ComplaintsforA-Total Plumbing, LLC

• Initial Complaint

  10/02/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Did not complete the contract for services provided. They failed to uphold the agreement to remove all cast iron plumbing in the interior parts of the home after agreeing to remove.They charged for camera the line and locate when they stated it was free with inspection but charging the account.There was a additional water damage caused by the incorrect installation of plumbing from roof vents that was half completed that flooded my kitchen and den and Laundry Room floor and subfloor that the company came to fix correctly then accused that someone cut on my water service which I had no water cut on since February to the house .It seems like over charge on services when they mention the cost were lower a month prior. **** than ************************************************************************* of agreeing to leave cast iron and denying that they had agreed to remove all cast iron from internal parts of the home . They basically said I was lying about the conversations that was recorded. The representative literally listened to the conversation and called to say the customer was right of my account of what I was promised vs the Plumbing Company Employees. They s contract is voided because the company failed to up hold there agreement for service and accused me the customer of not telling the truth about my account of the agreement. I dont feel valued as a customer, I feel over charged for these services that is still not completed but was billed ********* for with limited financing of no payment for 3 months even though the work is not completed.

  

  Business response

  10/08/2023

  Thank you for reaching out to us with your concerns. At our core value-driven company, customer satisfaction is our topmost priority, and we are committed to addressing all complaints in a timely and meaningful manner. We value your business and appreciate the trust you have placed in us. We assure you that we are taking your complaint seriously and working tirelessly to resolve it to your utmost satisfaction. Your patience is highly appreciated, and we look forward to the opportunity to demonstrate our commitment to your happiness and success.

  Customer response

  10/08/2023

   
  Complaint: 20686686
  
  I am rejecting this response because: 
  Complaint: 20686686
  
  I am rejecting this response because:This could have been completed in a professional manner even though this insert of PVC was still not installed completely additionally cast iron just below this kitchen area still exists. After careful consideration I don't feel this company  A Total and its representatives that have been working on this project, had my best interest at heart concerning my family and our plumbing needs and expectations of removing all cast iron pipes or plumbing. I feel the client relationship was compromised with false information and misrepresentation of the project that is still not completed.
  Being accused of not knowing what I agreed to and was told the company representatives denying the agreement to provide their expected service that was not provided at all . This is too much to deal with on all professional levels.
  Please advise I don't feel comfortable moving forward with any client relationship after multiple mistakes , disregard for the contract terms and false information  accusations of water being cut on etc have been made against my self and family members. I have suffered damage flooding from plumbing that was installed. Still drying out to this day 
  No offers of mitigation for the damage. Please advise reimbursement and refund procedures , Because that contract was not fulfilled by the company at all.  the work that has been allegedly performed was not correct and not completed in full which void contract terms can be viewed in photos the where taken by your company and the water damage to the **** unit due to the lower laundry room and bathroom and den floors flooding from plumbing downstairs. 
  I will have to  hire a new contractor for plumbing that doesnt alter documentation with false signatures and misrepresentation of contract that wasnt completed by the work description but billed over charges that was not to be billed. Please adjust account accordingly to provide for mitigation and damage caused by incorrect installation of plumbing. And the unprofessional plumbing access that was not properly professionally cut out , I had to repay contractor for damage drywall because this job wasnt completed with all cast iron being removed  wasnt told that cast iron would be left inside that house accused of agreeing via recording was found to be telling the truth about all work that I agreed to get all cast iron removed in home after the recordings where released  and the documentation was signed with a fraudulent signature I did not sign that I was satisfied with the work preformed at all . Their has been so many red flags even the Representative still trying to pressure me about getting all internal and external work removed that contained cast iron I told them multiple times I can not afford to do a full removal of outside slab cast iron removal. I feel preyed on as a single family homeowner my first home this has been a nightmare. When companies take advantage of a person situation up selling and boosting prices. I cant trust a company who would misrepresent the  truth about a customer service that wasnt provided. 
  They are still attempting to reach out but I dont trust the in result . Because they have not stated a resolution as off today. In which they are aware of how the company would like to move forward by now . This is probably not the first time something to this nature has occurred by this company. 
   
  I look forward to hearing from you 
  *************************
  
  Sincerely,
  
  *************************
  
  Sincerely,
  
  *************************

  

  Business response

  10/13/2023

  Good afternoon *******,
  
  
  As a valued customer of **********************, we always strive to meet the highest standards of service. We understand that there were some inconveniences caused during our recent service, and we want to make things right.
  
  
  We are pleased to inform you that we will be refunding the cost of the locate line with locator and the camera sewer line, which totals $986.00. You can expect to receive a check in the mail within a week.
  
  
  In addition, we would like to inform you that ***** will be taking care of the following tasks:
  
  
  - Laundry Box
  - Capping 2 Toilets
  - Replacing any exposed cast iron
  
  
  
  
  If you have any further questions or concerns, please do not hesitate to reach out to us.
  
  
  Thank you for choosing A Total Plumbing.

  Customer response

  10/24/2023

  Complaint: 20686686
  
  I am rejecting this response because: This issue is still not resolved.  
  
  Sincerely,
  
  *************************; 

  Customer response

  11/02/2023

  They have not fixed the issue with the plumbing and they have not settled with any form of payment as stated on their response 

  

  Business response

  11/16/2023

  We have refund the customer a check for some of the work they feel was not done.  We have also gone back to the home to fix all issued on there list of complaint and send email responding to her request.  We value all our customer and try and always do the right thing. You are a valued customer and what to assure you of this.  I know we have been slow in responding but I just took over the complaint and many more jobs.  I am respond as fast has I could.  Hope you have a great day and a good Holiday!  Thanks you for expressing your concern with us and I will make sure we try and stay on top of any issue.

  Customer response

  11/16/2023

   
  Complaint: 20686686
  
  I am rejecting this response because:
  The P traps are not leveling in a correct position and and both toilet flings are not installed correctly they are unleveled had to but larger equipment for this problem . This needs addressing immediately The tech *** knows what I'm talking about. This again is costing money and time  and need addressing. The plumbing pvc is not leveled correctly it affects all the plumbing hook ***** Which is a additional cost for myself after being over charged for plumbing and items that I wasnt supposed to be billed for that is why a adjustment was made but not to the account in which  still has a outstanding balance with the over charge that was supposed to be free of charge. The inconvenience of further damage to my home was not compensated and damages to my sub floor, items in the path of flooding water , Hvac which water made contact and the water heater which is not protected by the water intrusion that was caused by incorrect plumbing hookup that caused flooding in my kitchen, laundry room, downstairs den areas . 
  

  These items can easily not issues related to this water damage and may interfere with regular functioning in the future with should be taken to consideration because this was caused by faulty plumbing installation which cost ****** dollars . I have not been offered any additional compensation that would cover for the damage to these items in my home or subfloor and interior wall beams being wet from the water leak from faulty plumbing installation and my roof has not been inspected or attic  for compensation for the water making entry into the home and possibly damages to the roof and attic structure due to the plumbing vents being installed incorrectly on two points  on the roof  that flooded water into my home . 
  please advise these damages and compensation and inconvenience of the plumbing not being installed properly or correctly .  
  I have emailed and text and have gotten no response anymore from A Total Plumbing 

   

  No water was active at all , In the residence. Per Clayton *********************** report 
  The Flush master's technician came out today, I am still waiting on a response resolution regarding the flood that occurred which compromised my HVAC and HOT water tank , sub floors and could have damaged my drywall.
  
  My appliances are not under warranty In which this should be taken into consideration as well due to the nature of the water flooding from plumbing installation from this company that was not correct also please take note that I was accused of not knowing what I agreed to basically told that I was lieing about what I was promised regarding the overall job that was not completed at the time . I was finally sent a technician from your company that completed the job today , and  hopefully these ongoing plumbing issues are now resolved . 
  
  And hopefully my plumbing can be reconnected, for my Toilets , sinks and Kitchen, Dishwasher, Washer Machine without any further issues regarding drain lines , etc 
  
  It should be noted that the plumbing drains are not leveled properly which could interfere with completion of some of these reconnections
  
  
  Please update the credit account that financed this job to reflect adjustments and dates to reflect the job that was billed was completed today not in July under the promotion . I should only have been billed for a completed job  that was not finished or completed or billed correctly and

  This should be addressed immediately 
  Please advise response for additional adjustments requested due to all of these errors Regarding my affected items that are not under warranty . 
  

  The plumbing warranty should cover these errors that your technician caused and reimbursement for these damages as well .

  
  Thank you 
  *************************;

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

  

  Business response

  11/17/2023

  We have attached the email that the president of the company wrote listing all the issued the customer wanted us to fix along with the invoice show that *** did all the thing on the list as requested.  We have done more things than what have been listed on all the invoice free of charge.  We will not be issuing any refunds on the job. This case is closed and will not longer be servicing this customer

  Customer response

  11/18/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  The company respond and states they are putting my account on do not service . They have not addressed the problem and the plumbing is still not correct, and they are not taken in accounts the damage the faulty plumbing installation caused . The plumbing has a warranty for the work that was not completed. They are refusing to cover the damages and the plumbing warranty to correct the pipes so they can be connected without any problems of leaks like before when they incompleted the job they were hired to fix , and install. 
  
  

  Regards,

  *************************

  

  Business response

  01/02/2024

  I have forward the form for signature and will have to get them back before we can proceed.  ************* requested  ----provide pictures of the flooded house I have requested photos have not received any updates .Don't know anything on the house being flooded by A Total Plumbing this is the first I have heard about that .  I know she had flood damage in the home over a year before a company came out to her home on 7-19-23 so that mean the house was flooded in 2022.  Before we did any work there.  I have gather all the picture we have and all invoices with all the work that has been done that she requested.  I don't understand what she wants now.  We have written her a check for $986.00 on 10-23-23 and customer signed off on the original invoice saying she was happy with the work.  We did extra work at home that she was not charged for as well.  The email attached was what she wanted fixed and all that work was done.

  Customer response

  01/02/2024

   
  Complaint: 20686686
  
  I am rejecting this response because:

  Your company has knowledge and pictures of my house that flooded from your company installation that was done incorrectly. Please stick to the facts . This company continues to misinform and misrepresent the entire problem the tech ******* installed the plumbing incorrectly and didnt complete the removal and install in areas which caused the plumbing to flood my home after the plumbing was said to be completely installed but wasnt because the same tech left additional cast iron In kitchen and laundry room that the then accused me of lies about the facts all cast iron was to be removed, they refused to honor warranty on work , and charge the account wrong charges billed  for free items  etc inspection, camera line locate . They received payment from lender and did not complete the repair / installation / warranty due to incorrect installation they provided . And your company also stated that you were putting my account on do not service 

  so they are not honoring the warranty that I was also charged for in the price. These conversations are on record the employee actually went back to listen to all the items that I was told and promised that wasnt delivered.
  How can I be happy with further damages and delays if the work is wasnt completed and because it was not installed properly. The second tech ***  2 a Master ******* ( Job Title ) attempted to fix what ******* and *** 1 failed to complete. Because my house had flooded at that time from the first technician that installed incorrectly ,

  This is a dishonest company who alters documents to scam customers once that receives payment from finance company for work that they havent completed.

  I also asked for break down for price and charges they would not provide it .Receipt of what was the cost per company for materials used they would not provide detailed statements. They did not provide how much per foot the cast iron was or the labor hours for installation or cost for materials 

  Which I find odd based on the amount that was billed that did not seem reasonable . 

  They have photos of the flooded areas in my house 

   

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

• Initial Complaint

  03/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 3, 2023 a second technician was dispatched to my home to assess the leak in my shower. The previous complaint of the service fee was resolved as the manager refunded the service fee and expressed his aim to satisfy the customer. The second tech looked at the shower valve through the existing cut out in the wall. He confirmed that I absolutely must replace the pressure valve and shut off valve. The tech was instructed by management to take care of me and so the cost of cutting and replacing the copper pipe would be waived. The tech put everything back in place and gave me a price of $936, which was a far cry from the original $6600. The previous tech got the price down to $1400 which included the pressure valve, shut off valve and the shower valve. I told him that was more than I could afford so he scratched off the shower valve. Back to the 2nd tech at$936.....he left and I was to call later in the week when I had the funds for repairs. When I turned the water back on, the leak worsen so I called the tech to tell him. He could get back that evening so he instructed me to go purchase a tub faucet with diverter...so I did. We had to go without water until he arrived the next morning which was stressful for my 86 year old mother. He came and fix what he quote and left. I took a shower and the shower still leaked but not as much. I called them back yesterday, March 6th and the same tech returned. He went straight to the shower valve that gave him difficulty when doing the repairs. Now I'm told the shower valve must be replace and will cost $800+. When I asked if that was the original problem the tech said it could be. So I paid $936 for them to fix the leak....but it still leaks. I insisted on speaking to the manager I spoke to previously and voiced my frustration. He said in plumbing there's a process of elimination.....I don't think it should be at the customer s expense! He offered to reduce the cost by $200....I STILL HAVE THE LEAK...NOT SATISFIED!

  

  Business response

  03/10/2023

  Our service manager talked to you while our tech was on-site 

  there is nothing more we can do 

   

   

  Customer response

  03/10/2023

   
  Complaint: 19553895
  
  I am rejecting this response because:
  They are Not worthy!

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

  

  Business response

  03/13/2023

  The customer was originally quoted the price with the shower valve and she declined. She was upset with the $89 service fee, so I waived it because I truly want to help. After waiving the service fee I offered to send an additional technician to assess the situation. The technician verified the shower valve needed to be replaced and I offered the customer a discount to help her. Their are only 4 reasons why plumbing fails: Lack of maintenance, Improper installation, Mother nature, and things simply get old and wear out. We are not responsible that the shower valve is leaking. The customer also had water pressure that was above code which can cause leaks.

   

  The customer was content with me waving the service fee, but I wanted to send another technician out there to verify. I could have offered to not send another technician, but I followed one of our core values: Do the right thing.

   

  Customer response

  03/13/2023

   
  Complaint: 19553895
  
  I am rejecting this response because:
  I called A Total Plumbing to repair a shower leak and made it clear that the water leaked in the basement only when the diverted was pulled to activate the shower. If the two techs that came out to give their assessment both determined that the shower valve needed to be replaced, it should not have been given as an option to reduce the price. The tech cut and replaced a ****** pipe in the precut hole in the wall at no charge and replaced the pressure valve and shut valve, which both techs told me I had to have. The tech was called back because the water still leaked into the basement when the shower was used. The tech then determined that the shower valve must be replaced and would cost over $800. The shower valve cost less than $100 so the cost to install it is more than $700. Again...the techs repair leaks everyday as a profession....the shower valve should have been the you must have item as the pressure valve was....$200 for the part and $400+ to install...I get that! But fix the problem you came out to fix....don't ask the the customer if they want to eliminate the part that's cause the problem. Do the right thing and satisfy the customer!
  Sincerely,
  
  ***********************************

  Customer response

  03/15/2023

  Better Business Bureau:

  I would like to reject the offer of Mediation for complaint ID ********. It's not worth the time. The awareness to others is my mission. 

  Regards,

  ***********************************

• Initial Complaint

  02/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  February 16, 2023 a technician came to me home to address a shower leaking into the basement. I provided a short video and the tech proceeded to remove access panel in the wall. I pointed out 2 other leak issues under the kitchen sink and a bathroom shower handle/shower head. The technician provided me with a $6600 estimate and proceeded to eliminate items to lower the amount. I asked him to focus only on the shower leaking in the basement....never was the shower turned on to see exactly where the problem was coming from. I was told that the valve and the pressure regulator had to be replaced, the shut off valve and the faucet kit. I ask the tech to eliminate the most costly item which was the valve....still $1400 without pinpointing where the water was leaking. The technician was absolutely knowledgeable and educated me in various plumbing issues. I regretfully paid the $89 I was told would go towards the repair. Yesterday I replaced the faucet and shower head.....but the leak in the wall is still not repaired. I called the office and express my disappointment of spending $89 and nothing was repaired and was asked what budget would work to fix the leak...I was also told the water pressure regulator had to be replaced before anything else. Someone was suppose to call me back but never did.

  

  Business response

  02/27/2023

  Dear *************************** and the BBB,

  I personally reached out to ***************************, and I understand where she is coming from in regards to the $89 service fee. However, A-Total Plumbing stands behind our prices. Customer satisfaction is extremely important to us and after speaking with ***************************, I believe we have made it right.

  Customer response

  02/27/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Spoke to **** whose aim was to make things right, therefore will refund my service fee. In addition he's sending a tech back out to access the problem and hopefully repair the problem.  I'm pleased and will use this company for future plumbing needs. Excellent **************** from upper management. 
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  10/21/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have attached a statement. Thank you for your help and consideration.

  

  Business response

  10/28/2022

  Please see attachment

  Customer response

  11/03/2022

  Please see attached response.

  

  Business response

  11/18/2022

  November 14, 2022
  
  ***** and *****************************
  182 *****************
  ******, ******* 30132
  c/o Better Business Bureau of Metro Atlanta
  235 *****************
  Suite 900
  *******, ** 30303
  
  RE:  Purchase of a Water Conditioner from A-Total Plumbing, Inc.
  
  Dear Mr. and *****************:
  
  Please call my office at ************ and confirm the address where you want me to mail your full refund check. In exchange, I respectfully request that you sign a full release to document that we have fully resolved this matter.  Could you please also provide me with your preferred contact phone number and email address?
  
  You have eloquently stated your position in an amicable and well-reasoned manner.  Would not our world be a better place if all disagreements were handled this way?
  
  Although I disagree with almost every point you have made and will defend the professionalism, integrity and training of my employees and the science of our industry, you completely changed my position with your last argument.  We guarantee your satisfaction through our exclusive warranty.  Our standard is not based on what I know or believe, it is based on what you think.  If subjectively you are not happy, then a refund is due. We have been a proud member of the Better Business Bureau for ____ years and achieved their A+ rating.  In all of these years, I can only recall ___ complaints out of over _______ customers.
  
  In hindsight, I wish we had requested that you consult with your dermatologist before buying any system.  Thank you for acknowledging that ************** would not sell you a systemyou asked for but he did not believe you needed.  I am proud that our employee would not violate the core values we teach and stress.  I am also proud that he went the extra mile to help and please you by relying on knowledge, information and training that we provide to him. 
  
  I apologize that you were not satisfied and will strive to better my business from what I have learned.  
  
  Sincerely yours,
  
  
  *******************************

  Customer response

  11/23/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  This is still an open item between us, but my wife and I have agreed to the proposed resolution.

  I also want to mention that ******* and the rest of A-Total Plumbing were responsive and respectful throughout this whole dispute.  They should not be negatively impacted by this complaint as we have reached an agreeable resolution.

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

• Initial Complaint

  05/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was told the work will be inspected by city no one has come out its been a full month this has been completed and I received no call at all and every time I call to inquire I get the run around someone will call me back but never due feel like Ive been ripped off at this point

  

  Business response

  05/18/2022

  We will contact you and make you a priority . You are very important to us !

  Customer response

  05/18/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

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