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:13/07/2023

  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.

  Saucier Plumbing was contacted by ***** ******** in April of 2023. We had leaking tub and shower faucets. We requested an appointment and were told nothing could be done for two weeks. We agreed and asked if they would be providing all the parts required for the job. We were assured we would be able to buy from them anything needed. Nobody from Saucier showed for the appointment. We called back and were rebooked for one week later. After showing up they asked a bunch of questions and said they expected to do a tub replacement. We told them we never mentioned that and they said they needed to go to some store before they were able to do the job. They did not provide any other details and left after being in our home for 15 minutes. They returned about 30 minutes later and left after another 35 minutes. They installed a drain and one sink faucet. We never received a bill until the end of April. On that bill they charged us for two identical drains when they only installed one and billed us for an hour and a half when they were here in total less than one hour.
  On May 2 we emailed the business outlining our concerns and they refunded the charge for the 2nd drain that was never asked for or installed. However, they refused to adjust the time charge. We booked for one hour and they were here for less than that. They say we are lucky we aren't being billed for longer because they sent two people expecting a tub replacement. We never ever mentioned anything like that. We asked that they stop the faucets from leaking. No paperwork was ever exchanged and nothing was signed.
  We are seniors and trusted their word and only desire a fair outcome.

  Business Response

  Date: 04/08/2023

  Plumbers response: We arrived on site expecting to install a customer supplied faucet for the bathroom vanity and to replace a shower valve. On arrival we discovered the customer provided a kitchen faucet which would not fit the existing vanity holes. When I explained the work involved to replace the shower valve, the customer said that would be too costly. I explained that I could just replace the shower cartridge, but would need to pick one up from the supplier. I advised if they wanted to save money they could purchase their own bathroom faucet to avoid our mark up, but they said they don't drive and for us to get one. After returning with the shower cartridge and the taps, we discovered that their 'handyman' hadn't glued any of the vanity drainage. After discussing this with them, we installed the taps and properly installed the vanity drainage. Time included with the trip to the suppliers was over an hour, but we gave them a break on the labour. 

  Management response: The leaking drain was never mentioned, until our service man discovered it himself when he went to install the faucet that they had just picked up from the supplier. They agreed to have it repaired, which required another trip to the suppliers because the chrome plated pop-up assembly also required replacing. This is not a stock item on our trucks, nor do we carry faucets on our trucks. We did provide the required parts needed as we said however, if 'special' parts are needed, the customer would have to provide that information in detail before arriving to the job. We billed them our 1 man rate after realizing there was a misunderstanding about the tub replacement. The plumbers work with helpers quite often, as was the case that day because they also had 'sewer' calls scheduled, requiring 2 men. There will be no billing adjustment. Thank you

  Business Response

  Date: 21/08/2023

  In the original complaint from this customer, they stated that we were there for 50 minutes total, and now they state 40 minutes. Our customers are advised that travel time is added to the cost. They were given the choice to pick up the faucet themselves, but asked us to do it while they were getting the replacement cartridge for the shower faucet. (We do not carry cartridges for every faucet manufacturer). When we returned, it was discovered that the drain under the vanity had to be completely replaced. The customer again asked us to fix it, however, again, the drain connection for the sink is not a stock item on our trucks. (There are literally hundreds of choices and styles of P.O.'s for lavatories). This required another trip to the suppliers. Had they mentioned the drain when we left for the taps, it would have saved a trip to the suppliers. The double billing for the lavatory part was corrected immediately. In short, there were two trips to the suppliers, each one being a minimum of 10 minutes each way. 

  Customer Answer

  Date: 21/08/2023

  
  
  ********** ********
  
  
  
  I am rejecting this response because: 
  
  they need to accept responsibility for some of the confusion. If this goes to litigation they have nothing in writing. Their workers lef:t here just once despite their new claim that they went twice to the store. *** **** ******** ** ******
  
  Sincerely,
  
  
  
  ******* ********