ComplaintsforGwinnett Area Plumbers, Inc.

• Initial Complaint

  11/23/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I called Gwinnett Area Plumbers on Nov 2, 2021 about a leak in family room ceiling. I reminded them of who I was and had used their service before in January for 3 toilets to stop a high water ****. Before they came, I told the technician, ****** and then *****, the owner that it was the toilet in the master bedroom. It had not been used for days and the problem stopped.****** came out on November 4, found a hairline crack on toilet bowl near the tile floor. I needed a new toilet. Service charge was $55. He would install it on Saturday Nov 6 btw **** pm. It would cost $240. He came to install. The ceiling was dry. After he removed the toilet he said the ****** was broken. Some of wood around it was loose and soft. I took pictures. I asked if he seen this before and the results of installing a ******. He said he was a master plumber not a handy man and he had the experience to stop the leak. The flooring would eventually have to be addressed. But with no heavy weight on the flooring under the toilet, the floor will hold up with new ******, problem with leak will stop. He had a ****** on his truck. Cost would me $295 cut out old ****** and install new one. A new supply line $30. He ask me sign about not responsible for toilet sinking in floor. I paid with check #****, $595.On Monday night water started leaking from same spot on ceiling and addition to a ***** line and a second spot. Water on floor and TV stand. I called ****** Tuesday morning and told him about leaks larger.I text him and he called and said flush toilet and turn off water line. I did and he said he would call *****. I also called ***** and he called and said work was not guaranteed. He could send ****** back to my home. I asked what would he do to stop leak. He said nothing. I never heard back and I stopped payment on the check online, $25. ***** called on Nov 18 and texted. He texted and said GAP would die me. It was illegal to stop payment. I am 65 years old and know when I got taken.

  Business response

  11/23/2021

  Gwinnett Area Plumbers was called out to the residence on a complaint of a leaking on the ceiling.
  
  Plumber noted that the toilet above was cracked and needed to be replaced.
  
  Plumber returned to install her new toilet by first removing the original one. At this time, it was noted that the ****** needed to attached the toilet was cracked and that the surrounding wood was severely damaged.
  
  We proceeded to repair the ****** and recommended the floor be fixed ASAP. Nonetheless, the customer wanted the toilet installed regardless of the damaged floor. At that time, we asked the customer to initial the contract and the statement "We DO NOT guarantee the toilet would not leak onto the ceiling."
  She initialed said statement and we proceeded.
  
  A few days later she called to say the leak had returned. I stated that I was not surprised, but if she got the floor repaired, we would come back at NO CHARGE to professionally reset the toilet.
  
  It is this firm's position that she new the terms of the work ordered and confirmed that fact by signing the invoice and initialing the "No Guarantee" clause.
  
  Pictures of the heavily damaged floor and a copy of the original contract is available upon request.
  

*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. ↩