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:07/31/2024

  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 hired ***'s Family Plumbing on the recommendation of our Building Engineer. This is a brand new build. Prior to hiring them, we sent plumbing approved stamped permitted plans. They advised they could do the job. The 1st Rough-in, went under the slab, they failed the 1st inspection and came back to fix it. *****, the owner, came out in May and would not look at his worker's work. He gave us a discount, we paid in cash, for the work that wasn't done and what my husband, had to fix, prior to the monolithic pour. Their work is inaccurate & off and we didn't realize until the Concrete slab was poured. They missed the main bathtub drain by 12 inches and the toilet in the master bath by 8 inches. We have contacted them 3 times, initially July 10, 2024 with no response, followed up on July 23, 2024, and advised if we didn't hear anything back from them, we would be filing a complaint with the BBB. ***** responded with the following: "Good afternoon,When ***** went out to the property to meet you before you left he gave you a discount because you moved plumbing he also informed you that you should have let us move it. At the end of the conversation you told ***** everything is good. Now how do we know that you did not move the pipes again. You should have called us to meet on the job site to go over this but at this point you never called us to meet however if it is our fault we will move it. We can look at it and see what needs to be done. If someone else touches it there is nothing we can do to help you.Have a great day!*****************************"My partial response to "*****", July 23m 2024:"Partially what you said is True, however the photo's I sent you, has nothing to do with moving pipes. We are ethically honest people, we would NEVER move anything and blame someone."We find ***'s Family Plumbing to be unethical & they do NOT stand by their work, nor have they followed up with us to make any type of arrangements.

  Business Response

  Date: 08/21/2024

  We have been in direct contact with the customer to address the issues.

  Customer Answer

  Date: 09/10/2024

   
  Complaint: 22072698
  
  I am rejecting this response because:
  
  Joe's Family Plumbing HAS NOT been in contact with us - 
  We want to be re-imbursed $1000.00

  Business Response

  Date: 10/28/2024

  The work we did passed inspections on first rough, everything was put in per specs of the plans and passed inspections.

  Customer did not want to proceed with anything else past 2nd rough, we gave discount and pulled the permit from any further work.
  
  We still came out to look at his complaint areas but found he was making revisions to our work after the city passed. There is no refund due and no further work owed to him, we parted ways and pulled the permit from the job per his request.

  We cannot be responsible for anything he has touched or moved.

• Initial Complaint

  Date:09/12/2023

  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.

  Nature of the dispute is that I was told I would not be charged and after receiving at least 4 phone calls for an unpaid bill since January I did pay $150 of the $250 but I feel that charge was unfair. Why would there be a charge for a job that was not done correctly twice? That is my question for **** Family Plumbing because the first time they replaced the toilet flap the repairmen left a puddle of water on the floor and a leak. That was on a Friday &, the next day was ************ told their answering service I didnt want to pay a high service fee, I would keep cleaning the water up until Monday but she said I would NOT be charged. The Saturday guy came out and replaced a valve and hose but it did not fill. I was told to call office and on Monday, a Manager came out and turned the valve on.. the Saturday guy didnt do it!!I got a bill for $250 which I called about several times. No one helped resolve it. I was finally referred to ***** in the office and after attempting to call numerous times I finally sent an email. When we finally connected she argued with me about the charge & said she would talk to the manager. it was August and after several calls from other office workers i kept telling them to talk to *****. ***** never called me and I dont think she ever talked to the manager. I got a call from ***** who finally said I needed to pay something so I did $150. I feel angry that I paid anything at all. Parts only would have been more fair, which probably only cost about $30 if even that. The first guy left a puddle of leaking water all over the floor, the second guy didnt turn on the valve, I was told there would be no emergency service charge and ***** never followed up with me and talking to the manager. I felt screwed. Bad customers relations is what I have decided and a bad opinion of **** family plumbing. I would like them to refund me at least $75 of the money I paid and they can have $75 for parts, more than what they cost.

  Business Response

  Date: 04/03/2024

  This homeowner's son was repiping her home illegally. The leak was caused by her unlicensed son causing it, even though he could apparently do a repipe but could not replace the guts to the toilet.  Her son caused the leak in the supply line and we were not going to repair it for free, when we did not cause the leak.  We did our job when we repaired the toilet guts and fixed on Saturday the supply line that her son caused the leak to.  The walls in the bathroom were opened from son.  We even gave her $100 off on our Sat call, which we should not have done.  But did it to be nice.  We should have notified the city of her illegal work however chose not to. 

  Customer Answer

  Date: 04/05/2024

   
  Complaint: 20585685
  
  I am rejecting this response because:
  I was told before the repair was done on the Saturday that I would NOT BE CHARGED.  
  I am dropping my complaint but **** Plumbing should get their representatives to tell customers the correct information.  If I knew I would have been charged an exorbitant amount of money for that Saturday call I certainly would have waited until Monday and I kept telling their representatives this.  
  So my response is: GET YOUR REPRESENTATIVES  TO TELL THE CUSTOMER THE CORRECT CHARGE INFORMATION (and the connecting pipe was not done by my son).  My complaint has been based on having different office workers call me for months without knowing what happened.  They kept calling about an unpaid bill.  That company needs better computer documentation about issues.

  Sincerely,
  
  *******************

• Initial Complaint

  Date:10/05/2022

  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.

  July 2022 signed contract and gave $1575 as half up front and the rest owed when work completed.the job should have been a 2 day job for approx **** to **** dollars if that they did not perform any of the items that i asked them to do prior to start - **** and Permitting they did not adhere to not tapping into the city pipe - per city and per property - they removed it and did not replace it until i brought all of the errors to their attention several times they were unkind, threatening, attempted to double charge me, WALKED OFF THE *** in an "or else" fashion, and made zero attempts to rectify or compromise on anything - no walk through, no responses to emails (hundreds) to make sure they responded before moving forward with work and then to begging them to finish the job until the final straw of FULL REFUND. They have attempted to blame me and even went so far as to call me crazy which is not only offensive but a liable issue. I have been patient and kind all along the way - understanding of family loss, however never given updates or answers. this has gone on for almost 3 months all tolled. they also refused to call in other experts to assure that the wires they cut during excavation were all ok and not damaged in any way. It is both disappointing and frustrating as a new home owner, i have been waiting for the completion of this project so that i can fix the leak in my roof as well. Not to mention just poor customer service (**** and ******* were helpful professional and kind), as **** Family Plumbing has no empathy nor understanding nor accepts responsibility for their actions, and especially offers no solutions or to provide immediate service to rectify the problems. maybe to others but i was not afforded this opportunity and it is based on my personal experience. until i requested a FULL REFUND no one responded and if they did they would hang up and say they would call back and never did or say they were coming to the home and never did.

  Business Response

  Date: 04/03/2024

  Completed first part of job with inspections completed (underground work).  We did not cut any wires.  She said we broke her AC which is ridiculous because we are plumbers.  An AC professional came out and said her unit was so old, it needed to be replaced (and it was not the plumbers/our fault).  Then she complained that her water was polluted and blamed us for it.  But at that point we never even ran water piping, just drainage, so her water quality could not have been compromised by us at all.  Then she claimed we caused a roof leak, which is impossible because we never even went on the roof.  The owner of JFP went over to speak with with homeowner, because she wanted a FULL refund, even after we passed our inspection.  *****, our owner, went to her home to speak with her and she was incredibly nasty and aggressive to the point where our owner refused to disagree with her any further.  *****, our owner, got in his vehicle....she stood in front of his vehicle screaming at him not to leave.  The woman is irrational, and crazy, and abrasive.  We already had half the job complete to par and we were not going to refund her money at all due to us passing inspection and doing our job.  Yes, this woman was a lose ****** and one of the worst customers we have ever dealt with in 40 yrs of business.  

  Customer Answer

  Date: 04/04/2024

   
  Complaint: 18156627
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 04/05/2024

   
  Complaint: 18156627
  
  I am rejecting this response because:

  Blatant bold face lies.

   

  They cut my internet. And a wire that connected to my AC

   

  My AC is brand new. 

   

  Never accused them of anything with water or roof.

   

  Asked questions about the cloudiness of the water.

   

  I could not fix my roof because the yard was dug up for almost a tear.

   

  They didn't do call before you dig.

   

  They didn't have my property manager sign the notice of commencement and then a notary and employee of JFP forged my signature and lost her notary commission.

   

  The owner was screaming at me and would not walk through the yard .... my meeting with him was called as a final straw to finish the job at no additional charge for all of the problems there were from day one.

   

  They didn't follow instructions dug the yard up when they were supposed to go from under the mobile home to the shed.    

   

  They took out the main drain pipe which I told them they were not to touch per management.  They then did not replace it.  Then after I called yet another error to their attention they walked off of the job and some how pushed A ROUGH INSPECTION through by deception and fraud and not taking responsibility for any actions.

   

  I have seen in all reviews and witnessed their unprofessional behavior and comments that could place them at a law suit for liable on many review sites as well as to me several times.

   

  They are irrational and unprofessional and those who are kind there can't get through to the owner.

   

  I was called every name in the book because I pointed out errors and code violations at every step.

   

  I put in complaints to ****, *****, BBB, and the city and county, as well as a police report for the illegal notarial act.

   

  It was a nightmare and I finally let it go because there was no reasoning with them and no remorse and no taking responsibility or apology.   

   

  They still have an expired permit that I can't move forward with so I have had NO WASHER DRYER SINCE JUNE OF 2022.   And they were brand new and quite possibly don't work anymore.

   

  Rather than trying to contact me and see if there is something they can do to help and apologize and close out the permit, they belittle and berate and bully.    

   

  I didn't have money to *** them and they knew I was using the last of my savings to complete this project.  I have had to do laundry every week which adds almost 200 dollars a month to my expenses.  Not to mention the damage done from having to wait so long to fix my roof.   And there is so much more.

   

  I won't stoop to their level, however the only thing that is true is the 100s of emails I had to send to try to get things corrected.   

   

  I was empathetic to their family losses and to the cancelled appointment due to an ill child.  His wife had to play defense for his behavior and tried to settle things but the behavior displayed toward me threatening me to pay him the balance to finish the job and would not even do a walk through to make sure no other errors were made I gave up.

   

  If I had money for a lawyer I would have ***d him for all of this and more.

   

  Thank you for listening.  These people I believe are too well connected to be held accountable.

   

  And after all this time just answering this now.   It's too little too late.

   

  Finish the job at no additional charge and close out the permit is all I will accept.   I deserve a full refund for the almost 2 years of this mess.  

   

  And a sincere apology would be nice.

   

  Thank you for the opportunity to quickly give you a synopsis.  These people are not kind.

  
  
  Sincerely,
  
  *******************************