Complaints

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

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  Prime Plumbing Services, LLC

  413 Bulldog Rd. Freeport, FL 32439

  
• 

  Prime Plumbing Services, LLC

  34990 Emerald Coast Pkwy Ste 393 Destin, FL 32541-8662

  

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:04/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired them to hook up city sewer to my home. They gave me an estimate of $12000 and required me to put 50% down. I gave them a check for $6000. They emptied my septic tank and then said they had to do the city permits before hooking up to city sewer. I Kathy ****** at the office and let her know it had been months and I can't get anyone to even answer the phone at this place to give us an update. I asked to cancel my order and she said we would just have to pay around $700 for the work they had done and they would send me a refund for the remainder. Since then, they won't respond to emails and they don't answer their phone. They have stolen $5300 from me.

  Business Response

  Date: 05/19/2025

  A refund check has been mailed. 

• Initial Complaint

  Date:04/16/2025

  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.

  We contacted Prime Plumbing, as well as several other companies, in September of 2024 to get quoted for installation of water and sewer lines, a connection to a mobile home and RV hookup and a grinder pump at property newly purchased in Freeport, FL. At that time I verified the company was legitimate after checking with BBB and local sources, we met with James ******* who gave us a verbal quote. On November 25, 2025, we contacted Prime Plumbing, spoke to Haley in the office and also to James again to get started on the project. They sent an invoice for the work, advised us that it would be completed soon. We paid the invoice. In January, we tried to contact the company to get it completed. We had trouble getting in touch with anyone. Since February, we have tried to get them back to complete the job. We went to their location today, April 15, 2025 and they have closed up shop. There is no forwarding address, nor does anyone return any calls or emails. We either want this job completed or a refund so we can move into the mobile home.

  Business Response

  Date: 04/16/2025

  Hello, 
  
  Our technicians were at your property at the end of last week, during which time we explained that the grinder pump could not be hardwired until your hired electricians completed their portion of the work. You had mentioned that you would contact us once that was done so we could return and finish the job.
  
  I understand your frustration, but I am a bit confused by your recent comments, as we were on-site last week and also communicated with you by phone at that time.
  
  Please note that the address previously listed was our old address and has now been updated. You are welcome to stop by anytime.
  
  Moving forward, kindly direct all communications to [email protected] or [email protected]. This will help us maintain a clear paper trail and avoid any future misunderstandings.
  
  Please let us know once your electrician has completed the wiring so we can proceed. Thank you!
  
  
  Best regards,
  Taylor ******
  Prime Plumbing Services 
  
  

  Customer Answer

  Date: 05/16/2025

  
  
  Complaint: 23208057
  
  
  
  I am rejecting this response because:

  As of  May 14. 2025 we have had NO CONTACT from Prime Plumbing. 

  The electricians did complete the wiring to the area of the grinder pump on April 18th, and we notified them by both phone message and text message it had been done. They were supposed to complete the job on April 23 (notified us by text)and did not show up.  We did notice some other work done, but not complete on April 28.  

  There has been no indication of scheduling.  Occasional calls from neighbor that a Prime Plumbing truck is there, but they don't stay more than 10-20 minutes and leave without doing any completion. The company will not answer when I phone them, nor will they return our phone calls after leaving a message.

  This is to keep the complaint alive, and to advise that we are still in limbo because we can't complete this project to move into our mobile home
  
  
  
  Sincerely,
  
  
  
  Thomas *******

  Business Response

  Date: 05/20/2025

  We will complete the job this week, at that time this complaint must be removed. Communication is not being passed along with the son and his parents, the property owner. This was proven by us previously as well. 

  Customer Answer

  Date: 05/21/2025

  
  
  Complaint: 23208057
  
  
  
  I am rejecting this response because:  The complaint will be closed when the  work completed on the water connection and the sewer connection with the proper installation of the grinder pump passes the Freeport, Walton County inspection.  The company was NOT communicating with anyone until after the better business bureau complaint was filed.   The company wants the complaint closed before work is complete and that will not happen.  Once the work passes county inspection we will close the complaint. The county requires a visible and audible alarm on the grinder pump, and no one from Prime has responded to that.  If we get inspection without the alarms, it will fail, and will cost us ANOTHER $75 to reinspect.  We have already been delayed since February without this simple job being completed, just a bit here and there.  We are not able to LIVE in this mobile home until we get water and sewer connected to code. 
  
  The communications with our son ceased on April 28, 2025 when Hayley and he got into a verbal disagreement.  That was when our son discovered that on that day Prime Plumbing ran the water and sewer connection to the adjacent property instead of following the provided drawing and placing it in the proper place on our property. He was upset and called the number to complain when our neighbor called him to say that Prime Plumbing had run water and sewer lines to his property.   All communications since that date have been with ME. 
  
  I sent a text today, asking for a status update today.   According to a text received today, May 20 a technician is going out to complete the job today, but we have not spoken to anyone.
  
  
  
  Sincerely,
  
  
  
  Thomas *******

  Customer Answer

  Date: 05/30/2025

  
  
  Better Business Bureau:
  
  
  We have had much difficulty getting this project completed with the business Prime Plumbing LLC.  When we paid the invoice on November 26th and final payment was paid December 4thafter they said it was complete.  When we went down in late December, we discovered the ONLY thing that had been done was the barrel to hold the grinder pump was there, but the grinder pump itself was missing.  We contacted them, and they advised that when the mobile home was in place, that we would contact them to complete the job.  The home was in place On February 10, 2025.  We contacted Prime Plumbing on that date to complete the job.  There were several appointments made and not kept by Prime Plumbing between February 10th and March 7.  We stopped getting responses about March 15 from Prime Plumbing, and they did NOT answer phone calls or text messages.   On April 1st 2025 we discovered the offices of Prime Plumbing had been closed.  April15th we finally contacted the BBB.  On April 16 we received the first contact from them since mid February via a response to the BBB.  They came out several times between then and May 15th but did NOT complete the job until May 23rd.  The county finally inspected the job on May 28th and got the certificate today, May 30th.  We only have one more request, we have received NO warranty paperwork for the grinder pump so the warranty information has not been forwarded yet.  There is supposed to be a 7 year warranty and once we receive that we will be satisfied that the job has been completed.    I would not use this company again, nor would I recommend them due to the lack of communication and the fact they did not complete the job until we got the BBB involved.