Complaints

This profile includes complaints for RFG Plumbing's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  RFG Plumbing

  13007 Hylaand Side Rd. ESSEX, ON N8M 2X6

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  RFG Plumbing

  13007 Hyland Side Rd Essex, ON N8M 2X6

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:10/10/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  My friend recommended this company to help repair a heating leak in Unit 27 and replace several valves in Units 35 and 37.On September 5, 2024, their team came to Unit 27 and installed a cap. However, the leak persisted after they left. We requested that they return, but this never happened (though they did apologize for not coming back). Our staff had to apply raw tape to stop the leak. Despite this, we were still charged $165.For Units 35 and 37, they attempted to replace the valves but couldnt complete the job due to a tenant-related issue. They only checked the valve locations and assessed the work that needed to be done, yet we were still charged $****** total, we were charged $372.90, including tax($330+HST), for installing a cap that continued to leak and for simply inspecting the valves.We do not agree with these charges. They mentioned that $75 would be deducted from our next bill, but the issue is, if we dont use their services again, we wont receive the deduction. Therefore, we are requesting that the reduction be applied to this invoice.This morning, they called again and said they would be sending us to collections. Since my English isnt very strong, I misunderstood and thought they said correction, so I agreed.This afternoon, we received an email from the collection agency demanding payment, which I promptly settled.I saw on the Better Business Bureau (BBB) that RFG's hourly rate is $165 for a one-man job or $250 for two men. They only spent one hour here, so Im unsure where the $330 charge came from. I also checked at **********, and a 3/8-inch cap costs $2.57 + HST, so I dont understand the additional charges.Of course, they are free to charge their customers as they see fit, without resolving the issues properly. They can also send customers with differing opinions to collection agencies. Thats fine, I think its great. We wish them continued success in their business.

• Initial Complaint

  Date:19/07/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 contacted RFG Pluming on July 10, 2023 spoke with a gentleman and asked about their rate, I was quoted $165/hr. Then he transferred me to a secretary to book for an appointment. I hired them to do a job at my residence. On Wednesday July 12th, a young man comes in with a young female, do an hour work to install a bathroom sink faucet and a bidet. He could not install one of the bidet's because it had short PU pipe, was able to connect one bidet in master bathroom on a very tight PU white pipe at which he asked me to buy a 20 ft PU pipe to connect both bidet's properly. Upon leaving the house, he then charges me for TWO people. When I questioned the charges, I was told it took two people to do the job. I told him I pay what I was quoted for a plumber NOT plumbers and I'm not legally responsible for his apprentice. He charged me for supplies that I was not aware of. If you can't do the job by yourself, then don't, he did a lousy job and couldn't finish the other job. **** was belligerent and disrespectful who claimed he was the owner of the company and he will send it to collection if I don't pay. They mislead consumers and threaten collection if you don't pay ( I recorded the conversation). I asked how much experience he has, he replies seven years. considering his age, this kid needs business administration and professionalism training. Not to mention deceptive marketing and misleading consumers. I have tried contacting the office and spoke with ***** who claims he's the owner's son and it's a family business. I explained to her that I'm not disputing the invoice but the charges and please have the manager/owner contact me. They never contacted me to rectify the situation after attempted calls from me. ( I recorded all calls)

  Business Response

  Date: 08/08/2023

  RFG's Hourly rate is $165/hr for a one man job or $250/hr for a two man rate.  When **** was done the work he charged her for two people as we do hire apprentices and when possible allow them to help complete the work.  Our apprentice did one portion of the job while **** completed the other.  It was explained to the customer that had **** done the work himself it would have taken him longer and he would have charged her $165 for two hours of work totaling $330 so he decided to have the apprentice help so that the time would be cut in half and it would save the customer $80 in labour to charge a two man rate.  Any contractor charges for material on their jobs.  She did call the office and spoke with someone who attepted to give her an explanation to which she wouldn't let us get a word in. The customer wrote a review to which ********************** responded in a very diplomatic way and the charges were also explained there.  She was also contacted by the office manager as a follow up to the invoice to which the customer and another man on the phone at the same time were swearing and would not let the office manager give another explanation of why she was charged the $250 vs $330 if **** had done the work himself.  It's unfortunate that this customer wouldn't allow us to properly explain and just kept saying that she wasn't going to pay her invoice. RFG's policy is that any unpaid invoices do go to collections after 30 days and after we have attempted to reach out the customer to collect payment.  

  Customer Answer

  Date: 15/08/2023

  Good Morning and thank you for the response.

  That's exactly my point, they tell you they charge $165.00/hr on the phone when you acquire their services. Once they arrive at your home it's completely a different ball game, not to mention **** went into our basement without my permission and checked the entire house. I only found out when he tried to up sale me some pipes in the basement all needs to be replaced, I was in awe how did he know and when did he go there.  First and foremost, they never mentioned ANOTHER person or apprentice on the job before hand and they're not forthcoming with customers just to get the job then you get nailed with collections.  Please listen to the attached recorded conversation with **** after the service was done.  You can clearly hear him "threaten collection" and swears while I'm speaking while he's using the words:  " I don't give a SHIT". I'm old enough to be his mother, as disrespectful he was, he never ones let me talk, he kept on speaking over me.  Yet I continued to commend him for his work and argued about the amount that I was instructed to pay beforehand. It took them two hours to do the work because **** was training a student, that alone took a lot of his time. I would not pay for training and unlicensed apprentice, it's under the Minister of Consumer Affairs Act. 

  RFG plumbing never attempted to resolve the issue after so many failed promises and no calls. Please hear three recorded messages that I'm attaching. One with **** on the date of service, the second call was on July 12th with the office.  I was upset and threatened to write a review because of my experience, they could've answered my calls and tried to resolve the matter.  Then I called again on July 13th and spoke with ***** to no avail, they never called again.  WE never swear, it's **** with a foul mouth who swears and disrespect customers not me or my cancer patient husband he's too ill to respond.  Swearing is not part of this complaint, deceptive marketing is part of this complaint.  Let's keep it professional not misleading.

  I remain,

  Montana Hannona
  

   

   

  Customer Answer

  Date: 16/08/2023

   
  Complaint: 20339063
  
  I am rejecting this response because:

  Good Morning and thank you for the response.
  
  That's exactly my point, they tell you they charge $165.00/hr on the phone when you acquire their services. Once they arrive at your home it's completely a different ball game, not to mention **** went into our basement without my permission and checked the entire house. I only found out when he tried to up sale me some pipes in the basement all needs to be replaced, I was in awe how did he know and when did he go there.  First and foremost, they never mentioned ANOTHER person or apprentice on the job before hand and they're not forthcoming with customers just to get the job then you get nailed with collections.  Please listen to the attached recorded conversation with **** after the service was done.  You can clearly hear him "threaten collection" and swears while I'm speaking while he's using the words:  " I don't give a SHIT". I'm old enough to be his mother, as disrespectful he was, he never ones let me talk, he kept on speaking over me.  Yet I continued to commend him for his work and argued about the amount that I was instructed to pay beforehand. It took them two hours to do the work because **** was training a student, that alone took a lot of his time. I would not pay for training and unlicensed apprentice, it's under the Minister of Consumer Affairs Act. 
  
  RFG plumbing never attempted to resolve the issue after so many failed promises and no calls. Please hear three recorded messages that I'm attaching. One with **** on the date of service, the second call was on July 12th with the office.  I was upset and threatened to write a review because of my experience, they could've answered my calls and tried to resolve the matter.  Then I called again on July 13th and spoke with ***** to no avail, they never called again.  WE never swear, it's **** with a foul mouth who swears and disrespect customers not me or my cancer patient husband he's too ill to respond.  Swearing is not part of this complaint, deceptive marketing is part of this complaint.  Let's keep it professional not misleading.
  
  I remain,
  
  Montana Hannona

   

• Initial Complaint

  Date:11/07/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  RFG Pluming replaced our Kitec plumbing on May 26, 2023. Upon completion on Friday afternoon they left and our family went away for the weekend. We arrived home on Sunday afternoon to water leaking from our upstairs bathroom to the lower level bathroom and laundry room. Drywall and wainscoting was damaged on walls and ceiling, insulation was soaked. Vanity upstairs has water damages and vanity and countertop was damaged in the lower bathroom. RFG made two offers to make it right. The last offer was to reduce our invoice by$2000. We declined until we were able to get our own assessment of the damage. Our estimate to repair and replace damaged vanities is close to $7000. I shared the estimate with them and offered to pay the remainder of my invoice if full upon completion of the repairs. They are not willing to do that.

  Customer Answer

  Date: 31/07/2023

  Good Morning ***************************,

   

  I sent a follow up email to RFG Plumbing on July 24, 2023, asking for confirmation that they received our quote for repairs.

  They did respond with another offer, which I have attached. 

   

  We have not responded as we are looking for some further advice.

   

  Our concern is that their offer to refund our money and walk away, still leaves us with nearly $7000 in unexpected damages, as well as mould growth.

  We would like to have this addressed and have our rooms restored to their previous state.

   

  While we are not in a place to post negative reviews on social media platforms, at this time, we feel that our complaints to BBB and *************************** should not have to be retracted.  

   

  Any advice or update you can offer would be appreciated.

   

  Thank you in advance,

  Business Response

  Date: 08/08/2023

  RFG Plumbing completed the work Friday, July 26 around 5pm.  ********** was contacted around 530pm the same day as we have a record of when the follow up appointment was scheduled, to be informed that there was a leak.  The customer was going away for the weekend and informed our office staff that they didn't have time to wait for someone to come and look at the leak the same day.  They were then offered a time to come back and look at the leak first thing Monday morning after they were back from their weekend away.  I have attached a picture showing the scheduling of the follow up appointment on Monday, July 29th for 9:30am which was scheduled on Friday, July 26 at 5:31pm.  The customer was also asked at that time to turn the shut off valves off in the bathroom to which the response was "I don't want to touch anything".  Turning off the shut offs would have ensured that the leak stopped until we could get to their appointment on Monday.  We had two teams do follow up appointments to look at the damage.  There was existing damage to the waterlines which you can see in one of the pictures attached where the line has oxidized and turned green which happens over a long period of time, not over a couple of days.  Our plumbing team was also informed that there had been a flood in the basement when we observed that the carpeting was in the process of being replaced which would account for some of the damage in the basement bathroom. Our initial offer was to replace drywall and repaint and do the other repairs to which that offer was declined.  RFG Plumbing has been more than fair with trying to compensate this customer but are not willing to do a whole bathroom renovation due to previous damage that was observed before we intitially started doing any work.  We were also told that the vanities were custom made but they're regular vanities you buy at ********** with laminate top.  RFG Plumbing was not willing to replace things that had previous damage to them. RFG Plumbing as a final offer, offered to waive the remaining balance of the invoice which is $2776.37 and refund their deposit of $1850.91 totalling $4627.28. This offer was also declined.   

  Customer Answer

  Date: 17/08/2023

   
  Complaint: 20301202
  
  I am rejecting this response because:

  The statement provided by *** is not accurate.

  As noted, the work was not fully complete on Friday, July 26. The team left just before 5:00 pm. The tech on site did not have the valves with him to complete the showers.  A return on Monday morning was discussed and agreed upon. Arrival time was to be determined.   A text message was received Friday, just after 5:30 pm to confirm the arrival time of the team on Monday morning.

  There was no evidence of a leak on Friday when we left. There was no call, report or discussion of a leak on Friday evening.  The only communication at that time was to confirm arrival time Monday morning to finish the work. There was no offer to return on Friday evening, as the parts needed to complete the job were not available. 

  When we returned on Sunday afternoon and noticed the leak, we reached out to the plumber on site and he did not reply.  We also alerted our insurance company that there was an issue.  

  I cannot recall whether a call was made to the *** office on Sunday, however I can confirm that a call was made first thing Monday and photos were shared.  The plumber onsite could not have apologized more for the incident and assured me the company would make it right.

  When he arrived he asked whether we had turned the water off, to which I replied we were away all weekend, not until we got home, the damage was already done.  It was turned back on Monday am to shower.  

  When we had the company out for an estimate, there was no reference to existing water damage, in fact we have NEVER had a problem with water, until now.  I do assume there would be some natural wear as the plumbing is nearly 20 years old.  They assured us this was a straight forward job.  

  In the spring of this year, we did have an issue with our sump pump failing.  This resulted in water overflow to the some of the carpeted areas in the basement. This was reported to our insurance company when it occurred and photos were provided.  Water damage was contained to the crawl space where the sump is, as well as some of the carpeted area.  Water did not spread into the lower level bathroom and was not high enough to reach the vanity or baseboards. While not necessary, all carpet was removed in preparation to replace the entire surface. 

  There was a discussion about the bathroom vanities with ******* at ***, as I was asked to provide photos. I was asked about the cost of the vanities, because ******* said that she had no idea what the replacement cost would be.  I shared that the were installed by the builder at the time of construction and did not believe that they were very high quality.  She commented that she recently had her bathroom done, with a custom built vanity at a cost of nearly $1500.  I assured her that was not my expectation, as that is not what we had.  I suggested a replacement from *********** I assured her that we were not looking for a bathroom renovation, just an expectation to return it to its previous state. I shared my concern with mould as I have a severe allergy.  We could see it developing within a few days. 

  The first two offers from *** had been declined because it did not cover the cost of materials or the time needed to do the work.  My last communication with *** was after their offer to waive the remaining balance and refund our deposit, totaling $4627.28 was received. That offer was conditional on us rescinding our complaint with the BBB and Consumer Protection. I have been told that this is not possible. 

   In that communication, I informed them that we were seeking additional advice and would respond after that time.  

  *** had not responded to my BBB complaint initially.  I submitted a complaint to Consumer Protection 14 business days ago and have not received any further communication.  

  While I appreciate their offer, it is not enough to repair the damage caused. 

  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 28/09/2023

  I am interested in posting a resolution to this complaint.  
  
  We have been able to work with RFG Plumbing and have come to an agreement that is satisfactory for all. 

  Customer Answer

  Date: 29/09/2023

  I am interested in posting a resolution to this complaint.  
  
  We have been able to work with RFG Plumbing and have come to an agreement that is satisfactory for all.