Complaints

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:03/21/2025

  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.

  The plumbing company was out fix a main shut off connection. The repair continued to leak and the plumbing company came back out to fix the repair twice and each time a new leak was established. I followed up with the company again after the repair today as the plumbing continued to leak and the company would not honor the work. I have scheduled a different plumbing company to come out and fix the leak.

  Business Response

  Date: 04/01/2025

  Thank you for bringing this matter to our attention. We appreciate the opportunity to provide clarity on the work performed. Our technician visited the property on 3/10/25 to replace the main shut-off valve for a quoted price of $439.88. After the installation a few days later, a slight drip developed at the base of the press shut-off valve due to the high-pressure propress fitting. The homeowner allowed us to return to the property on 3/20/25 to correct this. To ensure a proper repair, our tech completely rebuilt the section, leveled the dirt for a secure press, and thoroughly tested the system. The homeowner acknowledged their satisfaction with the work at that time. On 3/21/25, the homeowner requested another inspection. Our tech found a wet joint but no active leak. To ensure quality, we proactively removed and rebuilt the section, tested it, and found no leaks. The customer performed a paper test and also confirmed the absence of leaks. On this visit, the section of pipe that was replaced was not directly connected to any previous work. This visit was an effort to provide excellent service and satisfy the customer. Subsequently, the homeowner called again about a separate section of the plumbing leaking, which was not part of our original scope of work. The home, built in 1988, has aging pipes, including VPB, which we did not disturb aside from replacing the shut-off valve. To fully resolve all plumbing concerns, a complete main stack replacement would be necessary, which was not quoted or agreed upon in our initial service. While we stand behind our workmanship, we cannot assume responsibility for pre-existing or unrelated leaks in aging plumbing systems. We made every effort to correct the shut-off replacement, returning multiple times at no additional charge to ensure the system was functioning properly. Given the work completed and the fact that the final reported issue was outside our original repair scope, we respectfully decline the request for a refund.

• Initial Complaint

  Date:07/14/2023

  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.

  Desert Plumbing was dispatched to our home by our home warranty 11 months ago. Upon replacing the broken water heater, they damaged my dry wall, replaced the broken water heater and charged my home warranty for a drain pan that they never replaced. They left our old drain pan there but charged our home warranty. Calls to resolve this fraud were left unanswered. When the newly installed water heater broke within 11 months while my husband was gone with the military, ******* from Desert Rain Plumbing told me there was no warranty and that I needed to file a new claim for a 11 months old water heater. I have been unable to speak to a manager or supervisor regarding this and I highly recommend that you look at the bill of charges they issue as they charged my home warranty items that they did not install.

  Business Response

  Date: 07/18/2023

  Hello *******************. Thank you for filing your complaint with the BBB. We welcome the opportunity to resolve all of your concerns and are grateful that you accepted a phone call from ******* in our office on July 14, the same day that you filed this complaint. As discussed with *******, we are awaiting the arrival of the replacement parts for the water heater, and then we will be calling to schedule to have a technician out to the property to install them. In the meantime, please feel free to continue to correspond with us via email ******************************* as we are still trying to sort out what is wrong with our ******* One Talk phone system.

• Initial Complaint

  Date:06/21/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  My first major water leak was in July 2022 Desert Rain Plumbing can came out and told me the leak was coming from the tub drain. The pipe was broken. The plumber stated that the pipe looked like it had not been changed since the house was built. The house is very old. I mentioned that there was a tree in the backyard and could there be an issue there. The plumber explained what would have to happen if the tree was an issue, the digging in the house and such but then stated that he was sure it was just the tub drain because he could see it was broken. This water leak went from three middle bathroom to the master bedroom bathroom resulting in parts of the kitchen and both bathrooms to be demoed. Everything was complete by October turn around December comes and there was a leak again, this time the water flooded the bedroom door leaving me with squishy tiles and wet walls. The company told my insurance company that it was the previous reconstruction company that broke something. Come to find out it wasn't true it was the tree in the backyard. The neglect of using the camera the first resulted in another water claim and nearly 25k that I have to pay for pipes being replaced. Fast forward my insurance company dropped me due to my claims. I now have the smell of sewer gas in my home which I'm waiting for them to come fixed because pipes were not extended through the roof. I had to get another plumber to check there work because I didn't trust it. The other issue was that the reason the camera was not used the first time the plumber explained that he was not trained m in that which resulted in them hiring someone who was later fired due to negligence of the jobs and not coming, I also explained that I spoke to him a couple times and he sounded intoxicated and was quite rude to me. I have my niece in my home who is a heart and lung patient and just got out of the hospital with sepsis. Had this been fixed the first time she would not have experienced this process.

  Business Response

  Date: 06/30/2023

  Hello ******. After receiving the initial letter from the BBB on June 22, 2023, the General Manager of Desert Rain Plumbing, ******, has tried calling you on three separate occasions, leaving you a voicemail each time. She has also sent you an email today and we are waiting to hear back from you. We would welcome the opportunity to attempt to resolve your concerns, but you appear to be ignoring any contact from us. Please feel free to reach out to us at ******************************* or by phone ************.

  Customer Answer

  Date: 07/08/2023

  Hi ************** did not receive any missed calls from you all. My number has not changed in years and it should be on file. I am just now seeing the email that you sent me and underground work is what was done but I do not completely understand if it is known that the pipes in the ground are old and breaking apart why would the ones connected to the ceiling not be checked as well. This is the problem that I am having is that things are not being thoroughly explained about what to expect or what may also be needed to be replaced. It seems as if that would be checked too since it's all connected. It is important for a company to do a thorough job and at this point it almost feels as if I'm just being baited for more money. If everything was checked we wouldn't be here. I'm highly frustrated. What are the costs for this being done, I'm already paying a high bill! I also was told when I called on June 20th that I'd have a call back but I never received it. Again my number hasn't changed.