Complaints

• Initial Complaint

  12/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There was a water leak in the park model. Contacted Wayne Turner Plumbing and the water leak was determined to be in the water heater on 03/15/23. Heater was replaced and the kitchen water faucet was replaced on 03/23/23. The wrong faucet was installed even though a phone photograph was taken of the original one. That was soon taken care of. A shower was purchased for them to install - a bathtub/shower had to be removed. Date of service was 03/30/23. Shower was installed however an electrical wire was cut during this time. There was a quick fix and the bathroom light switch has been intermittent since and now it is not working at all. Also, the shower head feed line was not properly anchored and we have a water leak at that location when the shower is on. We want the electric on the bathroom switch repaired and the shower head anchored properly so that it does not move. I have contacted this company twice by email and left a phone message. No response.

  

  Business response

  12/15/2023

  On 12/6/23 a message was received by our company via email from the BBB regarding this complaint. Immediately, the next morning on 12/7/23 our office staff contacted the customer and scheduled an appointment for 12/8/23. All issues reported by customer were addressed and remedied with customer approval that same day. No return trip or additional work needs to be completed at this job. Upon arrival on 12/8/23 the technician found the connection to the shower head/neck leaking at crimp ring to slip copper/female adapter. To repair this leak ************** installed a drop ear 90 and added some wood blocking for stability (see pictures). Free of charge, the technician also installed (1) owner provided shower head/neck. This item was not repaired or replaced by our company during the shower install. It was not repaired or replaced at the time of install because it was not in the quoted scope or requested by customer at that time. Our scope was to replace the shower valve (separate area) and install (1) Owner provided shower install. The active leak in the shower was not related to the the valve or shower install we completed on 3/30/23 as verified 8 months later on 12/8/23.

  Additionally at the 12/8/23 visit ************** also evaluated the electrical issue stated in the complaint even though we do not offer electrical services. Until the complaint was received by our office on 12/6/23 we had no prior knowledge of any electrical issues post shower install. ************** was able to determine that the electrical short was due to mobile home box at switch was coming apart. He was able to fasten the box back together. We do not believe this was caused during the shower install but cannot confirm 100% because it has been 8 months since our company was there.
  

  In response to attempts for contacting our company we reviewed our phone and email records. In reviewing our email records, we found only one email in our junk box from the customer that had not been seen dated 11/26/23.We also checked phone records and there was one call made to the Owner's personal cell phone. We have no record of the customer calling our main office line to schedule an appointment.

  Technician stated customer was satisfied with repairs made on 12/8/23. We are sorry that we missed the customer communications to reach us. We have adjusted our email settings for filtering emails. We recommend all customer call our main office line for quickest response, not cell phone numbers of our technicians.
  

*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. ↩