ComplaintsforWhite Plumbing Co., Inc

• Initial Complaint

  05/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  $2263 paid for a hot water heater instillation. The techs forgot to reconnect a pipe that they disconnected and cause thousands of dollars in flood damage that the company refused to repair.

  

  Business response

  05/10/2023

  After receiving a call from Mr. ******* stating that his HVAC line was leaking and caused water damage, I sent a tech to inspect it. Exactly as the customer stated it was the HVAC line leaking.

  HVAC drain line was not glued and the weight of the line pulled it out of the fitting over time. HVAC line was not properly installed resulting in a leak.

  We did not service or install any HVAC systems. 
  Customer was unreasonable and would not accept that this is not a plumbing issue. We did not work on or install his HVAC lines. We are not responsible.

  We recommend he contact water remediation company, insurance, and the company that installed his HVAC.  This leak had nothing to do with the water heater and nothing pertaining to the water heater was leaking. 

• Initial Complaint

  05/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The service date 10.31.22 and **** worked on the job. I found a water accumulation on my front lawn and was told there was a water leak. I contacted CU to make sure it was not their connection. I called Reed Plumbing and no response so I contacted White Plumbing. They told me it would be $1800 - $2000 to repair. They said it was next to the concrete so they had to hand dig the 3 ft hole. They exposed the main water service, made the repair and tested the line. They didn't see any leaks and filled the dirt back in. When the city came to check it, they said the pipe was installed backwards and they couldn't reach it. The city called White Plumbing about this and they said they fixed the leak. When they called the city back the other day they said the homeowner never complained about it. They quoted me the max on the job. They sent me to collections. There was no room for negotiation. These people are not easy to work with and not honest. I would like White Plumbing to pay for the repairs and restore to an operating function.

  

  Business response

  05/02/2023

  I believe there is some confusion on the part of Ms *******.  We did quote her an estimate of $1800-$2500 and the bill was exactly that, $2500.  We did make a repair and it was corrected and covered up as detailed in the invoice. She refused to pay for the services for 3 months until I told her it was going to collections. Then she paid including the fees. Now she is claiming there is an issue with the irrigation system which we do not service and I have let her and City Utilities know that we are not licensed for any issues with irrigation and she will have to contact and irrigation specialist for this. I do believe she also had some mud covering the pit which is normal due to settling since it was such a muddy mess from the leak that we repaired. She did not pay for return trips for this service and considering the difficulty to get payment before, we are not willing to do business with her in the future. 

• Initial Complaint

  01/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Dec 23 My daughter's pipes froze. We called several plumbers but decided on this one. This company told me they did not charge an hourly fee just the flat fee. They told me it takes and hour I said ok. They guy came and only worked 20 minutes and most of the time he was talking on his phone. He went to the kitchen sink and another call came in and he again began talking on the phone. He was about to leave and he demanded $460. I said I agreed to a flat right so I am not paying. He threatened to call the credit bureau on me. He did not complete the work he promised to do so I said I was not going to pay him for work he did not do. He said if I wanted him to stay it would be an extra $350 on top of the $460, On Jan 10 my daughter received an invoice that quoted prices for services we did not receive. They also lied about the conversations I had with the plumber. They said I refused to pay which is a lie. They did not fix my frozen pipes as promised.

  

  Business response

  01/31/2023

  Mr. ****** phoned our office on behalf of his daughter to have her pipes thawed. I informed him that it was a minimum of $460 to attempt to thaw the pipes for one hour. Upon arrival he lied to my technician and stated that he had already paid the office. The tech did not double check with the office to confirm. After an hour the tech was unable to thaw the pipes and went to the customer to let him know that more would be needed to continue. He refused to pay any of the bill. He handed my technician $50 cash and told him not to give it to the office, that it was only for him. He spent a great deal of time on the phone with me arguing about the charges. He then asked me to send it to collections, which I did. The tech did give the cash to be applied to the bill and shows the credit. 

  We do record our calls and I can have our software company pull the recording where he was informed of the one hour $460 minimum if he would like to continue to press this matter. I have attached the clip of the call/date and duration of the call showing that it is recorded. It will take some time for them to format the recording to be heard outside of our software login but it can be done. 

  He has been turned over to collections and all payments will need to be made to them including their additional fees. 

   

   

   

• Initial Complaint

  12/05/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Six months ago, the company did some work to our home. The work was not done properly and has caused damage to the home. They sent us a bill and they didn't provide an itemized bill. They are also claiming they did work that another company did. I reached out to them about the work and damage, they offered to rebuild it.

  

  Business response

  12/05/2022

  We have already spoken to Ms. ***** this morning regarding the issues.

  1. She has an unpaid invoice for work in September that she has not paid and is claiming that her tile contractor did part of this work. We have attached the invoice for the work with notes of what was installed. She has a description of work done and the **** fixtures we provided at her request and installed. We do not itemize parts for any customer. 

  2. The water damage issue from April is another issue entirely and was completed in April. 
  

  The water damage she is referring to was completed by a former employee. We have already taken responsibility for the damage, contacted our insurance and made a claim. It is our understanding that they are working with her to remediate the damage. The owner should have caught the damage much sooner since it was well outside of our 30 day warranty window. However, we did try to correct the issue but it was far more than we had anticipated. 

  It was not my understanding that she was upset about any of these issues but merely working toward getting them resolved. 

   

  Customer response

  12/06/2022

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

  Thank you for the quick response.  Attached is the ***** receipt where I personally purchased all 3 grab bars installed in the shower. I personally provide these to the tile company, and they installed them and can provide photo evidence if needed.
  There is a 4th “bar” in the photo that the handheld shower is attached to, I have attached similar **** handheld shower and trim kits with prices from the **** website. $309 for handheld shower $105 for a trim kit and $33 for a cartridge. Total $447.  While I understand there is a markup on products during service, this would be a 250% markup. I do believe we are being taken advantage of with a bill of $1564.06 for these parts. Therefore, I am requesting and itemized list of parts. I don’t need every “nut and bold” priced out, just the bulk of the $1564.06 in parts for invoice #*****.

  
  Invoice #***** is from a job completed at an entirely different residence; this invoice was paid in full at the time service was rendered. I have spent a lot of money with White Pluming recently.

  
  As for the extensive damage caused by the work completed in April, I have received no communication about insurance claims or next steps. I also contacted White Pluming on 12/5/22 to let them know the sink is still leaking and the hot water is not working in this same area. We have had ********, and a cabinet company come to survey the damage and are receiving those quotes.  If White Pluming would be so kind as to reach out by phone, email or text and let us know what we need to provide for their insurance claim to get this remedied and get the saturated situation contained before the mold makes anyone sick, that would be ideal.
  
  
  
  Sincerely,
  **** *****

  

  Business response

  12/08/2022

  Ms. *****,

  We have completed an audit of the parts listed on the job and did discover that parts from a previous job were doubled on this invoice. We apologize and have updated the invoice. The bars were installed by White Plumbing but the 2 on either side of the shower head were provided by the customer. Those are not included in our charges.  We provided the handheld shower and grab bar, a **** cartridge and a few other assorted parts. Thank you for letting us know. It is never our practice to intentionally overcharge the customer and we want to make this right. 

  I have also reached out to our insurance company regarding the water damage again and someone should contact you today. If they do not please let me know and I will give you their direct number. They are normally very prompt regarding these matters. 

   Please accept our sincere apologies. 

• Initial Complaint

  04/28/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Man, this is a doozy. I've been waiting for two months for this company to get back and fix the job they left half finished. They were hostile, aggressive and are now demanding we pay for services they didn't finish. Even their office staff has been hostile, going so far as to call me a liar when I explained there was problems with their work. I own a business, and despite promising me they would be there on time, pushed my schedule out multiple days, they didn't follow the instalation instructions as agreed upon in the original arrangement and the instalation doesn't even work. We even caught the site boss telling his employees to leave it half finished. Now they refuse to even fix the problems. The site boss also yelled at us, blamed us for his unprossionalism and threatened my wife... I would give this company a wide berth

  

  Business response

  04/29/2022

  Customer has been contacted and All issues have been resolved with the customer. 

  Customer response

  04/30/2022

  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  11/24/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We had hired this plumbing company to do some work for us. We first hired them to install a faucet for us in our kitchen. The work was to be done the week of September 12th. The company came at first to do work in the kitchen but the person who came out to do the work didn't do the job and left shortly after being there. I was never invoiced or contacted by the company for the work not being done or needing to be rescheduled. Since the work was not done, we hired another company to do it the next day which we have bills/receipts for. We did reach back out to this company a few days later to install a bathroom faucet for us. I am being charged now for work in the kitchen that I ended up having to have another company do. I have reached out to the business about a billing adjustment for the time and work that was recorded but never done on the kitchen but this company refuses. They say they will send it to collections if I do not pay. I should not have to pay for services that were not provided to me. They also will not come finish the work in our bathroom that I have said I would pay for until this issue is resolved.

  

  Business response

  11/24/2021

  We have spoken with Mr. ****** many times regarding this issue. 

  Mr. ****** called for an after hours call to install faucets. When my employee entered the home their were sick individuals inside which was not disclosed before arrival. Our employee felt uncomfortable and called his supervisor who instructed him to leave. Mr. ****** then offered to pay my employee under the table which is a violation of our employee handbook and would have been grounds for termination for my employee. My employee disclosed all of this. Days later Mr. ****** called back asking for us to install more faucets. He never mentioned that we had been there previously. I sent the same employee there and he did install the faucets as requested. I billed Mr. ****** for the call during after hours but reduced the fee from our after hours rate of $135 to $90 as a courtesy.  

  He called back some time later telling us it was leaking but the invoice was already past due and I refused to send a tech again until he paid the outstanding invoice. He refused. I can provide email correspondence and voicemails of the call if that would be beneficial. We are not willing to reduce the invoice or the fees. 

  Mr. ****** informed me today that he had both filed a complaint with the BBB and spoken to his attorney. Hours later I received this complaint. I have uploaded as many of his emails as this system will allow for today. 

  Thank you for your time and consideration of the matter. We would be happy to enter into mediation regarding this issue.

   

  Customer response

  12/03/2021

  White Plumbing Co keeps making these claims, to deflect from the real issue and main conflict which is, “White Plumbing Co DID not do the Job which they claimed they did. I have proof that THE JOB was done by another company the next shortly after. Since White Plumbing Co person who claims he did it came and left shortly after 

  
  

  Note: Non once called, updated, or any kind of paper work was given to us WHY because NOTHING was done. No one called us back about it or to explain why he left nor to reschedule. So i called another company to actually Do the job which they claimed they did which is “Kitchen Faucet install" 

  
  

  I later called them to work on the bathroom  faucets, which they messed up as well.  I asked for the plumber working for White Plumbing Co for the bill for the bathroom faucets he said it will be emailed to you”. This was a bit aued since normally i pay on the spot. I  later fired why, they wanted to side-rail me and add a job to the invoice and  TAKE my money for something they did not do. Thats the main issue. 

  
  

  
  

  Let it be noted to all Customers and the BBB:

  Again as stated, i will pay for a job they did ‘which was done incorrectly’ but will not be THREATENED nor FORCED to pay for something they did not do.  As no ONE would pay for something that was not done, I will not Pay for a JOB THEY CLAIMED THEY DID AND WILL NOT PAY ANY INTEREST FEE on a JOB THAT DOES NOT EXIST. I will Pay ONLY for the job they ACTUALLY did. 

  
  

  My Experience with White Plumbing Co and how they have handled thier work on my property and how they have dealt with me the customer 'this case’ makes me CAUTION every one: 

  

  Business response

  12/07/2021

  The consumer has added no new information to his claim. We have tracking records to show when/where our vehicles are and how long they are then. I can show that we were at him home on both days and have already addressed the other information. We have nothing new to add.

  

  Business response

  12/08/2021

  Mr. ****** phoned our emergency after hours tech on Sept 8 for installation of a sink. When the tech arrived the residents were all wearing masks and coughing. Mr. ****** did not disclose this prior to the call. The Tech felt uncomfortable and installed one sink but the customer asked for 2 more to be installed. He asked to pay him under the table to stay but our Service Manager was aware and told him to leave and go to another call. The Tech mistakenly quoted regular hours rate of $90 to the customer instead of our after-hours rate of $135. We honored the $90 price and charged him for one hour. 

  On Sept 13 Mr. ****** asked us to return again to install faucets. The Tech returned and installed 3 faucets and they were not leaking when the tech left. He took a photo. We billed Mr. ****** for one more labor hour and the parts (3ptraps and 1 supply line) needed to install the faucets. 

  Mr. ****** has not paid the invoices and late fees are accruing. If not paid by Monday Dec 13 we will send to collections per our 90-day late policy. 

• Initial Complaint

  07/15/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I used there service. They said that if I replaced my garbage disposal that would fix my problem. Finally got a new disposal. Called them due to the fact my sink still wouldn't drain. Had an appointment. Even though the lady who answered the phone said it was a few days pass there 30 warranty. I get up. At the time they are to be here. The lady calls and says that after talking to the technician. There not coming. Due to the condition of my house and that they can't chance there auger getting stuck. To do what they have to do would be another 320 an hour. I told her everything that her tech told me wasn't happening. He stated that using my washer would back up. Due to having tree lines in it. That doesn't happen. Everything else works. Goes threw the same line. Then she started saying that I'm out of warranty period anyway so there not coming. I need a different company. It was ok day before. Now not. And more money.

  

  Business response

  07/28/2021

  Ms. ******** contacted us after her 30 day guarantee had expired. I scheduled her for the next morning. The next morning, the technician informed me of the conditions of her home and plumbing which caused us to catch our drain cable inside. We pulled out dead mice and other disgusting debris. We could not risk using the auger again and the tech explained to me that he had told her that we would have to jet it if we had to return. With that new information I called her to let her know that he was on his way BUT that this would not be covered and we would have to use the jetter which is a $325/hr fee. She refused to pay more. I rerouted the tech and cancelled her service.  She stated she would get a lawyer and I suggested she find another service company to assist her. 

  We record all of our calls so I am happy to provide this conversation transcript.

  No refund will be given or further service rendered. 

• Initial Complaint

  07/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I hired White Plumbing to fix low water pressure in Tub faucet. The plumber lied to home office on what happened. He told us a piece of plastic was the problem. He then said it took him two hours to find the piece of plastic and then broke it when he put it in. It was at this point he told us we needed a new valve because the one we had was "cheap". He told home office he told us this info from the start and we refused a new valve. That is a lie! He only told us we needed a new valve after breaking the plastic piece. I told him I did not want the top of the line valve but wanted it fixed. He replaced the valve with another "cheap" valve, cut into my drywall, and the problem was not fixed. Now the company says I got what I asked for. The plumber is telling home office a lie about what happened. $700 later I have the same problem. I do not fell I should have to pay for any of the faucet repair as I was lied to and the problem is still not fixed. Very dissaponted!

  

  Business response

  07/16/2021

  We were hired for the project.  There was valve that needed replacing.  We told him we had one on the truck and the price of it.  He wanted a cheaper valve and we told him that it will cost more in labor to drive around and find a cheaper valve.  He would have saved @ $200 if we did not have to search for the part he wanted.  The part we got did not work, due to the cheapness of the part.  When you have to put in a shower valve, you have to cut into the wall.  He did not want to hire a carpenter to fix it.  Now he has a hole in his wall.  We did everything the customer asked on this project.  We will not provide a refund to the customer.

  Customer response

  07/19/2021

  Complaint: ********
  
  
  I am rejecting this response because: This business is absolutely lying! They did not tell me any of this information until after they broke the part. The plumber came and told us it needed a new part. That was all he said. He never once said it was cheap and should be replaced until he broke the part. That is when I told him "I did not want the top of the line valve, just wanted it fixed." He also did not even have the part on his truck like they are saying. The whole story from them is a lie and my faucet is not fixed. The plumber the company sent did not know what he was doing and they are trying to put the blame on me the customer. This business is lying.
  
  
  
  
  Sincerely,
  
  
  ***** ********

  Customer response

  07/27/2021

  No, they refuse to acknowledge any wrong doing or make any amends.  They keep lying about how the whole transaction took place.  I guess they win and I have to pay.
  

*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. ↩