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:03/12/2025

  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.

  Prime Plumbing has finally returned to complete the job. Thanks, BBB, for all your help.

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

  Business Response

  Date: 03/27/2025

  Our team completed the job on approved work on our estimate on 2/13/2025. Our team communicated that we would return to replace the concrete on a later date, as concrete replacement is weather permitting. On the completed work invoice, it was shared with the client that we were unable to replace the concrete same day, but a walking path was provided to utilize at the time. Documentation is attached. It was not our intention to delay the concrete work, our team schedules these internally, weather permitting and that is shared with the customer initially, and on the day of the work being completed. We apologize, for any inconvenience this may have caused. 
  
  Statement of Events
  2/13/2025- Work Approved Completed, customer notified that we would reach back to schedule the concrete weather permitting.

  2/26/2025-Service Team repaired pipe. 

  03/13/2025- Spoke with a customer to let her know that we would be out to take care of the concrete on 03/21/2025. 

  03/21/2025- Excavation team completed concrete work. 
  
  
  Thanks, 
  
  

  
  

• Initial Complaint

  Date:12/02/2022

  Type:Customer Service 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.

  10/26/2022 Prime Plumbing was at my home to replace sewage pipes due to a blockage. After several hours the technician knocked on the door and told me the sewage repair was completed but in the process he hit the water line. He said he tried to repair it but it started leaking in another area. He tried repairing that area and it started leaking in another area so it would need to be replaced. He also said it was a pretty good leak. The good news (he said) is that it is covered by the warranty company but I will be responsible for $675 out of pocket to bring it up to code. After several days I could not get Prime Plumbing to confirm a date to come back and repair the leak they caused. I called the warranty company, explained the situation and asked if they could send someone else to repair the water line, which they did. Another companyr (*************************) replaced the water line and I had an out of pocked of $300 which they covered $150 because of some delay they had in repairing. I contacted Prime Plumbing for reimbursement of the out of pocket I had to pay because of their error. I was told Mr. Tim would contact me when he could. He never has contacted me. The warranty company called them for reimbursement of the out of pocket and was told that Prime Plumbing did not cause the leak. They were told the technicians looked for leaks after finishing the job and there where none. Completely conflicting statement from what the technician told me. Seems the technician(s) told the office a completely different story than what they told me. Also, no one from Prime Plumbing ever contacted me to ask about the incident. I would like to be reimbursed the out of pocket expense I had to pay. And to alert consumers to be aware of this company.
  

  Business Response

  Date: 12/19/2022

  Business Response /* (1000, 15, 2022/12/15) */
  The sewer work for the client was performed by Prime Plumbing on behalf of *************; at the time of the sewer repair, it was necessary to cut out a section of the client's galvanized water line in order to put the trench boxes into place for safety reasons while repairing the sewer. After the sewer repair was completed the mechanic attempted to repair the water line, however due to the age and condition for the existing galvanized line there were additional leaks discovered outside of the excavation area. The leak was reported to ************* as is required by our contract, and it was determined that the entire water line was to be replaced.
  ************* dictates all policies, costs and out of pockets owed by their customers.
  As Prime Plumbing's customer service rep did misinform the customer that we would follow back up regarding the "out of pocket" instead of directing the customer to contact ************* directly regarding the charges, we will honor the customer's request of $150 reimbursement in this instance, however any further issues or concerns regarding the services performed would need to be directed to ************* as our contract has been satisfied with them.
  
  
  Consumer Response /* (2000, 17, 2022/12/17) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  The out of pocket was my main concern. The Prime Plumbing technician told me that he hit the water line, tried but could not repair it so it would need to be replaced. Therefore in my opinion Prime Plumbing should be responsible for any charges not covered by warranty. They have agreed to reimburse me and I am satisfied with that