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:09/22/2022

  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.

  **** Fowler agreed to do a complicated plumbing job on one of our rehabs houses. Our previous plumber could not finish this job because he did not have the experience, so we reached out to **** Fowler. We explained what the last plumber could not do and *****, at **** Fowler said he surely could do this job exactly as we wanted. We paid $2500 (in addition to what we paid the last plumber) because ***** told us he could get this job done right. When the job was done, he ran our credit card. We were unable to check the work beforehand but since we had worked with ******************************* before, we figured we could trust him and if something was not done right, he would come back out to correct it. We contacted *****, the owner as soon as we discovered the problem. However, he refused to come back out to correct it. He did say he would only change out one drain but this was so small compared to what really needed to be done. We would like a partial refund of $1250 as we now have to hire someone else to do what **** Fowler promised us they would do.

  Business Response

  Date: 09/22/2022

  We received your follow up inquiry post project completion. Upon receipt of the inquiry, we responded by stating we would review the photos we took of the job and get back with the client same day. We responded and informed client that the installation was completed in accordance with local code requirements. We offered to install the customers own plumbing materials they sourced from IKEA and see if those worked more to their needs than the ones we supplied. We informed the client that we can't take responsibility for customer supplied materials and the parts they had were unlikely to mitigate the concern they were expressing. The client denied our offer to return for additional evaluation/services.

   

  The plumbing the client had installed prior to our arrival was not in accordance with the manufacturer specifications  required to properly fit their sink they supplied. In order to entirely resolve the complaint it's likely that work outside the scope of services we were contracted for would be required. We did however complete every item we billed for as written on our invoice.

   

  We are always willing to back our work up and continue to be willing to work with this client to resolve their concerns. We will not make any billing adjustments as we completed the work as described in our invoice.

  Customer Answer

  Date: 09/22/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  This is not true. Business only offered to change out one drain. Did not offer to fit all the **** fittings as was originally discussed. Why would I have paid $2500 in addition to what I had already paid someone else if I knew you would not do this job as requested? This is unacceptable. You agreed to do this job the the requirements we asked and then you changed your mind. Unethical. Please just come do the job right or refund half our money so we can find someone else to do it. 
  
  Regards,
  
  *************************

  
  

  Business Response

  Date: 09/27/2022

  I will repeat what I have said all along. We are willing to install the **** parts and see if they solve the problem. We are willing to install the **** parts for each sink if they work. We do not supply **** materials and they are not a vendor we procure material from. If the client wants those specific materials used. they will need to provide them. We never refused to do this... We were only doing what the clients husband requested us do. Please see attached call recording of the customer accepting the repair.

   

  If we are so unethical, why would you use us for dozens of jobs? 

  Customer Answer

  Date: 09/29/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  You agreed to install the plumbing so the vanity drawers would close properly!!  We paid you $2500 on top of what another plumber already did ONLY because you told us you would make sure the drawers would close properly. We trusted you. The owner of the business, *****, has never even come out to our property to check the details.  You told us you would have the correct parts ordered so that the drawers would close properly- but you didn't do that. You left us hanging.

  I do not accept your response. I would like **** Fowler to refund half of what we paid! We could have paid anyone else to do what you did at fraction of what you charged us.

  Chase, you really need to be a man of your word and do what you said you would do. We are beyond disappointed in you. I've told so many people what an honest respectable company you are and now I have to tell them just the opposite. 
  
  Regards,
  
  *************************