ComplaintsforGotelli Plumbing

• Initial Complaint

  01/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contacted Gotelli to fix toilet in basement. While at home, also had company look at a faucet drip. Repair person performed faucet repair without my authorization with regard to time, materials, expense etc. Repair person presented me with something for signature told me it was for parts to repair the toilet in basement apparently had nothing to do with that. Charged $850 to fix a drip and I did not ask them to perform the service (would have done it myself for a fraction of the cost). Additionally, while repair person was at my home, provided quotes/estimates for a number of issues I didnt ask for (new tankless water heater, new faucets in other rooms, etc). This company was completely unprofessional, solely focused on upselling / duping customer, and completely unapologetic that their repair person was dishonest with me. I contacted the company +/- 30 days after the home visit just to find out that the toilet parts were never orderedand I had been charged $850 for services/repairs that I didnt want, and didnt authorize.

  Business response

  01/18/2024

  This customer called us out for "Shower has a drip at the tub spout and basement toilet isn't working." ************** *** arrived at 9:46AM and after evaluating the issues, gave an estimate to repair the tub/shower. This estimate was signed by the customer at *******. I have attached the signed estimate here. 

  The toilet repair was going to require parts that had to be ordered so ************** wrote a second estimate for the toilet repair. I have also attached that here. This second estimate was emailed to the customer at ******* and it was opened - my ServiceTitan account shows this. You can see from the attachment that this estimate was never approved so parts were never ordered.

  We charged the customer for the tub/shower rebuild which he signed before we did any work. He did not sign the estimate that he opened via email while our tech was onsite so no parts were ordered and the customer was not charged for any of that.

  The customer is upset because he thought he was signing for something else? Our customers are urged to be present for their appointments so there is no confusion. We only work for the homeowner - not tenants (unless a tenant says they're the owner).

  We follow all the **** guidelines - giving pricing up front before any work is ever done AND getting signatures. Not only did the customer sign the estimate before any work was ever done, he also signed the invoice with the verbiage that the job was done satisfactorily. He then signed the invoice a second time authorizing the amount to be charged to his credit card.

  The customer paid $851.48 for the tub/shower rebuild which was completed. He has new parts in his tub/shower valve. He was not charged for anything else.

  The customer disputed the credit card charge in December a month after the work was done. After submitting this same information to his credit card company, they have decided in our favor that we did provide the goods/services and that he does in fact owe the money he spent. They are sending us our money back.

   

  Customer response

  01/18/2024

   
  Complaint: 21165025
  
  I am rejecting this response because:

  The Technician told me I was paying for parts for the toilet - no mention of the tub being fixed, and no mention of the costs (again, I was told the estimate presented to me was for toilet parts, not the tub). I was present for the repair - so no clue what company talking about re: tenants vs. homeowner. I am the homeowner. Additionally - technician solely focused on upsell vs. fixing what they were being asked to fix (likely tied to their comp. in some capacity). The company conveniently highlighted the estimate provided for toilet parts (which I didnt receive until I called a month later to ask when they were coming to fix the toilet), but they didnt provide the 4-5 other estimates I received for repairs/services I didnt ask for (like the tankless water heater). 
  

  I want a refund. If no refund can be offered, Id like the ********************** to return at their own expense and remove whatever parts they put into the shower. 
  

  This isnt about money its about not supporting businesses that are dishonest and trying to take advantage of customers. Will continue to voice my displeasure on all available channels - BBB, Yelp, etc.

  Finally, I was in touch with Mastercard today and theyve agreed to re-submit my chargeback for the services, based on the above.

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

  Business response

  01/22/2024

  For the sake of time, we will not dispute the customer's dispute. We respectfully ask that he find a different plumber going forward. I strongly urge this customer not to sign documentation that he hasn't read and to be present when a home service technician is at home so there are no questions after the fact.

*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. ↩