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:06/20/2023

  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.

  jessica butts was very rude and they said they would be here 2-4 then they came at 1130 the guy sit in the van on his phone never came to my door and drove off i called jessica and she said he knocked and accused me of not answering i was standing right in the doorway. he then came back just did the bath tub handle and faucet. he said when i get the bathroom sink and cartridge and the kitchen sink faucet and cartridge just call them. he said if they sell it to me its more expensive. so i had trouble with moen getting the parts, so i called jessica today and said can i buy it from you. she was very rude and said they dont replace faucets or sell them. did not understand that at all in there ad it shows a guy fixing a faucetj isnt that what plumbers do very unhappy with her and this company.its a shame because the company is right by my house. im glad i did not get them to do my hot water tank wouldnt give them my business because of her arrogance even if she is part owner there are other companies out there maybe they dont do that

  Business Response

  Date: 06/23/2023

  On the first visit to the home, there was no access to the bathroom due to various belongings. The homeowner was advised to make access and call the office back. Two weeks later, the customer made an appointment to have the tub/shower faucet repaired. The customer supplied the parts. The technician was able to complete this repair and the customer paid for the service. 
  
  
  However, the customer also wanted the bathroom sink faucet to be repaired. The technician assessed the faucet and determined it needed to be replaced. To replace the faucet would require gaining access beneath the sink. The condition of the area under the sink is unsuitable for any of our technicians due to health reasons. When the office attempted to explain this to the homeowner, there was a breakdown in communication. Unfortunately, we will not be returning to the home. 

• Initial Complaint

  Date:11/30/2022

  Type:Product 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.

  On 9/24/22 I purchase a hot water tank from Butt's Plumbing. (A division of ***** * **** ******** **.) The cost for the water tank and installation was $1950.00. I paid that amount on 9/24/22. Around the same time I had a new furnace installed, different company. When the inspector came to do the final check on the furnace, he noticed the new hot water tank. He told me the hot water tank wasn’t installed up to code and that Butt’s Plumbing never applied for a permit. To get it up to code there had to be a drip pan under the hot water tank and pvc running from the drip pan to the floor drain. The inspector called Butt’s Plumbing and told them to apply for a permit. I called Butt’s Plumbing to find out when they could come out to get the hot water tank up to code. They told me I’d have to pay an ADDITIONAL $175.00, if I wanted it up to code. When I asked the lady at Butt’s why do I have to pay more for something that should have been done when it was installed. All I got from her was a song and dance. I paid $175.00 on 10/27/22 after the drip pan and pvc pipe were installed. It should have been installed up to code. I want my $175.00 reimbursed.

  Business Response

  Date: 12/18/2022

  Ms. *****, 

  
  

  Please see the response regarding the ID above on behalf of Butts Plumbing. As you may have noticed in the customer communication, Butts Plumbing has changed ownership. I spoke to another staff member regarding updating the account and the office will contact our office to ensure we receive timely updates regarding any communication. Please contact me with any questions. 
  

  
  

  
  

  The initial quote given to the customer was to replace the hot water tank as it was installed originally. The customer’s failed hot water tank did not have a pan nor drain line from a pan installed. When contacted to add these items, the customer was asked to pay the material costs ($175). NO additional labor was charged. No additional cost for the permit. 

   

  This customer has been served by Butts Plumbing on two other occasions with honest and successful results. In addition, after the installation of the water heater, the customer had concerns about the sounds from the tank. A manager made a complimentary visit to check the functioning of the tank, which was working properly. At this time, we believe a fair outcome has been maintained for work completed.

  
  

  
  

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  Kevin * ******

  
  

  ***** *** **** ******** **.

  Office 330-527-PIPE

  Cell 330-603-7376