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:06/04/2025

  Type:Order 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 past year I paid Village plumbing and air-conditioning for a one year service agreement. I called to ask them to come out and look at my system and they stated it would take a month and a half for them to come out and take a look. I shared with them that is not acceptable and I needed to speak with the manager, and they said there was no one else I could talk to.I texted my contact that I have with them and they shared the same thing and offered to refund my membership.I shared with them I did not want a refund, I simply wanted them to come out and perform the inspection and service which is what the contract says they will do. They shared with me if I paid them a service call of $80 then maybe they can come out and look at it tomorrow, if not itll be like a month and a half. This is a deceptive trade practice, having someone pay $100 for a service contract and then not honoring it.I need them to stand by their agreement and come out in a timely manner and inspect my system. Buyer Beware.

  Business Response

  Date: 06/20/2025

  We made accommodations to fit ***** on the schedule & he cancelled his appointment. The $100 that was paid for the membership was refunded. We made good on scheduling the customer on his schedule. This complaint needs to be closed. 

• Initial Complaint

  Date:08/12/2024

  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.

  Had a plumbing team come and check out my air conditioning unit . The technician belong to a team . The team members came out did the job but left nails and scraps of material near the furnace and by the outside condenser unit . There was a hole out in my ceiling which is now on the carpenters list to fix . More delays it is irritating because the unit repair is 11,000. The quality of service is poor in this job . Just want to know if anyone else received this type of service .

  Business Response

  Date: 08/28/2024

  We have spoken to the customer. Our install Manager Scott ******, went out to the home, made sure the hole was fixed by our contractor, Desperate House Calls. We extended her premium maintenance plan with our company for the next 3 years. We offered to paint the entire ceiling just so everything can match, the customer declined. We have offered to make sure that only Moises her preferred tech comes out to her home and perform all maintenance for her unit. After speaking with the customer, we have come to a resolution and have gotten everything take care of to her liking. 

   

  Village Plumbing & Air. 

• Initial Complaint

  Date:07/30/2024

  Type:Product 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.

  July 2023 Village Plumbing sold and installed a whole house water filtration system and was to include a water softener. From the very beginning there were issues.I was told the tank being installed included the water softener as well as the filter. The paperwork did not state the softener was included even though the technician installing the system kept saying it was. I called the manufacturer for more information about the tank and they confirmed it did not have a built in softener. I told this to Village Plumbing so they sent their tech out again to install a softener. Confirmed they lied to me. They attached a footlong cylinder to the pipes and told me it was a softener. For the next 2 weeks the tech had to come out due to leaks in the pipes they installed. That tech couldn't get the leaks to stop so another tech came out. It took him 2 visits to stop the leaks from the first techs installation. Within 2 weeks my water began having a sulfar smell. The tech came out again and told me to just run water in my tub a few times a week and it will get rid of the smell. It didn't. I feared having Village come out and do anything else for awhile. I scheduled them to come out and service the tank in June 2024 and the tech that came just shook his head and said there wasn't anything he could do as the system was installed incorrectly. I told him his company installed it and he said he knew that. His supervisor sent out another tech to correct their first mistake and he said it would cost me an additional $6000 as these systems normally cost $12,000 with the softener tank. I became upset and told him it was their mistake in the first place. His supervisor agreed to bring the additional charge down to $2500. Also requested I give them a good rating. I have decided not to take them up on their offer to charge me to fix their mistake. I request them to come get their equipment and reimburse me at least 3/4 of the cost.

  Business Response

  Date: 08/22/2024

  To Whom it may concern, 

   

  We have received the complaint and have agreed to refund Pam Taylor the $5,000 via greensky financing. Once the refund has been processed Pamela, will be notified. 

   

  Regards, 

  Village Plumbing & Air

  Customer Answer

  Date: 08/27/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I thank you for your help in this matter.  I will wait patiently for the refund and I have their equipment ready for pick up.

  respects, 

  Pamela Taylor

  
  
  
  
  
  
  
  
   

  
  

• Initial Complaint

  Date:05/09/2024

  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 am filing on behalf of my elderly mother.
  A HVAC technician performed his contracted "inspection" on 4/11/2024 on my mother's AC system, which has been working perfectly.
  After completing his inspection, he told my mother that she had a major freon leak, frozen coil and needed an entire new AC system, which would cost her $5,690.78.
  My mother did not agree and retained the expertise of a different licensed HVAC technician who, after inspection, determined that her system was perfectly fine and in no way needed to be replaced or even repaired in any way.
  Tha tech from Village Plumbing and Air was attempting to scam my mother not only by lying, but also by promoting fear of a system failure.
  I have spoken with the VP of Operations, Chris something, who was of no help and did not even apologize to me.
  I would like a written apology from this company, addressed to my mother and this devious practice stopped. I am certain that this company has lied to and scammed many other elderly, helpless victims and it must be brought to potential customers' attention.
  Thank you
  Paula ******* 281-***-**** ********@gmail.com

  Business Response

  Date: 06/26/2024

  To whom it may concern, 

  We have issued an apology to the customer for her negative experience during her last maintenance visit. We have also refunded her $149 for the maintenance plan that was purchased in Oct 2023. Please see the attached screenshot of the email that was sent to Peggy. If you need anything further please reach out to me. 

  Rodrick J. 

• Initial Complaint

  Date:04/08/2024

  Type:Product 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.

  Village Plumbing and Air came out on 1/11/24 to address a clogged toilet. After the upstairs toilet was cleared the plumber said we were all good. I checked the downstairs toilet and it was backed up. The plumber said he could not locate a cleanout and pulled the downstairs toilet. He indicated he did not have a long enough scoping line so told me I needed to install a cleanout. I paid $3979 on the spot because the sewer was not usable. Once the cleanout was installed they cleared the line to the city line. At the time the technician was there i noticed small white square and asked whether that was it. He said no. He did not check or walk the line. We found the original cleanout about 3 feet from the one they installed. I did not need the $4k cleanout. I want a full refund. The technician did not perform the duties of his job, maybe did not have the necessary credentials and I paid for a service I did not need. I have pictures (attached ) and the invoice. When we cleared the grass away from the original cleanout - you see it. Also had he walked the sewer line he would have immediately found.

  Business Response

  Date: 05/08/2024

  To Whom it may concern, 

  Village Plumbing & Air, agreed to refund Mrs. *******, her money back. Attached is the refund that was processed on 4/18/24. The customer should have funds in her possession. 

• Initial Complaint

  Date:02/28/2024

  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.

  I believe that the partner plan was added to my bill without my permission. I called in and told that the plan was gifted to me. I do not believe that!!! I insist on a refund of the 150.00 or I will go to the media. I am a senior citizen and I resent being taken advantage of.

  Business Response

  Date: 02/29/2024

  After reviewing Ivory's invoice, we have refunded the $149 for the Village Partner Plan. Attached is a copy of the refund.