ComplaintsforPlumbing Masters LLC

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 4/2024 I called Plumbing Masters about an issue with my water system that I had a leak somewhere. On 4/23/2024 ********************* from Plumbing Masters came out. He did some checking and determined it was my water softerner that was bad. I kinda doubted it since my previous water softener was installed on 12/1/2017 but he is suppose to be the expert. He indicated that he was sure that would fix my problem, Well it did not. I received the following water bill with no change. Come to find out it was a watering line in the ground for my plants. It had a big crack in it. After I discovered it and repaired it my water bill went back to normal.

  

  Business response

  06/11/2024

  PM (Plumbing Masters) Management contacted *********************** to address his concern. Our tech ****** was called out to the home for a high water bill, ****** checked the water meter with *** and they both confirmed the water meter was leaking water. ****** found the softener was constantly leaking water down the drain. ****** turned off the water at the homes main entrance and showed *** that the meter was no longer leaking. ****** found the water softener leaking water down the drain. *** decided to replace the unit. We installed the softener and after it was competed we showed *** again that the water meter was no longer leaking. *** even gave ****** a five-star online review for the job he did.
  PM's manager **** called *** on June 7th, *** said he still had a high-water bill and an irrigation leak. **** explained there had to be two issues. The first Issue was the softener leaking and the secondary issue was his irrigation. If his irrigation system is set for 10 minutes, then his cracked irrigation pipe would only be leaking for that 10-minute period. The water softener was running constantly. The irrigation is intermittently leaking,only when the timer is set to run. We proved to *** that the water softener was the problem that we were able to see right then and there. We were not aware of the secondary leak issue on the irrigation line.                                                                                                                                                             Sals position is that we ripped him off. *** only wants to pay half now. We aim for a 10% profit, we offered to split this profit with him. Since his irrigation line is on a timer and the time was not set while we were at his home, we could not address the irrigation leak. We apologize for not catching it but giving back half of the cost of a water softener and installation is not reasonable.

• Initial Complaint

  11/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Plumbing Masters ripped off the previous owners of my house for $20,000. There was still a huge water leak, so I called them to tell them they hadn't fixed the problem. They sent someone who cut my main water line and said that was the problem. I didn't trust them any longer, so I paid for a new water line by somebody else. Turns out, however, that it was the irrigation system that was leaking, which they could have diagnosed simply by turning off the pressure cutoff valve.Problem now is the original line Plumbing Masters cut has a side branch that feeds the back half of my property. So I have to pay to restore the original line Plumbing Masters cut. They are responsible for over $2,000 damage already and now I have to pay again to fix their error

  

  Business response

  12/05/2023

  Dear BBB,

  The complainant states that the original owner of the home paid $20,000 for work that we did at their home. Plumbing Masters actually only charged the previous home owner $13,950. We did return as requested by the new homeowner 6 years later. For 6 years this has been working for the previous home owner. When we met with the new homeowner we found a leak between the mainline and the back yard irrigation. This irrigation line was not included in the work that we did 6 years ago. But we did do what was right and cut the line and cap it for them so that it was no longer leaking. This was an original line that was there before we ever did any work at the home. It was not a line that we bid to replace. We only tied into the line and replaced the main water service. We cannot be help responsible for a water line that tied into the main line we replaced. We already did FREE work when we dug up the leak and capped it for them out of generosity. To be blamed for this as our problem or being a rip off is absolutely mind blowing. We have no interest in this line and we are now being held responsible for an old out dated line that is now leaking? This makes no sense. We feel that we have went above and beyond in the scope of work we performed and helping them stop a leak.

   

• Initial Complaint

  08/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid 13k to have whole home replumbing done (strongly suggested by the manager at plumbing masters ****) then once the job was completed they left leaks in the pipes I've been calling over the course of a year and have not gotten someone to come back and fix the leaks. They left holes in the drywall that they made. Only replaced two water connections leaving one. Refused to reconnect our washers drain hose to our septic like the rest of the house. So is drains into our yard and have promised multiple times to come fix these issues, only to show up and deny to do the job saying that it wasn't part of their previous work done and I'd have to pay for them to fix the issues.

  

  Business response

  08/09/2022

  DEAR BBB,

   *************************** home was re-piped with all fresh (Potable) water lines in/under the home. We have never avoided or not shown up to her home to see if something was under warranty that she has claimed. It was clearly stated to her in the invoice and verbally that we do drywall. She understood this when the job was bid and done. 

  If we did something wrong with the work we sold her then we have fixed it for her at no charge. Plumbing Masters is willing to go and do work for her and even give her a 15% off discount on the laundry drain hook up, but we will have to charge for the work to be done.

  6/22/2021:

  CPVC pipe is broken in multiple places under master bathroom. To re-pipe whole home with PEX water Pipe and some copper piping. 
  Run all new PEX piping to every fixture in home, new copper lines for water heater, copper stub outs and eso's & supply lines.  Holes will need to be cut for access for shower valves, reconnect to existing valve in hall ball, replace valve for master bath utilizing construction plate single handle **** valve.  Remove panel for access to tub.  Not responsible for drywall repairs.  We will also install new hose bibs.  Work will carry a 5 year parts and labor warranty from Plumbing Masters year warranty on PEX.
  
  

  8/5/2021

  Customer called about tubular under master bathroom sink came apart. We added 3 inch extension to the drain line pop up and reattached the p trap.

  4/26/2022

  Customer said we moved laundry drain and reconnected to a hose that drains directly into the backyard. There is not any evidence to confirm what the client claims.
  It was never in the contract to fix any pipes related to drainage.
  
  

  8/8/2022

   No leaks from previous work was found. It is coming from condensation line in air conditioning unit draining. 

  
  
  

• Initial Complaint

  07/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Plumbing Masters LLC uses a rather deceptive approach of not giving an estimate over the phone, but send out a tech to make the estimate. If you don't like their estimate they charge you $29.95 for the estimate. Would be OK if their estimates were realistic, but in my case it was outrageous. I have upgraded the two toilets in my house from the very basic ones originally installed. One was replaced back in Feb 2022 by Lowes for about $150. This time their fee had gone up to $200, but the real issue was that they were scheduling out 30 days. So, I tried Plumbing Masters based on some good reviews. The tech showed up and looked at the elongated toilet I had purchased from Lowes and the master bath. He then checked his handheld computer and stated that the "basic" installation charge would be $495...!!!! The irony is that this was their "book" price to install a toilet and if it had been given to me over the phone I would have not asked them to come out. I was expecting a reasonable fee near $200.In the end I just installed it myself in 2 hours.I want my $29.95 back because I believe that this is at least an unethical way of doing business, but also masquerading as a *************** tactic.

  

  Business response

  07/11/2022

  Dear BBB, 

  When booking a call with our office we do not give estimates over the phone and we tell all of our clients this up front so that it is no surprise. We also let the home owner know that if you want us to come out to your home that it is $29.95 for a service fee, also if you do the repairs or replacement needed then we will waive this fee. We do this so that we know people are serious about fixing their plumbing issues. We do not do this for a bait and switch tactic. To think that I am running a business based off of bait and switching people for $29.95 is absurd. I pay my plumber more than that an hour! That would not cover their wage and gas as well as other over head. This complaint is based off of pricing, a price that the home owner has came up with . ********** did the install for you years ago for a very cheap price. ********** does not care about the installation they care about volume being moved off their floor. They hire the cheapest plumber so that they can move volume. The cheapest plumber also pays their team the cheapest. 

   

• Initial Complaint

  10/05/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They installed a gas line to my laundry room. Filed for a city permit. Told me it would be about 1 week. I paid them almost $5000.00. It has been 8 weeks. They won't have the person, *****, who I am told handles permits even return my call.

  

  Business response

  10/07/2021

  Dear BBB,

  I have been in contact with *********************** about this matter. Plumbing Masters had a field manager (*****) that was supposed to pull the permit for the clients gas line and that never got done. This field manager is no longer with the company and I have taken over this concern. We are in the process of pulling the permit and negotiations. I have offered to pull the line and give her all her money or proceed with the permit and i will cut the job in half with her for the inconvenience. Plumbing Masters number one concern is to finish the job and to be more than reasonable by cutting the job in half, refunding her the money. 

  Customer response

  10/07/2021

  I have spoken to the business. The issue is complex since it involves multiple vendors and contracts. The failure of Plumbing Masters to check on the work product of the field supervisor after my numerous earlier phone calls has caused the issue. Now other work on my house has been impacted. I expect further negotiations as I am waiting to hears from the other vendors involved. Plumbing Masters blamed the *************** for the delay which turned out to be a fabrication/justification for employee neglect.

  

  Business response

  10/15/2021

  Dear BBB,

  I have tried to negotiate with the homeowner and I can take the gas line out completely and refund all money, or I will refund half of the job and proceed. This is the only negotiation and is more than fair for Plumbing Masters and the home owner. We have submitted a permit and are waiting for the *************** to allow for inspection. No matter what we are at the *************** mercy.

*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. ↩