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:07/10/2023

  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.

  Pro tech plumbing was sent out to fix a leaking toilet upstairs through our warranty company. Instead of checking the toilet he walked over to the shower jerked very hard on the bathtub faucet and said the leak was coming from there. We weren't experiencing any leaks from the shower/tub. The seal is broken on the toilet and needs to be fixed. He offered to caulk the shower faucet for $175. We told him it was time for him to leave. He left and made a bogus work order for an estimate. He spent most of his time talking on the phone asking someone to send a picture to him.

  Business Response

  Date: 07/18/2023

  Technician went to home and was told he couldn't look at the toilet because it was clogged. He measured to see if the leak was coming from the shower or toilet and diagnosed it as the shower because where the leak stain was, the shower was directly above. Toilet was on outer wall from where the actual leak was. Customer did not want technician to cut a hole in the ceiling to diagnose any further. Customer could have requested second opinion from home warranty company but our decision stands because water is getting behind the wall where the diverter spout is not caulked. The home warranty company does not cover caulking. 

  Customer Answer

  Date: 07/31/2023

   
  I am rejecting this response because:
  

  Pro tech plumbing did not offer to fix the actual problem.  Instead they offered to put caulk around the bathtub faucet for a ridiculous amount of money.  The toilet is where the leak was coming from.  The only offer to fix anything was to fix something that was not broken for a ridiculous amount of money.  The technician was on the phone the entire time and couldn't possibly have a conversation with us because of that. Their response is a falsehood.

  Business Response

  Date: 08/08/2023

  We offered to fix the issue of where the leak was coming from, for a cost. There was no leak from a toilet, which was on the opposite wall of where the leak was coming from. Customer never contacted us directly about this to try to resolve the issue. He went straight to the BBB to give us a bad review. 

• Initial Complaint

  Date:05/12/2023

  Type:Service or Repair 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.

  Technican was paid to replace faucet in shower that was stripped. Technician didnt replace but instead said an additional $200 is needed for a repair that has nothing to do with what I requested or paid to have done. The service that was paid to be rendered was not repaired.

  Business Response

  Date: 05/12/2023

  Unfortunately, your home warranty company denied the claim due to ************** pressure in your home. They require ** to take the water pressure in the home and if it is over 80psi, your claims will be denied until you have a pressure regulator installed. That is an issue you have to take ** with your home warranty. Fixtures in your home will fail due to excessive water pressure so this is an issue you need to get taken care of before other things, such as a water heater, starts leaking. I apologize you didnt get what you expected but we must follow the terms of your home warranty contract. 

  Customer Answer

  Date: 05/12/2023

   
  I am rejecting this response because:
  This is the first mention of a water regulator. You said the problem was a shower head. You didnt return my calls for clarity either. I dont believe your technician properly measured the water pressure. He was going to install the new faucet but only relented after hearing it wasnt covered. There is a bill for $200 for a shower head from your company. Why would you charge $200 to fix a shower head knowing the pressure is too high without mentioning until now that a regulator is needed? Why have your company failed to reach out when I called your office twice and was told someone would call within 30 minutes? That sounds like a money grab scam. Take the warranty money and the service fee, make no repairs, claim a bogus repair is needed and that is not covered and charge an additional fee. Then claim a completely different new problem exists that is not in your report or findings that is the cause for your lack of work and service rendered that you have already been paid for. 

  Business Response

  Date: 05/22/2023

  The technician informed you of high water pressure when he was at the home, we have a signed invoice acknowledging this. We also have a picture of the water pressure gauge reading. A mistake was made with the estimate that was sent out to make the repair by not including the *** cost in the estimate. We would have been unable to install the shower head without also installing a ***. Regardless, the claim was denied due to high water pressure and it needs to be fixed. We are unable to assist you any further with this. 

  Customer Answer

  Date: 05/22/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:03/02/2023

  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 was told my service claim was denied because it wasnt covered by the warranty. When I called to cancel the service because I knew it should have been canceled they said they didnt deny the claim but the plumber didnt do the service. Acknowledged that although documentation initially showed denial due to wear and tear damage was caused by over tightening. The plumber was the person who would have overtightened during previous service. There is now damage to my floor and they refuse to fix it.

  Business Response

  Date: 03/02/2023

  We went to the customers home on January 7, 2023. Found toilet to be cracked at the base and the ****** due to over tightening of the bolts. The homeowners home warranty company doesnt cover to repair this as it is not normal wear and tear. We were not the original plumbing company to install this toilet so we should not be held liable for what the warranty company doesnt cover or what the original installer did incorrectly. 

  Customer Answer

  Date: 03/05/2023

   
  I am rejecting this response because:

   

  The business employee was the last to manipulate the toilet.  There were no issues until immediately following a repair a month prior by the company. The warranty company stated the repair was approved and that the business refuses to complete the repair.

  
  

  Business Response

  Date: 03/06/2023

  A fill valve was replaced on 10.2.22 which has nothing to do with the ****** or the bolts where the toilet meets the floor. The home warranty company covers items that are normal wear and tear and a cracked ******, as well as a cracked toilet are NOT normal wear and tear. We did not tighten the toilet down or touch the base of the toilet. 

  Customer Answer

  Date: 03/06/2023

   
  I am rejecting this response because: the company is responding to say the issue is normal wear and tear while simultaneously saying improper installation is the issue. Again the warranty company mentioned the repair should be covered. I have ended my relationship with American Home Shield and would never allow ProTec to assist me in the future.