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:08/19/2024

  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 made *************** aware situation and he said injury was on me and they would come back to assess and i said no way i would let them back in after getting billed over $1000 to fix a leak i was never informed of.  i asked for an itemization of parts and labor and they said i was overcharged and reduced bill- still no itemization- i asked again and also for credentials of ***** and still no compliance.  i asked for a negotiation based on my evidence of damages and failure to disclose- he waited until time was about to laps and served me a summons 

  not walk to go upstairs. He came and went several times without ever telling me scope of his work, cost and parts to date or permission to proceed. While i was confined to a floor mattress downstairs he offered his wife and her friend to clean for $350. They were totally ripping me off as i watch them smear my home and hide dirty dishes and claim dishwasher was leaking . they stood over my sickbed as i wrote them a check out of fear. when i asked ***** next day to see the results and let me know about dishwasher he did a weird little jiggle dance and said call appliance repair. Once i was able to get a wheelchair, i discovered they had compromised the valves under sink and nothing wrong with dishwasher. ***** left the pipes under ******* exposed so that door will not close, left trash underneath, put heat and cold on wrong, took my previous k**** which i wanted . all he was authorized to do was stop leak. During this time i discovered leak stains on downstairs ceiling.

  Customer Answer

  Date: 08/20/2024

  it seems you have recorded disputed amount incorrectly- it is ******.  thank you for correcting.

  i paid ****** for first bill.

  

  Business Response

  Date: 08/22/2024

  Having served the community for over 45 years, we at Don Wood Plumbing make the quality of our work and our customers satisfaction our top priorities. This customer does not feel that we lived up to our standards. While we have tried to address her concerns directly, we must now respond openly:
  
  1.        It is common practice in the service industry for service vehicles to park at the address of the service call; however, our technicians are trained and willing to move their vehicles at the request of the customer. When the customer fell by her mailbox, it was our technician who ran her aid and assisted her back into her home. We are proud of his actions and feel that they demonstrate his character and his commitment doing what is right.
  
  2.        When working on plumbing, it is common practice to make sure the water to the house (usually the water main) is turned off to prevent leaks from exposed/open pipes. When our technician completed the rough-in for the installation of the deck mount faucet, the fittings were secured, tested, and the water to the property was turned back on. Additionally, when the trim-out was completed on a later date, the water was turned off, the faucet was installed, tested, water was restored to the house. At no point did our technicians leave the property and the customer without water.
  
  3.        Our technicians did not do any work in the customers kitchen, so we are unable to provide any information about her dishwasher. The company that provided cleaning services was not associated with Don Wood Plumbing, so we are unable to provide any information regarding the cleanliness of the customers home.
  
  *************** has been ******************* locally-owned plumber for nearly 5 decades because of our commitment to customer service. While rare, when we have complaints, we do our best to work with our clients to make things right. It is an honor to serve our community and we take pride in our work.

  Customer Answer

  Date: 08/22/2024

   
  Complaint: 22164922
  
  I am rejecting this response because:
  I did not fall by a mailbox.  I fell trying to navigate around vehicle and plumber blocking me in my driveway.  I was helped up by the UPS man who came and said he was an emt.  He told ***** how to help him get me to my porch without further injury. i spent weeks in hospital and rehab with multiple pelvic,hip,spine fractures and hematomas.  I am never going to be the vibrant 74 year old I was.  All I requested from DWP was to stop dripping faucet and i would purchase new fixtures.  Unable to go upstairs for more than a month i discovered the door to tub would not close because the pipe was sticking out.   ***** replaced ****** and then admitted I told him I would replace myself.  He came and went several times while i lay on mattress downstairs and never once communicated to me cost involved or authorization to proceed.  He took my faucets, left trash under tub, soiled my tile and carpet and scratched my hardwood floors.  I offered several times to *********** to provide docs supporting his ridiculous bill and was ignored.  I offered my evidence in return, still no response.  I paid $100. fior first bill and advised that i wanted to replace 3 toilets when i could be mobile.  This is elder / handicap abuse  and exploitation.
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/08/2024

  At Don Wood Plumbing, both the owner and technicians are committed to the highest level of customer service and satisfaction. It is unfortunate that despite our continued efforts to address this clients concerns, she still feels that we have fallen short of our standards. While we sympathize with her unfortunate accident, we believe that the services provided as well as the numerous follow-ups to address her concerns exemplify our commitment to the profession and our community.
  
  1.        *************** technicians routinely make house calls to potential customers when they are looking to do renovations or simply have a plumbing issue and need professional intervention. Before any work is done, we discuss with the customer the scope of work, needs to order any special materials (a faucet from a manufacturer that we do not carry in-stock, nor does our supplier in this case), and establish a timeframe for the completion of work. Often a verbal estimate is provided during the initial visit and/or a written estimate later if requested. We do not start work or order special materials without the approval of the homeowner. Since every clients needs are different and no two homes are the same, we are able to customers with itemized invoices when the work is completed showing hours worked and individually listing any materials orders specifically for the job. After conducting an internal review, we can confirm that all our procedures were followed with this customer.
  
  2.        The original scope of work for this customer was the replacement of a faucet. The customer specifically wanted a faucet that we do not carry nor does our supplier so with was special ordered with her approval. We simply do not special order materials unless at the express request of our customers. Our technicians visited the residence on several occasions: for an estimate, for the rough-in, and for the final install. Each visit was scheduled and executed with the customers consent.
  
  If customers feel that services provided by Dow Wood Plumbing do not live up to our standards, we do everything we can to make it right. The owner himself has made it his personal responsibility to help this customer with her concerns, but all attempts have been rejected as more and more concerns seem to surface after the work has been completed. We feel deeply for the customer, grieve for her injury, and pray for her recovery. We have done everything we can to try to make things right for her as we do for all our customers. *************** has been Brentwood/********* plumber for nearly 50 years because of our dedication to our customers and we believe our efforts with this customer reflect that commitment.

  Customer Answer

  Date: 09/11/2024

  Should I open a new complaint for further investigation of this matter?