ComplaintsforA2B Plumbing & Heating Ltd.

• Initial Complaint

  24/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  A2B did a renovation to my bathroom. A2B performed very bad unprofessional work. The painting is bad. The drywall is bad. A2B promised to replace a door. This was not done. A2B promised to install a vanity light. This was not done. A2B promised to install a large square mirror. This was not done. A2B installed an outlet above the vanity at the wrong height. A2B did not replace the bathroom fan or relpace the towel rack or replace the cabinet above the toilet as promised. A2B promised to install a Maax Halo shower enclosure with a sliding door, but without my consent hired a contractor to install a cheap glass enclosure with a swinging door. The shower has large gaps where water leaks which will cause damage, and it is a small bathroom, so the bathroom door can strike the glass shower door creating a safety hazard of shattered glass. A2B also moved my washer and dryer. They said it would cost $1700.00 to move, but once done added another $1778.00 for a total of total of $3478.00. They did extreme damage to my walls when they moved the laudry and did not repair the damage. They even added hundreds of dollars fior dryall that is a complete disaster in 2 rooms. A2B damaged a ceiling tile in the basement and would not replace it, so I had to go get one and put it in myself. A2B told me that the renovation would take 2 weeks, but it took over 6 weeks and is a mess. A2B lied to me about the shower and and never informed me of their decision to change to a high quality Maax Halo enclosure with a sliding door, to a cheap "custom" enclosure with a swing door. The swinging door is completely inappropriate for this small bathroom. It is a safety hazard and it leaks. Overall the bathroom renovation is terrible. The workmanship is shoddy. I have paid over ****** for a terrible renovation which does not add any value to my home, and A2B is threating to send it to collections to get another $6000.00 from me. It will cost me thousands to take out the shower and install Maax Halo.

  Business response

  27/06/2024

  
  I hope this message finds you well.I am writing to bring to your attention a troubling situation that has arisen during our ongoing project at ***************
  Regrettably, we have encountered instances where work completed during the day has been intentionally tampered with overnight. For example, after applying silicone on a particular day, we returned the following day to find that it had been removed.
  Today, ************** sent a video which surprised us. We are unsure why he took such actions, but they have resulted in damage to the paint, plaster, and silicone, which reflects poorly on our company.
  This behavior has significantly disrupted our workflow and compromised the quality and progress of the project. It not only causes delays but also impacts the overall outcome of our work. Despite these challenges, we have completed the bathroom professionally.
  Regarding the complaint on BBB (Better Business Bureau), I will address each issue comprehensively.
  
  1.I hope this message finds you well. Regarding our recent project at ************** we completed each step with meticulous attention to detail. After finishing the drywall and painting to our high standards
  2. Regarding the light above the vanity, there was no electricity wire present. After discussing this issue with **************, he agreed to a refund of $90, which resolved the matter.
  3.Regarding the fan for his bathroom, I advised ************** against replacing it due to concerns about asbestos in his house. The existing fan was functioning properly. As a result, I refunded him the $85 cost of the fan.
  4 Regarding the towel holder,we did not initially agree to install it for **************. We purchased an item we intended to install, but he did not approve of it. We requested that he provide his own towel holder for us to install.
  5.The cabinet above the toilet was not originally planned for installation.
  6.Regarding the shower glass, ************** changed his mind multiple times.Eventually, the glass was installed by the contractor. On completion day, after we left, he returned home and began making excuses to withhold final payment.Initially, he claimed dissatisfaction, and later cited a small gap between the door and the wall, which is necessary for safety reasons to prevent the door from sticking.
  I was present at the final inspection with ****************** and they confirmed that the installation was done correctly and there were no issues.
  7.Regarding the outlet above the vanity, A2B did not install a new outlet or move the existing one. The outlet remains in its original position and height.
  8.Regarding the shower glass, ************** changed his mind multiple times.Eventually, the glass was installed by the contractor. On completion day, after we left, he returned home and began making excuses to withhold final payment.Initially, he claimed dissatisfaction, and later cited a small gap between the door and the wall, which is necessary for safety reasons to prevent the door from sticking.
  The washer and dryer installation is a separate job as indicated on the invoice. The labor charge for this work is $1,700, in addition to the cost of parts and electrical work and tax. Everything is clearly itemized on the invoice. ************** may try to create confusion, but all details are included.He could receive multiple invoices for different stages of the project, but the total price remains unchanged from what we initially communicated to him.
  
  He raised concerns about safety and leaks due to this gap. If safety and hazards were paramount, why didn't he report asbestos on his property and insist we work quickly, despite our advice to remove it properly?
  Since completing work at ****************** house, I have been experiencing persistent coughing.
  There is still a significant amount of asbestos present in ****************** house, which was not reported or tested before we began our work.
  
  9. Regarding the laundry room wall, we requested ************** to remove it so we could access the rough-in for plumbing. After completing the plumbing work, he requested to pay extra for drywall installation without plastering. We did not charge him extra for this service, as detailed in the statement outlining all costs, including GST.
  10. Regarding the door, ************** requested that we not replace it because he plans to renovate in the future, and replacing the door now would result in a color mismatch with other doors. Instead, he asked us to install a shelf,which we agreed to do.
  
  I deeply regret the time and effort expended on this customer. ****************** disrespectful treatment towards myself, my team of technicians, and our helpers has been profoundly disheartening. Despite our extensive efforts to accommodate him, including providing complimentary installations, he continues to refuse payment for our services. Furthermore, he has resorted to creating misleading videos to avoid settling the labor costs owed.
  ************** is refusing to pay and has damaged the walls,doors, or ceiling to create fake videos in an attempt to avoid payment. This behavior is unfair and unethical. It is not right to damage a business,especially one that has never received even a small complaint, in order to get something for free.
  Unfortunately, encounters like this jeopardize our business. Providing everything for free would not sustain our operations, considering the costs we incur such as insurance, taxes, rent,vehicles, and employment expenses.
  I sincerely hope that other businesses do not encounter customers like **************. Running a business requires fair compensation for services rendered to maintain sustainability and quality service.
  If you have any questions, I am more than happy to provide answers. The total outstanding amount is not just $6000, but $9068.60. This includes $6070.85, plus an additional $2997.75 for extra labor and parts. Expenses covered removal of asbestos and additional work, such as extending the shower base to properly adjust the drain connection due to challenges encountered during the project.
  Thank you
  ****************
  

  Customer response

  27/06/2024

   
  Complaint: 21890768
  
  I am rejecting this response because:

  A2B Provides no proof of the claims. I have ample proof of terrible work by A2B in videos on ******* which I have provided to BBB. I have text messages from A2B showing many of the broken promises. Did A2B get permits for their work? Did they test for asbestos? Does their work meet building codes? To suggest that I sabotaged my own home is slander. Did I make the drywall crooked. Did I ever give consent to change the shower from the Maax Halo promised to me to a leaky shower with a swingiing door that hits the bathroom door. Did I change one of the pot lights so it does not match the others. Did I sabatage the dryall? I have text messages from June 3 where I complained about the drywall and a host other problems that were never resolved. Did i install the crooked toilet? Did I consent to not having the bathroom door changed and the vanity light not installed? Does A2B have any evidence of any of their claims? At the end of the project I have evidence of asking for all the issues to be resolved and was told in writing that nothing would be fixed unless I gave them ******* more which eas what they claimed as the entire balance. I have evidence. They have allegations and slander.

   

  Documentation of the failure of A2B Plumbing to acceptably complete the agreed upon renovation of my home at *******************
  
  
  
  
  
  CEP 950 <****************> Thu, Jun 20, 8:28?PM (7 days ago)
  
  Reply
  
  to a2b_plumbing
  
  
  
  
  
  
  
  Bathroom:
  
  
  A2B Plumbing promised by text message to install a "Maax Halo" shower enclosure with a sliding glass door which A2B said would be "exactly as shown in the picture". Instead A2B, without my knowledge or consent, hired a shady contractor to install a leaky "custom" enclosure with huge gaps allowing water to spill out and create damage to my home. The shower door is not a sliding door, but rather a swinging door which in my small bathroom can easily be struck by the bathroom door creating a safety risk of shattered glass.
  
  
  A2B Plumbing promised by text message to install vanity lighting. None was installed.
  
  
  
  A2B Plumbing promised by text message to install a large square mirror. Instead A2B, without my knowledge or consent, installed a round mirror.
  
  
  
  A2B Plumbing promised to install a new door. None was installed.
  
  
  
  A2B Plumbing verbally promised to install a new bathroom exhaust fan. None was installed.
  
  
  
  A2B plumbing removed the old bath towel holder and did not install a new one.
  
  
  A2B Plumbing installed drywall and paint in the bathroom. The work was extremely substandard, and has been documented with photos.
  
  
  A2B Plumbing broke one of the pot lights in the bathroom and installed a new pot light that does not match the others in the room.
  
  
  
  A2B Plumbing reinstalled an existing electrical outlet over the vanity which is at a different height than the other receptacles in the room, and is much higher than normally seen.
  
  
  A2B Plumbing committed that the bathroom renovation would take two weeks. After over six weeks, A2B Plumbing declared the renovation to be "complete" despite all the deficiencies and bad work noted above.
  
  
  
  Laundry:
  
  
  In a separate quote A2B plumbing agreed to move my washer and dryer. This was done successfully, however, two large sections of drywall were badly damaged, and not repaired. 
  
  
  Home Key:
  
  
  On June 20th, A2B Plumbing promised to return my house key. This was not done, forcing me to change the locks.
  
  
  I have now lost all confidence that A2B is capable of performing the renovation acceptably, and have begun to seek quotes to remediate the bad work done in my home. Most notably, the shower is not at all usable and will cost thousands to replace the enclosure with the one promised to me by A2B plumbing. 
  
  
  
  *************************
  
  ****************************************************************
  V5K 2P1
  
  
  June 20, 2024
  
  Sincerely,
  
  *************************

  Business response

  08/07/2024

  here...We've already addressed the points from your previous message. ****************** recent actions, including posting a damaging video online, unfairly tarnish our company's reputation. Upon reviewing the video, it became evident that it was heavily edited, portraying damage to materials like paint, silicone, and plaster that were in good condition upon completion of our work. **************, who is skilled in handy work, seems to have deliberately misrepresented our craftsmanship.
  
  
  
  Regarding the shower glass, ************** requested multiple changes, including a preference for a black-framed enclosure. We contracted ASCM company to install it, and they did so correctly. However, we haven't been able to verify any gaps as ************** hasn't been responsive to our attempts to contact him. Despite our efforts to schedule visits to address any concerns, he hasn't allowed us access. It's concerning that he may have been planning to withhold payment from the start, as evidenced by his meticulous documentation of messages and changing decisions on-site.
  
  
  
  We also want to highlight that our team devoted 40 days to ****************** project, covering technician labor, parts, and other expenses, which resulted in significant financial loss due to project extensions. Despite our best efforts, ************** is now seeking to reject the $9,000 payment that remains outstanding, which we believe is unfair.
  
  
  
  Furthermore, ****************** behavior towards our team has been disrespectful, with instances of swearing and unfair treatment. Despite this, we maintained professionalism and continued efforts to resolve issues through text messages and attempted visits until he decided to withhold payment.
  
  
  
  Additionally, our proof includes the invoice already provided to BBB, demonstrating the services rendered. The video ************** created himself appears to show fabricated damage to the shower and bathroom, which is unjustified grounds for withholding payment.
  
  
  
  We remain committed to resolving any issues amicably and request prompt payment for the completed work.
  
  
  
  Best regards,
  
  
  
  A2B plumbing & heating
  
  
  
  
  

  Customer response

  08/07/2024

   
  Complaint: 21890768
  
  I am rejecting this response because: 

  This response is all lies. I am taking A2B to court. I have proof. They have lies and no proof.
  
  Sincerely,
  
  *************************

*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. ↩