ComplaintsforHigh Priority Plumbing & Services, Inc.

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a water leak in my master bathroom in May. The ***************** agree to pay the entire claim of $25,000.00 but would not cover the cost of the plumbing repair. Farmers stated they would only repair/replace what was damaged during the loss, but they do not cover repair to pipes or plumbing.I hired Priority Plumbing to do the "**** in" work for the repair to the shower prior to the tile being installed in the shower. My contractor installed all of the tile properly, but the plumbing company made a mistake on the handheld sprayer (upper right in the photo) for the shower. During the "****-in" the pipe was too long on the handheld sprayer and now it cannot be installed flush against the wall. The plumber stated that he would get with his manager, and they would come up with a solution. I have reached out to the plumber directly and I have called High Priority several time and all to no avail.I am asking them to come back and finish the job they started or admit the job was to big for them to handle and reimburse my money. I have a shower that I cannot use due to the **** in work is completely unacceptable and water can run down the back of the wall.

  

  Business response

  08/02/2024

  We at High Priority Plumbing appreciate your bringing this matter to our attention. We have followed up with the customer regarding their concerns. A member of our management team has visited the customer to address the issues directly.
  We have identified and ordered the correct part needed to rectify the situation and have kept the customer informed of our progress throughout this process. We are committed to making this right for the customer and sincerely apologize for any oversight on our part.

• Initial Complaint

  04/27/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  These people will come to your home and promise multiple jobs to be done then do half the job and charge you all of the money. Then they take you to court to get the rest of the money for the job they didnt do. They are liars and will scam your insurance company.

  

  Business response

  04/29/2024

  At High Priority Plumbing, we are always disappointed to learn that a customer is unhappy with our ********************.  In this particular incident, we did exactly as promised and completed the agreed upon work at the agreed upon *****.  A quote was provided with a detailed explanation of what was covered in the work to be performed.  The homeowner submitted the estimate to their insurance company, was paid from their insurance company and paid us to complete the work as described.  Once the work was complete, payment in full was received.  At a later date, the customer stopped payment on the check stating work was not completed as explained.  To ensure there was no miscommunication on our part we pulled a copy of the estimate provided to the homeowner and reviewed the recorded conversation between the customer and an employee of High *********************************************.  Everything was completed as initially explained in the original quote.  It is certainly unfortunate that the issue was escalated to a courtroom and is a very rare occurrence for High Priority Plumbing. However, when a job is completed as quoted and valued at over $5,000 when the customer stops payment for ******************** rendered, we have no other option to resolve the matter.  We have a great reputation for doing what's right for which we are extremely proud of and always try to resolve any issue that arises with a customer directly with that customer.  In this case, a resolution was simply not possible.  As one can imagine, false online reviews are detrimental to any company, and we will take the necessary actions to address that at all times.

• Initial Complaint

  07/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Monday, July 10, 2023, two representatives from the HIGH PRIORITY PLUMBING & SERVICES *** were given Dispatch: #********* to fix a leaky faucet in one of our bathrooms and clog. The technician stated that everything looked like it was normal wear and tear but the technician was unable to remove the valve. He stated he would try to get AHS to cover the price to replace the entire valve. The two representatives work on the valve for more than 45minutes switching tools. The nature of this dispute is one representative stated the valve was bent. Before the representatives worked on the valve it was not bent. After the both of them try to forcefully to remove the valve and he was unsuccessful he wrote up on his paperwork to AHS that it was not normal wear and tear and that the valve in itself was bent. No one tampered with the valve before they arrived. *** refuse to cover the cost because the representative was not truthful in his write-up. The business want me to pay $656.58 out of pocket for an job they made worst as well as AHS will not cover because of the technician has a lack of integrity.Money paid $0.00. They tried two transactions. No one called to inform me that the card on file failed. I called AHS representative and asked why didnt any contact me about my card. I gave the representative an updated card.

  

  Business response

  07/13/2023

  We were contracted by the customer's home warranty company, American Home Shield.  The technician arrived at the job he noticed that the nut appeared to be bent on the valve. He asked the homeowner if anyone  had worked on the valve recently. They stated that no one has worked on the valve recently, but someone has worked on it before.  The delta shower valve was dripping and our tech attempted to rebuild however since the lock ring nut was bent he was unable to be removed from valve.  The tech then recommend replacing shower valve and left an estimate for repairs not covered under the home warranty plan.  

  We follow strict guidelines from the home warranty company and coverage is based on the customer's plan.  If at any time a customer disagrees with our diagnosis they are able to contact American Home Shield directly and request another company come out and provide a second opinion.  This would be the next steps for the customer.  

  Customer response

  07/13/2023

   
  Complaint: 20313268

  
  I am rejecting this response because:

  They are lying. No had worked on the valve. They have lack of integrity issues even when BBB is involved. The did not get bent until they worked on it which damaged it event more.
  
  Sincerely,
  
  *******************************

  

  Business response

  07/13/2023

  It's unfortunate that we are of different opinions.  High Priority Plumbing has a long history of quality work and great customer satisfaction.  However, we are always disappointed when someone feels otherwise.  There is a solution to the issue at hand.  The homeowner can contact their warranty company and have a different company come out to diagnose the issue and move forward from their diagnosis.

   

   

  Customer response

  07/13/2023

   
  Complaint: 20313268
  
  I am rejecting this response because:

  Refuse to make a lack of integrity issues right. Years of service does not account for anything if you are dishonest. You refuse to make it right.
  
  Sincerely,
  
  *******************************

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