Complaints

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• Initial Complaint

  Date:06/21/2022

  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.

  Date of transaction: 6/17/2022 Amount paid $320 The servicer has refused to find a resolution, raised voice on the phone and hung up the phone on me I contacted Drip Drop Plumbing due to a leak on my ceiling. The initial plumber did not spend any time trying to figure out the issue and just decided to put three wax rings around the toilet. The plumber stated everything is good now. After the plumber left, the leak on the ceiling got exponentially worse where the water was dripping from multiple areas and the wet spot got bigger. The leak also got more aggressive. Instead of fixing the leak, Drip Drop made the leak worse and caused more damage on my ceiling. We called Drip Drop plumbing and asked for a different plumber where it took them 3 days for them to send someone different. The plumber did not take time to figure out the problem where my husband kindly asked him to please look. After repeatedly asking him to please check again, the plumber found that there is a crack in the toilet. The plumber specifically stated that we can call for a refund if we are dissatisfied with their service. My husband called Drip Drop today morning where the woman was aggressive and rude. She told us that they are not responsible for the crack of the toilet and that there is nothing that they can do. She could not explain to us why the leak got worse and why there is more damage. She refused to take responsibility of the damage of our ceiling that was caused by the first plumber. Drip Drop failed to provide us their service of fixing the leak and also caused more damage to our ceiling by making the leak worse. I called back to try again to talk with the woman but she continued to raise her voice and hung up the phone on me. We are requesting a full refund for a service that they failed to provide and, instead, made the leaking issue worse.

  

  Business Response

  Date: 06/22/2022

  On 6/17/22 Our plumber inspected a leak that appeared to be coming from the toilet. The tech installed three wax rings and it appeared to be resolved. I received a call Saturday morning 6/18/22 where the homeowner requested a different technician to come out and inspect the ongoing leak. He stated he turned the water off to the toilet and would be able to wait until MON. I explained we are a small business and have small crew and I would do my best to have someone out ASAP. My 2 technician arrived MON 6/20/22 8-9am arrival and inspected the issue with the toilet. He also came to the conclusion the was seal needed to be replaced again and when that didn't work, he removed the toilet and turned it over to find a good-sized crack in the inside base of the fixture. Due to the fact DDP did NOT supply or install the toilet initially we are not liable for the damages. The crack was pre-DDP visit and leaking. After I received a message asking for a refund, I emailed the homeowner with this reason why we are not responsible for this issue and explained we did provide services, but the toilet is broken. They should call the initial installer or take the toilet back to the point of purchase. They are refusing to expect this. Someone else installed this toilet and it either came damaged or it was damaged upon install. We do not repair toilets and we do not warranty work that someone else did. I understand our efforts failed due to the crack inside base, but that it not our responsibility. The costs of gas and material keep rising and our services are not free. We declined to refund since we did travel and hour to the property, onsite for an hour and used materials, and returned a second time and used materials ultimately to find the toilet was damaged well before we arrived the first time. The ONLY solution to resolve this matter is for the customer to take back the toilet to the original point of sale and ask for a refund or replacement. We cannot repair toilets with cracks, nor we do we repair drywall. All of this was explained more than once by the office. The second tech also felt the homeowners were aggravated by a situation not caused by us and said he does not have the decision-making power to offer any solution when asked. Due to the energy in the room, he felt he needed to leave as quickly as possible. They are asking us for services that we are not responsible for. We did not break the toilet. We were called out to inspect the leak. Upon our inspection (Multiple visits, & materials) it was found the fixture is broken and cannot provide any type of warranty on fixtures we didn't provide or install. See picture of broken toilet attached. 

  Customer Answer

  Date: 06/24/2022

   
  Complaint: 17455476
  
  I am rejecting this response because:

  
  

  Drip Drop has not addressed the issue in question. Drip Drop has not addressed the damage they caused by making the leak exponentially worse by the first technician. Drip Drop is diverting the attention to the crack on the toilet, which I understand the crack was not their fault, however, the first plumber they sent out caused more damage to our ceiling by making the leak worse. The first plumber misdiagnosed the issue and worsened the leak causing damage to our ceiling. It is clear that Drip Drop is avoiding the issue of the first plumber making the leak worse. When we called Drip Drop after the first plumber left, we told them that the first plumber made the leak worse and the ceiling is in worse condition. Drip Drop failed to mention that conversation in the response. Drip Drop is responsible for the misdiagnosing of the issue and carelessly performing work that made the leak worse further damaging my ceiling. Drip Drop lacked integrity and professionalism when addressing our concerns. 

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

  

  Business Response

  Date: 06/28/2022

  The toilet was cracked from the day of purchase/install on the inside of the toilet. The initial tech followed thru on his services and made multiple attempts to resolve the leak. It appeared at the time the leak was resolved. During my phone conversation with the homeowner after the initial visit, he stated the water was off and the leak was no longer present after the toilet bowl drained (where the crack was found later). If our second tech that was out had not turned the toilet over to find the crack, the leak would still be ongoing. We are NOT responsible for damaged products installed by others prior to our arrival. We are an honorable company and stand behind our services. Which is what we did. However, we cannot warranty repairs on products not supplied or installed by us. The leak was present PRIOR to our arrival. We stand behind our services. 

  Customer Answer

  Date: 06/30/2022

   
  Complaint: 17455476
  
  I am rejecting this response because:

  The issue is that the reason Drip Drop Plumbing was called is because there was a leak and we needed help to stop the leak from getting worse and to fix it. The business owner is admitting to being unable to resolve the leak and that they were unable to provide the services to fix the leak. They misdiagnosed the issue, claimed the issue was resolved, turned the water back on and caused further damage. I believe it is within my right to request a refund. If they want to keep the cost for gas/materials, I am happy to pay that amount, but I should not be charged for unnecessary services. I did not request my toilet to be reseated. I am not asking for drywall repairs or anything of the sort. I believe if they were an honorable company, they should issue a refund as they were not able to resolve the issue. If they did not have the expertise to resolve the issue, I should not be charged for unnecessary "services" (Especially if they led to further damage). They charged $320 and did not resolve the leak that they were called in to fix. As a customer, I should be entitled to a refund as they were unable to resolve the issue and are clearly admitting to it. I am not saying that they did not provide any services, but they did not provide the service that I requested (resolve the leak). 
  
  Sincerely,
  
  ***************