ComplaintsforNorth County Plumbing, Inc.

• Initial Complaint

  08/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The original quote for the work for the slab leak was $1,500 from *****, the office manager, which I had agreed to. I gave him a credit card over the phone for pre-authorization which is how they were able to charge me for the new, never discussed total of $3,500 until I received the bill.On the day of 4/17/23, the actual plumber technician, *****, showed up at 9:45am (not *****). Once he rewalked the job he decided to change the route of the pipes telling me that going above the ceiling in the garage would be easier than the original plan of jackhammering the concrete floor 20 feet down. If the revised plan was deemed easier than the original how would it make any sense for the bill to be increase by $2,000 and never be discussed with the client (myself). Also, there was mention from North Country Plumbing that they had 2-3 techs on site - there was only ***** who was the original technician, and then later a laborer (not a licensed lumber) who was maybe 16 or 17 was on site to deliver a pipe and held a pipe in the ceiling, which he then fell through and caused additional damages and costs on my end. This young inexperienced worker then fell through my ceiling (photo below of the damage) and caused additional damage of over $2,000, which is again why I do not believe I should have to incur these additional costs. I am currently getting a quote to have the ceiling patched and repainted as it cannot be patched due to the texture so once my renters move out I will need to complete this additional work. Then, this second worker felt bad about the amount of dust and damage he caused and wound up sweeping up his mess for hours. I should not have to pay for his time on site cleaning. Also to note, there is now an additional hole in my ceiling as the plumber did not properly measure the distance and cut the pipe which will also need to be patched and fixed as well.

  

  Business response

  08/22/2023

  This customer disputed with Credit card Carrier twice - They favored with us - This is now his 3d attempt to badger us and our Company and name - See attachment of all documents of this Claim...

  1 - C31 - The Cardmember claims to have received goods/services that are different than the written description provided at the time of the Charge.
  Answer: See attached Service Invoice and Work Order and Pictures attached All work described was completed to the exact nature of the written descriptions, We replaced a main valve on house thats feeding the dock, we replaced a 1 ball valve for the sprinkler system, we ran 60ft new line on dock for a new hose bib and mounted hose bib, we bypassed the slab leak under ground and ran a new hot line from water heater to guest bath manifold, this work included 2-3 technicians on site at one point, lastly we supplied and installed a new Badger 5 disposal. All prices we agreed upon and gone over with customer before we did the work, then at the end of the job, customer negotiated a discount of $ ****** off the bill which we credited him on the invoice.
  
  2 - Cardholder disputes quality/mischaracterization of services/merchandise. Supply a detailed refute to these claims, along with any applicable/supporting doc.
  Answer:
  New Water main on house the control the dock, there is no way to dispute this as this is exactly what was done see picture label A
  Replace 1 Ball valve for Sprinklers - there is no way to dispute this as this is exactly what was done see picture label B
  Run 60ft new line on dock for a new hose bib and mounted hose bib, there is no way to dispute this as this is exactly what was done see pictures label C 3 pictures, we did exactly as describe.
  We researched a slab leak and came up with a solution to bypass the slab leak underground and run a new hot line from water heater to guest bath manifold, this work included 2 technicians on site for majority of the time and a 3rd technician to run and get materials to get the job completed the same day for the customer and per his request. there is no way to dispute this as this is exactly what was done see pictures label D there are 7 pictures to show all the work that was done and done exactly as described to the customer.
  Supplied and installed new badger 5 garbage disposal, this was done and really again no way to dispute, the customer has the brand new garbage disposal under his sink.
  
  Ultimately This customer total bill was $ ***** We gave him a discount already of $ 805 and he is still disputing, which we already submitted information as requested please Deny this charge back as we have done everything correct and this is abuse of the customers dispute process to justify his actions.
  
  Thank you,
  
  
  ******************************************** President ************************

  

  Business response

  08/22/2023

  ***....

  1st item to address - We give Quotes over the phone they are verbal quotes not a contract.

  2nd item to address - You never gave a credit card to ***** over the phone - That is a complete Lie - 2nd ***** is just a dispatcher - not a office manager

  3rd item to address - In regards to just charging you $ ***** with out your knowledge that is totally un-true - Actually the Bill was for $ ***** which you signed and approved and then you called and complained over the phone to Me & my partner ***** and we gave you a discount of $ 805 which was also for consideration for drywall damage, How you can lie about these items is not comprehendible.

  4th item to address - ***** went over all pricing for the job and got your approval and signature and all the additional work that was completed - see attached

  5th Item to address - The complete list of all work that was completed is....

  1. INSTALLED NEW 3/4" WATER MAIN ON HOUSSE TO DOCK.
  2. REPLACED 1 INCH BALL VALVE ON SPRINKLERS.
  3. RUN NEW DOCK HOSE BIB 60 FEET.
  4. RUN NEW 3/4" HOT LINE FROM WATER HEATER TO GUEST BATH AND MANIFOLD.
  5. SUPPLIED AND INSTALLED NEW BADGER 5 DISPOSAL.

  ******** have spent countless hours responding to now all 3 of your claims of this job - I am not going to spend more time responding to your faceless and false claims - You "The customer" disputed with Credit card Carrier twice - They favored with us, both times

  

  Business response

  08/22/2023

  Attachment I forgot to attached

  

  Business response

  08/22/2023

  See attached

• Initial Complaint

  03/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had issues with two toilets in our home that wouldnt stop running. We called North County Plumbing (NCP) after coming across a Valpak coupon for a $99 toilet rebuild special which included replacing the refill valve and flapper. After briefly describing the issue, NCP assured us the rebuild would fix our issues so we made an appointment for 12-12-2022. The plumber came and went. Since he didnt say a word to us otherwise, we assumed everything was replaced as stated on the coupon. It wasnt until later that evening, when we looked in the toilet tanks, did we discover he only replaced the refill valves. We contacted NCP again. The guy who had originally scheduled the appointment anticipated our call and said our flappers were not replaced because we did not have standard toilets. If our toilets were not considered standard, why was this not communicated before or at the time of service?! If it had been, we would have begrudgingly paid the difference to get them replaced. Instead, we were left thinking everything was replaced when the plumber left. Had we not thought to look, or for that matter knew what to look for, we may have never known. It took several calls and weeks of complaining and pressuring NCP to do the right thing, did they finally agree to replace the flappers on 01-16-2023. Again, the plumber came and went. However, later that evening we noticed both toilet tanks were running/topping off every ***** minutes. According to research, this problem is almost certainly caused by a bad flapper or flapper seat. I called NCP again to find out if it was possible the new flappers were installed incorrectly or were defective. They denied any responsibility and stated it would be an additional $200 per toilet for them to come back out and fix it. After speaking to an owner, who stated this happens all the time and customers almost always need them to come back out after they use this coupon, we believe weve been scammed.

  

  Business response

  03/27/2023

  Sounds like there may have been a little miscommunication here and we certainly apologize if there was.  But to insinuate that we are scamming sounds harsh.
  
  Our coupon special for a $99.00 minor rebuild covers universal fill valves and flappers only.  These parts do fit most toilets out there but not all of them.    The coupon does state that the special is for "Standard" toilets only.  Meaning that if a special part specific to the brand of toilet is needed, there would be additional costs to cover in ordering more expensive parts and returning to install the parts.
  
  This particular toilet needed a special-order flapper / Gasket because the universal flapper does not fit this toilet.  Once again, if this was not communicated clearly enough, we do apologize for that.  As it turned out in the end, we did order the special flappers / gaskets at no additional cost to the customer and did return to install them at no additional cost.
  
  If afterwards the toilet continued to have problems, there may be something else wrong with the toilet involving internal parts that would have to be addressed.  This too would incur additional costs because it would no longer be a "minor rebuild special". 
  
  Most of the time a simple fill valve and flapper will freshen up a toilet.  Running toilets are a very common issue.  But like everything else with mechanical moving parts, maintenance costs can differ depending on the problem.  A major overhaul of a toilet starts at around $295.00, and this is not where we start.  We offer the coupon special as an economical starting point to try and correct common issues before trying to sell a major rebuild.
  
  We test every toilet that we work on and before leaving the home we make sure that it is working 100%.  If something fails after us leaving the home, we come back to address it.
  
  Please Also see attached Coupon for your reference 

  Customer response

  04/04/2023

   
  Complaint: 19639205
  
  I am rejecting this response because:
  
  North County Plumbing (NCP) was not honest and forthcoming when we initially scheduled the appointment and used the coupon to get in the door.
  
  The plumber they sent out did not communicate whatsoever to us, and failed to perform the work as stated on the coupon.
  
  As a matter of principal, we asked them to return to complete the job.
  
  As previously stated, initially the toilet wouldnt stop running, which was corrected when the refill valve was replaced. It wasnt until they came back a second time to replace the flapper (they failed to install the first time), did the toilet tank start filling/topping off every ***** minutes. Its my understanding this is called phantom flushing where the toilet seems to be flushing even when no one is using it. If it wasnt a matter of principal, I wouldnt have pushed for them to come back out to complete the job. I now wish they had never come back out as we wouldnt have this bigger issue.
  
  Bottom line, NCP advertised a cheap service and then charged us for the service even though the plumber never completed it. They then tried to up-sell the missing flapper, stating our ***************** toilets were not standard and claimed the part was a special order. When they finally agreed to return and replace the flapper, they left us we an even pricer repair and wanted an additional $200 per toilet to come back out a third time and fix it. We truly believe they either installed the flapper incorrectly or installed a faulty one because ever since then the toilet refills/tops-off every ***** minutes, when it wasnt doing that before. Meanwhile, this has caused a rise in our utility costs.
  
  If NCP had it their way, they would have charged us a total $300 per toilet, more than what the toilets actually cost new.
  
  ********************************************************************************************************************************************************************************
  
  We now have to hire someone else to repair the toilets or replace them altogether.
  
  We would like NCP to refund our $200 so we can use this money to fix what should have been an easy, low cost repair.

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

  

  Business response

  04/07/2023

  Once again, we sincerely apologize for any miscommunication during this service call. 

  But we must defend our policy and our ads that offer specials. 

  We do hundreds of minor rebuild toilet specials for our advertised $99.00 using universal parts.  Our goal is to offer this at a special price that these days is unheard of for a service call that requires parts. 

  But as ********* states on the coupon, non-standard toilets that require special parts would cost additional.  In your case, the toilet required a specific part.  We did, at no additional cost order this part and return without any additional charges to install it.

  We are sorry that from the beginning that you feel that this service call was mishandled. 

  If the only way you will feel satisfaction of the outcome is to have your money refunded, then we will reluctantly do so as there doesn't seem to be any other way to go forward.

  Just to add a note - This work was preformed in December of 2022 - We do not agree with the Refund - But being a ****************** in our Community and a Customer that is Un-realistic with the reality of repairs with the ******* water condition with the amount of choline and other items in water that damage plastic toilet parts - We wish you good Luck with another company and see how much they charge you,

  A Refund of $ 200 was Processed Today 4/7/2023 on the Credit Card you Paid - See Attached

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