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:12/12/2024

  Type:Billing 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.

  On Dec 7th I spoke to ****** and he quoted me $175 each for 2 toilets to replace the flapper and fill valve at my mother's home. I explained that I am her POA and I pay her bills and asked that the invoice be sent to me by email. He arrived on Dec. 9th with another worker to replace the items. He insisted that my mother has to pay before they could leave and she gave them her credit card. About an hour later I got the email and they charged $689.36 for the service. I called the owner ****** ****** to find out why it was so much. He said it was $220 to repair each one plus the $175, when I told him that that was not what I was quoted he became very belligerent and was yelling and not trying to answer my questions. He made several untruthful comments such as that he was the one that gave me the quote, but it was not. Then he said that more work was done, but when I asked for details he yelled more. The numbers he was saying still didn't add up and I was starting to lose my cool a bit and decided to hang up as nothing was getting accomplished. I have pictures of what they did and no extra work was done. They were on camera arriving and leaving 45 minutes later and not carrying any additional materials. I do not have a problem paying for the services rendered, but I would like to pay what I was quoted, not what they made up to charge an old lady! I have another quote for $200 each but went with Crystal at $175 to save a few bucks. So, if he wants $220 for each, I am willing to pay that. But I believe they have tried to take advantage of my mother, especially since ****** was the initial contact and knew she had a POA and had no problem with the arrangement on the phone. I have calculated $220 + $220 - $22 (senior discount)=$418 + $25.08 tax = $443.08. I would like a refund of the difference $246.28.

  Business Response

  Date: 01/03/2025

  "On Dec 7th I spoke to ****** and he quoted me $175 each for 2 toilets to replace the flapper and fill valve at my mother's home. I explained that I am her POA and I pay her bills and asked that the invoice be sent to me by email."

  In fact, the customer did not speak with ****** but communicated directly with me via our customer relations platform. Initially, I received a contact form through our website, which was followed by a scheduled appointment and several text messages and email correspondences with me. In item "text1," you will find a screenshot of our platform where she informed me that she was a POA for her mother. I entered this information into the notes section of the customer profile for our technicians to view upon arrival at the job site.
  I also provided the original rough quote over the phone, which was slightly off compared to our current price book. This discrepancy is not unusual, which is why it is called a quote for work. Actual costs can vary due to labor, risk, and overhead factors such as materials, tools, and insurance.

  "He arrived on Dec. 9th with another worker to replace the items. He insisted that my mother has to pay before they could leave and she gave them her credit card. About an hour later I got the email and they charged $689.36 for the service."

  Correction: ****** and *******, licensed plumbers and my local technicians for the *********, MD area, arrived on December 9th. It is customary to make final payment upon completion. I do not believe my technicians would demand payment while discussing pricing and explaining how payments work. Our customer, **** *., was pleased with our services and willingly paid with her card. Our technicians left the job site having performed satisfactory work at a price made in good faith.

  "I called the owner ****** ****** to find out why it was so much. He said it was $220 to repair each one plus the $175, when I told him that that was not what I was quoted he became very belligerent and was yelling and not trying to answer my questions. He made several untruthful comments such as that he was the one that gave me the quote, but it was not. Then he said that more work was done, but when I asked for details he yelled more. The numbers he was saying still didn't add up and I was starting to lose my cool a bit and decided to hang up as nothing was getting accomplished."

  I have uploaded the phone call for review; it is labeled "**** ******* phone call." There was definitely some confusion about pricing. However, the agreed-upon estimate was neither outlandish nor high. I have included a screenshot of our price book for review. Our dynamic pricing fluctuates based on factors such as materials available, stock prices, gas prices, and other variables. You'll notice her quote aligns exactly where it should be. It was made in good faith, good work was performed, and specialized services like plumbing are not as inexpensive as they once were.
  The phone call ended because I stand behind my team and their work, as well as our prices. This customer was disgruntled and rude due to a lack of communication, and prior bad experiences with contractors, which is understandable. However, this is not a valid reason to issue a refund, as toilet repairs do not carry much in profit margin, and are often used to "get in the door" which is always what we strive to do.

  "I have pictures of what they did and no extra work was done. They were on camera arriving and leaving 45 minutes later and not carrying any additional materials. I do not have a problem paying for the services rendered, but I would like to pay what I was quoted, not what they made up to charge an old lady!"

  I would like to reiterate that neither my company nor any of the technicians I hire would ever take advantage of the elderly. We deeply value mentorship and experience, which is why a senior discount was applied to the invoice at the time of sale. I have included the invoice for your review.

  "I have another quote for $200 each but went with Crystal at $175 to save a few bucks. So, if he wants $220 for each, I am willing to pay that. But I believe they have tried to take advantage of my mother, especially since ****** was the initial contact and knew she had a POA and had no problem with the arrangement on the phone."

  As mentioned in the attached document "text1," the discussion regarding the Power of Attorney (POA) was with me, not ******. I made sure to document this information in the customer notes. However, my technicians overlooked opening the specific notes tab containing this information. This oversight should not be interpreted as an act of bad faith. It was a simple mistake made by a technician who has been working long hours during our busy season. This misunderstanding arose from this error.

  "I have calculated $220 + $220 - $22 (senior discount)=$418 + $25.08 tax = $443.08. I would like a refund of the difference $246.28.

  Please refer to the attached screenshot of our price book. While our prices may fluctuate slightly over time, this reflects our commitment to charging fairly and competitively within our local market. Thank you for your understanding.

  Customer Answer

  Date: 01/06/2025

   
  Complaint: 22672874
  
  I am rejecting this response because: The owner is not being truthful. I have submitted a screenshot of the "incoming" call I received from ****** who was on call that weekend during my request. The fact that ******** name appears is not surprising since I am sure all company phones are in his name. The fact remains...****** called, he quoted me $175 each. This was over speaker phone with my husband as a witness nodding his head to me that it was a good price. I never... ever.... would have agreed to $361.30! My mother agreed because she is 84 and doesn't know better which is why she has a POA.

  I never spoke to ****** until I called to dispute the invoice. I understand backing up your staff, that is admirable, but that doesn't mean they are always right!

  ****** needs to be updated on the pricing structure or perhaps he was just trying to pull a side gig, who knows. 

  The bottom line, your poor practice of communication has cost an elderly lady on a fixed income twice the money it should have! My fault is that I should have gotten the price in writing. From this point forward I will!! Thank you for that!

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

  Business Response

  Date: 01/07/2025

  Dear BBB Representative,
  Thank you for bringing Ms. **** *******' complaint to our attention. We wish to clarify that the customer in this case is not Ms. **** ******** but her mother, who availed herself of our services and was highly satisfied with the work performed. Our technicians reported that she was very sweet and polite while they serviced the home.
  Our records indicate that we completed the requested services following our standard procedures and pricing as outlined in our price book. The payment was received without any issues, and our customer expressed her satisfaction with the service provided. While we appreciate the concern raised by Ms. ******** we believe this matter has been concluded satisfactorily. We stand by the integrity of our work and our commitment to transparent and fair pricing.
  We appreciate the opportunity to address this matter and assure you that we consistently strive to provide excellent service to all our customers. This commitment to quality service is why we offer senior and military discounts.
  Sincerely, Crystal Water Plumbing

  Customer Answer

  Date: 01/07/2025

   
  Complaint: 22672874
  
  I am rejecting this response because: The owner is still not being truthful and is twisting the facts. I am the one who called and requested the service, not my mother. The service was to be on my terms, not my mother as the owner has acknowledged his awareness of the **** My mother has Early-Stage Dementia, she is and has always been friendly towards anyone. I was told I would be emailed the invoice and given the opportunity to pay it as I do pay all of her bills. The technicians took advantage of her by asking for payment before contacting me as agreed. This would have only taken minutes.

  However, I don't think it would have made any difference as the owner is steadfast in his belief that it's okay for his technicians to not be responsible for making false quotes because it made him more money. 

  Additionally, I was never offered or given this price list that he keeps quoting. If it is his standard, then it should be posted on his website and it should have been texted or emailed to me, and every other customer inquiring, to prevent these "misunderstandings" from happening. I don't believe it existed before, because when I asked the owner on the phone what the invoiced fee included, he said it should be $220 each and they must have done extra work, he needed to talk to the technician first. Then this price list evolved with prices almost double the average rate in our area.

  I think what it boils down to is that the owner does not want to admit that he, or someone under his control, has made a mistake or he is hiding his own deception.

  Either way, they will not get any more business from me, my family or associates. I will always get a written quote before any work is started in the future.
  
  Sincerely,
  
  **** *******

  Customer Answer

  Date: 01/08/2025

  Better Business Bureau:

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

  I appreciate the offer for mediation; however, I believe that if the owner accepts the offer to mediate, he still will not be willing to compromise. This would mean wasting another $200 on this company which I am not willing to do. Someday his conscious will catch up to him.

  Regards,

  **** *******