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 Find Local Branches.

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  Eco Plumbers, Electricians, and HVAC Technicians

  4691 Northwest Pkwy Hilliard, OH 43026-1126

  
• 

  Eco Plumbers, Electricians, and HVAC Technicians

  221 Renick Ave Chillicothe, OH 45601-2852

  
• 

  Eco Plumbers, Electricians, and HVAC Technicians

  599 Sunbury Rd Delaware, OH 43015-8657

  
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  Eco Plumbers, Electricians, and HVAC Technicians

  428 Beecher Rd Ste C Columbus, OH 43230-4562

  
• 

  Eco Plumbers, Electricians, and HVAC Technicians

  9114 Cincinnati Columbus Rd West Chester, OH 45069

  

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:02/06/2023

  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.

  Monday 2-6-2023
  I had an appointment with Eco Plumbers to possibly fix a Leak in a pipe connection for a New Sink installation.
  Since I did not know when I was getting my New half bathroom Sink installed I was looking to fix the leak in the pipe connection. My wall was already open showing the connection so I thought it would not cost much to fix.
  Eco Plumbers Riey H**** come out. I showed him where the leak was since my wall was already open. I told him that I have already cut off the water. I told him that my pipes were New.
  I even took him in my basement and showed him where everything was connected and New.
  He asked me if he could Widen my opening a little bit and since my opening already showed the leak I thought 1/2 to 1 inch. When I looked he had cut my wall open 2-3 times bigger. I got upset and cried. I talked to his boss Jeff K*** who really wanted to talk to Riey so I called ECO Plumbers and talked to Christopher C***** and Explained that Everything Was New in that Room including the Drywall, Red Paint with glitter. I made it clear that Riey Cut Up My New Wall which was already open to the leak at the pipe connection. I asked Riey why did he cut up my wall and he said because it was wet. I told Christopher that I wanted my wall fixed asap. He said that he would and had to send it to some department. I am surpose to wait for their decision. I measured my wall and explained that the opening was already open 8 inches and now it is 21 inches open.
  I received a call from Jeff K*** who is Riey H**** boss and he kept trying to give excuses for Riey until I explained very clearly that my wall was already open to the leak with the pipe connection and it was unnecessary to cut open my wall because it was wet. The water leak is what made my wall wet. I did not understand why Riey would know that and why he was looking for the leak when I Told Him where the leak was which was in clear view. He said I would get a call in 2 days.

  

  Business Response

  Date: 02/07/2023

  *******,

  Thanks for reaching out. I've reviewed this job with our Plumbing Service Manager as well as our customer care team. I do see where our technician discussed with you the need to open the existing whole further to accurately asses the leaking pipe. After getting your approval to do so, we discovered drywall with existing water damage. This is why the drywall needed to be accessed in the manner which it was.

  While we are confident that our actions here were justified, approved by you, and necessary to fix the issue, our customer care team is already working on trying to find a drywall contractor in your area to patch the hole. We've tried to relay this information to you, but the voicemail on the number we have for you is full. Presently, all we're waiting on is a local company to let us know when they can fix this for you.

  I understand that telephone may not be the best method of communication, so if there's anything we can do to assist further with these concerns, please reach out to our care team at ************************.

  Customer Answer

  Date: 02/16/2023

  I filed complaint on 2-6-23 and was assigned # ********. I informed eco plumbers of the total cost for repair of $550. I would like contractor to repair it asap. I need eco plumbers to reimburse the total due for repairs

  

  Business Response

  Date: 02/16/2023

  *******,

  We have received your quote for the necessary repairs. We have also requested a copy of the invoice or estimate for these services so we know how to remit payment or reimbursement. 

  As mentioned in the previous response: ECO has every intention to help you take care of the drywall concern. As soon as we have the information mentioned above, everything should be taken care of.

• Initial Complaint

  Date:02/01/2023

  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 January 30, 2023, Nic and Jim came out because we had a clogged main drain. However when they came to snake the drain they went in through the wrong drain and due to the negligence of the employees they got the snapped the steel cable snake in our drain. Upon their arrival I showed the drain that they should have used to access the main drain. They stated that the pipe they went into went directly to the main drain. Once the cable snapped they stated they would need to excavate my pipes in the yard to get the cable they snapped out. That cost was over $7000. I got a second opinion from another plumber (B&E plumbing) who advised they went in through the wrong drain and the cable Jim and Nic snapped did not even make it out to the yard. Eco wanted to charge me over $7000 for their own mistake. I feel due do their negligence I need to be reimbursed for the cost I had to pay to fix what they did.

  

  Business Response

  Date: 02/07/2023

  *****,

  Thank you for reaching out to us about the recent service experience in your home. We understand that plumbing issues are never expected, so we try to do our best to help our customers through these issues, even when the circumstances are unforeseen. In the case of the sewer system in your home, a number of those unforeseen circumstances were encountered. When servicing the clogged drain, the cable on our machine broke, which is almost always caused by a penetrating roots, or a break or separation in the pipe itself. Both of these scenarios will bind the cable, and do to the spinning action, typically result in a broken cable. In almost every circumstance of this happening, the only way to remove the cable segment is to excavate the line in one some way. This is why we always include a specific disclaimer on our estimates given to customers for their signature before we perform these services, which reads below:

  "The Eco Plumbers cannot be held responsible if roots have grown into your drainage system, if something has been flushed down the system or if broken, rotted or defective piping exists in your system. Furthermore, we cannot be held responsible for issues resulting from attempting to clear the system."

  In the case of your home, our recommended solution was an exterior excavation to remove the cable, but also to install an exterior cleanout, which would be the most effective way of addressing these issues in the future. You chose not to proceed with this solution, instead heaving another company excavate from the interior of the home to remove the cable. This resulted in replacement of the section of sewer pipe removed for cable extraction. While this later is solution for removing the cable, it does not provide a permanent solution to the drainage issues of the residence, which is why we recommended the exterior excavation solution.

  Given that our inspection, as well as the written invoice you sent us from the third party, both mention multiple areas of the line with root masses forming, we do not believe a reimbursement is warranted in this case. I hope this helps to provide some clarity on the situation. Please don't hesitate to reach out for further information if necessary.

  Customer Answer

  Date: 02/07/2023

  I am rejecting this response because: this has nothing to do with the roots in my drain. This has everything to do with your plumbers going in through the wrong drain, breaking their cable and trying to scam me into paying 7000 for excavation. Which was not needed. Had your men gone in through the correct pipe like I told them too the cable would have not gotten stuck and broke off in my drain. . I will be contacting the attorney generals office due to the negligence of this company. This is unacceptable. I am asking to be refunded the 1500 for mistake your team made. 
  
  
  
  Regards,
  
  
  
  ***** ****

  

  Business Response

  Date: 02/16/2023

  *****,

  Per the recent telephone conversation, ECO will not be able to provide any additional action at this time. While we certainly apologize for the poor or slightly inaccurate information you were give by our technicians for repair options, we cannot be responsible for situations caused by the conditions already existing in the sewer lines of your home. At your request, our Customer Care Team will be sending your work documentation to you again via email so that you can review the disclaimer about these types of situations.

  If there is any further clarification we can provide on this matter, please don't hesitate to reach out.

  Customer Answer

  Date: 02/17/2023

  I am rejecting this response because: This happened due to your teams negligence. And not listening to the customer. It is completely unacceptable. During a phone conversation the VP stated and attempted scam is not a scam. I was being scammed and I do not appreciate it. I paid way more than what i should have to die to your team going in through the wrong pipe. 
  
  Regards,
  
  
  
  ***** ****

• Initial Complaint

  Date:01/30/2023

  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.

  Company installed water heater 6 months ago. It has never worked. After several visits, a technician found that the unit "has been installed incorrectly" and two plumbers worked for two days to reinstall and get system to work. Unit has worked on and off since then and EchoPlumbers have sent several plumbers to try to fix it. The last one, Thomas Z stated that parts were defective and he turned it off. In essence, we have not had hot water for bathing, dishwashing, or laundry for several months except for an odd day here and there when unit worked for a short time. We have never had hot water for our kitchen or washing machine. We feel that we have been more than patient with incorrect installation, nonfunction, and defective unit.

  

  Business Response

  Date: 01/31/2023

  ******,

  Thank you for reaching out concerning the issues you've had with your water heater since it's installation last year. I also want to apologize for the time and frustration between the installation, and us getting you taken care of. As I understand, our team has already replaced the water heater in your home with an entirely new unit. I am confident this should remedy any future concerns about providing hot water to your home. Additionally, I've asked our Care Team to extend the Care Plan that came with your original heater by a full year, so that we can provide you with service and maintenance without issue. 

  Thank you again for reaching out to us, and especially for giving us the opportunity to make things right. We look forward to continuing to serve you in the future!

  Customer Answer

  Date: 01/31/2023

  I accept the business's response to resolve this complaint.
  
  
  Regards,
  
  
  
  ****** **********

• Initial Complaint

  Date:01/04/2023

  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.

  We paid $700 for a thermostat with extra sensors to be installed to help regulate the temperature in our home as our daughters room was much colder than the rest of the home. Eco plumber said this would fix the problem. It did not in the 2 months we gave it to work and after it dropping into the 60’s in her bedroom at night we had to move her to our room. We had another hvac company come out. They explained that their solution wasn’t the correct solution for the problem. I called eco plumber about a refund and cancelling our service pack. The manager called and was rude and called my husband an idiot.

  

  Business Response

  Date: 01/09/2023

  *****,

  Thank you for letting us know about your recent service. I was able to review this situation with our Customer Care Team, as well as our division manager who spoke with your husband. From this investigation, there are a couple of important points of clarification I wanted to provide.

  1) Based on our service records and recorded telephone calls, it appears your system and thermostat were both working correctly after our services in your home. We were also never requested to service any inadequacies in the system past this point.

  2) Based on the timeline and, and our manager's conversation with your husband, it seems that the concerns with the thermostat we installed did not come up until another company (not Eco) installed a new HVAC system in your home. The thermostat we installed is not compatible with the system you had installed, resulting in the request for a refund for this service.

  I should also mention upon listening to the recorded calls, there is no record of any name calling of any type. So I apologize if that was misconstrued or inferred in anyway. Considering all the information documented in our system and listed above, we do not feel as though a refund for this service is warranted. Rather, we are willing to place a credit on your account reflecting the cost of materials for this service equaling $241.50. This credit would be applicable to any Eco services we offer, excluding the cost of our service membership, should you accept this resolution. Additionally, your service membership is currently cancelled, at your request.

   

   

  
  

  Customer Answer

  Date: 01/10/2023

  I am rejecting this response because: we have more than $700 in charges from Eco. We contacted another contractor after we began having HVAC issues. We were told the system had to be replaced because of things Eco did. We are not interested in ever having Eco work on our HVAC system again. We would like all of our money refunded in a check. 
  
  
  
  Regards,
  
  
  
  ***** *****

  

  Business Response

  Date: 01/13/2023

  Unfortunately, we cannot validate the claims of a third party company without being given the opportunity to address claims of issues with work we performed. This also prevents us from being given an opportunity to exercise the warranty included with services provided by Eco. We also provided estimates for the recommended system replacement, which would have eliminated the issues presented with the system installed by the other contractor, which is what rendered the thermostat we installed incompatible. Additionally, we are unable to validate that any issues present currently or previously were due to workmanship from Eco, therefore a full refund is not warranted or justified in this case.
  

  Summarizing:

  - We were not made aware of any issues with the thermostat installed prior to the 3rd party system replaces. This prevents us from being able to honor the included warranty and guarantees.

  - Without evidence of issues resulting from the service Eco provided, which is only the installation of the thermostat, we cannot assume responsibility for workmanship or equipment errors.

  - The account credit offered in the previous response is goodwill gesture in hopes to serve you again in the future. This will be the extent of action we'll be able to take to resolve this concern, based on the aforementioned factors.

• Initial Complaint

  Date:12/02/2022

  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.

  Constituent states a bathroom sink was dripping. Only work done was replace the shut-off valves under the sink. That did not fix the leak. The bill was for over $519.00. Has filed dispute with her credit card company.

  

  Business Response

  Date: 12/02/2022

  *******,

  I'm reaching out to follow up with you on your concerns filed with the BBB that I received today. I want you to know that we treat all customer concerns with the highest importance so that we can maintain the best customer service. I looked through the notes we have on your account and noticed that our Customer Care team has been in contact with you fairly consistency since you originally reached out to us on November 15th, which seems to also be the date you filed your concern with the Ohio AG. I also made sure our Care Team was working to make things right for you, and it looks like we're still waiting on resolution from your bank as to the status of your dispute on the charge. As of this time, we have not received any further information about the dispute from you or your financial institution.

  Please let me know if there's anything we can do to assist with or expedite this process, but we're essentially in a holding pattern until the dispute is resolved.

• Initial Complaint

  Date:11/02/2022

  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.

  They installed a water heater in my home and the water gets too hot now when we turn it on, they also have not given us our receipt. No follow up.

  

  Business Response

  Date: 11/03/2022

  Mr. ****,

  We hope the adjustment made to your water heater's temperature setting will now suit your preference better!
  Your invoice was emailed to Cynthia's email address on 11/2/22. Please let us know if we also need to mail it.

  Don't hesitate to reach back out if you need us!

  Eva R****
  

   

  Customer Answer

  Date: 11/14/2022

  11.7.2022 BBB received phone message from consumer stating business resolved his complaint.

• Initial Complaint

  Date:10/27/2022

  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.

  Called them out because I was getting soapy washing machine water in air duct's, found this out because I went to get my air ducts cleaned. Guy comes out form Eco and looks and see's the water get's on roof and sends camera down and says he has found the problem. Sends us a picture of the bad pipe (no date on pic) and a quote to fix the pipe for 13,000. We needed it fixed right away because we had a new grand child moving in with us. They said 2 days ended up being week and half and front yard destroyed. fast forward 4 months and heard a rumbling sound coming front the air duct grab my shop vac and sucked up 20 gallons of soapy washing machine water. Called Eco and the next day some came out and looked around and he thinks its the pipe next to the washer but he didn't have a camera small enough to look. So we wait another day or so another guy comes out and send a camera down the pipe by the washer and it shows a collapse pipe. So we get another quote for 3,000. So I tell them to fix it. Quote was for 2 days, another week and half it took them but the problem is finely fix no more soapy water. They send me the bill for the 3,000 and I tell them it should fall under the warranty workmanship of the first job because they either misdiagnosed or did not fix it right the first time and since the second job that actually fixed the problem they should give me a refund on the first job since it was 13,000 not 3,000. They sent me a letter say the cant get ahold of me so when I try getting a hold of the all I get is put on hold and listen to music.

  Customer Answer

  Date: 11/10/2022

  11/8/2022 BBB received a phone message from consumer stating business resolved his complaint to his satisfaction.

• Initial Complaint

  Date:10/26/2022

  Type:Billing 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 originally made an appt to have my toilet fixed. When I made the appointment I was told there would not be a charge per a plan I had thru the company. The company came out, spoke to someone other than the home owner, how had an iPad and needed a signature to do the work. At no point in time was the price shown on the screen or was verbally discussed. After the work was done, they issued a bill for almost $400 dollars. I have tried to resolve this however I can not actually speak to anyone other than employees working at a call center.

  

  Business Response

  Date: 11/02/2022

  Dear *** *****,
  
  Thank you for your patience. In addressing your concerns and in fairness to our team, a thorough review of the service documents and recorded calls held in our operating system was performed. As an accredited BBB business with an A+ rating since 2007, we uphold the important pillar of building trust with our customers. The Eco Plumbers is always open to receiving feedback and finding ways to improve the customer experience and processes to avoid miscommunications. Important to note are these points:
  
  ·      ****** had been present at prior appointments and the estimate/invoice on the iPad has been a standard part of all service appointments. The estimate and invoice was also emailed to the two provided email addresses by your technician at the appointment. Was your technician asked to explain further, if there were questions? We certainly will take your criticism to heart if the price was not verbalized, and we will make sure our technicians take care in the future to help customers that may not be as familiar with an iPad and how to scroll to view. Our technicians welcome the back and forth conversation that takes place at the appointment.
  
  ·      A recorded call confirms that we had received verbal permission from you that ****** would be present at the plumbing appointment on 10/26/22 and she would be your authorized party for approving work. We price by the job from a locked price book and if the technician takes longer than expected, the price will not change.
  
  
  ·      ****** approved the $378 estimate (with signature), approved the $378 invoice (with signature), made payment on your behalf via check #1623. Your service care plan membership paid for by ******, provided a $42 discounted member price for the toilet service. Some customers arrange a quick consultation between homeowner who is at work, and their authorized party at the appointment, before signing. Or some gather estimates and then make their decision on which company to work with after reviewing, and then schedule service. We are happy to work in whatever way is best for each homeowner.
  
  ·      Additionally, from a recorded call, it was confirmed that we only stated that the HVAC tune-up appointment scheduled for later in the morning, would be at no charge, since it is covered by the service care plan membership. (Since then, your service care plan membership was requested to be cancelled.)
  
  ·      After the 10/26 appointments, you made us aware of your price concern for the plumbing service. You requested not to speak with our Care Team that is specifically dedicated to working back and forth to solve customer issues. Instead, you requested that a manager call you back. It was determined that your technician’s manager, who is also a plumber, would be the best point of contact. He called within the hour to discuss your concerns and explain our pricing structure.
  
  Our company’s #1 Core Value is “Without helping people, we do not exist”. In earlier appointment job notes, our customer service team had noted how nice ****** was and “to take good care of her”. We are a company that works hard to build a trusting relationship with the families we serve. We stayed true to our service system that includes upfront pricing, getting approval, and then performing quality workmanship. The Eco Plumbers proceeded in good faith to deliver 5-star, guaranteed home plumbing service. When a homeowner does not see all the steps of the service, it can be hard to understand the work put in and the value. The removal and replacement of a toilet can be as many as 15 steps requiring care to ensure there is no water damage from removing all the water from tank, the bowl and disconnection of the supply line; ensuring no damage to the toilet equipment occurs from unbolting and moving this heavy unit; making sure no surface damage to the floor occurs from the removal/replacement; ensuring there is and will be no water damage to the floor/subfloor when re-seating the toilet; ensuring the toilet is firm, level and safe.
  
  I hope that you can understand that we are not able to charge handyman prices, especially in this inflationary period, since we do things per code, must pay for trucks, fuel, materials, warranties, etc., and the team of people beyond the technician that serves each of our customers. It’s our goal to be the “go-to” home service company for a long time to help each customer protect their largest investment—their home. You can learn more about other ways we help through our commitment to teaching the plumbing trade and giving back to the communities we serve by visiting ecoplumbers.com.
  
  It does appear that you unsubscribed from our monthly emails where we always include a “$39 off any service” gift card. The Eco Plumbers agrees to extend this additional savings in the form of an even $40 refund that can be sent via check to your home address. Please let us know if this resolution is satisfactory.
  
  Sincerely,
  
  Eva R****
  

  Customer Answer

  Date: 11/03/2022

  I am rejecting this response because: There was never verbal permission given, not only was it not given , it is not possible for it to be given because I was scrubbed in surgery on the day in question, which I have several Drs statements stating just that. After my own further investigation after viewing a copy of the check, that was written on my bank account, that is not my signature authorizing any form of payment, which I can also verify through my bank, which has my signature on file.
  
  
  
  Regards,
  
  
  
  *** *****

  

  Business Response

  Date: 11/07/2022

  Dear *** *****,
  
  The homeowner authorization granting us permission to work with ****** at the property is attached (recorded call). To correct when this was added to your service records, it was on 8/30/22 in conjunction with earlier services being requested that ****** was going to be the person who would be at home to meet the technician.
  
  As a pay upon completion home service company, our technician accepted the signed check in good faith as payment for the services rendered.
  
  Please let us know how you would like to proceed.
  
  Sincerely,
  
  Eva R****