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Business Profile

Plumber

Doctor Pipe Inc
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Doctor Pipe Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 1 complaint closed in the last 12 months.

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    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.

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    • Initial Complaint

      Date:01/07/2025

      Type:Customer Service Issues
      Status:
      Answered
      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.
      10/16/2024 ***** with Doctor Pipe removed and installed 2 widespread lavatory faucets furnished by me.A few days later I noticed one of the faucets was leaking. I contacted the company and ***** came and stated the pop-up on the faucet was defective.I exchanged the faucet and contacted the customer and ***** came out November 2024 removed the defective part and installed the new pop-up.A day later I noticed the faucet was leaking again.I had no confidence in this company to request that they come back to fix the leak.Subsequently on 11/25/2024 I received an invoice from the company requesting payment for the replacement of the defective part stating their policy part not under our warranty because we didnt provide it.The company representative ***** stated he was a Master plumber and billed me for ***** hours @$140.00 to replace 2 vanity faucets and a tub faucet with out providing an estimate before starting the job or the company policy on using parts provided by the owner.I would like to get a refund for the hours on the installation of the leaking vanity faucet.

      Business Response

      Date: 04/04/2025

      Concerning the complaint from **** ****** **********************

      Mr. ****** called our office to install several faucets he had purchased, upon arrival the plumber realized the faucets were not correct, the customer approved for the plumber to purchase new parts for this job.  The plumber then installed these new faucets along with several other jobs the customer needed done.  When the customer was given the invoice he stated he didn't want to pay for the time it took the plumber to locate and pick up new parts so as a courtesy we deducted 2 1/2 hours from his invoice.  The customer called back on 11-25-24 to say one of the faucets was leaking, the plumber found the part was defective and replaced it with a new part.  We do not warranty parts or labor to install them when provided by the customer so there should have been a service charge.  The customer stated he didn't feel he should have to pay for us to reinstall his defective part so we removed this charge.  I do not understand why this customer is complaining because he was credited for the charges he complained about even though they were legitimate charges.  Also we have no record showing this customer ever called to say the part was leaking again.  We have worked for this customer in the past and are sorry he was not satisfied with our work this time.  

       

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

      Doctor Pipe, Inc

      Customer Answer

      Date: 04/06/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I .

      I wasnt aware, nor offered an option to allow the plumber to purchase new faucets nor was it mentioned about the  companys policy not to warrant the installation of  faucets provided by the homeowner.

      The plumber mentioned he had to purchase additional parts for the bath tub after the installation of the lavatory faucets .



      Regards,

      **** ******

       


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