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:01/15/2024

  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.

  We contracted with Dean's plumbing to replace the drains under thr house. The excavation and plumbing were completed Dec.21. After repeated phone calls the excavation was finally filled in January 12. There remains huge piles of excavated materials to be hauled away. Through all of the process we have had no communication from the company, only with the employee who did the plumbing.

  

  Business Response

  Date: 01/17/2024

  These issues have been addressed with the customer and have since been resolved. The overall scope of work took longer than the customer expected due to the Christmas and new year holidays and due to having to hire an excavation contractor and due to rock instead of dirt being under his foundation. These are all potential delays that did end up occurring. After the Plumbing was installed, then we had to wait on inspection with city. The customer did not receive answers from our company in which he thought was in a timely manner because we did not have answers to give him because we were waiting on our excavation contractor, which is fairly normal. I express to the customer if he and she will be reading this, that these projects do take some time and is considered major work to a home and there are a few variables involved, but overall it is being wrapped up this week and apologies again for any lack of communication on our part. 
  

  Thank You, *********************. 

  Customer Answer

  Date: 01/24/2024

  I am rejecting this response because:   Although ****** feels the time frame to be the greatest concern, of far greater concern to us is the excavation and fill-in by the company ****** had hired. More than half the amount excavated was **********. We were told that fill dirt would be delivered to replace the rock, but no dirt was ever delivered and neither was the rock used as fill-in.  We are very concerned that the tunneling under the house has not been filled in properly and the foundation of our house has been compromised. ***************** requires an inspection of proper fill-in and soil compaction, unfortunately ********** does not. We discussed with **** an inspection by a structural engineer, but that has not been carried further.

  In addition, the excavators mistakenly tunneled an extra ten feet and also nicked a waterline in three places. The plumber was nice enough to repair two of them, but could not access the third one, adding even more concern for us.

  Where ****** is most at fault is a huge lack of communication and total lack of any supervision of the excavation and fill-in by the company they had contracted.  

  ***** & ******

  

  Business Response

  Date: 01/25/2024

  Hello, Nothing has changed from when we spoke on the phone. Respectfully, am I supposed to call you every day with an update? I am working to get the engineer report for you, and get the company out to your home even though it was not included in what we charged you. There are steps that have to be taken first in order to get the engineer company to your home. I have asked that you please be patient with the process. You have had major work done on your home. Thanks, *********************. 

  Customer Answer

  Date: 01/29/2024

  I am rejecting this response because:   We appreciate ************ going the extra mile and working on obtaining the engineering report.  Based on what we were told, in terms of how the backfill would be done and how it was done, our primary concern is the long-term stability of our foundation. 

  We'll give a final response to this dialogue once we receive the report and talk to the engineer.

  Thank you to ************ for being considerate of our concerns and ensuring we can have peace of mind with the foundation.

  ***** & ******

   

• Initial Complaint

  Date:03/03/2023

  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.

  Date of transacion:1/12hired to take out tub and change drain for left shower drain for shower pad which I was to buy at *********** But *****, ****** employee broke the drain and said he needed to excavate around drain site to repair it. But he excavated to center of where shower would be and changed drain to center drain and told me changed site would now cost over $12000. 00 just for changing drain site. I did not authorize changing drain site. He had been on phone to **** off and on and stated that this is what **** told him to do. I now have learn how to change drain myself or find a plumber allowed by *************** to change work. I fired ****** but the damage is done and expense to fix it will be expensive. A refund willk no begin to cover damage done, nor restore my trust in ***** plumbers.

  

  Business Response

  Date: 03/22/2023

  Contact Name and Title: ***********************
  Contact Phone: ************
  Contact Email: ***********************************************
  Hello, This customer and I had agreed on $3,059.00 for work already done. This was agreed on 1/17/2023. The scope of work was to turn a tub into a stand up shower. We demo'd the tub and jackhammer the drain to modify it. The existing Ptrap and piping under the tub was not in good condition so we replaced it with PVC. We did try and explain to the customer that the drain has to be moved regardless to accommodate for a shower. Our rough in inspection was approved w/ the city building inspections department. The customer did not understand the pricing increase so I tried to explain it to her. I also offered her discounts so we could complete the work for her. She declined and we agreed on $3,059.00 for work completed to date and she stated by phone to me that she would not pursue any complaint outlets and stated that she was satisfied with our arrangement, but would move forward with a different Plumber from there. This customer has been non responsive with me. I have tried to call her, emailed her and offered to discuss a full refund if she would like as well. I have not heard back from her. We ended up just doing the rough in part of her job which did pass inspection. I am attaching the invoice as well as the email correspondence I have had with the customer.
  
  In regards to what the customer stated in her ******************** Complaint:
  
  1- Customer says: ********************** broke the drain and needed to excavate further, but instead we moved the drain to center of shower. This is typical and best practice for Plumbing contractor to do this.
  
  2- ******** says: She did not authorize the changing of the drain. She actually did sign the estimate for this but said she thought this estimate was for everything, not just the changing of the drain. I will attach that estimate as well.
  
  3- ******** says: Now she has to learn how to do it herself or find another plumber within ***************. This is not true either. We could have completed the job for her and I do feel like I tried my best to reason with her so we could complete the work for her.
  
  For what it is worth to the customer, I apologize for the mix up and sincerely hope that the customer was able to get the remaining work done in a timely manner after we pulled off the job per customer request. Thank You.
  See Attachment/File: 925 wakefield dr. inspPASSED

  Customer Answer

  Date: 03/27/2023

   
  Complaint: 19843939
  
  I am rejecting this response because:

  The customer and home owner did understand what they did. I agreed to having the left drain repaired, not moved to a center drain.
  

   I had a one piece replacement that would be placed in the area where the tub was for a shower. ****** tech told me after he moved  the drain, that he had determined to do a center drain, this was completely different than what I needed or agreed to.. 
  

  It was odd because at first, he said he accidentally broke the drain. I agreed to have the drain repaired and not moved. After he said he had talked to **** he had decided to change to a center drain and put in a drain pan that would require  tiles. ****** tech refused to understand any of my goals, because he had his own goal. He told me I had to have a shower pan and have the shower be a tiled shower.
  

   He refused to do what I had hired them for. ****** tech told me it was "ok" because I could fill out a plan that would include paying for a more extensive job and pay installments, which would have charged me additional fees. 
  

  This was not a misunderstanding. It was a deliberate decision on Dean's plumbing to change my project to something more expensive. When I questioned the tech, he patted me on the shoulder and said it's "ok". it'll be better when it's done. It was a deliberate ploy to  do more damage and then repair. Why? 
  

  My replacement piece that changes a tub area to a step-in shower base with a molded seat cost $650.00. The shower walls could be left in place. The only change was changing the tub drain to shower drain. 
  

  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 03/28/2023

  This is the first I am hearing about a pre-fab molded shower basin and I am so sorry for all of this. What can we do for you to make this right with you? Please let me know. We offer a 100% customer satisfaction guarantee. Thank You, *********************

  Customer Answer

  Date: 04/11/2023

  Respose to Dean's Plumbing.

   

  There is no fix. ****** turned a simple project to change tub to step in shower into a mess for me. Their arrogance, that the home owner didn't understand is unconscionable. I understood that his employee had predetermined what he was going to do, no matter how many times I explained it to him. He just kept telling me I had to a shower pan and to tile floor since i didn't want to demo all shower walls. My mistake was trusting you to be as good as your previous employee. His determination that he had to be paid that day was a give away that he knew  he did wrong. ****** employee did try to get me to approve $14,000 to complete work which as he put it was only the shower base, because he changed the drain from a left drain to a center drain. With this change I could not do what I wanted, but that was the purpose, to increase cost. This is not fixable. the damage is done, we cant rewind. Instead of insisting that home owners do not know what they want or need. You want to fix it,  pay for the plumber I have had hire to change the drain back to a left drain. You have cost me thousands of dollars more than I needed to spend. 

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