Complaints

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

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  Taz Plumbing LLC

  2700 N Oracle Rd Ste 1 Tucson, AZ 85705-4892

  
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  Taz Plumbing LLC

  3127 N Stone Ave Suite 101 Tucson, AZ 85

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:03/05/2024

  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.

  Transaction date March 4th 2024 Charged by Taz Plumbing with no option being forced to pay. They came on Thursday to inspect my water heater, the tech Jose uninstalled my water heater and went over every detail that needed to be replaced before a new water heater could be installed by them. I paid a repair company to come in and demolish part of my home and rebuild it exactly how Jose told me to. When they arrived days later to do the water heater install, they decided to redo all the plumbing leading to the water heater and wanted to charge me $365 with no option to do the work myself. As a homeowner I have the right to work on my own home. They proceeded to tell me that if I did not pay the charges, they would take my water heater that I already paid for with my warranty company and they would not install it. When jose uninstalled my tank he twisted my water lines and connected them together temporarily. This one’s also part of the reason why they said they wanted to replace my pipes because they were all twisted. The only reason my pipes were twisted is because their technician Jose twisted them when he uninstalled my water heater. Dina who answered the phone, for this company would not allow me to speak, and only spoke over me the entire conversation, while her technician stood there and watched, rolling his eyes at her as he is just as surprised that I am being treated this way. I advise them that they were violating my rights as a homeowner, and I have a right to do the work myself, and they continued to refuse me to do the work saying that they were going to take my water heater if I did not pay them. I have a two month old baby and a three-year-old daughter in this home. Therefore I was left with no choice but to pay their $365 charge so that my family could have hot water after suffering for eight days with no water, please review this companies bad reviews as I am not the first person that they have done this to please do not allow them to continue.

  Business Response

  Date: 03/19/2024

  In response to your BBB complaint, below are the facts and timeline of what occurred on
  this job.
  
  -On Tuesday, 2/27, late afternoon, we received a call from an AHS rep inquiring on how
  soon we could get out to Redrock. There was a customer of theirs that had a water heater
  leaking and the plumbing co originally assigned had not made contact in over three days.
  We first stated we would get someone out the following day, but due to it leaking, and the
  delay of a few days from the other company, we decided to get a plumber out immediately.
  We were out within less than two hours from receiving the call.
  -Upon arrival, we found the water heater had leaked so severely that it caused secondary
  damage to the pedestal and the drywall around it. The customer stated that they would be
  taking care of those damages themselves and the plumber proceeded with taking pictures
  of the water heater and damages to report back to the warranty co. The customer inquired
  about work needing to be done and the plumber advised about the repairs to the pedestal
  and informed them that the warranty co would be advised of failure to the water heater and
  if approved, depending on coverage, they may cover the entire replacement or they may
  only cover the “failed components”. The plumber also took the time to loop (not bend or
  twist) the lines to stop the leak, preventing any further damage to the property in that area
  and at the same time allowing water to continue to cycle throughout the house. This is
  standard protocol for a leak (temp repair) and more so for the water heater as it is being
  eliminated for the time being.
  -Diagnosis was called in and approval was received the following day (Wed, 2/28) in the
  morning. The warranty company sent the customer an email with the breakdown of the
  “NCC’s” (non covered costs) for them to approve or decline (work does NOT proceed until a
  decision is made by the homeowner, whether it be an approval or a denial of the charges).
  It was itemized, with each item and the cost. The customer APPROVED those NCC’s and
  TAZ Plumbing proceeded to order the water heater, as per approvals, within hours. The
  order was ready for pick up later that evening. TAZ Plumbing contacted the customer the
  following morning (Thurs 2/29) to schedule. The customer wanted to schedule until
  Monday, 3/4 as the pedestal still wasn’t ready. Nothing was asked or questioned about the
  charges at this point.
  -The morning of the appointment, prior to sending a plumber out, the customer inquired
  about the charges. The office proceeded to inform the customer of the breakdown, in
  which they responded “I know how the warranty companies work”. Once the plumber
  
  arrived, he was granted access and the customer went to a different area of the home, so
  he proceeded to begin working. After about 30-45 min, the customer came back to the area
  and the plumber proceeded to go over the work with the customer. At that point the
  customer became upset and he called into the office for more info on the NCC’s. The
  customer, at that point, inquired about “doing the work themselves”. We attempted to
  advise them that they had already approved the work and that the process was already in
  motion (ordering, installing, etc) and tried to inform them that they would need to contact
  their warranty co if they no longer wanted to proceed to see what options there were. The
  customer cut us off and he called his wife and said “just pay them so this can get installed”.
  She paid and the job was completed.
  -The customer references the “bad reviews” on Google, but if you look at them, most of the
  bad reviews are all Warranty Company calls in which we have no control over coverage, etc.
  In response to “suffering for 8 days”, per the customer’s request, the job was delayed. As
  stated from the timeline above, we were ready to complete the work within two days.
  The customer’s complaint is that they were “Forced to pay” with no options. The charges
  were all made aware upfront and were ACCPETED, PRIOR to moving forward with anything,
  by the customer. The home warranty offers a “cash in lieu of”, should they want to do the
  work themselves or choose their own company, so TAZ Plumbing, never, in any instance
  misrepresented anything, in any fashion. The customer was advised every step of the way
  and was in constant approval. Attached are copies of the email communication received.
  
  When the customer called with the plumber onsite, he stated “we thought the NCC’s were
  part of the tank itself”, despite the fact that it was explained, both verbally and in writing,
  what the charges were in fact for. The customer made assumptions and then wanted to
  blame everyone else for the assumptions made by them. We were upfront and honest and
  answered all questions as they came up.
  
  With all of this stated, we will not be refunding any money as nothing was “forced”,
  misleading or misrepresented.