Complaints

• Initial Complaint

  11/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Contacted LT Plumbing to repair a copper pipe pinhole leak. The leaking pipe was already located and slab opened for access to the pipe.On 09/05/2023, LT Plumbing sent out an apprentice plumber (**). The ** cut the pipe using a Sawzall. The pipe was not cut square and not prepared correctly for solder. After approximately one hour, I asked the ** to leave and contacted his supervisor. Supervisor was sent a photo of the unfinished repair. Field Supervisor sent out another crew. The repair was completed with couplings and new piece of pipe.On 09/07/2023, it was determined the repaired pipe had a small leak. Repairing crew returned but small leak could not be replicated. After the crew left left, colored paper was used to wrap around the pipe. The colored paper indicated the pipe was still leaking. A photo was sent to the plumber. ******* advised they would return the next day. They did not show.On 09/18/2023, I sent a text to the field supervisor. He indicated he would have a crew out on 09/20/2023. On 09/20/2023, the field supervisor stated his crew had an emergency and would be unable to show. The field supervisor stated they would return on 09/25/2023. On 09/25/2023, the crew and field supervisor failed to show. I followed up on 09/28/2023 to both the field supervisor and plumber; no response.On 09/29/2023, I called the office and requested a refund. Office clerk advised she would speak to the supervisor and call me back. No call back. On 10/03/2023, supervisor sent a text saying only a portion would be refunded. I disagreed via text. No response. Followed up on 10/05/2023, and the supervisor agreed to process refund. Called LT Plumbing on 10/09/2023 because refund was not processed. No call back. Called LT Plumbing on 10/11/2023 regarding refund still not being processed. No call back.I have all the photos and text messages. I prefer to resolve with a refund in the full amount to settle the dispute. Will not use LT Plumbing again.

  Business response

  11/13/2023

  Dear Customer - I am sorry you had to go through this to process a refund.  It is seldom that calls to the office get misplaced, but this seems to be the case. I have authorized a full refund of $232.40, which will be mailed out to you tomorrow. Again, sorry for the trouble. ****

  Customer response

  11/15/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  01/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to you regarding a charge I had paid and the service was not fully performed. LT Plumbing was contacted and summoned to Lot 39 at Colonial Manor on or about the 18th of January, 2023.There was a major sewer back up and the plumber who responded could not seem to identify the cause. I then asked on behalf of the resident if he (the plumber) could run a scope down the line, which he did after receiving a cash payment of $150.00 from me and further told me the report would be ready in a couple of days. He was called out the following day after the sewage had overflowed onto the lawn. He then ran a derooter down the line and said he had pushed something out to the main line.I have yet to be given the results of the sewer line scan and the accompanying video. I was told last week the report would be ready on Friday, January 27th and today was told it was not ready. Yet the park manager here is bragging about how she already has a copy. Now how did someone get a copy of work product that I paid for? And got it before me?When I asked the office manager of LT Plumbing about this who identified herself as ********, I was told to ask the park manager. I informed her that I would take this issue up with state regulators, the BBB and any other agency that can bring light to this type of vendor conduct. ******** then informed me to not threaten her and at that point I terminated the conversation since I do not make threats, only explain what my next steps will be.

  Business response

  02/14/2023

  In response to your complaint, a few clarifications are required: 1) You live in a trailer park home that is part of an *** that runs ***********) the original blockage was cleared and the *** did not want to pay to camera the line since the clog had been removed; 3) you insisted on having the line videoed into the park property, which we did and you did pay for it; 4) you subsequently called our office repeatedly demanding your video and report and threatening legal action; 5) we offered to refund your money but you refused; 6) You called several more times and we offered to refund your money several times; 7) we called you over several days to get your mailing address and you did not return our calls so we mailed it to your service address; 8) our dispatchers handle thousands of calls a year and you are the only person who has ever made them feel threatened - you should be ashamed of yourself.

  Customer response

  02/14/2023

   
  Complaint: 18952153
  
  I am rejecting this response because: The plumbing company knows very well that the *** does not manage the park and that it is managed by an employee of the park owner which is ***************************. Further, if the plumber had cleared the line when stated, why did he state in a recorded conversation that there was nothing in the line, yet had to come back the next day to actually snake the line and wrote a separate bill for that service? In fact the park owner did not pay for the video camera inspection of the line, a private individual did yet the company chose to defraud that individual by providing the report to the park owner at least one week prior to giving it to the rightful customer, ***********************. The *** had nothing to do with this whole event. When I called the company, ******** responded to me with "ask them" when I asked her how the park management got a copy of the inspection report well before I did. The plumbing company is clearly trying to cover their actions and lies with more lies. At this point, a lawsuit will be the only thing that will bring the facts to light. The *** of this park is currently in litigation with Colonial Manor because of the unlawful actions they and their coperating vendors have taken.

  It is a known fact that this plumbing company has provided a highly edited scoping of the line which has since been done by another company and will be provided to the health department representative, *************************** who will be at the site on Thursday, February 16th to also inspect the open line and spilled sewage. 

  I welcome the plumbing company to prove me wrong on anything I have put in writing.

  
  
  Sincerely,
  
  ***********************

*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. ↩