Complaints

• Initial Complaint

  07/26/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I called Steve’s plumbing the week of July 11 2022 concerning a leak in my garage. After a couple of different conversations we made an appointment for them to look at my leak and give me an estimate for this same week. They came and looked at the leak and told me they could repair it on Tuesday july 19 2022. They came to my home on 7-19-22. I left my key with my next door neighbor to let them in. They called me later that day and told me h the leak was fixed. I paid them over the phone with a credit card in the amount of $716. When I came home that night from work, the water was still in my garage. I called them and they came back the next morning and suctioned the water with a shop vac. The next evening the water was there again. They told me they didn’t know where the leak was coming from and that I should contact a masonry. I would like my $716 refunded since I hired them to do a job that they did not do

  Business response

  08/12/2022

  At customer's request we went to address a water leak and found the main water line shutoff valve was rotted off and leaking. Dan bid the job at $675.00 plus tax and credit card fee of 3%. The customer agreed to the bid price.
  We came back and did the work and fixed the leak per our agreement. Work included: moving washer and dryer, cutting out and removing leaky valve, after breaking the concrete around the valve with hammer and chisel. Also had to remove built-in pedestal for washer and dryer. We then replace the valve with a new one and check for leaks. We then put the pedestal back together and hooked up the washer and dryer.
  She called a few days later and said there was still water. We returned and checked over our work. The customer agreed that what we repaired was fine and not leaking. We also shop vacuumed the whole area to try and determine where the water was coming from. The concrete block in the middle of the room looked like it might be leaking or water may be running in around the foundation. We suggested she get someone in to check for a leak in her foundation, or maybe something else. There is a block in the floor of the same room with a seal around it that appears damaged and may be the source of the water. We offered to take a look at it but she said she would find someone else. We told her we would do it for no extra charge and again she said she would find someone else.
  

  
  

  Customer response

  08/12/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

  I have never said it was fine or that i was satisfied.  Sam texted my phone on Thursday, July 28, 2022 and told me that they would be over on the following Monday to take care of this.  But they did not show or call me back. I called *** ******** Masonry and **** ******** came to my home on Wednesday, August 10, 2022.  The concrete block that Steves Plumbing is referring to was completely dry underneath.  Luke lifted it up and it was very obvious it was not coming from the block of cement.  He found a tube that was connected to may air conditioner pump that was out of the drain hole and was running onto the concrete, which was causing the water issue.  It was a 5 second fix. 
  

  Although Steve's Plumbing did replace a valve, there was no leak in that area and I have no idea why they replaced it.  They told me that the valve was causing the leak and I believed them at the time.  I was at work and paid them with a card over the phone.  They called me and told me it was fixed and would not be leaking anymore.  I trusted that and paid them. 
  

  They did come back and use a shop vac for the water.  He told me it was not leaking and that it just needed suctioned up.  I believed them again. until I got home and saw the water was still there.

  I contacted them again and i received a text that they would come back on the following Monday but i have not heard from them since.
  

  
  

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

  Business response

  09/01/2022

  WE HAVE RECEIVED THE COUNTER RESPONSE FROM THE COMPLAINANT. WE DISAGREE WITH HER STATEMENT AND STAND BY THE FACTS AS SUBMITTED BY OUR EMPLOYEES.
  HOWEVER, IN AN ATTEMPT TO SATISFY THE COMPLAINANT AND BRING THIS MATTER TO A CLOSE, WE HAVE TODAY SENT HER A FULL REFUND.
  STEVE'S PLUMBING
  

  
  

*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. ↩