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:09/10/2024

  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.

  I had Williams Plumbing out in February due to running toliet. Tech replaced fill valve, and flapper. Toliet was flushing normal. In July, when flushing toliet a loud noise developed when flushing. Called Williams plumbing back out. They sent the same technician. He seemed to have a bit of an attitude, as my neighbor confirmed this as they were outside when tech stepped out of his vehicle. Ignored his attitude let him in, flushed toliet. Tech proceeded to tell me that the loud noise I heard was "normal". I told him this it is not normal we have never had a toliet when we flushing making this noise. He said it was coming from the fill valve. I asked him if he could fix this as this toliet has been working fine for years, until he replaced fill valve. He stated that when you remove these and try to clean them out, they do not work properly? He then proceeded to "fix this " by turning the water pressure down so you do not hear the loud noise from the fill valve. He then left. The noise returned in August. I do not feel like the proper steps were taken initially to solve this problem with the "new" fill valve. I have called Williams plumbing about 6 times since August to tell them this issue. All of their calls are recorded. I never felt like the Technicians fix was really the fix the toliet needs. To add more stress to this customer experience, is the response I am getting from them. ***** when I called stated they can send someone out for another service fee, and go from there. I advised her that I did not really think this was fair, as the problem is being caused by the part they replaced. So if they come out, charge me again, am I supposed to feel comfortable with them replacing a part that was just replaced by them? What quality of the fill valve was it? She stated 2 weeks ago that she would have to turn over to management so they can review. I said great when will they get back to me? She said I have no idea. Called today still no idea.

  

  Business Response

  Date: 09/13/2024

  **** is correct that we were out in February to address an issue she was having with her toilet. In his first visit, after assessing the problem he provided five different estimates for work that could be done and she elected to replace the fill valve. However, our technician stated in his invoice that he highly recommended replacing that toilet. When we received a second call from **** in July that the problem was re-occurring, our technician went back out at no charge, even though it was well past our warranty date for the work done. The technician discovered that their were no problems with the new fill valve but that the sound was due to the high pressure going through the valve so he adjusted that. He also specifically noted on his ticket that the customer would be charged the next time we come out to do work or do a diagnosis, which is exactly what our customer ********************** **** ***** advised her the next time **** called to have someone come out to fix the issue again. In the call our manager finally had with ****, we apologized for and explained the delayed management response. We also apologized for the attitude of our technician and promised to address that with him. **** was also reassured that we purchase our supplies from a reputable plumbing supply house, so the fill valve part should be of high quality. The only resolution the customer stated was acceptable was for us to come out again for free to fix the problem, so we were unable to resolve this issue successfully.

  Customer Answer

  Date: 09/22/2024

  I am rejecting this response because:   This is not what happened. I have been very specific. The first time Williams Plumbing was called out in February I am not questioning.  The toliet was running AFTER it was flushed.  This problem is not what happened in July. What I called about in July was different.  When flushing now it is not running, however making this very loud noise when filling....that the toliet has never made before.  I told the tech when he was hear, after we flushed it, and both heard the noise.  What he said 1.  "Thats normal" - I told him No, that is not normal for this toliet Then I said that we had done research, and lifted the tank cover you could clearly hear it was coming from the Valve (the new part he replaced in February ) to that he replied "Well I can take that out and try to adjust/clean it however sometimes that does not work".....of course I am not to pleased with either of his 2 responses.  Then I said this is not normal for this toliet, that is when he said he would adjust the water pressure.  He did this once, and I said, that is still to loud, you could hear it after it flushed throughout the entire home.  So, he adjusted it again.  He left and then a month later it is doing the same thing  This is why this customer experience has not been good.  Clearly speaking to whoever I spoke to actually 2 customer ********************** ***** did not have what happened correct 

   

  

  Business Response

  Date: 09/24/2024

  While we hate to hear that **** still feels the issue is unresolved, we believe we have done what we can to offer a resolution. To reiterate, in the initial call our technician provided multiple options to repair the toilet and specifically stated that he "highly recommends replacing the toilet". At that time **** opted to just replace the fill valve. Our tech went back out again at no charge to address ****** concern about the noise and at that time stated that there "will be a charge the next time we come out to do any work or diagnosis". Hence, when **** called again we offered to come back out, but advised there would be a service charge, which she refused. She also still has the option to accept any of the other recommended work via the estimates that were originally provided. We have done our best to set clear expectations with **** as to what we can offer, but since the work is out of our normal warranty period, we are not willing to come out again at no charge to make additional repairs.

  

  Business Response

  Date: 09/24/2024

  Business

  Most Recent Message

  Date Sent: 9/24/2024 10:39:18 AM
  While we hate to hear that **** still feels the issue is unresolved, we believe we have done what we can to offer a resolution. To reiterate, in the initial call our technician provided multiple options to repair the toilet and specifically stated that he "highly recommends replacing the toilet". At that time **** opted to just replace the fill valve. Our tech went back out again at no charge to address ****** concern about the noise and at that time stated that there "will be a charge the next time we come out to do any work or diagnosis". Hence, when **** called again we offered to come back out, but advised there would be a service charge, which she refused. She also still has the option to accept any of the other recommended work via the estimates that were originally provided. We have done our best to set clear expectations with **** as to what we can offer, but since the work is out of our normal warranty period, we are not willing to come out again at no charge to make additional repairs.

  Customer Answer

  Date: 09/26/2024

  I am rejecting this response because:   Again, the technician did not "strongly suggest replacing my toliet" . I feel like Williams Plumbing is using this as an excuse to get past what I have stated in preivous comments.  He stated the noise was coming from the VALVE.  And, if he replaced the valve" sometimes that will take care of it and sometimes it wont". This is why we wrote the BBB in the first place.  Please Williams Plumbing, address the concerns correctly.  Thank you.

• Initial Complaint

  Date:07/29/2024

  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.

  Please refer to earlier review. To recap AGAIN. I had Williams plumbing come out due to a water line break in my basement. I also had a gas leak detected by ONG. I had my lines tested and agreed upon repair of both gas and water lines as follows. Gas would be supplied to stove, hot water heater, drier, and living room heater. In fact gas is supplied to hot water tank which does not work and the stove which is not turned on. The gas line to the floor furnace was fixed. The floor furnace is not in use it is an original ***************** floor furnace and cannot be used. There is no gas to the drier or to the heater in the living room. As for the water....I have water supply to my outside faucet period. I have had them come out and was told I needed new fixtures. All fixtures worked prior to the repair. The line that was fixed could have been done at a later time. I asked if they were going to back flush the lines due to having galvanized pipes. The technician had no idea what I was talking about. I feel he worked his allotted time and left. leaving me without a running toilet or faucet in bathroom and kitchen. He said that he thought that pipe supplied the bathroom but apparently old houses are plumbed differently. The house is almost a 100 years old but as a plumber you should know what you are working on. I am still without water . I made a complaint with the company and was given a ****** estimate to fix what was wrong. I am wanting to have completed the work I agreed to and paid for. I physically could not go down in the basement to look at what they were doing and trusted them to do what was agreed on. I live alone and depend on people being trustworthy. I spent almost $6000 and have no more than before the "fixed" everything.

  

  Business Response

  Date: 08/15/2024

  We spoke with ******* and sent tech back out to check our work. The estimate states that we will repair the broken water line and give estimates for any other repairs needed. We repaired the broken line that feeds the outside faucet. When we turned the water on there were multiple other leaks. We talked with ******* and gave her an estimate for the other repairs needed but she declined the work. She said she just wants her water on. We told her we could cap the leaking lines at no other charge and she agreed. Also, on the estimate it says since she has galvanized lines it will stop up her faucets and there will be additional charges to clean faucets. She declined that also. The repipe estimate she declined would fix all these problems.
  
   
  
  The gas is the same situation. She wanted the gas on but did not accept the repipe estimate. So we capped the leaking lines which she wanted us to do so it would pass the city inspection. To repair all the leaking gas lines would cost more than the gas repipe. ******* was happy the day of the work because we were able to get the water and gas on at no other charge. We tried to do all the work she is calling in about the day we were there but she declined all of it.
  
   
  
   
  
  *******************************
  Call Center Manager

• Initial Complaint

  Date:04/16/2024

  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.

  This relates to issues with water intrusion following the installation of a new water main line Williams installed in our home in January 2022. Williams failed to seal the entry point of the line into our home, which ultimately allowed water to enter through the *** pipe in which the water line sits. Water would only enter the home during or shortly after a heavy rain through the unsealed pipe and onto the floor of a basement closet where the line entry is found. This was not discovered until late 2023. After discovering the water, we contacted Williams to send someone out due to the water coming from the site of its previous work. Despite their negligence, Williams would not waive the service fee nor come out immediately. We contacted ****** Plumbing, and on September 25th, ****** examined the water line entry point and saw that it was not properly sealed. Due to the dirt stains on the wall, it was surmised that the *** pipe was not sealed on the side of the line. On September 26th, ****** dug down to the water service line and confirmed that the line was not sealed on either side. Thus, groundwater was entering the pipe, traveling down the line and then entering our home. ****** sealed both sides of the water line, as should have been done originally, for a cost of $250. We properly mitigated our damages by ensuring there would be no further water intrusion.We have incurred costs to repair and complete the job that was not performed properly in January 2022. Williams has not addressed our complaint and instead relies on a 90 day warranty. Oklahoma has a 2 year statute of limitations on negligent work that is not altered by a company having a shorter warranty. The failure to seal the line was negligent and resulted in damage to our property and the expense of having their earlier work corrected.

  

  Business Response

  Date: 04/25/2024

  We at Williams Plumbing take our customer satisfaction very serious. We have looked into this situation and found that all work was done to International Plumbing safety standards and was inspected by a city inspector and that inspection passed. All work was performed as should have been done and pictures sent by customer shows line was sealed while it was leaking. Williams Plumbing warranties their work for 90 days. However we have been out to this property many time between the date of January 2022 and September 2023 and nothing was ever mention or brought up about any leak. Unfortunately if the seal had failed it was after the well after the warranty period. We are very sorry that you had this problem but it was well out of the warranty period and was done properly. 

  Customer Answer

  Date: 05/13/2024

  The automated message notifying me of a response was delivered into spam and I did not see it within the 10 days. Please note, if possible, that I was not satisfied with the business' response. The response of the business is factually inaccurate as we did contact Williams in September 2023 when the leak was discovered. Further, the line was not sealed, particularly on the exterior side, which allowed the water to enter the home. This was confirmed when a new plumbing service dug down to the line and noted the absence of sealing around the line's entry point into the *** pipe and home. Photographs of this were previously provided to the business. 

  It is unfortunate that Williams chooses to rely on its claimed 90 day warranty when the work was buried underground such that the lack of sealing could not be discovered until water entered the living spaces and after the damage was done. 

• Initial Complaint

  Date:01/17/2024

  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.

  I paid for them to come out for a backed up drain..they charged me $160 but the issue was not resolved when the technician left. They called me to ask if I was satisfied with the service I said no. I explained that the problem was not resolved. They told me to pay an additional $89 for a tech to come back out. Poor customer satisfaction. They stole my money and the issue was not resolved.

  

  Business Response

  Date: 01/18/2024

  We hate to hear this customer is still experiencing a problem with her drain. Our drain technician went out on November 29. At the time he completed the job that day, he noted that he had pulled roots and wipes out of the line but that it was unclogged. He did not warranty the line due to pulling back roots. He did recommend a camera be run to determine the full scope of what was going on in the line so we could present a more permanent solution. However, the customer declined at that time.

  We did not hear anything back from the customer until December 8 when we reached back out to her to confirm everything was working well. That was the first time we heard the line was still backed up. We explained to her why we wouldn't come back out for free (under the warranty) but that we were willing to come back out under a new service charge which she declined. She also disputed that our tech had pulled back roots and wipes (which we have pictures of) and insisted he never mentioned a camera. 

  We certainly understand the frustration of having a line back up again so soon, but since she disputed our findings and declined the options we gave her, there was nothing more we could do.

• Initial Complaint

  Date:02/13/2023

  Type:Customer Service 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 requested service to fix a shower faucet. The plumber essentially fixed the issue, but the handles are so ridiculously tight, I cannot turn the water on or off. For days I have attempted to reach management to rectify this issue, but they are refusing to take my calls or call me back.
  

  

  Business Response

  Date: 02/23/2023

  Business Response /* (1000, 5, 2023/02/14) */
  Our tech was first out to make a repair on Feb 7. Mr **** did make multiple calls to our office. Even though our management wasn't available that week, he was advised the work was under warranty and that we would be happy to send our tech back out at no charge. Initially he refused, but eventually agreed and our tech went back out Feb 10. One of our managers did call on Feb 13 to speak with Mr. **** and he said everything was now resolved.
  
  
  Consumer Response /* (2000, 8, 2023/02/15) */
  Hello Paula,
  
  I would like to withdraw my complaint. The matter with Williams plumbing has been sufficiently resolved at this time.
  
  ***** ****

• Initial Complaint

  Date:10/06/2022

  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.

  On or around September 30, 2021, I sought plumbing services through Williams Plumbing for the installation of a kitchen sink and garbage disposal. At the time the service event concluded, it appeared that all installations were appropriate and that all pipes, hoses, and valves that the plumber worked on as a consequence of installing the appliances were in good working order.
  
  On October 4, 2022, I noticed that water was profusely leaking under my kitchen sink. In inspecting the problem, I noticed that two pipes broke away from one another which are supposed to be adjoined.
  
  In taking steps to remediate the problem myself, I immediately contacted a family friend who is a plumber, who ultimately diagnosed the problem as two pipes that were never adjoined using any form of adjoining apparatus.
  
  In learning this, I contacted Williams Plumbing to advise them of the faulty sink and garbage disposal installation. I made clear to Williams that it was not an issue of normal wear-and-tear, but rather, a problem of negligent craftsmanship at the time the installations took place on September 30, 2021.
  
  In sum of my discussions with Williams, Williams refused to assess the issue without charging a "trip visit" fee and costs for parts. Williams further refused to accept fault for the issue they caused. Therefore, Williams constructively and directly refuses to engage my consumer complaint in good faith. Given that Williams refuses to honor certain guarantees and warranties made to me for consideration given and those backed by applicable law, I am requesting a refund for all or part of the costs associated with the installation of the kitchen sink and garbage disposal.
  

  

  Business Response

  Date: 01/04/2023

  Business Response /* (1000, 5, 2022/10/12) */
  Per our phone discussion with Mr. ******, Williams does warranty our work, but not for the length of time which passed between when we were out in September 2021 and when we were notified of the issue in October 2022. If work was done incorrectly, we expect it to become noticeable sooner than that. We cannot be responsible for plumbing issues that are over a year old because so much else can happen to cause a problem in that length of time. We did offer to come out and inspect the sink and disposal for any additional repair, but we do have to charge for that service and Mr. ****** declined.