Business Profile

Plumber

My Plumber Plus

Headquarters

Complaints

This profile includes complaints for My Plumber Plus's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

29 total complaints in the last 3 years.
6 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:08/09/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In April 2023, I called MyPlumber Plus for an HVAC issue at **********************************, Woodbridge, VA *********. On 4/22/2023, the technician diagnosed the problem as a dirty evaporator coil. He cleaned the coil and added refrigerant. The total cost was $665.00. In mid-July 2023, we had the same problem (no cooling). This time (7/18/23), the technician discovered a leak in the evaporator coil, which should have been discovered in April. We paid $2711.00 for this repair. We contacted MyPlumber Plus through their customer care email address on 7/24/23 to point out the problem; we have not received a response. I believe we should receive a refund of $665, since the original diagnosis was incorrect and the money was essentially wasted, as our now very clean evaporator coil actually needed to be replaced.
Business Response
Date: 11/07/2023
Good Morning,

Apologies for not getting these earlier...we will be making contact with the customer within 48 hours, and come to a resolution.

Thanks,

****
Business Response
Date: 11/14/2023

***************************
Nov 13, 2023, 4:45 PM (18 hours ago)
This customer was emailed to inform that a refund will not be issued. The problem was not found to be misdiagnosed.

Customer Answer
Date: 11/14/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because: It is clear from the company's correspondence that either the technician did not conuct an adequate check after the initial cleaning, or he damaged the coil during his servicing of the unit. In any case, it is clear that this company does not stand behind its work.

Regards,

*****************
Initial Complaint
Date:08/07/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
During the purchase of the HVAC system, I was told that since I was getting a larger unit, the outside part would need to be installed on the ground. The next day they arrived late almost 4pm, they did a rushed HVAC installation and installed on the old pedestal. I questioned this and they said it was OK. I called numerous times about the noise the unit was making they came a few times but could not fix the issue. Now they want to charge me $1,500 to install on the ground, which something they should have done during the install.
Business Response
Date: 08/08/2023
We are in communication with this customer, and expect resolution by end of day.
Regards,
****
Customer Answer
Date: 08/09/2023
From: ********** <******************>
Date: Tue, Aug 8, 2023 at 2:40 PM
Subject: complaint #********
To: [email protected] <[email protected]>

Please cancel my complaint. My Plumber plus contacted me and is going to fix the issue at no charge to me.

v/r
*********************
Initial Complaint
Date:07/09/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 6/15/2023, I paid My Plumber Plus $708.30 to unclog my toilet. They did an inadequate job as my toilet was only partially unclogged. After calling them they stated that they would send a camera crew to investigate. Instead of sending a camera crew they sent the original technician who did not adequately address the issue. After the original technician left, I called My Plumber Plus and again I was told they would send a camera crew. I was told that "******" would contact me. Over 2 weeks have passed and My Plumber Plus has not contacted me. I have reached out to them at least 3 times.
Business Response
Date: 11/07/2023
Good Morning,

Apologies for not getting these earlier...we will be making contact with the customer within 48 hours, and come to a resolution.

Thanks,

****
Business Response
Date: 12/13/2023
From: *************************** <*********************@myplumber.com>
Date: Thu, Nov 9, 2023 at 3:36 PM
Subject: BBB Expired complaints
To: <*************@mybbb.org>, **** ******* <**************@myplumber.com>
********
Camera inspection was completed on 7/11
Initial Complaint
Date:07/08/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Thursday, June 29, 2023, I met with comfort consultant/sales consultant (*****) from My Plumber Plus and we discussed replacing my HVAC system. I specifically told ***** it's important that the upper level of my home is cooled, and he suggested that I upgrade to a 3-ton system. Here is what the invoice/contract states I should have received: "Gas system 15 seer 3.0 ton. Please see contractual agreement attached. A 2.0-ton HVAC system was partially installed in my home, which is not the machine listed on the contract. My Plumber Plus did not inform me that a different system (outside of what is mentioned in the agreement) would be installed in my home. In addition to the breach of contract, on June 29, 2023, I was told that the HVAC system would be completed on July 1st except for the chimney lining, which did not happen. I was promised several other things that were not provided by My Plumber Plus. For example, • New piping was promised but was not provided. • Gravel was supposed to be placed underneath the base (see attachment #2, my Plumber Plus admitting that the gravel work is remaining along with other work that should have been completed on July 1, 2023) • The heating system of the HVAC unit was supposed to be completed on July 1, 2023 • A new filter box with filter slot was promised and not provided. For all this additional work that remains incomplete I am requesting a refund in the amount of $1500. The reason why I am requesting this amount is because the price of the machine I paid for (as per the contract) is $3,010 dollars and the price for the machine was given to me was $2,010. The remaining $500 is for my time and being inconvenienced. Please note that I will have to take off work to be home for the installation crew to complete the work. I have asked My Plumber Plus for more information regarding the amount of time the remaining work would take, but they have been unresponsive. Therefore, I was forced to go with an estimate of my wages.
Business Response
Date: 11/07/2023
Good Morning,

Apologies for not getting these earlier...we will be making contact with the customer within 48 hours, and come to a resolution.

Thanks,

****
Customer Answer
Date: 11/13/2023
Please find supporting documents attached.
The first attachment is the contract between my plumber and myself.
The second attachment shows my plumber telling me that I passed an inspection which is not true. Please note that **** said she would send over a document that indicates a passed inspection. I have never received any documents stating that a heating inspection was conducted and passed.
The third attachment is correspondence between the state (county) that I reside and myself explaining what My plumber needs to do for a second inspection. If I already passed an inspection (stated by My plumber) why is another inspection being pursed by My Plumber.
The last attachment is proof that the heating system installed by My Plumber failed the inspection on July 31, 2023. Please note that I did not hear back from My plumber regarding correcting the failed inspection until October of 2023.
Kindly note that if My Plumber had any intentions on getting my HVAC system inspected, they would have begun preparing the manual J back in July. This is unacceptable.
Business Response
Date: 11/14/2023
Customer was originally estimated for a 4 ton system, however, after further inspection we determined a 3 ton system with customer's consent. An inspection was completed and mechanically passed with the exception of the application showing the incorrect tonnage. We have actively been in touch with ******************** to resolve other issues. We have been working with Prince George's County to correct the administrative error on the application. We recently received the correct permit and have made attempts to contact ******************** to finalize the inspection. He has not allowed us to return to the home to complete this action.
Business Response
Date: 11/15/2023
Date Sent: 11/14/2023 1:15:18 PM
Customer was originally estimated for a 4 ton system, however, after further inspection we determined a 3 ton system with customer's consent. An inspection was completed and mechanically passed with the exception of the application showing the incorrect tonnage. We have actively been in touch with ******************** to resolve other issues. We have been working with Prince George's County to correct the administrative error on the application. We recently received the correct permit and have made attempts to contact ******************** to finalize the inspection. He has not allowed us to return to the home to complete this action.
Customer Answer
Date: 11/15/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because: The business is not telling the truth. As per the contract (see attachment) I was estimated and paid for a 3-ton system and the business installed a 2-ton system. It was brought to my attention that the system was a 2-ton system by Prince George's County inspection division. The original permit requested for the project from the business indicated that they were installing a 3-ton system. During the system inspection the county failed the system because the information that the business provided stated that a 3-ton system was installed but that was incorrect. The business did correct the permitting information with the county, and I allowed the business to come to my home for a second inspection on October 31, 2023. See attachment.
On October 31, 2023, the county informed the business what was needed to complete the inspection. See attachment. The business has failed to provide the county with the final document which is called the manual J.
The manual J should have been developed back in the July when the system was first installed.
The business has had multiple opportunities to get what is needed from my home to complete the manual J but they have been negligent and failed to produce the document. Please note that the business had access to my home on July 1, 2023. July 11, 2023, and October 31, 2023.

Regards,

*******************************
Business Response
Date: 12/13/2023
From: *************************** <*************************@myplumber.com>
Date: Thu, Nov 9, 2023 at 3:36 PM
Subject: BBB Expired complaints
To: <***************@mybbb.org>, *********************** <*********************@myplumber.com>
********
Ongoing issue, items mentioned were completed. Still pending inspection.
Customer Answer
Date: 12/19/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because:
The business response is very vague and non-specific as it relates to the ongoing issues and what has been completed. In my opinion the BBB should not have accepted the business response because it was lacking information.
The HVAC system that was installed failed the county inspection and the business has not completed the required steps for passing the county inspection.

Regards,

*******************************
Business Response
Date: 12/20/2023
As of mid November, we had not heard back from ******************** to access the home and meet a request by Prince George's county for measurements of the home and insulation to finalize the inspection. We since were able to speak with the county and it was determined that the measurements were not required by law for the permit to reflect the appropriate tonnage. We received the attached approval and passed inspection results on December 8th, 2023.
Customer Answer
Date: 12/21/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because: What the business stated in their most recent message is untrue. Please find attached two email communication. The first (dated November 20th between the business and myself where we discussed my Plumber coming back to my home to complete the county requirements for a passed inspection. The second email (dated December 1, 2023) which shows that I agreed to a date and time for the business to return to my home.
Furthermore, the business most recent message has nothing to do with my initial complaint. As per my initial compliant, the first inspection was conducted on July 31, 2023, and the system failed the inspection (see third attachment). I did not hear back from the business until October of 2023 (where I contacted them) regarding next steps in the attempt to passing a second inspection.
The business has never explained why there was such a lapse in completing the inspection process which started in July of 2023. Again, I had to contact the business (in October of 2023) to inquiry about next steps in the inspection process just to receive and update. That is when I learned that the business had not taken any steps since July in pursuit of a second inspection.
This lapse in time is completely unprofessional and negligent on behave of the business. Therefore, I believe the business should loss its accreditation with BBB.

Regards,

*******************************
Initial Complaint
Date:07/07/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My Plumber telephones me nearly every day for weeks and will not stop despite repeated telephone and email requests to stop. My Plumber has no claim against me that might justify repeated, harassing phone calls.
Business Response
Date: 11/07/2023
Good Morning,

Apologies for not getting these earlier...we will be making contact with the customer within 48 hours, and come to a resolution.

Thanks,

****
Business Response
Date: 12/13/2023
From: *************************** <********************@myplumber.com>
Date: Thu, Nov 9, 2023 at 3:36 PM
Subject: BBB Expired complaints
To: <*******@mybbb.org>, **** ******* <**************@myplumber.com>
********
Removed from calling list
Initial Complaint
Date:07/01/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On June 14, 2023 My Plumber Plus, of which we are Priority Club members (at $25/month) came to our house for a quarterly check up. They said we needed at Condenser Coil cleaning, which was $389. We asked about duct cleaning and they gave us a price of $719 minus a discount of $225, so $494. We prepaid the $494. Then discovered after carefully reading the 5 pages, that the total price of the duct cleaning was $1,480 because we have two air conditioner units. I immediately called and said that price was completely out of line and I wanted a refund. I was told that would happen. It has now been over two weeks, and after speaking to at least 5 people (one of them twice) I still don't have a credit to my debit card. Every single person tells me he/she will have a manager call me back "as soon as he is out of a meeting" and I never receive a call. It has become a continuous circle. Anything you can do to help would be greatly appreciated.
Business Response
Date: 11/07/2023
Good Morning,

Apologies for not getting these earlier...we will be making contact with the customer within 48 hours, and come to a resolution.

Thanks,

****
Business Response
Date: 12/13/2023
From: *************************** <*********************@myplumber.com>
Date: Thu, Nov 9, 2023 at 3:36 PM
Subject: BBB Expired complaints
To: <************@mybbb.org>, **** ******* <**************@myplumber.com>
********
Customer was refunded on 7/13
Initial Complaint
Date:05/24/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Kitchen sink started getting clogged (water would drain but at times slower than normal). Called My Plumber on 5/10/23. Got service the same day. Technician suggested starting with snaking the sink. Since we had this issue before and snaking didn’t work, I wanted to go straight to hydrojetting. But the technician explained that it’s best to start with a simpler solution, and if it doesn’t work, the amount we pay for snaking will be applied towards the next solution. We paid 571$ and Snaking didn’t help. I called back and the same guy showed up. Since the sink wasn’t fully clogged at the time and water was still draining some, he suggested calling for camera inspection and further hydrojetting. And just a couple of days later, the sink got fully clogged. The next guy showed up, gave me 300$ discount (100$ of which was for professional affiliation) off 2247$ for hydrojetting. But 571$ didn’t get applied as it was promised before. Had I known, I’d have gone straight to hydrojetting as I planned initially. After a lot of calls back and forth (need to talk to the technician first, need to talk to the manager, manager will call you back…), it finally got beyond silly: snaking worked (hence, 571$ will not get applied towards 2247$) but not fully (that’s why the sink fully clogged in just a few days after it), and that’s why I was given 300$ off! I offered to pay back 300$ if 571$ gets subtracted from the total amount, but that didn’t help. Not only that I threw away 271$ on top of a pretty expensive solution, but I wasted a LOT of my time first getting the right solution, and second calling My Plumber to figure out the bill at no success!
Business Response
Date: 11/07/2023
Good Morning,
Apologies for not getting these earlier...we will be making contact with the customer within 48 hours, and come to a resolution.
Thanks,
****
Business Response
Date: 11/07/2023
Good Morning,
Apologies for not getting these earlier...we will be making contact with the customer within 48 hours, and come to a resolution.
Thanks,
****
Business Response
Date: 12/13/2023
From: *************************** <*******************@myplumber.com>
Date: Thu, Nov 9, 2023 at 3:36 PM
Subject: BBB Expired complaints
To: <****************@mybbb.org>, **** ******* <**************@myplumber.com>

********
Refunded remaining $271.50
Initial Complaint
Date:04/05/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My Plumber installed a HVAC system in my mother’s home July 2014. On 28 March, I noticed that my mother’s heat pump was not working when the heat was on in the house. I contacted a Heating and Air Conditioning company to come in on Saturday to diagnose the issue. The controller and capacitor were checked and determined to be working. A booster was placed on the capacitor which helped facilitate the starting up of the Heat Pump. Once the Heat Pump turned on, the technician determined that the compressor was not functioning and needed to be replaced. I told the technician that I would be getting a second opinion and he stated that would be fine. The total cost for this diagnosis service was $70. We contacted My Plumber Plus on 3 April and mentioned that they had installed the Air Handler and the Heat Pump in July 2014 and that the system was not working and that we would like to have to someone come check it out. The HVAC Tech came to the house and checked the capacitor and stated that it was out of specs. I told him that a technician on Saturday said that the Compressor was bad and needed to be replaced. The HVAC Tech stated that he checked the compressor and there was no evidence of Freon leakage and that replacing the capacitor would solve the issue and he would be charging me $349 for parts and installation. He verbally guaranteed us that replacing the capacitor would fix the problem. I saw the capacitor available on Amazon for $13.00 and told him that it looks like I could install it myself. He stated that he was going to install the part and check the system to ensure proper function. Once he installed the part, he had to manually start the fan and the compressor was still non-functional. He came to the conclusion that the compressor was indeed bad but still had to charge me $349 for the capacitor. He recommended replacing the whole heat pump. I felt that I was led to believe that the capacitor was bad. I communicated with Customer Service with no resolution.
Business Response
Date: 05/03/2023
Thank you for the information...I'll be researching the facts from our end, and will be in contact with the customer within 48 hours.
Regards,
****
Initial Complaint
Date:01/16/2023
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My dispute is about the price that was quoted to me verses what I was charged. I had a gas leak and called the gas company. The gas company came out and tagged four areas that needed to be fixed by a plumber. The pipes were exposed, and no drywall removal was required. I called My Plumber Plus and was quoted two options. The first was to just fix the gas leaks for $500. The second option was to fix additional things unrelated to the leak for $1000. I opted for the $500 option. The plumber fixed the leaks in about a half an hour. I signed the invoice which was delivered to me electronically and discovered a bill for $1095. I had signed the invoice on a handheld device which made it difficult to view the charges. I argued my case with their customer service representative and the response was, you signed it. Although I realize that I had made a mistake, I feel as though I was misled and overcharged. The work required half an hour and very few materials (which I dont have an itemized list for). However, the customer service representatives response was, regardless of how much time it took, it was the agreed upon price for which I signed. I feel as though I had been misled and want restitution for the additional $595 I was charged.
Business Response
Date: 01/30/2023
From: ******************* <****************@myplumber.com>
Date: Mon, Jan 30, 2023 at 7:51 AM
Subject: Complaint # *********
To: *********************** <****************@mybbb.org>

We sent a technician out for a customer on 1/15. Gas company had shut off gas due to a customer having a gas leak on pipes near the HVAC and water heater. Technician replaced gas valve & repaired gas leak in 4 areas. Inspector also found that the HVAC burner had a gas leak and recommended the customer to have an HVAC tech out. Customer stated she found another company. We spoke to the customer's boyfriend on 1/16 and advised him that the homeowner was given 2 estimates 1 for $1,094 which included membership for Priority Club and 1 for $1,069 just to make the repairs that were needed and the homeowner decided to go with option of $1,069. Customer did sign the estimate as well as the completed invoice.
Thank you,

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

My Plumber PLUS
Customer Issue Tracking
6897 Gateway Court
Manassas, VA 20109
Direct: ************ ex. ****

Customer Answer
Date: 02/04/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because:
Your response to my claim speaks to the issue I have with this entire situation. Rather than acknowledging the misunderstanding, your response was you signed it. You ignored the claim that the price verbally quoted was not the price charged. My friend was with me and had the same understanding of the proposed charge that I did: $500 for the repair and $1,000 for additional work. When the work was complete, the technician expanded the signature field of the tablet, causing the charge to not be visible. Perhaps you can ensure that your technicians show the charge before having the customer sign anything.

I feel taken advantage of in a desperate and scary situation l am a single mother and schoolteacher and I feel like I was treated like some ignorant woman who doesn't know any better. Even before addressing the potentially dangerous gas leaks, the technician tried to sell me a water conditioning system to prevent rust build-up in my WATER pipes. I had a GAS leak! I feel like I needed to reach out to the Better Business Bureau because I feel as though My Plumber PLUS practices are not in line with a company that one should call for help, certainly not in an emergency.

Regards,

*****************************
Business Response
Date: 02/13/2023
From: ******************* <***********************@myplumber.com>
Date: Mon, Feb 13, 2023 at 2:03 PM
Subject: Complaint # ********
To: *********************** <**************@mybbb.org>

Good afternoon, I met with our IT department to further review this customer's estimate and nothing was modified during the technician's presentation, or after the sale of this customer's price that was given. We are a paperless company as far as estimates and invoices and all communication is done through technicians **** when building tasks that are needed to present customers with estimates. When the technicians build an estimate for a customer and they present it on the view screen there is no way to expand or make anything appear or disappear, you may only scroll up or down to get to the signature box. There may have been some form of miscommunication when the technician was discussing the cost of what was needed because for the 1/2"emergency shut off to gas it was $568.00 and to replace 1/2" exposed gas delivery system it was $501.00. Which is the total of the job that the technician provided at time of service.
Thank you,

*******************
My Plumber PLUS
Customer Issue Tracking
6897 Gateway Court
Manassas, VA 20109
Direct: ************ ex. ****
Initial Complaint
Date:01/03/2023
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My Plumber initially came to snake a toilet in my basement; they not only didnt resolve the issue, they A) almost broke my back flow during the work, and B) attempted to blame the issue returning on a belly in the pipe (which wasnt the cause) and charge me an additional $10,000. I had to get a second plumber to come out and do the job correctly. They took my money, didnt render services correctly or even technically, almost damaged my home, and then tried to charge me again for an unrelated issue to fix the work that wasnt done properly the first time around.
Business Response
Date: 01/23/2023
From: ******************* <**********************************************>
Date: Mon, Jan 23, 2023 at 12:24 PM
Subject: Complaint # ********
To: *********************** <************************************>

Good afternoon, We had a technician out to this property on 11/3 for a stoppage issue and at time of service our technician cleared the stoppage for customer. On 11/4 we sent our camera specialist out to camera the line which is offered as part of our service, when camera specialist was at property customers' stoppage was still cleared at that time however the camera of the line did show that the customer had a belly in the line. Camera tech gave the customer an estimate to repair. On 11/5 customer called our company back at 2:30pm and stated when her husband was in the shower the toilet downstairs was backing up again so we scheduled to send her a technician out for same day service. At 3:24pm the customer called back in and canceled with us. Customer called back on 11/8 and was requesting partial refund back, she stated she had another company out that was disputing our work, we requested the customer to send in an invoice of what the other company had done so it could be reviewed by management. Customer agreed to send in the invoice but we never received it. My Plumber Plus did send customer her video showing the belly in her line. If customer would like to send in an invoice from the other company showing what they had to do versus what we did at time of service it will be reviewed by management.
Thank you,

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

My Plumber PLUS
Customer Issue Tracking
6897 Gateway Court
Manassas, VA 20109
Direct: ************ ex. ****

Customer Answer
Date: 02/06/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because:
From: ***** ******* <**************@*****.com>
Date: Thu, Feb 2, 2023 at 7:03 PM
Subject: Case number ********
To: <[email protected]>

Good evening,

The vendor has posted false information and I need to correct it. Not only had they confirmed receipt of the invoice, they asked us to send it a second time because it didn’t have a price number on it; we didn’t provide this because the amount of money we had to spend a second time is irrelevant to their inability to perform the work we paid for. They don’t need that information, because they didn’t provide the services I paid for, almost broke a vital part of my plumbing, then tried to charge me a second time for a non-issue that had nothing to do with the issue we called them for in the first place.

Regards,

***** *******
Business Response
Date: 02/06/2023
From: **** ***** <**********@myplumber.com>
Date: Mon, Feb 6, 2023 at 9:00 AM
Subject: Complaint #********
To: ***** ****** <*******@mybbb.org>

We will have to disagree with the customer's statement. The invoice that was sent to us on Nov.10,2022 from the customer's contractor was only showing us the contractors recommendations as to what our technicians should have done based on their opinions, it does not show us that customers 2nd opinion contractor had to re perform any portion of work that was performed by us. We did ask the customer to show us an invoice of what the 2nd contractor's work performed consisted of so that we may compare the information of services performed.
Thank you

Dana C****

My Plumber PLUS

Customer Issue Tracking

6897 Gateway Court

Manassas, VA 20109

Direct: ************ ex. ****
Customer Answer
Date: 02/06/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because: once again, the business in question is lying; at the top of the document I submitted shows the work performed (“camera… found large amount of paper built up @ the back flow device”). The second plumber had to clear this clog, which My Plumber failed to do (along with almost breaking said backflow).

Regards,

***** *******
Business Response
Date: 02/14/2023
From: **** ***** <**********@myplumber.com>
Date: Tue, Feb 14, 2023 at 7:03 AM
Subject: Complaint #********
To: ***** ****** <*******@mybbb.org>

We had a technician out to this property on 11/3 for a mainline stoppage. Technician cleared the line and everything was flowing at that time. Camera specialist returned to customers home on 11/4. At that time the camera located a belly in the line which was discussed and shown to the customer.***We do not warranty sewer lines that clearly show an issue*** meaning the belly in the line. Customer called us back on 11/5 for stoppage again and we had a technician scheduled to come back out that same day, before technician could arrive customer called us back and cancelled appointment because without us knowing what was going on customer wanted us to say there would be no charge for the visit on 11/5 which we could not agree on without knowing the issue. Customer was told we do not know if there would be a charge for that visit because we did not know what the cause of the issue was.
Thank you,

Dana C****

My Plumber PLUS

Customer Issue Tracking
6897 Gateway Court
Manassas, VA 20109

Direct: ************ ex. ****
Customer Answer
Date: 02/14/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because: this was already mentioned, and proven to be misleading; the first technician only LOOSENED the clog (which the second plumber verified), and the camera technician didn’t run the camera from the source of the problem (he only ran the camera from the outside piping to the street, where the issue WAS NOT LOCATED). The clog was close to the back flow (see previous message about this), and thus neither technician solved anything. When we called the second time to have My Plumber return, they tried to blame the original issue on the belly mentioned previously, which was again proven blatantly false (and now crossing the line of “predatory” with their attempts to further charge me over $10k to fix said non-issue). I’m tired of talking in circles at this point, because My Plumber has proven time and again they not only do the job correctly, they don’t stand by their product and try to grift unsuspecting customers. Unless the business is willing to either issue a refund or at the minimum a partial refund, I will not accept any response from them. I’m done with their lies (trying to say I provided no documentation from the second plumber I called proving My Plumber failed to do their job, then lying again about us not contacting them about our issue), and I will not stop rescind my complaint unless aforementioned action is taken.

Regards,

***** *******
Business Response
Date: 02/22/2023
From: **** ***** <**********@myplumber.com>
Date: Wed, Feb 22, 2023 at 11:26 AM
Subject: Complaint #********
To: ***** ****** <*******@mybbb.org>

I have spoken to our Director of Operations and I have discussed everything pertaining to this service call and at this point My Plumber Plus is offering to customers a partial refund. I have left a message for the customer so that we may discuss this further.
Thank you,

Dana C****

My Plumber PLUS
Customer Issue Tracking
6897 Gateway Court
Manassas, VA 20109
Direct: ************ ex. ****

******** | ********* | ******** | *******
Customer Answer
Date: 02/24/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have verified the partial refund has been successfully issued to my account. While I strongly believe it should never have had to get to this point, I will accept this resolution, and consider the matter closed.

Regards,

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

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