Complaints

• Initial Complaint

  10/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Today, October 18, 2024 A 17 years of experience plumber was scheduled to come back to my home to replace a toilet in the second floor bathroom. long story short. Wet damage to ceiling in garage. We had ceiling replaced and painted. Black Diamond plumbing stated for toilet to be installed, the garage ceiling would need to be removed. And homeowner would like be responsible to get garage ceiling replaced. When I asked other experienced plumber, they said, you woul need an insert to create a water tight seal and then a ****** to attach ********* using this message to request a refund Of money paid to repair my toilet. Black Diamond policy could possibly say something about Customer Satisfaction I wondered if it true ? Sent the day before -As per our agreement, We need you to come out tomorrow to install Toilet in ***********. We previously discussed installing a Kitchen Sink Faucet with you. Were available today before noon and/ or tomorrow to meet and discuss the Kitchen Aid.Below is a reply from the owner addressed to me. My wife and I recently had a visit from *****, he stated he had a conversation for his manager that they were not going to do any work. Maybe I need to get a call from the owner who wrote this reply. I need to get a call soon. Black Diamond Plumbing & Mechanical **** (Owner)2 months ago Good morning, ***! We sincerely regret any inconvenience you may have experienced, and we appreciate your patience in this matter. Upon thorough review of your case, we found a discrepancy between the photographs taken by our technician and those associated with this review. However, please rest assured that your information has been noted in our system and a senior manager will be in contact with you shortly to further discuss this matter. Our aim is to rectify any issues and ensure that they do not reoccur in the future. We deeply value your understanding in this matter and will do what we can to make this right for you. 

  Customer response

  10/25/2024

  We are being harassed by a Black Diamond representative ***** ******. He has called us several times and each call he has not allowed us to speak. Mr ****** called a third time on Monday morning and he repeatedly interrupted us. Mr ****** would speak in a fast paced loud manner, asking the same question over and over about 10 times in a row in a matter of seconds. 
  I asked for a resolution and he asked if I had one. When I shared, he disagreed and returned to yelling. I asked Mr ****** to have a conversation, Mr ****** agreed and stated he wouldnt call us, but will wait for us to call him back to have a conversation. 
  Although I shared my personal cellphone number with Mr ******* he continued to call my wife numerous times within  the past few days and to continue to gaslight, laugh at the facts and to continue to refuse to come to a resolutions. 
  Mr ******* has done his best to be harassing and intimidating even when he himself agreed not to call us. 
  Mr ****** called us Thursday morning 10/24 and didnt leave a voicemail. And again Friday morning 10/25 harassing my wife as I was awakened this morning. 
  Mr ******* isnt willing to come to a resolution, but he continues to call to speak to myself and my wife in a very disrespectful manner. 
  *** ******

  

  Business response

  10/25/2024

  Unfortunately, ***** ****** does not work for Black Diamond. ***** is our insurance representative and works under a seperate entity, but Black Diamond apologizes for misunderstandings you are experiencing with him. 

  Since the original job that is in question on July 23, 2024, the customer did not make ********************************************* aware of any issues with work until August 16, 2024, and made us aware by posting a negative review on ******. After multiple attempts to reach the customer and have our ********************** Supervisor come out on site to assess the complaints, it was not until October 18, 2024 that he was able to have us back out. Text messages received from the customer making  demands for additional work were received on 10/15/2024, prior to our Plumbing Supervisor being able to do their assessment. 

  During our return visit, when *** was ready to have Black Diamond back out to reinstall the collar, our Plumbing Supervisor noticed that the subcontractor hired for the flooring by *** had cut the pipe too short between the sub floor and ceiling, where it would be impossible for a plumber to access without opening up the ceiling in the garage to make proper connections. Black Diamond offered to fix the collar under warranty at no charge, but informed *** that a subcontractor would need be hired by him to have the ceiling repaired. Also, *** demanded that Black Diamond perform extra plumbing work at no charge, as well, replace a Kitchenaid Mixer that got wet sitting in a closet. After many conversations between *** and our Plumbing Supervisor between 8/20/2024 and 10/15/2024, there had been no compaints of any additional damage to a Kitchenaid Mixer, nor was the work demanded by *** related to the initial complaint.  

  On 10/18/2024 when Black Diamond's Plumbing Supervisor was on site at ***** home, verbal estimates were provided for the work being demanded but at a preferred member discounted rate and the customer declined while on site to move forward with that work. 

  Customer response

  10/26/2024

   
  Complaint: 22443344
  
  I am rejecting this response because:

  October 26, 2024
  BBB
  The following next morning after Black Diamond Field Supervisor ***** visited to our home, we got a call from Mr. ***** ******. Mr. ****** is the only Black Diamond employee who contacted us. He called us with details that were shared by Black Diamond ************************** Supervisor)
  Mr. ****** indicated he had pictures of the interior of our home, which could only be provide by Black Diamond ************************** Supervisor)
  Mr. ****** have our contact information and used this information to harass us each morning with his hour long calls of badgering and yelling, When asked how did he get our information, Mr. ****** again said he represents Black Diamond.
  My wife and I were trying to solve this issue with Black Diamond,we asked for a resolution from Mr. ******, Mr. ****** asks us the same question,our reply has been; Replace Kitchen Aid and reinstall toilet or give our money back.
  Mr. ****** refused to let us talk, he instead mention 1 of the plumbers who came out for the 1st service call, although there were 2 plumbers.
  Mr. ****** called us liar, asked us if the plumber *** is a liar.
  Mr. ****** did not mention the other plumber ******, mainly because ****** never returned back into the home.
  We suspect ****** was wet from the amount of water we found in closet and why he never returns into home to view *** the Plumber work.
  It takes *** 3 times to set the toilet well over an hour.*** would tell us the mistakes he was making, (Flange not high enough, needed to add more spacer) (Flange too high, toilet would not set flush on floor) (Cut screws too short to hold toilet to flange)
  I called Black Diamond to report issues with Joes installation.There were 2 pictures to compare Black Diamonds on the day of repair and the picture I took
  Black Diamond picture shows a ****** on floor without any screws attaching ****** to floor.  This is the picture taken by *** the Plumber. Mr. ****** also has access to this photo and stated Black Diamond doesnt use those type of screws to attached ****** to floor.  Mr. ****** did not referred to the lack of screws used, nor did Black Diamond Management online review response to the missing screws
  Black Diamond has not produced pictures of the ****** firmly attached to floor or any pictures of which screws were used if any.
  Black Diamond failed to oversee *** the Plumber 1st day on the job and fail to provide *** the needed assistance to completely finish the job.
  My response from Black Diamond was taken with understanding they will Make this Right!
  Below are Text Messages from *** W and *****
  August 19, 2024 10:58am
  My name is ***, we spoke briefly last Friday about work done on my home. I want to make sure I have the right contact information
  ***** - You are correct.This is ***** from Black Diamond.
  
  Included are the event leading up to selecting Black Diamond and the order of events that day. 
  My wife and I noticed a leak from ceiling in  garage after a quick inspection by removing the wet drywall and insulation, I as able to see the leak and black stains a few inches around the plumbing underneath, and visible with the use of a flashlight. 
  I asked others in our community about a good plumber, they each mentioned Black Diamond. I also heard Black Diamonds radio advertisements. My wife called and we scheduled a plumber. 
   After the introductions with BD Techs ****** and ***. ****** did all the talking, he is extremely knowledgeable he answered all of my questions. I wanted the toilet to work properly without leaks and the water valves underneath the powder room sink replaced. 
  We, BD and I proceeded to downstairs closet where the water main is located. The water main is in the far back left. There are copper pipes with 2 black flat connector. Before I entered closet to our main water supply, i removed coats that were in the way and also removed items on the floor for an easy access. My wife and I sat in the kitchen having a cup of coffee as *** was working in Powder room. 
  Later when I had questions about other plumbing needs, I asked *** who was working in the powder room next to the kitchen, *** simply referred any questions I had to run it by ******.  I found *******  he was sitting in company vehicle which was downstairs and outside, I didnt see him return indoors. *** struggled to get toilet seated correctly, stating he removed toilet a few times.He eventually started the other repair in powder room new water valves. That is when the water was turned off. Later *** went back to working on toilet. 
  At the end of the installation we viewed Joes work and we did a few test flushes and proceeded downstairs to the closet where the water main is located. We asked about water softener and other tubing attached to water main line. My wife entered closet and immediately stepped in a puddle of water, the carpet was soaked and the soft water valves was wet. Not leaking. This was the first day we noticed water on carpet in this area. I saw that our Kitchen-aid  mixer was wet and the bowl attachment was halfway full with water. I asked *** about the water on floor and how it got there. I asked him if it was an accident?
  We asked if soft water valves were open accidentally for water to be on carpet in front of hook up valves. *** went to ask ****** a question as my wife and I got towels to soak up water and remove bags and appliances that were also wet.  We were then given a quote to cut and cap off valves for $175. Which we refused and was concerned about the facts and evidence leading to the discovery of that amount of water all of a sudden and no possible leaks previously detected.  Furthermore  I was in that closet the day before with a ********* Member and there wasnt any water present then or the next morning when I showed BD water main location.
  The only other persons who were in closet was BD, but no explanation from the plumbers or any attempt to investigate a possible leak and cause. 
  When I called BD to voice my concerns about BD craftsmanship, I'm didnt mention the water puddle in my closet, which I strongly believe was created by BD and then tried to cover it up and Con us to spending $175 for BD water mishandling and then BD Plumbers wasnt even going to tell us. Since then,  there is not a trace of water in that closet. 
  A few weeks later we discovered that floor underneath toilet was saturated and  Someone could had fallen through the floor..BD was aware of the wet floor and the black ring on the underside visible from garage floor due to the fact that part of the ceiling that was wet, was removed by owner to verify leak and worries of black microorganisms that were present 
  
  Maybe you can see why I have reservations about having the same 2techs in my home! I  will call you on Tuesday as agreed to immediately resolve this matter 
  *** and Jenny 
  *******************************************************************************
  Aug 28, 2024 3:26 pm
  
  *****-Hey *** its ***** from Black Diamond. Just checking in with you on the status of the flooring. Just looking to update the notes in my system. I dont want you to get put on the back burner and forgotten about.
  
  *** -Unfortunately not yet!
  
  Sept 6, 2024 11:55am
  *****-Just touching base again so I can update our system. Any update on the floor? 
  ***-The contractor is here today putting in the subfloor. Unfortunately the final installation is scheduled in October.
  
  *****-Ok. Thanks for the info. Ill mark it in the system to follow up in October. Then I wont have to bug you for weekly updates. If you have any questions in the meantime please reach out.
  
  Oct 8, 2024 1:18pm
  *****-Just reaching back out to touch base. Any updates? 
  ***- Were waiting on supplies, to come in around October 15th.
  
  *****-Ok. Thank you. Ill be in touch. Let me know if you need anything. 
  
  Oct 15, 2024 3:07pm
  ***-Were still a few more days away until youll be able to get in here. 
  We have a few items for you to do. Along with the power room toilet we will need the kitchen-faucet installed and 2 other toilets reinstalled. We are getting the floor replaced in both upstairs bathrooms and dont want any unskilled workers installing them incorrectly. We also might need a few water valves replaced and/or capped off. 
  Theres one thing that really is bothering me about the addition water that Black Diamond created in my downstairs closet, I had my kitchen-aid in that closet and it got soaked and wet. 
  I will need that replaced!
  It would be reassuring if you can confirm that all work listed will be completed free of charge and that my kitchen-aid will be replaced. ($250)
  *** ******
  
  Oct 17, 2024 9:22am
  *****-I cant approve any of that. I would need to come out to assess everything and consult with ownership before we proceed. 
  
  ***-As per our agreement, We need you to come out tomorrow to install Toilet in Powder Room. We previously discussed installing a Kitchen Sink Faucet with you. 
  Were available today before noon and/ or tomorrow to meet and discuss the Kitchen Aid.
  
  *****-What time tomorrow?
  ***-9am works 
  
  *****- Ill put a call on for 9-11am. I have a meeting until 9am in ******* so it will be after that meeting. If anything changes Ill let you know. Below is a reply from the owner addressed to me. 
  My wife and I recently had a visit from *****, he stated he had a conversation for his manager that they were not going to do any work. 
  Maybe I need to get a call from the owner who wrote this reply. I need to get a call soon. 
  
  Oct 18, 2024 11:13am
  ***- My wife and I recently had a visit from *****, he stated he had a conversation for his manager that they were not going to do any work. Maybe I need to get a call from the owner who wrote this reply. I need to get a call soon. 
  Online Response
  
  Black Diamond Plumbing & Mechanical **** (Owner)
  2 months ago
  Good morning, ***! We sincerely regret any inconvenience you may have experienced, and we appreciate your patience in this matter. Upon thorough review of your case, we found a discrepancy between the photographs taken by our technician and those associated with this review. However, please rest assured that your information has been noted in our system and a senior manager will be in contact with you shortly to further discuss this matter. Our aim is to rectify any issues and ensure that they do not reoccur in the future. We deeply value your understanding in this matter and will do what we can to make this right for you
  
  Prior to text message with ***** I called switchboard to discuss Joes work, they wanted to send *** and ****** back out to my home; I refused to have those 2 plumbers in my home based on their lack of respect toward my property and water damage they created.
  I was able to get a second opinion for repairs without having the ceiling in the garage removed.
  The Right thing to do is for Black Diamond to Make this Right. 
  Black Diamond has used fear and intimidation.  Refused to report water leak to homeowner in closet where the main water switch is located. Refused to admit to creating this water damage and instead have refused to live up to their word. If Black Diamond is to stand on their word we can only hope they do, Your word is all you have especially if youre stating verbal and written agreements to Make this Right! 
  Black Diamond also refused requested to come to a resolution for Kitchen-Aid and self-proclaim verbal and written agreements.
  
  *** ******
  
  Sincerely,
  
  *** ******

  

  Business response

  10/29/2024

  We feel it is necessary to reiterate that ***** ****** is not a Black Diamond employee, but the representative handling the claims of the ****** case from the insurance company used by Black Diamond. For insurance purposes, ***** ****** was given photographs taken by our employees, as well as what was posted on the public platform, ******* for insurance purposes.
  On July 22, 2024, Black Diamond was called out to the ****** home for a toilet that was leaking through the floor into the ceiling of the garage. On July 23, 2024, at 7:54am, Black Diamonds technicians, *** *. *********** *. arrived and were able to see *** ****** had the affected portion of the ceiling opened, exposing where the leak was from the toilet above. It was approved by the homeowners to have the toilet pulled to expose the ****** and wax ring. Due to the nature of this repair, water to the home needed to be shut off, where *** ****** directed *** *. to the closet that held the water main shut off. It was noted by *** *. that at that time, he helped *** ****** remove items from the closet to access the shut off and they were met with water on the ground. *** *. states that he did a visual inspection of the closet to determine the source of the leak but was unable to determine. It was noted that in the closet where a previous water softener had been connected was a bypass valve, which the plumber then provided an estimate to remove to prevent any further water. *** ****** declined this work. *** *. replaced the ****** of the toilet and applied a new ****** extension with silicone and proper bolts to ensure the toilet sat flush to the ground. *** *. reset toilet twice due to the toilet not being initially flush to the ground prior to adding the ****** extension, rather than due to claims of mistakes. Additionally, while on site,Black Diamonds plumbers were asked by the homeowner to replace two (2) new angle stops under the bathroom sink. Water was restored to the home and *** *. tested the work completed with ****** *., who confirmed that the leak had been corrected. The customer paid their invoice while the technicians were on site before departing.
  On August 15, 2024, a member of the Black Diamond call center responded to an email from *** ****** with a follow up phone call at 3:59pm. During this phone call, the Black Diamond **************** Representative (***) questioned what types of plumbing issues he was experiencing where ********* stated that he had had Black Diamond (*** *. ***** ****** *.) out to his home to repair a toilet that had been leaking and that after they left he had the flooring in the affected bathroom where the work was performed removed due to the initial leak. He stated that the subfloor had been saturated due to the leak and that after flooring was removed it was noted that he believed the ****** installed on 7/23/2024 was installed incorrectly causing the subfloor to become saturated with water. He stated that another contractor came into the home to remove the tile flooring and that after they had completed, he inspected the floor and noted that the ****** was tilted to one side and barely hanging on. *** ****** stated that *** *. had 3 attempts to fix the issue and that the ****** looked the way that it did prior to Black Diamond coming out on site due to a bad repair by another company. The *** attempted to schedule *************** *** *. back on site to assist and offered an appointment the following day, which *** ****** declined. The *** asked if there was an active leak to which *** ****** said no and then asked to place the *** on hold to pick up another incoming call. After holding for over one minute, the ******** up. Approximately 7 minutes later, *** ****** called back to the Black Diamond office to speak with the same *** that he had previously been speaking with. The *** picked back up on the previous conversation and provided a synopsis of the issue. *** ****** stated that someone else looked at it and that there is something wrong with the ******* The *** then attempted to schedule *************** *** R.s return where they agreed on a scheduled time of 8/15/2024 with an 8-10am arrival window. As *** was ending the call, she was questioned by *** ****** about whether the appointment would accumulate any additional charges where he was told, depending on the findings. If the issue is not related to the work done by our plumbers for whatever reason, there could be charges. But, if it is related then, no, there are no charges.  *** ****** then said he would like to not take any chances of there being charges and not have Black Diamond back out to his home. The *** questioned this asking, you dont want us to make this right? He then reiterated that, if there is damage and that it is not of the workmanship of Black Diamond there would be a charge, to which she replied, that is correct. But I cant say whether it is related or not over the phone because I cant see it and so I dont know. The *** then attempted to confirm the appointment on Monday, 8/15/2024, and *** ****** asked to call her back. At 9:18pm that evening, *** ****** called back and spoke with the same ***, who remembered their conversation and asked about scheduling ****** *. ***** *** *. to return. *** ****** stated that he wanted different plumbers to return to his home. The *** replied, Actually, we like to send the same technician who did the work so that way they can look at it and rectify whatever is going on. *** ****** wanted to confirm again that Colton ***** *** *. would be the ones to return and stated, it would be difficult to have them back so I would not like them to come back. He stated that he wanted to have the issue fixed, which the *** offered to schedule an appointment for, but ********* declined.
  On August 16, 2024, Black Diamonds ****** Business Profile received a 2-star review from *** ****** with photographs attached. His review stated as follows: I reported a leak in my powder room dripping through the garage ceiling. Call BD they sent 2techs. One tech sat in company vehicle waiting for the other tech to complete job, he was training the rookie?
  It took tech 3 attempts to get toilet from leaking.
  See pictures, I called BE to ask for better quality repaired and different techs to come out. 2 options. 1 have the same techs come out to give me their opinion if the work was satisfactory or if work required an extra attention. 2 if work was satisfactory then they were going to charge me for them coming out to give me their opinion. Or repaired if for free.
  I relayed my concerns of how over $500 was already spent and now you want me to spend more money for your opinion for work you half@ completed.
  I dont have the energy to spend money on unfavorable service repairs, As clearly shown. Upon looking at the photos that were uploaded to ****** by ********* and comparing them to the photos taken by *** *. ***** ****** *., there was a very clear discrepancy in the photos which was noted by the Black Diamond representative monitoring the ****** account. That ********************************************* representative replied to *** ******* review, Good morning, ***! We sincerely regret any inconvenience you may have experienced, and we appreciate your patience in this matter. Upon thorough review of your case, we found a discrepancy between the photographs taken by our technician and those associated with this review.However, please rest assured that your information has been noted in our system and a senior manager will be in contact with you shortly to further discuss this matter. Our aim is to rectify any issues and ensure that they do not reoccur in the future. We deeply value your understanding in this matter and will do what we can to make this right for you. After replying, the Black Diamond representative who received the review entered in a task for senior leadership of the plumbing division to follow up with *** ******* At 2:33pm on 8/16, Plumbing Supervisor, *****, was able to reach *** ****** and attempt to schedule himself to make a site visit to the home and inspect the ******* ********* replied, I am trying to enjoy my day. Let me get back to you on Tuesday. ***** provided his direct phone number and *** ****** stated he would follow up on Tuesday (8/20/2024).  On August 20, 2024, at 9:41am, ***** asked the **************** staff to call ********* to schedule a return visit to address the issues in his home. A *** called *** ****** at 9:54am to schedule. The *** told *** ****** that ***** would like to make a site visit with his colleague, another Plumbing Supervisor, ****, as early as the following day. The *** informed *** ****** that they would both be coming out to assess the damage to his home that he had called in about, stating that they would be the best to come out to assess. ********* replied that he had taken notes from his conversation with ***** on 8/16/2024, and that ***** stated that he would come back with a helper to reattach the ****** and waive all the charges. The *** confirmed that that would be the case. *** ****** then said, due to the damages that were there,we had to have the flooring removed. So, we are in the process of hiring a contractor to put the floor back in in the bathroom before we can have someone out to put that toilet back together. I believe the floor has to be in before they can put the ****** in. I am not a plumber, I am guessing that thats what should be happening. The *** then asked again to schedule ***** and **** to go on site to assess and *** ****** said, there is a hole in the floor so they cant do anything. So, they just want to come look at a hole in the floor?There is no work to be done right now because there is no floor. I appreciate your guys efforts in getting this done, unfortunately we had the recommendation to get the floor removed. We want to get things moving, but we need a contractor to come back to get this job done. The *** stated that she could have ***** give *** ****** a call the following day to see how to move forward if there is no work that can be done at this time. *** ****** stated,If you guys wanna drive out here and whatever I do have other work I had planned to hire a plumber to do, and we were hoping that Black Diamond would have been our choice, but we need to talk to *****. In the meantime, there is not a floor to attach a ******* so I dont know that you planned to accomplish tomorrow. The *** stated that they would have ***** call him back the following day, to which they agreed. *** ****** provided his email to the *** and thanked her for calling him back.
  On August 19, 2024, *** ****** made his contact via text message to *****. *** ****** states the following: Included are the event leading up to selecting Black Diamond and the order of events that day. 
  My wife and I noticed a leak from ceiling in  garage after a quick inspection by removing the wet drywall and insulation, I as able to see the leak and black stains a few inches around the plumbing underneath, and visible with the use of a flashlight. 
  I asked others in our community about a good plumber, they each mentioned Black Diamond. I also heard Black Diamonds radio advertisements. My wife called and we scheduled a plumber. 
   After the introductions with BD Techs ****** and ***.****** did all the talking, he is extremely knowledgeable he answered all of my questions. I wanted the toilet to work properly without leaks and the water valves underneath the powder room sink replaced. 
  We, BD and I proceeded to downstairs closet where the water main is located. The water main is in the far back left. There are copper pipes with 2 black flat connector. Before I entered closet to our main water supply, i removed coats that were in the way and also removed items on the floor for an easy access. My wife and I sat in the kitchen having a cup of coffee as *** was working in Powder room. 
  Later when I had questions about other plumbing needs, I asked *** who was working in the powder room next to the kitchen, *** simply referred any questions I had to run it by *******  I found *******  he was sitting in company vehicle which was downstairs and outside, I didnt see him return indoors. *** struggled to get toilet seated correctly, stating he removed toilet a few times.He eventually started the other repair in powder room new water valves. That is when the water was turned off. Later *** went back to working on toilet. 
  At the end of the installation we viewed Joes work and we did a few test flushes and proceeded downstairs to the closet where the water main is located. We asked about water softener and other tubing attached to water main line. My wife entered closet and immediately stepped in a puddle of water, the carpet was soaked and the soft water valves was wet. Not leaking. This was the first day we noticed water on carpet in this area. I saw that our Kitchen-aid  mixer was wet and the bowl attachment was halfway full with water. I asked *** about the water on floor and how it got there. I asked him if it was an accident?
  We asked if soft water valves were open accidentally for water to be on carpet in front of hook up valves. *** went to ask ****** a question as my wife and I got towels to soak up water and remove bags and appliances that were also wet.  We were then given a quote to cut and cap off valves for $175. Which we refused and was concerned about the facts and evidence leading to the discovery of that amount of water all of a sudden and no possible leaks previously detected.   Furthermore  I was in that closet the day before with a ********* Member and there wasnt any water present then or the next morning when I showed BD water main location.
  The only other persons who were in closet was BD, but no explanation from the plumbers or any attempt to investigate a possible leak and cause. 
  When I called BD to voice my concerns about BD craftsmanship,I'm didnt mention the water puddle in my closet, which I strongly believe was created by BD and then tried to cover it up and Con us to spending $175 for BD water mishandling and then BD Plumbers wasnt even going to tell us. Since then,  there is not a trace of water in that closet. 
  A few weeks later we discovered that floor underneath toilet was saturated and  Someone could had fallen through the floor..BD was aware of the wet floor and the black ring on the underside visible from garage floor due to the fact that part of the ceiling that was wet, was removed by owner to verify leak and worries of black microorganisms that were present 
  
  Maybe you can see why I have reservations about having the same 2techs in my home! I  will call you on Tuesday as agreed to immediately resolve this matter 
  *** and Jenny 
  ******************************************************************************
  
  Below are the messages and timelines per *** ************** 28, 2024 3:26 pm
  
  *****: Hey *** its ***** from Black Diamond.Just checking in with you on the status of the flooring. Just looking to update the notes in my system. I dont want you to get put on the back burner and forgotten about.
  
  ***: Unfortunately not yet!
  
  Sept 6, 2024 11:55am
  *****: Just touching base again so I can update our system. Any update on the floor? 
  ***: The contractor is here today putting in the subfloor.Unfortunately the final installation is scheduled in October.
  
  *****: Ok. Thanks for the info. Ill mark it in the system to follow up in October. Then I wont have to bug you for weekly updates. If you have any questions in the meantime please reach out.
  
  Oct 8, 2024 1:18pm
  *****: Just reaching back out to touch base. Any updates?
  ***: Were waiting on supplies, to come in around October 15th.
  
  *****: Ok. Thank you. Ill be in touch. Let me know if you need anything. 
  
  Oct 15, 2024 3:07pm
  ***: Were still a few more days away until youll be able to get in here.
  We have a few items for you to do. Along with the power room toilet we will need the kitchen-faucet installed and 2 other toilets reinstalled. We are getting the floor replaced in both upstairs bathrooms and dont want any unskilled workers installing them incorrectly. We also might need a few water valves replaced and/or capped off. 
  Theres one thing that really is bothering me about the addition water that Black Diamond created in my downstairs closet, I had my kitchen-aid in that closet and it got soaked and wet. 
  I will need that replaced!
  It would be reassuring if you can confirm that all work listed will be completed free of charge and that my kitchen-aid will be replaced.($250)
  *** ******
  
  Oct 17, 2024 9:22am
  *****: I cant approve any of that. I would need to come out to assess everything and consult with ownership before we proceed.
  
  ***: As per our agreement, We need you to come out tomorrow to install Toilet in ************  We previously discussed installing a Kitchen Sink Faucet with you. 
  Were available today before noon and/ or tomorrow to meet and discuss the Kitchen Aid.
  
  *****: What time tomorrow?
  
  ***: 9am work
  
  
  *****: Ill put a call on for 9-11am. I have a meeting until 9am in ******* so it will be after that meeting. If anything changes Ill let you know.
  
  
  On October 18, 2024, at 10:08am, ***** arrived at *** ******* residence to address the complaints made from Black Diamonds initial visit on July 23, 2024. Upon arrival, ***** met *** ****** who showed him to the closet where there was water on the ground at the initial visit, where the customer accused ********************************************** stating that *** *. ***** ****** *. were responsible for the leak and damage to a KitchenAid mixer. After an inspection of the area, no evidence of a leak was found by *****. ***** also did a visual inspection of the main shut off and bypass valves for the former softener but found no evidence of water leaking. *** ****** then brought ***** to the bathroom where the flooring had been repaired. Per *** ******* the restoration company cut out the ****** below the finished flooring. ***** noted that the ****** had been cut so far below the finished floor that repair would be impossible without removing the drywall below for access. *** ****** had asked previously that additional work for his home be completed free of charge (install 2 customer supplied toilets,install a kitchen faucet, and replace or cap off valves, and $250 for mixer that was damaged). ***** explained to the customer that there would be charges for the additional work and that he would quote that work at preferred member 15% discount. *** ****** declined the quotes for the additional work. ***** explained to *** ****** that if he wanted the KitchenAid mixer replaced, that Black Diamonds insurance representative would need to be involved. ***** notified Black Diamonds *************** Representative to contact the insurance agent. ***** informed *** ****** that Black Diamond will repair the toilet ****** in powder room under warranty. ***** also informed *** ****** that Black Diamond is not responsible for drywall removal or repairs.
  
  Upon further inspection of the photos that were provided by *** ****** on 8/16/2024 uploaded to ******* compared to the photos that were provided by plumbers *** *. *********** *. on 7/23/2024, there are discrepancies. The ****** was initially attached by Black Diamond using silicone and bolts commonly used by plumbers.Also, the photos show that after the installation of the ******* it was white and flush to the ground.  In the photos provided by *** ****** 24 days later, the ****** is missing the bolts that Black Diamond installed. A carpenters s**** is holding the ****** in place at an angle per the photos.
  
  Due to water being on the floor in the closet upon the arrival of the Black Diamond plumbers, inspected with the plumbers with *** ****** present,and being unrelated to work that was performed by Black Diamond, as described in paragraph (2), Black Diamond should not assume responsibility for any leak. Black Diamond provided estimates to help *** ****** avoid a potential leak in the future,but those proposals were declined. Black Diamond does not feel it necessary to complete additional work at no cost or to replace the KitchenAid mixer due to its being allegedly water damaged at the time of their arrival on 7/23/2024.  Black Diamond will continue to offer repairs to the ****** under warranty, even with the discrepancies in the timeline and photographs from both parties.

  Customer response

  10/29/2024

   
  Complaint: 22443344
  
  I am rejecting this response because:
  Black Diamond has not taken responsibility for creating the water crisis in my downstairs closet where the main water supply is located. 
  Black Diamond timeline is faulty and isnt accurate. 
  Black Diamond has refused to take responsibility for it actions of personnel on their payroll including ***** ****** who is part of our reimbursement process and Black Diamonds insurance company. 
  Black Diamond and ***** ****** are one and in the same,
  I have shared my honest account and with 100% actuality.
  I understand Black Diamond is a well known respected brand in their market.

  I also understand when someone creates damage to other people property and make it known to property owner its a quick fix with what we asked of *** to admit to the situation. Or for Colten to admit to this situation..

  Unfortunately Black Diamond isnt taken any responsibility for ***** ****** and his 4 days of those unlawful acts of intimidation and harassment. 
  Nor the actions of its plumbers acts of vandalism, I can only hope for a better outcome for the next family who have to suffer from Black Diamonds unacceptable behavior. 
  Its obvious that Black Diamond Plumbing has taken this seriously and has bullied our household with paid labor.
  Isaiah 55:11

  Sincerely,
  
  *** ******

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