ComplaintsforPruitts Plumbing

• Initial Complaint

  05/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a novo water softener on Friday April 26. We were told the total for the softener would be 2071. But on the receipt it showes the water softener is 1359. We also were charged 2071 but the total actually came to *******. Theres no explanation on why we paid more. We were never given the receipt until after the softener was already installed. The softener was installed Tuesday May 1st. Tech arrived at 930 and the tech took no more than 1 hour to install the softener. On the receipt i was charged for 5 hours of labor @120 an hour. $600 in total. We were charged an additional 480 for labor. And we are not paying for labor that wasnt performed. I am requesting a refund for the 4 hours of labor $480 and the $182 dollars we were charged additional with no explanation Total 662

  Business response

  05/06/2024

  I spoke with ******* and explained to her that the labor includes All the labor for the company and not just the techs. The labor is for ordering the system, receiving the system, going to the store to get salt pellets, drive time from ******************************** to *************, etc. The price was agreed upon with a 10% discount and signed for which included the labor. After I spoke with ********, she agreed that everything was fine. 

  Customer response

  05/06/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  04/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On approximately Sunday the 2nd of April, I found wet carpet in my bedroom. I proceeded to call over a licensed General Contractor who gave me the direction that if it were him he would initially call his home warranty provider. This is what I did, the next morning on Monday the 3rd of April the home warranty company American Home Sheild, had not called me so I gave them a call back. They at this time assigned ******** Plumbing out of Lake Havasu City, AZ.Wednesday the 4th of April was as soon as they could come to my home, having a commitment for work in ****** I called and put it off until the next day flying out late and returning on Wednesday the 4th of April around midnight. My friend who has been staying with me had been with them all day on the 3rd. Long story short, I took off of work on Thursday to see what in the world they were doing as my friend kept calling me about them wanting to cut holes in the walls. (I was fine, they needed to locate lines) How they cut the holes is the problem! The just hacked all of the walls, the general contractor ***************** came over multiple times telling them to please cut square pieces and keep them so he could do the repair when they were done. Thursday when they left the shook my hand and said they had checked everything and it worked. I went into clean my bathroom and there was still old urine in the toilet, no water to one of the sinks, the pressure tank had not been turned back on and tested it was not completed. I called Pruitts plumbing and he did make good sending another plumber named **** up, it took **** 5 hours to track all of the things they (*****) did incorrectly to finally get me and my animals water. Now comes the rest of the story, I have holes that have to be re-cut in order to install the patches properly, rooms that need painted , and an entire house with filthy floors as well as drywall dust in every single room as far as the ceiling fans. This is not professional and Pruitts should fix it.

  Business response

  06/06/2024

  I personally apologize for the first visit and not getting the repairs done correctly, unfortunately, I am unable to pull up the work order to see all the details. Our owner recently passed away, and as the new General Manager, and these issues are just now coming to me.  
   
  The majority of warranty companies do not cover for access or repair of any damaged dry wall. I certainly hope our tech made that fact clear when he was asking permission to cut the dry wall.  As I cannot see the dry wall that was cut, but we normally try to keep the cut of dry wall holes small (large enough to do the work), and in a shape that could easily be repaired.   The dry wall is not repaired by us or the warranty company.
   
  I apologize for such a late response, but feel free to contact me if you would like.

• Initial Complaint

  12/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Home warranty called this company to clear some drains and fix a hall shower that did not have cold water, only very hot. The employee checked the shower faucet and found the hot and cold to be reversed. He said he was going to reverse the handle. Then he said he thought the whole cartridge was reversed. It had been replacing a year ago. He ended up not being able to fix the issue because of an error from the previous company. My complaint is that he said he turned off the water to the shower. 3 days later and its still dripping. No response from after hours service or from voice message left the following day. I called the office this am and spoke to a supervisor who said it was the previous *** who made the error and they should come back and fix it. Why is this their decision? They set up an appt for 10 days after initial appt. I asked them to come back and make sure the water is turned off because apparently it is not. I also asked the office about a cash price for the repair and they never got back with me about it. At this point with a leaky faucet and original problem not fixed Im calling another company.

  Business response

  12/13/2022

  *****,

   

  I am the ** at ******** Plumbing. I apologize for the delay, but when we called in our report to One Guard warranty, they informed us that they would send it back to the last company to work on the shower valve. They decided the next day to send it back to us since the other visit was not recent. We have you scheduled for a supervisor to come out on Monday, Dec. 19th. Please feel free to call me with any questions. ********************* at ************. I am assuming the shower head is dripping into the shower and going down the drain. If this is not the case, please call me immediately so we can expediate the call.

   

  
  Thanks,

   

  *********************

• Initial Complaint

  11/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ******** plumbing came to our home to repair 4 leaking bathroom faucets on October 7 2022. The employee flooded 4 of the vanities and damaged 4 **** faucets. The employee also broke the faucet at the water main. There resolution to fix the faucets was to replace $219 faucets with $29.00 faucets that do not match our other fixtures. We refused the replacements. The appointment was scheduled for 8:00-11:00 a.m. they showed up at 5:30 p.m.. They were very unprofessional. I am looking to getting the money or faucets replaced. They are no longer allowed for any work to our home.

  Business response

  11/02/2022

  The customer called our company out to their home through American Home ************************ We work through the ***(American Home Shield) and their policies and regulations that they provide to us according to the contract that the customer signed with ***. We diagnosed the faucets, attempted repairs on two of them which did not work and then put in to replace all four faucets under the *** policy. The policy which the customer contracted with *** does NOT require a brand for brand replacement. *** has confirmed this to us and the customer. We ordered four faucets to replace the four faucets that we had diagnosed to be replaced. The customer insisted upon **** brand. We informed them that we could get them, but the customer would have to pay an upgrade fee. The customer did not want to pay the upgrade fee. We attempted to remove the handles to attempt a repair by changing the cartridge. There were some scratches on the handles, but that does not change the diagnosis of replacing the faucets. 

   

  We ordered and were prepared to install the new faucets, but the customer refused and would not pay the upgrade fee for **** brand. 

  ******** Plumbing followed the agreed upon procedures and policies according to ***. The customer should not have a complaint with ******** Plumbing.

• Initial Complaint

  10/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Pruits plumbing fixed a plumbing issue which ended up flooding my home with water that reached sewer water and did major issues to my home. I have proof and recorded the conversation between the manager and employee. The employee stated it was there fault. The manager tried to lie and refused to pay for my damages. I have ********* in damages and I filed a insurance claim. I need to have my home repaired. I'm willing to settle out of court for the entire repair to be done by ********************************** of **********. If the owner/manager will not rectify the situation. I will obtain an attorney and provide the recorded video. I'm reaching out to national insurance commission and an attorney. I look forward to this resolution. Should I need to contact the news 3 on my side I will. I want my home back to preloss conditions. My resolution is paying to repair all damages. This is only some images I can provide the entire adjuster estimates to repair it to preloss condition. I was unable to attach all images. Bathrooms flooring cabinets kitchen etc ruined.

  Business response

  10/20/2022

  -This is ********************* with ******** Plumbing. I am the General Manager. On 8-5-2022, we arrived at the home at *********************************************************************************** and found two toilets. master bath and guest bath toilet, running constantly. We replaced the fill valves on both and left. On 8-30-2022, we received a work order from One Guard Home Warranty regarding a toilet issue. We called and went to the home on 8-31-2022. Our technician, *************************, inspected the toilet and it flushed and the toilet stopped as it is designed to do. He called me to go over the job as we had instructed him to do so since it was a return call. He spoke with me, *********************, and we flushed the toilet apporx. 7 more times and it worked correctly each time. I spoke with the customer to explain what we were finding and that the flush valve should have some adjustments made to it to prevent an overflow. The flush valve was NOT a part that we replaced or worked on previously. The customer did not like my explanation over the phone and the fact that the toilet was currently working as it is designed. He then hung up on me and when our technician attempted to document with photos and videos, the homeowner threatened to call the police if we took any pictures and did not immediately leave his house. Our technician left the house and we had no further contact with the homeowner that I am aware of.

   

   

  *********************

  General Manager 

  ******** Plumbing

  ************

  *************************************

  Customer response

  10/20/2022

  **** the manager sent ****** out who came and allowed me to record ****'s conversation. ****** in a recording stated that the valve wasn't cut below the handle. There is a pause then **** tried to say it was a hose. I then asked ****** to leave. We had another plumber come out from 1 guard and the fixed both fill valves and documented in writing that Pruits did not cut the fill valve below the handle. Causing the toilet to flood under the flooring tile, carpet entire home with then ***** water. 

  I will be seeking an attorney and filing a complaint with the *** as **** the manager lied regarding the repairs. Even after the next day he wanted to send a mitigation company out to repair the situation. I'm disgusted that **** still can not be an honest person even after I just gave you the opportunity. 

  The other plumbing company is willing to testify to the error. 

  Wow thanks Pruits for confirming your dishonesty 

  Business response

  10/24/2022

  This is the original complaint. There is no new information. I responded to the original complaint, therefore there is no new action to be done.

   

  *********************

   

  Customer response

  10/24/2022

  **** Again read my rebuttal again. My warranty company sent another plumbing company out to review what you said you repaired. They videoed the damage and fixed the problem. The company has put it in writing that *********** created the damage to my home. I want this rectified immediately. I have filed a complaint on your license and supplied images videos of you and your employees conversation. Where he told you it was Pruits issue. I have also reached out to 3 on your side. I want this to be put on the NEWS as you will not get away with this. My home is contaminated by catagory 3 water damage as the water ran under the toilet and touched the wax ring per the legal adjuster. 

  I am willing to not go on the News if you rectify the damage done. Either way if you do not come to an Agreement. I'm going to the News and ROC. 

  ************ DECIDE

  You want my video to play where ****** shows and tells you what wasnt installed correctly I will. 

• Initial Complaint

  03/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a home warranty company that utilizes Pruitts Plumbing as the first plumbing company they send out on calls. I noticed my hot water heater was not working correctly and my warranty company sent Pruitts out. They came and left saying they needed to order a part to fix it. I received a text message a few hours later saying that my part was in. I called Pruitts to schedule where I waited on hold 20 minutes just to hear that they could not come back for a week. Three days later my hot water heater broke completely flooding my garage and part of my house, it was also smoking from the electrical unit and part of it was actually burned. I called Pruitts for an emergency due to their own negligence and they sent someone seven hours later. My house had water damage to several areas of my home. I called another emergency plumber who came out immediately and contained the issue. Pruitts came out later said I needed a new hot water heater and left AGAIN! They did not remove the old tank or even disconnect it properly. Now they are trying to charge me $500 outside of my warranty for modifications. The new plumber I had to hire on my own says no modifications are needed if the same size is purchased. The new plumber also stated that there were obvious signs that it was leaking long before it completely broke and flooded. If Pruitts had properly diagnosed the issue and fixed it the first time I would not have suffered thousands of dollars in water damage or go over a week without hot water. The warranty company wont hold them accountable for their horrific service or negligence that lead to unnecessary damage to my home, nor for the up charges that are not even necessary. Pruitts needs to be held accountable since my home warranty sent them out as their top choice and I did not get to select a more reputable company. Pruitts should be paying for the restoration of the rooms with water damage.

  Business response

  04/04/2022

  Hello ****,

  We would love the opportunity to discuss the situation with you and see what resolutions can be made. We have reached out without response. Please give us a call at your earliest convenience to settle the matter. 

• Initial Complaint

  03/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  March 10th, ****** Plumbing arrived to replace a leaking kitchen faucet through a ************* company. There was an understandable complication installing the faucet, and they had to come back. After they left, the valve to the kitchen faucet was leaking, so I placed a 3 1/2 gallon bucket under the dripping valve line. When I called ******** Plumbing Friday the following day, they said they could come on Thursday the 17th. (7 days later) I said that wouldn't work, as the leak keeps overfilling the bucket. The service representative on the phone told me to get a bigger bucket. Presently, I am emptying the bucket around the clock every 7 hours. I also complained about the outside faucet that was repaired incorrectly, and their response is just "file another repair with the ****************** So that faucet continues to leak.

  Business response

  06/06/2024

  I personally would like to apologize for the insensitive response regarding the handling of the leak in your home. Not trying to make excuses, but at the time of your situation, the email account the ******************** emails were sent to was not being monitored.  Our owner recently passed away, and as the new General Manager, and these issues are just now coming to me.  
   
  We have many policies to follow while working with warranty companies, which is why they asked you to contact the warranty company to make a recall work order. 
   
  This shouldn't have fallen through the cracks, and I certainly wish we would have responded to your request in a much quicker manner.  I thoroughly apologize for that.  I know this response is late, but if you wish to contact me directly, please feel free to send me an email or give me a call.

• Initial Complaint

  11/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They have told me they cannot get a hot water heater due to supply chain issues. This is a lie I have contacted their supplier and have found many available in my area. I have contacted them back and told them its available and they have many to choose from and they still continue to tell me that they cannot get the hot water heater. Theyre trying to push a lie and they havent shown up to do the job Ive waited over a weeks for a job that has emergency authorization through my home warranty company! They lie to their customers and I have no faith in them yet I am stuck using them due to my home warranty company. They were supposed to come today to do the work and now they have tentatively pushed me out to Wednesday if they can get the hot water heater. The hot water heater is available and has been for the whole time they shouldve showed up today to do the work but Im getting pushed off!

  Business response

  12/06/2021

  Tell us why here...Thank you for letting us know about this problem we created for you regarding your water heater. I apologize for any inconvenience and unrest that we have caused you.  I have looked into the situation and am taking steps to correct this matter so that it will not occur in the future. Thank you again.

  Customer response

  12/07/2021

  It is now the 7th of December and this all started on the 17th of November. They did come and install the hot water heater but they did not insulate the pipes coming out of the top of the hot water heater which is cold for them to be insulated. When they were here on the 19th the plumber took my insulation that line the inside door of where the hot water heater is accessed and disposed of it. PruittS Plumbing accuse me of disposing a bit for days before they finally got in touch with the original plumber and found out it was them that took the insulation. On top of that as I was calling around to find out what is code and what is not code. Yes I had to find out what is code and what is not code the plumber did not know and did not bother to call the city of Prescott to find out himself I had to do it. Upon calling the city of Prescott I found out that they needed to obtain a permit before doing the work which they did not do. The city of Prescott has requested that I report PruittS Plumbing license to the state for not obtaining a permit. So as it stands I have a hot water heater that is not installed up to code, I have absolutely no insulation protecting it from the outside temperatures, and they have not obtained a permit as far as I know. On top of that its going to drop to 17 on Sunday here in Preskett I wonder if I will have insulation before then. I highly doubt it! No one has contacted me for scheduling to get me up to code and at this point I refuse to pick up the phone and call anyone as every time I call I have to start over at the beginning in ******* to them what has been going on!

  Business response

  01/07/2022

  This matter has been resolved.Tell us why here...

• Initial Complaint

  11/24/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Pruitts Plumbing was assigned to me to fix my water heater by my home warranty company. They came to my residence the first time on Oct 29th and stated I needed to fully replace the water heater. Final approval was given by the warranty company on November 10th. Was told they would contact me to schedule a time to come over. Never heard from them. Called them on November 22nd. Waited one hold for over 20 minutes while someone read my file. Did not get the opportunity to schedule the appointment as I could not remain on the line. Instead they scheduled the appointment for whenever they felt like it. On November 24th they came to the house. Removed my water heater to replace it. However due to the companies negligence they ordered the wrong water heater as it did not fit into the space needed. They stated they would go get the right one and return hopefully that day to install it. That never happened. They took my water heater and left me with no hot water. When calling the company to get further information they stated I would be out of luck until November 29th at the earliest. Leaving me with no hot water for over 5 days over the holiday. The company neglected to tell me they had a emergency service that is 24/7 365 days a year that they could have had come out on the 25th to resolve the issue. When talking to the company they hold no accountability for their mix up and the inconveniences they have caused due to their employees failing to do their jobs appropriately. This is not the first complaint that I have read where similiar situations have occurred and yet the BBB still gives them an A+ rating which is misleading to future customers and does not warn them of the giant headache they will receive when working with this company.

  Business response

  11/30/2021

  Tell us why here...We always want our customers to have 100% satisfaction. We're sorry this was not your experience. We will be contacting you to address your concerns. We appreciate your feedback as this is the only way we can improve our service.

*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. ↩