Complaints

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• Initial Complaint

  Date:04/02/2025

  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 this company back on the weekend of July 6, on July 8 one of their ********s came and installed a new toilet for me, he was in and out in under 2 hours which should have my 1st clue of poor workmanship. I was hospitalized the next day and did not return home until July 27. About 2 weeks after I was home the toilet was taking a long time to refill, hours actually, I should say that it had seemed to me slower than normal before it actually stopped, I contacted them again and they sent a different ******** to see what was going on, this 2nd ******** discovered a blockage in the water in take valve, not sure if that was replaced at the time of the original installation or they just used what was there, ! asked if this was something that should be checked at time of installation and was told yes and that I would not be billed for the 2nd visit, much to my surprise I receive a bill for $349.74 for the 2nd visit that I feel I should not have to pay due to the poor workmanship on the 1st visit. I had already paid about ******* for the 1st visit. I am looking to have this 2nd bill reduced to $0.00. Let me know if further information is needed.

  Business Response

  Date: 19/02/2025

  Hi, yes we replaced ********** Toilet July 8 2024 with a toilet we supplied.

  Here are the notes from the technicians visit:

  "Remove and replace old toilet and bring to shop. Toilet was very loose and was leaking everywhere. Lots of mold clean as much as possible"

   

  Then we returned August 20 2024 to replace the isolation for the toilet this required a building shutdown.

  Here are the technician's notes from that visit

  Toilet valve closed on arrival. Found debris inside supply line. ****** shutoff tested and is leaking by, gasket missing. Replaced shutoff and supply line, fill valve working. Tested, no leaks.

  The isolation valve replacement 

  The quote for the initial toilet replacement did not include the valve replacement or a building shutdown. My plumber on the first visit did not notice that the valve was breaking down, if he did we would have quoted to replace it on the spot, during the first visit. The invoice for the second visit is reasonable in our opinion and has been overdue since August 26, 2024

  Customer Answer

  Date: 25/02/2025

  Complaint: 22896978
  
  I am rejecting this response because:
  
  If they had done a proper job on the installation and for me that should include checking the intake valve, I advised the toilet was the original that came with the unit, yes it was loose but there was not any water leaking, I am on the 10th floor of a 12-story building and if there had been water leaking it would have gone down to the below unit, which it did not, the 1st ******* even said he thought the new bowel was slow to fill and yet he did not offer to look at the intake valve, if this was an extra charge it was never offered to me as an option, nor was I told that checking the intake valve was not included. Not sure what you mean by building shutdown, each unit has its own water shut off valve as we have washer dryers in each unit, the water was shut off in only my unit only for both appointments.  The 2nd bill is absolutely NOT reasonable because if the 1st ******* had done a proper job, then I would not have had to call you back for the 2nd visit.  The 2nd ******* advised me verbally and I eish had recorded that I would not be billed for the 2nd visit as the job had not been done properly the 1st time
  
  Sincerely,
  
  ******** *******

  Business Response

  Date: 25/02/2025

  we have not been paid for this work. Our position will not change

  Customer Answer

  Date: 26/02/2025

  Complaint: 22896978
  
  I am rejecting this response because:

   

  I am standing firm on my decision as well and it will not change, your 1st ******* didn't do a proper job, the intake valve should have been checked, and it was not which resulted in the 2nd appointment, I have spoken to several other plumbing companies that are in good standing with the BBB and they all said checking the intake valve is part of installation process, especially if you see that the water is very slow to fill the tank.  I plan to give you a fail on the BBB site so anyone checking for a ******* will steer away from you as I will be if I ever need one again.
  
  
  
  Sincerely,
  
  ******** *******