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:09/10/2024

  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.

  I Hired Muddy ***** Plumbing for a bathroom remodel ******************** retrofit to remove old ******************** and provide new supply lines and drains/ vent for bathroom with 1 sink, toilet and shower. I asked on 2 occasions for a written estimate and I was not provided one. I have also asked for a detailed invoice and have not been provided one as I was verbally told I would be provided.The work started August 29 and ended 5 September. During the work, the workers cut a hole in an adjoining wall, and did not attempt to repair before leaving. I estimate the damage to be around $200 to repair. In addition, the supply lines for the sink are not even, and I requested this be corrected but it was not before they left.On 5 September, Muddy ***** ******************** demanded payment in the full amount of $3,159. The remainder of the work that has been paid for has not been completed and they have refused to complete after being confronted for the quality of work performed and at least three requests for correction to alignment of shower valve and diverter along with the shower head stub out. I asked ***** from Muddy ***** Plumbing on the morning of 10 September what his plans were to remedy the damage to the wall, correct the supply line alignment (estimated $100 for repair due to service call cost of a plumber) and issue a refund for the remainder of the work they will not be completing after the issues with requesting damage repair and correction of the supply lines. I was told in text that we won't do business anymore, implying the remainder of the work will not be performed. I have paid for services not rendered, and have not been made whole for damage to my house. I am requesting a refund in the following amounts to adjust for the work they will not complete, and the work I will incur additional expenses on to correct issues.Damage to the wall- $200 Realignment of Supply line- $100 Remainder of toilet and shower drain installation, 3 supply valves and shower valve installation- $600.

  

  Business Response

  Date: 09/10/2024

  Good afternoon, Mr ******* *********!
  
  1. You received an estimate Fri 8/23/24 9:19 am
  2. you had to insist things be fixed WHILE we were working, and you continued to micromanage
  3.Said damages mentioned were to be fixed when you had the rest of the wall repaired by the sheetrockers, this was not a repair that put you out at all to entitle compensation.
  4.We charge at the end of each segment, you did not pay for any labor or material that were not completed
  6.Floor protection was no required since these same floors are being replaced as soon as the plumbing work is completed.
  7. You did have to provide material that we would have been going to get because YOU ordered incorrect items from ****** originally to try and save money
  8. We clean up after ourselves, and we have photos of the job site when we left. We would not be responsible for cleaning up incorrectly ordered items, packaging etc.
  9. You continue to mention that you don't have an invoice or estimate but technology tells us that you are not being truthful at all. You have in fact opened the invoice THREE times.
  9/05/2024 7:11pm -- SENT
  9/05/2024 7:11pm -- DELIVERED
  9/05/2024 8:32pm -- OPENED (3)
  10. You will not get a refund for the remainder of unperformed work since you didn't pay for it. Your invoice which you opened 3 times show what you paid for :)
  
  You also didn't pull any permits, etc so we have and you should be expecting an inspector with the city to come by! We would love to share the "Passed" report with you! If anything is not up to code you will also be required to update it before moving on with your project.
  From the contractor view:
  we go out and estimate is accepted 8/23
  
  we scheduled the job for first thing in the morning, and you "weren't awake" so we left. You were actually hung over. This also leads to our next topic;
  
  While our guys were on the job you offered them alcohol, which is absurd, I have no clue why on earth you would think that is okay.
  
  You left this very inaccurate review, and then text ***** this morning trying to schedule him to come out in hopes he would feel threatened by your lies.
  
  We are perfectly okay with no longer having you as a customer. To future customers reading this, we will come out and give you an estimate, it will be emailed and/or text where you can accept or decline it from your device. Our office will schedule you, you will receive a text when we are on the way, once the job is completed we accept payment and you will instantly get the invoice and receipt sent over! If you add multiple things to your job it will take even the world's greatest plumber longer than estimated. :)
  
  Have a blessed day!
  Muddy Buddys Plumbing
  If it's muddy, call *****!
  

  Customer Answer

  Date: 09/13/2024

  1. The requested estimate and invoice were not provided, there is no email or message sent to my provided number or email address, and Muddy ***** cannot provide proof, as it did not happen. The only communication was on scheduling the work and requesting feedback on ****** review from an automated system. 
  
  2. The damage to the wall was something I asked to be corrected and told ***** at the time of payment request the repairs were not made. In addition, I made 3 different requests for the shower valve and diverter to be aligned with the showerhead output, this request had a direct affect on the final product. The equipment was clearly not lined up when initially installed. 
  
  3. I never indicated the drywall repair work would be part of another part of the project when they are clearly responsible for the damage and made no attempts to correct it prior to departing or demanding payment. I inquired as to the schedule to make the repairs and was told they will not come and correct their damage, likely due to their actions to collect payment on 5 September. I had to clean up the mess from the worker cutting a hole in my wall and move furniture so they could access to make repairs, which never happened.
   I was told by ***** on 5 September when payment was demanded that he did not quote or estimate the job due to variables, but I met with him in advance of the workers showing up to clearly detail the expected outcome of the work to be performed, the work request was clearly defined. 
  
  4. The charges being due at the end of each segment was not told to me, and it is clear that it is in Muddy Buddys financial interest to change the terms of the agreement to suit them now that there is an issue with the work as well as damage to the job site they caused. I was told more than once the rest of the work was included. 
  
  5. Muddy ***** does not address a #5 above, so this is where I will add in that a subsequent plumbing company was hired to inspect the work provided by Muddy ***** and then provide a quote to complete the remainder of the work in the bathroom, including 3 supply valves, toilet ****** and shower drain. Upon this inspection the new plumbing company noted during a visual inspection the diverter appeared to be incorrect and installed the cartridge and diverter valve to the rough in, turned on the water supply and performed a functional test. The initial plumbing work failed to provide the functionality of 2 outlets having water supply from the diverter. The shower head in the wall was functioning, however the overhead supply was not plumbed correctly from the diverter and had no water supply. The plumbing connection to the diverter valve was corrected by the new company, and then a functional test confirmed for both shower and over head points. This correction prior to drywall and tile work saved me from significant demolition and rework expenses I would have incurred if I had not had the work form Muddy ***** inspected. This corrective work cost $250 for the test, correction and verification. That plumber is available to attest to the work he found and required corrections. I have videos to prove the required rework, as well as Muddy ***** having photographic evidence taken that will show the diverter was incorrectly connected. This will increase the refund request and be shared with the inspector should they arrive. 
  
  6. Floor protection and coverings were required to adjacent floors that were not in the work area, and multiple requests to use trash bags and keep the site clean to avoid further ancillary damage was necessary, and now I am glad I did insist throughout performance for corrections otherwise I would have more damage and rework needed. This is evidenced by the repairs still needed to the drywall. 
  
  7. Incorrect items were not provided, the crew had the trim kit available for use to match up with the necessary valves and their recommended diverter. A diverter which was incorrectly installed and not tested for functionality. See number 5.
  
  8. The Muddy ***** crew only cleaned up after multiple requests to maintain a clean area for working and avoid debris from spreading to adjoining hardwood floors to prevent damage. This was a constant request that would fall under the "micromanaging" to prevent further damage to my house. 
  
  9. There are no emails or messages containing an estimate, as one was never provided and ***** even stated he did not quote the job. A lump sum invoice amount was the basis for payment demand, and when I called ***** he stated he would send one, but after 2 business days an itemized invoice was never sent. I have checked all parts of my email account, nothing was received.  Had I received one, it would not be a part of this complaint. 
  
  10. ***** is a contractor, and should advise customers of a permit requirement, which he did not do. Also, he performed work without pulling his own permit. I was under the impression a licensed contractor had to pull their work permits before working. Now that there is an issue with his work, this is a tactic against a customer who voiced concerns and issues versus a standard acceptable practice of permitting work. I look forward to an inspection to disclose the incorrect plumbing work performed. 
   
  
  The video files of the diverter valve are too large for upload, but available.

  Customer Answer

  Date: 09/13/2024

   
  Complaint: 22264505
  
  I am rejecting this response because:

   

  1. Damage to home

  2. Improperly installed diverter.

  3. No estimate or invoice provided despite multiple requests. Only scheduling and review request correspondence was received.

  4. Additional information was filed with the BBB regarding additional work-related issues.

  Refund in the amount of $1,150 is requested to remedy this compliant, based on damage repairs, require rework of teh diverter valve and the completion of plumbing work I was told was included in the price verbally on more than one occasion.

  $200- Drywall

  $100- Supply line for sink realigned

  $600- remainder of toilet, supply valves and shower drain installation

  $250- Diverter test, replumb and reverification to correct improper installation.

  All reviews and complaints can be settled upon receipt of refund for damage and faulty, incomplete work.
  
  Sincerely,
  
  ******* *********

  

  Business Response

  Date: 09/24/2024

  Once again, you have not only received your invoice breakdown, you have viewed it multiple times, but I have attached a screenshot below again for you. 

  ***Our response will be in all caps***

  1. Damage to home- ONLY DAMAGE TO THE **** THAT WAS BEING REDONE. 
  2. Improperly installed diverter. OUR WORK IS WARRANTIED, HAD YOU BROUGHT THIS TO OUR ATTENTION AT THE TIME, OR NOT 17 DAYS LATER THROUGH AN ONLINE COMPLAINT IT WOULD HAVE, AND STILL WILL BE REPAIRED, IF YOUR CLAIM IS NOT FALSE
  3. No estimate or invoice provided despite multiple requests. Only scheduling and review request correspondence was received. I HAVE ATTACHED YOUR INVOICE HERE SINCE YOU KEEP CLAIMING IT WAS NEVER RECEIVED 
  4. Additional information was filed with the BBB regarding additional work-related issues.
  Refund in the amount of $1,150 is requested to remedy this compliant, based on damage repairs, require rework of teh diverter valve and the completion of plumbing work I was told was included in the price verbally on more than one occasion. WE DO NOT INVOICE FOR WORK UNTIL IT IS DONE, YOUR INVOICE WAS FOR THE WORK DONE THE DAY OF OR YOU WOULDN'T HAVE WROTE THE CHECK AND INSTANTLY WENT TO THE INTERNET TO COMPLAIN. YOU WOULD HAVE WROTE A CHECK FOR JUST THE WORK DONE, ESPECIALLY SINCE YOU SUPPOSEDLY WEREN'T HAPPY, CORRECT?
  $200- Drywall- DOES NOT COST ANYWHERE NEAR THIS TO REPAIR THE SMALL HOLE YOU ARE ACCUSING US OF DAMAGING , THAT IS YOUR TOTAL DRYWALL PRICE FOR YOUR PROJECT. WHEN WE COME CHECK OUT THE DIVERTER WE CAN TAKE A COUPLE SECONDS TO REPAIR IT
  $100- Supply line for sink realigned-ONCE AGAIN THIS IS THE FIRST WE HAVE HEARD OF THIS COMPLAINT. OUR CRAFTSMANSHIP IS WARRANTIED SO AT NO CHARGE WE WILL COME REPAIR. IF THIS ALIGNMENT YOU MENTION IS WHAT IS PICTURED IN YOUR ATTACHMENTS, HALF AN INCH IN A VANITY IS NOT SOMETHING THAT CAUSES ANY ISSUES, ITS JUST A ***** COMPLAINT AT AN EXPENSIVE PRICETAG 
  $600- remainder of toilet, supply valves and shower drain installation THIS WAS NOT PAID TO US, AND WE WILL NOT BE FUNDING YOUR HOME PROJECT. 
  $250- Diverter test, replumb and reverification to correct improper installation.- WE ARE NOT PAYING YOUR INVOICE TO ANOTHER COMPANY BECAUSE YOU FAILED TO LET US KNOW THESE ISSUES. THIS IS ALSO ADMITTANCE THAT YOU HAD ANOTHER COMPANY TOUCH OUR WORK, WITHOUT EVEN GIVING THE CHANCE TO ACCESS CLAIMS, AND VOIDS ALL WARRANTIES. 

  
  All reviews and complaints can be settled upon receipt of refund for damage and faulty, incomplete work. WE ARE NOT PAYING YOU TO TAKE DOWN YOUR FALSE CLAIMS, IT JUST PROVES YOU ARE USING A FALSE, NEGATIVE, ONLINE PRESENCE IN ATTEMPT TO GET A DISCOUNT/REFUND. 
  
  Sincerely,
  
  Muddy ******* Plumbing

  Customer Answer

  Date: 09/26/2024

   
  Complaint: 22264505
  
  I am rejecting this response because:
  The damage to the home was not in the scope of work to be repaired and required additional work to remedy the damage. Muddy ***** was asked what their plan was to remedy the damage, correct supply lines and refund incomplete work tasks they told me were included verbally. The response received was "After your nice revie I think it's best we don't do business. Have a great day" "I'm having a permit pulled to have work inspected as is. Had the actual permit been pulled the inspector would have been notified of the faulty installation of the diverter.
  When Muddy ***** refused to correct their work after being asked on Tuesday 10 September, I was forced to hire another plumber to assist with completing and correcting deficient work. That company identified the incorrectly installed diverter. I have included the conversation screenshot.
  No estimate was ever provided, not the itemized invoice as requested even to date. The owner stated he would not provide me with an estimate while they were on site performing. I hope that anyone looking at this complaint keeps this in mind when looking for a plumber. 
  The drywall required a patch, drywall mud, sanding and painting to correct. $200 was the additional charge on top of the drywall work in the bathroom to fix the damage to the wall not originally in the scope of work. The damaged wall is in the foyer, not the master bathroom. ***** was notified in writing and with a picture on 5 September of the damage. 
  Supply line realignment, ***** was notified of the issue on 5 September and did not attempt to remedy although he was afforded 5 days to do so, and even asked what his plans were to remedy on 10 September. He declined to make corrections.
  The remainder of the project was stated to be verbally included. It appears that by not providing an estimate and line-item invoice as repeatedly requested, Muddy ***** is hiding actual charges and not being transparent about their billing practices. 
  The diverter valve repair and correction, including the inspection and service call was $250. Muddy ***** never inspected or tested their entire installation in the bathroom to verify functionality. They also have photographic evidence that it is incorrectly installed whereas I have video evidence and a 3rd party attesting to incorrect installation. 
  The requested refund for $200 for the repairs to a non project related wall, the service call of $250 to correct the incorrect diverter valve installation by Muddy Buffy and the $600 (estimate came in lower that verbally quoted) for the remainder of the plumbing work I was told was included is all I am asking to remedy this situation. It represents an amicable solution to the work performed and damage/ corrective action costs to remedy Muddy *****'s work product and incomplete work.
  Sincerely,
  
  ******* *********

  

  Business Response

  Date: 11/05/2024

  11-5-2024 We will not be setting up any sort of meeting with him in the near future. Once we have finished our meetings with the Plumbing **************** officers we will go from there.

  Business is not interested in Arbitration at this time.

  Customer Answer

  Date: 11/10/2024

   
  Complaint: 22264505
  
  I am rejecting this response because:

  Muddy Buddy ******************** failed to respond to the complaint and requests for remedy of damage and work not completed. Let the complaint stay on their record as they will not correct damages nor cover rework required from their faulty workmanship.

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

  

  Business Response

  Date: 11/13/2024

  You say we didn't respond, yet we have, along with the invoices you claim we never have and everything else.

   

  You are still pitching a fit because you are not being refunded for work completed, and completed well. You have yet to sent over any failed inspection report stating otherwise, especially after reporting us to the plumbing board. 

   

  It's been two months, the work you paid for is complete, you turned us into the plumbing board, and constant harassment with reviews and BBB messages. We will not be coming to any different conclusion on our end. You are no longer a customer of ours, warranties have all been voided admitted by you, there is no need to further contact us.  :) 

   

   

  Customer Answer

  Date: 11/15/2024

   
  Complaint: 22264505
  
  I am rejecting this response because:

  It has become clear that this business does not stand behind their work quality and practices. I wish to have this complaint remain on file for future reference for unresolved issues.

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