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:05/06/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired Paradise Plumbing & Air Conditioning on 4/26/25. I had a leak in my bathroom and water was seepingthrough the tiles spreading to other rooms in the house. The tech from Paradise Plumbing ****** ****, arrived in the afternoon. He removed the vanity and sink, opened a huge gap in my bathroom drywall, and within minutes of having done so, he stated that he had found the source of the leak, copied verbatim from their invoice: 'When sink in use, water leaking in wall at rubber coupling on copper waste arm. SOURCE OF LEAK IDENTIFIED. Solder on brass trap adapter so rubber coupling not needed when hooking up lav sink wastepipe. ISSUE RESOLVED. 3/8" brass caps put on service stop valves. Plastic sheeting placed over hole in dry wall.' ************** declared the leak repaired and issue resolved, he stated that in order to dry the wall and floor he was going to send another tech with Paradise's partner Entrusted, and they came later that night with high tech sensors to detect where the humidity lay, and installed a dehumidifier with 3 fans, for another 4 days until removed on the evening of Wednesday 4/30/2025. The bill for the 'fixed' leak was $1,340.75 and the bill for the drying process was another $1,600, in total $2,940.75.On Thursday 5/1/25 **************** arrived to repair the drywall and install a new vanity and sink, washer and dryer. The handyman patched the drywall, installed the new vanity and sink, and he opened the faucet to make sure the water was running and everything was working, then WATER STARTED SEEPING THROUGH THE **** AND FLOOR again, the same area that Paradise Plumbing declared was fixed. Rapid Handy took the vanity and sink out again, reopened the drywall recently installed, and found again moisture on the pipes, from water that was pouring from the same exact area. I have videos of the still leaking pipes on 5/1/25; I emailed this complaint today to Paradise at ************************************************************************ along with all videos and receipts.

  Customer Answer

  Date: 05/06/2025

  Thank you so much for your help. I just wanted to inform you that Paradise Plumbing and their contractor both reached out to me and stated they will process a full refund. It may take up to 2 weeks. I will keep you updated, and inform you as soon as I see the full refund processed and as a credit on my account. I will not close this complaint yet, until all money is refunded in full. 

  

  Business Response

  Date: 05/07/2025

  At this time both Paradise & Entrusted are processing refunds in full. This client will not have any bill. We have fully resolved this request with the client. As soon as they receive the refunds in full they will also be confirming that this is solved. 

  Customer Answer

  Date: 05/13/2025

   
  Complaint: 23292661
  
  I am rejecting this response because:

  Even though Paradise Plumbing has processed their refund, the contractor Entrusted has not yet processed their share of $1,600 owed. They originally advised that it would take them 2 weeks at most to process their refund. As soon as I see the the total balance refunded and credited to my card, I will advise all parties. 

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

  Customer Answer

  Date: 05/16/2025

  Good morning,

  This is to inform you that I have now received the 2 corresponding credits regarding my original complaint, one from Paradise Plumbing and one from their contractor Entrusted. They both show as credited to my account. 

  Thank you very much for your help. Please close this complaint as resolved.

  Regards,

  ***** ******

   

• Initial Complaint

  Date:08/12/2024

  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.

  We purchased 2 units from Paradise Plumbing & Air Conditioning: An Outdoor Condenser and an Indoor Evaporator. These units were acquired on Sept. 2, 2023 (as indicated by invoice #******) and promptly installed at unit #****, located at **************************************************. According to the Warranty Certificate, one unit is covered for 5 years, while the other enjoys a 10-year warranty.The final purchase price amounted to $5,750, which did not include inspection fees. Unfortunately, since the systems installation in September 2023, weve encountered persistent issues with the Indoor Evaporator. These problems include major breakdowns such as freezing of the Evaporator Coils, the evaporator fan breakdown and stops, constant adjustments to drainage pipes, and an improperly installed thermostat at the time of unit installation. These are just a few of the many issues weve faced since installing the units. The Evaporator unit functions intermittentlysometimes for a few weeks, other times for just a few daysbefore breaking down. Consequently, weve had to call the company repeatedly for repairs. They send technicians to do a temporary fix and then the system breaks down again.Given that the evaporator is still under warranty, weve diligently documented all correspondence and kept records of service visits. We reached out to the company to replace the Evaporator but with no outcome. Our situation is particularly challenging because my 89-year-old father and 85-year-old mother both suffer from heart conditions and breathing difficulties. To mitigate their discomfort, weve resorted to installing fans and dehumidifiers. Weve also made the company aware of their health conditions during every service call.We kindly request that Paradise Plumbing & Air Conditioning reinspect both unitsthe outdoor condenser and indoor evaporatorand replace the malfunctioning Indoor Evaporator and provide assurance that both units will function normally without breaking down.

  

  Business Response

  Date: 08/13/2024

  Original unit was installed 9/1/2023.

  Paradise was out on 1/19/2024 for a drain line issue due to no maintenance and a build up of water in the system.

  Paradise was out on 2/13/2024 - Performed and completed TXV repair test for proper operations before departure.

  Paradise was out on 8/2/2024 - Technician adjusted drain line to ensure unit drain properly and put drain tablets in pan ,also poured water in drain line to see if unit drained properly. unit operating normally.

  Paradise was out on 8/12/2024 - Customer stated that the ** unit had not been working for 2 to 3 days - Arrived on site - blower motor operating correctly - Checked all low/high voltage connections to motor - Found no issues
  Adjusted blower motor fan speed - Unit is operating condition 

   

• Initial Complaint

  Date:07/26/2024

  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.

  After dealing with a plumbing issue, I sought out multiple plumbing companies and chose Paradise Plumbing and Air Conditioning based on their stellar reviews and a 4.9-star rating. **** first visited my home on May 30th, 2024, and initially seemed to resolve the problem. However, shortly after, a new issue arose with leaking extending from my bathroom to my living room.Upon contacting them again, **** returned on June 4th, 2024, and admitted that Paradise Plumbing was at fault, having caused a crack that led to the leak during the initial repair. When **** came back on June 14th, he offered to refund the initial service cost but then demanded to fix the leakage which would have cost more than the initial service cost. I find this completely unacceptable and unprofessional. What kind of company admits to causing damage and then charges the customer to repair it? I cannot recommend ********************************************* and Air Conditioning as I am still experiencing leaking, and have not heard back from them to try and reach a resolution. Hire them at your own risk!

  

  Business Response

  Date: 07/30/2024

          I called on July 28th and was unable to leave a voice mail as it was full.I texted asking for a call back so we could discuss the issue that we had settled back on June 14th and have not received a response.
        I understand you believe our snake caused damage to existing cast iron piping, I had explained you had a clog and the only way to clear the line was to run a cable down. We achieved your request of opening a drain line and making the sewer usable on 5/29. On 6/4 we returned as there is water leaking around a toilet and Pull and reset with new wax seal for the sum of $450.32. On 7/14 we returned as the line has backed up and leaked on to the floor. We ran a camera inspection at no cost and find breaks in the line and roots growing in your pipe. We explained the situation and then we spoke on the phone. During our conversation you expressed your accusations that we broke the line with our sewer cable, and I explained that we are not responsible for the condition of your piping prior to our inspection and that the snake was the only option to get the sewer to flow. I credited back the $450.32 as a courtesy and we agreed that the matter was closed, and you were going to go in another direction

   

  We emailed customer 7/30/2024 - 11:57 as well , attached that here 

• Initial Complaint

  Date:07/09/2024

  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.

  Paradise plumbing ignored my request to come to my unit initially when I had black tar, asphalt coming up out of my shower, bathroom sink and toilet by no fault of my own. The association Riverview Gardens that is being investigated by the state and the management company FYVE that is by far the worst reputation changed there name is now InTempus not only hired a company that was negligent cleaning the roof above my unit and did not close the flaps caused this problem. For the past year or so i have to turn my toilet off and my stem/water does not come out of my bathroom. It took 3 days for Paradise to only come and put a snake and did nothing else. The Association caused this issue and are negligent and Parardise seems to be friends with the people on the board who now have been replaced. I have filed State complaints. This will no longer be tolerated. I have camera in my unit showing what took place. My evidence is overwhelming. To ignore and not replace parts by no fault of my own. This will become a legal matter.

  

  Business Response

  Date: 07/09/2024

  Customer is a tenant of ******************
  We do not work for the tenants directly at this location and are only permitted to perform work at this building with association approval.
  We have no record of any communication and have never serviced this customer's unit (#***).
  We did perform work on the neighbor in unit #*** for a similar issue and the issue was resolved.
  We are not working with the association to ignore this customer's requests. I reached out to the association to determine if there was any work they'd like for us to complete and they have explained to me that there is no issue here. 

  

  Business Response

  Date: 07/09/2024

  Customer is a tenant of ******************
  We do not work for the tenants directly at this location and are only permitted to perform work at this building with association approval.
  We have no record of any communication and have never serviced this customer's unit (#***).
  We did perform work on the neighbor in unit #*** for a similar issue and the issue was resolved.
  We are not working with the association to ignore this customer's requests. I reached out to the association to determine if there was any work they'd like for us to complete and they have explained to me that there is no issue here.
  

• Initial Complaint

  Date:06/16/2024

  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.

  February 2024. PP came out to make repairs to leaking spa tub faucet and guest bath faucet. I supplied factory sealed cartridges for both faucets. The spa tub faucet was put on backwards & still leaked when tub was on. Said guest bath was too difficult and should buy 2 new faucets for $1200. Had PP back out to fix again & they said spa tub would still leak when faucet on and could not change handle to not be backwards. Replaced new cartridge in guest bath (which I supplied). Soon water was streaming in spa tub when faucet was off. Guest bath still had leaking faucet. PP came back out and said the piece inside spa tub handle broke (a slit right through ring) said sediment caused it. Could only have happed during installation as it was a straight slit. PP tried to fix **** in guest bath faucet and said it must be a defective cartridge. This was a brand new factory sealed cartridge. Told me I had to replace handle and would be another $325. I have already paid $425.00 for repairs that did not work. I have zero confidence in PP and now have to hire another plumbing company to fix what I already spent $425.00 to have fixed. This is unacceptable. And then PP asked me for a favorable review because they can get treats

  Customer Answer

  Date: 06/19/2024

  Case resolved.  Business refunded

  

  Business Response

  Date: 06/19/2024

  We are truly sorry to hear about the series of issues you experienced with our service, and we deeply regret any inconvenience and frustration this has caused. It is clear from your description that we did not meet the high standards of quality and customer satisfaction that we set for ourselves. We take your feedback seriously as it helps us to improve our services and the training of our team.
  We have fully refunded the amount of $434.93 that you paid, acknowledging that the services provided did not resolve your issues effectively. We understand that this does not undo the inconvenience, but we hope it demonstrates our commitment to accountability and making things right.
  We are addressing the issues internally to ensure that our technicians meet all quality and service expectations in the future. We would appreciate the opportunity to discuss this matter with you further to learn from your experience and to convey our apologies personally.
  Thank you for bringing this to our attention, and once again, we are very sorry for the situation that occurred.
  Warm regards,The Paradise Team

• Initial Complaint

  Date:07/17/2023

  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.

  I have requested a report stating that the draining line is broke. Under the building, for the homeowners association to initiate the repairs. I have send multiple pictures of it and the technician wrote it on his I Pad report . No one answer directly just a tex from a manager name **** asking for more picture and I pay them in full the first time that I was presente with a bill. No one as emai me a copy as well. Hope you can help: all a need is a letter from the contractor mentioned above. I will bring it to the association myself

  

  Business Response

  Date: 08/03/2023

  We spoke with ***************************** today on 8/3/2023. We have completely resolved our customers concerns and they are satisfied now at this time. Can you please reach out to **** and confirm that she is no longer dissatisfied 

  It was solved by adding an email, a note to an invoice, and getting it over to the client

   

• Initial Complaint

  Date:06/12/2023

  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 December 6, 2023, I contacted Paradise Plumbing & Air Conditioning company to request the dispatch of an air conditioning technician to my residence. The air conditioning system appeared to be operational, as the compressor and fan were functioning. However, the air coming out of the vents was very weak. The technician from the company arrived and, without touching the unit or conducting any thorough inspection, immediately claimed that the issue was with the air handler's fan. He then launched into a sales pitch, attempting to persuade me to purchase a new air conditioning unit for $6,500 without considering other estimates.I kindly requested the technician to check if it could be a blown fuse or to measure the voltage of the fan motor. I even suggested he inspect for any blockages. To my surprise, his response was that he was not knowledgeable about motor-related issues. As soon as the technician left, I applied a degreaser to the motor and lubricated the moving parts, which resulted in the motor functioning normally. This simple task could have been performed by the technician during the paid service hour (costing $94) if he had properly diagnosed the unit. Instead, he focused solely on sales and pressured me into making an immediate purchase of a new unit.Therefore, since the technician did not provide any service for the $94 I paid, failed to diagnose or attempt to repair the problem, I request a refund of the $94. This amount constitutes unjust enrichment and should be returned.

  

  Business Response

  Date: 07/27/2023

  We apologize that our customer did not have a positive experience utilizing our services at Paradise Plumbing & Air Conditioning. We have refunded the full amount collected from the customer with a goal to meet our 100% customer satisfaction guarantee. Please consider closing this dispute as solved. 

  Customer Answer

  Date: 07/28/2023

   
  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,
  
  ***************************************