Complaints

• Initial Complaint

  03/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid an initial deposit for a landscaping drainage repair issue but our HOA rejected the solution offered by Prime Plumbing of installing a tube by drilling through a HOA owned retaining wall. Prime Plumbing did re-evaluate the issue but the alternative solution was to install an electrical water pump out at the wall for nearly double the original cost and with the need to run and install electrical wiring/outlet out by another contractor at our additional cost. We decided not to proceed and requested our deposit to be returned as we would consider other methods to correct the water drainage issue. After sending an email, and repeated phone calls all week we were told the Office Manager would call us right back which never happened. Prime Plumbing can make this easy and refund us our deposit immediately or our transaction dispute with our bank will obtain our deposit back.

  

  Business response

  03/05/2024

  To Whom it may concern I have spoken with ******************** and the situation has been resolved he will be getting a full refund thank you *****************

  

  Business response

  03/06/2024

  To Whom it may concern I have spoken with ******************** and the situation has been resolved he will be getting a full refund thank you *****************

• Initial Complaint

  08/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had an appt from 12p-5p and the plumber showed up at 4:30pm diagnosed my problem and had to dispatch a truck because of a full septic tank. He calls dispatch at 5:04pm and proceeds to charge me an after hours fee of $120. He tells me he feels bad because the company is making him charge me that unfairly and waives his fee of about $90. I feel I shouldn't have to pay that fee at all so I call Joe the Operations manager and he denies my request. I'm only looking for the difference between the $120 and the $90=$30.

  

  Business response

  09/25/2023

  Per our phone call conversation we both agreed once you removed your bad review of Prime Plumbing about this issue we would send you the $30.00 refund. The check has been sitting on our accounting desk for sometime now. We will be more than happy to put it in the mail once the review is removed per our agreement. Please reach out to our office at 352-357-3700 if you have any questions. As a side note we have tried to reach out to you a few times and left voicemails and have not received a phone call back. Home to hear from you. Thank you Prime Plumbing. 

• Initial Complaint

  04/24/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Prime Plumbing came to our home March 31, to repair an outside leak from a hose bib. The man and his helper walked to the back of the house to look at the hose bib. I then asked what he was going to do and how much it would cost. He replied, "well if I have to bust up concrete it will cost a lot more". Based on his comment and attitude, I told him we did not want him to do that, and if he could fix it fine, if not, we'd just let it leak. It had been leaking outside for a couple weeks at least. I then went back inside. Almost immediately after this exchange he came to the door, told us he had fixed the leak. I asked him how. He replied, "I tightened the crap out of it with a pipe wrench". He then left after we paid him. Immediately after he left we saw a lot of water on the patio, two feet from the hose bib he tightened. We wondered why it was suddenly there but did not put it together. The next morning, April 1, still lots of water on the patio. After lunch we noticed our wood floors coming up. We felt it and it was wet. We then figured out what had happened. I called Prime's emergency number and was told there was nothing they could do. I called again later, still no help. We were able to get a contractor to come help us that afternoon (April 1) and he knew what to do to break into the wall directly below the hose bib. Immediately water came pouring out of the wall. He shut off the water and capped the pipe leading to the hose bib, and the leak stopped, and the water on the patio dried quickly. It was a steady stream into the wall until *** ************ capped it. I called again on Monday 4/3, asking for the owner. They said they'd tell him I called. Again, no response. I have never been treated so badly by any vendor in my lifetime. Had we not been able to get the leak stopped the next day I believe the floors in the entire home would have been lost. The damage to the 3 rooms affected is now over $20,000. No plumber could be worse IMHO.

  

  Business response

  06/28/2023

  Sir, im very sorry that now after your insurance company that you tried to file a claim with to come after us for the damages that supposedly Prime Plumbing caused denied you and cleared Prime Plumbing of any wrongdoing at all that you feel the need to go to every social media platform and try to bash Prime Plumbing on something that we did not do. This is getting out of control. If you feel the need to write something you should write the truth; how you tried to scam your insurance company to get a new floor that was damaged for a long time and tried to blame it on a plumber. That's what you should be writing. Have a good day sir. If you would like to talk more about it please call our office ************

• Initial Complaint

  03/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My husband found that our floor was wet. We gave Prime Plumbing (referred to as PP) a call and they came out Feb. 8th. The technician used a stethoscope type device to listen for a water leak and assessed the water meter outside. A hole was dug in the floor and the conclusion was reached to repipe the house. We thought it was a little extreme, but who are we to question the trusted plumbers that we called out. While in our home, PP dispatched a third party (without our permission) to come dry our home. Nicole with ********** (referred to as **) comes into our home and says she’ll be handling the insurance claim for PP and **. Feb. 9th, the house gets repiped. The repiping crew broke the glass light fixture in the kitchen and left a huge chunk of glass on the floor. ** comes by to place fans to dry the floor, walls, and cabinets. Over the next few weeks we go back and forth with Nicole and USAA. In the meantime ** is coming by every day to see how the drying of our home is progressing. Nicole finally sends all of the proper documentation in and we find out that the repiping will not be covered but the ** expenses will. And ** took their fans out because our home was not drying. March 8, I run the dishwasher in the daytime (I ALWAYS run it at night) and see water puddling in the same spot where the hole was dug. We get PP back out on March 9th. PP says that even though the leak is in the same spot, it is a new leak. This time the dishwasher is assessed and is determined to be the culprit of the leak. The technician angrily left. After several failed attempts to contact PP on March 21st I went to the office and spoke with a disgruntled manager who disclosed to me that he knew insurance would not cover the repiping. It cost $9,193 to repipe the house. Why would that bit of information not be disclosed to the customer? Per the PP manager “We didn’t have to tell you, we are not insurance people.” PP repiped a whole house that only needed a dishwasher pump to be replaced.

  

  Business response

  03/22/2023

  We sent our highly trained Service Tech to your home to diagnose water on the floor he used all the proper equipment as you stated, determined via a pressure drop test that there was a leak under slab. We gave YOU 3 Different options You decided to have Your home repiped. The options were 1. electronic leak detection only  so we could pinpoint the exact location of the leak. 2. leak detection with slab leak repair. 3 whole home repipe You chose to go with the repipe. WE never ever call a third party to come to your home without our clients Permission that is a complete and false statement. with that being said after YOU accepted to have the restoration company come to YOUR home Prime Plumbing can not speak nor respond to your interactions with them because we are not affiliated with them at all. We highly recommend Nicole and her After Shock team. Its a amazing a month after the Repipe was completed you bring up a lite was broken why not bring it up right then and there to the repipe formen or call the office and let us know? So i have to tend to believe no light was broken by our team. Also amazing a month after the repipe you have an appliance failure and you want to say that this was the cause of the original leak. We sent our highly trained service tech back out and he did find that your dishwasher pump at this time has failed he never left angry he actually left you an estimate to replace it when you bought a new one like you said you would in two weeks. Why would he be angry about that? Please go back and carefully read your invoices and all the notes and documentation of your job and educate yourself with all the findings and in depth notes we left about your home and the issues you are having and had. And you are correct our operations manager did say "we don't have to tell you insurance information or advice because we are not insurance advisors, adjustors or an insurance company we are PLUMBERS. If you had questions about your insurance covering you should have done your due diligence and picked up your phone and called your insurance provider and got there advice and guidance before you proceeded with any work. 

   

  Customer response

  03/23/2023

  
  Complaint: ********
  
  I am rejecting this response because:
    If you refer to page 2 of the attached invoice, there was no other options except for repiping. The “highly trained service tech”  said “Upon opening the slab, we discovered that the block stem wall was actually poured full with concrete rendering the pipes in accessible” The only option we were told would fix the leak was to repipe. Truly our dishwasher was the cause of the leak. Hence why our floor, walls, and cabinets would never dry. The leak was not repaired. Repiping my home did not fix the leak that Prime Plumbing was called out about. 
  Sincerely,
  
  ****** ******

  

  Business response

  03/23/2023

  Please see attached to show you that you did receive the estimates and that you did open them via your email note the date and time stamp that you opened them you chose to repipe your home. due to a slab leak. no one forced you to sign and accept we gave you the options and you choice to repipe the home due to an active slab leak from the results of the pressure drop test 

• Initial Complaint

  08/28/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 6/26/2022, I was provided an estimate *********** and was advised to pay a down payment. The estimate did not include a notice or disclaimer about any re-stocking fees that I would be responsible to pay, if I cancelled the job. I was never provided with an actual contract nor was asked to execute a Notice of Commencement. I was never provided any disclaimers requesting my acknowledgement of penalties associated with cancelling. On 6/30/2022, following painful conversations with the team including an assertion that I owed a permit fee (for a permit that was never pulled), I cancelled. I was refunded a partial amount of my down payment and charged a re-stocking fee. Interestingly, following my cancellation, I received my FIRST notice of a re-stocking fee penalty on invoice ********** I was not properly notified in advance of a re-stocking penalty, and therefore should be refunded the amount withheld by this company.

  

  Business response

  11/17/2022

  Business Response /* (1000, 12, 2022/10/10) */ Contact Name and Title: Operation/Dispatch Mg. Contact Phone: (352)357-3700 Contact Email: ************************* Hello ******* Unfortunately, I believe you have the wrong company. We do not service the Tampa area and we can not find you in our system. I'm sorry you had a bad experience with another Plumbing company, But at this time, I can not help you. Sorry for any inconvenience you are experiencing and wish we could help you, but unfortunately you are out of our service area. Feel free to contact me if you need additional information or have any further concerns. Thank You, Joe K**** Business Response /* (4000, 19, 2022/10/12) */ We extremely apologize for the miss communication earlier today. After further review of this complaint, and finding that we had in fact collected money, The company decided to refund Ms. ****** ****** in full. Sorry for any confusion this may have caused and I hope this will satisfy any and all concerns on this matter. Thanks, Joe K**** Consumer Response /* (2000, 21, 2022/10/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) Given the confusion over my address, I would kindly request that the company confirm the amount of the check forthcoming and address they will be mailing to. I do not want this information to be part of the public record. Cam you help me with this? Consumer Response /* (3000, 26, 2022/10/24) */ Please reopen this complaint. We resolved this on 10/13/2022 with the vendor agreeing to refund the amount that was wrongfully withheld. However, it is now 12 days later, and I have not received the promised reimbursement. Can you please get a status on this matter? Thank you Business Response /* (4000, 28, 2022/10/27) */ To whom it may concern; The refund check for case #********* was sent out on 10/25/22 so it should be received no later than next week sorry for any delay in this matter Thanks Joe K**** Consumer Response /* (2000, 31, 2022/10/28) */ Refund check was received 10/28/22. Thank you.

*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. ↩