Complaints

This profile includes complaints for The Waterworks's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  The Waterworks

  550 Schrock Rd Columbus, OH 43229-1062

  
• 

  The Waterworks

  1999 Longwood Ave Grove City, OH 43123-1217

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/31/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 11, 2025, a technician briefly inspected my unit, said the issue was a dirty filter (which I had replaced two weeks earlier), and charged me. Within 30 minutes, the system failed again. I called, and they told me to wait 24 hours, leaving my family in the cold. On February 27, a different technician correctly diagnosed a clogged intake pipe, allegedly caused by chicken feathers from my four caged backyard chickens. He reset the unit, and it worked. I asked to see the feathers; he refused. I paid $100 for the visit. On March 24, the issue returned. I requested the same technician. He claimed it was a new issue, again caused by feathers, refused to show proof, and said I would be charged again. I contacted the office requesting a supervisor to visit. Instead, a representative relayed the same feather explanation. Despite my efforts, no one has provided evidence or respected my concerns. I feel ignored and taken advantage of. I believe the issue may not be related to my chickens and deserves proper inspection and accountability. I respectfully request: 1. A transparent re-inspection 2. Proof of obstructions 3. Waiver of charges for misdiagnosed services 4. A formal apology I seek respectful resolution and honest service. Thank you.

  

  Business Response

  Date: 04/08/2025

  Per our records, we have made roughly 5 trips to this location to rectify a situation, which we addressed directly with the homeowner. Per our HVAC Supervisor, ***** *. who made the last trip: the issue is based on chickens/roosters, some of which are kept inside the same room as the furnace and some which reside outside near the intake. As a result, the feathers are sucked in and block the combustion. Mr. ***** ********* has been shown how this is affecting his HVAC system and he has been instructed to replace/clean filter every two weeks or more.
  
  Upon every single one of our visits, the filter is plugged from the chicken feathers/nesting and home condition. We have taken multiple videos and photos which show feathers surrounding the system as well as the condition and location of the furnace. Attached are the photos of what ***** uncovered Friday (4.4.25) and what the guys pulled out of his intake pipe Monday(4.7.25)--mostly weeds/dried brush from birds nesting, some chicken feathers. Their backyard almost encourages birds to make nests; water source, feed for chickens, feathers and bedding to make nests, and the intake pipe close by which birds already like to nest in. They have three chickens and two roosters. We are uncertain of city protocol for animals of this nature inside city limits, but did attach the law for owning chickens in Columbus. He’s allowed a maximum of four with his property size(0.29 acres). The videos attached are from the install day of the chickens in the basement. Past invoices from techs state they were still in the basement last June.
  
  Upon our most recent visit, the chickens were outside and the basement was cleaned and swept. Dirty filters and condition of furnace prove they do not maintain the equipment as they should.
  
  The customer has agreed to pay $100 to cover Kevin’s visit and the parts.

  Customer Answer

  Date: 04/08/2025

  I am writing in response to the statement issued by The Water Works Plumbing regarding my formal complaint. I want to begin by expressing how deeply disheartened and disappointed I am by the continued refusal of this company to take full responsibility for the ongoing issues with my heating system and the repeated deflection of blame onto my family and our property. Let me be very clear: we have five chickens, all of which have always been housed outside in a dedicated coop in accordance with city regulations. The implication that chickens are being kept inside my home, particularly in the same room as the furnace, is not only false — it is offensive and deeply upsetting. At no point have any chickens been kept in our basement or inside the house. I do not appreciate these untrue and damaging accusations. Furthermore, I find it troubling that a service provider I welcomed into my home would resort to inflammatory and misleading descriptions of my backyard — suggesting it “encourages birds to nest.” We are just now emerging from winter, when most people’s yards are understandably in need of spring cleanup. This is normal, and it does not make my yard a hazard, nor does it excuse a technician from failing to properly resolve an issue that persisted despite six separate visits. Throughout this process, I have acted in good faith, trusting that Water Works would demonstrate professionalism and customer care. Instead, I have been met with shifting explanations, accusations, and, now, an effort to paint my home environment as the source of all faults — rather than acknowledging that the problem was never fully fixed to begin with. I never once refused access or withheld cooperation. I never disputed paying for services when I believed work had been done responsibly. But when a technician returns for the sixth time, tells me once again it’s feathers — without showing proof — and then still expects payment, it feels not only like neglect, but exploitation. What hurts the most is the implication that my concerns and voice as a customer don’t matter. That because I don’t work in HVAC, I am not allowed to question what I am being told. I am not just frustrated — I am heartbroken by how this has been handled.

  For the record:
  We own five chickens, and we are allowed/permited to do so within city limits.
  No chickens have ever lived inside the house — that claim is false.
  We have spent weeks without reliable heat, using space heaters, because our trust was betrayed and the issue never properly resolved.
  The material pulled from the intake pipe has never been definitively identified to me — I have repeatedly asked to see it and was denied.
  We are not asking for anything but fairness, respect, and accountability.
  This experience has left me feeling dismissed, blamed, and disrespected. I urge the Better Business Bureau to consider this pattern of behavior and my genuine desire to resolve the issue with integrity and dignity. I would still welcome a fair follow-up by a neutral third party or inspector — someone who can objectively determine the facts without bias or assumptions.
  

  All I ever wanted was for this matter to be handled honestly, professionally, and with the kind of customer service every homeowner deserves.
  

  Sincerely,
  ***** ** *********
  

• Initial Complaint

  Date:02/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/18/2025, a service technician was at my home to repair a leak. I explained that I started my weekly laundry on Sunday and shortly after water was leaking throughout my brand-new built home. Water was leaking on all three levels of the home including the garage and basement and after I turned off the washer, the leaking stopped. The technician began with snaking the line behind my washer but found nothing and advised he would snake the toilet that is on the opposite wall from the washer, but it would cost more. I agreed to whatever it took to resolve the issue, after some hours snaking, the technician still advised he did not find a clog but must have pushed it out into the sewer outside. At that time, he did not turn the water back on to the washer to ensure the issue was resolved but charged me for the service as complete. The next Sunday I was surprised to find that the water was still off to the washer, shortly after I started laundry the same thing happened with water leaking out all throughout the house. I called waterworks who sent a 2nd technician out who cut into the wall behind my washer and found a large hole. This was the issue, and he resolved it under my warranty. I requested a refund and was denied, Andy ****** advised there were 2 separate issues to which I tried to explain was not true, he did not allow me to speak and hung up on me. I have attached a photo of the broken pipe.

  

  Business Response

  Date: 03/11/2025

  Upon investigation, we noted that the amount charged to **** in error was refunded on 2.28.25.
  The time it takes for the refund to hit ****** account depends on her bank. ******* ***** was invoiced for the $569. The second visit was entered as a recall and neither **** nor ******* were invoiced. To the issue of the conversation between the supervisor and customer, that has been addressed internally. That is not our mode of operation. We appreciate **** bringing that to our attention.

• Initial Complaint

  Date:01/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Waterworks came out to find a clog in our external drainage system. They charged $1,145 to camera and power jet all of my lines. However, they couldn't get to all of them, including the clogged area and collaspsed the drain during the inital jetting. They returned the next week to dig out and install a new line. They replaced 12' of pipe that receives water from our sump pump and I was told that would fix the problem. Additional cost = $4,100 ($330/ft) The result was that the sump pump still didn't drain and was now pushing water into our rain barrel. They obviously didn't camera the line or they would have seen it was still clogged.After no response to my phone call, I dug down to see if the pipe elevation was installed properlly. The elevation was incorrect, but more importantly I found a hole in the new connector pipe installed by Waterworks approximately 3' below grade. A Lowes plastic bag was stuck in the hole and partially wrapped around the joint(see photos). After damaging the pipe, Waterworks had the choice of repairing the pipe or letting me know the entire line needed replaced. Instead, Waterworks chose to hide it and bury the damaged joint. The ending result is that after their repair: There was no improvement in the sump performance and it continued to overflow due to a clogged pipe. The replaced discharge from the rain barrel was installed too high and the sump pump was now discharging water into the barrel. The rain barrel also now never empties due to the elevated discharge pipe. Waterworks also removed my newly installed(mid 2024) 3/4 HP sump and replaced it with a lesser 1/3 HP unit which was not wanted and not a part of the order. Possible/likely fraud was committed with the damaged pipe with two written communications to Waterworks and no response. I am requesting a refund of the $1,145 and credit for the unpaid $4,100 which they've sent to collections. Another company has since replaced all of the required drains.

  

  Business Response

  Date: 01/10/2025

  We have investigated this complaint and reviewed the detailed notes and other information provided by the dept. manager and the technicians. We are happy to provide this detail to the BBB. In doing so, we discovered that our drain Manager called and spoke directly to the customer numerous times over a few weeks, including day of work and subsequent follow-ups. Upon completion of the initial job by one of our seasoned technicians, the customer refused to pay the bill due to pricing. The Waterworks always provides an estimate for work prior to starting the work. The customer reviewed the estimate, signed it and agreed to the work proposed. We always encourage customers to get a minimum of three estimates for comparison. The customer had two prior estimates from landscaping companies and not plumbing companies. The Waterworks does not match pricing.
  
  With a dig job, it is challenging at best to know what the true issue is until it is fully exposed. Thus, sometimes, the job may take a different direction. We offered numerous times to send out techs at no chargeto address the concerns and correct any items the customer felt was erroneous. ********************** provides guarantees and stands behind our work. We left it with the customer to call us back to schedule follow-up but we did not hear from Mr. ******* The photos attached to this complaint were never sent to us and new to our team. We are unaware if the damage was caused by another company who came out after us or by us. If our fault, we would fix it. We will not be issuing a refund and am requesting full payment for work completed.
  

  Customer Answer

  Date: 01/12/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22765914
  
  I am rejecting this response because:   This issue is not about the pricing. They didn't fix the probelm and in fact made it worse.  And removed my brand new 3/4 HP sump pump.            I sent them a letter detailing the issues on August 23, 2024 with no respnse from them.  I then sent an email to ***** ***** (she had emailed me regarding payment) on Sept 9, 2024, attached the original letter and the pictures of the hidden damage. So, they have seen the pictures. Within that time frame, I received one phone call from them leaving a cell number with no voice mail.  After two unansered calls, I stopped trying.  This isnt about repairing damage.  It is about them not fixing the problem, not completing the scope of work, and deliberatley hiding damage that would have been expensive to find and fix. I would never trust them to do additional work.

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

  

  Business Response

  Date: 01/23/2025

  1.23.2025 KG received a call from ******** She said she would forward the message.

  

  Business Response

  Date: 01/23/2025

  The initial complaint/request was about the cost with request for a full refund plus credit back. Our company made several trips to the property @ no charge and our drain manager made numerous calls to the customer. Our latest response is rejected as well. We believe at this point we are at an impasse and will move forward with direction from the BBB.
  

  

  Business Response

  Date: 01/23/2025

  The initial complaint/request was about the cost with request for a full refund plus credit back. Our company made several trips to the property at no charge and our drain manager made numerous calls to the customer. Our latest response is rejected as well. We believe at this point we are at an impasse and will move forward with direction from the BBB.

  

  Business Response

  Date: 01/24/2025

  1.25.2025 KG received phone call from ******* stating that **** is requesting BBB arbitration.

  

  Business Response

  Date: 01/28/2025

  
  
  

  ---------- Forwarded message ---------
  From: **** ****** <**************************************************************>
  Date: Tue, Jan 28, 2025 at 12:16 PM
  Subject: RE: BBB complaint ******** and Arbitration
  To: ***** ***** <***********************************************************************************>
  

  
  
  

  *****~

   

  Thank you as always. Please keep me looped in.

   

  Best~

   

  jmn

   

   

  		**** ****** Director of ******************* & Brand ************|************************************************************************************************************************************************************************************* Watermark Home Services, LLC ************************,Suite 400 *******************

  Customer Answer

  Date: 02/04/2025

  ---------- Forwarded message ---------
  From: **** ****** <******************************>
  Date: Mon, Feb 3, 2025 at 7:18 PM
  Subject: Re: BBB complaint ******** and Arbitration
  To: ***** ***** <***********************************************************************************>
  Cc: <***************************************************************>, **** ****** <**************************************************************>, <******************************************************************>
  
  
  Yes, I agree to participate in the arbitration process.
  
  Waterworks filed a complaint with the Franklin County Municipal Court on 1/23/2025.  Please clarify how this court claim gets dismissed as we move forward with the arbitration.

  

  Business Response

  Date: 02/04/2025

  ---------- Forwarded message ---------
  From: **** ****** <**************************************************************>
  Date: Tue, Feb 4, 2025 at 12:52 PM
  Subject: UPDATE: : Case No. 2025 CVF ****** DISMISSED
  To: ***** ***** <***********************************************************************************>
  
  
  *****~
  
   
  
  Good afternoon. Confirming the lawsuit filed in the Franklin County Court has been dismissed with no legal action pending per our attorneys.
  
   
  
  We will proceed with the BBB arbitration.
  
   
  
  I asked ******* ******* to follow up with you to schedule some dates.
  
   
  
  Thank you for your help, direction and information as always. Appreciate you!!
  
   
  
  ****
  
   
  
   
  
  
   
  Watermark Home Services Logo **** ******
  Director of ******************* & Brand
  ************ | **********************************************************************************
  Watermark Home Services, LLC
  *********************************************************************************************************
   

  Customer Answer

  Date: 02/07/2025

  
  On Fri, Feb 7, 2025 at 10:19 AM **** ****** <******************************> wrote:
  Good morning 
  
  Please see the attached receipt for the 3/4HP sump pump installed by C&******************** less than one year prior to this issue . Waterworks removed this working pump without permission.  
  The $1,438 cost for this should be included in the refund within the dispute
  
  Thank You
  
  Mike 

  

  Business Response

  Date: 02/07/2025

  
  On Fri, Feb 7, 2025 at 1:53 PM **** ****** <**************************************************************> wrote:
  *****~
  
   
  
  Good afternoon. In review of **** McCraws latest submission, we oppose the inclusion of this invoice.
  
  We know nothing about it, the cost was never included with the original complaint nor do we have any detail/notes regarding it.
  
   
  
  If Mr. ****** wants to file a separate complaint, he most certainly can.
  
   
  
  We would like it removed from the arbitration.
  
   
  
  Please advise.
  
   
  
  Thank you for your assistance and direction.
  
   
  
  ****
  
   
  
  
   
  Watermark Home Services Logo **** ******
  Director of ******************* & Brand
  ************ | **********************************************************************************
  Watermark Home Services, LLC
  **************************************************************************************

  

  Business Response

  Date: 02/25/2025

  
  
  ---------- Forwarded message ---------
  From: **** ****** <**********************************************************************************>
  Date: Tue, Feb 25, 2025 at 9:51 AM
  Subject: Sump Pump - **** ******
  To: ***** ***** <***********************************************************************************>
  
  
  ******~
  
   
  
  Good morning. Here is the latest information based on documentation from our Drain Supervisor.
  
   
  
  Nothing was mentioned nor documented regarding a refund during initial conversations. Months after the work had been done, **** ******, Drain Supervisor, noted that he mentioned the sump pump but would not allow us back on site.
   
  
  Per Andys notes: While talking to *** (our veteran tech), **** said the pump was not working and *** replaced for free. This was not part of his bid if you read it.   If you look at the pictures *** took,  it shows the pump covered in leaves and debris.  But again, he would not let us come to look at the issues so who knows if there is even an issue. 
   
  
  New fact: this sump pump was removed out of his garage, not his basement and it did not have a battery backup on it, which is what his bill from the other company said.  My guess is there is another pump in his basement, because the one we removed does not match his receipt. 
   
  
  Hopefully, this helps.
  
   
  
  ****
  
   

  Customer Answer

  Date: 02/27/2025

  Consumer

  

  Business Response

  Date: 03/12/2025

  
  ---------- Forwarded message ---------
  From: **** ****** <**************************************************************>
  Date: Wed, Mar 12, 2025 at 2:06 PM
  Subject: RE: BBB Arbitration complaint ID. ********
  To: ***** ***** <***********************************************************************************>
  
  
  *****~
  
   
  
  Good afternoon. Thank you for the follow-up. Appreciate it immensely.
  
   
  
  ****

• Initial Complaint

  Date:10/02/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had this company come out to replace my furnace in Feb 2024. During the replacement of my furnace, they broke my Central Air. I did not have air through many hot days this summer. Techs that they sent out even said that they had wired it incorrectly, burnt out boards, etc. They have been out to repair the system at least 10 to 12 times and it is still not working. I have been dealing with this from February until October 2024. They have been billing and refusing to come if I didn't pay them to repair the unit. One tech finally admitted that they don't know what the original techs did and really does not know how to fix it. They then sent me an estimate or repair again of around $7000 to fix it yet again. When I disputed it, they said they would look into it and call me back. That was several days ago. I then called another heating and cooling company to come out a really fix it. They broke my unit and then has been charging me to fix their mistakes. It's a scam and I told them that. These guys do not know what they are doing, period and are ripping people off.

  

  Business Response

  Date: 11/15/2024

  HVAC Mgr. ***** *. called the customer on October 8th. The customer was responsive and satisfied with the outcome.
  Updated paperwork was sent directly to the customer and he signed off and returned the document on the same day, October 8th. This case is closed.

  Customer Answer

  Date: 12/06/2024

  12.5.2024 BBB received vm from consumer stating business has refunded money.

• Initial Complaint

  Date:10/01/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  09/26/2023 the plumbing technician arrived at 11:55am. My appointment was between 12-4pm. I was not prepared so I had to removed all the items from under my kitchen sink. I was experiencing low pressure from my kitchen faucet. The Tech went to my basement to cut off the water supply and returned and said the water valve was not fully open that may be the problem but it wasn’t. He checked the water valves under the sink they were properly working. Next he checked the faucet nozzle there was no blockage. He checked the hose inside the faucet and determined there was debris there. He told me I needed a new faucet and there would be a charge if he provided the faucet and it would be cheaper if I went to **** ***** and bought the faucet myself. I agreed to buy the faucet and then have it installed. He went back to the basement and turned the water back on. It is now approximately 12:20pm, the Technician spent most of that time going up and down the stairs 4 times. He left went to his truck and returned with an invoice for 220.00 dollars, my jaw dropped! So I am paying for a problem that I still have, no water pressure. When I made the appointment I was advised I would be informed of the price before so I could decide to proceed. It took him less than 10 minutes to determine I needed a new faucet. I was fuming because my problem was not resolved no water pressure before he came and no pressure when he left but I am out $220.00. I called to speak to a manager to dispute the charges and was told the manager would call me back in 72 hours. I have called after 72 hours to speak to Emily and was told she would call me back. I have not heard from Emily after 6 days. I believe that WaterWorks preys on the elderly based on some of reviews I’ve read. I live in a condominium community with a lot of seniors and we also give them a lot of business. The Tech did not leave a invoice detailing his work or give me a quote nor a receipt.

  

  Business Response

  Date: 10/05/2023

  Thank you for the opportunity to respond.

  Our Customer Care Specialist has been in contact with Ms. ****, and she is satisfied with the resolution and the invoice adjustment.

  Thank you.

  Customer Answer

  Date: 10/06/2023

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

• Initial Complaint

  Date:08/15/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called The Waterworks to see if they could send someone out to give me an estimate on how much it would cost to fix a leaking pipe. They sent a technician out who looked at the leak and said I can cut that pipe off and cap it. I said yes. He was here for ten minutes, if that. Once I was free from work I went to check on the repair and noticed water and air bubbles coming from a valve a few inches down from where the leak had been. I called the next day and they sent the same technician. He was here for two-three minutes tops as he quickly tightened a bolt. Later that day I noticed the leak had then moved a few more inches away to a rusted joint. I then received a bill for $350. The invoice has a scribble on the "authorization for service" section. My complaint starts here: I never read or signed anything. I certainly would not have agreed to pay $350 for 15 minutes of work that did not fix the problem and was done in a rush and I now have to have another company come out to repair. I called waterworks and the person on the phone sent me to "accounting". The person at accounting told me they do not deal with these issues and that it could take up to a week for whomever does deal with them to contact me. I never heard back. I called again the next week and was told that I needed to speak with accounting because they handle these issues. I was then added to an email with Emily from Chris. I never received any response from Emily or Chris when I reached out again by email, twice. So, I think this is a bad business practice. A scam. The run-around. I have no problem paying for work but I first need to be told what the price is. I certainly didn't read or sign anything even though the invoice has a scribbled signature. I offered to pay them at least half of the $350 but they never responded. I believe they are engaged in a deceptive business practice combined with an internal "run-around" process. They were deceptive and I feel are trying to steal money. Thank you.

  

  Business Response

  Date: 08/23/2023

  We appreciate the opportunity to respond to Mr. ******'s complaint. Our Customer Care Team member, Emily and Mr. ****** have communicated on the issue and reached a resolution on Thursday, August 17th.

  Mr. ****** was very happy with the resolution and the credit adjustment of $175 on a portion of the service. The technician's calculation for labor performed was incorrect and corrected by the departmental supervisor. 

  Thank you,

  Customer Answer

  Date: 09/05/2023

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

• Initial Complaint

  Date:06/27/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a water heater installed in november of last year.From the beginning I have nothing but issues with The Waterworks. When they installed the water heater the tech also replaced a water line that messed up the way my water goes throught the line and I am not able to get hot water at times. The water hearter kept failing inspection due to the in pro[er way it was being installed and pieces missing. One of the inspectors stated that I did not nned a plate to go underneath my tank just like I previously did not have one. The very last time the tech came out to fix the issue with the failed inspection, they tracked some kind of oil or substance on my steps of my hardwood floors and left shoe prints . I have contacted waterworks many times with al my complaints and they seem to be ignoring me. I taiked to Ryan that stated the techs were to have worn booties and the five times they were out there they did not. They also left the owneres manual taped on the side of the heater where you were unable to see, and I was not aware of until one day it fell in between my water tank and heater whcih could have caught on fire. I have tried to contact the waterworks and ahve sent them images of my complaint and have not heard back from them

  

  Business Response

  Date: 06/30/2023

  We appreciate the opportunity to respond to BBB and to Ms. ******. When we receive a complaint of this nature, our process is to investigate the claim and pull our notes pertaining to the conversation, as well any action steps that followed. Here are the facts as they stand:

  11/17/22: We replaced a 40-gallon gas water heater – added a drain and expansion tank. The invoice with signatures is attached.

  12/9/22:  We were called out for a possible recall of the original service. Ms. ****** claimed that the water to the washing machine was not getting hot. Our technician ran the washing machine and verified that the water was hot. Since this was not a recall, the customer would normally be charged for the service call. However, we waived our fee, and the customer was not charged. 

  12/29/22:  Ms. ****** called in, stating she still had issues with the water heater. After leaving multiple messages for Ms. ****** to reschedule service, we canceled the service call on 1/19/23.

  1/24/2023 and 2/28/23:  The water heater twice failed an inspection by the City of Columbus. “The water heater pan drain not ran.” Fitting need to be glued. 2. “Pan drain pipe and fitting not glued.”
  

  3/2/23: Our technician was onsite at Ms. ******’s residence and addressed the failed inspection items.
  

  4/4/23: We continued to receive calls from Ms. ******, and our Plumbing Manager called and left a voicemail for Ms. ****** to contact him. We have been waiting to receive further communication from Ms. ****** since 4/4/23.

  
  Ms. ****** is asking for a refund for the water heater installation. We completed the service and charged accordingly for the service and installation of the water heater. We confirmed that the hot water is working according to specs and the hot water delivery to the home. We addressed the issues for City compliance. At this time, we stand behind our service and our charge.

  
  

  Customer Answer

  Date: 07/06/2023

  I am rejecting this response because: The Waterworks did not respond to any of my complaints. They gave me a hard time from the beginning about my complaint with the waterline that was installed and has messed up my waterline. They also did not attempt to resolve the issue with leaving my home stained from the tech or almost catching my home on fire  although. I am asking for compensation for the stains they left on my floor and for the plate that I was told by the inspector that was not needed but told ny Waterworks that I had to have one and the carelessness that the techs which could have caught my house on fire. I did email and sent a tect to Ryan on 5/4/23 and text 5/17/23 to Ryan and have not heard back. I have sent emails to The Waterworks with no reply. 
  
  Regards,
  
  ***** ******

  

  Business Response

  Date: 10/20/2023

  12.14.2023 BBB received notice from the business stating that the consumer's complaint has been resolved.
  
   
  

• Initial Complaint

  Date:06/10/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Simple service request to install kitchen faucet and garbage disposal which we already purchased and came with all the parts. When appointment was made asked for pricing and was told they could not provide. Install took an hour at best and billing was enough for 2-3 hrs. Additional job to replace outside PVC pipe for sump pump. That took no more than 30 minutes but cost at least $300 more for another basic repair. When we reached out to complain that charges were not comparable to work done we were told it was subject to flat rate pricing and there were also costs for parts. If thie install of faucet and disposal was flat rate that should have been provided upfront when asked, and the parts charge was outageous considering the only part was a small section of PVC and some clamps. Are they actually charging for the tools that were used too? Definitely feels like price gauging and intentionally not sharing costs upfront. They get you to agree to it saying it could be adjusted once job is completed. They’re there and you need the work done so who is in a position at that point to send them away, likely still be charged for a service call and start over? When did plumbers start being able to do business with a blank check?? Additionally they removed owners manual for garbage disposal from the premises and would not respond to the request to return that to us.

  

  Business Response

  Date: 07/13/2023

  ******, we apologize for disappointing you and that our pricing did not meet your expectations. Our pricing includes not just time on the job, but product inventory on our fully stocked trucks, including equipment and tools, and technician knowledge as well.

  
  As a standard protocol, our Customer Service Team does not provide pricing over the phone, which can benefit our customers. Our customer service representatives are not skilled plumbing technicians and cannot diagnose a situation to determine pricing. Once the technician is on-site to evaluate the job, they can better determine the full scope of the issue to provide accurate pricing. In many situations, we have made recommendations that have decreased the job cost, saving our customers money. Please know that our pricing is within industry standards.

  
  Our technician provided pricing before your service of $871.00 and received a signed authorization for service. (see attached). The Service Order included a flat rate on labor. Since multiple services were completed within the job, you received a discounted rate on the garbage disposal and kitchen faucet replacement. The technician did not charge for the parts, supplies, and consumables related to the garbage disposal or kitchen faucet replacements.
  The technician discounted $130.00 of labor charges from the original estimate, and a $25 discount coupon was applied, lowering your final invoice from $871.00 to $741.00. (see attachment).
  After fully reviewing and evaluating your service, we stand behind our pricing and charge. We thank you for your previous patronage and hope to serve you again.

  Customer Answer

  Date: 07/14/2023

  I am rejecting this response because: the response further substantiates complaint. No specific backup for significant amount charged. There were no parts provided, the faucet and garbage disposal had already been purchased by customer and everything needed for install was provided. Other repair involved small section of PVC and a clamp, possibly a saw to remove original PVC. The professional time for labor was merely 2 hours. So the going rate for a plumber is now $400/hr?, because suggesting that parts, tools and “professional” expertise are significant cost factors is ridiculous for this type of service. And charging a flat rate should be able to he stated upfront and wouldn’t require expert assessment. We were told the charge for install had been based on a flat, pre-determined, rate. 
  
  Regards,
  
  * *********

• Initial Complaint

  Date:03/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Service 03/24/2023 I contacted Waterworks to shut off the main water and install a water shut off valve. This became a nightmare as the plumber cut an active water line and it flooded the whole first floor of the condo. They sent out ******** to do the clean up, well fast forward I had another company come and check and run certain test in the floor, there’s water under the wood flooring that should have been pulled up within 24-48 hours after this incident happened. I have dealt with many different attitudes and being told by an ******** employee, that since Waterworks is paying the bill, they can’t disclose information to us anymore. We went to file a claim with the home owners insurance and informed someone and she came back saying that ******** works for them ( Waterworks) and if we have them leave, we or the insurance company assume responsibility for the damages. I signed with ******** and I AM NOT THE HOME OWNER. Waterworks ( everyone) was aware of this. The home owner does not want a company that is not willing to disclose what needs done, etc at the property. This is OUR home, when does a business get to chose WHO we want in it? I won’t start on ********s unprofessionalism but I requested a new crew and yet, someone called today from the initial crew to apologize ( even with an attitude) about his attitude from Saturday.

  

  Business Response

  Date: 03/31/2023

  Thank you for the opportunity to provide additional detail to the service at **** ********* ****** ******** ****.
  

  3/24/23 – We received a call from ********* ****** from the residence. The customer stated they contracted with ************ to locate the main shut-off, however, *** declined to shut off the water to the complex in order to have her shut-off valve replaced. The customer originally requested that we shut off the water down at the curb and allow ************ to make the repairs inside her unit and then we would turn the water back on at the curb.
  The customer stated that before she called us, they had been dealing with this issue for three days and already had water damage. The apartment flooded prior to The Waterworks being on site which is why they needed the shut-off valve fixed for the water to be shut down so other repairs to be made.
  

  3/24/23 – At 2:43 pm. Our technician Lonnie spoke to the customer and confirmed that the location and type of residence was a condo complex. Lonnie verified the service to be provided is to shut the water down and then turn it back on. The customer agreed. Upon arrival, the customer wanted Lonnie to take a look at the shut-off valve in her unit and give an estimate to replace it.  She stated that the valve in her condo is broken and needs to be repaired so that the water in her individual unit can be shut down for other repairs to be made.
  Water shut-off can be problematic and our technician made an error cutting the line causing water to enter the lower level of the residence. They were able to shut off the water.
  

  3/24/23 – Customer spoke with Rhonda B******* our ******** ******* ******* who then contacted ******** ************ and immediately arranged *********** to the property, at The Waterwork’s expense.
  

  3/24/23 - 6:30 pm – The Waterworks also paid for the residents to stay at The *********** ***** ** ***********, from Friday 3/24 until 3/27 or until *********** is complete.
  

  3/27/23 - We received a text message from ********* stating that they had another *********** company out and based on information provided by that *********** company, requested ******** to be pulled off the *********** and no longer work on their condo. ********* stated that they were hiring the other *********** company and they had submitted a claim with their insurance to handle.
  The customer was advised that if we pull ******** off of the job they will be responsible for all damages. ******** is our preferred company and provides excellent service.
  

  3/29/23- 12:00 p.m. – **** from ******** *********** returned the keys to the customer and picked up their equipment. The customer requested they not return for any further work or ***********.
  

  3/29 – The customer’s insurance company contacted The Waterworks, and we relayed details regarding our service, actions taken, and that of the customer.
  We keep extensive notes, pictures, and recorded phone calls on our service calls. Please let us know if you need any additional information or details.
  

  3/31/23 We currently have the job on hold and are waiting for direction.

  Customer Answer

  Date: 03/31/2023

  Where’s the notes where I spoke to the supposed supervisor that advised they didn’t know the extent of the damages until ******** is done but ironically enough, ******** *********** came out today and did what was needed done within four hours. ( also When the flooring was pulled up like it should have been there was significant water that had remained under the floor even with ********s equipment, so why was their equipment there for five days when it didn’t do the job of drying out properly and they were not pulling up the floor?)Or that the Vice President of waterworks spoke with ******* from ********** ********* and advised they would not cover any damages due to prior damages ( which ******** took pictures of and so did the insurance company and *** ******** were out and seen the prior damage 30 mins before Waterworks arrived) I have attached the text from Kassi stating Waterworks would NOT cover the damages if we had our insurance company come in even though ********s equipment was malfunctioning hence the one employee that had the attitude ( I also attached where ********s equipment was leaking. I was instructed to turn off the machine and I sent a text to their employee about them leaving a hose on a sink that was not functioning and yet I didn’t get a response for the situation and it was not handled correctly or in a timely manner from ********.) We we’re put in a hotel until Monday and we spent Tuesday at home with no one doing anything in any way shape of form from ******** or waterworks. We were not able to use basically any part of our downstairs, ( washer, dryer, cook or do dishes because of ********s equipment everywhere. I also have video pictures of where all the water sprayed and to the extent of how deep the water was and I have a video of where all the equipment was and how we were left. The guy that did the initial damage from waterworks had mentioned the day of the incident that he had only had this done one time before and to me based on how everything has been handled, waterworks sure knew who to call in to make our lives miserable until we took actions on our end so they could say they’re not responsible for the damages. I’ll also make sure I forward the response from the person that responded here saying they’re waiting for the next steps so we can definitely get waterworks to handle the bills accumulated for the repairs, hotel stay, etc. Waterworks make up your minds. I sure wish they had so much to say when I had my asthmatic daughter staying in the mess they made on Monday night but nope, silent at they had been all this week via my complaint. 

  

  Business Response

  Date: 04/18/2023

   

  We appreciate the opportunity to respond to Ms. ******~

  The customer has previously hired another plumbing company. Damage from this job was due to back-up of an upstairs toilet which flooded to bottom level. Customer filed a claim with her insurance company for this damage.
  
  The Waterworks was hired to correct the ORIGINAL damage caused by Company #1. In the process, our technician caused a break in the main water line causing clear water, not back-up sewage, to seep into the residence. The Waterworks immediately responded and  hired our *********** company of ******, ********, to assess PRIOR and CURRENT damage as well as clean up the water associated with the Waterworks technician mistake.  In addition to fixing what our technician damaged, we made the customer aware that we would also fix-- free of charge—any and all damages related to the PRIOR company’s mistake. This was explained to her in detail.

  The customer dismissed our technician as well as the *********** company from the job. It was explained to her at that time and subsequently captured via text  (see attachment) that if she was dismissing us from this job site, any work that needed to be completed was considered null and void.

  Once dismissed from the jobsite, The Waterworks determined that we will not pay for any lost items from the first instance which was caused by another company nor will we pay for anything after that since we and our *********** company did not have access to nor adequate time to assess the damage, loss or fixes related to either instance. 

  The insurance company’s decision to decline coverage of the residence contents is between the customer and the insurance company.  The Waterworks is not responsible for the insurance company’s decision to decline coverage of the residence contents. The insurance company contacted The Waterworks and received the facts as related to the service, including the homeowner’s decline for the timely remediation of their property.

  Thank you,
  The Waterworks

  Customer Answer

  Date: 04/18/2023

  I am rejecting this response because: damage was NOT caused by *** plumber. *** suggested Waterworks to shut off main valve due to they would not complete the work without the main valve shut off in the unit to be added which is why I contacted Waterworks. Get your facts right. The damage from the upstairs toilet (which technically after your plumber flooded the downstairs decontaminated and contaminated the whole downstairs) was only to the downstairs bathroom and small hall. The living room/ dining room and kitchen was not effected by the upstairs incident. That was all your guys doing. ******** I had submitted prior pictures to BBBy and showed where they were not doing their job correctly hence their machines were leaking water. I also had another company ( ********s) that had came out during the initial claim ( for the upstairs ) to assess damages and seen the damages waterworks and ******** left by not pulling up the flooring etc, within the first 24-48 hours. ( the snap wood flooring had excessive water under it in the kitchen, and living room/dining room due to negligence of lacking proper response from waterworks to ********.) Waterworks was not wanting to fix nothing as it had been left a mess for a total of 5 days after the fact of the incident. You plumber LIED. That’s why he was not permitted back on the premises. He advised that the rug was only wet and wanted to clean the home with a shop vac, a firefighter was right there when he said it. Yeah, the flooding was so bad and he could not get the water off that I called the fire department and waterworks. He also made the comment that the incident had happened only one other time in his 26 years of doing what he has done. Funny how you guys knew exactly how to NOT get the clean up done and left my child, ****** and I literally without a place to live for X amount of time. Also there were intially TWO claims filed for water damage. The first being the toilet THEN after you left my family in the nasty environment and kept trying to push back about the situation I filed another claim to put us in a safer environment. We literally could not use any of our downstairs as ********s equipment was everywhere. The TWO claims were then conjoined to one. I hope everyone sees this and sees what type of company this is and how they conduct business. Replace our items. My child should not have to go without because of the incompetence of YOUR staff. Our stuff was put downstairs due to the initial flooding upstairs and then along came your company and our stuff was ruined. 
  
  Regards,
  
  ********** ******

• Initial Complaint

  Date:10/24/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/20/2022 I paid the Waterworks $200.00 for replacing the wax ring on my toilet which was leaking dirty water into my basement. My itemized receipt/invoice was sent to me by email. Upon printing it out, I noticed that I had been charged $120.00 for fixing the toilet and $80.00 for what the invoice said was: The Waterworks "Pledge to you". When I called them and inquired why I was charged $80.00 for some sort of "Pledge", I was told that that was a trip charge. Before work started on my toilet I had been told four different times by three different people that there was no trip charge or fee for coming out and giving an estimate. This is not right. I should not have been charged $80.00 either for a few meaningless words on an invoice nor for a trip charge that was non-existent until after the work was done.

  

  Business Response

  Date: 10/25/2022

  Hello, our customer care team have been in contact with Mr. *** regarding the invoicing matter and we have refunded the $80 trip charge. Mr.  *** was very happy with the resolution.

   

   

  Customer Answer

  Date: 10/26/2022

   I accept the business's response to resolve this complaint. The Waterworks refunded the money in question. I am very happy with this resolution and will use them again in the future for my plumbing needs