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

  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: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:02/05/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/22/24, the plumber of the My Plumber Plus company came to our house and told us that the removal and installation of a new faucet (bathroom sink) was over $ 600. When we were shocked about the price, the plumber gave us a discount and we paid $ 480. After the plumber left, we noticed that the faucet was not mounted correctly on the sink. There was a gap between the base of the faucet stem and the sink on the right side of the faucet. The left corner was in a correct position.With the price that they had charged, we were debating whether to call them again and possibly getting charged another $ 90 just for coming out. My husband looked at the faucet and was able to tighten a s**** under the sink and fixed the problem. In other words, the plumber had done this in about 15 minutes and had done a sloppy job for $ ****** We have pictures! Since 1/24/24, we have called the company 5 times (1/24, 1/29, 2/1, 2/2, and 2/5/24) to make a complaint and requested to talk to a manager. We were told it takes 24 to 72 hours for a manager to respond to a complaint. Nobody called us back to discuss the matter. Total disrespect for customers! So far, the staff has built a firewall around the so-called managers (they are either in meetings or not in the office) and we were basically shut down. On 2/5/24, ****** who answered the phone when I called. She hung up on me when I stated that they build a firewall around their managers. Supposedly, the company is recording phone calls...I hope that is true, because there will be a record of all our (patient) attempts to get this matter resolved.We are asking for a $ 90 refund for sloppy work.

  Customer Answer

  Date: 02/28/2024

  Dear *** or Madam,

  The complaint was resolved by the company. Thank you for your assistance.

• 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. 

• Initial Complaint

  Date:01/11/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contracted My Plumber to fix a leaking tub faucet They would not quote me a price or rate until job was done. I had taken apart the plumbing ahead of arrival of Plumber. It took him less than an hour to fix and I was charged over $300. I was offered a discount if I signed up for a maintenance program The representative from my Plumber said if I signed up for a maintenance program that I would be charged $25 a month The program would include maintenance on the air conditioning system and the plumbing system. When the technician showed up for the air conditioning system he told me everything was working fine. I asked him about the maintenance which I expected the coils to be cleaned inside and out. He told me he wasn't going to do that. In the last week I set two appts for the plumbing maintenance for which they said they would drain the hot water heater. On the first date they said they would call 30 to 40 min before the tech would arrive. I waited all day and at 6pm they told me he was not going to make it. I requested a day that I would be first on the list which was today Jan 11. He was supposed to be here between 8-10am at 4 pm they called to say he could come now to which I refused. I took the day off work and cancelled an appt with my car mechanic. I would like a refund for my maintenance contract

  

  Business Response

  Date: 02/06/2024

  Dear ****************,
  I hope this message finds you well. I sincerely apologize for the inconvenience and frustration you've experienced with our services. Your feedback is crucial to us, and we genuinely appreciate your patience as we address your concerns.
  
  After reviewing your account, I see that you have taken advantage of one of the four maintenance visits included in your membership. Additionally, you benefited from discounts totaling $200, and paid $250 in monthly membership fees to date. I acknowledge the missed appointment for the plumbing maintenance, and I'm truly sorry for the inconvenience caused.
  In light of the situation, I would like to propose a resolution. As per our agreement terms, cancellation before one year does not typically result in refunds for uncompleted services. However, considering the missed appointment on our part, I understand the impact it had on your schedule and daily plans.
  To address this, I am pleased to offer a refund of $150 for the missed plumbing maintenance service and inconvenience. This reflects our commitment to making amends for the inconvenience caused. The adjusted amount will be processed promptly, and you should see it reflected in your account within 7 days.
  I sincerely hope this resolution is acceptable to you. We value your continued partnership and would appreciate the opportunity to improve your experience with My Plumber. If you have any further questions or concerns, please do not hesitate to contact our customer service team at ************ or [email protected].
  Thank you for bringing this to our attention, and we look forward to serving you better in the future.

  Customer Answer

  Date: 02/07/2024

  [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 is satisfactory to me. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:11/28/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear BBB, I am writing to express my extreme dissatisfaction with the services provided to us as Priority Club members over the past four months. 1. As Priority Club members, we were assured that we would be given priority and jump to the front of the line when scheduling appointments. Unfortunately, each appointment we have scheduled in the past four months has been canceled on the day of the appointment. This is inconvenient as we have had to reschedule work events specifically to be available for these appointments. 2. The benefits of regularly scheduled tune-ups, as recommended by manufacturers and utilities, were a significant factor in our decision to join the Priority Club. However, to our dismay, each scheduled tune-up has been canceled without prior notice. This not only undermines the reliability of your service but also puts our equipment at risk. We were promised a reduction in breakdowns by as much as 95%, but we have yet to experience any benefits due to the lack of service. 3. Despite being Priority Club members, we have had to take the initiative and call your company to schedule tune-ups. The promise that our equipment would be your top priority, and that you would proactively reach out to us, has not been fulfilled. 4. The professionalism of the technicians sent to our home has been severely lacking. On a recent visit for our HVAC, the technician appeared to be under the influence of substances, stumbling around and slurring words. The plumbing check up was performed by a gentleman who said things needed to be replaced or tuned up soon, that had recently been installed by his company within the past year. We request an immediate resolution and refund to these concerns and expect a thorough investigation into the lapses in service. Additionally, we seek assurances that steps will be taken to prevent similar issues in the future. We appreciate your prompt attention to this matter and hope for a swift resolution.

  

  Business Response

  Date: 01/15/2024

  Upon reviewing the complaint, the following was found. The Priority Club membership includes 4 maintenances visits per year. Two visits are performed for the HVAC equipment, one for the plumbing and one for the electric.
  
  We scheduled the first visit for an HVAC maintenance on February 6th after attempting to reach the customer on January 27th and leaving a voicemail for a return call. This visit was completed on February 6th.
  
  The plumbing maintenance visit was scheduled on July 18th after the customer contacted us to schedule. This visit was reschedule from 7/18 to 7/25, then rescheduled a second time from 7/25 to 8/1 when it was completed. 
  
  We contacted the customer on 9/21 and scheduled the electrical maintenance for 9/28. This visit was rescheduled for 10/19, then rescheduled a second time to 11/28. At this time, we did not have a certified electrician to work in Maryland where the customer was located so the service was cancelled and never performed.
  
  For the second HVAC visit, we attempted to reach the customer on 8/29, 9/20, 10/17 and 11/27 and were not able to reach anyone to schedule. 
  
  We were contacted in late November with the desire to cancel the membership. The customer was given the last month free and offered 1 year of free membership. The 1 year was declined, but 1 month of the $300 for the year was discounted.
  
  Taking the discount already provided as well as the two services that we performed, I would like to offer a refund of $175 to total $200 given back to the customer. This is more than half the cost of the membership to make up for the inconveniences from rescheduling.

  

  Business Response

  Date: 01/16/2024

  Date Sent: 1/15/2024 3:07:28 PM
  Upon reviewing the complaint, the following was found. The Priority Club membership includes 4 maintenances visits per year. Two visits are performed for the HVAC equipment, one for the plumbing and one for the electric.
  
  We scheduled the first visit for an HVAC maintenance on February 6th after attempting to reach the customer on January 27th and leaving a voicemail for a return call. This visit was completed on February 6th.
  
  The plumbing maintenance visit was scheduled on July 18th after the customer contacted us to schedule. This visit was reschedule from 7/18 to 7/25, then rescheduled a second time from 7/25 to 8/1 when it was completed. 
  
  We contacted the customer on 9/21 and scheduled the electrical maintenance for 9/28. This visit was rescheduled for 10/19, then rescheduled a second time to 11/28. At this time, we did not have a certified electrician to work in Maryland where the customer was located so the service was cancelled and never performed.
  
  For the second HVAC visit, we attempted to reach the customer on 8/29, 9/20, 10/17 and 11/27 and were not able to reach anyone to schedule. 
  
  We were contacted in late November with the desire to cancel the membership. The customer was given the last month free and offered 1 year of free membership. The 1 year was declined, but 1 month of the $300 for the year was discounted.
  
  Taking the discount already provided as well as the two services that we performed, I would like to offer a refund of $175 to total $200 given back to the customer. This is more than half the cost of the membership to make up for the inconveniences from rescheduling.

  Customer Answer

  Date: 01/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Please refund the $175 back to the bank account associated with the Plumber Plus account.
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:08/09/2023

  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.

  In April 2023, I called MyPlumber Plus for an HVAC issue at **********************************, Woodbridge, VA *********. On 4/22/2023, the technician diagnosed the problem as a dirty evaporator coil. He cleaned the coil and added refrigerant. The total cost was $665.00. In mid-July 2023, we had the same problem (no cooling). This time (7/18/23), the technician discovered a leak in the evaporator coil, which should have been discovered in April. We paid $2711.00 for this repair. We contacted MyPlumber Plus through their customer care email address on 7/24/23 to point out the problem; we have not received a response. I believe we should receive a refund of $665, since the original diagnosis was incorrect and the money was essentially wasted, as our now very clean evaporator coil actually needed to be replaced.

  

  Business Response

  Date: 11/07/2023

  Good Morning,
  
  Apologies for not getting these earlier...we will be making contact with the customer within 48 hours, and come to a resolution.
  
  Thanks,
  
  ****

  

  Business Response

  Date: 11/14/2023

  
  ***************************
  Nov 13, 2023, 4:45 PM (18 hours ago)
  This customer was emailed to inform that a refund will not be issued. The problem was not found to be misdiagnosed.
  

  
  

  Customer Answer

  Date: 11/14/2023

  [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: ********
  
  I am rejecting this response because:  It is clear from the company's correspondence that either the technician did not conuct an adequate check after the initial cleaning, or he damaged the coil during his servicing of the unit. In any case, it is clear that this company does not stand behind its work.  
  
  Regards,
  
  *****************
  

• Initial Complaint

  Date:08/07/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  During the purchase of the HVAC system, I was told that since I was getting a larger unit, the outside part would need to be installed on the ground. The next day they arrived late almost 4pm, they did a rushed HVAC installation and installed on the old pedestal. I questioned this and they said it was OK. I called numerous times about the noise the unit was making they came a few times but could not fix the issue. Now they want to charge me $1,500 to install on the ground, which something they should have done during the install.

  

  Business Response

  Date: 08/08/2023

  We are in communication with this customer, and expect resolution by end of day.

  Regards,

  ****

  Customer Answer

  Date: 08/09/2023

  From: ********** <******************>
  Date: Tue, Aug 8, 2023 at 2:40 PM
  Subject: complaint #********
  To: [email protected] <[email protected]>
  
  Please cancel my complaint. My Plumber plus contacted me and is going to fix the issue at no charge to me.
  
  v/r
  *********************

• Initial Complaint

  Date:07/09/2023

  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 6/15/2023, I paid My Plumber Plus $708.30 to unclog my toilet. They did an inadequate job as my toilet was only partially unclogged. After calling them they stated that they would send a camera crew to investigate. Instead of sending a camera crew they sent the original technician who did not adequately address the issue. After the original technician left, I called My Plumber Plus and again I was told they would send a camera crew. I was told that "******" would contact me. Over 2 weeks have passed and My Plumber Plus has not contacted me. I have reached out to them at least 3 times.

  

  Business Response

  Date: 11/07/2023

  Good Morning,
  
  Apologies for not getting these earlier...we will be making contact with the customer within 48 hours, and come to a resolution.
  
  Thanks,
  
  ****

  

  Business Response

  Date: 12/13/2023

  From: *************************** <*********************@myplumber.com>
  Date: Thu, Nov 9, 2023 at 3:36 PM
  Subject: BBB Expired complaints
  To: <*************@mybbb.org>, **** ******* <**************@myplumber.com>

  ********

  Camera inspection was completed on 7/11