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:10/12/2025

  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.

  I typically dont write reviews but have heartburn over this experience. I was eager to keep funds in the community. The assessment was fine. My antenna went up when the photos of alleged needed repairs were not shared upon request. I also did not get an estimate/quote at the promised date for work to be performed to review or approve. Two days later the requested information was received in the form of a padded bill and invoice for things not even checked at the home because the insurance company needed it to approve it. Unsure where the thought process was that the insurance company did not know what was in the home they insured. The bill for repair listed three bathroom sinks although I only have two, etc. They were in excess of one and a half hours late to the appointment (because a plumber called out). They knew that at the beginning of the day since I was in the first window of the day. Upon arrival the invoice was redrafted accurately, which reduced the invoice a little more than half. Part of the job was done but not completed. There was a promise to return the next day. They did not return or call. I called them to be informed they were just about to call me because another job ran late and they couldnt come but can come on Monday. This resulted in pushing back all other contractors already lined up. The language of the invoice is solely to benefit them and leave no opening for consumer resolution. At this point Im tempted to pay for services rendered and allow a more reputable and reliable company come perform the work. I try to do the right thing and support within the community but this is bad business practice in my opinion. Run fast or review and redline everything before allowing any work on your premises. I have received an invoice daily although the work of incomplete. Each invoice have a different price. Make it make sense, because I cant. Hope this can get turned around.

  Customer Answer

  Date: 10/14/2025

  I have been threatened after paying for services rendered to this company because of a review. This is 100% inappropriate. Please see the attached emails. Another message will be sent so that you can have all of the communication.

  Customer Answer

  Date: 10/14/2025

  They have been paid for services rendered as seen in the attached receipt. 
  

  EW and ******** were professional and did not send these emails. Unsure what is going on with ******** and her customer service based on these emails.
  

  

  Business Response

  Date: 10/21/2025

  This misunderstanding has been dealt with. The customer was given 2 invoices. One was requested for insurance purposes. The 2nd was given after we visited the customers home for the 2nd time under her directions of what she actually wanted us to do.

  Our mistake was not closing out the initial invoice which confused the customer. We weren't going to charge her for the additional work until she needed it done, but were using that invoice to keep a record.

   

  We also had to reschedule due to labor issue. One of our plumbers called in sick. This set us behind. We appologized, but weren't able to accomidate the customer untuil Monday

  The situation apparently frusterated the customer so she resorted to filing the complaint. I'm not sure exactly what she's talking about on a lot of the accuisations. We dont pad anything.  We are an honest company. We corrected the scenario with the 3rd faucet because it was a misunderstanding. 

   

  She had a lot of deferred maintenance or just things get old you know. It was a long list. These are time consuming quotes. We could always just throw a high price out there but we try to be fair to the situation and the work being done. Sometimes multiple tasks can save the custoner some money. We try to consider those little details when we are quoting multiple tjings. 

  We appologize for any misunderstanding, or inconvienence caused to the customer. We are always trying to improve.

  Customer Answer

  Date: 10/22/2025

  What will/has been addressed about the threats/allegations/harassment? There is nothing addressed concerning cease and desist of perceived unprofessional email communication. Once I know there will be no further contact or expectation to move forward with future business between the Mt. Juliet Plumbing and Leak Detection and myself I will consider this resolved with the BBB. This is a result of the emails that have been shared with you, the BBB. Is there clear understanding there is no obligation for me to use service from their business and I can hire a company of my choice to do business with, even if not them? Also, if future communication occur it should be known I have the right to post factual reviews with supported evidence on platforms of my choice not theirs. 

  Customer Answer

  Date: 10/23/2025

  This can be resolved if both parties agree to cease and desist contact with/about each other in all aspects to include, but not limited to, requests for future services, emails (directly and to others), payments for services not rendered, etc. If this is acceptable by the business this may be resolved/closed. If this is unacceptable a response with expectations is requested to determine if mediation will be necessary or agreement reached.

  

  Business Response

  Date: 10/23/2025

  We release the customer from any further financial liabilities regarding the work she agreed to and release her from her prior defamatory online statements as she agrees to do the same.

   

  There will be no further contact or debt collection notices. She agrees to act appropriately with her wording & phrasing when addressing Mt. Juliet Plumbing And Leak Detection.

   

  We will not issue any refunds or be obligated to any repairs or provide any services in the future to this customer. All parties agree to resolve this matter immediately and desolve it permanently. 

  Customer Answer

  Date: 10/25/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********** *****

• Initial Complaint

  Date:01/17/2025

  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.

  The company committed to checking my leak. The owner came to my home and was very rude. Unsure why. He then shared with the person at the home that he could not fix the issue. He did no work. He left and later sent me a bill for 363 dollars. I am planning to contact the **** for this issue as well.

  

  Business Response

  Date: 01/18/2025

  The former customer filing this complaint is misrepresenting the facts of this situation. He verbally agreed to our expected fee for this particular service by phone or we wouldn't have sent a plumber out to diagnose his plumbing leak. Once we completed our diagnosis he said he would pay the invoice as soon as he went inside before the plumber left and the plumber trusted that he was going to uphold his end of the agreement but over two months passed and we were forced to take several unnecessary actions to get this person to pay us for what was rightfully earned. He just paid yesterday January 17  2025. The job was performed on November 15  2024. He even claimed to be a lawyer and tried to scare us into taking less than what was verbally agreed to. Now he's slandering the company online to try and harm our business. We've performed several hundred jobs in 2024 and only had 1 bad review. This former customer is using the online complaint and review systems  designed to hold companies accountable in a disingenuous way. We aren't going to be blackmailed into giving our products and services away just because a few customers think ******************** services charge too much. We despise dealing with cheap, dishonest individuals like this former customer. It's not why we're in business. Fortunately we have several satisfied customers and many have called us back on multiple occasions to repair or replace other plumbing problems they've had. Under no circumstances will we compromise with this person.