ComplaintsforReliable Plumbing Plus, LLC

• Initial Complaint

  09/29/2023

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  9/18/23 around 5:30pm, I called Reliable plumbing Plus+ to fix a broken pipe in our front yard. The plumber arrived, confirmed it was a broken pipe but could not fix it that night due to the water meter shut off valve was broken, and he could not turn the water off. I had to call the water company. water comp. came out and said they fixed the valve. 9/19/23 plumber came back out fixed the pipe but said the water comp still needed to fix something from 9/18/23. but the plumber continued and fixed the pipe. I paid him $375.25. 9/20/23 I called him back because the water pressure was low, sinks in master bathroom knobs were hard to turn and toilets constantly running. When he arrived, his diagnose was, I had sand in the pipes. He said that this was a big job that would take 6 to 8 hours to complete and that he hoped that his company would have someone to help him flush the pipes. The estimate for flushing the pipes for our house and replacing the faucets in our bathroom estimated price $2,360. 9/21/23. Two plumbers arrived around 8:30. Around 10:30 the plumber called saying they are leaving because flushing the pipes would not get all the sand out and I would have to re-pipe the whole house for $16,000. plumbers came back out to explained to me again how serious it was that I need to re- pipe and asked where the hot water heater was. 9/22/23 I got a 2nd opinion for re-piping. He said I most definitely didn't need to re-pipe but he still noticed sand present. I called reliable back to say I did not want my house re- piped. He is charging me $1,595 for the visit on 9/21/23 but he did not perform any services that was agreed upon. They left my sink in my master bathroom dismantled and the house was never flushed of sand. He said he would go down to$1,000, but that still doesn't reflect their performance we agreed upon. I offered $382.50 for the few hours the plumbers were here but he refused my offer. He has now sent me an intent to file a lien on our house.

  Business response

  09/29/2023

  Ok so if your going to tell lies April i will also be posting your emails with our GM and i also have you on recorded phone line. the amount due is for labor only she had the technicians fix her shower with new parts flush sand out one bathroom per her invoice agreement then she had buyers remorse we offered to return to reassemble the lavatory she declined via recorded phone call she demands that we change our pricing to match hers that will never happen we already offered her a reduction to 1000.00 from the original agreed to price of 1595.00 to help her out a little we have logged over 10 hours between two men at her residence and they deserve to be paid. i have placed a lien on her property and intend to enforce it come Monday to protect our interests in this property. we also having her on email threatening a lawyer and since we have stopped all communication and have handed this off to our legal department for further processing.

  Customer response

  09/29/2023

  This is the estimate vs. description of work documents. The services that where provided do not match the amount I should owe. They did not do a flush water system for $1,595. To install the chrome single handle Lav faucet for 2 per their description of estimate detail document = $765 they left my bathroom sink faucets dismantled which means they did not replace it.  I also have videos of times they were at my house. The work done on 9/18/23 and 9/19/23 has already been paid. The only reason plumbers from reliable were back on 9/20/23 is to see why my water pressure was low, bathroom sink where grinding and toilets running (after pipe was fixed). On 9/21/23 They came out to do the repairs but stopped doing repairs because they said we needed to re-pipe whole house. 

  Customer response

  10/02/2023

  Cust-110 Managers custom job quote only:
  Flush water system
  1.00 $1,595.00 $1,595.00

  There is no need for name calling. You are supposed to be a professional. This was not just for one bathroom only. The flush water system was for the WHOLE house.  Your tech said that we had sand in all of our pipes and that they needed to be flushed. I would never just agree to flush one room that doesn't even make sense. What about all the other rooms that had sand the pipes? It was presented to me as the whole house. This included checking the hot water heater for sand to see if we needed a new one. I know your tech didn't even check the hot water heater because they asked me later where it was. This is what your technician told me "Whole house flush." I think there was a miss commutation between you and your technician on what they told me they were going to doing. I can see your point of view if that is what was commutated to you (bathroom only flush), I hope you see where I am coming from, that it was communicated to me as a whole house flush. Throughout this whole ordeal, I have been trying to pay you for the work your tech completed at my house on 9/21/23. I was really hoping we could come up with a reasonable amount, that reflects the work completed at my house, so we could/can move along from this, in a peaceful way, and for both of us not feeling like we are getting ripped off. 

  Customer response

  10/02/2023

  
  Complaint: 20674621
  
  I am rejecting this response because:  There was no offer made. if there was, I did not see it and please send it again.
  
  Sincerely,
  
  April ******

  Business response

  10/03/2023

  we have this on a recorded phone call about the discounted rate of 1000.00 and will not go any lower i have since started lien proceedings and have contacted our legal department we have a signed contract with this lady and now is refusing payment i will let the court handle this from this point forward we are not part of bbb and hence this is now a legal matter for the courts 

  Business response

  10/18/2023

  Lien has been filed and we will be pursuing this as we have a signed contract from April ****** on two different times not including recorded phone calls from when she called into the office. if they wish to clear this matter up before legal proceeding they are more than welcome to call our office and make payment 

  Customer response

  10/24/2023

  
  Complaint: 20674621
  
  I am rejecting this response because: the invoice does not reflect the job that was performed. One of signed estimate was not completed, they left my bathroom sinks dismantled and did not flush the pipes. The other job I already paid the company for that service. 
  
  Sincerely,
  
  April ******

• Initial Complaint

  03/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Reliable Plumbing Pluss in Gulf Breeze Florida, installed 2 tankless water heaters in our house the week of January 7, 2022. (3000 squ feet/ 3 bathrooms). They told us we need to have an electrician to hook back up the service. After I had an electrician out, I found out that the electricity needed to run the water heaters requires us to double the electric service to our house. Meaning we need to pay the power company to install new service meter, service double what we have now. The county will need to perform a load calculation to ensure the house can handle the expanded load, and the electrician will need to install 2 new electrical panels and run new wires for the service. The new electric water heaters are industrial size. We called Reliable Plumbing and asked them why the heaters were so large, they say they were sized properly, the company wont do anything. They sold us an electric water heater that will not work in our house without an additional 10K to bring in industrial service power load. We trusted this company to properly size water heaters for our house. They ripped us off. They will not remediate the problem with out us paying them more money to uninstall the electrical water heaters and install tank water heaters, but wont even quote a cost to replace, just says they will invoice the materials and labor when complete. Loosing out on 5K we paid to Reliable Plumbing Pluss and whatever the new cost to install new water heaters!

  Business response

  04/13/2022

  Business Response /* (1000, 5, 2022/03/08) */ ok so I have recorded conversations with this customers wife trying to work with her she filed a credit card dispute the day of installation and has since lost that case I am also filing a law suit against said customer for slander and falsely making statements to her credit card company trying to get work for free she was told before installation ever took place that one would be good she then said she had this same exact setup at another house of hers on voice recording I do intend to file suit as her derogatory statements are causing harm to my business

• Initial Complaint

  02/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  On X-XX-XX RPP came out to fix a leaky toilet, replace the kitchen faucet and install a couple of other minor things. A sloppy job was done and the worker had to come back out on the same day to make it right. On X-XX-XX while cleaning the bathrooms, I found a crack and a large chip out of the porcelain on the guest bath toilet and porcelain shards on the floor (delay in the cleaning was caused by death of a close friend). Per my mother who was home the entire time RPP was in the house, there was a loud crash while they were working and when she went to investigate, she found the tank lid in the guest bath had been dropped. Damage reported to RPP on X-XX-XX via phone and email. On X-XX-XX I contacted RPP via phone and spoke to the field manager who said the toilet would be replaced. We agreed on 2-1-22 for the work to be done. I contacted RPP on X-XX-XX via email specifying the type of toilet. On 2-1-22 the field manager and another worker showed up without the toilet and "looked" at the damage. I called RPP on X-XX-XX and spoke with the field manager who said they would not replace the toilet because the damage was old. He said that "the crack is too black to be fresh and that that it gets that way from years of use". I have not been in this house for a year yet and have the inspector's report which does not mention any damage to this toilet. The crack is not black. The photos show a clean, thin crack and clean edges around the large chip. RPP needs to take responsibility for their damage and replace the toilet as they originally said they would.

  Business response

  04/22/2022

  Business Response /* (1000, 8, 2022/03/04) */ We will not be dealing with a unethical person her toilet was and has been clearly damaged long before we ever started working on her other toilet. This customer was notified in person by three different people that the damage on her toilet is old damage the pictures of the damaged area shows dirt and debris in it then there's the concern of the amount of time between us being at this customer's home and the complaint almost a month of time in between us being there and her calling back about this then there's no pieces or any sign of the broken pieces anywhere even after telling the customer if we did this where's all the pieces at any rate this customer continues to slander our company even after trying to work in her house with her leaving her clearly incoherent mother that has no idea who we were or why we were in her house with ten bathrooms. This was all recorded on phone calls and with our technician in the field. We offered sever different solutions once we found this to not be our fault Consumer Response /* (3000, 10, 2022/03/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Issue - RPP Claims Delay in Reporting Damage: The complaint about the broken toilet was made 12 days after initial service, not "almost a month" as RPP claims. Damage was found on the weekend while cleaning up RPP's mess and there wasn't much point in trying to report it until Monday morning. Unable to finish cleaning up mess sooner because of a death. Issue - RPP Claims Damage Is Old: I was told during call on X-XX-XX that "the crack is too black to be fresh and that that it gets that way from years of use" based on their inspection on 2-1-22. I produced photos of the crack on X-XX-XX to RPP that show no dirt and debris which would indicate that it was old damage. They must have agreed, otherwise why would they tell me that they would replace it and go so far as to set up a day to come out and do the job? Issue - RPP Claims No Pieces/Fragments: As to the pieces/fragments, RPP and I discussed it on 1-26-22. I told them their employee knew he had damaged the toilet when he dropped the tank lid and cleaned it up except for a few small shards which I have. The employee made no mention about the damage but it is not surprising since this is the same employee who tried to take my faucet without asking and had to be told to go and get it off his truck. Issue - RPP Claims Multiple Notifications/Numerous Solutions Offered The only times RPP initiated contact with me was after I posted my 1-star review when they tried to persuade me to change my review by offering a free HVAC spring tune-up (service was refused). All other contact was at my initiation via phone/email with RPP only returning phone calls. RPP did not have any contact with me from the time they came to the house on 2-1-22 supposedly to install the new toilet until I called them on X-XX-XX to find out the status of the replacement. I did not learn until X-XX-XX that they would not be replacing the toilet as I was told on X-XX-XX they would. This was the only time that there was ever any discussion about why they would no longer be replacing it and they were clearly not interested in any real discussion. There were NO solutions were offered by RPP during X-XX-XX call. No further contact with RPP occurred after 2-10-22.

*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. ↩