Complaints

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• Initial Complaint

  Date:01/09/2022

  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 contacted the company about a toilet leak issue/repair and it is now called The Refined Plumber which I only learned after reaching out. I was explained the assessment fee and a technician was sent to my home the same morning on Aug. 23, 2022. He explained the recommended work to solve the problem using their recommended parts, he provided the quote that I had to sign off on for him to proceed and I did sign. He used his parts but the leak was not fixed and he was not sure if it may also be from another source after attempting the work. Two other solutions were suggested, both were quoted quite high as well. One was a toilet rebuild with no guarantee again that the leak would be fixed. The second was to replace the toilet, they only carry one style/size and it would not fit in our space. I declined both options as not suitable. I contacted the office to settle the bill and I was expected to pay the full quoted amount despite the problem not being resolved and confirming that the two proposed options were not appropriate with respect to price with no guarantee and offering a product that does not fit in our space. The customer service person reported she spoke to the owner and a 10% discount was all that could be offered. I had her send me the invoice the next day. I also called to speak to the owner and she said she would have him call me, I have not heard from him. I explained I would be willing to pay for the technician's time but did not feel it was appropriate to charge the full amount in this situation. The invoice attached is with the 10% discount.

  Business Response

  Date: 20/09/2022

  On August 23, 2022, ***** called The Refined Plumber (known at the time as Best Plumbing Inc) to schedule an appointment for some toilet issues. The client told us they personally replaced their flush valve and that the toilet was now leaking as a result. We sent one of our technicians the same day. The technician diagnosed the plumbing issue and presented the client with 3 estimates, one to replace the fill valve, one for a toilet rebuild and the last was to replace the toilet. The client agreed and signed on to replace the fill valve. We completed the repair and noticed there was still some leaking. The technician then noticed a secondary issue, water leaking from the tank to the bowl, or possibly there was a hairline fractrure in the ceramic of the toilet. At this point he recommended that the best course of action would be to replace the toilet.  The client declined any further work at that point, saying the solution we offered will not work for them because of the cost and space restrictions. Client did not want to pay initially saying we did not complete the work she was being charged for. We did complete the job. We supplied and installed a professional grade fill valve and braided supply line for a standard toilet, including all professional labour. We offered to credit 100 percent of the incurred costs towards the cost of installing a new toilet either supplied by us or supplied by her. The client declined. We left. ***** had called to speak to a manager and explained the situation. I spoke to the owner and as we explained to her, we did the work she signed for but as a courtesy, I was able to provide her 10% off of her final bill. She agreed. We updated the invoice and emailed it to her with the new amount. Client paid. 

  Customer Answer

  Date: 20/09/2022

  
  
  Complaint: 18000903
  
  
  
  I am rejecting this response because:

  I was presented with one estimate upon initial assessment and was assured the better quality parts they offered would solve the issue. They could not proceed until I signed the estimate which was close to $600 to replace a flush valve and the water supply hose, already a high cost but at that point I was looking forward to having a working toilet.

  When the problem was not solved I was then offered the two other estimates: a toilet rebuild for $800 which would not with certainty solve the problem OR replace the toilet for $1600, the initial quote would be included in these estimates and not extra. I did not agree to proceed with those options. I did not refuse to pay as the technician does not take the payment. I contacted the customer service the same day to explain I would like to settle the bill but felt the full amount was not justified as the issue was not resolved. The toilet rebuild was not a guarantee and the only toilet option they offered was overpriced and too large for our space.

  I would have gladly paid for the technician’s time and assessment fee but the parts were of no use to me and the initial assessment was not accurate. I asked to speak to the owner directly and never received a response. I did pay the bill as I didn’t want an outstanding debt and hoped to have a correction once this could be further discussed.
  
  
  
  Sincerely,
  
  
  
  ***** ** *****