ComplaintsforAmerican Plumbing Heating & Cooling

• Initial Complaint

  05/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Transaction date 5/10/2024 I contacted American Plumbing to unclog a drain at my residence. I was told the price when the plumber arrived before he started work. I said go ahead and do it. A day later the drain still didn't work. I called the company and was told the job was NOT warranted. The person I talked to said look at your invoice it says no warranty. The problem I have is that the company website states ALL work in warranted. No where is there anything that says drain jobs are not covered. Had the plumber told me this or the company on the phone when I called for an appointment I never would have told them to book the job or tell the plumber to go ahead when he arrived. That is false advertising.

  

  Business response

  06/05/2024

  BBB spoke with a business rep who explained that the drain service is not warrantied. It does not state on the website that all services are warrantied.

  Customer response

  06/06/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Regards, **** *****

• Initial Complaint

  09/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I’m remodeling my house I called and explained to them that I need my house brought up to code for the city of Rochester plumbing I need a permit pulled with a license plumber to get a c of o so me hiring a company I thought I was doing the right thing ….they told me that they pull permits…they told me I need to put a down payment of 865 I paid them 865…The employee was rude had a problem with me asking simple questions about the job…the city inspector called me because he said there’s a company van outside for plumbing and no permit was pulled and was ready to fine me 500 when I explained they said they said they pulled permit. I called the secretary. And she Told me they do not pull permits unless asked witch is not part of city rules..so he basically said he was done and what about the remaining balance I told him until I get my permit in my hand to put in my window I won’t be giving up any more cash.so I seen some stuff didn’t look right with the work he did had another license company come look they said there’s no way you passing inspections none of this is right and the pipes are leaking water then they tell me nobody can come and look at the work I have to wait 5 days until the supervisor comes

  

  Business response

  09/25/2023

  The begining of the complaint is incorrect. This is not a remodel project. This was a vacant house that was used for squatting that the homeowner purchased. Therefore, the City of Rochester is requiring the homeowner to bring the property up to code to be able to obtain a Certificate of Occupancy. Because the property is inhibitable. The City of Rochester had found out that the homeowner was doing unpermitted work and told the homeowner that they needed to obtain all the proper permits and code compliance certificates before the homeowner could obtain the Certificate of Occupancy. This is where the homeowner contacted American Plumbing to get an estimate for the work needed. We scheduled a free estimate for the customer and met the homeowner at the property to review the scope of work. At the time of the walk through the homeowner stated they were extremely frustrated because they don't know much about the trades and had already paid someone to do a portion of the work before they found out that everything needed to be permitted and inspected by the City of Rochester. We provided the homeowner with an estimate to finish the drain line and water line piping for the second floor bathroom and the laundry tub in the basement. As well as setting all the plumbing fixtures once ready. And that all of this would be permitted and inspected by the City of Rochester. When reviewing the estimate with the homeowner, the homeowner stated that they would be setting all of the plumbing fixtures themselves to save money. At that time, the homeowner was advised that fixtures placement would not be permitted if they were to do the work and therefore would not be inspected by the City of Rochester before the tasks were removed from the original estimate. All said and done, the homeowner approved for the drain piping and water line installation only. The homeowner paid the deposit after 2pm on a Friday and wanted the work to commence the following Monday morning. Due to an unexpected circumstance with the Technician whom was scheduled to do the work. So the work was scheduled to commence the following day, Tuesday. Tuesday our Technician arrived and began doing the work within the scope of the estimate. The homeowner asked our Technician multiple times to do work outside the scope of the estimate. Our Technician refused. Once our Technician refused to do additional work outside the scope of the approved estimate, the homeowners attitude towards American Plumbing deteriorated drastically. To the point to where the homeowner brought over a neighbor, not a licensed plumber, and began purposely talking very inappropriately about the work our Technician was performing. Making multiple derogatory comments towards our Technician. Our Technician finished the work and requested final payment. All though we do not receive final payment in this scenario until it has been inspected by the City or Rochester. The following morning the homeowner arrived at our office and became very belligerent. Even extremely vulgar, to the point to where we had to have the homeowner leave the premises. The homeowner first had an issue with the permit. Stating someone told him American Plumbing was not licensed in the City of Rochester, which is false. American Plumbing pulled a permit for the address of the complained. This permit is currently on file with the City of Rochester. So then, once it was proven to the homeowner that there was a permit pulled for the work being performed, the homeowner began stating he was unhappy with the quality of the work. When American Plumbing gave the homeowner the opportunity to have the Plumbing Manager come to the property to correct whatever the homeowner was discouraged about mechanically, the homeowner declined and requested a refund of their $865.00 deposit. American Plumbing issued a refund in full to the homeowner, who picked up the refund in cash today. Attached is the documentation supporting the refund. At the end of the day, American Plumbing made multiple attempts to appease the homeowner but to no avail. Even with the unacceptable behavior the homeowner displayed to American Plumbing and it's employees.

• Initial Complaint

  03/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I called American plumbing to get a water heater replaced in the month of August The repairman came out to let me know how much it would be to replace the water heater.at this time the repairman told me that it would cost me $1200 dollars.at this time I agreed on the price.at this je told me that he would come back the next day.we agreed.the next he came to Install the water heater.after he replaced the water heater I then asked him how much will it cost with the tax.he told me that it will come up to $2200 DOLLARS I told that wasn't the price that he gave me yesterday.he told that I would have to call the office to talk to a supervisor.i then called the office to speak to someone.at this time I was told that the guy that replaced the water heater was really new and he should have told me the right price.and he was going to have a long talk with him.soi told what about the price he told me that they would take care of the following week I got a letter from a company called ******** and they told me that the loan had been processed I told them that I was in contact with American plumbing about this situation.******** then told me that I would have to pay up the money.so told them that this was not right I got railroaded.so I am complaining about American plumbing and ******** loans.thank you.

  

  Business response

  03/20/2023

  Hi BBB-

  Attached you will find a copy of the paperwork from this call on July 15, 2022.  You'll see a signed authorization for the quoted work and approval signature on 7/14/22 at 2:48 pm. The customer completed the financing personally through the ******** ap. We absolutely cannot apply for a customers financing without the customers approval as they need to input personal and financial criteria we would not know. If the customer did not water the water heater installed, he could have opted to call another service provider. The total for this job was $2152.75, not $2200.00 as described in the complaint. 

  Customer response

  03/20/2023

  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. 
  
  Regards,
  ****** *****
  
  
  
  

• Initial Complaint

  08/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  American Plumbing ZERO STARS BAD EXPERIENCE. July 28 2022 I originally called in for a faucet leak coming from the washers in the back of shower wall. American Plumbing employee Ric tightened the washers in the back causing the leaking to go to the front faucet instead of back of shower ric recommendation was to install customer supplied faucet to fix the problem instead of recommended the water be turned off until issue is resolved to prevent high water bill . At a point before ric tightened it I was able to turn on/off as I pleased. but now being ric tightened the washer handles to the point I am not able to shut off the water in the meantime water is leaking nonstop potentially leading me to an increase in my water bill . I requested a callback appointment to have it turned off / loosen washers to be able to shut water off but was told by Michael wise dispatcher/ operations‘’ Sending a tech out again would be a waste of a visit. We will quote the same thing & would be charged again for dispatch fee $42.12 ‘’ Totally UNPROFESSIONAL . I would never recommend business. Also reaching out to BBB & my bank for a dispute on original charges being my problem was NOT SOLVED . Services: Shower repair, Faucet repair

  

  Business response

  08/11/2022

  On the initial service call, our technician visually inspected the customers plumbing concerns. Our technician addressed what was leaking at that time and provided the customer with an estimate for additional repairs. Due to her current financial situation, the customer declined the estimate. Beyond that, there was a communication breakdown between the customer and our Dispatcher prompting the complaint from the customer. The Director of Field Operations for American Plumbing reached out to this customer and visited their residence for further understanding and to rectify. At that time, the customers concerns and needs were clarified in person and immediately addressed. American Plumbing and the customer at ** ****** ** have resolved all issues amicably. Both parties are satisfied at this time.  ******** did remove the one star Google review which was very kind. Please feel free to reach out to me directly if you have any questions. ###-###-####

   

  Customer response

  08/12/2022

  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. 
  
  Regards,
  
  ******** ******
  
  
  
  
  

*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. ↩