Complaints

This profile includes complaints for ASAP Plumbing's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  ASAP Plumbing

  1221 W Warner Rd Ste 103 Tempe, AZ 85284-1906

  
• 

  ASAP Plumbing

  3235 N Arizona Ave Ste 4 Chandler, AZ 85225-7328

  

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:03/25/2025

  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.

  I am filing a complaint against this company due to a serious lack of professionalism and ongoing issues with their service. After having repairs done at my rental property last year, the same issue resurfaced within 12 months. Attempts to resolve my concerns were met with unprofessional customer service, including a representative who hung up on me and a manager who showed no empathy during our conversation.Despite scheduling a technician visit, I received no prior consent calls for repairs, contradicting their claims. After paying $2,933.97 for previous repairs, I am now being charged an additional $319.11 for the same issue. I expect a detailed explanation regarding the ineffective repairs and am awaiting a follow-up call from a manager. This lack of accountability and poor communication is unacceptable.

  

  Business Response

  Date: 04/04/2025

  HI, first I want to apologize for letting this escalate to this level as we are fully committed to resolve our customers issues in a timely manner. My understanding is that we went out to your home immediately after receiving your phone call under a possible warranty issue from a year ago and discovered that the problem was not part of the scope of work from the original work we performed and contracted a year ago. The Fixture that was leaking was original and not within the contractual obligation from ***** 

  I will be more than happy to send out my Quality Control Manager to review the situation and determine if the new leak is something within the scope of work of the original work or if it is something different. If the QC manager determines it is part of the original work, we will do the work at no charge as we stand behind warranty. 

  Please advise as how you would like to proceed. 

  Thank you,

  *** ********

  General Manager

  Customer Answer

  Date: 04/08/2025

  Good evening,

  I must express my disagreement with your response, particularly regarding the mention of a leak in your communication. The main issue I reported was related to vibration, not a leak, and I find this misrepresentation quite disrespectful to the nature of our discussions. I hope the BBB reviews my invoices and recognizes the inadequacy of the response provided by the owner, especially as the actual problem pertained to vibration.

  Currently, I do not require your quality manager to intervene, as I have already incurred an additional $1,000 to rectify what your company failed to address initially. I feel scammed after spending initially nearly $3,000, and based on your reviews on ****** and Yelp, I'm not the only customer who has experienced such issues with unnecessary repairs.

  If you are genuinely committed to finding a solution, the appropriate course of action would be to reimburse me for the $1,000 I spent correcting the subpar work your company provided. Thank you.

  Diego

  

  Business Response

  Date: 04/08/2025

  As you could see the original invoice did not include the work that is now needed by the customer. The original scope of work was not related to the new work that is needed. I am not sure why the customer feels that the two jobs are related as they are not. The customer attached both invoices but they are two different things. 

  The issues are not the same. The original repairs are working and have worked as they are not the issue the customer is experiencing. 

  

  Business Response

  Date: 04/08/2025

  In reviewing the full complaint and reading the invoices of past work and present diagnostic work, I can better understand why our technician explained to the customer that the current work and issues are not related to the original work he needs today. The work performed last year was work we did at the exterior of the home. We did extensive work to this outside water service that included a PRV (pressure regulator) that helps control the water pressure that goes in the home. In addition, we did work in his laundry box area. The present work needed is in his kitchen and dual angle stop is needed to be replaced, but it has Nothing to do with any of the work done. 

  I am not sure where the confusion is here as there is nothing related to work previously done that was under warranty at the time. 

  We reached out to the homeowner multiple times as we track our outbound calls and sent out a tech under possible warranty expectations but in his findings, he concluded that the work was not related. 

  If the homeowner can prove to us that the work was done and that the technician replaced that item and not noted in the invoice, we would be more than happy to entertain a possible warranty issue, however in this case there is no proof of any work performed to that fixture. 

  Thank you,

  
  *** ********

  General Manager

  Customer Answer

  Date: 04/08/2025

  Good afternoon, 
  I find it hard to believe the level of misunderstanding presented in your writing. I appreciate that all our communications are being documented by the BBB, as they clearly illustrate how you may be taking advantage of your ************ clarify, the work performed was outside the house, as per your company's recommendation, in order to address the original issue of the vibration happening in the kitchen with the dishwasher. I reached out to your company, explained the situation, and was advised to undertake those repairs to improve the water pressure and alleviate the vibration. I am glad to see your response but it seems to highlight a breakdown in communication on your part. Could you please clarify for me and the BBB the specific purpose of the repairs made? I did not have any issues with my water pressure or my laundry box prior to your intervention. I recommend reviewing my initial call for context.
  it is quite apparent that your company engages in unnecessary repairs, possibly due to miscommunication or an incentive structure based on the volume of repairs completed each month.
  You have never reached out to me directly, and your company's consistent promises for a manager to call back have gone unfulfilled. This pattern further supports my concerns based on my research about your operations. If all calls are recorded, I urge you to provide evidence of how many calls went without a callback, particularly when I provided updates to my contact information.
  I request that you provide a recording of my initial call from last year where I discussed my issue and explain how the repairs you completed relate to our conversation.
  At this point, it is clear to me that your company's practices are questionable and it appears that many customers are being taken advantage of. I hope the BBB takes note of this complaint and the discrepancies in your statements to initiate a thorough investigation into your practices.

• Initial Complaint

  Date:12/11/2024

  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.

  Improper water heater piping install where tech argued that it was the only way to install. Put control unit access behind water softener so unable to see the settings to adjust properly. They have pics of original water heater set up and piping so obviously it was possible to do it properly. Took 2 days to install as no parts or seemed confused on how to install. Tech came back multiple times to complete. Install was many hours on first and second day. I'm sure that is why he didn't want to do the piping over. Didnt want to continue to argue with tech and just wanted it done. Now having the hassle of accessing the control unit is problematic. Called and told a manager needed to get back to me. Been waiting about 6 weeks now. Manager called back once and left message. Tried many times to call back and follow up. Many weeks later, still no call back or resolution. I continue to get promises that they want to make it right and a manager will contact me to resolve.

  

  Business Response

  Date: 03/20/2025

  on 1/10/2025 the complaint was resolved with customer. ********************** replaced a recirculating water heater pump and changed the direction of the pump. Mr. **** was satisfied with our resolution and problem was fixed and job completed.

  Customer Answer

  Date: 03/20/2025

  
  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:12/10/2024

  Type:Product 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.

  Our family has tried to resolve the issue about being charged by a plumber working as an employee of ASAP Plumbing, located in ********. for his error while attempting to repair our kitchen sink pipe. Numerous calls have been made to the company in effort to personally resolve the issue of the plumber's misuse of an electric Sawzall saw. While using the electric saw the plumber cracked the kitchen sink pipe and then had to leave to purchase additional parts to repair what he had broken. Unfortunately, we were billed extra for the additional part and the time it took for the plumber to correct his mistake.I initially spoke to *****, one of the managers on one occasion to report my dissatisfaction of being charged for the plumber's error. **** initially agreed to refund a part of my payment. However, it seems he had no intention of doing so because after several months there has been no refund. I was able to reach him once again to hear additional excuses about why the refund had not been processed. To date there has been no refund therefore, I believe I've waited long enough to grant the company time to follow through with the promise of a partial reimbursement. When I call back now, after initially being promised a refund, I am told that everyone happens to be in a meeting, on vacation, are ironically on maternity leave. I would like the refund of $150.00 as initially discussed with *****

  

  Business Response

  Date: 12/11/2024

  I have process a refund on 11/27/2024 for $150.00 back to customer CC 

• Initial Complaint

  Date:08/20/2024

  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.

  I hired this plumbing company over two weeks ago. They were to fix a leak and reline my main sewer drain pipe. I have a brick house and they had to bust out the brick and dig for the pipe. They told me that I would be responsible for fixing the brick and the hole dug into my concrete driveway in my carport, and I agree to that. While they were relining my pipe the inner mechanisms of that process got jammed 30 ft under my house. And they told me they would have to jackhammer my dining room out or my bathroom out to get to that pipe. I put up a fuss but it had to be done and they agreed to retiling my bathroom completely after they fixed the clogged area. They put me off almost every day last week. I called into work three times as they said it would be finished. Long story short they finished fixing the plumbing on Friday. They told me there would be someone out here to finish the tile on Monday. I called 7:30 a.m. yesterday morning. The dispatcher told me they were waiting for a call from the ********* Nobody showed up nobody called, this is my main bathroom and I do not have a toilet. They are now not answering my call. I don't know what to do. I got a loan for this job $5,500. They are asking me to pay a payment I have not. The only issue is the loan has not been funded yet but when it is, the money goes directly to the plumbing company and it is out of my control.

• Initial Complaint

  Date:05/30/2024

  Type:Order 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.

  Additional services were completed without appropriate permission. Invoice was signed by a vulnerable adult who was 83 years old, who has dementia and poor vision. Company will not return call or return money. The vulnerable adult has since passed, but the company is still wanting payment. The work that was done was also not needed. Pipes were replaced that didnt need to be replaced.

  

  Business Response

  Date: 08/04/2024

  
  
  The accusations that additional services were completed without appropriate permission are entirely false. The invoice was signed by the responsible party at the time of service, and all work was authorized and signed off. Claims that the invoice was signed by a vulnerable adult with dementia and poor vision are unfounded. The work was performed to the customer's satisfaction, and it was only weeks later that any complaints were raised.
  
  The assertions that the company will not return calls or issue refunds, and that unnecessary work was performed, are completely baseless. If these false accusations continue, we will take legal action to protect our reputation.
  
  

• Initial Complaint

  Date:05/06/2024

  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.

  March 20 to 26. Called for a plugged toilet. Was told pipes were bad from house to about 8 feet away Replaced pipe and put in clean outs. Then told me my pipes were damaged to the road. Said they would send videos of pipes but never sent them, I'm not sure they were damaged. While doing this work they were very messy inside house, took hours to clean up after they left each time. They also left with my metal scrapper which they used because they were scrapping with a s**** driver. They chipped the driveway by throwing a ********************* and damaged the driveway light hasn't worked since. Yard completely tore up, had flat yard with one large decorated hill with 2 ******. Now two small hills and only one ******. Left attic lid off can't find it. Broke toilet s**** covers never replaced, broke clay ****** by pulling hose through garden instead of around it. Cactus was $59. Worst thing they did was ruin my courtyard floor by putting their machines on the finish instead of putting some kind of cover under it. Damages on several spots. Cost to repair over $2000. I have pictures but can't upload them. I have sent all pictures to the company. More than one meeting has been set up but they fail to show up or let me know they are not coming. My husband and I both have cancer and chemo appointments plus other appointments. I'm just tired if being lied too and told they would take care of stuff and they don't.

  

  Business Response

  Date: 08/04/2024

  
  Regarding *****'s complaint, we find it to be completely biased and unrelated to any of the work performed. We strongly object to these unfounded claims. The customer even escalated the matter to the Registrar of Contractors, which ruled in our favor due to the baseless nature of the allegations. The statements made by the customer are false and untrue. This is yet another attempt by a customer to take advantage of our ********************, which were rendered, executed, and completed without any issues. All work was tested, signed off, and met our high standards. Despite the negative reviews being posted across multiple social media platforms, no refund will be issued.
  
  

• Initial Complaint

  Date:02/20/2024

  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.

  January ***** 2024 The amount was $21,500.Scope of the job was to replace pipe under the house.The problem was damage done to my property due to their equipment failing.I have a damaged concrete, damaged paint , damaged furniture, damaged artificial Turf. Dmaged walls.

  

  Business Response

  Date: 08/04/2024

  
  
  The customer's statements are completely false and inaccurate. The work was completed according to the job requirements, and there was no damage as claimed. The customer's allegations are unsubstantiated and appear to be an attempt to scam and retrieve their money unjustly. There is no need to respond further.
  
  
  

• Initial Complaint

  Date:09/07/2023

  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.

  On July 31st 2023 I had a major leak at the house and called ASAP, they sent me a sister company that came over and did the necessary to stop the leak.( Major leak ended by collapsing the ceiling ) . the next day **** sent their expert to assess the damages and give us advice , when he came ( ***** ) I was not present so he got to talk to my mother and sister ( my mother is 84 years old dementia patient and she is almost blind and deaf ) my sister is a single mother in the middle of divorce with a teenager son, she is depressive and was dealing with the workers, her son and my mother when they came in a gave the wrong advice to start with . they said that the pipes were gone bad because they are an old type that is known to be defective and will literally explode if we don't change it immediately " but ******************** covers it, we work with them and we will make sure they cover it all and you will not have to pay your first payment for this loan because it would be all paid for ( lie, it is considered cause of damage and insurance pays only for the damage not the cause), they explained that it must be done before the ajuster comes in so it has to be done right away and got my sister ( ***********************) to take a loan for $14200 even though I told them in my brief talking to him on the phone that I need time to see with my insurance because they advise me not to do anything without their consent, after I hung up he really became pushy and scared my sister for the future repairs and pretended that it was jsut checking to see if she qualifies for the loan and next thing we know that was not just to check if she qualifies it was a done deal and got my blind mother to sign it when my sister was running all over the house to assist the workers in a hectic moment. My mother has no idea what she signed for, they did not tell my sister anything, next day they shoed up and repiped the house with the EXACT SAME PIPES, i have 2 experts that told me it was totally unnecessary

  

  Business Response

  Date: 09/07/2023

  Thats customer stated he did call us for a leak inside the home. Customer had old carotid, deteriorated crimp  Pex pipe . We gave the customer several options . Customer chose the whole house re-pipe, including a new water heater. They signed an approved the estimate and the completion of the work their satisfaction after the job is done. Now hes calling for full refund which makes no sense. Customer will not be getting a refund at all. Work has been done and materials and labor have been used here knowledged all of the work feel free to email me I can send you a copy of the signed invoice. The complaint is completely invalid, and at this point this customer slandering and lying and essentially try to use us and things that he will be getting money back. *************** did approve an August 4 completed within a couple days after that customer reached out to us. I believe sometime last week almost a month after the fact which makes zero sense.

  Customer Answer

  Date: 09/29/2023

  This is a case of elderly abuse and I am not ready to give it up.
  Could you please advice me how I could get this case reopened and provide the necessary elements for your investigation?
  Thank you for getting back to me ASAP.
  ***************************
  **************************************************
  ************
  ********************

• Initial Complaint

  Date:12/01/2022

  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.

  The burner unit has to be replaced as per the service tech I had purchased the water heater through ASAP and been trying to get them to do the service work on replacing of the burner unit and this is the 12th day that I've been waiting so on the 11th day I contacted ******** plumbing and heating and that's who they told me about the unit what needed to be done but ASAP purchases the Rheem through home Depot so if you could give me a call on my options of getting my replacement parts to me as soon as possible I would appreciate it my email is ******************* and phone is ************ thank you **** **********

  

  Business Response

  Date: 12/02/2022

  Our technician has been in touch with Rheem, the water heater manufacturer. We have correspondence and emails between our technician and Reem. Our technician and ASAP have been communicating with Rheem for the last couple of weeks. We have sent them the findings and the air code we are getting from the burner and we have been waiting for the replacement part to be sent out from rheem. At the moment we are waiting , one of our supervisors will reach out to them before 3 pm today . Once again this has nothing to do with asap plumbing this is simply a defective part that we have no control over . This has nothing to do with workmanship or installation.
  

  Also, customer has our phone number. He is more than welcome to reach out to our office and ask for the status we will gladly share and forward him the emails and the correspondence we’ve had with Rheem.

  Customer Answer

  Date: 12/02/2022

  The techs said they would keep me informed and they have not.....I contacted Rheem and got the parts for ******** in 2 days....doesn't seem like you don't know what to do.

• Initial Complaint

  Date:10/12/2022

  Type:Product 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.

  ASAP Plumbing entered in to a contract to reline our sewer line (work order *****). On Sept 8, 2022 a $2,800 deposit was paid and start date was scheduled. On the start date, Sept 13, **************************************************************** good enough shape to be relined and needed to be replaced, a higher cost would be incurred. A bait and switch on their prior commitment.Between the 13th and Sept 27, 2022 we attempted to come to an agreement on the work that needed to happen to resolve our sewer problems. ASAP Plumbing failed to deliver on their commitments on multiple occasions and ultimately resulted in my decision to terminate the relationship on the 27th.I was informed by their team on that date that a full refund would be issued. As of Oct 5, 2022 the deposit had not been refunded. I called back that day to the rep that was responsible for our contract and was advised that I would get a call from the office staff. As of Oct 7, 2022 still no call so I emailed. ASAP Plumbing responded to my email stating due to a staff members family issue, my refund was delayed but would addressed and the refund could take some time. As of today, Oct 12 theres still no refund.My outreach to the BBB is to seek support in obtaining our refund and ensure that this organizations business practices are appropriately accounted for. Buyer beware.

  

  Business Response

  Date: 10/12/2022

  The customer was told on a couple occasions that a refund will be used , that actually was processed today on 10/12/22.