I had previously used B&B Plumbing for water-heater work and viewed them as a company I could…read moretrust. After my most recent experience, I will not be calling them again.
I called B&B for what turned out to be a minor toilet tank issue -- essentially a failed gasket/seal. When I paid the bill that day, I questioned the charge and asked the technician about the two-hour minimum and why a simple toilet gasket/seal repair was over $300. The final amount was $330.86. I understand paying for professional service, travel time, and labor, but for this type of repair, the charge felt excessive. Unless the gasket was made of gold, I still do not understand how that price made sense.
The problem did not end there.
I paid the invoice by credit card on the day of service. I then sent a written concern asking that the issue be forwarded to company leadership. After that, I had multiple communication problems. The prior contact I had used was no longer with the company. The general email path did not work. I had to keep chasing the issue instead of anyone at B&B simply handling the concern professionally.
Then, instead of receiving a meaningful response to my concern, I received a generic accounts receivable statement showing the same invoice as still owed -- even though it had already been paid by credit card on the day of service. The statement included aging / late-fee / collection-type language. I had to call B&B to get them to confirm that the invoice had, in fact, already been paid.
So to recap: I questioned the excessive charge at the time I paid it, followed up in writing, had trouble getting through the right channels, received a generic billing statement on a paid invoice, and then had to chase them again to correct their own billing mistake.
The call I had with accounting did not help the experience. The invoice was eventually confirmed as paid, but the call ended abruptly and without even a normal customer-service closing. That may sound minor, but in context it fit the entire pattern: poor communication, poor escalation, and a customer experience that felt careless.
B&B's website talks about integrity, customer focus, transparent processes, clear communication, respectful interactions, and courtesy. That was not my experience.
This was not just about a $330.86 toilet gasket/seal repair. It was the combination of the high charge, the two-hour minimum, the lack of clear handling when I raised the concern, the broken communication path, the incorrect billing statement after payment, and the poor follow-through afterward.
I will not be using B&B Plumbing again. And.... wrote into management - and asked for a call back, nothing, no reply, nothing. Cheers.
