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Description

This company offers residential and commercial plumbing, new construction, repairs and maintenance.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that Atlantis Plumbing meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for Atlantis Plumbing include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 1 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

1 complaint closed with BBB in last 3 years | 1 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 0
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 1
Total Closed Complaints 1

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Atlantis Plumbing
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

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BBB file opened: June 06, 2006 Business started: 06/06/2006 in TX Business started locally: 06/06/2006
Licensing

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Texas State Board of Plumbing Examiners
929 E 41st St, Austin TX 78751
Phone Number: (800) 845-6584
info@tsbpe.state.tx

Type of Entity

Sole Proprietorship

Business Management
Mr. Robert Clark, Owner
Contact Information
Principal: Mr. Robert Clark, Owner
Business Category

Plumbers Plumbing - Renovation & Repair Plumbing Drains & Sewer Cleaning Water Leak Detection

Industry Tips
Selecting a plumber or plumbing contractor

Additional Locations

  • 1320 Piney Creek Ln

    Cedar Park, TX 78613 (512) 762-4585

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Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

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BBB Complaint Process

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Additional Phone Numbers

  • (512) 744-3311(Phone)
  • (512) 401-3335 (Fax)
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Complaint Detail(s)

8/29/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We hired Atlantis plumbing to replace our broken water heater. They came out and replaced it and everything looked ok. A few weeks later we noticed a puddle of water on the inside of our house on the other side of the wall from the water heater. We called Atlantis plumbing to come out and check it out and they stated the water connector was faulty or not installed properly. The water on the inside of the house caused damage to our newly installed laminate flooring. He agreed to fix it but wanted to hire his own guy to fix it who claimed to be a master carpenter of 30 years but worked in a local grocery store. The person he hired to fix it was not reliable, refuse to call us back and kept giving us excuses. Finally they came out to repair and was going to use our left over planks to fix the damaged ones. From the beginning we told them that we didn't think there was enough flooring due to the extensive damage but they assured us they did and we gave them the benefit of the doubt. They tried to look for additional planks but the laminate we had was discontinued. We let them attempt the repair with the flooring we had. As suspected they did not have enough flooring and did a terrible job of installing it. the planks did not line up properly and was very noticeable and gaps between the wall. The baseboard was improperly "matched" to the existing baseboard and was improperly installed to where they had to cut the bottom of the baseboard to fit properly. They also did not install the quarter rounds properly and left a gap in the corner. We complained to the plumber and came over to take a look at it himself. He told us we were being too picky and it looked fine to him. We spent quite a bit of money on the floor that he damaged and want it to look the way it did before. I had requested his insurance information to file a claim but he completely ignored my request. Our insurance company tried to get it as well and it went ignored.

Desired Settlement: We would like the floor to be replaced and installed properly by the contractor who originally installed the floor.

Business Response:     We received a call on December 3, 2012, that the water heater in the garage at **** ******** **** ***** ***** ***** *****, had burst and water was pouring out of the garage. We arrived promptly at the house and found the water heater pan full and over flowing both into the house and into the garage. We shut off the water supply and agreed that the heater needed replacement. We started draining the exiting heater and went to the store to acquire a new water heater. We replaced the old heater and installed a new heater. The water was sucked up with a wet vac and towels. Atlantis Plumbing installed a new heater and checked for leaks, but found none.
    We later received a call that the new water heater was leaking and a puddle of water had been found on the floor of the living room in the corner of the room behind the water heater. We found water dripping at one of the flex connectors on the water heater and repaired the leak. The water in the house was dried up and we found about 5 boards with water damage. **** ********** indicated he had some extra boards that he saved when the floor was installed. Because there was a loose fitting at the connector to the water heater we agreed to hire a carpenter to replace the five boards. We ultimately replaced eleven boards with the laminate flooring provided by ****. We had no less than 10 appointments during the repair period and about 7 of these were due to conflicts in schedules of both the owner and the carpenter. We finally replaced the damaged floor and  repaired the round in the corner and fixed a crack in the side wall molding. We were under the assumption that everything was acceptable in that there was no additional damage that we could detect.
    Atlantis Plumbing made a good faith effort to remedy the problem, even though the ************ apparently do not realize that the water damage was most likely caused by the water heater bursting originally, which is not our fault. Should they want a new floor which was not damaged by us, perhaps they can contact their insurance carrier and have it replaced.

Consumer Response: Complaint: *******

I am rejecting this response because:

The business claims that the damage was caused by the old heater is unfounded.  Also, the floor was still wet when we started the repair process.  We had quite a few concerns about mold but they claimed that if they spray bleach on it, it will be fine.  There was a total of 11 boards that were damaged and we only had 9 remaining from original install.  During the replacement process we kept voicing our concerns to the contractor and the plumber that we didn't think there was enough boards.  They wanted to try it anyway.  Our mistake was to give them a chance.  The first time the job was finished it looked terrible.  The planks were uneven and there was a gap between the wall and floor.  This was done by a so called master carpenter who cant measure correctly.  They did keep trying to remedy the floor but only to make it look "ok" and not like it was before.  We paid quite a bit of money to replace the floor and want it to look like it did before.  We would gladly file a claim with the plumbers insurance company but they are refusing to provide the information.  We have filed complaints with the Texas State Board of Plumbing.  Attached is a picture of the finished job.

Regards,

**** **********

Business Response:       The response to the statement of Atlantis Plumbing that the floor was originally damaged by the water heater bottom leaking is still our position. When they original called us, they had water on the floor at that time which we dried with a wet vac and towels, and provided two fans to dry out the area. Later when we were called about a leak, being observed and a puddle of water on the floor in the corner, we dried it up again, but did notice that five boards were already showing signs of damage. When we later made the repairs, we used 11 boards and replaced the corner round, even though we still believed the floor was damaged already. We did our best to repair the floor and it did look fine when we left. *** *****, Atlantis Plumbing 

Consumer Response: Complaint: *******

I am rejecting this response because:
The point is they damaged the floor and did not correctly fix it.  They assured us if their carpenter could not fix it we would look at other options.  Now they are backing out and not taking responsibility.  By Law Atantis plumbing needs to provide their insurance information to us.  If they don't provide we will take them to court.

Regards,

**** **********

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

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