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Metropolitan New York, Long Island, and the Mid-Hudson Region

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Williamsburg Plumbing Kitchen & Bath Supplies

Phone: (718) 596-1500 Fax: (718) 596-0940 485 Flushing Avenue, Brooklyn, NY 11205 http://www.williamsburgplumbinginc.com View Additional Web Addresses

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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Williamsburg Plumbing Kitchen & Bath Supplies 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 16 factors. Get the details about the factors considered.

Factors that raised the rating for Williamsburg Plumbing Kitchen & Bath Supplies 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.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

1 complaint closed with BBB in last 3 years | 0 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 0
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 1
Total Closed Complaints 1

Additional Information

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BBB file opened: May 04, 2004 Business started: 08/08/1998 in NY Business incorporated: 01/01/1999 in NY
Type of Entity

Corporation

Business Management
Mr. Moishe Katz, President
Contact Information
Principal: Mr. Moishe Katz, President
Business Category

PLUMBING FIXTURES, PARTS, SUPPLIES-RETAIL

Alternate Business Names
Supreme Kitchen & Bath

Additional Locations

  • 485 Flushing Avenue

    Brooklyn, NY 11205

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Complaint Detail(s)

4/26/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On January **, 2013 I purchase for Williamsburg Plumbing aka Supreme Kitchens and Bath, an expensive Kohler Touchless Faucet. Later in the day I received a very nice email explaining that the product had been backordered and to expect it in approximately 3-4 weeks, to which I replied, that it would be fine. On February *, 2013, I received an email stating that the item had been shipped, I received it the same day. Our plumber was out on a family emergency and returned to work on February **, 2013. On Tuesday, February **** he tried to install it, he tested it and it didn't work. I made a telephone call to Williamsburg Plumbing on Wednesday February **, 2013 requesting an exchange. I spoke with ***** ****, she advised me that I needed to contact Kohler for warranty repair or replacement, I was a bit confused as I had read their Return/Exchange Policies on their website both before and after I purchased this item. It states in pertinent part ..."In the case where and item was received defective or not as ordered, we will replace it at our shipping costs..." No where on their website does it state that if I purchase a defective Kohler faucet, that I would have to contact Kohler directly. I was a bit confused. However, I placed a call to Kohler and explianed the situation to them, they said that I would have to contact the vendor where I purchased the product for an exchange. At this point I had wasted enough time so I contacted our plumber to call Williamsburg Plumbing back, he was told the same thing as I was, that he would have to contact Kohler himself, therefore he placed another call to Kohler, they kindly agreed to send a "Solenoid Kit" for the faucet, however, our plumber kept telling them that he didn't want a kit to repair a brand new faucet, he wanted an exchange. Frustrated he finally agreed to accept the part from Kohler. When the supervisor came in that morning he said we needed to exchang the faucet, not try to repair it as it would void the warranty. So the plumber, **** *****, tried to call the vendor back and have them contact Kohler in a three way call, somehow they were disconnected. I emailed the vendor asking them to do the right thing and exchange the faucet, and asked them to honor their own policies. A couple of hours I received an emeil from the vendor stating that she had called Kohler and had given them our plumbers name and that they [Kohler} was going to send the "kit" and that a resolution had been made. I emailed them back and tried to explain to her again that there was not a resolution, that we had paid $350.00 for a new faucet and that we were not willing to void a warranty by repairing a brand new faucet. I also asked her again to exchange the faucet and to please honor their policies. The following day, Feburary **, 2013, she once again emailed me advising me that she had again contacted Kohler, and that the solenoid kit would resolve our issue, I respoded to her yet again asking her to replace the item, that this had been going on now for 2 days, she responded by stating that we did not have a power supply, which we do in fact have, it is the factory [Kohler} power supply that was designed for the same model faucet. Once again she emailed me stating that "the unit has to be connected to a power supply in order for it to work." I responded back stating again that we DO have a Kohler Power Supply and that it was in fact plugged into an outlet. She responded again asking what was wrong with it? I responded to her that "water will not come out when you place your hand in front of the sensor, it will light up but will not work" She responded "I contacted Kohler - the warranty issuer- and they told me that according to what you stated to them, the solenoid kit will correct the problem you have. You have to wait till you get it and try it with that." This was the last communication, I felt it would be pointless to try and reason with he any further. According to Williansburg Plumbing's website policies http************************************************************** this faucet needs to be replaced or the monies refunded. Thank you, ***** ******* ****** ********* of ***** *****, Inc. **** **** *** ***** ****** ** ***** ###-###-#### ****

Desired Settlement: Refund Credit Card or replace defective item.

Business Response:

Following is my answer to the complaint:
On 2-**-2013 the customer called with a complaint that they installed the faucet and it's not working. I asked her if the faucet arrived damaged, and she told me that not. It arrived intact, and she simply told me that it doesn’t work right. I asked her if she read all the specs and installed it according to the specs, and she said she has no knowledge about that, her plumber installed it.  So I told her if she wants to find out if it was installed correctly, then she can call the manufacturer. She was not too happy about it, and hung up the phone with a mad exclamation.
A while later that day, her plumber called me, with the same issue, that the faucet isn't working. I asked him too if the faucet arrived intact, and in a sealed Kohler box, and he said it did. I asked him what the problem is, so he said that it’s installed and is not working. I asked if he understands that she only bought the spout of the faucet, and not the complete set with all the parts necessary for installation, and he said that she has a previous owned same faucet, and is replacing it with this new one, and is using the other needed parts from that old one. So I told him that our return policy (which is also stated on our website) is only for items that arrived damaged, and are uninstalled. If you receive an item damaged then we'll take care of the matter, but this didn’t arrive damaged. But I was still willing to try to help him. I told him that Kohler is very good at standing behind their products, and they include a warranty along with every faucet, and if it was defective, they would handle the issue and they would be able to figure out what the problem is.  I told him that I can call Kohler while he's on the phone, and he can hear what I ask them, and their answer. He agreed.
I put him on hold to call Kohler from another line, and when I had Kohler on the line, I connected back to him, but he hung up. I then continued talking to Kohler, and asked them just a general question about a faucet that seems to be defective upon installation, and they told me that they have to determine what the problem is with the faucet, because if it's parts that are defective then they can replace those parts, and if the whole faucet is defective, then they'd have to handle it differently.


By that time, I had received an email from the customer regarding the issue, so I replied back to her asking her to explain what the problem is with the faucet, because she keeps on saying it’s defective, but she’s not telling me what the problem is. I didn't get a response to that email, just a phone call, where the customer explained again that the faucet is defective, and that she doesn't want to hear about Kohler resolving the issue, because she bought it from us, and we should replace it or refund it. I again told her about our policy, and that since the faucet is already installed, we cannot determine who and where the faucet got damaged. It’s an electronic faucet, very delicate, with computerized parts, and if you don’t install it correctly with the correct power supply, etc, it can get damaged.


The customer also told me that she has 4 of such faucet, and one of them became faulty, therefore she bought one to replace it. She didn’t buy the additional parts needed, because she already has them.

I called Kohler again, since I already heard now what the defect is. I told Kohler what the problem is, and they asked me what the customer’s name and telephone #. When I gave it to them, they told me that they already have a case open for this same customer for this same faucet, since the customer already called them, and it so happened that the customer called them, before I got  called me at all. They told me that it's noted on the case that the customer told them that she didn’t buy a power supply with which this faucet should be able to work (it's an electronic faucet). From the customer I understood that she tried using an old one, which could of burned out the solenoid of the new faucet. So Kohler offered her that even it might not be under the warranty, because they didn’t use the right power supply, they will still as a courtesy give her for free a new solenoid valve, which should make the faucet work. And she agreed that they should send it to her. They further told me that they cannot offer any warranty on the faucet before the customer gets that kit, since that kit will make it work, and that the faucet is not defective. They also claimed that if installed properly, there is no way that it should not work.
I emailed back to the customer telling them what Kohler told me, and that they'd have to wait until that kit arrives, which should make it work for them.
That was the last that I heard from the customer.
I also need to add that Kohler is a well know respected company and has been in business for ages already, and they are very good at handling warranty issues. I've had in the past a few times where customers got replacements from them free of charge - under the warranty. This shows that if Kohler would of recognized that they were at fault, they would of gladly replaced it. But according to what they heard from the customer, they felt that there is no issue with faucet - only with the customer’s installation, where they tried to piece together parts with this new faucet.

So to end this, I'm pointing out again that had the faucet arrived damaged or not as ordered, I would gladly replace it. But since that was not the case, it's an issue that has to be worked out with the manufacturer under their warranty.

 



Business Response: This issue is to be resolved with Kohler, the manufacturer..

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

 

I refuse to keep going back and forth with you on this matter any longer, your customer service is the worst I have ever encontered.  I will not accept a resolution in this matter.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.