excavation team to replace your main sewer line from the home to the street. A hydro-jetting of the line was included and was a final step to be completed once it could be scheduled.
To briefly recap the recent situation described in this BBB concern, while performing the hydro-jetting on April 23, 2024, the pressurized water used in cleaning the main pipe escaped into the basement as a fine spray through a floor cleanout that was secured with a test plug. Eco did not install this plug in this cleanout, and from our videos that we record on the job site, it was the same plug that was present when we performed an earlier drain clearing.
After being made aware of the water spraying from the floor cleanout, our team stopped the hydro-jetting and requested that a manager come to the site promptly to do a quality-control walk-through. Our manager arrived, took a video of the condition of the basement and confirmed that water sprayed out of a cleanout located at one end of the basement. The plug had remained in place and the pressurized water escaped around the plug as a finer spray.
We dispatched a mitigation company that specializes in situations such as this. Once they got in the home, they took moisture readings, and cleaned and sanitized the floors. Once completed, they told us that they deemed the basement to be remedied and no additional mitigation remedy was needed. Since the mitigation company is a specialist in this area, we are trusting that the basement is indeed good to go.
Eco Plumbers, Electricians, and HVAC Technicians is paying the mitigation cost of $2000. Since the mitigation company did not feel that everything in the basement must go, although we sympathize and are sorry this occurred, we must trust the experts. Also, when performing services, we expect and want a positive outcome for our customers, however, our service agreement indicates that unforeseen things can happen, and we cannot be held responsible for issues resulting from attempting to clear the system.
The mitigation report that we received states:
"No demo needed on this project. The flooring did not show signs of any water under it. We cleaned the floors and placed air filters to remove smell concerns and a dehumidifier to reduce moisture. HO had questions about the furniture, we've instructed them to contact Eco about."
Based on this, we advised you that any concerns about furniture or other items in the basement should be addressed through your homeowner’s insurance. You then told us that you were going to get an attorney, which ended communication between us. We have not been contacted by an attorney representing you as of this writing.
If you have additional questions, please contact our Care Team at ###-###-####, or via email at ********************
Sincerely,
Eva R****Customer Answer
Date: 05/10/2024
Ecoplumbers sent out a mitigator from ******** *********** to assess the damage and he told me face to face that he assessed the damage to my basement to be category 3, that all of my belongings were contaminated by ‘poo water’ and needed to be hauled out to the curb and thrown into a dumpster. I actually recorded this conversation on my iPhone. As you can see by Ecoplumbers reply, they apparently believe that no items need to be disposed of. I called **** ****, the litigator, and requested that he send me written documentation of his report to Eco. He has not done so, therefore I have reached out to his superior. Someone is not telling the truth here, either the mitigator or Eco! My insurance company has assessed the damage to be the maximum allowed under my policy, approximately $11,500! Thank you for corresponding with me. I believe something underhanded happened here. I will be filing an additional complaint with you addressing the issue with the mitigation firm ******** ***********
Business Response
Date: 06/07/2024
Hello **** *******,
Thank you for replying that you received the documents. The next step is for your insurer to contact us regarding this matter.
To date, we have not received any inquiries regarding this matter.Communications can be directed to **** ********* ***, at our headquarters:
Eco Plumbers, Electricians, and HVAC Technicians
**** ********* ******** ********* ** *****Thank you,
Eva R****
Customer Answer
Date: 06/11/2024
I will never accept the response from this supposed business. Their pompous, arrogant, dismissive, and cavalier attitude is ridiculous. Do what you want, but the BBB rates them as A-plus!!!!!!!!! I’ve left honest evaluations on Google & Yelp that have been reviewed by multiple potential customers, so people can see what they are getting into if they hire this company. A-plus!!!!! What a total joke!
Regards,
**** *******Initial Complaint
Date:04/09/2024
Type:Billing IssuesStatus: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 have a situation that I feel is very unfair. The company is ECO Plumbing. Last week they came to my house because of water in the bottom of the kitchen cabinet. The repairman arrived and informed me that I needed a new faucet and garbage disposal. He then proceeded to install the garbage disposal when I looked the disposal was way to large for under my cabinet. He said he had a smaller one in the truck, so he exchanged it to the smaller one. Then he asked me about what faucet I wanted. He only had 2 types faucets on hand, he advised the larger one since it was more modern design and would only be $100.00 more. He then said he would put in the more expensive one and would not charge the extra $100.00. He also returned for a second visit the following Wed. to put a plate over the area where the old sprayer was on the sink top. When he was here on the first visit he did not have that cover.
Now for the shocker he then presented me with a bill for 2,273.00 dollars. I about fainted. He said the faucet was 1,517.00, the garbage disposal was $856.00 the total bill was $2273.00. Unfortunately I paid this bill.
I am 91 years old and feel I have been taken advantage of . This same company installed a garbage disposal for a friend and it was somewhere around $400.00. I looked on Amazon and we seen what we think is the same Delta Faucet for around $400.00. I requested an itemized list for the work and they said they would send it out in a couple days. Enclosed is their idea of an itemized statement.
Price not conveyed until after the work was completed. I had no other option then to agree. As I had water in the bottom of the cabinet, which I could not ignore. Time was of the essence and it would take time to get another plumber. When I called them yesterday they said they only give you the total charge. Nothing was ever conveyed to me in regard to cost except the difference in the two faucets and the the differenced in the garbage disposal size.
Enclosed are copies from Amanda at ECO Plumbing Co.Business Response
Date: 04/17/2024
Dear ******* ******,
All of our jobs are time stamped in our system. For your project, our technician arrived at 3:25pm, provided upfront pricing and obtained signature approval to start the work on the $2,273.00 estimate at 3:53 pm, the work started and upon completion your technician obtained your signature to authorize payment and collected the payment at 5:40pm.
Our work was performed with your approval (signed contracts) for the options you chose for us to install. We always provide upfront pricing with our solutions in the form of a project price that includes any fixtures, appliances, small parts, installation and guarantees/warranties. We even understand that people can have buyer's remorse, so we offered three very fair options to resolve your concerns. Our Care Team has been pleased to collaborate directly with you and look forward to seeing you later today, 4/17/24 to satisfactorily resolve this matter.Initial Complaint
Date:03/28/2024
Type:Service or Repair IssuesStatus: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 3/24, Cecil and Tony came out to try and clear my sewage pipes. I explained that my water was backing up into my bathtub. They requested that I turn on my bath water for this process, which I did. We were all outside by the clean out, as he wanted to show me and my dad what was going on. They got some roots out but couldn’t get everything and suggested I set up an appointment for someone to look with a camera. At this time, I went inside to turn off the water and found that my bathtub and toilet had overflowed and flooded my house. I told them about it and Cecil was not helpful at all, telling me “ma’am, calm down” and my dad to “get a rug doctor” when asked what to do now. Tony was very apologetic and said that they usually have someone monitoring the tub and that this never should have happened. They did get the tub to drain eventually but I have extensive damage to my house. Eco was taking responsibility at first, saying that they’d make it right and that it shouldn’t have happened and the tub should have been monitored but now they are backtracking and denying responsibility. My house was flooded by following their directions. They knew that water had been backing up into the tub. I trusted that they knew what they were doing.Business Response
Date: 04/01/2024
Hello ******* ***********,
Thank you for reaching out about this issue. After reviewing the service records and getting an update from our Care Team, manager and technicians, I learned that your father, ***, who has been handling your property, has already spoken to Eric, our Sewer & Excavation Trade Line Leader. We requested that your insurance company contact our insurance company. I then asked our Care Team to supply our insurance company information and they confirmed that this was sent to your email address today.
If you have additional questions, please contact Eric directly at the number *** has been using to communicate with him, or you can email Eric at *****************.
Thank you for your patience in this matter.
Sincerely,
Eva R****Customer Answer
Date: 04/03/2024
They have not been contacting him. HE has been contacting THEM. 90% of the little communication we’ve had has been initiated by us. My biggest issue has been the lack of response from your team. Your plumbers created an emergency in my home a week and a half ago and you are just now doing something about it. I had two separate professionals say that it was a level 3 situation. My house was flooded with SEWAGE water and there was no sense of urgency from anybody. I wouldn’t have posted the reviews and complaints if you would’ve communicated and actually done something about this.
Regards,
******* ***********Initial Complaint
Date:01/02/2024
Type:Service or Repair IssuesStatus: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.
Before Thanksgiving Eco came out to repair a plumbing issue. They did not repair it properly. It only worked for 4-5 days. We had to have a different plumber come out & repair during this time I had a stroke & was in the hospital & then went to Rehab. My Son stayed at the house with my pets.
My Son was inconvenienced with this plumbing issue & toilets not flushing & sewage was backing up in the shower & not draining & coming out in the hallway... I would like to have compensation because he had to wait with this issue until the 2nd plumber could arrive. & I came home.
The ECO repair was over $500 I paid on credit card. The 2nd plumber, ***** ******** a ***** ********** **** * ******** and ***** came out & that cost was over $1,000. They went to the vent on the roof & they took a video down in the pipes which ECO did not.Business Response
Date: 01/08/2024
Hello ***** *****,
Thank you for providing feedback. We are sorry to hear about your health issue and how this impacted your ability and your son’s ability to contact us. It’s our goal to always provide excellent service for positive outcomes. Our business’s operating system retains service details and our Care Team provided notes regarding your past services so that I could review your request for a refund.
From your service history, your husband, ***** *****, first contacted us in 2017 to cable your kitchen sink due to clogging. At that visit, larger cabling equipment could not clear the clog sufficiently, so we returned a few days later with a plan to hydrojet the line. Because there was no water access, the technicians could not hydrojet, so they instead used smaller cabling equipment due to sewer line restrictions. They were able to remove a lot of sludge to get it flowing again. Your home does not have an outside cleanout to allow larger cabling equipment to be used. This earlier issue is mentioned to establish that your home, built on a slab, has recurring drain issues.
Regarding this BBB complaint, you next contacted us to help on service date, October 27, 2023, to perform cabling service via our drain deal, “$93 or it’s Free Drain Clearing Special”, to restore the flow in your bathroom. Our technician cabled the line from the toilet drain, which requires the toilet to be carefully removed to not damage the toilet. There are many steps and careful attention given to removing and resetting a toilet (shutting off water and removing all the water, drying the toilet/tank, removing johnny bolts, etc.), plus protecting the floor and the toilet itself in moving it and resetting the toilet, which is the reason for this cost. As mentioned, your home does not have an outside cleanout. This cabling service restored the flow. Also, the $93 or it’s Free offer is warrantied with a One-Year Clog-Free Guarantee when a video inspection (camera) is performed. We sent a sewer advisor to camera the line on October 30, 2023, and discuss options, however, after explaining the process, you did not wish to know what was going on in the sewer and declined the video inspection and wished to wait and see if the $93 cabling worked. Cabling is able to restore flow temporarily, but if you have a bigger issue going on such as roots causing blockages, as an example, the compromised sewer line would need diagnosed from a video inspection (camera), and then options and estimates could be prepared so homeowner can decide how to fix their sewer line permanently.
Although the warranty was actually voided from not allowing us to do the video inspection on October 30, when you called again for service on November 13, 2023, from laundry water not draining properly, we still honored a one-time return trip warranty at no charge. Your technician cabled the line from the laundry standpipe and explained the different options and the need for a camera inspection to properly diagnose for resolving this recurring issue. You again declined the camera inspection that would allow us to discover the underlying issue.
From our service notes, on December 7, 2023, you called in to express you were upset about spending money and you still had issues. You talked about googling information and talking to a friend about a possible vent issue. Our customer service representative passed your concerns along to the Care Team. On December 11, 2023, the Care Team reached out and left a voice mail to have you call us back at your convenience. The Care Team noted that you did not call back to discuss the situation, to reiterate that we would have scheduled the camera to further determine what the underlying issue was and provide options/estimates to resolve it. When our technicians were in your home, they were providing service for the issues described to our CSR when the appointment is booked that notes are prepared for the technician. The technician also learns all they can from speaking with the homeowner to gather more information to inform their diagnosis. As you know, we wanted to run the camera throughout the sewer line and if needed, we could have checked out the secondary drainage pipes. Two times we were not given opportunity to perform video inspections (camera).
It is always a homeowner’s prerogative to contact another company for additional diagnosis and service options. If the new company did similar work on top of ours (cabling), Eco’s service warranty is understandably voided. As we mentioned, your home does not have a cleanout, so the roof vent is the highest access point, that a camera can be run down to view the pipes leading to the sewer. Diagnosis is a step-by-step process, and you were willing to invest additional cost to further diagnose with another company, rather than have us back out to allow us to investigate further with our camera with the goal of finding what commom or unique issue you were having and solve the problem. If the services and steps our technicians had taken thus far was shared with the other company, they would have benefitted from this information in the normal progression of diagnosing your situation.
Our team has performed a lot of work at your home in the course of multiple appointments, all at a reasonable cost, with one visit even being a no charge when the warranty was actually voided. We are unable to offer a refund per your request due to the time our team has invested in providing immediate drain services to your home, and for not being given the opportunity on two occasions to perform the thorough video inspection so that our drain/sewer experts could discover any additional underlying issue(s) and provide options for solving the problem(s). If you are still having drainage problems now or in the future, we will be happy to take your call at ************ and promptly schedule service.
Sincerely,
Eva R****Initial Complaint
Date:11/22/2023
Type:Billing IssuesStatus: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.
This is regarding Eco Plumbers of Columbus.
The plumber came to my house - probably saw I live in Upper Arlington and proceeded to charge me $944.00 just to replace a few parts inside my toilet! He provided an invoice, but, no where on the invoice does it give any prices or why it would cost that outrageous amount for a simple fix. Not only that, I had to stand over him to ensure he was fixing it correctly, otherwise, my toilet would have never flushed correctly again. I've tried calling someone at Eco Plumbers to explain all this, but, no one will call me back to give me any kind of reason for this outrageously high price. Therefore, I do NOT recommend this company at all!
Therefore, I'm seeking to be refunding at least HALF of this outrageous amount. There is no WAY I should have been charged $944.00 for parts replacement!Business Response
Date: 11/29/2023
Hello ***** *********
Thank you for your feedback and thank you for your patience. I'm pleased you have been able to communicate directly with Amanda from our Care Team about your concerns, mainly via email due to your request to be contacted first in this manner. Your technician provided upfront pricing and you signed contracts for work to be completed. Then your technician performed the work, and now you have warranties in place on your service and manufacturer parts per their standards.Since you appear to have buyer’s remorse, Mary, our Care Team manager, sent you a detailed email and communicated that she had received Eco management approval for a $150 refund to be made to your credit card as soon as possible. This refund has been requested. Please allow 7-10 business days, depending on your financial institution, for this refund to show on your end.
Sincerely,
Eva R****Customer Answer
Date: 12/01/2023
I am rejecting this response because: ECOPlumbing STILL has NOT provided me with an accurate DETAILED billing as to WHY they charged my the ridiculously high price of $944.00 just to replace the inside of a toilet. Not mention, the "technician" damaged the insides of my pristine antique toilet bowel with his metal "snake".. a service I did NOT ask him to provide, he came up with it on his own because he didn't know how to fix the toilet properly! I COMPLETELY disputed ECO Plumbers sorry excuse for compensation when with their $150.00 to keep my mouth shut. Well, NOTHING DOING!! They're the worst, and I'm going to make sure everyone in TOWN knows they're the worst because my next step is talking to one of the local news channels about their thievery and unethical ways of doing business - along with sending a "technician" that had no idea how to properly fix a vintage toilet!
Regards,
***** ********Business Response
Date: 12/04/2023
Hello ***** ********,
I spoke with Care Team, whom you are communicating with directly, and they said they explained to you that we do not use an itemized estimate/invoice format, therefore this is the reason that it was not provided. We are sorry if you did not understand this clearly. Since we price by the task and the costs to operate are figured into the task price (labor, parts, guarantees, insurance, training, customer service team, fuel, fleet, marketing, etc.), Mary emailed the task breakdown for your job earlier today. It has also been attached here for your review. The total price shown does not reflect the $150 manager-approved refund that was issued last week to show you that we listened and understand that you have buyer's remorse, however, you also now have a working toilet.
Our goal is to help customers with repair, maintenance or replacement services of their home plumbing, electrical and HVAC systems. It is my understanding that your toilet was torn apart by you and you were unable to fix it and then you requested our help. Eco's goal was to help you restore your toilet because you asked us for assistance and booked an appointment. Attached - Please see the notes written by you on our online booking tool.
After your technician arrived and assessed the situation with you present, he provided 3 estimates ($944, $1297, $1321) that included replacing the toilet, since yours is quite old (50 years per your notes). After you approved the $944 estimate with your signature, our technician went to work. Otherwise, if no work had been approved, our technician would have gone on to his next appointment at no charge to you so you could continue to price-shop with other home service companies. A screen capture of the prices with the description of the task, contract details and your two signatures (from the full estimate and invoice that you have received) are attached all in one image, since there were limits to the number of items that could be attached.
Our goal is always to provide excellent service—and in your service situation, to make sure your toilet was working properly after the installation with brand new parts in the tank and a new handle needed to connect properly to the inside parts to trigger the water flow easily. These parts were on the estimate that you signed, and our technician believed you knew that these replacement parts would be required to fix your toilet properly. The Care Team reached out to the technician to inquire if there was anything he did that could have made marks inside the bowl and he said that he did not auger your toilet.
Eco technicians always take pictures of the customers equipment before they make any changes and then after they complete the work. These are stored in your service records. The original photo (no water in tank) shows where you had removed parts and the condition of the toilet, and then there is a photo of the completed work performed by our technician which shows that the tank was refilled with water. As a reminder, your warranties are in effect on our workmanship for 1 year and any manufacturers' parts warranties are in effect per their terms.Sincerely,
Eva R****Customer Answer
Date: 12/05/2023
I am rejecting this response because: ECO PLUMBERS can try and explain away their negligence for defrauding a senior citizen with crafty, flowery words, however, I've been in the business world long enough to know BALONEY when I read it! I am DEMANDING A total refund of $500 because the company PURPOSELY shoved some meaningless figure in front of me because they KNEW it was only 2 days before Thanksgiving, and the technician KNEW I was expecting company overnight for the Thanksgiving holiday (I explained it to him) and they KNEW they had me over a barrel at that point to charge me whatever figure came to his mind! Well, I'm here to state FULLY and UNEQUIVOCALLY that ECO PLUMBERS deliberately set out to defraud and COMPLETELY over-charge me by not providing a list of prices upfront, in addition to NOT explaining AT ALL why $944.00 was the price for a SIMPLE toilet repair! Therefore, pursuant to my comments with "Mary" from ECO Plumbers, yesterday December 4, 2023, I will be contacting the Ohio Attorney General's Office to have them begin an investigation into the CLEARLY crooked business practices of ECO PLUMBERS!
Regards,
***** ********Initial Complaint
Date:11/06/2023
Type:Service or Repair IssuesStatus: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 spent over $1500.00 to have my toilet replaced essentially because i wanted a new one. My old one was over 20 years old and I wanted to be more eco friendly and save money. It has been a nightmare since I made the decision to get a new one. The first one I got worked fine for a while then stopped for some unknown reason and they replaced it. That one worked for awhile and stopped months later. They then replaced it with one that cost less and was for short people. I asked why it wasn't for someone taller because the first one I got was. They replaced it it in August of 2022. Now I call them out it isn't flushing right and was told it was the flapper and he replaced it then he told me it was because the tube wasn't long enough and to fix that it would be about 450 dollars. I asked why they didn't use the correct one to begin with and of course he wouldn't know. Anyways he left about 2 hours ago and it still isn't working. The toilet won't flush. I've spent thousands of dollars with this company for multiple issues and this one issue can't be fixed. I know this. I want the 50 dollars I spent with them today. I won't be calling them again.Business Response
Date: 11/13/2023
Hello ***** ********
It was our pleasure to work directly regarding your concerns about the toilet and service you received.
Our Care Team has shared with me that at this time, you have decided to keep the current toilet, and if needed in the future, we have agreed to replace the toilet if any issues arise. This arrangement will be noted in your service records and with our Care Team.
Thank you for your business and for allowing us to demonstrate our commitment to valued customers like yourself! Don't hesitate to call Eco at ************ should you need anything!
Sincerely,
Eva R****Initial Complaint
Date:10/30/2023
Type:Billing IssuesStatus: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.
8/4/2023 plumbing work completed. When questioned tech about cost of certain repair, he stated that they had to charge a certain amount b/c the city charged them @1700. Verified w/ city that piece of equipment cost/ charge was @200. Also, tech lied about certain work that he had done. Paid bill that day with credit card. Dispute filed 8/8/2023. Spoke with company and they issued a partial refund and dispute closed. Credit card company aware, Received on Oct 26, 2023 a letter from Ecoplumbers that I still owed remaining balance and that I would be sent to collections. Envelope stated final notice(no other notices received) Spoke w/ credit card comp and they assured me mult times the comp received payment as reflected on my statement. When comp called, I was not given accounting dept number and have not been able to speak with accounting as it would seem they are trying to double charge me. Also, I never received receipt per email as promised or breakdown of costs as requested during the dispute. Initial payment 3161 then received 649 refundBusiness Response
Date: 11/06/2023
Hello ********* ****y,
We appreciate your feedback and patience in this matter. The Eco Care Team and Brittany C***** from the Accounting/Finance team provided the background on your concerns so that I could answer within the BBB platform as required. I’m glad you were able to work directly and have conversations with them as we investigated what happened within the charge-back process (credit card dispute).
We’re sorry about any frustration caused from this matter. We are using your experience to improve our processes, as Eco is the type of company that has the desire to improve and do our very best for our customers. We aren’t perfect, but we definitely wish to make this right as quickly as possible.
Brittany C***** left a voicemail after 2:00 PM on Friday 11/3/23. She was calling to offer a $500 refund (also being offered here) off the total paid ($2,512.00). If this is acceptable to you, please reply to let us know of your acceptance of this settlement offer and we’ll make it happen as quickly as possible.
Sincerely,
Eva R****Initial Complaint
Date:10/10/2023
Type:Service or Repair IssuesStatus: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 recently bought a house in Hilliard. I’m the buyers agreement the seller had to fix some things. They had Eco plumber come out to do the work. The seller insisted the job be done as cheap and quickly as possible. This meant eco. plumber had to do a subpar job. Eco plumber agreed, then left me with a job that won’t last. I have reached out to Eco plumber to fix a job, but they agreed that the seller requested a sub par job and even displayed his notes. I would like eco to do a job that a reputable company would do.Business Response
Date: 10/16/2023
Hello Mr. *******,
It’s my understanding that we have worked directly with you to correct the concerns you had about the sump pump work done to the home when the previous owner only requested that we perform the minimum fix. Service records for the house from the previous owner stay with the house, so this should be helpful to you as you maintain or upgrade your home’s systems.
A Care Team specialist informed me that she left a message for you today to let her know if you are happy with the recent work. If you could please return her call at ###-###-####. Ask for our Care Team, and also indicate to the BBB if the resolution was satisfactory.
Sincerely,
Eva R****Customer Answer
Date: 10/16/2023
I accept the business's response to resolve this complaint.
Regards,
******* *******Initial Complaint
Date:10/07/2023
Type:Service or Repair IssuesStatus: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 8/25/23 Eco came to look at my air conditioner. Their service consultant Riley D***** told me I had a transformer out inside my furnace. He said it is an old unit and my best option would be to replace the air conditioner and the furnace.( his opinion, no problem there.) I decided to get a second opinion and they had my A/C running within about a half hour, just a bad thermostat. My issue with Eco is that the other company charged me $439.00 to rewire the system inside the furnace that Riley pulled apart during his inspection and then just put the cover back on the furnace before leaving. I contacted Eco to ask them to reimburse me for the money I had to pay out but they never responded to me.Business Response
Date: 10/16/2023
Hello Mr. ******,
After having our Care Team research your service experience with our technician, records indicate that our technician left the wiring undone because he thought you were going to have us replace the unit. Then after you shared your concern about the situation and indicated that another company repaired your unit, our manager left a voice message for you and requested on 8/28 that the invoice from the other company be sent to us to review.
Now that we have the invoice from the other company in hand from your uploading it to the BBB platform, we would be agreeable to paying for the cost of the rewiring portion. As we understand it, you had a new thermostat installed, but this it not called out on the document. If you could please ask for a document from the other company that would show us the cost of just the labor for rewiring, we will refund that amount to you as soon as possible.
Please let us know if you agree to this resolution and supply the additional documentation.
Sincerely,
Eva R****
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