Complaints

• Initial Complaint

  05/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Monday January 29, we contracted with S&D plumbing to replace our sewer line. In the process of removing the toilet, the toilet was dragged across the tile floor and no protection had bee placed down. This resulted in chipping and damaging the tile on a good portion of the floor, as seen in the photos attached. It was determined that the tile could not be repaired and would need to be replaced. Once this was determined, we began communication with S&D Plumbing regarding the repairs right after the job finished, approximately February 9th. It took almost a month of phone calls, near the end daily phone calls on my part, before they sent out a repair company to provide an estimate. (Calls were made several times throughout the months of February and March) On March 6th the restoration company finally reached out and scheduled a visit to assess the damage. Once the estimated cost for repair was provided to S&D, that was the last I heard from them. I continued to call S&D throughout mid-April, each time with another promise that the manager will call me back tomorrow, call me Monday, etc. I have given up trying to get a response from them. I've never received a phone call from them, and I suspect I never will.When I followed up with the repair company they stated that S&D contacted them and informed them "the customer won't be moving forward with any repairs at this time". This is untrue as I very much would like my floors repaired but am now on my own to sort this out. They are operating a deceptive and dishonest business practice. Their website states in several locations that they have a 100% customer satisfaction guarantee. In order to be satisfied, I am seeking either repair/replacement of my floor or a refund due to being unsatisfied. With a refund i will be able to coordinate the repairs myself.

  

  Business response

  06/19/2024

  This is my third attempt to respond.  I attempted to attach the email chain between our office & ***************** as proof that the issue had been resolved.  The flooring was accidentally scratched when the toilet was pulled.  S & D Plumbing was contracted to replace the sewer line & the toilet had to be pulled to test the system for inspection.  Once it was discovered that the flooring was scratched, S & D Plumbing sent a restoration contractor, ***************** to assess the situation.  The representative met with the male homeowner, ***** who stated that he did not want to follow through with their recommendation to replace the flooring because the scratches were minor.  S & D Plumbing would like to offer a second chance to have the flooring replaced by ***************** or if that is not desired, submit a quote from the original contractor to replace affected tiles, or a $500 one time payment to the homeowner for the accidental damage.  S & D Plumbing has the highest standards in the industry & wants to please each customer.  Again, we were unaware that the customer was still unhappy until notified of the complaint.

  This is a copy of the remedy suggested:

  Just wanted to give y'all a quick update regarding this project. Our subcontractor,*****, assessed this project. He stated that the tile flooring had very recently been installed by a separate contractor. Due to the type of tile that was installed, we can't just replace one, and the whole floor would need to be replaced, as well as detaching and resetting the vanity, toilet,baseboards, etc. He also stated that this tile is one that scratches very easily, and would more than likely happen again at some point in the future. He did mention that whoever laid the tile in the first place did an extremely good job.
  
  The client still has all of the information as to where he bought this tile as well as all of the purchasing information, so there should not be any problem with purchasing the tile. 
  
  Upon explaining the process to the client, ***** stated that the homeowner did NOT seem interested in what will be needed in order to fix this issue. 
  
  We believe that we have 3 options regarding this matter. 
  
  1)We can replace all of the tile in the restroom per *****'s recommendations (****** will attach a quote to this email thread once it has been received from *****. We are expecting the estimate to be completed possibly on Monday). 
  2)The original contractor who replaced the tile may be able to give a quote for a repair, or may possibly be able to successfully repair just the tiles that are scratched (this is very unlikely)
  3)IF the client does not wish to proceed with any repairs recommended due to having to remove and replace baseboards, vanity, toilet, etc., then no action will be needed at this time. 

   

  In a later email - he confirmed that the customer declined - 

  Customer response

  06/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this proposed resolution is satisfactory to me. I would like the business to contact me in the next 5 days to discuss how to move forward. My preference is to get a quote from the original contractor to complete the repair. 
  
  Regards,
  
  *************************

  Customer response

  10/08/2024

  Complaint: 21712169
  
  I am rejecting this response because the business continues to be no responsive. A quote for repair was sent in July. I was told it was sent to their insurance company but havent heard back since. I emailed asking for an update 9/24 with no response. Since the business has not honored their original agreement I would like to reopen.
  
  Regards,
  
  ******* *****

  

  Business response

  11/21/2024

  According to the owner of our company, our insurance provider settled with this customer and this case should be marked as closed. Thank you!

  Customer response

  11/22/2024

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

• Initial Complaint

  05/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received a Demand Letter from S&D Plumbing dated March 2, 2023, threatening to send me to collections if I did not pay $366.13. I was confused because the last work S&D Plumbing did for me was back in Oct./Nov. 2021. At that time, S&D was paid over $38,000.00 to do various plumbing work on a renovation job which included removing and replacing ALL the old cast-iron pipes in our house. At that time, when the City inspector came to sign-off on the seal test, the test failed. Come to find out, they failed because S&D did NOT remove and replace ALL the cast-iron piping as they had been hired to do, and the piping they left was leaking. S&D told me that the inspector would come back the next day but I had to pay S&D another $1,000 to remove the leaking pipe. They had me over a barrel, so I paid it to get the work done and to pass the inspection. Then, nearly a year-and-a-half later, without any further communication from S&D during that time, they send me a Demand Letter threatening to send me to collections if I don't pay $366.13 (less than 1% of the total amount I spent with them). I called S&D's billing department and I was told they were going back through their system and that it showed I owed this much and that "every ***** counts." I paid it because I didn't want to be sent to collections. So, in summary, I wasn't happy with their work to begin with but I was willing to leave that be. Then they come back a year-and-a-half later demanding more money and threatening to send me to collections without any communication in the interim. That is ridiculous and no way to run a business. They should have just written off the $366.13. But their strategy worked. They got it from me. And I guess "every ***** counts."

  

  Business response

  05/23/2023

  Hello, *******:

  I do see that you paid the balance owed for installing a kitchen faucet you provided, see attached signed invoice for work you approved during or after the tunneling job was completed. This work had nothing to do with the tunneling contract.  The letter was sent after multiple attempts to reach out to you with no response.   You requested the bid for the work completed on the attached invoice which you then authorized to be completed. All charges are definitely within reason - the faucet was actually installed at a discounted rate.  We strive to provide 5 star service and sincerely wish to satisfy you and earn your business.  We never heard from you either to complain or pay the invoice in full. 

  We would like to offer you a complimentary safety inspection as well as a standard water heater flush in attempt to win back your business.

  Customer response

  05/23/2023

  Complaint: 19995934
  
  I am rejecting this response because:
  
  The business claims they reached out multiple times with no response, which is false. When I reached out to their office after I received the demand letter threatening to send me to collections a year-and-a-half after the work was done, they admitted that they hadnt been trying to collect the amount until they just recently updated their financial system/policy, so I didnt realize there was any amount still outstanding. S&D claims to be so customer service oriented, I was really hoping they would simply admit they handled the situation badly and apologize. Apparently that is too much to expect. Instead, their response is untrue and blames me. Truly unfortunate. 
  

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

• Initial Complaint

  02/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  12-29-2022 $1058.55 Amount Charged Replace 3 shut-off Valves Overchage of labor Business had not contacted us. We have tried many times to contact the Co.Invoice # ******** we were charged for 3 hours of labor. ******************* told us the work could be completed in One hour to replace all 3 valves but he completed the work in ***** minutes but we were charged for three hours. Most of all they have been unprofessional in not calling or communicating with us . We have tried for to contact them and have not received any response.

*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. ↩