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:09/07/2024

  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.

  I was away from my Boulder home for three days receiving medical care in *************. There was a petsitter in my home and I warned her to be careful in using the shower in the bathroom upstairs. I was gone for less than 24 hours when she began texting me continuously with complaints about a giant leak from the upstairs bathroom to the kitchen downstairs. She refused to acknowledge that she had used the shower.I called Planet Plumbing and spoke to the dispatcher. I told him the problem and instructed that I needed a mature able plumber who would take instruction from me only and not the petsitter and who had the ability to locate and fix the problem on his own. When I first called the assigned plumber, *****, he was focused on the toilet. He said he flushed it 5 times he saw a little bit of water. I said no-one flushed 5 times and asked him to look at the shower. He removed the toilet and spent hours driving around looking for a toilet part. I told him to stop looking for the part, to have Planet admin find it and to return when found. He ignored me. He left the toilet in the shower, finally saying the shower had been used and failing to name a problem.*********************** of Servpro and ****** of No Colorado Leak Detection identified the leak area around the shower faucet, at least 4 ft away from toilet. Both said no basis to remove toilet...no stains or evident leaks.Planet charged me $833 for misleading me as to leak source, removing toilet and leaving in tub, requiring further work before bathtub and shower and actual cause of leak could be explored.I worked with ***** at Planet for several years. He was reliable and good. I asked for him but he had left the *** I asked for someone of his honesty and capacity.I was defrauded.Planet completely ignored my instructions, failed to identify or fix the problem and left things worse than they were. I left a message for all 3 Planet managers but no one ever replied.Incompetent, dishonest conduct of business.

  

  Business Response

  Date: 09/12/2024

  ******, thank you for taking my call today. As per our conversation this afternoon the refund process has began and is processing via our accounting department. We hope you consider working with us on future projects, this job was not handled as it should have been and we appreciate you allowing us to make things right!

  Customer Answer

  Date: 09/17/2024

  Dear ******,

   

  Thank you so very much for your help. ******* of Planet Plumbing called last week and offered to have a reimbursement check to me by today, Monday September 16. I did not receive the check and called Planet Plumbing. I spoke to the accountant ***** who had not forwarded the check because he felt I would seek a double reimbursement from a check refund and a return of the original charge. However, he had made no return on the original charge. I was chagrined at the willingness to label me as a disreputable person seeking illegal advantage when, in fact, all the harm was imposed by Planet. I expressed my concerns and this evening ***** drove over with a check in the appropriate amount of the refund. 

   

  I called the credit card company and released the dispute I had placed for return of the check. A long road, but I would not have reached the end without you and the bbb. Thank you again.

• Initial Complaint

  Date:11/20/2023

  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.

  We had a *** ***** installed at our house by Planet Plumbing on Oct 17. The flo ***** installation involved moving the pipes and re-installing the **** After the installation, we started getting "High Pressure Warning" from **** So, the same technician came to inspect it on Oct 26.. Based on the inspection, he reported that a new *** needs to be installed. So, he installed the following ***:************************************************************************************************************************ We were charged $311 for the service. The technician admitted that he should have checked the pressure when he installed *** and we shouldn't be charged for the labor. Since *** should have been checked and replaced during the first visit, I would like to get a refund on the *** installation cost.

  

  Business Response

  Date: 11/20/2023

  When **************, ****, returned to replace the pressure reducing valve, he chose to not charge our flat rate price for a PRV replacement, which is $595. This price includes the cost of the **** additional materials, labor and our warranty. As with any business that sells products, there is a markup on material costs. **** was not authorized to discount $255. The original PRV was well past it's expected lifespan and failed due to no fault of our work. Whether it had been during the original visit or a return visit, we would have charged our standard rate for a PRV replacement. We feel that a $255 is more than fair. We cannot be expected to charge for parts at cost and not charge for labor for a valve that failed due to age and needed to be replaced.

  Customer Answer

  Date: 11/20/2023

   
  Complaint: 20893391
  
  I am rejecting this response because: the technician agreed that it was his mistake and he should have caught the problem first time. We wasted time diagnosing the problem, scheduling another appointment, just because they didn't do the work correctly the first time. Also, the claim that the charge should be 500+ is false because they charge by the hour. Every time I have called them they have told me that.

  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:06/21/2023

  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.

  Planet plumbing gave several quotes and charged a different non itemized rate. Unable to get receipt for itemized time and materials.The work was a hose bib replacement.

  

  Business Response

  Date: 06/22/2023

  The screenshot the customer provided does not show all info. They would need to click/tap the downward facing arrow to the right to see descriptions of each line item. An estimate was provided to the customer prior to starting work. The estimate detailed what would be done and gave a price of $650.00. The customer signed for the approval of the estimate. Work was completed and the customer signed the final invoice approving the work that was done. A breakdown was not provided because $485 of the total is a flat rate item - the hosebib replacement. The remainder was billed at $45 per quarter hour, plus parts. ************** was on site for 2 hours and 23 minutes. If we had only charged for the flat rate item (includes up to one hour of labor), one additional hour and parts, the total would have been $733. The tech chose to charge less as a courtesy. I will attach the invoice which includes the estimate description and the completed work description. I am also attaching the customer's before and after signatures that include timestamps.

  Our tech followed protocol, ensuring the customer was able to make an informed decision based on upfront pricing. A billing adjustment is not justified.
  

  Customer Answer

  Date: 06/26/2023

   
  Complaint: 20218418
  
  I am rejecting this response because:  I was given an estimate verbally for less than final amount and never shown the doc with my initials.  The technician gave me his phone which was on a signature page to approve "starting the work" and same for "completing the work".  Never disclosing that this was to initial any terms, conditions, or both a lump sum and ******* contracts. It is dishonest to deceive a verbal quote and signature page on a phone that is tied to a partial ******* and lump sum contract.  If the rate is $192/hr it should be from time stamp to time stamp with parts and tax.  If it is lump sum, it should be tied to a price book and referenced.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 07/27/2023

  As previously stated, an estimate for the proposed repairs was presented to the customer and the customer approved the estimate by way of signature. If the customer did not agree to the terms of the estimate then they should not have signed the estimate and instead declined our services. The customer's claims are hearsay and are proven false by the documentation provided in our previous response. If the customer chose not to read the estimate prior to signing, that was their choice. As with most contracts, a signature indicating approval of the terms presented is binding. Any issues the customer has with estimated charges and/or a breakdown of estimated charges should have been addressed prior to signing the estimate and allowing Planet Plumbing to begin repairs.

  I suspect the customer is seeking a partial refund. Although a partial refund is not justified, for sake of customer relations, we would be willing to consider the customer's proposal so that this complaint can be brought to a resolution. If our assumption is correct, how much money would the customer like refunded?