ComplaintsforPerformance Plumbing Inc.

• Initial Complaint

  08/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Attached is a letter that I contacted the company Performance Plumbing explaining to the president about their employee who came out to my house to make a simple repair and overcharging (price gouging). Briefly, to let you know the issue. Friend of mine told me about this company so I contacted them. A repairman **** ******* came to the house to check the problem. It was my shower stall where no water would come out when you turned on the shower. The plumber, *** ******* charged me $79.00 for the trip. He did nothing and said he had to return for the part which was the valve behind the off/on dial. He wrote out an invoice and I only paid for the first visit, nothing done. Usually, the company bills a client and then gets paid. Second time he came he replaced the small valve and charged me $650.73. He made out another invoice but said during the discussion "Let's start over." So, he made out a third one and did not itemize it nor explain the charges. In checking with type of valve for the shower prices all under $100.00 or less. He did not show me the new valve or explain the charges to me. In all instances, from the short time he was here one hour exactly with installation of valve. Attached are copies of the 3 invoices he made out. I contacted the company which is the letter attached, but they have failed to respond so I feel this is a possible scam and owe me some of the money. They try to sell you the extended warranty plan which this plumber said that cheaper for me to take the plan than to pay for the valve and service which made no sense to me. Trickery. I did not want the warranty plan as his valve only covered for 1 year. I had the old one he removed and which I kept. It could have been cleaned up and reinstalled. Thank you for any assistance to make some recovery on the extreme price. Taken by misinformed customer.

  

  Business response

  08/28/2023

  Please review my attached letter addressing the complaint in addition to my supporting documentation attached.  I was unable to upload her second letter to our company and the emails she continues to send to me.

  August 4, 2023
  
  Better Business Burau 211 N Broadway Ste 2060 St. Louis, MO 63102
  
  Re: Complaint Against a contractor/company for charges.
  
  Performance Plumbing 114 south Callahan Road Wentzville, MO 63385=4782 And plumber: **** *******
  
  Attached is a letter that I contacted the company Performance Plumbing explaining to the president
  
  About their employee who came out to my house to make a simple repair and overcharging (price gouging)
  
  Briefly, to let you know issue. Friend of mine told me about this company so I contacted them. A repairman **** ******* came to the house to check the problem. It was my shower stall where no water would come out when you turned on the shower.
  
  The plumber, *** ******* charged me $79.00 for the trip. He did nothing and said he had to return for the part which was the valve behind the off/on dial.
  
  He wrote out an invoice and I only paid for the first visit, nothing done. Usually, the company bills a client and then get paid.
  
  ? 2
  
  Second time he came he replaced the small valve and charged me $650.73. He made out another invoice but said during the discussion "Let's start over". So, he made out a third oneand did not itemize it nor explain the charges.
  
  In checking with type of valve for the shower prices all under $100.00 or less. He did not show me the new valve Explain the charges to me.
  
  In all instances, from the short time he was here one hour exact with installation of valve.
  
  Attached are copies of the 3 invoices he made out.
  
  I contacted the company which is the letter attached, but they have failed to respond so I feel this Is a possible scam And owe me some of the money
  
  They try to sell you the extended warranty plan which this plumber said that cheaper for me to take the plan than to pay for the valve and service which made no sense to me. Trickery. I did not want the warranty plan as his valve only covered for I year. I had the old one he removed and which I kept. It could have been cleaned up and re=installed.
  
  Thank you for any assistance .to make some recovery on the extreme price. Taken by misinforming customer.
  
  Sincerely,
  
  v.;:: (2
  
  ****** *******
  
  2473 Eagle Forest Drive St. Charles, MO 63303 Phone: 626-284-8213
  
  Email [email protected]
  
  (Appreciate not giving out phone or email to anyone including the plumbing company)
  
  Cc: File
  
  Enclosers: Letter to the company President
  
  Copies of the three invoices the plumber made
  
  On sight.
  
  I paid $650.73 on 7-7-23
  
  I contacted Mr. Richard J. Rowles, Jr. President Performance Plumbing, 114 South Callahan Road Wentzville, MO 633854-4782 by letter of explaining the issue.
  
  Mr. Rowles has never had the courtesy to respond to the letter and he hashad ample time.
  
  Failure to receive an appropriate response to this problem of overcharge has prompted me to write directly to you.
  
  To resolve thew problem, I feel the over charge for the valve And adding the warranty that I did not want should be Service call 79.00
  
  Universal protection plan 99.00
  
  Shower cartridge (valve) 294A6 (can purchase for a lot less than this andunder $100.00. Many like it below $50.00
  
  one hour here (timed him).
  
  I would think that I should get back a refund as follows"
  
  Protection plan warranty 99.00 I did not want but told me cheaper overall to take out plan than not. Makes no sense
  
  Valve($) should get back $200.00 (exceeds costs for same type on line. I can only assume he installed a new one And not a used or refurbished one.
  
  He does not itemize the amount in its entirety to cover up. Total amount I am seeking is: $299.00
  
  Please contact me if you have any questions or need
  
  additional information.
  
  .. 1
  
  July 14, 2023
  
  Mr. Richard J. Rowles, Jr President
  
  Performance Plumbing 114 South Callahan Road Wentzville, MO 63385-4782
  
  Re: Charges on plumbing service Dear Mr. Rowles:
  
  First, I contacted your company as I need some plumbing service on my shower stall. When turn on the handle there was no water coming out.
  
  My son in law checked thinking something he could find the cause and correct it. He could not and said I needed to call a plumbing company for service.
  
  Performance was one I called and set up for an estimate And find out what the issue was about water not coming out of shower stall.
  
  Set up appointment and here Is the way it went
  
  Mr. **** *******, plumber came out and checked First Contract 53936 Date 7-3-23
  
  Marked diagnosis Basement shower won't turn on. Leak on ice box line at valve. (Not sure what the leak on ice box line at valve. (The issue was on the refrigerator was an
  
  • 2
  
  appliance job from my understanding. The plastic tube on the water line kept coming out of the part that It is fastened to the refrigerator. I guess he assumed it was a leak.
  
  The tube just would not stay in the part it hooks to on the fridge at the top. I could not get any ice but the refrigerator worked ok.
  
  (I called appliance company who came in and said he would
  
  take a look at it. He pulled out the part on refrigerator where the water tube is inserted, and then the longer tube that is attached from the outside part to the ice maker part inside the freezer He said the problem was a piece of ice lodged in tis tube and when water came in, it pushed Ice up forcing the tube out of its connection to fridge (He fixed that and no issue to $the refrigerator, works fine.
  
  Standard value rate
  
  Onthis invoice: I SC 79.00 79.00
  
  1 protection plan
  
  1 new Moen shower
  
  Cartridge I yr. war 347.13 99.00 294.46
  
  1 10% sr discount 34.71 29.44
  
  Totals:
  
  391A7 443.02
  
  Note: Return on 7-7-23 by 8:00 am
  
  Note: I wrote check for $79.00 he said to pay for service call andcancel this contract and start over"
  
  - 3
  
  Second contract 539.36 No date
  
  Standard Value rates
  
  Replace shower valve 749.00 635.23
  
  -74.90
  
  No total amount on Invoice
  
  79.00 79.00
  
  (Note: Difference in valve between first andsecond contract)
  
  3n1 contract 53936H Standard Value rates
  
  Date:
  
  7-7-23
  
  1 Replace shower valve only in
  
  Basement
  
  749.00 635.25
  
  1 misc. protection Plan
  
  79.00
  
  LO% senior discount
  
  74.90 63.52
  
  Totals:
  
  674.10 635.52
  
  Bottom of invoice
  
  674.10 650.73
  
  Also, a copy of the protection plan which I did not want but because cheaper = do NOT UNDERSTAND
  
  My children had asked me to contact a plumber to come out and Performance was one that came. Above is what 3 invoices given me. There is no explanation to the costs Charged.
  
  4
  
  They just came over and went over them and said to find out
  
  The itemized (proper and professional thing) on these items as charges for shower valves $100.00 or less in costs.
  
  These high charges are not explalned and they want a breakdown of them as they are going to reimburse me.
  
  The charges not explained to me as to why so hlghlllll
  
  If youcould enlighten me on these extreme and unexplained charges, appreciate it.
  
  My children got upset with me for not demanding of such charges.
  
  I would like a written itemized breakdown of all the charges as they are not consistent with invoices or present prices.
  
  The plumber toOld me that taking the value rate 653.52 would be less expensive than the standard rate. Rates are different so not sure where he came up with these.
  
  I saw no package or box that the valve he brought In and Installed so I only assume that it matches the one that he replaced. I am giving the one removed to my son in law as they had the work done when basement finished.
  
  I paid check #1053 for $650.73 which you cashed.
  
  • • 5
  
  We would appreciate a complete breakdown (itemize all charges, Identifiable by name, service and charge for each plus total. Mayneed to recheck prices and evaluate Charges that were charged.
  
  Also, explain the high charge for the valve which we could not find one above $100. He was here from 8 :15 AM TO 9:15 am I hour last visit.
  
  We shall await a quick response so we can resolve this matter.
  
  Sincerely,
  
  ****** *******
  
  **** ***** ****** ***** *** ******** ** ***** ***** ********************* ***** *** ** ******** ****** ************ ***** *** *** ****** **** **** **** ******* *** *** **** ** *** ** ***** ***** ***
  
  Cc; File
  
  CC Blind CC
  
  The yellow invoices are so dull barely read them.

  Customer response

  08/30/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  I was waiting for this technician to return from his vacation,  and the owner in Wentzville said would contact me after got back.   As of this date, neither has made any attempt to contact me.  I wish to pursue this and I just put into the mail today to you the information and breakdown of this scammer.    You should get next week.     He owes me money.   Do not close out yet.  I was waiting on him to return but I would think the owner would do that.   The company is as bad as the tech (so called plumber     my information should help.   Thanks
  
  Sincerely,
  
  ****** *******

  

  Business response

  09/05/2023

  Please see the attached response.

• Initial Complaint

  07/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Performance Plumbing to fix my toilet which would not flush. **** came out and shortened the chain and it seemed to work. He charged me $79, which is the service charge. Later that evening the flusher stopped working so next day I called back and told the person who answered the phone I would like to have them come back and fix the problem. The person very rudely told me that I would have to pay another service charge. Now I never had a problem paying for the work, but the problem was not fixed. So, it sounds like they are just trying to get as many $79 service charges from me as they can without actually fixing anything. I’m okay paying for the fix, whatever it is. I just don’t feel I should have to pay another service charge.

  

  Business response

  08/11/2023

   

  I apologize for the delay.  I have been unexpectedly out of the office for the last 3+ weeks.  Please see the attached response letter and documents.

  August 11, 2023
  
  BBB of Eastern Missouri
  
  Attn: BBB Dispute Resolution Department 211 N. Broadway, Ste 2060
  
  St. Louis, Mo 63102
  
  Re: Case ********* ********* ***** Dear BBB,
  
  I am disputing this complaint as being a valid B B complaint. This consumer has filed a case stating she wants us to
  
  "finish the job". I will provide all necessary p of that there is no outstanding job to finish. I am requesting that once you find that our evidence supports no j is outstanding, this complaint be stricken from our record and not reported at all. Your complaint instructions onl ne clearly state as follows:
  
  "What types of complaints does the Better usiness Bureau NOT handle?The Better Business Bureau does not handle complaints about employment practic , discrimination, or the prices charged for goods or services unless they involve misrepresentation. Also, BBBs w1I not process anonymous complaints. Complainants must provide their names, addresses and phone numbers. nerally, the Better Business Bureau does not handle cases already involved in litigation."
  
  This customer's complaint is that they are diss tisfied with our service because she states we did not finish the job and claims we are trying to get as many $79 se ice charges as we can without fixing anything. We would not stay in business just collecting $79 service call cha ges. This fee is charged to everyone on every visit unless we are performing a warranty repair, returning to c mplete outstanding work that the customer has approved, or a maintenance plan checkup. I am attaching t e actual signed invoice from the service call that states: " Flush canister short flushing master bath. Service all $79.00, Adjust chain N/C No warranty". The canister was inspected and not found to have a faulty flapp r, clogged valve, damaged flush handle, or the water level set too high. See standard of repair for the running toil t:
  
  Kohler Canister Flush Valve (Causes & Fixes
  
  Probl•m
  
  1. Kohler Canister Flush Valve kHps
  
  runn1n9
  
  Ponlblt Cause, Re
  
  F1ult} ',,pp,r R
  
  -v1.ve _... t .
  
  Clogged ••l-.
  
  L.cos, o aamageo remove dtbr1 bY ldup
  
  fu.1sti"'"'dlt -,g"'1:er or,, lac, :he '1.ush va "'
  
  Tne water t,._.,. s Reouce the l e, of \\clttr ins dt the
  
  too h,;ri tank
  
  We do not just jump to the most expensive r pair and start replacing plumbing parts unless we have tried the most economical fix first, which we did, and did not charge her for anything other than the service call fee. Refer back to Contract No. *****.
  
  I am also attaching a screen shot of *** ***** ork order history. She did in fact call us on July 12 and booked a return service call for July 18, 2023, with the sa e technician that was at her home on July 11, 2023. She was told that since adjusting the chain did not work, the next repair will most likely have a fee associated with it and there
  
  would be a charge for any additional work pe ormed. It was noted that she was not happy with this but did book the appointment anyway. She was not told t at she had to pay an additional service call fee since we were just there the day before for the same issue. That our standard company practice, since. *** ***** callee on July 13, 2023, and cancelled the appointment she boo ed with us to "finish the job" to use her words.
  
  We were more than willing to go back out th re and "finish the job". We were just honest with her upfront that there would be an additional charge to start replacing parts on the toilet. The complaint states she was "okay paying for the fix, whatever it is'\ she just did 't want to pay for an additional service call fee, which we were not going to charge her. Her desired settlement s for us to "Finish the Job", yet she is the one that cancelled us and filed this complaint the same day she cancelle the job. This complaint makes absolutely no sense. If the customer had kept her appointment, she would have n complaint because the invoice would have shown that she would not have been charged a $79 service call fee.
  
  This customer is trying to ruin our good n me with the BBB by filing a false claim against our company. There is no honest complaint here that in elves any misrepresentation, product defect, not honoring a warranty or refusal to provide service. If s. Wiese wants to contact us and set up a return visit for this toilet, she is more than welcome to. Ther would still be no service call fee charged if we are called out for the same toilet/same issue.
  
  I am respectfully requesting that this be st icken from our record and that the complaint is not shown on our BBB status as any form of a complaint As a 2012 Torch Award Winner, we adhere to the strictest of ethics and follow the same protocol giv g our customers upfront pricing and warranties on every invoice so that the consumer has no surpri es at the end of a service call, and we have them sign off that the job was done satisfactorily to avoid iss es such as this.
  
  Enclosures
  
  CAR/bs
  
  r?

• Initial Complaint

  11/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They came out to repair a toilet that was splashing up over the toilet seat. They replaced some parts, but it didn't resolve the issue. I contacted them and they came back out on 11/11/21. The plumber tested it and it happened again, but then it flushed properly. He told me everything was okay at the time and I signed off on it. Then the toilet started doing it again. I contacted them and they told me I would have to pay them to come out since I said everything was fine the last visit. They told me I would have to pay $59 to have them check it. They offer a one year warranty on workmanship. 

  

  Business response

  11/22/2021

  Please see attached documents and response from the company listed as "2021 *******".

   

  Thank you.

   

  ****** *. ****** - CFO

  Performance Plumbing, Inc.

*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. ↩