Complaints

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• Initial Complaint

  Date:25/08/2022

  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.

  ****** plumbing was contracted to install a toilet, shower, washer/dryer, sink, and subsequent plumbing in an entirely unfinished basement.
  
  Over the course of their work, they caused $2500 in damages, and have refused to come finish the job. We have contacted them multiple times; they have stopped answering calls. In May of 2022, they assured us they would send a technician to review the damages and create a solution. This never happened. The work is incomplete, poorly done, and their presence in our home caused additional damages entirely unrelated to the work they had been contracted to do.
  
  At this point we are not willing to have them complete the work given the damage they caused. Two different technicians ruined a brand new vanity (water damage), plumbed under the framing of the ceiling, and damaged two unused/brand new washer/dryer machines by using them to climb on top of/as "stools"/jumping onto and over them. We found that this was ludicrous conduct given that simply moving the machines out of the way (for which there is indeed room) would have avoided this issue altogether. We have still other examples of unprofessional behaviours and would love to speak to someone/have this case addressed in a timely manner.
  
  Our ideal solution is a refund for the work they completed as well as replacement of the vanity, washer, and dryer. Thank you. We are happy to provide supporting pictures if this is ideal.

  Business Response

  Date: 01/09/2022

  August 17, 2021, we received a call from the ***** ******* *** ****** *** requesting a quote to complete rough in plumbing for a 3-piece bathroom,
  hook up a washer, and vent a dryer.

  
  They excepted the quote on August 19, 21 and paid their 50% deposit
  + HST.  We began the job on the 25th of August, 2021, August 27, 2021 and September 3, 2021.  We were told at the beginning on the job that
  they would like the job completed by the 1st of September, as a
  tenant was to move in.

  
  Rough in, plumbing and toilet and vanity were running
  September 3, 2021.  We called on October
  26, 2021 asking for an update, and requesting that ***** call us back with a
  time to return to complete the job.
  We called numerous times, and customer was never ready for
  us to return. 

  
  March 14, 2022, we received a call that there was a leak
  under the vanity, and they were ready for trim out of the shower.  We went and noticed a drip on the drain,
  repaired it, and took our own picture of the base of the vanity. 
  We had offered to discuss a small reduction, in good faith
  based, on the drip into the vanity base.  Asking ***** what he felt was appropriate.  Nothing more was discussed.
  In May, they requested a technician hook up the dryer
  vent.  We attended on the 16th of May 2022 to hook it up.  The
  technician reported in the room behind the dryer, there wa

  s cat feces all over
  the area.  He also asked Mrs. ****** to
  remove the floor tile, tools and a box off the top of the washer and
  dryer.  He also reported that there were
  no drop sheets protecting the top of the washer and dryer.  The owner removed the stuff of the top.
  Customers also reported in May, that the drip under the
  vanity had caused thousands of dollars in damages.  They were unaware at that time that we had
  taken our own picture (please see attached picture)

  
  The next morning, the technician reported to myself, ****
  ******, that the homeowner was complaining of the workmanship done by the
  tiler, and that the technician also overheard Mrs. ****** on the phone
  complaining to the heating company who also had worked at her home, that she
  was not going to pay that bill for a thermostat and a overtime bill.  The technician believed it to be important to
  report these conversations he was a part of and overhead.

  
  A couple of days later we received a telephone call from Mrs.
  ****** reporting that there were hand print marks on the washer and dryer.  We asked for pictures for validation, to
  which we never received any.    A week
  later we received a telephone call from ***** ******, asking us to communicate
  directly with himself, to which we did.  He
  also confirmed that the washer and dryer were both in good working order.

  
  We were unable to set up a date/time between homeowner,
  ***** ******, and two technicians to attend the home to view the alleged hand
  print marks on the washer/dryer.

  
  Based on the conversations with the homeowner’s wife, the
  final bill $1,825.05, was believed to become a bad debt/write off. 

  
  

  Customer Answer

  Date: 01/09/2022

  
  
  ********** ********
  
  
  
  I am rejecting this response because:

   

  The information contained within the *****’s report is largely incorrect. We had mentioned the water damage within the vanity to *** (technician) in 2021. He even came to do a minor repair on it and apologized for the damage, assuring us for the second time that it was safe to use and would not make a gigantic mess for us. This was still in 2021.It was discussed further in 2022 with an altogether different technician. It is crucial to note that this was not the first mention of the issue, nor did we state at any point that that alone would run several thousand dollars in damage. Our conversation with *** touched on docking the cost of the vanity (349$) from the total bill, given the water damage. This was something he assured us would be no issues to work out. 

  I am altogether unclear why the other technician felt the need to eavesdrop on part of a phone call happening several rooms away. This has no relevance to the matter at hand, however the concern in that case was a part under warranty for which we had been charged accidentally. The company realized their error and corrected this on their end. This was the final result of that matter. It is disappointing and unnerving to think that a technician was spending time listening to my partner in a private phone call when he should have been working. There was, of course, no way for the technician to really know or understand the nature of the call as he was working several rooms away during the time of the call. 

  The damage caused to the washer/dryer is in fact DENTING overtop the electronic components (that is, where the buttons are located on the anterior of the machine). The machines have never been plugged in or turned on as they are brand new. The denting overtop is significant, and we did let the company know that it was not possible for us to acquire clear imaging given the glare from the lighting in the bathroom. We were informed that a technician would come visit to assess and photograph the damage, however this never happened and there were no further attempts to contact us. From this point on, the company did not answer any of our calls. Please note — it was not required for the technician to climb on top of the machines to complete his work - this was a personal choice made on his part. The company told us that it “didn’t matter” that our brand new machines were dented. These are not mere scratches that could have been prevented by a drop cloth, nor were they there prior to the technician using them as personal vaulting equipment. For this, the onus is on the technician. 

  We also think it important to note that the cat feces were nested inside a roll of insulation which the technician had moved, taken note of, covered back up, and neglected to inform us about until my partner engaged with him regarding a different matter. It was then and only then that he let her know about his discovery. We found this to be bizarre but generally unremarkable information. The feces were disposed of and the area sanitized thoroughly. 

  We are willing to pay 1200$ to *****’s, and our expectation is that in return they will provide us with the money to replace the damaged vanity, washer, and dryer. We feel that their response is dismissive and deflective as none of its contents changes the fact that their technicians effectively destroyed a brand new (never plugged in) washer/dryer set, as well as a vanity. It is also quite plain upon observation of their work that it is not done correctly. We are more than happy to provide pictures of the bathroom upon request but would ultimately prefer that someone come see it in person. 

  We have no interest in *****’s completing the work as none of their visits to our home have been satisfactory, and their administration is extremely difficult to work with.

  In the meantime, the space downstairs remains unrentable, and we have made the decision to halt all construction on the space as cannot be deemed livable without a bathroom. Further, my partner will no longer be using the space as an office as she is concerned about drawing unwanted attention from workers in the home. She was entirely perturbed to find out that the technician had been attempting to listen in on parts of her conversation while simultaneously formulating his own ill-informed opinions. This is not something we would expect of a professional who frequents the homes of strangers. Mention of us “not being aware” that they had taken pictures of our home was also odd, but by and large we simply find it to be strange and nonthreatening.  The fact remains: there is significant and unwarranted damage in the bathroom caused by *****’s Plumbing that is not cosmetic in nature. We do not want mold in our house, and we have no interest in replacing brand new electronics. 

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