Complaints

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• Initial Complaint

  Date:08/09/2022

  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.

  On Friday July 29th, 2022 had plumbing issue at *** *** *** Reached out to homestead which specialized in plumbing. Upon speaking to he the technician he had agreed to come out and fix it, and he also mentioned there would be emergency service charge since they are coming out after hours to which i said ok. In the mean time tech had requested for pic to show where the damage is which i provided to him via text message. Once the tech arrived he started to work on it first he went to basement to have a look at the pipe then went back to bathroom where the pipe had issue. He broke the wall around the pipe to have better look and then cut the pipe so he could get it fixed. AFTER BREAKING THE WALL AND CUTTING THE PIPE TECHNICIAN TELLS ME HE WONT BE ABLE TO GET THIS FIXED SINCE THEY DON’T WORK WITH THIS KIND OF PIPE AND SUGGESTED I NEED TO REACH OUT TO ANOTHER PLUMBING COMPANY TO GET THIS FIXED. I was frustrated with this response if he couldn’t get this fixed or according to him they don’t work this kind of pipe then he would have been able to tell me just by looking at the pipe without breaking the wall or cutting the pipe. So i paid him $265 just to tell me he can’t do it, and next morning had to have another plumbing company come and fix it whom I paid emergency service fee of $275 and labor and parts cost. So i paid extra $265 for no reason. If they couldn’t get this done they should have said tome when i had shared pictures with them. To me plumber is plumber one can fix it and another tells me they don’t work with this kind of pipe.

  Business Response

  Date: 08/17/2022

  **** ** *** *******
  
  *** ** ********** ***
  *** **** ************
  *** *********
  *** ** ********
  
  All,
  It is true that Homestead performed an afterhours/emergency
  service call on a Friday night 7/29/22 after 9 PM.
  I am amazed that the customer has left out the fact that he made
  the decision to have us undo a connection that we did to get his water back on
  and his toilet working.
  (It was a “SharkBite Connection” to get him by temporarily
  until he could properly re pipe his water supply line to his toilet.) We did
  our work, got the water back on to the house and solved his problem.
  His issue was that we do not warranty SharkBite connections,
  so he had us UNDO our work by turning the water back off and undoing our
  connection. 
  Regarding his statement “Breaking the wall”, weather it was
  Homestead or any other contractor, six tiles needed to be removed to perform
  the above work. This action was explained to the customer, and he agreed to it.
  These are the facts of our visit and the reason why Homestead
  will not entertain any discussion of a refund for services performed on 7/29/22
  at *** *** ******* ********** ***
  
  Nicholas R*********** / Service Manager
  Homestead Fuel Inc
  ************

  Customer Answer

  Date: 08/22/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  To whom it may concern, With all due respect I truly appreciate homestead having a plumber come out at 9pm, however I decline to accept there reasons and claiming that they had done the job which they came for. Few points to be noted here tech had come out to do a permanent fix not a temporary fixture. If a tech couldn’t work with the pipe which is installed then he should have refused to work from the get go because some portion of pipe was still sticking out of the wall and he had seen the pipe from basement as well. He knew what kind of pipe is there with it’s thickness and what needs to be done to get it back to working. Few things worth mentions here. I had texted a pic of broken pipe to an individual who was sending the plumber to see if they could fix it. 1. Plumber had gone in basement to see where the pipe is attached before he started to work. 2. He gave me an estimate of around $600 to get this fixed. 3. He asked for permission if they break the closet wall or bathroom wall to get the work done. 4. So far no where in conversation plumber mentioned it will be temporary fixed. If that was the case then I would have told him no. 5. He himself didn’t realize that he wasn’t able to get the job done until he had cut the pipe and that’s when he mentioned of sharkbite. Mind you I don’t know anything about sharkbite so he explained what is it and how it works. So I told him I don’t need a temporary fix I need this to fixed permanently. Therefor I asked him to take the sharkbite off as he wouldn’t guarantee how long it will stay on it and he also mentioned this may come off with water pressure so I couldn’t take the risk of having it on. To have this sharkbite on plumber said it would cost me $295 plus emergency fee if $265 which totals to $560. So I simply decline him stating my reason that I can’t afford to pay you for temporary fix and when I call the next plumber sure enough they gonna charge me emergency fee plus labor and parts cost. I also mentioned to him That I have to pay two different plumber for the job you couldn’t do as a plumber but you know what needs to be done. My real frustration is when you knew you can’t work with this certain pipe then why even being the work break the wall. Be honest upfront which wouldn’t hurt the client. As a plumber you couldn’t get the work done but suggested another plumber can get the same job done. I would have understood that if for some reason you couldn’t do right there and then. Have told me you would have to come back next day or day after to get this done and for now we will do this or will have to leave the water shut off for the night. amazed by that suggestion that I need to hire another plumber for this job while homestead is licensed certified plumber.
  
  Sincerely,
  
  
  
  ***** *****