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:02/19/2024

  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.

  This plumber was sent to my home in December of 2023 to repair a waistline in my bathroom from a home warranty company that I have. They cut the waistline making the tub unusable and then refused to come out to inspect the damage that they caused to my home. I will be taking them to court. My tub has to be removed to replace the waistline. Stay as far away from this company as you can,

  Business Response

  Date: 02/20/2024

  HI *****,

           We did not cut your waistline. Your waste and overflow were broken, and we did not have the part needed to make the repair that day. You were informed of this. Our technician left the waste and overflow off until he could return with the correct part to prevent anyone from using the unit because it was leaking. This information was also communicated to you. You mentioned that this is the worst mess anyone has ever left at your house and that you did not want us to come back. Upon reviewing the pictures we had seen prior to this complaint, in my humble opinion, which respectfully differs from yours, there is no mess. The part was intentionally left off to prevent usage of the unit. After contacting you and learning that you did not want us to return, we reached out to your home warranty company to inform them that we would not be returning and requested that they provide another vendor as per your request.

  Customer Answer

  Date: 02/23/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  My waistline was left unuseable after they left. I have not been able to use that tub since their first visit. Every plumber that has come to my home since Joe Lay and Sons left have stated that too much of the line has been cut. I do not have the skill set to cut any plumbing lines.

  While I initially refused Joe Lay and Sons to come back and fix my waistline, I have reached back out to Joe Lay and Sons on several subsequent occasions and they have refused to come back to investigate the condition they left my tub in. There is no way to tell if it was leaking when they left after the first visit. I was instructed to remove a cabinet from my kitchen on the first floor for them to gain access to the waistline that was removed. All 3 of the plumbers that have been at my property since Joe Lay and Sons arrive have stated that the line was cut too much. After weeks of battling with the Home Warrenty company, I have finally been able to begin the claim process for the damage that was caused to my waistline causing the tub to be unusable since the December of 2023. 

  This plumbing company does NOT know what they are doing and is refusing to take responsibility for their incompetent workers.

   

   

  Regards,
  
  
  
  ***** *****