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Business Profile

Plumber

Royal Flush Plumbing

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:06/06/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 or about May 8 I had a water leak in my main water line.Called Royal Flush to repair.They advised I should replace my entire waterline ($6000+/-) and not just repair the leak.I opted to just repair the leak ($1500) and within 1 day I had no water pressure. Called them back and was asked "Is it leaking? We fixed what you hired us to do") They never offered to come out and do any further trouble shooting to see why, now after the work they did, my water pressure was non existent. I hired another plumbing company who came out did some trouble shooting and found my PRV had failed. Apparently, when there is a PRV on the line if the water is turned off/on too quickly it can cause failure. So Royal Flush may have caused the problem either intentionally (to get me to replace my entire water line, or with their poor workmanship. Either way, I had to hire another company to get my water service returned to its previous volume. Had Royal Flush been willing to look for the problem and help me find a solution other than replacing the entire waterline at a $6000 bill we would not be here today. Additionally, they never showed me the work that they completed, nor did they get the required permit or inspection by the County. I have asked them to refund my payment for the work they did that caused me additional duress due to no water pressure for over 2 weeks and additional expenses to correct a problem that they should have been responsible for since it was caused in conjunction with work they did.

    Business Response

    Date: 06/17/2024

    Yes, the following statements are true:

    ************************* called our office because she had a leak. 
    We arrived on site and diagnosed the problem and gave her our professional recommendation and  a couple options. At which point she chose to only do the spot repair only.  We told her upfront that the correct way to take care of it and to ensure that the problem would be resolved is to replace the water line. We explained that there could be additional areas of repair needed if only the spot repair was done.  She chose the spot repair, we provided that service.

    She later called the office and said that she had very low water pressure.  The office staff directed her concerns to a plumber and *** received a return call again explaining her options.  One being a new water line - like previously recommended. Two, a new PRV - which was NOT a guarantee that that was the only problem and that could potentially not fix the issue.

    *** did not like that answer, she got extremely upset and wanted to speak to the owner right away.  *** threatened the office staff with aggressive language and said if she does not get a full refund then she will open a CCB claim as well as turn this into the BBB.  

    We provided a service that SHE requested, we made the repair in a curious and professional manner and did the job properly to plumbing code standards.

    This complaint is not valid and in no way, should this come against my company.

    Customer Answer

    Date: 06/17/2024

     
    Complaint: 21812838

    I am rejecting this response because:

    They repaired the leak which resulted in low water pressure and offered no assistance in correcting that issue other than to replace the waterline entirely.  The work they did not was not permitted or inspected which is in violation of State Code. 


    Sincerely,

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

Royal Flush Plumbing is NOT a BBB Accredited Business.

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