Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
03/29/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Gordon plumbing was hired 3-23-23 to repair a leaking shower drain. The plumber stated that this was a gasketed drain, not a glued drain and he would return the next day (3-24-23) with the proper supplies, which he did. After the plumber was done, he stated to not run the shower for 24hrs. As it turns out, we do not run the shower for 48 hrs giving the repair plenty of time to setup. When we did turn on the shower, it was leaking as it had, before he arrived.I contacted the office, only to be told that I should have let the plumber glue the joints instead of using a gasketed drain (Keep in mind, that it was their plumber that told me to use the gasketed drain. I am not the expert here.) and any more work would be considered a new job and I would be incurring additional costs in excess of approximately $530 I had already paid them !!Their website boasts of excellent customer service, of which, I have yet to experience.I would like to either have this repaired properly or my money refunded. Preferably the latter.Business response
05/05/2023
****************,
Plumber would have to cut out the grout to remove drain and you did not want the plumber to do this. Instead, the plumber replaced the old gasket with a new one. This did not fix the problem; the only solution was to replace the drain. I spoke to you on the phone on April 7th, you texted me pictures of the drain with measurements. I requested measurement of cover of drain, and you gave me the measurements and color of brushed bronze. The bathroom was remodeled years ago and you didnt want ** to disturb the tile. I would have to find the exact size drain. I texted you on April 10th, I had reached out to my supply houses, and one had a drain come in, but the color of the lid was incorrect, and drain was not the correct size.
Unbeknownst to me while I was working on locating the correct size drain, you chargeback the charge on your credit card. You did not mention this to me. I was informed by our accountant.
After the supply houses confirmed to me, they cant find the new drain, I text you on April 12th:
The plumbing house cant locate the correct color, since you have stopped the charge on your credit card, I will void he invoice. Maybe your residential plumber can assist you on your shower drain.
Your response was Okay. Thanks for all your efforts
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.