Complaints

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• Initial Complaint

  Date:07/05/2023

  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.

  Service Job ************** under Sears Home Warranty Insurance .on 5/3/2023.
  ** ******* came to fix leaking Kitchen faucet and replaced with Delta Kitchen faucet . Within 2 weeks it started leaking from base . Per ** ******* re-evaluation " checked water pressure in house and very high causing Leakage " and walked out saying High pressure is an exclusion for him to perform further service. We contacted Sears Home warranty and they sent another Plumbing company on their list. This new plumbing company disagreed with ** ******** findings saying he found easy excuse to get out . And they found Delta Kitchen Faucet was defective and replaced with New Delta Kitchen Faucet on 5/26/2023 at Cost ( Labour + Part ) of $420 and it have been working well . Morever we are in our home since 1997 and No plumber ever complained about High water pressure .We contacted ** ******* about it and requested him to reimburse us with $420 since we have to spend this money , because he did not perform the service well and did not get the job done , he did not respond to our message .

  Business Response

  Date: 07/17/2023

   Orginal problem was kitchen faucet was leaking. got authorization to replace.  I was called back 2 weeks later. I tested water pressure  by suggestion of manufacturer and supply house max pressure for the faucet that was installed was 60 psi.  house pressure was 120 psi. Double of the recommended pressure for this faucet. Customer never gave me a chance to replace the faucet with another. I never said that it could not be a defective part. However , with never having the opportunity to make it right . I suppose we will never fine out. My reputation is everything.  For another company to say that  is appalling and assumption.  Why would I cut my own throat with a company for 1 job that only was a few hundred dollars compared to the thousands that I bring in each year.  Does not make since.  I do what I can to take care of all my customers thru this warranty company. However, you learn that you can not please everyone.  Customer not agreeing with me is expected.  I am offended by someone trying to tant my name by someone who knows nothing of the trade.  another company stating things like what was stated could be an attempt  to try and gain their business. I stand by what the manufacturer and supply house stated to me. I can not say what the recommended pressure for the old one was. Bottom line is. I wasnt given the chance to return to replace the faucet I supplied with another. If the warranty company had sent another Cinch Vendor as stated. Why was she required to pay an additional amount of $430.00. The warranty company I believe would have taken care of the customer and not charged  the customer. That part is hard to believe, since the warranty company would be to take care of the customer as not to cost them the customer account by her cancelling her policy. I stand by my diagnois and do not believe that I owe her any refund. This again supported by both maufacturer and supplier.

  Customer Answer

  Date: 07/22/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:** ******* Talk about reputation ,ethics morality but his actions do not match his words . Here are facts .

  ** ******* never completed  the job  to satisfaction for which he was paid in full , in "Cash only" as he insisted . He had chance to fix it on next visit , but he walked out by using " exclusion criteria of High Water pressure " which was rejected by Second Plumbing company. Morever in more than 25 years we live in this house , noone ever said about " High home water pressure " before or after his visit . Second company Fixed problem costing us $420 for labour and parts , for which we have receipts . 

  ** ******* was sent by Sears Home Warranty ,and he was communicating with them for any repair plans and authorization . he can call them and discuss why they recommended , another Plumbing company .

  If ** ******* is concerned about his reputation , best way to maintain his reputation is by paying us $420, the amount we paid to another plumbing company for which he failed to do it . We can show him receipts for Labour and Parts

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

  Customer Answer

  Date: 08/08/2023

  Better Business Bureau:

  
  

  I would like to reject the offer of Mediation for complaint ID *********

  there is nothing to mediate . ** ******* made a mistake by not finishing the job and got paid in full “ in cash only “ as he demanded . We want reimbursement $420, amount other company had to fix the problem 

  
  

  Regards,

  
  

  ***** ******