Plumbing Masters

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,[redacted]

Revdex.com Complaint#  [redacted]

On December 18, 2013 Plumbing Masters received a call from Mr. [redacted] that he had a leak in the kitchen under the tile and wanted us to detect the leak.

Our charge for this service is $315, we waive this fee if the work is done.

The...

technicians discovered a leak under the slab and recommended are-rout of pipe to fix the problem (see invoice# [redacted] attached).

The technicians explain to the customer that most insurance companies will pay for access and repair of the access and any damages, however they do not pay to fix the leak.

See attached fax dated 12/21/13 with breakdown to insurance company with total of $2687.00.

Plumbing Masters was forthcoming with Mr. [redacted] and promptly assisted him with his claim to the insurance company.

Plumbing masters as a courtesy deals with insurance companies. Plumbing masters uses language that the insurance adjuster understands to make the claim smooth and delivers prompt payment to the customer.

In conclusion plumbing masters repaired the problem and promptly assisted the customer in settling the claim with the insurance company.

We STRONGLY RECOMMEND Plumbing Masters of Peoria, Arizona!

In May, 2015, we bought a condo in Sun City, Arizona. When we moved in December, 2015, we experienced problems with the hot water heater. Our home warranty company sent a totally incompetent plumbing company to fix the water heater. After three weeks of frustration and cold water we needed a different company. In our HOA booklet, we found PLUMBING MASTERS who had an A+ Revdex.com rating. We called them in the morning and that very afternoon we had a new water heater. Mark B, our plumber, was excellent! After three weeks we finally had hot water!

In January, 2016, our kitchen sink was severely clogged. Again we called Plumbing Masters. Tests diagnosed a collapsed pipe. The test also showed that the rest of the system was at the end of its service life. Rather than patch, patch, patch, we decided to replace the entire underground pipe system.

Plumbing Masters sent an outstanding crew to do the work! Brad our plumbing specialist and his team--Wilman, Jeremy, and Charlie--installed the new system. Brad and his crew were polite, efficient, and very competent. Brad worked right along side his men. There was no leaning on shovels, no extended breaks, and no wasting time. They were there to work and work they did! They were "truly master plumbers"!

Brian M*, the company owner, Richard, the operations manager, Mary, the accountant, and the entire staff provided exemplary service. It's obvious they practice and believe in "customer satisfaction"! Plumbing Masters is truly an A+ company!

Made an appointment and waited all day for the service tech only to receive a call from Ana at 4:45pm telling they couldn't make it until 2 days later because they overbooked.

Extremely poor run business that doesn't know how to schedule. Lost a whole day off work sitting at home waiting for this company.

Never again. No consideration for what customers had to do to arrange their day. Don't risk the same experience!

Jim, Jesse, and Robert came over to fix the plumbing problem I was having and did a great job. I would recommend them anytime.

We have processed the refund as of 4/10/15, we apologize for the not getting the payment to you in a speedy fashion. Rest assure that it is now issued. Please let us know if there are any other issues. Thank you - Brian M[redacted]

[redacted],
I would like to apologize for the way we left you feeling. We seem to have failed to diagnose your problem correctly and this gives us a huge...

opportunity to train our team. Sometimes we make mistakes and as management we train and get our whole team to step up another level. We would like to make this right and install a whole brand new water heater at no cost to you, completely 100% on Plumbing Masters. We appreciate the work that you have given us in the past ad that you chose to have Plumbing Masters do your plumbing work. We value you as clients and want to make this right.  We spoke together today and went over the issues and some ongoing issues, we will make all of these issues go away with a completely brand new water heater. When we spoke and set up the appointment to install the new water heater I mentioned I was going to respond to this complaint and write a response about what we are going to do for you. You agreed that this was fair and the right thing to do for you. Thank you for being patient and Plumbing Masters Management hopes that this will instill that we will always do what’s right!
 
Sincerely,
Brian M[redacted]
General Manager

I was in need of a plumber to replace a kitchen faucet and I called Plumbing Masters and they were able to dispatch someone quickly. They called about 30 minutes before the plumber was scheduled to arrive and sent me an email of the person who would be coming to the house with his picture. Robin was very professional, personal and efficient. He had to go get a faucet for me because the existing one could not be repaired. He chose one that fit in nicely with my kitchen. I'm very please so far with my experience with Plumbing Masters.

First off, let me say that I could not have been happier with the work Plumbing Masters did. I would recommend this company to anyone looking to have any work done!!!
Here's the details:
I called 4 plumbing companies trying to get someone out here on a Saturday and Plumbing Master's was the only one that could actually guarantee they would make it out and gave me a time frame when they would be here. We had a clog in the main line and while I thought it was going to be just a quick fix by snaking the line, we quickly realized it was a much bigger problem. They located the issue and had to dig down to the pipe. Unfortunately it was completely unsalvageable. They sent a camera down all the lines and they were all in horrible shape. Ultimately we had to replace all the sewer lines in the house and we went ahead and replaced the line running out to the sewer in the backyard as well. This was a HUGE job. I had company coming in town in less than a week and worried they would never get done in time. Luckily Plumbing Masters is one of the few companies in town that have the ability to use a huge machine to pull a flexible pipe in place of the existing line. This allows them to replace the sewer line without having to trench the entire house, minimizing the damage and repair needed inside. They basically dig a large hole outside the house and a hole in the bathroom or wherever the line terminates and they use a hydraulic pump to pull the new lines through the house. It is more expensive then trenching the entire line but works as a trade off because it requires less repair of tile and other finishes and takes a lot less time then saw cutting, trenching, removing and replacing the entire length of the line. The crew (Lester & Franklin) did an amazing job. They were kind, courteous, very clean, thorough, and even helped me with my 1 year old who was constantly trying to see what they were doing. Plus, they showed me all the issues so I could see the condition and they took pictures along the way to help with dealing with insurance. Roger (supervisor) did a fantastic job at explaining everything they were going to do, how it would work, and promised they would be done before my guests got here. He checked in regularly and was always available if I had any questions. Plus he made sure we always had a working bathroom so we didn't have to make other arrangements. They made sure everything was plumbed properly and done to code. When they came across some additional issues with a leaking sink line and a hole in the sewer vent line, they repaired both issues without coming to me for additional money. As a single mother, I felt extremely safe with them in my home and really appreciate the work they did.
They probably aren't the cheapest company in town but it was worth the added security of knowing they were going to do it right and not come to me with change orders every time they ran into a little issue. Plus, even with the extra issues they ran into, they managed to finish on time! I don't think any other company would've worked so hard to make sure the work got done on my timeline. They also warranty their work for 10 years and worked with my insurance to provide a breakdown of the costs so I could try to recoup at least some of the money I was out.

I can't say enough of how pleased I am with William at Plumbing Masters! They responded to my call within 24 hours for a leak that I noticed in my ceiling! I thought I was doomed with a lot of work to be done but the not the case. The builders were in a rush and didn't install the pipe correctly. William was fast, knowledgable and friendly even after my billion questions!!

I had Plumbing Masters come to my house install a faucet in my sink and an outside faucet... It was completed by Joe and he did a great job. First of all he came on time, was knowledgeable, shared ideas with me and completed my job beautifully. My faucet was not easy to put in but he did it without any problems... probably should have purchased a better faucet. Thanks Joe for a job well done. Jan S

Johnny did an awesome job! The entire experience from the time we called until the new water heater was put in was great. It was all done in the same day and there was no pressure. We would definitely recommend Plumbing Masters.

[redacted] was excellent and smelled great! He made sure our family was well taken of.
We can always count on plumbingmasters to get the job done fast!

Plumbing Masters has proven to be a very reliable company.I have used them previously and most recently [redacted]. serviced the issue. Very professional, fairly priced.

Review: On 3/22/2016, I called Plumbing Masters because I saw their commercial for $93.00 to unplug your drain or it's free. I mentioned the commercial at the time I called and said I need service to unplug my kitchen sink. The following day they sent (2) plumbers out (they first went to the wrong city - Scottsdale instead of Glendale) They arrived about 11:15am on 03/23/16. I spoke to them on the phone since I had to work and my 18 yr old was at the house. I explained everything in detail. One of the plumbers went outside my sliding door and opened the "clean out" to snake the drain. Minutes later he told my daughter it was done and left by 11:30. I returned home a couple hours later and turned on the water and turned the garbage disposal on to see.... the water started backing up in the sink. ( reason why I called) I called Plumbing Masters and told them it was not fixed. While on the phone with the manager I read the receipt and saw "clean out", so I went outside only to see that they pulled stucco off my wall around the "clean out" and just left it and did not tell me or my kid that there was damage. They charged me $269.00 for damaging my and my stink was exactly the way it was when I left that morning. Not sure what I paid for since it was not fixed. They sent another plumber out who also snaked the line. When he was done he stated that's the best I can do. It was not fixed....it is still plugged. I believe they need to refund my money because I did not get the service that was promised to me when they took my money. I have a video that I took showing that it is still backing up. The last plumber was nice and apologized for the first techs that came out. When I called back to Plumbing Master the manager gave me his cell number and I sent him the pic of the stucco. The last guy wanted to sweep up the mess but I told him I would since he did not cause the damage.Desired Settlement: I called to have an issue resolved and since they could not do that, they should refund my money since I have contacted another plumber to unplug the sink. I have a photo and video of evidence.

Business

Response:

We have absolutely no problem giving you every penny back if we did not do what we said we would. Plumbing Masters is all about satisfaction, if your not happy you dont pay!!! I wish you would have called our office and asked before going to the Revdex.com to complain. We will be more than glad to speak with you about these concerns and refund your money back. Please call Richard [redacted]

Consumer

Response:

I spoke to the Manager on April 1st. He stated I would receive a refund. It is now April 11th and still NO REFUND. This is not how you do business. I am requesting that I receive a refund ASAP from Plumbing Masters for work that was not completed.

Business

Response:

We have processed the refund as of 4/10/15, we apologize for the not getting the payment to you in a speedy fashion. Rest assure that it is now issued. Please let us know if there are any other issues. Thank you - Brian M[redacted]

Hi, I am [redacted] from Mesa, AZ. We have been working with Plumbing Masters for many years. Today, we had Robin come to check things over. He was very informative, polite and did excellent work. We feel very confident with this company.

Fast same day service. Technician Robin was nice and diagnosed the problem immediately.

Courteous, professional and friendly. Skilled andfixed it fast, very appreciative.

I needed help right away...Plumbing Masters was there right away. They respected my home, covering their shoes. They were honest in telling me what the problem was and what I needed to do to resolve the issue

I had my tub drain replaced by Plumbing Masters. It took 4 hours to do so since the old drain pipe broke when trying to place a new drain to the pipe, The tech then advised me that he had to go through the wall to get to the drain pipe to replace. It was a timely job but mission was accomplished. I've used Plumbing Masters in the past. They are expensive and so is everybody. Sometimes you have to pay a little more for good results. I now have to repair my dry wall because Plumbing Masters said they don't do wall repairs. I asked for a Military Discount and got 5% off. Robin was my service Expert with 28 years in the plumbing business.