Complaintsfor535 Plumbing LLC

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My mother has Alzheimers. I noticed bother her shower faucets and toilet was slightly leaking. I called 535 plumbing to fix it. They came and said the job was complete. When I came home the shower faucets were installed incorrectly. Turning it to cold actually makes it hot. I called to report it but they initially told me the water in the building had to be turned off again to fix it so it couldnt be fixed until the following week. Because of my moms condition, she was not able to use her showers at all because I feared she would burn herself. The following week I called and spoke to a supervisor who now said the water does not need to be shut off and they would get someone there immediately to rectify the problem. I gave them 24 hours but I received no call to schedule an appointment. During this time, I noticed the small leak in the toilet was now 10x worse and was now a river gushing out the bottom. I called the same supervisor, told him of all three issues, told him I dont want them back in her house but demanded a refund. He said ok so I dropped it. It has now been a week and I havent received anything. Also, the new plumber I found said the initial plumber screwed a bolt in so tight that it cracked and destroyed the entire toilet. At a minimum, I want my mom reimbursed but I also think they should pay for her toilet since they broke it

  Business response

  04/02/2024

  Customer agreed via phone call to send us the bill from the other plumber for us to take care of.

• Initial Complaint

  04/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 3/21/23, I called 535 Plumbing as ********************* was not heating the water in the tank. I also wanted to schedule a tune-up, as ********************* was last tuned-up more than 5 years ago and as ************* was offering a $200 rebate. Thus, I scheduled an appointment for diagnostic/tune-up services on 3/25/23. Two technicians arrived on 3/25/23. I explained the problem that my water tank was not being heated by the solar panels, and also that ********************* needed a tune-up. The technicians performed a diagnostic/assessment and identified the pump was inoperable. I asked if they would be submitting the rebate application to ************* after the tune-up was completed and they confirmed that they would do whatever was needed to secure the rebate. I also shared the ****** Energy Solar Water Heater Tune-Up flyer with the technicians. This flyer included a tune-up checklist. One technician called the parts company and confirmed that the pump was available. The other technician gave me a price estimate of $941.36 that included the pump replacement and tune-up. I agreed to this cost for these services. Then one technician left to pick up the pump while the other technician performed the tune-up, including flushing the tank and assessment of the anode rod, and removal of the inoperable pump. The pump was replaced, the tune-up completed and the technicians left. Later that afternoon, the invoice with description of services was emailed to me. This invoice did not list the tune-up. Thus, I requested a revised invoice with the tune-up service and also an acknowledgement that the company would submit the rebate application to *************. The company has since taken the position that a tune-up was never performed and the amount charged was solely for the changing of the pump.

  Business response

  05/01/2023

  When the customer initially booked this job with us, it was clearly stated that the tune-up was not included in the services that were to be performed that day.  The technicians did not perform a ************* tune-up for the customer.  They changed out a circulating pump and we only charged to change that out.  We responded to the customer on 4/10/23 stating this, and if we could go back to perform the tune-up and charge accordingly.  We have not heard back from the customer until this complaint was filed.  We can go back to perform the full tune-up checklist, which includes more steps than what the customer listed on his complaint. See attached for our email correspondence with the Customer.

  Customer response

  05/02/2023

   
  Complaint: 19925425
  
  I am rejecting the business' response because it does not include representations made by the technicians on site.  To reiterate, during my initial contact with the business, I had requested a tune-up to be performed together with the pump assessment/replacement. The business contends that it was clearly stated that the tune-up was not included.  But when the cost to perform these services were first communicated to me on site (i.e. the first time a cost was affixed to the performance of these services), I approved the services to proceed because the technicians (on site) specified that it would include the tune-up services.  I would not have approved a $941 charge to solely change the pump.  I am requesting the business to please provide where it was clearly stated that the tune-up was not included and also to obtain a statement directly from the technicians to see if they communicated to me that the tune-up was included in the proposed cost.

  I do not see (in the attachment email) a direct response from either technician representing what they communicated to me on site in connection with the detail of services that were to be included in the proposed cost.  Effectively, the business appears to be unfairly basing their decision solely on the perspectives of office personnel, and without regard to representations made by their technicians on site. Please obtain a direct statement from the technicians as to what was represented to me.   

  Sincerely,
  

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

  Business response

  06/01/2023

  Flushed and serviced solar water heater. Upon testing circ-pump, found that impeller was not spinning.
  Then replaced Taco 006 pump. Restored water and purged air from all lines. 
  
  When the customer initially booked this job with **, it was clearly stated that the tune-up was not included in the services that were to be performed that day.  The technicians did not perform a ************* tune-up for the customer.  They changed out a circulating pump and we only charged to change that out.  We responded to the customer on 4/10/23 stating this, and if we could go back to perform the tune-up and charge accordingly.  We have not heard back from the customer until this complaint was filed.  We can go back to perform the full tune-up checklist, which includes more steps than what the customer listed on his complaint. See attached for our email correspondence with the Customer.
  
  
  
  
  ***************
  **********************
  

  
  

  Customer response

  06/08/2023

   
  Complaint: 19925425
  
  I am rejecting this response because it solely recognizes the discussion of services at initial booking and totally excludes representations made by the technicians while on site.  To reiterate, during my initial contact with the business, I had requested a tune-up to be performed together with the pump assessment/replacement. The business contends that it was clearly stated that the tune-up was not included.   Since these statements are contradictory, I am requesting that the business obtain statements from the technicians who were on-site concerning the tune-up.  Furthermore, when the cost to perform these services were first communicated to me on site by the technicians, I approved the services to proceed because the technicians specified that it would include the tune-up services.  I would not have approved a $941 charge to solely change the pump.  I am requesting the business to provide where it was stated that the tune-up was not included and also to obtain a statement directly from the technicians concerning whether they communicated to me that the tune-up was included in the proposed cost.
  I do not see (in email attachment from business) a direct response from either of the two technicians representing what they communicated to me on site in connection with the detail of services that were to be included in the proposed cost.  Effectively, the business appears to be unfairly basing their decision solely on the perspectives of office personnel, and without regard to representations made by their technicians on site. Please obtain a direct statement from the technicians as to what was represented to me
  Moreover, my discussion with technicians on-site also included an explicit review of the ************* tune-up checklist which I printed from the ************* website.  A technician reviewed the checklist and acknowledged that the tune-up will be included.  He also performed an analysis of the anode rod and provided an update on its status (which was a line item on the checklist).  He also represented that the business would assist in securing the rebate from *************.  Nonetheless, as the business continues to repeat the same position again and again, totally excluding presentations by the technicians, arbitration is probably a good idea at this point.

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

• Initial Complaint

  12/11/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In mid October 2020, I had a gas pipe leak. I called 535 Plumbing asking for an estimate of repair cost. The receptionist indicated that she would be unable to give me an estimate. A technician would need to come out, on site, in order to give me an estimate. The reception made it clear that I could declined service if I felt the estimate was out of my price range and never stated an associated "service charge" for providing an estimate. When the two technicians arrived at my house, they stated a need to go to their supplier to get a proper size pipe. Approximately one hour later the technician called me with the cost. The cost of the pipe was over $600 and the cost of the labor was over $300. I told him that his price was out of my price range for this job. I subsequently called **** ******* and they completed the job on site for $375.07. Over the next two - three months, 535 Plumbing repeatedly called me seeking money from me. Originally their phone calls indicated they had actually completed the job and wanted payment for a completed job. At least three times, I let them know that they did not do any work. At this point, they changed their charge claim from a completed job charge to a "service charge" for coming out to my house and providing an estimate. Today I received in the mail, 14 months after the fact, a letter from their attorney threatening to file a lawsuit against me if I did not pay. Their bully tactics are reprehensible. Enclosed in the attorney letter was an invoice with contract-like "Terms and Conditions" that I have only now seen for the first time. There is a line on this invoice/"Terms & Conditions" document for the "customer signature." Of course my signature is lacking because I have never seen this document before. See uploaded documents. I request 535 Plumbing to stop harassing me with baseless claims and to stop bullying me into paying them money that I do not owe!

  Business response

  12/24/2021

  Mr. ****,
  
  
  Thank you for taking the time to write this response and for bringing this to our attention.  There was a misunderstanding on our end and we truly apologize for any inconvenience this has caused you.  We will be looking into improving our processes so that this does not happen again.  The invoice has been waived.  We appreciate your time and please let us know if there is anything else our team can do to improve the customer experience.  

  Customer response

  12/24/2021

  
  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.
  
  Sincerely,
  
  ******* ****

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