Complaints

• Initial Complaint

  05/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Terry Plumbing Co. was dishonest, unprofessional, and the work that they performed was not in a workmanship fashion. Please find my uploaded letter explaining my problem in detail concerning the company. Thank you.

  

  Business response

  06/03/2024

  To Whom It May ****************** style="color: rgb(24, 50, 71); font-size: 14px; font-family: -apple-system, BlinkMacSystemFont, "Segoe UI", Roboto, "Helvetica Neue", Arial, sans-serif;">

  On November 20th, 2023, a TPC plumber arrived to winterize the building. Upon arrival, the plumber noticed water had been shut off at the valve behind the water heaters, faucets were opened, and antifreeze was present in the toilet drains. When asked about the antifreeze, the customer admitted she attempted to winterize the house herself. Due to the water being shut off upon arrival, the plumber was unable to perform any tests prior to winterization. Upon our completion of winterization, the customer expressed no concerns with the service and signed the invoice confirming her satisfaction.

  Per her request, a plumber returned to de-winterize the building April 16th, 2024. Upon performing the proper steps and turning the water back on to the building, the plumber noticed a leak in the basement and turned the meter off. The water heater continued to fill and revealed another leak in the three-quarter inch galvanized riser at the union with the water heater. The union was heavily rusted as well as the threads. The plumber was unable to pressurize the building due to riser leaks. The plumber attempted to charge a $99 investigation fee to reconnect the water meter and locate any additional leaks. The customer refused the investigation and refused to pay for work completed. Her reason for refusal was based on claims that the damage came from us not winterizing properly.

  The customer contacted the office to express her dissatisfaction. TPC offered to return with a City of ******* plumbing inspector to determine what damage, if any, was caused by winterization issues so we could rectify any damage we were responsible for. The customer refused to allow us to bring an inspector as a neutral 3rd party.

  As shown in the pictures attached, most issues have no bearing on the winterization process. Damage appears to be caused by illegal connections, faulty connections, and normal wear and tear. We have additional pictures but due to size requirement, only the most pertinent are attached.

  To reiterate, we will still happily return with a City of ******* plumbing inspector to assess the damage and repair anything that is proven to be a result of our work.

  ***************************************

  Customer response

  06/09/2024

   
  Complaint: 21658054
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  

  Business response

  06/17/2024

  To whom it may concern,
  The initial claim that our plumber, ***, may have changed the wording in the invoice after a signature was made is not possible. We do our service invoices through Service Titan and the plumber is unable to make changes to an invoice once it has been signed. If someone in the office were to have made edits, there would be a record of that and there is nothing on our end to substantiate changes were made post signature. We are very sorry the receipt was not sent in a timely manner, but we can assure you that nothing was changed without customer knowledge. We have attached our complete records of all job updates and communications.As you can see, after the signature was obtained, no edits were made to the invoice.
  The customer had also suggested in the initial claim that **** was rude and asked personal questions. **** was asking if the customer lived in the home or was trying to rehabilitate the property to which she responded was none of our business. While this may be true, he asked out of concern for her safety and well-being as some of the gas lines and pipe connections in the home appeared to be unsafe.
  It is apparent from **************** response that another plumbing company, Universal C&M Plumbing ************** was called to winterize her property on 11/14/2023. She stated there was water dripping from the exterior and basement water faucets before our arrival but after the previous company had attempted to winterize. If leaks were apparent after the initial company completed their work, why would she have not called them to fix the problems? Since another company attempted to complete the winterization before our arrival, we would not know which issues could be a product of our winterization without a 3rd party inspector. The inspector is not meant to be an intimidation. We are offering to bring an inspector at our own cost to ensure honesty and responsibility on both sides.
  We are taking this complaint very seriously as we have been complaint free since we joined the BBB in 2013. The offer still stands to return with a non-biased third party. If the third-party offer is still rejected, we are willing to give a refund for what has been paid and dismiss any dues for the de-winterization. We stand by our work, but we would also like to reach a resolution. 

  Customer response

  06/24/2024

   
  Complaint: 21658054
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

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