ComplaintsforBert Norman's Plumbing, Inc.

• Initial Complaint

  07/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/12/2020 I hired ) to replace a garbage disposal, technician came, replaced disposal with a new one and all was good. 15 months later I noticed water in the bottom of my cabinetry and a bolt lying there in the water. Upon further inspection I noticed that the garbage disposal was loose and the water was dripping from that. I contacted  and they came out on 3/16/22 to repair the problem. The technician that came out stated clearly that the job was done improperly on 11/12/2020 and that was why it was leaking and falling off. After much back and forth I convinced *** to complete the repair at no cost to me. I did not ask for damages to paid to me for my waterlogged cabinetry. 15 months after that repair my disposal stopped working completely. I contacted again, they sent a technician out on 7/3/23. I informed the technician to just replace the unit and that he should not spend a lot of time diagnosing the problem. After a couple minutes looking he stated that it did not need to be replaced and that he wanted to save me money. He claimed it was a simple reset button and needed the gears turned manually. It began working for him after that. I paid **** for the service call and he left. 4 days later I turned the disposal on to grind some food waste and it did not work again. I had not used it at all since he was there 4 days prior. So the first attempt to use it after having it "repaired" the device failed. I contacted *** on 7/8/23 to report the failure, a service call was scheduled for 7/10/23 and I told the office manager that I would like to get the unit replaced this time and that I think it is fair to get that done with a **** discount since I had already paid that for a failed repair the same week. The company refused to honor my request and demanded more money for their failures. Now a new company will complete the work that should have been done on 7/3/23 if it wasn't misdiagnosed, wasting my time and money.

  

  Business response

  07/11/2023

  Dear Mr. ,
  
  
  
  We are sorry to hear that you have had such a negative experience. Our team strives to provide excellent customer service, and our goal is customer satisfaction with every service call. We appreciate you taking time out of your day to leave a review on the BBB. Based on the conversation that took place yesterday, I would like to reiterate the fact that garbage disposal installed in 2020 the warranty expired 4 months prior to us coming out to diagnosis the leak. As a courtesy to you we were happy to make the necessary repairs at NO charge. 
  
  As for the service on July 3, 2023, our technician provided a thorough diagnosis, the options were to unjam the equipment or replace it. You chose to unjam the equipment for ***.The complaint that the equipment had stopped working once again was made on July 8, 2023, at 6:54 pm. Our on-call staff on Saturday offered to send a technician out on Sunday but you stated, “this isn’t an emergency, and it could wait until Monday.”
  
  First thing Monday morning we called to address the issue and let you know our technician would be on the way with your approval, however, we were informed that it was not a good time and later in the day would be better. Attempting to dispatch later that same day, you informed our office that you didn’t want the tech to come out, unless we refund the **** from 07/03/2023.
  
  As formerly explained, we could apply the *** previously paid to the new garbage disposal and waive the diagnostic fee. Our tech was ready to head out immediately upon your approval, once again, you stated that you required the entire **** **** ********* *** and *** repair) back to be applied towards the disposal. We are unable to refund the diagnosis fee as we have already diagnosed the issues and presented two options.
  
  Lastly, we would like to call attention to two different occasions, 11/12/2020 and 08/26/2022, in which our company has refunded or waived diagnostic fees due to threats of negative reviews. After much deliberation, we have decided, that although we are appreciative of the opportunity to provide our services, unfortunately, we may not be right candidates for your solicitations.
  
  We wish you the very best of luck in the future.

  Customer response

  07/12/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 20299995

  I am rejecting this response because:

  The business is providing false information in their response.  While all of the details of the history I have with this company are somewhat pertinent the reason for the complaint to BBB is that they came to repair my disposal on 7/3/23 and it was misdiagnosed.  The business charged me **** for the repair and the next time I went to use the disposal (96 hours later) it would not work.  If the problem was only a jam then I would not have the same problem happening repeatedly without putting anything in it to potentially cause a jam, and in this case I had not even used the device since the so called repair was made.  The technician failed to properly diagnose the problem, wasting my time and money and the business failed to correct their deficiency.  The business refuses to refund their original fee.  I would never do business with this company again since they don’t guarantee that their work/repairs will even last 96 hours.  I will spend my time sharing my story with everyone in their service area, via all known methods until my **** is refunded

  Regards,

   

  

  Business response

  07/13/2023

  Mr.

  
  We are sorry that you feel this way, but we do have a ONE YEAR parts and labor warranty. That was extended for you by 4 months on your original install. We made repairs at no cost and have readily made ourselves available to you.
  

  We did refund one diagnosis fee in 2020, waived another in 2022, and you refused to pay one in 2022 when we came to look at the owner supplied faucet.

  
  At this time, we have refunded the *** repair fee to unjam the garbage disposal, but we will not refund the diagnosis fee as it was diagnosis properly and you were given two different options; unjam or replace the disposal.  

  
  At this time, we will no longer service your property and we request that you contact a different plumber for your needs in the future.

  
  Respectfully,
  

   

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