Complaints

• Initial Complaint

  11/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  30 SEP 22: called and partial repair of leaky pipes by Sure Plumbing. 1 OCT 22: I called Sure numerous times of existing green corroded "S" pipe to water heater still leaks not fixed 30 SEP 22. Sure answered all phone calls but hung up before I could leave message. 3 OCT 22 Sure sent invoice # *****; $156.40 (**** labor) plus parts. 10 OCT 22: I emailed Sure pix pipe leaking not fixed & message problem. 12 OCT 22: **** email will return call if send voice message. 21 OCT 22 I emailed **** ref. leaving message & gave home phone # *************. 24 OCT 22 Sure repaired leaking "S" Pipe. I was working & 80-year-old husband didn't watch pipe repair. 26 OCT 22 Sure emailed invoice # *****; $101.23 (1 hour labor) plus parts. 30 OCT 22 I emailed Sure existing hot water shut off valve was removed at 2nd service call. 31 OCT 22 Sure email: not required to install so threw in scrap barrel to save time and money. I can pick it up. I emailed Sure: I will pick up but should have asked if we wanted it put on. SharkBite Water Heater Connectors used in residential and commercial applications to connect hot and cold supply lines to water heater and add option to shut off water supply at your convenience. Connectors are EPDM knitted with braided stainless steel. Available in ************************* and 24-inch length. SharkBite connection allows installer to connect to copper, PEX and CPVC tubing eliminating need for an additional transition fitting. (Old valve is in Sure Plumbing scrap barrel and I have to spend time and money for gas to pick it up from their shop). All of our pipes throughout our house have shut-off valves. Sure Plumber asked about shut off valve when replacing kitchen faucet. Their service and poor customer service is unacceptable.

  Business response

  11/18/2022

  EMAIL: **********************************
  TO: BBB OF ********* 11/17/2022
  ID # ********
  FIRST FEW PHONE CALLS FROM *********************************, SURE PLUMBING RECOMMENDED HE TRY A DIFFERENT
  PLUMBER, BECAUSE WE WERE VERY BUSY. AFTER SEVERAL PHONE CALLS FROM THE KURUZOVICHS
  SUREPLUMBING RELUCTANTLY WENT TO THERE HOUSE, APPARENTLY NO OTHER CONTRACTORS WOULD GO TO
  THERE PLACE.
  ON 09/30/2022 SURE PLUMBING WENT TO ************************ HOUSE AND REPAIRED ONE WATER PIPE
  LEAK AND REPLACED A KITCHEN FAUCET, THAT THEY PURCHASED ELSEWHERE. ***** TIME FOR LABOR WAS
  1.25 HOURS PLUS PARTS AND TAX FOR A ***** OF $156.40, WHICH IS 15 DAYS PAST DUE.
  ON 10/24/2022 SURE PLUMBING WENT TO ************************ HOUSE AND REPAIRED A DIFFERENT
  WATER PIPE LEAK. ***** TIME FOR LABOR WAS 1 HOUR PLUS PARTS AND TAX FOR A ***** OF $101.23, DUE
  DATE IS 11/24/2022.
  THE CORRODED PART WE TOOK FROM THE HOUSE (PICTURE ATTACHED IN EMAIL), WILL BE MAILED TO THEM
  TODAY 11/17/2022, SO ***** DOES NOT HAVE TO WATSE HER TIME OR GAS. WE TOOK IT BECAUSE WE DONT
  LEAVE GABAGE WE CUT OUT TO REPAIR LEAKS AT CUSTOMERS PLACES. *********** SHOULD HAVE KNOWN
  NOT TO TAKE IT BECAUSE OF THEIR APPARENT HOARDING DISORDER.
  SURE PLUMBING STARTED 02/21/2011 AND HAS NEVER HAD A SITUATION LIKE THIS BEFORE.
  IT IS OBVIOUS THEY DO NOT WANT TO PAY THE ***** OF $257.63, FOR THE WORK WE DID FOR THEM.
  THANK YOU,
  *******************

  Customer response

  11/21/2022

  my complaint 5 NOV 2022 to BBB with substantiating documentation regarding Sure Plumbing & Design, LLC. The second billing for $101.23 is due 24 NOV 2022. I am receiving over-due notification from the first billing $156.40 due 2 NOV 2022 with the potential of charging 18% interest rate after the due date. I need your assistance ASAP regarding this issue. I work hard to keep a good credit rating and to ruin it by a money hungry / bad service business (Sure Plumbing & Design, LLC) should not be acceptable by customers requiring a service. Your assistance in this matter is greatly appreciated. Cell phone: **************

  
  

  Customer response

  11/21/2022

  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.
  
  

  I attempted to email *************************** reference case number ******** at ************************************************ but email delivery failed. I submitted my complaint 5 NOV 2022 to BBB with substantiating documentation regarding Sure Plumbing & Design, LLC. The second billing for $101.23 is due 24 NOV 2022. I am receiving over-due notification from the first billing $156.40 due 2 NOV 2022 with the potential of charging 18% interest rate after the due date. I need your assistance ASAP regarding this issue. I work hard to keep a good credit rating and to ruin it by a money hungry / bad service business (Sure Plumbing & Design, LLC) should not be acceptable by customers requiring a service. Your assistance in this matter is greatly appreciated. Cell phone: **************

  
  

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

  Business response

  11/21/2022

  WE FIXED THE ***** THE KURUZOVICH'S CALLED FOR AND ALSO INSTALLED THEIR KITCHEN FAUCET. IF THE ***** ARE NOT FIXED, WE WOULD GO BACK, BUT THER ARE NOT MENTIONING THEY STILL HAVE *****. OTHER THAN THAT, WE ARE DONE WORKING FOR THE KURUZOVICH'S AND EXPECT PAYMENT IN FULL BY THE DUE DATE ON THE 2ND INVOICE 11/24/2022

                                                                      THANK YOU, *******************

   

  Business response

  11/28/2022

  TO: BBB OF ********* 11/24/2022
  BUSINESS REBUTTAL # ********
  SURE PLUMBING WAS CALLED FROM THE KURUZOVICHS TO FIX TWO WATER PIPE LEAKS AND INSTALL ONE
  FAUCET, WHICH IS COMPLETED.
  IF A CUSTOMER WANTS MORE WORK DONE, WE EXPECT TO BE PAID FOR THE WORK WE HAVE DONE BEFORE
  DOING MORE.
  THE KURUZOVICHS HAVE UNTIL 12/01/2022 TO PAY $257.63 (THAT IS ONE WEEK PAST DUE ON 2ND INVOICE),
  IF NOT RECEIVED, INTEREST WILL BE ADDED AND BOTH INVOICES WILL BE TURNED OVER TO TRI-STATE
  COLLECTION AGENCY.
  IT IS OBVIOUS THIS CUSTOMER SIMPLY JUST DOES NOT WANT PAY.
  
  THANK YOU,
  *******************

  Customer response

  12/02/2022

  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.
  
  

  That is TOTALLY NOT TRUE that we dont want to pay for services we receive.  It is not acceptable for a professional licensed plumber in the ****** ** area in service for years to be called TWICE to repair the same pipe above the hot water heater that was still leaking water after the plumber left and a customer must resort to a second service call before it was completely repaired.  In addition, the plumber asked if we installed shut-off valves when he replaced the kitchen faucet but didnt make sure there was a shut-off valve on the pipe above the hot water heater as we originally installed a shut-off valve.  Instead, the plumber removed the existing shut-off valve and took it with him which he resorted to mailing it back to us.  The plumber came the first time (30 SEP 22) and repaired only the top portion of the leaking pipe above the water heater.  The basement area for the plumber to work wasnt lighted very good so the plumber kept holding a flashlight while he worked which obviously would have been clumsy repairing pipes.  I left the basement to get a shop light from our shed for better lighting, but the plumber refused to use it indicating it wasnt necessary. 

   

  Saturday 1 OCT ***************************************************************************************************************** S portion of the same pipe that the plumber from Sure Plumbing partially repaired 30 SEP 22.  It was clear to see due to green corrosion and water dripping that it needed to be replaced but wasnt fixed on the first service call 30 SEP 22.  I left several voice messages with Sure Plumbing at ************** and played phone-tag on numerous occasions.  Their phone rang once, and I received several immediate hung **** resorting to email before I received an answer.  Sure Plumbing came for the second service call while I was at work.  My husband, ****** said he didnt go into the basement.   According to the billing statement Sure Plumbing and do-it-yourself videos using Pex tubing, and Shark bite fittings should have been simpler, easier, and faster to use due to push-to-connect fittings.  The shut off valve could be compared as simple as the old finger torture game; i.e. put fingers in and you cant pull them out.

   

  I am willing to pay for parts and only (1) service call (LABOR BB).  Meanwhile, there is still NO shut-off valve installed above the water heater.  It will eventually be an urgent item to have when water starts to leak again.

   

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

  12284 County Highway B

  ******, **  54656

   

  WORK:  ************ (6:00 am to 3:30 pm CT) Monday to Thursday

  CELL:  ************

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

  Customer response

  12/02/2022

  I was also wondering why Sure Plumbing pieced together so many short pieces of pipes when 1 or 2 would have worked better for less chance of future leakage..  A shut off valve is very important in this situation as it is on all of our faucet. 

  
  

  I have an excellent credit rating. Nobody likes to be taken advantage of for poor service. I am 70 years old and my husband is 80 years old. We are on a limited income causing me to keep working.

  
  

  V/R

  
  

  **************************;

*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. ↩