ComplaintsforPro-Tec Plumbing and Air

• Initial Complaint

  09/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Beware: Do not hire this company. The very worst experience that I have ever had with any company. They replaced my hot water heater 4 years ago for over $1,000. The cold water line fittings completely corroded and rusted out and developed a major leak. I live on the 8th floor in a condo in Naples and if someone was not there at the time, the water leak would have flooded all 7 floors below me and could have caused hundreds of thousands of dollars in damage due to improper fittings used on the cold water line. Was told by the tech that the guy who did this, probably doesnt work here any longer. I had no water since shut off valve for tank did not work, also installed by them. Had to turn off main supply line. They came out and said would replace tank at no charge and be there later that day or following day. I asked for an emergency repair just to get cold water working and they wanted $374.00 to put a cap on the line to stop leak. Another way to hold me a hostage. They would not answer phones, even the emergency number. Talked to the owner the very next day and he said to sign the estimate he sent by e mail for $986 and they will install tank. $986.00 was for labor only or a job that they said would take 2 hours to complete, highway robbery! They were holding me at full hostage without a useable condo, (could not even flush toilets). I am a school teacher and had to work the next day and had to drive clear across town to shower at a friends house before work. I hired an honest and reputable plumber the very next day and he by -passed tank for cold water use and charged me only $67.00. The new honest company will get all of my future work and business for all of our condo units in the future. Our condo association is well aware of this and have inspected this disaster installation event. **************

  

  Business response

  10/19/2023

   

  We are sorry to hear about your negative experience, we appreciate your feedback and are committed to continuously improving our services to ensure a better experience for all our customers. Pro-Tec Plumbing and Air has strived to provide honest pricing and quality service in SWFL for ********************************************************************** this instance as well. PTP submitted the pictures of your tank to Rheem for a warranty claim. After review, ***** offered to warranty the defective part. It was a product defect, and not an installation issue. The manufacturers warranty is all that remains after one year, and your tank was four years old. Our company advocated on your behalf, asking ***** to pay for the labor portion which was denied by *****. Your water heater that was installed by Pro-Tec Plumbing and Air, was installed to ******* plumbing code.Water heaters come with dielectric ******* which eliminates the need for dielectric unions. Pro-Tec has made every attempt to correct this, following the proper channels and will continue to stand behind all our work going forward.

• Initial Complaint

  12/14/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 11/14/2021 I contacted Pro-Tec Plumbing about a slow drain in our kitchen. An appointment for 9:00 AM on the next day (11/15) was set. At 6:30 am I received a phone call from an employee of Pro-Tec named MATT, and he would be arriving at the condo in a few minutes. Since I was at working in another state, I called my wife and woke her up about the plumber arriving shortly. When Matt arrived at the condo, the only equipment he had with him was an empty bucket and some rags. He informed my wife that he didn't have any service equipment with him. Since Matt had no service tools, he borrowed a small hand held drain snake (Purchased at ACE hardware for $20.00) and attempted to clear the drain. This small hand-help 20 foot drain snake is not professional plumber equipment. In fact the invoice from Pro-Tec clearly states that Matt used an electric drain snake. The is a huge difference between a $20 (20 foot) handheld snake and a professional 75 to 200 foot electric drain snake (see photos). After Matt was unable to clear the slow drain, he had my wife boil water to pour down the drain. With the issue unresolved, he advised my wife to just pour Drano down the kitchen sink. I called Pro-Tec when I received the first invoice for $553.25. I told the young girl the answered the phone this was a ridiculous amount for the work that wasn't completed. The invoice was reduced to $488.25. During my first phone call, the girl that answered the phone was surprised that Matt was the person that was at my condo. She stated that Matt doesn't do services call, he works on construction installs for Pro-Tec. The price is not the issue, the fact that the employee showed up with NO service equipment, was unable to clear the drain with our 20 foot snake, and then charged me for equipment (Professional 75'/200' Electric Snake) that he didn't even have with him during the service call is the issue. This is clearly unethical and fraudulent billing on this company's behalf.

  

  Business response

  01/27/2022

  Business Response /* (1000, 7, 2022/01/06) */ On 11/15 we dispatched a seasoned plumber to the ******* residence per the request of the homeowner. The plumber who was dispatched that evening works primarily in our construction division. This particular plumber has over 20 years of experience. Because he works in the construction division, his truck has limited service equipment. We recognized this issue and reduced the customers original price from $553.25 to $488.25. We then discounted the service call additionally from $488.25 to $288.25. If the customer wants to discuss this further and is still not satisfied, he certainly may call the office and ask for the service manager and general manger. We want nothing more than to make this right, if given the opportunity.

*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. ↩