Complaints

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• Initial Complaint

  Date:25/10/2024

  Type:Billing 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 hired this company to fix a shower that wouldn’t shut off back in January or February. They came to the house and called me advising they had fixed the issue. When I got home that day the water was still turned off at the source. I turned the water back on only to discover the shower still would not shut off. I called the company back and they were shockingly rude, but did send someone back with no apologies. He came back, begrudgingly fixed the issue saying that the part he had replaced when he was here was a faulty part and needed to be replaced again. After he had left I noticed the shower plate was not tight as it was before he’d been there. Upon taking it back apart (as I had already done before they came), I noticed that there was a part of the assembly missing. I contacted the company but they were unable to find the part. They told me if I could find the part, they would cover the cost and take some off the bill for the trouble. I have been unable to source a part and emailed her a couple weeks ago telling her I haven’t been able to find it. There was no response from the company to my email. Now they have sent the bill to collections in the original full amount, despite advising they would alter the original amount. I do have email documentation of some of these conversations if needed.
  
  Thank you for your help!

  

  Business Response

  Date: 15/11/2024

  Hello, we initially went out to M** ********'s house Friday, January 19th, to investigate a water pressure issue she was having with her bathtub faucet. My plumber determined that the problem was caused by hard water built up on her faucet and recommended her to either replace the faucet or to soak it in CLR. She didn't want to replace it and decided she would try CLR. The following Monday she called in to complain that the plumber had re-installed the faucet crooked so I sent him there again at no extra charges to remedy the situation. When my plumber got back he informed that she had obviously played around with it as it wasn't as how he had left it, she also admits this in her complaint to you.

  We didn't hear back from M** ******** until February 28th by email saying that she had just received our bill and was inquiring about payment method while also mentioning something about this "missing part" for the first time. Bare in mind this is almost 6 weeks after our initial visit. She says she will pay the invoice but wants her missing part back first. My plumber doesn't recall taking a part back with him and it's not usually our custom to do so but we give her the benefit of the doubt and go get a piece that we think would be what she's talking about. After getting the piece, we inform her that we have it at our office if she wants to come pick it up. She came to pick up the part on May 10th only to get another email on June 4th saying it was the wrong part. At this point, we jus informed her to go buy the missing part and we would take off the cost from her bill. 

  After several attempts to get this resolved, we basically just told her we would be sending this to collection and this is where we stand.

  Regards,

   

  K**** ****

  Vice-President

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

  Customer Answer

  Date: 18/11/2024

   I am rejecting this response because:
  
  
  The original reason the company was called was because the water faucet would not turn off. They determined the issue was actually the shower cartridge which they replaced with a faulty part. The use of CLR to clear buildup and increase water pressure was a secondary issue. The reason they were called back is because the issue wasn’t fixed and the faucet would still not turn off after their repair. They came back and advised the cartridge they installed was faulty and replaced it again. 
  

  The shower system was left out of place so I did ask if he could come look at it again. I also noticed the faucet area seemed loose and not sealed. I did take it apart again to figure out why several weeks later which is when I realized there was a part missing. I contacted the company to let them know.

  They never offered to send someone out to take a look and told me rather to find the part and replace it.

  I am finished dealing with this company as it is very clear they are not interested in working with me or even fixing the job they did. The lack of customer service is downright shocking.

  I will pay the invoice as this is no longer worth the frustration.

   This company should be downright ashamed of themselves. I cannot possibly imagine treating a customer this way.