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:03/15/2025

  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.

  This plumbing company started a job and has not finished it even though over $8,000 has been paid. They keep giving excuses meanwhile I'm without a functioning complete bathroom and I have a hole with a board over it in my bathroom I have to step on to use the bathroom

  

  Business Response

  Date: 03/19/2025

  Dear BBB,

  We have received the concern and would like to share from our point of view. We did go to this clients home and open the floor to repairs a drain line. The homeowner was told by us at that time she had other issues with her drain line connecting to the one we just repaired. We explained that we can close the floor back up or leave it open while she contacted her insurance company to see if they would cover the repair of this sewer line. My team stated to me that we have had communication about this with the homeowner. We are waiting to hear from her insurance company at this point so we can move forward with the rest of the sewer line. My team reported that the insurance company is going to cover the rest of the work. If she wants us to fill in the hole and concrete the hole we can do that but we will have to **** ****** and dig up the same hole when her insurance tells us to move forward. Thank you 

• Initial Complaint

  Date:02/09/2025

  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.

  On 2/8, Plumbing Masters was scheduled to complete a very simple repair (shower faucet) leak. The leak at the faucet was corrected however I now have water pouring from the shower that is progressively getting worse. Made an attempt to get immediate attention and for a moment I was extremely happy to think that someone would immediately address my issue with the goal of avoiding any potential water damage. Waited for ***** min, nothing no call, text or email. I called again only to be met with a team member which had zero listening skills, who advise me that tomorrow is the best they can do, to address the poor quality work from earlier today. In anger, I requested to have the owner contact me and guess what I am still waiting. I have used plumbing masters over the years so I hoped I had earned some level of loyalty. Unfortunately that's not the case. Tonight I will be kept awoke by running water and from time to time I need to dump the bucket of water that at this point is filling up quite fast. Also my trust levels are ZERO, not sure what I will face now that I have been the victim of poor quality work. Based on the defense posture of some of the other complaints they have received, I am sure mine will follow a similar trend therefore, I suggest avoiding Plumbing Master for shower repairs. I had a new water heater put in a few months ago, that seemed to go well however I am pretty sure I over paid. But oh well?

  

  Business Response

  Date: 02/12/2025

  Dear BBB,

  We have reviewed this concern and we have reached out to the homeowner to correct the problem. We replaced the cartridge and it started to leak after we left the home. However we did return the next day and put another new cartridge in. THis has stopped the issue from leaking.

  I reached out to the home owner and left a voicemail to call me on my personal phone number to figure out a resolution. I have not heard back from the homeowner at this time. There seems to be some opportunity on our end with our after hour service **** for training. We are willing and ready to resolve this issue.Thank you

  Customer Answer

  Date: 02/12/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** *******
  
   
  

• Initial Complaint

  Date:06/07/2024

  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 4/2024 I called Plumbing Masters about an issue with my water system that I had a leak somewhere. On 4/23/2024 ********************* from Plumbing Masters came out. He did some checking and determined it was my water softerner that was bad. I kinda doubted it since my previous water softener was installed on 12/1/2017 but he is suppose to be the expert. He indicated that he was sure that would fix my problem, Well it did not. I received the following water bill with no change. Come to find out it was a watering line in the ground for my plants. It had a big crack in it. After I discovered it and repaired it my water bill went back to normal.

  

  Business Response

  Date: 06/11/2024

  PM (Plumbing Masters) Management contacted *********************** to address his concern. Our tech ****** was called out to the home for a high water bill, ****** checked the water meter with *** and they both confirmed the water meter was leaking water. ****** found the softener was constantly leaking water down the drain. ****** turned off the water at the homes main entrance and showed *** that the meter was no longer leaking. ****** found the water softener leaking water down the drain. *** decided to replace the unit. We installed the softener and after it was competed we showed *** again that the water meter was no longer leaking. *** even gave ****** a five-star online review for the job he did.
  PM's manager **** called *** on June 7th, *** said he still had a high-water bill and an irrigation leak. **** explained there had to be two issues. The first Issue was the softener leaking and the secondary issue was his irrigation. If his irrigation system is set for 10 minutes, then his cracked irrigation pipe would only be leaking for that 10-minute period. The water softener was running constantly. The irrigation is intermittently leaking,only when the timer is set to run. We proved to *** that the water softener was the problem that we were able to see right then and there. We were not aware of the secondary leak issue on the irrigation line.                                                                                                                                                             Sals position is that we ripped him off. *** only wants to pay half now. We aim for a 10% profit, we offered to split this profit with him. Since his irrigation line is on a timer and the time was not set while we were at his home, we could not address the irrigation leak. We apologize for not catching it but giving back half of the cost of a water softener and installation is not reasonable.

• Initial Complaint

  Date:11/27/2023

  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.

  Plumbing Masters ripped off the previous owners of my house for $20,000. There was still a huge water leak, so I called them to tell them they hadn't fixed the problem. They sent someone who cut my main water line and said that was the problem. I didn't trust them any longer, so I paid for a new water line by somebody else. Turns out, however, that it was the irrigation system that was leaking, which they could have diagnosed simply by turning off the pressure cutoff valve.Problem now is the original line Plumbing Masters cut has a side branch that feeds the back half of my property. So I have to pay to restore the original line Plumbing Masters cut. They are responsible for over $2,000 damage already and now I have to pay again to fix their error

  

  Business Response

  Date: 12/05/2023

  Dear BBB,

  The complainant states that the original owner of the home paid $20,000 for work that we did at their home. Plumbing Masters actually only charged the previous home owner $13,950. We did return as requested by the new homeowner 6 years later. For 6 years this has been working for the previous home owner. When we met with the new homeowner we found a leak between the mainline and the back yard irrigation. This irrigation line was not included in the work that we did 6 years ago. But we did do what was right and cut the line and cap it for them so that it was no longer leaking. This was an original line that was there before we ever did any work at the home. It was not a line that we bid to replace. We only tied into the line and replaced the main water service. We cannot be help responsible for a water line that tied into the main line we replaced. We already did FREE work when we dug up the leak and capped it for them out of generosity. To be blamed for this as our problem or being a rip off is absolutely mind blowing. We have no interest in this line and we are now being held responsible for an old out dated line that is now leaking? This makes no sense. We feel that we have went above and beyond in the scope of work we performed and helping them stop a leak.

   

• Initial Complaint

  Date:08/07/2022

  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.

  I paid 13k to have whole home replumbing done (strongly suggested by the manager at plumbing masters ****) then once the job was completed they left leaks in the pipes I've been calling over the course of a year and have not gotten someone to come back and fix the leaks. They left holes in the drywall that they made. Only replaced two water connections leaving one. Refused to reconnect our washers drain hose to our septic like the rest of the house. So is drains into our yard and have promised multiple times to come fix these issues, only to show up and deny to do the job saying that it wasn't part of their previous work done and I'd have to pay for them to fix the issues.

  

  Business Response

  Date: 08/09/2022

  DEAR BBB,

   *************************** home was re-piped with all fresh (Potable) water lines in/under the home. We have never avoided or not shown up to her home to see if something was under warranty that she has claimed. It was clearly stated to her in the invoice and verbally that we do drywall. She understood this when the job was bid and done. 

  If we did something wrong with the work we sold her then we have fixed it for her at no charge. Plumbing Masters is willing to go and do work for her and even give her a 15% off discount on the laundry drain hook up, but we will have to charge for the work to be done.

  6/22/2021:

  CPVC pipe is broken in multiple places under master bathroom. To re-pipe whole home with PEX water Pipe and some copper piping. 
  Run all new PEX piping to every fixture in home, new copper lines for water heater, copper stub outs and eso's & supply lines.  Holes will need to be cut for access for shower valves, reconnect to existing valve in hall ball, replace valve for master bath utilizing construction plate single handle **** valve.  Remove panel for access to tub.  Not responsible for drywall repairs.  We will also install new hose bibs.  Work will carry a 5 year parts and labor warranty from Plumbing Masters year warranty on PEX.
  
  

  8/5/2021

  Customer called about tubular under master bathroom sink came apart. We added 3 inch extension to the drain line pop up and reattached the p trap.

  4/26/2022

  Customer said we moved laundry drain and reconnected to a hose that drains directly into the backyard. There is not any evidence to confirm what the client claims.
  It was never in the contract to fix any pipes related to drainage.
  
  

  8/8/2022

   No leaks from previous work was found. It is coming from condensation line in air conditioning unit draining.