Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The week of 12/19, Dean plumbing repaired a slab leak in our home. During the process one of the employees fell through the ceiling of my garage. They patched it. They told everyone in my household this occurred, They also made 3 other large holes in my house that needed repair so I got an estimate on the part of the house that we are responsible for and I called the Manager and told him I am getting estimates and what did he want to do about the damage they caused. He said to get estimates and if its too outrageous then I will get my guy over there. I said what would that be? He said I don't know I will just look over it. That was the beginning of January. Nothing was ever said to me by anyone else concerning this. On January 9th, I called the office and spoke with the person who answers the phone. I told her I have my estimate and I guess it needs to go to ***********************(the manager I spoke with before). She asked for the estimate to be emailed to *******, I did so. I also to the person I was not sure how to proceed. She said someone will call me back. No one called . I called back that afternoon same response, same response later in the week, same response at the end of the week. No calls. On the 10th the contractor for the drywall began work. He scheduled 4 days here and when this was scheduled we planned for the damage done by **** to be repaired as well. So at the end of the week. i called and finally asked to speak to with someone else and told her what is going on. I also told her the work was done. I was told that the manager person will be at my house Tuesday 1/17 with a "sheetrock guy" to look at the repair. I explained that I did not understand that and I expressed my disappointment about the way this has or really hasn't been addressed. The manager and "the sheetrock guy" came on Tuesday. They looked at it for a minute and left. Bottom line it has been a month of almost no communication and they owe us $1000 for the repair.

  

  Business Response

  Date: 01/31/2023

  Attached you will find letter and corresponding information such as quote and the letter accepting the $500, along with picture showing was not popcorn ceiling.

  

  Business Response

  Date: 02/01/2023

  Dean Plumbing Co., Inc. 31 OOB Leeman. Ferry Road Huntsville, Alabama 35801 256-883-6130 / Fax 256-883-6135 
  January 30, 2023 

  
  To Whom It May Concern. 

  
  Our technician went to this home and they found water was leaking in slab. We advised the customer to contact American Leak Detection, they found leak was under either the master shower or under the master tub. The service manager returned with technician to the job, to come up with an alternative solution to prevent from removing the shower, tub and busting slab, upon customer request. Before cutting any drywall, we informed the customer that we do not repair drywall and it is not included. We had to cut multiple holes in the drywall to find plumbing manifolds, figure out which line was leaking and reroute water line overhead. The technician went into the attic access above the stairs in the garage. He was walking on platform, stepped down to lower platform and stepped onto drywall, almost fell through the ceiling. A piece of drywall approximately 211 x 4ft was broken. The service manager installed a piece of 2x4 for extra bracing, re-installed drywall as it was a clean break. All it needed was to be mudded, sanded and painted. We informed the home owner of what happened. She told me not to worry about it that she would get the drywall guys to fix it when they come to fix the other drywall that had to remove to gain access to the plumbing. She told me that she was just happy that our technician was ok. Upon completion of the job, we gave a 10% discount to help with 211 x 4ft drywall finish and as a senior discount. Several days after our job was completed, we received a call from the home owner's daughter, asking what we were going to do about the drywall repair in the garage. To avoid conflict and to try to help satisfy the customers daughter, we asked her if she had a drywall company to perform other repairs needed. She said yes. I asked if she would get them to give a quote for the repair in the garage and send it to us. 1 told her if it is a reasonable quote, we will just pay them to do it for us. If we feel it's too high, then we would contact a second drywall company for an estimate. 
  Approximately two weeks later we received the quote. It was approximately $1,100.00 to fix a 211 x 4ft piece of drywall. Stating they would need to frame it, build scaffolding, mud, sand and fix popcorn on the ceiling. We had already built a frame for it and re-installed it from a ladder. Additionally, the ceiling does not have a popcorn ceiling. Then we reached out to the customer to get another drywall company to look at it. She told me that I could come and look at it but the repair was already made. We met another drywall guy for a second quote. Ile gave us a quote of $350.00 to mud, sand and paint. We contacted the customer and offered her $500,00 to go towards the repair. She accepted. After accepting the money, she turned us into the 131313. 
  Sincerely Submitted, 
  
  Scott: K. Dean President Dean Plumbing Co., Inc.