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:12/30/2022

  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.

  We called our property manager to get a slowly draining shower fixed. They found Plumbers Inc. through the home warranty company, and sent someone out 6 days later to fix it. ****** ***** was the name of the plumber who came to fix the shower. He used a plunger for about 3 minutes on the shower drain, and claimed it was draining better. He said he needed to call the warranty company to see if he could use a snake on the drain, or if that was going to 'explode the pipes and invalidate the warranty.' He went out to the car to make the call....and never came back. A half hour later I walked outside and found his car was gone, and so I called him at the number he called me that morning to confirm the arrival time, and he never answered. The next morning after my shower, I called Plumbers Inc. as the drain was essentially exactly the same as before the plumber came, with the drain pan nearly overflowing after only a 5 minute shower. I called Plumbers Inc. and the receptionist was very rude, claiming that it's been over 24 hours and the drain must have reclogged in that time, as her plumber said the issue was resolved. She said we'd have to have the warranty company pay for another technician to fix the problem. This company is DISHONEST and DECEITFUL. They should be held accountable for all of the customers they've scammed, which is clear in all of these BBB complaints.

  Business Response

  Date: 01/03/2023

  We cleared the stoppage at time of service we ran water and no water was backing up after we clear stoppage..tested working fine..

  Business Response

  Date: 01/06/2023

  Is some cases we don't always have to pull out our plumbing equipment it could be a simple repair dislodging a pop-up assembly using a simple auger or a plunger to clear stoppage sometimes that works just as good and at that time it worked fine sometimes it clogs up again out of nowhere but we left everything running good at time of service

  Customer Answer

  Date: 01/06/2023

   I am rejecting this response because:
  
  
  The shower was not 'running good' when the plumber left. He also left unexpectedly after 'claiming to call the warranty company' for permission to snake the drain, as he knew needed to be done at the time. This is issue was never resolved, and falsifying records does not change the truth of the matter. 

• Initial Complaint

  Date:11/29/2022

  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.

  Our electric water heater kept tripping. We filed a claim with our Home Warranty AHS. AHS dispatched Plumber's Inc. for this job. Plumber's Inc. sent ******** out to our home on Nov. 9th. He determined that there was a small leak causing the fuse to keep tripping. He noted to AHS that the Water Heater needed to be replaced.
  Plumber's Inc. then told us there were code upgrades that needed to be made. $350 for an Expansion Tank, $65 for a drain pan, $125 for Hot and Cold pipe modifications, $100 for electrical setup modifications, and $135 for T&P Pipe Modifications. When I received this quote, I called back on November 22nd and requested to provide the hardware to cut costs. I was told that would be fine, but "It wouldn't really discount the price much." I opted to purchase the hardware needed to facilitate the necessary changes. I paid $113 in total at Home Depot for these items. The installation was scheduled for November 28th. ******** arrived around 9:00 am. I was not home at the time, but my wife was. He told my wife that because we provided the hardware, it would "Only discount the total cost like $20." This makes no sense. We need hot water, so we advised him to continue. When I got home, I found that he did not use any of the hardware I provided, but was able somehow to discount the overall cost by $175 down to $600 even. We did not need the Drain Pan as originally recommended. Furthermore, ******** left us with an invoice that only shows $600 as the charge, and does not detail what I was charged for. I have called many times requesting an itemized invoice, and I have not heard back from anyone. I am not confident I genuinely needed these upgrades, and I feel as though this was Plumber's Inc. way of charging twice for the Water Heater install that was already covered by AHS. I am supposed to be receiving a call from a manager, but I have yet to receive this call. If you cared about your customers, this should be a top priority.

  Business Response

  Date: 12/06/2022

  Thank you for your email when our company diagnoses a water heater we submit everything to your home warranty they decide what's covered and what's not the only thing we do is process the water heater once we get clarification was covered or not we collect the amount what's due and then go ahead and process the water heater everything's based on your home warranty contract thank you

  Business Response

  Date: 12/08/2022

  Like I said earlier when something is not covered regardless if homeowner provides parts or we provide Parts you're labor cost if you have any questions regarding coverage please contact American Home Shield thank you... all we do is cement our findings to the American Home Shield they decided what's covered and what's not we are just the plumbing company that diagnoses the leak stoppages or any repairs under their contract.

  Customer Answer

  Date: 12/09/2022

   I am rejecting this response because:
  
  
  You diagnosed a necessary upgrade to "bring it up to code." I have asked you guys repeatedly to provide me the specific building code that was in violation. Feel free to also have a corporate manager call me like I've requested repeatedly, and still haven't been provided.

• Initial Complaint

  Date:09/07/2022

  Type:Customer Service 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.

  On 3 September 2022 American Home Shield (AHS) sent Plumbers Inc to my residence to complete repairs to my water heater, 2 leaking valves, and to remove a stoppage in my sink. The technician came and looked at my issues. He said he needed to get a second opinion from one of his co-workers for my water heaters, he fixed one of my 2 water leaks and said he had to talk to someone in his company for the other one. He did go outside and snaked my main line but it did not fix the stoppage. He then told me and my wife that he didn't have the tools to snake my lateral drain and he would contact a co-worker who has the tools and he would be back on Tuesday 6 September 2022 to snake the lateral line and we should be good to go. I asked him if he could check the pipes under the sink for stoppage and he told me he didn't want to get wet. He made no other mention, provided us no written diagnosis or documentation he just left and said the other co-worker would call us. On 7 Sept 2022 after many attempts to contact Plumbers Inc (phone just rings) I contacted AHS who told me that the repairs were complete and after receiving the diagnosis from Plumbers Inc they would not be authorizing any repairs, the diagnosis Plumbers Inc provided AHS was totally different from what the technician told us. He said the lateral line was obstructed he never said anything about what was causing the stoppage. Again I asked him to check the line because the garbage disposal is working but the drain is stopped, he now says, I don't want to get water on your floor. This company did not do a thorough investigation or adequate repairs to my service request and the technician told me one thing but reported something totally different to AHS. This seems like a SCAM to get paid because they know AHS will take their word for it so they get paid both AHS/plumbers inc and I still have all the problems with no way to resolve. Poor business models on both organizations.

  Business Response

  Date: 09/08/2022

  When you work with a home warranty like American Home Shield or any other warranty we always need to call for authorization on any repairs in some cases something aren't covered and something's are, in this situation some were some weren't and that's pretty much what happened here. I believe once a homeowner recognizes his contract and realizes things may not be covered making a claim on the BBB is not necessary.

  Customer Answer

  Date: 09/08/2022

   I am rejecting this response because: I understand how the warranty works and i've already identified to AHS in their contract the items are indeed covered. Your company sent a diagnosis that was untrue and totally different from what your technician told us. AHS sent another plumber out after i filed my complaint against them and confirmed your technician was outrageous. After reading the 20+ BBB complaints on your company I expected this response from Plumbers Inc I would recommend you establish a quality control procedure to validate the work your field reps are telling customers, your organization should do business better. I run a newspaper company and would never do business like this. But i'll be sure to inform all the people i can on how home warranty organizations and businesses like yours conducts business so more people can understand just like you recommended. Trust me and thank you
  
  
  
  

  Business Response

  Date: 09/14/2022

  I apologize and I'm sorry things didn't go your way on this work order like I said we have no Authority what's covered and what's not.. We Stand by our technicians diagnosis thank you very much