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BBB Accredited Business sinceAdditional Locations
Phone: (808) 487-7771 Fax: (808) 487-7771 1314 S King St Ste 855, Honolulu, HI 96814
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This company offers full scale plumbing installation and repair services.
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A BBB Accredited Business since
BBB has determined that Rayco Plumbing meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for Rayco Plumbing include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 1 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||0|
|Total Closed Complaints||1|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||3|
Licensing, Bonding or Registration
This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.
These agencies may include:
State of Hawaii Department of Taxation
PO Box 1425, Honolulu HI 96806
Phone Number: (808) 587-4242
The number is W20196824-01.
DCCA Consumer Resource Center
235 S. Beretania Street, 8th & 9th Floors, Honolulu HI 96813
Phone Number: (808) 587-4272
The number is C27219.
Type of Entity
Business ManagementMr. Gary R. Vogt, CEO
Plumbers Plumbing Drains & Sewer Cleaning
Alternate Business NamesIsland Rooter & Plumbing, Inc.
Industry TipsHOW TO CHOOSE A PLUMBING COMPANY
Customer Review Rating plus BBB Rating Summary
BBB Customer Review Rating plus BBB Rating Overview
1314 S King St Ste 855
Honolulu, HI 96814 Directions
PO Box 894441
Mililani, HI 96789 (808) 487-7771
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Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Read Complaint Details
Complaint: Rayco failed to honor their online coupon for $125.00 even though ****, the owner, agreed to do so while scheduling the service call on the phone. I sent Rayco an email on Sunday evening 2/10 (copy below). I called them the next morning and spoke to ****. Before committing to a service call, I clearly described what I needed in writing via email sent through his website and over the phone. **** said he was reading the email just when I called. I verbally described what is in the email below. We scheduled a time for the call between 12 and 2 and he said he would honor the coupon. His plumber came, diagnosed the problem, charged $125.00 and told me that the coupon did not apply because that was for a different type of inspection. He did not do any repairs. Please also look on their website because it is designed to give you the impression that the coupon applies to the leak inspection. Additionally, **** became very annoyed with me when I called him to question why he would not honor the coupon. He threatened to place a mechanic's lien on my property if I didn't pay and told me that he wanted to sever doing business with me. He became impatient and annoyed when I asked him questions about the work and mentioned a concern I had about how is plumber was communicating information. Lastly, he had committed to a timeframe between 12 and 2 and told me that 2 pm was the latest he could do a service call. I had to coordinate this with the contractor working in the apartment below who had a representative standing by to wait. **** said he would call the contractor and coordinate the scheduling He never had time to do so. At 1:30 they still didn't show so I called to find out what happened and **** said his plumber was running late. This caused conflict with the contractor who gave me a hard time because the person he had waiting was going to leave. I expressed the concern to ****. **** was angry with me because he felt that I pressured him and told him to call the contractor. (The plumber did arrive just in time and the rep let us in.) Below, please find the correspondence submitted to Rayco via the contact section of their website. Additionally, if you need anything else, please let me know Hello, My name is **** *** ********. I found you on the BBB website and am glad to see that you have a good reputation with them. I own a condo at the *********** in Waikiki (******************). The owner of the condo beneath me is renovating their bathroom. Their contractor called me today and believes that the bathroom drain from my tub is leaking. Their wall is open right now, so it probably wouldn't be too difficult to assess where the leak is coming from. Can you come by tomorrow afternoon to verify whether the leak is coming from my unit or is coming from the vertical pipes or from another unit? I would appreciate an honest assessment. If the leak is coming from the vertical pipes, the condo association is responsible for the repair, as you probably already know. If it is in fact coming from my drain, I am responsible. Please also let me know how you bill to investigate the leak and what you would charge to fix the leak. I just downloaded the online coupon for the free plumbing inspection. Thank you for your attention to this inquiry. Sincerely, **** *** ******** (808) ********
Desired Settlement: I am seeking a full refund in the amount of $130.89 paid today 2/11/13 with a MasterCard.
Business Response: Business' Initial Response /* (1000, 9, 2013/03/05) */ From: ***********************.com (mailto:***********************.com) Sent: Tuesday, March 05, 2013 12:42 PM To: ************* Subject: Case #******** Hi ****, Thank you for your time today. As I mentioned on the phone, we had a customer that requested leak detection service but downloaded a free home inspection coupon. Ms. **** *** ******** tried to redeem this coupon upon completion of plumbing leak detection and investigation. We were successful in finding the leak with no dispute. The buildings manager was impressed and satisfied with our findings. Ms. ******** presented the coupon to our plumber. He tried to explain the difference between the two but she became very upset. In his efforts to satisfy the customer, our plumber gave her a nice discount. We were under the impression that she understood her charges that are in fact very reasonable. Thank You, **** **** Consumer's Final Response /* (3000, 11, 2013/03/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dear Mr. ********, Thank you for attempting to resolve this matter. Mr. **** He knew exactly why he has coming to my home and said he would honor the coupon. As mentioned in my prior correspondence, I sent him an email the night before indicating that I needed to find a leak. Mr. **** never explained that the coupon would not be for the leak inspection. This was a bait and switch. Since I'm the one who hired Rayco, and not the building manager, their responsibility was to provide me with respectful satisfactory service. That did not happen. Mr. ****'s comments about the building manager being satisfied and impressed are pure conjecture. Perhaps he can provide written documentation of how impressed the building manager was with him? Moreover, the building manager is not a licensed plumber and does not even have the skill set to evaluate the "findings". How impressed would one expect someone to be when you've told them that a gasket needed to be replaced? After being threatened with a mechanic's lien, I paid Rayco $130.89 and was told by Rayco's plumber that this amount would be deducted from the bill for the actual repair. The plumber and I scheduled a time to do the repair later that week. However, Mr. **** indicated that he would not have a plumber return to do any repairs after he became frustrated with my questions about the plumbing and the coupon. In view of the fact that the coupon wasn't honored and the amount paid could not be applied against the repair because Mr. **** would not have a plumber return to do the work, a full refund is the least Rayco could do resolve this matter. Thank you again for your kind assistance with this complaint. Sincerely, **** *** ******** Business' Final Response /* (1000, 15, 2013/04/01) */ -----Original Message----- From: **** **** (mailto:***********************.com) Sent: Monday, April 01, 2013 11:32 AM To: ************* Subject: Case # ******** Dear Mr. ******** We feel bad that Ms. *** ******** is not satisfied with what's transpired. We now, understand that she was expecting free Leak detection plumbing service. However, we tried to compensate her with a discount. We did find her plumbing problem as promised. Although this is the first time that we have ever had a coupon discrepancy, we've decided to remove it from our website. We hope that the discount we gave her, our explanation of the coupon and the fact that the leak detection was accurate, will bring this matter to a fair understanding. Sincerely, **** R. ****, Owner *******************