Complaints

• Initial Complaint

  10/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Leone Plumbing & Heating to do a bathroom remodel including removing and replacing a corner shower, installing a new vanity, installing a new light fixture and installing new vinyl plank flooring. The estimate I received was going to be $15,900. I paid half up front in December 2022. They started working the end of March and said they were done on 3/31/2023. The quality of work was horrendous and I had to have his crew back out multiple times to try and fix the poor workmanship. The shower has leaked since the day they said they were done and has caused black mold in the bathroom. They tried multiple times to fix the leak and after all the attempts, it still leaks. The owner, Andy Leone, said that he would rip it out and totally redo the shower since slapping on a ton of caulk didn't fix it. I wish I hired a different company from the start. One of his workers used painter's caulk to try to seal the shower causing even more water damage. Originally, they installed an acrylic shower but Andy said that to make me happy, he would do a new tile shower to make up for the issues I've been having and to make me happy. I asked him multiple times to send me tile options with no response. When he finally did reply, he told me I needed to be patient. I think I was more than patient since it took him until July to tell me he would replace it for me. I didn't receive tile options until 9/5 when I told him I wanted to terminate our working relationship because I got sick of waiting and I no longer had confidence in him or his crew. I hired a new company to redo the work which includes, ripping out the shower and re-installing it with a new one, reinstalling the vanity, and reinstalling the bathroom floor. I don't think it's fair that I paid $7950 to only have a light fixture and part of the floor completed. It's going to cost me at least $9163.78 to fix the work that Andy's crew did. I asked Andy to credit me $4,000 and he said he wouldn't. I want some of my money back!

  Business response

  12/06/2023

  SEE ATTACHED FULL BUSINESS RESPONSE.  PARTIALLY TRANSCRIBED BELOW BY BBB:

  To whom it may concern: 

  ****** ******, entered into a contract with Leone Plumbing, to do a partial remodel of 1st floor bathroom. See  enclosed copy of detailed contract. See attached ref: *********** 

  The contract details what she had selected: The main selection was a 3-piece fiberglass shower, vanity, & new  flooring in bathroom, mudroom, laundry, and hallway to front door. 

  Upon Mrs. ******’s authorization of the contract including the work described above for total contract of  $ 15,900.00 and deposit of $ 7,950.00 was received. Materials were ordered, and work was scheduled and  completed. Upon the shower being used a small leak developed, coming from where shower and shower door  meet the wall. We immediately sent a technician to investigate. These types of showers are adjoined together at  the seams and require silicone as a final water proofing from shower door to base, shower door to wall, and in  between the shower seams. Therefore, it is not uncommon to have a leak whereby it can usually be sealed/fixed  with a bit of silicone. Which we attempted and it still leaked. We then continued our investigation and  concluded there may be a defect in the fiberglass shower itself. We contacted the manufacturer, and they require  one of their reps to meet one of our techs on site to show them the problem. They also did the same tests. After  having us seal seams one more time, the manufacturer representative determined there was something defective  with the fiberglass shower and not the installation.  

  We explained this to Mrs. ******. We then offered to order a new shower and replace it upon arrival. At this  point she became doubtful as to the new shower also not leaking and was skeptical of everything. Suddenly  everything we did in the bathroom and some of the flooring had “some kind of problem”. We again explained  that it is fully under warranty and if the new unit leaks, we would be obligated to change or fix. In addition, sent  techs to do paint, trim and silicone touch ups to satisfy her concerns (all under warranty), which she was satisfied with but still very doubtful of the fiberglass shower. As additional compensation for her patience and  inconvenience, we then offered to upgrade the shower to white tile (at NO additional cost). See attached Ref:  ***********

  Mrs. ****** was very happy at that suggestion. We sent a revised scope of work (AT NO EXTRA COST). See  attached revised proposal restating the exact same proposal with the only change being the tile shower instead  of the fiberglass shower, as previously selected. The revised proposal showed the balance of original contract  still owed (again, NO EXTRA CHARGE). She proposed having us do the new shower as we stated but wanted  us to credit the balance of the ORIGINAL contract of $ 7,950.00. We again explained to her that her original  contract was completed, there was a warranty issue, we are willing to replace the shower with an UPGRADED  tile shower. But we are under no condition to honor and warranty or contract when a customer is NOT willing  to honor their end of the contract. 

  We strive to do our best every day to serve our patrons and when things go wrong, we will and have always  stood behind our work. In this case we have gone to great lengths to satisfy our obligations and honor our  warranty in addition to offering free upgrades. We simply can not offer a 50% discount off the original  contract.  

  Thank you,

  Andy Leone 

  President

  
  

  Customer response

  12/06/2023

  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, the issues with his response are below:
  
  1. Andy stated this in his BBB reply "We then continued our investigation and  concluded there may be a defect in the fiberglass shower itself. We contacted the manufacturer, and they require  one of their reps to meet one of our techs on site to show them the problem. They also did the same tests. After  having us seal seams one more time, the manufacturer representative determined there was something defective  with the fiberglass shower and not the installation."

  This totally contradicts the email where he stated this when I asked to be credited for at least the shower: "Nope, manufacture did NOT give me credit and because they could no find anything wrong and they wanted me to continue trying to caulk it and do things that would just waste time. I told them I was done trying to find the flaw. I asked them for a new unit and they were not giving me a firm answer. After the back and forth with them for weeks of waiting for answer.  That’s when I called you and asked what option you wanted and explained since you had been inconvenienced  and in order to move forward,  I  suggested to go with tile and new fiberglass base with Tile walls to as upgrade at my cost."

  Refer to attachment 1 to see the email where he states that there was nothing wrong with the shower.

  2. Andy states this in his response: "We again explained  that it is fully under warranty and if the new unit leaks, we would be obligated to change or fix. In addition, sent  techs to do paint, trim and silicone touch ups to satisfy her concerns (all under warranty), which she was satisfied with but still very doubtful of the fiberglass shower. As additional compensation for her patience and  inconvenience, we then offered to upgrade the shower to white tile (at NO additional cost). See attached Ref:  ***********."

  I didn't receive an amended contract until AFTER I decided to terminate our working relationship. I asked him multiple times for tile options with no reply. When he did reply, he told me that I needed to be patient. I was more than patient with him. The leak began at the end of May and come the first week of September, I still didn't have tile options. See attachment 2 that has proof of me emailing Andy asking for tile options with no reply from him. See attachment 3 that shows Andy finally sent me the new scope of work on September 8 after I fired him. (5 months since he began my project)

  3. I asked Andy for a breakdown of the cost of materials, so that I could try to figure out what would be fair for both of us. I am now aware that I should've received an itemized breakdown of materials and labor before the start of the job but I was naive in trusting Andy and his company. See attachment 4 where I asked him for an itemized breakdown of materials. The only thing that doesn't have to be ripped out and redone is the hall/mudroom floor. 

  4. Andy stated this: "The revised proposal showed the balance of original contract  still owed (again, NO EXTRA CHARGE). She proposed having us do the new shower as we stated but wanted  us to credit the balance of the ORIGINAL contract of $ 7,950.00. We again explained to her that her original  contract was completed, there was a warranty issue, we are willing to replace the shower with an UPGRADED  tile shower. But we are under no condition to honor and warranty or contract when a customer is NOT willing  to honor their end of the contract."

  I told Andy that I would be more than happy to pay the total amount once the shower was completed and NOT leaking. Reference attachment 5.

  I was more than patient with Andy and gave him AMPLE opportunity to fix the shower which he never did. I got sick of waiting for him to make me a priority. How long should I have waited? Another 6 months?! 

  Since Andy is now saying that shower was deemed defective, I think it's at least fair for him to credit me for the shower unit since I have to buy another one. I wish I knew how much everything cost but like I said previously, Andy never supplied me with an itemized breakdown.   
  
  Regards,
  
  ****** ******
  
  
  
  

  
  

  Business response

  12/20/2023

  BBB spoke to the business owner and the following was relayed:

  As I stated numerous times to her in the emails that she submitted to BBB, I did NOT get a credit from the manufacturer.  

  This customer still owes my company $7,950.  The total job cost to was $15,900.  She paid a 50% deposit.  She still owes me the other 50% payment.  The job has been 100% completed.  She has only paid 50% of 100% completed job.  

  I have previously offered to go above and beyond by offering to come and completely re-do the entire job if she was not happy.  I also offered to upgrade her tile, again as an above and beyond goodwill gesture.  Again, this job has been 100% completed and she still owes $7,950.  

  She has hired a 3rd party company to come and redo the bathroom already in the meantime.  I am not responsible in any way to cover any of that cost.  We completed the job that was agreed upon 100%.  Then we even made a goodwill offer of redoing if she wanted, which we never have done before.  As is evident by my BBB profile, I have never had a complaint before.  I believe that completing the job 100% and only being paid 50% AND still offering to completely redo if she wanted was more than enough. 

  No money is owed to her and no money will be given to her.  Please instruct her to pay her remaining balance of $7,950.  Thank you.  

  Customer response

  12/20/2023

  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.

  The shower that Andy and his company installed at the end of March leaked from the moment they stated they were done. It caused black mold in my bathroom. He said that he would replace it but once 5 months had gone by without Andy actually replacing it like he said he would and pushing my job off, I decided to hire another company to fix it. How long should I have continued to wait? I was more than patient with him.

  An unusable, leaking shower is not 100% completed! I do not owe him $7950 because as you can see in the attached email Andy states this:  "You are within your right to cancel if  you would like we will let you out of the balance of you contract and that would end our “working relationship”."

  If the shower was defective like Andy is now stating then the manufacturer should credit him and I should get that credit passed on to me. I want to state again, that my job was not 100% complete. On what planet would someone consider a brand new shower that leaks and causes mold complete? I'm not paying him another dime.

  In regards to him never having a BBB complaint. I'm shocked! The way that he has talked and treated me is appalling. I wish I never hired Leone Plumbing & Heating. 

  Regards,
  
  ****** ******

*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. ↩