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:03/05/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 April 25th, 2022 Cary Plumbing replaced an outside spigot on the back of my home. Over the winter the handle sheared off flush where the stem for the handle came out of the casing. I believe this was due to cold and suggested they investigate a recall on the part.
  
  They came out to replace the spigot with a different one. The plumber was professional, on time, contacted me via phone before his arrival, and was on site for less than 15 mins.
  He left the broken spigot with me at my request.
  
  Cary Plumbing charged me $191.98 to replace the less-than-a-year-old spigot that failed. I explained that we needed plumbing that would last longer than a year and I did not have any issue paying the $10 difference for the new spigot but that I took issue with paying labor to replace something that I had paid labor for less than a year ago.
  
  Today on the phone Cary Plumbing's office manager, ****** ***********, politely told me that she was happy to reduce the charge of the spigot from $55 to $10 (the difference in the material). She would also remove the diagnostic fee from the bill (I assume this is because the issue was clearly with the faulty part they installed in April).
  She would not compromise on the labor charge. I sited that I paid for this repair in April of 22 and it hadn't been a year.
  Ms. *********** said that issue was not with the labor. I told her the issue was with the service. She said their labor is only guaranteed for 90 days. Ms. *********** said, "this is not a negotiation." At this point it clearly is.
  
  I am unhappy with the level of service from Cary Plumbing. I have asked to speak to the owner of the company and Ms. *********** said that they "may or may not return my call."
  
  I'm happy to compromise on a payment for labor but am looking for Cary Plumbing to take responsibility for the level of quality of the service they provided to my household last April. I do not feel I should have to pay for this service twice.

  

  Business Response

  Date: 03/08/2023

  Thank you for reaching out. Yes, we did arrive to the
  customer’s home on 3/2/2023 and replaced a broken outside faucet that was installed
  April of 2022. The customer called to contest the charges at which point we did
  inform her that it was outside of the 90-day labor warranty but that we, out of
  good faith and not knowing if we would even get credit on the outside faucet, would
  reduce the faucet to $10 (the difference between the two faucets as she wanted
  an upgraded one) and also reduce the labor from $124 to $82. We did not reduce
  the labor out of it being a faulty part. We were doing it to come to a middle
  ground. The shearing indicated that something forcefully hit the outside
  faucet. The owner has since spoken with the customer and we reduced the labor
  once more to $42 with the $10 outside faucet. The customer has also provided
  payment at this time.  

  Customer Answer

  Date: 03/08/2023

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ********* ********