Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:25/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called Benner Plumbing on July ** for a water leak in my furnace room. The plumber asked where my access pipe was. I did not know but said there was a soft spot on under my carpet in the main living space in my basement. I gave him permission to cut into the carpet. It was not there. The plumber charged me $*** to use a camera to locate the line and said it was under the carpet on a diagonal in the hallway. He augered the line and repaired a leaky toilet I also had.I was billed $******. I paid it that day. Water continued to leak, so I called Benner back on July **. The same plumber said he would have to rip up the carpet in the hallway to get to the access line. I agree based on this information; however, I expected a small cut into the carpet. Instead, he cut a crooked line down the centre of the hallway carpet and ripped up portions of the subfloor. There was only wet cement under the carpet. He said he may have to come back and jackhammer the floor to get to the main line. The next day, I found my access pipe in my storage closet which is directly adjacent to the carpet that was destroyed. I called Benner and the man who answered the phone told me that they find main lines in all types of weird places, including under a bed. This upset me as I felt that the Plumber should have been able to find it as it is visible once you open the hall closet.The water continued to leak, and I found it coming from my hot water tank, which is directly located behind the floor drain on the wall closest to the carpet that was wet. Benner Plumbing admitted fault for the carpet but agreed to provide carpet that does not match mine. They refused to provide a refund for services that werent provided. I ended up paying another plumbing company $***** for the inspection, removal and replacement of a water heater. Had I not called Benner, I would not have damaged carpets and extra costs for the water leak.

  

  Business Response

  Date: 13/09/2023

   

  Was there some errors onsite, yes there was some oversite on the drain tech's part. There have been a couple offers to help with these short comings (ie: flooring estimate done by us) to replace the carpet as well as a refund to move

  forward. The only thing that we said we couldn't help with was the moving of any furniture and or compensating for here day off, at that point she was instructed to contact insurance and our insurance could help make this situation go away.

  Yes this was short a concise, because the conversation wasn't moving forward in a positive fashion.

  I'm happy to provide a refund for the requested amount. I'm even happy the help with the repairs! If the homeowner will provide the estimate for repair then we can move forward. 

  Please don't hesitate to call the office. ************

  Customer Answer

  Date: 21/09/2023

  Hello,

  I wish the complaint remains open until the business has compensated me for the damages. The response the company provided does not represent the prior  conversations we had where he refused to provide me with both a refund for the cost of the invoice AND the damages for the floor. I received a cheque in the mail for the refund but I have not been compensated for the damages to the carpet. I understand that the business has expressed they will assist, but this issue is not resolved and should not be closed until I'm able to provide an estimate for the cost of repairing the carpet and I receive compensation for the cost of the carpet. I would not have made a complaint to the BBB if the company had owned up to its responsibility in the first place. 

  Thank you,

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

  Customer Answer

  Date: 16/10/2023

  Hello - I was able to get a quote for the damage to the carpet and I sent it to Benner Plumbing and they agreed to pay the invoice. I will be booking an appointment as soon as possible. Thank you