Complaints

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• Initial Complaint

  Date:05/05/2024

  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.

  On 4/10/24 On It Plumbing, (********************************************** Ph # ************) responded to a request for an estimate on a drain relocation at my home at ****************************************************** . They ended up quoting $2185 for a full tub install and I agreed. The technician, *****, completed the drain relocation and tub install, and demonstrated how solid the tub was installed by jumping up and down in the tub with his boots on with no covering placed in the tub. He dismissed all concerns I expressed during the install about centering the tub or the chipped pieces, or the wall damage, and just said this is how it's done, collected his money and left. After he left I noticed dirt and scratches inside the tub, and that the tub was shoved all the way over to the left hand side of the opening and screwed to the studs which creates issues in installing the tub surround and walls. I noticed the tub was not level, nor solidly placed and it cannot be relocated to center or leveled now because it is lower against the back wall and cannot be accessed for shims or re-screwed. I noticed damage to my bathroom walls (torn wallpaper and chipped walls) where the tub had been carried in to install and I will have to replace all the wallpaper and sections of the wall in the room to match where it was damaged. It has since come to my attention that the drain relocation may not be up to state code, and that one tub leg is hanging in mid air. The damage created when the belly wrap and insulation under the home were removed to address the drain relocation was not repaired. I am seeking a full refund for the damage caused, to my tub and walls, the cost of hiring a new plumber to address the drain code violations, repair to the insulation and belly wrap, and a new contactor to correctly install a new tub. I was advised by a friend about the drain code violations but cannot access the crawl space to confirm or provide pics because I am 70 years old.

  Business Response

  Date: 05/06/2024

  *************************

  Business Response

  Date: 05/06/2024

  We had received one complaint to customer and sent a technician out the following day to correct. This is a manufactured home and from our documentation and photos the tub appears to be set correctly. The issue was with the technician leaving scuff marks in tub which were cleaned and can be attached in photos, unfortunately I cannot upload all the pictures on this portal. Our drain connection and shower valve is a warrantied item against plumbing repairs and it would still be valid as I can see on our invoice beyond that the customer cannot provide photos from under the house which we did and the plumbing that was installed looks proper, of course the older manufactured home has plumbing that was attached to but not installed by us. 

  For any potential of a reimbursement we will need a invoice from the licensed plumber that corrected the work as well as their CCB license number and PB license number. We would need to see proof that the leg of tub as claimed is in mid air and a reference in the Oregon Uniform Plumbing code to the code violation. As per our photos the work looks adequate and it appears to be installed within an acceptable manner. The belly pan to the mobile home may have been accessed but I have no information from our technician and it would be common practice to need to access it for installation of new drain and as a plumbing company we do not reinstall belly pan nor was it within the scope of work. 

  The invoice was for installing Kohler tub, properly installing shower valve and installing waste overflow/trap under home. We offered a final no additional charge to go back and install trim if the customer wishes. As far as I can tell the contract has been completed based on what the customer signed for.

  Regards, *************************.

  Business Response

  Date: 05/06/2024

  We had received one complaint to customer and sent a technician out the following day to correct. This is a manufactured home and from our documentation and photos the tub appears to be set correctly. The issue was with the technician leaving scuff marks in tub which were cleaned and can be attached in photos, unfortunately I cannot upload all the pictures on this portal. Our drain connection and shower valve is a warrantied item against plumbing repairs and it would still be valid as I can see on our invoice beyond that the customer cannot provide photos from under the house which we did and the plumbing that was installed looks proper, of course the older manufactured home has plumbing that was attached to but not installed by us. 

  For any potential of a reimbursement we will need a invoice from the licensed plumber that corrected the work as well as their CCB license number and PB license number. We would need to see proof that the leg of tub as claimed is in mid air and a reference in the Oregon Uniform Plumbing code to the code violation. As per our photos the work looks adequate and it appears to be installed within an acceptable manner. The belly pan to the mobile home may have been accessed but I have no information from our technician and it would be common practice to need to access it for installation of new drain and as a plumbing company we do not reinstall belly pan nor was it within the scope of work. 

  The invoice was for installing Kohler tub, properly installing shower valve and installing waste overflow/trap under home. We offered a final no additional charge to go back and install trim if the customer wishes. As far as I can tell the contract has been completed based on what the customer signed for.

  Regards, *************************.

  Business Response

  Date: 05/06/2024

  More photos.

  Customer Answer

  Date: 05/08/2024

   
  Complaint: 21669072
  
   I do not accept the complete dismissal of my concerns and complaints by ON IT Plumbing and believe I am due at least a partial refund. It has been their attitude from the beginning that my questions and concerns have no merit. I believe I am due at least $100 for the job left unfinished and at this point I do not trust them to do adequate work. I believe I am due at least $400 for the damage to the tub and walls. And I believe I am due an additional $500 to hire a contractor to reset the tub, and make sure its sturdy and fully supported, to repair the insulation and belly wrap that was damaged, and check for code violations.
  
  Sincerely,
  
  *****************************