ComplaintsforProstar Plumbing Heating & Drains Inc

• Initial Complaint

  13/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Prostar tripled the quoted price, left open holes in shower wall left a 2x2.5 foot hole in wall behind shower and broke the shut off valve and pipe

  Business response

  25/10/2022

  All work done in this house for ****** ****** was quoted and talked about before we did any work, we called the client multiple times to let her know the process. Here are the notes on file as well as pictures. As you can see the bathroom had extensive damage to it even before we arrived, the wall was rotten from water damage and the structure of all materials in the wall were weak. hence the multiple calls to ****** to let her know what we have to do. Below is the summary of everything we let her know before work began. 

   

  All jobs we do to access the tub/shower faucet we need to cut a hole to access the plumbing and repair it as it should. This is why we take photos and notes on all jobs, as well as let the customer know. 

  As you can see by the build up of dirt and mold around the toilet and the dirt and mold/rust around the tub this is why we made several calls to ****** and had her approval before we started any work. 

   

  We will most not be giving a refund as the work we have done has fixed the issue. We cant take responsibility for home owner Negligence and cleanliness of the home. Once again there are several pictures we have uploaded.    

   

  
  Tech Observations
  
  The face mount shower valve is leaking. We could of changed the cartridges but someone stripped the screw and I cannot take the handle off. I was able to cut the handle off and remove the trim. I also have to replace the rough-in. I called ****** to inform her of this and to let her know that I had to open the drywall behind the shower. (While cutting the drywall I found that the toilet seat was broken. I asked the tenant & she said it has been broken for months) Once the drywall was opened I found that at construction they glued a 1”x4” right to the tile. I called ****** back to let her know that this has to be removed and while I’m removing it I will probably chip, crack or even break some tiles. This is the only way to fix this issue. ****** gave me authorization to cut the wood even if tile breaks. She is fully aware that she is responsible for the patching the drywall and fixing any broken tile. We are NOT responsible for the broke tile due to how it was originally installed
  
  
  Water Pressure
  
  
  
  Conclusion
  
  After she approved work I called Darcy to get pricing, I called ****** to let her know the additional charges and she ok’d them over the phone. ****** also provided a credit card number and authorization over the phone before any work was started. I called from my personal phone due to her not answering through the iPad. Supplied and installed a new waltec tub/shower valve & rough in. All work tested and there are no leaks. I did chip some tile but she is aware that she is responsible for the patching the drywall and tile.
  

  Customer response

  28/10/2022

  
  ********** ********
  
  I am rejecting this response because:
  
  Sincerely, because the facts supplied are false. ***** phoned and said the screw was stripped so he couldn't just replace cartridge. I said they make bits to remove stripped screws and he quickly replied not for flat head screws. Attached is a photo of a bit able to remove flat head screws. So from the very start this is obviously a case of scamming a senior and inflating the bill. He did call and say he had to drill a  "tiny" hole..."tiny" that may crack a tile or chip not that there would be two holes and a giant hole in the wall. At no time did they mention that they would not finish the job. When hiring a professional I automatically expected they would complete the job. What plumber in their right mind would leave holes in a shower wall. I would be pleased to hesr the recorded calls as it would show at no time did they tell me they would not be responsible for fixing the damage they caused. As for the rust and cleanliness this too is false as the pictures show no rust. The tenants disputes the fact the wall was nothing other  than solid and in good repair. The quote for the job was approx 700.00 and it was doubled by the time they finished. I would like a full refund as well as having to hire another plumber to fix the extreme damage caused . I spoke to several plumbing companies and they all expressed that it is not industry standards to leave holes and broken tiles in repair jobs. The holes in the shower were repaired by a plumber it is not  unusual for a plumber to have the skills necessary to repair tiles and drywall.
  
  ****** ******

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