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:05/20/2023

  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.

  On April 6th we hired Royal Plumbing to fix a clog in our laundry room. The washer drain was clogged and backing up. We told the guy they sent what was happening and water would come out. If that happens you have to unplug the washer to make it stop. He proceeded anyway despite our warning. I left the room and came back several minutes later to water going everywhere. My had the back door open and was sweeping water out it. Water was going under the wall to the next room. The water was approximately an 1 inch deep in the den, We grabbed as many towels as we could find and started mopping up as fast as we could. (yep i was mad). We have wood flooring so we had to hurry. ******************* the supervisor on site (after heated conversation form both parties). Said he would make some phone calls and take care of it. ***** said he was going to call ********************* ( ******************************************************** ************). We waited several hours and heard nothing from *********. So we called them about 4:30 and the person at Flood Out said ******************* had just called about 10 min ago and they would be right out. Flood Out had to run fans for 5 days, take off trim and drill holes in our sheet rock and pull up 1/3rd of ******* flooring. According to Flood Out , Royal Plumbing says this is not their fault. Today is the 20th of April and I call Royal Plumbing and asked to speak to ******************* but was told he was out. Someone by the name of ******* texted me at 11:00 am. and said he was one of the managers Royal Plumbing and please give him a call. Had several conversations with *******. What we are asking for is for Royal Plumbing pay ********************* the money they are owed and pay ** for the flooring that needs to be replaced. Talked to *************************************************) this morning (April 24) and he said ******************* is not going to pay Flood out. ******************* ************. Money owed Flood Out $2341.00. Repair flooring $1800.

  Business Response

  Date: 06/05/2023

  Dear Mr. and *******************,
  
  We sincerely apologize for the inconvenience and disruption caused by the recent issue with the washer drain at your home. We understand that this situation has been frustrating.
  
  Upon receiving your complaint, we thoroughly reviewed the details of the incident. Our technicians visited your home on April 4, 2023, and upon arrival they immediately noticed the backup in the washer drain. They had understanding from their work order that ****************** had let the office know when he called to make the appointment that they had flooded their laundry area the day before and upon arriving our technicians did notice several fans and a shop vac that were present in this area.
  
  Understanding the urgency and importance of addressing the situation promptly, our technicians took immediate action to rectify the drain back up to prevent further damage then what had already taken place. The technicians completed and performed certified plumbing task to rectify the situation.
  
  Unfortunately due to your homes back up the night before and the amount of water that was unknown prior to Royal Plumbings arrival, we do not feel we are liable for any damage prior to us coming out.
  
  Sincerely,
  
  Royal Plumbing and Construction, LLC