Complaints

• Initial Complaint

  05/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had two plugs break underneath the sink. We called and received support. Job done but it was very expensive. The insurance adjusters were surprised we were billed $3,266.00. They said in over 20 plus years they never seen a bill so high. We feel deceived due to needing support and our child has 2 chronic medical conditions and could not investigate further. We hope they will reimburse some of our pay. It is disappointing. I talked to other agencies and it’s the same feedback. Thank you

  

  Business response

  05/10/2022

  5/10/22
  
  Hello Mr. ****,
  
  My name is Eva R**** and I’m the marketing manager for The Eco Plumbers and I received your concern through the BBB platform. It has taken a few days to look into your project notes and speak with our customer advocate about your feedback. She maintains meticulous notes for any client concerns, and she said that she had not received any prior communication from you about your emergency plumbing issue that we were pleased to resolve with timely, and professional service. There was a greater degree of difficulty and double the rebuild due to your plumbing set up under the sink and we feel that we provided excellent workmanship so that this type of leak never happens again.
  

  The Eco Plumbers has the largest team of technicians and fleet in central Ohio so that we can get to customers fast when they need us. We can even provide same day water heater installations and next day HVAC installations and many other services, such as sewer repair and downspout drainage installations. We also guarantee that you are happy with our service through our Happiness Guarantees listed on your invoice and on our website, so we do want you to know that we are listening.
  
  By providing estimates at no charge during regular business hours and upfront pricing, a client then approves the estimate before we begin the work, or they can send us on our way at no obligation. This helps fulfill ethical business practices that are required to be an accredited BBB business since 2007. Running our business in a sound manner to support our operation so that we can be here for our clients into the future is critical. The Eco Plumbers is a dedicated team of customer-focused people. The opportunity to provide 5-star service to each customer is what we come to work for each day. Not only do our clients receive service from their technician, but they are also served by our customer service team, dispatch team, the logistics team that replenishes the technician’s truck with parts, and all the other support roles that make our company run. You may not be aware that we are even teaching the plumbing trade to help replenish the great loss of skilled tradesmen across the nation during a time when more and more homes have aged or have been built that will need service soon. The Eco Plumbers University is helping to bring opportunities and jobs to our community! We are also a company that gives back as a corporate partner of ********** ********** ******** * *** **** ********** ****** ********. We are regular donors to other amazing organizations such as ******** **** **********, **** ****** *** **** ***** *** ** *********** ** ************ ******** **** ** ******* ** ********** ********* ******
  
  We are a company that has great heart for our clients and will work with you on your request the best that we can at this time. We hope you will understand that prices for all goods and services are much higher than in prior years as seen in the cost of fuel, food and goods that are rising rapidly during the current inflationary period we are all living through. I have attached an infographic showing the increased cost of materials used by many home service companies that have continued to rise since reported.
  
  Since our profit margin is only 10% or less, The Eco Plumbers can offer you a 10% discount on your total bill of $327.00. If you accept this offer, I’ll have our customer advocate, Amanda, put in a request for a refund to the credit card used to pay the original invoice.
  
  We appreciate the trust you put in us with your home during an emergency and we hope you will allow us to service you again in the future.
  
  Sincerely,
  
  Eva R****
  
  Marketing Manager
  The Eco Plumbers

  Customer response

  07/27/2022

  7.27.2022, Consumer called BBB stating business did not credt charge card $327.00 as agreed in their prior response.

  

  Business response

  07/27/2022

  7/27/22

  Hello Mr. ****,

  We had not received your acceptance of our offer extended in the 5/10/22 response. The BBB will close a complaint if it stalls and the business has made an offer, but it has not been accepted. I'm sorry for any confusion regarding this process. 

  Thank you for reaching out to let us know that you have accepted the offer. Our Care Team will handle processing the $327.00 refund to your credit card.

  Sincerely,

  Eva R****

  ********* *******
  The Eco Plumbers

   

   

   

• Initial Complaint

  04/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took 4 visits by 3 plumbers to fix hot water heater under warranty. 1st plumber either misdiagnosed the correct broken part, or broke a second part (by vacuuming out the area its located) that extended our time without hot water and cost us an additional $397. In all 3 parts were ordered at separate times when it may have only needed a new combustion shut off (safety device) Only the 2nd plumber whom was the most experienced, and found the broken shut off did not charge a fee because. "I didn't fix your water heater."

  

  Business response

  04/19/2022

  Hello Mr. *****,

  I spoke with our customer advocate, Amanda. She requested a $339 refund for you on April 8 after reviewing your concerns and the project notes. It took a few days for approval from management to come through for the refund, but Amanda shared yesterday that she got approval and put in the request this morning to our accounting team. They will issue a check that will be mailed to your home address.

  Our Happiness Guarantees are in place for situations where our team members intended on providing a 5-star service experience but fell short from our customer's point-of-view.
  The Eco Plumbers team always tries to do their best for homeowners—from the customer service representatives, to the dispatchers, the technicians, and all the other support team members helping the technicians.
  
  We hope that you'll consider allowing us to assist you in the future with your plumbing, heating, cooling and drain systems if a need arises.
  Thank you for your patience in this matter and have a wonderful day!
  
  Eva R****
  ********* *******
  The Eco Plumbers

• Initial Complaint

  03/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Description: Constituent had a new hot water tank installed in her residence by Eco Plumbing, on June 10, 2021. Constituent stated the tank comes with a one-year labor warranty, 5-year manufacture parts warranty and a 15-year heat exchange warranty. The cost of the tank and install was $4858. The tank started leaking about a week after install. The tank also started making a very loud noise about a month ago. Constituent contacted Eco Plumbing and was advised she needed a water pressure valve and an expansion tank to repair the problem. The repairs would cost $2000 but the company is willing to work with her and charge her $1000 for the repairs.

  

  Business response

  03/16/2022

  Hello ****** *********,
  
  Thank you for allowing us to install the additional components to your water heating system on 3/14/22. These were added to help resolve your concerns about the tankless unit. Sometimes the water pressure from the municipality system will necessitate these additional parts.

  We're glad you let us know of the issue so that we could correct this, at no additional charge. Our customer advocate, Amanda, said she will check back with you in one month to see if the issue is resolved with the tankless water heater. If there is any additional upkeep information that is needed to know beyond the annual flush when our technician would service the unit to maintain the warranty, we will let you know via email.

  We appreciate your trust in us and allowing us to resolve your concerns. 
  
  All the best,
  
  Eva R****
  Marketing Manager
  The Eco Plumbers

• Initial Complaint

  03/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contacted Eco Plumbers in July 2021 for estimate to connect plumbing to Duke Energy Gas supply line, install shutoff inside of home, cap, pressure test, and get permits in order to get new furnace (Gas) installed before Winter. 8/5/21 - paid $1000 deposit 8/9/21 - Installation and paid remaining $1265 balance Total paid $2365 - invoice number ********* As of 3/8/2022 - I have contacted the Eco Plumbers multiple times without a resolution to the fact that this work is not permitted and as such, I am unable to get gas service to my home resulting in over $3000 for fuel oil to heat my home instead of hundreds of dollars with gas service.

  

  Business response

  03/15/2022

  3/15/22
  
  Hello Mr. *******,
  
  My name is *** ***** and I’m the marketing manager for The Eco Plumbers. The notification from your BBB complaint was received by me. It took a few days to review your project notes, speak with our team and customer advocate to find out what stage we are in resolving the permit. We understand your frustration and because we requested the permit in Trenton, only to learn that Butler County administers the plumbing licenses for your address. It has caused additional delays and work on our end that we are committed to seeing through. We do apologize and we are trying to remedy the situation as quickly as possible.
  
  Tammy, our Dayton branch dispatcher, reached out to you yesterday and left a message requesting the final list of natural gas appliances that will be hooked up to the gas line (or BTU). With that information we will be able to submit it with the two copies of the plans that Butler County is requesting. Once the permit is made available, the inspection can be scheduled. Our technician will attend the inspection to perform the pressure test needed for the inspector to approve the gas line.
  
  Our technicians are committed to making sure their projects are of high-quality workmanship and safe for their customers and their families. The Eco Plumbers provides service that is guaranteed.
  
  The Dayton team and our customer advocate, Amanda Gandarilla, will be in close contact about the progress of these last steps toward completion. We will keep you informed.
  
  Sincerely,
  
  *** *****
  Marketing Manager
  The Eco Plumbers

  Customer response

  03/21/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 16858602
  
  I am rejecting this response because: 
  

  This has still not been completed and since originally filing this complaint, we received a bill from duke energy in the amount of $1458 due to install and appliance hook up not completed in a timely manner. This could have been avoided with timely install and permitting. Please see the attached invoice for the gas install services from Duke Energy.
  

  
  Regards,
  
  ******** *******

  

  Business response

  03/22/2022

  Hello Mr. *******,

  I will be happy to take your concern and request to management for consideration. The attachment that was provided is our invoice. If I'm understanding correctly, the invoice you wished to attach is from Duke Energy. If that is the case, please respond with that document, either within the BBB platform or send it directly to ********************

  I was made aware that the plans for your project are submitted and the inspectors wanted to have a few days to review the plans. They asked that we call back on Thursday, March 24, to schedule the inspection. Of course, we will be in touch asap.

  Sincerely,

  *** *****
  
  Marketing Manager
  The Eco Plumbers

*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. ↩