ComplaintsforOak Plumbing, Inc.

• Initial Complaint

  01/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted Oak Plumbing through Angi's list so that they would fix a leak on the drain forthe upstair stub. The technician *****, proceeded to tell my wife and I that he could try to repair with exsiting parts for $438, or replace the piping for $1602.We first wanted to try to fix the issue with exisiting parts, as that was less taxing financially, and he said his work would be insured for 30 days. But obviosuly not any damage to the exisiting pars. Then he proceeded to break open the ceiling. He had to make three huge holes before finding the right piping that needed to be fixed. And he told us he wouldn't be fixing that.He proceeded to need my help to keep the piping in line, and to test the fix, as he came alone and I guess this should have been something he should have brought help for. Five days after he came, I put my kid inside to take a bath, and the leak was just as bad as before.I proceeded to call them up, and ask them to replace the piping for the $1600. I assumed they would credit the price of his initial work. But when he charged me after the work, he said he needed to charge me the entire $1600. Instead of arguing with him, I left a messag for his manager. That was 6 days ago, and I never hear back from them. I want to at a minimum, be refunded for the initial $438. Fixing the holes on the ceiling will cost at least that amount of money. It is not unfair to ask to be credited for that initial work.

  

  Business response

  02/27/2024

  We have since addressed the issue and have made several trips to our clients home in regards to this issue. We have refunded a portion of the overall estimate to Mr. ********. Our client **** went straight to the BBB instead of reaching out to us first to find a solution to take care of the problem at hand. When we did get in contact with Mr. ******** We immediately went into resolving this issue. 

   

  Please let us know if you have any further questions or concerns.

  Customer response

  02/28/2024

   
  Complaint: 21211926
  
  I am rejecting this response because:

  Bottom line is that if the problem had been assessed properly from the start, I would have saved myself the $4K I ended up paying them. If the first guy who came had not just gone with my theory of what the problem was and would have tested that the seals on the divert valve, he would have told me to try to put some caulking on it, and maybe given me a quote for replacing the valve.

  Instead, he proceeded to make holes on the ceiling and mess with the tub drain although it should have been clear to him, that that was not the issue. He charged me for that fix, and then when I saw water again. he charged me again for replacing the entire drain piping (I was $2K down by then). But the leak, from the bad divert valve seals, was still there so I kept calling them.

  Then, the young man came in, and he also didn't notice that the leak was from the seals of the valve, and in what he thought was good faith,he replaced the copper piping and he also changed the main valve for the water intake of the house, which was probably a good idea as it was getting old, but not really necessary. But the leak continued because it was always the seals on the divert valve the whole time. Such a simple thing. And the water damage on the ceiling pointed out to that, yet, they kept looking at other things.

  Clearly, the men who came are very good at cutting holes on ceilings, cutting and gluing plastic piping, and cutting and weldding copper piping. But what they can't do, is analyze and troubleshoot leaks, to ensure they are not wasting customers time and money. I will go ahead and continue my complaint process through the governmental agency that oversees them. You can now close this case as unresolved since they will not do what is right, and give me all my mopney back since the problem was always a seal issue and not any piping or drain issue. That I couldn't figure that out on my own, should not be surprising, since I am not a professional plumber. The fact that they couldn't tell that, is very alarming, as they are running a business for plumbing and people trust that they will have their best interst at hand.

  I would never recommend this company to anyone. They are not professional. That is my assessment of it all, and I will keep my legal options open and they will be hearing from me via the appropriate government agencies.

  I want to thank the BBB for being very professional and trying to work in good faith, with a business who clearly doens't care about customer satisfaction.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On March 17th, 2023 *************************** from Oak Plumbing arrived to give an estimate for a gas tankless water heater replacement with an electric tankless water heater. While he was at my residence a small leak in a septic system pipe was brought to his attention. ******************** was asked to give an estimate for the tankless exchange, the leaking sewer line and replacement of the sewer line. This line is approximately 70 ft long on a hill side which is all he was asked to replace. ******************** used a t-shaped metal rode and began to push with force on the ground in areas that were not requested to be replaced. The t-shaped metal rode punctured several areas of my septic plumbing as well as the area that had a small leak. When this was brought to the attention of the company they did not deny ******************** did this they denied taking responsibility for it and to pay for the damages. (When there is a hole in this line we can't use the water or any of facilities in our home.) I made attempts to contact the company with negative results. I drove to Oak Plumbings ******* office and spoke to ***************************, Operations Manager. He stated he did not care about the damage and his employee did nothing wrong. I told ******************** there were 7 witnesses, video evidence as well as the damaged pipes and he did not care. They were approximately 7 punctures holes in the septic pipe. He was shown the pipes and said the instrument ******************** used could not have caused that damage. ******************** sent an email the following day to our email address. He said he wanted to discuss this situation and after responding to his email he hasn't reached out again. I requested they pay for the damages, have the line checked for any additional damage if any and pay for that as well. The pictures submitted are only a few of what I have. I have video as well as witnesses who are willing to give formal statements.

  

  Business response

  04/13/2023

  Please see attached response from the business.

  Customer response

  04/13/2023

  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,
  
  *************************

• Initial Complaint

  10/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We moved into our house September 10, and had Oak Plumbing come out to rebuild a toilet roughly one week later. They sent out an inexperienced plumber who snaked our freestanding tub (which should not have happened, and a plumber should know better) causing a massive leak into our garage. ****** their back of house manager dragged us along for weeks sending other inexperienced plumbers out who did nothing but reschedule for someone else to visit our house. Finally, one guy was sent out who figured out we needed to order a part that the snake damaged. ***** said he would take care of this, and lied to my wife about the status of it repeatedly. She followed up with the manufacturer of the part, explained that ***** was able to order the part at any time, and that he had been dishonest about the status. At this time ***** offered us a refund, and I would like to take him up on this, but his communication remains nonexistent.It has been well over a month and finally someone from Oak Plumbing came out to fix the tub, and still did not properly seal it to the floor. At this point I do not believe that Oak Plumbing is capable of fixing the issue they inflicted on us, and I would like to seek a refund.

  

  Business response

  10/23/2021

  This customer's free standing tub was designed to use a manufacturer specific corrugated plastic tubbing which is non standard for free standing tubs, the technician damaged it during the snaking process. Upon realizing the damage was done escalation to management occurred and ***** did arrive to resolve the situation. The item being specific to the model and a non standard item meant that limited availability occurred. Unfortunately the manufacturer was unable to provide the correct parts in a timely manner. Despite our best efforts to obtain the part it to longer than expected, and had to be escalated up to members of management at the supply chain including requesting that they address multiple problems in their distribution website. The distributor even admitted in a call with us that the website indicated it was available when it was not, before their link system began causing errors in the ordering process. After management at Oak was able to resolve the ordering and request escalation to prevent the 2 week estimated delivery it was gotten in about 6 days, and we scheduled to install the corrugated pipe. 

   

  Communication has been in good faith and often as the process was worked on. We regret the delays caused by the limited availability. However there was not any deception other than incorrect information being given by the distribution center to the customer. At a certain point the escalation requests for assistance required heated exchanges and having a logistics expert become involved in the conversations with the manufacturer.

   

  As Our Management staff has all ready offered a refund to the customer that will be transacted on Monday, 

   

  Customer response

  10/24/2021

  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, though communication and urgency to resolve our issue, inflicted by Oak Plumbing, was nowhere near satisfactory. 
  

  I strongly question the training practices put in place at Oak Plumbing, and hope they never inflict this issue on another customer in the future. 
  
  Sincerely,
  
  ***************************************

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