ComplaintsforPlumbSmart Plumbing Heating and Air

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of Air Conditioning Installation: 09/19/2022 ************ uses gimmicks like requiring customers to sign up for a 12 month "membership" in order to get 10% off their already jacked up pricing. This membership costs $189 per year in 2022 and it probably costs more now. The membership is supposed to include 2 annual AC "check***" with up to 1lb. of FREE R410A refrigerant if needed to recharge the system. Airflow inspection, cleaning and power wash with detergernt if necessary of the condenser coil, check thermostat and all duct work, check furnace in the fall and clean furnace inside cabinets, drain condensate from the drain plug and flush system, inspect heat exchanger. I have Screenshots of my emails and phone records, they did ZERO of the included membership features that they boast about on their $2484.87 repair invoice to replace our Carrier Fan Coil unit. They do not call to schedule the twice a year system check-*** and all of the above features... They do not email you a reminder either. There's a legal definition for accepting payment for a service that they rarely honor. Its called UNJUST ENRICHMENT. They wanted to charge $89.99 for a service call "diagnostics" to "check my units" when I was repeatedly promised in writing and verbally that their 12 month ************ Membership would "check my units" & PREVENT unnecessary breakdowns. They FAILED to deliver what they promised after I spent $189 on the membership and almost $2500 with their company. I cannot recommend this company when they use a fake 12 month Service Membership UPSELL to "help" their sticker shocked customers "get a discount" when they quote an INFLATED REPAIR Estimate in their homes. The INTENT is to SELL something that they KNOW 99% of the customers are never going to receive. They don't schedule or remind their customers of the service plan that was purchased. I am requesting a $189 refund.

  

  Business response

  08/13/2024

  We spoke with **************** and have acknowledged our part in failing to meet his expectations. We have issued a refund of the $189 service agreement. 

• Initial Complaint

  05/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 05/06/24 ********* from Plumbsmart came to our house to fix a leak in a pipe in a wall. He said he also had to have a leak detection company out to help him and this would cost $200-$400. He said we would be credited the cost of the leak detection against the repair. He located the pinhole leak in a copper pipe in a wall, capped the pipe, and then insisted that we also probably had a slab leak, which we didn't have. This could have been easily tested without a leak detection service by turning all the water off then seeing if the city meter was running.Without asking he went into the garage to prepare for installing his proposed solution and cut another hole in the garage wall, damaging a P-trap for our water softener while cutting into the wall. ********* then told us the leak could not be repaired by replacing some of the copper pipe where the leak was located. He insisted that we would have to do a partial replumb of the house taking the lines overhead and tearing out another two walls to reroute the lines for $6,200 less the $600 charged for the unneeded leak detection services. At this point I thought his solution was inappropriate and unnecessarily complex. I contacted another licensed plumber referred by a friend. This plumber replaced the copper pipe where the initial pinhole leak was located for $1,500, and repaired the damage to the garage P-trap for $200.I think Plumbsmart owes me $247.50 for their charges, $600 for the unnecessary leak detection service, $200 for repair of the garage P-trap, and $250 for repair of the garage wall that should never have been cut. A total of $1,297.50.

  

  Business response

  05/27/2024

  We have made multiple attempts to contact this customer, ***** (****) *****, to issue a full refund but our calls and messages have not been responded to as of May 26th, 2024. We have sent a written response by U.S. mail to this customer with a check for $1,297.50
  
  
  Customer Information: *********************
  ************************************** *****************
  Daytime Phone: **************
  E-mail: ******************** 
  
  
  
  ***** Decker
  PlumbSmart Plumbing Heating and Air
  ******************************************
  *************

• Initial Complaint

  08/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hello, I hired Plumbsmart to do extensive plumbing in a home that we purchased in 2021. The plumbing consisted of 12K to include new fixtures, water heater, water softener system, install sink stops, ect. They installed everything on 8/4/2021 and charged me $11786.18 for everything. Fast forward to yesterday 8/1/2023. I had another plumbing company looking at a toilet that keeps backing up. He opened the tank and mentioned "media." He looked at my additional toilets and looked at the water softener. He told me that the water softener is not working, and that I need to call the company who installed it. I am having some issues with my plumbing fixtures as well. They seemed to be blocked.I had Plumbsmart who is the original company who installed the system out to my home on 8/2/2023. I explained that I reached out to them because another company had notified me that I was not getting soft water. And that my fixtures were blocking up because the filter was not working on my system. They took a bunch of pictures and told me they were going to charge me $800.00 warranty fee to get the softener replaced. And they actually wanted to charge me close to 4K to dis-assemble my plumbing components and clean them..... I declined the part cleaning service, but agreed to pay the $800.00 fee. I thought this should be under warranty. The original ticket charge was $11,786.18. The equipment is less than two years old and clearly has not been working. Everything has been installed correctly. I told them I would never use their business again because I believe this was their error, and they are trying to pass on the cost to the consumer. I pray that the public does not use this company and that this complaint gets investigated. I have pictures if you would like to see my toilet matter, and hard water build-up. I was ripped off... And I hope others don't go down this path

• Initial Complaint

  06/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 23, 2023, Plumb Smart installed a reverse osmosis system in my home. I wasn't able to drink the water because there were white particles floating in the drinking water. They returned to my house 7-8 times to correct the problem. They changed the filter 3 times and installed a new system, which did not solve the problem. Four months later I still have white particles in the water and am unable to drink it. I have asked them to remove the system and refund my payment of $840, but they refused and said they won't come back anymore.

  

  Business response

  07/07/2023

  This complaint has been resolved with the customer. She has been given a full refund.

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