Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/10/2024

  Type:Billing 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.

  Best Plumbing sent a plumber to my Condo to check for Kitchen Faucet and Shower Head. The plumber ****** diagnosed the issue saying the valve needs to get replaced for shower and changed only the shower head. For Kitchen faucet, he did not even resolve the issue. He never called me to discuss the issue and I get an invoice of $260 for diagnosing the problem with 2 hour of labor charge. When I called the office and talked to Supervisor, he denied to do anything with the invoice.

  Business Response

  Date: 09/13/2024

  ****

  On June 4, 2024 Best Plumbing received a work order from the management company responsible for the condominiums in the ************************** community on behalf of the ***********************
  
  The work order specified work to investigate the tenant of Unit C312 concerning two issues. Shower is getting too hot and Low water pressure from the kitchen faucet.
  
  Our plumber investigated both issues. He found that the kitchen faucet had a leak at the base and was also not properly diverting water. The remedy he recommended was to replace the faucet. With respect to the issue in the shower, the plumber determined there was a mixing issue that would require replacing the tub valve to resolve.  It was determined that the issues were uncommonand accordingly were the responsibility of the condo owner.
  
  The owner of the condo was not present during the plumbers visit. The tenant was present but did not have the authority to approve repairs. Best Plumbing was only authorized by the management company to perform the inspection and to recommend   any needed repairs and to determine whether the problems were common or uncommon.  
  
  The management company issued the work order and was billed for the service. Customarily, management companies will convey the findings to the owner of the condo. The owner in some cases has their own vendor who they prefer to do their work. In cases like this, either the condo owner or the tenant raised the plumbing concerns to the management company. The management company hired Best Plumbing to investigate the issues and to determine whether the problems were common or uncommon. Common problems are the responsibility of the *** while uncommon problems are specific to only the individual condo and the responsibility falls to the owner of the condo. In this instance the issues were uncommon and the responsibility and/or decision to make the recommended repairs was for the owner of the condo to make.
  
  Best Plumbing performed the service at the request of the management company and billed the management company for the service. The complainant apparently was back-billed for this service by the management company on behalf of the *** since the issues were uncommon and only affected the complainants condo. 

   

  Customer Answer

  Date: 09/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  Few things that the plumbing company missed out to provide the response on:

  1. If there was a problem with the Bathtub valve, why did they replace the shower head and charged me for that.

  2. As they stated, they only diagnosed the problem for the two issues. How can they justify spending two hours on just diagnosing the problem even if they charge .5 hour for transportation. Which customer is willing to pay $260 for just diagnose problems with 2 faucets.

  3. They stated the tenant did not give the authorization for shower replacement. Myself as a landord did not give authorization either to replace the shower head.

  I do not think charging $260 to just diagnose they issue when they did not even access any pipes behind the faucets since they did not cut any sheetrock is reasonable. I am willing to pay $100 for this but $260 is not fair. 

  
  Regards,
  
  
   

  
  

  Business Response

  Date: 09/17/2024

  While we stand by the fairness and accuracy of the charges presented to our client for this service, in the interest of good customer relations ******************** will issue a credit to the management company as an accommodation to the complainant as follows:
  
  .5 hr *************** $55.00
  1 Shower Head                22.55
  Sales Tax                                3.02
  Total Credit                      $80.57
  
  This brings the cost down to our minimum charge for a service call.