ComplaintsforCraftsman's Plumbing LLC

• Initial Complaint

  11/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  11/14/22 was the date of service. Company came out to do a home warranty call and made the problem worse. When called plumber denied any wrong doing and replied I wanted to leave the water off to that toilet but the tenants (which was my daughter and son-in-law) insisted that I turn the water back on. My issue was that the toilet had the water on prior to this company coming over to assess a tiny leak in a toilet and tightened the bolt too tight causing the crack to become worse which in turn created a bigger leak. Then they wanted me to pay the $389 dollars to replace the toilet. So basically I paid them $85 (service fee from my home warranty) to come and break my toilet making it inoperable.

  

  Business response

  07/22/2023

  Responding to Tina Chavez complaint, we responded to a Choice Home Warranty call. Choice home warranty requires a service fee from customer to be paid to the responding contractor/vendor. That is the fee of $85 Tina Chavez got charged for by her home warranty. A service fee entails a vendor to inspect problem, give a diagnostic on repair needed, report diagnosis to Choice Home Warranty and wait for authorization to continue repair or if it is not approved by Choice Home Warranty customer is given an estimate from vendor to pay repair out of pocket. A technician was sent to the home due to a leaking toilet.  The technician hand tightened a water supply line to toilet containing the leak at the time. Technician stepped out the bathroom to speak to tenant and inform him on current situation. When they returned to inspect there was a drip. Technician reinspected toilet to verify where the leak was coming from, at that point technician noticed the back of the toilet was cracked and missing a piece of porcelain. We have images to support this statement. There is no possible way this crack could have been caused by a technician tightening anything. Technician recommended replacement of toilet to solve the leak issue and submitted diagnosis to Choice Home Warranty. We are responsible of fixing the issue upon approval from Choice Home Warranty which we did not get authorization from to replace toilet. Our technician did his due diligence which was to inspect, diagnose, report and wait for authorization. 

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