ComplaintsforSuperior Plumbing Services, Inc.

• Initial Complaint

  06/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called Superior to fix a longstanding leak in my kitchen sink. I was charged $509.93 on 5.31.24 for parts and service. The sink was fixed, although the drain was installed sloppily. Later that evening, my dishwasher leaked so badly it flooded my kitchen floor. Superior sent the same plumber to my home Monday, 6.3.24, to look at the dishwasher. As soon as he entered my home, before looking at the dishwasher, he told me that it was impossible for anything he had done to have impacted the dishwasher. He suggested that the leak did not exist, and then that I had caused it by running the dishwasher while it was open. When it was proven that the dishwasher was leaking, he told me that the line had been chewed by rats, as he would have had no contact with it upon fixing the sink.When I looked under the sink, it is clear that the dishwasher line runs behind the area that he replaced. It was very possible for him to have pulled on that line and caused some damage. I also doubt that with no prior evidence of rats in the home, that a rat would coincidentally chew a plastic line on the exact same day that the sink was fixed. The plumber was rude to both my husband and myself when we tried to discuss the matter with him. Superior's management refuses to respond to us despite many calls, emails, and responses to texts soliciting feedback.

  

  Business response

  06/14/2024

  We failed to serve this customer the ********************** way. We will be refunding the customer for the ******************** rendered. We did speak with the customer to confirm that the issue had been resolved and will work to learn from this experience.

• Initial Complaint

  10/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We called Superior out to a water leak coming through our floor last Saturday. When the plumber came, I told him we also had a roof leak and showed him a water spot on the ceiling. I asked if the two could be related and he said, "no". He cut 3 holes in our wall and could not find leak - he got in attic and said the water on the floor must be from the roof leak - charged us $400. 4 days later our entire ceiling was covered in water dripping through ceiling onto the bed below. The roofer replacing our roof that day got in our attic and said there was indeed a pipe leak and that the attic was covered in water. We called the same plumber back out - He said it would be almost another $400 to repair the pipe that was leaking - We said we already paid $400 three days earlier for them to tell us there was no leak - his response was, "well I didn't fix anything, now I have to charge you to fix it". I stated that he told us there was NO LEAK when we paid him $400 three days earlier and now we have significant damage. His response was, "well that's not my fault". He asked if I saw the leak when I was in the attic and I told him that I did not climb over the rafters to look at the plumbing and that I paid HIM to do that. We called the office and asked to speak to a manager - they said we had to request this with the plumber. I told them that we had a disagreement with the plumber and that we were not confident that he would have a manager contact us. I told the plumber multiple times that I wanted him to have a manager call me and he kept asking me why. Before the plumber left, my husband made sure that he knew we wanted to speak to a manager. After he left, I filled out the online contact form to have someone contact us - The woman (*****) responded to my request that I was not present at the house at the time the plumber was there on the second day and that they would only speak to my husband that was there - She said they had not heard from my husband that he wanted to speak to a manager. That same day, my husband followed up with the email and told her that he DID in fact tell the plumber multiple times that he wanted to speak to a manager and that he was requesting AGAIN to have someone call him. She responded that he would hear from someone in ***** hours. Tomorrow will be day 5 and we have YET to hear from a manager!! TERRIBLE customer service - rude dispatchers - questionable ethics - WOULD NOT RECOMMEND ! ! !

  

  Business response

  10/09/2023

  We will have the appropriate Manager reach out to seek a resolution on Tuesday.

  

  Business response

  10/10/2023

  The Field Manager made contact with the customer today. After discussion, the agreed upon resolution was that Superior Plumbing will refund the initial call to the customer to satisfy the concerns.

  We apologize for the delay in the resolution, and hope to be of service in the future. 

  Sincerely, 

  Superior Plumbing Services, Inc.

• Initial Complaint

  06/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To fix a small cpvc pipe and couple of stop valves under kitchen cabinet which took 30 minutes was charged $908.00 by Superior Plumbing (Job # ****** on 05/31/2023. This is an outrageous charge. The parts in total would not cost more than $50. Also they charged $89 regardless of any service and they do not apply that to the overall charge for service performed. Technician was in his van doing nothing most of the time he was here and for that time I was also charged. When i called in to customer service, receptionist said manager would call me within 48 hours. After two weeks I had still not heard from manager so inquired again by calling receptionist. Manager did call afer two weeks and was very rude and would do nothing to remedy the outrageous charges I had paid. In fact he was confrontational. This is no way to treat customer. I am ok with paying reasonable charges but $908.00 is in no way reasonable.

  

  Business response

  06/27/2023

  We present the repair price prior to beginning the job. The customer approved this price and asked us to proceed.

  We have a dispatch fee which is explained at the time of booking for all our calls.

  We provide service, we do not sell material. The material is the cheapest part of services.

  The time the service plumber was in his van was the manufacturer recommended curing time for the **** glue. The **** glue was required to make the repair in this home. This time must be taken into consideration when pricing the service as we MUST remain at the property because we always test our work before we collect. We only had one task to do at the home and waiting in the van is the most professional place to wait.

  We presented the finished task; the homeowner approved the work and paid the quoted price.

  The customer stated that he agreed to the price because he needed it fixed and he didnt know what it would take to fix it. He followed with had he known how easy the task seemed he would have not agreed to our price. The customer also confirmed that the repair was still intact and correct.

  I have attached a copy of the invoice with signatures.

  Customer response

  06/27/2023

   
  Complaint: 20215204
  
  I am rejecting this response because:
  

  There is no way that a 30 minute job with parts not worth more than $100 I was charged $908.00. On top of that this is a company which does not allocate the initial fee for appearing on site to the total cost. Also this company charges customer for totally idle time spent by employee. Lastly this company does a very poor job of handling customer complaints by initially ignoring my complaint for over 2 weeks and then the manager us totally dismissive of my complaint in talking to him. A completely ripoff company I will not do business with again.
  Sincerely,
  
  ***************************

  

  Business response

  06/28/2023

  As a flat rate company, we do not charge time and material,we present the full cost before we begin. This is the time for the consumer to decide whether they would like to have the repair made. The price was presented to the customer prior to beginning and was approved. The suggested cost by the consumer is almost the same amount as the agreed upon price to have the plumber come to the home, assess the issue, and present the flat rate price. It would be hard to imagine that the cost to perform work would be equal to the dispatch fee. In flat rate pricing, idle time is needed to allow glue to dry. This time is taken into consideration by any professional and the cost is the responsibility of the consumer. A professional will allow the glue to cure per the manufactures instructions and then test the repair.
  We present ourselves in a professional manner. We perform work within the plumbing code and follow best practices. We present our price before we begin and ask the customer to approve the completed work before we collect. In both cases the customer gives the approval with their signatures. We followed all protocols as the time stamps would confirm,the customer agreed to the dispatch fee as our recorded calls will confirm and only after we left, the customer wanted to changed how they felt. When a price is submitted and approved, when work is performed to satisfaction and approved and paid for by the same person it is very difficult to understand how they feel differently. The customer has chosen to renegotiate the completed work, and this just isnt not how Superior Plumbing operates. We cant restore the home to the broken condition we were called to repair. The services cant be returned. We in good faith made the repair requested by the homeowner at the price both parties agreed upon.
  We will not be able to return the customers funds just as the customer can not return our cost incurred to perform the task and subsequent cost defending the good faith agreement and professional repair we made before and after the transaction.

  Customer response

  06/28/2023

   
  Complaint: 20215204
  
  I am rejecting this response because:
  

  The company is failing to acknowledge that they have deliberately overcharged the customer by an enormous amount. Secondly their customer service is very poor, especially the manager who i interacted with. The reasonable solution would be to return a portion of the intentional excessive charge.  This is taking advantage of the customer and is unacceptable.

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

• Initial Complaint

  04/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband hired Superior Plumbing Services to do work for us: find the water leak that was dripping to downstairs ceiling.l and figure out why sink was gurgling. The technician found the source of the leak which was a leaky faucet from the tub. Superior changed the faucet cartridges out. My husband asked for a second faucet that was dripping water to have cartridges changed as well. When I got home I asked could he do a third faucet upstairs and the technician said no problem. He did not tell me the cost would be $222 for the add on, else I never would have asked him to do it,We paid for the service call $89.53 and $179 to find the leak. The technician charged $280 for the first faucet handle and $444 for the last two faucet handles. He did not show the final bill until he was leaving. I was in complete shock. To make matters worse, he said he wasnt the technician that could fix the drain and that we needed a specialized drain tech to come the next day and it would be $850.The invoice did not show the total costs until the end, where my husband had to sign three times to pay the bill.The pricing is outrageous. I called the office and spoke to a manager *****. He said those are their prices and we signed for it. I told him I never signed for anything, and my husband signed initially and only at the end. I said we were not told the faucet would be $222 for the last two.This is a complete rip off and superiors employees gave a very nasty attitude,We want to be reimbursed for 50% of the faucet cartridge change charges.Additionally, they never fixed the gurgling drain issue. We have had a leaky faucet cartridge changed before and it was less than $75 dollars.We paid $995.11 for 2 hours and 20 minutes of work done by one technician.

  

  Business response

  05/19/2023

  Upon arrival we did meet with ****************** who requested service.

  The invoice was added to and resigned multiple times. Please see attached.

  I have included the final invoice, with an audit trail, as well as several copies of the invoice with signatures as it was amended.

  Authorization signatures were captured at : 2:40pm, 3:20pm, 3:35pm, 3:27pm, and final signatures ant 4:35pm

  You can see the increase in the invoice totals.

  When the customer reached out to the office, the Service Manager *****, tried to explain where the customers husband had signed for work and the upgrades & the hung up the phone twice during the explanations.

  We performed the work we were asked & authorized to perform.

   

  Thanks!

   

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

  Customer response

  05/19/2023

   
  Complaint: 19955163
  
  I am rejecting this response because:
  
  They did not explain their exorbitant rate. Further, my husband said he signed to do the work but not for the rate. I requested the last sink faucet handle to be done, and the tech never showed me the cost. In fact, I asked if it was $50 when he was completing the invoice. He said, Well no, and laughed. I was shocked when he told me the total bill. 
  

  When I spoke with *****, he was very unprofessional and seemed to be annoyed that I followed up with a phone call. I called him to discuss my experience. He argued with me on the phone and didnt treat me with respect. He said, our rates are our rates. 
  

  I wrote the President and he never responded to my email.

  We paid more $995 for work that was principally to change washer in the faucet handle. What they charged  is higher than lawyers, doctors, and other professionals and plumbers.  You can tell by the invoice that they backed into a high number. This worked out to be more than $400 an hour.

  This needs to be made right. I am not satisfied.

   

   

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

  

  Business response

  05/31/2023

  A request for refund for half of last task on the invoice has been submitted for processing. 

  Superior Plumbing strives to give fair and reasonable, up front flat rate pricing, to all our customers.

   

• Initial Complaint

  07/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Next door neighbor hired Superior Plumbing in townhouse complex. Plumber has taken over two weeks blocked a shared driveway and thrown trash all over my and other the neighbors property ( food, cigarette packs and butts, construction trash, cement, pipes and has made a terrible mess and parked in my and other neighbors parking without permission. Called Superior and she said I dont know what you want me to do about it. I want it cleaned up and stay off my property. I had always heard Superior was good but that is not at all the case!

  

  Business response

  07/26/2022

  We did make a visit to this complainants neighbor on Friday July 8th, 2022. The neighbor had us do a repair on a leak in her courtyard. We were onsite only that day. We provided the customer with an estimate to do a replacement of her service line. The customer chose to go with another company, and Superior Plumbing did not do the major work. I contacted our customer to confirm this and she confirmed that they had another company do the work. I spoke with the elderly homeowner at first, but her daughter filled me in on the work. This complaint is not for our company, and we believe the incorrect information was relayed to the complainant. We have attached a copy of the invoice for the work we performed.

*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. ↩