ComplaintsforJeff Foster Plumbing, LLC

• Initial Complaint

  10/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On August 21st 2022 we had a water leak in our finished basement ceiling , my home warranty company hired Jeff Foster Plumbing to fix a leak I had in my house, there was water leaking into the finished basement ceiling, the plumber and his helper came out and finally located where the leak was coming from. they had to cut a few holes to locate the source of the leak, I have no issues with the two plumbers, they were very helpful. The issue I have is with the office manager, she will never answer the office phone and only uses texts when she wants too. They reported that the plumber only made one small home to my warranty company when it was 5 holes , and one being rather large one. For the past 3 weeks my warranty company has tried to contact Jeff Fosters to verify how many holes were made but no one will answer the phones and the voice mail is full. When I finally got a hold of the office manager on October 3rd 2002 and explained to her that they reported the wrong amount of holes she stated that ‘If I could do a better job then come on” so I still have five holes in my house from their plumbers and no end in sight.

  Business response

  10/03/2022

  I replied to the complainant via text: "I submitted what was reported to me. And by all means, if you can do a better job, come on! thank you! I am only one person trying to run a plumbing business by myself, because no one wants to work! This business is shorthanded, just like many other businesses are. I do the best that I can, which apparently is not good enough for the complainant. Also, if you don't want to be contacted via text, then please do not put on your work order that you accept text communication! I will relay to the warranty company that the complainant says that he has 5 holes instead of the 5'x3' hole that was reported. Thank you!

• Initial Complaint

  05/16/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company was dispatch to my home on Wednesdays May 11th. They advised that my appointment time was between 1-5. They finally showed at 8:30. They provided no service and would not check the upstairs bathroom to confirm a leak I later received an invoice for $120. I inquired about the invoice and asked for a breakdown of the $120. I was advised that is their hourly rate. I asked again for additional detail. They proceeded to email me and call me out of my name and used derogatory terms towards me. I still do not know what the invoice is for and the unprofitable response is uncalled for.

  Business response

  05/16/2022

  Jeff Foster Plumbing works with home warranty companies, and procedures are different than with normal plumbing jobs. Most warranty customers do not realize that we work WITH not FOR these warranty companies and are required to abide by their operating procedures.

  As with all of our customers, we schedule in 4-hour increments due to possible issues that may result in delays to remaining jobs for the day. We advise the customer that the plumber will call them before heading their way (so they do not have to wait at home for 4 hours). Yes, an appointment was made with complainant for the time frame 1 - 5. We experienced multiple delays that day, and I advised complainant that we were running behind, gave an approximate arrival time, and even asked if they wanted to reschedule or keep said appointment. Complainant agreed to keep the appointment. Although it was later than the originally-scheduled time frame, we did arrive at 7:23 p.m. (not 8:30 p.m. as the complainant stated). The plumber saw that the leak was coming from the roof of the home into the ceiling. The plumber reported this to the warranty company, and they denied the claim, not us. A copy of the receipt was emailed to complainant. They were told this was for their information (not a bill!), but they started blowing up the business phone wanting to know why we were charging them $120, then wanting a breakdown of the $120. I explained that this is our rate for the warranty company; there is no breakdown; they did not owe anything to us, but they just kept on and on to the point that I did become upset. I do apologize for my behavior, but my day had already been horrible because of all the unexpected delays and then to have to deal with this at the end of the day was too much!

  I consider this issue as closed.

  Customer response

  05/17/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

  I disagree with the businesses response. I had a roofer come to the house who confirmed the leak was not related to the roof. Business would have known this if they checked the bathroom over the leak. I also did not blow up the business phone. I will be happy to provide a copy of my call log. I responded to business via email. My emails were a response to every email they initiated. I never initiated a conversation first. In addition a bad day does not excuse business response. They were name calling and using  derogatory comments. It’s unprofessional and uncalled for. There was absolutely nothing done. It is normal for someone to see a bill and question the breakdown when no work was done. I have a copy of the responses from business like I stated to call someone out of their name for questioning an invoice is not the proper way to do business. My warranty did not deny the claim I had to pay another service fee for another plumber to diagnose the problem this company should have done. 

  
  Regards,
  
  ****** *****

*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. ↩