Complaints

• Initial Complaint

  09/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  August 7, 2023. We paid $6,136.63. This was just brought to light by another plumber. They left our yard a mess. It is not graded like it should be. The dirt is just a mound and you sink in when you stand on it. They didn't level it or compact it like it should be.. Another plumber told us that the water can collect right against our house. They rushed to get the project done at the end. This new plumber said that they did that kind of work for 6 years and they never would have left the yard like that. When I called O'connor back to come fix it, the owner, *****, kept saying he would stop by. He even agreed through text message based on the pictures I sent him that it was slanted towards the house. Then I get an email from *****, the owner, saying that as per the contract they don't do anything with settlement after the work is completed. They never graded it as per the contract. They are trying to claim this is simply due to settlement which is not true. Also, supposedly they hydrojetted our pipe. The new plumber said it did not look like it! I would look elsewhere for a plumber.

  Business response

  10/06/2023

  ---------- Forwarded message ---------
  From: *************************** <***********@oconnorplumbing.net>
  Date: Tue, Oct 3, 2023 at 1:25 PM
  Subject: Complaint ID ********
  To: drteam@mybbb.org <drteam@mybbb.org>
  

  
  
  

  Thank you for the opportunity to respond, we strive to create a quality customer experience by acting with integrity and the highest level of professionalism.  We reviewed the customers complaint and arranged for a site visit and follow-up discussion with the customer at the residence.  It is our position that all contractual obligations were met, and no additional work is required.  We completed all the work according to code and passed inspection according to an independent Plumbing Inspector.  Rough grading was completed according to the scope of work with the understanding that a final grade and seeding is the responsibility of the customer, whether they decide to complete it themselves or hire a landscaper.  As of our visit, the final grading and seeding had not been completed.

  Upon further inspection, it was noted that the customers gutter and downspout above the worksite has been overflowing and running down the side of the home near a window well.  This type of situation can cause water saturation of the soil around the homes foundation and potentially penetrate walls.  We recommended having a qualified person or company make the necessary repairs to prevent further water damage to the exterior walls, the jobsite,  and possible interior water damage.

  Sincerely,

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

  9121 Baltimore Road | Frederick, MD 21704
  ************ Office

  ************ Mobile | ************ Mobile
  

  Customer response

  10/06/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: It was not  rough grade. It was sloped towards the house not away from the house. It was left as a big pile of dirt and never was it communicated to us that a landscaper is recommended afterwards. We NEVER had any flooding prior to this work being done. Now everytime we have rain we get flooding. We have had a landscaper confirm that it was not graded away from the house. The storm water is then entering the window well and flooding the basement. He confirmed that the flooding will stop once he grades it. We also had a plumber confirm that it was irresponsible with the way they left our yard. The landscaper also told us that they believe it was actually the excavator use that damaged the metal frame around the window and not from the water. I asked for proof that they have the required certification to operate an excavator which they refused to provide. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  12/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  back in March 2021 This company came to install a water meter covered by my HOA and while they were here broke a pipe. They left to go get something to fix it, they were gone 1.5 hours and then came back to fix it. Subsequently they charged me for the repair part and time (I think) for them breaking the pipe and causing a leak in the hot water unit. I called them they will not speak with homeowners and will not give me an itemized bill. They sent the bill to my HOA but the HOA says they do not have the bill. This company cannot be trusted to do the right thing and own up to their mistake. That is why they will not send a bill showing what the charges a for. They keep running me in circles telling me they sent the bill to the property management company but no one there has seen a bill. They are charging me almost $500 for their mistake - making it hard for me to get answers and basically hoping I will go away. I need this taken off my HOA bill.

  Business response

  12/30/2022

  ---------- Forwarded message ---------
  From: *************************** <********@oconnorplumbing.net>
  Date: Thu, Dec 29, 2022 at 1:41 PM
  Subject: ID ********
  To: drteam@mybbb.org <drteam@mybbb.org>
  

  
  Thanks for the opportunity to respond, we strive to create a quality customer experience by acting with integrity and the highest level of professionalism.  We’ve reviewed the complaint and find the homeowner should communicate with their property manager regarding questions about required services and pricing.  In this type of repair, unexpected circumstances do occur depending on the age, installation, and condition of the meter.  O’Connor Plumbing was hired by the property manager (HOA) and respects that customer/vendor relationship.  For this reason, we ask the homeowner to work with their property manager/HOA to address their concerns.     
  

• Initial Complaint

  11/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The job was performed on August 11, 2002 (invoice *****). I have no problem with the plumbing repair. A plumber and his assistant finished the job in less than one hour. However, I was shocked to receive a bill for 2.5 hours. When I contacted the company, I was told they would charge up to 1-hr travel time and was asked "Are you sure he wasn't there from 11:45-12:40?" by Service Manager. When I replied yes to his question, he insisted that the plumber stayed 1.5 hours and had 1-hr travel time. The company is 12 minutes from my home. It was 10:45am when they came on Thursday, without traffic. One hour would mean they traveled really far. The plumber actually came well ahead of their scheduled time (11:00am-4pm) and worked right away without waiting. While charging reasonable travel time is fine, but 2.5 hours for something less than one hour is just ridiculous. What is more alarming is the company is not honest at all. the service manager later changed the stay time of the plumber to 11:30am-1pm, which is not only untrue, but also contradicts his own earlier statement.

  Customer response

  12/05/2022

  ---------- Forwarded message ---------
  From: ******** **** <******************>
  Date: Mon, Dec 5, 2022 at 1:24 PM
  Subject: Re: Complaint (#********) follow-up
  To: Dispute Resolution Team <drteam@mybbb.org>
  

  
  

  Hello,

  
  

  The invoice is attached here.
  

  Please let me know if anything else is needed.
  

  Thanks!
  

  
  

  ********

  Business response

  12/13/2022

  ---------- Forwarded message ---------
  From: George B************* <***********@oconnorplumbing.net>
  Date: Mon, Dec 12, 2022 at 11:23 AM
  Subject: #********; *************, ****** complaint
  To: drteam@mybbb.org <drteam@mybbb.org>

  
  

  Good morning,

  We've reviewed the complaint and find the owner, *************, should communicate with their property manager, *************, regarding questions about service.  ****** called O'Connor Plumbing to resolve an issue, which O'Connor performed according to approved travel time and repair policies, as agreed by *************, the O'Connor customer.  If ************* has questions regarding services provided and pricing, the discussion should be with an ************* representative.

  Thanks for the opportunity to respond, we strive to create a quality customer experience by acting with integrity and the highest level of professionalism.

  George B*********
  9121 Baltimore Road | Frederick, MD 21704
  
  

*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. ↩