ComplaintsforPlumbline Services

• Initial Complaint

  11/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had my furnace/ac install on 10/17/22. Within 2 hours of their electrician leaving I noticed my one of my outlets did not have power going to it. I have a few messages for management to call me and still have not heard back from them. I was told by *** the Electronical manager that he would make sure his manager **** will call me back, and I have not receiveda call back.In speaking with the electrical service manager, who refuse to back up his work told me that he can not keep sending his guys out to fix the electrical outlet problem because they are unrelated and will come out but will have to charge me.My frustration is the way the problem was handled.His "experience " electrician did not touch that outlet in the garage; however that outlet was working prior to his electrician getting there to do work and after he worked on my main electrical panel that outlet no longer has power going to it.He told me it's unrelated but if your electrician is working in my main electrical panel and afterwards my outlet has no power to it, it is related to the work your electrician did.He guaranteed that his guy did not touch that breaker. In the process of connecting the new AC/furnace and splitting my dryer breaker, his electrician, ****, manage to not TOUCH wires leading to that outlet?The main electrical panel is not a big box and with all wired going there is a small space to work with.I would understand if he said while working he may have moved wires out of the way to reconnect the dryer electrical.He told me it's unrelated to the work he did the day before and is not responsible. He normally would charge but will not this time.The next morning the outlet smells of burnt wires, his Manger said that he cannot keep sending his guys to fix problems that is unrelated. I had to get a different electrician to fix the problem. The pictures included show the tight space of the panel and the contract that outlines no frustration guarantee and managers have not called

  

  Business response

  11/26/2022

  We're sorry that you experienced this issue and will happily honor the $100 No Frustration guarantee. 

  Customer response

  11/28/2022

   
  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.How will they issue the refund?
  
  Sincerely,
  
  ***************************

• Initial Complaint

  10/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In June 2022, I hired Plumbline Services to replace my sewer line for a total of $16,335. My insurance will cover up to $2,000 of that amount, but they REQUIRE that the contractor who did the work submit a statement that answers these questions: What is the location of the break/collapse/leak and the diagnosis of the issue? What is the linear footage of the break/collapse/leak? What was the specific cause for the break/collapse/leak? The questions need to be answered in writing from the licensed repair person.Since June, I have REPEATEDLY contacted Plumbline Services by phone and email to request that they answer these questions for my insurance company. They have not yet responded. I sent the insurance company the sales receipt, but they are still requesting that the licensed CONTRACTOR submit the information. I am very disheartened by Plumbline Services poor customer service. They were exceptionally responsive when they wanted my business. In addition, they dug up the underground watering system on my front lawn while replacing the sewer line and left all of the hoses sticking out of the ground. While "landscaping" is not their responsibility after digging up the front yard, I did ask that they bury the hoses (not repair them, just bury them). They threw several buckets of dirt on top of the exposed hoses, which washed away after the first rain. The hoses are now completely exposed again.I am hoping that the BBB can help me resolve this issue. While up to $2,000 is just a fraction of the total cost, the insurance will not reimburse any portion of the cost without the required information from the contractor who did the work - Plumbline Services. Thank you in advance for your assistance.

  

  Business response

  12/07/2022

  Thank you for reaching out to us so that we could make things right. It was our pleasure to submit the written statement to your insurance carrier and we have confirmed that this has been completed. We are also happy to trim and bury the sprinkler lines, per your request, and will send a crew shortly to complete that extra work. If you have any further needs or concerns, please don't hesitate to contact me directly. 

  - *** (Senior Excavation Manager)

• Initial Complaint

  10/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10.20.22 Plumbline sent a "plumber" to snake the outside drain to sidewalk & inside laundry room drain, unclog a bedroom bathroom sink, and to stop toilet from running in the powder room. To our surprise, the man was not a licensed plumber and we weren't notified in advance.On 10.26.22 Plumbline sent out a plumber to install a new valve/faucet in the laundry room going to outside back spigot, see why powder rm faucet was dripping from the top of the "stalk", and to see if our water heater needed maintenance.On 10.27.22 I spoke to *********************, Plumbline service manager, to address some of my concerns. I didn't understand why I had to call this AM to get a copy of my bill. When ******* came out on 10.20.22, he was able to give me a hard copy of that day's bill. I also wanted to address that I would have liked to know ahead of time that they didn't sent out a licensed plumber on 10.20.22. Previously, when I had those items serviced or fixed, it was a licensed plumber who came out.I also wanted to discuss that I thought that $294. was unreasonable for seeing what was wrong with powder room faucet. ****, the plumber, said he just had to clean out the top of the stalk type faucet. He didn't fix anything or give me any new parts...per my direct conversation with **** yesterday. Nevertheless, when I saw the bill this AM, it said he put in new components and rebuilt the faucet. **** said that Plumbline charges $294. for touching the faucet in case something goes wrong. Well...nothing went wrong...**** just cleaned it out. I think Plumbline should charge for exactly what they did and not for something in case it went wrong.I wanted to discuss $586. for installing a new valve in the laundry room.I never received C.S. from **************** because he became rude and insulting as soon as I asked him my questions. Apparently, after promptly paying my 2 bills of $232.75 for 10/20 and $964.10 for 10/26...that didn't allow me to receive calm, productive C.S.

  

  Business response

  10/28/2022

  In all that we do, providing clients with fair and exact pricing in advance of any repairs allows them to make informed decisions in their homes. You called us out for preventative maintenance on your main sewer line and we sent a drain specialist to clear the line. When presented with additional needs that required modifications to your plumbing systems he happily arranged for a licensed plumbing technician, as is required. Both of these technicians provided pricing and options in advance of any work, and completed the authorized work in a professional and workmanlike manner. When you called seeking a reduction in price we were more than happy to work with you but your unfounded allegations of wrongdoing, specifically surrounding licensure, lead down a path that did not result in the price reductions that you were seeking. In the end, the work that we agreed to do was completed at the agreed upon price. 

  Customer response

  10/28/2022

   
  Complaint: 18324519
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

   

  I am rejecting the response made by the service manager at Plumbline Services because it is not a truthful representation of what transpired during our conversation.

  He may THINK he is fair and reasonable but his actions prove that is not the case because I was not able to voice my thoughts without him getting very hot under the collar. The reason we couldn't complete our conversation in a calm, reasonable manner was because it seems to me that this gentleman doesn't have the temperament or ability to address concerns when they arise. He immediately raised his voice...started to rant...and...became hostile and accusatory. It was pointless to continue so I told him I was going to put the phone down to hang up. He was still ranting when I did hang up.

  Although I may have had issues with Plumbline, I felt that since it wasn't the job of the 2 workmen who came out... to adjudicate my concerns, I paid my bill on Oct 20th and on Oct 26th promptly. The 2 workmen said that they understood where I was coming from...there were no recriminations, etc. We just discussed my concerns and they both calmly said that if I had concerns, I should call the service manager. That seemed reasonable to me so that is why I placed the call on Oct 27th.

  Going forward, I will not use Plumbline again. In checking with a few other plumbing companies in the last few days, people said that they do sent out licensed plumbers to snake inside and outside drains and several companies didn't have the same response or cost assessment that Plumbline has...in regard to troubleshooting our powder room sink or for the faucet/valve in the laundry room.

  Thank you BBB for letting me voice my concerns.

  Best wishes...******

   

• Initial Complaint

  10/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my bathroom remodeled in the summer of 2017. At the beginning of the pandemic, the spout/diverter for my shower stopped working and I had Plumbline come in and put on a new spout/diverter. Because it was fairly unattractive, now that the pandemic is over, I bought a more attractive spout/diverter as well as a new arm for my shower head. I called Plumbline to install them and they sent someone to my house on September 8th. In the course of trying to put the new spout/diverter on, the "plumber" said we have a problem and told me there would be a gap between the new spout and the wall. I told him that was fine. After about ***** minutes, I went into the bathroom, and discovered that he had, without my authorization, destroyed the perfectly functional copper pipe that the spout/diverter covers and broken a piece of tile. I told him that we should regroup and re-assess and he said fine but not because he couldn't fix it but because I was uncomfortable. Then he lied to me and said someone would be out later the same day to fix it, which I discovered was untrue when I called the main number. Then they sent **** out, who said that the tile needed to be removed to fix the copper pipe. Then a tile guy came out and said it was a risky job. So they sent **** back and he fixed the pipe and put on the new spout; however, the first time I tried to use the shower - after a MONTH - the pressure was awful and the hot water did not work. So, they sent **** out again after I let ***** know about the problem, and he said he'd charge me $169 to fix it because he'd come to my house three times now, he doesn't work for free, and "how was he supposed to know" Plumbine caused the shower/pressure hot water issue. UNREAL. It all was working before this Company came into my house on September 8th. I just want a functional shower and for this company to fix the problems it created. Their business cards say "satisfaction guaranteed."

  

  Business response

  10/28/2022

  We are sorry that you experienced any of the issues noted and were happy to repair the damage that we caused to the stub-out for the tub spout. We charged nothing for the original repair, nor for the corrections, and understand that you are also having an issue with water pressure to the shower which we believe to be unrelated to the tub spout. Once the technician verified that he discussed pricing for what he believed to be an unrelated issue and was not authorized to proceed. Please contact our plumbing manager directly at ************ so that we can do whatever is necessary to ensure your complete satisfaction. 

  Customer response

  10/29/2022

   
  Complaint: 18186260
  
  I am rejecting this response because it is untrue and the technician KNOWS it.  He knows he screwed up and is lying to cover that up.  In addition to the shower pressure issue (which got screwed up after he replaced the arm to the shower head, not just the tub spout), the hot water no longer works.   Moreover, you have not addressed the tile you broke and how that will be repaired.  Still no working shower in my upstairs bathroom.  
  
  Sincerely,
  
  *************************

  

  Business response

  11/15/2022

  Thank you for your willingness to work with us towards resolution. As we discussed, we are sending our Plumbing Supervisor and licensed Master Plumber to your home this week to identify and correct any issues with the plumbing. We remain committed to ensuring your complete satisfaction and will tackle these concerns one step at a time until they are resolved. 

• Initial Complaint

  07/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In early July, I scheduled an appointment with Plumbline Services to perform my annual maintenance check on a furnace and a ductless air conditioner I purchased from the company in 2020. The appointment was scheduled for a 1:00 p.m. to 5:00 p.m. arrival on the afternoon of July 22nd. The day before I received a voice mail message asking me to call the Plumbline *********************** because the technician would not be coming for my appointment. When I returned the call the morning of the 22nd, I spoke to a customer service representative named ******* who informed me due to employee illness, a technician would not come to perform my maintenance inspection on the 22nd. I expressed my displeasure and asked when Plumbline would reschedule the service call. She told me the appointment could be rescheduled for Monday, July 25th, for a 1 p.m. to 5 p.m. arrival. Also, I was told since my first appointment was rescheduled, Plumbline would guarantee that the service technician would show up on the afternoon of the 25th. On the morning of the 25th, while I was out running errands, ****** called and left a message to call the *********************** but did not explain the reason for the call. At approximately 10:00 a.m. Monday morning, I returned the call to the Center. No one answered the phone. I left a message giving my name, phone number, and reason for the call. Also, I stated that I was at home awaiting a return call and the service technicians arrival. No Plumbline personnel ever returned that phone call. The technician never showed ** in the arrival window of 1:00 p.m. to 5:00 p.m. At approximately 2:30 p.m. that afternoon, I called the Plumbline *********************** to ask if the technician was still scheduled to arrive. No one answered or returned the phone call as requested. A few minutes after 5:00 p.m. on Monday, I called the ************** to inform them that the technician had never appeared to perform my maintenance inspection. At that time, I requested

  

  Business response

  08/08/2022

  We are in the process of reaching out to the client to address his concerns and schedule maintenance. 

  Customer response

  08/08/2022

   
  Complaint: 17628048
  
  I am rejecting this response because: *********** contacted me to reschedule, offering a free maintence check and a $50 gift card for further services. They told me that they just heard about the what happened. Sad, since it happened so long ago. We told them that we already had a maintenance check on our furnace and ductless airconditioner with another HVAC company and weren't interested in their services or gift card. We will never use this business again.
  
  Sincerely,
  
  *************************

  

  Business response

  08/11/2022

  We understand your decision and apologize for the experience. We wish you the best with your future providers. 

  Customer response

  08/17/2022

   
  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

  07/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In March of 2020 Plumbline Services installed a new Lochinvar boiler at our home. We bought the *** Service as well which includes annual maintenance (they schedule it). We paid over $15,000.00 for the Boiler and *** Service. They failed to pull a permit for the work. We have had multiple problems with the boiler, including faulty installation (pump installed backwards, gas line not plumbed to specification, etc), including problems with the boiler going into lockout and failing to fire when the ignition sequence is initiated. It has gone into lockout and failed to fire 4 times in the last month alone. When I schedule service, several times they have scheduled me for service two weeks out ( and then call day of to push it out even further). A factory rep came out and made some suggested modifications. Those modifications have not been made or scheduled. A permit has not been pulled. Most recently, a week ago we agreed that they were going to regroup internally and call me back the next day to discuss next steps. They never called and have not returned my calls.

  

  Business response

  08/11/2022

  The ongoing issues with the client's boiler have been completely resolved, though we are monitoring to ensure long-term satisfaction. Unfortunately, after multiple additional visits to correct performance issues with the system we were unable to completely resolve them. Having engaged the manufacturer's representative as well as several of our own, and after confirming that there were no defects related to the installation but instead a product deemed to be a lemon, we offered the client a refund OR the installation of an alternate product. The client agreed to a replacement solution, which was completed on July 26th and has been performing without issue to date. Required permits were pulled and inspection results are pending. We will continue to monitor the performance closely with the client and will honor product warranties beginning with the new installation date to ensure that she has confidence in the new system for many years to come. We have also agreed to refund the difference in cost between the two units. We are confident that these steps will result in lasting performance of the system and pray that this has restored the client's confidence in our services. 
  

• Initial Complaint

  06/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had Plumbline Services install a new hot water heater on 6/21/2021. The water heater required a final plumbing inspection by ******. 10/11/2021 ****** DENIED the Plumbing Final inspection due to Plumbline using a braided hose. Denial comments stated: "...braided hoses are required to be 6 inches away from Bvent flue piping...".Same day we called Plumbline and were told that they would look into it and get back with us. Plumbline never called back. Scheduled an appointment in Oct 2021 to have Plumbline come back and replace the braided hose. Plumbline tech called and stated he remembered the install job and that he would contact ****** Inspections to explain why a braided hose was used. Tech told us would call us back the next day. No call from Plumbline. Called Plumbline twice to get an update. Were told the tech or someone would call us back. No return call(s) from Plumbline. Important to note that Plumbline (cannot remember if it was the tech or a manager) informed us that we had a least a year to get the water heater inspected by ******.Not hearing from Plumbline for months, we scheduled an appointment for 6/21/2022. Appointment was for "12-point Water Heater Tune-Up" (under the *** plan), and replacement of braided hose for inspection.6/20/2022 Plumbline called and stated that a tech would be there on the 21st between 3-4pm. At 8:45am on 6/21 Plumbline called and stated they would have a tech there soon. Plumbline was told that we received a call stating 3-4pm. The Plumbline scheduler said they never schedule appointments for 3-4pm and informed us that a tech would be by between 1-5pm. At 3:33pm Plumbline called and stated that they would not be coming out due to the braided hose issue needed to be reviewed by two of their managers and that Plumbline would call us the next morning (6/22/2022).Plumbline did not call. Emailed Plumbline 6/23 to request status of braided hose. To date, 6/24/2022, no call or email from Plumbline.

  

  Business response

  07/11/2022

  We're terribly sorry for your experience to date. Although highly unusual, your inspection failed not because of a defect in workmanship, methods or materials but instead the inspector was unfamiliar with the product. We have since provided him with the information and documentation needed to satisfy him. He has signed approval on the permit inspection and the job is complete. Working with the county inspectors isn't always easy but it is necessary in order to complete jobs in accordance with code and local requirements. We appreciate your patience and apologize for the lack of communication and missteps on our part. 

  Customer response

  07/15/2022

   
  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

  06/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had Plumbline Services come out to fix a drain that water was coming out of. I was told that I needed a new kitchen line and that would fix the problem. This occurred on 4/11/2022 and cost $8000.00. Then I was told I needed a new washer box because it started leaking after they replaced my line. This was done about a week later and cost $800. The water kitchen line/ drain is currently still has water coming out of it and they are coming tomorrow to look at it again. This will be the second time since it was installed that they have come out to fix the original job. The other problem I have is that I need an itemized receipt for my insurance company so that they can pay me for the job, which I paid out off pocket. My insurance agent has been contacting for the last two months and about 3 weeks ago finally have up. This is when I stepped in. I have called Plumbline everyday business day for the past 3 weeks. I have spoken with the manager of excavation ***** as well as ******* and *******. I have been told that I would have this receipt by end of day at least 3 times or that someone would call me back and I still have nothing. I am at my wits end and all I need is a receipt.

  

  Business response

  07/01/2022

  Thank you for bringing this to our attention and for your willingness to work with us to address your concerns. We apologize for any frustration that we may have caused. At this point, your insurance has confirmed that all of the required information has been received. Thank you also for allowing us to come back out to your home to identify additional issues and for working with us to correct them. We appreciate your having chosen us for the project and believe that the resolution has addressed your concerns. You have the division manager's direct-dial number should you have any additional needs. Again, we apologize for any frustration that we caused and look forward to additional opportunities to live up to your trust. 

*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. ↩