Complaints

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• Initial Complaint

  Date:11/18/2024

  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 bought a home in August 2024, and purchased a home warranty *** thru my broker/bank. *** assigned k & k plumbing .My home needed a new hot water heater and the two drain stacks one from a sink and the other from shower/toliet/sink. The owner Eric came out and took pictures said he would be in touch. They did come and replaced the hot water heater. And returned 2 weeks later to replace the drain stacks, Neither job was complete or satisfactory, on October 25 Jeff (owner Eric’s son ) Problem #1 they did not replace the bottom of the kitchen sink drain stack as they said they would have to jackhammer the floor but then my kitchen sink would not drain. I had to hire another plumber and he was able to successfully replace the bottom of the kitchen drain stack and have no kitchen sink backups.
  Problem two the drain stack for the shower/toliet/sink was in a wall so instead of proceeding slowly/carefully the plumber instead cut thru the wall where he was working all the way thru the opposite side of the wall in a space 40 inches by 30 inches.
  Jeff left with no call as to the damage or their inability to complete the drain stack for kitchen. Had difficulty getting ahold of owner Eric he came approx 1 week later took pictures and said warranty company would be in touch. And if I could find someone to replace the bottom of the kitchen stack I should .
  Still have a hole inside my basement wall and am exceedingly disappointed.

  

  Business Response

  Date: 12/02/2024

  I received a text from the customers home warranty about some work that needed to be done. I called the customer and went out to do the inspection so I can report back to her warranty company. While I was at the home, I was to look at her water heater and some drain work that she needed. 
  

  I proceeded to tell the customer about the drain that was halfway embedded in a cinder block wall that we would need to chisel some of the block out of the way to make room to cut the drain out so we can replace the bad sections. While I was there, I explained to the customer that we do not do any repairs to the cinder block because we are plumbers. She understood.
  

  There was another drain coming from the kitchen sink the went straight down into the cement floor. I proceeded to tell her that we would need to jackhammer the floor to repair the drain correctly because it was leaking at the floor where it goes into the cement. So I suggested we run that drain to anther drain that was in the very next room about 10 feet away. When I left that day we where on the same page and everything was good. We did the water heater first so she could have hot water. Then we scheduled to come back and do the drain work.

  The drain from the kitchen sink she decided to tell my employee she didn’t want to reroute it to the other drain and he did what he could to try and repair it without jackhammering the floor. He then repaired the main line that was in the cinder block wall and had to chisel it out about 8 ft long 3 to 4 inches wide. On the back side of the wall the cinder block cracked. I reported this to the warranty company. After all was said and done she called me and I went out there to look at the work and see what she was talking about. I informed her that  she made changes to the original plan for the kitchen sink drain.

  She preceded to tell me because she didn’t understand. I said when I left there on the initial inspection she understood perfectly because one of the things I ask every customer before I leave is do you have any questions for me. She said no. we talked multiple times in before the start of the job and she never asked any questions.

  On the very last time I was out there I told her again I will let the warranty company know about the cinder block wall and I did. She asked about the kitchen sink drain and I said you change the original plan if you want I can change it back to the original plan and she said will she be charged again. I said lets get it fix and we can figure that out. I went to schedule and she said no.

  Customer Answer

  Date: 12/04/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Erik from K And K and employee Jeff, I do not accept your explanation of events, first communication with you was always a problem, office not open, had to text you and then you would not show up on time. Your employee Jeff who did all the work could not have called and informed me of any difficulties instead he just left, with an unfinished drain stack inside my house accompanied by a hole in my interior wall and a chopped up crudely done excision of motar on my garage side for the other drain stack. When you came out to survey the damage and was 1 hour and 45 min late you surveyed the damage took pictures and left . As you can see from the photos the interior drain stack repair was done incorrectly from a larger pipe to a smaller pipe which caused my sink to back up and there was a leak at the rubber. Most importantly since he didn’t replace the entire stack as evidenced in the photos the pipe was totally occluded causing the kitchen sink backup when I informed Erik that I had researched and it could be replaced without jackhammering up the floor he said you should do it never offering to return to try. 
  I found dealing with Erik frustrating and his non professional attitude poor. I have expressed my dissatisfaction to the home warranty company as well , they originally assigned K & K plumbing. In all I spent $700 paying. k and K and then an additional $300 for plumber to fix the interior stack I have yet to get the wall fixed but was told I will need a mason and that would be costly.
  
  
  
  Regards,
  
  
  
  ****** *******

  

  Business Response

  Date: 12/05/2024

  The customer and K&K plumbing has come to a resolution.