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:12/12/2024

  Type:Order 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 hired TA Plumbing to complete a plumbing project and paid their invoice (Invoice #****-1252 10/03/****) in full, trusting them to handle the permit process and complete the job as agreed. However, this experience has been nothing short of a nightmare.After waiting two months for the permit, we contacted the city administration to check on the status, only to find out that the permit could not be processed because TA Plumbings contractor license was expired. The city had already notified them of this issue, but they failed to take any corrective action.When we followed up with TA Plumbing, the contractor initially claimed they needed to check with their "account" but later admitted they had not even submitted the permit application. Instead of taking responsibility, they blamed us for being too pushy and abruptly canceled the project on 12/06/****. To add insult to injury, they then claimed they never received payment, despite us having clear proof of payment on their invoice.This companys actions have left us in a difficult position. We now have to hire a new contractor, start the permit process over from scratch, and absorb significant delays and additional costs. Their unprofessionalism, lack of transparency, and outright dishonesty make them entirely untrustworthy.

  Business Response

  Date: 01/09/2025

  Thank you for the opportunity to respond to this complaint. At T A Plumbing, we are committed to providing reliable and professional services. We would like to clarify the circumstances surrounding this situation:
  Permit Process:
  TA Plumbing submitted the permit application for this project to the City of ******* and informed the customer that the review process typically takes 4-6 weeks. Since we do not frequently work in *******, we maintained ongoing communication with the city to address their requirements, including providing additional information about the scope of work. Once we were notified the permit was ready to be issued, we discovered our license for the City of ******* had expired. We immediately began the renewal process.
  Project Termination:
  The customer expressed dissatisfaction with the timeline, which was influenced by factors beyond our control, such as the citys permit review period. During this time, communication with the customer became increasingly challenging due to unprofessional and rude behavior directed at the owner of TA Plumbing, *** ********. To maintain a productive and respectful working environment, we determined it was in both parties' best interests to discontinue the project on December 6, 2024.
  Payment Dispute:
  The claim that T A Plumbing requested full payment upfront is incorrect, it was the customer's decision to submit full payment. Our standard terms, as outlined on the invoice, request payments in three phases:
  45% deposit at the start,
  45% after the rough-in stage,
  10% upon project completion.
  No full payment was requested for this project. TA Plumbing is currently working to issue a refund of funds.
  Conclusion:
  We regret that this project could not be completed as planned. The delay in the permit process, combined with communication challenges, led to a breakdown in the professional relationship. TA Plumbing remains committed to resolving this matter fairly by processing the customers refund.
  We appreciate the ********************* involvement in facilitating this resolution and welcome any further questions or clarification.
  Sincerely,
  *** ********
  Owner, TA Plumbing

  Customer Answer

  Date: 01/10/2025

   
  Complaint: 22652742
  
  Thank you for facilitating communication regarding our complaint against TA Plumbing. While we acknowledge TA Plumbings response, their statements contain several inaccuracies and fail to address the core issues. Below is our detailed rejection and clarification of their response:

  1. Permit and Licensing Issues
   - Permit Delays Due to Expired License
  TA ********************** claims the project timeline delays were caused by the City of ******** permit process. However, after contacting the permit department ourselves, we were informed that the permit was ready but could not be issued due to TA Plumbings expired city license.
  The permit department stated that this information had already been communicated to TA Plumbing. However, TA Plumbing admitted to us during a conversation that they do not check their emails, resulting in unnecessary delays.
   - Failure to Act on License Renewal
  After discovering the issue, we followed up with TA Plumbing multiple times to confirm the license renewal. Initially, they claimed they had started the process, but during subsequent follow-ups, they admitted they had not taken action and needed to consult their accountant first. This lack of urgency directly caused further delays.

  2. Timeline and Project Termination
  Unrealistic Assumptions on Deadlines
  TA Plumbing asserts that we demanded project completion by Christmas, which is inaccurate. We merely inquired if the project could be completed by then. Instead of providing solutions or an updated timeline, TA Plumbing unilaterally canceled the project, citing an inability to meet this supposed deadline.

  3. Unreasonable Refund Conditions
  Following the project cancellation, we immediately requested a refund. TA Plumbing assured us that the refund will be processed but failed to follow through.
  Yesterday, TA Plumbing demanded that we remove our BBB complaint as a precondition for issuing the refund. This is unprofessional, unethical, and an attempt to avoid accountability. Please see screenshots of our communication.

  4. Lack of Transparency and Professionalism
  Throughout this process, TA Plumbing has been inconsistent and unresponsive in their communication. They repeatedly ignored our messages. Screenshots attached. 

  Our Position and Request
  We reject TA Plumbings response because it fails to address the root issues, misrepresents the facts, and shifts blame onto us for their negligence. We request that TA Plumbing:
  - Issue a full refund immediately, as they previously promised, without requiring the removal of this complaint.
  - Take accountability for their lack of professionalism and the delays caused by their expired license.

  
  We have attached supporting documentation, including:
   - Communications with the City of Tukwila permit department confirming the license issue.
   - Text message exchanges with TA Plumbing regarding the refund and project delays.
  
  Thank you for your continued assistance in resolving this matter.

  
  Sincerely, 

  Agniya Bobrova

  Business Response

  Date: 01/22/2025

  Hi, A full refund has been issued to the customer which has also been acknowledged by the customer. If there is any more information required, please let us know. 

  Customer Answer

  Date: 01/27/2025

  Dear Better Business Bureau,
  
  We acknowledge that TA Plumbing has finally processed our refund; however, we would like to emphasize that this occurred only after legal intervention. Despite multiple prior attempts to resolve the issue amicably, TA Plumbing ignored our communications for over a month and repeatedly failed to act responsibly.
  
  Even during communication with our attorney, TA Plumbing confirmed that they had asked us to remove the BBB complaint before the refund has been received. This reinforces their initial position of trying to pressure us into withdrawing our complaint instead of fulfilling their obligation to refund us promptly. Such actions demonstrate a clear disregard for fair business practices and consumer rights.
  
  Key Points Supporting Our Request:
  Delayed Refund and Unreasonable Requests:
  TA Plumbing confirmed in communication with our attorney that they previously asked us to remove the BBB complaint before proceeding with the refund. This acknowledgment further supports our position that their delay was unjustified and improper.
  
  Lack of Prompt Response:
  For over a month, our numerous messages seeking updates were ignored, forcing us to seek legal assistance to obtain the refund that should have been issued promptly.
  
  Financial and Emotional Impact:
  Due to TA Plumbings delays and lack of professionalism, we were left with no choice but to hire an attorney, incurring additional expenses that could have been avoided had they acted in good faith.
  This unnecessary delay caused disruption to our project and financial planning.
  
  Our Request:
  Given the circumstances, we formally request that TA Plumbing reimburse our legal expenses incurred while pursuing the refund they were required to provide. We have attached supporting documents, including:
  1. Proof of attorney fees paid.
  2. Email correspondence with our attorney highlighting TA Plumbing's confirmation of their previous request to remove the BBB complaint.
  We appreciate the BBBs continued assistance in addressing this matter and ensuring fair business practices are upheld.
  
  Sincerely,
  Agniya Bobrova