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:06/22/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 30 May 2023 i placed deposit of $2481.20 to replace a bath tub in a guest room. The tub was replaced and there is a gap between the bottom outside of the tb and the tile floor which should have had grout applied to preclude water from seeping through the floor to the ground level. Buckeye plumbing cut the tile when installing the tub but failed to grout the seem. After contacting the company I was told it was not their job.

  

  Business Response

  Date: 08/02/2023

  ******************** is correct, we did contract with him to remove/replace his bathtub and fixtures.  Buckeye does not do work outside of plumbing, including drywall, tile and other work that was needed by ******************** and he also hired another company to do that work.  We did not include the grout around the tub to the other areas in our proposal work and expected the other company to complete that when the walls and finish work was done.  They did not.  We have contacted ******************** and have offered to come and grout the floor line along the tub for him.  We are waiting for him to confirm the color to schedule and take care of him.   

  Customer Answer

  Date: 08/03/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/17/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 2/7/2023, we paid $757.80 to assess sewage backflow including inspecting the sewer line with a video camera. They recommended (1) replacing the sewer line with PVC and (2) demoing the shower floor to replace underground cast iron stack including p-trap. On 2/9, they sent an email stating "The technician recommended the following repairs or replacement: Recommends replacing sewer with PVC and demoing floor of guest shower to replace underground cast-iron including P-Trap for shower to 3" cast iron main. The price for this work would be $2650.00 this includes supplying materials and installation. This does not include returning to install shower pan or floor repair, just rough work." I authorized the work via email, asking "my understanding is that this bid covers all of the recommended pipe replacement, right?" and requesting a separate estimate for replacing the shower pan. I received a return call confirming that the estimate covered all of the recommended work, but no email response. On the phone they said that the shower pan work would cost ~$1500. Asked repeatedly for them to apply for permit, as insisted on by our GC, and they would not. He now won't rebuild the shower because it wasn't inspected. They called ~ a week later to say that there was a problem with the estimate on the additional work, which I believed to mean the shower pan installation, and they said they would send a new estimate, which I never received. On 2/21 they completed the drain stack repair and asked for full payment. At that point, they said the estimate did not include the sewer line, which would be an additional $8332.29. They sent this additional estimate the day before, but we hadn't received it. They told us on several calls that they would send the video, then couldn't find it, etc. On 3/16, I was told in a hostile tone the video was their property and they would not release it to me. Said manager would call yesterday, but didn't. Quote for new video is $600 from 2 others.

  

  Business Response

  Date: 04/24/2023

  The video in question is part of our internal documentation for each job we camera.  It is not normally provided to the customer unless requested.  We did provide the file for the ****** and it was picked up on 3/24.  They had initially requested an electronic file.  We provided a USB.  We recommended repair of the shower drain and sewer connection in the home due to failure and deterioration of the cast iron plumbing.  We also reviewed the file with the customer at the time of service to view the issues in the pipe.  The cost of the 2nd job was quoted and approved prior to the work being done.  The repair work completed did not require a permit.  This was reviewed and discussed with the customer.  If the installation of a shower pan had been approved and installed, that work would have required a permit.  The 3rd phase of the work was a quote to replace the cast iron plumbing on the outside the home to the city tie-in.   This required hand-digging due to trees and roots for most of the length.  We also reduced the quote for Mr. ***** ******************  Our office manager spent a significant amount of time with ***************** explaining the work.  There was no complaint on the work we did in our 1st call or the 2nd call (except the request of a discount after the work was completed). The 3rd phase was not accepted as the ******' wished to look for a better price.  The video in question was given to the customer on 3/24 without any mention of their BBB complaint or the request for a $600.00 refund.  We were surprised regarding the report due to the amount of time on both jobs, the satisfaction with the work and the amount of information provided so that they could be confident and make an informed decision. We have requested BBB to update our information.  We did not receive this file until 4/18/23.  We provided the information requested at no charge to the customer.   We will not be providing a refund.   Since they received quotes for a new video, they should not have incurred further cost. Thank you. 

  Customer Answer

  Date: 04/25/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and because the company did release the video after I filed the complaint, I am no longer seeking a refund.  I've responded below to the business's comments:
  

  The video in question is part of our internal documentation for each job we camera.  It is not normally provided to the customer unless requested. 
  

  Response: We were told by the technician that we would receive a copy.  We requested a copy multiple times and were told that they would not give it to us. Other plumbers we spoke with couldnt believe that there was a problem releasing the video to the customer, as this was standard practice in their opinion.
  We did provide the file for the ****** and it was picked up on 3/24.  They had initially requested an electronic file.  We provided a USB. 

  
  Response: We did finally receive a CD one week after we filed the complaint.  The CD was accompanied by a form letter with instructions for viewing the video, suggesting that these videos are sometimes released to clients.

  
  We recommended repair of the shower drain and sewer connection in the home due to failure and deterioration of the cast iron plumbing.  We also reviewed the file with the customer at the time of service to view the issues in the pipe.  The cost of the 2nd job was quoted and approved prior to the work being done.  The repair work completed did not require a permit.  This was reviewed and discussed with the customer.  If the installation of a shower pan had been approved and installed, that work would have required a permit.

  
  Response: We never received a formal proposal for the second job other than the email dated 2/7/2023 quoting $2650.00 for recommends replacing sewer with PVC and demoing floor of guest shower to replace underground cast-iron including P-Trap for shower to 3 cast iron main.  We accepted this estimate for the work proposed by email.  Others disagree about the permit, but there is no point in debating that now.
  

  The 3rd phase of the work was a quote to replace the cast iron plumbing on the outside the home to the city tie-in.   This required hand-digging due to trees and roots for most of the length.  We also reduced the quote for Mr. ***** ******************  Our office manager spent a significant amount of time with ***************** explaining the work.  There was no complaint on the work we did in our 1st call or the 2nd call (except the request of a discount after the work was completed).

  
  Response: No discount was ever requested on work that had already been completed.  When the misunderstanding became clear that the sewer line had not been included as initially said, we asked if that price for the sewer line work was flexible.  We paid in full for the work that had already been completed, even though we had initially believed the price would include the sewer line.  We have no complaint with the work the technician did on the 1st or 2nd call,as he was extremely proficient, hardworking, and professional. 
  

  The 3rd phase was not accepted as the ******' wished to look for a better price.  The video in question was given to the customer on 3/24 without any mention of their BBB complaint or the request for a $600.00 refund.  We were surprised regarding the report due to the amount of time on both jobs, the satisfaction with the work and the amount of information provided so that they could be confident and make an informed decision. We have requested BBB to update our information.  We did not receive this file until 4/18/23.  We provided the information requested at no charge to the customer.   We will not be providing a refund.   Since they received quotes for a new video,they should not have incurred further cost. Thank you.
  
  Response: The 3rd phase was not accepted because of the surprise of the significant additional cost, and we said we would need to think about it and compare bids for a job that expensive.  The video was not provided until after one week after the BBB complaint was filed, so we assumed it was provided because of the complaint. I waited to file the complaint for at least 24 hours after I was told that the manager would call me that afternoon to explain why they were not willing to provide the video.  Had she simply called back as promised, I never would have reached out to the BBB for assistance resolving the situation. The complaint was over how communications were handled, not price.
  

  
  Because the company did release the video after the complaint was filed, I am no longer seeking a refund.  Thank you for your assistance in resolving this matter.
  

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