Complaints

• Initial Complaint

  04/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In November 2021 I had work done on a bathroom toilet from My Plumber. I paid and signed for the repairs that day as required in order to get the work done. Then on April 4th I received an email requesting payment for the same work paid for in November. I tried calling to resolve this issue and the service representative took all my information without asking any information regarding the bill and then tried to transfer me to someone else and I was then disconnected. I do not owe this money and I am concerned that this could be some kind of scam. The invoice/receipt that I was given for paying for services rendered in November is now the same invoice/receipt they are using to claim that I still owe for this money. (The address and phone number I provided is where services were rendered at the time. I have since moved.)

  

  Business response

  04/12/2022

  After My Plumber Plus completed work for ******* ****** on November 19, 2021, she provided our technician with a credit card for payment. The card she provided was denied for the payment due.

  We attempted to contact this customer to request another payment type or card that could be used to take care of her outstanding balance. We tried the telephone number and email address on file as well as sending a request letter but received no response from her for the past due amount. 

  Now, we understand she received our email attempt to request payment, and has subsequently contacted the Better Business Bureau.

  In good faith, we would ask her to reach out to us to make the payment for the amount she owes in order to finalize our records.

  Customer response

  04/16/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  04/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I saw a coupon for my Plumber for $49.00 repair, ($79.50-$30.50) for a 10 to 15 minute repair hose for my toliet and I sent pictures to them online to my Plumber and I called then and asked about the coupon and it was confirmed. The my Plumber employee Nick arrived around 9:30am and began to try and sell me a plus membership and I declined. He told he the repair will be free if I just buy the membership and I said no please just do the repair. I immediately showed him the repair but he started checking other areas of my home rather that replacing the $15.00 hose which was a 10 to 15 minute screw on job similar to a garden hose. In the end he charged me $263.00 and I complained to him that the price was unreasonable and it was unfair . I explained to him that an honest Plumber that I normally use out of Woodbridge, Virginia was going to only charge me a fraction of that price but they were booked today. They did not honor the coupon for $49.00 and proceeded to charge me $263.00. If he had done like any other plumber and fixed the repair he would have been done in 15 minutes. I called their office afterwards and a lady told me they don't make up prices and a boss would call me but he never did so I am filing this complaint.

  

  Business response

  04/06/2022

  Good Morning...

   

  We will be responding the this customer within 24 hours...

   

  Regards,

   

  Phil

   

  

  Business response

  04/07/2022

  On 4/4/2022 1:12 pm our Marketing Manager sent the following email to the customer, **. ************************* acknowledging receipt of his ****** review: Hello **************, I'm reaching out to confirm that we received your ****** Review about your most recent My Plumber Plus experience. It looks like we missed the mark on providing you sensational customer service. Being honest, fair and customer centric are part of our My Plumber Plus Core Values, so it's disappointing to hear that your experience left you with a different impression of us as a company. Your feedback is very important, and it has been forwarded to our team for review.

  On 4/4/2022 1:38 pm We, then posted to his ****** Review: Hello **************. We are disappointed to see that we fell short of exceeding your expectations. Our My Plumber Plus Core Values include being fair, honest, respectful, and customer centric, so it is disappointing to read that your impression was different. It might be helpful to note that our My Plumber Plus pricing is based on the job instead of by the hour. It looks like we were able to resolve this particular issue rather quickly. We are actually known for our speed of service and quality of work. Thanks for mentioning the $79 coupon. This is for a visual diagnostic which allows our service expert the opportunity to evaluate the situation and provide you with a quote for work. I hope that helps. Your feedback is very important to us, and it has been shared with our team for additional review. If there is anything we can do to assist at this point, please let us know. We hope to have the opportunity to support your plumbing, electrical or HVAC needs again in the future.

  We did not hear back from him again until he posted this review.

  We did try to resolve his issue in a timely manner and we would welcome the opportunity to earn back his trust in the future. 

• Initial Complaint

  03/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On March 3rd, 2022 MyPlumber sent a plumber to diagnose and fix a leaking toilet. I had already replaced a seal and it was still leaking. The plumber told me it was the fill valve without looking at any other pieces. He replaced the fill valve and charged me $200. Within a day it was leaking again as before. MyPlumber sent the same plumber back to look at the issue as a warranty call. When he arrived he looked at the toilet and said it was the seal (the one I had already had replaced). When I told him that I had replaced it, he casually huh'ed and moved onto another project. When I asked him if it could be the only part left, the flush valve, he said "Maybe but I don't have the part." and then moved onto replacing a toilet in another room that we asked him to do. I asked him if he could get the part and he told me it would be the cost of a new toilet if he got it and I should buy it. I found the part on ****** for $25. Two days later MyPlumber sent a different plumber to replace the part I was told would be under warranty. I also complained about the service of the last plumber and was told that I would receive a call from a manager. The new plumber arrived and charged us another $232.00. I called MyPlumber and asked to speak with a manager as one had not called me as at this time and I had spent the price of a new toilet guessing what part was leaking while emphatically being told that "this is the problem". Three days in a row I have been calling and asking for a manager to talk to and each time I get an excuse. Today I was told that someone reached out to me at 1:30 but I have no call record on my phone of anyone calling during that time. I only have my calls to MyPlumber. I am upset that I am paying every time for them to guess what part is the problem. Three times I had had a plumber come out and look at the problem and each time they told me "this is the problem". I am looking for a refund on the last service call.

  

  Business response

  03/31/2022

  Good Morning,

  We will review the customer's service calls, and be in touch with 24 hours.

  Thanks,

  Phil

  

  Business response

  03/31/2022

  Good Morning,

  We will review the customer's service calls, and be in touch with 24 hours.

  Thanks,

  Phil

  Customer response

  04/08/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***** *****
  

  Customer response

  04/08/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***** *****
  

• Initial Complaint

  03/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contacted My Plumber Plus for an issue with a supply line valve on 2/11. I needed a repair asap - water flowing despite valve "off" to sprinkler line leaking and susceptible to more damage with cold temperatures. I agreed to the same day appointment. Half the time (2.5-hour) was used to discuss the issue, check other items to service later, take pictures of appliances - supposedly needed for a premium membership recommended to purchase to get discounts. He presented 2 options based on flat fees, no cost breakdown, but with $100 off with the membership. I pointed out the need to adjust the quote as plumber had omitted to subtract $100 from the initial $1,065 quoted. Price was reduced to $965 ($1,040 w/out $25/mth membership). This included ~$490 for the valve and ~$550 to remove a stuck faucet cartridge. The price was excessive but considering the valve issue, the fact I'd spend $90 for the appointment, I agreed to proceed and called the office in the interim to find out if they could reduce the fee. I was told a manager would contact me on Monday and the fee would most likely be reduced. I wanted the plumber to only do the valve repair but he already started the faucet job by then. I reiterated my concern with prices not in line with the scope of work even including intangibles, told him I called the office but he could not do anything. In the end, it took less than 1.5 hour to complete both jobs for $940 (+$25 1st month of membership). I contacted their office multiple times and despite having a representative state that I would hear from the manager (I have his name and contacted him), I never got a response. They've since charged $25 for the 2nd month of membership, which I requested to cancel but again have not heard back. I am requesting BBB's assistance to get My Plumber Plus to work with me and issue a refund to bring the repair cost to a more reasonable amount than the near $1,000 (and a $300/yr membership) for a 2-hour appointment. Thank you.

  

  Business response

  03/16/2022

  We will be in contact with the customer within 24 hours.  Thank you for the information.

  Regards,

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

  

  Business response

  03/22/2022

  My Customer Service Manager called on the day that we replied to this complaint.  We were unable to reach him...we will be reaching out again.  If there is any doubt by the customer that we are trying to reach him, he can call into our offices at ************...and ask for ********************* (the Customer Service manager).

  Thanks,

  Phil

  Customer response

  03/27/2022

  Better Business Bureau:
  

  I was able to connect with My Plumber Plus on Friday 3/25 and negotiate a resolution including a refund that I accepted. Point of clarification however: it did take another week from the time My Plumber Plus responded to the complaint filed with BBB indicating they would reach out to me in 24 hours to when they actually did. The email I received this past Friday from their customer service manager was the first communication I received from My Plumber Plus regarding this issue since I had originally reported it.  

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

*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. ↩