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:11/08/2022

  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.

  On Friday July 25 I had a visit from *** the plumber from Northstar.
  Entered our home would not talk, barely gave us his name when we asked ,had a very sour attitude towards us for whatever reason we did not know. Was obvious this man did not want to be doing the job of Changing 2 cartridges on our ******** ******** taps ,rather he told us that ******** ******** taps are junk and we should buy a set of **** taps . Then he proceeded to show us that on one handle he snapped off and broke. We said ok and went and bought a new set of **** taps and called back to Northstar and told them the taps where in and they could come back and instal them. On 8/5/22 *** the plumber shows up again just as miserable as the first visit and did not say one word walked upstairs and proceeds to change the taps. Less then an hour later he walks outside to his truck gets a bill clip board comes back in the house and starts writing our bill. Doesn’t even show me the new taps or say one word so I went upstairs looked at the taps tried them and noticed the left handle was loose and totally off centre from the right side. I mentioned to *** if he could please take a look and tighten and centre up the left side with the right it. *** got angry instantly shaking his head in disgust etc… we where afraid of him. He was going off on us saying we where going back in the clock he would have to start a new bill etc…very unprofessional and angry at my wife and I. I politely said *** you can’t say the job is done and leave it way you left it with a tap loose and crooked.. He said the holes where drilled incorrectly my hands can’t fit up there etc etc…and we were scared of him. He stomped back off into the truck got a tool and fixed it after he again yelled “Your going back on the clock etc..” he tightened it in 5 minutes then charged us for an extra half hour labor $75.00 and took my old tap set with and charged us $470.00 and abused us verbally and left and the pea trap leaking also. Not proper.

  

  Business Response

  Date: 16/08/2022

  *** has many repeat customers and many 5 star reviews.  He's been in the plumbing service industry for most of his adult life.  In our opinion, this customer was not happy with the total cost of the repair.  We are upfront and honest regarding pricing and find this complaint to be invalid.

  Rob's event timeline:

  8/16/22 
  In response to Service call at **** ***** ****** on July 25, 2022.
  I did enter home and I did say hello as I always do. I also put on boot covers to protect floors. I did talk or I would not know he recently retired . His wife was not present she left shortly after I arrived . He offered me drinks on multiple occasions and I declined as I do at every home as I do not eat or drink in a customers home. I did attempt to repair his ******** ******** widespread faucet and I did ask him the age of the faucet and determined it was well over 20 years old. As repairs were attempted the cold side handle completely broke off in my hand . At this point I let the customer know it was recommended he replace this faucet due to age. I never once said ******** ******** faucets are junk. I simply said this faucet is worn past repair and he agreed and I recommend he purchase a **** faucet. I put the handle
  back on the other side of faucet to allow him to have use of faucet until it could be replaced. He agreed and I set up a future visit.
  
  
  If I was so rude as he states why would he have me return to his home and why would he not request a different plumber? 
  
  
  I returned on 8/5/22 and proceeded to remove old faucet which he had tried to do but was unable. If I was so miserable as he states once again why have me continue to stay and work in his home. The faucet had to be cut off of the sink due to corrosion and age. As far as time I set my clock on every service call I attend and always have to avoid and conflicts on time spent. It took over and hour and 15 minutes to remove the faucet and install
  the new faucet as well as a new clicker pop up assembly. I informed the customer I would not be using the plastic pop up supplied with the **** faucet due to the fact his sink had no overflow and the pop up had to be modified to cover the drain holes in them. When I was done I did show him the new faucet and he was at the sink with a tape measure measuring from the wall to the handles. He said “ this one is about 2 1/4” and this one is 2 1/8” and this one I’m worried will be pushed back.” I did tell him we did not drill the original holes in cabinet and it may be hard to perfectly align but I did retighten and straighten the handle as he requested. We did talk or I would not know he has 5 grandchildren that are rough on the faucets and he said his wife and the grandchildren are rough on the faucets. I showed him a **** handle can easily be turned with a single finger . At this point he was happy and I went to get the bill. 
  
  
  This is where he became abusive to me, not the other way around. As a note his wife was not present for either of these service calls I’ve never met her except when she left during first call. When I totalled the bill and told him it would be 470.00 he became quite agitated and started yelling. I explained the bill included the initial service call and this service call as well as parts and tax and that I applied a Senior discount. He was irate that he had to pay for the initial call. I explained that it was a service call and we should be paid even though we could not fix his problem and it needed replacement. He said Joes Appliance does not charge him if he needs parts at which time I told him this is a matter for the office and himself . He handed me his card and I completed the bill which he signed . 
  As far as parts taken the faucet was cut into pieces and the pop up is only good for and ******** ******** faucets as the braided lines were all old. These lines are supplied with a new **** faucet. This customer did not feel he should have to pay the first service call at all and this is where this fabricated story about my professional attitude comes from. 
  
  
  ****** ******* 
  ******* *******
  ******** ******** ***
  *** ******
  ********* ******** 
  ************
  **** ****** ***
  ******** **
  *** ***
  ************************
  
  
  

  
  

  

  Business Response

  Date: 24/08/2022

  Mr. ********* has gone through great lengths to damage the reputation of our company via social media and reviews.  We stand behind our initial response and will not be bullied to adjust our invoice.  

  Customer Answer

  Date: 24/08/2022

  
  
  Complaint: 17703776
  
  
  
  I am rejecting this response because: Northstar as a company and the people involved from *** the plumber to **** the owner and the office manager I think her name was ****** are  not honourable to the incident and never made any effort to at least call me and discuss as I had  requested originally. In all my years of being in business in Windsor have I ever not tended to a customers issue unlike how I was treated. I asked for the owner to please call me on three occasions and I was lied to that he would call me and basically ignored . BEING MISTREATED as such disperses nothing less than going to great lengths to forward others who more then likely will encounter the same abuse and being taken advantage of as such. Overcharging someone as I was is wrong and a simple phone call fro owner **** could have rectified this I think. You are not a responsible group to deal with and I am sorry I ever called you. You may have ripped us off for the extra half hour labor $75 to tighten and straighten the loose tap that plumber *** overlooked mistakenly I assume (maybe not) but it will cost you more in the end . Your choice to be such a dishonourable group. Terrible business people and in my 47 years of doing business in Windsor I would never treat a customer so bad. Have the owner call me.

  I Remain , 

  
  
  
  Sincerely,
  
  
  
  Eugene *********