ComplaintsforTitan Plumbing, Inc.

• Initial Complaint

  04/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Saturday March 19 I asked Titian Plumbing to come to my house for a hot water heater replacement. They provided a verbal quote. I asked if they would get a permit and install any of the additional items required. Their representative told me that I did not need to worry about it they would take care of it. I accepted there verbal quote and they replaced the water heater. Unfortunately, they did not get the required by law permit or install the required by law upgrades. I have asked them several times to get the permit and and install the required upgrades. They are refusing stating that this was not included in the quote. After the fact they created a written quote that did not include these items. They are now telling me that I have to pay additional to have the job completed.

  Business response

  04/04/2022

  Paul, we have attempted to reach you multiple times to address your concerns. As we explained previously, due to this being emergency work on the weekend, there are limited parts available and some items are still needed to bring your unit up to code. These parts were not available during the weekend due to suppliers being closed, therefore you would have had no hot water while we waited for those items. You were not charged for these items or the cost of the permit, which is why they specified on the invoice that the additional work would be detailed on a separate estimate.
  
  It's disappointing to hear you were unhappy with our service, given our technicians took extra time and purchased additional parts to adjust the standard installation of the copper line to fit your aesthetic preferences, this additional work was performed at no additional cost during emergency hours. I apologize for any misunderstandings, but our team was upfront about what work was included in the estimate and went above and beyond in providing quality work for you. If you still wish to continue with the estimate or have additional questions, please reach out by email and we can connect you to the lead technician.
  
  Thank you.
  

  Customer response

  04/09/2022

   I am rejecting this response because: Titan agreed to replace my water heater and upgrade to current standards that also require a permit.  They did not get the permit and they did not upgrade to the required standards.   They did it on a weekend and their representative provided a firm price and agreed to do get the permit, install a new water heater, and install required upgrades.  They are refusing to complete the work.  
  
  
  

• Initial Complaint

  12/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I requested a quote on pricing for new water lines to be installed in my home. I also requested a quote for a new gas line to be run in the house as well. I specifically requested I get a quote or A) PEX lines (water) installation and B) PEX lines plus gas line in the home. I received an estimate that had the two parts I requested, listing out part and labor for A, and parts, labor, and permit for B. A was for $2625, B was for $3245. I told the contractor that B was acceptable and I would like to have that done. What they did after I accepted the estimate was appear to split the estimate up and say it was two separate estimates, instead of one. This, to me, was a bait and switch.

  Business response

  12/16/2021

  Dear customer, I'm afraid I simply don't understand your complaint. You requested two estimates broken down, one for your water lines and one for your gas lines, and you acknowledge that we sent you the estimates broken down as requested. My technicians and office team reviewed your complaints, the estimates, and your contract numerous times and simply do not understand the nature of your complaint or where you got the impression that the gas line estimate included the water line estimate. You even acknowledge in this very complaint that our estimates were broken down clearly for you. Our estimate was broken into the two parts (as estimate #1 and estimate #2) you requested when it was sent to you with concise descriptions and pricing for each estimate. This system is very standard and we have never once had an issue with customers in the past misunderstanding it. This was even explained to you when you called to approve the second estimate (which was only the gas line). Furthermore, and most importantly, we sent a written contract which specifically only had the gas line repair which you approved and signed. You even had the contract for multiple days before signing it and giving it to our team before the repair. You waited until after the repair was completed to tell our technicians that you have no intention of paying. My team went above and beyond for you, even fixing two leaking valves they discovered at no extra cost for you. Frankly, we've never encountered this level of dishonesty from a customer in the entire time we've been in business. We've tried reaching you by phone and email to review your complaints again, but at the end of the day, you still signed a contract which very clearly describes what work you requested from us and are responsible for payment. Please contact our office if you have further questions or concerns regarding this work done or the amount owed.
  

• Initial Complaint

  12/07/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 1-12-19 Robo Plumbing did repair work on my plumbing, cost me $4,600. They said all work will be under warranty. Started to have more problems on 06-03-21. I called Robo Plumbing to honor their warranty, they said its a new owner now, Titan Plumbing and my warranty is the longer under warranty. So I paid $50.00 they ran a water hose and said everything is working and cleared. Started to have problems again on 11-17-21 paid $100.00 said I need addition work estimate will be $1250.00. On 11-18-21 work was done. I'm a 80 year old women and don't have a lot of money I felt like a was taken advantage of. I think Robo Plumbing and Titan Plumbing are the same company. Can you check that out for me.

  Business response

  12/08/2021

  Dear customer,
  
  Thank you for your feedback. Put plainly, we are not the same company as Robo Plumbing. Robo Plumbing (Contractor's license#800002) retired in 2019. Titan Plumbing started in 2020, we hired some of their team and purchased their phone number, but we are a completely separate entity with separate owners, licenses, insurance, etc., and this is all explained very clearly to all of our customers. Our Contractor's license is 1062191.
  
  We discounted the work and set up a very generous payment plan, which we typically do not do for jobs of this size. I'm sorry to say we are not able to provide any further discounts or refunds on this work. I apologize that I can't help you further with this issue, but we did our best to explain all of this clearly prior to you signing the contract for the work.
  
  If there's anything else we can help with, please don't hesitate to reach out.
  
  Thank you
  

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