ComplaintsforGlobal Plumbing, Heating and Gas Fitting Ltd.

• Initial Complaint

  08/08/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Formal Complaint Regarding Plumbing Service and Billing Dispute I am writing to express my dissatisfaction with the recent plumbing service provided by Global Plumbing Company. I find the approach taken to be unprofessional *** ******* *********, and I am requesting a refund of $1500 CAD.Date of the Transaction: July 7, 2023 Amount Paid: $1725.70 CAD Nature of the Dispute:Ineffectual Repairs: On July 6th, I reported a water filter seal leakage issue and to Global Plumbing. The plumber, *** came on July 7th. The repair conducted by him was ineffective, as the seal continued to leak even after he replaced the water filter. The original filter's impurity filtration component which he mentioned should be replaced was not removed, causing the continued issue. The kitchen water filter remains unusable.Excessive Repair Charges: *** arrived around 10:30 on July 7th and completed the repair by 1:30 PM, including 45 minutes travel time. However, I noticed an exorbitant labor fee of $715 CAD on the invoice, along with additional charges for travel time and emergency service. The labor fee is not reasonable for a such basic water filter replacement work.Material Fee: Global Plumbing charged $675 CAD as a material fee including 2 water filter and 2 valves. The the **** *** ******** ***** WATER FILTER retails individually between $80 CAD to $100 CAD. They refused to provide receipts, citing bulk procurement. The material charges seem inflated compared to retail prices for individual items.**** ** ************ ** *********: The quotation process lacked transparency. During the inspection, *** verbally mentioned a lower cost around 700 CAD, but later he insisted on installing two water filters instead of one filter of our former placement without proper explanation. The final quote significantly exceeded the initial estimate.Resolution Requested:I request a refund of $1500 CAD ** ************ * * * 

  Business response

  10/08/2023

  Hi ***,
  This is global plumbing office manger I just discussed your email to our service manager and he talked to the plumber who did your work.
  I heard both side story.
  The total work cost is $1643.00 and you asking to return $1500 it means $143 for total work is done at your house how did you come up with this number ?
  Our out call to visit our client is $150 for first an hour for regular hours .
  I talked to the plumber and he said the old filter was leaking and shut off valves not working and replacing that with new one and you agreed with that and he quoted you $750 to complete the work including parts and labour .
  We would like you to be happy after all and the best we can do charge original quote $750 plus new outside tap which is $100.00 including the parts and labor.
  Your total is $850.00 plus GST and we can return that to your email .
  Please lease let us know ,
  we hope we can settle with what we offered otherwise you do what is best for you .
  We have helped so many customers during our business period and we make sure they are happy and we will make you happy too after all.
  Also you can talk to any other pluming company and tell them about that and see what they quote you 
  For numbers of hours and parts we use there and we honour that .
  I see you already talked to BBB regarding that if you send the email to us to solve that why you had to contact them .
  If you decided to settle for what we offer let us know otherwise we can settle that with BBB .
  I am still hoping we can solve that in a mutual satisfactory ending for both way .
  *********************,
  Global plumbing service manager 

  Customer response

  15/08/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************

  I do not accept the final charge of CAD 850 plus GST as proposed by your company. The reasons are as follows:
  Firstly, I contacted your company for repairs due to a leak in the water filter of the kitchen water purifier. Your initial quote was CAD 750, which included services such as replacing the kitchen foot valve, dismantling the old water filter, and installing new components to prevent further leakage. As I mentioned in my previous email, on the day of the repair, the new water filter continued to leak, indicating that the work promised in your quoted price was not properly executed.
  Secondly, as I mentioned in my previous email, your refusal to provide a detailed breakdown of the product costs led me to discover that the prices I found in the retail market were only a quarter of the material costs you provided. In summary, your company's lack of professionalism and integrity has left me with no desire to continue our collaboration.
  Currently, only the outdoor tap and the kitchen foot valve are functional from the work you performed, as the water filter and purifier are completely unusable. The most significant concession I can make is to cover the expenses related to replacing the foot valve and outdoor tap. The total time for replacing these two components is one hour. Along with a reasonable product price (even though you continue to withhold this information) and your emergency service fee, I can offer a payment of CAD 500 (including GST). Please refund the remaining total of CAD ******* within 10 calendar days to my email at **********************.
  
  

  Business response

  18/08/2023

  To be fair for both parties We would like the customer call at least two other companies and get a quote about their cost of installation of those filter and rest of other work we did there and let us know with written quote and we honor that .
  If you think this is not reasonable then what is ?
  $750 plus GST is our final offer and the rest their payment will go back to their email for deposit.
   Customer asking for returning $1500. And left for us $143.00 for amount of the parts and labor we spend there .
  
  ***,
  Global plumbing 

  Customer response

  18/08/2023

  We do not accept this content, as I have already explained very clearly in the previous two emails. 
  Firstly, we engaged Global Plumbing because the water filter was leaking. From the time of *********** until now, the water filter is still leaking, and the issue remains exactly the same as before the repair. Secondly, the kitchen foot valve you replaced was only preparatory work for fixing the water filter leak. We fully respect the work you did in replacing the foot valve and the outdoor tap in the garden. Hence, we agreed in the previous email to compensate you with 500 CAD for this part of the work. This task took less than 1 hour. ** ******* * ***** ** *********** *** **** ***** ***** ********* ****** *** * ******* *****
  Thirdly, you convinced me to install the water filter your company provided(which I found later on the quotation exceeds the market price by four times), claiming that the old water filter and water filter components had exceeded their service life, leading to leaks and water contamination. However, you only removed the old water filter; the purification components were not replaced. I inquired about this with your staff at that time, and he stated he didn't know what that component was for. Now, the old water filter and outdated purification components are still in place, and the new water filter you installed is completely ineffective and continues to leak. I now have to find another company to remove these two parts and install them anew. *** **** ********** **** **** **** *********** **** ******
  I'm not currently seeking compensation from you; I'm simply requesting a refund of the unjustified portion of the charges. I have been very patient and understanding towards your company.
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************

  Business response

  24/08/2023

  Hi ,
  I read the customer respond and I have no intention of writing messages back a forth and we would like to make sure our customers are happy at the end .
  Even though customer were supposed to call us on July 21st after their trip to call back us and fixed their leak but they never called us back to help them.
  I am willing to return what customer was paid minus $500 plus the *** which is $25 .
  $1725.70 total received minus $525 is $1270.70.
  Hope this help us to go forward.
  Please let me know and I need customer email to return their money.
  NOTE: please ask customer to write by email no further complaint about this case and are satisfied with final results.
  Global plumbing .

  Customer response

  28/08/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  I accept this proposed resolution, which involves the other party returning CAD 1270.70 to me by September 8, 2023. The refund should be sent to the email address: **********************. 
  

  From the moment I receive this refund, I will cease any further complaints against their company. Otherwise, I will retain the right to initiate additional complaints.
  
  Regarding their mention that I did not schedule further repairs with them on July 21, 2023, the reasons for this are as follows: Firstly, due to their lack of professionalism; ********* *** ** *** ************ ******** *** ******* ** ***** ******** ***** ** ******* ***** ****** **** *** ****** ****** I do not believe it is necessary for me to continue collaborating with them, but rather, I require resorting to complaints to resolve this issue.

  
  Sincerely,
  
  *****************

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