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BBB Accredited Business since 02/17/2014

Watermark Plumbing

Phone: (469) 688-3724Fax: (972) 394-0906

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BBB began including the text of consumer complaints and business responses in BBB Business Reviews on 07/01/2013 for complaints filed on 01/01/2013 and thereafter. This includes all complaints that meet our reporting guidelines and that are filed electronically. We also report on the resolution of the complaint, as determined by BBB.

Customer Complaints Summary

1 complaint closed with BBB in last 3 years | 1 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)BBB Closure Definitions
02/19/2015Problems with Product / Service | Read Complaint Details
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Complaint
Company charge for incorrect diagnose for a link in my shower. The diagnose is incorrect according to another plumber.
The watermark plumbing ***** ** ****** **** ***** **** Carrollton Tx XXXXX) was contacted 10/28/14 by me to come out and diagnose a water link in my shower. After the diagnose I was informed that my shower pan needed to be replaced. The price for the service charge was $280.00 total paid with Visa debit card, ($39.00 service fee). Invoice XXXXX The price I was told to repair the shower pan was total cost $2,001.14 I called another plumbing for a second opinion. The problem was a different diagnose (link around the bench in the shower, just needed resealed) price to repair $300.00. I called watermark plumbing and spoke with **** ************) the manager/owner and informed his of his company misdiagnose, and informed him that I think I should be refunded my money back minus the $39.00 service charge. He ask for a copy of the receipt of the other plumber and his diagnose. And he was provided with that information (copy of receipt). And his respond back was, he did not accept the information that was provided because the plumber was not a Texas license plumber. My response was that his Texas license plumber misdiagnose the problem. And my question was to him, why does he have to be a Teas license plumber? I had just moved to this resident for about three weeks ago when the problem occurred. And I called the inspector that inspected the house and he said the problem was not the shower pan because it would have showed up at the time of inspection. I fill like I was taken advantage of by this company.

Desired Settlement
The total charged for the watermark plumber was a total of $280.00 and I am requesting a refund of $241.00 which is minus the $39.00 for the service fee.

Business Response
We received a call from ****** with *** Inspections stating that he had a client that needed a test done on a shower pan to determine if it was leaking or not. When we arrived we were asked to determine why there was water appearing outside between the brick and slab. Our licensed plumber advised the customer of the charges for the test ahead of time and gave her the option to accept or decline service. She accepted the charges and asked us to perform the test. The Plumber performed a shower pan test that is standard for our industry and required by state law when shower pans are replaced. This is a test that cannot produce a false leak. After stopping up the drain with a test ball and filling the shower base to just below the threshold, the Plumber marked the water level. The Plumber noted that within 15 minutes the water level was dropping and that water was flowing outside between the brick and slab.

The test was conclusive for a shower pan leak. While there might have been some leaking from the top of the shower bench previously, that is not the source of the water pouring out of the brick. We never poured water over that area and were able to see the water leaking out. The customer stated that, "I know all the procedure that your licensed plumber preformed because I was there every step of the way and asking questions and saw everything." So the customer knows that the water pouring out actually happened and that it was not fabricated. It is impossible to have the water show up outside like that unless there is a leak.

The customer is asking us to give her a refund for services we performed. She did not hire us to fix the leak, only to test for a leak, which we did. The licensed plumber that came out to her home has over 10 years' experience in the plumbing industry. He has the expertise, knowledge and licensing to back up his findings as well as the pictures we took of the result.

As a company we have done what we were asked to do. We stand behind our Plumber and stand behind his findings.

When she did not like the estimate to fix the issue properly and after she found a non-licensed person to fix her bench is when she decided that she was not happy. The receipt she sent me is from a tile installer. As a Master Plumber and as a courtesy to our customer, I would advise her against taking the word of the tile installer that she hired to fix the shower pan leak. When I spoke to him on the phone, he said he did not replace the shower pan. Until her shower pan is replaced properly, her home is not protected from the water damage your leaking shower pan can cause.

To this day the customer has not provided anything, form a licensed plumber or plumbing company that contradicts our findings.

I am willing to come back out and re-perform the shower pan test. If there is no leak and I am convinced that you did not have the shower pan replaced I will refund your money. If there is still a shower pan leak then the customer will be responsible for paying for the test again. That is a fair compromise.


Consumer Response
I called the inspector (the inspector that inspected my house) that you spoke with and asked him to help me find a plumber with a camera. He called a friend of his and got your plumbing company and spoke with you personally. After speaking with you, he called me, to tell me to call your company, which I did. Speaking with your company I was advised that there was two different charges regarding service call fees ($39 & $99) (which the inspector had already told me about the two different service call fees before I called your company). The two different fees was regarding first appoint or last appointment for that day. I choose to get the $39 service call fee appointment. When the plumber arrived, I asked him about the camera. And he said he was going to do other tests first before the camera (which he did). And then he said he was going to do the camera and was not going to charge me the fee for the camera. And I said okay and thank you. When He finished and told me the total of the bill ($280), I was shocked and asked him why so much. Because if I am getting a $39 service call fee and not being charged for the camera, I did not know why the bill was as much as it was?

I know the water was running out of the brick and slab where the shower is located, that was my reason of me calling your company. I do not dispute that, I dispute it was not the shower pan. And yes, I did state I saw the plumber doing some of the tests when he first arrived and was checking things out. But, I did not stay there the entire time because I let him do his work. But the water did not start running out of the outside by him just filling the hole. The shower was turned on and water was running and going other places in side the shower as well other then the shower hole. I have pictures of the before problem and the after as well that is now fixed without the shower pan been replaced. There is not water leaking from my property no where. As far as **** stating I decided not to get the shower pan fixed after I saw the estimated bill to fix the shower pan is not true, he is truly fabricating. I would have had the shower pan fixed if that would have been the problem.

The plumber that fixed my leak, spoke with you, and told you, it was not the shower pan and he explain to you what the problem was and what all he did to fix the problem. The plumber that I called, yes he is a tile expertise, because my shower is all tile. **** was provided with the plumber name and number, and a bill (and he spoke with him). So, the statement he made about me not giving him the information he ask for is not true, he was provided with what he asked for, just not with a licensed plumber. **** is going back and forth regarding something that never was, and he is not willing to admit that his licensed plumber misdiagnosed the problem and I was charged $241 for something that did not exist and is not willing to refund me $241.

I am willing to let his company come back out to check the status regarding the above complaint. I am not willing to pay no more money then I already have regarding this matter because this is the purpose of the complaint (over charged and misdiagnosed).

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As a matter of policy, BBB does not endorse any product, service or business.

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.

BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.