ComplaintsforCaccia Plumbing

• Initial Complaint

  03/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The business came highly recommended from personal sources, was highly rated on **** and BBB. We generally are shocked at these ratings given our experience and would like others to be aware of the business unprofessional and seemingly fraudulent practices.They were initially very responsive and set up an appointment in a short time-frame. Work was performed same day, with some parts being ordered for return to finish when those parts were available. We signed estimates and paid for the portion performed, understanding more would be charged at completion. On review of the final documents, it was clear the pricing was more confusing and not as transparent as we originally thought, and the company had failed to deduct discounts they had represented we were eligible for as we signed up as members. When we asked basic questions about confirmation that we were properly charged and details on the pricing model, the company was evasive and took extensive time to process the discounts and provide the additional detail we asked for to help us understand the charges. We were treated rudely throughout the process, directed to speak with multiple individuals, sometimes multiple times, and became more exasperated and doubtful of the companys integrity throughout the process. When someone did finally explain the pricing model, they told us that estimates are firm regardless of hours spent on the job because they take the national average of time spent for a task and multiply that by the companys hourly rate per plumber of more than $670 (regardless of years of experience). The rationale for the higher than average pricing was in part due to overhead for customer support, which we did not receive.The business conducted itself poorly and unprofessionally throughout the process. One individual even took our call while driving during normal business hours (rather than from the office) and started swearing at someone else on the road in the middle of the call.

  

  Business response

  03/28/2024

  Hello, I called ************************* at 12:25pm today in an effort to resolve any concerns she shared with the BBB.  I left her a voicemail offering the same.  I'm motivated to understand her concerns and bring timely resolution. 

  *****

  GM

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

  Customer response

  04/01/2024

  
  Complaint: ********
  
  I am rejecting this response because: the business simply left me a voicemail asking that I return their call to discuss. I returned the call and ir went straight to voicemail. Essentially, the business did not address any issues raised in my complaint or mention consideration of any of the proposals I detailed. 
  
  Sincerely,
  
  *************************

  

  Business response

  04/03/2024

  Hello, I contacted claimant on Thursday 3/28/24 at 12:26 and left a voicemail offering my personal cell phone number and asked for an opportunity to resolve any concerns.  I heard back from the claimant on Monday 4/1/24 at 12:40pm via voicemail.  I contacted the claimant that evening and made an appointment to call her at 12pm the next day (Tue 4/2/24).  We spoke for 29 minutes and the claimant shared her concerns then asked me for the following: 1. An itemized billing for the services rendered and materials used for the installation. Verification of two ($100) credits applied to the invoice for her membership.  3. An explanation of why the invoice didn't match the estimate she signed for approval (customer added products and services with the plumber on site). 4. Verification that I would train my office team to be professional and responsive.  Please see the attached files.

  Respectfully,

  *****

  Customer response

  04/03/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  The materials I received from ***** failed to accurately reflect how the amounts were actually billed. Based on prior discussions with ******, my understanding is that the labor costs are determined as follows:

  - $670+ per hour for all plumbers (regardless of experience level)

  - multiplied by national average of hours spent for a specific job (regardless of how long ****** plumbers actually spend on the job)

  This was not reflected in the materials he sent. He specified actual hours worked, but my understanding is that is not how the charges are actually calculated. 

  
  Sincerely,
  
  *************************

  

  Business response

  04/03/2024

  Hello,

  First and foremost, I want to express our sincere gratitude for your feedback and for bringing your concerns to our attention. Understanding and addressing our clients' needs is paramount to us, and your input, including the criticism, is invaluable in helping us improve.
  I genuinely empathize with the discomfort and frustration that can come with such situations, especially after reflecting on the commitment you made when authorizing the costs of the projects. It's clear that you made these decisions with trust in our team and the work we promised to deliver. I also acknowledge and appreciate your decision to allow our plumber to undertake additional work during the project, and it was heartening to hear of your initial satisfaction with the installations during our recent conversation.
  I understand that the process, from the project's completion on March 8th to our subsequent discussions, has led to some reflections and concerns on your part, particularly regarding the pricing. Please know, it's never our intention for anyone to feel regret after choosing our services. The decision to escalate your concerns to myself, the General Manager and the interactions with our representatives were steps we hoped would offer clarity and support.
  I want to reassure you that your feelings and concerns are being taken very seriously. While it seems we've reached all the possible solutions within our current framework, I remain open to any suggestions you might have on how we could further address your concerns. Our aim is always to ensure our clients feel heard, supported, and valued throughout their experience with us.
  If there are any specific actions or solutions you believe we have overlooked, or if there's more we can do to help ease your concerns, please do not hesitate to let me know. Your satisfaction and trust in our services are incredibly important to us, and I am here to work towards a resolution that feels more comfortable for you.
  Thank you once again for your feedback and for allowing us the opportunity to serve you. I look forward to the possibility of finding a path forward that better meets your expectations and needs.
  Warm regards,
  *****

  Customer response

  04/03/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  We did not receive the information we requested for the number of hours actually billed. We understand the ****** billing practices for labor are as follows:

  - $670+ per hour per plumber (regardless of plumbers experience level);

  x

  - national average of plumbers hours spent on a specific task (rather than hours actually spent by ****** plumbers on our job)

  
  Sincerely,
  
  *************************

• Initial Complaint

  07/30/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Caccia Plumbing was paid in full on 07/22/2021. The amount of contract was $1,831. Contractor was hired to replace a 10' long run of deteriorated, 4" diam. sewer lateral. Work was defected by a City Inspector because contractor failed to install a biobarier (piece of cloth) around each new pipe joint. Contractor came back to fix the problem and was paid in full at the end of the job. It was discovered the next day that biobarier, which must wrap completely (360 deg.) around each new pipe joint, was installed only to cover up a visible portion of a pipe, leaving bottom, invisible portion of a pipe, without protection to root invasion. Thus, contractor's technician who worked on the project committed a fraud incompatible with honesty and values of a contractor licensed in the State of California in order to be paid, leaving owner of the property to be cited by a city inspector for substandard and dishonest work. Contractor's license number: ******

  

  Business response

  08/11/2021

  business responded to consumer directly

  

  Business response

  08/11/2021

  business responded to the consumer directly

*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. ↩