ComplaintsforRC Pros Plumbing

• Initial Complaint

  09/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 9/8/24, I called RC Pro Plumbing (************************************) for a leak at the base of a toilet. The tech told me that the toilet had to be reset and the main line had a blockage. I also asked the tech to replace the sink aerator in my other bathroom. He did not have the part, but stated he would remove the part, and I could replace later. When the RC Pro Plumber removed the sink aerator, he left the faucet in the on position (the water was turned off). When he turned the water on, water started running onto the cabinet (not into the sink). Before I noticed, water was all over the floor and had filled up the cabinet drawers (6) and shelves (3). I had to clean up the mess. RC Pro Plumbing did not accept responsibility for the mistake or even offer an apology. After the tech stated he had completed the work, I paid with the only method of payment offered, a Check for $1,047. On 9/12/24, I discovered the plumber had not secured the toilet to the floor properly. One of the bolts was laying over and was not secured to the floor. I called RC Pro Plumbing and scheduled an appointment for 12 pm4 pm on 9/16/24 to complete the ******* 9:30 am on 9/16, I received a text message that stated a tech was on his way. I called to let them know I could not meet them until the 12 pm appointment time. At 6 pm, 2 hours after the appointment time, 2 techs arrived. They were not professional, and one tech displayed his underwear. They removed my toilet and stated the ****** had to be replaced and someone from RC Pro Plumbing would return tomorrow. It is now 2 pm on 9/17/24, and RC Pro Plumbers has not called me to set up an appointment to complete the work. I have called 3 times and still no one has addressed the incomplete job. I have learned something new after 65 years: when you pay a contractor with a Check, you have no way to get an unethical contractor to complete an unfinished job.

  Business response

  09/18/2024

  Hello ******,
  After you brought this to our attention, we quickly put it on the schedule at a time that was best for your schedule. We attempted to arrive earlier, in hopes of not delaying resolving this matter. When we heard that you would not be available for the earlier time slot, the scheduler put it on for a 12-4 timeframe, unfortunately the job prior to yours took a bit longer than expected and delayed their arrival. When the technicians did arrive on site, the noticed the reason there was an issue with the toilet, was due to your the pipe under your toilet being broken. Our technicians brought that to the attention of the office, after looking over the job we noticed that this was not a part of the initial scope of work but wanted to do right by you and take care of the issue at no additional charge. After we spoke yesterday on 9/18/2024, it was mutually agreed that we would come out to your location today 9/18/2024 to replace the pipe under the toilet.

  Customer response

  09/23/2024

  I am rejecting this response because:   
  The company has not provided any evidence of clearing the main line or that my toilet is now repaired properly.  The Fact that 3 of their plumbers would leave my toilet damaged doesn't make me trust that this last toilet repair has been done properly.  I do not have any confidence in the toilet repair. 
  

  The Fact that a plumber would reinstall a toilet, collect payment, and indicate the work was completed when the ****** was broken gives me NO TRUST in RC Pro Plumbing.  This false statement of work (lie) makes me question whether any work has been completed in my main line or toilet. 
  

  To resolve I have requested pictures of the work done and a large discount on my bill due to the following:
  - Employee caused a flood in my other bathroom
  - Employee lied about work completed
  - Companys failure to acknowledge they had left my toilet damaged until I filed a complaint with the BBB.

  - 5 plumbers coming in and out of my house

  - 3 appointments 2 required I take off work.  The initial appointment required no time off.
  - 3 missed appointment times, requiring I wait over 1 day for RC Pros to show up.  The company did not keep me informed that they were late or changing my appointment times.
  
  

• Initial Complaint

  09/14/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had a clogged drain. RC Pros ********** came on 8/25. We called them because they advertised a $99 drain clean special, but upon arrival, they said it wasnt an option for my pipes (because the pipes were older, the ********** said trying to get past the * trap would be a problem). He talked me into the hydrojet option at a cost of $850. My father was present and also questioned how a hydrojet could get past the * trap if the normal cleanout option couldn't, but his concerns were dismissed.The ********** put the hydrojet nozzle a short distance into the drain line, then went out to his truck and turned it on. The hose came out of the drain and sprayed dirty water all over my floors, ceiling, and walls. The ********** did not offer to help clean it up, but instead enlisted my father's help to try again. The ********** stayed with the nozzle inside after instructing my father how to operate the turn-on/off at the truck. After about 30 seconds, he said he had helped "a little" and said he "could try" for another hour but thought it was of no ****** the end, I was charged $850 and not only did not receive a resolution, but received damage to my house. The ********** left while we were still cleaning up his mess. I had to repaint to cover stains on the wall from the dirty water.I do not know why, if a hydrojet is likely to come out of the drain, the ********** did not have a second ********** with him to properly execute the service.I am attaching a picture of the stains on my wall. I requested a refund of half of what I paid, but the business did not even respond to my email.

  Business response

  09/18/2024

  Hello *****,

  We have looked into the notes from the visit on 8/25/2024. A hydrojet was recommended and completed to take care of a drain underneath your hot water heater. It was quickly noticed that your drainage line was the original from when the house was built in 1957. The line had broken down from wear and tear, which caused sever issues within your line and the technician recommended a repair on the line, which was something you decided not to move forward with fixing at the time of visit. The complaint on this platform is the first we are hearing of the frustration and would be more than happy to work out a solution with you. We will go ahead and process the refund today 918/2024 for the amount of $600. Our intention is to please every customer we come across and if this was not the case, we are always willing to work with customer once that is brought to our attention.

  Customer response

  09/23/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  08/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  August 27, 2024 I am writing this letter regarding plumbing service I received from RC Pros. My estimate # was ******** and invoice # was *****. I received an itemized good option repair estimate for plumbing work from Berkeys Plumbing, and then reached out to RC Pros for a second opinion. I sent a copy of this estimate to RC Pros office at the attention of ******************************** The quote included the following since there were 2 sinks:Access to wood panel wall $732.00 Replace up to 5 ft of 2 *** in ceiling/wall $901.45 Replace up to 5 ft of 2 *** in ceiling/wall $901.45 Replace Poly P-Trap $305.74 Replace Poly P-Trap $305.74 RC Pros sent a technician by the name of **** to my home on Aug 19, 2024 and he reviewed the quote from Berkeys and offered a lower price of $2,797.00. RC Pros then subcontracted out the work and when the contractors came to the house and opened the wall, they found that the leak was coming from a separate pipe from the A/C exhaust unit. They fixed a small section of that pipe, and the work was done in one hour. They did not replace any of the *** in the ceiling/wall or replace either of the Poly P-Traps. I was charged the full $2,797.00 and I do not believe this amount reflects the amount of work/service they provided, nor did they provide the materials that were quoted. I reached out to **** and he said he was going to work with the office to attempt to refund the ************ back to my credit card. This has not occurred. I reached out again to him on 8/26 to advise that I was going to reach out to the BBB for assistance to resolve this matter. I would appreciate your assistance in resolving my complaint. I would like to receive at a minimum the cost of the 2 ************ that were not provided ($611.48). I am happy to provide copies of both estimate but RC Pros has copies of both.I look forward to hear from you soon regarding my problem. I would like to receive a response from you within 20 days.*****

  Business response

  09/12/2024

  Hello *****,

  First off, let us apologize for any confusion there may have been during this whole process, along with the delay in response that seem to have occurred. We have spoken to **** about the job and a refund for the amount of $612.00 was submitted, you should see that in your account within the next 2-5 business days. Please let us know if there is anything else we can do.

• Initial Complaint

  07/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  6/17/2024 Amount: $200+On this day I reached out to RC Pros to fix a sewage stoppage that originally occurred on 6/15/2024. They were the 2nd company that worked on the pipes due to the first company only fixing one of the blockages. ******** came out and looked at everything and let me know that I had a broken pipe which was the reason for the blockage and stated that he couldnt fix it due to his snake not being able to get completely through. So, he stated that he would have to use the hydrojet. He told me it would cost $1100 for all of the services and I agreed to financing for the $1100. Well, on 6/19/2024, ******** text me notifying that they needed my signature for a release of funds, but it would be for $2500. He stated RC Pros just switched over to a new company and $2500 was the the minimum amount required. He also said that I would receive a reimbursement check of $1400 due to the price difference and that his company does it all of the time. I asked him how soon would I receive the reimbursement check and he said right away. Well, Ive reached out to ******** as well as RC Pros and Ive been either given the run around or I would receive no response. I havent been called back regarding the issue as the secretary has stated multiple times. I have the text message exchanges between myself and the person to back up my claim as well.

  Business response

  07/10/2024

  We have reached out to the customer on 7/10 at 5pm. After speaking to the customer we have come to a resolution together that the customer is satisfied with. Our communication will be constant with customer and get the refunded amount she has requested by next week. 

  Customer response

  07/10/2024

  I have reviewed the business response and accept this resolution as long as the resolution is upheld. The manager reached out and stated that the matter would be fixed and addressed in a timely manner and apologized for the issue occurring. 

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Subject: Incompletevideo diagnosticof cloggedfrenchdrainDetails:Charged $250 for video diagnostic for the clogged frenchdrain.The diagnostic concluded at 22 feet lengthwithout identifying the root cause. I did not realize that at the time of the diagnosis.The official reason was given that the drain reversed slope. The diagnostic was performed from one opening only, however I have shown both openings. After that technician estimated the repair at $5.5k.I was given a video recording only after two days of contactingthe office, at the time of diagnosis it was only shown via a small monitor and it was hard to see.When I contacted the office, I was given the following explanation on why the inspection was stopped at 22 feet while train was about 75 feetlong:1) The problem was already identified, so there was no reason to inspect the full line 2) The line contained multiple 90 degree turnsand video cannot continue after turn 3. Close inspection of the video shows that the video stopped before second 90 degrees turn. And of course there was an option to use the other opening.Multiple calls to the office and asking to talk to managers did not lead to anything. One time I was told the managers are busy talking to the owners.My conclusion:1) Not professional enough to complete simple diagnostic 2) Not responsive customer service, one cannot reach people that can make the call 3) From the video review and the fact that the pipe is not passable, I conclude that it has blockage which was not diagnosed.

• Initial Complaint

  05/07/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  water line break,RC pro All MAster plumbing came out to srv also did reno.Pressured into signing finance threatened rates would go up in new year Incorrectly measured fixtures, not code, blamed us we refused incorrect items,threaten us to be charged for restock.Drilled shower drain incorrect did not fit shower pan,chrgd us for shower pan and tile .Laid tile to avoid redrilling pipe, tile uneven not drain. Tear up tile, relay.Refuse to refund shower pan. trash in our yard for 3 months we rqst 3 mo b4 pu.Threw away 3 important items to frameless shower door, installed 2 with lessor qlty and never installed 1 wall guard which caused the door to shatter on a 10 yr.******* said instal not plumb,wo guard & incorrect. ** still says ***** told them it was right. 5 ppl revwd refused to replace door wanted us to clm door exploded on its own.Tile in shower scratched deep divits upon install.Said warranty would cover if we paid balance then refused. secretary ********* refused to let us speak wowner,*** refused us. We were told by their workers all their jobs had same problems2)Dmg to install flooring in 2 bedrooms.1st attempt laid old flooring in error, then laid with liner not code.I had to be the inspector to find all the incorrect install. Project manager was only there a few times.Once floor was correctly glued down to code and install for that type.1 month later the floor is buckling. Originally the company sent out 3 people to inspect *****,**** and some other guy who took pics,Never to reach out again we called and asked what they are going to do.They said it was not inspected and they don't think it's there fault.I reached out to ************* specialist they ******* asked about the moisture reading before they installed the floor on wood and concrete it needed to be shown.I requested this as well as reimbursement for shower install above via email 5/3/24 no response from anyone.This is usually how they do us never respond until we call then they have all these excuses

  Business response

  05/08/2024

  At RC Pros, we deeply value the feedback provided by our clients and strive to address any concerns with utmost seriousness and care. We understand your perspective regarding the recent transaction, however, we feel compelled to clarify certain aspects.
  
  Firstly, we wish to emphasize that our intention has never been to employ high-pressure tactics. In fact, we provided a generous 3-day cancellation period, which unfortunately was surpassed in this instance. It's important to note that our involvement commenced after you and your partner had already parted ways with multiple contractors, a situation to which we were empathetic.
  
  Throughout our engagement, we endeavored to accommodate your evolving needs and preferences, despite facing challenges such as frequent changes in design, scope, and direction. We recognize and appreciate the trust you placed in us, and we made sincere efforts to exceed your expectations.
  
  Regrettably, communication issues arose during the project, with instances of micromanagement and contentious interactions from your partner. Such behavior not only impacted our staff but also created a discomforting environment for collaboration.
  
  Regarding the matter of the glass door, we promptly contacted with the manufacturer upon your notification. We diligently provided you with the necessary information to facilitate a warranty replacement, given the inherent risks associated with tempered glass. We remained committed to installing the replacement door once it was obtained, notwithstanding the challenges encountered.
  
  We must also address the concerning allegations of extortion and threats of legal action from you and your partner. Such claims are deeply troubling and do not align with our professional standards. Despite these challenges, we remained steadfast in our commitment to finding an amicable resolution.
  
  It is essential to highlight that our contractual terms, including the cancellation policy and restocking fees, were clearly outlined and agreed upon. We acknowledge your proactive communication efforts during the project, and we have consistently strived to be responsive and accommodating.
  
  Moving forward, we remain committed to resolving any outstanding issues and fostering a positive working relationship. Your satisfaction is paramount to us, and we are dedicated to addressing your concerns with the diligence and professionalism you deserve.
  
  Please do not hesitate to reach out to us directly to further discuss any remaining issues or to explore potential solutions. Your feedback is invaluable in helping us improve our services and ensure a positive experience for all our clients.

  Customer response

  05/16/2024

  Counter response to RC Pros Statements and other new info:
  "Firstly, we wish to emphasize that our intention has never been to employ high-pressure tactics. In fact, we provided a generous 3-day cancellation period, which unfortunately was surpassed in this instance. It's important to note that our involvement commenced after you and your partner had already parted ways with multiple contractors, a situation to which we were empathetic."
  -Cancellation after 3 days is hard to do when the work starts after 3 days of waiting. As "parted ways with multiple contractors", we had a water mitigation company come out that was assigned by our insurance company.  While they were providing that service, we signed with RC Pros to do the reconstruction.  There were no other companies.  
  "Throughout our engagement, we endeavored to accommodate your evolving needs and preferences, despite facing challenges such as frequent changes in design, scope, and direction. We recognize and appreciate the trust you placed in us, and we made sincere efforts to exceed your expectations." 
  -Frequent design changes were decisions being made, that were never addressed in the reconstruction choices.  There were no scope and design changes.  We were under the impression that the bathroom would be completed with style and materials similar to what was previously installed.  
  Appeared to be deceptive in releasing any allowed cost for items to choose from only to be told after we picked something that it wasn't an approved cost.  When challenged not LKQ, offered something not meeting code, and materials similar to what was previously installed. Low balling us with sub-quality choices (vanity cost amount and a plastic shower basin to replace cast iron).  Yes, some change in tile choice were made after workers informed us that they would not be able to cut and install.   Our vanity change was due to the fact that the choice was not up to code Which my micromanaging partner brought up to ******* and ******* before.  Were told they would handle and still deliver.  Text is included confirming that they  were still going to fit even though it was not up to code standards.  (too close to toilet), once delivered the workers told us it would not fit and then a restock charge would apply. RC Pro not taking ownership of error they made. Thanks when **** stepped in to offer a better vanity due to their oversight and the problems were addressed by the micromanaging partner again.  The vanity was only $300 than original vanity. 
  Our vanity change was due to the fact that the choice was not up to code (too close to toilet), after one of the workers told us it would not fit and then charge us a restock fee when we found out it would not fit. The plastic shower basin that arrived was incorrectly measured and would not fit on the drain was then changed to a tile basin to speed up the completion.   (RC PRO **** wanted to delay the project again by re-drilling concrete to fix measurements of pipes.) Not one concern for the timing or error they have made until we suggested a tile alternative after a worker suggested it..  The work completed on that was done incorrectly, with standing water being the result. The basin then had to be demoed and reinstalled.  No mention it was extra cost for restock of basin or to tile.  The cost of the basin was left in the invoice as well.   Every error they make, they charge the customer. 
  "Regrettably, communication issues arose during the project, with instances of micromanagement and contentious interactions from your partner. Such behavior not only impacted our staff but also created a discomforting environment for collaboration."
  -The so called "micromanaging" was the only reason that the wrong flooring was not installed in a bedroom.  *********** did not have clear communication from the manager and were ready to install a laminent that was in the garage that was damaged during the flooding. Then the flooring that was installed, was installed incorrectly with a liner underneath, when the flooring required glue, thus having to be removed and reinstalled.  When asked, workers told us that is what ******* told them to use the old floor.  The NEW floor was sitting in the room as they installed the old flooring around it. 
  Once text was addressed with ******* she said she would check with ******* on it. Only to have us delayed another week before workers came out to install correct wood flooring w/liner again. Was told by another worker that ******** instructions were not clear to the workers (language gap?) ******* would show up briefly at times, never there to inspect after install. Workers told me they had to take photos of finished work to show completed. No inspections were done correctly. Floor was moving and cracking sounds, separating at seems. Brought to  installed w liner not manufacture requirements (see phto) 
  "Regarding the matter of the glass door, we promptly contacted with the manufacturer upon your notification. We diligently provided you with the necessary information to facilitate a warranty replacement, given the inherent risks associated with tempered glass. We remained committed to installing the replacement door once it was obtained, notwithstanding the challenges encountered."
  -After contacting the manufacturer with pictures of the installed door, they deemed that the door was installed incorrectly and would not be covered under warranty. RC Pros still insisted that the door was installed correctly.  We have provided email from manufacturer who reviewed photos as well as scope we first hand witnessed of job. Who states these doors do not break unless they are torqued too tight, not installed plumb and not installed with proper guards. All 3 are factors in the door shattering, still not to mention close call to damaging physical and emotional harm to a child. 
  "We must also address the concerning allegations of extortion and threats of legal action from you and your partner. Such claims are deeply troubling and do not align with our professional standards. Despite these challenges, we remained steadfast in our commitment to finding an amicable resolution."
  -Legal action options were necessary with the dispute about the shower door, due the RC Pros refusing the agree with the manufacturer that it was installed incorrectly. RC Pros "amicable solution" was for us to eat the cost of a door that was installed incorrectly.  
  The work completed on tile walls were scraped with divots, **** questioned my partners cleaning technique, clearly divots from install. The grout and lines are not level, the grout was not filled originally, had to come back and regrout holes showing water board. RC Pro told they would put the divots under warranty once payment for the bathroom was received.  Wanted payment on a job that wasn't completed properly the first time. At least 4 times **** came out and never addressed the shower door installed  incorrectly. We hired someone to know what they are doing not to have us go behind them but thank God we did as everything they did had to be redone once if not more and still needs correction. 
  Due to their unethical, deceiving ways we do not choose to have them reinstall anything that already caused harm to our family. 
  We asked for a signed affidavit from RC Pro project manager, the so called manufacturer RC Pro spoke to, that claims installation was correct, even though they never inspected our home. No one is willing to provide a signed affidavit or names. 
  We were told by ******* they did not use subcontractors and it also states on their site, however, the team that installed the shower was subcontractors and verified by another project mgr who came with them. 
  The master bath walls were originally just smoothed over, they were unlevel and not prepared correctly. This was another call made by a Project Mgr who instructed the workers to not complete proper installation. I sent them pictures and asked if this was acceptable work for their home. They send someone out to replace all the drywall. On the entire job, if we find error we are being  gaslighted into being micromanaging when as a consumer we hired someone who claimed to have the knowledge and skill to complete these projects. 
  There are a few workers we feel are ethical and are trying to do a good job however are not guided by a Project Mgr therefore we stepped in to make sure as WE are the customers. I would like to name names but will keep them out of the chaos. 
  
  
  
  
  
  
  
  
  

  Customer response

  05/16/2024

  Counter response to RC Pros Statements and other new info:
  "Firstly, we wish to emphasize that our intention has never been to employ high-pressure tactics. In fact, we provided a generous 3-day cancellation period, which unfortunately was surpassed in this instance. It's important to note that our involvement commenced after you and your partner had already parted ways with multiple contractors, a situation to which we were empathetic."
  -Cancellation after 3 days is hard to do when the work starts after 3 days of waiting. As "parted ways with multiple contractors", we had a water mitigation company come out that was assigned by our insurance company.  While they were providing that service, we signed with RC Pros to do the reconstruction.  There were no other companies.  
  "Throughout our engagement, we endeavored to accommodate your evolving needs and preferences, despite facing challenges such as frequent changes in design, scope, and direction. We recognize and appreciate the trust you placed in us, and we made sincere efforts to exceed your expectations." 
  -Frequent design changes were decisions being made, that were never addressed in the reconstruction choices.  There were no scope and design changes.  We were under the impression that the bathroom would be completed with style and materials similar to what was previously installed.  
  Appeared to be deceptive in releasing any allowed cost for items to choose from only to be told after we picked something that it wasn't an approved cost.  When challenged not LKQ, offered something not meeting code, and materials similar to what was previously installed. Low balling us with sub-quality choices (vanity cost amount and a plastic shower basin to replace cast iron).  Yes, some change in tile choice were made after workers informed us that they would not be able to cut and install.   Our vanity change was due to the fact that the choice was not up to code Which my micromanaging partner brought up to ******* and ******* before.  Were told they would handle and still deliver.  Text is included confirming that they  were still going to fit even though it was not up to code standards.  (too close to toilet), once delivered the workers told us it would not fit and then a restock charge would apply. RC Pro not taking ownership of error they made. Thanks when **** stepped in to offer a better vanity due to their oversight and the problems were addressed by the micromanaging partner again.  The vanity was only $300 than original vanity. 
  Our vanity change was due to the fact that the choice was not up to code (too close to toilet), after one of the workers told us it would not fit and then charge us a restock fee when we found out it would not fit. The plastic shower basin that arrived was incorrectly measured and would not fit on the drain was then changed to a tile basin to speed up the completion.   (RC PRO **** wanted to delay the project again by re-drilling concrete to fix measurements of pipes.) Not one concern for the timing or error they have made until we suggested a tile alternative after a worker suggested it..  The work completed on that was done incorrectly, with standing water being the result. The basin then had to be demoed and reinstalled.  No mention it was extra cost for restock of basin or to tile.  The cost of the basin was left in the invoice as well.   Every error they make, they charge the customer. 
  "Regrettably, communication issues arose during the project, with instances of micromanagement and contentious interactions from your partner. Such behavior not only impacted our staff but also created a discomforting environment for collaboration."
  -The so called "micromanaging" was the only reason that the wrong flooring was not installed in a bedroom.  *********** did not have clear communication from the manager and were ready to install a laminent that was in the garage that was damaged during the flooding. Then the flooring that was installed, was installed incorrectly with a liner underneath, when the flooring required glue, thus having to be removed and reinstalled.  When asked, workers told us that is what ******* told them to use the old floor.  The NEW floor was sitting in the room as they installed the old flooring around it. 
  Once text was addressed with ******* she said she would check with ******* on it. Only to have us delayed another week before workers came out to install correct wood flooring w/liner again. Was told by another worker that ******** instructions were not clear to the workers (language gap?) ******* would show up briefly at times, never there to inspect after install. Workers told me they had to take photos of finished work to show completed. No inspections were done correctly. Floor was moving and cracking sounds, separating at seems. Brought to  installed w liner not manufacture requirements (see phto) 
  "Regarding the matter of the glass door, we promptly contacted with the manufacturer upon your notification. We diligently provided you with the necessary information to facilitate a warranty replacement, given the inherent risks associated with tempered glass. We remained committed to installing the replacement door once it was obtained, notwithstanding the challenges encountered."
  -After contacting the manufacturer with pictures of the installed door, they deemed that the door was installed incorrectly and would not be covered under warranty. RC Pros still insisted that the door was installed correctly.  We have provided email from manufacturer who reviewed photos as well as scope we first hand witnessed of job. Who states these doors do not break unless they are torqued too tight, not installed plumb and not installed with proper guards. All 3 are factors in the door shattering, still not to mention close call to damaging physical and emotional harm to a child. 
  "We must also address the concerning allegations of extortion and threats of legal action from you and your partner. Such claims are deeply troubling and do not align with our professional standards. Despite these challenges, we remained steadfast in our commitment to finding an amicable resolution."
  -Legal action options were necessary with the dispute about the shower door, due the RC Pros refusing the agree with the manufacturer that it was installed incorrectly. RC Pros "amicable solution" was for us to eat the cost of a door that was installed incorrectly.  
  The work completed on tile walls were scraped with divots, **** questioned my partners cleaning technique, clearly divots from install. The grout and lines are not level, the grout was not filled originally, had to come back and regrout holes showing water board. RC Pro told they would put the divots under warranty once payment for the bathroom was received.  Wanted payment on a job that wasn't completed properly the first time. At least 4 times **** came out and never addressed the shower door installed  incorrectly. We hired someone to know what they are doing not to have us go behind them but thank God we did as everything they did had to be redone once if not more and still needs correction. 
  Due to their unethical, deceiving ways we do not choose to have them reinstall anything that already caused harm to our family. 
  We asked for a signed affidavit from RC Pro project manager, the so called manufacturer RC Pro spoke to, that claims installation was correct, even though they never inspected our home. No one is willing to provide a signed affidavit or names. 
  We were told by ******* they did not use subcontractors and it also states on their site, however, the team that installed the shower was subcontractors and verified by another project mgr who came with them. 
  The master bath walls were originally just smoothed over, they were unlevel and not prepared correctly. This was another call made by a Project Mgr who instructed the workers to not complete proper installation. I sent them pictures and asked if this was acceptable work for their home. They send someone out to replace all the drywall. On the entire job, if we find error we are being  gaslighted into being micromanaging when as a consumer we hired someone who claimed to have the knowledge and skill to complete these projects. 
  There are a few workers we feel are ethical and are trying to do a good job however are not guided by a Project Mgr therefore we stepped in to make sure as WE are the customers. I would like to name names but will keep them out of the chaos. 
  
  
  
  
  
  
  
  
  

• Initial Complaint

  03/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On February 29th, RC Pros came out to my home to fix a water leak in the main bathroom. This leak caused me to go through mold remediation in my home before they came out. They charged me half upfront to fix the leak which was $2,573. Later that same day, the company told me they could also replace my bathtub, which had been removed during the mold remediation, and also fix the tile above the bathtub, drywall a wall that had been cut, and replace baseboards that were removed in the bathroom area during mold remediation. They requested that I pay the other portion of the leak ($2,573) + half of the charge for the bathtub, tiling, and drywall repairs ($4,601). The following Monday they asked for the rest of the $4,601 dollars + another $2,800 to do the floors in the bathroom. Leaving me in the hole at 17,146.91.The company came out a few times and fixed the leak, they also brought in the bathtub and started prepping the area for tiling. When the tiling started, I realized just how inexperienced the people were. They were using a hand saw instead of a table saw and burning out their grinder. It took over 15 hours for them to place and adhesive the tile to the floor (no mortaring and the tiling was still not complete around the toilet area). Then they proceeded to tile above the bathtub. They did not chalk the areas where there were gaps to keep water from going into the walls, the tile was facing the wrong way (side-to-side instead of up and down) which also allows water to collect. They also did a poor tiling job that was not flat and had pieces that were cracked. I was not comfortable continuing with the company after that and tried to talk to management. They said I signed a contract and would not get a dime back. I would like half my money, except for the initial payment for the leak, ($4,600 + $1,400 = $6,000) refunded to me. This will pay to get my bathtub installed by another company and for materials for the proper tiling above the wall.

  Business response

  03/18/2024

  Dear ***************************,
  
  We want to address the concerns you've raised regarding the recent work carried out by our team at All Masters Plumbing. We take your feedback seriously and strive to ensure a positive experience for all our clients.
  
  During the course of the project, our team encountered challenges in meeting your expectations. It appears that there were instances where communication and professionalism fell short on your end. We understand that the situation became tense, particularly during the on-site review of the work when the behavior you conducted made our staff uncomfortable.
  
  While we respect your perspective, it's important to note that our team was dedicated to completing the scope of the project despite the difficulties we encountered. We acknowledge the frustration you experienced and regret any inconvenience caused.
  
  We kindly ask you to refer to the signed estimate provided before the commencement of work, particularly page 4 outlining our cancellation policy. It's worth noting that significant progress had been made on your project, with over 70% of the scope of work already completed.
  
  Moving forward, we are committed to addressing any outstanding issues and finding a resolution that meets your satisfaction. We value your feedback and appreciate the opportunity to improve our services.
  
  Please don't hesitate to reach out if you have any further questions or concerns. We're here to assist you in any way we can.

  Customer response

  03/25/2024

  I am rejecting this response because there are no efforts to provide financial remediation for the portion of the job not completed. I spoke to too many people on the company's end, which is what caused the lack of communication and frustration. Through all of this no one owned up to the lack of quality of work, and I ended things before my house was further damaged. Lastly, the contract that was signed says "forfeiture of any deposits", not the full amount. Here is photographic evidence as photos speak a thousand words.

  Business response

  03/26/2024

  Thank you for bringing your concerns to our attention.

  We sincerely regret any dissatisfaction you may have experienced during our engagement.

  
  While we understand your frustration regarding the completion of the job, we must address several points raised in your complaint. Firstly, we stand firmly by the quality of our workmanship and assert that there was no negligence on our part that would warrant financial remediation. Our team worked diligently to fulfill our obligations as outlined in the contract.

  
  However, it is important to note that effective communication and cooperation are essential elements of any successful project. Regrettably, the numerous interruptions and confrontations from your end hindered our ability to effectively carry out our work. Such behavior not only disrupts the workflow but also impacts the morale of our team members.

  
  Regarding your assertion of damage to your property, we assure you that our work adhered to the highest standards, and any alleged issues were not a result of our efforts. We take great pride in our professionalism and commitment to customer satisfaction, and it is disheartening to hear that you felt otherwise.

  
  Regarding the contract terms, it is explicitly stated that any collection of monies made are subject to forfeiture in the event of termination. We have upheld our end of the agreement, and as such, are not obligated to provide a refund beyond the terms outlined in the contract.

  
  In conclusion, while we sympathize with your concerns, we must emphasize that our team made every effort to address your needs and fulfill our contractual obligations. We regret that our working relationship did not meet your expectations, but we firmly believe that our actions were in accordance with the terms agreed upon.

  
  Should you have any further questions or require clarification, please do not hesitate to reach out to us. We remain committed to resolving this matter amicably.

• Initial Complaint

  02/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Been waiting for 3 and a half months for videos of $21000 more in damage they say we have.waiting for diagnostics of $19000 of damage paid for as per 3 emails sent Waiting for $1500 as promised for advertising my house on Instagram and other sites.Believe they are hiding no more damage.Will not show us.Very irresponsible company.Same company as ALL MASTERS PLUMBING.

  Business response

  02/06/2024

  We have had the opportunity to engage in multiple discussions with ***************** regarding the matter at hand. During each interaction, we have diligently provided her with the requested invoice, photos, and all relevant videos. We have taken the time to guide her through the process of accessing and opening these attachments. However, it seems that ***************** has been feeling frustrated during our conversations.
  In an effort to address her concerns and ensure a satisfactory resolution, we have extended an offer to re-camera the home. Our primary objective is to uphold a professional and transparent working relationship with *****************. We understand the importance of her peace of mind and confidence in our services, and we are committed to delivering excellence in our work.
  Please know that we remain dedicated to resolving any issues and maintaining a positive and productive working relationship with *****************. Should there be any further concerns or adjustments needed, we are here to assist and address them promptly.

  Customer response

  02/10/2024

  They send the same invoice and same videos over and over.

  Not the one we are looking for 

  Customer response

  02/10/2024

  I have spoken to the office staff almost every week in the last 3 months (to the point they know my voice) regarding this missing video of the damage pipes they seem not to be able to find.  All the video they emailed me were from the repair work they did. My opinion they do not want me to have this video and I told them that too (being fishy). Back and forth getting no where.  This last time I called 2 weeks ago, I told them they can have someone come out and redo video of the damage pipe at no charged since they so call lost the first one. The person I talked to said she didn't have the authority to authorize that she will to get with office manager  She would call me the next day. Guess what, never got a call back. Every time they said they would call me back they never did. I always had to call them back.  Every week, ridiculous.  ************ has so many complaints against them from yelp and from your BBB. Should have done our research before calling this company and of course the mail flyer with the coupon reel us in.   

  Customer response

  02/12/2024

  I am rejecting this response because:   

  I have spoken to the office staff almost every week in the last 3 months (to the point they know my voice) regarding this missing video of the damage pipes they seem not to be able to find.  All the video they emailed me were from the repair work they did. My opinion they do not want me to have this video and I told them that too (being fishy). Back and forth getting no where.  This last time I called 2 weeks ago, I told them they can have someone come out and redo video of the damage pipe at no charged since they so call lost the first one. The person I talked to said she didn't have the authority to authorize that she will to get with office manager  She would call me the next day. Guess what, never got a call back. Every time they said they would call me back they never did. I always had to call them back.  Every week, ridiculous.  ************ has so many complaints against them from yelp and from your BBB. Should have done our research before calling this company and of course the mail flyer with the coupon reel us in. 

  Business response

  02/12/2024

  We understand the frustration regarding the missing video of the damaged pipes and the ongoing communication issues ***************** experienced with our office staff. 
  
  We take such matters seriously, and we assure that we are committed to resolving this issue promptly and to her satisfaction.
  
  Regarding the missing video, I want to assure her that it is not our intention to withhold any information from our customers. Our primary goal is to provide transparency and ensure that our customers are fully informed about the status of their projects. I apologize if there has been any miscommunication or misunderstanding in this regard.
  
  As for the repeated promises of callbacks that were not fulfilled, I deeply regret the inconvenience caused. This is certainly not reflective of the level of service we strive to provide. 
  
  In response to your suggestion of redoing the video of the damaged pipe at no charge, we have offered this on a few separate occasions. We are available to schedule the video inspection as soon as possible.
  
  We are committed to addressing any issues raised by our customers and implementing measures to enhance the quality of our services. Thank you for bringing this matter to our attention, and we appreciate your patience and understanding as we work to rectify the situation.
  
  

• Initial Complaint

  11/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  October 11 2022 Hired RC pros for a slab leak they quoted us **** Project was started and stopped they said they needed another **** For more digging. I paid them **** in good faith that they would finish the job ***** quoted me 3 to 5 days We finally got city approval Oct 31 plumbers had to redo piping. They then demanded i pay **** more for an unfinished project the hole had to be backfilled and concrete repaired.I tripped over the boards and hurt my back.I kept asking them to file with our insurance and finish project.On Nov 8 They backfilled the hole.They would not finish concrete or clean up mess ******************* owner quote we are not a cement company now pay us **** More and we will not finish job or contact your insurance because it is a favor.Today is Nov 18 2022 and i still have a 4by 4 foot and 8 inch hole. Dangerous and company has abandon job and is demanding payment.My back hurts i am having guests for Thanksgiving and *************** is demanding payment for an unfinished Project. He has called my husband and i names says we are a fraud and ********.I just wanted the project finished and diagnostics sent to insurance he would not do either.***********************

• Initial Complaint

  11/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We enlisted RC Pros Plumbing for a complete overhaul of our 1980's cast iron plumbing system back in May of 2022. We worked with "Josh" a manager who came out and quoted the work and talked about the process. The job was to re-route some of the plumbing, and shoot a liner on the rest. Josh assured us the liner would be shot all the way to the city connection, so any part of the line we were liable for, was good as new. After some shopping around, we decided to go with the quote from Josh and RC Pros. The process took longer than expected, had numerous issues, and there was a huge lack of communication. We never saw or heard from Josh through the process, despite requests for contact. Eventually, the job was complete, and passed city inspection. Fast forward to two weeks ago, and we start having a back up. The clean-outs in the front yard are all over flowing. A technician comes out to take a look and finds there is a major back up, which he clears with hydro-jetting. The tech then runs a camera, and finds something interesting. Turns out, the liner was a full 20 feet short of the connection to the city line. The clog that caused our back up was a direct result of the cast iron pipe that was not lined. In the technicians words "it doesn't make sense to stop the liner before the city connection". I would agree, and that is not how the job was sold to us. Their excuse? The invoice only showed 25 feet of liner, which apparently wasn't enough. The fix? Pay $6000 to dig up the yard and shoot another liner all the way to the street. This is not right. The job was sold to us that our ENTIRE system would be fixed, ALL THE WAY to the city connection. Had a supervisor been at the job at any point during the project this might have been caught. Now they want me to pay for them to access the line again (destroying my yard a second time) and pay for a whole new liner be shot to the street. And we still have not heard from anyone in management. The job needs to be complete.

  Business response

  02/02/2023

  Business Response /* (1000, 5, 2022/11/14) */ We are taking care of the ******'s. All of the work for this job is being taken care of and handled one on one with them. 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. ↩