ComplaintsforPapa Plumbing, Heating & Drainage Ltd.

• Initial Complaint

  28/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I called their company to diagnose a leak on my master washroom upstairs that is leaking downstairs to the main kitchen. Their technician came, went upstairs and poured water around the shower walls (tiles) and was able to show the leak that was active from upstairs to downstairs. The technician stated on his report that the "tile gaps on the walls are causing the leak and the water goes to the cavity that leads to the leak downstairs". Their technician recommended to remove and install new tiles to fix the issue.However, I called a different company to check about fixing the issue. I told this company that PAPA plumbing recommended to have the tiles removed. They inspected the tiles and there was no "gap" in the tiles or with the grout and they were confused about the "plumber's report".They poured water the same way PAPA plumbing did it, and figured out that the caulking around the shower surround was the issue, including all the caulking in the shower heads. They recommend re caulking to fix the issue and nothing to do with the tiles.I called PAPA plumbing about this, and I got a very rude response from *************************** who was very condescending upon me explaining about their misdiagnosis. He stated that they only give permanent recommendations when it comes to water leaks, hence, retiling.I wouldn't have used their services in the first place if their diagnosis would just lead me to doing the wrong thing. If the company misdiagnose a leak and give the homeowner the wrong information, what's the point of trusting them.The person i spoke to, ***************************, ********* me that he would not give me a refund if I file a complaint with BBB. ** ****** **** ************** *** **** *** **** ******** ******** * **** ***** *** ** ****** ******** ******** *** ******* *** **** *** **** **** **** *** ******

  

  Business response

  28/06/2023

  Hi *******, 

   

  I believe this has been sorted on our end. I sincerely apologize for the experience you had with ****. Customer satisfaction is top priority for us. I have also had a chat with both **** and ***************************. Once again, I am very sorry on behalf of our team. 

• Initial Complaint

  28/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was invoiced for $6500 to repair perimeter drain tiles on my house. (This is on the attached invoice.) After about 4-5 hours of work, (and five small holes dug) I received an update that it would cost $38,000. I told Kal to stop work immediately. Then he suddenly dropped the price to $20,000. I told him that I could not proceed. He told me he was still going to charge me $4000 for the work done even though just 5 wholes were dug. I asked for an itemization. He said he couldn't as it was not an "hourly job" it was a contract on which I bid. This is not the case. Please see my invoice that I signed. When I told him that I was going to go the the BBB if he couldn't itemize it, he ******* ** of *********** him. That's not the case. I simply want to see how he arrived at $4000 when they didn't fix anything. They couldn't even use the camera very far in the pipes because they were all clogged with soil. So the only real work was five holes. Kal became very apologetic and wanted to work this out. I agreed. (Please see the texts included.) I thought we were working it out. In the end, I sent him my response about what I heard was a fair price for five holes and he never got back to me. The next thing I know, I've been charged $4000 on my **. When I contacted him again to ask for the itemization, he tells me to wait until tomorrow. It's been two weeks. He's had 14 days to do this for me. I told him I wanted it now. (This is only reasonable. Who waits two weeks for itemization on an invoice?) I'm getting someone to fix the drain-tiles completely for about $7000. (Digging around the perimeter, removing concrete, new tiles pressure-washing and sealing the house and putting in new rocks.) How odd that Papa Plumbing and Heating wants to charge $4000 for 5 holes. (Even stranger is that Kal initially wanted to charge $38,000. )Unbelievable.

  

  Business response

  08/02/2022

  The customer has also emailed and was resolved. He was credited the agreed upon amount. 

  Customer response

  10/02/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *******

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