ComplaintsforPlumbline Services

• Initial Complaint

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I scheduled a HVAC tune-up in early July for August 20th. On August 20th, I received a call requesting to reschedule due to lack of available technicians. I rescheduled for the following Tuesday, August 27th. Today, August 27th, I received a phone call confirming my address. The customer service rep ******* asked if I had a unit above or below me, since I live in a condo. I confirmed a unit below, to which ******* explained is considered a commercial address by Plumbline, and thus wouldn't complete the tune up. No where on the website or during the process of scheduling an appointment was I informed of this policy. I cleared my schedule twice for this process, only to have it fully cancelled by the company, even though the residence is not commercial.

  

  Business response

  09/23/2024

  We're sorry that you experienced this and for any inconvenience that it caused you. Unfortunately, it is our policy not to service multi-unit dwellings because of their tendency to have utilities in common, like water supply, waste and electrical in addition to exclusive-use items generally requiring special access, or conveying through other units, or being the responsibility of the property rather than of the individual owners. We will modify our T&C documents to reflect this limitation and are sorry for the frustration that it caused you. 

  Customer response

  09/23/2024

   
  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.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  07/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Installers took much longer than expected at 12 hours versus 8 hours. We have been very happy with our new furnace and AC unit. Unfortunately today, this unit failed the inspection for safety reasons (Improper combustion venting). We had previously provided a 5 star review, but this changes that. The inspector said this shouldn't have been missed, it is a routine install component. Hopefully, the correction from Plumbline will be done right this time and we can pass our inspection.Update: Plumbline had to cut two large louvred vents into our finished basement wall. This should have been communicated prior to the install. It seems they were either unaware of this building code or tried to see if it would pass inspection without this. Disappointing chain of events here. Review is now down to one star. Wrecked my wall Updates: It passed inspection, inspector said the vents cut in were much larger than required. ****** called to inquire and said hed work with us on a solution for the wall damage and 18x18 holes they cut for these vents. But weve not heard back.Updates: Plumbline rebates are not real. Its a credit card that can only be spent at **********. Frauds at Plumbline. Wed give them zero stars if possible. Going to file now with the BBB.

  

  Business response

  07/24/2024

  Thank you for taking the time to speak with us to address your concerns. We appreciate your willingness to work with us and are thrilled to have come to a satisfactory resolution. We understand the trust that you placed in our with such a large project and never want to take that trust lightly. Should you need anything going forward, please don't hesitate to ask. 

  - *******************, Director of HVAC Projects.

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'm frustrated with Plumblines customer service in regards to our HVAC unit. We purchased the unit in 2017. It has a 10 Year warranty on parts and labor. In 2022 we called Plumbline to help with the unit freezing up and not cooling our house. They were unable to find the issue. I used another company to service the unit. In 2024 another company was called to diagnose the problem which was a faulty **** I spoke with multiple HVAC companies and all have confirmed that a faulty TXV is uncommon and not related to not servicing the unit. I would like Plumbline to correct the issue with the ****

  

  Business response

  07/09/2024

  We have spoken at length with the client but were unable to concede to her request for free repairs. Although she does have a 10yr parts warranty on all registered equipment through the manufacturer, there is no labor warranty in place. She is able to access the manufacturer's warranty for parts coverage through any manufacturer-authorized service provider, which likely includes the company that she hired to diagnose the issue. We did provide her with a verbal quote for labor to replace the **** though we would want to complete a diagnostic to verify the findings before proceeding with any repairs. The client declined to proceed with any chargeable services. 

• Initial Complaint

  06/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Plumbline services installed a static dust filtration system in December for $960.00 and was told by the technician if I didn't like the system, they would remove it and give me a refund. On 5-17-24 I changed the filter for the first time, and it started sending a spark every 30 seconds through the vents. I called plumbline on this day, and they came to look/fix the problem on 5-28-24. approximately 5 minutes after the technician left it started sparking again. I immediately called them back and told them to remove the system. I wanted a refund. on 6-18-24 they removed the system and I called and left two messages with ***************** HVAC manager about my refund with no response. On 6-21-24 I called and left a message with his supervisor *********************** also no response. Plumbline removed the system and is refusing to give me a refund this is THEFT and FRAUD. what kind of company doesn't even have the common curtsey to call you back?

  

  Business response

  06/26/2024

  At the time of the installation, the client was provided with a 6 month satisfaction guarantee and we did return and remove the filtration system at her request. We did also process a refund to her credit card on 06/24/24, less the charges for cleaning services performed in December. 

  Customer response

  06/26/2024

   
  Complaint: 21898959
  
  I am rejecting this response because: Once again if you would have returned my calls, I would have been able to explain the whole story but because you didn't, I will spell it out for you on this web site. I was 12 Days past my 6-month warranty. On 5-17-24 when I called your office and told them I had a problem with the system, and I needed it fixed or removed. ******* had to call and push my appointments back and reschedule due to your staff shortage. On 5-28-24 when the technician did arrive and supposedly fixed the problem it started back up 5 minutes after he left. So, I immediately called your office to remove the system. The only reason I was ********************************************************************************************************** that he set the change filter reminder on my thermostat for four months and it never reminded me to change it. so, 6 months and 12 days later when I changed the filter that's when the static noise problem occured (the technician who removed the system said the reminder to change the filter doesn't work). I had every intention on keeping the system until then. The original technician also stated that the cleaning of the system (because he had to take it apart anyway) made it sound like it was all part of the installation. I would not have spent $500.00 to clean the wheel of my 5-year-old new system which I paid you guys $13,000 to install. I did notice you just refunded me $445 which is a far cry from $960.I can't believe after all the business I have given your company you would treat your customer like this. If I don't get the full refund and this doesn't get resolved through the BBB I will take this further TRUST ME. 

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

  

  Business response

  07/10/2024

  In order to satisfy this complaint we will refund the remainder of the money paid, retaining nothing for the work done to clean the unit's evaporative coil and blower assembly. 

  Customer response

  07/10/2024

   
  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  06/20/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Plumbline service was contracted on behalf of ********** to perform HVAC work. Three no-call, no-show appointments later, I received 6 unsolicited voicemails in a row from the firm on the morning of 20Jun2024. This was the date of the last scheduled appointment, which was to occur between the hours of 0700-1000 after two previous no-call/no-shows that led to escalation within the logistics group at Plumbline.I left a message at 0700 on 20Jun2024 with Plumbline that their technician has neither contacted me, nor arrived as agreed and that they were to not contact me at my cell (which was repeated for their benefit in my message) for perpetuity. I clearly stated my intention to pursue with other firms. They continued to leave messages on my phone (multiple different people) during work hours and disrupted my day with the harassment.I called Plumbline at 1810 on 20Jun2024 to ensure that my information was not to be sold and to request that it be removed from their systems with no further contact. The technician refused to acknowledge this or send me a confirmation of receipt of request, choosing to instead try to escalate to a manger who would call me later. I made it clear that I would be reporting this to the BBB and that I will not accept any further calls. Any further calls or abuse of my information will result in action against Plumbline for harrassment, wasting my time, and wasting my resources.I submitted an online request to Plumbline on 20Jun2024 at 1820 for deletion of all personal information from their systems with a confirmation sent via physical mail (I will pay postage, if required).Extremely unprofessional and I do not trust my data with this firm based on their shoddy logistics, failure to follow through with agreed upon scheduling, undue harassment behavior, and refusal to remove my personal information from their system (including never contacting me again).

  

  Business response

  07/01/2024

  We have permanently removed all personal information from our systems and will mail a written confirmation, as requested. 

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to formally lodge a complaint regarding the extremely poor service and lack of professionalism exhibited by Plumbline in handling the air conditioning unit my family purchased from them in August of last year. We have experienced significant issues with both the equipment and the customer service provided by their team.This year, when our AC unit stopped producing cold air, we requested a technician to come out and repair it. Instead of addressing the issue, the technician attempted to upsell us on IR scrubbers and other unnecessary equipment. Consequently, the original problem was not fixed.A month later, the unit completely stopped working. With temperatures reaching 85 degrees inside our home, my wife, three children, two dogs, and I were left in a very uncomfortable and potentially dangerous situation. Despite being VIP Customers, our requests for an emergency repair were not taken seriously. When a plumber from Plumbline came to fix a sink, he noticed how hot it was inside and reached out to his company on our behalf, emphasizing the urgent need to fix our AC. However, our situation did not improve.Plumbline scheduled an appointment to repair the unit but then cancelled it after I had rushed home from work. They rescheduled, and I missed another day of work to be available for the repair, but the technician never showed up. Despite numerous calls, hours spent on hold, voicemails left, and even being hung up on, we still have no resolution. Our AC remains broken, and our home remains unbearably hot.This experience has been frustrating and unacceptable. The poor business ethics, awful customer service, and blatant disregard for their customers' wellbeing displayed by ********************** are inexcusable. This complaint is the first step in my process of escalation to ensure that this matter is resolved promptly and to prevent other customers from experiencing similar issues.Thank you for your attention to this matter.

  

  Business response

  06/25/2024

  We're sorry that you were displeased with our service and trust that the repairs made 06/12/2024 did restore proper function. Please understand that the original visit back in April, and subsequent recommendations, still remain relevant to your cooling effectiveness. The use of highly restrictive filters inhibits airflow, which is necessary for proper cooling function. If you require higher levels of filtration, there are appropriate options that allow high levels of filtration without inhibiting airflow. One such option is what ******* provided on that visit, though he did respect your decision not to proceed with the recommendation. We do also apologize for the timeliness of your repairs. Although they were scheduled quickly, our inability to reach you before dispatching the technician did impact the scheduling. We appreciate your understanding and will certainly look to exceed your expectations should you experience any additional issues going forward. 

   

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I used an offer Plumbline was offering for a furnace tune-up. The tech came to provide a tune-up, and claimed that the furnace was ok, and the flame sensor was clean. The furnace blower area was dirty, and no attempt to clean it was made.This is strictly a sales tactic to get the tech in your door and Below is a description of the offer:"This comprehensive evaluation is designed to keep your system running at maximum efficiency and to ensure safe and reliable operation. No Breakdown Guarantee: If we provide a clean bill of health and you have an issue during that season we will apply 100% of the cost of the tune-up towards any repairs."

  

  Business response

  04/29/2024

  Thank you for taking the time to discuss your concerns with us so that we could address them to your satisfaction. It all comes down to communication and we failed you in that regard. Your feedback has allowed us to refine some of our internal processes to ensure a higher quality of service going forward and we appreciate your working with us to accomplish that. 

  Customer response

  04/29/2024

   
  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.
  
  Sincerely,
  
  German *******

• Initial Complaint

  03/14/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  my hot water heater blow. When the hot water heater blew it caused a gas leak in my home. I called a relative of mine, and I was referred to plumbline through my relative. Once I contacted ********, I was told that they could come out in about a week unless I wanted to join their *** list which cost $100 a year or eight dollars and some change a month. And if I joined this list, they could come out in the morning, which, in my opinion, is shady business practice. Out of desperation, I agreed to join the *** list. at that time they charged my card $8.24. In the meantime, my relative freaked out because I had a gas leak and sent her brother over who graciously replaced my hot water heater in a matter of an hour or two. I called plumbline back to tell them that I didn't need their service in the morning and I would appreciate if they didn't charge me anymore considering I didn't get any service from them. I was told that my subscription was canceled and so was my appointment. But the next month they charged me $8.24 again. So I called them again.This time I was told that when the manager was in the office, she would cancel all of the charges and I would be refunded for what I had already paid. That never happened. I had a bad feeling that they were going to continue to charge my card until I paid up my hundred dollars for service that I've never received, so I put a block on my debit card. And low and behold they tried to charge my card again, but it got declined because I had it blocked. The next day they sent me a text message asking me to contact them. I'm assuming they wanted their $8.24. So I did call them and I explained to ******* everything that I just explained to you in this review and she was kind enough to hang up on me. I'm assuming I'm gonna have to keep my debit card blocked for the next year to get through this without paying for services I've never received.

  

  Business response

  03/14/2024

  We are terribly sorry for your experience and are sorry for the frustration that it has caused. It is inexcusable that the cancellation of your membership was not processed immediately upon request, nor on the second attempt, and we will use this as an opportunity to reset expectations with our call center team in order to prevent this sort of issue going forward. We have happily processed a refund to your credit card, as requested.

  Customer response

  03/15/2024

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  12/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called Plumbline Services to come out and snake my kitchen line at the above address and process of snaking the line the cast iron line was damaged and now is leaking and needs to be fixed. The house was built in the 1950's and has cast iron pipes. The drain tech brought in the snake and proceed to try for 20 minutes with the bigger machine to get the cable down the pipe. Every time the tech tried to get the cable in it would make a pounding sound and it sound like the house was being torn down. I finally said something to the tech what it going, sounds like you are tearing my house down. I'm having trouble getting the cable to make this turn down the cast iron pipe. The tech proceed to tell me that cast iron pipes have a different radius and it is harder to cable started. The tech proceed to try for another 5 minutes if getting the cable into the kitchen line. At this point the tech proceed to go get a smaller snake with a smaller cable and in a very short amount of time had the cable out 40' and the line cleaned. Plumbline sent out a plumber to give me a quote to fix the pipe. The price he quoted was a absolute joke and insult. I told the plumber I would have the pipe accessible to him, I would cut the hole in the cabinet and the plaster to where he would have to just fix the pipe. Also told him that I would put it all back together. He proceeded to quote $2370.00 to fix the pipe,

  

  Business response

  12/22/2023

  Our Division Manager contacted the client on 12/13/23 in an attempt to address his concerns. As the client states, his home was piped with cast iron in the ****s and that piping has deteriorated with age. Prior to beginning any work, the client agreed that there were risks inherent to the clearing activity, particularly so with pipe of this age and of this condition, and the client agreed to assume those risks before we began work. We were able to successfully clear the line using industry-standard processes and equipment, restoring function to the line. Several days later, the client indicated that a leak had developed on the pipe. We returned to the home and found the piping to be leaking beneath some cabinetry. We further observed degraded cast-iron, which would be typical of 70 year old piping. We did not cause the deterioration, but rather performed the activity that the client authorized after he assumed these risks. We did provide options and pricing to replace the failing piping but the client declined the additional work. 

• Initial Complaint

  10/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Service started October around 19th. I had a pipe burst and it was a hot water pipe, pipe was fixed and was $600.00. Damage but very little to the furnace room and a bedroom. Another pipe broke a couple days later and caused much more water damage and I needed to call out a restoration company. The plumber from Plumbline turned the hot water off for the weekend as he was not sure what he was going to do. He said he would call on Monday as I had tickets to a play Friday . He did not call Monday I texted him on Tuesday and he came out Wednesday . He walked the house and looked around for a very long time and had his manager come out to look at things. He manager came out and they came up with that I needed to repipe the entire house and I got a bid for $20,000.80. I am a member so I got a $2,600 off. The original number is$ 22,2600. They installed a **** water shut off valve and charged me $2400.00. Said they took $415.00 off that number. I got very concerned at that point so I called out two more plumbers and they told me the **** water shut off valve retails for $500.00., not $2000.000 and to install is not a long time. Well the **** keeps turning off my water after about 8 minutes , so I shower quickly !!!! I texted the plumber and said it was turning off constantly, no reply , I kept resetting for another 5 to 10 min water before it shut off again. I texted Plumbline that the I was unhappy what they had charged me and I was disappointed that not only did they charge 4 times the going price for the **** device, It was not working correctly. He replied "you can have your money back, sorry for trying to help. I will have a manager call you" and blocked my number!!!!! I had two more companies come out to review what was going on here , they said I was grossly being taken advantage of to immediately terminate the relationship. I looked Plumbline they have many complaints as to over charging !! If I would have proceeded I would have paid $24,000.00!

  

  Business response

  11/21/2023

  ************************ situation is certainly unfortunate. She called us out on 9/26 for a leak above her water heater which was identified as a ruptured water line which we repaired with her approval. On 10/19 we were notified of an additional, unrelated, leak in an additional supply line. At that time we provided the client with up-front pricing including repair options and a recommended a *************** device to reduce the potential for damages, since the client's piping is failing and there is no way to predict or prevent future leaks short of a whole house re-pipe. We repaired the leak and installed the automatic shutoff device, advising the client that we would research the issues and return with a repair plan. We returned on 10/20 to re-calibrate the auto-shutoff, then again on the 24th with both the plumber and ******** Manager to review the situation and formulate an action plan. At that time, we provided an estimate of $15,000 to complete a whole-house re-pipe, as well as estimates to complete additional work, and respected her decision to seek alternate opinions. We appreciate that the additional visit to re-calibrate the unit was frustrating but, having reviewed the up-front pricing that was provided to install and warranty the unit, know that it is a fair and consistent price directly out of our price book which was approved by the client in advance of any work. We understand that you have received the opinions and suggestions of other contractors but are confident in our recommendations and pricing, given the necessary scope of work and history at the property. 

*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. ↩