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Complaint Details
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Initial Complaint
06/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
My starting complaint: A permit and city inspection is required, and the company has not yet submitted for one.On June 15, 2024 at 8:30am I called Pure Plumbing because my personal home water heater was leaking. I gave them the type, size, and brand of current one, as it needed to be replaced and I wanted the equivalent. Scheduling the appointment, they told me my "window is 8 to 5" and will have a new water heater on the truck". I called them at 3:16pm to check status as I did not hear from them. *** told me I'm next and they are finishing up the current job that should take about 1/2 hour. I called again at 5:51pm and ***** told me I'm still on the schedule, I'm next, and they have 1/2 hour on their current job, and that my technician is ***************************. *************************** showed up at 8:30pm. He did not have a water heater with him as he used it on a previous job. It will take 1 1/2 hours to drive to "the shop", get one, and come back. The price was gouging, and when I asked about it he said the price is high because of getting a permit and inspection multiple times, but I had no choice as I need hot water. He got the new tank and installed it. The installation was finished at 1:30am on Sunday 6/16/24. I was given no warranty, on the spot receipt, or model information. A receipt was emailed to me. I verified with the permit office that no permit has been submitted, so I called Pure Plumbing 6/20/24 at 10:12 am to check when they are going to submit for a permit, they told me a "coordinator will check and will call" me back. They have not called me back. I need them to submit for a permit and inspection, and to call me back when they say they are going to.Business response
06/21/2024
Dear ********,
Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience and frustration you have experienced. We understand how distressing it can be to deal with such issues, especially when it comes to essential home services like your water heater.
We recently spoke with you and have tentatively scheduled your inspection. We understand the importance of having the necessary permits and city inspections completed in a timely manner. Rest assured, we are actively working on addressing your concerns and ensuring that all required permits are submitted promptly.
We deeply regret the delay and miscommunication that occurred during the initial service call. Your experience is not reflective of the high standards we strive to maintain. We appreciate your patience and understanding as we work diligently to make things right.
We are committed to resolving this issue to your satisfaction. If you have any further questions or need additional assistance, please do not hesitate to contact us directly. Your satisfaction is our top priority, and we appreciate your patience as we work to rectify this situation.
Thank you for giving us the opportunity to address this, and we look forward to resolving your concerns promptly.
Sincerely,*****************************
Pure Plumbing & AirCustomer response
07/02/2024
Better Business Bureau:The business has secured a permit and the inspection was done yesterday.
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.Thank you for your help in this matter, and it is impressive how quickly you responded to my complaint. I appreciate everything you do. Have a great day.
Sincerely,
*********************************Initial Complaint
12/05/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
11/22/2019 Purchase a water heater for $1877 before discount with a 10 year unlimited warranty and a 10 year maintenance plan included. They honored that plan for 2 years no issue. Last year they honored but gave me trouble. I called and asked to speak with management to resolve why they want me to buy a yearly plan. No response. This year they refused to honor it. Im currently waiting for a call from management.Customer response
12/05/2023
The company has contacted me and has told me they will complete the service as promised in our contract. No other actions necessary at this time. T**** you
Business response
12/05/2023
Dear ********************,
We sincerely apologize for any inconvenience and frustration you've experienced regarding the maintenance plan for your water heater. Your satisfaction is our top priority, and we regret any lapses in communication that *** have caused you distress.
Upon receiving your BBB complaint, we took immediate action to address your concerns. After a thorough review of your case, we found that there was a misunderstanding in our communication, and we deeply regret any confusion it *** have caused.
We have reached out to you directly to discuss the situation, and we are pleased to have scheduled an appointment to address any issues you *** be facing with your water heater. Our goal is to maintain the high standards that you rightfully expect from us, and we are grateful for the opportunity to rectify the situation.
If you have any further questions or concerns, please do not hesitate to contact us. Your feedback is invaluable, and we are dedicated to continually improving our services to meet and exceed your expectations.
Initial Complaint
05/11/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I believe Pure Plumbing attempted to scam me, a senior, by proposing a price of $5,600 for repairs that i ultimately had completed for less than $700. In negotiations the price was reduced to$4,000 and a also an alternative for $2;60 for a limited warranty and limited scope.This was probably fraudulent and their ***** plumbing license should be revoked .Business response
05/18/2023
After looking into the invoice, *********** provided multiple options to resolve your issue. We provide a repair option and a replacement option in these scenarios to ensure our customers every available solution so they may make the best decision for them. We fully stand behind the solutions offered and feel like *********** attempted to go above and beyond to provide effective solutions.
Regarding our pricing, we offer competitive pricing that is in line with our market. We do not compete with unlicensed people either. Were fully licensed and insured to perform plumbing in the ************** to ensure the safety of our customers and their homes. If the comparing quote you received was not from a licensed plumbing company, not just a licensed individual, we want to express there will be a difference in price and legality of the work performed. This information can be found under Sec. ******** of the *********** Board of Plumbing Examiners license law.
Our mission is to deliver phenomenal services, and we hope this is not the end of our relationship. We hope that one day we can service your home.Initial Complaint
02/03/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On January 24th 2023, I called Pure Plumbing to repair a leaky kitchen faucet. The technician notified me that the kitchen faucet would have to be replaced. I agreed to the replacement. As he proceeded with the repair he claimed there was a leak under the sink also. I said there was no leak under the sink but he insisted there was( it was dry under the sink). He proceeded to say that valves under the sink needed to be replaced even though the previous under sink leak had already been repaired. I was charged $ 460 dollars for an unnecessary valve replacement and now a week after the supposed repair, its soaking wet under my sink because the technician did not perform the job properly. I want a refund for the unnecessary and improperly performed work.
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Customer Complaints Summary
7 total complaints in the last 3 years.
3 complaints closed in the last 12 months.