ComplaintsforR. A. Guinner Plumbing Co.

• Initial Complaint

  08/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  April 2018 , I hired Guinner plumbing to install all plumbing rough in for a new bathroom. I paid them aproximatly $6,000.00. I did not mind paying so much for the job because my friend told me that the are the best and I assumed there would be no future problems and they would back up their work if there was a problem. I found a problem from a cracked pipe that they had installed, causing mold growth and ceiling damage. I called Guinner Plumbing on a Monday Aug 2, 2021. I was told that I would get a call back on Tues. Tueday I was told they could come out the next Monday. I did not want to wait one week for them to look. I sent pics via text showing that the pipe was cracked through no fault of mine and I asked for a $500. reimbursement for the repairs. I texted again on Thurs. asking who I could talk to about a $500.00 reimbursement and I was told to expect a call by the end of the day. I received a call from Kevin and he would not back up his work. Refund $500.00 please.

  Business response

  08/06/2021

  Thank you for contacting us.  In response to the complaint, we understand the concern, however the facts provided by the customer are incorrect.  The customer called the office at the end of the work day on 08/02/2021 stating he had a slow drip from a drain pipe in the ceiling and had the piping exposed.  We asked the customer to send us a photo so that we could get a better idea of the issue.  The customer did send photos after the office was closed.  We reviewed the photos immediately the next morning (08/03/2021), It appeared from the photos that the pipe had been impacted at the top by an outside force. He stated it only leaked when he used the sink.   We took into consideration the customers concern, determined that since it only leak when used, it didn’t appear to be an emergency and were able to move some jobs and make an opening in the schedule for the following Monday morning.  The customer was not happy with that time frame and wanted someone that day, which was impossible without disrupting already scheduled customers as we were actually booked for over 2 weeks. We apologized and again said that we would get someone out on Monday.   The customer then stated he would get someone to fix it and charge it to us. He contacted us again on 08/05/2021 and stated we needed to send him $500.00, wanted to speak with someone about a credit and sent photos again.  Our office replied that we would have someone call him.
  

  Our Master Plumber did call the customer as promised that evening and explained that we were happy and willing to help in any way and that we had made room in the schedule especially for him. We explained that it was important it be investigated by one of our plumbers and our concern is that PVC piping generally does not crack without cause.  Since the original work was done over 3 years ago, it was imperative to investigate and diagnose prior to the pipe being removed.  Unfortunatley, once the customer removed the pipe and made a repair, there was nothing we could do to identify weather this was a defect or if there was an outside circumstance causing the damage.  We explained that although we empathized with the inconvenience of waiting a few days for a plumber, we were doing our best to properly provide service.  We also explained that we could not send $500.00 with just a demand, without an opportunity to diagnose and proof of damage or explanation.
  

  Our position in this matter is that the work we performed was done over 3 years ago, was tested and had been in operation without problem since that time, we were willing to stand behind our work and provide service to the customer as quickly as possible and he refused. The customer did not give us the opportunity to see the damage or make a diagnosis and proceeded on his own without regard to the process and failed to provide any supporting documents.  The customer clearly states in his own complaint that we communicated, offered a day and time to send a plumber and that he simply “did not want to wait”.  Therefore, we do not feel we are obligated to send the customer any demanded amount. We believe we have acted in good faith and did everything we could have reasonably been expected to do.  The customer refused.  

  We sincerely regret that the situation turned out the way it did and wish we would have been allowed the opportunity to assit.

  Sincerely,

  R.A. Guinner Plumbing Co.

  Customer response

  08/06/2021

  Complaint: ********
  
  I am rejecting this response because:My facts are 100% correct.Guinner Refuses to take responsibility for their work.

  In my 72 year old house, the only pipes that leak are the  3yr. old pipes that Guinner installed for $6000.00. I did them a favor by getting this job done.

  Guinner expected me to live with mold, dust and no sink for a week before they would even come look at it.

  I expected better customer service and Guinner apparently is not willing to stand behind their work. I understand

  that Guinner has the right to investigate their mistake thats why I sent them pictures immeadiatley without being asked.

  Guinner did the initial work, they should own up to their responsibility.It is not unreasonable to ask for $500.00 for the plumbing, ceiling repairs and inconvienience.

  Guinners refusal to reimburse me for anything shows they really don't care about their customers.
  
  
  
  Sincerely,
  
  ***** *******

  Business response

  08/09/2021

  We are sincerely sorry that the customer feels this way.  However, our position remains the same based on the facts. 

  The original work was done over 3 years ago.  Our standard warranty is 1 year from completion; however, we were willing to stand behind our installation and send a plumber, without question. The customer refused to allow us that opportunity.

  
  It would seem to be a reasonable request that in order for us to assume any responsibility, there would need to be a professional diagnosis and physical inspection of the pipe. Since the customer refused both, we were only able to review through his texted photos. I have attached photos with markings for your reference.

  Our decision was based on taking all factors into consideration such as, the original project (3 years ago) was a considerable amount of piping and work, in that time there have been absolutely no problems until this one small section. In our opinion, if this was an installation error, the pipe would have leaked upon testing, which it did not, or soon after, not years later.  Also, the customer claims the pipe was leaking from the bottom. From what we can see, we believe that to be incorrect. The positioning of the lettering on the pipe and the point of impact would appear that it was leaking from the side or closer to the top of the pipe.  You can see screws penetrating the floor in the area of the pipe from above, as well as wood that seems to be split as if something from above had pushed it out; this would be indicative that a nail or screw had grazed or damaged the side of the pipe as originally expressed to the customer.  There are also no photos of where the pipe was removed, which would have allowed us to see and determine what would have caused such damage to the pipe.  

  We believe our position is fair in that the customer is making a demand of money without providing any documentation from a licensed plumbing company that did the repair, stating the cause, or providing us the damaged pipe itself as well as denied us the opportunity to investigate and repair.  We also believe that we made every effort to provide service to this customer to the best of our ability.  

  As an act of good faith and because customer service is extremely important to us, if the customer would provide us with the requested documentation and section of piping, we would be willing to discuss a reasonable resolution, if in fact the piping was defective without outside influence.  We find this to be a more than fair and a reasonable response considering all of the facts.

  Customer response

  08/10/2021

  Complaint: ********
  
  
  I am rejecting this response because: I have already sent six pictures on the first and second day after I called you of each step of the removal and repair of the faulty pipe that you installed. You had all week to come inspect yourself but you never showed an interest. Rather you leave me with my living room ceiling open smelling of mold so you can come and look at your own leisurely time. I paid the plumber for his work and replacing my pipe and all materials have been disposed of. I have recommended this company to others and I will no longer do so and I myself will never use this company again.
  
  
  
  
  Sincerely,
  
  
  ***** *******

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