Complaints

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:02/18/2025

  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.

  I installed a handicapped bathtub for one of my clients. I had Plumbtec in ******** give me a bid to install the drain and get water hookups into wall.Long story short after 8 visits from plumbtec the tub still leaks from one of the glued I've joints installed by them. I made every attempt to allow them to fix the issue until they showed up an hour early when only my 70+ year old client was there added more gkye to a failed package joint and said to let it dry and see if it fixes it. It did not fix it. I will have to fix it myself or hire another plumber to come fix it.

  Business Response

  Date: 02/20/2025

  Dear Mr. ************** you for your feedback. We are truly sorry for the inconvenience and issues you've faced with the handicapped bathtub installation.
  

  At Plumb Tech, we pride ourselves on delivering exceptional service, and it is disheartening to learn that we did not meet these standards in your experience. Despite the challenges, we want to emphasize our dedicated efforts to rectify the situation.
  

  Following the installation, we were present on the 7th for a thorough testing of the tub, which passed without any issues noted at that time. However, when a pinhole leak was discovered by the customer on the 14th, we returned to address this new problem promptly and without additional charges. This action was in line with our commitment to stand behind our work and ensure complete customer satisfaction.
  

  Despite our repeated efforts and engagement, including over eight site visits and extensive communications with the manufacturer, we made the difficult decision that there was nothing further we could do to rectify the situation after these comprehensive attempts to resolve the complications associated with the customer-supplied product.
  

  We respect your decision to seek other solutions and understand the separation of our services. We regret that we cannot continue to provide support on this project, but please know that the extensive time and effort we invested demonstrate our commitment to resolving client issues.
  

  Thank you for your understanding, and we are sorry we could not fulfill your expectations this time.
  

  Sincerely,

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22956495
  
  I am rejecting this response because:
  There is nothing wrong with the Tub, the drain that was completely Plumbtecs job to hook up and is what was leaking. Again noththat came from the *** tub is leaking it is the pvc that connected by Plumbtec that leaks. As stated the solution was not to add more glue to a leaking glued pvc joint that was done entirely by Plumbtec. The problem has been fixed. The problem is that you showed up an hour earlier than scheduled when your SOP for the previous 7 visits were showing up an hour late, only throw some more glue at the problem in hopes that it would fix a failed joint and left. 
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:08/15/2024

  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.

  Plumb-Tech, originally had given a false narrative, specifically for a build and install approved supplied freestanding tub. Including, fastening or sealing, (water proofing), testing of proper installation. Tech included plumbing, installation or repair supplies, all supplied by us. According to details outlined to complete shower install, repair and remodel, nothing was done in ordinance of what we had asked for. Plumb-Tech, came to our home for one hour, installed, a pipe already previously finished, and never returned our calls. It took several calls to finally reach one person, who will not allow for us to speak to anyone else! Continues to lie, discredit, change the details of the contract to *****/**** narratives, disregard that services requested by us (the customer) Employees have/had NOT been professional or competent and definitely not authorized to do anything, that did not include a shower build. We had also, made it very clear that communication was very important, however, the tech never returned any call backs to us, played like he had forgot that he knew us and to save his own ***, must have lied about specifics told to us of what job specifications to installation of shower, he would do. The office also, was notified of communication being important, We always had to call trying to find answers. Repeatedly asking why they would not complete the job specifically described in great detail, with approved supplied equipment to be used from the tech ****. Try to make a good impression in ******. NOPE! No communication, No honest estimate, honest employees, accountability to do a job we were told that would be done; within 3-4 days! Unethical for charging a ridiculous amount for a job NOT done, and a service, that was NEVER ask for! ****** community will NOT welcome Plumb-Tech into our Hometown! This is NOT how to show a good first impression, to get new customers. They breached the contract, several ways! Beware! Plumb-Tech ****/*****.

  Business Response

  Date: 08/16/2024

  Dear *****,
  Thank you for your feedback. We sincerely apologize for the issues you have encountered and would like to address your concerns in detail.
  False Narrative: We understand your concern regarding the shower pan installation, particularly the waterproofing and testing. However, we want to clarify that Plumb-Tech does not handle tile pan installations, as this was a customer-supplied option chosen after agreeing to install a shower pan. To accommodate your change, we even provided a discount on the remaining job cost.
  Unfinished Work: Regarding the shower installation, the work on the shower valve was completed as per the agreement. As mentioned earlier, the remodel cannot be finished because the shower pan you selected is not compatible with our services. During a conversation with *****, you confirmed that you would be handling the installation of the tile shower pan yourself.
  Brief Visit: The visit in question involved non-permanent fittings, and we completed the rough-in phase as outlined in the estimate. The remaining work, which is part of the trim-out or finish stage, is pending the customer installed tile shower pan
  Unprofessional Behavior: We regret that you found our employees behavior unprofessional. Both **** and ***** are licensed journeymen in the state of *******, and we have full confidence in their professionalism and competence. After reviewing all phone conversations and messages between both parties, we found no evidence of negligence or lack of capability. Additionally, when the pricing became an issue, ***** offered multiple payment plan options to accommodate your needs.
  Lack of Follow-Up: We apologize if our communication did not meet your expectations. As a business, we strive for excellence in all areas, including communication. Our technician responded to your messages promptly, even to three extended texts sent at 11:23 PM, well beyond our working hours. Below is a summary of the phone calls we made and received, including their duration, which reflects our efforts to maintain clear communication:
  08/15/2024 01:17 PM: 27m 41s (Outbound)
  08/14/2024 11:32 AM: 0m 3s (Inbound)
  08/13/2024 12:03 PM: 6m 47s (Inbound)
  08/13/2024 11:17 AM: 18m 6s (Inbound)
  08/09/2024 03:15 PM: 0m 46s (Outbound)
  08/09/2024 01:45 PM: 1m 29s (Inbound)
  08/08/2024 11:59 AM: 2m 45s (Inbound)
  08/07/2024 01:35 PM: 9m 26s (Outbound)
  08/07/2024 01:34 PM: 0m 48s (Inbound)
  08/07/2024 01:33 PM: 0m 46s (Outbound)
  08/06/2024 10:53 AM: 1m 0s (Outbound)
  08/06/2024 10:13 AM: 2m 6s (Inbound)
  08/01/2024 03:38 PM: 21m 5s (Outbound)
  08/01/2024 03:14 PM: 2m 45s (Inbound)
  07/30/2024 02:30 PM: 26m 4s (Outbound)
  07/30/2024 09:45 AM: 7m 15s (Inbound)
  07/30/2024 08:55 AM: 2m 23s (Inbound)
  07/24/2024 03:02 PM: 22m 53s (Inbound)
  07/17/2024 03:52 PM: 3m 52s (Inbound)
  07/17/2024 11:50 AM: 1m 17s (Outbound)
  07/16/2024 08:57 AM: 4m 13s (Inbound)
  07/14/2024 09:13 AM: 0m 28s (Inbound)
  07/08/2024 02:53 PM: 0m 6s (Inbound)
  The total duration of all these calls is approximately ****** minutes.
  Unethical Charges: We understand your concern regarding the charges. Please note that we provided a detailed and signed estimate at the beginning of the project. At no point have we been anything but transparent about the costs. If the price was more than you were comfortable with, we apologize. However, ***** offered multiple payment plan options during an extensive call to address this issue.
  Again, we regret that your experience with Plumb-Tech was not satisfactory, and we hope this response clarifies our actions and intentions. We are committed to improving our services and hope to resolve this matter amicably.
  
  

• Initial Complaint

  Date:10/12/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  We hired Plumb Tech for boiler cleaning & baseboard removal in Spring 2022. They subcontracted ************** for related drywall repair post-baseboard removal with expected ETA 1-2weeks. We postponed the cleaning until next season, and the baseboard removal was completed satisfactorily but the drywall replacement to cover the hole left behind kept getting delayed. When we got our Plumb Tech invoice, it was higher than expected but they firmly refused to offer a more detailed description of work in writing and became combative. We were willing to work with them because the invoice did include a lot of work - INCLUDING the subcontracted drywall work by **************, which they estimated would be about $425 of the total amount billed ($1952.85). They confirmed for us by phone that it was in the description of work, and it was included in that cost, but again refused to put that more clearly in writing. Eventually we paid the bill in full, because we were beginning to suspect the subcontractor would never arrive if we kept disputing it. Work was delayed several times, and was only finally started months later - right after we paid the Plumb Tech invoice in full. When that drywall work was finally completed, Plumb Tech told ************** that they weren't going to pay him, and that payment needed to come from us. But we had already paid for the work in the original invoice. Plumb Tech then claimed that they had never hired ************** as a subcontractor, and that it was between us to work it out. But that's not true - they have the relationship with *********** and they gave Mr. ***** our contact info to reach out to us to schedule - they clearly facilitated our connection to this subcontractor. We are seeking a refund of $425, the portion of Mr. ******* $600 invoice that was already paid in Plumb Tech's invoice. We had later requested more work while he was here, and he obliged, which accounts for the remaining $175 not being disputed.