ComplaintsforPrecision Plumbing

• Initial Complaint

  08/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Precision Plumbing, dba aaaPrecision Plumbing, is UNDER INVESTIGATION BY NEVADA STATE CONTRACTOR BOARD for substandard work, work does not meet codes, Failed City Inspection. May 1, 2024, Precision caused very serious gas leak at my ********* home. Failed to respond to faulty work, even after ****** wrote: Hazardous Premises, code 1 gas leak! *********************** intervened to save my life and house.Precision Failed to respond to NSCB work order, giving Precision 15 business days to make repairs. Not only Faulty ventilation to and from the gas line, but deceived City and me, that they had installed a new 3/4 gas line. Very Deceptive: only put a stub nose piece of pipe, on the outside of the wall to make it look like a 3/4. BUT THE CITY INSPECTOR CAUGHT PRECISIONs DISHONESTY, and FAILED inspection.Horrible experience began, May 1, 2024, no hot water, Precisions 75 gal tank, less than 2 years old. Plumber ***** said I needed to sign (blank) iPad permission to touch the equipment to test for hot water. I signed his BLANK iPad, no date.******* ***** refused to replace defective tank, said it will just break down again, insisted on installing a tankless. I ARGUED, AS I DID NOT WANT TANKLESS. The former mgr ****, said my house was not built for it. But, ***** called ****, new mgr, both insisted on tankless. I HAD NO CHOICE!I was under duress, needing hot water to heal long surgery incisions. **** and ***** explained I would get an adjustment as a long time client, and with their bad hot water tank under warranty, it would be a wash. May 1st, no invoice written, no paperwork. I received nothing in writing.May 2, I got an email invoice bill: $5,141.16. that I never signed, They illegally transferred my permission signature to test water heater on May 1, from IPad, to their invoice written on May 2nd! Recorded mechanic lien, falsely stating work completed May 1st. Now August, still not pass inspection.

  Business response

  08/01/2024

  We continue to make every effort to resolve this matter with our customer. I will not waste time contradicting the customers false and overly dramatic accounts. It comes down to her word against our companys 20-year reputation, A+ BBB rating, and our 4.7 *********** Review Rating. The customer states that her desired resolution is a billing adjustment. Could she please specify what exactly she would like the billing adjustment to be and I will be glad to consider it? 

  Customer response

  08/02/2024

   
  Complaint: 22077369
  
  I am rejecting this response because: I requested their bogus lien be removed, and ******************* have a $0. Balance.  The ************************ has documented evidence of Precisions dishonesty, deceitful business practices and substandard work.  Truth and justice will prevail.
  
  Sincerely,
  
  *********************

  Business response

  08/05/2024

  Dear BBB - This customer is requesting a billing adjustment, yet she will not respond to the question of how much of an adjustment? I need a specific amount the customer is willing to pay before I can respond. 

  Customer response

  08/05/2024

   
  Complaint: 22077369
  
  I am rejecting this response because:

  Clearly, I already requested Precision  provide  a written $0.00 balance due, and remove the lien on my property. I now repeat the same request.  

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

  Business response

  08/15/2024

  Precision Plumbing has been consistently working for months to resolve any issues with this customer. We have pulled all permits, repaired all issues she complained about, complied with all requests by the Nevada State Contractors Board, given her discounts, and made every effort possible to demonstrate goodwill and fair play. But she is continually moving the goalposts as to what it will take to satisfy her. We comply with one complaint, only to be confronted by two more. This customer would rather sensationalize and replay events and milk our company for free work, than move forward with a fair resolution. Precision Plumbing is an ethical, responsible, family-run local business, with over ****** satisfied customers, a ******************** rating of A+, a ****** rating of 4.8 stars, and over 18 years of doing business in *********. We pride ourselves on making every customer a satisfied customer. But we have exhausted all of our efforts on this one.  We are now appealing to the Better Business Bureau to step in and place this matter in arbitration because we are at a loss on how to resolve it. We will abide by whatever the BBB arbitrator advises.

• Initial Complaint

  12/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi. My hot water heater went out. My home warranty told me to chose anyone I want to. I picked them. They came and said that instead of replacing the one I had (very nice expensive apparently) to bring it back to the old way because he said my hook *** werent right. Im new home owner. No idea what that mean. After fixing everything he did not give me an invoice with any specific information as to what he did my home warranty contacted me and asked me what he did and why they want an explanation as to why he didnt replace the original unit. This company has dodged my home warrantys phone calls for over three months they will not reply to emails to me they had sent back to me and are blocked they told me to go ahead and try to get my money back through the bank told me its its illegal for me to do that but its I dont think that it is because they wont give my home warranty information after I have emailed them several times telling them that it is OK to release any information my home warranty company needs I believe that this company Precicion Plumbing is fraudulent that they did something wrong to my house and they dont want to admit it so they are ignoring me.

  Business response

  12/14/2022

  We have been in contact with ********************* through phone calls,and we have made one on-site visit. We are scheduling a second visit to get additional information. I believe the customer understands that she cannot blame Precision Plumbing because her home warranty company has failed to reimburse her.The issue now seems to be that the customer wishes to remove her conventional water heater and replace it with a tankless water heater. We are in the process of resolving this issue with the customer.

• Initial Complaint

  10/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hired company to repair a leak in my main water charged 950$ cause would have to dig up front yard never dug up yard changed fitting and its still leaking talk to tech supervisor and was td no warranty he will need another 3600$ to do it

  Business response

  10/05/2022

  We have explained to Mr. ****** that the $950 in repair work we did was only a temporary repair and that to fix his issues permanently will require that his entire water service line will need to be replaced for $3500. We have offered to issue Mr ****** a full refund for the work we did and he can search the marketplace for other pricing. 

  Customer response

  10/05/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************

  Business response

  10/12/2022

  I am attaching a transaction report showing that the money was refunded to the customer's **** on Oct 6, 2022. Funds may take a few days to show up in the account. 

   

• Initial Complaint

  08/25/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Work was done yesterday They over-charged me to replace the sump pump at my covered patio. The existing sump pump, located in the rear patio went out and the pit was flooded. This line is apparently connected to a drain line the runs out to the street. The plumber pumped out the pit and installed a new pump. It took him about ***** minutes to leave and come back with the pump. It took him less than 30 minutes to drain the pit and install the new pump, test it and show it to me when he was done. They charged me $5700 for this service and said they were giving me a break because of covid. I know that I was stupid for trusting them, but I feel like I was taken advantage of. I was grossly over charged and it was completely unfair. I was desperate to get it done so I could go back to work. I am not asking for a full refund, just a price adjustment because they over-charged me and took advantage of the situation.I have attached the plumbing bill from Precision Plumbing - quote #***** dated 8/24/22 The work indicates Replace ****** Sump Pump and check valve. There was no piping or electrical switching or controls installed. After checking online, the high end ****** Pump for waste water would be approximately $700-$1200 retail. That is presuming they gave me the high end grade because the standard residential sewer water pump would be even less. I have attached basic product data specifically regarding the $700 model but I actually dont know the model number they used. I also saw other ****** pumps for $350. I know that I was stupid for accepting the price but I trusted them. I just want them to correct this by adjusting the price to fair and reasonable. thank you,*****

  Customer response

  08/26/2022

  ***Document Attached***
  totay 8/26/22, I was able to check the pump. The Pump is a ****** 1/3 or .3HP pump with 1-1/2" line. When I checked the retail cost on line, it says $251. Thy didn't even bother to replace the mesh grating either so all of the leaves and debris are coming right back in.
  
  In any event, the pump is working. This is just a clarification that the product is only .3hp and not a high end model but apparently typical for residential. Attached are photos of the actual pump.
  See Attachment/File: IMG_6460 1

  Business response

  08/29/2022

  Contact Name and Title: *********************, GM
  Contact Phone: ************
  Contact Email: **********************************
  Dear *****
  We are researching your complaint and will respond as soon as we review the details with the employees incolved. This may take 3-5 days because everyone's days off vary. Our goal is to see that all of our customers are satisfied and receive quality work for a fair price.
  In the meantime, if you need immediate assistance please call us directly at ************.
  

  Customer response

  08/31/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Hi - I do not understand how that is a response. Precision Plumbing indicated that they need time to assess the situation before actually responding -- which is essentially a non-response. Can someone help investigate this? I am not sure what to do other than wait for another response. I have provided all of the information and after doing further research it is clear that I have been a victim of being extremely over-charged by Precision Plumbing for work that should have been charged a fraction of what I paid. If someone could please help, that would be appreciated. Thank you - *****

  Business response

  09/01/2022

  *****
  I have researched your complaint, reviewed the paperwork, interviewed the technician, and arrived at the following:
  We replaced your old 1/3 HP sump pump with a slightly larger 1/2 HP unit to allow it sufficient power to avoid clogging. We also replaced the check valve in the drain line which keeps raw sewage from back-siphoning into the sump area. From when we dispatched the technician to your house at 10:39 am, until the time he cleared the call with our office at 2:05 pm, was 3 hours and 26 minutes.
  At your home, our tech had to remove sewage, mud, leaves, and other debris from the sump to access the old pump and remove it. After cleaning the sump area out, he drove to one of our vendors to purchase the pump and check valve and returned to your home to install it. He installed the new pump and check valve, tested the unit, and demonstrated that it was working. He does not recall anything being said about a COVID discount and our company has no such policy.
  I know prices on everything these days is shocking, but the price you were charged is the market price we have charged for comparable work in the past. I will give you the most discount I can by allowing for a 15% senior discount and a military discount of 10% (although we usually do not combine two discounts), which will give you 25% off the original price of $5766.88. That will result in a discount of $1441.72, making the new, discounted price for the job a total of $4325.16.
  If you are agreeable to this settlement, I will credit the $1441.72 back on to the credit card that you used for payment. I will also send our technician back out (at no additional charge) to put a new wire mesh grate over the sump area to help prevent debris from entering the sump. Please let me know your decision as soon as possible.
  

  Business response

  09/01/2022

  Dear **** and *****
  I have researched your complaint, reviewed the paperwork, interviewed the technician on the job, and determined the following. I would like to send our Service Manager out, at no additional cost, to inspect the situation and determine what can be done to improve the time lag for your hot water delivery. If the delay is caused by any work that we did, we will take care of it. Our Service Manager has attempted to contact you this afternoon and left a voice message. I will also have him reach out to you via email. Once he has gotten his eyes on the problem, we can discuss a solution.
  

  Customer response

  09/07/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  To *********************, GM:
  
  I received Precision Plumbing response today 9/7/22. Thank you for looking into this, however, I am still requesting a further adjustment/reduction/ refund for services. please consider the following:
  
  1. The pump that was installed as a replacement was 1/3HP not 1/2. photos were provided of the actual pump installed and reflected the .3HP on the unit itself in the photo. I do understand that the 1/3hp model is considerably cheaper than the 1/2hp that was claimed to have been installed.
  2. Regarding the time of work by the tech: While the tech may have called your office at 2:05 pm to check in as complete, the tech had actually completed work, had me sign the document and pay for the service and left my house before 12pm (not 2pm). I actually have the time stamp from the receipt when the work was done as well as video surveillance of the tech leaving at 11:43am.
  3. Regarding the mesh screen: Someone called my office to set up a time to install the mesh screen. I called back and specifically asked for you, to discuss this matter. Kindly return my call at ************. Thank you (ps - i do see that another customer information was logged in under my case and that is not relevant to my complaint number).

  Customer response

  09/10/2022

  ***Document Attached***
  9/10/22 -
  
  This pump that was installed is not working. my patio is flooded again. I called Precision Plumbing this morning and someone is coming out apparently between ****pm today to solve the flooding issue.
  
  Attached is a video of the flood condition at approximately 9am on 9/10/22.
  
  As a follow up to the prior update, I have called and asked for ********************* - GM of precision plumbing several times and have left messages. This was following up on Precision's original request to call the office. I have spoken to others in their. office and they said they would relay the message back to him.
  
  As mentioned, it is still unfair that I was charged almost $5800 for a pump, valve and labor on work that was not even effective. Precision Plumbing did not install the pump that they said was installed. It was only .3hp - not 1/2hp. There is a difference in performance and cost. This was previously documented (in the earlier portion of this complaint) as the pump make and model was provided with the complaint and the retail value of the pump is $251.25.
  
  As someone from Precision is coming out today to resolve the immediate flooding issue associated with the pump not working, I am still requesting a review for over-charging for the service, and acknowledgment of what was actually done and installed. Please understand that this is not about a "discount" and I am again requesting that this be addressed with a significant fee reduction based upon what is truly fair and reasonable as it relates to the materials installed and services rendered. thank you.
  See Attachment/File: IMG_6522.MOV

  Business response

  09/11/2022

  *****
  There are some discrepancies between my evidence and your claims.
  First, I am attaching a copy of our supplier receipt showing that we purchased a 1/2 hp ****** sump pump on August 24, 2022, which was subsequently installed in your home. Are you sure that your photo of the 1/3 hp pump is not a photo of the old pump. If it was a new pump, there should not be rust on the rivets and a buildup of corrosion and other debris as shown in your picture.
  Second, my *** tracking record of ***'s arrivals and departures for August 24, 2022, shows the following movement of his van:
  -Initial Arrival at ************************ - 10:49 am until 11:43 am (54 minutes at your address)
  -First Departure for Parts Run - 11:43 am until 12:39 pm (56 minutes on parts run)
  -Re-Arrival at ************************ (After Parts Run) - 12:39 pm - 1:29 pm (50 minutes at your address)
  -Final Departure from **** ******** - 1:29pm
  This evidence shows *** spent 2 hours at your house working and another 1 hour getting equipment and parts for your repair, for a total of 3 hours invested in replacing your sump pump. I am attaching the *** reporting showing ***'s arrivals and departures from **** ******** Dr.
  This differs considerably from your claims that he had finished the job and left your house by 11:43am. You may have a video of him leaving at 11:43am, but that was when he was leaving to get parts. After that he spent an hour to go pick up your pump, and he then came back and worked at your house for another hour.
  *****, the BBB says that "resolving a complaint requires both parties to move from their current position to a middle ground," and I agree. Therefore, I have offered to give you a very substantial 25% discount off the original fair market price which you signed and contracted for, representing a refund of $1441.72. I believe that represents a more than generous move to a middle ground.
  My offer to issue you a refund of $1441.72 still stands, and I will also send a technician out at no additional charge to install a new inlet screen for the sump. Any negotiations between us should remain in writing and channeled through the conflict resolution services of the BBB.
  Respectfully,
  *********************, Vice President
  Precision Plumbing
  

  Business response

  09/11/2022

  ***Document Attached***
  
  See Attachment/File: sump pump receipt

  Customer response

  09/12/2022

  ***Document Attached***
  ***** - thank you. Attached again is another photo of the .3hp pump that was installed. It was taken on Saturday when you tech came. I am willing to work with you but I need you to acknowledge that material was installed was a .3hp. You are welcome to come to the house because this is a current photo and what I sent before was also what was installed. I do believe that further reduction is warranted. Also attached is the time stamp when work was completed I was asked to pay. I am not confusing the time as I didn't pay until the work was actually done which was just before noon. I do appreciate you looking into this and have respectfully requested further reduction. I only requested conversing with you as your office called me several times and you indicated that I should call, but I do understand that this format is the best way to move forward. Kindly consider this information. Thanks
  See Attachment/File: 5426BA3A-3CE6-41CD-9F84-23AA448DBA4B

  Customer response

  09/13/2022

  ***** -
  
  In addition, I just wanted to let you know that I actually left to go back to work at noon. I am not trying to be difficult. Please understand that I filed this complaint because I learned that I was over-charged and I have tried to give you and BBB all of the information including all of the photos from the actual work installed. I never took photos of the original pump. I also am not making up the fact that the work was done before noon. I was actually glad that it was done so quickly because I had to go back to work. I even talked with the tech about how fast he got the work done. Again, you are welcome to look at the pump yourself, I am telling the truth. So whatever receipt for the pump you provided - is not actually what was installed. Thank you for your consideration.

  Business response

  09/15/2022

  *****
  I would like to have our Service Manager, *********************, drop by on Monday (Sept 19) to take a picture of the pump with his business card next to it so we can show our supplier that they gave us a 1/3 hp but charged us for a 1/2 hp pump. Once we have done that, I will issue you an additional refund to account for the difference, which should be around $800, on top of the discount I have already offered you. If that is agreeable to you, our dispatchers will call you to arrange a time for *** to stop by on Monday.

  Business response

  09/20/2022

  *****
  Our Service Manager came by on Monday and took a picture of your pump, and we are filing a complaint with our supplier for incorrectly giving us a 1/3 hp pump but invoicing us for a 1/2 hp pump. My sincere apologies for the mix up and I will give you an additional $1375 refund to allow for the smaller pump size. On top of the 25% discount of $1441.72 which I have already agreed to give you, this now means that I am agreeing to refund you a total of $2816.72. That will reduce your original price for the job from $5766.88 to $2950.16, which is nearly a 50% reduction from the original price that you agreed to and signed for. Please respond that this is agreeable to you and I will proceed with your refund.
  *********************, VP
  Precision Plumbing
  

  Customer response

  09/22/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  ***** -
  
  Thank you for the apology and acknowledgement that I was actually telling the truth from the beginning - when I reported this claim.
  
  I cannot accept a final charge of $2950 - as that amount does not fairly represent services rendered for material & labor, fees etc. from Precision.
  
  From the beginning of this complaint, I have indicated that I realized -after the fact- that I was grossly over-charged for a service that should have only cost me hundreds of dollars - not the charge of $5766.88 - that Precision Plumbing charged me. I had paid that amount originally because I trusted that the professional that quoted this to me was experienced and was being fair, reasonable and honest -- which wasn't the case at all. This is why I filed the complaint in the first place. For whatever reason, your tech took advantage of the situation, misrepresented what work was actually done, and then over-charged me.
  
  I want to come to a fair and amicable agreement and I understand that no one will walk away from this experience happy - especially myself. For the sake of moving on, I will accept a final price of $1650. (This would be a reduction $4116.88.)
  
  I believe that a reduction that represents a final charge of $1650 is more than generous to Precision Plumbing as this amount goes beyond the actual parts and labor that I should have been charged in the first place. A reminder: this is about doing the right thing and representing what is fair and reasonable for the actual services - not bartering down a price to point out the "discount".
  
  As originally stated, the retail price of that pump is less than $300. Even if all of the parts including misc parts came to $600 - that leaves the balance for labor, fees etc. - which again - is more than fair - as it took less than 2 hours from the time the tech arrived to the time the tech completed the job and charged me to pay.
  
  Again, while I am not happy with any of this, I will accept a final charge of $1650 (representing a reduction of $4116.88) - but moreover, please understand that what I am proposing represents a more than reasonable settlement that should financially cover more than the actual service from Precision Plumbing at my home.
  
  
  Please take this into consideration.
  
  thank you
  
  ************************* - Customer
  
  

  Business response

  09/26/2022

  *****

  Your offer of $1650 does not represent the fair market value of the work and services you received. However, in the interest of "moving on," as you said, I will accept the settlement. I will mail you a refund check for the difference to the address where the work was performed. You should receive the check by the end of this week.

  *********************, VP

  Precision Plumbing

  Customer response

  09/28/2022

   
  Complaint: 18114801
  
  I am rejecting this response because:

  ***** - Thank you. I am actually Not Rejecting the response.  I am asking that your office please do not send a check to me.  The refunded amount is being handled via the applicable credit card company - ***************** thank you.

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

  Business response

  10/05/2022

  *****

  We have issued the agreed upon refund to your credit card company. Once the credit shows on your account please acknowledge that matters have been resolved to your satisfaction.

  Thank you,

  *****

• Initial Complaint

  08/25/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Plumber came out on 8/19 to repair a leak in the hot water line. The leak was fixed at the time. However, since then, the hot water recirculation system is not functioning as it was prior to his work. Beforehand, hot water was instantly available all the time. Now, it can take between 20-40 sec to get hot water to various faucets and showers. He came back to evaluate but claims he didn't do anything to the system. He didn't know what to do to fix it. Now, we may have to hire another plumber to repair what this company did.

  Business response

  09/08/2022

  Business Response /* (1000, 5, 2022/08/29) */ Contact Name and Title: David G****, GM Contact Phone: ************ Contact Email: *****@precisionplumbinglv.com Dear **** We are researching your complaint with the employees involved and will respond as soon as possible. This may take 3-5 days as everyone's days off are varied. Please allow us the opportunity to resolve your issue fairly and professionally before calling any other contractor to work on the problem. That will void any warranty we offer and confuse determining what the original problem was. Thank you for you patience and for allowing us the opportunity to resolve your complaint. Consumer Response /* (3000, 7, 2022/08/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will give them the 3-5 days to figure out a solution to this issue before any further comments - we will not seek other repairs at this time until they come up with a resolution. Business Response /* (4000, 9, 2022/09/02) */ Dear **** and ***** I have researched your complaint, reviewed the paperwork, interviewed the technician on the job, and determined the following. I would like to send our Service Manager out, at no additional cost, to inspect the situation and determine what can be done to improve the time lag for your hot water delivery. If the delay is caused by any work that we did, we will take care of it. Our Service Manager has attempted to contact you this afternoon and left a voice message. I will also have him reach out to you via email. Once he has gotten his eyes on the problem, we can discuss a solution. Consumer Response /* (2000, 11, 2022/09/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you to the Precision Plumbing service manager, Dan, and the plumber, Drew who were diligent to work on the problem and provide all repairs and replacements free of charge to ensure 100% satisfaction. At this time, the complaint has been resolved to my complete satisfaction.

*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. ↩