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

  
• 

  My Plumber Plus

  1910 Towne Centre Boulevard Suite 250 Annapolis, MD 21401

  
• 

  My Plumber Plus

  1320 Central Park Blvd Ste 200 Fredericksbrg, VA 22401

  
• 

  My Plumber Plus

  1910 Towne Centre Blvd STE 250 Annapolis, MD 21401

  
• 

  My Plumber Plus

  11350 Random Hills Rd Ste 800 Fairfax, VA 22030-6044

  

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:07/22/2025

  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.

  On July 3, 2025, a team of four workers from My Plumber Plus arrived at our home to repair a sewer line. Despite being scheduled for 8:00 a.m., they did not arrive until 11:00 a.m. Shortly after beginning work, the lead worker (****** *****) approached my wife while she was home alone and made inappropriate and coercive remarks.He told her he could offer her a deal if she would "take care of" all four workers when she asked what that meant, he clarified that she should go buy additional PVC pipe herself from ********** and pay each worker $100 in cash, off the books. He then claimed that otherwise we would be charged thousands more by the ********** addition, he made inappropriate remarks about the gender of our household members and their use of flushable wipes, insinuating that my wife needed to educate herself if she was going to live in the country.Feeling intimidated and unsafe, she called for family support and eventually our son-in-law contacted the company. When ****** was questioned by the office on the phone, he became visibly angry and glared at my wife through the kitchen window while yelling on the phone. She felt unsafe being surrounded by the crew and ultimately told the representative on the phone that the job was done just to get them to *********, despite the serious unprofessionalism and intimidation we experienced, the company is threatening us with collections and legal action because we have not paid the remaining $7,500 even though it has only been 20 days and the situation remains unresolved.We are disputing the charge due to the unethical behavior of their staff, and believe no customer should be treated this way.Desired Outcome:We request that the company formally respond to our concerns, investigate the incident, and either reduce or void the remaining balance. We also request that they cease all collection threats until this matter is resolved.

  Customer Answer

  Date: 07/23/2025

  July 3, 2025, I hired [Company Name] to perform an emergency sewer line repair at my residence. The company provided a written estimate of $11,500 for the replacement of 10 feet of sewer pipe. However, without seeking my consent, the company proceeded to excavate and replace approximately 30 feet of piping three times the agreed-upon scope. At no point was I asked to approve the additional work or any related cost changes.
  In addition, I was not provided with a detailed, itemized invoice outlining labor, materials, equipment use, or other charges. According to industry standards, full excavation and *** sewer line replacement averages between $100$250 per foot. For 30 feet of work, the maximum national average would be $7,500. I was charged $11,500 a clear overcharge based on accepted industry rates.
  When inspecting the site with an employee named ****** *****, I observed that rock bedding had only been placed under the *** joints, rather than beneath the full length of the pipe a shortcut that contradicts proper installation practices and compromises long-term integrity. I inquired about this but did not receive a clear or professional response.  

   

  To add insult to injury, I also discovered that I had been enrolled in a $25/month membership plan with the company without fully understanding the cancellation restrictions. When I attempted to cancel it following this experience, I was told I was locked in until February ***************************************************************************************** not. This ongoing charge feels deceptive and unethical.
  
  Relief Sought:
  Reimbursement of $4,000 due to overbilling and lack of itemized transparency.
  Formal acknowledgment and written resolution regarding the employees inappropriate behavior.
  Immediate cancellation and refund of the membership plan fees charged after July 2025.
  Protection from further harassment, intimidation, or collections actions regarding this account.

  

  Business Response

  Date: 07/25/2025

  We have communicated with this customer via email to address all of their concerns. They are requesting more than we are able to provide for resolution. I have attached the most recent email exchanges, which give an overall picture of the discussion.

  

  Business Response

  Date: 07/31/2025

  We completed the work that was agreed to plus additional line repair at no additional cost and have conducted an internal investigation regarding the employee conduct complaint. We offered to complete the remaining portion of the line at a reduced cost which the customer declined. We are currently making attempts to contact this customer directly to perform an inspection of the work with the ********************************* Once the inspection is completed, we consider our side of the agreed upon work completed and this matter resolved to the extent that we agree to. 

  Customer Answer

  Date: 08/22/2025

  The issue has not been resolved and they are demanding we pay them an additional *****. They also never pulled a permit for the work they did. Please do not close the case!

  Customer Answer

  Date: 08/22/2025

  Upon review of the signed contract, it is clear that your company is in breach of multiple provisions of our agreement and state law.
  Violation of Permit Requirements
  Per Section 1 of the agreement I signed, Contractor will comply with all local requirements for building permits, inspections and zoning. You failed to obtain the legally required county permit prior to performing the sewer line replacement. This omission constitutes a direct breach of our contract and a violation of local building codes. This failure not only voids your ability to enforce payment but also places me, the homeowner, at unnecessary risk of fines and compliance issues.
  Unauthorized Additional Work
  According to Section 4 of the contract, Any modification which changes the cost, materials, work to be performed must be in writing and signed by all parties. The original estimate specified replacement of approximately 10 feet of pipe. Instead, your crew replaced 30 feet of pipe without providing a written change order or obtaining my approval. I did not consent to this additional work or the corresponding charges.
  Consumer Protection and Legal Standing
  Under the Virginia Consumer Protection Act (VCPA) and **** regulations, contractors are prohibited from overbilling, misrepresenting services, or performing unpermitted work. 
  
  
  

  **** *****

• 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:03/26/2025

  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.

  MyPlumber Plus (MPP)visited my home on 1/27 to do routine seasonal maintenance. They cited an issue with our HVAC unit. Across several visits, they charged us $2,858 for repairs completed by ****** ********. -Invoice 511872579: 1/27 $497 -Invoice 513105892: 2/4 $708.30. 2/5: $1652.70 12 days after the repair, the unit failed as confirmed by MPP repair pro, ****** ******. He cited that the unit required a full replacement. He pointed out 2 alarming service issues - there was a live, unsecured wire that had been left and there was grease all over the exterior of the motor. Because of this, repairman was extremely uneasy with the state of the machine and ultimately shut it down entirely.On 2/20, I initiated contact with MPP to work through a refund on the $2,858 in defective work completed. According to the warranty on my invoice, we are subject to a refund since our work failed within 12 days and was confirmed by a MPP repair professional: What is Covered: If the Work is a general component HVAC repair by My Plumber, My Plumber warrants parts and labor to be free from defect so as to pass without objection in the trade up to 30 days days after commencement of service to the premises. If the Work is a full component replacement of all components, My Plumber warrants parts and labor to be free from defect so as to pass without objection in the trade up to two (2) years after commencement of service to the premises.MPP's HVAC repair work failed within 12 days of completion. This is within range for coverage by their service warranty. Over the past 6 weeks, *** has refused to engage in any kind of refund / customer service related dialogue with us, despite at least 9 attempts by us they just continue to bill us. Our request is that the BBB enforce MPP's obligation to provide a reasonable service quality, stand behind their warranty, engage in customer service dialogue in a timely fashion, and refund the faulty AND dangerous work completed.

  

  Business Response

  Date: 04/03/2025

  Good afternoon Mrs. ******************* reviewing your complaint and our prior communications, I see that you spoke with our ************ Manager, ***** ******, on or around March 27, at which time it was agreed that a refund of $1,858 would be issued to resolve your concerns.
  However, since these funds have already been disputed through your bank, they are currently unavailable for us to process as a refund. You will need to either receive the funds through your banks dispute resolution process or, if the funds are released back to us, we can proceed with issuing the refund on our end.
  Please let us know if there is anything else we can assist you with regarding this matter.
  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.

  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:10/18/2024

  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 sent an employee to do the wintertime assessment on our heater and plumbing. 10/14/2024 Assessor didnt perform his initial inspection and introduced a new service Water Purification system but didnt perform the necessary steps to prevent damage to the property connected to the water line. The incident resulted in multiple faucets being damaged, new toilet systems being clogged and now constant running issues. Another assessor came and pointed out the damage the previous employee did and stated he was going to report it to management. We called to verify and report that the incident is causing undue stress in my home and costing additional money to replace the broken appliances. We told the manager is out of the office til next week leaving us with our issue unresolved.

  

  Business Response

  Date: 11/07/2024

  Good morning Mr. ***************** you for reporting this information. My Plumber Plus aims to provide exceptional service to all of our valued customers and it sound as though we missed the mark ******************* took some time to review your complaint and actions noted on our end. Our first concern is taking care of the issue reported. I see that we were at your home on 10/22 to repair the damage and provided a refund of $93 to cover the cost of a replacement faucet. Are there any outlying issues that need to be resolved regarding the repair?

  I also looked at the matter of being told a manager would not call back until the following week. That is not our process and I will correct this information with the employee you spoke with. I apologize that your complaint was not treated with the urgency it deserved.

  We look forward to hearing if anything else would resolve this matter on your end.

  My Plumber Plus

  

  Business Response

  Date: 11/25/2024

  Good morning Mr. ************** you for reporting this information. My Plumber Plus aims to provide exceptional service to all of our valued customers and it sound as though we missed the mark **************** took some time to review your complaint and actions noted on our end. Our first concern is taking care of the issue reported. I see that we were at your home on 10/22 to repair the damage and provided a refund of $93 to cover the cost of a replacement faucet. Are there any outlying issues that need to be resolved regarding the repair?
  I also looked at the matter of being told a manager would not call back until the following week. That is not our process and I will correct this information with the employee you spoke with. I apologize that your complaint was not treated with the urgency it deserved.
  We look forward to hearing if anything else would resolve this matter on your end.
  My Plumber Plus

• Initial Complaint

  Date:06/26/2024

  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.

  On Dec.21,2023 I paid My Plumber located in ********, ** ******* dollars to replace my home heating unit. After installation a notice the new unit was ***** btu, which is much smaller than the original unit that was *****btu. This June of 2024 I began to have issues with my A/C unit. When the Techician serviced the unit I was notified that the cause of the problem was that the Heating unit was improperly installed. Leaving old rusted parts in the connectin. I have tried to contact My Plumber several times, leaving messages without any response. Because of their failure to properly and professionally service my HVAC needs I am having to replace both systems. Due to their bad business practices I wouldn't want to work this company again. I would like a full refund to help cover the repairs that I now need to make. I believe that due to me being a senior citizen I was being taken advantage of.

  

  Business Response

  Date: 08/08/2024

  This customer contacted our office directly on July 8th and July 29th which began a direct communication regarding the complaint. The customer was refunded the full amount of their installation ($6000) with My Plumber, which was processed on August 1st to be placed back on the credit card originally used for payment.

• 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.