Complaintsfor5 Star Plumbing

• Initial Complaint

  07/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had Five Star Plumbing replace the plumbing in my basement and install a shower between June and December 2022. The plumbing was installed in a decent amount of time and cost me $10,000, which is a fair price and there is nothing wrong with the plumbing as far as I can tell. The issue is with the shower, it took Josh from five star plumbing around 2 months to install this shower. After the installation of the shower, he had to make several trips back out to my house to fix problems with it such as the shower door not staying shut/sliding back open. It is July 2023 and the shower door still isn’t closing properly, I’ve been in contact with Josh about it multiple times over the past few weeks and he is still telling me that the part is on order. The biggest problem with this shower and the reason I’m seeking help is that the shower is leaking out onto my floor through the wall. It ruined the paneling and the trim around the shower and it looks like black mold is forming. I’ve asked him about this and he changes the subject or just ignores text messages, the one time he did acknowledge it he asked me “what do you want me to do” and I asked him to try running some caulk around the seam, he did but it didn’t do anything, it’s still leaking. What can I do about this? I paid $4,000.00 for this shower and it doesn’t work properly. I can provide receipts, screenshots of text messages and multiple progress pictures/video of his work

  Business response

  11/02/2023

  Joshua E***
  Wed, Nov 1, 9:59 PM (10 hours ago)
  to me
  
  In regards to ** ********* *ssue regarding his shower doors, the doors were installed to manufacturers installation instructions. We have gone on numerous occasions to adjust the doors only to return within weeks to readjust again. I sent ** ******** the reviews on his shower doors which were not good, with other homeowners experiencing the same issues. I would be more than happy to go to his home and make another attempt attempt to solve this issue.  I've spent time trying to find replacement doors to fit the shower but the only other style that would of fit have been discontinued by American Standard.  ** ******** is free to call and schedule at his convenience. 

  Customer response

  11/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

  Josh, the business owner did show me the reviews of the door that he recommended to us after they were already installed and I agree that they are not good reviews, when he recommended them to us, I’m assuming that he did no sort of research on them either. Josh has texted us multiple times since I filed with the better business bureau and said that he would be out to “try to make things right”. The one time that he actually came out to the house and spent 5 minutes running some silicone caulk inside of the crack where the floor/wall of the shower meets, he let me know that he knew that we reported him to the better business bureau. This whole shower/plumbing ordeal has been going on for a very long time. I feel that he has no intentions of fixing anything and he is simply trying to run out the time on the “1 year warranty” that he gave us on the shower. We also recently discovered that the shower itself is not level which is what’s causing the water to run towards the wall/corner of the door and making it easier for the water to run out through the wall and onto the floor. After some tinkering with the doors, I was able to adjust the clips myself and now they are staying shut with no issue, the big issue here is all of the water that comes out of the wall and onto our bathroom floor. 

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

  Customer response

  01/16/2024

  Josh from five star never did anything to make this situation right. I haven’t heard from him since October. The shower is unlevel and that’s why it leaks, the door will not stay closed so we have to prop something up against it to keep it closed while someone uses the shower. Our wall is rotted out where water was leaking through. The plumber has no intentions on fixing anything. I had a second plumber come in for a second opinion and he recommended to take the shower out and completely reset it, it’s been months since I’ve filed this complaint and nothings happened. 

• Initial Complaint

  04/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  5 Star Plumbing came out to snake a clogged sewer line and put in minimal effort and claimed he had to dig to fix the issue. Then, once we agreed to his proposal, he jerked us around for a month not returning our calls and showed up one single time to saw cut the concrete sidewalk - all of about 15min of work. Then, after damaging our sidewalk, he never returned and never called back after several attempts until I left a poor review on BBB. Then, he texted to say he would return to fix the sidewalk that he damaged. Now it has been weeks yet again without a solution. Also, he lied in his response to my BBB review. My business partner and I did not take several days to accept his dig proposal - he wrote our email address down wrong and we never received it until we called, yet again, to follow up with him to get it corrected. Also, he misleadingly says "we were not able to dig last week and spoke to you about it". This is purposely omitting the several weeks before and acting as if we were delayed a single week when in reality it was over a month. Then, he pretends that we rejected an offer for him to return to patch the sidewalk that he destroyed when in reality we have been patiently waiting for this supposed repair to occur. At this rate it has been several weeks - AGAIN - with no action.

  Business response

  04/22/2023

  As seen in the text screenshot, we reached out to inform that we would be moving equipment to the property,  at which time we were told they went with another company. We offered to repair the sidewalk at our cost. Later that evening we recieved the email from the BBB with ** ********* complaint, well after offering to patch the sidewalk, contrary to his claim. Also attached are the phone records showing that his claims of phone calls being ignored are also false.

  Customer response

  04/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Once again, 5 Star Plumbing cannot help themselves from lying. See my 'Screenshot 1' to prove that I received a BBB automatic response email on 3/22/2023 at 9:48AM to my original BBB review of 5 Star Plumbing. Of course, considering the length of my review and thought I put into it, I started writing it probably around 9:30AM. At best, his initial text at 9:42AM was purely coincidence that he even sent it at the time I was submitting my initial BBB review. I have a suspicion that when I submitted the review it triggered him to text and say that he was coming. Either way, his text screenshot that he provided shows that his offer to repair the sidewalk at 9:52AM was clearly after I had submitted my initial BBB review. So, there is the proof of 5 Star Plumbing lying again. Then, consider the fact that his own screenshot of our text conversation proves that we responded with "Thank you." to his offer: "Well get up there and patch the sidewalk at our cost". This is clearly us agreeing to the offer to repair our sidewalk. So thank you 5 Star Plumbing for providing the proof of both parties agreeing to the sidewalk repair at 5 Star's cost.

  Once again to be very clear, the physical PROOF to everything I am saying is that they have still not returned to repair the sidewalk! This complaint dates back to 3/22/2023 and as I write this it is 4/26/2023. 5 Star Plumbing can try to dance around the facts all they want but in the real world my sidewalk remains damaged and the offered repair has never materialized. I will not be gaslighted by these shameful business practices.

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

  Business response

  04/27/2023

  Attached are the records of when the BBB emailed me the original review on March 22,  2023 at 8:18 pm and opened by me at 8:28pm. I received the times front ******** at BBB. The texts to ** ****** were approximately 8 and a half hours earlier before learning of him filing a review/complaint with the BBB. ** ******* has made numerous defamatory remarks in these complaints against my business and me personally which have been proven false by the email records from the BBB,the screen shots of the call records showing his calls answered and/or returned in a timely fashion. ** ******* was never charged for any work performed. Also I will be contacting the borough to inform them when the sidewalk will be replaced as I believe they actually own the sidewalk and not ** *******.

  Customer response

  04/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

  I do not have control over when people open their emails - my review was prior to any knowledge of any text conversation taking place as I stated previously. 5 Star Plumbing may not have been triggered to respond by my review submission to BBB, that is fine and does not change any of the timeline of physical events.

  As in, if 5 Star Plumbing is proud of the following actions, no amount of arguing is going to remedy this situation and this business should be ashamed of how our interaction transpired:

  1. Showing up to a building with a sewage backup issue flooding the basement and, in my opinion, not putting in real effort to clear the obstruction (opinion based on the fact another plumber later on unclogged it in 45min).

  2. Taking weeks on end from the time we agreed to dig up the sewer line to ever show up again (all while sewage is still obviously backing up into the basement).

  3. Showing up one time to cut open a concrete sidewalk, never to return.

  4. Giving the contractor special "we will be there this week" several times without coming through when we followed up after the sidewalk was cut open. We were very patient during this time.

  These are the facts. Here we are, close to 6 weeks after my original complaint and the sidewalk remains cut open. My hope is that 5 Star Plumbing follows through on their latest statement of contacting the borough to fix the sidewalk soon.

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

• Initial Complaint

  11/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had Josh from 5 star plumbing come to give me an estimate on fixing a backed up water line. He gave me a verbal estimate that he would dig up my sewer line and replace it that was approximately 40 feet all for the sum of $3,500.00. Once he started the job he said my town borough told him he was not permitted to dig up the road and he could only dig behind my house that was 10 feet x 6 feet deep x 2 feet wide. He busted my gas line, then busted my water line and told me he would take care of it. When everything was complete he charged me $3,000. I paid him in full. I asked him for my invoice and warrenty he said he would send it to me. I thought this was a lot of money for what he did but paid because I did not want conflict with the man. I waited almost a week and he still never sent me an invoice or warrenty. I text him to send it to me and that I was not happy that he also left my ground open which is a hazard for kids in Neiborhood. I also was informed by the Point Marion Borough that he never talked to them. I text him that he lied to me but got no response. I told him he over charged for digging up 10 feet for $3,000 when he lied to me about talking to the borough and original estimate was $3,500 for aprox 40 feet. He finally sent the invoice. He charged me $450 for the gas line repair and $99.78 for the water line break, and $195.00 for a video inspection that he never did. After texting back and forth he came to my house the next day filled in the hole and gave me a check for $549.. I asked him to dig up the rest of my sewer since he lied about the borough and over charged me for only digging up 10 feet and that I was not responsible for him busting my gas line or water line. I told him this is not enough for what he over charged me and would not give me a resolution. I gave him a choice to either finish the job or give me back a portion of what he did not dig up and to give me a warrenty. He said I dont need a warrenty and left.

  Business response

  12/19/2022

  ** ****** was provided an estimated price to repair her sewer issues for $3500, which she accepted after having 2 other companies at her residence previously.  In the course of excavating on her private property, her gas and water service line were damaged. ** ****** was informed of the damage and agreed to pay for the materials needed for repairs only with us providing labor for free. After the sewerline was repaired, the waterline was repaired and backfilled, leaving a section of the trench open for the gasline repair, which was subcontracted out and paid by me. ** ****** was charged $3000 for sewerline repair and the damaged service lines materials, which were agreed upon. After the gasline was repaired we were delayed in returning and backfilling. ** ****** requested we return to backfill and for a copy of her invoice, which we provided with a breakdown of all charges. At that point she requested a refund on materials for the repair of her service lines. I agreed, even though I know she agreed to pay those and she demanded that the hole be finished back filled and her refund check delivered the next day. I arrived at her home and backfilled and attempted to give her ex-husband the check when she came out screaming at me and demanding more money even after she finally accepted the refund she requested. I also have the text messages saved where she requested a refund for service line materials, which she recieved by check and cashed the same day. In my opinion this matter is resolved.

  Customer response

  12/26/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* *nd have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  ****** ******

   

  I do not agree with 5 star plumbing details of the complaint filed.  I did not agree to pay for any labor after this company busted my gas and water line and then charged me to fix it.  I never agreed to his so called ok to be finished with the job when he lied about excavating  to the outside water line which is across the road  which was never done, which means job is not completed.  In addition he does not have any text from me agreeing to accept the refund for the job to be completed.   He never completed the job and want a refund of $1,500.00 with a warranty or I will file this with a magistrate.  He was never fair or honest with me and I do not accept this as an agreement to settle complaint.  

• Initial Complaint

  08/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contracted 5 star plumbing, Inc to rough in plumbing. Took him over a year to complete...had his work assessed by other plumbers. Their opinion was his work was sub par. He has no insurance.

  Business response

  08/04/2022

  ** **** contracted my company to rough in water and drain lines which were completed in 2021 per signed contract. ** **** is free to call our insurance company, Nationwide Insurance at ************ to verify there has never been a lapse in our business or commercial policies.

  Customer response

  08/05/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  ******** ****

• Initial Complaint

  10/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired the company to use a camera to look in underground drains. There was one section he could not access until it was dug up due to a 90 degree turn. I paid him in full and he was to come back when it was dug up. He was also to give us a bid on fixing broken pipes he found and doing the digging on that. After many phone call I was able to set up a date for him to come. He never showed. I called several more times with no luck. My wife then called with a different phone number and he answered. We set up another day and he never showed again. We just want him to do what we paid him for.

  Business response

  01/05/2022

  ** ******** *ired my company to video inspect the drains, we inspected the lines and gave him an estimate to repair sections. After a few months we were contacted to reinspect a section that we couldn't get through the 1st time, that ** ******** *ad dug up. After 2 scheduling problems, we went to ** ********** home and reinspected the section he requested free of charge, as there were no agreements to return to the property to inspect the piping again .

*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. ↩