ComplaintsforAucoin's Plumbing Services LLC

• Initial Complaint

  11/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I got Aucoin's Plumbing to estimate changing a bathtub and shower valve. They priced the hardware and service. They came out and did an ok job. They did not finish. They left part of the spout unfinished. This would be ok to wait until after the tile people finished, but they want another $125 to come and finish the project, because "they only estimated changing the valve not fixing the spout." The owner tried to say that they only estimated part of the job. The issue is that they did not explain that the estimate was not a complete job. The person working did not even tell me it was unfinished. I went to check the work and realized it was unfinished, then started asking questions. The bottom line is that they charged for work and did not complete the work.

  Business response

  12/05/2023

  Customer called and wanted price to install new fixture on tub. Price was for fixture and installation in wall. Aucoins plumbing can not install spout on unfinished product that is being installed by other ( tile wall) Aucoin’s plumbing was not aware that tile was being replaced to begin with and price was based on phone call from customer 

  Customer was aware that spout was not installed prior to technician Leaving due to him calling about the situation while our technician was there. Customer was only charged for services that were provided at that time. Explained to customer that we can put spout on but may not be correct depth due to plumber not know what tile guy installation would be when they finish. Explained to customer that each trip is a service call

  Customer response

  12/09/2023

  
  Complaint: 20818523
  
  I am rejecting this response because:
  

  The business gave an estimate, and was not clear that it was not to complete the work.  We asked for the fixture to be changed because of possible leakage.  There was no communication from the business that the estimation was not a complete job.

  The directions on the fixture they provided explains how long to cut the copper pipe.  Also, the plumber could communicate with the tile company on measurements and could cut appropriately.

  The issue here is about communication and expectations.  As a customer, you expect a job to be completed for an estimate, unless stated otherwise.  The plumber was leaving and I went and check the work and found it was incomplete.  That's how I found out.  The plumber "fully expected to return to complete the job".  The plumber knew the job was incomplete and planned on returning to complete it, whilst still charging extra.  This is unacceptable.

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

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