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:08/29/2022

  Type:Customer Service 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 were having plumbing issues with one of our bathrooms and contacted Pipes and Plugs. The technicians came out on 7/25 and explained that they'll diagnose the problem, clear it, and discuss how to repair whatever problem there is. We had a toilet that would back up and cause problems with how our shower and sinks drained as well. They said the problem was probably a blockage caused by a cracker pipe when tissue gets snagged and it would need repair. They would run a snake and camera, clear the blockage, and discuss correction after it's cleared. The first step, diagnostics and service to clear the line, would cost $773.96. The technicians were paid after this step was completed, a receipt was given, but no more explaination. We don't know what the problem is and what has to be done to correct it.
  
  It worked for a week and the problem returned and acted just as it had before. We called Pipes and Plugs back many times after and was always told by the receptionist that someone would give us a call. Almost a month later, and we have yet to speak to anyone regarding this issue. $773.96 was paid only to have, whatever issue there is, unresolved.
  
  This is a total rip off. This company has made no attempt to correct the problem. We cannot even get a callback. We're requesting this job be done like they said they would. If the they cannot correct the problem, refund the money we paid so that we can find actual plumbers that can provide the service needed to rid us of this problem and giant inconvenience.

  

  Business Response

  Date: 09/01/2022

  First let me thank you for bringing this to our attention. Upon receiving the complaint and researching the issue I've determined that the customer was correct in that we did not respond to their calls. We dropped the ball. Our service manager has contacted the customer and scheduled a return visit for Friday Sept. 2nd. Additionally we have implemented a policy that should address the issue of the non response. When we get a call for any specific team member about a recent job, the message will also be forwarded to the service manager to follow up. 

  Sincerely

  Kerry P********

  President Pipes & Plugs LLC

  Customer Answer

  Date: 09/02/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 17778864, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* ********