ComplaintsforHarold's Plumbing LLC

• Initial Complaint

  08/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Was interested in hiring ******'s Plumbing to assist with a bathroom renovation on a rental property, The plumber was nice enough, but ********* the scheduler was very rude when trying to line up the plumber coming to the house to meet with the drywall contractor on how to build the studs to accommodate the new shower faucet. She was so rude that I asked to speak with the owner. Obviously her version of the story is the only side the owner was privileged to hear, as she called back and told me that because "I" was rude, they were refusing the job and the owner would not call me. This also happened after I waited for over an hour just the day prior for the first call of the day and their plumber didn't even show up. When the plumber did come to my home the day before, they did not have the right part and told me he would have to charge me more to go and get it. So I had to get in my car and go fetch it myself for him to install. The plumber literally sat while I ran to go get the part. These were outside faucets - he literally took off and put on for a hefty $230.00. The issue in this complaint is that they charged a $65 service fee for the rental that was supposed to be applied to the job to be performed that they are REFUSING to do. These people are late for the first call of the day, rude, and take your money and refuse to do a job. DO NOT USE THESE people!!! ********* had the AUDACITY to talk to me like a recording....telling me that I approved the time for the man to come back and stop by and the only person there spoke Spanish. She tried to give ME instructions over the phone for how to build the wall to accommodate a shower faucet. This is the Gulf Coast Region. We are still recovering from Hurricane ***, I have not had this type of difficulty with any other professional contractor. I have worked with many contractors and they are all willing to work together to provide a SERVICE to the customer. These people are the absolute WORST!!!

  

  Business response

  08/22/2022

  In response to ************* Complaint.
  
  I have responded to a few complaints over the years, but never had a complaint so full of holes and mis-information ever.
  
  We were scheduled to go to ************* rental house on 844 Hesper on 8-9-22 for the first call of the day scheduled between 8-9.  Our plumber was running a little behind that day due to a wreck on the interstate and once in,  he had to go to the plumbing supply house for some supplies.  ******* did call *********** and said the plumber was in route to her and he was running a little behind. She called back a approx. 8:55 and said she could not wait.  As the complaint says:she waited over an hour which was not over an hour.  So, ******* told here we could re-schedule for the next morning.  So, the fact that our plumber did not even show up is BS.  But at that point everything was good.
  The next morning on 8-10-22 the same job and plumber was scheduled.  He got to house at 8:15 for the estimate on the rental property. Which we charge ***** for the estimate and if job is approved, that ***** will apply to the job. (Estimate attached)
  After giving the estimate, *********** wanted our plumber to go to her personal house on *******************************. to look at a leaking hose bib.  *********** called ******* at the office to see if we could slip here into the schedule.  We were booked that day, as we are most days, but ******* got with me for an approval to change the schedule up.  She called two other people on the schedule to push them back to fit *********** in. At that point, our plumber went to ************* personal house to fix **** on hose bib.  Well, there were three different hose bibs leaking.  He had one.Gate valve hose bib and Two Ball valve hose bibs on his truck.  He got with *********** and told her the ball valve hose bibs were better, but she did not want them. So at that point there were two options, either he could change them out with what stock he had on the truck,or go get the preferred hose bibs, but there would be a difference in the final charge due to the time it would take.  *********** was not happy about that.  *********** was informed of the extra cost for the time it would take and decided to go pick up the valves herself.  As the complaint says, we did not come out with the right parts.  Well, we are no mind readers and we dont carry around a ****** sq foot Plumbing warehouse in the back of our service trucks filled with parts and here house was not even scheduled at all until given the estimate on one of her rental prior to that.  And I guess my employees must get paid with fairy dust to cover their pay checks when they have to wait around on the job because of parts.   We had to re-schedule two other people to fit her in. Amazing the ***** on ***********  Over the years Ive been amazed on many things, but the way she explained it and time line that she twisted everything up to make us look bad, but this one took the cake.
  
  ********** paid the ***** invoice for here rental property, and she paid the invoice for the 3 hose bibs changed out that she had to go fetch the parts for at her personal house that was added into the schedule. (invoice attached)   We did not hear any complaints or problems about any of it.   Questioning our service plumber, he said everything was fine also.   I would think if there were any issues with the work up to this date and time, that the office would have got a phone call say so.  But nothing.  So as of 8-10-22 everything was good to that point.
  
  
  The next day 8-11-2 *********** call back to the office asking if we could send the service plumber back out to the rental property on ************************. to explain how the studs should be put in for the tub and shower valve.   ******* got with me and I approved it.  So, we had to move our service plumbers schedule around again to get him there between jobs.  We told her we would call when he was in route.  *********** said they would be there all day.  ******* called *********** and said ******* was on his way, that he should be there in approx. 30 min. When he got to house,there was one guy working and he did not speak any English, and my plumber doesnt speak Spanish.   So, he was trying to explain to the guy what was needed.  That was not working.  So, the worker got his boss on the phone and my plumber explained to him what was needed with the studs in the wall. And in the instructions were in the box with the valve.  Just to make sure they allowed the depth for what ever finish was going into the tub and shower surround. Once they were on the same page, my plumber left heading to his next job. ***Up until this point everything was still good.      
  Maybe 5 min later *********** called the office asking if our plumber could turn around and go back.  We told her no-   he was already heading to his next job that we already moved other jobs back a little so he could go there.  That customer was already called saying the plumber was on his way, as we did for ************   We went back there free of charge, and was backed up again.    We told *********** we could re-schedule another day or time to go back but we would have to charge here again for the service charge.  At that point she got mad over the phone, raising here voice, venting to *******.  ******* tried to explain everything to her on what our plumber told her.   We do everything we can with the updates and phone calls to keep the customers on the same page with the plumbers arrival times and whats going on.  Which we did with *********** and if it was that important and they were suppose to be there all day, then why was *********** or a contractor not there when we give them a 30 min notice.  Our plumber was there for ***** min.  But now that we say we can schedule her for a different date and time she wants to blow up over the phone and hang up on ***************   Then says she wants to talk to the owner.  After me hearing **** I heard, ** the last one she wants to talk to.     I will talk to anyone and everyone to sort any problems out, but what *********** doesnt know is I was standing there in ******** office over hearing everything ******* said to here.  So, at that point after they hung up.  ******* was so upset from the way *********** was talking to her she went outside to cool off.  I said at that point the we were finished with ************    She then called right back, ****** answered the phone and *********** blew up on here.   Neither one of the girls deserved that and I will not do work for anyone like that.  If the contractors know what they are doing, and the tub and shower valve is on hand, my plumber should not have to say anything.  They should know what and where the wall studs should go. The rough in instructions are in every valve box because all valves are different.   Why would we have to hold their hand to do their job.  But *********** thinks that since she paid the ***** service call, that we need to keep coming out at her disposal as many times as needed to do some other contractors job who she hired.   It doesnt work that way.   It costs money to pay these guys and fairy dust does not pay for gas.    All ******* has done was get approvals from me and basically killed *********** with kindness.  When *********** did not get her way,it ****** her off even more.  So, most of the smoke and mirrors in the complaint are just that.   Its the fact, that Im not going to send a crew out every time someone calls for free and dont have the common curtesy to meet them there to go over the job at hand.
  
  This is the first and only response that I will take the time to do.  I looked at all times, dates and questioned everyone that works for me on this matter and *********** is out of line.  She has wasted enough of my time.
  
  Thank You
  ******

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