ComplaintsforSteve's Plumbing LLC

• Initial Complaint

  07/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called to get a wobbly toilet looked at at *******************, and as others have said, the company charges $99 to come out and diagnose the problem -- which is mostly fair given you can turn down the work and otherwise waste their time. When they came out, they fixed the wobble and claimed to have replaced all the bolts and seal. But upon closer inspection, what I saw was 1) no wobble (great!), 2) a toilet that seemed sort of lifted off the floor (huh?), 3) a couple new bolts (yay!), 4) a couple ********* with two swimming in a pool of wet caulk (wtf?!), and 5) new caulking but only around about half the toilet and done with gaps and done sloppily as if without a caulking gun (um, no). See photos...What's worse, the final bill came to nearly a whopping $1,200. Meanwhile, online averages for FULL toilet installations including a brand new toilet go up to about $1,000. I left a review on this with them, expecting a response given they have a satisfaction guarantee, but no response. I emailed and then followed up with a voicemail and finally got a response. They said they would come back out and we scheduled an appointment but they were a no-show. I called back and the woman said the manager canceled the appointment but no one called me to discuss or even honor my time sitting home for four hours. Nice! I am requesting a full refund to honor my time and hassle and their satisfaction guarantee given I am highly unsatisfied. Thank you

  

  Business response

  07/24/2023

  Hi *******,

  My name is *********************** and I'm the General Manager with *****'s Plumbing. I would love to discuss this issue with you! As it seems I've had trouble reaching you, please feel free to contact me directly at ************* at your convenience. I look forward to speaking with you.

  Sincerely,

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

  Customer response

  07/24/2023

   
  Complaint: 20347193
  
  I am rejecting this response because:

  I called and spoke with ****. He said that he was the one that cancelled the follow-up appointment and tried to call me when he did so but got no response. I told him I received no calls during the scheduled four-hour window for a follow-up visit nor after I called the office to ask where the tech was. I told him I also received no call after I spoke with their staff about this and she had affirmed I would get a call back immediately. I asked him for proof he called, and he said there doesnt seem to be a way to make me happy if I require proof.
  

  Additionally, he said he could come out now to show me what was done and send pictures taken by his tech. I told him that the pictures would be great and we could do the visit but not if he was just going to give me excuses if he even showed up. He further said that this account/address is flagged and he is uncertain why they came out at all. I said I had no knowledge of that as I had only been helping manage this property for the past year, and I cannot comment on their internal dealings. Further he said that their only job was to stabilize the toilet, not to make it cosmetically pretty afterwards, and that the floor is old and that caulking can shrink as it dries and leave a gap that the tech dont see. He said he wasnt sure why the gap was so large and toilet lifted or why caulking was only done around part of the toilet. He also said that, with a concrete slab toilet, it is customary to leave out the front bolts (rather than replace them) and fill with caulking. I explained that none of this was shared during the visit by *****, and that I have no reason to take their word given what has already happened which seems, by my assessment, to have also taken advantage of the elderly owner on site. Further, I reiterated that their work was very pricey for what was (and wasnt) done. **** said it seemed like the only thing that would satisfy me was a refund. I said that fixing the cosmetic work, offering a guarantee on the functional work and coming back out if it failed within a year, and giving a partial refund would suffice. He said they have a year guarantee but laughed at the idea of coming out to fix it if it failed (so what is the guarantee good for?) and could potentially fix the caulking but that the floor would always be ugly and that it sounded like all I care about is the refund. I reiterated a partial could be negotiated but it sounded like he would only offer $0. He offered nothing else and wished me the best in continuing with BBB to solve this. 

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

  

  Business response

  07/26/2023

  Hi,

  In response to *******'s statement yesterday I would simply say the following:

  We have delivered in providing a solution to the wobbly toilet. Our standard warranty is one year parts and labor.

  We've offered to attempt improving the caulking around the base of the toilet with the understanding that our biggest limiting factor is the age and condition of the flooring/concrete on which it sits.

  Customer response

  07/27/2023

   
  Complaint: 20347193
  
  I am rejecting this response because: They offered no additional insight and merely confirmed what my response wrote that they said. They are standing by their work and blaming inadequacies on a situation never explained prior to the work being done. We are going in circles now. I hope BBB can weigh in.
  
  Sincerely,
  
  *********************************

  

  Business response

  07/28/2023

  We've issued a full refund to the card on file in this matter.

  Customer response

  07/28/2023

   
  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, as they said they will provide a refund to the credit card used to pay for the services. I thank everyone for their time and understanding. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  02/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This business enrolled ** in a monthly service and then did not deliver services as promised. We were promised a free inspection to take place last summer and we were promised that we would be contacted. We were never contacted or given any kind of program updates or information and they just continued to take money from our checking account. We canceled it today and we were still charged $16.25. We expect that to be refunded along with all such fees since summer.

  

  Business response

  02/06/2023

  I'm sorry you didn't just call and ask us about this.  We never schedule our ************ inspections in the summer. We do them January-April.  We sent you a postcard in November reminding you to call and schedule your inspection.   Your attached contract clearly states that it is the responsibility of the ************ member to schedule this inspection, and your wife, *** initialed that she read that requirement.  In addition, as a member you saved over $150 on your initial visit as a club member, as well as a lifetime warranty on your new garbage disposal for as long as you maintained your membership.  

  We won't be refunding any of your membership dues.  We honored our contract that you signed.

  ******

  *****'s Plumbing

*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. ↩