ComplaintsforD&F Plumbing, Heating and Cooling

• Initial Complaint

  07/04/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I contacted d & f plumbing and without looking at the problem the tech writes an estimate of ******* for replacing a shutoff valve on a toilet. When I told him no he said he was going to need $119 dollars for just showing up. When I said I dont pay scammers he got belidgerent and threatening.

  

  Business response

  09/02/2023

  Hello - I would like to add to the customer communication we will be constantly working on better customer relations and will continue training to resolve any future situations. Plumbing has a lot of variables and communication is key.  We always encourage communication with our office if there is reason we have fallen short and can improve. Its important that we have an opportunity to walk through the project with our customers in further detail to clarify details. We train our team often and work hard to provide quick responsive, licensed, knowledgeable techs for our customers.

   

  Customer response

  09/13/2023

   
  Complaint: 20272250
  
  I am rejecting this response because:
  I spoke with your office before he left and was told that his bid is final. You wanted over $1515 dollars to repair something that literally costed me $20 and 20 minutes. I was only trying to help out a local business as I didnt have the time. I can only conclude that he didnt want to do the work so just gave me an outrageous bid and your office stood behind him.
  Sincerely,
  
  *******************

  Customer response

  09/21/2023

  No I have not been offered any kind of adjustment from the company,

  

  Business response

  10/24/2023

  Thank you for the information on your experience with our team member.  We work hard to provide education onsite to provide clear understand the scope of work involved in going into crawl spaces to repair piping.  Missing the **** on a service call for our customer is not acceptable. We keep high standards and continue training and communication so we can move into ************************** the next few years.. 

   Coordinating a next day call for our customers takes multiple teams and support for quick efficient knowledgeable response. We continue to provide transparency  at the time of booking.  D&F will continue to train and  work towards best practice and customer clarity.  We commit to strive for excellence every day and we will work at better communication.

  Thank you again for taking to provide feedback.

   

  Customer response

  10/25/2023

   
  Complaint: 20272250
  
  I am rejecting this response because:
  There was no under the house or crawl space for this issue. It was to replace a shut off valve that was on the line to the toilet. He quoted $1500.00 to do a task that shouldnt have cost more then $100 and then charged me $119 just to show up and write that ridiculous quote. I want my money back as that was a total waste of time. 
  
  Sincerely,
  *******************

  

  Business response

  11/21/2023

  Dear valued customer,

  We are very transparent at our company. All of our agents are scripted and calls booked get the same message about $119 assessment fee. Every customer pays a work assessment, and it is clearly explained at the time of booking. The crawl space was involved and that was a difficult crawl space to deal with. This is what bumped the price. Our technicians do not treat customers int the way that was described it is not our brand. Unfortunately, we will not be able to provide a billing adjustment because a truck with a licensed professional to take care of the problem was sent to the customers doorstep.

  Sincerely,

  D&F Plumbing Co.

  Customer response

  11/24/2023

   
  Complaint: 20272250
  
  I am rejecting this response because:
  This is a lie, the crawl space is almost 3 feet high. You send out management and Ill show you.

  that wasnt the issue though as the toilet shutoff valve is all that failed and I fixed it for $15. It isnt in the crawl space as it is next to the toilet, he just didnt want to do the work so wrote me a $1500 dollar estimate for a $15 part that was in our bathroom next to the toilet. The crawl space wasnt even in the equation. You send a manager out and Ill show you. Your technician is lieing about what happened and I can prove it.

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

• Initial Complaint

  03/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Attached is the invoice with the signature. The signature Initials say NOS, my Initials are RRC. Furthermore that is not my handwriting. I have also included the notice from the collections agency. Date of Transaction 6/23/22 Services performed: None Amount of Transaction: $0.00 Sent to collections trying to collect $134 I scheduled an appointment for a plumber to meet me at a potential commercial site that I was interested in renting. I made it clear that the appointment was for a specific time because I only had access to the site for the time that the commercial broker was present. I double checked with D&F that they were ok with a specific time. ***** agreed to the appointment time again. When the time came for the appointment, ***** failed to show up. After 30 minutes waiting for the plumber, the commercial broker had to leave the site and lock up the space. I called D&F to let them know I needed to cancel the appointment because it was locked and I could no longer access the space. The ***** receptionist told me that I could not cancel because the plumber his way. I explained the situation but the receptionist stated she would not help me and I needed to wait for the plumber. I waited for 10 more minutes and then left. One hour after our scheduled appointment, the plumber called to state he arrived at the site. I explained to him that I left and the reason for my departure. Since that time, ***** has been trying to collect $134 as a cancellation fee. I've had numerous discussions with them trying to resolve the matter. They referred the matter to a collections agency. I asked for the agency for the ***** invoice. I finally received it. To my great surprise, it was an invoice with a signature from a person who is not me, agreeing to pay a cancellation fee.

  

  Business response

  04/25/2023

  Thank you for your feedback. There is a process we follow on every phone call that allows the caller needing help to hear the full message and agree on the call to how we set up our calls.  We did pay our journeyman to be at your site for the appointment however due to the miscommunication we are retraining and have worked with you to return a credit.  We do hope we can earn your business in the future and we would love to show you the value we provide when servicing urgnet plumbing needs. Thank you again for your feedback. 

• Initial Complaint

  03/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  96 years, D&F Plumbing has been in business. We are disappointed that they have the absolute worst ************************ On Feb 6th, 2023, we had D&F give us a quote for a main water line that busted underground. While they were looking into that, they found that our sewer line was also in need of repair. D&F quoted $14,763.84 to replace the water line & in addition quoted $54,275 to replace the sewer line, totaling $69,038.84. We were rushed to approve both projects so that they could get the permits to work on both at the same time & was informed it would be a 2-day project. We made a payment of $7,763.84 for replacement of the water line. D&F sent us an invoice with the remaining balance of $8,277, which appears they added another $1,277 to the balance. When we inquired about it, they laughed, & said that their manager accidentally put the quote of another estimate onto ours. This is concerning that a manager makes this type of error. Today, Mar 22nd, over a month later, the project is still incomplete. We have made over 20 calls to the Mgr ***** and the excuse is that he is out of the office. There are days we coordinate *********** dont show up. Then on days we are not expecting them, they show up. We've had to turn off water during business hours & move patient appointments to accommodate the water shut off. While digging the trench, they cut our electric wires in two places underground that connects to our sign by the street. They sent an Electrician to confirm & arrange time to fix the issue on March 23rd. D&F showed up on March 20th. Today's photos attached shows our current state. Their rude collections Rep called again demanding payment. She talked over me & said she spoke to the owner of D&F & was told they have completed service. We are asking for a 33% reduction of the remaining balance ($36,275) for the inconvenience, loss of patients, rescheduling our patients, horrible communication. & to close the trenches and fix the issue they created.

  

  Business response

  04/25/2023

  We wanted to respond with a walkthrough of how construction and projects flow forward.  The Northwest proves for some challenging weather to complete asphalt as our agreement for finish work, and there is only success  for this phase of the job when the weather is 100 percent dry.  This posed some scheduling challenges.  The team was sent out multiple times to do work and sent away by your staff due to your customers being present.   These 2 common occurrences detoured  an efficient and accurate timeline to complete the project and hold to expectations on both sides.  

  As you see the last phase of the job is complete this week and our office staff is always able to make arrangements and are happy to keep clear communication. If changes occur in your schedule it is something we would appreciate future communication on and we are always reachable. 

  We currently are re doing your asphalt job as the rain posed some quality issues and we only stand behind work we are proud of and represent the name of D & F and the quality we provide for the last 96 years.  

   

  Customer response

  04/28/2023

   
  Complaint: 19638469
  
  I am rejecting this response because: we came to a verbal agreement with a manager from D&F to recut the trench, close it appropriately, including the pothole, put tar on the cracks, and pressure wash, in addition to removing 10% off our remaining balance. We have requested 3 times for them to send us an email with the above agreement with the new balance. We have yet to receive an email. The work is near finished and they are requesting payment. Per their worker on site, they will have to complete the pressure washing next week. Many of what was mentioned in their response was untrue. Several times, we've called to speak to the manager and did not get a return call for days and we would have to call back. The weather can not be blamed for all the challenges because they came to work in the rain and we have not sent them away. 

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

  

  Business response

  04/29/2023

  Thank you for your review and response.  The job is completed as agreed upon for scope of work contracted.  We work with customers and are happy to have concluded the work with your project.  If there is something that has not been completed please call our office to discuss.

  Customer response

  05/01/2023

   
  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. The last task of pressure washing has been completed. Thanks to ***, the one person who is able to get the job done right. The checks with remaining balance totaling $32,647.50 was also given to him to satisfy our agreement for finishing the project and removing 10% off our remaining balance. Almost 3 months in and the project is finally completed. Thank you BBB, for being the middle person and assisting us in getting this resolved. 
  
  Sincerely,
  
  *****************

• Initial Complaint

  01/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Having had a bad experience with another plumbing company before ($500 extra to talk to a third party tech support), i made sure to be as a specific as possible for this job. I told D&F that it was a check valve replacement on a unit in the attic. I followed up by email with a photo and description of the unit (model number, serial number and part number). D&F was going to add that info into their job description system for the plumber to review. Fee was $119 for inspection and quote and if you hire them the same day then the $119 was part of the cost of repair. I agreed. Plumber (*****) shows up and was unaware of what the job was (1st red flag). We walked up and getting ready to go into the attic, ***** said that he needed $500 to walk into the attic per the policy. I was flabbergasted. $500 to walk into an attic. He refused to go up unless i paid another $500. On top of that, any work to be performed was over and above the $500 so the $500 was just to walk up into the attic and nothing more. So now my inspection and quote was in essence $619. He left as i refused to pay that. Called D&F back and a very rude person said that i had an agreement and would not refund the $119. My agreement was for $119 for an inspection and quote. Not $619 for inspection and quote. Granted the appointment confirmation text did say ************ ***** finds "creative solutions for customer", not that you will like the creative solution.

  

  Business response

  02/03/2023

  After making a responsive trip out to the customers site to resolve a problem that resolved itself, the customer requested a second visit for a different issue we had not assessed. Our pricing is up front and clear when it comes to scope of work. Due to liability and the process we follow to keep *********** safe and proper assessment there are sometimes charges for investigation however that is assessed on site by our professionals.  We do waive a $119.00 *********** Assessment  when work is booked. This is information provided at each time of booking.  We work hard and pride our company in standing behind our licensed plumber skillset and ongoing knowledge and continued training. We pride ourselves in transparency and would never rely on someone booking an appointment to understand the scope of work onsite.  We leave the expertise for when our plumbers arrive and provide an assessment for the situation,

  We would request that due to the outcome this review would kindly be taken down.

  Customer response

  02/03/2023

  Complaint: 18833102

  
  

  I am rejecting this response because it still does not address my point that the issue to be addressed was a known and the location of the work was a known and was entered into your system and supposed to be forwarded/accessed by the plumber. ******* arrived knowing neither the issue nor location. I was completely taken off-guard for a $500 charge to take 10 steps into an attic over and above any other charges. I will not rehash what I stated before. 

  
  

  Sincerely,

  
  

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

• Initial Complaint

  11/24/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Search D & F Plumbing a if .I Tvurs agu They run a bait and switch trick by stating the $119 inspection fee will be waived if you move forward with the technicians quote. They refuse to give any estimate for even a best case or worst case scenario for the job because they know they charge ****x the standard market cost and they want you in the hook for the 119. I provided a thorough explanation with a video for the job and asked multiple times for an estimate of what the job would cost. When the technician arrives you learn just how outrageous the gouging will be. To install a dishwasher that required no special work it'd be more than $800.The technician was friendly but knew this shady business practice happens all the time. He did nothing to inspect and started by saying it'd be $800 if I wanted to move forward knowing that no reasonable person would pay that and he wouldn't have to do anything. There's no reason that 800+ couldn't have been shared with me as an estimate prior to arriving and prior to agreeing to the inspection fee. The billing department doesn't listen to any reasonable request to waive the inspection fee and instead tells you they recorded you accepting the inspection fee. They claim they charge a fair market price and have been in business since ****. While this might not be illegal (I'll be researching this later) as a business practice, it's clearly deceitful, dishonest, and the most unethical practice I've seen from any business. I tried resolving this with them directly before going to a review like this but they're clearly prepared for customers they've ripped off with this trick in the past and refused to consider any resolution other than stealing $119 from me. Truly shameful.

  

  Business response

  11/25/2022

  Hi **** - Thank you for providing feedback to us as it helps provide clarity.  *********** was able to quickly assess the set up of the dishwasher and because we follow safety and stick to ****** plumbing code he was able to verify the best solution and a good plan to install your dishwasher.  We pride our journeyman plumbers in their knowledge and making sure our team keeps to a high  standard of plumbing safety and following what is best in the industry.  We would move forward in the same manner with your project to set your dishwasher up properly installed following plumbing safety and code standards.

  ********** is not willing to install the dishwasher because it is not a normal install.   The set up currently is not up to code and needed to be replumbed in order to satisfy code.  A proper installation of a dishwasher requires piping fed from an individual shut of valve located in the kitchen cabinet independently feeding the appliance only separate of all other fixtures via a 3/8 supply line. ********** provides standard installation.
  

  The estimate showed an additional discount on top of our $119.00 being removed off of your bill if you would have gone forward with the work.  With sending licensed journeyman plumbers out and at the ready all over ******** and *************************.   The Journeymen Plumbers are ready to get to work in a well stocked truck and ready to get your issue resolved to the highest standard.  I hope walking through the piping reroute to keep the dishwasher install to code was helpful.  If you have further questions we welcome you to call in and speak with our service department.

   

   

• Initial Complaint

  09/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Thursday, September 8. I scheduled an appointment for the removal of the toilet before a new floor was installed. The plumber would then reinstall the toilet. When the plumber came, I asked if he could also help with the appliances in the kitchen, the refrigerator and washer needed to be disconnected as well. The plumber quoted me an extra amount and had me sign the quote. Immediately after, I told the plumber that the extra work in the kitchen was too expensive and that I would have a family member help me. He understood and agreed. I paid the entire bill to the second plumber that came later to reinstall the toilet. However, now they are charging me for the work that they quoted me, but that was never done. I have explained who the plumber was and to confirm with him, but they continue to press me for the extra cost. Please help.

  

  Business response

  09/21/2022

  Hello ******

  We have worked with customers for 95years and pride ourselves in standing behind our word and our work.  After researching your job i noticed the return of $315.00 for the material that was to be ordered and did not make it through to you.  Thank you for bringing this to our attention.

  Customer response

  09/21/2022

   
  Better Business Bureau:
  
  After many conversations and explanations, on my part, I finally spoke to a manager. That was finally what changed the response. I know now that this company does not have the customers best interest in mind. My bill was finally adjusted. 
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  09/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ************************* call D&F Plumbing on 6/16 due to a leak that could not be pin pointed. The appointment was made at 8:00am. Without letting us know changed it to 9:30 while we were opening. The D&F employee could not do the work wasting our time and left. Then came back the fallowing day. After owning the business for 23 years and have done all the plumbing along with Apollo Drain am extremely familiar where all water lines run and what has been repaired. I talked to a very bubbly girl who said we have all the coolest tools and they would find the leak no problem. The only reason we did not call Apollo first was there equipment was down. D&F walked around for a few minutes just listing for a leak, left without any answer then send us a bill for $599 along with an invoice to re plum the for $2500 to plumb the establishment above ground and along face of walls. We refused the charge on are credit card as Apollo drain came walked in the door and found the leak in 15 minutes and quoted the repair for $4000. Which we went with. D&F automatically turned us into a collection agency after accomplishing zero work, pretty much lying to us about there equipment they were bring which was simply a metal detector and the D&F employee did not even want to be there and sending us a $22500 unnecessary. The entire situation with D&F was unbelievable and extremely unprofessional including a huge waste of our time.

  

  Business response

  10/12/2022

  Wanted to take the time to respond and walk through Leak Detection scheduled job.  We work very hard to accurately find the area the leak is in however there is a small chance on a very low volume of jobs that we are not able to find the area of the leak.  

  We have to rely on sound frequencies to pick up the water and other noise in the area can prevent or block the frequency that the equipment is picking up.  We arrived efficiently and did the service but these services are not guaranteed.  There could be 10 percent or less that *** not have success.

  The cost of doing the service is what you agreed to pay for.  Plumbing is hidden in the ground, walls, ceilings  and there are multiple variables that come into play.  We hope this helps.

  Customer response

  10/12/2022

   
  Complaint: 17897004
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

   This is a blatant lie. Why would you walk into an establishment after saying you have the best equipment in the world then send us a quote for $22,000. In 23 years of business we have never had an issue like this. ****** walked in the door found the leak in 15 minutes and repaired it. I have all documentation from both parties. Thank you,

   

• Initial Complaint

  08/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My faucet outside broke and water was coming out. I called D & F Plumbing to come out and fix the problem.******************* came out and said to fix it, it would be $1000 to replace the facet. I then told him about the flooding in my back yard and the problems I was having in the winter of ankle deep water. He spent a long time in his truck discussing the problem with his boss and they came up with a plan. They would combine fixing the facet with the backyard. They would take care of the facet that day and come back and spend five days putting in a sump pump and get the water out of the back yard to the cost of $11, 875. I said that I had someone coming next week to give me a bid but I couldn't leave the leaking facet. He said I had to sign today to get the deal otherwise leave the water leaking until I decide about the back yard. He wrote down replace one frost free hose faucet. done. excavate and remove a small tree. did not do it was already done by the time they got there. excavate down about 4 feet and install a perforated sump basin with sump pump, filter fabric and drainage rock, trench to rain gutter and hook to existing rain drain maybe 10- 15 ft I would get an electrician to wire the system up and this was at my expense then cover up. This was far more work then putting in the pump fo $1000. It turned out one day they dug hole and trench after they didn't show up for two days with illness. and one morning to cover it up. But sump pump is exposed and sticking up in the middle of my yard now not useable. I had to add 20 bags of dirt just to somewhat hide it but the problem is. there is still all this flooding on the south side which they said they would fix for more money. I paid half to start and owe them the other half but don't want to pay them for a day and 1/2 of digging and dropping pump in which only cost $600 at my cost. I still had standing water this spring on the south side.We talked about how they could solve it but they want more money.

  

  Business response

  09/22/2022

  We want to respond to your project by taking the time again to walk you through the depth and scope if work entailed in your job.  There was excessive removal of dirt and prepping time involved.  This involved trucks running back and forth to unload. 

   

  There was alot of rock install for proper drainage and we added a clean  out for your rain drains to make things efficient for you in the future.

  Our crew got to work once you approved the solution.

  We had a hiccup on scheduling with our team member being sick with covid.  We do not want to expose anyone so there was a delay.

  The top exposure was to allow access if there were any necessary access needed in the future.

  This was a man hole cover that was exposed. This would be for future access.

  Thank you for reaching out we hope this additional walkthrough  and we hope this further clarification helps. 

   

   

• Initial Complaint

  06/25/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  D & F Plumbing was in my home at **** N Russet on June 13, 2021 and apparently did "work" without my written authorization they are now trying to collect $695 from my tenant ************************* for. The plumber from ***** that did this unauthorized scam work is named ****** Shock. While in my home without my consent he emailed me a written estimate for $695 to attempt to clear a floor drain. I did not sign the estimate and told him verbally I refused to sign it because he works for a predatory company with overwhelmingly horrible reviews on BBB and Yelp. Emy at Accounts Receivable at ***** has confirmed in writing that ****** did unauthorized work without my knowledge, anyway. ***** is now trying to extort $695 out of my tenant ***** or destroy her credit. They are a disreputable company. I hired a different and much better company, ProDrain, which I have hired several times, to fix the problem. ProDrain told me the next day that the drain ***** wanted $695 to snake was not the problem because they could pretty much immediately tell me, at no charge, that I had a mainline sewer clog and backup. They then snaked that clog at a charge of $295.00. ***** had wanted $1500 to do the same thing the prior evening, which I refused to pay. I just wanted this scam artist ****** Shock out of my house so I could get a competent and reputable plumbing firm like ProDrain in. I want them to stop threatening my tenant ***** and I want a refund of my $199.99 misdiagnosis fee. I attached the fraud/contract I did not sign for this $695 "work" I refused to authorize. ***** refuses to disclose to me who "Autherized" is or what the hamster-like scratch marks that are supposedly a customer acknowledgement are. I did not sign any contract with this scam company or authorize this $695 scam with scam artist ****** Shock in any way. I am guessing he is the one who signed the non-contract/fraud to authorize himself to scam my tenant for $695. This scam artist should be delicensed.

  

  Business response

  07/18/2022

  Hi *** - Thank you for taking the time to share your experience with us. We do our best to find a solution that fits every budget. It is important to us that all of our customers are treated fairly and given a reasonable quote for the work they need done. We appreciate your feedback and will use it to improve our services in the future. 

• Initial Complaint

  04/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We scheduled a plumber to come out on April 18, 2022. On the front page of D&F Plumbing's website, there is no mention of a required charge for having someone come give an estimate for the work. On the phone, we specifically asked if there was an hourly rate or if they could give an estimate for the work and they said they could not do it without seeing the work (despite the fact that we already had the part and knew the diagnosis). A plumber came out on April 18, 2022 and gave us an absurdly high price for the work so we had to reject it, and they said we owed them $119 for coming on site. This was not mentioned beforehand, and it's also shady practice to overcharge us knowing that we would have to accept the high bid to get our $119 back ($600+ for changing out the p-body drain, which we already bought all the parts for, would take 90 minutes - average cost for a plumber is $45-200/hr).I've called them on 04/18/2022 and they said they have a recording of us acknowledging prior to the visit that the visit was going to be $119 so they can charge us $119. I've asked to hear the recording (my partner and I were both on the call and don't recollect the $119 mention, despite him asking multiple times for an estimate of their rates on the call) and they said they'd call me back. It's been almost a week and no call back.I would like a refund of the $119 back. You can't charge a required refundable $119 but it's only refundable by the customer accepting a rate that is almost doubled what it should be.

  

  Business response

  05/05/2022

  We wanted to provide information to you on the call with all booking information.  Our customer care specialists adhere to rigid guidelines to provide transparency for any one reserving time or work from our highly skilled licensed professionals.  Please call in to our office and request to listen to the booking call and our team will be happy to play the recorded version of your initial booked call.

  We take pride in our services from the call booking to the completion of each job so we are always working hard to provide any clarity on our process for our customers.  

*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. ↩