Complaints

• Initial Complaint

  12/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We were referred to to ******* with Galaxy countertops by our contractor who has worked with her. Her installers came out and put new counters and sinks in the bathrooms of the rental we own. In the process one of the sinks (because it was deeper than the previous sink), caused the plumbing pipe below to break off. They must have seen and heard it and yet didnt disclose this to me. At the time of completion I came back and they didnt even offer to show me the work. I persisted and went to look upstairs. However I was just asked about how the counters looked. I was then told that the plumbing was disconnected and we would need to have it reinstalled. Not being a plumber there was no way for me to know that it wasnt just disconnected but they broke it off at the wall. This ended up resulting in significant plumbing issues and flooding. The plumber said it was clear for him to see that the sink pushed the pipe down and broke it. It doesnt even fit back, which confirms they couldnt have put the sink in and left with the pipes intact. I sent a text to ******* which described the issue in 7 sentences. She didnt respond My husband then called her and she started yelling at him. She told him I wrote two much in the text. She said not to text her again. That we signed off on the work and had no proof of what happened. We told her we signed off on the counters looking good and we are not plumbers so would not have known that they broke pipes at the wall. The way things had been positioned looked just like the plumbing was disconnected. We also told her we did have proof and sent her pictures and a description of what the plumber said. I even asked if she had a plumber they wanted to use (to save her money) or else once we got the estimate they could pay the plumber we hire directly. She stopped responding. They damaged our property and are not making plans to fix it. She took our cash (no option for credit card payment) and left us with damaged plumbing.

  

  Business response

  01/19/2024

  Good evening ************* and BBB, 
  In response to your claim there are a couple of things we would like to discuss. In your complaint, we see that you mentioned that the installers only asked about the countertops looking good, our job is to ensure that the countertops are installed correctly, as stated in the contract that you signed we do not deal with anything relating to plumbing. However, with that being said had we been aware that there was an issue and it had been addressed that day, we would have most definitely helped with this issue.
  Unfortunately,you contacted us about this issue 7 days after you signed the paperwork stating you were satisfied with our work, this was also during the week that everyone was out for the Christmas holiday. As I had told you on the phone when your husband called, all the workers were out this week, and I stated that I would contact you the week that the workers came back so that we could discuss this situation. We apologize if the situation was frustrating, but at the time there was not anything that we could do until we had fully assessed the situation and heard from the installers. Relating to the texts that you sent, it is standard practice to contact us through email , which will be the fastest and most professional way to contact us. 

  Customer response

  01/22/2024

  Better Business Bureau:
  I am working with their insurance. My claim was accepted and they are taking responsibility. So I am ok with the result. However regarding their statement. I want to add the following: The contract did not indicate I was responsible for knowing if the install was done correctly. It just stated that they were not responsible for minor cosmetic damage. Plumbing pipes being broken off at the wall and explained as just disconnected is a different issue.There is nothing in the contract that says I need to inspect plumbing and that removes Galaxy from the responsibility of disclosing the damage they did. I read that and looked for any cosmetic dents or paint chips or visible damage. Plumbing issues that cause flooding are not minor cosmetic issues. We were told that we should not contact a plumber for 24 hours, because the counters had to wait that long before the plumbing could be done. The contractors noticed the plumbing issue that caused the flooding when they were out within a day or so working on another part of the house. The contractor said that it looked like galaxy caused the problem. They took care of ripping out drywall and drying it up. Because we were not sure and didnt want to accuse Galaxy we waited for the plumber to come out to determine what happened. The plumber confirmed the Galaxy install caused the damage. That is when I contacted her with photos. We have always communicated by text. She always responded promptly until this issue. I think she just got mad and tried to find a way to not accept responsibility. Meanwhile I was worried about getting things fixed. Ultimately we are dealing with her insurance and they did accept the claim. So Im glad about that. I was told that if I was nicer when my home got flooded, Galaxy wouldnt been more helpful. I do not see anything unprofessional about my texts and do not know what being nice has to do with them taking a while to accept responsibility.

   

  
  

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