Complaints

• Initial Complaint

  02/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had work done in my home from Smith Plumbing and Heating on multiple occasions since purchasing my home in August 2022, I had been satisfied by the work; prior to one plumber who was not satisfactory which I was able to speak with them about and come to a resolution. A third party, **** ***** **** ******* ** *** ******** ** ******* contacted Smith Plumbing and Heating, and was provided with my previous invoices. I was not notified, nor did I consent to this information being provided. I have concerns about Smith Plumbing and Heating lack of attention to privacy/confidentiality in providing this person with my address, phone number, email, and general invoice information. **** **** **** ** ** ****** ******* **** ** ** *** ****. I have email confirmation, and text confirmation from **** ***** that he received the invoices with my information from Smith Plumbing and Heating.

  Business response

  02/07/2024

  We have done work for the complainant two times, the complainant lives in a multi story condo(apartmant style building). The third party that was listed in the complaint also lives in this building and is a member of the condo board which deals with plumbing, heating and mechanical issues that arises.  We were called by one of the board members that there was a leak in a suite which happened to be below the complainant's suite.    We came and repaired the leak and invoiced the condo association as they were the ones that had called our office to deal with the leak. They have paid the invoice in full.  It is not uncommon for us to be questioned about an invoice if it is owner related or condo the association's responsibility. The third-party person called us to clarify who was responsible for the repair.   We discussed the nature of the repair and that it would be considered the condo owners responsibility (Complainant) not the building/condo associations responsibly.  The third-party person being on the board would have already had the complainant's personal information, as I believe he emailed the complainant before contacting us to discuss the invoice.   We did not knowingly give out any personal information, we did not email the third party or texted him the complainant's information, as stated earlier we did discuss only the nature of the repair and the person that is responsible for the repair.  In our world of cyber issues, identification threats and our respect for customers personal safety and security, we would not intentionally give out personal information. We apologize if we compromised our customer contractor relationship or trust.  
  
  Yours sincerely 
  
  ***** ** ***** *********
  Smith Plumbing and Heating (1986)LTD
  #6 1622 Ontario Avenue
  Saskatoon Sk.
  S7k 1S8
  Smith.plumbing@sasktel.net
  1-306-664-2936

  Customer response

  03/07/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  
  “The third party that was listed in the complaint also lives in this building and is a member of the condo board which deals with plumbing, heating and mechanical issues that arises.” This information is false. **** ***** does not reside in the building. Nor is he responsible for “any plumbing, heating, and mechanical issues that arise” Did Smith Plumbing and Heating not investigate or confirm **** ****** claims in any way to ensure minimal privacy was met? 
  
  
  “The third-party person called us to clarify who was responsible for the repair.   We discussed the nature of the repair and that it would be considered the condo owners responsibility (Complainant) not the building/condo associations responsibly.” Discussion of the “leak” is not in question. The condo board called Smith Plumbing and Heating to address it. The issue I have is that independent invoices were provided to a third party.
  
  
  “…as I believe he emailed the complainant before contacting us to discuss the invoice.” **** ***** had not emailed myself prior to receiving my email address from Smith Plumbing and Heating. 
  
  
  “I clarified with Smith plumbing that work done for you in August and October was of a different nature.” - email from **** ***** received by myself 2024-06-27.
  
  
  **** ***** also confirmed when asked that Smith Plumbing and Heating provided invoices of worked requested and paid for by myself that were unrelated to any work paid for by the condo board. 
  
  
  “In our world of cyber issues, identification threats and our respect for customers personal safety and security, we would not intentionally give out personal information.” Yet you did provide invoices to a stranger without contacting myself. **** ******* *** **** ** ******* ****** ** ** *** **** ** ********* * ******* ******** ********. 
  Sincerely,
  
  **** ********

  Business response

  05/07/2024

  *** ******* ** *** ***** *** * ****** ******** *** **** ** ** ** *****  ** ***** *** ** ** ******** **** **** ** *** *** *** ** *** **** ** ***** ****** ** ******** **********
  I apologized and heard the complainant's comments and understand about disclosing personal information to anyone, stranger or otherwise without their consent. I also realize the personal violation that could be felt by these actions.  
  If I disclosed any information that was considered personal, I apologize again.
  As this has been considered closed and accepted by the BBB this is my last comment and I will not be responding to any further correspondence regarding this issue. 
  Sincerely 
  ***** ***** 

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