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:03/24/2025

  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.

  This company gave me a quote on plumbing for me new home build, Their original quote was $10552.32 to run drainage pipes and hoses to all sinks, tubs, shower, toilets, and laundry as needed according to plans. They said that it would take about three days. When they started installation they called and asked how I wanted all the lines run, I said through the ceiling. After the first day they had run four small water lines through my ceiling into my attic. We saw it, took a photo of it and texted it to the company because the lines in the attic would mess with storage space. The next day I talked to the plumber onsite and said the lines need to be run through the joists and he said that he could do that. He proceeded to complete the installation. The company then sent me the "estimate" for running the lines through the joists after the work had already been completed for $6988.22 without letting me knowing before they did the work. Our original estimate included running those lines so there was no reason for them to charge us that $6988.22 especially when they didn't let us know the cost up front or get a signed work agreement. They also had me buy the valves that they needed which cost $600 when that should have been included. They also missed installing bang plates in front of the pipes causing us to fail our inspection. We had a deep sink installed in our laundry room by a different company, for which we paid out of pocket. For the inspection they removed our sink in order to plug the lines. They cut the pipe so short that we couldn't reinstall our sink. I asked them to reinstall our sink because they removed it and they refused. There were also two big leaks that we had to have them fix that leaked all over the floor and destroyed the wooden studs that we just had installed and there was no reimbursement for the ruined studs.

  

  Business Response

  Date: 03/25/2025

  Sam this is Tony the office manager here at My Plumber.
  
  You and I have been working closely with each other or the past several weeks with no issues.
  
  Every time you called / texted / emailed we responded right away!
  
  Kept you updated each step of the way.
  
  Let's be honest here Sam, the issues that presented themselves were out of our control.
  
  We performed the work based off of your home's blueprints etc.
  
  Many phases of this build (not plumbing) were being done out of order that created plumbing delays and additional expenses.
  
  We would NEVER render services without a customer's approval creating a surprise bill.
  
  What it boils down to is you are trying to hold us accountable for issues that are out of our control.
  
  Sam, you have been very pleasant to work with up to this point. We understand that building a new home from scratch is stressful especially when you have several contractors on site overlapping each other.
  
  We also want to address the comment you made about us "yelling" at you. This was not the case. We drew a line with you, and you took offense to that.
  
  We honestly wish you the best of luck from the bottom of our hearts.
  
  - The My Plumber Family

  Customer Answer

  Date: 04/29/2025

  I had a BBB case with you guys and for some reason, I wasn't able to respond on the portal but I had more evidence to send over. I signed a contract with My Plumber on February 6th and the work started on February 8th and they said the work would take about four days. In the morning on February 8th I went by my property and checked out the progress and the plumbers had run the water lines through the ceiling and into the attic. They had called me earlier that day and asked how I wanted the lines run and I had said through the rafters. When I saw those four water lines (I attached a photo with the time stamp on it) I talked to the plumber on site and told him that we were going to use the attic for storage and it can't be filled with water lines. I told him I had wanted the lines to go through the rafters and not into the attic. The plumber said that they could do that no problem but didn't offer any dollar amounts. By February 9th most of the work was completed as you can see from the photos that I have attached.  It wasn't until February 11th that they sent me an "estimate" of the extra cost for the changes. They had already done all the work, we hadn't agreed on a price because they hadn't told me any dollar amounts, I didn't sign anything saying that I was okay paying that much, and they also wanted to charge me about $1000 for some valve that gets installed in the wall which I ended up buying myself totaling about $700 even though their contract specifically states that that parts and labor are included. I was forced to pay the $6988.22 in order to get the work completed enough to pass my inspections. The original estimate covered all of the work and all of the parts so I'm not really sure why they charged me that much money and coerced me into paying it but that is absolutely highway robbery and a terrible way to do business. The company responded that they would never do work that wasn't approved, but they can't procure a signed service agreement for that second charge because I never signed one. Please let me know what you need from me.

  
  

  1. "My Plumber Plumbing Services LLC will not perform any Services on the Property without prior to written approval by

  Customer to proceed on the Estimate."

  
  

   2. "My Plumber Plumbing Services LLC services will consist of assessment, estimate and repair, including parts and labor,

  of plumbing related issues in and around the Property"

  
  

  Regards,

  ******** Gonzalez 

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

  
  

  

  Business Response

  Date: 04/29/2025

  *** this is **** the office manager here at My Plumber.
  
  You and I have been working closely with each other or the past several weeks with no issues.
  
  Every time you called / texted / emailed we responded right away!
  
  Kept you updated each step of the way.
  
  Let's be honest here ***, the issues that presented themselves were out of our control.
  
  We performed the work based off of your home's blueprints etc.
  
  Many phases of this build (not plumbing) were being done out of order that created plumbing delays and additional expenses.
  
  We would NEVER render services without a customer's approval creating a surprise bill.

  WE HAVE EMAILS, TEXT MESSAGES EVEN VOICEMAILS FROM YOU APPROVING DIFFERENCE PHASES OF THE *** ETC. WE WENT ABOVE AND BEYOND TO HELP YOU UNDERSTAND THE PROCESS ETC WHICH IS WHY YOU PAID THE BILL AND PASSED YOUR INSPECTION. INSTEAD, YOUR MAKING IT LOOK LIKE WE ROBBED YOU WHICH IS A LIE. BEST OF LUCK TO YOU ***.

  
  What it boils down to is you are trying to hold us accountable for issues that are out of our control.
  
  ***, you have been very pleasant to work with up to this point. We understand that building a new home from scratch is stressful especially when you have several contractors on site overlapping each other.
  
  We also want to address the comment you made about us "yelling" at you. This was not the case. We drew a line with you, and you took offense to that.
  
  We honestly wish you the best of luck from the bottom of our hearts.
  
  - The My Plumber Family

  Customer Answer

  Date: 05/06/2025

  The business responded in all caps which shows how unprofessional they are. They said they have proof in the form of text messages and voicemails, but they didn't attach anything which shows that they don't have a signed agreement from me like their service agreement states that they would obtain before proceeding with the work. The fact of the matter is that they completed the work in the same amount of time that they quoted me for the original work with the same parts and labor, but then somehow they needed an extra $6988.22 after the work had been completed without my knowledge of how much extra a minor change was going to be. I wouldn't have asked them to modify things if I would have been given the price up front, that is outrageous and it is robbery/bait and switch situation. I provided numerous documents and photos that show that they completed the work before I had even seen the estimate, and they shouldn't have even needed the extra $6988.22 because it should have been included in the original quote that I did sign for, that included all labor and parts.