Complaints

This profile includes complaints for Premier Plumbing & Mechanical, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Premier Plumbing & Mechanical, Inc.

  5321 Pleasant View Rd Memphis, TN 38134-6408

• 

  Premier Plumbing & Mechanical, Inc.

  5321 Pleasant View Rd Memphis, TN 38134-6413

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:03/27/2025

  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.

  Premier Plumbing came out on 3/1/20245 to inspect what we thought was a cracked sewer line. We paid $485 for an inspection and to have them run a ****** down the line to clear it. The tech came out and attempted to clear the line and he said he 'was unable to clear the line because the line was broken' He told me that a quote would be written up to replace the line.With any major repair I like to try and get a second opinion. We called ******** and they came out to give us a quote on the new line. Once they came out to start working on the replacement the said it was procedure they try and clear the line first. After about 30min the line was clear. When I went to inspect the work I saw that they cleared all the sewage around the clean out to open it up and use a ****** on the line. They informed me that it was only a clog, the sewer line was in tact, and no signs of damage. When Premier Pluming was out the tech made no effort to unclog the line. All he did was throw his ****** in the sewage making it seme like he was unclogging the line, but he really wasn't doing anything at all. I am convinced all he was trying to do was make a commission.When I tried to ask follow up questions and express my concerns he had poor customer service and seemed to have no real knowledge on what was going on with my yard. We had to shell out $485 dollars on a improper diagnoses only to have to wait almost another month to deal with our insurance and a new contractor to get everything taken care of. All the while we had sewage flooding our yard causing unpleasant smells trying to conserve sewer usage as we awaited for a more qualified tech come out to give us a proper diagnosis and fix the issue.We limited flushing and shower usage with the fear the supposed crack would flood back into our house. Our family was extremely inconvenienced.I have made at few attempts to reach out to someone at Premier only to have no call returned Overly Disappointed. Would NEVER recommend

  Business Response

  Date: 03/31/2025

  Dear *******,
  
  We appreciate your feedback and the opportunity to address your concerns regarding the recent ****** service provided for you ******* ****.
  
  First and foremost, we understand the frustration that can come with ongoing plumbing issues, and we truly aim to provide quality service to all of our customers. However, its important to clarify that drain cleaning, including jetting services, is a no-warranty service due to the unpredictable nature of blockages and what may be found within the line. This policy is clearly communicated and is standard practice in our industry.
  
  As a licensed contractor governed by the state of *********, we are required to follow proper protocol and provide permanent, code-compliant solutions not temporary fixes or "bandaid" repairs. Upon inspection and based on the images included, it is evident there is a large tree in close proximity to your sewer line. This tree has caused significant intrusion into the line, which requires a full replacement to resolve the problem long-term.
  
  While another contractor may have temporarily removed the blockage, the presence of roots confirmed by our jetting equipment strongly indicates the issue will return without the necessary replacement. We do not take shortcuts that could lead to bigger issues down the line our goal is to ensure your system is functioning properly and safely.
  
  We stand by the professionalism and integrity of your tech ***** and our entire team. If you have further questions or would like to discuss a long-term repair solution, we would be more than happy to assist you.
  
  Sincerely,  
  ***** ****** *****

   

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 23125748
  
  I am rejecting this response because:

  1) Your tech never even jetted the line. When ******** came out they told me they would have to try and jet the line. So I watched them actually clear the sewage around the the cleanout, something your tech didn't even do, and was able to clear the line. As stated your employee did none of that he just threw his ****** in the sewage and made no attempt to clean out the line. You have no right to charge someone for a job that wasn't done.

  2) Chote's cleared and scooped the line and informed us there was no root damage to the line. As I told the tech when we purchased the house the line was scoped and they informed us that the tree was dying and no roots were puncturing the line. I can easily pull those records.

  3) You have no proof that the tree has caused any damage to the line because your tech didn't do his. You are only going off assumptions. What presence of roots do you have if he didn't even jet the line properly.

  How do you have any proof of a presence of roots if he didn't scope or jet the line.
  
  ******* ****

• Initial Complaint

  Date:02/04/2023

  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.

  I reach out to Premier Plumbing of ******* regarding some plumbing issues. They sent someone out on Thursday, January 26th. (We received snow on Monday, January 30th). I was told that I should have my estimate by EOD buy the plumber before he left. The only thing I received was a email with my receipt for them coming out. I called back on Thursday and I was told the system updates and it should be sent out that day. I gave them the entire weekend because they are a 24 hour business. I did not receive anything. I called back on Wednesday or Thursday and had a chance to speak with ***** who said she was the owner. I explained to her that its been almost a week and that I still didn't received my estimate I explained that it this point I felt that it was bad customer service and that I would like a refund and would not be using the company for the repair. She did not try to make the situation any better and tried to blame it on the ice storm. There were 4 working days prior to the storm. She said that the power has come back on 2 hours ago. I called back the next day 3 different times and I was told that ONLY MY ACCOUNT was locked and that they were waiting on IT to get to it. I called at 8:43am and the owner stated that It would be 10 mins and she would call me back. I called them back an hour later and was transferred to the owner who stated that It would be after lunch. I called back around 330 and was then told the **** They seem to think that this is some sort of game when all I wanted was my plumbing fixed. I would like a full refund, keep the estimate. All calls were recorded and I have the phone records of me making the calls. I called today several times and did not get an answer.

  Business Response

  Date: 02/20/2023

  Good morning, we did have a software issue that caused some accounts to show the quote or invoices sent from our end but not received for some customers, in those cases ALL customers where advised we can mail a hard copy or they can come by and pick up a hard copy from our office if they wish. This customer wanted an email that for the technical difficulties that had occurred due to the storm is beyond our control. This customer was mailed a hard copy of the quote in question, and we can still print this hard copy for the customer to pick up from our location. WE RECORD all calls received into our office and explain we collect a none refundable scheduling fee and this fee is due before the caller gets placed on the schedule therefore we do not issue refunds for it. 

  Customer Answer

  Date: 02/20/2023

   
  Complaint: 19333257
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 02/23/2023

  Picking up the document or having it sent in the mail was never mentioned on the phone. She is right, the calls are recorded and she doesn't have that recorded because it was never said. Still no quote received in the mail. The system should be up by now and still no emailed quote. I paid for a service that I didn't fully receive. 

  Customer Answer

  Date: 02/28/2023

   
  

  From the CONSUMER:

  Sent 2/23/2023 2:16:24 PM

  Read by *************************** on 2/23/2023 2:16:45 PM

  Picking up the document or having it sent in the mail was never mentioned on the phone. She is right, the calls are recorded and she doesn't have that recorded because it was never said. Still no quote received in the mail. The system should be up by now and still no emailed quote. I paid for a service that I didn't fully receive. 

  Business Response

  Date: 02/28/2023

  Our location is ******************************************************************* a hard copy can be picked up from the location or a hardcopy can be mailed. Both are very suitable resolutions here which one do you prefer? 

  Customer Answer

  Date: 03/03/2023

   
  Complaint: 19333257
  
  I am rejecting this response because the problem has been fixed and ********** was not given in a timely manner. You have my email but email is no longer an option still. I assume that the system is still down. I would like a full refund. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/24/2023

  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.

  In Feb 2022, pipes burst in my backyard apartment. The contract with Premier Plumbing and Mechanical was to repair burst pipes and insulate. The work order also called for a cutoff for the apartment water to be installed in the main house basement. The technician (************* installed the water cutoff on the wrong water line and the manager *****) refused to correct their error. She stated that since the warranty was for 30 days. My response was how can you apply a warranty to a job that was never done.

  Business Response

  Date: 03/16/2023

  Hello thank you for reaching out as you can see this was completed out fully in our system March of 2022 - That is beyond a standard warranty policy. If such an issue occurred  this would have been something you would have noticed at completion, within 30 days even, not a year later. I am attaching a reference pic of where the water was restored and the charges are valid. 

  Customer Answer

  Date: 03/17/2023

   
  Complaint: 18893232
  
  I am rejecting this response because: The agreement was to install a shut-off in the main house for the backyard guesthouse. How could there be a 30 day warranty on a job that was never done?
  
  Sincerely,
  
  *********************