Complaints

• Initial Complaint

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Express Plumbing came to my house to fix a leak. They tried 3 times and then finally left me with a mess. They charged me $316.94 and caused $3527.56 in damages to my home - Service Master was in my home drying and re constructing from 10/2/23 until 2/1/24. I sent a negative ****** review of Express Plumbing on 2/19/24. The owner replied and said he would contact me soon... Today is 3/7/24 and no further response. I have a full narrative of what happened including receipts from Express plumbing for each of the re visits. I have pictures of the damage and texts between me and the Express Plumbing manager. The flex lines not being replaced on each attempt was the cause of the leaks. The cutting of the copper pipe all the way back to the wall was the reason it went undetected for so long. The Ideal Plumbing owner (who finished the job) will testify to that. The Express plumbing manager said he noticed in the pictures that "each plumber took" - the same Lowes tag on the flex lines and stating this is not how we teach our plumbers to work. He agreed that the flex line should have been replaced with new. He also agreed to pay for all the damages until I asked him to put that in writing. Within hours he text me back saying that Express Plumbing would not finish the job. The manager also told the Service Master manager in a phone call that Express Plumbing would pay for all the damages. I have all the texts between me and the Express Plumbing manager and pictures of the damage. Thank you. *******************************

  

  Business response

  03/18/2024

  We take all feedback and complaints seriously, as ensuring customer satisfaction is extremely important to us. After carefully reviewing the circumstances surrounding the services rendered, we believe that there has been a misunderstanding that warrants clarification. It is important to note that, according to our records and the customer's admission during our initial phone call, the water leak issue had been present prior to our arrival at the property. And this leak was progressively getting worse. This is also indicated in Invoice #*****.  Furthermore, the customer had attempted to address the leak themselves before seeking our professional assistance. The evidence provided indicates that water damage was occurring to the property prior to Express Plumbing Heating & Air's initial visit. 
  
  
  Detailed invoices and supporting documentation clearly indicate that the customer was provided with multiple repair options, ranging from economy to premium repair options. The customer selected the Economy Option. This option did not include the flex supply lines customer is referring to in paragraph 4 of the Express Plumbing Narrative Document.  Because delivering extraordinary service is a core value of ours, we returned to the customers home within 24 of each call.  And with no additional charge to the customer we replaced additional piping in the crawl space and new shut off valves to ensure a quality repair. 
  
  
  Given the evidence at hand, we kindly request the removal of the complaint from your platform. We believe that the documentation will clearly demonstrate that Express Plumbing, Heating and Air has acted in good faith, providing the agreed-upon services under the circumstances described.
  
  Please advise on how we *** submit this documentation for your review. We are confident that, upon examination, you will find our response and the evidence provided satisfactory for the resolution of this complaint.
  Thank you for your attention to this matter. We are eager to resolve this amicably and remain open to any further discussion or clarification that *** be necessary.
  
  Sincerely,
  Management Team

  Customer response

  03/21/2024

  Response to BBB
  I am surprised that Express Plumbing will not make a situation that they caused right. The leaks from the beginning were just drips directly under the compression fitting away from the wall. When it was first noticed there was about a cup of water in a tray directly under the compression fitting. I had Express plumbing check for any water each time they came out and failed to stop the dripping fitting. I kept a red bucket under the fitting each time they came out. Each time they said it was dry under the house and under the cabinet. The damage was caused after the third try and failure by Express Plumbing to fix a simple leak. The plumbers had finally cut my 4 of copper pipe back to the wall, so the compression fitting was pressed against the wall and we could no longer tell if it was leaking. I told the plumber that this was not right and I did not like the fix.. He said trust me.. the leak is fixed. Finally, weeks later, there were black knats were everywhere in my house and coming out from under the cabinet. Me and my wife tracked down the source of the knats to the bottom side of the cabinet. They were coming out of a space between my floor and the cabinet where the plumbers were working.
  I have texts / phone conversations / and all face to face conversations documented. I have the manager of Express Plumbing apologizing for the damage to my house caused by his plumbers. I see in the response from the owner where he says they offered me three options and I refused to take the most expensive one.. I was given the prices ranging from $300 to $1200 for fix a simple leak. I told him to (Just Fix The Leak). I guess when you go with Express Plumbing, and dont take the most expensive option they will leave you with a damaged home taking 4 months to repair. I have everything documented; even another plumbing company who will come to court that came to my rescue. I have the manager of Service master who will come to court. ****** (Express Plumbing Manager) actually told him, right after he told me, that his plumbers had caused the damage and he would wait for the final repair costs. He told the Service master manager that Express Plumbing would either pay the bill in cash or they would submit to their insurance. But they would cover all the damage. 
  Like I stated earlier, the manager of Service Master called me right after the conversation with ****** and said ****** admitted his guys caused the damage. They actually kept using the same flex hose each time. (My other plumber will testify why that is never done.) ****** actually told me when he apologized for the damage that they caused, in every picture his plumbers took, that he could see the same (*****) tag on the flex line. I am sure that Express Plumbing does not use Lowes flex lines. I paid $10.48 for that flex line when I went to fix it the first time. It still dripped into the bucket. That is why I decided to call the professionals. It seems like I truly made the wrong call. 
  I am sorry to say that now I am forced to take Express plumbing to court to force them to finally do the right thing. I hope others see the risk they take if they decide to use Express Plumbing. And NO I will not delete or retract any ****** review, or any other reviews that I may make unless Express Plumbing decides to do the right thing and cover the damages caused by their employees.
  

  
  

  Customer response

  03/21/2024

   
  Complaint: 21402705
  
  I am rejecting this response because: 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  06/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had a burst plumbing in the master bedroom and hired Express Plumbing Heating & Air on April 25, 2022. *********************************** was sent to do the job, gave me a quote for $2076.08 that includes new water hear, 1-year warranty and includes all pipe replacement to the burst pipe. When he was done, I asked how much would it cost to replace the pipe from the master bed to the kitchen. He gave me $1400, for 50 feet of pipe. He came back on April 29, 2022 to finish the rest of the pipes. I signed the loan for $4076.08 with Goodleap, got the certificate of completion and Express receipt.I sent 2 payments to Goodleap but it was rejected. I called Goodleap and found out my loan for $10k needs signature. I told them I don't owe $10k. I was told to have ********* do a change order.In June 6th, Express sent a Supervisor to do a quality check. They found out I did not get new pipes in the kitchen, nor from the water heater to the master bath. ********* only replaced a *** of 1 foot in the bathtub and another in the water heater. I emailed all documents and text to Express and they are now ignoring me. I asked how they will fix the pipe I paid for and NEVER received. They said, I need to pay $6500 to get it done. I told them that's not right. I am a senior citizen woman living alone on a budget income. This company is operating without integrity. I feel like this company is taking advantage of me. I don't know who else to reach out to.I will send you all the agreements, text and receipts if you require it.I would greatly appreciate all your assistance in this matter. Thank you in advance for any help you can give me.********************* ************

  

  Business response

  06/17/2022

  Thank you so much for bringing this to our attention. We're extremely happy to have reached you in person and we look forward to being able to complete the project as we have it scheduled for Monday. We're going to make sure that the work was done on the previous installs, finish out the loan and make sure that it is the correct amount. We pride ourselves on demonstrating integrity and plan to follow through on that promise to you. We look forward to Monday and being able to assist getting this back on the right track.

• Initial Complaint

  05/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a technician come out to look at our furnace since we were charged for a follow up from a previous visit. The unit had been properly running the day of the visit. We were recommended that we need a new A/C Furnace at the end of the visit. After the tech had left, I attempted to turn on our A/C and it no longer worked. I removed the panel on the condenser to find the capacitor wiring had all been removed. With evidence of their previous locations visible by scratches on the space connectors, I reconnected the capacitor and the unit began to function as normal. A disgusting business practice that will likely cost their customers tens of thousands of dollars in scam visits.

  

  Business response

  05/27/2022

  Thank you for taking the time to leave this feedback regarding your service experience with us. Were very fortunate enough to have a customer like you because not many people take the time to leave there service experience insight for us. Your concern has been taken to the direct manager of the service technician that was at your home. Well conduct an investigation regarding your service experience and give you a call. Thank you for giving us this opportunity to continue to improve our services. Please feel free to reach out to us for any more detail you can give or questions you may have. We do not take this type of feedback lightly. The technician that serviced you is no longer with the company due to not representing the company in a professional manner so your insight brings more to light about his possible behaviors at the company that we do not tolerate or want to conduct business. 

*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. ↩