Complaints

This profile includes complaints for AP Plumbing's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  AP Plumbing

  1195 Ridgeway Ave Rochester, NY 14615-3711

  
• 

  AP Plumbing

  690 State Fair Blvd Syracuse, NY 13209-1308

  

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:04/21/2025

  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.

     Failure to give upfront price for services requested

  

  Business Response

  Date: 05/02/2025

  We did in fact quote the client a cost upfront (before any work was done) once we arrived,  which is why she paid with two different methods.   We also quoted it on 4.8.25 and returned on 4.9.25 to perform the service, so she clearly knew the cost.   We understand her frustration, as we also have a multitude of notes in our system that show she had phone issues and we were not able to call her to verify her appointment.  Again, though this is frustrating, it is company policy that we don't show up unless we talk to the customer.   Also, i would like to highlight that $107 of her invoice was the service fee to come to the house, something that is confirmed with a customer at the booking of the appointment.   Please find the attached invoice that shows we had her sign to get started and signed upon completion.   Again, the claim that she didn't know pricing is not correct.   Based on her desire to or not, I can reach out to her to discuss this further.  Thank you for the opportunity to respond.

   

   

  Cy J*****

  Operations Manager

  ###-###-####

• Initial Complaint

  Date:01/18/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 were scammed by this company when first buying a house. We had a plumbing issue and they came out to do an evaluation and they suggested we get this pump installed so we did not know much so we trusted their advice to get this pump and that it would help. We have had nothing but problems with this pump ever since it was installed. We then had someone come over because we were having a sewer smell and the guy stating who installed the pump never ventilated it so there was sewer getting exposed to us in our house. They then decided to take the pump out and install it through the piping in the house which they could have done in the first place. They initially charged us for the more expensive option and ripped us off and took the pump out and barely gave us a refund for it. We feel as new owners we were taken advantage of by them and they did not do anything satisfactory to make it right. We payed over $5,000 for the job and a $1,100 cleaning the pump fee to only getting it taken out. They should have just hooked it up through the pipping originally but instead chose the other option which cost us nothing but extra money and problems. We only revived $1,300 back but feel we deserve a full refund. We lived with a sewer smell for 9 months which could have caused us to get sick and lead to sleep throughout the whole house for a long time. We feel we were taken advantage of and deserve more.

  

  Business Response

  Date: 02/13/2025

  At this time we’ve reached out to the customer and discussed
  the work that was performed and came to an agreement on an additional refund
  amount.  That was provided to the customer via check reimbursement.  Thank you 

  Customer Answer

  Date: 02/13/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  ********
  
  ******** *******

• Initial Complaint

  Date:12/05/2024

  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.

  My house flooded with sewage right after I bought it and I called AP to see what was happening in an emergency. The sales rep lied, said it was my 112 year old cast iron pipe causing the basement to flood with sewage. It wasn’t. There is no possible way it was, and if there was, I have picture evidence that it was not failing. I asked AP to refund me when I found out that all of the work done was unnecessary and then code enforcement came out and told me the work they did was not up to code and unsafe. I just want my money back and my home fixed and they are refusing claiming some highschool drama between them and some ex employee of the company who fixed my house. Are we teenagers??? How is that any of my business???

  

  Business Response

  Date: 12/12/2024

  
  To Whom it May
  Concern:
  
  I am legal counsel for AP Plumbing and am in receipt of your
  recent correspondence, dated January 8, 2024 in regard to the above-referenced
  claim/claimant. Please accept this letter on behalf of AP Plumbing as its third
  formal response to Complaint ID No. ******** (“Claimant’s”) recently filed
  complaint.
  
  As set forth in the prior response submitted on behalf of AP
  Plumbing, Exhibit “A” attached thereto clearly states that AP Plumbing is not
  responsible for any “drywall, tile, pant (sic), ect ect (sic).”  The claimant reviewed, understood and
  executed the work order agreeing to the terms and conditions set forth therein.
  The photograph that the claimant attached to the most recent correspondence,
  depicts the area where AP Plumbing had to cut into the wall in the Claimant’s
  home to gain access to the pipe that needed to be replaced. AP Plumbing then
  utilized the same access point to perform the replacement of the water lines (rather
  than removing additional drywall and creating a second access point). As set forth
  in Exhibit “A” attached to AP Plumbing’s December 12, 2024 letter, AP Plumbing
  is NOT responsible for any drywall work necessary to close up the wall
  where it performed its plumbing work in the Claimant’s home. Rather, the
  Claimant is responsible for the additional repair work (as set forth in Exhibit
  “A”).
  
  Claimant’s allegations against AP Plumbing are riddled with
  hearsay with no evidence of any code violation(s) or otherwise. Initially the
  Claimant alleged that AP Plumbing did not obtain the necessary permits (without
  submitting any supporting documentation). After AP Plumbing refuted those
  allegations, the Claimant is now alleging there were certain code violations,
  however AP Plumbing was never advised or issued any such violations by the City
  of Rochester and the Claimant has not provided any evidence of this.
  AP Plumbing was hired to perform a job at the Claimant’s
  residence and did so professionally and as required by law. The fact the
  Claimant had to pay additional sums to close up the wall in the home or repair
  any tile in the bathroom was known to the Claimant at the time she executed the
  Work Order. While it appears that the Claimant is upset with spending money
  from her “wedding fund” for the work AP Plumbing performed and other repair work
  that involved the drywall, tile, etc., this should not have come as a surprise
  to the Claimant, who executed and acknowledged that AP Plumbing was not
  responsible for that type of repair work. The work to be performed at the
  Claimant’s home was discussed with the Claimant, written out clearly in a
  contractual document, and reviewed and agreed upon by the Claimant as evidenced
  by her signature. No homeowner likes unexpected home repair expenses that
  require the use of saved funds, but they are unfortunately a reality.
  As set forth in our prior correspondence, shortly before the
  expiration of the one-year warranty period, the Claimant contacted AP
  Plumbing’s Customer Service Representative team asking for someone to come out
  to the Property. AP Plumbing informed  Claimant that she would be charged a standard dispatch fee given that
  the expiration date of the warranty needed to first be confirmed and if the
  warranty were in fact valid, the Claimant would be refunded the dispatch fee. The
  Claimant did not want to proceed and declined to have AP Plumbing return to her
  home. Claimant has since admitted to recently having five different plumbers visit
  her home, so at this time, there are no actions that AP Plumbing can take to
  resolve the concerns of the Claimant.
  
  Very truly yours,
  
  ******* ***** * ********** ***
  
  /s/Jodie L. R***
  
  Jodie L. R***, Esq.
  
  JLR/tj

  Customer Answer

  Date: 01/08/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  I do apologize for how scattered and whatnot I have been trying to piece everything together to respond to this as this has been an incredibly difficult time. I have already detailed my timeline so I have finally been able to get most of what is needed to prove everything together, though with how unwilling AP plumbing has been to cooperate I am not providing every single thing just yet. I will provide a before picture, current pictures, the invoice for the repairs, the proof that what was said was done on the invoice was not done, and a recorded phone call with AP plumbing where the general manager tells me he understands why I am upset. This is all I wanted to begin with along with the cost of the repairs because I shouldn’t have to pay out of pocket to fix this myself. My only point ever, is that I will not give up and I will take this to court and that will cost all of us more money and stress for the same outcome. I’m confident in that. I should not have to pay out of pocket to fix the plumbing that AP did to begin with, and I need a refund. This never needed to happen. They claim there were tree roots but the newest camera scan shows no evidence of severe tree roots. They can claim I asked for things but that’s not how it happened. Why would I want to spend money I don’t have when I just spent everything I had buying my first home and I’m getting married?why would I drain my wedding fund on plumbing???? I make 40k a year. I can’t afford a quarter of my income gone. I’ve included a screen shot from a video I posted on February 9th 2024, showing the image of the plumbing is the same as it was. As you can see in this image. The joint at the toilet is a non-mechanical joint. Per city of Rochester code, that must be a mechanical joint. Use of hydro-cement is not allowed.(nor was it solid, they couldn’t get behind the pipe so it was only hydro-cemented on one side) you can clearly see the toilet and sink did not get swapped- as per the invoice. As far as the pipes again, Ricky is the one who pressured me to update the pipes, I never would have if he hadn’t told me I needed to.I DID call AP first, I did ask them to come look, they refused to come without me paying them.I never in my life thought I could experience such cruelty in letting us drain our weddings savings to fix our home from something their own employees did. I am not after money or I would have taken the initial refund. I just want my home safe and to have them do the right thing and pay for the repairs and refund our money.  Instead I spent the holidays in and out of the hospital, unable to provide anything to my family this year because of this.[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  ******** ******

  

  Business Response

  Date: 01/14/2025

  
  To Whom it May Concern:
  I am legal counsel for AP Plumbing and am in receipt of your recent correspondence, dated December 7, 2024 in regard to the above-referenced claim/claimant. Please accept this letter on behalf of AP Plumbing as its formal response to Complaint ID No. ******** (“Claimant’s”) recently filed complaint.
  On October 18, 2023, the Claimant purchased a single-family residence (built in 1912) located at 368 Carter Street, Rochester, NY 14621 (the “Property”). Approximately two weeks after purchasing the Property, the Claimant contacted AP Plumbing requesting assistance due to an issue she was having with the Property flooding with sewage. On November 5 2023, AP Plumbing visited the Property, conducted an inspection of the Property and provided the Claimant with an estimate for work to be done to address the issue the Claimant was having.
  As set forth in Exhibit “A,” AP Plumbing prepared a detailed work order for the work to be performed at the Property, which included cabling through the house trap with a mainline machine in order to remove large tree root intrusions. AP Plumbing would then use a camera to view the house trap and confirm that the line was in good condition and that there were no obvious root intrusions in the sewer. The job estimate also included the removal and replacement of an existing cast iron drainpipe that ran from the second floor bathroom to the basement of the Property. The scope of work was approved by the Claimant and AP performed the above work on November 6, 2023. In connection with the work done by AP Plumbing, it was made clear to the Claimant that AP Plumbing had to temporarily move the toilet and sink in the second floor bathroom in order to remove the old pipe and install a new one. Once the work was done, AP Plumbing would return the sink and toilet to their original locations in the bathroom. However, as
  December 12, 2024
  
  noted in the work order prepared by AP Plumbing, it clearly states that AP Plumbing is NOT responsible for any drywall, tile or painting that may be required following the completion of the plumbing work. As acknowledged by the Claimant in her complaint, the cast iron pipe was incredibly old and in need of replacement, as was determined and confirmed by AP Plumbing.
  On November 13, 2023, the Claimant requested AP Plumbing to perform additional work at the Property, which included the replacement of old copper water lines with new PEX (cross-linked polyethylene) pipe, with shut offs for the second floor bathroom. PEX is a flexible plastic material that is a popular choice for plumbing systems because it is affordable, flexible, and resistant to corrosion and is often used in place of copper or galvanized steel water supply lines. AP Plumbing informed Claimant that it would utilize the access area in the Claimant’s kitchen that it had already created and used in order to remove and replace the old, galvanized drainpipe in order to complete the additional work. The additional work was completed by AP Plumbing on November 15, 2023 and it was tested and came with a one-year warranty. The Claimant was made aware of the additional cost of $1,111.00 associated with the replacement of the old water lines (as it was not part of the original quote/work order) and paid AP Plumbing in full for the additional work.
  Further, there is no evidence that AP Plumbing failed to obtain any required or necessary permits from the City of Rochester or the County of Monroe for the work performed at the Property. The work performed by AP Plumbing involved the removal of old materials with the replacement of new materials, for which a permit was not required. The Claimant argues in her complaint that there “is no possible way” the old cast iron pipe was the cause of the flooding but submits no evidence or proof in support of this allegation. The Claimant is certainly not a plumber or engineer and is simply offering her own opinion, which is self-serving, baseless and mere conjecture.
  The fact that the Claimant requested AP Plumbing to perform additional work at the Property AFTER it had removed tree roots from the sewer line and removed and replaced the old, cast iron pipe that ran from the basement to the second floor bathroom is telling. If the Claimant were completely dissatisfied and unhappy with the work performed by AP Plumbing on November 6, 2023, then why would she have requested them to perform additional work at the Property?1 Further, AP Plumbing was paid in full for the work performed at the Property. If in fact the Claimant was not happy with the work done by AP Plumbing it seems only obvious that she would not have requested additional work to be performed and/or would have withheld payment for such work. Rather, AP Plumbing was paid in full for the work they performed at the Property.
  1 The additional work performed by AP Plumbing at the Property was done on November 14 and 15, 2023, eight-days after it had completed the initial quoted work at the Property.
  December 12, 2024
  
  Shortly before the expiration of the one-year warranty period, the Claimant contacted AP Plumbing’s Customer Service Representative team asking for someone to come out to the Property. AP Plumbing informed Claimant that she would be charged a standard dispatch fee given that the expiration date of the warranty needed to first be confirmed and if the warranty was in fact valid, the Claimant would be refunded the dispatch fee. The Claimant declined to have AP Plumbing return to the Property and apparently engaged another plumbing company.
  Fast forward to the present date, which is over a year later, and the Claimant has now filed a complaint with your office. The filing of this complaint occurred only after I spoke to legal counsel that the Claimant had recently retained. My discussion with Claimant’s attorney took place on December 5, 2024 at 2:00 p.m. I discussed the facts of the case with her attorney and the fact that AP Plumbing would NOT be making any offers of settlement at this time. Shortly thereafter the Claimant contacted me personally via e-mail (on December 5, 2024 at 2:51 p.m.) to inform me that she would be retaining a local attorney (as the attorney I spoke with was not local and was not formally retained) and stating that I can deal with her directly until she retains new legal counsel.
  Given that over a year has passed since AP Plumbing performed work at the Property and the fact that Claimant admits that she has engaged other vendors/plumbers to perform work at the Property there is no way to determine if the alleged “damage” the Claimant is referring to was caused by any of the other vendors/plumbers that subsequently performed work at the Property.
  The Claimant advised that she would see my client in Court and would be seeking much more than she “initially asked for.” The Claimant has also resorted to multiple bashings of my client on all sorts of social media outlets, including ********, *********, and *** ***. The allegations being made by the Claimant are baseless, unfounded, and are being done solely as a means of harassment and intimidation.
  Very truly yours,
  ******* ***** * ********** ***
  Jodie L. R***
  Jodie L. R**** Esq.
  JLR/tj
  Enclosure
  EXHIBIT A
  
  
  

• Initial Complaint

  Date:02/11/2024

  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.

  Date of transaction: 1/11/2024
  
  Amount paid: $603.31
  
  What business committed : to give quote of the cost of work before it was done
  
  Nature of dispute: My mom called to have drain unclogged , worker came out and spent less than 15 minutes to snake washer drain and said it was lint . Worker was supposed to give a quote before any work was done and did not provide any amount until after it was completed . Had my mom known the exorbitant amount that was being charged , she would of never accepted .
  
  Whether business tried to resolve problem : I did call on 2/8/2024 and 2/9/2024 and spoke with Service Manager Jason. I went over what happened , advised the charge given was extreme. I asked for a list of pricing and could not give me that , He also advised that they time stamp when my mom agreed to the service and then when she paid , I called the next day and he could not provide that information. We went back and forth about what happened and then he offered to give my mom $100. I said she should at least get half of her money back. More conversation went back and forth and he was not willing to give what I thought was fair .
  
  Desired settlement : $249.51

  

  Business Response

  Date: 03/06/2024

  We have been in communication with customer regarding this and a mutual agreed upon settlement has been reached.  Thank You