Complaints

This profile includes complaints for My Plumber Plus's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  My Plumber Plus

  6897 Gateway Ct Manassas, VA 20109-7301

  
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  My Plumber Plus

  1910 Towne Centre Boulevard Suite 250 Annapolis, MD 21401

  
• 

  My Plumber Plus

  6700 Alexander Belll Drive Suite 200 Columbia, MD 21046

  
• 

  My Plumber Plus

  1910 Towne Centre Blvd STE 250 Annapolis, MD 21401

  
• 

  My Plumber Plus

  8403 Colesville Rd Ste 110 Silver Spring, MD 20910-6331

  

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:07/06/2025

  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.

  Plumbing manifold replaced by My Plumber Plus. We paid before I could fully analyze this horrendous work. We talked to managers and had one come look at it. They have now abandoned us because they think the work is good and will not fix it or refund us. Our attempts at contacting them have failed numerous times.They worked without a permit, even though it is a was required because they altered the lines, did not install shut-off valves and is a completely different type of manifold. There are numerous code violations like no labels, improper support (his zip tie broke the next day and I had to zip tie it back myself), he made multiple nicks on the pipe that could easily lead to a leak, pipes were cut terribly and not deburred, but the largest violation is the massive 41% cut out of our load-bearing stud. This plumber and this company's work in the area should be immediately halted, they could've killed us. This is not even half of the unprofessionalism we've endured from this company and plumber. He completely lied to us saying we were going to get a like system, which implies shut-off valves and a similar system. In other words, he is committing fraud.He commented that he "needs to go home." This gives you the mindset he was in when he wrecklessly did anything he could to save 5 seconds. From not labeling, all the way to cutting our house in half. Not only does all of his work need to be redone, we are substantially worse off then we were before he arrived. He created massive structural damage, drywall damage and carpet damage. He literally stole our towels out of the bathroom, used them without asking, then threw the soaking wet towels on the carpet.He will literally risk lives to save 5 seconds and ruin your home and its belongings

  

  Business Response

  Date: 07/09/2025

  Good morning,

  We received your prior email with this complaint on 6/27 while our staff was on site.

  Our plumbing manager attempted to reach someone at ************ on Monday 6/30 and we haven't received a call back. Please give us a call and ask to speak with ***** **** to discuss this matter further. He is typically in the office up until 2pm each day.

  Customer Answer

  Date: 07/11/2025

  I called Loudoun county government and they forced My Plumber to get a permit, because they did work without a permit. The following inspection failed for violating at least 4 codes.

  I also had a plumber give me a quote and noticed multiple violations as well.

  
  

  Both have confirmed the substandard work and said it all needs to be redone.

  
  

  My credit card chargeback has failed and attempts to get a refund from My Plumber have all gotten no response.

  Customer Answer

  Date: 07/15/2025

  [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: 23561029
  
  I am rejecting this response because:

  I have responded to the email numerous times with no response.

  Per the email, that is not my number and I have not been contacted in almost 3 weeks which completely unacceptable.

  Especially because it's been a week since Loudoun county has inspected your work and it failed inspection. Again, no response from your company.

  I have tried numerous ways of contacting you and have expected results for 3 weeks now, with absolutely nothing to show for it.

  We tried going through your managers and *** to get this corrected, but all they did was keep delaying us and didn't help at all. A call to the wrong person 10 days later is completely unacceptable.

  We are well past getting this fixed by your company or working with your company any further. It has almost been a month with absolutely no response from your company and your work CLEARLY can not be trusted to be done professionally or even meet coding standards.

  We expect our full refund of $6,139 and more for the damages you have done to our home. Your work failed inspection and other plumbers have scoffed at your work, even the manager at your company sighed and scoffed at it.

  It needs completely redone and the damages need to be fixed. This is the opinion of NUMEROUS people.

  
  Regards,
  
  ***** ******
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 08/14/2025

  Good afternoon,

  We initially attempted to contact the phone number that was linked to this customer profile as ***** ******** information was not associated with this customer in our records.

  We have attempted to refund the funds, however, when a dispute is made through your credit card company, it ties the funds on our end so we don't have access to refund them. Our records indicate that a full refund of $6139 was processed in our office on 8/4/2025. After this date, another dispute came through which we are disputing since the funds have already been returned.

  Thank you,

  My Plumber Plus

  Customer Answer

  Date: 08/19/2025

  [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: 23561029
  
  I am rejecting this response because:

  I have gotten the refund and will let my bank know to drop the dispute or figure that out.

  There is still lots of damages uncovered. The stud needs fixing and a pipe coming from the manifold lake soon after and flooded the 2 floors below.

  
  
  Regards,
  
  ***** ******
  
  
  
  

  
  

• Initial Complaint

  Date:03/28/2025

  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.

  Service man came on March 5, ********************************************************** the bathroom. He returned on March 7, 2025 to complete the job. The total price was $4804.00. He said the $49 diagnostic fee would be dropped if I agreed to have the work done. He emphasized that his company policy was to provide a FIXED QUOTE that included every thing, parts,labor and materials. He indicated he would have to cut a whole in the wall (an access door already existed), and that his remodel man would patch the hole (hole is about 8 inches by 8 inches square). He also said some one would be in touch to come back to repair the hole made by the service man. He caulked around the new tub spout system. I told him earlier that water dripped in the corner where the shower door closed and asked him to add extra caulk in that area to stop the drip. He said hed put a little there and the remodel guy would have a heavy duty caulk and would take care of it. I was unable to use the shower for several days and he said what he did was temporary and the remodel guy fix the caulking. The temporary caulk job done by the service man was sloppy and the remodel guy agreed. No one followed up to schedule repatching the wall. I had to call them. When the remodel guy showed up, he told me Id have to pay another $672. fee. This extra fee was never communicated to me. Why would I pay them to put a hole in my wall for them to do their job. Had they told me it was going to be an additional $672 I would not have agreed to have them do the work. $4804 is more than sufficient for them to do the complete job. I called My Plumber Plus twice to try to resolve this issue. waiting 2 weeks for a return call. Person in office had to seek a resolution Requested RESOLUTION:Fix the hole in the wall and caulking issues mentioned above at no additional cost to customer. Additional cost of $672 was not communicated up front to customer. Nor was it included in documentation provided.

  

  Business Response

  Date: 04/04/2025

  Good morning,

  We have received your message and are taking the reported concern seriously. Please expect a call by the end of the day today.

  ******* ******

  Customer Service Manager

  ************

  

  Business Response

  Date: 04/04/2025

  It appears that our plumbing manager has made attempts to reach this customer to resolve the matter but they've missed each other. We will continue trying to reach the customer.

  

  Business Response

  Date: 06/05/2025

  It seems there was a miscommunication regarding what was included in the work agreed to. This is regrettable and we would ideally like to speak to the customer directly in regards to this. We have not been able to reach the customer by phone and and I don't show a record of returned calls to our office since March.

  The customer was provided with an estimate to perform the plumbing repairs. We have the capability to perform the drywall repair, but the cost of the repair was a part of the estimate provided. We followed up by sending our remodel team out to provide a quote to repair the drywall, however, the customer did not want to move forward with the estimate provided for the repair. All estimates, as well as the invoice for the plumbing repair are attached. 

  There may be a recording of the in home visit, which I am working to track down. 

  Customer Answer

  Date: 06/17/2025

  My Plumber Plus' response says "We have not been able to reach the customer by phone and I don't show a record of returned calls to our office since March." As the customer, I have received NO VERBAL or WRITTEN communication (no caller ID labelled *********************, no emails, since my last call to the company around March 21 when I was told they would check with the remodel guy and would get back to me.  I called twice after that and never heard back, after which I submitted my complaint to BBB. The company response to my complaint admits there was a miscommunication regarding what was included in the work agreed to. The very definition of the word "miscommunication" means a failure to communicate adequately. There was no indication made to me, or written documentation that says there would be an extra charge for dry wall work.  You can't expect a layperson to draw a conclusion that repatching the hole they put in the wall to do their job would be a separate charge and not included as part of the entire job.  Thus, the more reason to put it in writing. The estimate for repatching the wall was a week later (after they put the hole in the wall).  The total for the plumbing job was $4804 and they want to charge me an extra $672 to patch an 8 in by 8 in hole in the wall and redo the careless caulking done by the plumber. I would not have agreed to the job if I knew this up front.  I do not feel I should pay any additional money for them to fix the hole in the wall and fix the careless caulking job.  

   

  

  Business Response

  Date: 06/20/2025

  Thank you Ms. ******** I have entered a ticket for our plumbing manager to reach out on Monday.

  

  Business Response

  Date: 07/03/2025

  After further review of this repair, I am able to provide the following information. The technician had to cut above the access panel as the leak was found above where the panel provided access to. Drywall repair was not included in the estimate for the work that was signed and agreed upon. We did however, send our remodel technician out to provide an estimate to repair the drywall for the customer, which she declined.

  Customer Answer

  Date: 07/05/2025

  BBB talked to My Plumber Plus on July 2 while i was on hold. They told BBB that they would notify their ******************* to contact me.  BBB also instructed them to leave a voice message if I was not available. My Plumber Plus told BBB that they called several times but could not reach me. This has not been the case and as of July 5 I have not heard from My Plumber Plus. 

  Customer Answer

  Date: 07/10/2025

  I feel extremely short changed on the work that was partially performed. 
  
  TOTAL cost of the repairs for this job was not disclosed or discussed with me before the work was initiated.  
  
  As a consumer, I have the right to receive an estimate for services before they are performed, particularly if the cost is above a certain threshold (some states mandate written estimates for work costing more than $50). I would have been able to make an INFORMED decision about proceeding with the repair if I was provided the full scope of work as well as all estimates. Estimates were not provided upfront for drywall and caulking, thus I did not have an opportunity to approve all costs upfront for the full scope of work to determine if it was financially viable for me to be able to afford. 
  
  My understanding of the job was some one would plug up the hole in the wall made by the plumber.  I thought the drywall guy would do his repair right after the plumber was done. The plumber said someone would contact me in the next few days. No one called and I had to follow up. 
  
  When the drywall guy came it was my understanding that he would do the repair and the job would be done. There was no discussion of it being a separate job for an additional cost; thus no estimate. 
  
  Consumer protection laws usually require repair shops to provide estimates and obtain authorization before exceeding a certain percentage of the estimate. This was not done in this situation. 
  
  I should not be responsible for the repair that I did not approve as an additional charge.  The company should repair the hole at no cost to me and make me whole as well as fix the sloppy caulking job left by the plumber(see discussion in my first submission).

  

  Business Response

  Date: 07/25/2025

  Good morning *** *******, 

  While it's regrettable that there was a misunderstanding regarding the drywall repair, we did not work without prior approval. I have attached the estimate with your signature outlining the work to be done. There is not mention of drywall repair on this estimate. The plumber is not specially trained to repair drywall and therefore, would not provide an estimate to repair.  On March 14th, our drywall technician provided an estimate for the drywall repair, which also included recaulking around the tub and faucet. This estimate is also attached for your reference. If these repairs are still needed at this time, we are happy to reduce the cost of the drywall repair estimate by 50% as a goodwill gesture. 

  My Plumber Plus

• Initial Complaint

  Date:03/21/2025

  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.

  We recently hired my plumber to look at a hot water tank leak which leaked onto our hvac unit. They showed up the following day to tell us that a new hot water tank would be needed for a ~4k price tag. The plumber stated that we need to have permits to have this work done. Then the ********* said we need a new control card that would cost over 2k dollars or repair and suggested we get a new unit because the current unit was 10 years old. They suggested a new unit due to the age which costs from them ~16k dollars. We made the mistake of agreeing to the costly repairs to have our new hot water tank leak water 3 days after installation. We believe they over charged us for these new installations to discover water leaking just 3 days later.

  

  Business Response

  Date: 04/03/2025

  Dear ***** *****,
  Thank you for reaching out and sharing your concerns regarding your recent service experience. We appreciate the opportunity to address your feedback.
  We understand that unexpected home repairs can be frustrating, and we strive to provide clear communication and transparent pricing for all our services. The pricing for the water heater replacement and HVAC repair was based on our standard rates, which were presented and approved by you before any work was performed. Additionally, we make every effort to ensure our customers are informed of their options, including repair versus replacement, so they can make the best decision for their home.
  Regarding the issue with the newly installed water heater, we sincerely regret that a defect occurred. As soon as you brought it to our attention, we promptly returned and replaced the unit at no additional cost to you. Since our last visit, we have not received any further reports of issues, and we trust that your water heater is now functioning properly.
  We take customer satisfaction seriously and are committed to delivering quality service. If you have any remaining concerns, please do not hesitate to reach out, and we would be happy to assist you.
  

  Best regards,
  ******* ******
  My Plumber Plus

  ************

• Initial Complaint

  Date:03/21/2025

  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.

  Required a permit for job done at ************************************************************* on 11/28/2024 and after at lease weekly calls since 2/19/25. I feel like I'm just being given the run around and beig ignore regarding this issue. I at risk of being fined by the city regarding this issue and my plumber plus don't seem to care.

  

  Business Response

  Date: 03/31/2025

  We have since resolved the issue and spoken with the customer. 

  Customer Answer

  Date: 04/02/2025

  [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: 23098496
  
  I am rejecting this response because:
  The business provided a permit number which I provided to the city inspector.   However, the city inspector informed me that it was a number for the county not the job permit that was needed.  The city inspector provided me with a link to certified electricians who are licensed to do work in ********** to choose from so that I can be in compliance with city requirements.  I have chosen another company to obtain the proper permit and to do what's needed to be done. 
  Regards,
  
  ****** *****
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 06/06/2025

  The work completed was a 1 for 1 change of an outlet, which in most cases, does not require a permit. To our knowledge an incident at the home led to the involvement of the Fire ********, who then required a permit. We were notified in February 2025 of the need for a permit which we were able to procure in May after several delays with county and city. In the meantime, we were able to have a final inspection done, in which our work passed without fault. The customer notified us that she wanted to have another company **** the work and was advised not to do so as it would void any warranties on the work. If an issue was found during inspection, we would have resolved it without further expense to the customer. We also incurred the charges for permitting due the the inconvenience experienced by the customer. At this point in time, the permit is issued and the inspection is passed.

• Initial Complaint

  Date:02/19/2025

  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.

  Paid $4,400 for new water heater Plumber did not look at voltage before installation When installed plumber turned on breaker and the breaker backfired When observing wiring Wiring was installed incorrectly and wire was exposed and cut due to poor installation Signature on both documents are not mine and I did not receive satisfactory work Plumber came out three times but doesnt know anything about electricity which he stated over again This is a electric heater and due to his lack of knowledge on electricity he left me without hot water for three days This resulted in three days of missed work When asked if they can send a new electrician same day they stated they will not be able to Disappointed in the customer service Quality is poor And response time is unacceptable When paying $4,400 for a brand new water heater its unacceptable to go three days without hot water. I asked to talk to supervisor ***** **** but they stated he left for the day. ***** ******* stated several times he would talk to his supervisor and that his supervisor was aware of the lack of hot water for three days and the lack of installing the right voltage.

  

  Business Response

  Date: 03/13/2025

  Dear ******** ******,
  Thank you for reaching out and bringing your concerns to our attention. We take your feedback seriously and understand the frustration this situation has caused.
  We want to assure you that we are currently reviewing the details of your complaint thoroughly. Our team is looking into the installation process, service experience, and any issues related to your water heater.
  We will follow up with you by the end of the day tomorrow, March **************************************************************** the meantime, if you have any additional information you would like to share, please feel free to reach out to us at ************.
  We appreciate your patience and the opportunity to resolve this matter.

  
  Sincerely,
  ******* ******

  Customer Service Manager

  

  Business Response

  Date: 03/17/2025

  Our plumbing manager, ***** **** attempted to contact you today at 1:46pm. Please give us a call back at your earliest convenience at ************.

  

  Business Response

  Date: 03/31/2025

  Our Plumbing technical manager has made multiple attempts to contact Ms. ****** to further discuss the request for a refund. We have not been able to reach the customer to resolve this issue. Please give us a call back at ************.

• Initial Complaint

  Date:03/20/2024

  Type:Sales and Advertising 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.

  In February of 2023 My plumbers plus demoed an old heating oil furnace and installed a brand-new heat pump unit immediately my wife and I noticed it just wasn't able to keep up with us asking for 66 degrees inside we know heating oil vs heat pump is a big difference, so we gave the benefit of the doubt. The unit installed is 2.5 ton with a 3-ton coil in a 2500 sqft home. We had them out over 8 times for the exact same issue it just was not keeping up and emergency heat was constantly running giving us ******* dollar electric bills. Finally we had to get a second opinion and had another ************ come look, within 30 minutes this one man was able to tell us our unit was installed incorrectly, something my plumbers was unable to do in 8 prior visits. The refrigerant line was 1/4 in. vs the 3/8s in. it was supposed to be. So we call upset about this and explain how we figured this information out and were immediately threatened with our warranty since another company looked at it. Now we we're not only upset but also in fear of losing our warranty. They did bite the bullet on that one and fix that mistake. We have attempted at least 5 times to rectify this issue of a brand new install that is blatantly undersized for our home to no avail. The manager won't even call us and was quoted saying "they're adults" when confronted with our complaints in having a 2.5 ton unit being sold to us when we had no idea what the correct size would be. We trusted them to sell us what is right. We have since had atleast 3 other HVAC companies tell us that a 2.5 ton is NOT big enough for 2500 square feet. Our electric bill is averaging 370$ most recently it was 572$ absolutely unacceptable.

  

  Business Response

  Date: 08/08/2024

  This was resolved outside of the BBB site, I was unable to update notes on this complaint as the link is no longer available. We made two visits to the customers home after the complaint was submitted. On 4/3/2024, we replaced the system with a larger system for their home at no additional cost.

• Initial Complaint

  Date:03/05/2024

  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.

  My plumber plus was called in for my geothermal unit flashing Low/ High pressure codes. A service technician from My Plumber suggested to replace the return plenum. He said it was too small. Although I mentioned to him that originally it was large but replaced with small plenum in 2016. But he insisted that replacement of plenum will be the only solution. So I gave a deposit of $221 Service was scheduled for 7/27/23 but cancelled the last minute. It was rescheduled for 8/20/2023 plenum was replaced . I paid $729 But within a week our HVAC stopped working. I made a call to inform. A representative named ****** answered my call. I reported the problem that my AC was not working. It was not cooling. She asked me if I would like to schedule service. I said YES but before I scheduled I wanted to give her little background that my geothermal unit was repaired less than a week and since weve Geothermal I would like to schedule same technician to come. I was told earlier by the merchant that every tech working at My Plumber was not trained on geothermal units hence an experienced techs only can be scheduled for repair on geothermal units. But she very rudely and in a threatening tone asked me, if I wanted to schedule a service or not ? I again tried to explain but before I did she disconnected the call. She scheduled a service without asking what date/ day or time will work for me? It made me very upset. I again called but every representative I spoke to told me I was scheduled for repair. Again without listening to my concern that I only wanted a trained/ experienced tech. It was super hot time of the year. I had no option but to call another *** for repairs. Another *** *************** was called in to diagnose the issue. The technician told me system had too much Refrigerant which needed to be removed for system to work properly. System worked after Referigeration was removed. It makes me believe My Plumbers diagnosis was incorrect.

  

  Business Response

  Date: 03/18/2024

  We have discussed this matter in length with **************** and offered solutions that we believe are reasonable with the information available. To date she is requesting a full refund of the $950 for repairs that were completed by My Plumber on 8/10/23.
  The customer contacted ******************** on 7/13/23 to address her geothermal AC unit which was not working at the time. When we inspected the unit on 7/13/23, we found poor airflow and noted that the return plenum was too small for the unit and a cause of the airflow problem. We had to order the return plenum. We performed work to install a return plenum on 8/10/23 that was the correct size for the unit. The unit was in working condition when we left the home. The customer called back within a week of the repairs on 8/15/23 reporting an issue with her system again. We scheduled an appointment to return to the home at no additional charge which the customer later canceled stating that she didn't agree to schedule the appointment. This issue was later discovered to have been resolved by another company, citing the issue as On arrival found system was locked on high pressure.I then reset the system,unit came back on ,found system running on high pressure
  150psi /409 psi ,I then checked flow center pump which were pulling right amps 1.90 amps,also checked specs at 70 degrees entering
  water system pressures should be below whats system at now ,I then took little be out unit is running but charge needs to be balanced
  .unit is not operating efficiently.
  Customer is calling the other company that charged system recently.
  The customer contacted us in September 2023 to inform us that she believed we broke a door to her home. We sent our QA team to inspect the damaged door and found that a bolt was broken, but there was not evidence that the door was hit hard enough by the equipment we carried through it to cause the damage. The customer was unhappy with this response and we further offered to meet a third party inspector to assess the door. If the damage was assessed by the third party inspector to be our fault, then we would accept fault and cover the door repair as well as the cost of the inspector. She was not satisfied with this offer.
  In regards to the repair, the customer stated that she did not believe the initial repair worked. Based on our initial assessment of the unit and modifications made to it, the repair made was a necessary repair to get the unit operating. It was determined to be working correctly when we left.Had the customer allowed us to return free of charge, we would have corrected any follow up issues that occured.

  A refund of the cost she pair to the second company was offered in addition to a return visit, which the customer declined.

  Customer Answer

  Date: 04/02/2024

  [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: 21386644
  
  I am rejecting this response because:
  
  I'm not  asking for a refund I paid to the second Co. 

  i am asking for a full refund of $950 which I paid  to My Plumber Plus.  
  the repair did not last even for a week. My HVAC stopped working.   I made several calls to My Plumber plus  to come back and see what happened.   but my calls were not returned.  

  
  So I had no other option but to call  the second Co. so my HVAC could be repaired .  We had been without AC since July when the merchant first came  on July 13,2023 to diagnose the cause . 
  

  Repair was completed on 8/10/23
  
  I am asking for full refund of $950 which was paid to My Plumber on 8/10/23 for a repair which did not last even for a week. 

   

   

  
  Regards,
  
  *************************
  
  
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 04/04/2024

  I reject merchants response to the damaged door. 
  

  the merchant my plumber sent a member from their QA team to inspect the damage door in the basement. 
  he found the bolt was broken. 
  He told me he would bring the part and fix it.  But he never diid. 

  the service techs brought a large plenum ( size 34x28x 34 1/2) into the basement. They used basement double doors to bring it in. Since it was a large piece they had to open both  glass as well as screen doors) they used the doors but did not realise that one of  the screen doors had a bolt which needed to be opened  - but the technicians  rather used force  to open the door resulting the bolt to be broken. 
  my plumber offered to meet the third party inspector to ***** the door but third party refused to come and said they would not know how the door was broken. 
  

  when I first opened the basement door  to give them access to  go back and forth to their truck in case they needed something from their truck.   I did not notice the door was broken.  It only broke later when they brought the big plenum into the basement.  Unfortunately I was not  present in the basement when they brought the plenum in. 
  My cleaning ladies noticed the door was broken when they  were cleaning the basement in August the same month when my plumber came to replace the plenum.  The door was  good before that time.  The service technicians should have brought it to my notice  if they found  the door was broken . But they did not. 
  I would  like them to please get the door fixed. 

   

   

   

• Initial Complaint

  Date:02/05/2024

  Type:Order 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.

  To Whom it may concern,On January 25,2024 a technician from My Plumber Plus came to my home to work on the **** unit. Work was completed successfully. The technician charged me $25.00 for this job. I received an email of the invoice with a description of ************** I did not sign up for ************* membership.On January 26, 2024 I received notice welcoming me to the ************** I called and spoke to someone on the phone and let her know that I did not sign up for the membership. I did not hear back from anyone so assumed I had been removed from this service.Today, February 5, 2024 I received a text asking me to make an appointment for prepaid semi-annual maintenance. Once again, I called several times today, spoke to a ****** a ******, and a few other operators reiterating that I did not sign up for the ************* and wanted to be removed from this service.Ms. ****** sent me a copy of the contract. I never saw this contract when the technician was here, I don't recognize the signature as mine, and I would like to please be removed from this service. I was also told that in order to be removed from this service, Ms. ****** would have to contact the technician who came to my home, find out the actual cost of the service .... pay that and then they could cancel it.This evening, Ms. ****** gave me a curtesy call, stating that on her end she has cancelled the ************* membership, and that sometime tomorrow, someone from management would be contacting me after speaking with the technician. I am hopeful that Management will also help me resolve this issue.Again, I did not not sign up for ************* Membership. I wish to be removed from this service.Thank you,*******************

  Customer Answer

  Date: 02/29/2024

  This issue has been resolved as of now. Thank you.

• Initial Complaint

  Date:02/01/2024

  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 am a My Plumber Plus Priority Plus Member. This complaint is in response to poor customer service since becoming a customer 2 years ago. This membership claims to have one of their reps call you regularly to schedule inspections, but when I first called in a few weeks ago, the rep mentioned that inspections are well overdue. They are not prompt on calling. Additionally, I asked about other services when I was able to connect with a rep about specifically the electrical inspection, which is claimed to be performed annually, but was never offered. The rep that I spoke with said that is not something they typically advertise as you have to plan for one of those about three months into the future. After scheduling HVAC and plumbing inspections, the rep also stated the plumbing inspection would come with a water heater flush, which was not performed. During the inspection for plumbing the technician did not perform any of the following services outlined in the priority plus benefit list. (Water Pressure Test, Test of drinking water, washing machine hose evaluation, check faucets for leaks, dye test toilets, check drain flow, check garbage disposal, or test and label all emergency shutoff valves, or an annual plumbing video inspection) This was a similar experience the last time they performed this plumbing inspection as well. Many technicians who have serviced my home have smelled like marijuana and completed inspections in 10/15 minutes. Monday 1/29/24 I called to cancel my membership. The rep informed me that membership could not be canceled on a call and I must send an email to cancel. After sending the email to the address provided, I then waited 24 hours before sending another email, including the service email address as well, but there was no reply. After waiting another 24 hours I sent a third email requesting to cancel, but I have still yet to hear back today as of 2pm on 2/1/24.This membership does not provide the services promised. I want a refund.

  

  Business Response

  Date: 02/27/2024

  The membership in which we agree to perform 4 preventative maintenance visits each year commenced on 10/25/22. The first **** maintenance was scheduled and completed on 11/1/22. A plumbing maintenance was schedule and completed on 2/6/23. An electric maintenance was schedule on 2/20/23, but canceled by ************ since he would be out of town. He said that he would call us back to reschedule. An **** visit was scheduled and completed on 3/21/23 and 8/10/23. A plumbing and **** maintenance were schedule on 1/24/24 and completed. Each visit has a checklist that is completed to document all items were checked, which I'm attaching for reference. We attempt to schedule the **** visit approximately every 6 months and the plumbing and electric visits once each year, or at least 10 months apart. It appears that ************ contacted us proactively before each service was ready for us to reach out to. In the year and 3 month duration of his membership, 7 visits were scheduled and 6 were completed. If any concerns arose from those visits, we were not made aware to be able to make corrections on our end, including through the cancellation when we were only notified that ************ was moving out of our service area. It is regrettable that it took longer than expected to process the refund request, however, per the terms of the membership agreement, we will not issue a refund.

• 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 called my Plumber to fix a grinder pump system at my house. They came to the house and worked on the pump. While pulling the pump they broke the discharge line of it. When they put the pump back they didnt want to get in the pit to properly glue the broken line. They glued it from above ground and not the pipe in the pit. The glue joint held for about 2 stand failed. When it failed it dumped raw sewage in my basement. About 100 gallons before I was able to get it stopped. I have called them everyday for a manger to call me back no one has called. They dont stand behind their work. I am pursuing legal action against them.

  

  Business Response

  Date: 02/08/2024

  Dear **********************,
  We hope this message finds you well. We appreciate you taking the time to bring your concerns to our attention. Our goal at My Plumber Plus is to provide excellent service, and we take customer feedback seriously. After reviewing the details of your complaint, we want to address your concerns and clarify the events surrounding the repair of your grinder pump system.
  Upon investigation, we found that during our initial visit to your property, our plumber diagnosed issues with your septic pump and offered a recommendation to replace it due to its condition. However, you opted not to proceed with the replacement.
  During the same visit, our plumber noticed damage to the top arch of the discharge line. To address this issue, a new coupling and glue were applied to the damaged section. This repair was performed from above ground, as it was the most accessible method at the time.
  We understand that you experienced a sewage backup approximately three weeks later, which prompted another visit from our team. Upon inspection, it was discovered that the discharge line had broken in a different spot than the one previously repaired. We want to emphasize that the new damage was unrelated to our prior repair work.
  During this second visit, our plumbing manager engaged in a conversation with you to explain that we were not responsible for the new damage. Despite our position, we acknowledged your inconvenience and demonstrated our commitment to customer satisfaction by offering a 75% discount on the repair costs
  It is crucial to note that we do not accept responsibility for the damage that occurred during the sewage backup, as it was unrelated to our initial repair work. We take pride in our commitment to transparency, and we hope this clarification helps to address any misunderstandings.
  We regret any inconvenience you may have experienced, and we remain open to resolving any outstanding concerns. If you have further questions or would like to discuss this matter in more detail, please do not hesitate to contact us directly at ************.
  Thank you for your understanding.

  Customer Answer

  Date: 02/12/2024

  [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: 21161084
  
  I am rejecting this response because:
  Almost everything they responded with is false. When the tech came the first time he checked the pump and said the pump needed to be pulled and checked to see if anything was blocking it. He gave us a price to do the work we agreed on the price and told him to proceed. When he tried to pull the pump to check he broke the discharge line leaving the pit. My neighbor witness this happen. I told him he needed to climb down in the pit to fix the line he stated he could fix it without climbing into the pit. I told him the joint had to be cleaned and primed before it could be glued he said it could be fixed without going in it. While he had the discharge piece out that he broke off the cleaned, primed, and glue the joint above ground and not in the pit. Put the discharge line back on the line without cleaning the pipe in the pit. It held for about two weeks, then the joint HE BROKE off failed and flooded our house with sewage.

  When your tech returned two weeks later to fix what the first tech did not fix I had to pay him again to do the work the first tech should have done. When I explained to him how the work was done the first time he said that was not correct and the joint would not of held and was surprised it held for two weeks. He climbed down in the pit to fix the problem correctly and since he did that repair we have not had any problems with the pit or pump. 

  As far as me speaking to anyone from your companies management is completely false I called pretty much everyday for two weeks to speak to a manager for two weeks with no return calls at all. Not one. 

  
  
  Regards,
  
  *********************************
  
  
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 04/02/2024

  This is the same thing that was said before. You are at fault and we are leaving this in the hands of our attorney. They will be in contact.