Complaints

• Initial Complaint

  02/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On feb 9, 2023 a technician came out at looked at my furnace. They said there was a part they would order and hopefully that would take care of the issue of the furnace not working. Well we hadnt heard anything for days so I called for an ETA for the part. They state they are having a hard time finding the part being that the furnace is 30 years old. I say okay. Well more time goes by and we hear nothing. So day 9 I call asking about it. They state they are still looking. Mind you we are in the middle of the winter with snow storms and ice storms coming out way with small children and pets. They tell me we have to deal with it and that there are a lot of people without heat. Idk about the other people. They are paid to do a job for me! They were contracted out by American home shield. I start calling daily because its unacceptable for us to be without heat for this long! We are freezing at this point and space heaters do nothing! Not to mention worrying about our pipes freezing and causing more damage. Finally day 13 I have had it! We have been 15 days without heat! I get extremely upset and ask at what point do you say you cant find the part and submit the form for a furnace replacement? I have at this point asked the technician to call me with no call as well as 3 requests to have a manager call me with no response. Miraculous on day 13 I get a text message after my call stating they have scheduled a technician to come out on feb 27th! 6 more days from the day I get the text! And we are getting an ice Storm and then another one on the 27th! I called to have a manager call me again as I want to discuss all these issues with them and make sure the correct part is coming since we think they just got a part hoping it works because they got tired of my calls. Well the lady I spoke to was extremely rude. She wouldnt even let me talk. She just kept talking over me causing me to get upset all because I didnt wanna talk about why I wanted a manger to call me again.

  

  Business response

  08/13/2024

  We are deeply sorry you experienced this!  This is not at all up to our standards of business I have set forth as the owner.  We have made drastic changes to our staff and procedures since the time period you had this poor experience.  Please accept my deepest apologies and rest assured that actions were taken to resolve these types of issues within the business that I hadn't devoted my entire life to.

• Initial Complaint

  12/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello - I signed up for a home insurance program. I had a shower leak and filed a complaint. I paid $125 for a technician from Whitney Electric and Plumbing to come to my home for the plumbing issue. The technician came to my home on 12.6.2022 The technician sawed open my ceiling - the floor under the shower, Then the technician went up to my shower to continue to work on it there to diagnose the problem. The shower was unusable after he left as a bowl was placed on my desk in the basement to catch the water. The technician told me not to use the shower.The technician also told me to use a pot or pan to catch any water that *** continue to leak from the shower. The technician believed the broken piece that was causing the leak was the shower pan.Apparently the shower pan is not covered under my insurance plan. But the plumber wrecked my ceiling and shower to diagnose the repair. The shower was unable to be repaired because the technician said he couldn't go any further - after having torn apart my ceiling and shower and rendered it unusable. Whitney plumbing and electric in metro detroit is where the technician is from. I have photos and videos of before and after. I have 1 bathroom and I am left without a usable shower in my home. The ****************** American Home Shield, told me they could call out a 2nd opinion, but if it comes back as the same diagnosis I would have to pay another $125. AND my shower will still be destroyed. Before the plumber got there, I could shower. Now, after diagnosing my issue, I cannot shower any longer.I want my shower repaired - At least the damage that was caused. In the photos you can clearly see where the gray pipe was cut to diagnose the issue. NOW I have more problems than I bargained for because I called my home insurance company for help who then, called Whitney Plumbing and electric company.

  

  Business response

  08/13/2024

  We apologize about the misunderstanding with the home warranty company. The warranty company did deny the shower pan replacement on 12-7-22. At that time, the job would have to be paid out of pocket to fix. The technician did have to make the cut in order to access and determine where the leak was coming from. We did not continue to cut as this would have went directly into the shower tiles. The technician did state the shower was working when he left. We are sorry the communication wasn't better. While the warranty companies are usually great to work with, there are times when items aren't covered.

• Initial Complaint

  10/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They have left my house (with 4 kids) without hot water for 4weeks! Ordered the wrong parts, then needed more parts and now cant be fixed Im going through American home shield, which is supposed to cover most of cost! Now plumbing company says it needs a $400 modification which they want me to pay out of pocket! I have been trying for 8 days now and wont call/ message back to explain, pretty much pay or else! Meanwhile going on 4+ weeks of no hot water!! My kids need to shower and we need to be able to clean clothes and dishes!! This is unacceptable

  

  Business response

  10/25/2022

  We have been trying to reach you to no success.  We attempted to repair your water heater so your warranty company would cover the cost in full.  Unfortunately the repair parts did not work and we will have to replace the heater, the warranty company unfortunately will not cover the replacement in full per your contract guidelines but they are covering a large portion of it.  Please give us a call to get the invoice taken care of and we will let the warranty company to order your water heater.  We do have to provide service per the home warranty companies guidelines and contracts and once in a while it does take a little longer than any of us including the warranty company want it to take.  

• Initial Complaint

  10/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company literally has the worst customer service ever! I have Service Line Warranty as my home warranty provider and they use Whitney electric and plumbing for all of their issues. Whitney came out and fixed an outside sewer line that was the cause of all of my plumbing overflowing in my basement with sewage. Out of pocket I had to pay $5000 to clean my basement which of large portion could be reimbursed to my homeowners insurance. I am unable to get any reimbursement and my policy is now going to be canceled because Whitney holdings refuses to send me any proof that they came to my house and fixed the problem. I have called multiple times trying to speak with the owner who everyone in the office says is the only person that can get me that documentation. He refuses to call me back, he will not email me any documentation and when I call they put me on hold for hours at a time. Their pricing is astronomical as I have asked for estimates for other work before this happened outside of my warranty company. They also leave a huge mess after the work they complete. I am attaching pictures of what my driveway looked like after they had to dig it up to get to the pipe and then they just threw all of the dirt and cement out of my driveway onto my grass and just left it there. The only time Ive ever had a decent experience at this company is when using an electrician. I would never recommend this company to anybody.

  

  Business response

  10/14/2022

  Hello *******, we had paid a subcontractor to do clean up and restore your driveway.  This is the first I am hearing that it was not done.  Additionally the first I am hearing of requested documentation.  I will message you and work to get this all rectified ASAP.  I am very sorry for these issues you are experiencing!

• Initial Complaint

  10/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 8/25/22 I contacted American home shield because our hot water heater went out. I paid $125 for the service fee, American home shield then assigned Whitney electric and plumbing to come out to my home. A guy name ***** came out he started the water heater but did not do a diagnostic test like he was supposed to. The next day our water heater went out. I then contacted the company and let them know. They said that they got me scheduled. All week nobody showed up so I called the company back and the service guy told me that he made a mistake and that I am now on the schedule. Then somebody named *** came out, he did do the diagnostic testing and found the issue. His temporary fix that he said would last until the part came in did not. I called the Whitney company and left a voicemail. Nobody got back to me so I followed up the next day, they left me on their holding line for over 45 minutes, I left another voicemail. I still never got a response from this company. I called American home shield the next day to make sure that the part order had been put in. It had not been put in yet. American home shield contacted the Whitney company to make sure that they put the part order in. The part finally comes and ***** came back out to install it. But of course it still doesnt work. So he had another part ordered for me. That part was directly delivered to my house on 10/1. Today 10/3 I contacted American home shield in, the morning, to have the Whitney companies schedule me for the guys to come back out and install this new part. American home shield told me that the company would call me to get me scheduled. All day long I did not hear back from ********** company. There is no reason for them to not have me scheduled. I should be first priority, Ive been out of hot water for over a month because of this company. I left a more detailed review on ****** about this company And saw that a bunch of other people have left reviews similar to mine. Please go look at the reviews

  

  Business response

  10/14/2022

  I am very sory the repairs went so poorly for you.  We are working diligently every day to find and *********** staff so these type of issues do not ever happen.  

  Customer response

  10/17/2022

   
  Complaint: 18161346
  
  I am rejecting this response because: This is not solution, its easy for people to look good on resumes and for the first few weeks but you never know what youre really getting. Your company obviously needs to raise and go over your work standards with all employees. The company should make sure that everybody is doing every step of the job and come up with a system that keeps track to make sure your employees are doing their job fully. You need accountability. 

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

  

  Business response

  10/18/2022

  We are working several new systems for checks and balances to avoid future issues like this one, we greatly appreciate your suggestions and input. 

  Customer response

  11/17/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not fully satisfactory to me but Im tired of dealing with this and if I have issues with appliances in my home in the future, I just know to not use this company. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  09/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Plumbers came out for a sewer line backup clog through our home warranty company. Said a tool kept breaking but they were good and got it. Noted if it happens again it needed to be replaced. Happened about 2 weeks later and had roto rooter out to water jet it and camera for $895. They found the cable from the last plumber there causing the clog. I have video of the sewer line 2 months before and nothing was there.The Whitney plumber came back out through the warranty and was here for 2 minutes saying he couldnt get it since ***** did it. Received a text today that the warranty company isnt covering that last visit so Whitney charged us since they have our card. We are now out whatever they are running that for and the 895 with roto rooter all of which is fraudulent on their end leaving a 3 ft cable blocking our drain.

  

  Business response

  09/03/2022

  We are not and have not charged you anything for either visit.  Your warranty company must likely charged you the deductible of around $75 for the first visit.  The drain line has a belly in it as roto rooter informed you.  In order to restore proper flow to your drain that belly needs to be removed and proper pitch needs to be restored to the drain pipe.  When this occurs, if there is a broken cable in your line the part of broken tool can be retrieved and removed at that time. When we came to your home for the initial visit we came because the drain line was backing up,  that was due to the belly,  that issue still exists and it will continue to cause the back up of sewage regardless of any broken tool.  The ONLY way to rectify the belly in the line and the real and initial issue is to dig the line up and replace it.  We are more than willing to refund your deductible you paid to your home warranty company,  replace the line per the estimate we sent you,  or perform the hydro jetting and camera of the line that you chose to have roto rooter do as what I am assuming you did as a second opinion due to the line backing up again weeks after our initial visit.  Unfortunately your warranty company does not provide coverage for digging and replacing the line nor hydro jetting or camera work.  We do however offer these services outside of the warranty company and would be happy to perform the work for you to get your new home draining again the way it should. I hope this clears up this matter for you. 

  Customer response

  09/07/2022

   
  Complaint: 17900562
  
  I am rejecting this response because: we have had multiple opinions at this point and the issue is your cable blocking our line not a belly. The whitney plumbers who came out originally lied in the paperwork about having the cable left in the line and said it would have to be replaced if it backed up again encouraging us not to look at it. On the second and third opinion it is clear the cable is the issue with no belly and needs to be removed. We have video showing it was not there before from July and there is no belly and another video showing it was there after. Your fraudulent and unethical approach to saying we need a replacement when that is not the case (proven by you not having video so not sure where this diagnosis comes from) is to cover you from retrieving the cable. The cable you left needs to be removed.. 
  
  Sincerely,
  
  ***************************** *****

  

  Business response

  09/14/2022

  We will schedule to attempt to retrieve cable.  Please send us video footage. 

• Initial Complaint

  07/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  July 19th my water heater stopped producing hot water. I called American Home Shield, my home warranty company, and requested service. American Home Shield gave the service call to Whitney Holding who called the following day and asked me to take some pictures of the water heater. I was told that it would be 4-5 days before a technician could come tot he house to verify the issue and possibly another week until the problem could be fixed. I called a local plumber who replaced the thermocouple for $16 and the problem was resolved. I called Whitney Holding and canceled the service and American Home Shield to cancel the service. I was told on July 20th I would be reimbursed the $100 service call fee as a technician had not been to my house. I would like my $100.

  

  Business response

  08/16/2024

  We are sorry you experienced this. We strive to provide excellent customer service and have made many changes since this job. The $100 service fee is charged and collected by AHS, they can and should refund that to you but you will have to reach out to them directly for that.  They had us using a stream video product that they own to do diagnosis appointments but we quickly moved away from it.  We were not paid anything for your work order.  We wish you all the best and hope this information was helpful.
  

  Customer response

  08/21/2024

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, this company was sent to services me through AHS , I called AHS to report a plumbing problem, Whitney Electric came out to fix the problem, however they didn't fix the problem. I called to report that Whitney Electric did not fix the plumbing issue, the company was assigned to come back to fix the issue. The young man come out and to services me, I was not home at the time my mother told me that the young man was there to fix the plumbing issue and her told her that he would be back he had to get some more equipment in order to fix the drain. Upon his arrival back his put a 150 foot large copper snake into my drain, he got the snake stuck in my drain, he told my husband that he would be back tomorrow with his ***** and they would get the snake out. The young man stated that he would come back with a camera to see, what was going on, the young man stated maybe it's broken. The next day I called the young man, he stated they he couldn't talk that he was on a job. I asked him when would he come out to remove the large copper snake, he stated was the water down, I stated yes, when would he come back to get the snake out my drain, he started that he could not come out that day. I asked him when would he be able to come remove the copper snake. He did not respond. I than called AHS to report that WHITNEY ELECTRIC Company got their large copper snake stuck into my drain. AHS called the company told them they had to come remove their large copper snake, *********** told me that I need to get assess so they can come get their large copper snake out my drain, They sent someone out to remove the snake the two men stated "Oh we need the machine to remove the large copper snake " I stated why would you all come out with out the machine, the man stated oh the other guy has it he should come out tomorrow, no one ***** called Whitney Electric company, I asked to speak with management and asked for their plumbing license num the young lady hung the phone up. I need help.

  

  Business response

  09/04/2024

  We are very sorry for this experience. We are looking into this further.

• Initial Complaint

  04/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  WHITNEY PLUMBING INSTALL A SUMP PUMP WHICH WAS COVERED BY MY WARRANTY COMPANY (AMERICAN HOME SHIELD) I RECEIVE A **** FOR MODIFICATION IN THE AMOUNT OF $460. THIS *** WAS COMPLETED ON MONDAY APRIL 18TH AND NO MODIFICATIONS WERE MADE WITH THE INSTALLATION, I SPOKE TO THE ***** AND I WAS INFORMED HE TOOK A LOSS ON THE *** AND HE WOULD NOT REFUND ME MY MODIFICATION MONEY. THE ***** STATES HE DID NOT DO ANY MODIFICATIONS. I WAS TOLD THE WARRANTY COMPANY (AMERICAN HOME SHIELD) DID NOT PAY WHAT THE *** WAS WORTH AND HE WOULD NOT GIVE ME MY MONEY BACK. I PAID FOR A SERVICE I DID NOT RECEIVE. I HAVE ATTACHED A COPY OF THE PAID INVOICE FOR WORK NOT COMPLETED.

  

  Business response

  07/29/2024

  Hello, the desired settlement was met and a refund was given on 4/28/2022.

• Initial Complaint

  02/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They came out to fix a leak and left a huge mess. They won't send someone out to clean up.

  

  Business response

  07/23/2024

  I am very sorry you experienced this issue, we unfortunately do not do remediation of secondary damages caused by the leak/stoppage. We only handle the plumbing portion of projects, in that we cleared the drain so it was no longer clogged and overflowing. We often recommend a company along the lines of a Camelot Restoration that specifically does the remediation and restoration for these types of issues after the plumbing issues are repaired. This work was conducted through your home warranty and they paid us directly for this work. Typically the home warranty company does not provide coverage for secondary damages or clean *** but that would be something to address with then directly. We are very sorry you went through this unfortunate circumstance in your home.

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