Complaints
This profile includes complaints for My Plumber Plus's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 26 total complaints in the last 3 years.
- 8 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:02/05/2024
Type: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: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: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: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 contractBusiness 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: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: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: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: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
Initial Complaint
Date:07/08/2023
Type: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.
Thursday, June 29, 2023, I met with comfort consultant/sales consultant (*****) from My Plumber Plus and we discussed replacing my HVAC system. I specifically told ***** it's important that the upper level of my home is cooled, and he suggested that I upgrade to a 3-ton system. Here is what the invoice/contract states I should have received: "Gas system 15 seer 3.0 ton. Please see contractual agreement attached. A 2.0-ton HVAC system was partially installed in my home, which is not the machine listed on the contract. My Plumber Plus did not inform me that a different system (outside of what is mentioned in the agreement) would be installed in my home. In addition to the breach of contract, on June 29, 2023, I was told that the HVAC system would be completed on July 1st except for the chimney lining, which did not happen. I was promised several other things that were not provided by My Plumber Plus. For example, • New piping was promised but was not provided. • Gravel was supposed to be placed underneath the base (see attachment #2, my Plumber Plus admitting that the gravel work is remaining along with other work that should have been completed on July 1, 2023) • The heating system of the HVAC unit was supposed to be completed on July 1, 2023 • A new filter box with filter slot was promised and not provided. For all this additional work that remains incomplete I am requesting a refund in the amount of $1500. The reason why I am requesting this amount is because the price of the machine I paid for (as per the contract) is $3,010 dollars and the price for the machine was given to me was $2,010. The remaining $500 is for my time and being inconvenienced. Please note that I will have to take off work to be home for the installation crew to complete the work. I have asked My Plumber Plus for more information regarding the amount of time the remaining work would take, but they have been unresponsive. Therefore, I was forced to go with an estimate of my wages.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,
****Customer Answer
Date: 11/13/2023
Please find supporting documents attached.
The first attachment is the contract between my plumber and myself.
The second attachment shows my plumber telling me that I passed an inspection which is not true. Please note that **** said she would send over a document that indicates a passed inspection. I have never received any documents stating that a heating inspection was conducted and passed.
The third attachment is correspondence between the state (county) that I reside and myself explaining what My plumber needs to do for a second inspection. If I already passed an inspection (stated by My plumber) why is another inspection being pursed by My Plumber.
The last attachment is proof that the heating system installed by My Plumber failed the inspection on July 31, 2023. Please note that I did not hear back from My plumber regarding correcting the failed inspection until October of 2023.Kindly note that if My Plumber had any intentions on getting my HVAC system inspected, they would have begun preparing the manual J back in July. This is unacceptable.
Business Response
Date: 11/14/2023
Customer was originally estimated for a 4 ton system, however, after further inspection we determined a 3 ton system with customer's consent. An inspection was completed and mechanically passed with the exception of the application showing the incorrect tonnage. We have actively been in touch with ******************** to resolve other issues. We have been working with Prince George's County to correct the administrative error on the application. We recently received the correct permit and have made attempts to contact ******************** to finalize the inspection. He has not allowed us to return to the home to complete this action.Business Response
Date: 11/15/2023
Date Sent: 11/14/2023 1:15:18 PM
Customer was originally estimated for a 4 ton system, however, after further inspection we determined a 3 ton system with customer's consent. An inspection was completed and mechanically passed with the exception of the application showing the incorrect tonnage. We have actively been in touch with ******************** to resolve other issues. We have been working with Prince George's County to correct the administrative error on the application. We recently received the correct permit and have made attempts to contact ******************** to finalize the inspection. He has not allowed us to return to the home to complete this action.Customer Answer
Date: 11/15/2023
[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: The business is not telling the truth. As per the contract (see attachment) I was estimated and paid for a 3-ton system and the business installed a 2-ton system. It was brought to my attention that the system was a 2-ton system by Prince George's County inspection division. The original permit requested for the project from the business indicated that they were installing a 3-ton system. During the system inspection the county failed the system because the information that the business provided stated that a 3-ton system was installed but that was incorrect. The business did correct the permitting information with the county, and I allowed the business to come to my home for a second inspection on October 31, 2023. See attachment.
On October 31, 2023, the county informed the business what was needed to complete the inspection. See attachment. The business has failed to provide the county with the final document which is called the manual J.
The manual J should have been developed back in the July when the system was first installed.
The business has had multiple opportunities to get what is needed from my home to complete the manual J but they have been negligent and failed to produce the document. Please note that the business had access to my home on July 1, 2023. July 11, 2023, and October 31, 2023.
Regards,
*******************************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>********
Ongoing issue, items mentioned were completed. Still pending inspection.
Customer Answer
Date: 12/19/2023
[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:The business response is very vague and non-specific as it relates to the ongoing issues and what has been completed. In my opinion the BBB should not have accepted the business response because it was lacking information.
The HVAC system that was installed failed the county inspection and the business has not completed the required steps for passing the county inspection.
Regards,
*******************************Business Response
Date: 12/20/2023
As of mid November, we had not heard back from ******************** to access the home and meet a request by Prince George's county for measurements of the home and insulation to finalize the inspection. We since were able to speak with the county and it was determined that the measurements were not required by law for the permit to reflect the appropriate tonnage. We received the attached approval and passed inspection results on December 8th, 2023.Customer Answer
Date: 12/21/2023
[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: What the business stated in their most recent message is untrue. Please find attached two email communication. The first (dated November 20th between the business and myself where we discussed my Plumber coming back to my home to complete the county requirements for a passed inspection. The second email (dated December 1, 2023) which shows that I agreed to a date and time for the business to return to my home.Furthermore, the business most recent message has nothing to do with my initial complaint. As per my initial compliant, the first inspection was conducted on July 31, 2023, and the system failed the inspection (see third attachment). I did not hear back from the business until October of 2023 (where I contacted them) regarding next steps in the attempt to passing a second inspection.
The business has never explained why there was such a lapse in completing the inspection process which started in July of 2023. Again, I had to contact the business (in October of 2023) to inquiry about next steps in the inspection process just to receive and update. That is when I learned that the business had not taken any steps since July in pursuit of a second inspection.
This lapse in time is completely unprofessional and negligent on behave of the business. Therefore, I believe the business should loss its accreditation with BBB.
Regards,
*******************************Initial Complaint
Date:07/07/2023
Type: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 telephones me nearly every day for weeks and will not stop despite repeated telephone and email requests to stop. My Plumber has no claim against me that might justify repeated, harassing phone calls.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>********
Removed from calling list
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