ComplaintsforS.S. Plumbing & Heating Co. Ltd.

• Initial Complaint

  10/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  December 1,2022 an employee of SS Plumbing came my residence to service my sump. He add a pc pipe and a backup valve A. Before he added I ask for the cost and he said it is not much but "less than a hundred" He spent less than an hour in my house because we both acknowledge that. When he was done I ask him how much and the bill. He said he does not know and the office will get in touch with me. I find that was odd, but there was nothing I could do at this point. I will since the work left my home my sump pump have not been working properly l did not call them back because I said I don't want them back to do another ******** job and to charge me an additional fee. So I keep waiting for my original bill. On Jan 30 I received a call asking for my email to send the bill. At that point I ask again how much is it. She then told me it is $******. I question the a amount. She said she will have a manager call me. The following the manager Clinton call . I question the amount again. I ask him to itemize what I was pay for. He the tell me I was paying for 2 hours of labor pus supplies. I reminded him that the worker did not spend two hours at my residence. I said he spend less than an hour but I know you charge by the hour. He keep insisting the two hours do labour and I keep saying I know for a fact he did not spent two hours because when the worker was leaving we both acknowledge that it took him under an hour . But Clinton insisted. Clinton then went on to say the one left their office at this time for your House he left your house at this time so it is two hours. So I question, if I am paying for  travelling time and he said yes. Again I said I should not be paying for travelling time and if this is part of their fee customers should be aware ahead of time. He then went on to say" you don't want to pay?" I said" I did not say I don't want to pay but I should not be charged for 2 hours of labor" He then went on to say"if do not want to pay I will put a Lien on your house " Now I was taken back by that comment, ***** *** **** **** ***** *** **** *** * **** *** **** ******* *** ******** ** *** ***** ** ******** ****** * **** ** **** ******** ******* *** *** ******** ********* They never even asked how is my sump pump running which it isn't *** **** *** ***** ** ********** ** *** ******** ** *** * **** ** ** ***** **** * ******** ***** ******* ********* **** ****** *** ** ** ********. I should not be paying for two hours of labor when in fact they spent under an hour in my house. How can I get my money back for a unsatisfactory job. **** ** ****

  Business response

  04/04/2023

  Please see response to Complaint ID# *********

  Customer Called office @ 12:20 PM-Dec 1/2022. and asked for the following work to be completed: Check and repair Sump pump. Not running long enough to pump out sump pump. Brand new sump pump installed a little while ago by customer. Please bring along another pump. CUSTOMER ASKS FOR TECH TO BRING CHECK VALVE AND PVC RIGID DISCHARGE HOSE IN CASE NEEDED.

  Call was scheduled with Elaine For Dec 1/2022, between 1:00- 3:00 PM. Elaine was told the hourly rate was ****** per hour and travel time is included in our hourly rate - This is standard company practice and explained to all customers prior to dispatching a technician. Customer agreed to the hourly rate and that material cost was above the hourly rate, as we can not know what is needed for material prior to arrival.

  Technician was dispatched and Checked in to the work order at 1:40 PM and Checked out at 3:37 PM - This would be a two hour charge, as per the agreed hourly rate that was explained to Elaine prior to dispatching the Technician.

  Labour Charge would have been 2 hours x $****** = *******

  Material that was used to complete the job came to a total of $*****

  For a Subtotal of ****** plus taxes for a total of $******

  Upon Arrival to Elaine’s Residence our Technician explained to Elaine(Home Owner) what was need to be done to complete the job. Eliane(Home Owner)  then told our Technician that she was not going to pay more than $****** to complete the work. Technician then replied that the material to complete the repair would be under ****** but there was labour including travel time on top of the material to complete the job.  Elaine then told the Technician that he was at her house for just over an hour, why would she be charged for more than the time that he was at her house and our Technician again told Elaine that the hourly rate included travel time.

  Elaine and our service manager have had multiple conversations about this and this has been explained to the client time and time again.

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

  Regards,

  Duane **** ******************* ***************** *******************

  Customer response

  05/04/2023

   
  Complaint: ********  
  I am rejecting this response because:

  I reject the response because SS plumbing explanation is completely off. They never once mentioned I would have to pay for travel time. As I mentioned in my complaint both the technician and I acknowledge that he stayed in my house under an hour.
  As a matter of fact when I initially question my bill they did not have an explanation it was after of repeated questioning he ****** **** *** ** *** *** *** stated the technician spent 2 hours on the job. This is an out right lie.
  Also I never told the technician I would not pay. I did ask how much the piping cost.
  I resent the fact that they threatened to put a lien on my house for no reason.
  **** *** ******** *** ****** *** ** ** *********  
  I would like a refund for the extra hour that they billed me for . Furthermore the job was done wrong because I had to get someone else to fix the issue. ** ********* * **** *** * ***** **** 
  I also want to point out the technician suggested I installed a new pump knowing that I had just installed a new one. ** ** ** *** ******** ** ****** ********* ** ******** ********* *** **** ****** *** ** ******* ** *** **** **** *** ****** *** * **** ** *****  I need my refund. Thanks 
  
  Sincerely,
  Elaine *****

  Business response

  27/04/2023

  I do not have anything to add to this file/complaint.

  This matter has been discussed many times with this client long before being brought to BBB attention. The Client is aware of the companies stance on the charges and we believe that they are fair and are well with in the industry standards and charges.

  I believe that we have exhausted all avenues with this client and are disappointed that we could not come to a resolution.

  Thanks for your time on this matter.

  Regards,

  Duane ****

  
  

• Initial Complaint

  21/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  S.S. Plumbing came to my house to replace the ring wax in toilet. Do pipes on city water meter inside my basement. Put rubber washer on hot water faucet only (in laundry room) but replaced. Put in sump pit. Before SS Plumbing began on the faucet in laundry room I used about once a month to fill pail. I said it needs only a rubber washer about every two years. Only hot water faucet was dripping but he was determined and was replacing both hot and cold. I pointed out to him the new ones he was replacing which were too small for my 80-year-old hands. Mine were regular size he was taking off. He said this is all he had with him and continued. I could have put the rubber washer in had I known (or son in law). I checked after the sumpit cement was well dried and found the faucet was wobbling back and forth and had not used them (cold water faucet). I called SS Plumbing and he came back and tightened the screw on the faucet then decided to replace it. I still found it wobbled back and forth(faulty) at the same time he looks or checks the coupler below on the sump pit and gave me a stern look saying it was cracked in places and replace it. ********************************** I wasn't anywhere near it. Did not go downstairs. ************************************************************************* I hope the sump pit works when needed. I showed a sample picture of ****** faucets. I checked out **** etc. comparing to the small ones they installed. Without discussing he immediately went to **** (saying some company) and picked up replacement faucets as on my sample picture. I did not know he was going to charge me extra for replacing their faulty faucets. I checked with ***************************. They said SS deals with them and the blue faucet they showed me was comparable to my original ones and sample picture I showed SS Plumbing. Why did he not put in the blue ****** faucet to begin with and why didn't he go to ******** where he deals. Why did he charge me extra for faulty faucet replacement and only needed a rubber washer as I discussed with him. Put their equipment against my furnace and hot water tank ********************************************************************************************************************************************************************** Also, SS Plumbing replaced and worked on the city water meter pipes in my basement. Next day I thought to check the work. They were leaking at the connection. Not enough thread seal and needed tightening. Not done right in the first place. Still questionable if more tape was needed in some places. Water meter reader came to read meter reading. He pointed out to me and said they did not connect the ground copper wires and should call them back (3rd time) but them the meter reader connected the wires and replaced the key. SS Plumbing installed a sumpit also before covering up or finishing they are texting************* Told me they were waiting for the city. Then told me the city said just take a picture and did not come. ****** When city meter was being done city person came down stairs. Meter reader came to my house to read the water meter. Why didn't the city come back to check installation of sump pit. I am hoping the sump pit is working when needed. Outside pipe should have been connected for sump pit and screws taken out as in picture not done (would break off). All in all, I do not think they should have charged me for redoing (replacing) their faulty faucets. I phoned SS Plumbing office (Shannon) I should not be paying for faucet replacement. She said I will call you Back. Two weeks not call. I call again. She said I will call you right back again. Didn't call. Waited all of two days. About two days later I decided to go in person to pay for faucets and get paid receipts. *************************** I mentioned my calling and now she tells me Clinton was supposed to call me. She said she was going to call me. I said I shouldn't have to pay for this and she said well don't but I paid. I'm not like that. Apparently spoke to Shannon on the phone. She said that Clinton is the service manager. Cody installed. *************************************************************************************************************** I had no problem with the cold-water faucet. Why did they replace it and just a rubber washer for the hot water. Even now cold-water faucet wobbles back and forth but I will not call them anymore.

  Business response

  01/01/1900

  Business Response /* (1000, 10, 2022/07/18) */ Good afternoon. Requested to repair/replace hose taps at clothes washer April 27, 2022.regarding the complaint brought forward by Sylvia ************************************* On Nov 23/21, Sylvia requested a service call (set for Nov 25/21 AM) 1. Main water shut-off valve replaced 2. Repair leak at base of toilet 3. Repair leak on hot tap for clothes washer Nov 25, 2021 - we performed the above work including the replacement of the outside hose tap. Due to multiple complaints from other (previous) customers, we generally replace both hot and cold taps to prevent call backs (if the hot is leaking and both taps are the same age, the other usually leaks shortly after). At that point, the customer comments why did you not do both at the same time? We have switched to using mini-ball valve at clothes washer to prevent leakage at the multi-turn (o-ring) valve. This was explained to Sylvia - which she understood and was good with. We installed a sump pump in Feb 25, 2022 - at no time was there any mention of the hose taps to the clothes washer were a problem whether at time of quotation or installation. At the beginning of April 2022, Sylvia called requesting that the hose taps for the clothes washer be looked at. We performed this service call on April 5/22 at no charge to her. Before leaving, she was satisfied with the repair. On April 22, 2022, Sylvia called requesting a service call to inspect outside hose tap and to replace the hose taps to the clothes washer that were replaced previously. This appointment was set for April 27, 2022. When we arrived, she explain that the hose taps to the clothes washer did not work with her hands. We changed them as per her request with a picture of the ones from *****. Due to the nature of the service call, there was a charge for the work completed. There was nothing wrong with the work performed, but due to Sylvia's hands she requested the hose taps to be changed at the clothes washer and the outside hose tap. Consumer Response /* (3000, 12, 2022/07/29) */ July 28, 2022 SS Plumbing was hired and asked to come to install a sump pit and do work on city meter pipes. He replaced the shut off valve and replaced pipes leading to meter. SS had to be called back for improper work. Connections were joined were leaking not enough thread seal tape and not tightened properly. City meter reader noticed the copper ground wires were not connected. Told SS plumbing need rubber washer replaced on hot water tap as done every two years from use. Without my permission proceeded to take apart taps (faucets) which was not required or asked to do. Replaced with small faucets not like original ones when questioned said that was all he had. ******************** they deal with had comparable (blue ******) but he went to ***** instead closer. Many problems with their faucets (taps) and when called back for repair SS Plumbing charges an extra $****** to correct their mistakes and with still problems. Also put cracked coupler on sump pit and had to be replaced.

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