ComplaintsforCharlotte Plumbing

• Initial Complaint

  07/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Had Charlotte Plumbing install a new bathtub at rental home while renters were there. Date of install was 8/3/2020 w/ a 10 year warranty. When renters move out Nov 1st 2021, I noticed what I thought was dirt in the bottom of tub was actually rust. There were hairline cracks with rust stains coming from them. I call immediately when I realized that Dec 2021. They said they would get a claim started. So I waited...for months. I was trying to be patient because of supply issues. So I call in I think April and ask where we are at in the claim. They had no idea what I was talking about. 😵‍ïï��ï��'ïï��ï�� So I go through explaining and sent pictures again. They send pictures to BOOTZ tub manufacturer and they say it is called Crazing & due to improper installation.Lots of back and forth with no return phone calls. Charlotte Plumbing denies it and sends a repair man to patch it. I say I really don't want to patch a new tub because I don't want it coming off. I'm promised it's still under warranty for 10 years and I would have to fix the tile touching the tub and didn't want to do that so settled for a bandaid. The tech calls me and says, this is due to a rubber mat with suction cups that damaged the tub because there were round circles on the bottom. The circles are the nonskid texture 🙄 I was at the house before and during all of this and knew there was no mat in the tub. The tenants told me her and her husband don't use the tub & the only time it gets used is when their 6 year old granddaughter takes a bath occasionally if she stays the night. I told him 3 times there was no mat but he didn't want to hear it and said, it's ok, I'll still fix it. So I didn't argue. That was about June 22,2022. To my surprise, the owner of Charlotte Plumbing SENDS ME A BILL FOR $375! I ignore it. July 3rd I get guests coming in the house and after they left, I notice his patch job didn't hold up and now looks worse then before with large chips coming off. I send picts & they send me anotherBill

  

  Business response

  08/19/2022

  Business Response /* (1000, 5, 2022/07/29) */ There are a number of factual inaccuracies in this complaint, but we have been trying to assist this customer with the tub manufacturer, as this is still within the manufacturing warranty. The tub manufacturer's expert examined the tub and determined the damage was due to improper usage, rather than manufacturing defect or installation. The tub expert repaired the tub per the customer's instruction and their work was invoiced as it was not covered under the manufacturer's warranty. We dispute the claims made by this customer and are following up with both the manufacturer and the customer separately. Consumer Response /* (3000, 7, 2022/08/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I'm sorry but there were ZERO "Factual Inacuracies" that I reported. Z E R O. I do NOT lie and I'm offended being called a liar. This company is now under new ownership and it is falling apart. This is the exact reason why. Harriet has no idea how to run a business. This was warranty work. I felt the rough textured pattern on the bottom of the tub which were circles. A mat would not add perfect circles with perfectly textured circles. It was the non skid pattern. I'm 100% positive. I looked very closely. Good try though. Not falling for it. I saw it with my own eyes and felt it. Now there is no texture and it's all smooth unfortunately. Someone could slip. The tub was NOT used improperly. Even if a rubber mat was used (which it wasn't) is it really that cheaply made that a rubber bath mat with suction cups would destroy a bathtub?! And as far as your so called "expert" I beg to differ. If he were an expert, his work wouldn't havel failed and chipped off after a week of use. He is no expert. Harriet is trying to rectify this? What, since December?! And it was finally done in JUNE?! The repairman tried saying a mat was used, I said no, no mat used. He tried arguing with me but said, it's ok, I'll still fix it. I said, ok. I had to laugh when Harriet sent a bill for warranty work? Not one word about charging me or an estimate. Now if the repairman had said, I'm charging you for this, I would have said, nope, you need to leave. I wouldn't have had him touch it. I wasn't given that option. Harriet knew it was being filled under the warranty and so did the tech. Neither said they were going send me a bill. I never authorized a charge and wouldn't have had him touch it. Maybe Harriet missed the picture I sent her of the surface of the tub coming off. I'm not sure where she is from but it's not normal business to see a repair job not hold up for a few weeks then Harriet send another bill. Charlotte Plumbing has already been paid for the bathtub and installation. Now have some normal business ethics and stand behind your product with out trying to point the finger at everyone else. Bootz Co. said it's crazing and was installed improperly, Harriet is denying it. Now pointing the finger at me. I don't think so. But good try. A 7 year old taking an occasional bath is NOT being used incorrectly. That's normal use. I want a refund for the tub and installation so I can find someone to replace this mess of a tub. Because of Charlotte Plumbings either using cheap products or improper installation, I'm going to have my new tile repaired also now. Not a happy customer at all. I figured I would try the BBB first and if she doesn't fix this, I have no problem taking her to small claims court.

*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. ↩