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:06/23/2023

  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 24 May 2023, Excelsior Plumbing came to our home to replace the main water line from the street to the house. We were pleased with the quick work and his ability to identify the unknown connection point to the house. We paid $4,250 to replace the water line by check. We were satisfied with that price.Our home has two water meters and lines inside water and. The irrigation main line supports three hose spigots in the yard as well as a sprinkler system.The plumber indicated that they had had to cut through feeder lines to some of the sprinkler heads. This was unavoidable due to the location of the feeder lines. He marked the cuts.I had no issue with the feeder lines being cut and told him I understood. The main irrigation line, a 1 PVC pipe, was also cut in multiple locations. This disabled all use of any outside water.It was not our understanding that during the repair of the main waterline that significant damage would be done to the outside water line.He agreed to have an irrigation company come out to fix things and assured us he he was not that guy who would leave things in this state. The irrigation person came on Friday, 8 Jun 2023 and repaired two obvious cuts. After these repairs were done, turning on the water revealed another significant cut. It also appears that a 6-7 foot section of the line was ripped out during the initial repair.He said to contact the irrigation guy and he would have him come back. This did not happen.He has made some overtures to fix this, but to date, five weeks after the work was done, the problem is not resolved.We would like to have the irrigation line repaired so that the hoses work. Ideally, it would be good to have the irrigation feeder lines also repaired, but we had indicated from the start that we understood that those cuts were unavoidable.We are disappointed because things started out so well and we hoped to have found a line-term, go-to plumber.

  Business Response

  Date: 06/23/2023

  Ill start by saying per our original agreement we discussed the scope of work that would follow. 
  The customer knew he himself would be responsible for the irrigation repair as the project at hand was very vigorous & difficult. 
  The fact is that ,****************** contacted us days after and was complaining about how we left without repairing the irrigation lines. I asked her if she had spoke with ***************** about this? and that he in fact knew that he needed to contact an irrigation contractor. 
  Then ***************** paid the invoice in full for the work described & performed .We actually gave them as the contact information for an irrigation contractor. I have to say he was a very pleasant man and seemed very happy we fixed is problem.

  ****************** threatened us two separate times saying she was going to do this, meaning speaking bad about us with bad reviews & complaints.

  So Im really not surprised by this complaint at all. I saw this coming a mile away. 
   Based on speaking with ****************** twice her behavior in our opinion is that of a manipulative LIAR. Who most likely gave her husband grief about his agreement with us and is trying to get her way.  

  This complaint is a lie and completely fraudulent. I have 2 other witnesses who were on site and can attest to this agreement. 
  

  Customer Answer

  Date: 06/23/2023

   
  Complaint: 20226405
  
  I am rejecting this response because:

  First, I am disappointed in the tone and the accusations here.  It is totally out of line to begin this by calling my wife a manipulative liar.  That's a low move.
  

  Second, when we had the work done, I was pleased with the work.  This was a job that was difficult and uncertain.  But the level of damage done to the irrigation system was vastly understated.  It was represented as a few small cuts. I sounded like they were to the feeder lines to the individual sprinkler heads, not multiple large cuts and mangling of feet of the main irrigation supply around the house.

  Moreover, nothing was said about the possibility of cuts in advance.  Only after the work was done was I told that this had already happened.  ******** arrived and got right to work before there was any discussion about this. 
  

  ***** said he would get me the contact information for an irrigation company to fix the small breaks.  I had to text him several times to get this.  Ultimately, he sent an irrigation person out who fixed two cuts.  I found another.  ***** told me to contact the irrigation person to take care of this.  I had no response from him (the irrigation person) even though I sent the message to both ***** and **** (irrigation). 

  In the time since this began, every person that I described this to was shocked that a plumber would leave things damaged this way and not make it right.
  

  When I first spoke to ***** about my dissatisfaction about the irrigation system, the first words out of his mouth were "I'm not that guy!" meaning he's not the person who would leave it in a mess.  I fully believed that.  Perhaps that was not really the case.  Based on the name-calling I've seen now, I am not so sure.
  

  ***** started to make this right, but that has fizzled out, leaving us with a potentially costly repair as a consequence of his work.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/01/2023

  As per my Legal- no further comments are necessary 

  Customer Answer

  Date: 07/02/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  I understand from this that Excelsior Plumbing is not planning to stand up to the damage that they did while repairing the water line.
  

  While I am not happy with this situation and am disappointed to that things have worked out this way, sometimes it is as valuable to know who you cannot rely on as to know who you can.  I am glad that I know this now rather than later.

  I have contracted with an outside firm that came quickly, repaired the damage done by Excelsior while trenching, and re-did some of the faulty work done by the person that Excelsior sent.  Total out of pocket for me for this was $650. 
  

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