ComplaintsforA J Bono Plumbing

• Initial Complaint

  02/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I filed a claim with First American Warranty in October of 2023. Claim number 313246425.The claim was for a leak. It was a leak under slab. They suggested we re-route pipes throughout the house to avoid the cost of having to open concrete. We accepted, not fully understanding the pros and cons.When the work was supposedly done, ******, the head plumber, told us everything was done. The next day we kept hearing this loud thrashing in the ceiling where they had rerouted water pipes. I called ****** and he said he would come to take a look. He did but said he didnt have the tools to fix it, that hed come back in a few days.He went silent. I called and texted a few times and never heard from him. I called ************* and left a voicemail - nothing. Called again and finally spoke to a woman, she didnt apologize and just said that shell call back tomorrow morning - no call.Then I got a message from ****** saying that the office would call me to schedule an appointment. Then he asked me to submit another claim so that they can come finish the jobwhich seems very shady.Ive called three more times and havent gotten a call back.I just filed a new claim with First American in the hopes that maybe theyll finish the first job. But now I have a new issue with the pressure. In reading other reviews on ****** and here, I can totally relate to those who say their voicemails go unanswered. Terrible service.

  

  Business response

  02/28/2024

  BBB - please see attached reply letter to customer's complaint. 

   

  Thank you

   

  *********************

  Customer response

  03/02/2024

   
  Complaint: 21357513
  
  I am rejecting this response until the work is done. ****** came back and explained that h*** need to come back again to finish the job. He explained everything he will do and promised itll get done the following week (since it was Friday when he came). 
  

  if I accept this response the case is closed. So until the job is done, I am not satisfied. 
  

  My elderly parents have a hard time going to sleep and staying asleep because of the loud sounds caused by the water. They used tubes to redirect the pipes but did not fasten them. So now each time we turn the water it rattles very loud. 
  

  As a side note, Im happy to hear they take responsibility and admit they made a mistake. Just wish theyd show that on the phone. The person I spoke to on the phone was professional, but cold. I told her Im really glad you finally called because *** been waiting for a call back for over two months. She completely ignored me and just proceeded to schedule the appointment. Is it wrong for me to at least expect some empathy? That kind of service falls on ************* even if this was just an employee. Employees represent your company and if they arent giving the best service to clients, how on earth would they expect to maintain a solide reputation with the community and the BBB?
  
  Sincerely,
  
  ***************************

  Customer response

  03/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have First *************************** and they sent the plumber to fix the problem. They came and did not do anything to check or fix the problem. It has been more than 4 weeks of having faucet and water pressure problem. They got approval from FA to fix the problem and they still have not come to my home to fix and they told FA that they have been working on the issue. They are lying and I want a refund of $100 and $400 for me to hire another plumber.

  

  Business response

  02/19/2024

  Good afternoon team and happy Monday, hope you are well. 

   

  Please be aware that we mail you a hard copy of the attached letter on 2/7/2024 but today we received a letter stating that so far you don't have the reply letter so please see attached for a copy of the reply letter. 

   

  If you have any questions about it please let us

   

  Best regards, 

   

  ************* plumbing

• Initial Complaint

  10/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went through my ********************* regarding my hot water heater not having hot water and only cold water. ***************** was assigned contractor. They came and did the assessment that the heater needed to be replaced. I was charge ****** of which ****** was to be for a permit . I followed up weeks later when I hadn't heard about the permit and was told by the dispatcher there that paperwork has been submitted 8/3/22. I sent a request to the *************** and received a response back 10/4/22 letting me know no application for a permit for the installation of hot water heater had been submitted. No inspector can come to my home without a permit being submitted. Also before the hot water heater went out it made a noise and since it has been replaced it makes the same noise. Sent videos and ask if this is the new normal no response.

  

  Business response

  12/08/2022

  Good Afternoon ******, 
  
   
  I was advised by ******************************* to follow this up with you, regarding the process and status claim/ permit. 
  
  Attached you will find the Original  email/application for the water heater which was submitted on August 24th 2022, typically it takes anywhere between 1-2 business day for them to respond to the application, however after the pandemic a lot of things have changed and for some cities it could take a little longer, but no longer than a week or so. 
  
  ******************** called our officer multiple times to inquire about the status of this claim to which we advised her that we were pending on the city of Hayward, during that time we tried contacting the city of Hayward but were not able to speak with anyone as we would only get to answering machines. 
  
  After a few weeks went by  ********************* opted to take the $200 credit refund (which is the cost we charge to pull the city permits for the water heater) so she can get the permit herself.  The day that we were going to refund her the money ********************* called to let us know that she wasn't able to pull the permit and that she needed our company info, which was provided to her, however she was still not able to get the permit.
  
   ****************** decided to have us attempt to get the permit again to which we still didn't get any response from the city of Hayward.
  
  Today we went to the city of Hayward to try to pull this permit on person to which they advised us that they put a new online portal to pull permits that they had stopped taking applications through email a few months back, as of today we  were able to submit an application and pay for the fee of the water heater permit and is only pending for the permit to be issued.  (Receipt attached)
  
  We are hoping that the permit will be issued by the end of the day or  by tomorrow. 
  
  
  Any questions about this please feel free to contact me via email or by calling our office. 
  
  Best Regards  & Happy Holiday, 
  
  
  
   
  *********************
  Office Supervisor
  ************* Plumbing
  p: **************
  f: **************
  w: www.ajbonoplumbing.com  e: *************************************
  
  

• Initial Complaint

  06/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filed a claim number ********* on August 26, 2021 with First American Home Warranty. First American Home warrant scheduled a repair for my upstairs bathroom shower that was dripping water. The sink refused to hold water and was also a home warranty item to be corrected. The technician came to the home and made provided a replacement part that did not correct the issue. I called the company and again stated the problem was the shower head. The same technician was sent to correct the issue. Previously he had stood in the shower to do his work. Now, he was standing outside of the shower. I was outside of the bathroom and only occasionally looked in the bathroom. The next morning when wanting to take my bath, I became aware that the technician had broken the seal to the shower door.

  

  Business response

  07/20/2022

  See attached

  Customer response

  07/27/2022

  
  

  
  

  Dear *********************,

  
  Complaint: 17462896

  
  

       **************, I am rejecting this response.  Your field supervisor ************************************* visited the home shortly after the damage to the door.  ************************************* assured me this shower door would be handled by your company.  You have not  offered a solution to the door seal being broken by your technician.  First American Home Warranty has suggested you provide me with your liability insurance company name and policy number.  Your liability insurance would supply a replacement door and a resolution to this complaint. 

  
  

  Sincerely,

  
  ****************************************

  

  Business response

  08/05/2022

  Good morning and happy Friday, hope this message finds you well. 

  Per our July 11, 2022 letter to you, our field supervisor ********************************* did a goodwill concession for this customer by a replacing lavatory sink pop-up assembly, a retail cost of $246.00 that was not covered by the customers home warranty. 

  Our field supervisor, *********************************, is denying the customers allegations that he agreed to have the door gasket fixed. Till now we have yet to see and/or received any hard evidence from the customer supporting the said allegations, all we have is the customers word. 

  I have attached a picture of the magnetic strip the customer is alleging we broke,which according to my field supervisor appeared to be old and brittle at the time of his visit.  On top of the already $246.00 goodwill, we have already provided here is what else we can do to help this customer.  According to Walmarts website they sell 75 of Flexible magnetic strip for swing shower doors for $27.34 and without any supporting evidence that we created the alleged damage, strictly as a goodwill once again, we are willing to provide the customer a check for the sum of $27.34.   
  
  Best regards,
  
  ************* plumbing
  
  

  Customer response

  08/16/2022

   
  Complaint: 1746289
  I am rejecting this response because:

            

           This response from ******************* is not a resolution to the problem.  I am requesting the Owner, *************************, provide his liability insurance information and claim number as suggested by ********************************** of  First *********************** ****** of the **************** Both First American Home Warranty and ***************** Plumbing Company had field representatives visit the home and access the accuracy of the damage. 

    

  Sincerely,
  
  ****************************************

  Customer response

  08/17/2022

  
  

  
  

     ************************* 

  
  

        Yesterday, Tuesday, August 15,  I became aware that ********************************** is an officer in the ******************* Plumbing Company.  ******************************************* is the president of the ******************* Plumbing Company. This information is located under Contractors License ***************** ********** of ******** Affairs Contractors State License Board.  It also appears as if the plumbing license for Mr. *************** is inactive and not able to contract at this time.  The personnel of this plumbing company are said to be listed under other licenses.  The young man that replaced the shower head did not have a plumber license.  He said he was from ******.  He left a dishwashing job to do plumbing.  

  
  

       This company does appear to have ********* *********************** with  *************************** and the umbrella ********** Hathaway Home State.  When speaking with ********** ******** Home state Insurance there does not appear to be any liability insurance associated with this company. 

  
  

  Sincerely, 

  
  

  ****************************************

   

  
  

  
  

• Initial Complaint

  12/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 2nd, 2021, I contacted My Home Warranty to initiate a claim for the water heater and hall bathroom. The hall bathroom has low water pressure on the downspout faucet of the shower. The water heater went out on 11/21. I was unable to open a claim with My Home Warranty at that time. I contacted a local Plumber to repair. The Water Heater is working now but needs replacement. On December 6th, ************* Plumbing ******* inspected the bathroom tub spout. He was unable to repair siting he did not have the appropriate part for replacement (aerator). During his inspection he turned the water off to my home and turned it back on. He did not remove the spout. He wiped under the tub faucet with a paper towel and showed me the micro size calcium deposits that were collected on the paper towel. Water pressure was immediately improved. Please note: How you open the houses main water valve after you perform any plumbing repairs can cause extra calcium deposits to accumulate in your faucets. The deposits may accumulate on the inside of your houses water supply pipes. If you open the houses main water valve quickly, the water rushes into the pipes with enough force to break the calcium deposits loose. Opening the main water valve slowly causes the water to flow into the pipes with less force. He reported to The Home Warranty that the tub faucet was/is caused by calcium deposits and denied repair. He stated that there was no hot water in the bathroom. ***** did not inspect the water heater. He reported to The Home Warranty that the Water Heater was inspected and that it was causing hot/cold water intermittently. ************* Plumbing lied about the water heater inspection as it was not inspected, and the hall bathroom water pressure was improved when the meshing on the downspout was wiped after the water had been turned off, then on, including the fact that we do currently have hot water and it is not intermittent. The lies resulted in my Warranty denial for both inspections.

  

  Business response

  02/04/2022

  Hi **************** and thank you for your email. 
  
  Per our conversation I have attached a copy of the original letter sent to your office and customer back on December of last year. 
  
  If you need anything else from me please let me know
  
  Best regards, 
  
  *************************
  

  
  

*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. ↩