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:06/17/2025

  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 above company provided plumbing services for the above address. The homeowners are elderly. Work commenced and an individual signed for work to be completed on the property. Work commenced on June 2, 2025. There were told a new septic was needed and the charge was $52,000, yet we cannot see were aseptic was installed. The home owner is my 90 year old mother. I had some concerns of the high cost and contacted the contractor. I asked if it was permissible for me to review the contract and a breakdown of services provided. When I first asked about the property I was told they did no work, only to later find out it was her husband who authorized this work. Mr. ******** is not on the title of the house and cannot authorize work to be done. This house is held in a trust. I am still not sure how they obtained the necessary permits. I informed the office manager of this and they still refused to send me any paperwork. I was told only Mr. ******** could let authorize this. After I hung up the phone, the owner calls Mr. ******** and threatened him with a felony. We have every intention of paying the bill but I would like to see the services rendered. the original amount quoted was $24,000 and was paid, only to be informed in the middle the project that it was going to be $42,000 and final bill was $52,000. It is my opinion they took advantage of the age and lack of technology to understand the magnitude of work. They had no choice but to agree because the work had already commenced. How to you go from a bid of $26,000 to a final bill of $52,000? There appears to be a lack of transparency.

  

  Business Response

  Date: 06/23/2025

  In response to Complaint #******** the complainant, we assume, is the daughter of **** *** **** and stepdaughter to *** *******, **** ***s husband.  The daughter did call in and ask for copies of all invoices with detailed explanation of the work performed.  We informed her that we were happy to provide those with the permission of the homeowners *** or **** ***.  The daughter stated that her mother, not ***,was the homeowner and was not authorized to approve work done at the property . We explained that **** *** was present and allowed *** to approve all work and write the payments in the form of checks.  Yes, the parents are elderly, however they live on their own, are completely coherent and understood all phases of work performed.  At no point in time was it stated that they were not in charge of their affairs.  None of their children were present nor did they ask us to speak with someone else (including **** ***s children) before proceeding with any work.  We informed the daughter that *** had written a check for the balance due but was waiting for funds to become available.  The daughter stated they did not have any funds, but that *** and **** *** were asking the children to help them.  When it was explained that the check was written for $27,000 and that this was not a simple misunderstanding if they didnt have the funds but could be seen as intentionally misleading us that they had the funds just so we would perform the additional work.  The daughter became upset that we may have mentioned to her parents the severity of the matter, we reassured her we hadnt.  We had not had a conversation with *** nor **** *** about the obvious possible legal consequences because until our conversation with the daughter there was no indication that they may not have the funds. 
  
  When we hung up with the stepdaughter, we called their home and *** answered.   We informed *** his stepdaughter called on their behalf.  He said he didnt know why she would have called. We told *** that she said they didnt have the funds necessary to cover the check and he stated that no he didnt yet but that he was working on it and only needed a few days.  He said his stepson **** would be the one to speak with and *** would call us once **** came to their home.  Permission was not given to provide the stepdaughter copies of the invoices, nor did the daughter leave an email to do so nor did the daughter call back checking to see if they would be sent. 
  
  The next day *** called and asked if we would speak with **** who was there with him at the time.   We provided **** with a brief explanation of the work performed and sent him copies of all invoices to his email (see attached).  These invoice copies were in addition to the copies already mailed via ***************** to *** and **** ***.  The office also offered to have the owner call and speak to **** to discuss the details of the job as he was not only present at various stages of the job but was in constant contact with the technicians that oversaw the job.   **** indicated that he would review the invoices and let us know if he had questions.  *** got back on the phone, and he then said that he could not come up with the full amount of $27,000 to cover the check written but that he could pay $21,000 by cashiers check  on Thursday, June 19, 2025 which would be two weeks after the check date of  June 4,2025.  We agreed to wait for *** to bring the payment to the office and that he could speak with the owner.  The owner is the one that would be able to authorize a discount of $6,000.  *** agreed.   
  
  Once the office made the owner aware of what had transpired with *** and his stepchildren, the owner called  ***.  *** did not have any questions about the work performed, the amount due nor did he state that his stepson had any further questions. The owner indicated that he would be willing to consider a discount but that they could talk further once *** came into the office on Thursday.   *** stated that he would be at our office at 2pm.  
  
  On Thursday afternoon *** called and said he wasnt going to come into the office today after all and that he would bring a check for the full amount the following Thursday, June 26, 2025  or Friday, June 27, 2025 but since he stated he would now be able to pay the full amount, The owner agreed to wait the additional week.
  
  In conclusion, we did get approval for all work and pricing prior to each phase of the job by *** alongside **** *** therefore showing *** had **** ***s approval.  *** wrote a check in the amount of $27,000 showing agreement and intention to pay.  We did speak with and provide copies to **** ***s son ****. During the owners last conversation with ***, he did not indicate that he, **** *** nor ****, had any unanswered questions nor complaints.   *** did state that he is a man of his word and will be paying the full amount due at the end of this week.  To our knowledge,*** nor **** *** are aware of this complaint by **** ***s daughter since we have spoken with *** and **** after this complaint was submitted, and our payment agreement  still stands.  We respectfully ask that this complaint be dismissed due to the facts stated above and the complainant is not our customer. 

• Initial Complaint

  Date:03/11/2025

  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.

  On March 10, 2025 I called Plumb pro because my furnace was not working properly. It was kicking on then shutting off, kicking on off cold air was coming out of the vents. They sent a technician over his name. Was ******* who put some little gadgets on the motherboard And the motor and told me I needed a new control panel and a new motor on my eight-year-old furnace he went out to histruck for 20 minutes came back in with an invoice telling me that the charge would be over $2800 to replace both these items I was like floored because its only an eight year old furnace. I told him no he left. I called another company Mondo heating and plumbing. came out the next day fixed the flame sensor for $50. Thats all he charged me told me nothing was wrong with the motor and nothingwas wrong with the control board, ******* told me that unit last another ************************************************************************************************************************ the owners name then when I insisted she told me his name was **** and put me on hold I will say **** did come to the line he refunded my $74 that I paid to ******* to give me a wrong diagnosis and try and ripme off for $2800. I say shame on you, **** and shame on plumb pro for trying to rip people off. Do not use this company. Theyre not honest honesty goes a Long Way, ****. And the readings, ******* was getting on his little gadgets. He hooked up to the furnace. Were not the same readings two different furnace people whohooked up their gadgets to my furnace got again shame on you ****

  

  Business Response

  Date: 03/18/2025

  *******,

  We appreciate your honesty in this matter.  We had a dishonest employee that was fired due to his improper diagnosis and attempt to do work 'under the table'.    Of course, we do not train our technicians to steal from our own company after the company spends thousands of dollars on technical training annually.  We have already refunded your service call fee and you stated that you were waiting to see it reflect on your account.  You also stated that this was a satisfactory solution but instead chose to post an additional review.  We looked up this other business with the name of '*******' in the State of Colorado database and it does not exist nor is it a licensed HVAC company.   We may have incomplete information, so it is possible it is not coming up in the search. In closing, it is very unfortunate that you are choosing to punish our company with bad reviews as we are both 'victims' of this individuals poor judgement.  Again, we apologize for this poor experience.  We in no way would want to inconvenience our customers with this unfortunate situation.  Our sincerest apology. 

  ****** *****/President

  
  

• Initial Complaint

  Date:02/25/2024

  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 Jan 30, 2024 I called Plumb Pros because our bathroom sink would not drain. They sent out ***** to work on our sink. He snaked it with an electric snake. He told us that the clog was in the wall and he was not able to fix it. ***** told us that the pipes were not copper it was galvanized pipes. He charged us $220.46 after our ***** discount coupon. We had to call our building maintenance because he told us the problem was in the wall and he couldn't fix it. *rior to ***** leaving there was water leaking onto our floor, there was no water leaking prior to him using the electric snake. ***** told me there was nothing he could do. The head of Building Maintenance at Windsor Gardens, ******************* came and had to cut into our wall to see the problem. He determined that there was a newly created hole in the copper pipe elbow joint. This was not a building maintenance problem. I then called Plumb Pros back and explained the findings. They stated that they were not responsible and would give me a quote to repair it. I let them know that they were in fact responsible since there was no water leaking onto my floors prior to them coming. I spoke with someone who told me they were a manager who was very rude and said they were not responsible. They noted on the receipt that they mailed me that there was a clog in the * trap. However ***** said that there was not a clog in the * trap, the issue was in the wall. I then called ***************************** from Word of Mouth Plumbing and Heating who is a Master Plumber. He had to replace the elbow and a piece of pipe. He also commented on the newly formed hole in the copper pipe. I had to pay 6***** for this repair that was caused by ***** at Plumb Pros. I also still have to repair the hole in the wall. Plumb Pros did offer to refund our money but I did decline at the time because I feel they are responsible for the damage they caused. They told me if the refunded the money they were not responsible.

  

  Business Response

  Date: 02/27/2024

  Please see the attachments for our response.

  Thank you.

   

   

  Customer Answer

  Date: 02/28/2024

   
  Complaint: 21343848
  
  I am rejecting this response because:  We are aware that the pipes in our building are older however deterioration of the pipes would not have caused a round hole pushing out the pipe the size of the electric snake.  A hand snake should have been used to prevent the hole.  Plumb Pros did not provide an estimate to repair it and they did not cut the hole in the wall,  our building maintenance did.  They offered to provide an estimate for repair a day later that we declined for them to provide due to our lack of faith in the service provided and the lack of professionalism we experienced.   We did decline the refund at that time because they told us if we accepted a refund they were not responsible for damages.  I would like my money refunded that I paid PlumbPros and for them to pay for damages they caused.  I understand that PlumbPros feels that they are not responsible but they caused a hole in the pipe that deterioration would not have caused.  They didn't offer to have a manger come out to assess the techs work.  The only response from PlumbPros is we are not responsible.  I would accept if they would refund my money and split the cost of the repair made by Word Of Mouth Plumbing.   At a minimum they should refund the money I paid to them.  
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 02/28/2024

  Please see attached response.

  Thank you.

  Customer Answer

  Date: 02/28/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I realize you will not take responsibility for any of the damages.   Please refund the money I paid to you.  How will it be refunded?  Will you mail a check?  When can I expect the refund?   
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 03/04/2024

  Thank you for allowing us the opportunity to resolve the situation and are pleased we were able to come to a mutual agreement.  We will mail a check to you in the amount of $220.46 today.

  Thank you again.
  

  ***********************/President

  Customer Answer

  Date: 03/04/2024

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

• Initial Complaint

  Date:11/14/2022

  Type:Billing 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.

  Their work from their team was professional, thank you. The business end is not integral. We needed quick service and pay methods were check or credit card, we could be invoiced after first service. Since the work was being done in 24 hours, we had to use credit card (our corporate office is in *******, there was not time to even overnight a check.) At no time were we told that there would be an additional fee added to our invoice to cover the fee that the credit card company charges them, for processing, and no amount listed in the bid. When seeking a copy of the paid invoice, I spoke to an office manager and I was told "just as you take money out of an ATM and there is a fee, you should expect a fee for paying with a CC." (In my business career, I have never!) I never was made aware of this extra fee, and this fee is not listed on the bid/invoice. the fee is $626.80, a very substantial amount. I expect them to remove the fee from the charge and in the future ensure that they list that fee on the bid/invoice so we know up front that there is a fee and what it is.

  

  Business Response

  Date: 11/18/2022

  To whom it may concern:

  We are pleased to hear that the service experience was to their satisfaction and that the new equipment installed is working well. 
  In regards,  to the payment terms, the credit card company fee of 4% was discussed multiple times with the customer.  At the time the bid was given it was not yet decided by the customer as to the method of payment, so an exact amount was not given but the 4% fee was quoted.  Again,at the time the customer called to schedule the work, it was explained by the office that we are C.O.D.  Because we had not performed work for this company to establish a relationship which includes the courtesy of NET 10 billing.  Therefore,could not be billed but would need to pay by cash, check or credit card upon completion.   In addition, the exact amount to be charged to the customer for the fee charged by the credit card company was given to the customer over the phone at the time the credit card was charged. Please see attached signed invoice copy that shows the customer is aware of the credit card fee. 
  
  The credit card fee monies are not charged nor received by Plumb Pros.  However, in the interest of our customers satisfaction with the entire experience with Plumb Pros, we would like to extend the offer a refund of 50% of the credit card fee paid.  If the customer accepts our offer to remedy this situation, we respectfully ask that the customer please remove all of the other online negative reviews or adjust to include our efforts made to remedy the situation as it could be viewed as an attempt to unnecessarily and unfairly slander our company to negatively affect our business by hindering our ability to acquire new potential customers resulting in a loss of revenue.  We are hopeful that being a fellow business there would be an understanding that although every attempt is made to ensure a positive experience, we sometimes miss the high bar we set for ourselves.
  
  Please contact us for any further clarification regarding this matter. 

  
  Sincerely,
  

   

  
  ***********************
  President

  Customer Answer

  Date: 11/22/2022

   
  Complaint: 18400516
  
  I am rejecting this response because:
  
  

  The statement that they discussed a 4% fee with me is absolutely false.  No one from the office or the tech crew shared that with me.  On the bid, there is no amount listed or explanation of what the fee would be.  That is my point.  The emails we had back and forth to confirm this work never included words about a fee.  When I did call to call that into question the staff member was rude, condescending, and unprofessional.  I was told that since there is a fee at most atm's I should be used to extra fees.  I have used 3 other vendors in the last 90 days, and paid with a credit card.  None of them charged an extra fee.  This companies policy of not CLEARLY stating what the fee will be AND including it in the bid amount boarders fraud.  It is certainly not integral, professional, or usual.  

   

  Sincerely,
  
  Royal ****

   

  

  Business Response

  Date: 12/06/2022

  To whom it may concern:
  We are pleased to hear that the service experience was to their satisfaction and that the new equipment installed is working well. 
  In regards,  to the payment terms, the credit card company fee of 4% was discussed multiple times with the customer.  At the time the bid was given it was not yet decided by the customer as to the method of payment, so an exact amount was not given but the 4% fee was quoted.  Again,at the time the customer called to schedule the work, it was explained by the office that we are C.O.D.  Because we had not performed work for this company to establish a relationship which includes the courtesy of NET 10 billing.  Therefore,could not be billed but would need to pay by cash, check or credit card upon completion.   In addition, the exact amount to be charged to the customer for the fee charged by the credit card company was given to the customer over the phone at the time the credit card was charged. Please see attached signed invoice copy that shows the customer is aware of the credit card fee. 
  
  The credit card fee monies are not charged nor received by Plumb Pros.  However, in the interest of our customers satisfaction with the entire experience with Plumb Pros, we would like to extend the offer a refund of 50% of the credit card fee paid.  We are hopeful that being a fellow business there would be an understanding that although every attempt is made to ensure a positive experience, we sometimes miss the high bar we set for ourselves.
  
  Please contact us for any further clarification regarding this matter. 
  Sincerely,
  
  ***********************
  President

• Initial Complaint

  Date:10/28/2022

  Type:Billing 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.

  8/3/2022 - water line issue causing water damage and contacted Plumb Pros **** They arrived and stated they can fix but will require water remediation first. Referred to Deep Water who then also came to initiate remediation. ******* with Plumb Pros presented 3 options stating have to pay upfront. The 3 options were generically hand written with a range of $4490-6953 on a form. Due to urgency and pressure by ****************/ Plumb Pros; I opted for $6953 which was to include "soup-to-nuts" so wouldn't have to worry about hiring multiple contractors. 8/4/22 - ******* replaced the kitchen sink hot & cold piping (2-3 hrs). 10/8/22 - ******* installed the Sink and Faucet (3 hrs). I asked for an itemized receipt now that the work was completed and he referred me to his admin staff. I called and spoke with ******* on 10/11/22 and requested an itemized invoice/receipt for tax purposes and my records and she said she would call back. 10/13/22 I had not heard back yet so I sent an email request and ******* responded by sending a generic form that states $0 paid. 10/14/22 - sent her another request reiterating I have nothing issued by Plumb Pros indicating the amount I paid and for what services. 10/14/22 went to Plumb Pros office and met ******* and restated my request. She introduced me to ****** who spent 10 min searching for paperwork but stated she could not find anything at the moment. She confirmed my correct email and stated she would send an itemized to me. 10/21 - sent another email response and left a voice message with no response. 10/24/22 - sent another email request and still no response. ******* requested I give a ****** review and initially gave a good one prior to completed job ******* learned!) I have since updated that review as of 10/24/22 to a 1 star and warning to other possible clients. We do have some quality concerns as well but we have not contacted them over this just yet as I'm trying to just receive an invoice first -Thank you for your time.

  

  Business Response

  Date: 10/31/2022

  Tell us why here...
  We do sincerely apologize for any inconvenience.  Our records show (copies attached) that an additional copy of the invoice date 08/05/22, which has the amount paid, was emailed to the customer on 10/21/22. The customer also came to our office the same day to get a copy of the invoice dated 08/05/22 because she didnt want to wait for a printed mailed copy that we were also going to send. These copies were in addition,to the original sent on August 8, 2022. Unfortunately, the original invoices we send sometimes go into junk mail. 
  In researching this customer concern, it was determined that the confusion was in part due to the customer called in for service and was given invoices under the name of *********************************  not ***********************************.
  It has been explained to the customer at the time the work was performed and when additional copies were requested that all pricing is provided up front prior to any work being performed and approved by the customer.  We are flat rate company and do not itemize the charges.   Those copies where the charges and the work was approved prior to commencing had been provided and even submitted by the customer to the ********************.  However,we can provide a general breakdown that is accepted by insurance companies that we work with which varies by job to job but is basically 20% to 30% parts and materials and 70% to 80% for labor and other costs pertaining to the specific job or general operation. 
  Again, we do apologize for the inconvenience pertaining to the invoice copies but are glad to hear that all work performed has been completed to the customers satisfaction. 

  Customer Answer

  Date: 11/14/2022

  Thank you for allowing time to respond and apologize for not meeting the set deadline for *******************************

   

  There are discrepancies regarding the business's response. Business states they emailed a receipt on 10/21 which was the same day I came to the office because "I didn't want to wait". I will try not to take further offense? (love the finger pointing; Great Cust Svc skillset going there). 

   

  Pls see below screenshot of this business's response after multiple calls to their office-leaving messages with no response. Finally had to wait until the Tech/Plumber, *******, came back from his **** to finish this job to voice my concerns.  Finally I received the email below which is dated 10/11/22. The receipt attached to the email is a receipt reflecting $0 paid (see below). After those screenshots you'll see a further timeline dating from 10/13 up to 10/21showing my attempts to receive this info.  I arrived at the business's location on 10/24 during my lunch hour. I met both ******* and ****** who seemed disheveled and clearly unable to locate my requested receipt or any info regarding my account with them? I provided them a copy of the $0 paid itemized "receipt" I printed from my email she sent and handed it to her which clearly had my "invoice #" listed right at the top?  I waited as long as I could and watching them fumble around seemed useless so I kindly offered to allow them time to locate the itemized invoice/receipt and email over.  ****** had to take down my email (again) and said she would email it to me. I should mention, ******* nervously stated, "***** called you back this morning".  I stated to her that I did not have any incoming calls listed nor voice messages. 

   

  Luckily my phone recorded our entire interaction/conversation and happy to provide that as well. 

   

  This company seems to take advantage of those in a crisis situation, under duress; placing severe pressure  with the need to pay upfront first and foremost prior to any triage. They most certainly received their pay prior to an itemization of what work was being done and associated fees as I'm facing a no-win situation. 

   

  The Tech (*******) maybe spent 8 hrs of labor and reflected more concern of when he was arriving home to his newly moved in fiancee (on the phone with her while in my kitchen) then completing a $7k job. We had to tighten all his plumbing, left loose RO water spout through the sink, pea trap 1/2 hr after he left started leaking because he did not run hot water through. His modified sink brackets did not/are not holding and still needs to be addressed AND overfilled the caulk line (I still have caulk coming out of the sides of the sink!)   Pictures available 

   

  Prior to the Tech (*******) taking off for 3 weeks in between my $7k job; he left his waterline pipes sticking 2 ft from the flooring causing more labor on our end when installing the sink cabinet. ***, he actually had the arrogance, upon his return to "finish" the job, stating.."well, I won't charge you for having to put back my pipes."  Wow! Not sure if that was pure ignorance or arrogance? Cabinet needs to be installed prior to sink.  

   

  I did not receive any communication or phone calls during the 2.5 month wait for completion explaining next steps. This was also of great concern and felt like a real fraudulent moment.  I was able to get a hold of ***** at one time to try and understand for the $7k I had to prepay - when do I get to view my sink options? faucet options? like are there preferred vendors I should look at? I was so confused.  This ***** states "******* will take care of you and meet with you to go over that".   That opportunity didn't come until ********************* us with his presence to "finish" the job. When I asked him so how do I select a sink? He literally seemed dumbfounded? I was so over it by then and just wanted a working kitchen (going on 2.5 months) I told him I'm simple and just need this done and asked his opinion for a lack of better words and very uncomfortable that he had nothing to present? He showed me a pic of a farm sink model at Depot he pulled up on his phone and I said "great". He needed to "reschedule" finishing the sink from that set 2 month long appt to the following Monday because we then had to have the countertop cut for the sink. 

   

  No sink or faucet options. No process in place. Clearly ******* was shooting from the hip and we were so desperate to have a running sink; it was just please show up with a sink and faucet and finish!

   

  The sink is $500 FMV and Faucet $150. Supposedly I have 2 yr "warranty" and do need to resolve the loose fittings, brackets and my sink drowning in caulk. 

   

  My Fiance is a professional in both commercial and residential construction for over 30 yrs and states he's never come across this type of global billing? Leaves us both feeling like there's something very shady about this.  We need this business to "stand by their word and warranty" and schedule to come out to fix the loose fitting RO, brackets and address the caulk issue. 

   

  Have also alerted this business that **** is in the process of being notified with first level grievance. 

   

  I have nothing from this establishment reflecting the value of goods/services equating to $7,000 spent. Services/Product provided are not meeting standards and needs addressed as per their warranty. I do have phone logs, emails, a $0 bogus invoice and a full recording of my conversation with office staff for further investigational purposes.  

   

  Thank you and apologies for this less then put together response but due to the time frame I wanted to get this back as soon as possible. 

  

  Business Response

  Date: 11/21/2022

  Tell us why here...

  To whom it may concern:
  First, we would like to be clear that the customer has not yet called our office to notify us of any problem with any of our work performed.  This is the first we have heard of any loose fittings, loose brackets or cleanup of caulking.  There would not be any charge for this work as it would be covered by our warranty. 
  Second, as it was previously explained, the discrepancy on different names used (Whatton and Gravasis) did cause confusion on how the invoices were saved in our system.  All invoice copies have been provided to the customer on multiple occasions in multiple forms including email, US postal service mail and printed copies.   Also, the zero-dollar amount was on an invoice for a return visit because nothing was collected at that time.   The only invoice that will have the total amount of the job is the original invoice that that amount was paid. 
  Third, we do not have Global pricing but instead have Flat Rate pricing which is a common practice by many or even most service companies.  Flat Rate pricing is when a customer is given the price up front, the customer approves the price and then the work is performed.  No more blank check situations of the past based on how long it takes individual plumbers to complete tasks.    
  Fourth, we are C.O.D., therefore money is not requested nor received before the work is completed. However, as an industry standard, a 50%down payment is required on any large job (jobs exceeding $5,000.00) but in this case, the customer only paid $2,000.00 in the form of a credit card, which is less than a 30% down payment of  the $6,953.00.  The balance was paid by financing which the customer didnt complete until August 23, 2022. See attached.
  Fifth, a mini remodel which included but not limited to re-piping,new sink, new faucet and a countertop (by another company) is not considered a crisis situation as the customer indicated.  We do not charge overtime rates.  Our only regular fluctuation in pricing is we do not typically waive our service call fee for weekend appointments but the rates for work performed remains the same. 
  Sixth, our technician did a great job according to our notes from the follow up calls we made to the customer.   While our technician was out on a 2 week, not a 3 week, vacation as stated by the customer. The office staff remained in constant contact with the customer and a gentleman by the name of *************  If the matter had become an emergency, we would have had another technician assigned to handle the situation.  Otherwise, it is preferable to have the same technician out at the jobsite as it saves the customer the time and hassle of having to explain each time.  However, the delay was partly due to waiting on the countertop to be installed and the homeowner choosing a kitchen faucet.  The customer never expressed any frustration or dissatisfaction with any of the work, the process nor office communications.  It wasnt until she stated much later in October that she hadnt received invoice copies that she expressed any form of frustration.   We immediately made every effort to provide these copies in multiple forms.  Making recordings of our phone conversation from the very beginning seems odd.   We just dont have this magnitude of a problem with invoice copies with any of our other customers. 
  Lastly, as we are unsure as to what it is that the customer is asking for as a resolution other than the minor adjustments to the loose fittings,loose brackets and cleanup of caulking that we just became aware in this response to the original complaint.  The customer has received multiple copies of all invoices.  In addition, we explained at the time we gave the estimate for work to be performed and again multiple times since that we have Flat Rate pricing,and the price was approved up front. 
  In conclusion, at Plumb Pros we make every effort to ensure that each and every customer is satisfied with not only the work that was completed but that they had as enjoyable experience as possible.  However, we do recognize that sometimes there are personality conflicts or differences of opinions that cannot be resolved.  At this time, due to the personal insults to our staff that are unacceptable and further interaction with this customer would seem to be at our peril of yet another complaint since the customer has gone to great lengths of reporting us on various online ratings sites and even to ****,the regulatory agency for professions, for seemingly minor issues most of which had already been resolved, it now appears to be in our best interest as a company to settle this matter. 
  If the customer would find it acceptable, we would like to extend an offer of a refund of 10% equaling $695.30 that would void any remaining warranty.  This would allow the customer to select another company of their choosing to perform the work for the minor issues remaining.  If the customer refuses the offer, please let them know to contact our office to schedule the appointment.  We would certainly honor our warranties and I would personally supervise the work performed. 
  Thank you for your time and consideration regarding this matter.
  Sincerely,
  
  ***********************
  President/Master Plumber
  
  

  Customer Answer

  Date: 12/05/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find  voiding the 2 yr warranty; refunding $695.30 (10%) is satisfactory to me. 
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:09/02/2022

  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 plumber came to my house, replaced toilet and old toilet was stopped up clean draining, but less than 30 days same issue. They refuse to come out unless we pay again. But we where told by tech the work was warranty. It was not, will never use them again

  

  Business Response

  Date: 09/12/2022

  
  We were originally called out on August 1, 2022 to the customers house for a leak from the upstairs toilet.  We found that the leak was due to a blocked drain.  The drain blockage was due to debris of tile grout, concrete build up and a part of toilet auger from someone elses attempt to clear the drain. We cleared the drain and explained to the customer that we could install an extra thick wax ring in an attempt to create a tighter seal since the ****** is too low and doesnt create a proper seal to allow for proper drainage.  If the repair fails, then it would be necessary to replace the ****** to make it a proper height so the toilet would fit properly.    We tested for leaks several times, no leaks and the toilet was in working order.  No warranty was given on the client supplied toilet nor the drain cleaning due to the possibility of a ****** repair being necessary. Customer indicated they understand the work that was performed and the possibility of it failing and what would be necessary to correct the situation.     
  Customer later called and said toilet is not draining again. However, the original call was for a leaking toilet.  The customer wanted us to guarantee that it was under warranty and that there would not be any charge before they would even allow us to go out to the property. We couldnt do that do to the information on the signed invoice. We offered to go out to the property to properly access the situation at no charge but could not guarantee it would not require additional work. They refused.