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:03/24/2025

  Type:Sales and Advertising 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.

  3/4/25 - I paid $267.75 to get both toilets flushing properly. I sent two emails, one on 3/5, another on 3/6 to *** and spoke to owner, **** *********. One toilet works after auger was used. After lift valve was replaced on second toilet, it still didn't flush any paper or properly. Employee ***** ********* came back on 3/5 telling me an auger would not work on that toilet because of weak water pressure; that I needed to replace the toilet, but that I could use a bucket of water from my tub faucet to get it to flush. At age 74, I have a bad hip, and that is out of the question for me. I asked **** for a refund of the valve since it did not resolve the flushing issue. **** offered to have that toilet augered. I asked if that didn't work, would I be out an additional $149 plus tax. He said yes. I declined, but did research elsewhere. During my phone conversation with ****, I recognized that he didn't care that I as a new customer was not satisfied with their work. Living in my condo for 24 years with ********************************************* if I have had a bad experience with a contractor. Well here is one!I believe the techs should have recognized the second toilet needed to be replaced the first day instead of leaving me with a weak flush I had to begin with, and **** suggesting more expense for me without a guaranteed resolution. *** charges a great deal for their toilets and for input. I went to ********** and found a toilet and input for around $600, which I have not purchased yet. The invoice I was given by PJs via email later on 3/4/25 showed 15 day payment terms, which I wasn't informed of by *****. Also, I was told there would be 3.5 per cent added if I used my credit card instead of a check. For all my aggravation, I believe PJs owes me a total refund especially since I must incur other expenses elsewhere for this to be resolved effectively. This is unfair business practices. *** has copies of the emails and invoice. Can mail copies to BBB.

  Business Response

  Date: 04/04/2025

  To whom it may concern
  We were contacted by the customer to make repairs for two toilets. We scheduled the appointment for 03/04/2025.  There were two issues; first was a toilet handle loose and not flushing. The other toilet was supposedly clogged and not sure if it was cleared. At this time before service we quoted over the phone to the customer $59 travel fee and $165.00 per hour for labor plus materials used. Customer agreed and accepted these terms.
  
  We arrived at the residence and checked in with the customer. We cleared one toilet with the toilet auger. The other toilet in question had a lower flush system. We offered two options to the customer. To upgrade her toilet to a better flushing, more water economical toilet or possibly attempt to repair the existing with a new flush valve. The customer decided on the least economical option. We proceeded to change the flush valve and collected for our services.Please see attached invoice with the customers signature stating our services were to her satisfaction.
  
  We returned 03/05 to her residence to address continued poor flushing of existing toilet. Again we advised her to replace the toilet. Customer wants a refund of a part we installed. We cannot return parts. Customer believes we should have noticed all her plumbing problems within the one-hour time frame we were at the residence.
  
  We do not believe the customer is entitled to a refund. We are concerned she is unhappy with our services yet she has declined additional services provided by us as she does not believe she should pay for additional services outside of the scope we performed. I hope to resolve this issue with the customer, yet additional services performed will incur additional expenses.

  Customer Answer

  Date: 04/08/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  PJ Plumbing was hired to repair both toilets in good working order not leave one with a weak flush as it had been before their visits. Misfeasance is about engaging in an act or duty but failing to perform the duty correctly. *********** is deliberate.  **** ** response to my complaint shows in his unprofessional untrue wording and behavior on the phone with me. I told him I wanted a win-win for both of us, but I guess he believes only in a win for himself, since he cashed my check.
  
  Dysfunctional companies deny and deflect, and do not tell the truth. I spoke with an attorney about this matter, and he said the contractor is demonstrating misleading the average person, blatant deceptive unfair business practices and lack of due diligence according to Wis. Stats ******. **** G was negligent in owing a duty to me as a customer; he breached that duty and cost me to suffer monetary damage in charging me for a part that made no difference, and in my having to eventually seek out other contractors to resolve the issue he was hired to handle.
  
  I was NOT offered two options on 3/4/25 by ***** on the one toilet. They replaced a part, I used the toilet that night, and the toilet paper did not flush. I called for ***** to return the next day. Had they made the suggestion of a new toilet on 3/4, I would have opted for a new toilet. There would have been no reason for me to have them put in a part or pay for a part of no consequence or to ask them to come back to fix the weak flush they left me with that day. ***** said on 3/5 that I needed a new toilet (not the day before). I signed and paid that invoice with a check on 3/4 before I used the toilet and then knew the toilet did not flush correctly. I regret not paying with a credit card, but was told there would be a 3.5 per cent added fee, for an additional $12, and I am on a fixed income. I am more than
  disappointed with their services. As  a 74-year-old with hip issues, I was told by ***** on 3/5 to use buckets of water to get it to flush three times every time. What kind of an outfit is this, I ask?
  
  I had asked of **** on the phone on 3/6, that the part they replaced be taken out and that I be given a refund for that part, because it didnt solve the problem. He refused. But he offered to auger that toilet for an additional $150 on top of what I had paid $267.75, and he would NOT guarantee that service would work. ***** said on 3/5/25 it would not alleviate the issue, because the water pressure was too low to use the auger in that toilet. I did not agree to have them come back a third time to auger that toilet. Their diagnosis was in error the first day, and I paid for that service. 
  
  A bait and switch fraud tactic is to upsell the customer a pricier item. Their toilets begin at $459 plus huge labor according to *****. Bait and switch is a violation of my rights as a consumer. This owner should be focusing on building trust with a customer, instead there was no transparency in his marketing tactics. Contractors start the work, come back and find additional issues to increase the price significantly.  The first day had an offer, which I paid, only for them to switch it up and try to sell me more expensive services within the 2nd and 3rd day of contact in a row. 
  
  On 4/7/25, l saw PJ Plumbings 30-second regional ad on ************* Those ads cost between $5,000 - $25,000. This company could afford to reimburse me for the aggravation they caused me. I have yet to get a new toilet put in through anyone.
  
  If I do not receive the full  refund I requested through BBB, I will file a complaint with the state. I believe the owner thinks he can take advantage of me as a senior female, and not complete the work he was hired to do, but insists he get paid anyway and paid more. I will not sign off on this complaint as satisfied. And, I certainly would not use this company for anything ever again sharing this dismal experience with others. 
  Regards,
  
  Rev. ******** *******

  Business Response

  Date: 04/15/2025

  
  To whom it may concern
  We were contacted by the customer to make repairs for two toilets. We scheduled the appointment for 03/04/2025.  There were two issues; first was a toilet handle loose and not flushing. The other toilet was supposedly clogged and not sure if it was cleared. At this time before service, we quoted over the phone to the customer $59 travel fee and $165.00 per hour for labor plus materials used. Customer agreed and accepted these terms.
  
  We arrived at the residence and checked in with the customer. We cleared one toilet with the toilet auger. The other toilet in question had a lower flush system. We offered two options to the customer. To upgrade her toilet to a better flushing, more water economical toilet or possibly attempt to repair the existing with a new flush valve. No formal quote was given The customer decided on the least economical option. We proceeded to change the flush valve and collected for our services. Please see the attached invoice with the customers signature stating our services were to her satisfaction.
  
  We returned 03/05 to her residence to address continued poor flushing of existing toilet. Again we advised her to replace the toilet. Customer wants a refund of a part we installed. We cannot return parts. Customer believes we should have noticed all her plumbing problems within the one-hour time frame we were at the residence.
  
  We do not believe the customer is entitled to a refund. We are concerned she is unhappy with our services yet she has declined additional services provided by us as she does not believe she should pay for additional services outside of the scope we provided.I hope to resolve this issue with the customer, yet additional services performed will incur additional expenses

  Customer Answer

  Date: 04/18/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  Unacceptable. It does not resolve  my complaint. My next step is to file a complaint with the state.
  
  Regards,
  
  ******** *******