Complaints

• Initial Complaint

  04/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I call my home warranty company for a partial clog in my master bath shower. Water safe Plumbing given the claim Advise they can't get to me for 4 days. Tech arrived, immediately tells me many of the new builds prior to 2017 didn't include a clean out line, and if that's the case the warranty won't apply. Should have been a red Flag. Says the clean outs are outside, find him outside talking in his cell, admits he has ..."less than a year" experience. Says no clean out line, warranty won't apply. It will cost more because he has to pull the toilet. Snakes for a few minutes, says he thinks it's clear, if it happens again call them back?? I hear gurgling and run to the bath to find water flooding my bathroom from the toilet he pulled. Shut off the water and try to call Water Safe Plumbing for 15 minutes getting only "mail box full". Finally answer and Ask for another tech, they say it could be the next day. Tech returns, admits he must have moved something in the tank causing the flooding. Then pulls guest bath toilet after talking to someone on phone. Says 100 percent sure he cleared it this time. I go to finish cleaning the master bath mess find both bolts and the screw in the floor broken. Took photos and texted to business owner, minutes after finding the damage. No reply, just a text he is on a job. Three days later, no reply. Also find that my house does have a clean out line! So my warranty would have applied! I paid more for snaking from the toilet and was left with a damaged toilet. And a mess to clean up. Attaching photos of the damage, I immediately notified the owner of, and the clean out line. I don't know if this was ignorance on part of the tech, or just taking advantage? I further resent the owner calling me to say I was yelling at the tech, and that if it was him, he'd just leave? Make my situation worse, and not expect me to be upset? You don't know where to look for a clean out line? Break my toilet bolts and screw? No reply after 3 days?

  Business response

  06/01/2022

  Business Response /* (1000, 10, 2022/05/16) */ This issue was already resolved not sure why you need a response. Her check was voided before it was even deposited, there is no need for a refund.

• Initial Complaint

  03/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 3/17/2022 Tech Mat came out to check behind wall for leak in tub. The screws from the decorative plate were already removed. He stated this voids the warranty. He then said he'll be nice and check for leak anyway. He removed the handle and valve hardware said no leak put it back fast and continued to say because decorative plate screws missing nothing covered anyway. The handle now on loose and not working like it was and the warranty company said the Tech from Safe Water Plumbing would repair handle for $470 out of pocket on top of the $100 service fee. They said they can apply the screws to the decorative plate for another $470. This is what the warranty company was told from the Tech. I spoke with Melissa and asked to speak with CEO office to try to at least get the handle on correct so I can take a bath as I'm disabled and can't stand to shower. She hung up on me and told me to do what I need to do that she is the office manager and works for the owner. The tech did not put the handle on tight enough to the valve. They refuse to repair unless I pay $470. Attached is the video. This company is trying to extract $980 in addition to the $100 service call to tighten the handle and put 2 screws in.

  Business response

  03/29/2022

  Business Response /* (1000, 5, 2022/03/18) */ In response to Ms. ******. We serviced her work order from American Home Shield on March 17, 2022. When our technician arrived at the property the customer's complaint was she could not get the bolts back into the plate. While diagnosing the issue Ms. ****** informed our technician that she tried to take off the plate herself so she can put pest control behind the wall. There was a bracket behind the plate that held the screws in place, when she unscrewed it it fell behind the wall. Our technicians suggested repair would be to get a new bracket and install it behind the plate in the shower. We submitted a report to her warranty company and they denied her claim due to missing parts. We quoted her a price for a repair plate, this was just an estimate that she can accept or deny. We did not collect any money from her. Any money that was paid was paid to her warranty company. Once Ms. ****** discovered that her own actions caused her claim to be denied, she became increasingly upset and disrespectful to our office staff, she was rude and used profanity towards our office manager Melissa. Consumer Response /* (3000, 7, 2022/03/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I offered to pay for the tech to place wing nuts or get the parts. He put the handle back on loose, left tub dirty. They quoted $395 for a new plate but the plate is on just requires to be screwed in. Moen sent me a new kit and I've called other plumbers who state the fee $80-125, not $395. I asked if they could at least tighten the handle back up they said no. I asked if they could at least charge a more fair rate they said no. $395 for the new plate kit which I received for just $8 shipping. They said $470 to install kit. I spoke with an Advocate at the Attorney General and told them the facts and they said it's price gauging. They know I'm disabled and unable to stand in shower and need my tub working. At this point I contacted owner and he said I would have to pay $395 for his kit even though I have the parts. The warranty company said that Water Safe wants $470 to install the new $395 plate. That is $865. We filed review and the AG office wants to file price gauging report. I do not believe there will be a resolution as no one would pay that if they had the parts for a simple application of screws. Business Response /* (4000, 9, 2022/03/22) */ Since working with Mrs. ******* she has made several misrepresentations of our service, what occurred while our tech was onsite and now with this most recent response, the quotes we have sent her. She has left us one star reviews with the company we work with, accused us of discriminating against her disability and has filed complaints with the BBB. Mrs. ******* has done all of this in response to her warranty company denying her claim for repairs because she herself did not understand how the repair plate was installed and dropped the anchoring portions behind the wall. She is clearly doing this as a way to bully our company in to performing work at a rate she believes is acceptable. One month prior we were dispatched to her residence and installed a kitchen faucet as a courtesy because she had already purchased one. There was no report to her warranty or a diagnosis it was done as a courtesy. She had no issue with our tech or our generosity last time she is just upset that we have not extended that same generosity this time. Mrs. ******* has already received quotes that are 1/4 the cost (labor only) of our quote which was $395 total. We have absolutely no clue where she got $865 from. This was $99 for a brand new repair plate. (We were not comfortable calling Moen at Mrs. *******'s request and requesting a warranty replacement for an issue that is clearly not covered by a manufacturer defect warranty) Plus 1.5 hours rate to pick up the material and install it. In Mrs. *******'s response she accuses our company of price gouging but her evidence completely flies in the face of the legal definition of price gouging which relates to when retailers increase prices after natural disasters and state of emergency's. Our attorney is eagerly awaiting Mrs. *******'s threat of an attorney generals investigation, with is a clear attempted intentional infliction of emotional distress, that will never happen. In addition to all of this Mrs. ******* has accused our company of discriminating against her disability which prior to her informing us we had absolutely no knowledge of. Mrs. ******* has not been a fair customer and up to this point in this instance she has been an absolute menace. We do not have any interest in working with her. We did not perform any work at her property. We did not collect a single payment from Mrs. *******. When our tech left the home everything was in working condition and we have picture evidence of that. We have absolutely no obligation to Mrs. ******* and we highly suggest she go with one of the other many quotes she has already received. David C. (Owner) Consumer Response /* (4200, 11, 2022/03/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) The Warranty company said when I called if the leak in faucet not reparable the tech usually puts one off brand from truck and they suggest I get one myself just in case. This has nothing to do with the issue reported. Even at $395 the AG did say it was too much being I had the parts. BBB just close this case as the Warranty did offer to send someone to tighten the handle and I had a local plumber put the screws back in and it was $90 and took 15 minutes. Local plumbers in my area charge between $85-125 per hour labor and $125 for service call. My expectation was $125 to replace screws and tighten handle, not $395 which the AG office states was unfair . I will never agree that $395 to insert screws into a plate is fair. Case closed, thank you BBB for assisting me with my concern.

*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. ↩