ComplaintsforBantam's Plumbing Company Inc.

• Initial Complaint

  08/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On April 19, 2024 a technician from Herman Allen came to my residence to see if they can add Freon to my HVAC unit. They stated they couldnt. A new unit will need to be installed. He said that he will look into a variety of units and get back in touch with me on April *******. At that time, he needed payment of $217.55. Additionally, he stated if we chose not to have Herman Allen install a new unit, my money would be refunded. The transaction was performed on an iPad and no receipt was given to me by the technician. I never heard back from the technician or any other employee of Herman Allen regarding an estimate for a new unit. Since April, I have reached out to the office of Herman Allen several times. They eventually stated they would refund me half the $217.55. I was promised by the technician a full refund would be due if they didnt install a unit. Therefore, a full refund should be honored. Furthermore, I stopped by their office in ************** on 7/31/2024. I was told that I would hear from ***** who oversees the office. As of today, I havent heard back from *****. At the time of the transaction, my husband was 81 (Vietnam Veteran) and I was 78. I feel that this is a form of elder fraud and abuse by Herman Allen. All Im looking for is a full refund of $217.55 that was promised to me.

  Business response

  08/14/2024

  We appologize for the misunderstanding around this matter and the delayed response as I was out of town.  Looking into the matter, I can promise that elder fraud was not committed nor are any of our business practices unethical.  The disputed amount is for a maintenance contract that was agreed upon and good for one year including two service visits.   On our most recent visit, it was determined that the **** system should be replaced as it was void of the now obsolete R22 refrigerent, and if they utilized us to replace it, we would credit back the maintenance agreement cost from the replacement.  However, we were never awarded the replacement opportunity.  Regardless, as a company that values relationships and a positive image within the community for always trying to do the right thing, we will take the high road and have processed a refund for the remaining $217.50 as requested via check #**** which will be mailed Certified via **** on 8/15/24.  We appreciate your assistance with this manner, and thank the BBB for helping to mitigate the situation. 

  Customer response

  08/20/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  ***************************
  
  
  
  

• Initial Complaint

  06/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I paid my bill in full with my ********** credit card. I checked with ********** credit card services. Did they charge me $49.00 on April 30. They did charge $49. On May 9, 2024 ****** sent me a text. Disregard the letter. I received a second letter. Stamp in red " Please pay in full to avoid further collections activity ". I want to prevent this $49.00 charge going to collection. I was alarm a second letter was sent. Please help me resolve this mishap.

  Business response

  06/26/2024

  Good evening.  Unfortunately there was a remittance issue with ********** so the their payment to us was not properly reflected.  Please find attached your original invoice now showing a zero $0.00 balance and the correction.  No collection activity has or will be taken.  We appreciate your repeat business and apologize for this billing mishap.

  Customer response

  06/26/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  *****************************
  
  
  
  

• Initial Complaint

  05/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  See attachments for timeline, receipts, invoice, estimate etc.My complaint against this company are: Gross Negligence, coercion, fraudulent & deceptive conduct in the commission of obtaining a ********************** of that contract with a senior citizen.It was a reasonable expectation that when a consumer calls a plumber to locate and fix a water issue that this toilet would have been inspected and ruled out as the cause. Pictures show that had they done so they would know this toilet had several issues IE Rusted Bolts, Bad fill valve, loose tank and curling tile in the back of the toilet. For them to even think anyone would want to tear up their home before finding the problem is absurd. They didn't find a leak so how can they possibly say they fixed it when the attached water bills show differencly.

  Business response

  06/22/2023

  
  

   Good morning

   

  In reviewing the complaint submitted by Ms. ****** it is the same information and timeline sent to ******** ****.  As I discussed with them, there are some major discrepancies within the timeline and statements made.   Regardless, before that point, we did attempt to refund Ms. ***** 100% of her monies paid to us.  She did not accept the refund and went to ****. 

   

  **** has since completed their investigation, and we were assessed a penalty for not obtaining a permit (one has since been executed with inspections completed) and for not having a signature on the quote / estimate.  (there was a signature on the invoice according completion and payment made in full)  **** is not taking any other actions at this time within the investigation, and there is no change to our licensure.

   

  Ms. ***** repeatedly fails to mention that when she called in to the office, speaking to myself, she requested a quote for replacing the water pipes that were presumably leaking under her slab as diagnosed by others.  She did not speak to a lady in the office at time as I am the one she communicated with.  I told her that we do not have underground leak detection equipment but could quote replacements as she had already been looking and requesting that service.  We completed that work per our estimate on budget, and again she signed and seemed satisfied after completion.

   

  The remaining complaints stem from unauthorized side work that she solicited from one of our employees outside of working business hours.  Said employees have since been disciplined for those actions.  However, since they occurred outside of work and business hours, and agreements were made between those 2 parties, we have no control or liability over that part of the situation.  We also have no way to validate at this point or several months later if the toilet was running at that time causing ************** bill.

   

  At this point, we have continued to take the high road in trying to find a resolution that is obviously not happening despite our best efforts.  Full refund, compliance with **** investigations and full transparency of reporting and documentation.   Ultimately we performed a service as requested, and she later says it was not needed and is slandering our Company name.   Our next course of action will be with our Company attorney if our name continues to get slandered by no fault of our own.

   

  I appreciate your time and apologize that you have to work through this.

   

  I can send you further communications previously sent to **** if requested.

   

  Respectfully,

   

  ************************** Managing Partner

  

  Herman W. Allen Plumbing, Heating & Cooling

  A DIVISION OF BANTAMS PLUMBING COMPANY, INC

  (M) ************

  (O) ************

  (F) ************

  On The Web @ HermanAllenPlumbing.Com

  2023 PRO ******* ******** ***** of ********* Chairman, Past President

  Professional *********************** of ******* ********

  2021 / 2022 / 2023 Hickory ********************* Vice ********** *********************************************************************************************************

  Customer response

  06/28/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]  Response to PARAGRAPH 1:   There are no "Major Discrepancies" in my statements or Timeline.  My timeline was compiled using a daily journal for personal & medical reasons that I have kept for decades.   The refund attempt was done only after I had contacted the **** and accompanied a letter that basically called me a liar.

  PARAGRAPH 2 response:  Permit and inspection were done almost a year after the work was completed.  Inspection could not be done properly as all the ceiling holes had been repaired.

                                               i

   

   

   

   

  Regards,
  June Small
  
  
  
  

  
  

  Customer response

  06/28/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.  REBUTTAL PER PARAGRAPH SEE BELOW:

  PARAGRAPH 1:  There are no "Major discrepancies" within my timeline and statements.  It is ************** that is having memory problems in order to cover up their mistakes.  I however keep a daily diary for personal information and medical reasons and have done so for decades.    ************** needs to advise what the major discrepancies are.  I can however rely on the chain of events to support my arguments  It is important to note that the refund of $4500 was sent to me after the **** became involved otherwise he would not have offerred anything.  The letter sent with the check basically called me a liar and I took then and still do take great offense to it.

  PARAGRAPH 2:  i called **** yesterday to see if my complaint was completed and they advised that it was not.  ********* will be reviewing the case for closure around August ********* am able to attend.  I can only guess as to how a company as large as Bantam's could overlook a required permit but they did.  The permit and inspection was done almost a year after they completed the work.  The invoice was signed by me and payment made under the assumption that they had ruled out any leaks that were above the slab as I was told by ****************** on his second visit to my home.  The water meter was registering no leaks so I believed it must have been under the slab.  It was a couple of weeks after they finished the work that I discovered that the water supply going to the culprit toilet was never turned back on.  Review of the water bills submitted more than substantiate my claim that the problem was never fixed.

  PARAGRAPH 3:  Entire paragraph is a fabricated lie.  I did speak to a lady and went over with her that I was getting conflicting information from the first 3 plumbers and needed someone to come out and provide me a quote to find and fix a leak or if necessary to relocate the lines if the leak wasdetermined to be under the slab.  At no time was I ever looking for a plumber to replace the lines without finding the source first.   If I were I could have called any Mom & Pop plumber to provide me with that service.

  The first two plumbers I had come out did not have leak detection equipment but they didn't,The third one was going to blow out the lines to find it but was never available, thus the reason for my call to Herman Allen.   It should be noted that I called two of the 3 plumbers back to my house in September.  One admitted he dropped the ball after a brief inspection and went with what the 1st plumber had suggested and should have inspected the toilets which is normal protocall.  The second one still insisted that the water issue back in Mey/June was coming from a leak outside which was crazy since it was easy to determine the leak was coming from within the house.  The one thing ************** has overlooked is that if I had in fact only wanted a quote to replace the lines above the floor why would I have requested *********************** to come out the next day to discuss the problems with his estimate.  The estimate that was given to me would have been fine.  ************** knows better.

  PARAGRAPH 4  ************. the service technician for Herman Allen obviously was not obligated to perform any "side work" outside of business hours.  He could have just said NO.  I can't do that

  and all would be fine.  I saw no problem and do not hold Herman Allen responsible.  However I did provide **************, the ****, and BBB with all the water bills that confirm that the water issue

  was ongoing until the culprit toilet issue was found and the supply valve was turned off.   The following Water bills are back to normal.  r  How much more validation does he need?

   

  Paragraph 5:  After incurring losses over $23,000 to date and coupled with calling me a liar I fail to see how he can claim to "Taking the High Road fo find a resolution.  After his failure to address the issue with me personally, failure to return calls, failing to send someone to my house to properly evaluate my claim,  I consider it the low road.  I suggest ************** look up the definition of slander.  He has been the slanderer for his denial of the truth and should be diciplined for his neglect in my arguments.  I did find a similar case filed with BBB regarding Equipment/Insulation issues.  What happened to them sounded just like what happened to me and most probably the same shady estimator that I got.   An A+ BBB rating does not mean all employees are honest.

  SERVICES WERE NOT PERFORMED AS REQUESTED

  In closing, my next course of action will be with the courts.  I feel that my resolution of $9500. was more than reasonable and suggest that Mr. *********** re-read my timeline so he can get his facts straight 

  i appreciate the BBB's help in all this and hoping for a fair outcome.

   

   

  Kindest Regards
  **********
  
  
  
  

  
  

• Initial Complaint

  02/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called this company to come out and give me an estimate on replacing my equipment. ***** came out and explained that we needed to replace the equipment, and the area where the equipment was held also needed insulation. When we finished, he stated, and I quote "We can do it all for $7800, with 5 years of interest-free payments." I thought that was a pretty good deal. Before signing the paperwork, I told ************ did not see anything regarding the insulation. He states, " It's included in there." So, I signed, thinking this company would stand on its word. They sent ***** and ****** out, loved them there were really honest and straightforward men. I asked ****** about the insulation, and he had to call *****. He stated they don't even do insulation they refer people to another company. So, I'm speaking with *****, and he makes it seem like he thought I was talking about installation. I did not like that he was acting like I was freaking slow. Of course, installation is included when you hire a company. Regardless, I choose to let it go and not give anyone a hard time. The first night the equipment was installed, the downstairs was freezing cold, and the system ran off ancillary heat for over 2 hours. So, I called Herman Allen Plumbing to come back out before they received payment. ****** explained that I don't have the proper ductwork, so it's going to be a difference upstairs compared to downstairs. So, he changed some settings, which still didn't fix the issue of the house being cold as ice. On Saturday, I called back, and ***** came back out, He explained that he changed a setting to dump all the heat downstairs. Herman Allen Plumbing was paid for installing the equipment, but no one cares to return my calls. I have called three times and everyone states they will escalate my call. I even spoke with ******* a supervisor who acted as if she would look into the matter. I have paid you for equipment that is not benefiting me at all.

  Business response

  03/09/2023

  Good morning - 

  We believe this complaint is resolved as since the date of complaint / issuance, our Comfort Advisor re-visted the jobsite and the customer and clarified that the concerns were not related to the **** installation.  The fact of the matter was the customer needs insulation work to be completed.  We recommended a contractor that we work with, and advised the customer to work with them directly as we do not need to receive any profit from sub contracting it.  I know an appointment was scheduled by the customer, but I am not aware if the work was completed or not.  Thank you for your patience and understanding. 

  Customer response

  03/12/2023

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  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. ↩