Complaints

• Initial Complaint

  23/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  360renos renovated my main bathroom; the reno started on March 7th and was finished in early April. There was a problem with the sink faucet. The flow from the hot water tap was very low and the stopper didn’t work properly. Their plumber, ***** ******** didn’t say anything about the faucet being defective, so I understood that the low water flow was a water conservation measure. I recently posted a review of the faucet on ******** ********* website and was informed that the faucet was either defective or there was an installation problem. So his plumber had put me in a difficult situation- if ******** ********* plumber determined it was an installation problem I would be charged for their visit. If 360 renos looked at the faucet and found it to be defective, they would charge me for the visit. I chose to have ******** ********* plumber to look at it but advised 360 renos what was going on and gave them the opportunity to let me know if they wanted another approach taken. He ghosted me and gave no response. My handyman was in for other reasons and offered to look at the faucet. He determined the plumber had kinked the waterline in two places, restricting the flow. He reduced the kinking but advised that it would return and the faucet would likely have to be replaced. The AS plumber offered to look at the faucet and agreed that both issues were installation problems. He has placed piping over the kinks to prevent their return and repaired the stopper. 360 Reno’s’ contract claims to provide a workmanship warranty and I expect them to reimburse me for my handyman’s invoice but I sent an email to them with the invoice and have received a message that there is no such email account. It is the same email that is still on their website and I believe that he has blocked my email address, preventing communication.

  Business response

  08/12/2022

  Our customer was absolutely correct that the installation of the new vanity faucet supply lines and drain pop up were not completed correctly as part of the bathroom renovation project and was not noticed until a few months after the project was completed.

  The customer attempted to contact my business via e-mail and unfortunately we have had major I.T. issues with our company's work email not working properly and therefore we were not receiving customer's emails.

  Our customer sent two emails and received bounce back replies that the email address was incorrect and she felt that we were ignoring her. We wish she had simply pick up the phone and called us as we would have responded.

  The customer had her handyman and ******** ******** review the installation, correct the deficiencies and the vanity faucet and drain pop are now working correctly.

  360renos reimbursed the customer the cost of the invoice from her handyman and she felt this was satisfactory.

  Thank-you,

  **** ***** 360renos.ca

  Customer response

  08/12/2022

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 18457471, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

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