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:05/12/2025

  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.

  Hello, I am writing this complaint due to the negligence From Derry Plumbing and heating, they were hired to do work at my condo initially August 27th 2024. Here is a list of work they were originally hired to do:*Remove/dispose of toilet, closet door & frame, shower stall and vanity *supply/install Kohler 30''x60'' tub/shower complete unit *supply/install new delta shower valve, drain, piping, etc.*Re-sheetrock around shower, tape, mud, sand, paint *convert bathroom closet into a laundry room. frame around old door, install recessed laundry box for washer w/ hot/cold piping. dryer vent not included *replace 4" baseboard heat in bathroom with new *Tile 1/2 up the wall *new LTV OR LVP flooring, installed *install owner-supplied vanity w/faucet and mirror *supply/install new toilet *install (2) new doors w/trim *paint entire bathroom *manufacturer warranty on equipment *2 year warranty on parts/labor * no warranty owner-supplied material cost $23,630 They have not returned any of my calls or emails. They charged me for the tub that I supplied, they only tiled 1/4 way up the wall, they did NOT convert the closet into a "laundry room" in fact my washer/dryer doesn't even fit in the closet! they made me use flooring I didn't want. they left holes in the wall where work wasn't completed, the vanity was not installed in a good location. The toilet feels like it's not fully connected to the floor! I truly feel like I was taken advantage of because I am losing my eyesight and they knew that so they ripped me off. Then when I tried to contact them to discuss it they have completely ignored me. Im having difficulty pursuing this and getting the justice I deserve. Please help. and I hope this doesn't happen to anyone else.

  

  Business Response

  Date: 05/13/2025

  This is in response to Daron's complaint that was written and created by her boyfriend no her. We contracted a bathroom remodel for her. We did exactly what was in the contract and some small extra work for free. The contract does state tile half way up the walls, that was a misprint, It was meant to be at the height of ******* coating which is where we tiled up to per their approval. The *** flooring is also exactly what they picked out and approved. The vanity went back where it was per their approval. WE did not leave any holes in the walls to my knowledge. If there were holes in the walls we would go back and fix them. The closet that is in the bathroom was contracted to reframe the door opening to a larger opening and add a recessed laundry box. There was nothing ever mentioned about enlarging the closet. If the toilet is loose, she does have a 2 year warranty with us and we will come back out and fix it, she has to call to set up an appointment. In respect to the shower enclosure, we ordered a special full enclosure shower stall for her. It was a special order with no returns. Without even telling us ahead of time, when we showed up to start the job she informed us that they purchased their own tub and now wanted the shower walls tiled. We gave her a price to tile the walls, she approved the work and paid for it. She was informed at the time that we could not return her shower stall. We still have her shower stall, if she wants it she can have it. Now i want to address there complaint about us not returning phone calls or emails. That is completely un true. We have returned their calls and emails every time. When we were done they paid us and we never heard another word from them until now. We don't understand what they are trying to do but we did exactly what the contract called for and they were happy when we left. Here it is almost a year later and and they are doing this. Here is a copy of her contract.

  Customer Answer

  Date: 05/14/2025

   
  Complaint: 23313948
  
  I do not accept the business's response as a resolution to my complaint because: This has been an on-going issue, the contract was from last August but it took months for the work to be done and after trying to get ahold of the business with no luck, I decided to pursue this complaint. I feel they took advantage of my vision disability, and I was not communicated with by the business properly. They suggested that shower stall but I never agreed to it and told them I was purchasing my own tub (and toilet, including shower ?? fixtures) I was not aware that they ordered a shower stall and that it was non-refundable, I never wanted a shower stall! The business has admitted the typo but how do I know I didnt pay for half wall tiling when I only got a quarter wall, and I dont love it. The contract clearly states that the closet was meant to be altered to fit the washer/dryer it doesnt fit! So that isnt right. The contractor that did the work (who no longer works for them) told me that Im not the only one unsatisfied with their work and getting ripped off. So no, I do not accept their response.
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 05/14/2025

  Now everything he, not she is stating is completely a lie and i can prove all of it. If he is so sure about what he is stating then i would suggest that he takes us to court. He is looking for a free ride and is not going to get it here. Thank you