ComplaintsforThe Waterworks

• Initial Complaint

  10/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  09/26/2023 the plumbing technician arrived at 11:55am. My appointment was between 12-4pm. I was not prepared so I had to removed all the items from under my kitchen sink. I was experiencing low pressure from my kitchen faucet. The Tech went to my basement to cut off the water supply and returned and said the water valve was not fully open that may be the problem but it wasn’t. He checked the water valves under the sink they were properly working. Next he checked the faucet nozzle there was no blockage. He checked the hose inside the faucet and determined there was debris there. He told me I needed a new faucet and there would be a charge if he provided the faucet and it would be cheaper if I went to **** ***** and bought the faucet myself. I agreed to buy the faucet and then have it installed. He went back to the basement and turned the water back on. It is now approximately 12:20pm, the Technician spent most of that time going up and down the stairs 4 times. He left went to his truck and returned with an invoice for 220.00 dollars, my jaw dropped! So I am paying for a problem that I still have, no water pressure. When I made the appointment I was advised I would be informed of the price before so I could decide to proceed. It took him less than 10 minutes to determine I needed a new faucet. I was fuming because my problem was not resolved no water pressure before he came and no pressure when he left but I am out $220.00. I called to speak to a manager to dispute the charges and was told the manager would call me back in 72 hours. I have called after 72 hours to speak to Emily and was told she would call me back. I have not heard from Emily after 6 days. I believe that WaterWorks preys on the elderly based on some of reviews I’ve read. I live in a condominium community with a lot of seniors and we also give them a lot of business. The Tech did not leave a invoice detailing his work or give me a quote nor a receipt.

  

  Business response

  10/05/2023

  Thank you for the opportunity to respond.

  Our Customer Care Specialist has been in contact with Ms. ****, and she is satisfied with the resolution and the invoice adjustment.

  Thank you.

  Customer response

  10/06/2023

  I accept the business's response to resolve this complaint.
  Regards,
  
  ******* ****

• Initial Complaint

  08/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called The Waterworks to see if they could send someone out to give me an estimate on how much it would cost to fix a leaking pipe. They sent a technician out who looked at the leak and said I can cut that pipe off and cap it. I said yes. He was here for ten minutes, if that. Once I was free from work I went to check on the repair and noticed water and air bubbles coming from a valve a few inches down from where the leak had been. I called the next day and they sent the same technician. He was here for two-three minutes tops as he quickly tightened a bolt. Later that day I noticed the leak had then moved a few more inches away to a rusted joint. I then received a bill for $350. The invoice has a scribble on the "authorization for service" section. My complaint starts here: I never read or signed anything. I certainly would not have agreed to pay $350 for 15 minutes of work that did not fix the problem and was done in a rush and I now have to have another company come out to repair. I called waterworks and the person on the phone sent me to "accounting". The person at accounting told me they do not deal with these issues and that it could take up to a week for whomever does deal with them to contact me. I never heard back. I called again the next week and was told that I needed to speak with accounting because they handle these issues. I was then added to an email with Emily from Chris. I never received any response from Emily or Chris when I reached out again by email, twice. So, I think this is a bad business practice. A scam. The run-around. I have no problem paying for work but I first need to be told what the price is. I certainly didn't read or sign anything even though the invoice has a scribbled signature. I offered to pay them at least half of the $350 but they never responded. I believe they are engaged in a deceptive business practice combined with an internal "run-around" process. They were deceptive and I feel are trying to steal money. Thank you.

  

  Business response

  08/23/2023

  We appreciate the opportunity to respond to Mr. ******'s complaint. Our Customer Care Team member, Emily and Mr. ****** have communicated on the issue and reached a resolution on Thursday, August 17th.

  Mr. ****** was very happy with the resolution and the credit adjustment of $175 on a portion of the service. The technician's calculation for labor performed was incorrect and corrected by the departmental supervisor. 

  Thank you,

  Customer response

  09/05/2023

  I accept the business's response to resolve this complaint.
  Regards,
  
  ***** ******

• Initial Complaint

  06/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had a water heater installed in november of last year.From the beginning I have nothing but issues with The Waterworks. When they installed the water heater the tech also replaced a water line that messed up the way my water goes throught the line and I am not able to get hot water at times. The water hearter kept failing inspection due to the in pro[er way it was being installed and pieces missing. One of the inspectors stated that I did not nned a plate to go underneath my tank just like I previously did not have one. The very last time the tech came out to fix the issue with the failed inspection, they tracked some kind of oil or substance on my steps of my hardwood floors and left shoe prints . I have contacted waterworks many times with al my complaints and they seem to be ignoring me. I taiked to Ryan that stated the techs were to have worn booties and the five times they were out there they did not. They also left the owneres manual taped on the side of the heater where you were unable to see, and I was not aware of until one day it fell in between my water tank and heater whcih could have caught on fire. I have tried to contact the waterworks and ahve sent them images of my complaint and have not heard back from them

  

  Business response

  06/30/2023

  We appreciate the opportunity to respond to BBB and to Ms. ******. When we receive a complaint of this nature, our process is to investigate the claim and pull our notes pertaining to the conversation, as well any action steps that followed. Here are the facts as they stand:

  11/17/22: We replaced a 40-gallon gas water heater – added a drain and expansion tank. The invoice with signatures is attached.

  12/9/22:  We were called out for a possible recall of the original service. Ms. ****** claimed that the water to the washing machine was not getting hot. Our technician ran the washing machine and verified that the water was hot. Since this was not a recall, the customer would normally be charged for the service call. However, we waived our fee, and the customer was not charged. 

  12/29/22:  Ms. ****** called in, stating she still had issues with the water heater. After leaving multiple messages for Ms. ****** to reschedule service, we canceled the service call on 1/19/23.

  1/24/2023 and 2/28/23:  The water heater twice failed an inspection by the City of Columbus. “The water heater pan drain not ran.” Fitting need to be glued. 2. “Pan drain pipe and fitting not glued.”
  

  3/2/23: Our technician was onsite at Ms. ******’s residence and addressed the failed inspection items.
  

  4/4/23: We continued to receive calls from Ms. ******, and our Plumbing Manager called and left a voicemail for Ms. ****** to contact him. We have been waiting to receive further communication from Ms. ****** since 4/4/23.

  
  Ms. ****** is asking for a refund for the water heater installation. We completed the service and charged accordingly for the service and installation of the water heater. We confirmed that the hot water is working according to specs and the hot water delivery to the home. We addressed the issues for City compliance. At this time, we stand behind our service and our charge.

  
  

  Customer response

  07/06/2023

  I am rejecting this response because: The Waterworks did not respond to any of my complaints. They gave me a hard time from the beginning about my complaint with the waterline that was installed and has messed up my waterline. They also did not attempt to resolve the issue with leaving my home stained from the tech or almost catching my home on fire  although. I am asking for compensation for the stains they left on my floor and for the plate that I was told by the inspector that was not needed but told ny Waterworks that I had to have one and the carelessness that the techs which could have caught my house on fire. I did email and sent a tect to Ryan on 5/4/23 and text 5/17/23 to Ryan and have not heard back. I have sent emails to The Waterworks with no reply. 
  
  Regards,
  
  ***** ******

  

  Business response

  10/20/2023

  12.14.2023 BBB received notice from the business stating that the consumer's complaint has been resolved.
  
   
  

• Initial Complaint

  06/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Simple service request to install kitchen faucet and garbage disposal which we already purchased and came with all the parts. When appointment was made asked for pricing and was told they could not provide. Install took an hour at best and billing was enough for 2-3 hrs. Additional job to replace outside PVC pipe for sump pump. That took no more than 30 minutes but cost at least $300 more for another basic repair. When we reached out to complain that charges were not comparable to work done we were told it was subject to flat rate pricing and there were also costs for parts. If thie install of faucet and disposal was flat rate that should have been provided upfront when asked, and the parts charge was outageous considering the only part was a small section of PVC and some clamps. Are they actually charging for the tools that were used too? Definitely feels like price gauging and intentionally not sharing costs upfront. They get you to agree to it saying it could be adjusted once job is completed. They’re there and you need the work done so who is in a position at that point to send them away, likely still be charged for a service call and start over? When did plumbers start being able to do business with a blank check?? Additionally they removed owners manual for garbage disposal from the premises and would not respond to the request to return that to us.

  

  Business response

  07/13/2023

  ******, we apologize for disappointing you and that our pricing did not meet your expectations. Our pricing includes not just time on the job, but product inventory on our fully stocked trucks, including equipment and tools, and technician knowledge as well.

  
  As a standard protocol, our Customer Service Team does not provide pricing over the phone, which can benefit our customers. Our customer service representatives are not skilled plumbing technicians and cannot diagnose a situation to determine pricing. Once the technician is on-site to evaluate the job, they can better determine the full scope of the issue to provide accurate pricing. In many situations, we have made recommendations that have decreased the job cost, saving our customers money. Please know that our pricing is within industry standards.

  
  Our technician provided pricing before your service of $871.00 and received a signed authorization for service. (see attached). The Service Order included a flat rate on labor. Since multiple services were completed within the job, you received a discounted rate on the garbage disposal and kitchen faucet replacement. The technician did not charge for the parts, supplies, and consumables related to the garbage disposal or kitchen faucet replacements.
  The technician discounted $130.00 of labor charges from the original estimate, and a $25 discount coupon was applied, lowering your final invoice from $871.00 to $741.00. (see attachment).
  After fully reviewing and evaluating your service, we stand behind our pricing and charge. We thank you for your previous patronage and hope to serve you again.

  Customer response

  07/14/2023

  I am rejecting this response because: the response further substantiates complaint. No specific backup for significant amount charged. There were no parts provided, the faucet and garbage disposal had already been purchased by customer and everything needed for install was provided. Other repair involved small section of PVC and a clamp, possibly a saw to remove original PVC. The professional time for labor was merely 2 hours. So the going rate for a plumber is now $400/hr?, because suggesting that parts, tools and “professional” expertise are significant cost factors is ridiculous for this type of service. And charging a flat rate should be able to he stated upfront and wouldn’t require expert assessment. We were told the charge for install had been based on a flat, pre-determined, rate. 
  
  Regards,
  
  * *********

• Initial Complaint

  03/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of Service 03/24/2023 I contacted Waterworks to shut off the main water and install a water shut off valve. This became a nightmare as the plumber cut an active water line and it flooded the whole first floor of the condo. They sent out ******** to do the clean up, well fast forward I had another company come and check and run certain test in the floor, there’s water under the wood flooring that should have been pulled up within 24-48 hours after this incident happened. I have dealt with many different attitudes and being told by an ******** employee, that since Waterworks is paying the bill, they can’t disclose information to us anymore. We went to file a claim with the home owners insurance and informed someone and she came back saying that ******** works for them ( Waterworks) and if we have them leave, we or the insurance company assume responsibility for the damages. I signed with ******** and I AM NOT THE HOME OWNER. Waterworks ( everyone) was aware of this. The home owner does not want a company that is not willing to disclose what needs done, etc at the property. This is OUR home, when does a business get to chose WHO we want in it? I won’t start on ********s unprofessionalism but I requested a new crew and yet, someone called today from the initial crew to apologize ( even with an attitude) about his attitude from Saturday.

  

  Business response

  03/31/2023

  Thank you for the opportunity to provide additional detail to the service at **** ********* ****** ******** ****.
  

  3/24/23 – We received a call from ********* ****** from the residence. The customer stated they contracted with ************ to locate the main shut-off, however, *** declined to shut off the water to the complex in order to have her shut-off valve replaced. The customer originally requested that we shut off the water down at the curb and allow ************ to make the repairs inside her unit and then we would turn the water back on at the curb.
  The customer stated that before she called us, they had been dealing with this issue for three days and already had water damage. The apartment flooded prior to The Waterworks being on site which is why they needed the shut-off valve fixed for the water to be shut down so other repairs to be made.
  

  3/24/23 – At 2:43 pm. Our technician Lonnie spoke to the customer and confirmed that the location and type of residence was a condo complex. Lonnie verified the service to be provided is to shut the water down and then turn it back on. The customer agreed. Upon arrival, the customer wanted Lonnie to take a look at the shut-off valve in her unit and give an estimate to replace it.  She stated that the valve in her condo is broken and needs to be repaired so that the water in her individual unit can be shut down for other repairs to be made.
  Water shut-off can be problematic and our technician made an error cutting the line causing water to enter the lower level of the residence. They were able to shut off the water.
  

  3/24/23 – Customer spoke with Rhonda B******* our ******** ******* ******* who then contacted ******** ************ and immediately arranged *********** to the property, at The Waterwork’s expense.
  

  3/24/23 - 6:30 pm – The Waterworks also paid for the residents to stay at The *********** ***** ** ***********, from Friday 3/24 until 3/27 or until *********** is complete.
  

  3/27/23 - We received a text message from ********* stating that they had another *********** company out and based on information provided by that *********** company, requested ******** to be pulled off the *********** and no longer work on their condo. ********* stated that they were hiring the other *********** company and they had submitted a claim with their insurance to handle.
  The customer was advised that if we pull ******** off of the job they will be responsible for all damages. ******** is our preferred company and provides excellent service.
  

  3/29/23- 12:00 p.m. – **** from ******** *********** returned the keys to the customer and picked up their equipment. The customer requested they not return for any further work or ***********.
  

  3/29 – The customer’s insurance company contacted The Waterworks, and we relayed details regarding our service, actions taken, and that of the customer.
  We keep extensive notes, pictures, and recorded phone calls on our service calls. Please let us know if you need any additional information or details.
  

  3/31/23 We currently have the job on hold and are waiting for direction.

  Customer response

  03/31/2023

  Where’s the notes where I spoke to the supposed supervisor that advised they didn’t know the extent of the damages until ******** is done but ironically enough, ******** *********** came out today and did what was needed done within four hours. ( also When the flooring was pulled up like it should have been there was significant water that had remained under the floor even with ********s equipment, so why was their equipment there for five days when it didn’t do the job of drying out properly and they were not pulling up the floor?)Or that the Vice President of waterworks spoke with ******* from ********** ********* and advised they would not cover any damages due to prior damages ( which ******** took pictures of and so did the insurance company and *** ******** were out and seen the prior damage 30 mins before Waterworks arrived) I have attached the text from Kassi stating Waterworks would NOT cover the damages if we had our insurance company come in even though ********s equipment was malfunctioning hence the one employee that had the attitude ( I also attached where ********s equipment was leaking. I was instructed to turn off the machine and I sent a text to their employee about them leaving a hose on a sink that was not functioning and yet I didn’t get a response for the situation and it was not handled correctly or in a timely manner from ********.) We we’re put in a hotel until Monday and we spent Tuesday at home with no one doing anything in any way shape of form from ******** or waterworks. We were not able to use basically any part of our downstairs, ( washer, dryer, cook or do dishes because of ********s equipment everywhere. I also have video pictures of where all the water sprayed and to the extent of how deep the water was and I have a video of where all the equipment was and how we were left. The guy that did the initial damage from waterworks had mentioned the day of the incident that he had only had this done one time before and to me based on how everything has been handled, waterworks sure knew who to call in to make our lives miserable until we took actions on our end so they could say they’re not responsible for the damages. I’ll also make sure I forward the response from the person that responded here saying they’re waiting for the next steps so we can definitely get waterworks to handle the bills accumulated for the repairs, hotel stay, etc. Waterworks make up your minds. I sure wish they had so much to say when I had my asthmatic daughter staying in the mess they made on Monday night but nope, silent at they had been all this week via my complaint. 

  

  Business response

  04/18/2023

   

  We appreciate the opportunity to respond to Ms. ******~

  The customer has previously hired another plumbing company. Damage from this job was due to back-up of an upstairs toilet which flooded to bottom level. Customer filed a claim with her insurance company for this damage.
  
  The Waterworks was hired to correct the ORIGINAL damage caused by Company #1. In the process, our technician caused a break in the main water line causing clear water, not back-up sewage, to seep into the residence. The Waterworks immediately responded and  hired our *********** company of ******, ********, to assess PRIOR and CURRENT damage as well as clean up the water associated with the Waterworks technician mistake.  In addition to fixing what our technician damaged, we made the customer aware that we would also fix-- free of charge—any and all damages related to the PRIOR company’s mistake. This was explained to her in detail.

  The customer dismissed our technician as well as the *********** company from the job. It was explained to her at that time and subsequently captured via text  (see attachment) that if she was dismissing us from this job site, any work that needed to be completed was considered null and void.

  Once dismissed from the jobsite, The Waterworks determined that we will not pay for any lost items from the first instance which was caused by another company nor will we pay for anything after that since we and our *********** company did not have access to nor adequate time to assess the damage, loss or fixes related to either instance. 

  The insurance company’s decision to decline coverage of the residence contents is between the customer and the insurance company.  The Waterworks is not responsible for the insurance company’s decision to decline coverage of the residence contents. The insurance company contacted The Waterworks and received the facts as related to the service, including the homeowner’s decline for the timely remediation of their property.

  Thank you,
  The Waterworks

  Customer response

  04/18/2023

  I am rejecting this response because: damage was NOT caused by *** plumber. *** suggested Waterworks to shut off main valve due to they would not complete the work without the main valve shut off in the unit to be added which is why I contacted Waterworks. Get your facts right. The damage from the upstairs toilet (which technically after your plumber flooded the downstairs decontaminated and contaminated the whole downstairs) was only to the downstairs bathroom and small hall. The living room/ dining room and kitchen was not effected by the upstairs incident. That was all your guys doing. ******** I had submitted prior pictures to BBBy and showed where they were not doing their job correctly hence their machines were leaking water. I also had another company ( ********s) that had came out during the initial claim ( for the upstairs ) to assess damages and seen the damages waterworks and ******** left by not pulling up the flooring etc, within the first 24-48 hours. ( the snap wood flooring had excessive water under it in the kitchen, and living room/dining room due to negligence of lacking proper response from waterworks to ********.) Waterworks was not wanting to fix nothing as it had been left a mess for a total of 5 days after the fact of the incident. You plumber LIED. That’s why he was not permitted back on the premises. He advised that the rug was only wet and wanted to clean the home with a shop vac, a firefighter was right there when he said it. Yeah, the flooding was so bad and he could not get the water off that I called the fire department and waterworks. He also made the comment that the incident had happened only one other time in his 26 years of doing what he has done. Funny how you guys knew exactly how to NOT get the clean up done and left my child, ****** and I literally without a place to live for X amount of time. Also there were intially TWO claims filed for water damage. The first being the toilet THEN after you left my family in the nasty environment and kept trying to push back about the situation I filed another claim to put us in a safer environment. We literally could not use any of our downstairs as ********s equipment was everywhere. The TWO claims were then conjoined to one. I hope everyone sees this and sees what type of company this is and how they conduct business. Replace our items. My child should not have to go without because of the incompetence of YOUR staff. Our stuff was put downstairs due to the initial flooding upstairs and then along came your company and our stuff was ruined. 
  
  Regards,
  
  ********** ******

• Initial Complaint

  10/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 10/20/2022 I paid the Waterworks $200.00 for replacing the wax ring on my toilet which was leaking dirty water into my basement. My itemized receipt/invoice was sent to me by email. Upon printing it out, I noticed that I had been charged $120.00 for fixing the toilet and $80.00 for what the invoice said was: The Waterworks "Pledge to you". When I called them and inquired why I was charged $80.00 for some sort of "Pledge", I was told that that was a trip charge. Before work started on my toilet I had been told four different times by three different people that there was no trip charge or fee for coming out and giving an estimate. This is not right. I should not have been charged $80.00 either for a few meaningless words on an invoice nor for a trip charge that was non-existent until after the work was done.

  

  Business response

  10/25/2022

  Hello, our customer care team have been in contact with Mr. *** regarding the invoicing matter and we have refunded the $80 trip charge. Mr.  *** was very happy with the resolution.

   

   

  Customer response

  10/26/2022

   I accept the business's response to resolve this complaint. The Waterworks refunded the money in question. I am very happy with this resolution and will use them again in the future for my plumbing needs

• Initial Complaint

  06/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Description: The consumer hired The Waterworks to install a dishwasher in Sept. 2021. The water was starting to settle in the bottom of the appliance and it was discovered that the new hose belonging to the new dishwasher was not used. The installer used the old hose. She called The Waterworks to have them come and fix the issue, but they want to charge her a fee. She doesn't think she should have to pay for this because they did not use the correct hose when installing dishwasher correctly.

  

  Business response

  06/07/2022

  Our Customer Resolution Specialist will be in contact with the customer to schedule service for a technician to install the preferred hose line on her dishwasher at no charge. Thank you.

  Customer response

  06/13/2022

  6.13.2022 BBB received vm from consumer stating The Waterworks is scheduled to come out on Thursday June 16 to install the hose they forgot to install previously.

  

  Business response

  06/17/2022

  An attempt to set up a service for a Waterworks technician to go out to her home has been canceled and rescheduled three times by the customer; June 16, June 17, and now rescheduled to June 21. Please know every attempt has been made to resolve this issue with the customer. If the customer cancels again, we will reevaluate our position based on the time our staff has invested in resolving this customer’s claim.
  
  Thank You,
  
  Joan C
  
   
  
   
  
  Joan Coughlin
  Digital Social Media and Content Marketing Coordinator
  jcoughlin@thewaterworks.com
  mobile: (614) 915-5820
  office: (614) 505-8230
  fax: (614) 859-1246
  

*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. ↩