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:06/27/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  On June 18th, 2024 I called my ********************* to file a claim regarding my kitchen wall faucet due to no water coming out of it any longer, I managed to gathered the $85 dollars required to file the claim to have it repaired and payed it to the warranty company. They assigned the claim to The Honest Plumber whom called me right away and set up the appointment for them to be here the next day. The plumber came and looked at the faucet and told my husband that the hose was plugged up, he then proceeded to remove the flexible steel hose from the wall faucet, took it outside to his truck where he introduced a wire inside the flexible steel hose to get it fixed, then he came back and reinstalled it on the wall faucet but this time the water was coming out of the two ends of the steel hose. The plumber's reaction was: "Oops, I guess you're getting a new faucet now". He then left and said that they were going to be in touch with us, after a few days of going back and forth with the plumber and our warranty company, they first said that faucet replacement was not covered but when they found out that the plumber ripped the hose apart with the wire the agreed to pay for the install of a standard wall faucet, which I did not agree because the faucet that the plumber damaged is not a standard faucet, is just a different wall faucet that costs approx. $80 I had told the plumber that we could pay for the faucet if they install it for us and they agreed, but I still don't have the money to pay for it and thinking about it, it feels wrong that I pay for a damage that I didn't caused on top of paying for a repair that wasn't repaired. When I explained this to the Honest Plumber and told them that my husband had seen a video about how to repair the faucet with a little twist on the hose and suggested that they watched the video, she accused me of wanting everything for free and said just for that, she was going to make sure that I did not receive any payment at all

  Business Response

  Date: 06/27/2024

  This was a job through the Home Warranty.
  she had a clogged up faucet that had no water pressure. There was two options. The first option was to replace the faucet. The second option was to try to restore water pressure back to the faucet and if that failed replaced the faucet the home warranty covers to replace the faucet, the homeowner wanted to take a cash out on the  faucet meaning the Warranty would send her money for it. She called us yesterday and said would we install a faucet if she provided it we told her yes that would not be a problem today she called demanded us to provide a faucet install the faucet and return all of her money, which she never paid us no money she paid the Home Warranty so we do not owe her any money. The home Warranty is the one that was paid not us so all the homeowner has to do is call the Home Warranty tell them she does not want to take a cash out and a faucet would have been provided and installed at no cost to her but again she wants a ******* installation and $85 for a faucet that was going to have to be replaced regardless she suggested that the plumber get on ******* to see how to repair the faucet we explained we do not need the ******* needed to be replaced regardless 

  Customer Answer

  Date: 06/28/2024

   I am rejecting this response because:
  It is not clear what theyre willing to do about this.
  
  

  Business Response

  Date: 06/28/2024

  It is very clear what we are willing to do just like we told you on the phone if youre willing to call the Warranty and tell them that you do not want the cash out we will provide and install that the warranty was going to replace it with either way, the faucet replacement would have been the outcome thats all were willing to do. We are not refunding any money because we never took no money from you so if that does not work for you, Im sorry but thats all were willing to do install the builder standard wall mount faucet if you call the Home Warranty and tell them you do not want the cash out. The BBB is just a mediator. They just set this up between us which weve already told you and explained what needed to be done. You were willing to do it and then for some reason you all of a sudden wanted your money back. We never took any money from you so if you dont want that, the Warranty provides, then I guess were done 

  Customer Answer

  Date: 07/02/2024

   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.