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:12/18/2024

  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.

  Mr.***** ******* the owner of prime plumbing. He came out and pumped my septic tank and put a airiator inside my septic tank that has to be plugged in inside our home. Then he dug our feeline said it was stopped up and he would do the job for ***** dollars. We then paid him ***** cash. He left promising to come back and finish the job for 6 months. He keeps blowing it off and we now have a yard full of sewage. And my house is backing up. He keeps saying that he will come one weekend so that he does not have to acquire a proper permit from our county (Washington county). I'm scared to call the health department because that will displace my whole family including my great grandkids and grandkids. I am trying to get a attorney as we speak. When he did answer he asked for 7-12,000 to come back out and finish. Me and my wife are retired and are just not in the financial place to spend that much more money. I think he just took advantage of us because we are elderly. We paid him ***** dollars for 3 hours of work.I would appreciate your promt attention to this matter.

  

  Business Response

  Date: 01/08/2025

  Mr. ****** I apologize for the inconvenience this has caused you. I will look into this and get back to you. 

  Customer Answer

  Date: 01/08/2025

   
  Complaint: 22705578
  
  I am rejecting this response because:He is lying as always He needs get with BBB with his promise and follow thru.That's what I would like to have happened. For him to make a date and follow thru with BBB and myself.
   Thanks very much.
  Sincerely,
  ******* *****
  ******* *****

  

  Business Response

  Date: 01/16/2025

  I apologize for the delay in getting back to you. We repaired the drain field with a remediation system in an attempt to avoid a full septic system replacement. At this time, we explained to you that remediation will not always resolve the preexisting issues with the septic system and if remediation fails, the amount that you paid would be applied to the replacement of the full system. This agreement is honored for 7 years when remediation is completed. It is unfortunate that remediation did not solve the issues you were having, but as explained, we told you that the amount you paid could go towards the full replacement of your system to which you declined. We were honest and upfront about the repairs we were preforming and will still honor the amount you paid towards a system replacement. 

• Initial Complaint

  Date:03/07/2024

  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.

  Company is unorganized. There turn over is high. Always someone new I have to talk to. I filed a claim for my warrenty. They lied and said they completed it. When they came out they didnt even run any test or do anything and they just guessed what might be wrong and didnt do anything to confirm anything. I still have an active ***** . They never call you back when they say they will. The office manager owners daughter is disrespectful and talks ugly. No one is ever in the office and no one ever knows whats going on. Meanwhile the owner is heading to FloridaI would like a refund for my $125. I would like $100 as my week has and was never corrected and there is further damage and I would like yall to contact my warranty company and make this right so that I can get another Contractor out here .

  

  Business Response

  Date: 03/15/2024

  Hello, I apologize for the frustration and inconvenience this *** have caused you. 
  

  A second technician visited your home on March 11 and successfully diagnosed the issue. We have no control on what is covered on your warranty so we have to call in each job for authorization prior to making any repairs. Since you requested that this be escalated by your warranty company, they would only allow ************** to speak to a specific representative for authorization. We have left several messages for her and she has not returned our phone call. Again, this is completely out of our control. We cannot move forward with the repairs until we receive their authorization. If you are able to reach out to them that *** help speed things along. At this time we are waiting for the green light from your home warranty company. I apologize again for the inconvenience. 

  Customer Answer

  Date: 03/18/2024

   
  Complaint: 21400241
  
  I am rejecting this response because: my complaint had nothing to do with that. my bbb complaint was made originally ( as stated) for your tech filing false information attached to our property for ex: something about a shower head and plumbing upstairs. Both of which were never mentioned. He also stated there were no mechanical issues. Then your senior tech came out and said your first tech was very wrong. Infant he said there was an active leak and an o ring needed to be replaced yet yallforgot to file that or quote me for that. Then in addition to that when I called last week and the week before ***** said she would call me back both times and never did and I was told I would get an itemized invoice since their quote included the vent and repair which my warranty plan that ungraded to does include. She also shared that the code violation that was done incorrectly was not cover however any code violation is in fact covered. ***** doesnt have my contract so I dont know why she thinks she knows this. Every warranty customer has a different contract as we can customize them. I was asking her to itemize it and she said she has already done enough? Yet she hasnt done anything as she has prolonged my leak leaving further damage then she also had her team file false information. I told her that me and my family who are in the home will be leaving bad reviews and she said I was threatening her. When I told her that I would remove them if she did the right thing she started yelling at me and saying they she isnt going to be given an ultimatum? Obviously if people am being mistreated the people it affect will leave a bad review. I am asking for the fee of my service fee I had to pay my warrenty company for l prime plumbing to come out. Considering prime plumbing has caused my issue to worsen from filing incorrect documents to my warrenty my damaged has worsen to their negligence and if they dont wish to pay the consumer affairs and my attorney will be drafting a demand letter with further demands than whats in this bbb complaint. I will not be bullied and taken advantage off 

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

  

  Business Response

  Date: 03/18/2024

  Yes, we offered to fix your pot filler for FREE if you removed the complaint. as far as your out of pocket your home warranty determines what's covered and what isn't. They stated to us that since your venting in your master bathroom was never installed they would not cover for something you didn't have. Your venting in your hall bathroom was illegally installed since it was a newer remodel whoever did the remodel knew it wasn't installed up to code and left it there as it was which makes it that companies responsibility not your home warranty. and again, we do not make this determination our home warranty does, we do not make the rules. We have not been paid a dime for your ticket. however I will gladly cancel your ticket so your home warranty can reimburse you the service fee of $100 that they charged you not us.

  Customer Answer

  Date: 03/18/2024

   
  Complaint: 21400241
  
  I am rejecting this response because: please show me where yall offered anything for free. I was never ever told anything about repairs for the pot filler. 
  

  as for my warrenty. I have no idea where you are getting this information from but that is not what my ******** says. Nor is $100 mg service fee charge they charge me ? Either way none of what they allow or do not allow is why I wrote this . 
  

  it was because yall never filled the diagnostic to me or my warrenty with on the original service request in January. I had to ask for it and it was just recently email to me this month. And now its because I was willing to pay for the repairs but my warranty covers vents if they mis spoke to you then okay whatever i can resolve that . Either way I was simply asking for an itemized invoice because when I called them they asked for it because they are going to cover the difference of the vent, but they needed it itemized to know how much I was being charged for the vent. I attached a photo of my warranty that you claim to know so well when in reality your not correct at all. It actually states that vents are covered and it actually states that the repair for the vent is covered in the below notes and details. 
  

  As for the code violation nothing was done illegally. We are still in the inspection phase and the plumber said he was done and he wont do what the city inspector is asking. So no nothing was illegal they just never wanted to fix it. And because I have a warranty that covers code violations this is perfectly okay. I have no clue why youre trying to make things up. 
  

  if you do not wish to cooperate that is fine. I will just file a bad review with BBB, consumer affairs with the state of ******************  and my family who is affected by this leak and plumbing issue will be leaving reviews in addition to a demand letter for the fund and damages for me and eventually my attorney. 
  

  you trying to win the war but your loosing the battle and your not on the good side. I dont know why youre so hateful. From your other reviews it is clear yall have an issue especially with your high turnover. 

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

• Initial Complaint

  Date:03/07/2024

  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.

  Company attempted to defraud a disabled veteran. Charged a $100 service call then attempted to charge $1,200 to install a water heater. They submitted a non-itemized estimate. Your invoice. As a disabled veteran, I want to know why two companies quote $590, $575 and yours is $1,200 for an installation job? Furthermore, after reviewing the Better Business Bureau ratings - can you let me know what you're doing to install the water heater?Remove old water heater - covered Install new water heater - covered Install new compliant expansion tank $300 Install new hot/cold shutoff valve $200 New riser and drip pan $100 New venting and flue pipe $600 Are these the prices to your installation to justify $1,200? Please let me know as soon as possible. We will be using an AMEX - I just want to know what you're doing for $1,200 which is double what other plumbing companies are charging ********************************** Reliant, etc.).

  

  Business Response

  Date: 03/07/2024

  Hello, 

  The $100 service fee is collected by your home warranty company. Please contact them in order to discuss that. 
  

  I would be glad to send you an updated itemized estimate. We are not trying to defraud you in any way, and do offer a discount for veterans as we support our troops and have several veteran employees. 
  

  We explained the cost to you at the visit and are not forcing you to use our services. It sounds as if you have decided to go with a different company for *********** so good luck and best regards. 

• Initial Complaint

  Date:12/21/2023

  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.

  Prime plumbing installed a hot water tank and attempted to charge me $1000.00. I asked the technician to itemize the costs for me based upon the work that was performed. Upon my request he reduced my fee to $800.00 upon realizing that he had not provided a new expansion tank with the install. I reluctantly paid the $800.00, as it seemed unprofessional to suddenly remember that an expansion tank was not installed. I later learned from my warranty company that I should not have been charged anything for just the installation of the hot water tank ( no expansion tank was installed nor were there any piping modifications performed). For two months I have been back and forth with Prime Plumbing and American Home Shield to not only have an additional $200.00 refunded to me but for Prime Plumbing to also return to my home to diagnose the hot water heater installed, as instructed by American Home Shield, because the heater was not working properly. After many phone calls and lies by prime plumbing regarding their many failed attempts to call me to schedule a visit, a technician returned. The water heater was diagnosed as malfunctioning and the tech indicated he would recommend replacement. The saga now continues with Prime Plumbing refusing to issue a report to American Home Shield to enable them to order a new water heater. So at Christmas, I am with out adequate hot water, prime plumbing refuses to issue a report to my warranty company and my warranty company has escalated the matter to their mysterious contracts escalation department to whom I cannot contact directly. Random pricing, lies, faulty installs, disregard for safety and lack of common decency and professionalism are appropriate adjectives for describing Prime Plumbing. American Home Shield follows with useless.

  

  Business Response

  Date: 01/12/2024

  I am reaching out to respond to a customer complaint on file- ************************ 

   

  We have been going back and forth with this customer since October. Every time he calls, the story changes. In reality, he is making up lies trying to get the $800 he paid back. His home warranty is through American Home Shield, who sent us to the job. They can also verify the cost was correct and that there is no issues with the water heater or our installation. If you need their contact information please let me know. In summary, this is a bogus complaint. 

   

  Thank you, 

   

  **************************;

• Initial Complaint

  Date:12/04/2023

  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.

  On 11/29/23 I had Prime Plumbing service,llc come out and take a look at my water heater. The employee for this company wasnt even there for 5 minutes before he determined I needed a new hot water heater. He insisted it had to be replaced without seeing what the actual problem was. I was told it would cost me $1200 out of pocket. I was devastated but I went against my better judgment and had this company install the new water heater. I refused to let my family suffer another day without hot water. After the water heater was installed. I reached out to Prime Plumbing Company to ask for a complete itemized statement because after doing my research I found out I was overcharged for that type of service in my area. I was emailed a receipt that only stated the $1200. I paid. I would love an itemized receipt for what I paid for.

  

  Business Response

  Date: 12/05/2023

  Hello, 

   

  I apologize for the invoice being sent in a different format. Based on your water heater being over 20 years old and a discontinued model, our technicians determined that the leak could not be repaired, and the replacement was warranted. All work and out of pocket cost was approved prior to installation. I will send the updated invoice to your email address. 

   

  Thank you. 

• Initial Complaint

  Date:08/17/2023

  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.

  June 30 Prime Plumbing installed a Rheem water heater for $1000,00 that doesnt meet the codes, if I wanted to sell my home those codes would definitely have to be met. I called Prime Plumbing for a comeback for the 1) Gas Flex Hose that obstructs by passage, and Prime said they would return whenever theyre next in my area also the 2) TMP is turned Sideways 3) Expansion Tank is touching the Flu Vent (friction could cause explosion) and 4) their are No Dielectric Unions.I notified my American Home Shield and reported job was incomplete, AHS notified Prime again and Prime told them they tried to call us on our Land Lines, Cell Phones, and texts 16 times, and we (husband) who are retired and home all the time never answered their calls, plus we have no evidence of any types of calls/messages from Prime Plumbing to reschedule.Now time has passed and the 30 day recall has Expired with Prime, We now have to Pay again and start all over with another service to come and repair/replace the 4 things I mentioned above. I was prompted to write the BBB because of the false statement Prime made to American Home Shield saying they tried to contact us 16 times and Charging me $1000 for a job poorly done by what I thought was a ****************** Thanking you in advance for your attention in this matter!! Sincerely,*******************

  

  Business Response

  Date: 09/11/2023

  **************, I spoke with the technician that completed the installation and he is confident the water heater was installed correctly and working properly. We have not received an inspector report stating that the water heater does not meet code. 

• Initial Complaint

  Date:06/16/2023

  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 a Home Shield warranty for my house, and recently one of my shower faucets started leaking. I promptly contacted my Home warranty company, who then sent over Prime Plumbing Service, LLC to fix the issue. The plumber arrived and opened up the system, but unfortunately was unable to put it back together. He informed me that a part needed to be ordered, and I promptly did so. When the plumber returned to fix the faucet, he was still unable to successfully put the system together. He had promised to research and return to fix it, but unfortunately, he never did.

  

  Business Response

  Date: 06/19/2023

  Hello, our system indicates that the repair was complete on April 11 with no follow up required. Is there a reason you waited until June 16th to inform us you were having problems with the part that was replaced? Thank you. 

  Customer Answer

  Date: 06/19/2023

   
  Complaint: 20196632

  
  I am rejecting the response because even though I sent a text to the plumber immediately, He acknowledged it but never returned to fix the issue. I have doubts about the plumber's ability to fix the problem. I request that they provide their plumbing license.
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 06/19/2023

  Did you contact the office directly? 

  Customer Answer

  Date: 06/19/2023

   
  Complaint: 20196632
  
  Yes, I have, and I will also make a formal complaint to my warranty company.  

  
  Sincerely,

  
  
  *****************

• Initial Complaint

  Date:01/18/2023

  Type:Delivery 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 assigned Prime Plumbing by American Home Shield on 10/12/22 to replace a shower cartridge after paying my $100 service fee. The technician, ****, was scheduled for 10/14/22. He arrived on time and confirmed that the cartridge was damaged and required replacement. He also cut the pipes in the basement and plugged them temporarily to stop water damage inside the wall and master bedroom closet. He said he would order the part and to just let them know to come back out to replace when I received it. We sat for a month with no parts received and no status updates from Prime Plumbing or AHS so I called on 11/16/22 to get an update only to learn nothing had been ordered although I received an email from AHS that parts had been ordered. Again a month goes by with no updates or parts and I call Prime Plumbing only to be told nothing had been ordered once again and that I needed to call Delta cause they have lifetime parts replacement. I called Delta and learned that turned out to be a false statement as well so I randomly ordered a part from a diagram and had them come back out on 1/3/23. I learned then no part had ever been ordered only that a link to an **** auction for the part needed was sent to Prime Plumbing but no action was taken to order. So with **** standing right beside me I found the part online and called the place to confirm they had it in stock. I gave him the website and phone number and he said he would order it and again to let them know when I received it. Again I got email from AHS on 1/5/23 that part had been ordered but didn't believe it so I waited a week then decided to order myself. I have waited over 3 MONTHS for a part that I ordered and received in 2 DAYS! All while Prime Plumbing was proposing to replace the entire valve system for roughly $1500. I am extremely dissatisfied and suggest anyone assigned to them by AHS to either request someone else or better yet request a cash out and find a reputable company to work with!

  

  Business Response

  Date: 01/23/2023

  *****, 

  I apologize for the frustration that this has caused you. We did order the part twice and received order confirmations only to be notified that the part was discontinued. This is why a valve system replacement was recommended. Please contact AHS for a refund as we did not receive payment since the work was not completed. 

  Customer Answer

  Date: 01/23/2023

   
  Complaint: 18833811
  
  I am rejecting this response because:
  

  I immediately contacted AHS and they confirmed that a check is being processed and will be mailed to Prime Plumbing within 21 days. I also disagree that anything was ever ordered because when I called to get the part number no one could tell me and **** only had a picture. I simply downloaded a diagram found the part that **** showed me which I ordered and received in 2 days. 

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

  

  Business Response

  Date: 01/23/2023

  AHS, your warranty company, will be responsible for your refund. Please contact them again. Thank you 

  Customer Answer

  Date: 01/23/2023

   
  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. I agree that Prime Plumbing and American Home Shield are a waste of time and money for the consumer.
  
  Sincerely,
  
  ***********************