ComplaintsforHolt Plumbing Company, LLC

• Initial Complaint

  09/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The first plumber came and while he did fix the first two items, his solution to bring hot water to my tankless was to simply turn up the heat from 120 to 130, charged $334 for this visit. I take a shower and again 5 min in, cold water. Called **** and let them know, they then sent a guy who flushed my system and said this was the fix, as soon as he left I take yet another COLD shower! Called **** back and let them know so they sent these two guys out, one clearly was trying to learn on the job as he did nothing and did not know the answer to my questions and referred to the guy who was actually doing the work of switching out the ignition pins that I had ordered (the second plumber asked me to order parts because **** does not carry them, so 3 weeks later these parts finally arrive). **** then send me a bill for $580 ! upon inspection of their ridiculous bill they tried to change me for the two plumbers even thought the one did not even touch anything during the job, sure learn on the job but to charge the customer is wrong. I called them and they took the absurd overcharge off and I then paid the bill of $259 because they did flush my system and added the pins. I still have a cold shower!!!! So they send out the guy that asked me to order the parts in the first place to see if the last one did things correctly, he says they have, he runs all the water in my place for 1/2 hour and says everything is hot. I take a shower, guess what yep cold again!!!!! Then they send me the bill again for $580!!!!! I spoke to the mgr who's last name is **** and told I have no intention paying an additional $580 when all the guy did was take the cover off my tankless and informed the flame goes on so it works and then proceed to try and rip me off a third time. He said it was hot when his plumber left so I owe him, to which I informed him that no it does not, I have COLD water. He then says well I can send another guy out to see the problem but its going to cost you more.

  

  Business response

  09/12/2022

  Business Response /* (1000, 5, 2022/09/06) */ Ms. *******, the information you have provided is incorrect. I have attempted multiple times by phone and email to help you understand this situation and what you owe. Invoice 261012 is the bill for $580 you are referring to. This detailed and dated invoice is for our first two trips to your home, where work was performed on both trips. The only bill you have paid is for our third trip to your property, 262883, to investigate your claims that your water only stays hot in your master shower for 5 minutes. As you know, while our technicians were onsite, this was not the case. We have time stamped photos with our technicians thermometer showing that you had hot water to every fixture in your home for over 30 minutes. If this had not been the case after the work was performed, of course you would not have been charged for this trip. Once again, the only trip you have paid for is for our trip to the site to investigate your claims that the work we had done previously was faulty. We were able to disprove your claims and the $580 bill still stands for the work that was performed on two separate trips prior to the third trip you have paid for. Furthermore, we did not receive any complaints from you in regards to the temperature of your shower and the work we performed until you received your bill for the first two trips. I have worked to resolve this issue with you on multiple occasions. I have explained that you are not correct about the charges or what trips to your home you have paid for. I have offered to send another tech to your home for you to attempt to display that your shower is only hot for 5 minutes. You state this happens everytime you take a shower, it should be easy to display the lack of hot water to our technician while they are on site. You have refused to have another technician come to your home and you have refused to send me photos or videos with a thermometer proving your lack of hot water that we have yet to experience while on site since the work was performed. There is nothing left for us to do for you. Your bill for the work performed still stands. **********

• Initial Complaint

  06/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired **** Plumbing to unclog a sink and a toilet for a tenant. After repairs were done, the tenant used the toilet once with no paper and didn't notice anything (wasn't really looking). The tenant used the toilet again using toilet paper and the toilet was still clogged. I called them and let them know and they said they do not guarantee their work and I would have to pay a minimum of an additional $169 to have them come back out. Outrageous!

  

  Business response

  07/05/2022

  Business Response /* (1000, 5, 2022/06/28) */ We were called out for the kitchen sink, dishwasher and toilet backing up. The kitchen p trap was full of grease. We were able to solve this problem and auger the toilet for our 1 hour minimum charge. We have before and after pictures of the the drain and toilet flushing properly before we left site. We also have a signed ticket that the work was completed. We have been in contact with Ms. ********* and explained our policy. She was sent this email: "Hey *****, you have been a customer for years. I am sorry you feel that way! Unfortunately this is our policy when it comes to all clogs. If our tech had done something wrong, we certainly would not charge you. When it comes to clogs and all of our work our techs take photos or videos to verify we have fixed the issue. Due to the nature of drains or clogs, we cannot warranty this work. We are not responsible for what gets flushed down the toilet/drains or the condition/age of the pipes. This particular issue sounds like something solid may be lodged in the drain. I am sorry you are unhappy and I hope the issue is now resolved." It was our understanding she had another company resolve the issue, but she is requesting the job be completed now. If she would like us to auger the toilet again, I will send someone to do that without charge, but it the toilet needs to be pulled or further work done, there will be a charge. We cannot cover pulling the toilet and whatever else may be needed when we have already cleared the kitchen drain and the toilet for a 1 hour minimum.

• Initial Complaint

  02/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Called **** Plumbing LLC to address 3 routine issues. **** did not address any of the problem, caused damage to my property instead, and then sent me a bill. **** sent an inexperienced plumber to try fulfill a job we scheduled well in advance: a spigot that's tricky to shut off because of a worn $0.01 rubber ring, a toilet that runs randomly and a laundry line valve that's shut closed. The plumber showed up without the routine plumbing tools needed. He left to get tools and supplies. Shortly after he came back, he got a redispatch call from his supervisor to another job. He made a random decision (without our permission or knowledge) to just cut off the outside spigot and the adjoining pipe inside the crawlspace. Meanwhile the spigot was not actively leaking because we had shut off the control inside the house. He didn't tell us about the cut, which we noticed 2 days later when we had a major pest intrusion through the hole where he strangely cutoff the spigot and pipe. Also, since he detached the line from the wall/hole and didn't support the remaining attached pipe, leaving about 10ft of now unsupported pipe dangling, the pressure cracked the line joint, causing water to leak into the crawlspace from the compromised joint. I called **** plumbing and spoke with a lady who was reasonable and showed professionalism. She forwarded me to their owner who weirdly defended the unauthorized work and the damage caused, offered no apologies, and hung up twice. The plumber never saw the toilet, yet that too was included on the bill to justify the bogus bill. **** falsely claimed being at the house for 1.5 hours - plumber left the house twice: once went to get tools he forgot and, the second time, he got dispatched out to another job, abandoning the job and never came back. We have spent ~$1200 undoing ****'s damage over issue that started as needing $0.01 rubber ring replacement.

  

  Business response

  02/24/2022

  Business Response /* (1000, 5, 2022/02/24) */ This complaint is not presenting the situation in a way that lines up with our records. The work was performed on January 6. This was the day a one of the largest snow storms Nashville has ever experienced. We were not able to get to many places and most businesses and supply stores were closed. We had to do what we could to make sites safe and come back in better conditions to complete work with materials needed. Most businesses would not try to come at all. The customer was communicated with about what we were doing and was aware of the entire situation. We have attempted to deal with the customer on the phone, but he only wants to yell and call names. The pest intrusion he has tried to get us to pay for is a snake that he claims crawled in. We have asked for the invoice from the pest removal company and he has not produced it. I have yet to know of a snake that is moving around outside in snow and freezing temperatures. Cold blooded creatures cannot do this. There is no charge for work on a toilet, we did not have access to the living area to repair the toilet. Attempts to contact to return and complete the work were not answered. He said we were contacting the wrong person, but we have to use contact information given to us. The leaking hydrant was capped off to prevent the customer from having a bad ice situation in the below freezing temperatures. There was no complaint made to the office until we contacted him trying to collect payment. We went out on a day that was at best risky to be traveling to prevent ice issues. We should be paid for our time and labor. In order to resolve this issue, I am willing to take 30 minutes of the billed time off of this invoice and charge our 1 hour minimum charge for the labor. Consumer Response /* (3000, 7, 2022/02/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) Well, because you're relying on your falsified records while ignoring obvious facts. Beyond speechless that a business would engage in mischaracterization and made up stories, just to justify bogus invoice and distract from the baseless damage resulting from inexperience. Facts remain: Snow is not an excuse for dishonest service. Contrary to ****'s claim, I did not call on a snow day; it was a maintenance scheduled well in advance, and for which **** showed up unprepared and could have rescheduled if snow was a challenge to honest work. **** company sent out an inexperienced plumber new to the company who ignored the actual repairs needed and (without my knowledge or authorization) cut off a functioning pipe and line supports from inside the crawlspace - left a hole in the wall, left the rest of the line dangling and fracturing adjacent joints and compromising the crawlspace. I found out days later. Contrary to ****'s false claim in the response, I let ****'s office schedule a return visit to address their mess, but **** never showed up for the revisit. Instead of admitting it was another fail, **** lied in his response, falsely claiming that I declined the office's call to reschedule. I did not ask **** to refund me for the repairs done behind him or for any pest control. **** sadly made that up too. ****'s office staff admitted billing error but the owner hopped on the phone to rant, just like he did in his response here. He keeps mistaking me for another customer that likely hurt his feelings. I have decency, and never engaged in name calling with **** LLC during any call. I see why his demeanor might have subjected him to name calling by most customers in such encounter. **** admitted that the plumber did not show up with the tool or supplies needed to do the job. Why should I be defrauded to paying for non-performance? Just because it snowed in TN? My suggested resolution remains that I reject the effort to be defrauded by ****. And seeking BBB's assistance in protecting me from ****'s unfair billing practice. I ask that the bogus invoice (attached) be voided - the services **** itemized on the invoice were not provided; instead, costly damage resulted from the plumber's unauthorized experimentation. The plumber didn't even tell me he had experimented. He told me he had to leave because he had been dispatched to 2 other properties. I found the damage days later. Also, I'm asking **** to stop the mischaracterizations. Business Response /* (4000, 11, 2022/03/31) */ I don't know what else to say. We have offered to only charge a 1 hour minimum and you have refused that offer. Business Response /* (4000, 21, 2022/04/15) */ We will void this invoice. Business Response /* (4000, 21, 2022/04/15) */ We will void this invoice. Consumer Response /* (2010, 27, 2022/04/29) */ Thank you, Ms *****. I saw the notification late so I didn't get to respond during the allowable window. Glad to see Holt void the invoice. I accept Holt's decision to void the invoice. Thanks.

• Initial Complaint

  01/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 1/18/2022 I call Holt Plumbing to clean out a mainline sewer. They said that they could come out and clean my mainline out, However the plumber came out and when to the basement. He started hitting pipes and cussing out loud for about 10 mins. I when downstairs and ask what was wrong, he said "nothing" I said I was concern and I was not going to come at first but decide to. He stated that was a good idea not to come earlier because he was just angry, but he would be ok. Finally, after two hours the plumber came back upstairs and said he could not fix the problem because he did not have a line long enough to clean out my mainline plumbing and he was sorry. He stated Holt lines only cleans out to 80 feet and my mainline was 100 feet. I said why were you down in the basement so long if you could only clean 80 feet and knew it was over that after extending your line. He said he was just trying to clean what he could. I told him I don't think I should be charge for this full service. He said take it up with Holt management. I also told him if you look up you have put a hole in the ceiling on top of this nonsense charge. He said sorry and walk out the door and sit in his truck for about 10 mins and came back and pull my screen door hard, that was locked, and my glass fall out. I was able to put it back in. He charged me 246.00. I gave him the money after I when to the bank around the block where I lived. But my complaint is he knew he had a 80 foot line but my plumbing line was 100 feet but he decide to clean if for 80 instead of a hundred. I would like to have half my money back at least if not all, because services were not carried out, plus a hole in my ceiling and a broken door that was fixed. Also, the date on the invoice he wrote up was incorrect. If stated 1/12/2022 and services were on 1/19/22. I called for manger twice. He never returned my calls

  

  Business response

  01/27/2022

  Business Response /* (1000, 5, 2022/01/26) */ I am investigating this complaint with the tech who was onsite. In the meantime, I will send a refund check. This is not the type behavior or service that we expect from our techs. Please be sure it will be addressed. When you called on Saturday, our manager was not available but he did try to call back and was unable to reach you. Your refund will go out in the mail today. Consumer Response /* (2000, 8, 2022/01/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) I do appreciate the refund from Holt. This means a lot to me. And I do see they act on there complaints in a professional manner

• Initial Complaint

  12/03/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  **** plumbing normally winterizes my house for $159 for the irrigation system. I noticed there was a broken spout and I informed them about it to take a look at it whenever they came out to do the winterization. They came to winterize the house and they are charging me $434 stating that they took an extra hour to winterize my house without informing me about any additional problem with the winterization. I had no prior knowledge of the additional charges and I was never informed that there were going to be additional charges. I want them to only charge the agreed upon amount which is $159

  

  Business response

  12/13/2021

  Business Response /* (1000, 5, 2021/12/06) */ As we have explained during our phone conversation, our prices have increased since we last winterized this property. Just as everyone else, we have had to increase rates because of increases in costs of labor, fuel, parts, etc. This customer was aware of our rate increase because he has already had work performed in October with the new rates in place. In addition, he asked us to take care of another issue. We replaced a 4" rotor head. He asks that we charge the agreed upon price. We do not have an "agreed" price. It is time and materials. Consumer Response /* (3000, 7, 2021/12/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I think they should read my complaint before commenting because they are not answering my complaint. I do not understand why they are talking about their new rates, because I do not have any problem with their new rates. They have told me already about their new rate which is $159. I have agreed to pay this rate of $159 In my email communication, which I have attached. I told them since they are coming out to winterize, they should look at the broken sprinkler and let me know if they are able to fix it. They did not tell me they were going to fix it, and they did not give me a quote before going ahead to fix it. They did not give ma a choice if I wanted to fix it now, or later or not at all. Afterall, it is winter and the system has been shut off so it is not working and therefore there is no need for urgent repairs. If they told me they were going to charge me an additional $255 on top of the $159, I would have decided if I wanted to fix it or not. Now they are claiming that they have fixed one broken sprinkler for $255, without any prior notice or information. This is wrong. This is a job I wanted to find out about so I could schedule it for the spring, not fix it this winter. They chose to go ahead and do a job I did not ask them to do, and for which they did not provide a quote Business Response /* (4000, 9, 2021/12/08) */ We have read your complaint and your email. It does not seem we are a good fit to continue working together since our interpretation of your email is that you asked us to do this work. We sent the date we were coming and you replied: "Thank you. Please ask the technician if he is able to fix a sprinkler with a broken spout. There is a sprinkler head that is no longer working and it is just pouring water out on a particular spot." However, we will reduce the bill to $275 in order to close this issue. Consumer Response /* (3000, 13, 2021/12/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not agree to pay $275. I do not agree to pay anything above the cost of winterization, which is $159. I will pay $275 on one condition: that they provide me the breakdown of how they arrived at the new cost of $275. If they provide that and I am satisfied with their breakdown, then I will pay the $275. Otherwise I do not owe more that the cost of winterization of my irrigation system, which is $159. I am really tired of this back and forth with this company. It is a terrible waste of my time. This is a consumer's worst nightmare. They continue to mischaracterize my statement. Thank you was for coming to winterize. Now please let me know if you can fix a broken sprinkler. What is complicated about this? No quote, no estimate, no prior indication of what it would cost. According to them the project cost hundreds. It could have been thousands of dollars. When I called for an explanation of their bill, their attitude was, "just pay up." The man that came to install the sprinkler spent less than 5 minutes doing it. He did not even test it to see if it was working because the system was already shut off. I can bet that if we test it next spring and it does not work, there will be another charge because then whatever warranty placed on the work would have expired. A company should not do business this way. Again, I will pay $275 on one condition, that the company provides me with the breakdown of how they arrived at $275. I want to be sure I am paying for work done, however they wish to justify that, and not just an arbitrary figure. I want to thank the BBB for being involved in this matter. Without the BBB there was no solution to this problem with this company. Business Response /* (4000, 15, 2021/12/10) */ The amount of $275 was arrived at by simply giving a discount of $159. There was no formula or reasoning other than this is what we charge for the first hour of every job and I decided to offer a discount of that amount to try to settle this case. Consumer Response /* (2000, 17, 2021/12/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will accept this new payment with strong reservations, just for the sake of putting an end to this unfortunate incident. They cannot give an explanation for their charges because there is no explanation, and doing so would expose that this was nothing but an attempt to levy an unwarranted charge, just because they can. They can send me the invoice for the new amount. I do not intend to do business with this company again. I thank the BBB for all their help.

*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. ↩