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Business Profile

Plumber

Pace Plumbing Company, LLC

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:10/15/2024

    Type:Product Issues
    Status:
    Answered
    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 October 2nd, our tankless gas water heater stopped working. I filed a claim with my insurance and I called Pace Plumbing the next day on the 3rd to see if they can pull the claim and work it and they did. I spoke to ******* at Pace plumbing and she recommended I flush out the tankless water heater to clean it first so I am not charged my $100 deductible for them coming out. The hot water still did not work after flush so I called ******* and she said she will send her service tech out Monday 10/07 and I will need to pay $100 which is my insurance deductible. ****** came out while I was leaving for work. I showed him where the water heater was and I left for work.i paid him $100. He called me shortly after and said that the gas was not turned all the way up on the gas meter and that he fixed it. I come home and we have no hot water. I called ******* back. She dicussed it with a male and she said that it must be an issue with the gas company and I need to call Center Point. So I did and the CenterPoint tech came out the same day. The tech told me he replaced the regulator head and told me there was no trash in the line. I still had no hot water. So I called ******* again. She said she would have ****** and a more experienced tech out the next day on 10/08 at 2:30 to look at it. I did not hear from anyone so at 3:15 I called and no answer. I have never heard from any one at that company ever since. No matter how many times I call or what number I call from, there has been no answer. The only address I found for Pace Plumbing was a trailer, not an actual store front. So I called the insurance on the 8th and told them I haven’t heard from anyone. They called and emailed Pace Plumbing. Pace Plumbing responded on 10/09 and said that they had been out sick and assured they will call me, but still never heard from them. They charged me $100 and never communicated with me again.

    Business Response

    Date: 10/23/2024

    Warranty denied and customer is unwilling to pay.  Problem appears to be too low of gas flow.   The gas company should fix this and it is not uncommon for them to say it is good when it is not.  A gas flow test is $450 if done by the plumber & they are willing to charge hourly rate of $210 to save $$.

    Business Response

    Date: 10/24/2024

    The $100 is a service fee set by the warranty company each time a trade comes to the home. Plumbing tech came, went through all the troubleshooting with the Rheem tankless customer service. There is no issues with the tankless itself. It is a gas flow issue from meter to tankless. Warranty companies will not cover any lines in the ground. Centerpoint needs to replace regulator or customer run new lines. Has nothing to do with the tankless. The $100 pays tech for time at home. At this point, this is no longer a warranty issue. We would be happy to come as Pace Plumbing to repair gas lines and test regulator but will need to be paid regular rate

    Customer Answer

    Date: 10/24/2024



    Complaint: ********



    I am rejecting this response because:

    how was I unwilling to pay when I absolutely never received a call back after you told insurance company you and your tech were sick and you’d be calling me that day. I never heard from you or anyone and we both know that. Do not lie. Insurance approved for us to get our own plumber after not hearing from your company and that reputable company confirmed it was the ignitor that needs replacing. You took our $100 and we never heard from you again. That is terrible business, and I would like a refund. 




    Sincerely,



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

    Customer Answer

    Date: 10/29/2024

    I had centerpoint come out and they replaced the regulator and made sure there was no trash in the line. Pace Plumbing misdiagnosed the problem, kept the $100 and never answered my phone calls after that. This is not right. If they were not capable of fixing this they should have never took my money and then told me a more experienced tech was going to come out and NEVER DID. I never heard from them again until I filed complaint with BBB. 

    I have attached the true diagnosis which is the ignitor. And proof that center point came to my home. What they have done is not ethical. We need our money back because their diagnosis is a lie and they never communicated with me. 

Pace Plumbing Company, LLC is NOT a BBB Accredited Business.

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