Complaints

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Date of service: 04/02/24 Amount paid: $561 cash {bill was $565.50, but they had no change so was advised by Alex $561 ok to pay} I originally spoke to Darren at 4:52pm on 04/01/24 regarding pricing for services requested via text. I sent pictures and descriptions earlier that afternoon. He advised $500 to $600 as long as don't have to replace valve in downstairs shower. If so, that would be $1200+ to get into the walls. I said $500-$600 seemed high especially since I was supplying most of the materials. He said it could be lower once his guy comes and looks at. I agreed and said I needed it done. Alex came the next morning at 8am. For first half hour, showed him services needed. I decided not to go with the refrigerator water line which Darren had quoted about $180 over phone day prior. Alex went out to truck and came back in and said price would be $520. I said that seemed high especially since I wasn't doing the water line. He said that's the price. He was already there and I needed stuff done, so I agreed. I had two faucets for the upstairs bathroom..one was exact fit and the other one I really wanted wasn't the same fit. Alex said it would just need an adaptor-no problem. Alex tried press fitting the adaptor on and was getting frustrated. I asked if there was a problem. He said no, I hope I don't have to solder. I need to get my tape measure. I said we can use the other faucet to make it easier. He said no, it's fine. Alex ended up soldering the faucet on. He was done at 11am and then went to truck to write bill. I ate lunch and then cleaned up the tub-metal shavings all over. I then noticed a gauge in the tub surround. I immediately sent pictures to Darren the owner. I also sent pictures of heat marks on the underneath of my shower faucet. I also advised him metal shavings keep coming up from under drain lip. I tried to resolve over the phone-he just argued with me and accused me of wiping makeup where the gauge is.

  Business response

  04/08/2024

  The customer called us on March 29th with her plumbing needs. She explained to us that there were several projects she needed help with as she had begun working on some of them herself. One of the issues were where she attempted to change the drain, and was unable to complete the repair, and that there was now a leak in the bathroom ceiling below after her attempt. She also explained that she had purchased her own parts and would like us to install them.  We talked about the following tasks: upstairs bathtub drains, downstairs tub faucet and drain, vanity faucet supply lines and drain to be connected, and an ice maker line for a refrigerator.  
  We clearly communicated via text and then over the phone what we would do and approximate pricing for each task. We explained that the tub faucet she had purchased wouldn't allow for the trim to just be swapped. We explained that it was a larger job requiring the valve in the wall to be replaced and quoted it over the phone with a price range, depending on what was found once onsite. The customer agreed multiple times to the price over the phone.  
  Once we were onsite, the exact same prices that were quoted as on the phone, were quoted in person.  The customer then opted not to do some of the tasks, we adjusted the quote, and quoted the exact price onsite before work began, she agreed to the adjusted price and to proceed with the work.  
  The customer stood over the tech the entire time intimidating him and making him feel like she did not trust him in her home. She at no time during the on-site visit mentioned any marks or damage to the tub. She paid the tech onsite and did not contact us about the work until after the tech was gone. 
  We spoke to the tech, who explained that there was a gouge/mark in the tub that was existing before he began his work.  This is also the tub drain that the customer explained that they had attempted to remove on her own, before our arrival.  The pictures sent to us showing the mark are very blurry.  
  The customer knew that we had traveled outside of our coverage area to assist her and would have to travel over 1 hour to return. We asked for pictures of the area from before we did the work, as she had many pictures of other areas, but none have been provided.  We do have some pictures from before work, of a tub that looks old / dingy and scratched up. There are pictures of a second tub from before, which also has what appears to be a scratch and a mark.
  Once the customer contacted us about her complaints and we reached out immediately to address. When asked what she wanted, she could only say that she wanted ALL of her money back OR a new tub. We explained that we would not replace a tub that appeared to be over 15 years old, had existing marks and scratches in our pictures, and from our technician's account that the mark she is complaining about was existing and could not refund all of her money and asked again… “what can we do to make you happy?”. She responded with all my money back or a new tub or I will go to the BBB. After multiple attempts to negotiate a solution that would meet both of our needs. We told her that we were sorry she was unhappy and that we could not meet her demands.
  
  

  Customer response

  04/11/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. On 04/01, I texted pictures of 4 tasks (see attachments).  I advised Darren when he called on 4/12 that I did start to unscrew the upstairs tub drain myself and that I only did a half turn and realized when the original tub drain was put in, it was done with 2 people.  1 person upstairs screwing in drain and 1 person downstairs holding the drain tube.  Therefore, I twisted the drain back the half turn I had done.  I thought the water leak was from me doing this to the drain, because the water leak on the ceiling downstairs was right under the upstairs drain.  Darren said it would cost $60 to come to Sardinia, $80 for the tub drain, $180.00 for the refrigerator line.  Then we discussed the downstairs tub faucet, showerhead and handle replacement.  Darren advised the ***** parts I had may not fit and if that's the case, then they would have to open up the walls which would be $1200.  I said well I don't want to do that.  I asked him what the price would be then if I can use what I have to be replaced without opening the walls.  He said total around $500-$600 for all tasks and it could be less when the plumber got there to see.  He never gave a breakdown for the vanity faucet lines & drain, replacing the tub spout, handle & trim and showerhead.  I said that was a lot but I needed it done.  Once Alex arrived, we looked at all the tasks.  We ran the tub water upstairs and Alex showed me that the drain wasn't leaking-that the drain was tight.  Alex said it looks like the overflow is leaking.  He said the vanity lines and drain were no issue-he has the lines and would use a newer drain since mine was the older style.  He looked at the ***** tub faucet, handle, trim kit and overflow for the downstairs and said he would not be able to replace.  He could only do the showerhead.  When we looked at the drain upstairs, I showed Alex the upstairs tub spout that I tried to take off, but it was stuck halfway off.  The upstairs tub spout was not mentioned in the original texts and pictures to Darren the owner because it wasn't an issue when I spoke to him.  I had screwed on the evening prior, but realized I didn't have plumber's tape wrapped around the pipe.  I tried to screw the spout off, but it became stuck halfway off.  Therefore, I stopped.  It was a new ***** slip fit tub spout I purchased from ****** because the prior tub spout diverter was bad.  I also had the original tub spout that matched the existing ***** trim for the upstairs, but it was not a slip fit  I told Alex I'd really like the original one on.  He looked at it and said all he'd need is an adaptor to make it fit.  I said that would be great.  Alex then looked at the refrigerator line and said he'd have to go to his supply house in the city to get parts.  I said forget the refrigerator line then.  So tasks were 1.  Vanity faucet lines & drain  2.  Upstairs tub drain & overflow  3.  Upstairs tub spout  4.  Downstairs showerhead.  I didn't replace the downstairs tub spout, handle & trim, overflow or the drain.  I also did not do the refrigerator line which was quoted at $180.  Alex went out to his truck and came back in and said $520.  I said that's a lot since I'm not doing the refrigerator line or replacing trim downstairs,  He said that's the price.  I said well I need it done.  Alex said he'd start downstairs.  I was not downstairs when Alex did the vanity lines & drain.  He called me down and showed me the work.  He turned on the water..a tiny bit wet underneath, so he tightened up the fitting.  He showed me again with water on and nothing leaked.  Alex then proceeded to put the ***** showerhead on.  He asked if I had the o-ring.  I didn't have one.  He said he didn't have one in his truck.  I offered to to to Valu up the road to get one.  He said no, I'll make it work.  He just put extra plumber's putty around where it screws in.  Alex then came upstairs to work.  I did go in the bathroom with him and watched him work until the press fitting didn't work (see original complaint).  I did not text Darren until after Alex left because I didn't notice the gouge/mark until I was cleaning up the metal shreds in the tub.  When Alex was done in the upstairs bathroom (I was sitting in the upstairs kitchen), he called me in to show me the faucet worked.  I asked and the shower too.  He showed me the shower also worked.  I didn't see the gouge/mark then because I was standing parallel to the shower wall with the tub spout.  Alex was in front of me looking directly at the fixtures and tub surround.  The gouge is on the tub surround, not the actual tub which I did advise the owner.  This gouge/mark was not on the tub surround prior.  The owner did not ask me for any prior pictures as he stated in his reply.  Even if he would have asked me for pictures, I would have advised him I didn't have pictures of the upstairs tub spout because it was not one of the original tasks I requested.  I also did not tell the owner I wanted all of my money back or a new tub.  I advised the owner on the 1 occasion we talked after the work (not several attempts per the owner) that I would like a new tub surround and faucet handle or the money to replace them.  I advised the tub surround price is $624 because you need to purchase the 3 piece kit, not just 1 piece.  I never asked for my tub to be replaced.  My tub was not damaged..just the tub surround and upstairs faucet handle.  The owner argues with me for around 40 minutes saying I smeared makeup, accidents happen, auto repair places charge $200 per hour, etc.  I asked him what he thought would be fair.  He said maybe he would think about giving me a little money back...maybe--he'd have to think about it.  I said I'm done arguing--I am calling the BBB and hung up.  I also noticed on Sunday, 04/07, the leak was not fixed.  I took a shower and happened to go downstairs when I was and noticed puddles of water in the tub downstairs.  Alex never went downstairs to make sure the leak was fixed.  He only showed me the tub water and shower worked.  I tried calling the BBB on Monday, 04/08, but they were closed.  I spoke to my BBB case worker on Tuesday, 04/09, and was advised to contact the owner about the leak.  I debated calling the owner since I didn't want him arguing with me once again.  I sent a text the morning on 04/10 and did not get a reply.  I sent another text on 04/11 and the owner responded a fix for the leak would now be considered additional work and I would be charged. Now I am stuck with a damaged tub surround, damaged faucet handle and a leak.    Regards, ******* *******

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