ComplaintsforClubb's Home Remodeling & Plumbing

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They was sent out by American Home Shield, I paid the $100.00 that I was supposed to pay then the guy that came out tried get me to pay him $229.00 more for him to take the pipe of and put another on, I say I was not paying the **** every months and pay them more than the services charge, which is a $100.00, so in all I would have paid $329.00 if they replace this little small pipe went from dishwashing to sink drain, so I cancel my Home warranty and got may own Plumber, and it cost me $170.00, so I lost $200.00, messing around with American Home shield every time they sent someone out it was not services at all they always tried get more money to do the Job, first the dishwasher guy came said oh you need plumber I can't change pipe but it on the dishwasher, then they send plumber out, he look and said I have to talk to ASH warranty and get back with you, that when that email me with the $229.00 more to fix, by then I was just in tears by then, look like once they see you are a woman they just try to pull every ***** out of you they can, because they think you would just pay and not question it, but not me don't like being played.

  

  Business response

  07/03/2024

  ******, As I replied to your complaint on ******* You paid our company. No money whatsoever. We're not giving you any money. You didn't pay us anything. We did not tell you that you owed us two hundred and twenty nine dollars. We gave you a estimate yo replace the dryrotted Dishwasher hose line, that Your home warranty company did not cover.That's why we gave you a quote for replacement. We were no way trying to steal anything from you. Your home warranty company didn't cover the hose beucase it's not normal wear and tear. Anything further.You need to pick up with your american home shield, not our company.  

• Initial Complaint

  02/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company was contracted to install a washer/dryer line in my home. After their work we had severe flooding in our home. They had a restoration company come out to remove drywall where there was flooding. They were supposed to come out to repair the drywall but it took 2 months. When they came to re mud it the 2nd time drywall was dropped all over our laminate flooring because they did not use a drop cloth. They sanded. They have since put the cleanup on us.

  

  Business response

  02/28/2024

  To date, the customer has not paid anything towards these services. Dust and debris are to be expected with drywall construction. The customer has become hostile to the point that we do not feel safe entering her residence. 

  Customer response

  03/05/2024

  This statement that they feel unsafe is without merit, never have we been anything but welcoming towards their workers in our home and never ever threatened anyone. Saying they feel unsafe is appears to be a retaliatory behavior because I went to the BBB to mediate this so the job is completed. If Clubbs doesnt want to come out and finish with the repair job (painting) then Im happy to have an outside painter to do it. Whatever gets our basement back to how it was before a Clubbs plumber, who was hired to switch out the washers shut off valves, flooded our laundry room, the subfloor and basement ceilings because he installed the valves backwards causing a massive amount of water to blast out. In the attached video in Dec 6 file it will show how the water soaked the seam tapes and drywall in the basement. This is when we requested for a restoration company to come in and not use box fans like Clubbs wanted to do. The restoration company had to tear down the drywall so their dehumidifiers and fans could reach the subfloor above preventing mold. The aftermath is attached in Dec 7 video. 

   

  In last phone call with the office worker, we had a disagreement to the amount of cleanup their employee should have done. There was no threat or anything of that nature. A disagreement does not constitute a threat. In fact, during this last call I was crying not threatening anyone. I cried because I felt at a loss over the Clubbs employee leaving a mess in our basement for today days. As you will see in the Feb 21st video, the drywall mud left on the floor. Their employee stated when he arrived on Feb 22nd that he didnt use a drop cloth to catch the mud because the one Clubbs supplied was too small so he didnt use it (he still didn't use it on the laminate floor when he sanded that day). You will see the disputed amount of acceptable dust in video Feb 22. The floor cleanup aspect of the complaint doesnt matter anymore because I cleaned up the mess. 

   

  What matters now is our house going back to the condition it was before December 6th when that employee cause a flood in our house. Again PLEASE finish the job either by outside painters or in house so we can have our house back. We waited patiently for two months for it to be done so lets get it done and we can part ways. Please 

  Sent from my iPad

  Customer response

  03/05/2024

  Complaint: 21332230
  
  I am rejecting this response because: 

  This statement that they feel unsafe is without merit, never have we been anything but welcoming towards their workers in our home and never ever threatened anyone. Saying they feel unsafe is appears to be a retaliatory behavior because I went to the BBB to mediate this so the job is completed. If Clubbs doesnt want to come out and finish with the repair job (painting) then Im happy to have an outside painter to do it. Whatever gets our basement back to how it was before a Clubbs plumber, who was hired to switch out the washers shut off valves, flooded our laundry room, the subfloor and basement ceilings because he installed the valves backwards causing a massive amount of water to blast out. In the attached video in Dec 6 file it will show how the water soaked the seam tapes and drywall in the basement. This is when we requested for a restoration company to come in and not use box fans like Clubbs wanted to do. The restoration company had to tear down the drywall so their dehumidifiers and fans could reach the subfloor above preventing mold. The aftermath is attached in Dec 7 video. 

   

  In last phone call with the office worker, we had a disagreement to the amount of cleanup their employee should have done. There was no threat or anything of that nature. A disagreement does not constitute a threat. In fact, during this last call I was crying not threatening anyone. I cried because I felt at a loss over the Clubbs employee leaving a mess in our basement for today days. As you will see in the Feb 21st video, the drywall mud left on the floor. Their employee stated when he arrived on Feb 22nd that he didnt use a drop cloth to catch the mud because the one Clubbs supplied was too small so he didnt use it (he still didn't use it on the laminate floor when he sanded that day). You will see the disputed amount of acceptable dust in video Feb 22. The floor cleanup aspect of the complaint doesnt matter anymore because I cleaned up the mess. 

   

  What matters now is our house going back to the condition it was before December 6th when that employee cause a flood in our house. Again PLEASE finish the job either by outside painters or in house so we can have our house back. We waited patiently for two months for it to be done so lets get it done and we can part ways. Please 

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

  

  Business response

  03/06/2024

  Good afternoon,

  As we previously stated we will not be returning into this hostile environment, we hired a taper to go back in and finish because my techs didn't want to return after the hanging of the drywall due to the hostility in the home. My guys felt unsafe. The contractor that did the taping & mudding cleaned his mess up.  the owner called in and  stated she wants me to come out and mop her floors. Any construction in a home creates dust and a mess, his job was not even completed when the owner called back.   We have made every attempt to please this owner and get the home back in order but at this point we will not be returning due to the hostility of the people  occupying this home. 

  We understand we crated a leak and we have went above and beyond to rectify the situation. we have have not charged this home owner for anything and we have made every attempt possible to put the home back.  I however can not send anyone into a home where they feel unsafe or when a home owner is cussing at us up and down on the phone. 

  Customer response

  03/14/2024

  I am rejecting the business response.   I find much of it to be untrue.  This is not a hostile environment.  I never raised my voice or used inappropriate language.  I was upset, but I was not hostile.  I actually hung up the phone because I felt I was getting to the point that I would have started to curse.  I did not do that over the phone.

  

  Business response

  03/15/2024

  At this point the owner is going to keep going back and forth with us. I do not have  employee who feels safe going into there home. we have went above and beyond to correct the issues. He was very much so hostile with my staff and my self on the phone and she did hang up on me after she has choice words. We Will not be returning to that environment. The subcontractor's mess is not our issue. we where not in the home. she should have called the subcontractor. There will always be dust on any type of construction project. We are not willing to keep going back and forth with this ***** owner.  We do not send employees into hostile environments  and we can't fix the dust issues when your sanding or tapping drywall.

  Customer response

  03/19/2024

  Complaint: 21332230
  
  I am rejecting this response because:
  
  This whole ordeal has been so stressful since the beginning. The company saying they bent over backwards is completely wrong. They grudgingly agreed to fix the flood damaged their employee cause but not pleasant to work with from the beginning. The office worker kept saying it was only a tiny bit water though they never saw the flood mess themselves and wouldnt listen when we tried to tell them. They were dismissive from the beginning only wanting to box fans and not have a restoration company to come out. We had to request for one and when we did that is when the hostility towards us went up a level. It took over two and a half months for them to finally get someone to put drywall up. We lived with an open ceiling during Christmas and when it was in the negatives making our basement, where someone lives, freezing cold. Then we had to call them multiple times during the two and a half months to see when we could expect someone they didnt keep in touch. Then twice the drywaller was a no call no show a bit frustrating seeing we had to rearrange our days. Finally someone showed up. Those guys were great. Then a new gentleman showed up but he made a mess on the flood with mud and didnt tell anyone he left so my door was left open. He also didnt know when he was coming back. He showed up back up unexpectedly to sand. So I cannot possibly think how they bent over backwards to please us and want to know. So I would like to know how they bent over backwards for us. 
  
  
  This is the first time I am hearing about a subcontractor. What worker was the subcontractor? Why is this not mentioned until now? Was it is the last gentleman who did work at our house??
  
  
  Again I never used foul or hostile language when speaking with any worker or on the phone. I was on the phone crying to her because I was frustrated at the situation at hand and I asked her to come over and see that I am not exaggerating of what a horrible mess their worker made and didnt clean up, taking into consideration of what normal drywall dust looks like.  I used to work in *************** in construction and I had to go to job sites. I have seen the mess left in homes after sanding drywall which is why we covered all of our basement furniture and tv in comforters and blankets to keep from getting dusty. Their last worker said he left the floor a mess because Clubbs didnt supply him with enough drop cloths. The severe amount of dust left behind was not the norm. Regardless, that point is moot since I dont need anyone to clean up the dust anymore since I already swept and vacuumed. 
  
  
  By no means have I been hostile on the phone, aggravated and crying yes, but I promise I didnt use any foul language or threaten anyone. A disagreement between two adults does not equal a hostile environment and saying so seems to be an easy out so they dont have to spend the money or labor to paint. Most companies would not back out on someone crying on the phone call because she was so exhausted from the quality of worker being sent especially when the Clubbs officer worker was very dismissive and defensive on the phone. They never even gave an apology. We are three disabled ladies so cannot fix the mess left by Clubbs and cant afford to pay for a painter. 
  
  
  PLEASE just call in a painter to finish our walls so we can be done with each other.
  
  Sincerely,
  
  ***************************

  

  Business response

  03/19/2024

  We are not willing to keep going back and forth with this ***** owner.  We do not send employees into hostile environments  and we can't fix the dust issues when your sanding or tapping drywall.

• Initial Complaint

  08/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Unsatisfactory experience with *** vendor,Clubb.Input job order for a toilet seal replacement.The technician from CLUBBwas here 9:20am- 11:17am.He diagnosed the toilet seal needed to be replaced.He said it was going to be a2day job,he could locate the part to repair today, and then possibly fix it tomorrow.He insisted to cut out drywall in the ceiling below bathroom.He did not put tarps,he said he didn't have any-complete mess in our finished basement and left the job site suddenly. His report to ***:main floor bath toilet flange was not relocated when they install or do flooring repair. the toilet was rocking and it leaks everywhere. tech pulled toilet and cannot install the flange w/out relocating the flange to replace it.per tech once they do repair they cannot re-install back the toilet and will not be responsible if the toilet broke($953.94).I was left with a non-working toilet,2 holes in my finsihed basement ceiling, and a room full of drywall dust.I called *** to report the situation-they said the order stated:status completed.I told them that the technician left the job site unfinished.*** said they would contact CLUBB with another work order to be finished by a senior technician.*** said the order was 'status completed' and no order was generated for completion.No follow up order generated by *** as promised,which led me to hire an independent plumber to fix the problem so that I have a working toilet.Since,*** said the job status completed, I needed to have the job finished.I hired another plumber.He arrived2:30pm&finished at4:30pm.He diagnosed the problem to fix the seal and saw no reason to have cut the ceiling below the toilet.He fixed the seal and remounted the toilet properly in2hours. CLUBB made unnecesary drywall holes,made huge mess, and unable to easily fix toilet seal like other plumber.CLUBB was NOT knowledgeable to fix the toilet seal OR was doing extra work to get money from ***.Took advantage of customer not understanding plumbing.

  

  Business response

  08/02/2023

  We Apologize you're experience with our Company was not satisfactory. When I spoke with you on the phone I explained to you that We had to submit your claim to ******** **** ****** for approval to move forward. That's not a same day turn around with your home warrnty  company. The service manager had a submit the diagnosis after he looked over the call. ******** **** ****** will pay to have your dry wall repaired. The plumber had to access the drywall to be able to find your leak as you explained on the phone yesterday you understood

  We have to follow our guidelines of your home warranty company. I explained that to you when I spoke to you on the phone That there wouldn't be a same day fix. We have no control over your policy with American home with what they will cover and will not cover. We received no money from running your service call. So the money your requesting back needs to come from your ******** **** ****** .  Any time You use a home warranty company, the vendor that is dispatched out Has to follow your home warranty guidelines on what we can and cannot do in the home. If you did not have American home we could have fixed the problem and gave you a price to do so. My technician removed himself from the home when he felt you were being hostile towards him. He specifically went outside and called our office. And our office advised him to finish cleaning up and leave the home. It's clubbs policy to never stay in a home where a technician feels unsafe and being verbally berated. You and I had that conversation on the phone as well as over how the the plumber felt.  You will need a contact ******** **** ****** And they will send a drywall company out to fix your dry wall.  The work order was never completed never on our end, i'm not sure who told you that. When my technician left for the day, that meant he was done for the day. Not that you ticket was closed out and completed. We explained to ******** **** ****** If they weren't going to cover your repair, we would be more and happy to come back and set your toilet, but you would have to sign the liability waiver as it didn't set flush to the flange.  Again we sincerely apologize that you had and unsatisfactory interaction with our company. As far as your $75 service fee. You will need to speak with your home warranty company.   We will not be Paying for any repairs when we we're not finished in your home. And it was your chose to hire another plumber to come in . We had to wait to get  authorizations from your home warranty to company to go forward. If you would like to call me we can discuss this further, you can contact our office. I would suggest you contact ******** **** ****** and go over your contract & policy. We do apologize for the unsatisfactory visit and miscommuntication between your home warranty company,you're home, and our company.

  Customer response

  08/08/2023

  Complaint: ********
  
  I am rejecting this response because:  The technician that was sent to our home from Clubb was not competent to fix a simple toilet seal.    He was questioning the idea of how to fix the seal, and since it looked different to what he was used to, he decided to cut holes in the ceiling below the toilet to blame the problem on a pipe that should be moved.   This is quite a different solution that simply repairing a seal.  He further said after he cut 2 holes in my ceiling, that I would have to hire someone else to move the pipe, then he might be able to come back to put the seal on the toilet but said he would NOT guarantee that he could do this without the toilet breaking.      Why didn't the technician call his main office and have a senior technician look at this?  His solution sounded very unnecessary and he wanted me to sign that he was not liable for anything not working or being broken if he was to fix it.   

  I have 2 unneccessary holes in my finished basement ceiling.   The technician should not have made those holes.  When he took the toilet off the seal, he should've said this was more complicated than he was used to and requested help from his company.    Instead he cut 2 holes in my ceiling, then quoted me  an appx $1000 extra not covered by warranty charge to move the pipe, and then wanted me to sign off that this movement of the pipe may not correct the problem and furthermore sign off that he would not be responsible for a broken toilet.

  Technician walked off the job because I was upset at the drywall mess he left at the unnecessary cutting of my ceiling.  *** said the Clubb said the job was completed.   I had a non-connecting toilet on my floor, and 2 holes in my finished basement ceiling with a mess of drywall dust, and I was told that the work order was completed .

  I called a local plumber to help fix the problem  because I was led to believe that Clubb would not be coming back. I did not want the toilet to stay not hooked up and the sewer line open.       The plumber I called said the seal was not difficult.  He fixed it in 2 hours and did not understand why the Clubb plumber would cut open the ceiling and did not understand why the Clubb plumber would even suggest moving the plumbing line.  

  I want $325 for the plumbing fee that I paid to have it done right.  I would also like Clubb to pay for the cost to fix the 2 holes in the ceiling dry wall as well as paint it to make it look like what it was before Clubb cut it open.   I am waiting for an estimate for the cost to fix and paint the drywall.

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

  

  Business response

  08/09/2023

  we have to follow guidelines put in place by your home warranty company.  we have no control over that . ******** **** ****** will send you a company to replace and fix the drywall you just have to call them. You should  have not gave the plumber consent to cut into your drywall if you felt he was incompetent.  i spoke with you while he was in your driveway leaving explain why the plumber was leaving diu to the hostility in your home towards him and i explained to you then the job was not complete.  You called another plumber upon your own request after i spoke to you and could of called you home warranty company.  Clubbs  is not reimbursing you the other plumbers cost you can send it to your home warranty company and see if they will pay for it.  we followed your home warranty companies guidelines and you chose at that point to hire out side of your home warranty company instead of calling them to go over your options for other business's and the information needed to return, the repair would have been a simple fix but again it goes back to your policy with ******** **** ****** with coverages and policies you pay them for.

  I sincerely apologize you and the plumber had miscommunication because he is a great plumber and has never  had a complaint until now.  ******** **** ****** will send a company to fix your drywall free of charge you just have to contact them. we will not be covering the cost of the additional plumber or the drywall repairs with you refusing to follow you contract with ******** **** ****** when you allowed us to make access to find the leak from the bathroom above. I'm more than happy to talk to you about if you would like to call our office.

   

   

  Customer response

  08/09/2023

  Complaint: ********
  
  I am rejecting this response because: you state at the end of the 1st paragraph "that repair would have been a simple fix" but I don't think your technician's cutting drywall and moving a pipe is a simple fix.  It  seems that an extra $960 that was quoted, and that would be not covered by ***, and then the waiver that the technician said I would have to sign to say that this process might not work and the toilet may break- seems like this is not a simple process.  The other plumber fixed the seal simply and didn't have me sign any waiver about the toilet not working. 

  I spoke with you after the technician left, he was not still on the driveway.   I called *** after I got off the phone with you to see what the next steps were.  They said that Clubb marked the project completed.  I asked *** twice, and they said the status says completed.   I was suprised as well that the status said completed when it was not.  I'm not sure hwy this is, but this is what caused me to go outside of the ***- because my file said the job was completed.   I believed the information I saw on my account that said 'completed'.  Why would I not think to believe it?

  I believe my reaction to the huge drywall mess was a normal one- I was in suprised to see my neat finished basement to be a construction site.  Usually technicians are respectful of people's homes and put plastic down on an area before they would make a drywall mess.   He told me he should've asked and prepped the area before he made the mess.  I asked if he had any plastic in his truck, he said no.  I told him that I would've provided him trash bags or whatever.  The drywall holes were above electronics and furniture. We keep a very tidy home and it was upsetting to see the lack of care provided.  It was a big mess.

  I do not want to use a person from *** for the drywall repair because they have sent a high percentage on non-competent technicians in the past few years.  

  I would like my reimbursement for the $325 plumbing fee and the drywall fixing.
  
  
  
  Sincerely,
  
  ******** ******

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