ComplaintsforArt Plumbing, Air Conditioning & Electric

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Signed quote for tankless water heater at end of January, had electrical work for new heater done by another company and submitted electrical permits to Art on 2/12/24. No work done by Art up to 3/26/24. Got confirmation that installation is scheduled for 3/27/24 at 9:00 am, at 6:30 pm on 3/26/24 got call saying that ***************** waiting on permit approval. No city takes this long to approve a water heater permit application.Have email confirmation that my electrical permits received since 2/12/********* weeks later permitting department says he does not have them. Called multiple times in the last 6 weeks asking for status update, each time promised a call back but no returned calls. Same with emails, no response.6 weeks plus to install a water heater is the worst customer service I have ever experienced. This needs to be resolved asap.

  Customer response

  03/27/2024

  Got phone message on 3/27/24 from ********* at approx 8:00 am. Stated that they are trying to get a hold of city plumbing inspection personnel to put rush on project. On a different call to CSR my daughter asked for a permit application number, none could be provided or exists. Checked with ****** at Art permitting ***** no permit application can be provided. Checked with city building department, no permit for my address exists. Emailed ****** at Art permitting inquiring about permit, no response. If Art cannot provide a permit application number after such a long time, I can only assume that none exists. I need to find another plumber who can do the job. Please send a written release of any obligations and statement that no charges/payments are due and the quote you provided and I signed is now withdrawn and null and void because the company cannot do the job on a timely basis. This frees me to find someone else to do the job.

  

  Business response

  03/28/2024

  Looks like you have two complaints for the same matter and we responded and consider it closed based on your email conversation with our office please see below:

  From: *********************************** <************************>
  Sent: Wednesday, March 27, 2024 11:44 AM
  To: ******************* <**************************************;
  Cc: *************************** <*************************>; ***************************** <*******************************;; ******************************* <******************************>
  Subject: Re: st job #*********
  
  CAUTION: This is an EXTERNAL email.
  
  **********************.
  
  Sir,
  
  Thank you for the above letter.
  To clarify, quote provided on Jan 26th, 2024 Project #*********, signed on 2/01/2024 signed by me, ***********************************, the legal homeowner. Document lists job address as you described.
  
  It is unfortunate that after this much time we cannot bring the project to completion. One CSR insists that there is a permit, while two others say that they do not have one yet. These inconsistencies, the lack of communication, and the length of time elapsed now forces us to seek elsewhere for the services required.
  
  Thanks for clarification that there is no legal contract/obligation for services between us. I will not be contacting the company again.
  
  Sincerely.
  ***********************************
  
  (PS - customer's daughter's name, spelt correctly, is ********)
  
  On Wednesday, March 27, 2024 at 11:15:42 AM EDT, ******************* <**************************************;wrote:
  
  
  Good morning,
              As per our conversation on a recorded line with Anaroda customers daughter is requesting on her fathers behalf that there is no legal contract / obligation for services effective immediately
   between Art Plumbing Air Conditioning & Electric & ************************* at *********************************************************************************************
  
  
  *******************
  Director of Plumbing Operations

  If there is any other information that I can provide please let me know.  

  Customer response

  03/28/2024

   
  Complaint: 21491198
  
  I am rejecting this response because: Email written by ************ is not properly worded. It states that "customer's daughter is requesting on her father's behalf that there is no legal contract/obligation..." etc. This is simply a statement that a request was made. It does not state definitely that there is no legal contract/obligation between us. It needs to be re-written so that it is clear that no obligation exists between us. 
  
  Sincerely,
  
  ***********************************

  

  Business response

  04/04/2024

  Based on your response, we will consider this matter closed.

   

  Thank You

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

• Initial Complaint

  11/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I'm a longtime customer & purchased numerous products, including my A/C system. Art recommended replacing my lineset. They did so on 6/29/23 & I charged $2,489.00 warranted for a year. There were ongoing issues & the unit failed to work. After they came out again 7/20, the unit stopped working again on 7/23. I called & Art told me they are closed & couldn't be out until 7/25. I am a senior with health issues in my mid-80s left in deadly heat in FL. My home was uninhabitable & Art didn't care or timely respond. A neighbor was kind enough to take me in until they left for vacation. I called Art again & they said they'd be out to me on 7/24. They later called & said they couldn't & it would instead be 7/25. Art cancelled yet again saying they couldn't get out on 7/25 either. I was traumatically forced out of my home for days from their failure to competently provide a working unit & meet their warranty.. I ended up having to stay at a ********* had to hire another company to do the repair correctly. I called Art and my daughter contacted them on my behalf multiple times as well by phone/email, ********** on 7/23,24 & 25. No response. We again called, faxed, emailed & mailed on 8/2 to ask to reimburse $1,520 of the $2489 due to 1 hotel night & the repair & to speak to an owner/manager. No response. I then disputed $1,520 through my credit ********** never responded to them either. But now, Art sent another invoice for the $1,520. We called & emailed on 10/25 with all this & again no response. Their failure to provide competent, timely service & honor their warranty is outrageous & egregious. There is not enough room here to go into all their failure from ignoring the pleas to fix the a/c in dead of summer to their inept work to their false advertising saying they have ******************* are there when you call & can fix it. They need to credit the invoice for the $1520 for the charges I was forced to incur due to their ineptitude. Thank you.

  

  Business response

  11/15/2023

  Hi *************************************,
  
  We apologize for any confusion you are correct you did submit a dispute and was credited back by your credit card company. There was an outstanding balance that we are not looking to collect from you. We have closed your file on this matter.
  
  Thanks
  ***************************

  Customer response

  11/16/2023

  Good afternoon,

  I appreciate the response.   I would request that ArtPlumbing please email a statement showing that there is a zero balance.  The email is *****************

  Thank you.

  *********************************;

  

  Business response

  11/24/2023

  Please see the zero out document attached.

  Thanks 

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

• Initial Complaint

  09/28/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I went through the BBB to get an AC company to tuneup my AC. The tuneup was very detailed. The technician told me that what I wanted done would be an additional amount of money even though it was listed in the agreement .

  

  Business response

  10/10/2023

  HI ***************************,

  Sorry we did not  make you happy, our Service Tech did complete the ** $89 Tune-Up but he find other repairs that needed to be done outside of the ** $89 Tune-Up and he gave you three estimates and you told him no, I will refund the  ** $89 Tune-Up fee if you agree.

  Thanks

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

  Customer response

  10/29/2023

  *************** to the letter I received from the BBB in reference to the complaint that I filed against Art Plumbing, Air Conditioning and Electric.  I called them for 2 things.  The first was to flush the lines and the second was to rinse out the drip pan.  Water was dripping off the roof and water was dripping into my house:  The associate told me that both were included in the service that I would receive. The technician worked on the unit and then informed  me that I would pay extra for the original service  that I requested.  I am entitle to a refund as I paid for nothing.  I had to hire another company to solve my problem.  

  Customer response

  11/01/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  
  Yes, I will accept the refund.
  
  
  Sincerely,
  
  ***************************

  

  Business response

  11/15/2023

  Hi ***************************,

   

  We thank you for excepting the resolution and losing this matter.

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

  From - Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Yes, I will accept the refund.
  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  09/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Art Plumbing installed a new A/C unit at our residence. On April 12, 2023 the **************** issued a red tag failing the inspection of the unit as the unit installed did not match the description of the unit on the permit. The contractor's "solution" was to switch out the door of the unit so the specs would match the permit without actually changing the unit and correcting the problem. We rejected this idea as did the ****************. Art Plumbing has failed and refused to rectify the problem and the permit has now expired. Numerous reinspections by the city have been canceled due to no effort on the part of Art Plumbing to rectify the situation.**************************

  

  Business response

  10/07/2023

  From: ***************************
  Sent: Saturday, October 7, 2023 8:36 AM
  To: ******************
  Cc: Permits <***********************>; Wagline Elouidor <*************************>
  Subject: Job #*********: HVAC - Ground Estimates in ******** - Open Permit
  
  Hi **************,
  
  Thank you for reaching back out to me on Friday October 6, 2023, I have start send emails to Permit team today and we will have a follow up meeting on Monday to close your Permit. As promised, I will keep you posted, also my contact information is below. Please feel free to contact me if you with any questions.
  
  *******************************
  Director of ************** Operations
  
  
  Art Plumbing,Air Conditioning & Electric
  ***************************************************************************
  ************ | Fax: ************
  ********************************;
  Fully Licensed, Insured & Certified in the ****************
  Plumbing Contractor CFC037085 Air Conditioning Contractor CAC1818277 General Contractor CGC045296 Electrical Contractor EC13006731
  CONFIDENTIALITY AND DISCLAIMER NOTICE: This message, including any attachment, is confidential information of Art Plumbing & Air Conditioning,LLC. This message may contain information that is privileged and exempt from disclosure under applicable law and is intended only for the individual or entity to which it is addressed. If the reader of this message is not the intended recipient, or the employee or agent responsible for delivering the message to the intended recipient, you are notified that any use, dissemination,distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please contact the sender immediately by e-mail and destroy all copies of the original message and any attachment.

• Initial Complaint

  09/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The transaction was on August 15th. The work performed was to replace 4 exterior taps and a main water shut off lever. They did not tell my wife how long it would take and they did get her approval for the work at $2,654. She has limited knowledge of plumbing and costs so this business took advantage of that. The job took less than 4 hours with material being approximately $200 so they essentially charged her $600 per hour. When I saw the charge I called and emailed them to get a price reduction. I emailed them on Aug 22, followed up on Aug 28, then called again. The call center operator put me on hold and then came back that her supervisor offered me a $150 credit against future work. I explained that was completely unacceptable and so she said she would ask again. I did not get a follow up call and so I emailed them again on Sep 5 but have not received a reply or follow up call. I have used ART for years at my work and paid them tens of thousands of dollars but they were dealing with me so the pricing was reasonable. In this case they took advantage of my wife.$600 per hour if they advertised that they would get zero business. They advertise transparency but this is truly bad business. My expectation is a $1,000 refund to my credit card.

  

  Business response

  10/13/2023

  Hi Mr. ************** name is ***************************, I called today and left you a voice mail message to call me back I would like to review this with you and work out a solution. 

  *******************************
  Director of ************** Operations
  
  
  Art Plumbing, Air Conditioning & Electric
  ***************************************************************************
  ************ | Fax: ************

  Customer response

  10/16/2023

   
  Complaint: 20590447
  
  I am rejecting this response because they made no offer, they stated they called me and left a voicemail but that is not correct, they have not called me but did send me an email today offering a call which I accepted but I have not received a call back yet. 
  
  Sincerely,
  
  *****************************

  Customer response

  10/16/2023

  ***** from Art called and offered a $700 refund to my credit card today. 
  

  that is an acceptable response. 
  

  now just waiting for it to be processed. 

  

  Business response

  10/16/2023

  From: ***************************
  Sent: Monday, October 16, 2023 11:24 AM
  To: ***************************** <*************************>
  Cc: ******************* <***********************************>; AP <******************>
  Subject: RE: Your Open Issues
  
  Hi ***************************,
  
  Thank you for responding to my email today and excepting my call today, as agreed we will refunding $700 back to the credit card used at the time of the service call on 8/14/2023. I am happy we were able to resolve this between the two of us. Additionally, look forward to you removing the BBB complaint and continued to call us for your service needs.
  
  As mentioned, you have my direct contact information if you have any questions, please let me know.
  
  Re: Job #*********: PLUMBING - Service in ********/14/2023
  
  Hi AP Team,
  
  Please expedite this refund.
  
  *******************************
  Director of ************** Operations
  
  
  
  
  From: ***************************** <*************************>
  Sent: Monday, October 16, 2023 10:04 AM
  To: *************************** <*************************>
  Cc: ******************* <***********************************>
  Subject: RE: Your Open Issues
  
  CAUTION: This is an EXTERNAL email.
  
  I am open now on my cell phone ************
  
  
  
  
  
   
  
  
   *****************************
    Founding Partner | ************
    ******************************************************************************
    ************************* | www.castlegroup.com 
    P: ************ | F: ************
  .
  
  
  
  
  From: *************************** <*************************>
  Sent: Monday, October 16, 2023 9:02 AM
  To: ***************************** <*************************>
  Cc: *************************** <*************************>;******************* <***********************************>
  Subject: Your Open Issues
  
  
  
  Hi ***************************,
  
  My name is ***************************, and I am the Director of ************** Operations, and I apologize for any confusion or issues with our company. It is our goal to make each customer experience a wonderful experience. I have reviewed your complaint in your customer file and with ******************** we would like to resolve these issues.Please feel free to call me or I can call you on a date and time that will work for you.
  
  
  *******************************
  Director of ************** Operations

• Initial Complaint

  09/09/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  09/08/2023 Salesman arrived 09/07/2023 about installing a new AC unit (compressor, air ducts, thermostat). New breakers were not installed ********* supply was not installed New slab was no installed Arrived to the wrong unit that was agreed upon in contract, new slab was not poured and new thermostat that was agreed upon was not installed. No body seems to know anything and when attempting to contact salesman or any one from the company my call was transferred with no answer. The company seems to be full of scammers, and needs immediate remediation.The unit that was installed was not the Tempstar Carrier 14 Seer 3 ton as agreed upon in the contract. Pictures and contract will be attached.

  

  Business response

  10/05/2023

  We apologize for the delay in getting back in contact with you the management team is reviewing you concerns and will be sending you aa formal response shortly.

  

  Business response

  10/06/2023

  Note from the Head of the **** Department: This installation looks exceptionally clean without any defects. We installed a Tempstar, all new whips, (the power supply to the unit), new PVC, new 14" flex connections and a new disconnect box. The Contract states new slab as needed however the slab was not needed because the existing slab was a much better slab and the proper size.The current breaker is a 60amp and was not replaced because it is the proper size for the 10kw heater that was installed. If you would like us to replace the breaker, then we will do so.

  Thanks

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

• Initial Complaint

  08/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is the worse company I have ever worked with. My ** was not working I called ********** and they sent ART PLUMBING. My free consultation- ************************* told me he couldn't fix it and he was going to send another person for prices for a new unit. He still charged me $100 for coming- I was offered an air conditioner job with changing all ducts and grills and insulation in the attic for $24K by *********************. He told me to wait two weeks because they had to order the parts. Also, I was told the job will take 4- 5 days to finish once they had the parts. 1- the job started 4 weeks ago. W# 1 - *************************, came to my house with another person and they damaged my ceiling on the second day of work in a couple areas of the house- He then brought another guy and by Friday they told me I had to wait another week because it was a new guys who did that and I had to wait for the job to be done because their drywall person was on holidays, and they couldn't finish the job until the drywall was done. W #2 -they send a third party to do the drywall on a Thursday. The house was hot with the new unit already installed. I called and they sent ************************* and he said "we were lucky to call that day because this was an issue with condensation and that was not covered." - I keep calling because the house still hot than what I had the thermostat set up. I called their office several times asking to speak to a manager, W #3 - ******, showed up at my house thinking he was there to check the ** unit. He had no idea that he had to finish the job. I had to take the last Thursday and Monday off from work - That day they finished the job but the house is not cooling as it should. They said I had to call the office and left. I called and left several msgs - I called last Thursday, *************************, came and told me I need an additional return and added more insulation. no call back! NOBOY CARES!

  

  Business response

  08/16/2023

  Hi *****************, we are sorry we have not made you smile. We will have our sales man give you a call to address the issues that you have regarding your AC unit. Please give us a call at ************ if you have any further questions or concerns 

• Initial Complaint

  07/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called the number stickers on my unit (1-888-Tell-Art) on Saturday, July 22, at around noon when I noticed that my AC, which is on the second story of my home, was causing a leak to the first story. The person I spoke with told me that they would contact dispatch and that dispatch would call me back. Approx. four hours later, after radio since from Art, I called back and the person I spoke with said that Art would probably not be able to send anyone our today, but they would set me up for Monday between the hours of 12:00-2:00. On Monday, July 24, at around 1:3), after more radio silence from Art, I called to inquire as to when someone would show up and at that point, I was told that the system unassigned a technician from my job and it wouldnt be until Tuesday, July 25, that someone could show up. On Tuesday, July 25, thankfully the technician showed up on time, completed the repairs, but when he showed me the final bill it included $79 for a service charge. I asked him why I should have to pay $79 for a service call when I agreed to do the work that he recommended. He told me that is the policy with Art and the call center should have informed me about that. I was also thinking to myself that I should not have a to pay a service charge because as per the attached email that was sent to me From Art, on May 9th; my 1-year inspection was bumped from May to October because of the high volume of work that Art has. Also, as per the attached email my membership is being extended. So given these factors why should I have to pay the service charge? In the moment with the technician, I decided that it would not be in my best interest to argue with him about the service charge so I decided to contact ***'s office. I sent the attached email on July 26th, a few hours after the technician left my home. I received a response stating that my inquiry was being sent to a Manager that would contact me to resolve. As of today, I have not heard back from anyone at Art.

  

  Business response

  08/02/2023

  Hi ****************, we are sorry we have not made you smile. Our membership department reviewed your file and we have refunded you back your 79 dollar service charge. You should expect to see the refund back in 3-5 business days. Please reach out to us at ************ if you have any further questions or concerns.

  Customer response

  08/03/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I used Art Plumbing, AC and Electric to enlarge my AC intake and rebuild the return box. The job cost $2,550 and was done on May 5th, but not completed. I received an invoice but knowing they were coming back to finish the job I chose not to pay the invoice. The following day, May 6th, ******************************************************** full. Two and a half months later, after several techs have come to "finish" the job it is still not completed. In the last two weeks they have not shown up for two appointments, called to reschedule two more the day of the appointment and called after my service window on another. I have been waiting over 75 days since I paid my invoice in full for this job to be completed and today was the 5th missed appointment in the last two weeks. Several technicians have been to my house to finish the job but none had the necessary equipment or resources to finish the job.Since this job was completed I have asked to speak to Supervisors and have accommodated every appointment time that Art proposed in an effort to work with their schedule and get my work completed.I would not recommend this company to anyone based on the horrible service I have received and the run-around they have given me for the last 75+ days and counting.

  

  Business response

  07/28/2023

  Hi ************** we are sorry we have not made you smile. I spoke with our trade administrator and we have all the parts necessary to complete the job. A technician is currently slated to come out to your home on July 31 after 2 pm. Please give us a call at ********** if you have any further questions and concerns.

• Initial Complaint

  07/18/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  After having a tech out for an AC service call on July 6, the tech recommended a valve to make the repair. He had to order the valve and told us hed be back after the weekend to make the repair. He had me prepay $998.50 for the job and I havent been able to get anyone to call me back with an update. They hire employees as a call service so you cannot speak with anyone directly. You can only request a call back and after ****************************************** my money back.

  

  Business response

  07/25/2023

  Hi ********************,  we are sorry we have not made you smile. We spoke with our service manager and a technician came out to your home on July 22nd and we are currently scheduled to follow up again on July 28 regarding the ac service that you spoke about and paid for. Please give us a call at ************ if you have any further questions or concerns.

  Customer response

  07/28/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

*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. ↩