Complaints

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• Initial Complaint

  Date:05/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 04/04/ 2023, Cruikshank Plumbing estimator, Randy, provided an estimate for bathroom tub and faucet replacement in the amount of $1650. In my discussion with Randy of the estimate on 04/04/23, he confirmed to me that the estimate includes faucet installation, but estimate says - no trim/tech term for faucet/ installation. Because during removal of a bathtub on 05/12/23 rotted floor was discovered, installation of new bathtub and faucet was postponed until 05/25/23. The plumber demanded a payment of about $535, which we paid. The plumber from Cruikshank Plumbing had bad attitude: he refused to install the new faucet that I bought, and lied to us that the shot -off wasn't working. Later my husband went under the house, and turned off water using shot-off valve. When I called Cruikshank Plumbing on 05/23/23, I found out that instead of 1/2 a day, installation was scheduled for a whole day. I asked for estimator to come out. On 05/23/23, Randy came out, and his 2nd estimate was for $2500 for same bathtub and shower/ faucet installation, Randy also included a trip for trim installation /actual shower head and faucet/, and that $2500 on top of $535 for bathtub removal paid previously. Randy also refused installation of bathtub faucet that was used in that bathroom before, or to use another standard faucet from Lowe's, but insisted on installation of faucet Cruikshank Plumbing had in stock. Randy wrote in an exact wall thickness as a condition for correct shower/ faucet installation in 2nd estimate. When I asked, Randy didn't provide recommended wall thickness from installation instruction of the shower/ faucet they intended to install. Randy also didn't provide details for price difference in 1st and 2nd estimate, instead Cruikshank Plumbing canceled installation appointment. Cruikshank Plumbing deceptive sale practice is to lower estimate through omitting part of work to be done using technical terms, and enticing customers to work with Cruikshank Plumbing.

  

  Business Response

  Date: 06/02/2023

  On 4/4/2023 we did provide Ms. ******
  with an estimate. This estimate was done by Randy who has been a plumber with
  our company for over 20 years. As Ms. ****** states in her complaint, the estimate
  clearly says that it does not include trim or finish work, this cannot be done
  on the same trip as the bathtub and valve installation as it would require tile
  and drywall work to be done first. Ms. ****** approved the estimate and called
  in to schedule the work. We arrived on 5/12/2023 to do the work as approved in
  the estimate. Due to the condition of the home, discovered upon removing the
  existing bathtub, we were unable to complete the estimated job. We advised the
  customer of the issues and discussed that we would need to return once the
  floor had been replaced and the wall had been framed out for a valve. The
  plumber also discussed additional charges as the scope of work had changed. Ms.
  ****** agreed and asked that we do more work when we returned that was not
  included in the estimate (see attached invoice under Work Summary). We charged
  Ms. ****** for the work completed that day at our regular hourly rates as
  detailed in the invoice attached. Ms. ****** scheduled a return trip for
  5/25/2023. This was scheduled for a full day as it would take a full day to
  complete the tub installation, valve, and the extra work discussed and noted on
  the attached invoice that Ms. ****** signed off on. Ms. ****** called in
  5/23/2023, two days before the appointment, to complain that she did not want
  the same plumber to come out and that she did not want us scheduled to come out
  for a full day. We were confused by this given her satisfaction with the
  previous trip. She requested that we send Randy out to go over the job which we
  did that same day for free. Upon arrival, it became clear that Ms. ****** did
  not think she should have to pay for the additional work as discussed and
  documented on the previous trip. She was expecting us to do work that was
  clearly not included in the original estimate at no additional charge. Randy decided
  it would be best to put something in writing as it did not seem that the
  customer understood that we would have to charge for the additional work not in
  the first estimate. Randy advised that the valves the customer had onsite were
  not going to work and were of a poor quality. He explained that he would
  include one of our stock valves in the new estimate but only charge her for it
  if we used it. Randy also discussed with Ms. ****** doing the rest of the job
  time and materials at a “Not to Exceed” price. He felt this was best since it
  was unclear what all Ms. ****** would expect us to do, and she did not seem to
  understand the first estimate. It is clearly stated in the new estimate that we
  would just charge for time and materials for the rest of the work. She did not
  approve the new estimate. Her response to the estimate made it clear that she
  did not understand the estimate, scope of work, or the conversation she had
  with Randy the day prior. I felt it would be best not to do any further work
  for Ms. ****** as she made it obvious that she did not trust our Plumbers or understand
  the estimate. I advised Ms. ****** that she would be best served to go with a
  company that she felt comfortable with.
  Ms. ****** stated we demanded payment
  from her for the work we completed, this is not true. The plumber onsite did
  request payment for work completed that day. She not only paid but scheduled a
  return trip. She also signed off that she accepted the work completed and
  understood that there would be additional charges as shown on the attached invoice.
  Ms. ****** also stated that the
  plumber that did the work, *******, lied and had a bad attitude. This plumber
  has been with our company for over ten years. He would have no motive to lie
  and does not have a bad attitude. He takes great pride in his work and was
  under the impression that Ms. ****** was happy with the work he had done that
  day.
  Ms. ****** also accused us of having
  deceptive sales practices by quoting a lower price and omitting work using
  technical terms. We want our customers to understand our estimates, which is
  why we clearly list out what is included and not included in our estimates. We
  always encourage customers to ask any questions they may have before agreeing
  to the estimate. It benefits us and the customer to be on the same page. We use
  the wording “trim-out or finish work” in estimates quite often, never intending
  to confuse or deceive anyone.
  I apologize for the lengthy response,
  but we take any complaints very seriously. We pride ourselves in doing quality
  work and find the accusations made to be to be unfounded. I have included the
  invoice Ms. ****** paid that has the explanation of the charges she paid. I am
  not sure what billing adjustment can be made as Ms. ****** only paid for the
  work done and does not seem to dispute this.

  Customer Answer

  Date: 06/02/2023

  I am rejecting this response because: I stand by my statement that Cruikshank Plumbing have deceitful sales practices. As I stated in my complaint, Cruikshank Plumbing 1st estimate of $1650 didn't include installation of faucet and shower, which they called "trim" in the 1st estimate, while 2nd estimate was for $2500 after I paid $535 for removal of old bathtub, which almost doubles 1st estimate, but only difference is a trip to put in "trim", faucet and shower.

   

  Regards,
  
  
  
  ***** ******

  

  Business Response

  Date: 06/27/2023

  The "explanation of charges" is fully explained on the attached invoice copy, it explains that we only charged for the portion of the work that was completed, which the customer signed off saying she was satisfied.  As far as a "billing adjustment", since we only charged for the work completed we can only assume that the customer is asking for some sort of refund, if that is her intention she needs to make it more clear how much of a refund she is asking for and why she feels she should receive a refund since she only paid for work that has already been performed.

  Customer Answer

  Date: 06/28/2023

  I am rejecting this response because: The company never provided itemized explanation of 1st or 2nd estimate. 1st estimate of $1650 for incomplete installation was worded out that Cruikshank Plumbing that not responsible for installation of tile or tile trim. The 2nd estimate was $2500 after $535 paid for removal of old tub: which makes tub and shower valve installation $ 1115; and installation of "trim",10-30 minutes job, actual shower and faucet, and a shower/ faucet combo $1385. Both plumber and estimator from Cruikshank Plumbing refused to install a shower/ faucet combo that was installed and was working just fine in that bathroom before, as well as 2 other standard shower/ faucet with valve combos that I bought, coercing me to buy shower/ faucet combo from Cruikshank Plumbing, never providing cost of that combo. 

  on 05/12/2023, a plumber from Cruikshank Plumbing unnecessarily removed all surrounding tile from the walls around bathtub, making remodeling more expensive. After consistent deceptive statements from the plumber and the estimator coercing me to agree to unnecessary repair and replacement of water holding tank, and shot-off valve, and shower/ faucet, Cruikshank Plumbing gave me blown out of proportion 2nd estimate, and back out of the job when I questioned 2nd estimate. Yes, I believe that they owe me a refund and explanations.

  Regards,
  
  
  
  ***** ******