ComplaintsforRoyal Flush Plumbing, LLC

• Initial Complaint

  06/03/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had Royal Flush install a walk-in tub in my home included in the job was installing a Pedestal sink, The sink could not be installed until some dry wall was installed which was about a week away from May 7th when I paid Royal flush for the job. I was told he would come back and install the sink when the site was ready. I paid Royal Flush a total of $1597.00 which included per the invoice a charge of $575.00 for installing pedestal sink with necessary hangers. Royal flush could not (or would not ) come out the following Sat to install the sink (they also did not install any hangers or supply any materials for the install) I had a contractor here and he said he would install the sink. I said that to Royal Flush and they said they would refund my payment for installing the sink if I wanted to get it done right away. I finally got a check from Royal Flush and they only sent me a check for $150.00 not the $575.00 they charged me. I have an invoice that specifically states "install Pedestal sink $575.00" . Now they are telling me they are charging me something extra for removing old sink, sliding a water line over (not removing and replacing just sliding over ) 3 inches they did not install any wall backing or repair any walls it was all done by another contractor. I paid the other contractor based on what Royal Flush was charging me to be fair. On top of all this it took numerous phone Calls to Royal Flush to even get this check. I paid them on May 7th and they finally got around to sending me this check on 5/31/22

  Business response

  06/07/2022

  Thank you for the concern that you have for this bill. I am sorry that you feel that you were wronged in any way through the process of this project. This has been a customer of ours for a couple of years now and they have usually been easy to work with regarding prices and scope of work. For this particular project there was a general line item for the scope of the work listed as, "Install pedestal sink." The price given was for removing the old cabinet, counter, side splash, tubular pipe and disposing of the material. This has to be done in order for the pedestal sink to be installed even though it is not stated in that line item. When the pedestal sink was removed the customer did not want it disposed of and per the customer they wanted it to donate or other reasons so I placed in where they told me to, all together, for the next owner of the cabinet sink. I was able to adjust the water piping over by sliding the holder over and securing it on the bracket. I was able to do this because of the repair I had made earlier on the PEX water piping for the shower I had to remove. I was able to move the water line enough so that when the pedestal sink would be installed the water lines would not show from the side. This customer called me saying that the drywall was done and ready for me to return to install the pedestal sink at my convenience (so I thought). I told this customer that I wouldn't be able to return until Saturday because in our profession we stay very busy most of the time. I was not scheduled to work that weekend but was willing to make the sacrifice so that we could get the job completed. The customer suggested that he just have his handyman do the job and I just reimburse him for not installing the pedestal sink. I reiterated that I do not mind coming out to get it done since it was in my price to do the complete job and he said to not worry about it and he will have his guy do the job if it was easier on me. I told him again that I didn't mind coming out. The customer finally said that he will have his guy do the rest of the job, which included putting two bolts in the wall to secure the sink and installing the faucet to the counter then placing the base underneath. I typically silicone different parts to make sure it is secure but I am unsure how his handyman installs these. With this I agreed that I would refund the part of the job that was to install the pedestal sink, which is $150. The rest of that cost is knowledge, understanding of the scope of work, tools, material and labor. Before the drywall was install this customer forgot to mention that I had a guy install a piece of 2x6 behind the pedestal sink for more security when bolting it to the wall. The price also incorporates the cost of any pipes not working or fitting in the pedestal base and adjusting them if necessary. This is also for unforeseen obstacles that we may face while working behind the wall such as 2x4's anything that could be in the way and need to be drilled through or moved. Also, this price does not change if the job stays the same. If I had to drill through 2x4's or move something that was in the way like brackets then that price would still be the same weather I am there for 30 minutes or 2hrs working on it. Flat rate pricing. The customer gave me verbal consent to the whole price of the job and I proceeded. Now through this project I have been very understanding for this customer. He complained that another guy left too much trash behind his garbage bin and that his HOA would be upset with it. I personally moved the trash so that it looked more professional around the trash bin i.e. stacking the old shower walls and moving the tub so that no one could see it. I have come out on weekends that I wasn't scheduled to work to accommodate this customer. I have answered all of his phone calls when he had questions about either the scope of work or about how everything was going to be installed. I adjusted my schedule to fit his anxiousness for this tub because I knew he really wanted to use it. I was excited to get it done as fast as possible for him. We spoke about the abilities of the tub and about how excited they were to use it. I am sorry that we have put so much effort behind the scene of this project, and also through it, that they were not able to see everything they got then complain about an amount they should be owed. I don't expect them to see all of the hard work we do for them when they are not around but I do hope others will be able to see this and know that some companies still care more about the customer rather than the bottom line. We worked with this customer for several weeks and also several visits to help him through the process and this is forgotten. I still do hope he enjoys all the benefits of this tub. It's an upright jetted tub. Good luck in your future endeavors. One last thing, other companies were going to charge him $15-30,000 for this same job. I told him no way it's going to cost that much then I gave him my price and he accepted it. That price probably included supplying the tub which was only $6k-8K if I remember correctly which he got at a very cheap price because of some deals that he worked out with the supplier. He spent around $3-4k for the tub. I saved him a ton of money and here we are.

  Customer response

  06/08/2022

  My concern and complaint is not with the work or workmanship provided by Royal Flush my concern is the fact that I paid Mr.B****** for work he had not preformed (dumb on my part) when I gave him the check. I hired Royal Flush to do and install of a walk in tub in one of my bathrooms.  The job entailed removing a door frame, ( to allow the tub to clear the door) some electrical work, removing the existing tub/shower unit ,installing the walk in tub unit I purchased and a pedestal sink to replace the existing vanity sink in the bath room. Plus any repairs to drywall woodwork etc. that was damaged during construction. 

  In Mr. B******'s rebuttal he commented about moving a water line which was necessary for the walk inn tub installation but not because of the Pedestal sink installation in fact the only way Mr B****** was able to remove the existing tub was by removing the vanity sink.  The same held true for installing the new walk in tub there was just not enough room in the bath room to remove or replace the existing items without removing the vanity.

  Mr. B****** incorrectly stated in his rebuttal  that he said he wouldn't be able to return till Saturday to install the pedestal sink , when in fact I actually called him on Friday and asked him if he could come  the next day which was Saturday and he said he doesn't work on Saturday( I have a witness to the phone conversation and he will swear that that is what I was told).

  When Mr B****** said he would not come on the next day (Saturday he was not sacrificing anything he just flat out said he doesn't work on Saturday) I asked if to get the job completed he would just refund me the $575 I paid him and I could just get my Handy man to do the install and he agreed. I never thought in a million years that he would only return $150 of the $575 he charged me , I really thought he was an honest person. He never said he would come out on Saturday like he indicated in his rebuttal because if he had I would have had no reason to have the handyman finish the job who I had to pay for installing the sink anyway. Mr B****** indicated he had someone install a 2x6 behind the wall to mount the sink I wouldn't call him a liar but he must have some other job on his mind because my handyman actually installed the 2x6 to bolt the sink up. He stated that the rest of the cost is Knowledge ,understanding of the scope of the work, tools, Material and labor which he is not entitled to since he never did the job how can anyone think they can charge something He also for something they didn't do. again he also said in his rebuttal the price incorporates the cost of fitting in the pedestal base and adjusting them if necessary If he didn't do the job why should he get paid for job related items there are other items he attributed to the cost which he wants to keep that he did not do but this is getting too long to answer all the items he said he did but did not do.  

  Another item he talks about was another guy left too much trash behind his garbage bin.  He convently neglected to indicate that other guy is a sub contractor he brought on to the job his name is ****** ********** he was brought on to the job by Mr Ba***** to do the electrical, remove existing tub and shower surround carpenter work and drywall he was introduced to me by Mr B****** as someone he works with a lot.

  He also indicated that I had other companies bid the job that is true except it was only one company and that was American Standard the company that makes the tub and they were very high which I expected but they included a $8000 tub in their cost. He alluded to the fact that I got the tub that was installed for a cheep price because of some deals that I worked out with the supplier implying I am cheep but what I actually got was a veterans discount directly from the manufacturer of the tub. Now Mr B****** is knocking a Vietnam veteran for shopping and receiving a benefit for serving what a guy huh.

  I don't have any complaints for the work done by Royal Flush just the fact he did not earn my $575 . I do expect him to refund the balance of $367.50 which is the amount due me after subtracting the veterans discount he gave me and the $150 he sent me.

  **** ******

  Business response

  06/20/2022

  HI ****, again thank you for the response. First, I want to call out the lie that I wouldn't come out on a Saturday. Sir, I have worked Saturdays for an entire year straight and never complained about it. I still work Saturdays when I must. We have on call techs that work every Saturday now. Being a small business owner it is somewhat expected. I may have told you that I would rather not work on the weekend if I had a choice but never would I tell you that I would not work a Saturday. Never question my honesty for I have no reason to lie. I will not respond to the rest of your lies in the last response because I believe this argument is below the both of us. I respect you as a veteran and wouldn't question or call you cheap because of it. This may have been perceived wrong or portrayed incorrectly on my part. I will say that you were correct on the phone per our last and final conversation that you don't have anything to do but write a complaint on my company. This is true. I cannot stay in front of a computer, as you put it, and keep responding to your complaint. I will refund you the rest of the money because money holds no value to me when it comes to someone feeling like they didn't get what they paid for. I really thought that beyond the scope of the bathroom work I was giving you more than most companies would be giving you. Through all the calls and return visits then walking you through the process I believed that you were having a great experience with us. I was wrong. It comes down to the almighty dollar. I'm hopeful that you will find a company that serves you the way that you feel is more appropriate to your standards. Good Luck on your journey ****. Also, I am sending the money back today so you should get it back this week. 

  Customer response

  06/21/2022

  Better Business Bureau,
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  **** ******

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