ComplaintsforHope Plumbing, LLC

• Initial Complaint

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Pipes in my meter pit in my front yard cracked from age. Independent plumber that I have used recommended Hope Plumbing. It was a Saturday evening and I read that they would come out on weekends. They couldn't come over the weekend so independent plumber turned off my water. I called and a representative came out on Monday to access the situation. She said someone would be out to do the repair on Thursday between 8am and 9:30am. No one showed up so I called at 10:00 am and was told the was rescheduled for the next day. I told them that I had been without water since Saturday and they needed to come that day. Two gentleman came and started the job and would continue the next day and finish. They did finish the almost $10,000 job on Friday. I was very unhappy with th day it was handled when rescheduling and everyone seemed to know but me. The plumber in charge had told me that he would be doing business on the side soon and he would give me his phone #. They completed the job and when I took a shower the water pressure was terribly high. Less than a year before I had a pressure regulator put on in my crawl space buy another company. I paid $904. for that. The plumber who was to start his own business had taken my water regulator gauge and put it in his truck when he finished the job. I called and he came back and put it back on. For all of the trouble they caused one of the managers waived my deductible and said that they would repair my yard. The plumber who was in charge said to call in 1 month and that he would come back and roll the yard to flatten it and take away the extra dirt and reseed and put straw down. He came today and spread the seed then the straw and left. There is a large hole around the meter pit and the yard is all lumpy and uneven. It is terrible.

  Business response

  05/21/2024

  ********, we apologize for the reschedule. Our schedule was extremely backed up, leaving us no choice but to regrettably reschedule.  We were pleased that we managed to come out and take care of your water needs.  Regarding the yard, it was replanted with seed and straw in early May. **** in our excavation department has confirmed that the yard now meets satisfaction.  Again, we are incredibly sorry for our scheduling delays, and the other issues you experienced with Hope Plumbing.  If we are incorrect and everything is not up to satisfaction, please give us a call so we make things right. 

• Initial Complaint

  11/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hope plumbing is trying to continue to charge me monthly for a service I no longer want and have never used. The plumber came to fix our shower which he did, but he tested our water and tried to sell us a $3,500 water softener system. We paid the $350 for the shower repair. We then took a sample of our water to **** Systems who said we just needed a $150 filter change to our present water softener system.The company is harassing me and I want them to leave me alone.

  Business response

  11/27/2023

  ******** requested the cancellation of his membership through email, and our membership coordinator followed our standard protocol by seeking additional information about the cancellation. In response, ******** explicitly requested not to be contacted again and insisted on confirmation of the membership cancellation. Our coordinator promptly replied, confirming the cancellation. ******** has since been added to our "do not service/contact" list.
  
  
  

  Business response

  11/27/2023

  ******** requested the cancellation of his membership through email, and our membership coordinator followed our standard protocol by seeking additional information about the cancellation. In response, ******** explicitly requested not to be contacted again and insisted on confirmation of the membership cancellation. Our coordinator promptly replied, confirming the cancellation. ******** has since been added to our "do not service/contact" list.
  
  
  

  Customer response

  11/28/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

• Initial Complaint

  05/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A month ago, April 2023, water heater leaking at the base, my preferred plumbing company could not get there that night, so I called around & Hope Plumbing said they could come out and replace. Arrived after 5pm, confirmed what I said over the phone when I called left for a hour to go get the ** and returned to install finished at 9pm. On Tues 5/23, I had no hot water, I called Hope Plumbing to let them know said I would be home between 3 - 4p, they arrived almost 530p changed a heating element left at 630p Technician stated wait an hour have hot water at 8pm still NO HOT WATER. Left a message on companies VM. Called 5/24 @ 7am told issue & that I want the defective ** removed paid $1657 for & wasted 10 hours of my time waiting for them to arrive & perform the work told the person I wanted to speak to mgr.. Said they get in at 8am , another CS person called me told her the same thing "she kept repeating I hear you& would not agree to removing the defective **d & replacing with a BRAND NEW PROPERLY WORKING **. They are suppose to be her today 5/23 @3pm I again asked to speak to a manger that could help ******** says they are all in meetings.

  Business response

  06/06/2023

  We apologize for missing ********'s time restrictions. When ************** arrived on 5/25 - he discovered that the electric disconnect on the wall behind the water heater went bad. The disconnect was not allowing enough power to the water heater. ************** replaced the disconnect box and tested power through out the water heater. Everything tested correctly. 
  

• Initial Complaint

  08/23/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Happened on 8-4-2022 I paid $100 for a membership for hope plumbing, in that membership they do a free drain cleaning and camera inspection. The first guy that came out did the snake and while doing so broke off a piece of my cast iron clean out in my basement. My mom was the one who was here and was upstairs watching tv and they have lied and said she told the 3 guys some other company broke the cast iron. Called and complained and they have denied everything. We sent photos of the cast iron before in April when we had the pictures and the picture of the cast iron after they came, and clearly has a difference. We had an receipt of a previous plumber that came when our basement flooded and had pictures of after they came and it was Intact and hope plumbing told us it was a construction receipt and its not valid after it saids the other plumbing company name on it. We want our cast iron fixed and them held accountable for their actions and the lies this company has told. Had the first plumber come on 3/9/2022, and the photos of our insurance came 4/4/2022. I would like them to fix the issue and replace my cast iron, since the broke it Ive been smelling sewer gas from the break. That is a health issue in itself!

  Business response

  08/23/2022

  Although there is no evidence that our technicians had broken the cast iron, we did speak to ********* today letting her know that we would repair it. When we were out, *********'s mother told us that another company removed the cleanout cap. We believe that is how the cast iron was broken. However, we are scheduled to make repairs later this week. The invoice you sent over was not invalid, it was just not legible. Thank you. 

*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. ↩