ComplaintsforEco Plumbers, Electricians, and HVAC Technicians

• Initial Complaint

  10/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On August 28 2024, our annual service plan with Eco renewed for $288. The service plan offers several benefits, including annual HVAC tune-*** for air conditioning and furnace. We last received a furnace tune-up on November 24 2023 according to Eco's records. I have attempted to schedule the annual tune-up to which my membership entitles me, but Eco states that they have no available ************ slots until March -- almost 6 months from now -- which is around the time I would have an A/C tune up. I have attempted to contact a member of **************** team to resolve this. I called to request to speak with a member of their management team on October 16. It is not possible to speak with anyone at Eco directly beyond their front line staff.

  

  Business response

  10/28/2024

  Good Afternoon,
  
  Thank you for contacting us regarding your recent experience with us. We are sorry that you did not experience the service that you expected from our company. We were happy to work with you to come to a satisfactory resolution for both you and your home. We will be here to take your call if you ever need us in the future.

  Customer response

  10/28/2024

  Eco responded swiftly to this complaint and took extraordinary measures to resolve this issue. Please consider the complaint closed and resolved to my satisfaction.

• Initial Complaint

  09/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ECO PLUMBING CHARGED ME OVER 7K TO FIX OUTSIDE PLUMBING DUG MY YARD UP BUT DID NOT GO AS FAR AS THEY SAID WAS GOING TO WHICH WOULD HAVE FIXED THIS ISSUE THEY AND DID NOT COMPLETE THE **** THEY DID NOT TAKE THE FENCE DOWN AND DID WHERE ORIGINALLY THEY SAID....THEY ARE SAYING IT IS THE CITY RESPONSIBILITY AND THE CITY IS SAYING IT IS ECO RESPONSIBLE i AM THE ONE SUFFERING HERE WHILE THEY FIGHT I GOT A 7K + LOAN FOR THE REPAIRS AND IT IS NOT EVEN REPAIRED AND THEY TRY TO CHARGE ME MORE MONEY DO I NEED TO FILE ON THE CITY OF COLUMBUS TOO? I WANT MY PLUMBING FIXED LIKE I WAS TOLD IT WOULD BE AND IT IS NOT IT HAS NOT BEEN I HAVE BEEN DEALING WITH THEM GOING BACK AND FORTH FOR MONTHS ITS REDICULOUS. I WANT MY PLUMBING FIXED. I AM THE ONE WHO IS SUFFERING WHILE THEY FIGHT BACK AND FORTH I JUST WANT IT FIXED ASAP

  

  Business response

  09/25/2024

  ***** *******-
  
  
  Thank you for contacting us regarding your recent experience with us.
  
  
  After working with the City it was determined that right before the city main you and your neighbors line comes together. This is what the City deems a common line that is the responsibility of you and your neighbor. We are happy that our Sewer Excavation Manager was able to work with you directly and come to a satisfactory resolution by providing a complimentary hydro jetting of the unique common line you and your neighbor share, along with providing a long-term permanent solution for your peace of mind.
  
  
  We always aim to provide 5-star quality service to our customers, and our goal is to always help.

• Initial Complaint

  09/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The company engages in misleading advertising to engage customers. Their website clearly states "$93 Or it's Free Sewer Drain Clearing .... ". I also called them and mentioned the $93. They told me, yes, that's the starting price. When you press on "see details", it takes you to scheduling the visit instead of providing the terms and conditions of the offer.When the guy showed up, he presented me with three options, the cheapest was $331. He said that it was available only in Columbus. At this point, I had to go ahead with them. When I called the office afterward, they told me the $93 was based on specific procedures. The technician misdiagnosed and went down the main drain, finding nothing, he then put in the camera to find out the line was actually clear. Only after that, he went to the obvious clog that was inside the house and cleared it with a small snake. I suppose their modus operandi is to first do the work that they will then try to justify for the higher price and then figure out what's the root cause.

  

  Business response

  09/23/2024

  ****** *****-
  Thank you for contacting us regarding your recent experience with us.
  Here at the Eco Plumbers, Electricians, and HVAC Technicians, we have several Guarantees in place  to ensure that our customers needs are being met. I know that we have let you down, and for that we are very sorry. We are the highest-rated service company in central **** with over ****** reviews on ****** with an average 4.9 rating from our customers. We did not achieve this level of trust by being deceptive to our customers. The experience you had is most unfortunate but not a reflection of our company as a whole.
  We are happy that our Cincinnati General Manager was able to work with you directly and come to a satisfactory resolution of a full refund. Your service was not handled properly and we failed to provide you a five star experience. Our employees have 1 hour of continual training per week to ensure we are providing the best customer service experience. We have addressed all these concerns with the management team for additional training to be done to ensure that this situation does not repeat itself.
  I want to thank you for bringing this issue to our attention. We are always looking for ways to better our service, and your feedback is an invaluable part of that process. We pride ourselves on maintaining a high standard of service, and we sincerely apologize for any disappointment experienced during your interaction with our company.
  We always aim to provide 5-star quality service to our customers, and our goal is to always help you with your home in a timely manner.
  
  

  Customer response

  09/25/2024

  [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 accept the business's response to resolve this complaint for my specific case. However, I don't know if they will be changing their policies and misleading advertisement. 
  
  Regards,
  
  ****** *****

• Initial Complaint

  08/08/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We were having Plumbing issues in the home ( slow draining Toilet s and sink). We contracted ECo Plumbers to come out and diagnose the issue. They had a untrained professional come who did not diagnose the issue but went in and started removing the Toilet and snaking the drain without finding and disclosing to us the customer what the issue was. No camera inspection was done. The plumber came back and said he could not find any issues without even doing a camera inspection. Just a charge of $429 with resolution to our issue. They had the audacity to bring photos from 3 years ago stating they used a camera 3 years ago at my property but that is not what we paid for. We paid for a service that was not received or resolution or a refund. We contacted the city to come and check the Main sewer line and they stated there was NO blockage in the the main sewer line and to contact a plumber. The city were reside also stated that ECO plumber has not contacting them as required regarding any services at my address which is another violation. The city of ********* recomended me filing a report with the BBB and contacting the owner of Eco Plumbers.

  

  Business response

  08/16/2024

  Hello ****** ******,

  Your feedback is important to us, and we appreciate that you reached out through the BBB. We have been a BBB A+-rated accredited business since 2007, and we work hard to build trust with our customers.
  

  We are sorry that you feel you have not received the service you expected. After reviewing your service request and the sequence of events that followed, plus prior service at your home, we believe there may be confusion about what the invoiced charge was for and why we did not perform a new camera inspection. The $429 charge was for having to pull the toilet and reset the toilet to provide the only access to the sewer line for running the cabling equipment.
  

  Our highly trained drain technician attempted to clear your sewer line to get the wastes flowing again by cabling 100 of line. When the flow could not be restored with the cabling method, the technician did not charge for the cabling. Also, when resetting the toilet, there was no charge
  for the new wax ring.

  Our drain technician next facilitated a visit by our service advisor who was familiar with your sewer issues from service in 2021. Since your sewer line was holding wastes, a camera inspection could not be performed because the camera could get stuck, and most importantly, it would not be able to see the condition of the sewer pipe because of the wastewater. When you referenced the findings of the camera inspection performed in 2021 by our service advisor, these images were reference from our records. He provided an option for an exploratory with an addition of an exterior cleanout. You and our service advisor then discussed financing, but you were unable to get approval. You then told our service advisor that you would speak with a friend who might be able to make you a loan to do the exploratory with cleanout option.
  

  Regarding city of *********, we do not need any permissions from them to pull a toilet or run a camera. The city of ********* only performs camera inspection on the citys portion of the sanitary sewer line, not the customers portion. 
  

  We hope this clears up any misunderstandings about the service that was provided and the recommendation to perform an exploratory dig and add an external cleanout.
  

  Sincerely,

  *** Rhode
  Marketing Manager
  Eco Plumbers, Electricians, and HVAC Technicians

  Customer response

  08/23/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22112013
  
  I am rejecting this response because:  this is not an accurate description of the detailed events . Furthermore the cost of pulling and a resetting 1 toilet is not over $400. It was never explained why the services couldnt not be completed . Also per the city of ********* you are required to contact them for services . The city of ********* is recommended filing a complaint with the BBB for lack of service .  The outside drain clean out was never attempted by your company . Why ? And if the complaint is for a blockage , then how are ever able to diagnose a problem with blockage of you can see due to waste ? There was  clearly waste in the line if there is a blockage . 
  how were you able to see In ********************** the line then ? Can you provide proof that the person sent out is a trained professional with the correct plumbing certifications ? Also provide a price of pulling a resetting a toilet . When I called to inquire about the price it was not stated it was over $400. Your response is not accurate and I demand a refund or completed service or for you to use the drain clean outside not the toilet .why was the toilet used for a drain clean out ? Were you not able to locate the drain clean out outside ? If so why not state that before starting service ? And again how can you diagnose an issue with no camera ?
  you started off snaking the toilet with no diagnoses . A diagnose should me made first based on 2024 findings then a solution .Why was the issue not diagnosed first before snaking a toilet ? And why did your employee make things worse ? 

   

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

  Customer response

  08/23/2024

  This company is not telling the truth .
  if there was an issue in 2021 with blockage and they were able to see with a camera , how come they cannot do it in 2024?
  they also stated for an Additional cost they could use the outside clean out why was that not used to begin with ? The  drain clean out is not in the toilet . It has to drain outside and be outside . The receipt does not state a toilet pulling was $429.00

   

  Customer response

  08/23/2024

  Why when the technician arrived at the home , why did they not explain all of the options before starting repairs so we the consumer can make informed Decisions before any work began ? 

  

  Business response

  09/27/2024

  Hello Willie ******,
  
  There are many questions throughout the 3 replies that you posted on the BBB platform. I will try to explain your service to help you understand that you have a recurring main sewer line problem that will not get permanently fixed unless you take further action and invest in your home. Also, we would never discourage you from seeking other opinions if you do not agree with our recommendation to do an exploratory cleanout with hydro jetting.
  
  In 2021, you had us out to assist with a sewer drain back-up. Our cabling findings were that there were heavy roots and feminine products in the line that created a blockage. Our technician was able to clear the line three years ago. Likewise, our service advisor was able to perform the camera inspection at that time, because the flow had been restored, allowing the camera to see the interior of your sewer pipes. The option/estimate offered at that time was to install an external cleanout, so in the future, the toilet would not have to be removed and to allow for the hydro jetting, which cannot be performed through a toilet line. As you know, this option was never approved by you to move forward with, which we can presume means the problem with the sewer line still exist since it continues to back up. It is possible that with the passage of time, the condition of the main sewer line may have gotten worse. Notably, three years of roots seeking moisture, with the current drought conditions increasing root focus on seeking moisture through compromised sewer pipes.
  
  On June 30, 2024, you scheduled us to come out to address issues with bubbling or gurgling in the toilets when the washing machine was in use, and experienced difficulties flushing the toilets temporarily. Due to the absence of an external cleanout, our technician, having arrived at 10:10 AM, created an estimate on his iPad showing upfront pricing for our $93 or Its Free Drain Cleaning Special, and how he would need to access the sewer line through the pipes below the toilet, requiring pulling the toilet and resetting the toilet ($429 is shown with the photo of toilet pull/reset). The option you approved with your signature at 10:29 AM was for $522. Next, our technician explained our drain service disclaimer document, since the use of high-powered equipment can have unintended results due to the condition of degraded sewer pipes. This also required your signature. Our operational system timestamps everything and the indication is that our technician spent adequate time with you as he got your approval to perform the recommended service option and explained the disclaimers.
  
  Once he began working on the issue, he removed the toilet, protected the work area, and attempted to clear the line with the cabling method. Ultimately, he was not able to get the cable to break through the blockage to get the wastes and greywater in the line to drain. Our technician then reset the toilet and cleaned up. He provided a new wax ring under the toilet at no charge and removed the $93 drain clearing charge from the estimate, since he was not able to get the sewer line flowing again. Final invoice charge: $429. The invoice required your signature in three places.
  
  In the technicians wrap-up video, you confirmed that our technician put the toilet/bathroom back in order and cleaned up well. There was also agreement with our technicians observation that there had been construction at some point, that it would have been nice if they had added a cleanout. Our technician also explained that our sewer advisor would come out to discuss options.  
  Our drain technician was on site for a total of 2 hrs. 30 min.
  
  Consequently, the sewer advisor was unable to conduct a new camera inspection of the line during his visit, as no slow drainage occurred. When you brought up the previous camera inspection, our service advisor accessed the photos captured from the 2021 video through our operating system records, accessible from his iPad. Eco stores your service records for your convenience. Our expert then recommended the exploratory option that includes the installation of an exterior clean out, followed by the hydro jetting method to clean the line, which would cut through heavy roots and any debris built up in the line. 
  
  
  Regarding your question about the expertise of our drain technician and sewer advisor, the advisor holds sewer and water division tapping certification with many years of experience, including excavation expertise, and your drain technician has over 45 years of experience in the industry, including certification for proper waste handling.  
  
  It's important to note that each business establishes pricing based on their unique needs, overhead costs (service team, managers, and support team such as **** and dispatchers, our fleet, maintenance and fuel, continuous training, technology, marketing, etc.) and reinvestment in the business. We provide free, no-obligation estimates with upfront pricing, so that a homeowner can price shop more than one company, if they would like. Our cost ($429) for pulling and resetting a toilet includes many steps within the process to ensure no water damage occurs from leaking, such as turning off the supply and removing all the water from the tank and bowl, protecting the floor from damage when moving the toilet off the ******, and when replacing the toilet, ensuring that it is seated properly and tight to the ******, and turning on the supply and making sure everything is working properly once the water has refilled the tank. With Eco, you also receive valuable warranties and guarantees within your service.
  
  
  Regarding the city of *********, if we had installed an exterior clean out, a project coordinator would have communicated with your municipality to obtain the necessary permits. Since no replacement or repair was performed and no digging occurred, no permits were required. We only visited your home to provide you with options, and service existing plumbing, which does not require city permission. We are a registered contractor in the city of **********
  
  
  We have provided a cost-effective solution for your continuing problems with the main sewer line. Our recommended option requires taking additional steps to hire us to install an exterior cleanout and perform hydro jetting of the sewer line which would cut out any roots that are creating blockages. This option was provided in 2021, and again in 2024. Some homeowners will seek additional opinions and estimates, which you are welcome to do. The work performed for $429 was the charge for pulling and resetting the toilet to access the sewer line, since there is no other cleanout. Per the $93 or its Free offer, there was no charge for the cabling of the sewer line, since we were unsuccessful at clearing the line. When you last spoke with our sewer advisor, you mentioned that after being declined for financing, you were considering obtaining a loan from a friend for this work. We were waiting to hear back from you regarding this.
  
  We would like to offer you a $429 credit on your account to be applied to the exploratory cleanout with hydro jetting solution to aid in your need to get your sewer line flowing again.
  Thank you for your patience in this matter.
  
  Sincerely,
  
  *** Rhode
  Marketing Manager
  Eco Plumbers, Electricians, and HVAC Technicians

• Initial Complaint

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On June 24, 2024 Eco Plumbers visited my house for the first time. I had a slow shower drain and when the upstairs toilets flushed, water backed up into our kitchen sink. A tech visited and snaked a drain. He sold me on the EcoFi Advantage membership program and said the work comes with a warranty. Within a few hours after leaving, we flushed the toilets and it happened again. Eco Plumber was called and they returned June 25th. The tech removed the toilet to snake the drain that way and charged nearly $200 despite saying he would come back for warranty work. Within 30 minutes of him 'finishing' the job, the kitchen sink backed up again when a toilet flushed. June 26th a new Eco tech came to our house. He tried to clear the drain and couldn't seem to find a remedy, so they called out the sales person ******. They determined we needed to descale the pipe in the basement floor despite the basement toilet / sink / shower being the only drains in the house that weren't affected by slow moving drains or water backing up. ****** indicated they would have to jackhammer the basement to install a 2 way cleanout. Tuesday July 2nd, several techs arrived and began the work. After descaling and jetting the pipe, we still had standing water in our kitchen sink. The techs removed the basement toilet to inspect the pipe and couldn't get it back on properly. We then had no functioning toilet that didn't back up into the kitchen sink. ****** came back on July 3rd along with his boss ***. They said they would need to jackhammer the new concrete in addition to another area to descale more pipe. More techs came back to fix the toilet but they couldn't so they left, and we had no working toilet for July 3 and 4th. *** came back to put in a new toilet on July 5, but made no mention of the continuing issue of toilets backing up into the kitchen sink. The owner of Eco reached out and gave us his email address so he could help. I've sent him 4 emails and he hasn't replied once.

  

  Business response

  08/09/2024

  Hello *********************************,
  
  Thank you for your detailed feedback. Our Care Team has been facilitating getting management involved to review this to understand the full situation. We are sorry for any inconvenience. It was unfortunate that our normal resolution process had some unintended bumps, including that your emails sent to our owner landed in his junk mail. I believe he did reply to you once he discovered the emails.
  
  We wish to resolve this situation as soon as possible and have asked that you share any documents from the other company that would help us understand their diagnosis, solution and the cost involved to have your plumbing system repaired beyond our repairs. Often diagnosis is a step-by-step process, starting from the most obvious to less obvious or hidden issues, and may involve multiple issues.  
  
  Our Care Team and management will get back in touch to propose a satisfactory resolution once your document(s) are received. Please send them to *******************, or if you have any additional questions, please reach out to me or our Care Team. Thank you for your patience in this matter.
  
  Sincerely,
  
  ************
  Marketing Manager
  Eco Plumbers, Electricians, and HVAC Technicians
  

  Customer response

  08/12/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22106749
  
  I am rejecting this response because: 

  I appreciate the willingness to discuss this situation, but am still disappointed that it took this long and this action to get any help.  I notified your salesperson *********************** on July 3rd that we were very unhappy because everyone left our house and we had no toilets to use, and I wanted to speak to someone in management, but no one called.  The other plumbing company visited our house on July 5th and saw that the basement toilet, shower, and sink were not having drain issues (they never were impacted by this, which all Eco techs were told and saw for themselves).  Upon seeing this, they knew the issue was in the pipes prior to getting to the basement.  They removed an upstairs toilet and snaked the pipe until there was free flowing water all the way into the basement and out of the house.  The technicians from your competitor used the same techniques as your technician *****, but they simply went until the issue was cleared.  ***** even mentioned in his report that he pulled out a clean blade when snaking the drain, which seems to indicate he didn't go far enough. 

  I will attempt to get a work order from the other company to show that the fix was as simple as I've outlined it here.  I feel the service we were told was necessary was absolutely oversold.  Now we have a damaged laundry room floor with a bad concrete patch job in our finished basement.  Once I receive the work order details, I will forward them to you.
  
  Regards,
  
  *********************************

  

  Business response

  08/16/2024

  Hello *********************************, 

  Thank you for your response. We understand your concerns and appreciate your willingness to share additional details. As soon as we receive the other company's document, our management will review it and continue working with you toward a satisfactory resolution.

  Sincerely,

  ************
  Marketing Manager
  Eco Plumbers, Electricians, and HVAC Technicians

  
  

  Customer response

  08/22/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22106749
  
  I am rejecting this response because: 

  I have attached a copy of the invoice from Drain Tech.  As I previously stated, Drain Tech determined that the issue was not in the basement, because the basement shower, sink, and toilet were never backed up and never caused a backup into the kitchen sink when those fixtures were used.  Drain Tech determined that the issue was somewhere below the kitchen sink but not in the basement floor.  *********************** (Sales), ************************* (Tech), ***************************** (Tech) from Eco Plumbers all saw that there was no issue in the basement flow because they could see the water flowing through the sewage pipe on it's way out of the house when the basement fixtures were being used.  Drain Tech was able to completely descale the pipe in question and clear the clog by utilizing the same technique that ************************* (Eco Plumbers Tech) had used during his second visit but was unable to clear.  

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

  Customer response

  08/22/2024

  Drain Tech invoice showing that cabling the drain was all that was required to clear the issue that was in the waste line leading to the basement, not in the basement line.  Picture that shows toilet water still in our kitchen sink on July 4th, nearly 11 days after our initial visit from ***** at Eco Plumbers.  Picture showing the messy, poorly patched concrete that was busted up unnecessarily.  This is the area that Eco Plumbers wanted to come back and dig up again, as well as an additional area to descale pipes again.  Please note the sloppy workmanship.  There was gravel left everywhere, dust coating everything in our basement.  To replace the flooring will require more concrete repair because it looks so bad.  

  Customer response

  08/22/2024

  Drain Tech invoice showing that cabling the drain was all that was required to clear the issue that was in the waste line leading to the basement, not in the basement line.  Picture that shows toilet water still in our kitchen sink on July 4th, nearly 11 days after our initial visit from ***** at Eco Plumbers.  Picture showing the messy, poorly patched concrete that was busted up unnecessarily.  This is the area that Eco Plumbers wanted to come back and dig up again, as well as an additional area to descale pipes again.  Please note the sloppy workmanship.  There was gravel left everywhere, dust coating everything in our basement.  To replace the flooring will require more concrete repair because it looks so bad.  

  

  Business response

  08/27/2024

  Hello *********************************,
  
  At Eco Plumbers, Electricians, and HVAC Technicians, we have several Happiness Guarantees in place to ensure that we meet our customers needs. We recognize that we have fallen short in your case, and we sincerely apologize for that, and appreciate your patience as we worked to resolve your concerns.
  
  Our management and Care Team were pleased to come to a satisfactory resolution of refunding the total costs, and providing additional funds to compensate for the inconveniences mentioned.
  
  We are continually seeking ways to enhance our service, and your feedback has been invaluable to helping us improve.
  
  Sincerely,
  
  ************
  Marketing Manager
  Eco Plumbers, Electricians, and HVAC Technicians

  Customer response

  08/31/2024

  [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 accept the business's response to resolve this complaint, pending receipt of the promised refunds.  I have received the refunds to my debit card, but we are still waiting for the $6,079.20 refund that will be issued via check.  
  
  Regards,
  
  *********************************

• Initial Complaint

  08/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On July 1st Eco Plumbers Stone G. and ************ came for a routine preventative maintenance inspection because I purchased their plan. They came and did their inspection. Per the write up on the invoice Stone stated that the system has no needs, the capacitor is in the normal range, amp drawls are normal, and refrigeration is fine. On August 3rd I noticed the air was not getting cold. On August 5th 1:30 am I went into my basement to look around and noticed water all over the floor coming from my unit. My boyfriend instructed me to turn off the unit and the breaker for the unit. I also removed the filter which was dirty and needed to be changed. I called Eco to advise them what was going on. They sent ***** back out to my house. He starts taking off the panel to find a huge chunk of ice and states that it could be the filter. I asked why was that not in your write up since that one of the most basic checks you can do? He apologized and said that we must not have had any filters in the truck because if we do we usually change it. I ***eated why did you not put that in the write up and he just apologized. By this time my boyfriend (a trained industrial/residential electrician) began to speak with him stating the filter is one of the reasons for the ice build up and has potentially caused my motor to overwork. He asked if the motor was included in the plans warranty and he said no. So, it looks like they purposely did not mention something so basic as the ***lacement of the filter so my motor would blow out causing expensive damage since he knew the motor is not included. The *** did not s**** all the screws back in when he put the panel back to create the vacuum for the air. My boyfriend came over this morning and saw that he did not even clean the air intake vent located on the left side of the house and that can also burn up the motor because air cant get through. Many missed checkpoints and now my unit may be compromised. My unit is still not working properly.

  

  Business response

  08/19/2024

  Hello *********************, 
  

  We appreciate your feedback and we were happy to work with you to come to a satisfactory resolution for both you and your home. Upon arrival, a new evaporator coil was installed, as well as extensive maintenance checks, including checking pressures and replacing the cased coil, copper tubing, and the filter line dryer.

  These services were completed at no charge and your technician was pleased to get your system working well again. Should you ever need us in the future, we will be here to take your call.
  

  Sincerely, 
  

  *****************;
  Marketing Manager
  ***********************
  

  
  

  
  

  Customer response

  08/26/2024

  This business has already addressed my issue in a satisfactory manor. Thank you. 

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  on February 9 2024 echo plumbing did some work for me which required that they remove my steps to my deck and when I originally hired them, they stated that they would replace the steps.Upon completion of the project, I asked what about my steps. The guy said that he cannot replace the steps on the same day, he stated that I would need to give him a call once the dirt settle so that he can replace the steps.Additionally, they left the site a mess with pipe and large rocks all over the area. The clean out vow was expected to be above ground, but it has sunken underground After several phone calls and conversations with eco they are refusing to replace my steps however, stated they can get someone to look at the area.today I spoke with **** who alluded to the contract and explain that even in the contract it says that they dont replace fences, etc.. I explain that when I first worked out this contract with the original ******************* that and he told me that he needed to remove my steps. He clarified that they were going to put my steps back. I asked him if it needed to be written in the contract and he said no he pointed to the exclusions in the contract that states and stated that the stairs are not an exclusion and thats why it dont need to be put in there because its obvious that they will put my stairs back as of today. Theyre not there refusing to put my stairs back.

  

  Business response

  07/25/2024

  Hello *****************************,
  
  Thank you for your feedback regarding your project and the details in question. After looking into your client concern and reviewing our notes, our management team has been working to resolve this with you. We are pleased that one issue is settled and there is agreement to restore the yard now that the settling has occurred.
  
  Regarding the replacement of the long set of stairs from the upper deck to ground level, this appears to be where unclear communications have occurred. We are very sorry about this. To recap, the stairs were removed since they were in the path of the sewer line excavation. The reason the stairs could not be replaced on the day of the excavation is that the dirt mound needed time to settle. You believe that your project was planned to include the replacement of the stairs. From assessing what you have explained in your BBB complaint, along with our service details, having the following additional input would be helpful:
  
         Since you recently mentioned to our manager that you could provide your ADT service video to verify the conversation between you and our excavation team, please make this video available as soon as possible.
  
  
         Additionally, please supply a reasonable estimate for replacing the stairs by a qualified contractor/handyman/********* of your choice.
  
  We are sincerely sorry for any confusion regarding the stairs, and wish to move quickly toward a satisfactory resolution regarding this matter. If you have any questions, or wish to deliver a video or quote outside the BBB platform, please email *******************.
  
  Sincerely,
  
  ************
  Marketing Manager
  Eco Plumbers, Electricians, and HVAC Technicians

  Customer response

  08/12/2024

  8.12.2024 KG received phone call from consumer. Resent business response.

  Customer response

  08/12/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22025193
  
  I am rejecting this response because: I did not mention my ************ The sales representative said that if they had to take down my stairs, they would replace them and when I asked the evacuation team about restoring the steps, he said they couldnt do it right then because the dirt will have to settle. Once it settle give them a call and they will replace the steps. 
  
  Regards,
  
  *****************************

  

  Business response

  08/16/2024

  Hello *****************************, 

  Thank you for your response. Could you please provide a quote for reinstallation of the stairs from a contractor of your choice? You may send it to ******************* or attach it through the BBB platform.

  Sincerely,

  ************
  Marketing Manager
  Eco Plumbers, Electricians, and HVAC Technicians

   

  Customer response

  08/21/2024

  687014027BD25
  Complaint: 22025193
  
  I am rejecting this response because: none of these issues have been resolved. I have spoke with ***** who said he will come out to fix the dirt area however I did not receive a detailed statement in writing explaining anything and unfortunately, that's why we are here today. *** been asking to speak to ***** manager for 2 months now, you all been claiming you are going to restore the back yard for weeks, but nothing.

  As far as the video from ADT, no. I never told your manager I will give him anything nor did I offer him anything.

  As far as what your technician **** said, - they may have to remove the stairs, they may not be able to replace them the day of service, and which was confirmed by Technician ******* who told me to water the dirt, to make it settle sooner and give you all a call back to replace the stairs. 

  Additionally, stairs nor any other parts connected to the house are exclusions in your contract. 

  I will email you a quote. I will like to also say, this transaction is causing me unwanted stress. Just on the strength of how you left the job site - nails, *******************, big roots, played my stairs out and stones left all over my yard with no regards to my personal property and now the back and forth about replacement of the stairs. This is extremely overwhelming and I would appreciate it if this is resolved sooner than later.

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

  

  Business response

  08/27/2024

  Hello *****************************,

  Thank you for providing the estimate from your contractor of choice for replacing the stairs. We are pleased to have come to a resolution, and are sorry this has caused you stress, or inconvenienced your use of the deck. 
  
  We have processed a refund to your **** in the amount of $2,200.00. You should have received an email with a receipt from our finance team already. For your records, a receipt is uploaded here.
  
  Also, at your convenience, let us know if you are ready to proceed with the yard restoration by calling customer service at ************. The manager will then reach back out to you with open dates for completing the work. Its the perfect time to do this while the dirt is very dry. 
  
  We appreciate your feedback and will use it to improve our processes, especially regarding customer communications during project estimation and planning. The details definitely matter and we want you to know that Eco appreciates and values customer input, like yours. Thank you for your patience as we complete the last steps of your yard restoration.
  
  Sincerely,
  
  ************
  Marketing Manager
  Eco Plumbers, Electricians, and HVAC Technicians
  

  
  

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ive had Eco Plumbing out before, *** also had them come to my parents house who are elderly to help them with some issues. I set up an appointment after my husband couldnt fix part of our toilet that was leaking for a Friday. They had messaged a little bit before our time window saying they were not able to come and had to reschedule to Monday. I called Monday morning, asking a time, since I was not given one, they gave me a time. Then called me right back and said the time was not available anymore and they could come on Tuesday. So now they canceled and change their appointment again. Tuesday I called again to find out my time window . They came, fix toilets super quickly, told me the things they were doing, did not use the materials. My husband had bought, charged me over $1000. I was not given a receipt or any kind of itemized list of what was done or the charges. *** asked for this twice now and I was told that the technician was not able to get this for me so management would be calling me. This was three days ago. Im still waiting. And one of the toilets they fixed is still running continuously so the issue is not fixed.

  

  Business response

  07/24/2024

  Hello *************************,
  
  Thank you for your feedback. We apologize for needing to reschedule the appointment that caused you to be inconvenienced. The request for a breakdown of your costs has been supplied to you by our office team. Our technicians build out their recommended options with estimates using our project pricing model which is always supplied upfront.
  
  We are pleased that our management and you could come to a satisfactory resolution by providing a $450.00 refund once it was discovered that the technician had accidentally entered the task/SKU that includes materials in the price. Your refund is for the flapper and toilet handle since your husbands supplied materials were used to complete the work.
  
  We are also sending you an Olive ****** $100 gift card since the rescheduling caused you to have to leave a special birthday party early.
  
  Eco wishes to thank you for your business, and we look forward to helping you in the future!
  
  Sincerely,
  
  ************
  Marketing Manager
  Eco Plumbers, Electricians, and HVAC Technicians

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Eco Plumbers fixed a water drain line in the front yard and damaged my sprinkler system in the process. I had to hire a sprinkler company to fix the sprinkler for $175.00

  

  Business response

  06/26/2024

  Dear **** *******, 
  

  Thank you for your feedback on your service with us. With projects like yours, we are sometimes unaware of what is underground when we're digging due to private unmarked lines. We understand that no one wants to deal with fixing an irrigation system. However, if the homeowner does not mark private lines before the job begins, Eco cannot be held responsible for any damage once digging starts, as outlined in your signed estimate and invoice.

  There is no way of locating plastic irrigation lines prior to digging, and due to this, our team offers repair packages for irrigation projects like yours. For this job, the additional repair package was not purchased. In addition, you received a manager approved discount of $180.50. We appreciate your business and our team is always here to provide more information about upfront pricing, project details, and guarantees. If you would like information about our valuable EcoFi Advantage Membership, please let us know or check it out online at geteco.com.
  
  Sincerely, 
  Eva R****
  
  
  

  Customer response

  06/28/2024

   
  Company should pay for the repair.
  Regards,
  
  **** *******

  

  Business response

  07/08/2024

  Hello BBB,

  I understand that **** ******* is unhappy with our policy that states we are not responsible for damage to private service lines (irrigation lines, electric fences, gas lines to outdoor lamp, etc.) that are buried in the homeowner's yard. However, I did tell **** that our production coordinator stated that if our excavation team sees an irrigation line that is accidentally cut, the team will try to repair it on the spot, but no notes were added to the installation job by the team of any cuts or repairs happening.
  
  Attached are the signed estimate and signed invoice for review. I've also attached our dig agreement that gathered information before the excavation began (IP stands for In Person) and this indicates that there were no private service utilities. Also, I personally reviewed our project photos and zoomed in as closely as possible to review the open trenches where the hand-shoveling occurred and the piping was laid in before the trenches were filled. I could not see any irrigation lines at all, or cut ends of lines along the dug areas. Much of the 20-foot area of the yard dig was very heavily crisscrossed with tree roots that the technicians had to cut through to even lay the pipe.
  
  With that said, it does seem like **** is saying he was/is unaware of the private service line policy. Our service and sales appointments are built out on the iPad and the technician or advisor are to go over the options, prices, and any unique service policies with the customer using their iPad. Then the customer chooses the option they wish to proceed with and they sign on the iPad. At the time, it sounded like price was of utmost importance, since our manager gave a price match to win the job, per ****. I was able to see that discount was applied. Putting myself in ****'s shoes, I hoped that his plumbing service advisor explained our policy clearly, but another thing that would have been helpful to **** would be to have the estimate/invoice emailed to him for review and for his records. This is standard Eco practice, however, being that this job occurred back in October 2023, today I asked our internal operations manager to research whether the automatic system notes showed that **** was sent the estimate or invoice via the his email address on file: **********************.
  
  Our internal ops manager reported back that the estimate and invoice were not emailed to ****. This does not usually happen with our team or our operating system, but when it does, unless the customer asked for his service agreements in the course of the job, we probably did not realize they were not sent. If **** did not have access to his service agreements (estimate or invoice) that he signed on the iPad, then this is making more sense why he feels he was not aware of the policy. We always store everything in the client’s service records for servicing the home properly the next time and for our client’s convenience.

  Since I’ve discovered that these documents were not emailed to **** automatically last Oct. 2023, I would like to offer **** a $175.00 credit on his account to use towards any future services he may need, whether plumbing, electrical or HVAC.
  
  Sincerely,
  
  Eva R****
  

  Customer response

  07/10/2024

  I accept the business's response to resolve this complaint.
  
  Regards,
  
  **** *******

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/3/24 Work was performed by Eco Plumbers to unclog a main drain. The repairs made were not sufficient and left the drain still clogged and the bathroom floor destroyed. The toilet is leaving and not usable. My 73 year old uncle has been without a toilet now for a week. They charged him ****** dollars for the this work. They are now trying to charge him ***** dollars more. He did not receive a receipt or copy of any paperwork that he signed. They have grossly taken advantage of my elderly uncle and need to be held responsible. I have no documents to share because they provided him with nothing.

  Customer response

  06/21/2024

  
  ---------- Forwarded message ---------
  From: *************************** <*******************>
  Date: Wed, Jun 19, 2024 at 8:50 AM
  Subject: Reference number 21867368
  To: <********************************************************>
  
  
  I wanted to let you know I do have a video of the "work" performed. We also have my uncles insurance adjuster coming out today to look at the damage caused by the company. 
  
  Thank you, 
  ***************************

  

  Business response

  06/27/2024

  Hello ***************************,
  
  Thank you for reaching out with your feedback. Your BBB concern has been noted and service records researched to understand the situation you are describing. Your name not being in our system, since you are not our customer, caused a slight delay. By searching the address, we were able to identify our customer in this matter, *************************************. You have indicated that you are his niece.
  
  Mr. ***********, the homeowner of the service address, is the only person with whom we have a service agreement (contract). Our goal is always to help our customers and provide high-quality, permanent solutions, upfront pricing, and guaranteed work. At your uncles first service appointment, the technician listened to him describe the issues he was having within the older home that needed to be addressed. He described issues with his toilet, and we explained the potential that the sewer line could have issues that would need to be investigated. Our service team provided solutions that might require some exploration for things not visibly able to be assessed. We also reviewed our proposed solutions and estimates with **************************, and he chose the options that included repair and step-by-step exploration to determine the underlying issues. He approved the estimates and signed the service agreements (contracts) for the project. He also sought financing with Service Finance to pay for the project, and he was prepared for the potential that unforeseen issues could be discovered once our team got the camera in the sewer line.
  
  The camera inspection showed damage from roots, one sign of a compromised sewer line, and also a collapsed area further down the line where the camera could not see anything but sand. We also had hydro-jetted the sewer line to clean/descale the pipes in the process of this exploration. Once the collapsed line was discovered, the rest of a multi-stage project was already being planned by our support team, including acquiring the needed permit from the municipality, aligning for an OUPS utility line location, scheduling the dig, the sidewalk restoration, and final inspection. Without the excavation to repair the sewer line, the collapsed section will not allow sewage to drain properly, and it will continue to back up.
  
  Regarding bathroom flooring: In the course of accessing the dirt crawl space under the toilet to replace pipes, the toilet was removed, and the flooring was cut to access the work area. There was no other way to access this area to plumb the new pipes. Photo documentation is supplied so you can see all the plumbing work involved. Eco installed a new toilet ****** that the toilet bolts on to, and new drainpipes to the sewer line and a new sewer cleanout in the bathroom. There was an acorn lodged in the line that toilet paper and refuse would catch on, causing clogs close to the toilet. ************************** was fully aware that after the plumbing work was completed, we would s**** the subfloor back in place under the toilet and in front of the toilet for his safety. We had recommended that a flooring contractor be hired for the flooring work. To reiterate, it was ************************** that agreed to have our team replace the subfloor (wood) with screws after the pipe replacement so that we could reset the toilet and minimize sewer smells while preparing to do the sewer line dig. He agreed to having us replace the flooring because he intended on making a claim to his homeowners insurance. Its my understanding that you and Mr. ************ brother were most upset about the condition of the bathroom flooring after the plumbing work. We are plumbers and never represented ourselves as a flooring company. To reiterate, we cut the section under and in front of the toilet, and it had to be large enough to do the plumbing work. The next step for ************************** in bringing the flooring back to best condition is to hire professional flooring experts so the subfloor is solid, and Mr. *********** can choose a new decorative flooring layer. The flooring company will remove the toilet to do their work. There was no other way to access the plumbing under the bathroom without cutting through the vinyl layer/subfloor wood. Now that there is a cleanout installed, future drain clearings or camera inspections can be accessed easily. Note: a recording of the conversation between ************************** and one of our technicians, after the flooring was reinstalled confirms that he knew we are not flooring experts and would reinstall the floor as best as we could. Our concern was on making it safe, with no trip hazards for ************************** while he waited for a new floor installation. This recording is being supplied to the BBB, since it cannot be uploaded to the BBB platfom.
  
  After that part of the project was completed, our sewer excavation team was going to repair the compromised sewer line that the camera inspection confirmed and continued to cause clogs. We had not performed the excavation portion of the project yet when you and Mr. ************ brother, who were not involved in the planning of the project, and unaware of any details, became upset over the flooring, and ultimately cancelled the sewer line repair. From extreme misconceptions about the project, especially the flooring. ************************** understandably became distraught from the extreme pressure exerted by family members. The trust we built with him was undermined when all we wanted to do was help him get his toilet and sanitary sewer system working properly again. There was no ill intent on our part to take advantage of Mr. ***********. Its costly to do this type of work in this inflationary period that we are all living through. Also, our pricing will be different than another companys pricing because each company has different expenses (vehicles, fuel, skilled labor, training, call center, dispatchers, managers, marketing, guarantees, warranties, etc.) that a company is trying to cover in the price, plus make a small profit. This is why we provide the pricing upfront so that the customer knows the cost and can look it over. We hold to our price unless we state that unforeseen things found in the course of the project could increase the price. We also allow customers to price shop if they have the time to collect other estimates and want to compare guarantees and warranties.    
  
  To try to work through this with ************************** and family, to hear concerns and explain the project status, Eco sent our Plumbing and Sewer managers to the service address. ******, you were present at this meeting, ************************** was present, and Mr. ************ brother was also present. From the moment our managers entered the house, the brother verbally abused our managers and took an aggressive posture, did not allow normal discussion, and did not allow us to speak directly with our client, making it impossible to explain or provide clear understanding about the service, possible next steps, or any meaningful, constructive progress. Our client was not allowed to speak and make his own decision regarding his own home. Our managers were at no time able to propose a resolution and there was clearly a misconception about the work we were doing to get the homes sanitary system operational.
  
  Since no discussion could be had between Eco and our client at this meeting, our managers left the house as Mr. ************ brother yelled out that the job was cancelled. You spoke with our managers outside briefly to request the service agreements (contracts). I dont know if you received them, as Mr. ************ brother followed outside as well. Throughout this encounter, the brother was very angry, threatening in his language, aggressive body stance, and once outside his demeanor grew worse. By our managers written incident report of this encounter, that you witnessed, our managers believed it could turn into a violent situation since the brother contined to verbally threaten them as they went to the vehicle.
  
  It's our understanding that Mr. ***********s financing was cancelled by family. After the unpleasant encounter in the home, your family has also intentionally slandered Eco on social media and spread your misconceptions about the project. We ask that you take those posts down, since what you describe is untrue. This is a very sad situation, as our client, ************************** is the one who has suffered, and did not receive the service we intended for him.   
  Ultimately, Eco Plumbers, Electricians, and HVAC Technician is committed to helping Mr. ***********.
  We would wish to complete the project, so that the homes sanitary sewer system is operational well into the future. This would be possible if we could clear this up with our client, **************************, and work with him solely on the completion of the project. I would also ask our management team to review the price of the sewer repair to see if they could find additional cost efficiencies, should he wish to move forward. 
  
  Whether ************************** wants to move forward with Eco fixing his collapsed sewer line or not, we are offering to forego collecting the cost of hydro-jetting 135 ft. of sewer line (invoiced at $3101.40) to help with the distressing situation caused for him. The invoice for the plumbing and cleanout installation in the crawl space under the toilet, invoice totaling $8174.70, which was the amount approved by **************************, will need to be paid regardless, and in order to move forward with any future service since his plumbing is warrantied and guaranteed by Eco.
  
  Please let me know what ************************** decides regarding this matter.
  
  Sincerely,
  
  ************
  Marketing Manager
  Eco Plumbers, Electricians, and HVAC Technicians
  
  Attachments: Invoices, photos
  Voice recording will be provided to the BBB, as the file is not able to be uploaded.
  
  Eco Plumbers, Electricians, and HVAC Technicians is an A+ rated, accredited business since 2007. We pride ourselves on building relationships with our clients and providing expert service by highly trained plumbers, electricians and HVAC technicians, providing multiple guarantees, upfront pricing, valuable offers, and an unmatched membership.

  Customer response

  07/01/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21867368
  
  I am rejecting this response because: Hello. I appreciate the very detailed response from the company Eco. 
  I would say that their response was 50% accurate. The accuracy lying with my father's behavior the day the technicians came back out. He was irrational and loud. He did not want anymore work performed. I will also add that one of Eco's technicians was also very aggressive in his demeanor, at one point stepping forward to me in an aggressive manner when I asked him to not laugh about the situation. I believe that both parties on their account acted extremely unprofessionally, both raising their voices and making my elderly uncle very intimidated.
  I did intervene quickly and ask my father (the brother) and the technicians to leave the premises and they quickly followed my directions. In which the rest of the encounter was with myself and the technicians. 
  There is absolutely no possible way that the work performed by *** is $8000 worth of work. The job has already been completed by another company who had to repeat the initial work done by *** and the floor has been replaced for a fraction of what *** wanted to charge him. I can also provide the findings of the other company once I have that documentation. 
  I am not saying that my uncle may not owe for SOME work, but NOT $8000. Absolutely not. 
  
  
  Regards,
  
  ***************************

  

  Business response

  07/09/2024

  Hello ***************************,
  
  Thank you for your feedback. Our managers incident report filed immediately following the meeting is very thorough. It would be more helpful to focus on helping us understand what tasks the other plumbing company performed, since you are stating that they redid our plumbing work. Please send any documents from the other company that shows what work they performed and the cost, either through the BBB platform, or forwarded via email with this BBB complaint #******** to email address: *******************
  
  
  To be clear, Eco never supplied an estimate for replacing the bathroom floor with new flooring product. We are not a flooring company. As was already shared, Mr. ************ instructions were to put the existing flooring substrate back in place (absolutely a must for his safety) after the plumbing work underneath was completed. The unpaid invoice totaling $8174.70 is for the plumbing work. You have stated that you are not happy with the price, although for a home service company of our size doing business in this inflationary period, the price is competitive. We provided the solution and cost upfront in the form of an estimate that ************************** approved/agreed to pay and had sought financing. It would be helpful to understand what you believe is a fair price for the plumbing work Eco performed. Please provide this input as soon as possible.
  
  Finally, we explained our logical project flow in the prior reply, as well as the next steps for the project work not yet completed when the job was cancelled. In anger, social media posts featuring a video focusing on flooring, were posted to harm Ecos reputation. These posts are inaccurate and will need to be removed as a condition of any final resolution we come to regarding the unpaid invoice ($8174.70) that we would like not to have to turn over to collections. We have already agreed to not collect on the hydro-jetting invoice ($3101.40) to show that we are willing to work with you regarding this situation. We would like to come to a satisfactory resolution regarding the unpaid invoice, but there must be some goodwill shown on your part and taking that video down from your familys social media posts would be an appropriate step toward a final resolution.
  
  We look forward to hearing your input for a fair price to resolve the outstanding invoice.
  Once we have that number and the other companys document(s), we will seek a quick resolution.
  
  Sincerely,
  
  ************
  Marketing Manager
  Eco Plumbers, Electricians, and HVAC Technicians

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