ComplaintsforTaz Plumbing LLC

• Initial Complaint

  03/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Transaction date March 4th 2024 Charged by Taz Plumbing with no option being forced to pay. They came on Thursday to inspect my water heater, the tech Jose uninstalled my water heater and went over every detail that needed to be replaced before a new water heater could be installed by them. I paid a repair company to come in and demolish part of my home and rebuild it exactly how Jose told me to. When they arrived days later to do the water heater install, they decided to redo all the plumbing leading to the water heater and wanted to charge me $365 with no option to do the work myself. As a homeowner I have the right to work on my own home. They proceeded to tell me that if I did not pay the charges, they would take my water heater that I already paid for with my warranty company and they would not install it. When jose uninstalled my tank he twisted my water lines and connected them together temporarily. This one’s also part of the reason why they said they wanted to replace my pipes because they were all twisted. The only reason my pipes were twisted is because their technician Jose twisted them when he uninstalled my water heater. Dina who answered the phone, for this company would not allow me to speak, and only spoke over me the entire conversation, while her technician stood there and watched, rolling his eyes at her as he is just as surprised that I am being treated this way. I advise them that they were violating my rights as a homeowner, and I have a right to do the work myself, and they continued to refuse me to do the work saying that they were going to take my water heater if I did not pay them. I have a two month old baby and a three-year-old daughter in this home. Therefore I was left with no choice but to pay their $365 charge so that my family could have hot water after suffering for eight days with no water, please review this companies bad reviews as I am not the first person that they have done this to please do not allow them to continue.

  Business response

  03/19/2024

  In response to your BBB complaint, below are the facts and timeline of what occurred on
  this job.
  
  -On Tuesday, 2/27, late afternoon, we received a call from an AHS rep inquiring on how
  soon we could get out to Redrock. There was a customer of theirs that had a water heater
  leaking and the plumbing co originally assigned had not made contact in over three days.
  We first stated we would get someone out the following day, but due to it leaking, and the
  delay of a few days from the other company, we decided to get a plumber out immediately.
  We were out within less than two hours from receiving the call.
  -Upon arrival, we found the water heater had leaked so severely that it caused secondary
  damage to the pedestal and the drywall around it. The customer stated that they would be
  taking care of those damages themselves and the plumber proceeded with taking pictures
  of the water heater and damages to report back to the warranty co. The customer inquired
  about work needing to be done and the plumber advised about the repairs to the pedestal
  and informed them that the warranty co would be advised of failure to the water heater and
  if approved, depending on coverage, they may cover the entire replacement or they may
  only cover the “failed components”. The plumber also took the time to loop (not bend or
  twist) the lines to stop the leak, preventing any further damage to the property in that area
  and at the same time allowing water to continue to cycle throughout the house. This is
  standard protocol for a leak (temp repair) and more so for the water heater as it is being
  eliminated for the time being.
  -Diagnosis was called in and approval was received the following day (Wed, 2/28) in the
  morning. The warranty company sent the customer an email with the breakdown of the
  “NCC’s” (non covered costs) for them to approve or decline (work does NOT proceed until a
  decision is made by the homeowner, whether it be an approval or a denial of the charges).
  It was itemized, with each item and the cost. The customer APPROVED those NCC’s and
  TAZ Plumbing proceeded to order the water heater, as per approvals, within hours. The
  order was ready for pick up later that evening. TAZ Plumbing contacted the customer the
  following morning (Thurs 2/29) to schedule. The customer wanted to schedule until
  Monday, 3/4 as the pedestal still wasn’t ready. Nothing was asked or questioned about the
  charges at this point.
  -The morning of the appointment, prior to sending a plumber out, the customer inquired
  about the charges. The office proceeded to inform the customer of the breakdown, in
  which they responded “I know how the warranty companies work”. Once the plumber
  
  arrived, he was granted access and the customer went to a different area of the home, so
  he proceeded to begin working. After about 30-45 min, the customer came back to the area
  and the plumber proceeded to go over the work with the customer. At that point the
  customer became upset and he called into the office for more info on the NCC’s. The
  customer, at that point, inquired about “doing the work themselves”. We attempted to
  advise them that they had already approved the work and that the process was already in
  motion (ordering, installing, etc) and tried to inform them that they would need to contact
  their warranty co if they no longer wanted to proceed to see what options there were. The
  customer cut us off and he called his wife and said “just pay them so this can get installed”.
  She paid and the job was completed.
  -The customer references the “bad reviews” on Google, but if you look at them, most of the
  bad reviews are all Warranty Company calls in which we have no control over coverage, etc.
  In response to “suffering for 8 days”, per the customer’s request, the job was delayed. As
  stated from the timeline above, we were ready to complete the work within two days.
  The customer’s complaint is that they were “Forced to pay” with no options. The charges
  were all made aware upfront and were ACCPETED, PRIOR to moving forward with anything,
  by the customer. The home warranty offers a “cash in lieu of”, should they want to do the
  work themselves or choose their own company, so TAZ Plumbing, never, in any instance
  misrepresented anything, in any fashion. The customer was advised every step of the way
  and was in constant approval. Attached are copies of the email communication received.
  
  When the customer called with the plumber onsite, he stated “we thought the NCC’s were
  part of the tank itself”, despite the fact that it was explained, both verbally and in writing,
  what the charges were in fact for. The customer made assumptions and then wanted to
  blame everyone else for the assumptions made by them. We were upfront and honest and
  answered all questions as they came up.
  
  With all of this stated, we will not be refunding any money as nothing was “forced”,
  misleading or misrepresented.

• Initial Complaint

  03/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had called Taz This past Monday to come out on a previous estimate they had given to repair a flange on a toilet when I had contacted Taz they were no longer able to find the estimate that was made so they sent out a new tech on Thursday. I specifically told the tech the issue and I wanted the toilet to be flushed to the ground as the toilet rocks right now with the repaired flange that is on it. The tech mentioned he would be able to fix the issue he asked me how much did they previously do an estimate on it and I mentioned it was between 430 to 450 the tech continue to do the work when I went to go check to see what he was doing he mentioned he was going to use the previously repaired flange that was there and he was going to put a new wax ring and tighten and I asked him why was he doing that if they had quoted to take the repaired flange off and concrete the bolts onto the cast-iron flange every bolt the toilet down. He said what he was doing was going to fix the rocking of the toilet. The tech said that it was not possible that they would have to break the concrete cut into the main pipeline to be able to put a new flange on I told him that we did not want that I just wanted the toilet to not rock and he said he would be able to fix it for $498. I told ok since he said he would be able to fix the rocking of the toilet. The tech completed what he was doing he came and asked me to come look at it when he took me back to the bathroom he said that he was able to re-caulk it and tighten everything but the rocking will never go away but everything should be fine. He asked for payment which I gave him but once I was able to review the invoice he gave me I realized he only tightened the Falange, put a wax ring, and caulk the toilet back down. Once I was able to realize exactly what he did I called Taz and spoke to the receptionist and told her is this the cost you charge customers for a wax ring and tightening of the Falange she said yes! I asked to speak to manag

  Business response

  03/28/2022

  Good afternoon,
  
  TAZ Plumbing went to customer home in 2018 to do a sewer line job. The in 10-7-20 we sent back because customer called our office that they had pulled toilet off to unclog and where not able to put toilet back. The estimate to fix toilet was $554 but it was just a verbal estimate. We went out again 3-17-22 the technician replaced toilet wax ring and flange bolts, we also recaulked toilet and tightened loose flange. Customer agreed and signed the invoice for $498. She paid with a credit card. Customer called our office to complain about the job. Supervisor that spoke to her 3-22-22 offer to send a second technician as a courtesy to check the toilet. We went out again 3-23-22 at no charge. The technician pulled and reset the toilet using new shims. He tested the toilet and it wasn’t rocking anymore. TAZ Plumbing has both invoice that customer signed. Please let me know if you need me to send both invoices.
  
  Thank You
  Rocio TAZ Plumbing
  520-886-175

  Customer response

  03/30/2022

  I personally talked to **** the owner this morning and explained my frustration and concern. I Specifically told him had I been told that they would’ve done a toilet reset I would’ve never had them do the job for $498 but had they done what they had given me an estimate back in 2018 with the updated charge because I understand inflation is going up I would have let them do the job but my understanding is they were to fix the rocking but not with a toilet reset I explain to him when we purchased the home the toilet originally was not rocking but once the cast iron Falange  broke,  my husband put a repair flange and we were trying to take that out to use the original cast iron falange. I was told no refund would be made snd he would talk to his employee. I also told him the reason why the complaint was made is because I was told he would be in the office Friday to call me but that was never done! I understand that after today’s phone call with one he had a family emergency and he was not back into town until Tuesday had that been told to me as a upset customer I would’ve patiently waited till Tuesday but again I wish his company well and I will never use his services again as I feel this whole misunderstanding costed me $498 which I feel I should have never paid for a toilet reset as my husband could have done that. I feel as a customer he needs to better educate his employees in regards to explaining to customers exactly what their doing and as well as carry updated price sheet instead of caring ones from 2018.

• Initial Complaint

  03/14/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  TAZ was dispatched to my home to fix my hot water heater. I had to chase them around to get them scheduled despite being without hot water in the winter. When they finally showed up, they had to call to figure out how to work on my hot water heater and said it was an element that was out and scheduled themselves to install a new one a week or so later. When the date came and went I called to ask what happened and they said the part maybe didn’t show up or maybe they ordered the wrong part. A week later the element showed up and they didn’t. When they finally came to install it, they broke some things and left the hot water heater open and a mess. They told my home warranty company it needed to be replaced and stated it was a manufacturer defect despite saying initially it was an element and it working fine for 2 years. The incompetence and horrific communication is just shameful. My home warranty sent another plumber who took pictures and said it was unprofessional and an incorrect diagnosis. That didn’t stop them from telling my home warranty that the repair should only be $126 to replace a hot water heater that they broke. After over a month of waiting, I replaced it out of pocket for almost $1500. I am out all of the money due to unethical practices by this company.

  Business response

  03/21/2022

  To whom it may concern,
  
  Good afternoon we received a complaint 3-18-22. We scheduled the appointment with the customer on 2-7-22 through her home warranty called American Home Shield. The technician assigned determined that the element to the tankless had to be replace. The part was order the following day. The part got delayed  by the supply house. The customer was informed of the delayed. When the part  was recieved we scheduled the customer back on 2-23-22. The technician replaced the element, but then a new problem occurred to the tankless. The plastic housing had a cracked in the unit. The following day. The new problem was called in to American Home Shield. The technician said it was manufactured defect. American Home Shied denied for TAZ Plumbing to replace the tankless water heater. 1 week later. American home shield called TAZ Plumbing. That they where going to offer customer the cash out for the tankless water heater. The amount American Home Shield offer was $1148.20. Which per American Home Shield customer accepted the cash out. American Home shield call back if we could go back to install the tankless water heater that she was going to supply parts. We told American Home Shield that we would gladly go back without getting paid to install tankless. We at TAZ Plumbing take our customer very serious and want to have then 100 % satisfied. The dispatchers called Mrs. Goldman back to schedule her for the tankless install, per the dispatcher customer said that she had agreed with American Home Shield to take the buy out and did not want to install the tankless through TAZ Plumbing. The $126 that the customer is talking about. Is what we get paid when we do a water heater install. We do not feel that TAZ Plumbing would be responsible for addition charges, since customer took the cash out from her American Home Shield Warranty. Please let us know if you need more information.
  
  Thank You
  TAZ Plumbing
  520-886-1755
  
  

  Customer response

  03/22/2022

  The 126 was offered per your recommendation that it was a manufacturer defect after YOUR technician cracked it.  The new issue was YOUR technician’s doing.  After I wrote my complaint I did accept the cash out offer because I do not want your company in my home ever again.  You literally broke the hot water heater beyond repair and then tried to blame the manufacturer instead of taking accountability.  Further, your response contains inaccuracies.  You stated that you ordered the pet the next day and that it was delayed.  This is not what was communicated to me over the phone.  You told me that the pet didn’t get ordered until a few days later and that you may have ordered the wrong part.  Shortly after that conversation I got an email that something was being shipped to me.  The consistent lies of convenience with this company is appalling and lack of accountability is embarrassing.  At this point, you can consider this matter closed as I will be eating the outstanding cost of $400 to replace my hot water heater and call it a life lesson to never work with you or American Home Shield ever again.

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