Complaints

This profile includes complaints for Edward Hughes & Sons, Incorporated's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Edward Hughes & Sons, Incorporated

  2240 Cedar St Unit 1 Phila, PA 19125-2951

• 

  Edward Hughes & Sons, Incorporated

  PO Box 29398 Philadelphia, PA 19125-0398

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:02/21/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Edward Hughes came out on December 16 , 2023 to bleed the radiator it was hot so he came back on December 17. 2023 to bleed the radiator no heat was coming out the valve was in the 2nd floor closet bedroom that was just renovated in November along with the next bedroom wall the pipe started leaking the plumber left said he had to go to the lady house came back around 5 hours later water still running he accidentally cut into the closet wall and the next bedroom wall that I just had done in November, 2023. Edward orginal price was $1,350.00 I settled for $1,200.00 un be knowing that after I told him to send out my contract in the contract it is stating that $750.00 was the repair of the closet which was a lie they never touched the closet or my brand new wall that was damaged I have been calling and calling excuses, now when I call no response. I only called them because I used to use them back in the 80's I guess when the father was in charged, I'm looking for a refund for my closet and bedroom wall my house is a total mess from this water that I have to pay for Edward is responsible for the closet and wall that was damaged from his company. I have to pay again out of pocket for the closet and wall. I do have pictures not sure how to submit them on this page. I just want **************************** to pay for the damaged that they created. I thank you so much.Sincerely *************************

• Initial Complaint

  Date:06/15/2023

  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.

  Company was contacted to provide estimate for plumbing work at **** ** ******* ** Phila Pa. 1st estimate ($780.00) provided (5/18/23) with work to be done on the following day. Company requested a deposit. Deposit provided in the amount of $340.00 at 8:00 am on 5/19/23 via telephone. Workers arrived shortly on 5/19/23 advising that they could not complete the work that was estimated. Another estimate was provided in the amount of $2750.00. Workers advised that they could not complete the work on 5/19/23 and that I would be charged $150.00 service fee. I was never advised during any telephone conversation or face to face conversation that there would be a $150.00 service fee. I chose not to use this company as I felt there would be another estimate higher than the 2nd one. I attempted to dispute the $150.00 with my bank but was unable to do so as the charge was pending. I am requesting that the company refund me the $150.00.

  Business Response

  Date: 06/16/2023

  The customer called for an initial estimate. In an effort to save the customer money ********************************************* ** offered an estimate to replace the bath trap and waste and overflow. Unfortunately, in the process of doing said job we found the lead drain line was defective and had a hole in it further down the line. The hole in lead line was only visible once bath trap was cut out and removed. Apparently, the bathroom had not been used for many years as customer was dealing with an estate. If the customer would have mentioned the length of time the bathroom was not used, Hughes plumbing may have, based on experience, provided quote to replace entire drain line at original estimate. Hughes plumbing installed waste and overflow. Hughes plumbing gave an additional estimate to replace lead drain line (to reiterate only able to see hole in line once old trap was cut out and removed.)However, the customer gave approval to replace the drain line, customer then called and canceled, customer also then had another unlicensed plumber perform work at a lesser cost, no permit was gotten for the work as that is easily verified on Philadelphia  L&I website. Customer was refunded all cost with exception of $150.00 for time spent and waste and overflow, I will attach those credit card receipts below. She gave us a credit card deposit of half of $780 (original estimate) which was $390.. once she canceled we refunded her $240.00 with the exception of our service fee for time spent and the waste and over flow cost. 

  Customer Answer

  Date: 06/21/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  This company never stated that there would be a service fee to come out and give an estimate. I was only told about this after the 3rd visit when I was given another estimate. The customer should not be liable for the company not ascertaining the problem at the first visit and the company should provide the customer with services fees upfront. I was able to get the work completed by another Certified Plumber after their initial visit.
  
  Regards,
  
  *******************
  

  Business Response

  Date: 06/22/2023

  Again, The customer called for an initial estimate. In an effort to SAVE the CUSTOMER money ********************************************* ** OFFERED an estimate to replace the bath trap and waste and overflow. Unfortunately, in the process of doing said job we found the lead drain line was defective and had a hole in it FURTHER down the line. The hole in lead line was only visible once bath trap was cut out and removed. Apparently, the bathroom had not been used for many years as customer was dealing with an estate. IF the customer would have mentioned the length of time the bathroom was not used, Hughes plumbing may have, based on experience, provided a quote to replace the entire drain line at the original estimate. Hughes plumbing installed waste and overflow. Hughes plumbing gave an additional estimate to replace lead drain line (to reiterate the hole in the line was only visible once the old trap was cut out and removed.) However, even though the customer gave approval to replace the drain line after receiving the additional estimate, customer then called and canceled, customer also then had another, UNLICENSED, plumber perform work at a lesser cost, no permit was gotten for the work as that is easily verified on Philadelphia  L&I website. Customer was refunded all cost with exception of $150.00 for time spent and cost of material used in her home, waste and overflow. I will attach those credit card receipts below.
  

  Customer Answer

  Date: 06/23/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  My complaint to the BBB is with regards to the Edward Hughes company not stating during the initial conversation that there would be a Service Charge of $150.00. I would not have had them come out to the house if I had been informed of the $150.00. You Did Not Inform me until After I Had Given You A Deposit that you were going to keep the $150.00.  To Be Clear the work was ultimately completed by a Certified Master Plumber (which was required by FHA) and I never stated what this plumber charged. As to the Edward Hughes Company suggesting that I did not inform them that the property had been vacant for a period of time, I did not have this information.  Do The Right Thing and return my $150.00.
  
  Regards,
  
  *******************
  

  Business Response

  Date: 06/26/2023

  I Have responded to this incident twice already and have added attachments to prove ************ was refunded for her deposit. We only charged for the material and labor that was already done in the bathroom since ************ was going to cancel and move forward with another unlicensed plumber to complete the unfinished job.