ComplaintsforLlona Plumbing

• Initial Complaint

  10/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  July 23, 2022 Invoice # ***** Their technician ****** has done a poor job in fixing the water in my bathroom and caused me a lot of unnecessary expenses. For one, leaving my water running all night. Another issue is I had to wait three days for ANOTHER plumber to come to my house. So my family was without water causing a major inconvenience. Third, the other plumber charged me extra to undo the poor job that ****** had done, when it should have been done the correct way. When my bank contacted this company, they said I agreed to this service. I clearly did not and I want my refund on this because it cost me time and more money than it needed to. I have left messages for the management and have yet to receive a call back.

  

  Business response

  10/05/2022

  *****************,

  You called our after-hours service and scheduled a service call for our technician to come out and install a part you had purchased.  Upon arrival our tech noticed the current cartridge was broken, as if someone had already tried to remove the cartridge and broke it trying to take it out.  He was able to remove the part and installed the part you provided.  You then asked him to perform other work, that was not considered an emergency.  It is our policy that our customers call the office during regular business hours to schedule the non-emergency work.  This is also for the customers benefit, so you are not paying the after-hours hourly rate.  

  Lastly,  If you noticed a week later that your part was not working properly, then you should have contacted the place your purchased it from and had them send you a new one.  We do not warranty parts that we do not provide.  However, we would have warranted the labor had you contacted our office directly instead of posting picture of our employee and harassing him online.  In addition, you already contacted your credit card company and initiated a chargeback, which they ruled in our favor, and just as your bank feels, we also feel these charges are warranted and deserve to be paid, so no refund will be issued.  

  Regards,

  Llona Plumbing

   

  Customer response

  10/05/2022

   
  Complaint: 18155014
  
  I am rejecting this response because:

  You are deflecting from the real issue here. I told the dispatcher on July 23rd that I had a leaking shower head and I think something is wrong with my water pressure. I also bought a new handle and asked if the technician will be able to handle this task. The dispatcher said yes and had the technician ***** call me. He spoke with me and said he will be able to do the job, he just needed to finish a house around Bayshore area. 
  
  There was no broken cartridge so for you to pretend to make excuses is absurd. You keep stating that "as if someone already tried to remove to cartridge and broke it". You have no proof of that statement and you also do not realize that ***** left my shower handle LOOSE and water was leaking worse than what originally was. Too bad you cannot confirm that because you don't want the truth to come out about your technician. 
  
  ***** tried to quickly leave my house until I had to run to stop him. He left my shower handle loose and the water would not stop running. I explained to him how the handle was loose and the water is not turning off. He responded with "That is your problem, Ill come back Monday". He also left my water on overnight where water was running down the street and all throughout my yard.  
  
  This caused me to have a $300 water bill from the water this plumber left on overnight. My family and I could not use the shower for 3 days since I had to wait for ANOTHER plumber to come fix this issue.  ***** never showed up on Monday so I had to pay another Plumber (Cool Today) to arrive on Tuesday. When the new plumber ****** came to my house, he had to undo the work ***** had done  poorly. Even this technician recommend that I file a complaint to the BBB because of the mess ***** made when he came. The technician fixed everything that ***** did not fix all within one visit. This costed me more money than I needed to. If ***** fixed the issue In the first place, I wouldnt have an issue at all.
  
  Where are you getting the "week later" part? I tried calling the FOLLOWING day but you were closed on Sunday. July 24th fell on a Sunday. I called Monday and your dispatcher said the manager is on a vacation so once again, there was no "week later" when I called the following day and numerous times later. I even have call logs.
  
  *** also stated that these are after hour charges, but when I spoke to the dispatchers they told me they have a technician who will fix the leak and water pressure that I needed fix. If they could not fix this, why not let me know? I only agreed if the leak and water pressure is fixed, not for someone to come to my house and leave a loose shower handle with the leak and water pressure in worse condition than it previously was. Also, leaving me out of more money and not using the shower for 3 days.*** asked a weird question, asking if I left them some negative ****** review that had ****** photo attached to it. I did not know anything about that, let alone have time to leave a ****** review for them. When I said No she said, "Oh well your invoice has this ****** review attached to it". This is a form of defamation, where they are clearly lying, and attaching someones negative service on my invoice to try to prove a point. That review most likely does not have my name or any information so why would they try to pin something to my name that is not me?
  
  Instead of realizing the customer is right in this instance, you want to take up for your employee even if it causes your management to lie. For you to claim I wrote a ****** review when I can prove I never did for your company, is very unprofessional. You could put ANY negative review and claim it was me to fit your narrative. You guys truly should be ashamed for trying to fight $290.00 when that is owed for the poor service ***** has done. I do not want to deal with your business ever again because you are wrong to take advantage of customers who needed emergency matters taken cared of. To leave a customer with a leaking shower, loose handle and water running overnight is the worst a customer can ask for when it is the OPPOSITE of what was requested. This service was not as described and I want my refund immediately. 

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

• Initial Complaint

  07/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This plumbing company performed work on pipes (replacing water shutoff valve) in the condo unit directly above my condo unit. Upon completion of their work, water leaked from those pipes down through multiple walls and ceilings into and through both my unit and the unit below me. I've incurred several thousand dollars in water remediation and repairs needed for my unit. So far the water remediation (Dririte company) to dry out the walls, ceiling, and floors cost $2158.95. Additional costs pending: Baseboards and quarter round were removed by Dririte, for the water remediation. These still need to be repurchased and reinstalled. Paint is also needed as a result of paint coming off the drywall in the affected areas. I have contacted the Llona plumbing company many times, only to initially be told someone would call me back, though no one ever did. I eventually got ahold of someone after calling multiple times, only to be told that they didn't feel they were responsible. They told me to talk to the owners of the unit who hired them and tell them to file against their homeowners. I had however talked to the owners of the unit above me multiple times at that point who were also trying to work with them. The interesting part is, Llona Plumbing Inc did actually send a dry remediation company and took responsibility for the unit above me where they worked and the water originated. I have been sent round and round in circles since the incident began on June 30th. I would just like the responsible party to do the right thing and reimburse me for my costs of remediation and repair.

  

  Business response

  08/17/2022

  Business Response /* (1000, 5, 2022/07/21) */ Ms. ********, We are sorry you experienced issues. But as we told you when you contacted our office, based on our investigation, we determined this issue had nothing to do with the work which was performed at your neighbors home. Sometimes when you have a building with older pipes these types of issues arise, and we do sympathize with your situation. As we suggested previously, you should contact your neighbor, and file a claim with their insurance. Consumer Response /* (3000, 7, 2022/07/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) This Plumbing company has tired, and still is trying, to push off responsibility to the owners of the condo unit in which they did work, or the homeowners association; whoever they can. They initially claimed it was HOA responsibility, and then later the residents. The pipes in the building are not that old. The building was built brand new in 2001. There have been no issues with pipes in the building just randomly leaking aNywhere within the walls of literally hundreds of units. (This has been confirmed with HOA management). The leak occurred the day that this plumbing company did work, immediately after the plumber completed work. Expenses include: Water remediation (drying out the water in the ceilings, walls, and floors); Replacement of the baseboards removed in living room, hallway, Kitchen, and stairway; replacement of paint on drywall, and tenants have requested reimbursement for approximately $100 increase in electricity bill for that month due to multiple industrial size fans and dehumidifiers running for more than a week to dry out the above mentioned areas. Documentation for all above mentioned items available. Business Response /* (4000, 9, 2022/08/01) */ This is not our customer. Consumer Response /* (3000, 15, 2022/08/14) */ The customer of this company was the condo unit directly above me. They worked in that unit, causing a leak in their customer's walls that leaked down through the walls into my condo unit. I previously attached the receipt shared by their customer. Their work caused water leakage throughout 3 units: their customer's, mine, and the unit directly below me. This company should Be insured for this sort of thing. I think it's shameful that they are still trying to pass off responsibility, and won't just take care of this or utilize their insurance.

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