ComplaintsforK & S Plumbing Services

• Initial Complaint

  11/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am resubmitting this because my initial request was sent to *******, **. At present my issue is with the company K &S Plumbing. This complaint is regarding the lack of services rendered by ***** Plumbing after charging additional money outside of the home warranty. The company is located in *******.This will be objective, but I have to say upfront this company is a nasty piece of work. K&S Plumbing (referred to here as KSP) was assigned to my mother's property because of a minor gas leak. ***** identified the leak on November 2, 2023, and subsequentlydisconnected the gas.To be fair, their technician came out as he was scheduled and seemed competent and pleasant. On his initial visit (November 3, 2023), he did not do anything. I guess they have to come and assess the situation first. He stated he would not be able to make it back until November 9. 2023.He arrived on the appointment day within the scheduled window.YES, KSPWAS PAID $450 THE SAME DAY THE REPAIR WAS DONE. THAT AMOUNT IS THEIR FEE OUTSIDE OF THE WARRANTY DEDUCTIBLE. So,payment is not the issue here because they have been paid the fee that they charged.With the repair done on November9, 2023, I was told thecity inspector would need to comeout with KSP before the gas could be restored and that itcould be Monday (November 13) or Tuesday (November 14). I did not hear from KSP. It was not until I CALLED THEM on Tuesday (November 14) that I was told they had not been able to speak with a city inspector. I was asked tobe patient. I called the city inspector on the same day just to get an idea about the typical process for inspection. I was told inspections are done the SAME DAY the contractor calls. I am a civilian, layperson and was able to get the city inspection office on the line on my FIRST ATTEMPT. THIS COMPANY HAS BEEN IN BUSINESS FOR AT LEAST A DECADE THEY COULD NOT GET THE CITY INSPECTIONS DEPARTMENT ON THE ***** OR BY OTHER MEASURES?As a matter of fact, I have held longer each time to speak with someone at KSP than I did for the city inspection office. Go figure.I am left to believe thepeople at KSP (technician excluded) are inefficient and HIGHLY INCOMPETENT. I spoke with the ********** ********* and Mechanical Inspector (****************) on November16 and he stated he did not know why the company was not scheduling as the city willdo same-day inspections but the contractor would have to schedule it. He said that helooked at mymother's address and there hadbeenNO PERMIT PULLED which is supposed to happen BEFORE the work is done. I explained the work HAD ALREADY BEEN DONE and that I was trying to get someone out with the contractor so that I could get the gas restored. **************** (Chief Inspector) said that I would need to advise KSP to get the permit pulled and schedule with them. THE CONTRACTOR HAS TO SET THE INSPECTION APPOINTMENT.After speaking with ****************, with some reservations, I called KSP back and was told it would get done by next week but was not given a specific date. I told Mr. ****** (KSP person) that the city would be closed for the holiday on Thursday and Friday and asked if it would be between Monday and Wednesday. I guess he called himself doubling down by telling me they (KSP) would be in the office all week but there was no exact date. Great they are going to be in the office, but the city won't be and they are the most important players here.*Also, keep in mind that I have no way of knowing if therepair was done properly because they will not schedule the appointment with the city inspector*Their reviews are horrible Yelp (1.5), **** (1.7), and C- on the BBB website. The *** should be paying attention to their ****** reviews which are very high. For the record, it remains terribly unethical and most assuredly illegal for companies to have fake/paid reviews.I've noticed that on occasion the company responds here to counter the horrid service stories/experiences endured from KSP. I would like to offer that before you respond or try to disavow anything here, check with your office people as I have spoken with ********, *******, and *************Better yet, in the time you would take to respond to this, USE IT TO CONTACT THE CITY INSPECTOR TO GET AN INSPECTION SCHEDULED so that my mother's gas can be restored. Thank you.

  Business response

  12/07/2023

  The job is finished. Passed inspection. Is there anything else we can help you with?

  Customer response

  12/13/2023

   
  Better Business Bureau:
  

  I accept this response because the job was finally completed and the gas to the property was restored after being off from November 2 Dec 1, 2023 due to sheer disregard and I have to assume some level of incompetence. While I did accept the response, I am in no way satisified with this company. There were other issues regarding this company and I will address them with the home warranty company so as to avoid the need to deal with K&S directly.

  Though I will never use nor would I ever recommend K&S plumbing, I will say their technician (*******) was very helpful and made the situation with this company a bit more palatable. Do better K&S!! Your actions in this situation were reprehensible.  

• Initial Complaint

  02/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  K&S Plumbing was assigned by my home warranty company to address several plumbing issues. I opened the work order at the end of January. The first time they came out was only on February 4. At that point the technicians caused a minor flood of water in my laundry area. They tossed some towels down, walked out side and said they'd be back in a few minutes to fix everything, but instead drove off and told my home warranty the job was done. It took three hours to clean up the mess. And about that long to reopen the ticket. Then they came back Monday morning the 7th, but weren't given complete information and so did not resolve all the issues. So they had to come back again the 10th. At that point they again had no information beyond 'recall' and so did not have the right materials. They submitted an incorrect report to the home warranty. I have been trying to work with them to submit the correct paperwork since Feb 11. They still have not done so despite repeated promises that they would. The home warranty will not move forward at all without the correct report. In the meantime, I can not use the water in my kitchen, guest bath, or laundry room. The home warranty company has also repeated reached out to them to attempt to resolve this with no success. They need to either cancel the job so another contractor can come out or submit the correct paperwork immediately.

  Business response

  03/29/2022

  Business Response /* (1000, 5, 2022/03/03) */ We are sorry that you have been dissatisfied with your experience. It appears you had a lot of issues going on in your home. Yes, it can be difficult to address a list of issues when you are trying to get it handled under your home warranty. In addition, we see where the original workorder we were sent was only for one single item, a kitchen sink stoppage. From there, items were continuously added on to the workorder, even after we had already been to the home (which is not supposed to be allowed). By the time we were out of the home, your workorder went from a single kitchen sink stoppage, which we did address, diagnose, and report to AHS. To by the end of it, you had at least four different items you were trying to have address under this same workorder. This is why there have been so many issues getting clear information to AHS as there are a slew of items listed on your workorder, half of which are not correct. As of 2/10/2022 everything was reported to AHS. Their coverage has limits and exclusions. In your case, multiple drain lines under the home need to be replaced. To do so, you portion of the expense is $1,100. If you would like this work performed, please let us know. Again, we are sorry for the frustrations and miscommunications. Thank you,

• Initial Complaint

  02/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  On Friday, January 28, a technician from K & S Plumbing was assigned to repair the toilet not flushing properly. The technician used a snake to clear the toilet which he said corrected the issue. We paid $375 for that service. The following Monday, our tenant sent a video of water gushing from the toilet sending water down into the basement where the hot water tank was located. I called K & S and after a long discussion they finally decided to send the plumber back out. That plumber couldn't determine the cause so another plumber was scheduled to come on Tuesday. That Tuesday morning, the tenant said there was no hot water. The plumber that arrived said the hot water tank has an automatic shut off when you closed to water. He reset the tank and hot water was restored. He even showed my tenants how to reset it in case this happened again. He also stated there was no foreign object as previously diagnosed by the first plumber. He said the actual toilet needs to be replaced which would cost another $400. We already paid $375 for a problem that we thought was resolved. The next morning, the tenant texted saying the hot water went out again. The plumber came back out only to say that the hot water tank was old and needed to be replaced. We were then told it would be $1800 to replace the tank. Prior to the overflow of water, the hot water tank was working perfectly. We completely understand that it is an older unit but no type of compensation/discount was even mentioned. We have called and spoken to the office manager who then to spoke to the service manager with no responsibility taken for this issue. The original service fee was only for the toilet. We have spent $450 ($75 service fee + $375) and the toilet STILL doesn't work properly and we now have to purchase a new hot water tank. We want our $375 refunded.

  Business response

  03/07/2022

  Business Response /* (1000, 5, 2022/02/09) */ We are sorry to hear that you were not satisfied with our services. I have reviewed the job and your issues and this is what I have found: I see that you were certainly experiencing stoppage issues at the home. This is confirmed by the American Homeshield workorder on which we were dispatched, as well as the technician's photos upon arrival showing the toilet stopped up and holding to the top of the bowl (see pic). He attempted to clear the stoppage by plunging and auguring the toilet without success. This indicates that there is a foreign object in the line or an excessive build up in the lines. Either of which can only be addressed by pulling the toilet. Pulling the toilet for either of these reasons is not covered under the home warranty for which we were working. As a result, you were quoted $375 to pull the toilet, clear the lines, and reset the toilet. You accepted and that is exactly what we did. When we left, the toilet was flushing properly and there was no stoppage present with the toilet. We received a recall on the toilet a couple days after we finished the work due to the toilet not flushing well. The tech arrived to the home to find that there was not a stoppage issue, but that the toilet had a weak flush. His diagnosis was that due to the toilet's age, the holes around the rim that assist in making the toilet flush properly were corroded, and therefore the toilet would need to be replaced. In hindsight, it is clear that the reason the toilet line was so stopped up is that it was being used for an extended period of time with an inadequate flush. Regardless these were two related, but separate issues. Regarding the water heater, we do not see any reason to believe that any toilet repairs we performed upstairs had any correlation with the water heater malfunctioning a couple days later. It is very evident in the photos the tech took of the water heater that it had been experience long term water damage (see attached photo). There is an extremely heavy rust presence on the heater. It appears you were quoted $1800 for the water heater install and that we did lower that to $1400 to try to accommodate for some of the inconvenience. Again, we do understand some of your frustration, and would like to help you out as much as possible but we can't take a loss on something that was not our fault. We would not be willing to refund the entire amount you paid, however we are willing to refund $150, and we are also willing to know an additional $150 off the cost of a new water heater (bringing it down to $1,250.00). We hope you feel this is a fair compromise on our end. Let us know. Thank you, Consumer Response /* (3000, 7, 2022/02/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) The toilet was NEVER PULLED up by the K & S plumber per the tenant who was at the home at the time. He only used the snake to auger it. We paid the $375 because we were told the problem was resolved which it was not. Please refund the $375 paid. We do not need any further services from your company.

• Initial Complaint

  09/21/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This company replaced a water heater for me. An employee, ******* told me in writing in an email that they could reuse my water heater pan so I wouldn't have to pay $55 for a new one. My pan was in good condition with nothing wrong with it. The technician, *******, smashed my pan and installed the water heater without any pan at all and never notified me or gave me an option of getting a new pan before he installed the new water heater. Now my water heater is not up to code and won't pass a home inspection. He destroyed my property (water heater pan) and now wants me to pay $200 for him to come fix his mistake when the company agreed to reuse my pan. I would like for the company to replace my pan that they destroyed and install it properly as agreed upon. I did not receive the service that I paid for.

  Business response

  10/07/2021

  Business Response /* (1000, 7, 2021/10/06) */ The pan has been replaced free of charge Consumer Response /* (2000, 9, 2021/10/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) They reached out to me and offered to put a new pan under the water heater at no charge. The issue has been resolved. Thanks.

*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. ↩