Complaints

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

close

Find a Location

Earl's Performance Plumbing has 4 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Earl's Performance Plumbing

  2264 Park Ave Chico, CA 95928-6705

  
• 

  Earl's Performance Plumbing

  PO Box 6302 Chico, CA 95927-6302

• 

  Earl's Performance Plumbing

  855 Commerce St Ste B Redding, CA 96002-0641

  
• 

  Earl's Performance Plumbing

  1855 Diesel Dr Ste 10 Sacramento, CA 95838-2433

  

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:09/14/2024

  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.

  Earl's Plumbing showing up with a manager to fix the ****** dollar well I said don't work for the 4th time and threatened me about what would happen if I took legal action like he was strait out trying to muscle me said I have a contract and there's nothing i can do I'm stuck with a fancy well system that didn't fix the the reason they were here in the first place! Is that policy? The second they said its my problem I said i wanted my money back and after weeks of ignoring my request and waiting for a call that never came to dispute the fact that they were hired to fix the well, not say it's the reason the system don't do what sold me and then tell me how many more thousands to fix the problem I started out with why is it now I'm told this after already doing there job for them yes I was told to narrow it down to find the problem and convinced me to buy and install pressure switch then control box oh must be the pump so changing my whole system and then identify problem with the well that makes system no better than the old one it's my fault and system does what it's supposed too? I can't even run 2 sprinklers at once and I was assured the upgrade would fix the problem, no now it cuts water altogether so I'm stuck in a contract for ****** and bullied for wanting the other system back..... nothing was fixed so tell me again why it's the ***** and my fault?    

  

  Business Response

  Date: 10/10/2024

  At Earl's Plumbing, we take customer satisfaction seriously,and we strive to ensure all of our clients receive high-quality service. In response to the complaint regarding the well system installation, we would like to provide the following account of events based on our detailed service records and interactions with the customer:
  

  July 26th - Installation
  On this date, we installed a new well pump at a depth of 180 feet, with the static water level at 90 feet and the bottom of the well at 190 feet. The following components were installed:
  -New subdrive 30
  -180 feet of new drip pipe
  -180 feet of 10/3 flat wire
  -New stainless steel couplings
  -1.25" check valve
  -New torque arrestor and well seal
  -9 GPM **** valve due to the ***** slow recovery rate
  We also removed the pressure switch and installed a junction box in its place. The well was flushed until the water ran clear, and the system was brought up to pressure and tested for leaks. An expansion tank was installed at the well head to prevent water hammer caused by the **** valve. At this time, we advised the customer that overusing the water could cause the pump to fault out due to a dry run, but the pump would automatically restart after a couple of minutes. The system was functioning as designed based on the well's limited recovery rate.

  
  July 31st Service Call
  A few days later, the customer inquired about installing a storage tank for irrigation purposes. The well system we installed was functioning as intended but struggled with the irrigation system due to the ***** limited recovery rate. We explained that the ***** natural slow recovery would prevent it from meeting the high demand for irrigation and recommended the installation of a storage tank. The customer chose not to move forward with this option but requested advice on how to plumb an existing tank. At the conclusion of this visit, the customer expressed satisfaction, and no additional work was requested.

  
  August 16th Service Call
  During this visit, we adjusted the system and installed a 6 GPM **** valve. The well was functioning as expected, maintaining ***** psi at full flow. However, we again informed the customer that the well was not recovering fast enough to meet irrigation needs. We advised against using the irrigation system due to the ***** slow recovery rate. Despite this advice, the customer continued to run irrigation. The customer expressed satisfaction with the systems performance inside the house and was aware of the well's limitations for irrigation.
  

  September 9th Service Call
  On this visit, our technician verified that the system was functioning exactly as it should. The pump was operating correctly, and the well system was performing within the designed parameters. The ***** slow recovery remained the limiting factor, particularly in relation to irrigation.
  

  September 13th Service Call
  Our technician, along with management, arrived to further inspect the well system. Upon arrival, the pump was running, and the hose bib was wide open. We closed the hose bib and allowed the system to pressurize. The system was operating as installed. However, once again, it was evident that the well was not recovering fast enough to support any irrigation use. Management scheduled a follow-up call with the customer to further discuss the situation.
  Allegations of Bullying
  

  We take any accusation of unprofessional behavior seriously. At no point was any member of our team instructed to threaten or intimidate the customer. Our teams goal is always to provide clear, honest communication regarding both the technical aspects of the work and the contractual obligations. We regret any misunderstanding that may have occurred and are more than willing to discuss any remaining concerns in a respectful manner.
  

  We have consistently done our best to offer solutions to the customer's situation, including advising them to install a storage system or drill another well to meet the irrigation demands. The ***** slow recovery rate is a natural limitation that cannot be addressed by changes to the installed system, and this issue would have persisted with the previous system as well.
  

  We value all feedback and remain open to further discussions with the customer to clarify any remaining concerns.
  Sincerely,
  Earl's Plumbing

  
  

  Customer Answer

  Date: 10/15/2024

  I am rejecting this response because: I'm definitely not a satisfied customer before I agreed to start work it was clear what I needed and the whole irrigation thing was my idea inplace of said system not along with it! I asked if it would work with old system and after told about recovery issue and already installed new system I brought up again along with asking for refund now demanding one because I'm expected to pay thousand more to fix what was supposed to already been fixed my implement is all I needed and a new pump after installing everything but pump I was sold on system thatwould eliminate Need for other equipment and now this I'm not a plumber but I spoke of sediment issues and blowing out casing before committing to anything and I was convinced I was getting the fix I didn't get the excuses for why that wasn't done or anything about original issue until after work started and trying to get a refund since furthermore I have witnesses and security cam footage of conversation manager threatening me and never received any response or request to speak to whoever I needed to talk to about this situation 
  

  

  Business Response

  Date: 10/29/2024

  We acknowledge your concerns and would like to reiterate that throughout the project, we communicated the limitations of your well's natural recovery rate and the implications this would have on water usage,particularly for irrigation purposes. Our team explained that while the system we installed is functioning as designed, it cannot compensate for the slow recovery of the well itself.
  Addressing Specific Points:
  -System Functionality: The equipment we installed, including the well pump and the additional system components, are working correctly. The issue is with the ***** capacity to produce water, which we advised could become problematic for irrigation purposes. This was noted multiple times during our service visits, and we explained that adding a storage system or drilling another well would be the most viable solution for increased water usage demands.
  -Sediment and Casing Concerns: Regarding the sediment issue and well casing, our technicians did not find any evidence that this was a cause for the well's underperformance. The challenge stems from the well's slow recovery, not from sediment blocking or damaging the well system.
  -Irrigation and Initial Expectations: While we understand that the irrigation needs were discussed, we were clear that the new system would not solve the well's inherent recovery rate issue. The new pump and system we installed were meant to maintain household water usage, but high-demand irrigation requires more water than the well can provide.
  -Threat Allegations: We take accusations of unprofessional behavior very seriously. To our knowledge, no inappropriate behavior occurred during our interactions, but we are happy to review any specific claims or evidence you can provide. We encourage open and respectful communication and would appreciate a direct conversation to resolve any misunderstandings.
  Moving Forward:
  We are still willing to explore further solutions, including discussing potential upgrades, storage options, or collaborating with a well drilling specialist if necessary. However, the system we installed is operating as intended based on the limitations of the well itself.
  We remain open to working with you to find a satisfactory resolution.

  Customer Answer

  Date: 10/31/2024

  I am rejecting this response because: I asked if this would fix my problem, it did not! I was told a refund is not an option in the beginning I spoke of water recovery silt etc before work began as well as other options to fix well what makes you think I would spend my fixed income on anything that didn't fix the water, this outrageous and I'm also requesting a letter to transunion  carecredit canceling my 0 balance card caused by this unnecessary upgrade 
  

• Initial Complaint

  Date:08/18/2024

  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 called Earls Plumbing to snake the pipe under the shower because the shower was draining very slowly. My husband and I are 70 years old, so it is harder for him to crawl under the house so we mistakenly trusted Earls Plumbing. I expected the cost to be $200 or less. On July 2nd, 2024 an employee named **** who was employed by Earls Plumbing arrived to clear the plumbing below the shower. After about 30 minutes, he said his snake couldn't clear the line so he needed to replace 3 feet of pipe and the new cost would be $1,100 and I reluctantly agreed. An hour later he called to say that didn't work so he needed permission to replace 6 more feet of pipe between the shower and the bathtub which would cost $2969.25. I said no... When he left there was still dirty water on the floor of the shower. The next day, my husband crawled under the house, removed an endcap, then snaked the pipe which cleared the drain. It was hard for him to crawl under the house but it was an easy fix with a snake. My husband took pictures if needed of the plumbing showing that only a few inches exists between the shower and bathtub, not six feet. **** unnecessarily replaced less than 2 ft of pipe which didn't fix the problem. The pipes did not need to be replaced and he exaggerated what he actually did. Then he lied about needing to replace $2,969.25 of pipe that doesn't even exist between the shower and tub. The shower and tub pipes are together, not 6 feet apart. My husband fixed the problem the next day with a snake.. We feel that most people cannot crawl under the house to see what work is needed or done so Earls Plumbing charges for unnecessary and undone work. This should be illegal. I don't feel that I should pay for unnecessary work yet I don't want to be taken to collections for the $1,158.57.

  

  Business Response

  Date: 08/21/2024

  We were made of aware of this issue. We had scheduled one of our managers to come back out to double check our technicians work resolve the issue. This property is a rental and they did not want to disturb their tenants and the appointment was cancelled. We stand by our 100% satisfaction guarantee and have zeroed out all charges for this job since we were not able to gain access to inspect. We have implemented more controls in our processes to prevent issue of this nature in the future. We have contacted the customer and have resolved this matter to their satisfaction and will not be collecting any amount for work performed. 

• Initial Complaint

  Date:01/17/2024

  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.

  On Dec. 11, 2023, ****'s quoted, and was paid, $1,133.59 to install a customer-provided hot-water recirculating pump, an inexpensive (< $20) bib on a PVC standpipe and fix a leaking frost-free hose bib. Total on-site labor time was approximately 45 minutes. On Dec. 12, I contacted ****'s to inquire about the charges as they seemed excessive for the minimal amount of time and materials expended. ******* manager "****" acknowledged that they erroneously charged me for the pump, which I provided (and was so specified on the invoice.) He also explained that the frost-free hose bib fix is not a long-term solution and they do not claim it as such, but offered no explanation of why they charged $637.49 for approximately 30 minutes of labor and a replacement stem part. I acknowledged that the tech explained that this exterior repair was not permanent and likely would leak again in the future. However, the implication -- and my understanding -- was that the leak would be stopped for a matter of years, not minutes. ****'s then credited me for the erroneous pump charge ($286) and reduced the bib leak repair to $337.49. The leak was never stopped and continues to leak to this day (January 17, ****), as it did prior to the "repair." A "non-fix" is not equivalent to a "short-term fix", which was promised and paid for. The $286 charge for the self-provided pump, discovered by the customer, could be considered fraudulent and the pricing predatory to senior citizens. In light of the hose bib leak remaining unfixed, I seek a refund of the full amount of charges for that undone repair -- $337.49. For the benefit of future senior citizen customers, I request that ****'s be required to provide detailed itemized invoices to all customers in the future, clearly showing labor time and specific parts costs. The itemization should also be presented in the quotation of charges to customers prior to starting a job.

  

  Business Response

  Date: 01/29/2024

  Dear *******************,

  We sincerely apologize for the inconvenience and dissatisfaction you experienced with our service on December 11, 2023. At ******* we strive to provide exemplary service, and it is disheartening to hear that we fell short of your expectations.
  We appreciate your detailed account of the issues you faced, and we understand the frustration caused by the miscommunication regarding the hot-water recirculating pump and the perceived lack of a long-term solution for the frost-free hose bib repair. We value your feedback and take this matter seriously.
  

  In acknowledgment of the errors in our billing and the unresolved leak issue, we want to assure you that we stand by our commitment to customer satisfaction. We have reviewed your case, and we will be issuing a full refund of $337.49 for the incomplete hose bib repair, as requested.

  We genuinely apologize for any inconvenience this situation has caused you. Your satisfaction is of utmost importance to us, and we appreciate your understanding as we work to rectify these issues.

  If you have any further questions or concerns, please feel free to contact our customer service team at *************.

  Thank you for bringing this to our attention, and we appreciate the opportunity to make things right.
  Sincerely,

  **********

  Earl's Plumbing

  Customer Answer

  Date: 01/29/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.