Complaints

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Our undermount kitchen sink started coming apart from our granite countertop. I was very sick and called the first company with the best reviews. They came and re-attached the sink, charged me $2000. When I finally came out of bed and saw it, it was crooked and had silicone everywhere. Called them to fix it, they tried to convince me I had a wooden countertop when it's granite, and eventually came and redid the work. One week later sink collapses, breaking the pipe underneath. Called them again, they come and fix everything again. Five days later we go to use our 2 month old dishwasher for the first time, it won't drain. Call company to fix, they refuse to accept responsibility. Call another plumber to fix, he quickly figures out that the new pipe they had to attach to the sink wasn't trimmed at all and went right past all the drainage holes from the other pipes completely blocking them. On top of all this, they braced the sink wrong from underneath, causing the bottom of our cabinet to break.

• Initial Complaint

  05/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  On Dec. 28, 2023 Superior installed a furnace, humidifier, and thermostat. I paid $1,525.00 for the humidifier ahead of time on Dec. 26 with ****. I paid for the furnace with **** on December 28. Superior charged my **** $1,525.00 for the humidifier a second time on December 30 without my authorization. I phoned Superior repeatedly to point out their mistake and get reimbursed for the money they charged my **** on Dec. 30. They refused to pay me back. I was told that a manager would call me but this hasn't happened.

• Initial Complaint

  02/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Issue was low water pressure only in kitchen tap. First visit on April 12/23 invoice states kitchen faucet install and supply. Invoice was $889.29. Some improvement for a few months but then pressure decreased again. Next visit on Dec. 4th, 2 shut off valves replaced at my request although the invoice states 3 valves. No investigation of the problem- the aerator was not checked, the spout was not disconnected to inspect the water screen. The invoice this time was $508.50. The plumber said the problem was a faulty water softener. A few days later a friend noticed the low pressure and unscrewed the spout with his hands and found a small screen 1cm in diameter clogged with dirt. He cleaned the screen, reconnected the spout and the flow was immediately restored. I called the company later in December and talked with a manager or supervisor, explained the situation as described above. He said he would reduce the charge by $250.00 and give us a free estimate on future work!

• Initial Complaint

  02/01/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We have an under the sink ******* Model *** (approx. new cost $500-$600) sump pump that stopped working. On Dec. 11, 2023 I placed a service call to Superior Plumbing. A plumber came to look at it and we were advised we were to replace it with a better stronger pump with metal fins that would grind the grease up. Along with this, new pipes and better installation of these pipes was needed. We were told only a Master Plumber can do this job. A service agreement was written up for $3785.50 with a 50% deposit of $1,892.75 was charge to my ****. We received a call that the Master Plumber would come that same day. After several delays on Superior’s part the Master Plumber came the next day. As soon as I saw the Master Plumber carrying, on his dolly, a box containing the EXACT sump pump ******* Model *** and commercial grade pipes, I knew that Superior has been untruthful and taking advantage of ***** *********** people. Superior had broken our service agreement. I told him that he was not do this job and proceeded to call Superior Plumbing to cancel my business with them. I asked for a FULL refund less $99 for the service call. On Dec. 21, 2023 my **** was only credited $1, 055.26 AND Superior’s Manager has told me via a phone call that they are charging us 25% of the FULL price as a “retainer fee”. We called another plumber (no Master Plumber needed!) who did the job for way, way less and no pipes needed to be changed as there was nothing wrong with the ones that are there! Superior Plumbing still owes me $837.49 towards my ****!

• Initial Complaint

  25/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I needed a kitchen faucet installed. I called them and they said it's a 99.00 trip charge and the plumber will provide a quote for the work. THEY SAID NOTHING ABOUT A MINIMUM JOB FEE OF 399.00. THey said if I go ahead with the work, the service call fee is removed..... The plumber comes and I sign the doc that I agree to the service charge and him providing the quote. He then says "our mInimum fee is $399.00" EXCUSE ME??????????? ****** * ********** ******** ********* If I was told at any time there was a "minimum fee" They would NOT have stepped a foot on my property. they expect me to pay them 99.00 and I will not pay this. If they have A MINIMUM FEE FOR A JOB...they need to advise the customer of that., **** ****** They said they'd look at the job and provide a quote. There is no quote. IT'S A MINIMUM FEE OF $399.00 to replace a faucet? ****** ***********  The plumber left my house and expected me to pay him that service call and said the company will call me to get payment. I will not PAY A CENT!!!. *** **** ******* ***** ** ** ************* If they have a minimum fee for work, THEY SHOULD ADVISE YOU OF THAT WHEN YOU SET UP THE SERVICE CALL!!!! Not tell you they'll look at the job and provide a quote.

• Initial Complaint

  26/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I called the business June 20 and requested a plumber to my rental home at *** ***** * ** ******** Ontario. The main pipe to the water pump was leaking severely and needed immediate repair. The water pmp had to be turned off leaving my tenants without water. Someone came that day, looked at it and said he needed to order a special pipe. The next day he said it hadn't come in. The following day he called and he said it still hadn't come in. That was odd because my tenant went to **** ***** and found a galvanized pipe like he needed for $50. I called the next day and I was told it was going to cost $1900 plus tax. I would be required to pay a deposit. I was given an email address by the plumber, so I e-transfered $300. I was told the following day the plumber was going to come between 5 and 7pm ( when the tenants would be home from work ). My tenants waited for him to show but the plumber never came. I was forced to call numerous other plumbers until I found one to come and do the repair. Three days those tenants did not have any water!!! I want my $300. back. The tenants said when he first showed up, he sat in the van for 45 minutes. They warned me in case he was going to charge me for his time while not doing anything. I just want my money returned as I have to pay my plumber actually doing the work that Superior Plumbing didn't do.

• Initial Complaint

  24/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I booked this company to fix a sink drain that was backed up. They wanted to charge $111 to show up, and remove that charge when I agree to the work. They didn’t tell me there was a $450 MINIMUM quote, so I was told even though the job is simple to do, it would cost me $450 Plus Tax to complete the work. Absolutely unreal. I paid the $111 and told them to leave. * **** ****** *** ***** ********* ***

• Initial Complaint

  02/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Upon snaking and a camera to see the issue, we were told that we had a complete collapse of the main sewer line due to tree roots crushing the clay pipe. The initial fee was $1412.00 for the inspection. We were told that we would have to replace both the sewer line in our house and outside to the city property. This would be $36,000.00. We were told they could repair within 5 days. By the seventh day without the use of a working toilet in our residence. They contacted ******* *** for locates and didn't specify a 24-hour emergency it took 7 days to have the locates completed. Once the locates were received, the company came out on September 28th to begin the work. One subcontractor, one small excavator. Our house is over 60 years old and we have one tree on our property and one on city property. It took 3 days to dig the hole. On October 3rd, we were told that the pipe they were digging up was decommissioned. The company called in **** ****** to snake and camera and realized that there was a Y in the pipes and they dug up the wrong line. This disaster went on for until October 8th when they completed the job. 2 days later we had another back up and contacted the Superior Plumbing. They said they would be back on October 16th to fix the job. With the continued issues I contact the City water department and paid for them to come investigate the city line to ensure there were no blockages and within 5 minutes they snaked and camera the line and found the issue was just where the line comes into the house. I contacted another plumbing company in the process for another quote and they told us the job was not up to building standards, they didn't advise us to get a permit and damaged the city line in the process. They put a 4" pipe into a 6" clay pipe and currently the line is leaking water into the ground. We have paid Superior Plumbing for the job and will not have them back to fix there mistake.

• Initial Complaint

  08/09/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Monday, August 29, I asked for a quote to repair a leaking faucet. The plumber came over to assess the repair and quoted me $1,162.00 plus taxes with 50% ($656.00) down, up front. I felt the quote was kind of expensive, but I gave him my **** card number. One hour later (around 5pm) I cancelled the work order which was scheduled for the next day. It was at that point I was notified about a "retainer fee of 25%" of the original price... and that I was going to be charged that amount for cancelling. I should have been informed about this charge earlier. In our initial conversation I was told about a $90.00 service charge, which I agreed upon and that I'm still willing to pay. I was told about the retainer fee AFTER I had cancelled* **** ** * ****** I called the next day and refused to pay the retainer fee, the secretary just shrugged it off. I called and asked for the Manager, Jason, every day that entire week in order to resolve this issue... he is always unavailable. I have not signed and DID NOT SIGN ANY agreement that makes this transaction legally binding. What is this "25% retainer fee" and why are they charging me ??? **** **** *** ***** ** ******* *** **** * ****** ************* * ******* *** *********** ****** ** **** ******** ******** ******* *** ***** ******** **** ***** *** * ****** **** ***** ***** ***** ******* ******* ** ******* ********** ** ********* I would very much appreciate the BBB helping me resolve this issue with Superior Plumbing (Mississauga office). I would like a total of $566.00 ($656.00 minus $90.00) refunded back to my **** card by Superior Plumbing and I will not settle for anything less. Please help !!!

  Customer response

  29/09/2022

  Yes, I’ve heard from this ********* company.  The manager, Jason, called me

  after I had left a message stating that I had filed a ***** complaint with the BBB.

  I was then credited my owed money ($544.00), back to my **** card the very next day.

  This has been resolved to my satisfaction.

   

  Thank you so much for your alliance and having my back on this.

• Initial Complaint

  19/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We asked Superior Plumbing to come to replace a broken faucet. The plumbing guys came and checked and tried to dissemble the faucet. But then one of them (he called himself David) said that he could not replace it because the faucet was not a conventional one and an extensive work had to be done, includes replacing the pipes, threading, etc, which will cost substantially more. He said he will send us another quote. Then the guys put back the faucet and left. However they have probably broken something down the joint or pipes which leads to water leaking from the base of the faucet and to the ceiling of the underneath basement on the next day. The basement walls and floor were soaked and ceiling was torn and dripping with water. We called Superior Plumbing and they said they will send someone, scheduled a time but didn't show up. We've called so many times and they said they will inform their manager Jason but Jason was forever in meeting and refused to call us back.

*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. ↩