ComplaintsforK & C Plumbing Inc

• Initial Complaint

  12/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ******** ** * **** ** *** ****** **** **** *** ******** *** ***** ******** ***** The Credit Memo shows a Cancellation Fee of $*** and a restocking charge of $*** (35% of $****) There was nothing to restock as I was providing all of the plumbing fixtures. His estimate did have Miscellaneous Plumbing Materials for $*** I cancelled the plumber because he showed up 3 hours late leaving the whole Condo complex without water for 4 hours. On the last occasion he didn’t show up at all. He was to be here on September 8,2023 for the day to do the rough in plumbing as prearranged and that I wanted clarification on his estimate**** I called him at 10:30 and he said he was still coming. I then got a call from his assistant stating he wouldn’t be there at all. This delayed all of the contractors scheduled for the Monday. I was then told they would try to reschedule sometime next week. At this point I told her to cancel and refund my deposit. As for the estimate it showed two charges to install the shower valve. Assemble and install **** Vanity $******. It was a custom made Vanity and it took the cupboard installer 30 minutes. The estimate for Labour was also excessive considering it was part of installing other items. As for the Plumbing Permit I wasn’t charged for it. “Because of the frustration involved in having to reschedule you, we opted not to withhold the (normally non-refundable) permit fee and instead just passed on the wholesaler determined restocking fee for your materials”. ***** *** ** ******** ****** ******* ***** *** ** ************* ***** *** ** time. ***** *** ******* ****** ***** *******

  

  Business response

  13/10/2023

  Our original estimate took place on Friday August 4th/ 23. Following the original estimate, Robert ******* contacted us on Tuesday August 8th /23 to advise that he was now going to change his plan from installing a shower and relocating in suite laundry to re-installing a new bath tub and eliminating the in suite laundry in an attempt to avoid requiring permits. At this time I told him that according to my understanding of the city bylaws a permit would absolutely be required as he was adding and modifying plumbing inside of walls of a condominium. He then called me to ask if I would install the in suite laundry separately for cash in a manner that was against code and not pull any permit. When I expressed concern, I was told that if I didn't, he would get someone else to do it regardless. I told him that that was his perogative and refused the work on the laundry. The installation was then scheduled for August 23/23. 

  
  

  
  

  On 23/8/23 we arrived on site as scheduled to do work on the discussed project. We scheduled a full day for this work.

  Upon arriving on site as scheduled, we found that the client was not ready for us to start work and had not yet purchased any of the fixtures we were meant to install. We then left site without any kind of charges for our lost time and revenue from the wasted appointment blocks. After we left site, the client then booked his own water shut off without consulting us as to our schedule for the following morning. We were already fully booked, however he said that the scheduled shut down was for a period of from 9am until 1pm, so we would be able to move things in order to arrive and work inside of that window.

  
  

  On the morning of the 24th we received text messages from the client showing that he had now purchased the fixtures and asking us to confirm we were coming. We had been able to complete our first call and reschedule the second in order to allow us to replace leaking kitchen valves before the water was scheduled to be turned back on at 1pm. At this time, invoice **** was issued for the work on the valves. We also went through with Bob and created the revised estimate (Estimate ****) which was emailed along with our ToS. At this time, it was explained to Bob that our estimating software allows us to pre-create "bundles" for each task- (e.g: "install c/s vanity" will include all of the parts and labor required to do this job typically) we then went through the list with him and modified the bundle contents to reflect his job requirements). The client approved the estimate, and then a deposit invoice (Invoice ****) was generated and sent again with our ToS attached. Because quickbooks does not allow for integrated ToS we take care to inform the client and send it frequently. We have also made our ToS available on our website. Additionally, the invoices all state clearly that payment of the invoice is considered to be approval of the attached terms of service. The client then went upstairs and wrote 1 cheque for $******* to pay for both of the above mentioned invoices.

  
  

  
  

  A new appointment was set for Friday September 8th/ 23. On the friday morning there was an issue with a commercial client that was having a leak causing property damage. Unfortunately this does take precedence over most calls. The client was notified that we were running late as well as the reason, but that we would still try to get there in the afternoon. When it became obvious that we wouldn't make it for the scheduled appointment, our receptionist was asked to reach out and reschedule for the clients earliest convenience the following week. She was instructed to reschedule whichever client/s were going to conflict with those appointment blocks. She informed us that the client was rude and abrupt with her. That he hung up on her without rescheduling, saying you would be in touch the following week.

  
  

  On Tuesday September 12th /23, we received a text message from Mr. ******* cancelling the job and asking for $**** back.

  
  

  The credit memo (credit memo ****) was created on September 13th 23 2023. In the interest of being fair, we opted not to withhold the (normally non-refundable) permit portion of the deposit or to back bill for the day of lost work. We did pass on the wholesaler determined restocking fee for the materials, (the client provided fixtures- not the materials required to hook them up, or to modify the plumbing in the wall to convert from one sink to 2 sinks in the washroom, or any of the fire rating materials that are typical for work in condos). We also billed our standard cancellation fee which covers a portion of the time to cancelling a project. 

  
  

  All of these are clearly stated in our Terms of Service document which was emailed to the client and discussed multiple times. We also discussed our approach with our corporate lawyer before moving ahead to ensure we were being as fair as possible in handling this circumstance.

  Customer response

  15/10/2023

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

  I was not refunded the full amount of my deposit. 
  The only relevant issue here is the amount of the refund. In the beginning I could have accepted the $*** charge but not the uncalled for restocking charge of about $***. There wasn’t a purchase three times this amount to justify restocking on purchases that were never made. 

  The other issues are irrelevant and are simply he said she said.

  The estimate was to be discussed on the day the work was to begin. ** **** ***** ****** ********** ** *****

  The resolution of this situation situation at this point is the appropriate refund of my full deposit. 
  *** * *** *** ** ******* *** ********* **** *****

  Regards

  Robert ***** ******* 

   

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

  

  Business response

  18/10/2023

  We're sorry the client feels this way. We very much disagree that the context of our interactions are irrelevant. This is particularly true of interactions reflecting the amounts of money we put out in dealing with this client's calls, and the amount of time lost that we were entitled to bill for, but didnt out of good faith. 

  We have been consistent, transparent and professional in all of our interactions with this client despite receiving threats, and offhand remarks via email expressing how is time is more valuable than ours. As previously stated, we have consulted and discussed this situation with our legal counsel throughout and feel we have been more than fair in how this situation has been handled.

  This will be our final communication on this matter. Any further communications will result in the more direct involvement of our lawyer.

  Customer response

  19/10/2023

  I don’t think this is final and would like them to send you a copy of the  Invoice that showed the actual restocking that I was charged 35 percent for.
  ** *** **** ****** **** ** **** * ************ ****** ** ****** **. This is why I didn’t agree with the figure  (around $***) that they expected me to pay.

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

  As a final offer on my part I would be prepared to pay the Administrative charge of $*** but not the 35 percent restocking charge that they charged for the estimated materials. 
  Regards

  Robert***********

  Customer response

  23/10/2023

  The main issue is that I was charged a restocking of 35% items that were never ordered to the amount of just about **** dollars and the charge billed to me was $**** 
  Ask them to send me *** *** *** a copy of the invoice to show that $*** was paid by them as a restocking fee. 
  Or refund me the $*** if not the Administration Fee. 
  Regards

  Robert***** ******* 

*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. ↩