ComplaintsforPride Plumbing Inc

• Initial Complaint

  06/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My toilet was running. I didn't know anything about plumbing, so I called Pride Plumbing to get it fixed. A plumber from Pride came out on Jun. 16 and said I needed to replace both "towers" in the tank; that he needed to order the parts, and the cost would be $250.00. The Pride office called later to set an appointment for the following day. Next day another plumber arrived, asking "didn't plumber No. 1 tell you they don't make the parts anymore?" He said he would try to find the parts or he'd replace the toilet. (For even more money). After he left, I went online, and found the parts! Also learned the most common reason for running was a $4 gasket that needed to be replaced. I called their office on Jun 19, told the woman who answered the phone what had happened, and they didn't need to do any more research on my part. Her response was "Perfect". Using a ******* video, I replaced the seal, but the toilet is still running. After cooling down for several days I decided to call the owner. I found something online saying the owner was ***********************************. I called Pride and asked to speak to him. I was told he didn't work there, and they weren't comfortable giving me the name of the owner. I'm 75 years old, and female, and I suspect they assumed I couldn't ******* Scammers! I just want the problem repaired at a reasonable price!!!

  

  Business response

  07/07/2023

  Hello,

  We were called out to *************************************** for a running toilet. The first plumber that visited her property informed her that for this toilet, a ST413M Toto toilet and we would need to check part availability, as it does not take *************** parts. We sent Valley Industrial photos and we were informed by our vendor that they did have the parts in their system. When the second plumber arrived the following day, the supply house informed him that the parts originally requested were discontinued and their inventory had not been updated. The plumber was informed that we could not order the parts due to their discontinuation. The second plumber arrived onsite and notified the customer, took measurements of her existing toilet footprint which is not a traditional footprint ***** rough in, but a 7-8. The plumber informed **** that he would go to Valley Industrial to look at the catalog and see what can be ordered and provide an estimate. She called on the 19^th and let ***** know that she found the parts, will install herself and no longer needed service. Unfortunatly, we do not order materials online, we know that many customers find discontinued materials online to fix and/or rebuild discontinued fixtures. We will not sell or warranty materials ordered online as we can never be sure where they came from. In her complaint, she also said that she replaced a gasket that she ordered online and that the toilet is still running. She was informed at the original service call that she needed a new flush valve tower, not the $4 gasket she was boasting that she found online that ******* said would fix her issue. But again, when we receive notification from the vendor that the product has been discontinued we will recommend to replace the fixture. The customer did call our office, she did not identify herself, she asked for a *******************************, she was informed that possibly she had the wrong number as we do not have a *******************************. She asked if this was Pride Plumbing, our office confirmed that it was, but we do not have a *******, she asked for the owners information. Our office stated they do not feel comfortable giving out that information, but before the dispatcher could ask any other questions the customer said she would just call the attorney general said thank you and hung up. At the time our office did not know whom the individual was that was calling and asking for the owners information. Her age and gender do not have anything to do with this issue, she received the same information we would have given anyone, her toilet was discontinued, the parts have been discontinued and she needs a new toilet with a 7-8 rough in. She called our office, she asked for a *******************************, she did not identify herself as a customer or someone who needed help with a previous service call, she simply demanded my office give her our owners name and information. My office did not know who she was and did not feel comfortable disclosing that information to a stranger.

   

  As a business we need to be able to stand by our work and we cannot warranty rebuilding a toilet that has been discontinued with parts that we dont know where they came from or if they are manufacture specific.

   

  She was not charged for either service trip, as no services were rendered, only information was given.

   

   

  Thank you,

   

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

  General Manager

  1357 ************* ********, ** 92020

   

  Phone: ************

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

   

   

  

  
  

  Customer response

  07/07/2023

  Pride's response has twisted what happened and offered no resolution. 
  They say plumber #1 said he would need to check part availability.  He did not identify the brand and model to me.  He said he would need to see how soon he could get the parts.  He said I needed both a flush valve and a fill valve.
  They say the 2nd plumber took measurements of toilet footprint and that he would go to Valley Industrial to check parts and provide an estimate.   What he said was Didnt he tell you we couldnt get the parts?  He did not say he learned the parts werent available only when he went to pick them up.  No mention of Valley Industrial.  No explanation of why the footprint was relevant to the issue at hand.
  They say I called on the 19th to say found the parts and would install myself.   No. I said I found the parts online but that I learned the most common reason for the problem was a seal on the flush valve, and that I would replace the seal myself. 
  They say I was informed I needed a new flush valve tower, not the gasket I was "boasting" I found online that ******* said would fix my issue.  No.  I was told I needed to replace BOTH flush valve and fill valve.  In my complaint, I said Using a ******* video, I replaced the seal.  I dont think that is boasting.  The video only said it was the most common problem.
  They said I called, asking for  ******************************* [Littletown].   I apologize.  My error.  *********************************** owns Pride Plumbing in another ********** town. 
  They say that since they didn't know who was calling, they wouldn't give me the name of the owner.  I do not understand this.  Why does it matter who is calling?  *** told several people about this; they have each gasped in disbelief when I tell them I was told I dont feel comfortable giving out the name of the owner. 
  There was no offer to resolve the issue.  They have chosen to take an adversarial stance, twisting my words.  I have no desire to continue with this.  I'll call another plumber.    

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