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Business Profile

Plumber

Diamond Head Plumbing, Inc.

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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  • Initial Complaint

    Date:01/20/2024

    Type:Billing Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Invoice: #******** Invoice Date: 1/12/2024 As I indicated in the attached invoice, service agreement, and email communication the labor rate charged on the invoice does not match the rate given on the service agreement ($180 vs $275). The email response indicates that Diamaond Head Plumbing (DHP) "always try to tell the customers about the price difference" but in this case I was not informed the labor rate would be 53% higher due to me supplying the part. Had I been told about this during the scheduling of the work during the phone call I would have instead selected a more favorable plumber for the job. In this case I am expecting that a BBB A+ accredited business please take the proper and honorable action here to adjust the invoice labor rate to the amount stated in the service agreement document and promptly process a credit back to my bank card. FOR ANY COMMUNICATONS REGARDING THIS MATTER PLEASE CONTACT ME VIA THE ***** ADDRESS PROVIDED ON THIS COMPLAINT. Thank you.

    Customer Answer

    Date: 02/09/2024

    FYI - As of today I have not received any response from Diamond Head Plumbing Inc.   Is it normal for a BBB A+ accredited business to take this long to resolve a complaint?  How long do they have to respond before it affects their BBB rating?  Thank you.

    Business Response

    Date: 02/21/2024

    Aloha,

    We will be issuing a refund for the difference. Thank you for your patience.

    Mahalo,

    Diamond Head Plumbing

    Customer Answer

    Date: 02/23/2024

     
    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,

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

  • Initial Complaint

    Date:10/16/2022

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Diamondhead Plumbing came to our home to look at our sink. It was agreed to install a NEW sink - REMOVE old one.They measured sink for a new one.OLD sink removed - So we had NO SINK. Plumber came on a Monday - told us the sink chosen for us , based on THEIR measurements - DID NOT FIT. ******* LEFT to find a NEW sink. ******* told my sister to buy DIAMOND MAGIC- and WE needed to SCRAPE/CLEAN around sink area - before ANOTHER NEW SINK was chosen AGAIN for installation. We were told that WE - NOT THEM - needed to SCRAPE/CLEAN hard rust buildup. The NEW sink was installed THURSDAY - it took 4 days! During 3 of 4 days of NO SINK - WE HAD TO WASH DISHES IN GUEST BATHROOM SINK. AFTER NEW sink was installed - my sister was told WE OWED MORE MONEY. WE NEEDED TO PAY for the DIFFERENT PLUMBER who was assigned to put in NEW sink - because the IST PLUMBER could NOT do it. WE HAVE NOT PAID. We find it UNFAIR that we have to pay for the 2nd plumber that came. We SHOULD NOT have to pay for the plumbing company's unqualified 1st plumber and their disorganization and unpreparedness AND we should NOT have to pay for the labor/service of 2nd plumber that installed new sink on thursday.*** FYI: The PLUMBERS KNEW that it was ONLY my sister and myself living at the home. We are both adults but LOOK YOUNG for our age."

    Business Response

    Date: 11/18/2022

    We did come out and measure for the sink. It was a standard 33" x 22" kitchen sink. We informed the customer that the installation of the sink would be between $1000-2000.

    Whoever installed the kitchen installed a 30" sink base and crammed a 33" sink in it. This wasn't obvious, as the cabinet was installed in a corner at a 45 degree slant between two parallel cabinet banks. When we went to install the new sink, it didn't fit in the opening. We spent all Monday and Tuesday doing measurements and researching sinks available, then trying several different sinks. We eventually found a sink that almost fit, but the countertop needed to be altered to accept the new sink. I had to have a different employee who does countertop work to come out and modify the countertop. He was already booked for a job on Wednesday, and wouldn't be available until Thursday. After the modifications were made, the original plumber returned to hook the new sink up. When he billed the customer, he didn't know to bill for the countertop modification. That is where the additional bill came from.

    After we removed the existing sink, the countertops were extremely ***** from the rusted out cast iron sink we removed. I did ask the customer to clean the countertops because I didn't want to be held responsible for any damages that *** have resulted in cleaning the countertops, especially if the damage was already there and not visible prior to cleaning. I also did not know how long the cleaning would take, and figured the customer didn't want to pay us to clean the sink.

    This was not a typical situation, and wasn't easily predicted because of the unusual set up of the cabinets. I do sympathize with the customer not having a sink for several days. The time that we spent running around trying to find a sink that would work in this unusual setup was not billed to the customer. What was billed was equitable to a situation where the sink ******* properly.

    Customer Answer

    Date: 11/18/2022

     
    Complaint: 18232248

    I am rejecting this response because:

     

    The reason for ** removing rust - WAS NOT explained to us.  We were told to buy DIAMOND MAGIC - which does NOT WORK. 
    Pretty much ALL their reasons were JUST mentioned- ...

    AFTER they installed - THERE WAS NO HOT water. Somebody did come to fix it - HOWEVER a COMPENSATION/ DISCOUNT would have been kind.

    Sincerely,

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

This business is not BBB accredited.

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