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Consumer Complaints

BBB Accredited Business since 05/27/2009

Massey Plumbing, Inc.

Phone: (704) 522-7242Fax: (704) 228-2355

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Customer Complaints Summary

1 complaint closed with BBB in last 3 years | 0 closed in last 12 months
Complaint TypeTotal Closed Complaints
Problems with Product / Service1
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints1

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (1)
02/25/2015Problems with Product / Service | Read Complaint Details
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Complaint
they came to a house to sweat in a shower valve. two weeks later wall was opened on other side to find valve leaking - won't return calls about issue
xxxxx - owner of massey plumbing came to the house to install a shower valve that needed to be sweat in. I was charged $200 for labor as I provided all the materials needed for the job. It took two hours to complete the job. I was at the time seemingly pleased with the efficiency and workmanship. Two weeks later repairing walls in the adjacent bathroom I noticed there was a pretty severe leak coming from the shower valve. I called massey plumbing tuesday 2/10 @ 1:53pm and spoke with someone for 1 minute about the issue and was told I would receive a return call. I did not hear back that day. I called massey plumbing again on Wednesday @ 10:06 am and again was told I would receive a call back from the service manager who was on another call and would call me back ASAP. I never heard back - it is now February 14th @ 8:03pm and I still haven't heard back . I have since had to hire another plumber at the rate of $200 to comeout and repair the work that Massey plumbing refused to address. I have phone records for all calls made and had someone with me at the times of the conversations to verify that I left my name and number expecting a return call to have someone from massey plumbing return to the home to repair the work they did poorly. Original payment was made over the phone with my debit card - I still have the original invoice for the labor.

Desired Settlement
I would at least like my money back since I had to have someone else come out and repair the poor work at the same rate I was charged to have the poor work done in the first place. I'm extremely upset that both the plumbing almost instantly leaked as well as the customer service has been non existent for a company that is A+ rated with the BBB. I hope that I can get this matter resolved ASAP since I still have no idea if anyone is even aware of the issues after my repeated calls

Business Response
It appears to us that Mr.xxxxx is remodeling a friend's home with no permits, liscense, or insurance. We did install a shower valve which would be considered a repair. When we completed the install, the water was on and there were no leaks. 2 weeks later, the customer reported a line leaking after he tore out another wall. We tried to contact Mr. xxxxx unsucessfully. When we finally were able to contact him, he told us he had already repaired the leak. At this point, we could not determine the cause of the leak. We do not feel the need to refund all of the cost, but are willing to discuss some type of refund with Mr.xxxxx. We do not think this is a normal way to settle complaints.
During the 2 weeks before Mr. xxxxx reported the leak, people were living in the home and we find it odd that they did not notice a leak. This kind of leak would have shown up in 2 days.

Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
Walls we immediately installed the leak came from the valve once the shower was being used in the other bathroom it was leaking. Apparently the leak was only when the valve was sending water to the the shower stem. I was not contacted until Wednesday february 18th after I filed this complaint for not receiving service or a response. Permits, license and insurance aren't the subject of the complaint. The only reason why anyone attempted to contact me appears to be me filing this complaint. The person who called was unprofessional and tried to blame it on a new person in the office. Attacking me for remodeling a home has nothing to do with a leak coming from the valve that was sweat in.

Final Business Response
To resolve this issue, we will be willing to refund the customer his money.

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Plumbers, Plumbing Drains & Sewer Cleaning

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BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

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