Complaints

• Initial Complaint

  11/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Friday, November 8, I contacted this company for two repairs. One, to replace a faucet in my bathtub, and two, to replace a sink trap in my kitchen sink. I could not afford both because they were each $300, so I ask to have my bathtub faucet fixed. That was my greater need. That night, my faucet in the bathtub began leaking. I called them today because I did not want to bother them over the holiday weekend and I had to work on Tuesday and Wednesday, so I called today November 14 for them to repair it and make good on their work, and he said it is not his work it is suddenly a different problem , I told him it did not leak before and he said that it was just a coincidence that another part has gone bad, ironically to the tune of $300 again. Of course its not fixed because I was not gonna pay them another $300 to fix something that was not broke before they came into my home. I looked on Lowes And the part to fix it is only $20. I feel like this is totally unreasonable and uncalled for. He is taking advantage of me. And I am a senior citizen on a fixed income. Any help that you can give me with this would be very much appreciated. I can tell you that I do not want them back in my home

  

  Business response

  11/14/2024

  Thank you for taking your time to express your concerns.  I have spoken with out plumbing technician and reviewed this work/ job ticket.  It does appear that from the initial call that we were coming out to look into an issue with the kitchen sink drain being loose and the tub diverter not working.  We did arrive onsite on November 8th and inspected the issues at the home.  Our plumbing technician offered a free quote to replace the kitchen sink basket strainer and replace the tub spout with diverter to remedy the issues at hand.  The homeowner then chose to make the repairs to the tub spout and hold off on the kitchen sink repairs.  Our technician got a new tub spout and made the repairs as quoted.  Everything was tested and working properly at this time.  The homeowner signed the invoice approving the work and making payment.  We were then called back out on November 14th because the tub spout was leaking water through it.  When we arrived the same technician inspected his work and noticed everything was working at the tub spout and diverter.  The shower valve cartridges were not stopping the water and needed to be replaced.  These cartridges are located under the handles not attached to the tub spout.  At this time our technician provided a repair cost which was declined.  Our technician did notice that the new tub spout that he installed was scratched.  It did appear that this scratch could have been made while he was installing it from his tools so he quickly replaced the tub spout under warranty at no charge to the homeowner.  Unfortunately, we are not able to warranty work that we did not install.  This shower valve was installed by another contractor and any warranty issues would have to be addressed with the installing contractor.  We will be glad to work with this homeowner to make the needed repairs and in no way are we attempting to take advantage of anyone.  I will be glad to offer our first time homeowner repair coupon of -$25 to this homeowner. 

  Customer response

  11/14/2024

   
  I am rejecting this response because:
  ******* manipulated my hot and cold water levers before removing the spout to show it leaked without the faucet attached, so I believe he did cause the issue since I declined the kitchen work due to price. He did not notice the scratches on the faucet fixture until I pointed them out and stated to him I felt that it was the old faucet that he replaced, but I could not prove that. He noticed then the scratches and said he would replace it to show me That it was a new one in a box. On Friday, he did not bring the boxed faucet in, he just brought the faucet in his hand from his truck. At any rate before he removed the faucet today, he manipulated my hot and cold spouts for turning the water off and on with his screwdriver  And then pulled the faucet off to show me that it was leaking. This company then turned around after I declined from him a quote to fix it and emailed me a quote anyway for something to the effect of $387 to repair this. I do have the invoice in my email if you need the exact amount.  I am an older woman, senior citizen, on a fixed income, and I know for a fact that they are taking advantage of me, and I do not accept their explanation. I asked him if this was at no fault of his. Why did it not leak until he came in and he said and I quote, it is just this plumbers luck.

  

  Business response

  11/14/2024

  Thank you for response.  I am very sorry that you feel taken advantage of.  That is not our intent and in no way did we take advantage of you.  I am not sure who noticed the scratched, but the point is that we can only warranty the work you have paid for and we completed.  We are glad to warranty our work and will stand behind it. That is obvious with our willingness to replace the parts we installed for minor scratches.  Since we have not been paid to repair or install this shower valve I can not warranty it for you.   Our technician did take the handles off to diagnose the issue after you reported it already broken.  This is normal procedure and sometimes we can tighten down the cartridges and stop the leak for our homeowners.  Unfortunately this did not work for you.  We are happy to make the needed repairs, but we would need to be paid for the repairs.   I understand you are on a fixed income just like us all.  We all have a budget to stay within and I am glad to work with yours.  Lets work to get this solved.  Unfortunately our only options are repair or replace.  We did offer the cheaper option of repair.  In no way do we have to cause issues in a home to make up work.  We run 100s of calls a day and are always happy to offer absolutely free estimates.  I hate that you are having multiple plumbing issues but we can help. 

  Customer response

  11/15/2024

   
  I am rejecting this response because:
  I believe you are completely bearing away from my complaint. I have no problem paying you the money that I paid you to fix my spout in the bathtub. I agreed to pay that price and I paid it. My complaint is because after that was done, it leaked. it never leaked before. You are saying its a separate issue, and I am saying that the separate issue was caused by your plumber. That is my complaint, I dont feel that I should have to pay you additional money for a problem that was not there until your company came in to my home.  You say that you offered me a lesser option, I ask you for no options. I do not trust you. I would not allow you to do any further work in my home. I have no problem paying for two tub spouts, even though I told him I did not want him to change out the spout a second time he did it anyway. But thats only a $20 expense.  So it shows me that your company excels in ignoring their customer . I do feel there should be some kind of compromise for the amount of money that you charged me so I can get someone in here who is competent to make the repair

  

  Business response

  11/15/2024

  Thank you for the response.   A tub spout does not control the water from your tub/shower valve.   The cartridge in the valve actuates and controls the flow of water.  These fail for many reason and none of them are because of the tub spout.  I understand you are upset that you have additional issues with your home.   We did not cause this issue and we did not make these cartridges go bad.  I provide a warranty on the work we perform and the items we install.  This does not include any other items in your home just because we where in there. We have not ignored your complaint or failed to answer.  I respectfully disagree that we are responsible for an unrelated item that we did not charge for or replace.  Your son escalated the issue with his aggressive nature and this is not anything we accept.  We do not treat anyone like that and we will not allow anyone in the household to treat our employees that way.  Showing force to get your way is never an acceptable resolution.   

  Customer response

  11/16/2024

   
  I am rejecting this response because:
  My son was never forceful or aggressive. You are manipulating the situation to fit your needs, and this is the second time that you have been untruthful. I will never accept your response or you manipulating the truth. You have proven to be unprofessional as well as unethical. You stated on a social media platform you offered me credit off my tub spout repair to repair a leak and that was never ever offered to me. I will never use your company and I will not recommend you in a positive way in the future. I stand by my complaint and feel you owe me some restitution and now an apology for your accusations that are not true. 

• Initial Complaint

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On February 6, 2023 I called All about plumbing regarding a wet spot on my front lawn. I have gone with them because they did other work for me in the past and they have 5 star reviews. They sent out someone who came to the conclusion that my septic ***** field "hump over" needed repair. After the work was done and paying over $3,900, the wet spot returned after a couple weeks after the pumped out septic tank refilled. After calling All about plumbing about the area was wet again, a technician was sent out and he told me to get a load of dirt and cover the wet spot. I went to get a 2nd opinion from another septic repair company and they said that covering it with dirt will not solve the problem which made sense. The second company was able to fix the problem costing me less than half the cost that I paid to All about plumbing. Since May 15th when the 2nd company fixed the problem, the lawn area has been dry. I feel that I just threw out $3,900 out the window.

  

  Business response

  07/17/2023

  Thank you for sharing your experience with our company.  We did explain upfront that this would not resolve this drainfield issue and that the area will continue surface because a hump over repair will not solve the issue we found.  I will be glad to review what the other company did if you can provide a copy of your paid receipt.  If we missed anything I will be glad to make this right with you, but we did recommend pulling a septic repair permit with the county health department. We also did come back out for free to look at the area.  If you have any issues please feel free to contact our office any time.  We are always here to help. 

  Customer response

  07/17/2023

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

*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. ↩