Complaints

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  After previous issues regarding our master bathroom toilet and shower, our guest toilet started to leak when flushed. We called American Home Shield, who dispatched Third Generation on April 4th. The plumber, *****, asked if there was a cleanout, which we were unsure. He didn't search for a cleanout and pulled our guest toilet to snake. During the snaking, no debris was removed. After the snake, he determined that the ****** needed to be replaced. He left for the hardware store and drove into the neighbor's mailbox. He had to purchase materials to fix the mailbox in addition to our repair supplies. ***** dropped off the supplies to our neighbor, who did the repair themselves. ***** replaced the ****** and reconnected the toilet. He then repaired a leak in the master bath shower and left a hole in our sheetrock where the repair was done.We continued to have drainage issues, specifically with our guest bathroom toilet (leaking when flushed). We recalled Third Generation via American Home Shield. ***** was re-dispatched to "check his work". He determined there were further issues with the pipes, and wanted to pull the toilet to snake again for additional charges. We were unhappy and when asked why the toilet was still leaking despite flushing upon initial repair, *****'s tone shifted erratically. He threatened to gather his things and leave. He became apologetic and offered to camera our line for no charge. He camera'd our line while apologizing repeatedly for how he spoke. The camera showed mineral buildup and determined that we needed a heavier snaking, which Third Generation does not provide. After calling another plumber, we found a cleanout.We are seeking a refund of $385 for the following reasons: no search for a cleanout, damage to the neighbor's mailbox, unprofessionalism (to both homeowners), improper assessment of services needed Not only were we charged $770, but we continue to pay other plumbers to repair our pipes, as the issues were never resolved.

• Initial Complaint

  03/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was charged $625 for a guy to solder one 90* copper elbow after i had removed all of the drywall. Four hours later, I was told i would have to replace all of the copper pipes because the copper could not be soldered. They did however solder a cap on so i could turn my water back onit leaked. I called another Plumbing ** and they soldered a new elbow on in 45 mins. Charged me another $185 but fixed the leak.I reached out to Three Brotherswith no response.Avoid this company!!!!

  Business response

  03/29/2024

  TGP went out to home on 02/27/2024, 1st trip to locate copper leak.  1 Hr. owner to have cabinets removed to access copper line leak.  Returned 03/01/2024 another tech to repair leak.  Had to cut out drywall in area to attempt to solder and repair older copper piping.  Tech was out for 3 hours the second visit with access and soldering.  Was to return following day with new piping to make corrections with new piping.  TGP is willing to discount invoice by $200.    $200 has been refunded back to credit card T# R089510332490 on 03/29/2024.

  Customer response

  04/01/2024

   
  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. This response is what I had originally requested but no reply was ever sent. Also, for whatever it's worth, I cut out 100% of the drywall, not the tech. 
  
  Sincerely,
  
  *****************

• Initial Complaint

  11/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Our 12 yr. old water heater was leaking water from the bottom and needed to be replaced. We have a contract with American Home Shield (***) called ShieldEssential which under Section F, paragraph 6 covers water heaters incl. all parts and thermal expansion tanks. We paid *** a $100 service fee and *** who provided a like water heater and selected Third Generation Plumbing and Mechanical *** in *****, ** to inspect and do the job. I had to sign off on their estimate right then or the work would not be done. This all happened on 11/17/2023. They found a like water heater and could install the same afternoon, paid for by ***.Their estimate was:$425.00 for pipe modification This consists of 3 ft of 3/4" copper tubing and a dozen brass and CPVC fittings, $40 at the hardware store.$225.00 for a thermal expansion tank which, according to the *** contract is a covered item.$ ***** for a water heater drain pan, $25 at ********** $ ***** for a water heater shut off valve, $12 at the hardware store $ ****** for vent pipe mod. Since the new water heater is of the same dimensions as my old one, the existing vent pipe was used and just attached to the new water heater with about 2 ft of metal tape, a 50 ft roll is $5 at the hardware store! No new vent pipe.$ ****** for the Temperature and Pressure relief line which is a part of all residential water heaters $ ****** for gas line modification. Again the ** is of the same dimensions and gas hook up, the old gas supply line was used with the exception of a new galvanized T fitting, $10 at the hardware store.this totals $1,170.00 incl. $225 which should be *** responsibility.This leaves approx. $850 for labor for one tech and a helper for two hours.Clearly work was done and I am willing to settle for $500 as payment for the installation.FYI, ********** sells a very like water heater for under $1000.00 installed, incl. removaland disp.Third Generation Plumbing failed to obtain a permit.*******************************

• Initial Complaint

  10/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Early August a tech came out and did a leak inspection. I was not at the home and the receptionist called...not the tech...and said the tech could not find a leak so it was probably very small. She said the could fill it with coolant and it would probably be ok for a while. I agreed to this. What she did NOT tell me was that the tech never checked the line set and had simply used "the sniffer" and the recommended action was to advise the customer to do an isolation test to rule out or pinpoint the leak. I found all of this out 5 days later when all of the coolant was gone! ** and ****** met me at the condo and a huge leak in the inside coil was located. ****** acknowledged that the first tech should have suggested the iso test and he said that he would deduct the cost of the wasted coolant if I chose to replace the system or repair the coil. Obviously I have NO faith in this company and had someone else replace the coil. I feel that the cost of the coolant ($325) should be refunded to me as ****** said that the first tech did not follow procedure in advising about an iso test. I have repeatedly reached out to the company with no response.

  Business response

  10/24/2023

  Third Generation Plumbing and Mechanical was contacted for an AC repair on 08/02/2023. On arrival the system was not cooling, the technician performed and electronic leak search to pinpoint the leak (as protocol dictates) which he was not able to locate at the time of service. The technician then advised the customer of the situation and requested we charge the system to keep them cooling. The homeowner paid for the refrigerant (5lbs), the technician proceeded to charge the unit with refrigerant. The homeowner contacted TGP again on 08/11/2023 advising the unit was not cooling again, A manager went out to further diagnose this issue. At the time of service, the Manager found a leak in the coil and advised of options to repair existing and /or replace the unit. In the event the homeowner opted to replace the unit we would credit the refrigerant to the price of the new unit. The homeowner opted out of repairs or replacement with Third Generation, the service she paid for has been rendered. Unfortunately, no refund can be issued at this time. 

  Customer response

  10/26/2023

   
  Complaint: 20696999
  
  I am rejecting this response because: I never spoke to a technician; the receptionist relayed to message that a leak could not be found. ******, a manager who was at the condo for the second visit, told me that the first technician and not done an iso test nor was I given the option of having an iso test done which would have helped to isolate the leak. ****** also said that they work so much with American Home Shield that some of the techs are not as thorough because AHS pays them to go back. ****** also told me that the first tech did not do a complete job and he told me that he would take the price of the coolant off of the cost of repair or replacement however I have absolutely no faith in this company and had the replacement done with someone else. If he was willing to do that, he should refund me the cost of the coolant either way. 
  
  Sincerely,
  
  ***************************

  Business response

  10/27/2023

  The homeowner opted out of repairs or replacement with Third Generation, the service she paid for has been rendered. Unfortunately, no refund can be issued at this time.

• Initial Complaint

  10/05/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Business using an excuse about safetly concerning the location of the condenser in a building with 240 units, all of which are outside situated the same with respect to the corresponding unit.The building is almost 40 years old. The issue I am having is not uncommon and occurs often across all 240 units. There has never been a situation where the technician felt unsafe servicing a condenser outside the unit.

  Business response

  10/24/2023

  Third Generation Plumbing and Mechanical was assigned to this job via 3rd party warranty company American home shield on 10/04/2023. The technician attempted to diagnose the system which was not cooling on arrival however the condenser did not have safe access as it sits on a 19th floor ledge. Due to OSHA guidelines all technicians must have a safe access to perform work on any unit. The technician attempted to diagnose any failures on indoor air handler unit, unable to find a cause of failure. The technician then advised needing safe access to condenser, the homeowner asked the technician to leave his property before being able to gather all information for the warranty company. The owners warranty company did not cover this claim as there was no access to condenser. any further complaints should be directed to the homeowner's warranty company, American Home Shield.

• Initial Complaint

  08/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Third Generation Plumbing (TGP) was dispatched to my home for plumbing repairs on two separate occasions through the home warranty company American Home Shield (AHS). The first occasion is was for a broken bathtub faucet handle and the other was for a broker waterline under the sink. Both were covered broken items per my contract with AHS; however, TGP stated the items were "normal wear and tear". If an item is not covered per the contract, TGP will provide a quote to fix the items with the full cost paid from me. If the item is covered, I only pay the service fee to AHS of $100 and TGP does the work for a discounted rate per their agreement with AHS. TGP intentionally lied about the items that should be covered so they could submit quotes to me for outrageus fees, to make more money. The first instance, TGP told me in person that it would be covered because the item broke. The next day AHS stated it would not be covered because TGP stated it was normal wear and tear. TGP then sent me a quote for hundreds of dollars to replace the item. I called TGP over 10 times requesting to speak with a manager and never received a call back. For the second item, I was told over the phone by TGP that they could not access the pipe because of kitchen cabinets, therefore, they had to deny the claim. When I told them that I knew the back of the sink cabinet was open to the pipes, they denied the claim due to normal wear and tear and need for pipe modifications (different from what they originally said). The pipe needed no modifications, only a new valve installed where the other one broke off at the wall. They then sent a quote for $1,250 to fix it directly with them, not through AHS, so they could make more money. I had it fixed by a licensed plumber for $320. TGP is lying about covered items to upcharge AHS clients. I am seeking a refund of $530 from TGP and/or AHS to cover service request fees and repair costs for the two covered items due to the fraudulent actions of TGP.

  Business response

  10/16/2023

  This response was taken verbally by the BBB:

   

  Our Business was not hired by Customer, but by the home warranty company to provide the service. Customer's issue is with the home warranty company as they denied Customer's claim and Customer now has to pay for *********************** provided. Customer also had issue resolved with another business and filed complaint seeking reimbursement for services not provided.

• Initial Complaint

  07/19/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Company is purposely scheduling work given to them by a another party with out scheduling with customer/ tenant and charging fees to customer/tenant for not being home.

  Business response

  07/28/2023

  THIRD GENERATION PLUMBING WAS ASSIGNED THIS JOB BY A HOME RENTAL COMPANY. HOME RENTAL COMPANY SCHEDULED ALL OF THEIR OWN APPOINTMENTS. THE TENANT WAS CALLED SEVERAL TIMES AND WHEN TGP WAS FINALLY ABLE TO REACH THEM WERE VERY BILLIGERANT WITH OFFICE STAFF. NO BILL WAS SENT FROM THIRD GENERATION FOR REVISIT FEES. ANY FURTHER COMPLAINTS SHOULD BE REFERRED TO PROPERTY MANAGER FOR RENTAL PROPERTY.

• Initial Complaint

  12/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  THIRD GENERATION PLUMBING AND MECHANICAL WAS CONTRACTED THROUGH AMERICAN HOME SHIELD (HOMEOWNERS WARRANTY COMPANY). THIRD GENERATION WENT TO THE HOME ON 11/7/2022, DID INITIAL ESTIMATE.I PAYID UP FRONT ******** THE COST OF THE REPAIR, TECHNICIAN CAME BACK ON 11/25/2022 REMOVED THE **** FOR THE REPAIR. ITS OVER A MONTH, WE TRYING TO CALL THE COMPANY TO FIND OUT AN UPDATE AND NO ONE KNOWS WHAT IS THE PROGRESS OF THE REPAIR, NO ONE CALLING US BACK, TODAY IS 12/27/2022 & STILL NO UPDATE BUT IN A MEAN TIME WE ARE WITHOUT A/C OR HEATER BUT WE ALREADY PAYIED UP FRONT. WE LEFT MESSAGES, LEFT OUR PHONE NUMBER AND NO CONTACT WHATSOEVER FROM THE COMPANY. IN MY OPINION ITS A TERRIBLE CUSTOMER **********************, NO RESPONSOBILITY OR ACCOUNTABILITY.

  Business response

  01/10/2023

  THIRD GENERATION PLUMBING AND MECHANICAL ALREADY HAD A TECHNICIAN RETURN AND REINSTALL THE **** ON 01/03/2023. THE HOMEOWNER WAS INFORMED AT THE **** OF THE **** REMOVAL THERE IS MULTIPLE ****S BEING REPAIRED AT ANY GIVEN **** AND OUR POLICY WITH THE HOMEOWNERS WARRANTY COMPANY IS ALL NON COVEREDS MUST BE PAID IN FULL. 

• Initial Complaint

  12/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 13th I called my home warranty company for an A/C repair. American Homeshield Warranty assigned Third Generation Plumbing and Mechanical Company (TGPMC) for the repair. A gentleman came in on October 17, 2022 to do a "diagnostic" from TGPMC. He mentioned that I had a Freon coil leak on the 2nd floor A/C unit and that was the cause of the issue. In order for them to proceed with the repair-order they needed me to pay $800 for the Freon which my warranty company did not cover. I paid the $800 and was told that a technician would come and remove the coil to bring to their shop for repair and it would take approximately one week. On October 18th a technician came to remove the coil and he told me that the repair would not be done within a week but rather two weeks. It took this company 3 weeks for them to "complete" the job with a lot of complaining on my part. The date of completion was November 8th, 2022. After coming back from vacation later in the month I noticed that the upstairs unit was not going below 74 degrees. I gave this company a phone call which they stated that it takes time for the coil to seal. Later I found out that it was a complete lie. So I called my warranty company on December 7th, 2022 to file a complaint and to assign a different company because I had already been lied to. They couldn't do that because TGPMC had already received the money for the repair. They told me not to worry because I was still within the refurbish/recall 30 day period which meant that the company had to come out and do another diagnostic. The diagnostics under the refurbish/recall were done on December 12, 2022. TGPMC sent out a completely different technician which told me that there was still a leak on the exact same A/C unit. He stated that they misdiagnosed the location of the leak. The work diagnostic order states, " Found liquid line gasket at condensation bad and leaking Freon. Needs new gasket." This meant that the $800 that I spent on Freon was completely gone and that I needed to spend another $800 for the misdiagnosed repair. That he was sorry. Soon after he left, I called my warranty company and was told not to worry. But it was too soon to file a complaint because they had not received the new diagnosis. Later that same day I received an email stating that the work order was for a HEATING PUMP. I could not believe this was happening. I explained to them time and time again that the work order had the exact same diagnostic from the original repair but in a different location from the same A/C unit. It had nothing at all to do with the Heating Pump. I was told several times by the warranty company that I wouldn't have to pay to refill the Freon. I asked to speak to a supervisor and they told me that they were not available but one would call me in 24 hrs. Never received the phone call. Now today I called my warranty company and an escalation manager told me that there is nothing they can do because according to TGPMC I was outside my 30 days. I have to pay for the refill of Freon for $800. I explained that I was not outside of the 30 days because the initial "repair" was done on November 8th and my complaint for no repair was on December 7th. They finally admitted that I was right. They stated that they would call the repair company back and that it would be escalated with their supervisor. I called the repair company soon after and I asked to speak with the owner ****************************** was told that he was busy. Later I called and was told that he was sick and they don't know when he will be able to reach back out to me. Everything that I have stated I have recorded (conversations, text messages and documentation.)

  Business response

  12/14/2022

  THIRD GENERATION PLUMBING AND MECHANICAL WAS ORIGINALLY OUT TO THE HOME ON 10/18/2022 THE DIAGNOSIS WAS A LEAK IN THE EVAPORATOR COIL. THIS COIL WAS REMOVED ON 10/24/2022 AND REINSTALLED AFTER REPAIR ON 11/08/2022. THIRD GENERATION RECIEVED A RECALL WORKORDER FROM THE HOMEOWNERS WARRANTY COMPANY ON 12/08/2022 WHICH WE RETURNED ON 12/12/2022 AND LOCATED A SECONDARY LEAK IN THE CONDENSING UNIT AT THE GASKET. THIS WAS THEN CALLED INTO THE HOMEOWNERS HOME WARRANTY COMPANY. THE HOME WARRANTY COMPANY DID NOT COVER THE REFRIGERANT. THIRD GENERATION PLUMBING AND MECHANICAL APOLOGIZES FOR ANY CONFUSION OR UNPLEASANT EXPIRENCE WITH THE HOME WARRANTY COMPNAY. ANY FURTHER COMPLAINT SHOULD BE FORWARDED TO THE WARRANTY COMPANY. 

  Customer response

  12/22/2022

   
  Complaint: 18567929
  
  I am rejecting this response because: On Decmeber 21st American Homeshield warranty company sent out a different  A/C company for a much more thorough inspection to be able to ****** a proper third opionion/assessment. ******************* had told me that they have done many second opinion assesments behind Third Generation because of the amount of issues customers have had with this company. He also asked, "why do they have three different people doing the job? They should have one technitian doing the job so that there isnt any miscommunication." This gentleman spent hours using his detectors and spraying to try to find any leaks. No leak was found. I showed ******************* the report given by Third Generation and disagreed with the second inspection given by Third Generation. No second leak was found. Therefore, the issue is that Third Generation never put freon back in the system to complete the job. It was said many times by Third Generation employees that because I was not their direct line of contract (warranty company pays them) that one can never expect a proper job done. I was given much more information by ******************* in one day than Third Generations had given me in months. Just bad business and customer ********************** on behalf of Third Generations. Do not hire this company. The owner ****************************** needs to be more hands on to see the poor quality job done by its employees. Nasty attitude with the office ladies over the phone and all the way around very poor job quality. I have attached the report done by ************ 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  12/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a house in ******* in June and the **** worked just fine. Last week the system stopped working and since I am out of town for military duty, I called American Home Shield to setup a service call through the warranty program. The company that was used (Third Generation Plumbing and Mechanical ***** did not contact me to schedule the service call. They set the appointment automatically, even after my wife contacted them to schedule an appointment. This appointment was scheduled for 12/7/22. The company did not show up on time. I was notified by the office staff at 9:58 that a Technician was on the way to our house and would be there in 30 minutes. An hour later with no Tech, I called to find out what the arrival time was. The lady I spoke to stated she was too busy to call me and tell me that the Tech decided to take his 30 min lunch break. Another hour later the Tech still had not arrived. I filed a complaint through American Home Shield and have not heard anything back. When the Tech finally arrived he spent about 30 minutes at our house and said he had no tools or refrigerant to fix anything. He then stated there was a Normal Wear and Tear hole in our evaporator coil that was installed in April of 2021. This evaporator coil is located in my garage. He did not check the condenser unit that was outside because he did not know how to open it. He also stated he needs a crane to install an evaporator coil in a ********* then contacted the company that had installed the evaporator coil (install done in 2021 by A/C Therapist out of *****, *******). They came out the next day 12/9/22, inspected both the evaporator coil and the condensing unit and found an actual leak in the condenser unit (with video proof). Third Generation Plumbing and Mechanical was attempting to charge me $1500 that was not covered by the warranty to replace an item that worked just fine and would not have fixed the problem.

  Business response

  10/24/2023

  Third Generation Plumbing and Mechanical was assigned to this job through a 3rd party home insurance company (AHS) ON 12/07/2022. The technician performed a full diagnostic on the system finding a repairable leak in the coil. Upon the initial visit the hanging kit hold the unit in the garage horizontally was blocking the service panel to get the coil out. in this case TGP would need a lift to lower the unit to safely access and repair the unit. The homeowners warranty company didn't cover the lift or a portion of the refrigerant on this claim. The homeowner did not pay the non-covered items and no further work was completed at this home. Any further claims for reimbursement should be directed to the owner's home warranty company American Home Shield.

  Customer response

  10/26/2023

   
  Complaint: 18549823
  
  I am rejecting this response because: The leak was not located on the evaporator coil as the company states. They found no evidence of a leak on the evap coil, and the tech who was on site stated that they could not find where the refrigerant was leaking from. 
  

  Since the evap coil was still under warranty from another company, I called them to come out and look at it and they did a proper diagnosis and found that the leak came from an improper weld on the condensing coil. I have attached their findings. Since their repair, our A/C system has worked properly.
  

  I am rejecting this response because the system was not properly diagnosed and their solution would not have handled the situation in any form or fashion. 
  

  The company also did not show up when they said they would, the office personnel that I spoke to were rude, and the tech didnt find the source of the leak. 

  
  Sincerely,
  
  *************************

  Business response

  10/27/2023

   The homeowner did not pay the non-covered items and no further work was completed at this home. Any further claims for reimbursement should be directed to the owner's home warranty company American Home Shield as no service fee's were paid to us but to the home warranty company American Home Shield. 

  Customer response

  10/27/2023

   
  Complaint: 18549823
  
  I am rejecting this response because:

  The company didnt even properly diagnose the system. Even if I had paid the non-warrantied items it would not of fixed the issue as the diagnosis that they performed was a sham. And now this appeal process has been dragged out for an exceptionally long time due to the service providers lack of administrative skill. 

  
  Sincerely,
  
  *************************

*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. ↩