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:09/12/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 have ******** **** ******, I reported a hot water heater leak,. They sent out Royal Plumbing who said the heater was covered but it would take up to 2 weeks to be installed. Nothing else was said. A few days later I got an email and a text saying I have to pay $535 for modifications that were not covered. My agreement says everything related to replacement of heater were covered. I complained to Royal and *** but kept getting the same answer. Modification were not covered. I asked for the estimate 3x and finally received it after I paid the heater was installed. I then had a stopped drain. Called *** again they send out Royal Plumbing. I was told that the drain was installed improperly which caused the stoppage. (Ilived here 35 yrs - no problem.He said he told me that because it would happen again but he would clear it. He said it was fixed. NExt day I went to do wash and my stationary tub had several inches of brackish foul water, I called Royal who said I have to call ***. They would not stand behind the fact that it was fixed. They wanted $975. for "pipe modification". I could not trust them. Called another contractor who charged me $4.863. but it got fixed. I asked him to look at hot water was installed improperly, shaky, used an appliance flex line and did not use ****** but some plastic coated stuff. This contractor called Royal but did not get call back, to my knowledge. I called *** who insisted I pay another $125. service fee even though the installation wrong flute which was to be replaced but was't sealed into the wall, hat that comes with heater wasn't replaced. I informed that the situation was danagerous and could kill us; *** said that needed the payment before the could do a service order.but it would be refunded-wasn't. Reliance came out looked at heater and said."Oh My God". He went out and made a call came in took some pictures After awhile he left. Called *** and asked what was going on. They issued another ********

• Initial Complaint

  Date:06/05/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Royal plumbing came to my house on 4/38/23. I have ******** **** ****** and they sent Royal Plumbing. The technician came to my house without any proper tools. He yanked on my ****** water dispenser and broke it. It was leaking initially, but because he didn’t have the proper tools, and he try to fix the cartridge, he stripped it. I had to order a new ****** water dispenser. I also have a leak in my master bathroom shower. It was obvious the technician is not familiar with the brand ***** and took it apart, and could not put it back together. I do not have a working master bathroom shower now. The technician left my house saying that he talked with the office and they will send a senior technician to fix the problem. I did not hear back from them so I called the office. The gentleman I talked with was rude and told me that my water dispenser was not covered by ******** **** ****** and the shower was not either, so I would have to pay extra money. I asked him to have the manager give me a call back and he never did. If a part is not covered by ******** **** ******, why would you try to take it apart? This is the worst company ever. They lie. This complaint is for ******** **** ****** as well because they don’t hold our contractor responsible. They said horrible contractors to my house, and now things are not working. ******** **** ****** is not doing anything to help with this.

• Initial Complaint

  Date:05/23/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  About a month ago royal plumbing was hired to install a hot water heater. In my house. While doing so the company ended up breaking our heater room door. In addition, the job wasnt complete at its best as the hot water in the downstairs kitchen and bathroom barely worked and was not at its fullest capacity. Within eight minutes the company member was called and took note of my complaint . The member explained that a supervisor would reach out that day. Sadly I did not receive a call . Within the week I called a total of 4 additional times in which I was met with the same response. Eventually the supervisor finally called back 7 days after I was informed that he was going to call. He then said that since I didnt call within 24 hours of the service to complain that he wouldnt be coming to fix anything. When I tried explaining that my first phone call happened the same day I received my service he began yelling and then hung up the phone on me. Ive been calling back to received assistance with the service that they didnt complete and have been ignored since. I am very unsatisfied with this business and very disappointed!

• Initial Complaint

  Date:02/14/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Royal plumbing is contracted with ******** **** ******. I contacted *** because my sink was clogged. Royal plumbing unclogged the drain but in process they put a hole in my drain pipe at the elbow in my basement/garage. This was January 20th. He didn't go in the basement at all. My daughter found the leak which is running down my drywall. I contacted ***. They sent another plumber on January 26th who was late. He looked at the pipe and told me I need to do a different request. I called *** on the 27th. Set up a new request. The new plumber advised that Royal Plumbing caused this issue and cancelled the request. I escalated it. I was contacted by *** on January 31st and royal will call me. Royal Plumbing contacted me on 1st to set up an appointment on February 3rd. The original plumber who caused the damage came out.. over an hour late without contacting me and looked at the pipe, just like the plumber did the week before. I asked him him if he was going to fix it today He stated no. I escorted him out of my garage. Royal plumbing has refused to take accountability for the actions of their plumber. I am still in contact with *** trying to resolve this but as of 2/14 the issue is not resolved and my pipe is causing additional damage. I went without my kitchen sink and dishwasher for over a week. I had to.Temporarily put flex seal tape on it to do my dishes, but that is slowing the damage not repairing it.