Complaints

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• Initial Complaint

  Date:10/10/2022

  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.

  Sal's came to my residence to diagnose an issue with my shower where the handle could be spun indefinitely without affecting the shower. The plumber diagnosed this as a defect in the shower cartridge, and since I was short on time, we scheduled a follow-up to replace the cartridge.
  
  A week or so later, Sal's came back to replace the cartridge, and brought 2 different replacements, neither of which fit (which seemed odd because they took pictures during the diagnostic ... how did they not bring the right one?).
  
  I left the country for 2 weeks after that visit, so no progress was made during that time, other than Sal's ordered the correct cartridge.
  
  After I returned, Sal's came out again. This time they sent a different plumber (the first 2 visits were by the same individual, this one different). This 3rd visit was pretty unprofessional - the plumber didn't take his shoes off or put on the protectors, so there was mud all in my bathroom, even after he cleaned up (He even said at one point "Wow. I'm really doing a number on your floors!"). He also asked if I had some tools because his were not working. This didn't inspire my confidence. After 2 hours, he got the cartridge installed, but again, the handle could be spun indefinitely. I explained this was the original issue, and was told that the work was complete and the bill was $~270.
  
  After speaking with a manager on this, because I didn't want to pay for work that didn't fix anything, I was told that the quote and work was to replace the cartridge, and that was complete. "Fixing the shower" wasn't the work, only "Replacing the cartridge", so the work was fulfilled and if I didn't pay they would put a lean on my house.
  
  So I'm left with a shower that still doesn't function properly, and I'm now out ~$270. Sal's now recommends I replace the entire shower valve (including the brand new cartridge), for over ~$900. Obviously, I declined, since after that they could charge the ~$900 and still leave me without a shower!

  

  Business Response

  Date: 10/21/2022

  I think some things need to be clarified here, first before anything was done it was brought to the customers attention the valve was crooked and may pose a problem. After this client returned  weeks later, we went back and he elected to take this route instead of a new valve which now we know since the least expensive way didn't work, we should have done. We were asked if a full credit would be issued if he went with the new valve and when we informed this client no it would not, the complaining began. These cartridge's are retail, exclusive to box stores and these are the problems buying faucets at box stores create for a professional. Sometimes electing to take and approve an option that may or may not work and if it don't work, it is not a bonus to get the try and attempt to fix the clients problem for free.  Time and knowledge has a cost, so does picking up and shopping for the right parts. This is what this client was  charged for and approved us to do. As far as a tool, we asked if this client had a different allen key because our tool was a type that could not work in a confined space. As far as shoe booties, the plumber had them on, the floor was wet and there was no mud. The shower worked when we left, yes it spun around but it still worked and we were contracted for the cartridge and that is what was done. I think this client realized at this point he should have purchased the new valve, sorry but we can't do all you told us to do and then do a new valve without charging our labor fees. No refund is due I am sorry, it just don't work that way. 

   

   

   

   

  Customer Answer

  Date: 10/21/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  
  
  What is most disturbing to me throughout this matter isn't actually anything regarding the service or charge in the aforementioned complaint, but the unequivocal lie present in the response stating that the 2nd plumber wore shoe covers and didn't introduce mud into my home. I've attached photos taken just after the 2nd plumber finished "cleaning" the floor. The metadata timestamp will reveal they were taken shortly after the plumber left. You can see there is still dirty water left by his boots outside of the shower, and mud around the shower drain from when he swished water in the shower and it didn't all drain (since he asked if he could step in the shower, and I replied that I already had to clean the floor after he left, so he might as well). In fairness, I do believe that the hair left behind is my wife's, but the rest was not present when the plumber arrived. I also stated this when talking to a supervisor Monday. Unfortunately, when attempting to upload the recording of that conversation with the original complain, the computer advised that it is beyond the upload size limit of BBB.
  
  In my opinion, Sal's has handled this incident (of the work performed at my residence) without a customer-focused mindset, and with disingenuous information provided to me at various points, however, until today, Sal's has not lied. They now have. This is very disturbing to me, and I can only hope that this will eventually lead a change in Sal's practices.
  
  Unfortunately, I do not believe that Sal's and I will come to a resolution in this matter. Sal's has demonstrated they care more for profit then customer service excellence. This mindset is contrary to mine, and in my opinion, will prohibit a mutually satisfactory resolution.
  

  
  
  Regards,
  
  
  
  ***** ********