ComplaintsforCal's Plumbing Inc.

• Initial Complaint

  09/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 8/17/24 we paid $399 to Cal's Plumbing for a video cam inspection to find the reason for the obstruction causing both bathrooms to not drain. Prior to scheduling an appointment, we asked if we would be provided a video copy of the inspection. We were told yes. During the inspection my husband saw the live feed showing a 3/4" pipe that fell down the 3" bathroom vent pipe on the roof. I took a picture of the monitor. I was emailed a "copy" of the video but was unable to open the file. I tried several times with different apps. I then called the office and asked if they could provide us a copy if we drove to the office with a USB drive. Said they could so we purchased a drive and drove across town only to have the same file "copy" provided. The file can't be opened because it does not have a dot (.) file extension identifier such as .jpeg. They also have refused to return our insurance company's calls for additional clarification as to location of the PVC pipe and how it would be accessed for the repair estimate they provided. At the very least we expect a working copy of the video as they stated they would provide and as indicated on their invoice. One that we can actually view.

  

  Business response

  09/18/2024

  We were unsure why the video file would not play for the customer. We called and attempted to go back and re-video the line to give the customer a new copy. The customer was not interested so we refunded the original invoice to satisfy the complaint.

  Customer response

  09/18/2024

  
  Better Business Bureau:
  
  We were not interested in having a 2nd video cam recording. We could not continue to wait for their direct response to our insurance carrier's request for additional information regarding their proposed repair costs. Without the requested information, the carrier refused to approve our repairs. We called in another plumbing company who resolved our plumbing problem to the carrier's satisfaction. I have reviewed the response made by the business in reference to complaint ID 22250185, and find that this resolution would be satisfactory to me. The refund currently shows as pending and no problems with the deposit are anticipated. Given that, I consider this complaint resolved. 
  
  Regards,
  
  Rachel Omalley
  
   
  

• Initial Complaint

  03/22/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Re Cal’s Plumbing invoice #39547691 On March 5 Cal’s Plumbing came to my house to repair a toilet and a leaking water faucet. The plumber replaced the toilet water fill valve - but he did not have a canister seal for it. He replaced the hot and cold stems on the water faucet – but he did not have a handle adapter for the cold stem. On the invoice he wrote: “Replaced fill valve and did not have American standard canister seal on truck. Cleaned up seal and dye tested, dye test passed but will return to replace seal. Replaced hot and cold stems for widespread faucet. Cold side is missing handle adapter upon arrival. Will get new adapter and seal and return when parts in hand. New oil rubbed bronze pop up to be picked up as well for right side.” I paid Cal’s Plumbing $529.91. Cal’s Plumbing has not returned with the parts to complete the work as promised. I have a toilet with a water fill valve missing its seal, and a non-working cold water faucet. In an email, Cal’s Plumbing said: “This work has been completed. Looks like **** was out on 03/05/2022 for service – work was completed on the same day.” I ask that Cal’s Plumbing complete the work as promised.

  

  Business response

  03/23/2022

  We are aware about the issue and are taking complete responsibility for the lack of communication to update the customer. Our office staff did not read the summary properly and did in fact show as the job completed. That staff member was pulled and sent through a retraining process on a proper debrief to catch open work orders correctly. We are having trouble locating and identifying the faucet part and this is why we have not returned for service. We have several calls out to local and national vendors to help identify and locate the part but have yet to receive an adequate response.

  I became aware of this customers concerns on 03/22/2022 and attempted to call the customer and left a voicemail to apologize for our lack of communication and explain the problem locating the part. I was not able to connect with the customer and left my personal cell phone number in the voicemail with no response as of yet.

  As of 03/23/2022 I have have sent a request our accounting department to issue a full refund to the credit card used for the partial service completed. We are able to complete the toilet rebuild and install the pop-up assembly the customer requested but unable to fix the faucet handle until we get the correct parts.

  We value our customers time and trust and it's unfortunate and out of character for us that this happened. We would love the opportunity to make this right and give the 5-star experience we are known for. Our customers satisfaction is the number one goal at Cal's Plumbing and we are truly sorry our customer didn't get to experience this on this visit.

  We look forward to hearing back and getting the service completed.

  Regards,

  Danny - Owner Cal's Plumbing

   

  Customer response

  04/06/2022

  
  Better Business Bureau:
  
  I appreciate Cal’s Plumbing’s response. The company returned and completed all the promised work, except for getting a new handle adapter, which it was unable to locate.
  
  Regards,
  
  ******* *****
  
   
  

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