ComplaintsforExcel Plumbing & Air

• Initial Complaint

  03/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ON 10/21/23, EXCEL PLUMBING AKA: ***************************, ***** *************************************** HIRED THEMSELVES TO RESOLVE A FALSE WATER ISSUE IN THE HOUSE THEY RENT: 3030 **********, THAT WE MANAGE. THEY TRIED CHARGING US $819.00. THIS GOES AGAINST THEIR LEASE AND IS IN DIRECT VIOLATION OF THE AGREEMENT. EXCEL PLUMBING PRACTICES SCAMMING CLIENTS UNKNOWINGLY THE CULPRIT'S CELL PHONE # IS: ************

  

  Business response

  03/22/2024

  Hello,

  The tenant hired our Company to perform emergency sewer services for this property due to a sewage backup and obstructed toilet on 10/14/2023 at 7pm. Our Plumbers arrived on site to perform rodding services and provided temporary relief and restored flow to sewer line. We discovered an issue with the outside underground sewer at which point we provided recommendations for additional work to be performed to prevent the sewer backup from reoccurring. Since the owner was not on site and we were unable to reach him, no additional work was performed. Our office emailed the invoice for the work performed and an estimate for the proposed additional work. We received a response from **** on 10/20 stating that he represents the Owner and we were never given permission to do any work and to contact the tenant for payment.

  We were not paid for the work we performed, so it is unclear what refund is being asked of us. It is also very unclear regarding the allegations of a scam or fraud on our behalf. We were called to perform a service that we successfully performed and were never paid for. We have documentation of the entire work process including GPS tracking showing our truck was on site, pictures from the Plumber while he was on site, and email exchanges explaining everything that was happening. 

  This seems like a miscommunication between the Tenant and Owner, but the only party that was scammed in this entire process was Excel Plumbing for doing an honest job and not being paid.

   

• Initial Complaint

  11/24/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Excel defines a repair as coming out and performing work, even if they make it worse. Be very careful of their up selling. $550, becomes $925, becomes $1475. Then they want you to think its a bargain when they offer to reduce to $1125.Definition of repair - fix or mend a thing suffering from damage or a fault.1. Called Excel to fix a faucet leak. We were told the job couldn't be scheduled yet and couldn't give a date, because they didn't have the part. I asked for part information, so I could supply the part and the part immediately magically appeared. 2. We were told there were two separate and distinct viable options to fix the leak. After talking and verifying with repairman, we agreed to the option for $550 vs. $925.3. Excel plumber fixed it. It failed a couple days later. Leak even worse than before.4. I called to verify there would be no additional charge to redo same "repair" work. This was confirmed. No charge.5. Another Excel plumber came out called and mumbled something about the new cartridges not being under warranty. Couple days old. Made zero sense. Tried to **** me despite us being told no additional charge. Now wanted $925 on top of the $550. Furthermore, he said he left everything the same, but turned off the hot water at the main which would remove hot water from tenant. Obviously then, not everything the same. 6. Leak now worse than when issue started and out $550.7. I called the office. Rep said give me 20 minutes and I'll call you back. That was the last I heard until I called back.8. Now Excel explains the $550 "repair" work as exploratory. 9. Excel answer regarding the false statements - "There just dispatchers".10. Paid an additional Excel visit/estimate charge to repair a back flow valve. Took the money, never provided the estimate.

  

  Business response

  12/16/2021

  We are sorry that you feel this way, ******. Our communication prior to proceeding with this work was to provide two reasonable options. Either to attempt the faucet repair by rebuilding the existing 2-valve shower faucet or completely replacing the existing shower faucet with a single handle faucet. Those were the only 2 options for your scenario. There was no way of knowing beforehand whether the leak was from the body or the rebuildable/replaceable parts. We can only offer the possible solutions based on our investigations. We replaced everything possible in what is typically a viable solution. We have offered to apply $200 of what was already charged towards the new valve replacement. All repairs have a risk but we offered 2 reasonable options and went through each step for the option you chose. Unfortunately, in this instance the repair was not successful due to the state of your internal shower body in the wall. 
  
  As for your other complaints - Our CSR's do not order the parts and are not plumbers so it takes time for them to get answers. Regarding the backcheck valve we think it is best to refund your $49 service fee and not offer that resolution for your issue at this time as we could not warranty any replacement on that style of valve. We understand that it is a frustrating situation especially not being on site, but if you aren't willing to see that our Plumbers time along with the parts we purchased then we are sorry that we cannot help you any further.

  Customer response

  12/16/2021

   
  Complaint: 16177749
  
  I am rejecting this response because:

  1. You never mentioned that the there was a risk that the first option would not work, until after it failed. If I had known you were guessing at the solution, i would have proceeded differently. Your second repair man said that the just installed cartridges did not have a warranty. Sounded like you tried installing a defective or inferior product.

  2. You made the leak worse, causing us to find another plumber on Thanksgiving Holidays as an emergency repair and substantial premium.

  3. You have said you would refund the $49 on the other issue, but have never done so.

   

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

  

  Business response

  12/22/2021

  1) We did mention that I can't guarantee a rebuild will be successful. We cannot see the condition of the body, but only know the seals are made between the gaskets in the cartridges and the shower body (and seats in older cases like these.) So we changed what typically fixes the issue, which is everything that can be changed. We explained it was the only chance to not open the wall and do a larger job. But this is hearsay between us and pointless to argue about. The parts were neither defective nor inferior. The body is what was damaged and the new gaskets couldn't hold the seal.

  2) Our repair was on 11/03. And it was running, not leaking and causing damage with a way (shown to the resident) to shut down. While I agree it needed to be replaced - I do not agree that this was an emergency that required any kind of special ********************* We also offered to do the valve replacement at $725 ($200 credit included.) You had every right to refuse our service, but we did not force you to hire another plumber.

  3) I have mentioned that yes. But I don't believe you've even acknowledged that offer until now and have not accepted a resolution. I am more than happy to refund that $49.

  Customer response

  12/30/2021

   
  Complaint: 16177749
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Customer response

  01/04/2022

   
  Complaint: 16177749
  
  I am rejecting this response because:

   

  Sorry, I accidently closed before adding details.

  
  

  1. They have repeatedly said they would refund the $49.00, but have never done so. It's now many weeks.

  
  

  2. They left the tenant, as I understand it from tenant, so that if tenant wanted to use water. They would have to go from second floor to basement to turn it on. After using it they would have to go back to basement to turn it off. Repeating every time they wanted to use water. Tenant very unhappy. Leak was not this bad, before they started.

  
  

  3. They have never answered what rep meant when he told me, the cartridges they just put installed, didn't have a warranty.

  
  

  4. Initial repair estimate, never mentioned and they never mentioned, there was any risk with that approach.

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

*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. ↩