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:05/30/2023

  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 contacted Red Cap Plumbing in March of 2020. I had a leak from my bathroom to bedroom. They came out quickly, probably the next day. I showed them the water in the bedroom. They inspected the bathroom and determined I needed to have my house repiped. I asked if there was a less expensive option. They pushed the repiping. Offered financing. I went for it. Three years later, May 2023. I found out that it's still leaking in the bedroom. It is a room we do not use so we didn't notice. Also, we didn't have company. We noticed the leak after Three people took showers,one after the other. I contacted Red Cap on May 24, 2023. Spoke to Zala and one of the plumbing managers, *****************************. **** said it should still be under warranty. We set an appointment for Saturday May 27, 2023. After an inspection, the installer said it was the shower beating on the far wall, draining under the wall. He went and got silicone caulk, I spoke to ***** he offered to do the fix at no charge instead of $295.There should be come kind if compensation for having my house repiped when it didn't need it. The bill was ******* there were issues with the installation so the manager at the time refunded $500. That leaves $6700 that I didn't need to spend at that time.If they had fixed the leak and repiped I would not have known the difference. Thank you for your consideration.

  

  Business Response

  Date: 06/06/2023

  We got a call from this customer on 2/24/2020 stating that they have a leak, we arrived to find water all over the floor and can hear the water running in kitchen and the bathroom. There were multiple leaks. The home is 60+ years of age, has all galvanized piping, the only option is to repipe the home.

  The work we did for the client was satisfactory. Customer recently had a separate leak that we fixed at no charge for customer satisfaction.

  We are here to help the community as we pride ourselves on doing whatever it takes to take care of the people of this city. 

  We did the right thing for this customer.

  Customer Answer

  Date: 06/08/2023

   
  Complaint: 20113143
  
  I am rejecting this response because: I did not have multiple leaks. I had one leak from my bathroom to the bedroom.  I was not satisfied with the repiping which resulted in a credit of $500 at the time of the original leak. They upsold me without fixing the original problem. This is not an ethical way of doing business. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:10/20/2022

  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.

  When they started my full home repipe, bathroom remodel, and more, on August 1 they were wonderful. The job was supposed to take 3 weeks maximum, I can't move into my new home until they finish their work, as I have no kitchen or bathrooms. So far they failed 3 rough in inspections, and everyone that I was dealing with 3 months ago (when my 3 week job started) is now gone. The guy that NOW leads the install department has no idea what is happening with my job and talks to me like a child, when he does respond to me at all. They are now subbing out my bathroom install to another company who started today, then the rest of the job needs to be completed by Red Cap. If this isn't done by the end of the month it will cost me yet ANOTHER month's rent because I can't get a Certificate of Occupancy until they are done.Monday 10/16, I received a 90 day PAST DUE invoice by mail for the full balance of the job, despite financing the 50% deposit thru their finance company, the invoice says the job was completed on 8/5. Wednesday (yesterday) I got a phone call from the financing company that they are being pressured to pay RC, despite the funds not being payable until the job is completed. They asked me to prove it's not done, I told them to ask RC to prove it was. Later yesterday I got another PAST DUE invoice from RC, by email. I told them not to contact me with any invoice until the job is finished. I got another PAST DUE email from them this morning, again by email.

  

  Business Response

  Date: 10/23/2022

  We went back out on 10/21/2022 to complete the work that needed to be done. we did use our subcontractor to complete some of the work in there bathroom that is better suited for them to do. we did have backorder issues on some of the material for this job that caused some very long delays. That is out of our control when that happens. 

  Customer Answer

  Date: 10/24/2022

   
  Complaint: 18252709
  
  I am rejecting this response because: There was nothing for them to supply, all the materials were purchased by me and were in the home prior to them being hired. The subcontractor put up the shower walls in one day, 10/20, but my "2 week job" was started on 8/1. When Red Cap came the next day (last Friday) to install the toilets, we discovered that the waste lines THEY INSTALLED a month ago were too far from the wall. One can possibly be offset for the tank to be an inch away from the wall, but the other needs to be moved 4 inches. That involves chipping away the floor tile that I already had done and hoping the base of the toilet covers the absence of tile in the front of the base. As of today, they aren't coming until this WEDNESDAY, the 26th, if that winds up happening. 

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

  

  Business Response

  Date: 01/09/2023

  This response was taken verbally by BBB:

  As of December 16th, this job has been completed.

  Customer Answer

  Date: 01/11/2023

   
  Complaint: 18252709
  
  I am rejecting this response because: the work is still not done. See the attached email chain beginning 12/6 thru 12/22 where my attorney, my mortgage lender and my HUD consultant are all copied on every email.
  

  Please do something about this. The keep lying to you, is there no penalty for that?

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

  

  Business Response

  Date: 02/02/2023

  This customer had an install done with us that happened before I started. It failed inspections several times.

  We got the issues resolved. ****, the former install manager, had the job redone. Her toilet is a 1 and a half from the wall. It was much further, but I had them open it back up and bring it back as far as possible

  She wanted us to discount the remaining balance of her job. We discounted over $5,000, but she still owes over $7,000.

  It has passed inspections now. The trim is done. She wants the toilet moved back more, but the only option to do that is to open it back up again.

  She wants the remaining balance discounted.

   

  We adjusted the financing and took ******* hundred dollars off. 

• Initial Complaint

  Date:10/12/2022

  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.

  The Salesman, ******** came to our house & sat at our kitchen ********** discussed exactly what we wanted. We needed New PVC in 1/2 of the *********** Piping. We have an old home that can be accessed from a crawl space. We asked for the old galvanized pipe to be removed & replace the old outside faucets. He agreed to all including repairing the drywall and filling in the concrete that would be demolished. We asked would the New faucets be a new pipe or something else & he explained yes and went on to explain how the *** piping works. When the workers started, they informed us that they will not be removing any old pipes anywhere, they put up some kind of ridiculous type of faucet that anyone with PVC and a hose could have done & they made some errors in other areas that needed to be corrected because they placed a 2 x 4 on my wall with spigots for my *************** Still, they had every opportunity to correct & fix some of these issues that were brought to them during this time but they argued & fussed at my Wife either in person or over the phone. Since we have our contractor now working on our other ********** had to hold him up for ********* at the same time did some work so they didn't have to do any demo for the bathroom to put new *** piping in. Now they want to come back & try to get what they can of the pipes but it's too late after all this time of complaining because we have our new stuff in *********** Contractor working in another part of the house. They should have done this while they're at the locations when everything was open & we were all discussing this item. For the Price of the deal with what I asked for they should deduct what it would cost for them to send out a crew to remove the galvanized piping. I have a consensual recording from my ********* with the salesman (********) and His Supervisor (*****) talking about this galvanized pipe & the price reduction. I'd like $5,000.00 reduction 4 galvanized pipes that weren't removed with the price

  Customer Answer

  Date: 10/12/2022

  I'm not sure what your asking but I looked at my paperwork and I know I mentioned I could take a $5,000.00 price reduction but I could take a $1,340.00 price if I remember that would if I'm correct it would leave a balance of exactly $10,000.00. I would need a verification letter/email showing that we still have all the warranty as promised and the new balance of $10,000.00. But it's the Salesmans mistake by promising something and then not coming through with it along with the spigot and the horrible job of the 45 degree pipe instead of doing a 90 degree pipe.

  

  Business Response

  Date: 11/10/2022

  I went out to the client's home myself and sat with them for over an hour discussing there concerns. After the time I spent with them all parties agreed we are satisfied with the outcome. We made an adjustment to the final bill and I collected the balance they owed us.

• Initial Complaint

  Date:08/14/2022

  Type:Order 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.

  Purchased on July 26th, 2022. Purchase price was approximately $13,632 (AC unit) and $3,000 (water heater). We were supposed to get a Costco sponsored AC unit and water heater, Job number 128-522-967 (water heater) 128-523-202 (AC unit). We got a flier from Costco for a free AC consultation, called the number and was told their representatives in the area were Red Cap. We asked if Costco offered any water heaters like this AC deal they had, the call center rep said they didn't know but they would put my question in the notes. Thinking we were dealing with Costco representatives, selling Costco goods, we believed their promises of how the unit would be placed, the energy bill savings we would see, and the incomparable comfort we would experience over the 12 years of total coverage on the unit. We also trusted that we were buying a Costco associated water heater. The plumbers assessment that we needed a new water heater because it was leaking was incorrect. The county inspector found the same amount of water as before under the new water heater and suggested the water was coming from either a leaky pipe under our slab or a leak through the side of the building. We didn't need a new water heater and were tricked into buying one. Also, we have discovered that this unit was in no way connected to Costco or their guarantees. The AC unit hasn't worked right since day one, and despite dozens of calls and many visits, Red Cap still can't seem to figure it out, our energy bill has gone up by $100, and despite promises that the owners would contact me regarding a full refund, no such call has been received.
  
  Costco's flier connected us to a bad company, who sold us non-Costco related goods using deception. We want a full refund and to never do business with Red Cap again. We of course would like to coordinate the removal of Red Cap's equipment with the instillation of Costco affiliated equipment, so that we don't have to go days without a a water heater or any AC.

  

  Business Response

  Date: 08/25/2022

  Business Response /* (1000, 5, 2022/08/15) */
  The system is working the way it it supposed to. each time we have been out or the client's concerns our techs have checked the system and it's working per manufacture specifications. Costco does not sell water heaters and have not done so in over 2 years. That's why we sent out our plumbing advisor to quote the water heater separately. At that time the client asked for a bundle price for the new HVAC system and water heater so we had our HVAC sales advisor get the price from our plumbing advisor and submit one quote to the client.
  
  
  Consumer Response /* (3000, 7, 2022/08/15) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  They came out as Costco representatives and then sold me what I thought was a Costco sponsored product, which as it turns out was not. There is drastic temperatures throughout the house, there is no positive air pressure. The unit was not installed in the way agreed upon, and despite promises to move the unit ti the way agreed upon prior to sale, no one has returned our calls in a week. The bottom line is they were supposed to give me a Costco unit, and they deceptively sold me a product that has nothing to do with Costco. As for the water heater, we replaced it because the technician wrongly told us our water heater was leaking. The water source was not coming from the water heater. We want a full refund.
  
  
  Business Response /* (4000, 9, 2022/08/17) */
  Attached is the signed agreement for the 4 ton Daikin system. Our install manager will be calling the client today.
  
  
  Consumer Response /* (3000, 11, 2022/08/17) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  A senior member of the company visited our home today. He told me that the company was willing to make this right. The misdiagnosed broken water heater issue would be transferred to their plumbing lead to properly diagnose the source of the water and fix it. It was inferred that Red Cap would cover the cost of this plumbing work in an effort to make things right. The senior representative also offered to honor the Costco referral, and replace the ineffective Daikin with a Costco connected product that would properly work with our home. The senior representative also spoke of correcting the financing based on the new Costco affiliated AC unit we end up choosing. The senior representative also offered to upgrade the thermostat to allow for multi floor temperature control.
  
  
  Business Response /* (4000, 13, 2022/08/18) */
  We are going to replace the equipment and install the Lennox equipment.

• Initial Complaint

  Date:08/10/2022

  Type:Billing 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 had my home repiped by this company back in june 21 2022, I had payed them half of the job at 4036 dollars and the rest was to be payed after the job is completed and inspected, but this company refuses to come and finish the job that is not completed properly. I had reached out to them multiple times to no luck, there are mainline water pipes that are supposed to be buried a certain distance underground due to building codes and they are just ran on top of the ground, from what I understand they are supposed to be 12 inches underground when they are not. And these are my main water lines to my home from the outside. Also there were verbal contract between Mike h. (AKA) Kyle and myself due to them cutting into walls that were not supposed to be cut into, that he said they would fix but now they say they dont do that, which to me is a breach of contract. Also they blew screws through my walls and those walls are supposed to be repaired by them from the mouth of Rachel p. also and they wont respond back to any phone calls our messages. I would like to get this job finished and the contract fulfilled the written and verbal. And this put behind me but this company wont return phone calls. I dont know what else to do hopefully you guys can help me out in this situation. Thank you

  

  Business Response

  Date: 08/25/2022

  Business Response /* (1000, 5, 2022/08/11) */
  We have been in contact with our client through the entire process. we have the texting thread to show that was the case. The job is 100% complete and passed final inspection today. I have attached that to the reply. We will have the company we use to repair the holes in the wall from the screws. We don't not put drywall back and it's stated in our agreement. So the client still owes us the balance to us.

• Initial Complaint

  Date:08/01/2022

  Type:Billing 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 6/27/22 I used Red Cap & Plumbing to come out and install shower cartridges. The shower in the main bathroom was out of use and the one in master bedroom was in use by all residents. This was causing the master bedroom shower to begin to start the continuous drip as the main bathroom shower faucet had. The Tech noticed a hard water issue and immediately went to the sale of a softener. Being told the softener would remedy the issue after the cartridges were changed, I agreed to try them out. As the tech took the cartridges from my house to go see if they were available at thier warehouse, which is a few minutes from my house, he lost it. After returning, his main focus was no longer fixing the leaking shower faucet, but installing the softeners. When he stalled the softeners, this caused the solar panel pump and my breaker box to stop working. The next day, 6/28/22, a different tech came out to look into the issue. 2nd tech stated, my solar panel was installed wrong, it was plugged into an electric socket, leaving it to run continuously. I never had a problem with the solar panel or pump or breaker box before the softeners we're installed. Which I stated to the 2 techs and a member of their management. The original tech, stated, "since the issues started after the company (he) worked on my plumbing, that the company has to take care of it". After speaking with management 3 weeks later, (and telling them to come remover the softeners) I'm being told, they don't know how the financing would work. (so they just decided not to) I no longer want the softeners. The manager says, they won't fix the breaker box, but will replace the pump at no cost, but depending on how much it costs, that'll depend if I pay for the labor. I don't think I'm being treated fairly, am very DISSATISFIED with how they do business. I told the manager, "I wanted this taken care of as soon as possible. To this day 8/1/2022, I haven't heard from management. Nothing has been done.

  

  Business Response

  Date: 08/23/2022

  Business Response /* (1000, 5, 2022/08/04) */
  We are trying to call the client and she is not responding. The pump that that is not working we offered them 150.00 towards replacement. The pump was hard wired in and that is not the correct application.