Complaints

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• Initial Complaint

  Date:08/16/2024

  Type:Product 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 MassFlo Plumbing of ******** to hook up a Kitchen sink and a new trap. I want to report that they charge exorbitant prices to unexpecting homeowners!They wanted $595 to install a standard single hole kitchen faucet (supplied by me) and the *** Trap. It is not a $595 Job! They also include a dispatch fee based on your zip code! This company practices price gouging. I protested the $595 price, and they lowered it to $510. They would not take a credit card, and I had to pay them cash, I did not know what to do so I paid it out of fear. I would have disputed the credit card because I NEVER AGREED TO OR SIGNED OFF ON THIS EXORBIANT PRICE before the work was done!! I was very upset and posted a negative ****** review. After posting this review, the owner "***" (********************************) called me and asked if I would remove this review. He promised me a refund and we agreed on a fair price of $150 contingent on me agreeing to take down the review. He then called back and said he would not give me a refund because he said, "I agreed to the price before the work began" LIE! Also, note that MassFlo Plumbing is NOT registered with the BBB. It appears that only ******************************** is the only person on the MassFlo License Number: **********. ******** sent another representative of his company to do the work, I do not know if they were licensed. I feel totally taken advantage of by this company and also feel people should be warned and they should not be allowed to do this to unexpecting homeowners.

  Business Response

  Date: 08/22/2024

  First of all I would like to let you know that **************** called our office and it was stated to him that we charge a dispatch fee of $49 to come out and that it would be added to the bill and it was stated to him the way we work as we give all our customers a straight forward price and that means before we do anything, any type of work he would know exactly how much it would cost up front so he could have peace of mind knowing how much the job would cost to get it done. when the Technician arrived to his house, that was exactly what we did. We gave him a price of $595 to do the work and we showed him the itemized list of what we were charging as you can see in the attached invoice. He complained and denied the work to be done. The technician called the office and I ***************************** gave the customer a break and lowered down to $510 so **************** could be satisfied, which he approved and signed the agreement as you can see in the attached invoice. The Technician completed the job and **************** had the option to pay with cash, check or any major credit cards as we offer to all of our customers. He decided to pay us cash upon completion of the job. We collected payment and left his house.   We installed his kitchen faucet and also cut out his old existing drain serving a double sink and repiped the drain to accommodate a single sink. We supplied all materials needed to complete the work which was a kitchen sink strainer, a kitchen sink dishwasher tail piece, a trap adapter, a trap, a sanitary tee wye, a stooder vent and an elbow. we performed the work and we tested everything to make sure every thing was working properly.  **************** stated that he called his brother which is a plumber and his brother told him that, that job only cost $150 to perform which I do not know how he came up with that amount. I also would like to state that we only have 1 dispatch fee of $49 and we do not change our dispatch fee based on anybody's zip code, which I do not know where he got that from.   We have every thing recorded in our plumbing software from the time the call was booked to the time we collected payment. He stated that he paid out of fear. I'm wondering if the technician put a gun on his head and forced him to pay which that was not the case. Also he denied the job at first and than he approved when we gave him a break. How would we  come to your house, do the work and collect payment when you never agreed to it? It does not make sense at all as he could deny the work to be done and only pay the $49 dispatching fee. I also attached pictures of the work that was done.

  Customer Answer

  Date: 09/09/2024

   
  Complaint: 22149603
  
  I am rejecting this response because:
  
  Thank you for getting back to me.
  I reject the response from Mr. ************* The statement that he wrote back is not accurate and indicates that he does not fully understand the nature of my complaint by his response. Yes, the work was completed but I NEVER signed off on or agreed to the price BEFORE the work was done. I was never presented with an itemized bill until it was emailed to me at a later date.  I am protesting his price gouging price practice and feel that I was taken advantage of.  This was not a $595 or $510 job.  I did speak to my bother initially, and then local plumber who agreed the price was exorbitant, He also listed "he supplied all material for the job".  Not true.  The technician reused my trap, sanitary tee and stooder vent from my previous set up.  I only spoke with Mr. ****** after I made a ****** review.  He called me immediately and wanted to "make it right for me".  He asked what would make it right and I replied, "a price adjustment".  We agreed to a $300 refund, and he stated was going to drive right over within the hour with a cash refund.  He did make it contingent on me removing the negative ****** review, which I agreed. I was very impressed by this response. Then he called me back about 20 minutes later and stated, "that he was not coming, and he is not refunding the money".  He said he was because his technician said I was made aware of and signed off on the price before the work was done.  That is simply not true.  I certainly do not appreciate the "gun to my head reference" regarding payment and my fear.  I was only given a cash option for payment, and was uncomfortable in what would happen if I refused to pay until I disputed the amount.  The technician said I have to sign the iPad that the work was complete, NOT that I agree to the price. I signed (a scribble) under protest and expressed my outrage in the amount charged. I am asking for a price adjustment of $300 which I feel is a fair compensation for both parties. I hope this can be resolved at this level.  I feel this kind of price gouging is an epidemic here in ******* and needs to be addressed.  
  
  Respectfully,
  
  ****** ******
  

  
  

  Business Response

  Date: 09/12/2024

  I have attached the invoice with Mr. ****** signature approving the work to be done. As i stated before, he denied the original amount we gave him of $595 which we gave him up front and he denied the work due to the amount. That is how we do all our business, we always give upfront pricing to every customer we serve. The tech called in the office to see if we could help the customer with the price a little bit so we gave the customer a break and brought it down to $ 510 which AGAIN HE AGREED AND SIGNED THE INVOICE. He keeps mentioning about price gouging, when he knew right up front the price of the job. We are transparent with all our customers about pricing and that is why we need the approval from customer before work is done otherwise we do not perform the work. He also STATED  that we used his trap, sanitary tee and Stooder vent. Now I have a question for Mr. ******* after you glue the fittings and its been there for who knows how long, how AM I able to unglue all the fittings he stated we REUSED to perform the work? Once you use pvc and glue it, it does not come apart, you would have to break the fitting in order to disconnect the joints. It does not make any sense at all. My tech went out to buy some parts which he called the office to let us know that he would have to leave the job for parts which he did not have everything in the truck. He stated he called his brother which he is a plumber and his brother stated that would be a $150 job. That is why he wants $300 refund. AGAIN, *** ****** had the option to the deny the work and we would only collect the dispatching fee and leave his house and he could have called the plumber he talked to, to perform the work for him. He denied the job when It was $595, so why did he not deny the work if he thinks we were taking advantage of him when we gave him a break and lowered down to $510? We ALWAYS state in the phone when any customer calls that they can pay with cash, check and all major credit cards, so i do not know why he is stating that he only received that option.

  We came out to his house, we gave upfront pricing and customer agreed to it by signing the ipad. We performed the work and got paid. Now *** ****** has his kitchen working, up and running. For this reason, we are NOT going to make any refunds, not to mentioned that *** ****** went every where online on social media, ******* yelp, contractor of ********* ******** and wrote nasty reviews about our company, harassing us with hateful words ALSO for this reason we are not refunding any money. We are sorry we are not the right fit for Mr. ***********

  Customer Answer

  Date: 09/16/2024

   
  Complaint: 22149603
  
  I am rejecting this response because: He continues to lie.  His responses are misleading, and he is a bully who price gouges innocent homeowners. I can see he is not going to do the right thing as he originally promised in our first phone call.  I still have my complaint with the ************************* and hope they will investigate his practices.  In the meantime, I will write more reviews of my experience with MassFlo Plumbing.  I have written reviews on ******, Yelp, ******** and BBB. I will revise them and will write additional reviews on Bing, **************************, **********, Trustpilot, ********** and other sites sharing my experience and warning innocent homeowners. Price gouging is a serious issue here in ******* and I plan on contacting our political leaders and the media to help address this issue and protect homeowners.  

  Thank you for your efforts in attempting to help me.
  Sincerely,
  
  ****** ******