Complaints

• Initial Complaint

  08/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/25/22, Knotty Pine Construction (KPC) was dispatched by Choice Home Warranty (CHW) to repair a running toilet & broken shower diverter. I paid my service fee of $65; the running toilet was repaired but the shower diverter was not as the plumber broke the entire faucet. They advised they would turn in a replacement to CHW as it now couldn't be repaired. I was never contacted by KPC regarding the replacement. I left several vm message but they never returned my calls. I contacted CHW & was advised the request was not received & they couldn't take the information from me, it had to be from the contractor. After several months, *** advised me to request a new service call for the broken diverter. KPC was dispatched again for repair of the shower diverter and I again paid my $65 service fee. The plumber who came out, it would have to be replaced & I would be contacted by someone in KPC's office. I received a call from KPC stating the claim had been denied due to neglect and misuse. I advised the girl at KPC what had happened, KPC should be held responsible as they were the ones who broke it, she stated understood but had only been employed by KPC & would have her manager call me. Needless to say that never happened. I filed a CHW claim appeal; however, it was denied due to language in my policy (neglect & ******* ************* KPC broke the faucet while trying to repair, CHW is not responsible for any damages the contractor's does.*******, with CHW left several messages for KPC while I was on hold hoping to reach them. He also left a message for them in the contractor portal but it was never answered. KPC should be held responsible for the replaced and installation due to their plumber breaking the entire facet and should refund the second paid $65 service fee as if they would have done what they were supposed to on 09/15/2022, a second service call would've been unnecessary. I have before and after pictures to prove this complaint.

  Business response

  10/11/2023

  In September of 2022 we received a claim from CHW for this customer, on the claim submitted by the customer to her insurance company, she stated that the toilet was continually running, and the shower diverter was broken. It also states that the last time it was working was 08-31-2022. When we sent our plumbers out, we submitted a diagnosis to do a toilet rebuild to fix the toilet running which was approved, and to replace the diverter which was denied. When we received the second claim , it states the last time it was working was 05-08-2023. We went out to the customers house on 05/31/2023 the diverter was still broken, so we submitted a diagnosis for the faucet to be replaced which was denied by the insurance company. We have not received any other calls or voicemails from this customer or CHW regarding this issue.

   

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

  Knotty Pine Construction

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

   

   

  Customer response

  10/12/2023

   
  Complaint: 20508119
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Customer response

  10/13/2023

  The master bath faucet worked but only to take a bath before Knotty Pine Construction come out in September 2022.  In their attempt to fix the shower diverter, they broke the entire faucet, leaving the bath not functioning and unable to use it.

  PLEASE NOTE:

  I never received a denial from either Choice or Knotty Pine for the September 2022 service call & when contacting Choice, they advised there was no report from the contractor to request for approval to repair the diverter.  

  When ******* from Choice contacted Knotty Pine, in June 2023, it was a 3-way call & he did leave a voice message for them.

  The reason the date of *** 2023 was used for the *** 2023 service call was the *** at Choice advised me to use *** 2023.

  Knotty Pine Construction broke the entire faucet in their attempt to repair the diverter and therefore, be responsible in replacing the faucet as it no longer was operational.

  They are responsible for the broken faucet.

   

  Business response

  10/25/2023

  On 9/25/2022 Knotty Pine Construction took a work order 171759600  for *********************** . Work order stated that the toilet continues to run and Shower diverter was Broken. As per her Contract with Choice Home warranty she had a service call fee of ***** which she paid. We determined the toilet needed to be rebuilt and we also took apart to see why the diverter was broken because most of the time it just came unhooked but due to the state of the faucet and the corrosion the faucet broke and could not be put back together which is what sometimes happens when working on old faucets . As being the technicians for Choice Home warranty they require that we take apart the faucet so we can determine what is wrong . we sent in for a new faucet and to rebuild the toilet. The faucet was not covered but the toilet was so we fixed the toilet.  When customer contacts choice with in 30 days saying the job that was covered is not working correctly we will come back for free to fix the covered item. If the Item was  not covered it is not warrantied.  Customer called back in May  of 2023 and made a new claim and Choice Home warranty determined she should paid the second service call fee due to the faucet not being covered on the previous claim in September.  We came out again  collected the fee as we was instructed by Choice Home warranty and put in for a new faucet again and it was denied again. Knotty Pine Construction is not responsible for the replacement of the faucet . the service fee is determined by Choice Home warranty and the customers contract with them  not Knotty Pine Construction llc. 
  

   

  Thank You

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

  CFO

  Knotty Pine Construction LLC

  Customer response

  10/25/2023

   
  Complaint: 20508119
  
  I am rejecting this response because:
  There was no reason whatsoever for the technician to take the faucet apart as diverter was clearly broken.  One of the technician stated he would have to go through the wall in order to try and repair it.  It was obvious he didn't even know how to try and repair because I had to show him the access point on the back on the faucet spout.  He then said he would try and repair.  Five minutes later, he came and told me, he broke the faucet spout and it would have to be replaced.  The technician admitted he broke it and there was also no reason for him to try due to the diverter was obviously broken and didn't come unhooked.  Knotty Pine Construction is liable for the broken faucet as their technician admitted he broke faucet spout.  Knotty Pine Construction should take responsibility for the actions of their employees.

  
  Sincerely,
  
  ***********************

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