ComplaintsforOption One Plumbing

• Initial Complaint

  09/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On August 15 Option One came to my home to begin work on replacing my gas main to go under my home. Per the ********************** I had one month to move my gas meter and line at least 3 feet from my HVAC unit. I was originally given a quote of $9,000, which seemed steep. They reduced the price to $7,945 and "began" work. The first day NO physical work was done on my home. I was notified at the end of that day that they couldn't run a line under my home. The next day it was hours before they began any physical work. By the end of the third day they had completed (their words) their work. They ran a gas line up and over my gate leading to my back yard. I am no longer able to close my gate like I was before they did their work. This has become a safety hazard for many reasons. They also left a hole around the pipe that leads under my home. It is large enough for rats to fit through. They also left a gaping hole in my netting that exterminators put in to prevent racoons/opossums from being able to get under my home. A few years ago I paid $4,000 for new duct work and $750 for extermination work. Now it is all exposed again. They also cracked several tiles on my trap door to my basement. They slammed the door on at least one occasion. Option One was extremely overpriced especially for the low quality of work and negligence. I fought with ***** (last name?) about the price and that they didn't do what they originally said they were going to. I mentioned all the sub par work that was done. He said he would come fix the problems but that I needed to pay that day. He told me that my home had passed inspection. I gave him my credit card number but told him not to run it before the work was fixed. I asked Option One for my invoice and permit # through the city but haven't received them yet (7 days after I asked) I decided to call the ***************** to get my permit number only to find out that my home did not pass the inspection. THEY TOLD ME IT HAD!

  

  Business response

  10/19/2023

  On Thursday 10/05 our General Manager ********************************* & senior tech ***************************** met with the ***************** at her property located at *******************************************************. During this visit the customer went over her list of complaints and repairs she was requesting. At the end of the visit it was agreed that we would return on Friday 10/06 to make the necessary corrections.
  
  On Monday 10/09 ******** ********************* returned to the property with ***************** to make the corrections and meet the requirements on Mrs. ****** list. The work was concluded at the end of Tuesday 10/10 (see pics & Invoice)
  
  Customer responded to ********************************* via text on 10/09 stating that the gas line looked a lot better and was happy with the progress.
  
  Currently we are working with ************** to schedule one final repair involving her duct work that should be concluded at the end of the week of 10/23.

  Customer response

  10/20/2023

   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.

  I am happy with the repairs they have corrected.  I am hopeful that they will take care of the duct work, fix the wire netting, and patch and paint the hole around the pipe and the pipes themselves.

• Initial Complaint

  03/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Called Option One due to a leak under the slab in our newly remodeled closet. We agreed to have the work done through the exterior wall of the house, where they told us the could open up the wall and reroute the pipe that was leaking. On day 1 the plumber broke a valve that caused water to flood into our closet under the custom closet built in (that are 6 months old). Plumber did not tell me that happened so i came into my closet after he left to find a pool of water. we shut our water off and called the Supervisor, ***, who then called the plumber, who then called us to tell me what had happened. Additionally, we had several tiles from our new shower and the base board come off due to the force used to open the stucco on the EXTERIOR. The next day when the stucco was being replaced, their own employee identified a leak on the exterior waterline where he originally disconnected the line. Plumber had to come back to fix that. On the last day of completing the stucco, their employee noticed that the plumber had connected the hot water line to the exterior waterline (we were not told any of this). The plumber came back out and in the process of soldering the line, the insulation caught on fire and the main water pipe along with other fixtures inside the wall also started smoldering. I was told nothing until i came home to a house smelling like smoke. Upon opening the bedroom door smoke filled the rest of the hallway and fire alarm went off. Called 911, evacuated the house with my pets. Fire department confirmed interior was smoldering and had to open 3ft x 1 ft of stucco to cool down. This turned into a 2 week nightmare of having to relocate from our bedroom, remediation company, power out, more stucco work, time away from work to accommodate all the additional work, stress, anxiety, etc. They are still charging us the $5,324 which we would have happily paid had they not flooded by closet and set the house on fire,

  

  Business response

  03/15/2022

  In response to Patrica Gallardos complaint is as follows.

  
  

  1. “Plumber broke a valve that caused a flood” There were no valves in this project. The flood was about 2 to 3 gallons of residual water in the pipe when we cut into the line to run the new pipe.

  
  

  2. “ Tiles that fell off” We opened the stucco on the backside of the shower, something we do almost every day and after the tile guy went to replace them, he stated that they fell off because of a substandard install. 

  
  

  3. “ Leak on exterior water line”  This was due to a defect in the fitting, we replaced and tested.

  
  

  4. “ Hot water line to the exterior water line” We are human and do make mistakes. If you look at the pictures you will see that anyone could have made this mistake. We capped off that line and tied into the cold line.

  
  

  5. “The Insulation caught fire” There never was a “Fire” , it was a piece of insulation that was smoldering, nevertheless it was our fault.

  
  

  6. “Called 911” We are thankful that she called 911 but in the process the fire department cut open a small hole in the  stucco to make sure the smoldering insulation did not travel up the wall. In the process of cutting the stucco they also cut a water line in the wall that we repaired and also replaced the insulation and patched the stucco.

  
  

  7. We sent a licensed Remediation contractor that specializes in Water, Fire and Smoke damage to be 100% sure everything was okay. They cleared us to move forward to patch the stucco and finish the job.

  
  
  

  We understand that this whole experience was not one bit pleasant for anyone. We made a few mistakes on the job and took care of them along with paying other contractors such as the tile guy and remediation company so the client felt comfortable that everything was handled by professionals in that trade at our expense. At no point did we deny responsibility and have been in communication throughout the process.  All we ask for is to be paid for the original contract that was completed. We are not asking for additional money.

  
  

  Regards,

  ***** *******

  
  

  Customer response

  03/16/2022

   I am rejecting this response because: 
  
  
  

• Initial Complaint

  01/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Per the attached Home Improvement Contract dated 9/19/21, Option 1 Plumbing charged me $6800.00 to repair 3 broken pipes under the house with a foundation. After the work was completed I paid the amount requested. Water did not drain from the bath tube so plumbers dug a hole outside the house. A 4th pipe busted and that was replaced by a PCV pipe. The bathroom was without cold water so the plumber quoted a price of $2800.00 to get cold water, but the wall would have to be entered. I had to hire a different plumbing company to get cold water in the bathroom at an additional cost of $350.00.I contacted Option Plumbing 1 and spoke to the employee by the name of Dennis. He asked me what I thought was a good price. I responded $4000.00 in total, which would be $1000.00 per broken pipe. He said he would get back to me but I never heard from him again despite calling the office several times. I also requested a copy of the invoice # ****** which I did not receive until December 3rd, 2021. I assumed he would renegotiate the cost of the final invoice, instead, he remained unavailable to confirm or renegotiate the final cost..

  

  Business response

  01/11/2022

  When I originally spoke with ***** **** in late November he was requesting a refund. When I mentioned to him if there was an issue with the work provided he stated no and that he stated that he didn't feel that the work provided justified the amount totaling $6,800.00 After explaining the work that was provided and the process I asked him what he felt the work should have cost and what kind of refund he was expecting. He explained that he could not answer that question because we were the experts and that he felt $6800.00 was too much. Our initial conversation did not result in any agreement as he could not provide any issues with our work or could not provide a dollar amount of that he felt the work was justified.

  A few weeks later I received another call from ***** who stated that he would agree to $4,000 for the total of the work. I explained to ***** that unfortunately I could not agree to his terms and that he had additional work that was still needed to complete his work and offered him some assistance on moving forward with any additional work. He indicated that he had no intention of doing any additional repairs and stated that he didn't agree with the total cost. I explained that I could not assist him as the total amount refunded was just not reasonable for the work that was provided.

  He then stated that he wad having some water issues in the home. I explained that the work provided was isolated to the one bathroom and that the invoice stated that this would not resolve his issues and that further work was needed. He stated that he was told this but that he didn't agree with the price. I respectfully disagreed with his assessment and informed him that I could not help him with the refund.

  In my opinion ***** does not want a to look into fixing the issues in his home and after services were rendered he is now requesting an unreasonable discount. I have attached a copy of the invoice that provides the scope of the work including the recommendations that include additional work is needed. This is the same invoice ***** states he received in December. 

  Regards,

  ****** ********

  Operations Manager

  Option One Plumbing

• Initial Complaint

  11/04/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  August 12 the company came out to hydrojet the backyard drainage because water didn’t flow. The recent rain proved the service wasn’t done and I’ve called and scheduled several appointments to have the issue rectified. The company never showed and now they want to charge me again for the service that wasn’t done to begin with. I’ve spoken to the office several times with no resolution.

  

  Business response

  11/05/2021

  We were called out on 7/26 by ***** ***** for a number of plumbing issues including area drains that needed to be jetted. We went ahead and completed the jetting on 7/26 under invoice #****** (pics attached / description below) Not on 8/12 as mentioned in the complaint.

  
  

  Upon arrival client informed me of a few plumbing issues he is having . 2 laundry bibs that are corroding and have buildup from calcium . 2 turbo flush toilets that are a bit too loud for lathe family’s liking . Client would like traditional toilets installed . Client also has a hall bathroom shower that is slow draining, I informed client of our $68 drain special , and will scope mainline clean out . Quoted client 1275.00 to hydrojet 3 area drain from curb core , up stream . Quoted client 375 per customer supplied toilet for install or 689.00 per toilet if option one provides toilet . Also , client has some out dated faucets that I cannot find replacement aerators for , and aerators are clogging from hard water . Quoted client 475 for basic widespread faucet install , however if client has a faucet in mind, labor on faucet is 375 per faucet for install Spoke to client again over phone and he has a toilet that constantly fills, will need to see toilet for quote , returning Wednesday.

  
  

  Hydrojet area drains at side of property (3)

  
  

  
  

  After multiple attempts to contact the customer to schedule, we were out on 8/12 to install the rest of the work noted below under invoice #111510 

  
  

  
  

  Returning to client to install customer supplied toilets. Customer hasn’t had the chance to find toilets, would like flapper replaced on toilet in power room . Would also like his downstairs hall bathroom shower cabled . Client would also like hot and cold laundry shut off valves replaced .

  
  

  Replace Kholer 1 piece flapper in powder room

  
  

  Cable downstairs hall bathroom shower Update :pulled back hair

  
  

  Replace wax ring in downstairs hall bathroom

  
  

  Replace Kholer flush valve gasket

  
  

  Install Kholer Wellworth Toilet in hall bathroom 625.00

  
  

  Install Kholer Wellworth in sons bathroom 625.00

  
  

  
  

  On 11/02 we were back onsite due to area drains backing up. We sent one of our supervisors to provided a courtesy camera inspection and determined that the lines were holding water and had dirt and debris located in the line. The original service provided on 7/26 had a 60 day warranty. Unfortunately the 60 day warranty had expired on 9/26. Please see Invoice attached.

  
  

  We are being accused of not showing up when we have been at the property on 2 separate occasions since the original service was done on 7/26 not 8/12 as the customer has indicated. Even if we went off the customers time frame of 8/12, at the time of service on 11/02 it would still fall outside the 60 day warranty. We feel that we have provided enough documentation showing that the work requested was performed and the dates, details and warranty provided contradict the customers complaint. 

  
  

  ****** ********

  Operations Manager

  ###-###-####

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  Customer response

  11/05/2021

   I am rejecting this response because:
  
  The business sent a technician, not a supervisor, to see the backed up drains in my backyard. This is the issue when they offered the service of hydrojetting. The service is to take care of the issue of the drains not flowing. ***** was clear about having it taken care of since it’s what I paid for and it hasn’t rained since they performed the service. I was told *****, supervisor, would return the following day to hydrojet the line again to make sure it doesn’t continue to back up and create a pool of water in my backyard. That never happened. I spoke to ***** directly on the day of no-show, and he apologized and asked to complete the work on Friday, October 29th. Again, no show. I called again and asked why nobody stopped by, I was informed no work was going to happen and another charge would need to be paid.

  

  Business response

  11/08/2021

  Unfortunately there is some confusion regarding our services. Hydro jetting which was done on 7/26 (original work) was performed by **** who is trained to run our hydro jetting machine and perform the services. Our supervisors do not perform hydro jetting services, as you claim, they do however perform camera inspections which ***** performed a courtesy inspection on 11/02 Unfortunately it's been 103 days since the services were provided on 7/26 which only had a 60 day warranty. 

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