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:02/24/2025

  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.

  We contacted Precision Plumbing to service a leaking toilet on 11/8/24. We have used them on several occasions over the past few years with no issue. The remedy in this case was to replace the old toilet with a new one. We were charged $570 to remove a toilet and install a new toilet. I was charged $125 to "look" at a tub faucet (no service was done to the faucet). I did not purchase any equipment from Precision. After the plumber left, we noticed scratches on the marble floor in the area where the old toilet sat after it was removed and where the new toilet as prepped before being installed. We called Precision as soon as we noticed the damage and alerted them to the issue. We were willing to hold on any response/repair as we wanted them to return to our house for additional work (I was waiting on a faucet for a tub that was back ordered). In early January, I emailed Precision to show them images of the damage as well as ask about the faucet model that I purchased to ensure it would work with the tub. It took three weeks for a response on the faucet and a month on my request for restitution on the floor damage. I was told that the owner was out of the office and could not review. I pushed the issue after waiting a month for a response on the flooring and was then told that the office was able to speak with the technician. I was told that he did not believe the "scratches were consistent with anything he had done". I was confused by the response and followed up again via phone and email. When I connected with the office by phone, I was told that the additional delay was from the office staff all being new and the request had been lost in the confusion. The last correspondence was that they didn't know what the rest of the flooring looked like so they could not make a judgement. I sent additional images showing that the flooring leading up to and beyond the bathroom had no other scratches. That email was sent February 12th and have not received a response.

  

  Business Response

  Date: 05/15/2025

  Hello, 

  On November 8th, 2024, we were called to install a customer supplied toilet, including new shut offs, wax ring, supply lines, and bolts. We had charged the industry standard of $89 service fee. The customer also was charged $420 to install the toilet that the customer had purchased, along with examining the ***** tub faucet for $125. We also offered a senior citizen discount on the invoice of $63.40. Which made the entire invoice total $570.60. The customer then had called in after the service on 11/20/2025, asking for the correct faucet that she was needing to purchase for her tub was correct she also requested for the office manager to reach out to her regarding the scratches on her Marble floor. She stated that she had attempted to remove the scratches on the floor. Then on Jan 7th the customer had called in asking for us to come back out to replace a different toilet that was having issues and also to check on if the faucet they had sent us was okay to purchase. The customer then sent in photos via email of the scratches on the floor. The customer had called multiple times after on 1/7, 1/8, 1/13/, 1/22, and 2/7. Previous office management, plumber, and owner reviewed the photos of the scratches on the floor, and all had stated that the scratches that were on the floor are inconsistent with installing a toilet as they are only in certain portions of the flooring. If a toilet was to be drug across the floor there would be scratches across the entire length of the bathroom from where the plumber had opened the box that the toilet was in. The toilet was also already inside the bathroom when the plumber had arrived on site. Upon the conclusion of the call on 2/7 we had advised the customer that we are unable to resolve this with regards to the marble floor due to the images and information we were provided. We also requested before and after photos to confirm that scratches weren't there prior to the plumber completing work. The customer was unable to provide the requested photos. We are prepared to refund the $125 that was charged for the examination of the ***** tub faucet as we did not end up performing any work on the ***** tub faucet and that should not have been charged to the customer as part of our business model. We will return the $125 via check in the mail to the customer at their home.