Complaints

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had 1st Action Plumbing Heating And Air, **** install a Kohler shower valve and run the copper out for the shower head and the tub spout. I am at the point in the bathroom remodel where all of the tile is laid and plumbing fixtures are being installed. When trying to install the new Kohler tub spout, I do not have enough 1/2 copper that was installed for the Kohler tub spout to be installed. I provided the valve and all the new Kohler parts to the technician installing the valve and copper connections. I also gave them the instructions and asked if all of the plumbing fittings would fit once tile was installed. The installer did not follow the instructions and the copper pipe is short for the tub spout to be installed.I called their telephone number to explain to them that the copper was too short and needed to be extended for the tub spout to be installed correctly. Instead of apologizing that the pipe was too short, I was asked immediately if I had provided the plumbing valve etc. I said yes and at that point was told that nothing was covered under warranty and that I was pretty much s*** out of luck and would have to pay for them to come out and fix their mistake. I would understand if I bought the fixtures after the fact, but provided instructions for the install, on a pretty universal valve. This should have been done right the first time. I have tried to be reasonable and understand mistakes do happen. This is a quick fix to cut the copper, add a coupling, and extend the 1/2 pipe to the intended length as is directed in the installation instructions. I was told that I would have to pay for a new service charge for a company that installed the product incorrectly the first time. I'm just asking for them to come out and do the job correctly.

  

  Business response

  06/19/2024

  This has been resolved and fixed.  ***** has agreed to remove this complaint because the issue was fixed at no cost to him.  He was also refunded prior to this complaint.

  Customer response

  06/22/2024

  Better Business Bureau:
  
  I had to reach out to the company multiple times to get a response after I put a complaint on the BBB. ******, and management are what's wrong with this company. The technician that came out was great and resolved this problem. ****** the office manager didn't even call after the complaint came. Instead, she decided to text instead of making a phone call. Still did nothing with the text after I sent photos to her with the issue at hand, nor even bothered to give a simple response. I had to reach out again a week later to get things moving. ****** has no clue of whats going on within the company, and is unfamiliar with the products the company sells and can't communicate clearly because of the lack of product knowledge.  Additionally, it seems the owner doesn't care, given that he knew of the complaint and never bothered to follow up with me and my concerns. He let my complaint go unresolved for over a week. ****** said she would have him call me and he never seemed to care enough to do so. 

  
  Regards,
  
  *********************

*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. ↩