ComplaintsforMaster Plumbing & Mechanical

• Initial Complaint

  03/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  First date of transaction Sept.13,2021 paid $60 Second date of transaction Oct.14,2021 Paid$260 I called Master plumbing and requested to schedule a plumber to fix leaky faucets. The office scheduled me for 13 Sept. 2021 Sept.13 a plumber came for diagnosis Of leaking faucets and charged $60 as diagnostic fee which I paid. Plumber told me that there will be additional charges( approx $300 some dollars) to order the parts But I asked him if I could order the parts because I’ve life time warranty and get parts free of cost. He agreed and helped me to order the parts needed to fix the faucets. He said once I receive the parts I call the office and schedule repair. When parts arrived I called the office and repair was scheduled for 14 th Oct.2021 Plumber arrived and I handed him the parts as received in the mail. He opened the package and found all parts in good condition. He then used the parts to repair the faucets. I paid him $260 price agreed upon. After few days of repair I noticed one of the faucet was tight to turn. So I called the office and requested that plumber to come and fix it. But office refused to do so. I again called and requested but again this office refused to send their plumber. I want that Master plumbing should either come and repair the faucet or refund the money I paid so I can call another plumbing Co. To fix the issue.

  Business response

  10/13/2022

  From: *************************************** <****************************************************************************************************************************;
  Date: Thu, Oct 13, 2022 at 2:51 PM
  Subject: ****************************************************************************: ************************************ <************************************>
  Cc: ************************* ******************************************************************************************************************* ****************** <******************************************************>, ************************* <****************************************************************************************************************;
  
  Company Response:
  
  On August 31, 2021 this client called and requested service for a kitchen faucet leak, 2 bathroom sink faucet leaks, and a first floor toilet that randomly filled.  At that time client was informed that there is a $60 for coming over and diagnosing and quoting the work needing to be done at their location.
  
  On September 13, 2021  - fieldworker arrived to the appointment  - diagnosed the problems – helped the client identify and order the part required to fix their faucets.  – and explained the customer the cost of $350 to install parts when they arrived – it was documented and a copy sent to the client by snail mail because of their refusal to give their email address for speedier arrival. As stated in the complaint the field worker helped to order the parts needed – (this would qualify as a charge but the fieldworker didn’t charge for that service.) so client only paid $60 for his time.   
  
  On September 28th Client called to schedule service because the part had arrived. 
  
  On October 14th Field worker arrived to the appointment -  He installed the parts given to him that had arrived tested all worked well found no leaks and faucets operated correctly.   The charge for this service was $350 minus $60 = $290   minus 10% discount = $260  the client was informed that MPM does not warranty any customer provided products any return visit would be  a charge.  This was explained to the client and documented in the invoice which was snail mailed to them because giving MPM their email address.  We have a record of the customers signature that they had approved the completion of the requested. 
  
  A while later the manager received a call from the client stating that the handle was tight.  Unfortunately, because of the design of the faucet handle, loosening the handle would make it more likely to cause a leak and it is not a recommended service.   Going back to this clients home would encore another $60 charge which this client doesn't believe they owe or are willing to pay.  As mentioned MPM does not Warrant Customer Provided Products which is what this customer has. MPM did not provide the part.
  
  MPM is deeply saddened by the dissatisfaction this client experienced. With the customers signature MPM considers this matter closed.
  
  ********************** Accounts Payable & Receivable Staff
  
  **** **********, Unit ***, , Gaithersburg, MD *****
  
  ************

  Customer response

  10/27/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  From: ****** ****** <**********@*****.com>
  Date: Thu, Oct 27, 2022 at 8:25 AM
  Subject: Complaint #********
  To: ***** ****** <*******@mybbb.org>
  
  Dear *****,
  In response to your email I want to tell you that I don’t accept MPM’s response to my complaint.
  A plumber ( who I had to pay ) inspected the job done by MPM and found out the installation was wrong that’s why  faucets are not working right.
  Please see the pictures below and you will see the handles of the faucet in the second picture are not in the right position . They close facing the wall.
  Right position for the handles is in the first picture.  That’s how handles should be when closed -on the sides -and not facing the wall.
  So basically because of wrong installation faucets don’t work right.
  
  I just want MPM to send their plumber to take a look.
  If not then they should refund my money so I can call another Co. to fix the problem.  I have not used this sink since the repair was done because of wrong installation.
  Hope I’m clear.
  If any questions please contact me.
  Thank you!
  - ****** ******

  Business response

  12/12/2022

  From: Elizabeth A********* <*********@masterplumbing.com>
  Date: Fri, Dec 9, 2022 at 3:29 PM
  Subject: RE: ****** Rebuttal (********)
  To: ***** ****** <*******@mybbb.org>
  Cc: ****** ***** <******@mybbb.org>, Fred G******* <****@masterplumbing.com>, Billy S*** JR <*******@masterplumbing.com>
  

  
  

  12/9/2022

  Master Plumbing and Mechanical’s last response to this complaint:

  1. I would like to thank you for the pictures. Those pictures show that a. when the plumber left the job the faucets were in working condition  and in the correct position. b.  Because of over tightening during use or someone else coming in to service the faucets they now look miss aliened  (as mentioned earlier over tightening will damage the faucet)
  2. This job happened over 1 year and a half ago and a lot of time has gone by – we have no idea what has happened since October 14, 2021. As mentioned in the original invoice MPM does not warrant customer provided parts – which means that once we install the item we are done with the process and will not return if the item doesn’t work the way the customer thinks it should work they will have to go back to the manufacturer for a new item.
  3. Our charge for this installation was $350 minus diagnosis fee from previous day (which is not required) and minus a Senior discount.  You have paid for the services provided.  We can not return to, or follow up on this job without payment for our time.
  4. We have replied to your complaint against us to the credit card company and won   
  5. We will not be able to assist you any further and we will not be able to return any money.

   

  Office Manger

  Customer response

  12/19/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  1. reasons given by the business are very invalid.
  2. Faucets were not over tightened ever by no one.

  3. No faucet was not in working condition  after the repair. They leaked after each use. And I reached out to the business to  complaint about it. Business is aware of that. 
  
  4. picture with handles turning all the way to the wall is pic of the faucet repaired. this is not the correct position of handles to be. They should be in the middle. 
  

  hope I’ve explained my reasons for rejecting the  response from the business.
  
  Regards,
  
  ****** ******

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