ComplaintsforPlumbline Services

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 25, 2023 Plumbline (******) arrive to replace a garbage disposal. Recommended a 3/4 HP replacement and commented that he had one available. At this point, there was no indication of the cost involved. As he started replacing the disposal, he noted that one of the valves was corroded and needed replacement. I agree to replace the valve, but later found out he replaced all 3 valves (which was not necessary). Again, not transparency on the cost to replace one valve, let alone 3. He proceeded to shutoff the the main water valve to replace the valve(s). After that, he tested all the faucets and everyone was working except the guest bathroom sink which has a very low pressure. He worked on troubleshooting the low pressure for over an hour, ultimately recommending that we replace the faucet. The next day, our dishwasher would not work and I contacted Plumbline only to be told that the earliest they could get someone out would be Tuesday 8/29. On that date, another plumber (*****) arrived and immediately noticed that the valve feeding the washer had not been turned on. We went four days without a washer due to sloppy work from ******. At that point, ***** committed to have the Operations Manager, (***********************) call us to work on a resolution. Have never received a call. I contacted my credit card company and asked to put a stop to the charge. ****** provided a bill for $1,333.50 for his work which included a $99.00 a year VIP *********************** which, again, I did not ask for. Plumbline failed to be transparent in what the scope of service was required and the individual charges. There was no breakdown of labor/parts. Cost for replacing disposal was $867.00. Cost to replace 3 shut-off valves was $367.50 VIP Plan $99.00. I would like Plumbline to review my concerns and provide a reasonable costs for replacing disposal and one valve. The fact that there is no transparency is a serious business issue.

  

  Business response

  09/29/2023

  We're sorry that a valve was left off, leading to an additional visit, as we strive to deliver quality repairs that are free from defect on every single job. Certainly, returning in a timely manner to address any concerns is something that we must do and any delays along those lines are unacceptable. We will absolutely work on ensuring that revisits are prioritized above all else. In relation to pricing, as we always do we provided options and exact pricing in advance of any work. That estimate was provided in writing and approved before the work began and was completed at the agreed-upon price. It was completed in a workmanlike manner and we continue to stand behind our repair. All of our pricing is flat-rate, ensuring fair and consistent pricing that does not change as a project progresses. 

  Customer response

  09/29/2023

   
  Complaint: 20585027
  
  I am rejecting this response because:

  Plumbline is not taking any responsibility in providing subpar service and very little transparency on their pricing.  Gauging a senior citizen $1330 for a disposal replacement is not serving the community.  Furthermore, they do not offer any compensation for not connecting the water line to the dishwasher and inconvenience us for 4 days without a dishwasher.  Also, their suppose $99 preferred customer coverage resulted in us waiting four days for them to respond and correct the issue.  I firmly believe that Plumbline needs to step up and provide some form of relief, perhaps $500 for the poor service and lack of transparency.  I am sure our NEXTDOOR neighbors will be happy to find out that Plumbline is not a company to do business with. 

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

• Initial Complaint

  08/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My 3 yr old hot water heater goes off randomly. I have called Plumbline and had them out multiple times but the problem continues. Each time they state it MIGHT be this or that but never fix the issue. The last time they were out they wanted me to "keep an eye on it". I called and let them know it went out again. No response or action from them. It went out again last Friday and I called. They told me someone would call me back. The person that called and left a message said they would call on Monday. They did not. I called Tuesday. Then I got the run around again. All while having no hot water for 5 days. Now they want someone to come out again. I am done with them and want this unit removed and replaced at their expense.

  

  Business response

  09/04/2023

  We're sorry to hear that you continued to experience issues with the water heater after our initial visit. Despite our labor warranty being expired, we performed the initial diagnostic and found the intake clogged with hair. We cleaned it at no charge and asked that you let us know if you have any additional issues. When you asked us to return a month later we found the gas control valve failed and replaced it at no additional charge. We appreciate the trust you placed in us with the initial install and hope that our willingness to address the issues well beyond the warranty period displays our commitment to living up to that trust. To our knowledge, there have bee no additional issues with the unit since the second visit. 

• Initial Complaint

  07/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  6/12/23, ******* arrived to do my furnace and air conditioner maintenance, sold me their VIP service and left without doing anything. I called to discuss this on 6/12, 13, 16 & 20. I finally received a call back from **** on 6/20. He said he wanted to earn my business back and that ******* had not delivered the service he expected. He asked for a second chance and that he would send ****** the next time. 6/21: ****** arrived and told me that my furnace blower was so dirty that he couldnt clean it and that it needed to be replaced. He told me that my air conditioner was too dirty to test the coolant and that the coils would need to be cleaned first. He told me that he would be back on 6/27 to replace the blower, clean the air conditioner and re-test the coolant. 6/27, ****** did not show up & no one called me. 6/28 I called to find out when ****** was coming. No information. 6/30 I called to find out when ****** was coming. 7/5 ****** arrived and replaced the blower and cleaned my air conditioner. He charged me $1700 for the fan and 3 hours of labor. 7/6 I called a friend who is retired **** and he said the blower was at most $100 part and the rest was simply labor. Plumbline charged me $1600 for 3 hours of labor. This is $533.33 an hour. According to HomeGuide ******************************************** the hourly rate in ******** should be no more than $150 per hour. My retired friend said he charged $135/hr. This is price gouging and certainly did not earn my trust back! 7/7 I called ****. 7/10 I heard back from **** in a voicemail and he said he would call me again the next day. 7/11 no phone call from ****. I called at 2:30 pm and left a message. 7/12 no phone call from ****. I called at 6 pm and left a message. 7/13 & 14 no phone call from ****. 7/17 no call from ****. I called at 2 pm and left a message. 7/18 no phone call from ****. I called at 3 pm and asked that I hear from Todds supervisor. 7/19 no phone call from Todds supervisor.

  

  Business response

  07/20/2023

  We are sorry to have failed you, *****. In all that we do, we strive to provide our clients with an outstanding experience and take failures in that regard very seriously. Thank you for taking the time to speak with us and allow us to make this right. We appreciate your having trusted us in your home and look forward to the opportunity to serve you again!

  Customer response

  07/21/2023

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

• Initial Complaint

  06/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've been reaching out to Plumbline Services for 2 weeks and have not heard back. The company performed a sewer replacement and in the process they cut the sprinkler lines. Additionally, there is now a sinkhole where the sewer was replaced and the sprinklers were cut. I reached out on June 1st, June 4th, and 3 times since via the phone.

  

  Business response

  06/20/2023

  We're sorry to have frustrated you, but hope that you understand that our agreement with our client included a written agreement that settling was likely to occur and that additional fill, ground covering and sprinkler repairs were the responsibility of the homeowner. As the buyer's agent, we understand your desire to get these issues resolved even though it isn't in keeping with the agreement we made with our client. As a courtesy to our client we have returned and added additional fill-dirt to offset the settling that you noted. We trust that this addresses the concern. 

• Initial Complaint

  04/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Installed a mini split system through Plumbline Services on 3/7/2023. We were immediately disappointed with the quality and appearance of the installation and have since been frustrated with the customer service trying to fix our complaints. The crew installing the system did not seem familiar with the units; half of the drain lines are directed straight towards the foundation of the house. They did not have the condenser we needed so upgraded the unit to a larger one (without asking or informing us) and the larger one is >2 ft larger than the original, a huge eyesore. The condenser is also not mounted well outside; instead of pouring concrete the installation crew grabbed some pavers we had in a path around our garden and mounted the unit on those instead; we find the use of our property to aid in the installation of a system unacceptable. The tubing on the outside of the house is all black, instead of white like the representative told us, which makes the house look cyberpunk. The representative also sold us 4 indoor heads when 3 would have sufficed, in general feel oversold. Lastly, plumbline will not provide you with an itemized contract for their services which is frustrating to compare with others or dispute anything.The day after installation we voiced our complaints to the representative who sold us the system. He came out and logged them but a month has passed with no updates or action, and does not answer or return calls.The mini split system operation is unreliable and not intuitive to use; with all the other issues at installation we are not confident it was even installed correctly.

  

  Business response

  04/13/2023

  Thank you for bringing this to our attention and for taking the time to help us come to a resolution. The equipment changes required to finalize the corrections are currently on-order and should arrive mid-May due to Mfg. availability. We appreciate your willingness to work with our Senior Manager to find a mutually beneficial resolution to your concerns. We look forward to implementing those solutions as soon as the equipment is in our hands!

• Initial Complaint

  04/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I returned from vacation February 12 to find I had no hot water. I called Plumbline on the 13th to schedule service. I was scheduled for the 15th.I told the technician that I had no hot water and that my heater was only 4 years old. He went down in the crawl space to look at it, then went to my electrical box, then back down in the crawl space. I heard him talking on his phone to someone. Finally he came back up and said that the thermostat was tripped for some reason but that he had fixed it. He then billed me for $230.I took a shower and did a load of laundry. Later that evening, I started to do dishes. There was no hot water. The next morning, I called another plumber recommended by my realtor. When I opened the door to the crawl space for him, I noticed that the ladder that leads down there was broken. The Plumbline technician had broken it and not said anything. Did he think I would not notice? I had recently replaced the furnace filter so I knew it wasn't broken before.The second plumber said one of my heating elements had gone bad. He replaced it. (He showed it to me and it was covered in mineral buildup.) He asked what the first plumber did and I told him. He said the first plumber must not have checked the heating elements because that was obviously the problem. All he had done was reset the thermostat. I think he was hoping to come back the next day and sell me a new water heater or at least a thermostat, which was not the problem. (****** in his notes he states that there will be no credit toward future work.) I guess he was calling someone for help as he didn't know what he was doing.I sent Plumbline an email on February 18 informing them of the broken ladder and questioning the technician's skill and motives and requesting a full refund. I have not received any response from them.

  

  Business response

  04/13/2023

  ************** was called out on a complaint of no hot water. He quoted a diagnostic fee, received authorization, tested the unit for electrical continuity and ultimately determined that the thermostat was tripped. He reset the thermostat and tested the unit, restoring function. We're sorry to hear that the unit stopped working shortly thereafter and in hindsight agree that a more thorough inspection to determine the cause of the tripped thermostat would have been warranted. We will happily refund the charges to your credit card, per your request, and appreciate your having brought this matter to our attention. 

  Customer response

  04/17/2023

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

• Initial Complaint

  03/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Plumbline Services (employee: ****) replaced my hot water heater 2/24/23. My old water heater was 40 gallons and **** said they are replacing 40 gallon heaters with 50 gallon heaters instead. Several days later we noticed three cycles of loud thuds every 7 minutes, metal screeching for a few minutes, and the air coming out of the top of the hot water heater causing the unit to vibrate. I called Plumbline the week of 2/27/23.3/4/23- **** returned to look at hot water heater: - There was a malfunction code and he would have to contact the manufacturer 3/6/23 to see what it meant. 3/6/23 -no show, no call.Plumbline said **** would come by 3/7/23. **** called to report he ordered a Pressure Switch from the manufacturer and was told it would take a week. **** believes "the noise has something to do with the venting going from 3 to 2." (40 gallon to 50 gallon?)Called Plumbline 3/15/23 to follow up, they sent message to ****: I did not receive a call back.Called Plumbline 3/16/23 to follow up again, they sent a message to **** and his manager, ****. **** called that night and reported The pressure switch did not ship and he would order a new one. **** said he would be out of town for the weekend but would call to install it 3/20/23. I LM for **** *************) letting him know that would be fine.3/20/23: no call, no show.3/21/23: no call, no show.3/22/23 Called Plumbline to complain about the lack of follow up and increasing concern about the safety of the hot water heater. Spoke to ****** and she forwarded a message to ******, dispatch supervisor, to get an update. She promised we would hear back from them that day. We did not.3/24/23 ****** left message. We left message in return.3/27/23 Spoke to ****** who promised we would hear from **** "within 24 hours."3/28/23 We still have not received a call. It has been over a month.We want the hot water heater replaced with a new one that works.

  

  Business response

  03/29/2023

  We are terribly sorry for your experience thus far and will happily replace the unit as requested. The communication from our end was simply unacceptable and it is our intention to serve you to the best of our abilities going forward. We will immediately reach out and schedule the replacement, as requested. 

  Customer response

  04/05/2023

  Yes, my complaint was resolved. Plumbline reached out to me less than 24 hours after you notified them. They replaced the hot water heater a few days later with one that works and I received a refund for the difference in cost today.  Thank you very much for your help.  
  
  Sincerely, 
  *******************************
  

  
  

• Initial Complaint

  03/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On March 14, my husband contacted Plumbline and schedule a sewer line clean prior to an inspection. The service was completed. On March 15, the line was video inspected (scoped) and there was severe root infiltration in two spots and major root infiltrations. It appeared the line had not been cleaned. I contacted Plumbline who indicated we needed to order a different service to "clean" the line. That service had not been explained to my husband which the Plumbline rep confirmed by listening to the recording. She said that she would escalate to her manager. I have yet to receive a call.We contracted another company to clean the line. It was scoped again and the inspection was clear. Plumbline did a terrible job and as a result, an additional cleaning and a second inspection of the line were required. I attached pictures of the the severe root infiltration. There were also two major root infiltrations.

  

  Business response

  03/30/2023

  Thank you for taking the time to speak with me yesterday, ******. We apologize for misunderstanding your specific needs and for failing to tailor the services to meet those needs. We have processed a full refund per your request and will provide additional coaching and training to our teams to prevent this sort of occurrence going forward. We appreciate the opportunity to serve you and with you the best with your home sale. 

  Customer response

  03/31/2023

   
  Better Business Bureau:
  
  I appreciate that I was refunded my money. and consider the matter closed. The Plumbline representative explained that the $93 drain clearing service is intended to restore flow. I looked up the definition of clear which is free of any obstructions or unwanted objects. In our case, we already had flow and we wanted the line to be free of obstructions. The representative felt it was acceptable for the line to have severe root infestation post their clearing, but apologized that the service (Plumblines definition) was not explained.
  

• Initial Complaint

  03/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Feb. 7, 2023, I had plumbline services install a new whole house humidifier. I just spent ******* on this system and the system is still leaking 2-3 gallons per hour. Actually, when this humidifier was install, the technician knew that we had an AprilAire system. I thought that they were installing an AprilAire system. After the system was installed, I find out that the technician installed a ****** system. I called two weeks ago to let plumbline know that the Humidifier was running to much water. The City of ****** Water was just at my house to trouble shoot to find out where the current water is coming from. The toilets were find, so that is not the issue. The ****** water department informed me that the water is coming from the humidifier 2-3 gallows per hour, they confirmed this. When I called plumbline two weeks ago, they said everything was alright with the humidifier. I am sorry, but plumbline has not resolved the issue with the leak. What is disappointing is that this was a new system just install on Feb. 7, 2023. The ****** water field service worker informed me that there is either a problem with the Cylidoid or a water sensor is not working correcly. This is more disturbing since this is supposed to be a new system. I feel like I did not get a new system with all componets being brand new. I want plumbline to install a new AprilAire system not the ****** system. Plumbline is responsible for crediting me money for the past month since the system is leaking and wasting 2-3 gallons per hour. Thank you for your support.

  

  Business response

  04/06/2023

  The system installed has been inspected thoroughly and is working in accordance within manufacturer's guidelines. If his new water monitoring system is showing 2-3 GPH that is entirely in-line with a humidifier that is capable of expressing up to 34 gallons per day into the air. None of these systems are 100% efficient in their delivery and there is certainly expected loss to waste, per the system's design. The model that was installed, albeit private label for *****/****** is manufactured by AprilAire and is a direct equivalent for the old humidifier that it replaced. It's capacity to express humidity into the air as well as it's efficiency in consumption are the same as they were before the old unit was replaced. Installing the same unit with different badging will not accomplish a reduction in consumption and is not a reasonable solution. The only significant change is the client's monitoring and awareness of the specific consumption through monitoring. 

• Initial Complaint

  01/13/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I had a leak in my laundry room and called Plumbline. The tech came and confirmed it was coming from the cold water spout (that hooks up to the washing machine via a hose--it has a splitter and a second hose to the dryer). He said he would replace the washer in the hose. Then he suggested an overflow tank on my hot water heater and I explained the heater was 6 years old so I didn't want to get it done only to have to replace everything in a few years, but I agreed to a tank flush and fixing 2" of pipe above the tank which he stated would not have to be redone at the time of a heater replacement. He fumbled around on his iPad and couldn't find pricing and then told me if I bought a VIP membership, I would save $ (which was untrue). After he completed the work, he told me the washer in the hose didn't fix the leak and that it would cost me $250+ for a new hose (an $8 part). So I said no to that. After he left, I unscrewed the hose and then screwed everything back together and the leak stopped. I feel I was price-gouged on the services I did agree to and that he attempted to price-gouge me on the leak which was an easy fix. He was also dishonest and told me the copper pipe he replaced (2" of pipe for $477) would last a long time but then said when I got a new hot water heater it would have to be replaced whereupon I said, "That was the reason I didn't want the overflow tank...I didn't want to invest in something that wasn't immediately necessary and would have to be replaced anyway." I let him know I was disappointed that he did fix the leak--the reason he came in the first place. I spoke with *****************************, Ops. Mgr. ****************** said he called me (no he did not) and he was rude and accusatory towards me on the phone. I had to get off the phone and told him I would call back and I did 2x but he has not contacted me to resolve the issue. I would like a partial refund.

  

  Business response

  01/19/2023

  We have reached out to the client to review her concerns and ensure her satisfaction, making concessions to that end. ************** was called out to correct a leak from an unknown source which she initially believed to be coming from a bathroom. He thoroughly evaluated the homes plumbing systems, finding an active leak on the washer and steam dryers supply hose. He also found inactive leaks on the water heater shutoff and T&P valve. He also correctly identified that the water heater was missing a thermal expansion device which is required by code and manufacturer install guidelines. He provided pricing and options to correct these conditions and was approved to repair the shutoff valve to the water heater and perform maintenance to it, including a flush and tightening of the T&P valve. The client chose to seek a cheaper alternative to replace the leaking washer hose and he respected that decision. He performed the authorized services at the price that she agreed to in a professional and workmanlike manner.

  Customer response

  01/19/2023

   
  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 although I don't agree with everything stated by Plumbline Services. Operations Manager ***************************** told me he called me and left a voicemail, but when I expressed that I never received a call or email and for him to please confirm the # he contacted, he did not respond and he was not interested in hearing my side of the story.  I was then just waved off and given a full refund despite my request for a partial refund.  I have removed my Yelp review, I contacted ************************* team to let them know this issue has been resolved, and I accept the resolution formally with BBB.  
  
  Sincerely,
  
  ****************************

*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. ↩