ComplaintsforAYS Plumbing & Rooter

• Initial Complaint

  05/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Here is a timeline: 1, I saw a water damage/dripping on my ceiling on Mar 29. I thought it was a small repair so, instead of calling my *************** I called ***** List and asking them to fix it. I used ***** services a couple of times before I thought they are fast and good at small projects. 2, ***** from AYS Plumbing came later. He suggested I do a repipe on the house. I knew the plumbing cost would not be covered by the ************** compensation. But he said their company has a lot of experiences dealing with the home insurance claims they would help me get the money from the insurance. 3, I believed ****** words and followed his instruction on a phonecall with someone who got me sign the loan agreement with Goodleap (I was already a Goodleap client), the loan amount was ~$31.8k. Having had trust in ***** and the company he represents, I didnt look up the numbers and terms carefully. I believed ****** promises that AYS ********************************* would get the money back to me through insurance claims. 4, The project is not completed as of today, May 08. I received a letter from the ************** company that they only give me compensation of $3100. I have contacted AYS Plumbing & Rooter multiple times. They would offer any help.

  Business response

  05/24/2024

  Dear BBB and ******** ****,
  
  Thank you for bringing this matter to our attention. We take all customer feedback seriously and strive to ensure our clients are satisfied with our services. We appreciate the opportunity to address the concerns raised.
  
  1. Initial Service and Recommendation: On March 29, our technician, *****, was called to address a water damage issue at the client's home. After a thorough assessment, ***** recommended a repipe of the house due to the extent of the damage and potential underlying issues. This recommendation was made with the client's best interest in mind, ensuring a long-term solution rather than a temporary fix.
  
  2. Insurance Claims and Financing: ***** informed the client that our company has experience assisting with home insurance claims and that we would support them in this process. It is important to clarify that while we assist with documentation and communication, the final decision on compensation lies solely with the insurance company. Typically, insurance covers the mitigation services and the rebuild of what was damaged but almost never covers the cost of the plumbing itself. During the consultation, the client chose to finance the project through Goodleap, a decision made independently by the client. It is essential for clients to review all financial agreements carefully before signing.
  
  3. Project Status and Attempts to Complete Work: As of May 08, the project is still ongoing. The $3,100 the client received from the insurance was, in fact, compensation to patch the drywall in his home. We have made multiple attempts to complete the remaining work, including patching the drywall, and even offered to do this free of charge so the client could keep the $3,100 to apply to his Goodleap loan for the repipe. However, the client has declined our offers to complete these tasks because we have not agreed to provide a refund for the repipe of the home. We understand the client's frustration with the delay and are actively working to complete the project as efficiently as possible. We strive to ensure all work is done to the highest standards, which sometimes requires additional time.
  
  4. Insurance Compensation: We regret that the compensation provided by the client's home insurance company was only $3,100. This amount is determined by the insurance company based on their assessment of the damage. We have provided all necessary documentation and support to the client, but we do not have control over the insurance company's final decision.
  
  5. Airbnb Property and Urgency: It is also important to note that this property is an Airbnb rental for the client. The client was very adamant about getting the work done quickly to ensure a long-term solution for his guests. We have delivered on this request, providing a comprehensive solution to ensure the property remains in excellent condition for future rentals.
  
  6. Signed Agreements and Documentation: We have included our signed invoice by Mr. **** and the signed restoration agreement, showing that he has agreed to all the terms of this job. Additionally, we have included photos from the repipe of the home and the photos and documentation we sent to the insurance company. These documents and images clearly outline the scope of work and the terms that were mutually agreed upon.
  
  7. Communication and Support: We apologize if there has been any miscommunication or if the client feels we have not been supportive. Our goal is to assist our clients through every step of the process. We invite the client to contact our office directly at ************ to discuss any further concerns and to clarify any misunderstandings.
  
  We value our clients and are committed to resolving this issue amicably. We appreciate the client's trust in our company and regret any inconvenience caused. We will continue to work diligently to complete the project to the client's satisfaction and to provide any additional assistance needed with the insurance claim process.
  Thank you for your attention to this matter.
  
  Best regards,
  *******************************
  AYS Plumbing & Rooter
  ************

  Customer response

  05/24/2024

   I am rejecting this response because:

  1, AYS response doesn't reflect what happened on Mar 29 after its employees ****************** came to my house. The fact is they tricked me to sign the loan agreement. Their trick was THEY PROMISED THEY WOULD DEAL WITH MY INSURANCE COMPANY TO GET THE LOAN PAYMENT COVERED. I am a mentally and intellectually conscious person I would NOT go ahead to sign the loan without their promise. I checked with them many many times (unfortunately w/o recording) about the assurance. They said the insurance company would push me for the repipe otherwise they could suspected I was conducting insurance fraud. They stayed in my house until 9pm in the night. They elaborated to me all the details about when and how to call the insurance for claim, how to stop them from sending their inspector to my house. 

  Its employee ****** clearly told me not to talk to my insurance *** and refer them to him because "I don't know how to talk to them."

  2, They sat with me, one in person and the other on the phone, on March 29 to trick me in signing the loan agreement. ***** told me that those numbers wouldn't matter because AYS would help me get that amount from my insurance. Let me make it clear one more time and I am responsible to say this: I DIDN'T SIGN THE LOAN WITH WILLINGNESS. AYS SCAMMED ME TO SIGN IT. 

  3, The fact that I am running an Airbnb business DOESN'T MAKE ME SIGN THE LOAN AGREEMENT. It's AYS who tricked me to sign the agreement. The fact that they brought it up is a clear indicator that they are looking for excuses for their misconduct and want to walk away free. 

  4, It's not true in their response indicating I had denied their coming to complete the dryway. There was once they call me saying they would DO ME A FAVOR to complete the dry way with a CONDITIION THAT I MUST WITHDRAW THE BBB COMPLAINT FIRST. This was such a blackmail I was flabbergasted by how adamant the call was. I told them "GET THE PAYMENT PROBLEM RESOLVED BEFORE FIXING OTHER PARTS" if that was what they indicated that I had denied to complete the project. 

  5, I am very aware of the cost a typical repipe service. AYS charged me $31875 through the loan agreement (again I didn't RAISE doubt on the loan number because they tricked me that it would be covered by insurance). Plus a $2400 check they received from my insurance. In totally it's almost 300% higher than the market price of a repipe house project. They might come free tricking me this time but this sort of price gouging must be disclosed and stopped to prevent them from hurting more consumers. 

  6, It's another blatant lie in its response saying I'd denied their proposals. I am not reachable while I am hooked with a $31k loan? -- Please have some common sense. The fact is I have been trying all means to reach out to AYS to resolve the issue first, otherwise why would I go to other platforms like BBB, SLB, Angi's list, etc. to seek help? I wanted to emphasis that it's AYS that was unreachable and untouchable. Most of time they didn't answer my calls or they said they would call me back but they didn't. They didn't give me time to debate on the phone. Their hubris in talking to a customer is beyond my comprehension. I request AYS to point out just one single time when I didn't answer their phone calls. Another fact is that the loan company ******** has assigned a rep to help me on this case but he told me he couldn't get AYS to have a three-party meeting between Goodleap, AYS, and I. Why are they avoiding me and the loan by all means? Doesn't it tell something? 

  7, I stay with this complaint and request AYS to stop lying, resolve this dispute. 

   
  

  
  

• Initial Complaint

  04/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I wanted a new sink and posted the job on ****. On April 3, 2024 I received a bid for service from AYS. ************** came out, looked at the sink and said water damage. Then ****** came to take pictures of the water damage and told me to file a claim with my insurance. I filed a claim with ******* and was assigned Cara ******* I texted ****** about the claims adjuster and she would be coming the next day. ************** then texted me and told me to have her come on Friday when the work was done. Ms. ****** came at the agreed upon time. There were three pieces of blue tape. Ms. ****** told me those indicated water damage, but there was no water damage. It was just ugly. I thought the plumber would be mad, so I mentioned the toilet in the bathroom to see if that was water damage, but she that was just a wax ring and he said he would fix that. ************** had **************** send a loan application to my email. The amount was $37,500. I signed the document with a physical digital signature. He canceled that loan application and started a new one ON HIS PHONE. Later on I received an email stating that my loan application for $64,650 had been approved. I immediately replied to cancel and that I did not approve that.I called my sister, and she said something wasnt right and I should ask for an invoice. I called and asked for an invoice. **************** said he would DRAFT one. After reviewing emails and saw that one loan number had two differing amounts. One was for $9,650 and the other was for $64, 650. The loan company said they had a request to increase the amount so it retained the same loan number. The invoice had a cut and paste signature from me.I **** a complaint to the *** for fraud and one to the ** for violation of BPC *****. I looked up ************** on CSLB; it seems he does not have a license.I think unlicensed plumbers can only charge up to $500.The loan application was canceled. Morally, I need to pay for the work and if someone violated the law, they should be fined.

  Business response

  04/15/2024

  Dear BBB and ***************************,
  
  Thank you for bringing your concerns to our attention. We strive to maintain high standards of service and integrity, and it is essential to us that our clients feel confident in our dealings.
  Upon reviewing your situation, it appears there have been several misunderstandings and issues that deserve clarity and resolution. Firstly, the initial inspection by ************** was intended to assess any potential water damage, which is a standard procedure before any plumbing work to ensure that all related problems are adequately addressed. ******* suggestion to take pictures and file an insurance claim was based on this preliminary assessment. Please note that the denial of your insurance claim is a decision made by your insurance company based on their policies, the details of your specific policy, and their assessment of the situation. As a service provider, we do not have influence over the decisions made by your insurance company. Regarding the communication with your insurance adjuster, Ms. ******* our intention was to coordinate her visit with the completion of work for a thorough evaluation. It was never our aim to misrepresent the condition of your plumbing or to cause any confusion.
  

  The initial loan application for $37,500 was based on our original agreement regarding the scope of work. Subsequently, at your request, a change order was made to include additional services. This change order resulted in an increased total cost, which was reflected in the adjusted loan amount of $64,650. It is our standard practice to revise financial agreements to accommodate any additional client-approved work.

  Thank you for expressing your concerns regarding the process by which **************** handled the loan application using his mobile device. We appreciate your vigilance and understand your concerns in today's digital landscape. At AYS Plumbing & Rooter, we have embraced the advancements in technology to enhance efficiency and ensure the highest levels of service and convenience for our clients. As part of our commitment to staying current with technological trends, our employees are equipped with secure mobile devices and trained to use them for various business transactions, including contracts, signatures, and loan applications. I want to clarify unequivocally that AYS Plumbing & Rooter adheres strictly to legal standards and ethical practices, especially concerning the handling of personal signatures and financial transactions. It is against our company policy and the law to cut and paste signatures on any documents, including loan applications or contracts.
  

  Thank you for your due diligence in looking up licensing information relevant to our business. We appreciate your concern about ensuring that all service providers meet the required legal standards. You are correct that in our state, unlicensed plumbers are restricted from contracting services over $500. This regulation is in place to protect consumers and ensure that all plumbing work is done safely and competently by qualified individuals. I would like to reassure you that here at AYS Plumbing & Rooter, we operate fully within the legal requirements. Our company holds a contractor's license (License #********, which legally allows us to undertake larger projects beyond the $500 limit for unlicensed work. Additionally, our employees, including ************** and ****************, are each licensed as Home Improvement Salespersons (HIS). ****************** HIS license number is ******* SP), and ******************** HIS license number is ******* SP), which authorize them to engage in negotiations and execute home improvement contracts on behalf of our licensed contractor business. We take these regulations very seriously and ensure all our staff are properly trained and licensed for the roles they perform. This commitment to compliance not only enhances the quality of service we provide but also ensures we uphold the trust you place in us.
  

  Thank you for your acknowledgment of the need to settle the payment for the work completed at your property. We appreciate your integrity and understanding of the situation.
  We understand that the cancellation of the loan application may have created an inconvenience for you, and we want to ensure that the resolution of this matter is as smooth and fair as possible. As you mentioned, our team has completed a substantial amount of work based on the specifications and requests made by you. The completion of this project on April 07, 2024, was achieved with the expectation that the agreed upon financial compensation in the amount of $64,650 would follow upon satisfactory completion.
  

  Thank you for sharing your concerns with us regarding the pricing of the work we completed. I want to assure you that it is never our intention to create conflict or discomfort for our clients. We truly value the trust you place in us and are committed to maintaining a constructive and positive relationship. We understand and appreciate that you are expressing your views, and its important for us to hear and address them. Please know that our goal is to find a resolution that is fair and satisfactory to both parties. We are dedicated to working together to resolve this matter swiftly and amicably.
  

  In conclusion we have attached a preliminary lien notice for the work recently completed at your property, in the amount of $64,650. This document is a standard procedure to secure our right to payment for the services provided, and please be assured it will be released upon full payment and/or resolution of this matter. Our team has also obtained the necessary city permit from the City of ******** to proceed with the agreed-upon work at your home. This permit ensures that all work will be conducted in compliance with local regulations and standards, guaranteeing the safety and legality of the improvements.

  We understand that you are requesting for a price adjustment or refund for the services we provided of our agreed upon amount of $64,650. We are committed to ensuring that all our clients are satisfied with both our work and our pricing. However, I would like to clarify that as of today, we have not yet received payment for the services rendered (04.15.24). This situation makes it challenging to address a refund or price adjustment when the initial financial obligations have not been fulfilled. Our priority is to resolve the outstanding payment for the work completed, as this will allow us to assess any further financial adjustments in a fair and transparent manner.

  We value your business and are committed to ensuring that all of our clients receive the quality they expect and deserve. Please feel free to reach out to me directly at **************************************************************** if you would like to discuss this matter further or have any additional concerns. Thank you for your patience and understanding. We look forward to serving you better in the future. 

  Warm regards,
  *******************************
  AYS Plumbing & Rooter
  ****************************************************************
  ************

  Customer response

  04/15/2024

  There are several reasons why I am rejecting this response. Here are the reasons whether you had a permit or not was never an issue I disputed. However, since you included it, I have issue. Another reason is I now have been sent two differing invoices and I want to know why. The next reason is the plumbing license. This is followed by fraudulent practices and finally I have voice mail from an employee that agreed I was overcharged.

  I want to start by saying I am insulted by your response and the actions of your employees. I teach. I have a credential and I am currently taking graduate courses online with *****************. Why would you mention that you keep up with technological advances. So do I. Today, I email a contract to 7 people that needed to sign. Each went to a different email address and those signatures will be accompanied with differing IP address.

  I never mentioned a permit, but you permit was granted April 9, 2024. The work was done. Spring Break was over and I was back at work on April 8, 2024 in ************, **. This brings me to the involves. One invoice includes three workers. The other includes one. The written information varies. There is a signature on that document from April 8, 2024. If the document was created on the 8th, then how could you have my signature? I was nowhere near you. That signature was copied from the loan document for $37,500 and placed on those documents at a later date.

  If a licensed plumber was on site, then I could understand having help from unlicensed plumbers. I know they are unlicensed because of the **** website and by the reaction I received when I told the manager about the complaints I filed with the ****, the **** and the AGs office.

  I still have not received an itemized invoice and I requested because the job required parts and labor. I wanted to see the prices you listed for the parts, but if you overcharged by even $1, you would be fined for each violation. So, I assume you are going to create an itemized invoice after these and just say you used more parts.

  The **** warns against overpricing because it is a violation of BCP ***** and  of Business and Professions Code Section 7159.5(a)(5).   I have had three estimates and they all said I was grossly overcharged. I suggested that we collect the different estimates, add them up, and I would pay the mean. The general manager agreed until I disclosed I had submitted several claims as mentioned before.

  I have a voicemail and a text from your manager who wanted to negotiate. Why would he want to negotiate if all your paperwork was sound?

  By the way, my house has one bathroom, not two and that bathroom had a new tub installed that connected to water pipes and they said nothing about the pipes. Finally, Ms. ****** told me the purpose of the blue tape and I still have it up in the kitchen along with photographs.

  Oh, over the weekend, I received a form letter from the finance company. They stated it was an unsecured loan. So, I guess we will have to go to court. You will have your paperwork and I will have mine and my analyses.
  

  
  

  Business response

  04/30/2024

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

  Thank you for reaching out. To ensure that all matters are handled appropriately and to provide you with the best possible assistance, I kindly ask you to direct all further communications regarding this issue to our attorney. They will be in touch with you to address all your concerns.
  Thank you for your understanding.
  

  Best regards,
  *******************************

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called AYS Plumbing to have a leaking pipe replaced. When they came, they indicated that there was water damage inside the walls and stated that i must re-pipe the entire house immediately. The immediately got me a loan to cover the amount and assured me that they will file insurance claim that will cover it later time. The amount they charged me was $29,600 and when the loan will be paid off the total will be $61000 . and they stated no payments for 6 months and my first payment was due in 30 days. When the insurance adjuster came to evaluate the damage, the declined the claim stating there was no damage and the job wasn't needed. I attempted to reach out the man that suppose to be evaluating the damage "******" and the person submitting the claim ******** they both stated they never said that the insurance will cover it. Also, they destroyed my Kitchen and now they want additional $20,000 to get it fixed. I attempted many time to reach out to them and no one returning my call. The attached pics is how my Kitchen look like now. Also, attached is the detailed invoice of the work they done, that has FORGED signature, that is not my signature. The job was never completed and i need full refund from them. They ripped me off for replacing one pipe that shouldn't be more than $200 and they want almost $50,000. I'm asking for full refund of my $29,600 , they are not returning my calls and i don't want any more contact with them and ONLY need my refund of these ridiculous amount for a job that wasn't needed. The signature on the document is NOT mine, and you may verify it as i attached copy of my driver license with my signature

  Business response

  04/30/2024

  Dear *********************************** & BBB,
  

  Thank you for contacting us and providing detailed information regarding your experience with AYS Plumbing. I am truly sorry to hear about the issues you have faced with the discrepancies with billing and insurance claims. This is certainly not the standard of service we aspire to deliver. 

  After reviewing the details of your insurance policy and the specifics of the claim related to the recent incident, it appears that the insurance coverage is limited to damages directly resulting from the accident. This includes any consequential damages to your property caused by the accident but does not extend to cover the cost of the actual plumbing repairs, which in this case involved a complete repipe of your house. The repiping service, which amounted to $29,600, was necessary to ensure the safety and functionality of your plumbing system. Unfortunately, these repair costs are not covered under the terms of your insurance policy for this specific incident.

  I understand this *** not be the news you were hoping for, and I am here to discuss any concerns you might have. Fortunately, you were approved for financing options that *** help manage these costs more effectively. Your satisfaction and understanding are paramount to us, and we are committed to finding a suitable resolution for you.
  

  Thank you for providing us and the BBB with your concerns about the financing terms of the $29,600 for the plumbing services provided. I understand your concerns regarding the total cost of the loan, and Id like to provide some clarification to help address your questions.
  

  The financing option offered through our third-party service was chosen to facilitate the immediate repairs that were necessary at your property. Its important to note that the cost of borrowing money, including interest rates and terms, is determined by the financing company based on several factors, including the loan amount, term length, and your credit history.
  The total cost of the loan increasing to $61,000 includes interest and fees charged by the financier over the duration of the loan repayment. These terms were established based on the financing options available to you at the time of approval.
  

  While we provide the option to finance as a convenience to our customers, we are not directly involved in the terms and conditions set by the financier. Our goal is to ensure that you receive the necessary services promptly and securely, and the financing option is one method to achieve this when immediate payment is not feasible.
  

  If you have concerns about the financing terms or if there is any confusion regarding the loan agreement, I highly recommend contacting the financing company directly as they can provide detailed explanations and possibly discuss different repayment options that *** better suit your financial situation.
  

  In regard to your insurance claim concerns: we have been in active discussions with your insurance company to ensure that all aspects of the job are appropriately addressed. It's also important to note that through these communications with your homeowner's insurance provider that the claim filed at your property is in fact approved. Heres a breakdown of the job and the current status of each portion:

  Repipe ($29,600): This is the initial portion of the work involving the repiping of your house. As discussed previously, this part of the project is not covered by your homeowner's insurance. This is due to the nature of the work, which is considered a home improvement rather than a direct result of accidental damage.
  

  Mitigation/Water Damage Cleanup ($4,424.19): I am pleased to inform you that this portion, which involved the removal of all water-damaged materials, has been approved and billed directly to your insurance company. This claim has been successfully processed per the terms of our contract.

  Rebuild Portion ($13,022.19): This final stage of the project involves the rebuilding and restoration work required after the initial cleanup. We have submitted the necessary documentation to your insurance company, and this claim is currently pending approval. We expect to hear back from them shortly and will keep you updated on the progress.
  

  We understand the importance of transparent and prompt communication in these matters and are committed to keeping you informed every step of the way. Rest assured, we are actively following up with your insurance provider to expedite the approval process for the pending rebuild portion.
  

  We have noted your concerns regarding the recent service and understand that you are not completely satisfied with how things have progressed. We sincerely apologize for any inconvenience or frustration this has caused.
  

  As per our agreement, the amount of $4,424.19 for the mitigation services was billed directly to your homeowner's insurance. However, we have noted that this amount remains outstanding and has not yet been settled. Typically, the insurance payment is sent directly to you, and we collect said payment from you, our client.
  

  As a valued client, your satisfaction is extremely important to us. We are committed to resolving your concerns in a manner that is fair and satisfactory for all parties involved.
  

  Warm Regards,
  *******************************
  ******************************************************
  ************

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