Complaints
This profile includes complaints for Papa Plumbing, Heating & Drainage Ltd.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 3 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
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Initial Complaint
Date:07/01/2025
Type: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.
Sep 22, 2024 contacted Papa **************************************************** to fix a leak in our bathroom. Paid almost $800 in cash for initial repairs and $1,732.50 by credit card for shower head and parts to be installed later. Parts were never received as work was done by another contractor through insurance claim. Called their office to get refund was told someone will contact us.Nov 29, 2024 email sent requesting refund copy of invoice included Dec 3, 2024 received email saying that the charges were for labour and materials to install new shower diverter (not shower head as per invoice)Dec 4, 2024 email sent explaining that no new installations were made as we never received the parts. Invoice clearly stated $1,650 + GST for supply and installation of a new shower head, and tub trim not diverter. Whatever work was done that day was paid for in cash, not included I the credit card payment.Dec 13, 2024 received $200 refund on credit card Dec 20, 2024 emailed sent asking why the full amount wasnt refunded Jan 4, 2025 followed up email sent Jan 6, 2025 received an email saying they can only refund the tap & to contact their manager for any further questions or concerns Jan 6, 2025 email sent asking why were not getting the full refund. $200 was refunded because tap was not installed, which means no work was done so whats the $1,532.50 for? When the plumber came that day, after a brief assessment, we were initially quoted $14,000, to fix everything, but when we decided to go with another company through our insurance claim, that quote went down to $9,000. Those quotes did not even include any materials! Its baffling to me how their quotes could vary that much in just a few days when the damage was only assessed once for a very short time.They have all the information so theres no need for us to contact their manager to explain the situation again. Advised that since they are unwilling to resolve this issue, we will proceed with our complaint to the BBB.
Business Response
Date: 07/01/2025
We have reached out to the customer explaining that the charges were for the rough in that was completed in the wall. We have credited $200 for the tap. There is not much else we can give back. This was approved and signed off by the customer as is seen on the invoice.Initial Complaint
Date:12/02/2024
Type: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.
Papa Plumbing attended my residence on January 15 2024. The blower on the furnace was not coming on. The furnace motor has a pulley attached to another pulley on the blower with a belt between the two. **** said the motor was not functioning and was worth $1200. They gave me a price of $1478 to replace the motor. The next day I contacted a place and found out I could get a motor for $240. I had another person attend to locate the problem and they simply tugged on the belt between the pulleys and the motor started. He explained that when the blower gets dirty and stops it will stick and the motor doesn't have enough power to restart the blower.. He cleaned the blower and everything works fine. I felt that I was lied to by Papa about the price of the motor and they misdiagnosed the problem I don't want to pay $250 for someone to come and tell me something which is untrue and provides incompetent service.Business Response
Date: 29/02/2024
Hi ***,
Can you please provide an invoice number for reference so I can issue this credit to your credit card?
Thank you,
Kal
Papa Plumbing
Initial Complaint
Date:28/06/2023
Type: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.
I called their company to diagnose a leak on my master washroom upstairs that is leaking downstairs to the main kitchen. Their technician came, went upstairs and poured water around the shower walls (tiles) and was able to show the leak that was active from upstairs to downstairs. The technician stated on his report that the "tile gaps on the walls are causing the leak and the water goes to the cavity that leads to the leak downstairs". Their technician recommended to remove and install new tiles to fix the issue.However, I called a different company to check about fixing the issue. I told this company that PAPA plumbing recommended to have the tiles removed. They inspected the tiles and there was no "gap" in the tiles or with the grout and they were confused about the "plumber's report".They poured water the same way PAPA plumbing did it, and figured out that the caulking around the shower surround was the issue, including all the caulking in the shower heads. They recommend re caulking to fix the issue and nothing to do with the tiles.I called PAPA plumbing about this, and I got a very rude response from *************************** who was very condescending upon me explaining about their misdiagnosis. He stated that they only give permanent recommendations when it comes to water leaks, hence, retiling.I wouldn't have used their services in the first place if their diagnosis would just lead me to doing the wrong thing. If the company misdiagnose a leak and give the homeowner the wrong information, what's the point of trusting them.The person i spoke to, ***************************, ********* me that he would not give me a refund if I file a complaint with BBB. ** ****** **** ************** *** **** *** **** ******** ******** * **** ***** *** ** ****** ******** ******** *** ******* *** **** *** **** **** **** *** ******Business Response
Date: 28/06/2023
Hi *******,
I believe this has been sorted on our end. I sincerely apologize for the experience you had with ****. Customer satisfaction is top priority for us. I have also had a chat with both **** and ***************************. Once again, I am very sorry on behalf of our team.
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