ComplaintsforPremier Plumbing & Mechanical, Inc.

• Initial Complaint

  02/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I reach out to Premier Plumbing of ******* regarding some plumbing issues. They sent someone out on Thursday, January 26th. (We received snow on Monday, January 30th). I was told that I should have my estimate by EOD buy the plumber before he left. The only thing I received was a email with my receipt for them coming out. I called back on Thursday and I was told the system updates and it should be sent out that day. I gave them the entire weekend because they are a 24 hour business. I did not receive anything. I called back on Wednesday or Thursday and had a chance to speak with ***** who said she was the owner. I explained to her that its been almost a week and that I still didn't received my estimate I explained that it this point I felt that it was bad customer service and that I would like a refund and would not be using the company for the repair. She did not try to make the situation any better and tried to blame it on the ice storm. There were 4 working days prior to the storm. She said that the power has come back on 2 hours ago. I called back the next day 3 different times and I was told that ONLY MY ACCOUNT was locked and that they were waiting on IT to get to it. I called at 8:43am and the owner stated that It would be 10 mins and she would call me back. I called them back an hour later and was transferred to the owner who stated that It would be after lunch. I called back around 330 and was then told the **** They seem to think that this is some sort of game when all I wanted was my plumbing fixed. I would like a full refund, keep the estimate. All calls were recorded and I have the phone records of me making the calls. I called today several times and did not get an answer.

  

  Business response

  02/20/2023

  Good morning, we did have a software issue that caused some accounts to show the quote or invoices sent from our end but not received for some customers, in those cases ALL customers where advised we can mail a hard copy or they can come by and pick up a hard copy from our office if they wish. This customer wanted an email that for the technical difficulties that had occurred due to the storm is beyond our control. This customer was mailed a hard copy of the quote in question, and we can still print this hard copy for the customer to pick up from our location. WE RECORD all calls received into our office and explain we collect a none refundable scheduling fee and this fee is due before the caller gets placed on the schedule therefore we do not issue refunds for it. 

  Customer response

  02/20/2023

   
  Complaint: 19333257
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Customer response

  02/23/2023

  Picking up the document or having it sent in the mail was never mentioned on the phone. She is right, the calls are recorded and she doesn't have that recorded because it was never said. Still no quote received in the mail. The system should be up by now and still no emailed quote. I paid for a service that I didn't fully receive. 

  Customer response

  02/28/2023

   
  

  From the CONSUMER:

  Sent 2/23/2023 2:16:24 PM

  Read by *************************** on 2/23/2023 2:16:45 PM

  Picking up the document or having it sent in the mail was never mentioned on the phone. She is right, the calls are recorded and she doesn't have that recorded because it was never said. Still no quote received in the mail. The system should be up by now and still no emailed quote. I paid for a service that I didn't fully receive. 

  

  Business response

  02/28/2023

  Our location is ******************************************************************* a hard copy can be picked up from the location or a hardcopy can be mailed. Both are very suitable resolutions here which one do you prefer? 

  Customer response

  03/03/2023

   
  Complaint: 19333257
  
  I am rejecting this response because the problem has been fixed and ********** was not given in a timely manner. You have my email but email is no longer an option still. I assume that the system is still down. I would like a full refund. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  01/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In Feb 2022, pipes burst in my backyard apartment. The contract with Premier Plumbing and Mechanical was to repair burst pipes and insulate. The work order also called for a cutoff for the apartment water to be installed in the main house basement. The technician (************* installed the water cutoff on the wrong water line and the manager *****) refused to correct their error. She stated that since the warranty was for 30 days. My response was how can you apply a warranty to a job that was never done.

  

  Business response

  03/16/2023

  Hello thank you for reaching out as you can see this was completed out fully in our system March of 2022 - That is beyond a standard warranty policy. If such an issue occurred  this would have been something you would have noticed at completion, within 30 days even, not a year later. I am attaching a reference pic of where the water was restored and the charges are valid. 

  Customer response

  03/17/2023

   
  Complaint: 18893232
  
  I am rejecting this response because: The agreement was to install a shut-off in the main house for the backyard guesthouse. How could there be a 30 day warranty on a job that was never done?
  
  Sincerely,
  
  *********************

• Initial Complaint

  12/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired premier plumbing and Mechanical to do total plumbing and gas of a rehab property. When they finished the job, they failed both gas and plumbing inspection from CODE ENFORCEMENT. The water heater they installed was leaking, I called the Premier and informed them that they failed inspection. both Mr. **** and Ms. ***** told me that they will resend their technician to redo the work. After not hearing from them for two days, I contacted them, and they changed their story. They said I have to find a licensed plumber to install vents for the water heater and then call them. I reminded them that the vent was their responsibility because it was part of what I paid for. They started to deny it. I ASKED THEM THAT IF THE VENT WAS NOT THEIR RESOPONSIBILITY, WHY DID THEY WORK ON IT PRIOR TO THE INSPECTION? Take note that Premier Plumbing did all the plumbing and gas on my property and called for INSPECTION FOR PLUMBING AND GAS. They failed both inspections. The vent was part of the work they did that failed inspection. Now they are telling me that the vent is not part of the contract. Meanwhile I agreed with them that they will do total plumbing on the property. this included providing ALL MATERIAL AND LABOR for$5600. Since that day up until yesterday, I have been calling Premier Plumbing to finish my work and pass ********** to no avail. Because of the leak, my house has a danger of flooding and my water bill being high, I called another plumber who said they will have to remove the water heater because it was placed wrongly- too close to the wall with several missing parts, the new company will charge me about $2000 because they will have to remove the water heater and reinstall it, repair the leak and repair all the leaking sinks. My flooring is soaking with water and so I need Premier Plumbing to come and finish the work. This company is a rouge company. they are trying to gouache me.

  

  Business response

  01/27/2022

  Business Response /* (1000, 5, 2022/01/09) */ Ms. Julie Dee BBB Serving the Mid-South 3693 Tyndale Drive Memphis, TN XXXXX RE: Case #40220137: ******* ******** Dear Ms. Dee: We have received your notification of Ms. ******* ********'s complaint. Thank you for allowing us to respond. We began working with Ms. ******** in May of 2021. We provided her with Estimate #16166 (copy of estimate is enclosed) for work she requested from us. This estimate included installing a new water heater at *********. Ms. ******** also had work completed by us at *********y. We paused our work on both properties on August 30th, 2021, per Ms. ********'s instructions, due to her waiting for cabinets to be installed by another vendor at *********y. She informed our team that she would reach back out when the cabinets were installed so we could proceed with our work. On September 15h, we sent an SMS notification asking if Ms. ******** had an update so we could continue our work. On October 5th, 2021, we still hadn't heard back from Ms. ********. We reached back out via phone call to continue communication. On October 7th, 2021, Ms. ******** confirmed for our team to continue our services at *********y, beginning October 20th, 2021. She also informed our team that she wanted to wait for *********y to be completed before having us return to *********. *********y had a plumbing inspection set for October 26th, which Ms. ******** was informed of. The day it was scheduled, she was not able to make it, claiming she had been pulled over. We rescheduled our inspection, and it passed. We updated our portal regarding the inspection on November 16th. Ms. ******** emailed the office, claiming she had been calling the office to schedule the rest of the work for *********. We hadn't received any calls from her. We later found out she was calling the field supervisor's direct office line when he was not in the office. We advised Ms. ******** to call our general office line, so that we can always be sure that someone can assist her. That day, Ms. ******** received two invoices for completed work regarding *********y. - Invoice XXXXX, for the work completed. We collected full payment prior to sending her this invoice, so the invoice was issued at $0.00, showing she had paid for our services. - Invoice XXXXX with a balance of $100.00, a convenience fee due to Ms. ******** missing her original inspection date. These documents are enclosed. After receiving the invoice for $100.00, Ms. ******** claimed there was a gas leak at *********y. The customer stated that the inspector mentioned a gas leak when he was investigating our plumbing work. We had already passed *** mechanical final on August 18th, 2021 (RES-MEC-XX-XXXXXX). We advised Ms. ******** submit another work order to our team if she was having further gas issues. Ms. ******** seized emailing. On November 30th, 2021, Ms. ******** confirmed with our field supervisor for us to continue our work at *********, starting December 7th, 2021. On December 6th, 2021, we sent an SMS reminder for the services scheduled for the following day. She rescheduled for December 8th, 2021. On December 8th, at approximately 8:30am, we dispatched our technicians and informed the customer that they were en route. Ms. ******** typically let our technicians work without her on the property up to this point, but this day changed her mind. She wanted to meet our technicians on site. By 9:07am, Ms. ******** was not on site to meet the technicians, so our team gave her another call. She stated she was 5-10 minutes away. Due to our policy, we cannot allow our technicians to wait for a prolonged time. They had already waited 20 minutes at this point. Our team told Ms. ******** we could wait another 5 minutes. If she was not on site after that, she would have to reschedule the service. By 9:17am, Ms. ******** was still not at the job site. We called again informing her we'd have to reschedule. She was irate and claimed we had not waited the time we communicated we would wait. We sent her an SMS of the screenshots of our recorded call log, with timestamps included. She replied back, stating: "I came here by 9: 19 am. You just want to show power tussle by sending your technician away" sic We rescheduled her service for the following day, December 9th, 2021, asking the customer to make plans to be on site at 8:30am so we could ensure her work was completed before moving on to other jobs. We asked for any further communications to be done by calling our office phone. She stated via SMS she cannot make that appointment time, due to taking her children to work, but that she could do 10:00am to 12:00pm. We explained that we cannot guarantee appointment times if she opts out of being the first call, but we would do our best to arrive within the timeframe she provided. Ms. ******** then changed her timeframe to 9:00am to 1:00pm. After this exchange, we just confirmed the appointment timeframe. December 9th, 2021, Ms. ******** sent an SMS, upset that our technicians hadn't arrived by 8:58am. Our technicians met her on site at 9:20am, within the 9:00am to 1:00pm timeframe she gave our team. On December 10th, 2021, Ms. ******** was informed of her plumbing and mechanical finals that were scheduled for December 13th, 2021, per Memphis and Shelby County Code Enforcement. The mechanical final failed due to the water heater vent that Ms. ******** refused to pay for. This vent was not included in the original estimate that had been issued seven months prior. We advised her before this final that if she didn't want to compensate us to install the water heater vent, she could hire another company to do so. She refused, and the final failed. Since then, she has refused to pay for the services completed, having a remaining balance of $1,850.00. With her refusal of payment and ongoing difficulty trying to get on the same page, we seized contact. On December 23rd, 2021, we requested Memphis and Shelby County Code Enforcement cancel RES-PLM-21-002497 (plumbing final) and RES-MEC-21-006957 (mechanical final), due to the customer's noncompliance. Enclosed is an estimate, along with invoices sent to the customer. We also have screenshots of SMS messages for the contact we have with this customer, but due to the website's 10 file maximum, we cannot submit them all. If any additional information is required, please do not hesitate to contact our office. Best regards, ******* ***** Director of Operations

*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. ↩