ComplaintsforPlumbPros Plumbing, LLC

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  December 14 2023 ******

  Customer response

  01/12/2024

  There is no information attached to the link on this email.  This complaint is in reference to the attached invoice from Plumbpros of Marietta Georgia.  I was charged $250 to install a toilet handle and additionally $20 to take my payment by phone.  ************ advertised that it gives free estimates prior to completion but I was not and when I contacted the company *************************** assured me this was would be taken care of.  To date he nor anyone else has contacted me about the situation.

   

  

  Business response

  02/22/2024

  Hello,

   

  I spoke to *************** shortly after we did the work for her.  She did not state that she wanted any type of refund or any other action on our part.  She stated that she didn't know the actual costs and my tech stated that she gave him the approval for the entire amount.  I do not know who is right but we always attempt to get approvals and all of our guys are trained to inform the customer up front about the costs.  I am willing to work this out with ***************, that is why I have emailed and called her but with no response.  

   

  Again, if she had stated that she would like a partial refund after we did the work we would have worked with her but she didn't ask for any discounts when we spoke.  Is she stating that she shouldn't have to pay for anything?  We all know that isn't right as we did make a repair in her home. Thanks

  Customer response

  02/22/2024

   
  Complaint: 21113832
  
  I am rejecting this response because: Mr **************************** who identified himself as a manger for Plumbpro and I had an extended conversation on Monday December 18th. We talked about my disappointment in the way the repairs cost were handled at my property. At no time during the visit did the tech mention to me on the phone the cost for the visit or replacing the toilet handle. He advised that he had completed the repairs and he had parts on his truck. I advised I was not in town and the tech stated that i could pay him with my card.  It was only when I received the service order late Friday that I saw I was also charged for doing the payment over the phone.  **************** advised during our conversation he'd speak with the tech about the lack of communication and that that was not how Plumbpro did business.  When we talked about the cost for the repairs he indicated that the tech have extensive training and certifications which was reflected in the cost charged.  I advised I understood that but I had a hard time understanding how this company would charge me $250 to install a $20 toilet handle, and not advise as their website promises to let the customer know the cost upfront.  He asked what I thought would be a fair price to charge for the toilet handle install and I said $100. He then advised that he would take care of it and confirmed with me the credit card I used for the transaction, which lead me to believe he'd process a refund. After a couple weeks and a couple of non returned calls I concluded that my time was wasted with ****************.

  Now as far as **************** or anyone from Plumnpro attempting to reach me I have not received a  text email or phone call since December 18th.

  
  Sincerely,
  
  ***************************

  

  Business response

  04/09/2024

  ***************** called me a day or so after we did the job.  She never asked for some of her money back.  When she filed the complaint with the BBB I called her and left a voicemail.  I also emailed her and no response.  I attempted to work this out with her.  She is claiming that she never authorized the amount though my tech said she did.  We as a company do a hundred plus calls a week and never deal with this.  If she didn't authorize the charges, why did she pay the bill?  I still to this day do not know what she wants.  I think she wants a free repair and that's not really what we do.  Thanks

   

  Customer response

  04/14/2024

   
  Complaint: 21113832
  
  I am rejecting this response because: during an extended conversation I had with  **************** in December, it was my understanding that he would be refunding to my card $150.

  We agreed that $100 was a fair amount to charge to install a $12 toilet handle.  

  After 2 months of no response from **************** my assumption was that he would not honor his word, 

  My goal is to be refunded the $150 that we agreed was a fair amount to charge for his service.
  
  Sincerely,
  
  ***************************

  

  Business response

  04/16/2024

  A check is being put in the mail to ***************** for $150.00

• Initial Complaint

  11/15/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I got a hot water heater installed on 1/21/21 for $1,755.00 with a one year warranty parts and labor. The heater went out on last Friday and I have been without hot water going on four days now. I called plum plumbpros and they told me it was a faulty part rheen put on their water heaters that was causing the problem. Rheen is sending the part to me in the mail but plumbpros are trying to charge me $300 to $400 to install it even though I got my receipt stating I have one year parts and labor. They are trying to put it on the hot water heater company rheen and rheen is saying they can feel out a form with the wholesale people they brought it from. I am stuck with a hot water heater that is not working that is less than a year old. I have been taking cold showers for three days now.

  Customer response

  11/16/2021

  The manager sent someone out and switched out the defective part at no charge. He was very professional and gave me a window between 2:00 p.m. and 5:00 p.m. The technician was at my house before 2:30 and was done before 3:00. I have ************* after 4 days of taking cold showers. I called him to thank him for sending someone out so soon. Thank you for reaching out to them and helping me out in this matter. I still believe Rheen should be held responsible for putting out defective hot water heaters. My installer said he has been changing this out all over the place. If someone is past their warranty date they will be stuck with paying to replace it. I was lucky I had two months left on my warranty. I talked to Rheen and they admitted that a percentage of their hot water heaters had this defective part. I thought you should know this because if this part go out again after my warranty I will have to pay labor to replace it.

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