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:01/28/2025

  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.

  Hello, my name is *****, I recently reached out on Thumbtack app for plumbing services.Paid $99.00 that was to go towards my services. I have a water heater that needs lower element and is under warranty per your Plumber ***** he said he ordered the part, then I told him the part was never received, asked where was it sent?- he said to me ? Then he said the part was lost , it will not be replaced, will not be covered under warranty - for REPLACEMENT I need to pay $350 to $400 ************** last week ******* seems to know a lot of what was going on by just given her my first name left message still no return call. (1/17/25)Texts from Jadan no response (I have conversations and those he ignored ) text messages. I still need my replacement part and the service that was agreed upon on the invoice.INVOICE P ***** Reaching out to get this resolved before taking this further. Communication has been horrible ALSO : **************** has been contacted they documented the calls no part was ordered, and no call was received, also talked to management regarding this and the process for plumbers no PO issued

  

  Business Response

  Date: 01/28/2025

  Customer was given a $99 service because the distance of her home, upon arrival identified that water heater was still under warranty. notified customer that warranty company would need to be contacted to see if the water heating element would be under warranty with the manufacture per technicians notes. Based on tech notes, the part was ordered and delivered to homeowner home, homeowner contacted us serval times since we've been out and we have responded the best we can with the information we had from our tech at that time. ********** has stated to customer that the warranty company said that the part was ordered and delivered and that they would not be able to send out another part unless she paid for it. As of today at 10:40AM the general manager made contact with the homeowner and resolved the issue by reassuring the customer he would pay for BOTH heating elements at no charge to parts or labor. This is scheduled for Thursday 1/30/25  between 10-1 based on customers availability.

   

  The recording with the customer is too larger, if you would like to hear the recording please request and we can email it

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  Customer Answer

  Date: 01/30/2025

  
  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:01/13/2023

  Type:Sales and Advertising 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 the evening of 11/ 20/22, my toilets started backing up and overflowing, as well as my bathtubs. I contacted my regular plumber, on 11/21/22, who was not able to come out. I spoke with my neighbor, who referred me to Custom Plumbing Arizona LLC. He stated they had come out to his home in the past and had located, dug, and cleaned out his two cleanouts (aka horns). I contacted Custom Plumbing Arizona, who was able to schedule an appointment for 11/22/22. The technician arrived, on 11/22/22, and I told him what had happened. I showed him where one cleanout was, that I had located. He said typically there should be two clean-outs, and I said that was the only one that I could find. He did not look for a second one and began to assess the clean-out that I had located. I paid a total of $400 for his services. Fast forward to 1/8/23, approximately 6 weeks later. My toilets and bathtubs started to back up again. I contacted my regular plumber, on 1/9/23, and they were able to come out and assess the situation. They located a second clean-out that Custom Plumbing of Arizona did not bother to look for, and that was actually the clean-out that was backed up that was causing my toilets and bathtubs to back up and overflow. My plumber suggested that I contact Custom Plumbing of Arizona, and ask for a refund because the technician who was out here on 11/22/22, did not do his job. I contacted Custom Plumbing of Arizona, on 1/11/23, and informed them that I had to call another plumber out for an issue they had supposedly fixed 6 weeks prior, and asked to speak to a manager about a refund. The lady who I spoke with, placed me on hold, and came back and said there is not a manager available, but I took down your information and will have someone call you back. I have given them 48 hours to return my call, and I have not heard from them, which is why I am outreaching to you.