Complaintsfor1-Tom-Plumber

• Initial Complaint

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The original visit was for a back-up of black water in the shower pan. ****** was the plumber who showed up around 10PM as we were his last stop that Friday. The visit was quoted over the phone at $150.00 for the job PLUS another $199.00 for after hours emergencies. WE AGREED TO THAT. After ****** discovered he needed to pull the toilet, he ADDED $51.00 to do this so we begrudgingly agreed to pay that NEW amount totaling $400.00. After ****** left, the toilet he re-set started leaking past the ORIGINAL WAX RING he was supposed to replace!! After enough time to confirm the wax ring was never replaced by mopping up the small pond of black water every morning. We had them come back to fix this error and immediately upon arrival ****** asked me (***** was on his way home from work) if ***** handed him a wax ring when he was here before. I said ***** did NOT give him a wax ring. He was on the couch with me the whole time. ****** turned to **** and said that ***** HAD given him a wax ring. That was not true. They went ahead and replaced the wax ring and replaced the bolts and nuts, stating the right bolt had broken. They were real *****. **** finished the job, and ****** told me that it was going to be $80 service fee. When the job was completed, it was $80 for the wax rings and nuts and bolts. I was confused whether it was a service fee or parts and labor. He said he had talked to ***** about the charges. I was told Friday when I called to set the appointment that it was free because the job should have been done right the first time. We hate being lied to. ***** was on his way home, and they left less than 5 minutes before ***** got here. Why would they do that? Did they want that money for themselves? BECAUSE IT WAS FREE AFTER ALL!!! I'm so very upset that 1-*************** would treat us like that. It really hurt feelings when he lied about the wax ring. They said that it was free, then changed their mind once they were here.

  

  Business response

  09/26/2023

  We appreciate the opportunity to respond to your concerns regarding your recent experiences with 1-Tom-Plumber. We take your feedback seriously and are committed to rectifying any issues.
  
  To provide further clarification on your concerns, here are some additional points:
  
  1.The initial quote for the after-hours emergency service and the job itself was agreed upon. Importantly, the $51 additional charge for pulling and resetting the toilet is actually below our standard rate, which means you were receiving the service at a discounted price.
  2.Regarding the wax ring issue, had the toilet been leaking continuously since our initial visit, we find it improbable that it would take a month to report the problem. Nevertheless, we promptly addressed this by replacing the wax ring and ***** bolts, at no extra cost to you, during our second visit.
  3.************** did inquire about the wax ring upon his return, but we assure you there was no intention to mislead. Transparency and integrity are core values at our company.
  4.Typically, a service call fee is assessed before performing any work, during each visit. Not only did we waive this fee during the second visit, but we also performed the replacement work (parts and labor) free of charge. Therefore, you received the second visit, including new wax rings and bolts, entirely free.
  
  We apologize for any confusion or distress you may have experienced and are working internally to improve our communication protocols. If you have additional questions or concerns, please dont hesitate to contact us directly.

  Customer response

  09/28/2023

  
  Complaint: ********
  
  I am rejecting this response because: Please compare my origonal complaint with their response.. It's as if it was in response to somebody else's complaint??****** LIED and said that I HANDED HIM A WAX RING!!!  I did no such thing. This is just incredible
  
  Sincerely,
  
  *******************

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