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:03/09/2024

  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.

  I called Papa's Plumbing to do work at my house. I wanted a flush drain installed on my AC drain line to clean it out because it was always getting clogged. The tech arrived and was totally unprepared to do the work. He had NO PARTS or fitting with him and had no interest in going to get the right parts - 2 PVC line connectors and a connector to attach the hot water hose to. NOT A DIFFICULT JOB. He had nothing in his truck for the job. I made it very clear what I wanted when I called for the work.All he did was run some hot water through the drain for 1 minute and then left the drain as it was. HE DID NOTHING! I was so upset I asked him to leave and did not have the other work done. I was charged $195.I contacted the company via email multiple time hoping we could resolve the issue. They never responded to my email. Their customer service does not exist. I told them I did NOT want to leave a negative public review but again they never responded. They have left me with no other option. It is terrible dealing with such a company.

  Business Response

  Date: 03/11/2024

  We informed you that coming out would incur a fee of $195. We
  made sure to prioritize your request, we cleared the line for you,
  and provided guidance on how to proceed. Additionally, despite
  presenting several ideas for the job, you expressed
  dissatisfaction and declined to implement any of them.
  
  We've observed that when we visit a customer's home and offer
  suggestions based on 30 years of experience as a skilled plumber
  working in Palm Beach County for Papa's Plumbing, the customers
  often end up adopting our suggestions eventually. However, they
  sometimes overlook the value of our personalized consultation and
  discussion during the initial visit.
  
  If you believe there's a more suitable solution, we're open to
  revisiting the matter.

  Customer Answer

  Date: 03/11/2024

   
  Complaint: 21409624
  
  I am rejecting this response because:  The tech who arrived was not prepared to do the job and did not have any parts to accomplish what I wanted.   I cleared out the line prior to the tech arriving.   He did run hot water through the pipe that WAS NOT BACKED UP!   He NEVER offered any other solutions.   
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 03/12/2024

  Specifically, I need the following work done:
  
  I need a new AC drain line or clean out my existing drain line.   It is always backing up no matter how often I clean it.   I would like to have an adapter installed on the *** pipe so I can attach a hose and flush out the drain from my sink in the garage.  I may also need a shutoff on the pipe, so the water does not flow into the unit.   I think the pipe in the wall may need drain cleaner.  Can I cap the end of the drain pipe and use drain cleaner?  I do not believe it was well maintained by the previous owner.  
  I would like to have my outside water pipe replace as there are areas of corrosion.
  I would like to have my outdoor water faucets replaced with 2 quality brass fixtures.   They both leak very badly especially the back patio faucet.  
  Adjust the valve in the master shower to allow for a cooler shower.   I would   like to get this done before April if possible.  
  The above was the letter we received.
  After thorough discussion and agreement over the phone, we arranged an appointment to address the line blockage for $195, with the option to explore alternative solutions for additional fees. Following our skilled plumber's efficient clearing of the line and thorough discussion of potential remedies, the client opted not to proceed with further work, and settled the $195 fee before our departure.
  Our work trucks are meticulously stocked each morning to accommodate daily tasks, minimizing the need for additional materials. While rare, specific jobs may occasionally require special part orders. On the day of this particular job, we had all necessary materials on hand. We are prepared to accommodate the customer's request for a specific part and return, ensuring the job is completed to satisfaction, even if the customer decides to undertake it themselves.
  Once we've thoroughly discussed all the available options with the customer for a particular job, occasionally the customer may feel remorseful about paying for the information provided. However, it's important to note that the customer now possesses the advice and directions necessary to complete the job themselves, if they choose to do so.
  
  

• Initial Complaint

  Date:09/26/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 service Papas Plumbing provided caused catastrophic work and expenses as detailed in the attached document.