ComplaintsforHELP Plumbing, Heating, Cooling, and Drains

• Initial Complaint

  07/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought an Furance/Air Conditioner from HELP in October of 2021. I’ve had issues with the evaporator coils freezing 100s of times over the last 3 years. I’ve had several technicians come out and try to fix the problem but they were not successful in fixing the issue.

  

  Business response

  07/30/2024

  Everything has been resolved with **** *******.

  He is completely satisfied with the work we did.

• Initial Complaint

  02/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Sunday we had a minor backup from the drain in our basement. On Monday morning, we called HELP to have the clog removed. In the process, the long snake they use to declog the pipes got stuck in the pipes. The employee said they would send someone out the next day to send a camera down to see if there was a way to get the pipe unstuck. The next day, a new employee came out and flatly refused to send the camera down unless I paid more money. I asked for their insurance information, but he refused to provide it. I pressed him on the issue and he said he was going to go to his van to talk to his boss. Instead, he left like a thief in the night without providing his insurance information. It was very strange that a supposedly insured company refused to provide their insurance information and instead suddenly left the site.

  

  Business response

  02/28/2024

  Jeff our Plumbing manager has spoken with *** *******.

  Jeff and our Plumbing install manager, Mike have been out to *** ********* home.  They pulled the sewer cable out of the sewer.  They ran a camera and found the client had a massive rust intrusion in the transition just outside of the home.  They recommended a main line drain clean and/or a main line aqua scrub.  

  There has been no further contact from *** ******* since our last visit on February 6, 2024.  

  We gave *** ******* options for the necessary repairs but have heard nothing that he would like to move forward with any repairs.

  Thank you.

  Customer response

  03/05/2024

  Better Business Bureau:
  
  After I made the original Complaint, I spoke to the company again and they were able to resolve the issue as they describe. I contacted the BBB to withdraw the Complaint but was told I could not do so. I do think the company could have provided better customer service for these issues without me having to escalate the issue as far as I did, but the company did ultimately correct the issue. 
  
  Regards,
  
  **** *******
  

• Initial Complaint

  08/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  August 2023 we had help come out to snake our sewer drain and they got the snake stuck in my sewer pipe. When they couldn't remove it they left it hanging out of my stack and said it won't hurt anything. Then gave us an estimate for over 10,000 dollars to dig and break our sewer pipe to get it out and fix a small part of our pipe. This was on Saturday so they said they would get back to us on monday about what permits they needed in my city. Never called so when I called back they could not get ahold of the plumbers that did this and was supposed to call me back. They never did. I had another plumber help me get Helps snake out of my pipe and their snake came out easily. I payed them 97 dollars for absolutely nothing and still haven't heard from them.

  

  Business response

  09/08/2023

  Helps drain specialist Aiden discussed with *** ****** the process of the drain cleaning.

  We discuss with every client before augering the pipe on a drain cleaning call  our waiver - drain liability which is attached with the signature of *** ******.

  We found an extremely bad spot in the line, which caused the cable to get stuck.

  Due to the brake in the pipe and roots, we brought in our plumbing specialist Sam to perform a camera of the line.

  The purpose of the camera is to find out where the problem is so we may provide options to make the necessary repairs to fix the problem.

  *** ****** declined any of our repair options and said she had a friend that could do it the repairs cheaper.

  Our plumbing manager spoke with *** ******* and her other plumber that she had at her home on Sunday, August 13th.

  Per the conversation *** ******* felt that we should repair the broken pipe due to our cable getting stuck.

  Our manager explained that we did not cause the brake and we would not be repairing her pipe that had roots growing through it.

  *** ****** put her other plumber on the phone and he began to argue with our manager over the size of the piping.

  Again, our manager explained why we are not responsible due to the signing of the drain liability waiver.

  The other plumber continued to yell and threaten our manager until the plumber hung up on him.

  The cost of the camera is $99 which we did not choose to charge *** ******.

  *** ****** paid Help $97, which is $2 cheaper than we would have charged.

  Help provided a service, showed *** ****** where her problem was located and we will not be refunding the $97 which we charged.

• Initial Complaint

  06/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My gas and electric company came to my house yesterday to install “updated” gas lines to my house. They said they had to turn off my gas to do this and when finished they turned the gas back on and went around and tested all my gas appliances for safety. When they used their tester on the hot water heater the Carbon Monoxide warning went off. They found that the vent on it was not venting up and out of the house through the chimney as it is supposed to because the vent was not lined up properly so that the moisture was trapped as well as the fumes that are supposed to go out of the house. The trapped moisture has also caused corrosion around the caps and piping. They turned it off due to the high carbon monoxide reading. They showed all this to me and pointed out that HELP installed it, evidenced by their tags and stickers on it. I called HELP at around 10:00am to report this dangerous issue and they told me they would come out and inspect it for a fee of $89. I reminded them that they were the ones who put this in and came out and “ inspected” it back in 2012. That I have no hot water until they correct this. The phone rep told me they will come out between 12-3pm and call me when they are 30 minutes out. It was 2:35 when I call them back. That phone rep told me they are scheduled between 3-5pm. I told her that was not what I was told early. I explained my issue and that I do not feel I should have to pay for a potential serious hazard to be checked. She then began a whole retort about them not installing it and that the stickers and tags don’t make them responsible for improper installation or hazard to me. She talked over me in a loud tone not allowing me to explain what I see on the water heater tank identifying them as the last servicing. Not a reputable or honest company. I will seek a resolve to this and share this experience with everyone I can.

  

  Business response

  06/29/2023

  *** ********,

  We would be happy to come out and take a look at the issues that the gas and electric company found with your water heater and gas piping.

  As our representative told you on the phone, we have no record of Help installing a water heater in your home.

  Help does place stickers on equipment in homes. 

  Help places the stickers there so you can find the phone number quickly in case a service call is ever needed.

  We apologize that you had thought we installed the water heater due to our stickers being on it.

  If Help can be of service to you, please feel free to reach out to us at ###-###-####.

  Thank you
  

  Customer response

  06/30/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, however, it is not a response that is offering to take responsibility for the faulty installation of my hot water heater. Only denying that they installed it dispute the fact that their logo tags and stickers are the only ones on it and at least one with a date. Not satisfactory Customer service to me. 
  
  Regards,
  
  ****** ********
  

  Customer response

  07/03/2023

  This unit was installed before I bought the house. I will look through my homeowner’s sales contract for that documentation and send it as soon as I able. 
  ****** ******** 
  

• Initial Complaint

  05/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  4-29-2023 regular check up on heating and cooling. Just had one in November and everything was good. Rep stated rust around coil indicates possible gas leak. Reach out to supervisor and supervisor cam out. Explain what was going and advise on what needs to be done but should cut off gas and not use it. Scare tactic. So agreed to cut off gas and then show amounts and prices 17.680 discount 14.400 2 stage 14 seer ac. 7 yr no lemon 5 yr warranty 10 yr part 16.711 discount 13.611 1 stage 14 seer ac. No lemon warranty 1 year labor 10 yr part 19.340 discount 15.752 2 stage 17 seer 5 yr labor 10 yr warranty part 7 yr lemon. Only thing was signed I thought was giving them to run credit check in which we qualified up to 15.000. so decided to put down 5752 on 15.752 so loan would be for 10.000. agreed to and work was to be done Monday 5-1-2023. 2 workers came out one work inside and the other out side. Initially they were to replace the furnace only. While working on furnace I monitor my office because I work from home. While watching my monitor a hand came close to it and then I was only able to see the wall . The workers went out side a little bit after and I went to the office to see what happened to my device. To my surprise someone had turned it so I couldn't see what was going on. I turned it back on and went to the other room to monitor again. About and hot later they were done and wanted to get the payment. Tried and computer wasn't taking my card even though the money was there so they stated will try again tomorrow I had to use my credit card instead and ran the amount agreed on. Was told will get email and will also get an email with the contract amount. Was sent forms from help showing the amount and another showing the amount of the loan. Not tru. When call made to good leap was told loan amount was for 11.000 not 10.00. call made to help for explanation.said they would call to make changes. No call back. So called good leap and no one had called nor made correct. Water was also coming from my water softener hose. Damaged floors and neighbor floors.

  

  Business response

  05/31/2023

  Larry our Sales Manager has reached out to the financing company and corrected the finance amount for Ms. *********

  This is has been corrected.

  ****** our General Manager has spoken with Ms. ******** and they are currently working through all the other concerns Ms. ******** has brought up.

   

  Thank you

  Customer response

  06/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  My water softener needs to be replaced and flooring in my neighbor home needs to be addressed making sure no mold issues in both homes due to the water damage caused by the damaged softner hose.
  Regards,
  
  *** ********
  

• Initial Complaint

  03/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid to help plumbing over $6,000 to repair plumbing in the house I had plastic plumbing and there was a crack in the line I was not home they sold my wife for 6,000 plus dollar repair job to replumb the whole house which wasn't needed it was too late I'd already paid for that they installed the hot water heater in 2017 it is currently not putting out much hot water I just called them and asked them if it was under warranty they said I'd have to call the manufacturer and ask. I didn't buy it from the manufacturer I bought it from them and an outrageous price and I would expect the customer service would be able to handle that for me I cannot do business with this coming anymore they're ridiculously priced all they are salesman. I asked about replacing the kitchen faucet they wanted over $700 for a foster that would have cost $150 at home Depot which I bought and put in myself in 10 minutes. They don't stand behind their products all they want to do is sell you something new. I'm afraid if they come over here to look at it they're going to say again I need a new hot water heater for some ridiculous price. I'm a member of their club but that doesn't seem to get me any faster appointment or better service. I will say I have had them for drain cleaning and the technician did an excellent job at a reasonable price I can highly recommend them for that

  

  Business response

  03/28/2023

  **** our Plumbing manager contacted Mr. ***** regarding his concerns.

  There is still a warranty on the water tank itself as of today.

  Help is scheduled to go out to Mr. ******* home on 3/30/2023 8-10 am to see what is going on with the water heater.

   

  Thank you

   

• Initial Complaint

  03/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On March 7th, 2023, I requested for HELP to complete a plumbing inspection and cleaning of my HVAC units. The plumber provided me with a written detail of the plumbing issues that needed to be addressed via email on the same day. The HVAC tech stated that I had some issues with my furnace. I requested for him to put it written and I would review it. I also inquired about the Nest learning thermostat but requested to hold on it because I may need to the furnace repairs addressed first. The HVAC tech said that he would email it to me. I was expecting an email on the same day that service was completed. The plumber was able to email me the plumbing issues. Almost a week later, I have not received any HVAC information regarding the issues. I have not received any information regarding my air conditioner. On Monday, March 13. 2023, I contacted Help and spoke with Demetrius, representative regarding my HVAC service. I informed Demetrius that the tech never emailed me the furnace issues and I never received a report about my air conditioner. Demetrius informed that he would follow up with the tech and his supervisor regarding my issues. Demetrius also said that the tech did put down information regarding my furnace or air conditioner. I am very confused. On March 2, 2023, I just joined Help monthly maintenance program. One of my coworkers informed me about the program and stated that she has excellent service with HELP. As of today, March 16th, 2023, I still have not received any email from the HVAC department. It appears that this business is not trust worthy. I see the commercials with Marty stating this company is honest and would not try to get over on their customers. I tried to address the issue with the company but I have not received a response. I know that some of their employees follow though because the plumber did I really hate that I had to contact BBB just to get a response from the company.

  

  Business response

  03/28/2023

  ** ******,

   

  Attached are the documents that you requested.

  Perry had emailed these documents on March 16th 1:14 pm directly to you.

  Demetrius also mailed copies of these to your address at **** ******** **** *********** **** *****.

  If you need any further information, please contact us at ###-###-####.

  Thank you

  Customer response

  03/30/2023

  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

  12/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date of Transaction: Saturday, 12/3/22 Consumer: ***** ******** of **** ****** ******* ** * **, *********** ** ***** I am ******* daughter and her Power of Attorney for all matters, medical, financial, etc. I was aware that my 73 year old mother pays a monthly fee for routine service with this company for her less than 10 year old water heater. However, it has come to my attention that on a service visit to fix the filter the contractor somehow convinced her to spend over $5K on a COMMERCIAL GRADE 40 gallon **brand new** water heater for a 2 bedroom condo that she only lives in 2 days/week b/c she lives with me and my children on weekdays. Not only that, but she was encouraged to take out a loan to pay for this new, unneeded appliance and was left with NO paperwork or invoice for the work, appliance or loan on the day the new water heater was installed. She didn't even know how much was owed until she received loan paperwork in the mail, which is when this matter came to my attention, since her mail comes to my house. We'd like a refund for the new water heater and the previously removed heater re-installed immediately. This is elder abuse as well as WILDLY unprofessional & unethical. We will be discontinuing any services in the future!

  

  Business response

  03/15/2023

  We have been actively working on a resolution along with this client.

  The client contacted their attorney which we then contacted our attorney.

  The two attorney's have been working towards a solution.

   

  Thank you

  Customer response

  06/05/2023

  Hello, The complaint against Help Plumbing that was reported earlier this year has been settled. 
  

• Initial Complaint

  12/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11.30.2022 the technician Marty of HELP Plumbing, Heating, Cooling & Electric (HPHC, https://www.333help.com) performed a diagnostic of our HVAC Lg ducted mini split. I am perplexed by both the level of diagnostic and justification of Tech Recommendation for $ 1,192.00 (see invoice Order Number: 1258508 attached). “Diagnostic” was performed without any devices: no voltage measurement of any electric systems (Marty’s voltage tester was broken and he tried to organize this tester from other colleagues), no temperature measurement of the lines, and no pressure measurement. A single “devise” was a screwdriver. The technician detected the “oil all over the flare connection on the large line on the outdoor unit indicating a refrigerant leak” (with subsequent Tech Recommendation for $ 1,192.00). Fingers detect it (literally). Nobody before and after Marty could see “oil all over the flare connection” (although I asked to pay attention to the oil all over the flare connection”). I am sure that “Diagnostic – HVAC Level 2 Diagnostic” was not performed and HPHC must return $89.00 to my account.

  

  Business response

  12/15/2022

  December 15, 2022

   

  To: ******* ***********

  Clients concern- Mini split is not running in heat mode.  Blower motor on indoor unit would not turn on in heating mode and would run in cooling mode.
  
  Marty the Help technician found a 4-month-old ** mini-split not installed by HELP in the home.
  
  Marty our technician talked with a technical advisor from a local supplier that sells the ** mini split systems.  The technical advisor stated that the issue that was going on is typically caused by not enough refrigerant in the mini split system. There is a temperature sensor on the indoor unit that will not turn on the blower until the indoor coil gets to above 80 degrees.
  
  Marty checked all refrigerant line connections to the system and located a refrigerant leak on the outdoor unit.

  Homeowner was present with Marty outside when he found the leak on the outdoor unit.
  
  LG Mini-Split technology is different from standard AC/Heat Pump systems, and it is impossible to get an accurate reading of the amount of refrigerant in the system by hooking up refrigerant gauges. The only way to know if the refrigerant charge is proper or not is to use a machine to pull all the refrigerant from the system, store it in a separate container and weigh the amount of the refrigerant, then compare that weight to what ** says it should be based off equipment size length of refrigerant lines and number of indoor units.
  
  This is a process that can take several hours and is not a service we perform for free, since the equipment was not installed by HELP and not covered by our part and labor warranties.
  
  The $89 diagnostic charge is our standard charge to come to a house and complete an evaluate of the system.

  All of this information was given to the homeowner at the time of the visit.

  A signature was received by Marty the Help technician for authorization for the diagnosis.

  A signature was received by Marty the Help technician declining all quoted work.
  
  Help will not be refunding the fee of $89 for Help coming to the home and completing a diagnosis.

  Thank You.

• Initial Complaint

  07/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had this company out to look at a leak (from the attic furnace). The furnace is only 2 yrs old. They did point out some code violations and went on to sell me a new furnace and AC. They installed it recently. When I called initially Kenny told me about their membership ($20/mo) and the benefits. Since I have two HVAC systems, I asked if I need 2 separate memberships. He said “no, it will cover both”, so I signed up. A couple of weeks later, a hand-held shower handle broke off a jacuzzi tub and the hose fell down into the wall. I called and they said they could take care of it. I scheduled an appt. They called the day of and said they needed to reschedule. I rescheduled. They couldn’t make that one either but I was leaving for vaca. They sent someone out and they couldn’t help! Then I get a voice mail message to call and schedule my furnace tune ups because they are already booking for Oct. So, while I’m on vaca, I called to book it. The lady told me they’re only scheduling for AC tuneup. I told her what I was told and also asked her if my membership took care of the tuneups for both furnaces and she said “NO”. I told her what Kenny said and she said he was wrong. This company has failed me in so many ways! But, they got $12,750 from me so I guess that’s what it’s all about.

  

  Business response

  08/23/2022

  Help has offered a one year club membership at no charge to ****** ****** to accommodate her concerns with Help.

  Help also waived part of the year club membership for the active club that was already existing.

  Help is scheduled for September to take care of her furnace tune ups.

   

  If there is anything further needed please let us know.

   

  Thank you

  Customer response

  08/24/2022

  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,
  
  ****** ******
  

*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. ↩