Complaints

• Initial Complaint

  07/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I requested 4 days prior that they arrive for a shower install at 7:30 Monday due to my work schedule and was told it was noted. I called at 8:00 to inquire when they would arrive and was told the meeting ran late and the technician will be sent out. The technician arrived at 9:00 and stated the he was not informed about the early start time. When I got home that afternoon our vacuum was on its side in our bedroom the attic access was left wide open, (they were going to check and see if the exhaust fan as vented properly, which they said was but never looked in the attic. I looked and the tube was lying on the ceiling), our step stool was in the closet when it was stored in the basement. We were told it went quicker than expected and they would finish Tuesday but they never showed up. They arrived Wednesday at 9:30 (must have a hard time reading a clock) and finished the shower. We made an appointment for the following Wednesday to get a faucet installed and the bathroom vent routed correctly. We were charged $500 for the faucet install which we supplied the faucet and $1100 to vent the exhaust fan. We got home that evening and the stopper didnt stop the water. Was told by the manufacturer that the drain was installed incorrectly. The technician came back Friday unannounced with a terrible attitude and reeking of smoke mumbling something about doing this for 20 years and never had this problem. $9500 later penning was out of our life

  

  Business response

  07/20/2024

  Our original call to ************************** home was on June 10.when we wrote a proposal to replace his tub/shower unit which he accepted. Materials were ordered for the job and a start date of July 1 at 730 AM was scheduled. We did not make the 730 arrival time and and apology was offered and a $100 refund given to settle the late arrival issue. ****, our technician carries his own vacuum cleaner for job site use. We did not use the customers vacuum thus have no knowledge of its positioning. We did leave the attic access open as we were not finished with the venting work in the attic. This work was completed on July 3 and the access was closed at that point. We always call our customers before we dispatch a technician and Mr. ******** gave us a door code for entry to finish the work. The stopper in question was supplied by the customer, not by us.Our technician repaired it at no charge. Various other claims by the customer are made that we have no knowledge of. He expressed full satisfaction to our technician, ****, at job completion. **** has been a long time employee and is a very cheerful person. I have never had anyone accuse him of a negative attitude. We quoted the job up front, performed it as quoted, and see no need for any other financial adjustments.

  R. Penning
  

  Customer response

  07/22/2024

   
  Complaint: 21986430
  
  I am rejecting this response because:
  Attached are three photos of what was found on July 1st after **** and his assistant left 

  The attic access was left open (120 degrees in the attic) after we were told that the exhaust fan was vented correctly yet it wasn't. The step stool was in the basement **** said it was all his assistant that did those things. After the installation was completed **** stated our hot and cold water were reversed and it would be expensive to fix. I corrected it in a very short amount of time. Switching the two lines. 
  

  The call to fix the drain was returned by the office and was not answered in time. So avvoicemail was left stating **** was out of the office and someone would be sent out to look at it. **** showed up shortly after stating I have been doing this for 20 years and never had this issue in a frustrated voice sounding angry 
  Sincerely,
  
  ***************************

  

  Business response

  07/24/2024

  We really have have nothing else to say.aside from not knowing what he wants. If there is something to correct he just needs to call and we will follow through.

  Customer response

  07/28/2024

   
  Complaint: 21986430
  
  I am rejecting this response because:

  I first would like an apology. And I would also like an explanation. 
  I do not know what wage the two employees get.  The time they took to put in the duct work for the exhaust fan if they were paid $50/hour plus the cost of the materials it is at least a 650% mark up and over $300 for two shut off valves and $200 in labor. The initial quote seemed reasonable and any extra work is extremely marked up. 
  
  Sincerely,
  
  ***************************

  

  Business response

  07/29/2024

  I was under the impression that my office did apologize when you were given the $100 consideration. If that was not enough we apologize again for any short comings. It appears to me that the additional work was quoted to you and approved by you before it was done. Once quoted we perform as quoted.

  Customer response

  08/02/2024

   
  Complaint: 21986430
  
  I am rejecting this response because:

    The cost of the two shut off valves was $40  ********************************************************** yet the bill for the valves was $332,  what is the reason for the mark up of 800%? Is that because it wasnt included in the initial estimate so you ***** us for any extra work asked for?

   

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

• Initial Complaint

  08/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called Penning Plumbing as I was looking to get a bathroom fan installed. I was told to get a quote, there would be a $79 dollar service fee. I was hesitant about having someone come out if a service fee was involved given I was just getting started looking for service providers, and so asked if they could give me a general quote based on a description from me instead. The office worker then responded by saying the fee could be waived, convincing me to schedule someone to come to my home. The person who came to my home documented the waived fee within their original invoice sent to me on the date they came (8/18/2022). This document is attached labeled invoice 1. I do not recall anyone saying the waiver would be retroactively retracted if I did not choose their service, and no note of that was made on the document. On 8/23/2022, they called to follow-up. I told them I was not choosing their service due the price (I had found a much less expensive offer from ************** They then sent me a new invoice and stated I would now have to pay a service fee of $79 dollars. I mentioned the waiver they offered and this did not make a difference. This document is attached labeled invoice 2. The situation feels bizarre to me, and I would like Penning Plumbing to review this. Not retracting waivers they give would be a more ethical practice for them going forward.

  

  Business response

  08/24/2022

  Not sure what happened here sounds like too many people involved leading to confusing communication. I will see that the $79 gets removed so she will have a $0 balance

  Customer response

  08/24/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  08/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My 85 year old mother needed a new kitchen faucet installed. She purchased the faucet at a local hardware store. She intended to call ****** Plumbing, but somehow wound up connected with Penning Plumbing. The service tech arrived on July 5, 2022. When he arrived he explained their "levels of service" starting with a "band aid level" on up to "gold" My mom choose the "bronze" level of service. The service tech proceeded to install her faucet satisfactorily in under an hour. She was presented with a **** for $584.00. She paid the **** but thought it seemed a bit high. She called the company and spoke with the owner who said he would look into it and call her back, which he hasn't done. When I arrived at her condo on August 8, 2022 to help her pack for her move I saw the invoice and called the company as well. The owner explained their levels of service pricing. Which I still don't understand. I explained she didn't need any level of service, she simply needed a faucet installed. When I mentioned that she was confused by their levels of service pricing he asked me if my mother was competent to make decisions for herself. I stated that she was and he said to text him her address and he would look into it and call me back, which he still hasn't done. My brother called on August 10, 2022. He also spoke with the owner and was given the same response about our mother being competent to make her own decisions.

  

  Business response

  08/15/2022

  We always give upfront pricing for approval before starting any work. The only thing I see in the complaint that doesn't seem right is the statement that the technician promised to do the job in a specific time frame. We don't do that. Once a price is accepted by the customer the time frame is irrelevant. In view of the run around and delay they have experienced I will offer a $100 refund to compensate for that.

  ******* Penning CES
  

*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. ↩