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:03/08/2024

  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.

  I have a four-year-old standard toilet from ****** whose flapper did not sit in place properly. **** from Lutherville Plumbing confirmed that this job was simple.Before he came, I told him that the silver braided toiled pipe had a few drips the last time I turned the water valve to flush the toilet. On Jan 24th, **** came by mid-afternoon to fix it, and my 23-year-old son let him in and directed him to the second-story bathroom, where moments later, he called for my son to ask if he knew where the main water valve was located. My son replied that it was in the basement, but unsure of the exact location. At that point, the plumber had already stripped or further stripped the packing nut and broke off the ****** located, causing water to gush out, as he told me on the phone. The water was manageable with his hand clamped over the leak, but he knew it would flow uncontrollably if he let the broken spot unclamped. Instead of asking my son to hold tight to the leaking spot on the braided stainless steel pipe, **** let go to head down two floors, find the main water valve, and turn it off. While he was gone, water flooded the bathroom floor, saturated two bathmats, and flooded the bedroom carpet two feet from where the bathroom ended.When **** returned upstairs, he saw the mess and called for my son to grab towels. He did so but also saw water now dripping from the living room ceiling, which is made of plaster. **** took three towels downstairs to absorb the water on the living room floor. I found this out when I came home, walked on a wet carpet, and eventually found two dripping wet mats lying on my shower floor. I heard the story of the events from my son, who told me it took **** about 25 minutes to repair the flapper and install a new stainless braid. What I did not anticipate was bubbling in the living room ceiling that is spreading and growing larger. This means there is water in the ceiling, and it will break through the plaster if I do not call a construction/repair person in to fix the additional damage left by **** at Lutherville Plumbing. **** left no bill or message explaining what happened. I called twice on Jan 25th and three times on the 26th to understand what happened on the 24th. **** assured me that what took place was rare and that I should have no problems coming forward - evidently, he did not want to mention the leaking water damage and the residual problems it would cause. I asked for the bill, and he said it would not cost much. Still unaware of the ceiling damage yet to materialize the next day, I thanked him for his work and said I would recommend him to my neighbors. I spoke too soon. Within two days of using the flush, the living room plaster ceiling began to pocket and bubble more so. The area continues to grow. I called the plumber and expressed concern for the ensuing damage and the degree to which he left behind more costly repairs: mold growing on my bedroom carpet and padding, water in the living room ceiling, etc. The plumber informed me that the job was done well and that a bill would be emailed to me. I asked for it to be mailed to me instead. A bill for $391.64 was emailed in early Feb, and I immediately called to ask for an explanation as to why a basic fix on a standard toilet that took 25 minutes of labor cost so much. I was informed that the plumber did not have the material (basic as it was) with him and, unbeknownst to me, drove to a plumbing store 7.2 miles from my house to buy the basics. Lowes is less than four miles from my house.The plumber billed me two hours: 25 minutes in the house bumped up to an hour and one hour to drive to and from the store. I would never have sanctioned this.He also more than tripled the cost of the materials. I know this because I called the supply store and requested a material breakdown.I am left with a toilet that partially flushes and residual water pushing through my living room plaster ceiling. I am hiring another contractor to fix the mess left behind by Lutherville Plumbing.

  Business Response

  Date: 03/25/2024

  To Whom it may Concern, 

       Mrs. ******* called our office in regards to a toilet repair.   The job was completed for Mrs. ******* on 1/24/24.  When attempting to repair the leaking valve. The 3/8" brass ****** broke off due to its poor condition.  It was brittle and had wrench marks from a previous repair attempt not completed by Lutherville Plumbing CO.  I still have possession of these parts due to the compromised condition..  Upon the ****** breaking the toilet needed to be repaired promptly to restore water to the residence.  I called Mrs. ******* at this time but she did not answer or return my call that afternoon.  I proceeded with the repair.  I went to the supply house I typically go to for quality plumbing materials which is ********** and ******.  I returned and completed the work the same day and restored water to the residence.  I billed Mrs. ******* for 2 hours labor start to finish. She complimented me for the work via text message days later and asked if she could share my contact info with her neighbors.  I sent the invoice for the work completed and that is when she became irritated and asked if she was being charged for travel time which I told her yes it is common practice to charge for purchasing needed materials to complete a repair in a plumbing practice.  Reading the complaint is the first I have heard of "lingering" issues.  This was a repair on a water pipe which is under pressure 24/7 meaning it would be constantly leaking if there was a lingering issue.  I have also not been presented with a remediation report for mold.  

   

  I am Master plumber with a Bachelor's degree in Business. We have been in business for 7 years and completed nearly ***** jobs in that time.  We are a word of mouth business with zero presence on social media and no advertising.  Our reputation in the industry speaks for itself.  We have never had a customer in 7 years that refuses to pay for plumbing service.  

   

  Here is the invoice breakdown:

   

  (1) 3/8" x 6" chrome ****** $26.76
  (1) 3/8" IP x 3/8 compression angle $19.62
  (1) 12" Stainless steel braided toilet supply $15.24
  (1) 3" AS ****** Flapper $ 34.70
  (1) Fluidmaster PRO45B fill valve $25.87
  
  (2) Rubber toilet shims $2.00
  
  
  Total Material = $124.19
  Tax = $7.45
  Labor $260.00
  Invoice total = $391.64

   

  Regards, 

   

  ******* **********

  Lutherville Plumbing Co.

   

   

  Customer Answer

  Date: 03/28/2024

   
  Complaint: 21402643
  
  I am rejecting this response because: damage done to my house is a costly burden and one that the company is responsible to correct. i have spoken again to a lawyer and to several other plumbing companies, explaining to their plumbers what happened. Each tells me that their company is responsible if they damage a property. Additionally, they agree that billing someone to drive to a store and back is a bad practice and one they do not do. Moreover, a *** from Serve-Pro and another plumber familiar with Lutherville Plumbing are coming to my house to look at the work and damage. If a company cared about its ***utation, it would take care of its clients. I am making it known publically in multiple forums what happened. I know good business practice; I have an MBA and teach Economics on the university level.  I am taking advice of counsel before i proceed. 
  
  Sincerely,
  
  **** *****-*******