Complaints

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

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  High Priority Plumbing and Services, Inc.

  155 Commercial Ct Rincon, GA 31326-5470

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  High Priority Plumbing and Services, Inc.

  PO Box 83068 Conyers, GA 30013-8015

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:02/12/2025

  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 had what appeared to be a clogged toilet, and made a service call to my home warranty company (***). I paid the $75 trade fee and High Priority Plumbing came out on 1/12/25. I stood outside with the technician, as he ran an auger machine through the pipes. He eventually hit a wall, and forced the auger through to clear what was thought to be the clog. The toilets worked for about a week and a half. The same toilet wouldnt flush again, so I called in another service call and the warranty company sent the same company back out on 2/3/25. The tech went outside, this time not with me, and after a little time had us flush the toilets and only the upstairs worked. I told him the downstairs toilet still wasnt draining. His response was that my toilet needed to be replaced because its builders grade. I bought the toilet he recommended, and had a friend attempt to install it. It couldnt be done that day because he didnt have the correct tools. The toilet was left off, and the next day I woke up to flooding. Water backed up through the toilet pipe, sink and washer pipes. I had Roto rooter come out to camera the line, and it was found that roots were in my pipe causing the stoppages. He cleared the roots, then saw the pipe was broken and reported it was due to age (normal wear and tear). High priority plumbing did not accurately camera the line or accurately diagnose the issue, essentially causing the flooding. Now theyve incorrectly reported to my warranty company that roots caused the pipes to crack, when it was due to old age/corrosion and thats how the roots got in the pipe to grow to begin with. I believe the **************** is cahoots with high priority plumbing to ensure minimal payout for damages. The technician didnt accurately diagnose the issue, then blamed the water damage on a toilet not being set, when the water was also pushing out of the washer lines.

  Business Response

  Date: 02/12/2025

  Tell us why here...Thank you for bringing your concerns to our attention. We understand the inconvenience you experienced, and we appreciate the opportunity to clarify the situation.
  
  On January 12, 2025, our technician responded to your service request for a clogged toilet. At that time, the technician utilized an auger to clear the obstruction, restoring functionality to your toilets. When the issue recurred, we returned on February 6, 2025, as requested by your home warranty company. During this visit, the technician conducted a courtesy camera inspection of the drain line to further investigate the underlying cause.
  
  Our camera inspection revealed a collapsed pipe section impacted by roots. The technician documented the findings, including a video showing the pipes condition, and promptly communicated this to your home warranty company. It is important to note that our technician did not remove the downstairs toilet; the toilet was removed by your maintenance personnel, as stated in your account. When a toilet is not set, any subsequent backup in the drainage system can result in flooding through the open ******, which was unfortunately the case in this instance.
  
  We understand that another plumbing company also evaluated the line and identified the same collapsed section, confirming the presence of roots. While we understand your frustration, the collapsed pipe and root intrusion are not conditions caused by our services. And the your claim was denied for due to roots, which is not considered normal wear and tear. Also,your contract does not cover for any repairs outside of the foundation of the home according to your home warranty company.
  
  We can conclude with confidence that High Priority Plumbing did not remove the toilet or are they at fault for the stoppage reoccurring.
  

  Customer Answer

  Date: 02/13/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 22929022

  I am rejecting this response because: the technician actually came back to my residence on 2/3/25. He did not clear the line, he instead told me to replace the toilet. Thats not accurate information, and if he wouldve truly used a camera on the line, he wouldve seen the roots and then gave the suggestion to get them cleared out if it wasnt covered, which wouldve prevented the back up. The majority of the water came out of the washing machine pipes, the bathroom also had water come up, which wouldve happened regardless if there was a toilet set or not. It was a stoppage caused by roots, but the roots did not break the pipe. The pipe broke due to corrosion from being older, and then roots grew through those cracks. That information has since been validated by two separate companies, in writing. If the technician wouldve done the proper investigation of the stoppage (which is what he was called out for), the back up wouldve been prevented and my floors wouldnt need to be replaced. On the last visit by your tech, 2/6/25, I was the one who informed him of the roots, not the other way around. I only had them called back out so he could actually camera the line to show my warranty company what happened. He verbally agreed that the roots grew through the cracks in the pipe, then submitted opposite info to the warranty company. High Priority should be responsible for covering part of, if not all of, my flour replacement.

  Regards,

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

  Business Response

  Date: 02/14/2025

  After a thorough review of the service records and discussions with our technician, we believe that our team followed the proper procedures during each visit. The technician assessed the line, and based on his findings at that time, recommended the most appropriate course of action. We understand that other companies have since provided additional insights, and we respect your decision to seek further evaluations.
  While we acknowledge your concerns, our position remains that we are not at fault, as the issues with the pipe were due to root intrusion, which are beyond our control. We always aim to be transparent in our assessments and recommendations, and our technician's report reflected his observations and professional judgment.
  We truly value you as a customer and regret that we could not meet your expectations on this occasion.

  Customer Answer

  Date: 02/14/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 22929022

  I am rejecting this response because: as you stated in your response, the issues with the pipe were due to root intrusion.. exactly  The backup wouldve been prevented if your technician identified the root intrusion on one of the first visits. Then he couldve recommended and reported the best course of action being to get those roots cleared.  Instead, he didnt mention roots at all. I dont think he even ran cameras as he stated. One of the other major issues, is your technician reporting to my warranty company that the roots caused the pipe to break. The pipe broke due to corrosion, which is normal wear and tear, and the roots grew through the cracks. This was all around a big miss on your companys behalf.

  Regards,

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

  Business Response

  Date: 02/21/2025

  Unfortunately, we are unable to reach a resolution with this customer as we are not at fault in this situation. Our technician did perform a camera inspection of the sewer line, and we have records confirming this. Additionally, the customers warranty claim would have been denied regardless, as the damaged section of the pipe was located outside the home's foundation, which is not covered under their warranty providers terms.We strive to provide thorough and honest service, but in this case, we do not believe we were negligent in our work or diagnosis. Therefore, we are unable to offer any further resolution.