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:05/05/2025

  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.

  Today we paid over $300 and the plumber caused even more damage than that! We needed 2 simple tasks completed: tighten/replace a leaky valve and replace the plunger inside the tank. The plumber completed the job and then gave us the "bad news". He said, "Because I'm honest I wanted to let you know..." that while squeezing in between the toilet and the wall for the valve, he loosened the toilet from its position on the floor. He said he would call his office and see if they would waive the fee to fix this since he caused it. The company's response was that he could only tighten the floor bolt for free (a quick fix bandaid) or we could pay the full price for ************* to have a new seal (which will be required now). Before calling the office, the plumber was friendly, apologetic, and honest about his mishap. After the call, and our subsequent refusal to pay to fix his mistake, he was instructed to write out a receipt stating he did not cause the problem and that it existed before his arrival. First: We just had a home inspection done and there was no mention of a loose toilet. Second: The plumber took responsibility until he called in to the office who instructed him to charge us to fix his mistake and to write on the receipt that he was not at fault. We want them to return and properly fix his mistake by putting in a new toilet seal to tighten it to the floor.

  Business Response

  Date: 05/07/2025

  It is important to note several facts related to this complaint:
  1. No payment was ever collected from the homeowner they refused to pay for the entire bill
  2. Two services were performed
  3. The technician was on site for 1 hour and 21 minutes, the customer was charged for only 1 hour of work.
  4. Per our licensed plumber on staff: A properly secured toilet cannot be bumped or knocked loose with any regular force such as squeezing behind it. It would require a significant amount of force to do so. These things are designed to withstand hundreds of pounds and constant abuse.
  5. The technician was simply acknowledging that while working behind it he discovered the toilet was loose (most likely a bad seal) and was just letting the homeowner know the bad news that it will have to be reset (this would require more labor and parts and the homeowner was unwilling to pay for this).
  6. The technician did tighten a bolt as stated to better secure the toilet to the best of his ability without having to go through the extra time/materials refused by the homeowner.
  7. Here is the exact word-for-word write up from the technician on site written at the time of service (copy and pasted from his notes):  Toilet was leaking from the angle stop replaced that and while in the process while trying to get the old one off the toilet moved and this was loose already and was not my fault I told them what happened because I'm an honest person other than that I tightened the bolt down on the left side and it was not moving at all after I left toilet needed to be reset but they did not want to pay for that 

  Customer Answer

  Date: 05/07/2025

   
  Complaint: 23280840
  
  I am rejecting this response because:

  We gave the credit card info to the plumber for the 2 contracted services performed and have a receipt showing that. If they have not processed our charge then that is on them. It is not our refusal to pay for services rendered. 

  We did refuse to pay for additional services related to the loose toilet especially since the plumber took responsibility for that.

  With regard to the time the plumber was at our house, it should be noted that not all of that time was spent working. For the first 15 minutes or so  he socialized with us. If they would like to dispute that we can offer up all the details of where he previously worked, the damages done by the hurricanes, the traffic and congestion in **************, and his curiosity of why I looked so familiar and where we could have met.

  It took the plumber quite some time talking on the phone so he could revise what he previously said regarding his responsibility.  It then took even more time for him to put that all in writing.  

  When he left out home we closed up windows and doors, gathered our belongs, set thermostats, etc and walked outside to discover he was still sitting in our driveway typing up information. When we vacated, he was still sitting outisde our house.

  Sincerely,
  
  ******** & ******** *******

  Business Response

  Date: 05/09/2025

  I apologize, the customer is correct that the billing department had not run the credit card provided as the paperwork from that ******* service was not turned in until Monday the 5th upon which we received the complaint and halted payment until remedied.

  
  As for the time, we charge key-turn to key-turn, which is to say the moment the tech arrives in the driveway until the moment they pull away (or when they complete their paperwork as sometimes it takes them a couple minutes between jobs to pull up the next work order). The completion of paperwork is included in the chargeable time to the customer, especially in the case of a COD which all new customers fall into. It was previously noted, however that the technician was on site for a longer period of time than was charged.

  
  We will move forward with the payment on file for the COD. 

  Customer Answer

  Date: 05/13/2025

   
  Complaint: 23280840
  
  I am rejecting this response because: the  issue has not been addressed.  We will have expenses related to repairing the toilet seal, essentially us paying for repairs caused by their person. The toilet was not loose or it would have been addressed in the home inspection done shortly before the service call. The plumber took responsibility for accidently moving the toilet while repairing the valve. After calling in to the office, he said he was told we would have to pay for time and parts (essentially to fix his mishap). 
  The company says customers should pay for all the time at the site but so much of his time was spent chatting with us about things unrelated to the service call (15 minutes), being on the phone to see how to handle his mishap, struggling to write out a "not responsible" mesage on the receipt, and then sitting for another 15 minutes or so in the driveway after we paid. He was on our property for so long after the job was completed that we eventually left and drove away. He could not even look at us when we left because he knew we had been cheated.

  
  Sincerely,
  
  ******** & ******** *******

• Initial Complaint

  Date:03/19/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  During Hurricane ****** our backflow was damaged we had it repaired for $700 but it failed during inspection. They said we had to bring it up to code. I called Lapensee Plumbing & spoke with ***** sent her photos of our project. She stated that everything looked good & it would only be a matter of a cement pad & raising it 3 inches. ***** said the tech would be there 2-3 hours the cost would not be more than $450.00 she said trust me i have been doing this for twenty years and asked me for my credit card. I was reluctant she assured me it would only be kept on file. On 2/11/25 ***** sent **** out to bring our backflow up to code. He did not have the proper tools he told me he would utilize all me parts. The following day I was surprised to see two Lapensee trucks, I immediately called ***** she stated she did not like the way **** did the work but not to worry no additional charge to us which was also confirmed by the technician. On 2/12 we received an email invoice & to click on the link to pay but they already charged our credit card for $1200.00. The invoice states that by signing we found no discrepancies and all our concerns have been addressed to our satisfaction. This is False. We never signed anything they forged our signature. We contacted Lapensee on numerous times by ************* asking for an explanation and prices on materials used. All these requests have been ignored. We are requesting that they honor their original quote of $455.

  Business Response

  Date: 03/20/2025

  We were contacted on 2/07/2025 at 10:36 AM regarding a backflow installation performed by an unlicensed plumber, which required bringing the installation up to code. During this phone call, the customer informed us she hired an unlicensed plumber. It is important to note that this plumber was the first to be on-site before we ever visited the property and is not affiliated with LaPensee Plumbing Pools & Air. Additionally, it is worth highlighting that his installation did not pass inspection. The customer admitted to paying the unlicensed plumber $700.00 for the failed install. At no point during the call was pricing discussed for remedying the poor installation, and this was confirmed through our camera system.
  On 2/11/2025, we visited the site to bring the existing backflow system up to code, which we successfully completed. Our supervisor then instructed us to return the following day, 2/12/2025, to make the installation more aesthetically pleasing at no additional charge to the customer. The customer called on 2/12/2025 at 8:42 AM, and our backflow dispatch team reassured them multiple times that there would be no charge for the technician's visit that day and that we would take care of everything, which we fully honored.
  The inspection for the backflow passed on 2/13/2025. The customer was billed appropriately for the services rendered. Had we applied standard time and material costs, the invoice would have been significantly higher. Instead, we opted to charge the customer the flat rate for an installation, as we wanted to provide a fair and reasonable price due to the issues caused by the original unlicensed plumbers installation. 
  The signature was a default with our new computer software- if no one signs then the technician can not complete the job and move on. We have since had this feature removed from our system.  
  

  Customer Answer

  Date: 03/28/2025

  
  
  This is a downright lie.  ***** ****** said all our parts looked good & we needed to collar up the pipes 3 inches & it had to be put on a concrete slab.  Our old system was damaged by a tree hitting it during  Hurricane ******.  The plumber used all new parts replaced like with like and charged us $700.00  It failed due to lack of a pad & shortness of pipe.  No longer grandfathered.
  
  ***** told me the price was $150 for the 1st half hour, and he should be there no more  than a few hours to bring it to code. I questioned her on price she assured me.  I spoke with **** the tech he said he did not have his saw & parts.
  
  He said he would utilize my parts since they were new.
  
  The next day I was in shock to see 2 LaPensee trucks out front.  I immediately called ***** she assured me Trust me Sweetheart  I will take care of you.  There will be no extra charge to you.
  
  We got the bill, a forged bill,  so she lied to us.
  
  I immediately called to speak with  **** the manager he said he was aware but never called us back. I called again, ***** said she forwarded  the message to him.   The parts they charged us for amounted to $750.00 including tax we requested an itemized bill. He never responded I know they used a bag of cement, parts not so sure.  I guess they are not sure either.  They ignored our calls.
  
  Besides we are not happy with their work.  We walked the neighborhood & Caseys looks so much more professional.
  
  ***** lied & deceived us and **** did not follow up. Very poor business practice.
  
  Very poor communication, deceitful, and absolutely no regard for a consumer.
  
  We would still like an itemized bill of parts used. 
  
  Possibly ***** or ***** Lapensee could shed some light on the parts.
  
  I will not recommend your Company to any Palm Aire residents.
  
  

  Business Response

  Date: 04/08/2025

  We are willing to concede $795.69. This amount will be refunded to the card once we are given a response. That amount will usually take up to 2 days to reflect on the customers account.

  Customer Answer

  Date: 04/08/2025

   
  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,
  
  **** Ellen *****

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 23082115
  
  I am rejecting this response because:
  

  We have not heard from them and still not received the refund to date.

  
  Sincerely,
  
  **** Ellen *********

  Business Response

  Date: 04/28/2025

  We will issue the refund today.

  Customer Answer

  Date: 05/08/2025

   
  Complaint: 23082115
  
  I am rejecting this response because:

  
  We still never received the refund, even after checking with the card company.

  Business Response

  Date: 05/09/2025

  We have processed the refund for this account and confirmed its completion with our finance support team via our internal portal. The refund was successfully completed on May 5, 2025, and the confirmation number is 795994.
  

  Customer Answer

  Date: 05/19/2025

   
  Better Business Bureau:
  The refund was received last week, thank you.

• Initial Complaint

  Date:09/27/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  Really ****** off with the Plumbing and Back Flow Divisions!!!!....let's discuss the ***************** first. - had my backflow inspected as I have had before - we've been with them for many years. They take payment usually before the activity. I gave them my card number and they told me the fee is $25. I asked when do I get the results sent to me and the woman there said when you get the Paid invoice they attach the report which is sent to Manatee County. I get the emailed invoice and it shows a balance of $40 with no report attached, so I immediately called and I got someone who said all of a sudden with NO NOTICE that they've raised their prices, didn't charge my card originally for the $25, but they decided to instead feel they had to rip me off for what $15, and now they do not send the report anymore. You must be kidding me.....this is what they do to a long time client?????...I mean really?????..what a Rip-off industry this is just for that, which brings me to the Plumbing rip-off recently. I needed something done and they were in the area anyways....charged me $150 for the first half hour....the guy was here 3 minutes and I knew they charged that, but that has to be excessive, so I started to ask questions since as the lady said whether they are here for 1 minute or 30 it's $150....when the guy was finished he just left when I was asking questions!!..let's face it I had 27 more minutes to ask this guy anything, so i feel they owe me 27 minutes of credit since the guy just left after HE felt he was finished. This is just total BS... with both divisions.......don't use them or expect to be ripped off or be prepared to hold the guy for **************************************************** not there are any!!!! I am editing this review to state that after all this time Lapensee Plumbing hasn't had the decency to respond, apologize or say anything about this, but what could you say when your totally wrong!!! Now they are having people call me to harass me for payment, since they might shutdown if they don't get my $190 that fast and if you remember they took my payment but then decided not to charge my card so they can rip me off for another $15 after they already took payment on my card, but they said that they've increased prices without notice or I'd never have used them on account of the ********************** rip-off. I guess the BBB is next if they do not respond positively to this review and actually do the right thing!!

  Business Response

  Date: 09/27/2023

  As of today, September 27th, ************** has an outstanding balance of $190. This is broken down to $40 for the backflow division and $150 for the plumbing division. We have not "taken payment" on ****************** credit card for the backflow test as he stated. We also include all the test results along with serial # on the invoice itself as a way to cut down on needless paper, so no duplicate reports are sent out anymore. This, along with our new rate has been in effect for about 10 months at this point. All rates are discussed up front over the phone with the customer, including ******************** rates. Attached is a GPS report of ****************** service call to show that the technician was on site for 19 minutes. We clearly state that our standard $150 rate is for the first 30 minutes after which time we charge by the quarter hour plus any materials. Many jobs can be solved in that 30 minute window - ************** had a loose toilet handle - this does not require much time to fix. Our billing manager spoke with ************** on September 26th and initially declined to waive any of the charges since service was performed satisfactorily (the only issue is with the billing, not the workmanship of either division). During this call he admitted he was never quoted $25 as he mentioned. After speaking with him she was willing to waive the $15 difference in the backflow bill, however ************** was talking over her. She felt she could not get a word in and with that ultimately decided to let the bill stand as-is. At this point we are still willing to write-off the $15 as planned. 

  Customer Answer

  Date: 09/27/2023

   
  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.They are still full of c*** but to resolve this I will accept this and if they do not accept my lower payment as they promised in their answer I will reopen this case!!!!!!!!!!!!
  
  Sincerely,
  
  *********************