ComplaintsforAmerica's Plumbing Co., Inc.

• Initial Complaint

  04/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  On April 13th, I contracted with ********* Plumbing ** to provide a service at my property. Their representative, *****, came on site to assess our issue and we signed a contract to have our drainage output on our wall replaced or the adapter that goes to the drainage output and P trap replaced (I'm uncertain of the correct way to describe the work performed). I have a large double sink vanity where this work was being performed. My husband assisted ***** in moving the vanity away from our wall so he could get to the drainage area and perform the repairs. My husband said to him to please let him know when the work was done so he could assist in moving the vanity back to the wall. Instead, when ***** was done with the repairs, he proceeded to push the vanity back against the wall all by himself. At the time, I was in the same room in my attached office, and though I did not physically see him move the vanity, I did hear him as he pushed it against the wall. the following day I began cleaning up the floors and found at that time the deep scratches and gauges left from the vanity being pushed up against the wall. These were not present prior to the work being performed, the flooring is brand new (1 month old). I took photos and video of the damage and immediately submitted it to the company. Their manager, *******, contacted me and stated that my photos "do not line up with my story" and that ***** claims I was not present while he performed the work and that he lifted the vanity into place. The vanity took 2 men to lift and move it prior, there is no way he properly lifted it himself. I heard him push the vanity. The scratches/damage follow the trajectory of the feet of the vanity perfectly all the way to their final destination. **mpany is denying any responsibility and refusing to pay for repairs. The vanity was last moved by their representative and has not been moved again since. The damage lines up exactly with where the feet of the vanity were and are now.

  Business response

  05/03/2023

  On 4-13-23 Americas Plumbing Company was called out to **** & ************************* home located at ********************************************************  The customer asked that we install a customer supplied p-trap.  Upon arrival the customer had moved out the vanity so that our technician, *************************, could gain access to the work area. Technician, ************************* stated that the customer, *********************** had been doing work in the area before he arrived. ***** installed the p-trap that the customer provided and then proceeded to move the vanity back with the assistance of the customer, ************************  At no time did ***** slide the vanity or scratch the floor.   ( a signed statement is attached )
  

  
  ******************************* is making claims and assumptions and was not present in the room during the time my technician was on site, as she openly stated in her complaints attached to this email.  We are currently working with our claims adjuster as ******** has contacted our insurance company, BBB and our Bond.  If you would like a more formal and detailed explanation of what did occur, please feel free to contact **************************
  Along with this statement, I will be attaching the emails sent from ******** to Americas Plumbing Co., ********* complaint on BBB, work photos provided by *************************, photos provided by the customer the day after we serviced the Shofners and the paid invoice for the work we completed.
  
  Since there are multiple entities; BBB, our insurance company and Bond, *************** to all.  I do not believe that there needs to be multiple claims open.  

  Customer response

  05/03/2023

  I am rejecting this response because:

  The owner is now going back on facts that both he himself, and his manager *******, confirmed on their own recorded phone line. My husband assisted ***** with moving the vanity away from the wall when ***** first showed up. The vanity was up against the wall and the plumbing completely hooked up. This was the last place it was left when APC was at our home last on March 24th and their plumber **** performed the exact same work on the exact same vanity, just on the other side (right). It seems the owner and now ***** are re-writing the story to try to prove their innocence.He provided my email to him summarizing our conversation, I'm assuming to reference the white caulking on the ground. If that was to try to say we had it moved prior and the caulking was already on the floor - why wouldn't we have cleaned it up before they showed up? Why would we wait until he was done and ask to have an opportunity to clean it up then? My husband never once touched the drywall behind the vanity. We just had the exact same service done a few weeks prior, why would we attempt to do anything on our own when we couldn't do it before and went back to the exact same company that just performed the work for ** on the other side. ***** said he has photos showing my floor from this service - provide them then. You have not provided them here, to me, or to your insurance adjuster. Also, fun fact - when I asked ***** for his ** insurance information during our phone call, ***** referred me to the State Contractors License since Board and said it was listed there. This ended ** being his License bond insurance, not his ** that I requested. When I called the office after I found out that the insurance he directed me towards wasn't his **, I was told they didn't carry any. I had to have family pretend to be interested in their services just to obtain a copy of their ** information. Here are the facts. *****, with the assistance of my husband, lifted the vanity up and **************** the left hand side out to perform the work. My husband at that time scraped off the caulking from the back of the vanity - as we did not have access to the back of the vanity prior to that, and asked for ***** to notify ** when he was done so he could clean ** behind it and assist in moving it back to the wall. I WAS very much present, a fact I never once disputed (hey *****,you have ALL of this recorded - how bout you give up the voice recordings if they support your story?), I was just on the opposite side of the wall in my office while the work was being performed (see attached picture, on the left you will see my office, on the right you will see where the master bathroom is located, note there are no doors to either) and HEARD him move the vanity (again this was confirmed and stated in my 4/17 phone call with manager ******* in which she also confirmed that ***** said himself that he helped my husband move the vanity away from the wall when he first arrived). Here's a list of things to consider: There are recorded conversations between myself and *******, *****, and their front desk associates that would only support my accounting, but they are not using those as evidence in their defense. Those phone recordings would show that at that time, ***** confirmed he helped my husband move the vanity away from the wall. THe only reason I can think they are now trying to say that did not happen is to try to allow for a time when the damage could have happened but not at their hands. I had spine surgery October 10th, 2022. I live in a back brace. There is NO way even kind of possible I assisted my husband to move this vanity away from the wall prior to them arriving. Aside from that, all the plumbing was still hooked up - you think if we knew how to unhook everything ourselves we would be calling a plumber? ***** said he had photos that showed my floor that proved they did not cause the damage, but has not provided those. When I asked for their insurance information, no one gave it to me. Instead I was referred to CSLB that only has their license bond. When I called and asked for the ** information directly, I was told they did not carry it. I only obtained it once a family member faked interest in their services and asked for their ** information in advance. If the damage was present prior to ***** performing the work, a reasonable person would think he would have documented all of that given the direct relationship between where the work was performed and where the damage is located - but that does not exist. The owner did not perform any investigation, deflected liability and went as far as to say "see you in court" before hanging ** on me instead of just giving me his insurance information and allowing it to be settled the appropriate way. The flooring was just over a month old. There was no wear and tear. I recounted every conversation with every detail of what was said in email immediately following the calls and have that communication in the attachment. The damage sustained is 100% identical and in line with my accounting and the work performed - yet the owner says that my images don't "match up" with my story. All I can see is VERY shady business practices: not performing an actual investigation when a customer files a complaint, not only denying me his insurance information but directing staff to lie to me and tell me it doesn't exist, telling me he has evidence that proves they are not liable yet he is not providing that to ANYONE, is now lying about who moved what when this was already confirmed verbally by both him and his manager on a recorded line. If ***** didn't have such a guilty conscience here perhaps this would have been handled differently. Perhaps he would have provided his insurance information right away and allowed them to do their due diligence in investigating. Instead he has only tried bully tactics to try to blow me off and told me "see you in court" as if that was my only way to find resolution. I confirmed everything that was said in writing in email -if I had anything that was said inaccurately he was given an opportunity to reply and defend himself. That never happened. I provided ample proof and images to support my claim - he has provided nothing. How about you show those pictures that you said you had that resolved you from liability? That would seem like the easiest solution here, but I imagine the pictures you have only further prove my "story" and that is why you are not submitting them.Why don't you get your recorded conversations and send those over, unless of course they are going to again prove what kind of liar you and your staff are.At the end of the day this is despicable, shady, poor business practice and I have faith, now that I obtained the insurance information via other means, that my claim will be handled the appropriate way. The disgusting handling of my claim though should not go unnoticed. I have outlined all of the ***** and have everything needed to support them. The owner, *****, has not provided anything other than his, brand new, version of the story and a written statement from a plumber that caused the damage to our property. The packet attached was sent to his License bond insurance (before I knew they were not his ** insurance) and the State **************************** I am following every protocol necessary to prove my accounting and to do things in a professional, logical manner. The owner, *****, however has not. He holds "irrefutable" proof within photos he is refusing to provide and recorded phone conversations that he similarly is not providing. The truth will always come to light, and your actions speak for themselves. 

  
  

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