Complaints

• Initial Complaint

  11/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Well pump failed. Paul the Plumber was called. They could not locate the well head visually. They ordered an electric diagnosis $442. it was determined that the well pump was 5 feet underground and would require mechanical excavation to locate. $3,589. During the excavation well head was found abt. 6 inches below the surface and 15 feet away from where the diagnosis said it was. We feel the diagnoses was completely inaccurate leading to a totally unnecessary and expensive excavation. With an accurate diagnosis the well head could have been exposed at no cost. When we contacted Paul the Plumber, they showed zero concern for our complaint.

  

  Business response

  12/05/2024

  Hi *******,

  Thank you for taking the time to share your concerns. Id like to address both the situation and our efforts to resolve it.

  First, regarding our initial attempt to discuss the issue and find a resolution: when our service manager, *****, called you to explain the situation, the conversation unfortunately became one-sided. Your response, including yelling, made it impossible for ***** to address the matter or work through potential solutions with you. While we were ready to collaborate and find a way forward, the interaction left us unable to make progress.
  

  As for locating the well head, our team followed the appropriate diagnostic steps to determine the most likely location based on the tools and information available. Regardless of whether the well head was five feet underground or six inches, excavation was necessary to confirm its location and resolve the issue. We stand by the steps our technicians took to address the problem and ensure the work was completed correctly.
  Once again, we were and remain open to working with you to resolve this, but it requires constructive communication.

  Customer response

  12/06/2024

   
  Complaint: 22601153
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]First, the person who called was belligerent from the start ( of course you believe his version ) I said (not yell) that was going to hand me company   BS did not swear  he barked at loudly you found tour well didn't you? and I hung up.  I agree that excavation was necessary , not with a machine. Had the search been accurate, excavation could have done by hand.
  
  Sincerely,
  
  ******* ******

  Customer response

  12/09/2024

  Good morning PTP, while going over some of the documents concerning the " excavation"  I read ******* version of the operation and noticed an omission in his statement that might be helpful.( Arrived to dig up customers well head, raise it up to ground level and replace well pump and well cap. We met with the excavator and after confirming the location, dug up the driveway to access the well head. ( what he omits is that the well head was not at the location designated by the technical search )  He then continues but omits the fact that they at that point had only a vague idea where the well head was indicated by the water line and the electrical line. So they continued to dig moving further away from the designated site. So far in fact that the operator had to back fill his excavation so he could move forward. After digging further the operator dropped the bucket down into undisturbed earth, he dragged the bucket back and revealed a piece of black plastic and the well cover, which, was not 5 feet down, not even close, more like 8 to ten inches. and 15 feet from the designated location,  ( my wife and I witnessed this and have photos ) None of this is included in ******* statement. We have no argument with the rest of the work, but from the moment the excavation did not find the pump where the tech indicated ( a search by the way that we paid for) *** failed to deliver. Nowhere is there any indication that the tech search could be wrong, nowhere does it state PTP may have to do an excavation search. Nowhere does *** ask us for permission to continue to excavate. please let us know your thoughts. thank you the *******

  

  Business response

  12/11/2024

  Dear *******,
  
  To address your first point, the initial search serves as a preliminary effort to identify the most likely location to begin digging. While this method helps us narrow down the search area, it is not a guaranteed way to pinpoint underground structures. Regardless of the initial findings, excavation was necessary to locate the well head and complete the required work.
  As outlined in the signed estimate provided after the diagnostic visit, we quoted a full day of excavation to account for the uncertainty of locating the well head. This approach ensured we had sufficient time to complete the job properly, knowing the head's precise location could only be confirmed after digging. Attached to this message, you will find:
  The signed estimate detailing the full-day excavation plan.
  The signed invoice from the diagnostic visit.
  The signed invoice after job completion, summarizing the process undertaken.

  
  We understand your frustration regarding the diagnostic accuracy. While our plumber performed the initial search to the best of their ability given the constraints of not being able to see underground, we acknowledge that the location was not immediately accurate. To resolve this matter and demonstrate goodwill, we would like to offer a refund of the initial diagnostic fee of $442.00.
  We hope this refund serves as a positive step toward resolving your concerns. Please let us know if you are amenable to this resolution.
  Thank you for your understanding and patience.

  Customer response

  12/18/2024

   
  Complaint: 22601153
  
  I do not accept the business's response as a resolution to my complaint because: [The offer was not adequate. We are seeking legal advice. Wishing almost everyone at Paul the Plumber Happy Holidays. the Gerbers You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Sincerely,
  
  ******* ******

  

  Business response

  12/24/2024

  Hi *******,

  We're sorry that we could not come to an agreement on this. Happy holidays.

  Sincerely,

  Paul the Plumber

• Initial Complaint

  12/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I reached out to PTP to come out and assess a leak coming from my upstairs bathtub into my dining room. They were responsive and I was told that I would be charged 99.99 for the visit regardless if I had agreed to move forward with the repairs. They came out and proposed 3 different quotes. I needed time that day to review before I jumped to the options. The same day I reached out to see if we could move forward by calling the office. Pandora took down my information and said Mike would be calling me about options and that someone else would contact me about financing. We were ready to spend 8k with them. I followed up again the next day, nothing. Finally I received a call from Mike and said we are ready to move forward, started to ask about details about the new tub. I was then waiting on when this could be done. When they came the first day I was told by Mike they are only out 5-7 days which was perfect. Over a week later and I could not get someone to call me back about financing and scheduling. Several days after that Pandora called me to run through the options / quotes! By that point I had already hired a local, reliable plumber who did the work and repaired my ceiling all for less than 1500! I told Pandora that I was upset and that I wanted her supervisor to call me back. Well Suzie never called me back. I was scammed and I don't appreciate the urgency to come out and pay, then to sit and chase them down for quotes, time frames etc! I want the money back.

  

  Business response

  12/07/2022

  We gave *** the 3 options when the tech was out on the first visit.  2 repair options and 1 replacement option.  She called and said she wanted to move forward with the replacement and while we were waiting to see when we could get the tub/shower unit delivered she called our answering service and said she wanted to cancel the whole job.  Just like the other company we could have done the repair the first day we were out there but she opted to wait.  It was explained that we charge the $99.00 fee to come out so we do not feel we owe her any refund. 

  Customer response

  12/07/2022

  
  Complaint: 18485308
  
  I do not accept the business's response as a resolution to my complaint because: They gave me the three options at the time of the visit.  HOWEVER I told them I need a minute to talk it over that day with my husband.  When I went back and said ok lets do it, they would not return calls and couldn't get people to call me back right away nor did they give me the financing information at they stated someone would call separately about that.  The back and forth was well over a week.  It is not right that once they left the house they were no longer reachable with solid information.
  
  Sincerely,
  
  *** *********

  

  Business response

  12/08/2022

  I will refund her the $99.00 to stop this back and forth but I stand behind my earlier response.  We could have fixed it the day we were out there and she said she wanted to wait.  The delay was finding out when the tub/shower unit would be from the manufacturer.  

*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. ↩