Complaints

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• Initial Complaint

  Date:04/19/2023

  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 called Metric Plumbing due to a kitchen sink clog. They were not able to locate the clog and installed a water pump for my kitchen sink and dishwasher. I paid in full, around $2000. I received an additional cost of $350. I was told it was for a permit. No one stated I needed a permit. No one stated they were getting a permit. No one asked me if it was OK with me to purchase a permit. I explained I am having lots of issues with my town, costing me additional money, and didnt want to pay for a permit. With this said, Our street is having lots of issues with water. The water **** was here and saw the pump. He stated the vent doesnt appear to be code and I better have the building inspector check it. The Vent did not pass inspection! I have written Metric 3 times and left 3 messages. No one has responded! This could be a dangerous situation!!

  Business Response

  Date: 05/02/2023

  To whom it may concern
  My name is *****************************, and I am the owner of Metric plumbing and am in receipt of this complaint.
  Please note that metric Plumbing is a family business serving the local communities for many years. In fact, we are celebrating our 50th year in business this year
  I mention this because Metric Plumbing has built an excellent reputation over those years because of their strong customer relationship skills,fair pricing, honest workers, and lots of integrity.
  We treat all our customers like family and do whatever we can to satisfy all our customers, as we did with ************************
  That said, I will try to recap all events of *********************** project as follows:
  Metric was called last August by *********************** because of a clogged kitchen sink drain.
  Metric responded promptly and attempted to clear the drain with our electric snakes but realized that the underground line had apparently rotted out and needed to be replaced.
  Because of where the line was in the home, it was inaccessible,so we originally proposed to relocate the pipe by chopping up garage floor and excavating as needed to run a new drain line back to main in rear of garage.
  That project was going to cost over ******* with the cleanup involved and floor patching required.
  *********************** explained that this was more than she could afford and asked if we
  could we do any better on price, or if there were any other options.
  I checked the code book to see if I could install a pump with a local vent and found that it was permitted, so I offered that option to ***********************, let her know that the new scope of work would be under 4000.00.She approved the work and gave ** a ******* deposit to get started.
  The final invoice was ******* including the permit fees.
  *********************** paid promptly less the permit fees because she said she never wanted a permit.
  That said, I may not have made it clear that there was a permit involved in our budget, but it is required by law to take one out for this type of work. It is my responsibility as a licensed plumber to take out permits when required. I did not realize the permit was going to be such a big issue, they are mainly for the consumers protection that the work gets done per code, and their protection.
  Anyway, prior to this complaint, my office did call ********************** multiple times to schedule the inspection required, but never received a call back, and  called myself as well.
  When *********************** emailed our office a few weeks ago to say the inspection failed, I was shocked because we never even knew it was scheduled.
  *********************** said she wrote ** and called ** multiple times about this, but I am only aware of the one email we received. After receiving that email, I did attempt to call her several times again, still with no response back.
  I finally emailed here and after that there was some correspondence started through emails, but I still have not spoken with her yet.
  I called the town to follow up on the details of the failed inspection,and they confirmed that the venting was ok, but I needed to install a shut off valve for future service.
  That said, in my last email to ***********************, I gave her sometimes for ** to come out and am waiting for her response so we can come back to make the minor adjustment needed.
  I also offered to slit the costs of the permit fees with her if that would help.
  Hopefully I addressed all the concerns in the complaint and look forward to getting everything resolved promptly.
  Please advise what is required next on my end.
  Thanks