ComplaintsforChoice One Plumbing

• Initial Complaint

  09/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In May 2024, I had a drainage and clog problem in my home and sought a second opinion from Choice One Plumbing after receiving a costly estimate from the first plumber, Pipe Wrench. The first plumber had identified tree roots in the main sewer line and recommended extensive and expensive repairs, including re-piping the kitchen and bathroom. However, ****** **** from Choice One confirmed the tree roots issue but found that the bathroom and kitchen pipes were actually up to code and did not need replacement. He said with a laugh, "I can't believe they told you that" and offered a more affordable solution for $3800, which included removing the tree roots, changing the washer drain pipe, and repairing the main drain pipe. I financed the repair, and Choice One was paid before starting the job. ****** started work on May 7, 2024. He dug a hole, removed the roots and then left to go to Lowes. He came back, finished working then said call if I had any problems and left. He didn't replace the washer drain pipe, that has a significant bow in it, like we agreed and I saw later that he didn't include that on the written invoice and also wrote "declined" at the bottom of the invoice. So...I signed the invoice and before he tore off the copy and handed it to me, he wrote "declined" on it? I did not have a working washing machine. I bought a new washer, used it the first time and dirty water backed up into the bathtub and toilet. The same issue as before. I called Choice One, they sent out ******* and ******** who did re-inspections on 7/23/24 and 8/1/24. Both said I needed up to $4200 additional work. They also said ****** **** no longer worked there and had been fired. I am asking Choice One, who stopped answering my phone calls to change the washer drain pipe that has a bow in it and bring it up to code which ****** was supposed to do. Also, the hole that he refilled is sinking in. I would consider the matter resolved after that. Thank you for your help.

  

  Business response

  09/11/2024

  We have spoken with Mrs. ****** and advised her we would repair the laundry line at no additional cost. We sent a technician on site 9/11/2024 to make repairs. After running an extensive series of test, the tech was unable to find any sort of failure at this time. He did readjust the 2 inch drain line for the wash machine because the strapping was not correct and pulled out a little bit of a belly not much. He ran water in multiple fixtures to attempt to recreate the backup but was unable to. The tech let the customer know that no additional repairs were needed at this time and everything is in working order. 

  Customer response

  09/12/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22226480, and find that this resolution is satisfactory to me provided there are no similar, future plumbing backup issues. Choice One did not change the laundry line drain, which was explicitly communicated to me by the owner ****** during our recorded phone call.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  08/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Beware! I paid $4,745 to remove old and install a tub insert we already purchased. The old insert was removed, walls and floor leveled requesting change orders along the way. I thought they were finally about to pop everything into place. They called to collect my payment after telling me they were finishing soon. After taking my money, the crew left and didn’t return! The owner said he thought they finished when I called the next day to ask where they are. They didn’t reschedule to finish the job. In addition, they scratched our very durable LVP. I received several excuses but none of which explains the lack of professionalism and an unfinished job that’s already been paid for. I wish I read these other similar complaints much sooner.

  

  Business response

  09/18/2024

  Company states they would be willing to refund $1,875 of the $3,275 since the customer set his tub. The plumber was out sick on a Friday and the customer decided to set the tub on a weekend. 

  Customer response

  09/18/2024

  
  Complaint: 22145176
  
  I am rejecting this response because: Choiceone damaged our property, did not contact us when the crew didn’t show, “thought the job was complete” when I called to ask where the crew was, did not reschedule to have the install completed.
  

  We handled the remaining work after we had given up on Choice One as a reputable company. I did not call to tell them the work was completed until a few days after just to see if they ever planned to get us on the schedule. Clearly they did not. Only when I called for refund did the ****** offer again to get us back on the schedule. This is when I informed him the work had been completed. 
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  02/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Upon discovering an apparent leak inside the shower wall, I contacted Choice One Plumbing on the morning of 2/12/2024. A same day service appointment was scheduled for between 1-3pm for a fee of $79. While I would be at work at that time, I arranged with my wife to call me with the plumber if his repair costs were to be over a certain amount and so that I would know what had to be done for approval. The Plumber arrived just prior to 3pm, performed his inspection inside the wall with a camera scope device and visually from the crawlspace underneath. When I was called at approx 3:20pm, The plumber advised me that he would have to replace the shower valve to stop the leak, which would cost $450 which I approved and work began. As I discovered latter, apparently upon cutting into the wall the plumber the found that the leak could be stopped with Teflon Tape and the standard purple sealant that plumbers use, a much simpler and cheaper repair than it originally appeared. This would seem to be great news, but no. This is where the dispute begins. The Plumber made the simple patchwork repairs to stop the leak, told my wife the job was done, charged us the full amounts of $450 to replace the shower valve + $79 Service call fee + $15 Credit Cad Payment Fee (previously not disclosed) + $0.87 Not Disclosed until I found it on the credit card account app = $544.87, all while he had not replaced the shower valve. He then departed at approx 3:45pm. I arrived home about mid-night feeling assured that the job was done, until I looked for myself at about 6:30 am. I contacted Choice One Plumbing on 2/13/2024 at about 7:15am and spoke with ****** to report the situation to have it resolved. He assured me that he would look into it, would call me back later in the day and issue a refund if I had be overcharged. I heard nothing from him and he has dodged all further contact attempts, clearly making no effort to resolve the situation and/or false charges for work not performed.

  

  Business response

  02/16/2024

  As the customer states we were on site 2/13/24 for a service call for a leak in the wall that connected the bathroom and bedroom. The customer stated he was starting to see the bedroom wall get affected by the leak and called us to repair it. During the call, we let the customer know that we have a $79.00 service fee plus the cost of work. He agreed and the call was scheduled. Upon arrival, our technician inspected to determine the cause of the leak. As the customer stated, he used a camera to scope the area and pinpoint the leak. Our tech then provided the wife with a written quote of the work to be performed and the cost. Our tech heard the wife call someone to discuss the ticket she was provided. The ticket shows the total cost of the job $450.00 +$79.00 service fee and circled the payment method of credit card, which states there is a 3% fee that applies, directly on the invoice. The total job plus credit card fee came to a total of $544.87, as written on the invoice. The wife signed the invoice that showed this information, and our tech began work. This job was not quoted as a replacement of the valve, it was quoted as a repair to stop the leak, which was taken care of. We have not received any complaints that the leak was not repaired or that there was still a leak present. I have enclosed a copy of the signed invoice that shows the job details, cost, and signature. 

  Customer response

  02/24/2024

  RE: Complaint ***************   

  On 2/24/2024 I received my first response letter from BBB dated 2/16/2024 informing me how to access my complaint against Choice One Plumbing.  Upon accessing the website I find that my complaint has already been closed without my knowledge or my having an opportunity to respond to Choice One Plumbing response to the complaint.  While there has been communication between Choice One and myself, with a possible resolution to the complaint having been promised by Choice One on 2/19/2024, the terms of that resolution have not yet been fulfilled by Choice One and my complaint still stands.  Please correct the complaint status to active or advise what my next course on this complaint should be.  Thank you.

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

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

• Initial Complaint

  05/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Our hot water heater quit and my husband called Choice One plumbing , after reading the reviews. They replaced our 70 gal water heater with a 30 gal. We were unable to get enough hot water for a bath and use the washing machine once. I called and was told to call the installer, I did and did not get a return call. I call again and was told one thing and then finally with not enough hot water I called again. This has been going on since Nov. 2022. An installer put in another hot water heater, 80 gal, since , I was told they do not make 70 gal water heater anymore. He removed the 30 gal. We were charged for the 80 gal, the 30 gal installation of both and removal of the 30 gal. We ended up paying full price for both hot water heaters, and installation, Since , it was their fault for installing the wrong size tank, I thought I would be given credit for the first hot water tank we had already paid for. In the process of installing the 80 gal. tank, the installer used the bathroom faucet to check the temp. of the water. He turned it too hard and the wrong way and broke it. Water spewed out, he turned the water off and left it. I contacted them again, I was told to text a picture which I did. I did not hear from them and called several times. I still cannot use that vanity and I am waiting for an estimate from another plumbing company I have contacted. I was told I may have to replace both the sink , which matches the faucet, the faucet , and the vanity if they cannot get the correct size. At this point I am already out over $5000. My husband is a trusting Vietnam Vet who expects honesty and fair play. These people do not need to be in business, much less get the good recommendations that they have on BBB

  

  Business response

  06/05/2023

  Choice One Plumbing has spoke with the customer to resolve the issue. The water heater has already been exchanged and new one installed. We have offered to replace the faucet at her convenience. 

  

  Business response

  06/23/2023

  The customer has been mailed another check  in the amount of $850.00. In total, she has now received a full refund for the amount of the first water heater installed. Attached invoice. 

  Customer response

  07/03/2023

  The complaint has been resolved, not completely but this has been going on for almost a year and I do not want to devote anymore time to it.  Choice 1 mailed a check and I deposited it.  It was not for the total amt. but I have spent way to much time on it and will never use them again .  ***** ******

• Initial Complaint

  05/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We began working with this company in September 2021. My husband and I had just moved into our house and quickly found out that we had a septic issue. The Health Department of Sevier County had come out, let us know the likely issue, and gave us companies that can do the job. We opted for Choice One because they offered financing and initially we were told it would be about $6,000. They came out almost right away. They were very slow to provide us with any receipts of transactions. When they started digging they realized that the septic system was old, sitting too low in the ground, and needed to be completely replaced. A $6,000 project turned into a $12,000 project. The owner (Robert) said he needed $9,000 before starting on the next parts of the project. So we got it to him in a timely manner (we really just wanted this whole thing to be done and over with). I contacted Robert NUMEROUS times requesting a receipt for the transactions after had paid and an itemized list showing us what we have paid for so far. For weeks he's just say "I'll get it to you later". My husband was calling to check in periodically but they began ignoring his calls. When he'd call from different # they'd pick right up so they were ignoring his calls on purpose. We finally got the requested receipts when a recptionist picked up one time (after about 2 months + of asking). We were told this project could be finished in 3 days when they began. It is now May 17, 2022. Everytime we call to see when they are coming out again to finish up the job we get a "You're at the top of the list next week" and they do not show up. It's so exhausting. They have $9,000 from us. Our side yard has been a complete (and smelly) eyesore for about 7 months now. They came out 2 weeks ago and said they were about to finish it up so it could be inspected and a worker cut himself while working so they had to leave. No one has been back since. We were told they'd be here last week, and then this week... still nothing.

  

  Business response

  06/24/2022

  Business Response /* (1000, 14, 2022/06/07) */ Hello this is . i have read the complaint. we did start this septic a few months ago. we ran into issues with parts availability as well as weather issues. We was there about three weeks ago and installed the tank, pump system, and most of the fill lines. we will have this system completed within a couple of weeks. thank you

• Initial Complaint

  04/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My estimate included septic line repair, riser installation and a pipe repair in crawl space. They completed one of the 3, which was the septic installation chambers. They told me to sign the paperwork that this part was completed. I PAID IN FULL for the riser installation and never received it. I also paid for a leaky pipe to be repaired and it too was not done. However I PAID for all these things and never received a refund for the difference or a response from the the company about the riser.

  

  Business response

  06/23/2022

  Business Response /* (1000, 14, 2022/06/07) */ Hello this is I spoke to last week after ordering her riser lid. the plumber that worked for me at the time has left the company and failed to mention that he had promised this lid. As soon as it comes in I will install it Consumer Response /* (3000, 16, 2022/06/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) Although I have been promised a riser installation, no date has been given for the item to be installed. I will continue to call the owner for updates. Until the items are delivered and set I cannot accept this as being resolved.

• Initial Complaint

  02/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 19 August 2021, I signed a job description/estimate/invoice with Choice One Plumbing to repair my septic field at , a 4 bedroom home per MLS and Zillow. The signed job description with Choice One Plumbing reflects the 4 BR septic field length requirement of 400' per Knox County Health Department. Initial deposit of $11,900 was paid to stage equipment and supplies and receipt issued on 8/20/21. Supplies initially delivered to the property appeared to include 400' of drain field "chamber" sufficient to service the 4 bedrooms (100 units of 4' chamber). Project was initiated. An additional (interim) payment of $10,000 was paid and receipt issued on 10/08/21. When Choice One advised the project was complete, a final payment of $2,200 was paid and receipt issued on 11/12/2021. According to records, on or about 10/05/2021, Knox County Health Department (KCHD) inspection of the open septic field project located only 304' of installed field lines and my request for a permit/file search on 11/19/2021 resulted in advising me that KCHD completion/approval was only for a 3 BR system. I immediately advised Choice One Plumbing of the shortage in field line and received a text assurance that "We will take care of it" (photo). Subsequent communication with KCHD (12/15/21 email) advised an additional 100' would be required for a 4 BR system (attached). On-site inspection by Choice One Plumbing in mid-December 2021 identified location for the additional field line extension. Since that mid-December contact, no visible effort, equipment staging, or materials delivery by Choice One Plumbing has been made to the property to address the project completion with KCHD permitting for a 4BR system as of 2/7/22 However, phone contact with Choice One Plumbing was accomplished on 1/18/22 advising me that materials "are in". Voicemail request for an update has not been acknowledged or returned as of 2/7/22.

  

  Business response

  02/08/2022

  Business Response /* (1000, 5, 2022/02/08) */ We have the parts to install the remaining footage. The problem is out Machine we need to complete the install has been down for several weeks. I have been told the machine will be finished 1 day this week or the beginning of next week. I will reach out to to let him know what happened. Consumer Response /* (2000, 7, 2022/02/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) Choice One did indeed contact me advising their plan to move equipment on site next week. While the initial response is indicative of intent towards a resolution, significant work remains to accomplish final KCHD permitting for a 4BR system. At present, the issue remains unresolved until final permitting, but it appears we are headed in the right direction. Consumer Response /* (3000, 12, 2022/02/22) */ Request to reopen complaint: No objective interim progress has been observed to complete project. As of 22 Feb 22, neither materials nor equipment have been staged on-site. No phone follow-up received from Choice One Plumbing since 8 Feb 22. Request complaint to remain open until final KCHD permit for a 4BR (400') field is received. Business Response /* (4000, 22, 2022/06/07) */ Hello this is. i have read the complaint. we installed system some time ago. I learned much later that my plumber misunderstood the amount of feet that needed to be installed. I have ordered and received the additional parts. I spoke to and arranged to go out and install them when we have good weather Consumer Response /* (3000, 29, 2022/06/27) */ Please reopen the case. Mr. has had an extended period of good, dry weather during June 2022, sufficient to resume the project. This has not happened as of 6/27/22. Supplies delivered to the site are insufficient to complete the project per the feedback of Knox County Health Department. Consequently, there has been no substantial progress in finishing the project and receiving certification by Knox County Health Department for a 4 BR septic system.

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