ComplaintsforIntegrity Plumbing, Inc.

• Initial Complaint

  03/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  see attached

  return 427.50 

  

  Business response

  03/26/2024

  To Whom It May Concern:
  
  Please find this letter as our response to your open complaint by *** *******.  We have attached notes and a detailed description as to what each of the notes mean.  We feel we have been very thorough and explanatory in our response, but should you have any questions please feel free to reach out to us.
  
  1. Spoke with ******* 4:30pm 1/17 Sent plumber out same day (Attached is time stamp for Job creation and Invoice Payment)
  2. Completion Notes from invoice say: 2 broken lines, one behind the tub and one behind downstairs basement toilet, both repaired. (Attached is invoice for first visit #******
  3. *** tried to negotiate the price to $100.00 cash, we gave him every discount he qualified for since we understand the circumstances of a disabled senior being on a budget but told him we cannot give discount for cash jobs. When asked how he’d like to pay the rest, he asked us to mail him a ****. We told him unfortunately payment is due upon receipt. He said we don’t have any trust and reluctantly paid with a card. (Original Invoice is attached)
  4. We have a one-year workmanship warranty that we honored.
  5* ***** cannot remember if he left items behind or not due to the amount of time that has passed.  He did note that the area was already cluttered with miscellaneous items so it would have been easy for him to leave work materials behind as they would not have stood out amongst everything else in the work area that was already existing.  He also stated that the only reason he would have left materials behind from the demo is it is helpful in the case of an insurance claim so the adjuster can confirm the damage and see the new work that replaced the damaged area. *** called Saylor and estimate was created 2/7/24 for an on-site visit on 2/9/24 window of 12p-2p. (Timestamp for creation of estimate is attached and date of on-site visit)
  6. *** requested **** send him a mailed estimate. **** explained we typically email since it comes to the owner faster, they can approve the work electronically, and get scheduled right away. *** still wanted it mailed. If it was emailed, I would have exact timestamps of when the estimate was sent but since it was mailed I can only say it was the week of 2/12/24-2/16/24.
  7. The original estimate, #4313, was $1,371.00 which included replacing owner supplied fixtures: tub faucet, 2 lav faucets, and 1 toilet. *** called 2/27/24 at 4:30p to tell me someone at the office must have messed up since he just got the estimate in the mail. I told him we typically email estimates since the mail could be slow. He claimed he’s been waiting since 1/17/24 for us to fix his plumbing issues and “what kind of operations are we running”. I told him the original call was for frozen pipes which we repaired the same day. He also said he tried to find a tub faucet at big box stores but could not find what he needed, I recommended he go to ******** or ****** showroom, and someone could help him pick out what he needed since they specialize in fixtures. He said he is too disabled to make that trip. He wants the tech to try to repair it and if he can’t repair it, take the tub faucet off, find a match, and then replace it. He asked if I thought replacing the rubber gasket could fix the tub faucet only producing cold water. I told him I don’t know, but I will let the plumber know he thinks that may be the problem. When we bid for replacing owner supplied fixtures, we do not get information on the fixtures at time of estimate. Every brand has its own repair parts and older models are hard to find parts for. A simple replacement estimate does not cover the time to diagnose, research, find parts, and repairing a fixture, so I told him this would have to be done as time and material. He also said he wanted to start with changing the toilet and fixing the tub since he wasn’t sure the faucets would be ready.  I told him ****’s next available was 3/12/24 since he is on vacation starting 3/1/24. He said it was ridiculous, he has been waiting a long time. I told him I don’t have a tech available for such a large job on short notice and if anything opened up, I would call him right away.  He scheduled for 3/12/24 since I was in the car, I did not create the job until 2/28/24 when I was back in the office. 3/11/24 Time opened up with ****, so I called *** and offered him the appointment. (Attached is Screenshot of ***** call, ****s schedule for February-March to show his vacation dates, notes with time stamps showing changes *** wanted to make to scope of work, and time stamps for creation of job, original estimate, and ****’s update of On Site and job Started on job)
  8. I never said this, **** still had appointments after his vacation, his first available was 3/12/24.
  9. *** had asked to be moved up, if possible, I told him I would give him a call if anyone was available and told him on 3/11/24 I had a tech with a cancellation and could fit you in.
  10. **** does say they didn’t knock, ***** says slamming the door was an accident. The door was lighter than he expected, he apologized. It was definitely rude but not intentional. The quote from *** is close but not accurate as there were many more curse words than he claims.
  11. The techs were not upset about the work but about *** standing in the bathroom with them smoking cigarette after cigarette, it makes it difficult to work when you can’t breathe.
  12. **** told *** that he would try to find the part in town at the supply house but if not, they would have to order it. Since it was an old tub faucet, we could only find it online. We were waiting for the part to come in when *** called again. (Attached is receipt for cartridge order receipt with timestamp)
  13. *** called 3/15/24 5:05p. I answered, and he asked who this is, I said *******, he asked me if I was driving, I said no. He said good so you can listen to me. He asked me repeatedly what the name of my company is, I said Integrity. He told me my company doesn’t have any integrity and I (personally) don’t have any integrity, and he wants to speak to someone who has integrity. I tried to ask if he was unsatisfied with the work or what was going on, he kept interrupting me to tell me he wanted to talk to someone with integrity, he told me not to call him unless it’s someone with integrity. Since this was after hours, I did not have anyone else available to speak to him. He hung up on me. I tried to call the tech that went out and see if he knew why *** was yelling at me, but **** was off work. I tried to call *** back at 5:05p but there was no answer. *** called back at 5:06p. I answered and asked if he could explain what was going on. He again told me I have no integrity and I am giving him the run around and how dare I take advantage of a disabled man, he said he wanted to talk to someone higher than me but when I would be trying to tell him it was after hours, I don’t have anyone else here, he would interrupt me every time. And then he hung up on me again. He called back at 5:08p. And continued to say he wanted to talk to someone else and he said he’s been waiting since January for us to do our jobs, I started telling him the timeline of his appointments according to our record and he told me to shut up. At this point I said *** I don’t think we are the plumbers for you, we will invoice the work that has been done and we can part ways. He continued to yell at me and say we are going to finish this job. I told *** we are not. We have a no tolerance policy for customers abusing our employees. We treat our customers with respect, and we expect the same in return. Tony was notified about this situation that same evening and so was the Director of Operation *** ******* As management, they evaluated that despite the efforts of our technicians and office staff, nothing was going to satisfy **** (Attached are screenshots of ***** calls.)
  14. *** was only ****ed for the work completed, as you can see compared to the estimate. We did not charge for the additional techs that were there. They were sent to help if they were needed but we do not **** customers simply because the tech is on site. We did not charge for the time to diagnose the tub faucet or the time to find the part. The downstairs lav vanity (cabinet) was not yet installed so we could not complete the plumbing for this part of the estimate. (Attached is final invoice and certified return receipt)
  15. This letter is the first we have heard about his pipes burping.
  16. *** expressed he was on a budget, so we gave him both a senior and military discount. We came out the same day for a frozen pipe because we understand the urgency of this type of repair. We waived the after-hours fee, even though we paid our plumber after hours rate because we are not in the business of taking advantage of people. We did not charge for the time it takes to take a tub faucet apart and diagnose the issue or check the supply house for the part because we want to be as fair as possible in this situation. We have a history of doing work for deep discounts, payment plans, and even free of charge for senior, disabled, or other customers in difficult positions. We understand it’s difficult to start a project with one company and continue it with another, but I stand by the fact that every employee that has interacted with *** has done so with honesty, transparency, and integrity.

  Sincerely,

  ******* *************, Customer Service Manager

  **** ******, Owner

*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. ↩