Complaints

• Initial Complaint

  12/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 26, 2024, I had a plumbing inspection scheduled with ABC plumbing and the City of ******** at approximately 1PM. Both representatives entered the condo and shortly thereafter, the inspector indicated that additional work needed to be done and they left. I wasnt familiar with the technical details of what still needed to be done so I called the office to understand next steps. The office person told me that it would be a simple fix to finish the job and that would reach out to a plumbing manager for details. She then called me back and indicated that the work would be covered under warranty and that all I needed to do was to schedule an additional appointment. I proceeded to schedule several appointments in the subsequent weeks and months and each time a different plumber gave me some excuse made about why the work couldnt be done. One asked me to forward him the message that indicated the work was under warranty. When I forwarded him all the messages with the office, he said he couldnt do the work because he didnt see the word warranty. Now I was forwarded to another plumbing manager and I forwarded HIM the message from the office clearly stating that the work was to be finished through warranty and yet this manager completely disregarded his own colleagues promise.I do not know the reason why this company is retracting their word, but there seems to be a lack of accountability on multiple levels in their customer service delivery.

  Business response

  12/26/2024

  Dear Mr. ****************** you for sharing your feedback with us. We sincerely apologize for the frustration and confusion caused by the ongoing issue with your plumbing inspection and the subsequent service. We understand how important it is to have clear and consistent communication, and we deeply regret that your experience did not meet the expectations we strive for.

  After carefully reviewing your case and speaking with our management team, we understand that there has been a significant breakdown in communication regarding the warranty coverage for the work in question. While our office initially communicated that the additional work would be covered under warranty, our management team has clarified that, based on our records and the scope of work involved, the repairs in question do not qualify for warranty coverage.

  We recognize the confusion this has caused, and we genuinely regret any misunderstanding that may have occurred. We want to assure you that we are committed to providing you with a solution that addresses your concerns. We are more than willing to work with you on scheduling and completing the necessary repairs, though we must clarify that these repairs will need to be handled as a paid service, as opposed to being covered under warranty.

  Our plumbing manager has been in touch with you to coordinate on a resolution. To have this request completed, I would encourage you to discuss this with ******, the plumbing manager. Should you require any additional assistance please reach out to the Customer Experience Team. Thank you and have a  wonderful day.

  Kind Regards,

  The Customer Experience Department

  Customer response

  12/29/2024

   
  Complaint: 22725563
  
  I am rejecting this response because I never requested any services be covered under warranty. Said justification was offered to me by several staff members as a proposed resolution dating back to October 1, 2024 and reiterated several times over subsequent months. The reversal of such decision is where the inconsistency in communication remains. 
  

  The matter is simple: to honor the resolution that was offered by plumbing manager ***** ****** on October 1st, 2024. Any additional process improvement or management communication should be dealt internally and is not the responsibility of the customer.
  
  Sincerely,
  
  **** *****

  Business response

  01/07/2025

  Dear Mr. ****************** you for your continued patience regarding this matter. I apologize for the confusion and I want to clarify that we will indeed honor the resolution that was initially offered by the Plumbing Manager. We will stand by this commitment, and we are taking immediate steps to ensure that it is fulfilled.

  Any internal process improvements or communication adjustments will be handled within our team, and we acknowledge that it is not your responsibility to manage these issues. Your satisfaction is our priority, and we will ensure that the agreed-upon resolution is carried out as promised. We will reach out to you to complete this and resolve this issue once and for all.

  If you have any further questions or require additional assistance, please do not hesitate to reach out.

  Sincerely,

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

• Initial Complaint

  11/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I just saw the *** $49.00 Special for Furnace Tune Up on a Television Commercial. I called to make an Appointment and got a Representative who kept insisting that my phone number was something other than what it is no matter how many times I told her that was not my phone number. Then she ask me if I was a person named something other than the name I introduced myself to her at the beginning of the call. I ask her why she kept insisting I was someone other than who I had introduced myself to be and she said because my phone number is attached to that name (even though I had told her at least 3 times that information was not correct) she then insisted that I lived at a location, also attached to that phone number and when I spelled my name, gave my phone number and address, she said I was not in ************* Area. I told her I just saw *********** Vehicles in my Neighborhood earlier this week/ last week and the Representative said some of their Employees live in this area. I requested that one of them be assigned my request for Service . She said that would not be possible. I requested to speak to a Supervisor and was told none were available. Please assist. Thank you.

  Business response

  11/22/2024

  Hello,

  I believe this would be a case of mistaken identity. I believe  there is a company in the ******* area with a similar name. We are located in ********* IL., We do not service the ******* area, we do not run or have any TV commercials, we have never offered a $49 tune up and none of our work vehicles have ever been in *******. Please let me know if you need anymore information.

  Thank You

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

  VP/SEC.

  Customer response

  11/25/2024

  ABC HEATING AND COOLING 

  $49.00 TUNE UP

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

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

  **************; HEIGHTS,  *************; 60004

  Business response

  11/29/2024

  Dear Ms. ******************** you for reaching out and sharing your recent experience with us. We sincerely apologize for the confusion and frustration you encountered during your phone call with our customer service team. We strive to provide the best possible service to all of our customers, and we deeply regret that we did not meet your expectations in this instance.

  After reviewing your request, we would like to clarify that while we truly appreciate your interest in our Furnace Tune-Up special, your address falls outside of our current service area. We understand how frustrating this situation must be, especially since youve seen our service vehicles in your neighborhood. Please know that some of our employees live in the area, but unfortunately, we are unable to extend service to locations outside of our defined coverage area.

  We understand that this may not be the response you were hoping for, but we do want to be transparent about our service limitations. If your location changes or if you are able to meet the coverage criteria in the future, we would love to assist you.

  Thank you for your understanding, and again, we apologize for the inconvenience this has caused. Should you have any further questions, please reach out to our Customer Experience Team directly.

  Sincerely, 

  The Customer Experience Department

  Customer response

  11/29/2024

   
  Complaint: 22589721
  
  I am rejecting this response because:The ABC Vehicles I saw in my neighborhood were not passing thru, they were parked conducting Company Business.  Your Commercials say you serve ********  Your online information says you serve both ************ . I live in on the Westside of ******** 
  
  Sincerely,
  
  ******** *******

  Business response

  12/04/2024

  Dear Ms. ***************** completely understand your position on this matter.  Although our work trucks were in close proximity to your location, we are unfortunately unable to provide services in your area due to our defined service boundaries. To be clear, ************ and the West side of ******* are two separate areas. Hopefully in the future, and as we grow, those boundaries will grow as well.   

  We realize how inconvenient this must have been, especially when our team was nearby, and we regret that this was not communicated more clearly at the outset. We always strive to provide the best possible service to our customers, and we understand how this situation did not meet your expectations.

  Thank you again for your feedback, and we apologize for any inconvenience caused.

  Sincerely,

  The Customer Experience Department

• Initial Complaint

  11/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  They came out for a sewer gas smell for the first visit, which involved a superficial inspection that ignored the main sewer pipe, with no resolution. They returned for visit 2, cut into walls without finding the source, and assured me the only path forward was a pricey $6500 smoke test, for which I paid a $1000 deposit, but they offered a discount if I signed up for their yearly maintenance membership program, which I got suckered into. They returned for visit 3 to perform the smoke test, when they finally brought a ladder, and finally inspected the main sewer pipe and immediately found the obvious visual crack that could have been found on the day 1. They cancelled the expensive diagnostic test and rescheduled a 4th visit to come replace the pipe. For the next week, I repeatedly called the office requested a quote for the pipe replacement, only to be stonewalled with vague assurances, and was repeatedly sent the previous documents describing the smoke test that was no longer needed or planned. I was assured that all services were rolled into one flat fee, and the price would be the same even thought the work had changed, so I planned for the $6500 quote. I got 2 other informal quotes from 2 other plumbers, which ranged from $3000-5000, but I figured I would just finish the job with the plumber that started it, since the fee would include the previous visits. Finally, a team of six plumbers arrived (no idea why so many other than to drive up the labor fees). I asked at the start to provide me a revised quote for the work, since everything I had seen prior was referring different work. I was assured it was "all the same flat fee," so I assumed the prior $6500. Instead, I was blindsided at the end with a nearly $10000 bill. They state that they refuse to itemize for materials and labor, and bundle the work into a flat feet to obscure the actual charges. 

  Business response

  12/04/2024

  Dear Mr. ****************** you for reaching out and sharing your concerns. We deeply regret the frustration and confusion you experienced during your interactions with our team. We value your feedback and understand your dissatisfaction with the service provided. 

  We acknowledge that the sequence of events youve described and we sincerely apologize for all of the miscommunication. It is clear that there was a breakdown in communication. We should have provided more timely updates, and we regret that we failed to meet your expectations.

  We would like to speak with you to resolve this situation. Please allow us to review your account thoroughly and offer a fair solution. Our goal is to restore your confidence in our service and address any outstanding concerns. I see that you were working with a member of The Customer Experience Team regarding this experience previously. When attempting to contact you, our Customer Experience Specialist was unable to reach you. To resolve this situation I encourage you to reach out to the ****************************** at your earliest convenience. Thank you and have a wonderful day. 

  Sincerely,

  The Customer Experience Team

• Initial Complaint

  11/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In July, we had our AC and furnace replaced. At the time, ***** *. mentioned that if the **** offer became available, she would apply it. Since we didnt purchase the cheapest units, she informed us we would receive a $5,000 credit. We were told this amount would be credited to our loan through ****************. However, it has been three months, and we still have not seen the credit.Ive been in contact with *** *************) multiple times each month, and Im consistently told that he is discussing the matter with Alyne's supervisor, who will call us. Despite these assurances, weve only received one call, and the credit has not been applied to our **************** account.We are extremely frustrated and feel like were being given the runaround. I request that *****'s supervisor contact me directly or that *** issue us a $5,000 check as promised.

  Customer response

  11/21/2024

  Receipt attached 

  Business response

  11/22/2024

  Dear Mr. ******************* you for bringing this matter to our attention. We deeply apologize for the frustration and inconvenience this has caused. We completely understand your disappointment, as it is important that we follow through on our promises, and it seems we have fallen short in meeting your expectations. I want to assure you that we are taking your concern seriously.

  Upon reviewing the situation, I see that you have been working with our Customer Experience Specialist, ***. I hope that he has worked with you to get the credit refunded as soon as possible and applied back to your form of payment. We truly value your business and are committed to ensuring this is resolved promptly. 

  Please have a wonderful day and never hesitate to reach out should you require any assistance. 

  Kind Regards,

  The Customer Experience Team

   

• Initial Complaint

  11/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The vendor installed a new furnace. However, they failed the city's inspection, and the city requested safety problems to install the missing part. I have scheduled twice with the vendor to have them come to fix the problem, and they gave me an eight 1/2-hour window. I have requested off of work since, and both times, they have not shown up. I have tried calling and requesting a priority or something since they have failed twice, and they refuse to do anything. On top of that, they are also hinting that fines will come from the city and that they will hold me responsible for something that I am paying them to do and they failed to do properly the first time. I have called at least two more times, and they either never answer. If as much as a cent comes this way, I will be taking this to court.They also requested to have a fee for a year membership to have maintenance done, and they have neither called nor done anything they advertised during the purchase.

  Business response

  11/23/2024

  Dear Mr. ********************** you for bringing this matter to our attention. Please accept our sincerest apologies for the experience you've had. I have been in direct communication with you and will remain fully engaged to ensure that all necessary corrections are made and that the final inspection is successfully completed. We are committed to resolving this issue to your satisfaction.

  Have a wonderful day and we will be in touch.

  Sincerely,

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

  Customer Experience Supervisor

• Initial Complaint

  11/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My Water heater went out - I called ABC Plumbing. Gentleman came out within an hour. Had me sign a form (electronically) Said somebody would be out by end of day. 3 trucks showed up. They were finished by end of day. Then I received the bill. *****! the bill was for $6,761.00. One of the charges was for $1899.00 for *************** to shut off the water AND turn it back on. I called the city, talked to a young lady named ****** who informed me that the City does NOT charge for coming out & shutting off or turning the water back on. PLUS ABC charged me for Expansion tank & water heater pan at a cost of $926. that i never asked for. Very Unhappy, Will NEVER recommend ABC to anyone. 

  Business response

  11/13/2024

  Dear Mr. ***************** appreciate you bringing our concerns to our attention regarding the service visit from ***. We understand your frustration and want to address the issue raised in your complaint. 

  On November 7th, 2024 our plumbing technician came out to your home and assessed the situation regarding your water heater. The cost for the work was presented to you before any work began. This enables you, the customer, to make an educated, informed decision on your home care needs. You approved and signed for the work to be done. Our technicians arrived, same day, and all work was completed. *** is a flat rate company. This means that the cost of the job is all inclusive. Should there be any additional time or work necessary, there would be no additional charge.

  Our Customer Experience Specialist reached out to you to discuss your experience. She provided you with a courtesy compensation based on your experience and you declined. If you would like to discuss this further to reach an amicable resolution, I encourage you to reach out to the Customer Experience Team. Thank you and have a wonderful day.

  Sincerely,

  The Customer Experience Team

• Initial Complaint

  11/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I just want to state this complaint stemmed from service last winter in January of 2024. I keep seeing these *** commercials and it makes me sick. I want to make sure everyone who researches this company understands why they have so much money to advertise. I hope my complaint with all the others on here makes people seek alternatives and puts this company out of business.This company is a PREDATORY provider. I had a gas leak in my attic from a faulty and old valve. I called Nicor who checked the leak and confirmed the bad valve. Little to my knowledge they shut off my gas bc there was no upstream valve and a severe storm was coming. I called *** and they came out but took advantage. They didn't itemize the work and charged me $1750 for a $5 gas valve that took 45 minutes to replace. They knew I had a kid and the weather was turning. Support local smaller ************* don't need to remind me of how your pricing model is. I experienced it and sucked it up because I didn't want my three year old freezing over night. I'm sorry you found my Yelp review not to your liking but it looks like I am not the only one being scammed. I tried to file a complaint with the *** against you but of course a government agency can't be bothered with working. They suggest I contact you as well. I TRULLY HOPE THESE NEGATIVE REVIEWS ARE DETERIORATING YOUR BUSINESS.

  Customer response

  11/06/2024

  Desired outcome is to hear the companies response so that other customers can read the same sad reply that this company puts out.  My goal is to just inform other consumers to consider other businesses that aren't predatory in nature.

  Business response

  11/07/2024

  Dear Mr. ******************* appreciate the feedback regarding your service call in January of this year.  Its essential that you understand how our business operates and how we consistently deliver top-quality service to all of our customers. You called us to repair an issue with the gas valve in January of this year. We were on site, same day and resolved the issue, that was brought to your attention by the gas company, the same day. The cost to make this repair was presented to you up front prior to any work taking place. Once the cost was approved, by you, our technicians performed the repair. The work that was completed is supported with industry leading warranties and guarantees. Should there be any issues with this work, we will return to take care of for no additional charge. 

  In February a member of our Customer Experience Team reached out to you to discuss your displeasure with the experience and you hung up on her at that time. If you would like to discuss this further I would encourage you to reach out to ********************************** at your earliest convenience. Thank you and have a wonderful day. 

  Kind regards,

  The Customer Experience Team

• Initial Complaint

  10/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called ABC on 10/17/2024 @ 3:52pm for a valve behind the washing machine that had a slow drip. I told them I pay for the membership with them They told me someone would be out that day or evening.10:30 pm the 2 men showed up.I was given a quote of $802.00 for a small valve to be swapped out. The men were here for 20 minutes and it was a quick fix.I have repeatedly tried to contact the company and have not received a response. I called and emailed and can not get a response.I think this price is absolutely ridiculous and I want reimbursement.SEE BELOW:LAUNDRY WATER SHUT OFF VALVES QTY: 1 The above investments include a discount for payment by cash, check or charge.Our Observations Customer called ABC out to home for washer machine water shut off valve not turning off. On arrival customer stated she is getting a new washer machine tomorrow. When disconnecting the washer machine hoses, she noticed the hot side valve is not turning off completely. She would like to have the valves replaced so she will not have any issues when the appliance company comes out tomorrow to install the new washer machine. I turned off the water to the home and drain down the water to the home. I then removed the washer machine valves and installed new 1/4 turn washer machine water shut off valve.

  Business response

  10/30/2024

  Dear Ms. ****************** appreciate your feedback and concerns regarding the recent service you received from ABC Plumbing company. We take customer satisfaction seriously and strive to provide transparent and comprehensive services to all our valued customers. Our technicians diagnose the situation and provide options for repair. The cost is presented to the customer before any work begins. The customer then has the opportunity to make a well informed and educated decision regarding that necessary work. Included in that price is the security of knowing that we stand behind our work and there are industry leading warranties in place. If you would choose to discuss this further I encourage you to reach out to our ****************************** directly. Thank you and have a wonderful day.

  Kind Regards, 

  The Customer Experience Team

  Customer response

  10/30/2024

   
  Complaint: 22482682
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ********

  Customer response

  10/30/2024

  It was 10:30 pm and I really had no choice, I was having a laundry machine hooked up at 8:00 am the next morning. *** knew that. This price was way above what other companies charge and I want to know why. I was taken advantage of and will be letting everyone know via social media, email and word of mouth that *** is a horrible company that rips people off. 

  Business response

  11/06/2024

  Dear Ms. ********************* you for taking the time to share your experience with us. Were truly sorry to hear about the frustration surrounding the timing and cost of your recent service. Your satisfaction is important to us, and we never intend for our customers to feel taken advantage of. We recognize that the late hour and urgency of your situation added to the stress. Our records show that the service was scheduled with your installation needs in mind, but we understand that the price did not meet your expectations. If you would like to discuss this further, again, I suggest that you reach out to our Customer Experience Team directly. We would like the opportunity to make this right. Please reach out directly so we can discuss your experience further and find a way to address your concerns. 

  Sincerely,

  The Customer Experience team

• Initial Complaint

  10/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am writing to file a complaint against ABC Plumbing Heating and Cooling regarding an air conditioning installation performed at my residence in July 2024.Nature of Complaint:1. Improper Installation: The company installed an air conditioning unit that failed to meet local building code requirements. Specifically, the village inspection revealed that the unit needs to be relocated further away from the house to comply with regulations.2. Lack of Response: Since the failed inspection, I have made numerous attempts to contact ABC Plumbing Heating and Cooling through multiple channels: - Phone calls with voicemails - Text messages - Emails Despite these repeated attempts at communication, the company has provided minimal response and has not taken action to rectify the situation.Desired Resolution:I request that ABC Plumbing Heating and Cooling:1. Respond to our communications promptly 2. Relocate the air conditioning unit to meet village code requirements 3. Cover any additional inspection fees that may be required This situation has caused significant inconvenience and potential safety concerns. Their failure to respond or address the issue demonstrates poor business practices and customer service.Thank you for your attention to this matter.Sincerely,****** **********

  Business response

  10/30/2024

  Dear Ms. *********************** you for sharing your experience. Please let me apologize for the lack of 5 star service that we typically provide. We clearly fell short of that here. A member of our ****************************** should be reaching out to you today to coordinate and resolve all of the current concerns detailed in your complaint and work with you until all has been completed and you are satisfied. Have a great day and we will be in touch. 

  Sincerely,

  The Customer Experience Team

• Initial Complaint

  10/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  10/1/24 ABC was to come out and fix an electrical issue where I lost power to half of my home, including appliances like the fridge. An employee arrived and looked at my panel and outlets inside only. He told my fiance and I that my problem would only be resolved if entire panel and outlets were replaced which would cost $10k, we opted to do just the panel for $6.3k. He said the panel would have to be replaced next day, 10/2/24 2 technicians came and replaced the panel, while doing the work they asked me what did the salesman say yesterday?. After finishing the work, they left the drywall looking terrible. The power was fine when they left, however I lost power again about an hour later. I called to get someone back out and they told me I would be charged a fee for it being past 5pm. The next day 10/3/24 they sent a technician to re-evaluate and he found right away that I was only getting half the power to the legs feeding my panel, a technician not a salesman found this. He told me this was a ***** issue. 10/4/24 ComEd comes out and get sparked in the face because the outside panel was put together wrong by the installing ABC techs who did the inside panel. The ***** employee told me that he immediately noticed the issue was the outside breaker switch, which he said a technician should have found. 10/5/24 I am told a technician will come out to evaluate the outside switch. The first ******* truck broke down, the 2nd guy sent evaluated and ordered the part. He also stated I will be honest with you they sent ***** he is a salesman. I received no update for 2 weeks on the part. 10/24/24 I wrote a review about my experience. **************** assured me the part is expedited and they will be here 10/26/24 to install, first thing in the morning, with a text that says 8-9am. They mentioned a refund of some sort with no specified number, I still have no power in half my home.

  Business response

  10/27/2024

  Dear Mr. ******************* you for taking the time to share your experience. I want to sincerely apologize for the difficulties you've encountered with our service regarding your electrical issues. We understand how frustrating it is to deal with repeated power outages and lack of communication. Its clear that our service did not meet your expectations but we will, do our absolute best and, make it right.
  Your situation should have been handled more efficiently, and I appreciate you bringing these concerns to our attention. This will ensure that the necessary improvements are made to our processes moving forward. You are currently working with our Customer Experience Team to resolve these matters and they will work with you to reach a satisfactory resolution and provide any compensation once all has been completed. Thank you for your patience and understanding as we work to resolve this matter. We value your business and hope to regain your trust.

  Sincerely,

  The Customer Experience team

   

*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. ↩