ComplaintsforJJ Kokesh & Son, Inc.

• Initial Complaint

  11/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am filing this complaint in defense and on the behalf of my father, ******* ********. My parents scheduled a plumber from the cited company to come and fix an issue in the shower in their master bathroom. The appointment was scheduled for 8:00AM. After several phone calls and many hours later, a plumber finally arrived. My father is a 76 year old, fully disabled veteran, suffering from Parkinson's. His age and issues (including struggles with movement and communication) are unfortunately obvious. The plumber made a very crude and weak attempt at fixing an issue in the accessible, master bedroom shower. He spent very little time at their house, and after cutting into the shower walls and removing hardware from the shower fixture, rendering it unusable, he told my father he didn't have the tools needed to fix it. He left soon thereafter without confirming when someone would be back to complete the job. Phone calls to the company to follow-up yielded little to no additional information on when the shower would be fixed. This is the shower my father relies on to use, as it is the only accessible bathroom in their home. I was glad to be at my parents house and be witness to the events, and I am absolutely outraged at the clear ageism and ableism my father experienced.

  

  Business response

  12/06/2022

  Up until being notified of this BBB complaint we have been attempting to get in contact with the customer to understand the situation.  There hasn’t been any bill sent to the customer.
  

   

  ******* ******** contacted our company to schedule an appointment, there was no mention of him being “fully disabled veteran, suffering from Parkinson's. His age and issues (including struggles with movement and communication) are unfortunately obvious.”  He was the one who met us at the door and explain all of the issues he was having with the shower, no other adult interacted with the Plumber or the office.  We scheduled him in an AM window from 8-12, as we do not schedule exact appointment times.
  

  After calling to make sure someone was home and to let the customer we were on our way.  The plumber arrived the first time on 11/22 at 11:45, he diagnosed the issue and explained that he was unable to repair the hardware store brand shower valve.  The plumber further explained that the parts could be gotten from ******* *** and it would take an unknown amount of time or we could replace the valve with a reputable brand that was in stock. 

  
  ******* decided to replace the shower valve and so the plumber called the office with ******* present and they scheduled a new appointment six business days later on 11/30. For again an AM window from 8-12.  ******* called and talked to the office the morning of 11/30 to make sure he was on the schedule, we assured him he was and we would call him when we were on the way.

  
  When the plumber arrived at approximately 10:45am he began to do the work of replacing the valve he took off the trim to access the tile and began cutting.  The plumber broke 3 bits within an inch and a half. For reference a normal cut job takes one – two bits for approximately 24 inches.  There was concrete backing behind the tile which caused the bits to break and the plumber was concerned that he would break the tile. 

  
  The plumber explained this to ******* as there was again no other person to talk to or making the decisions about the plumbing.  ******* said he understood and that he was not worried if it took longer since he did not use this shower.  We left a template up for the cut to take place and told ******* we would call later that day.
  The office contacted our tile person so that he could make the cuts for us.  Before we could contact the customer ******* called back to ask who we were planning on sending and to ask about a timeline, we explained that it was our tile man and we were waiting to hear back to schedule and would call again contact him later that day.
  A few hours later we received a call form a women identified herself as his wife and she canceled the appointment, saying we were predatory and attempting to take advantage and if we sent her a bill she would complain to the BBB.  At this time no one had been billed.

  
  At this time we have not sent a bill, and are willing to complete the job.  We do not feel that the bill is exorbitant but instead reflects the time the plumbers were there.  We have repeatedly contacted the ******** but they hang up the phone each time.

  
  Our concern with this issue also lies in the fact that the complaint infers that ******* was not capable of making these decisions, when he was the person who scheduled and was the primary contact at the home.  If he was unable to make these decisions, I would think that he should not have been the only adult interacting with the plumber and office and nor have been allowed to schedule appointments twice.
  

  While we have not billed the ******** for our time, it is our plan to do so for time worked, which was two hours.

  
  

  Customer response

  12/06/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  As mentioned in my original complaint, I was at my parents home for the entire duration of the plumber's visit and submitted the complaint on behalf of my father. I can verify that the plumber did arrive at their home after 11:30AM CST, after two phone calls from my father to the office to get an update on the status of the plumber that was scheduled to arrive. They did not call him as you claim they did. I may not have spoken to the plumber directly while he was at their home, but I was witness and present (as mentioned) during the entire time he was there.

  Your response to the complaint is ignorant to the fact that my father is not incapable, but rather your employee made choices during his time at their house that have and are unnecessary. The complaint that you all took advantage of my father was only reinforced after additional review of the shower (following your plumber's visit) by 2 additional plumbers who both verified that the action taken to address the problem was grossly unnecessary. 

  Frankly, my concerns attached to the predatory behavior and choices on the part of your employee is only heighten after reading your response to my original complaint. As my mother told you all in her phone call on that same day, we are refusing to pay on any hours or labor due to the damage and repairs that now have to been made because of the choices of your employee. We have chosen to not communicate with you all via phone calls to insure that accurate communication is documented through this portal/complaint system. 

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

• Initial Complaint

  09/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In February of 2022 These people came out to fix a master water valve shut off valve to my house. Job was done and paid them about $1100 for the job, This consisted of a master valve, water drain valve and 2 1/2 feet of pipe and he was here for about 3 hours. When the job was done the plumber looked right at me and said don't use this valve to shut off the house go to the water meter outside , "these are junk and always break" At that point the wall was covered back up with the cover plate that was on it before. Fast forward to September of 2022, I have and issue with ******** ***** ******* over a bill discrepancy, they sent out a tech and in their process to eliminate possibilities they told me to go in and shut off the water. Well the valve doesn't work, the tech left, said get it fixed and we will come back out, I called ** ****** and after getting a phone call back I was told, I would be recharged for any repair and service call and all I had was a 30 day warranty. I repeat the valve has never been touched since they left and from what the plumber said while he was here it was almost like he knew it was bad from the start, terrible customer service, to be honest I don't even want them in my house again, I would rather they pay for another company to come fix it or refund me and I will find one

  

  Business response

  10/04/2022

  When we received this complaint I immediately spoke to our receptionist, plumber, and looked up the original invoice.

  
  As you stated, it has been over 6 months since the work was done and there was a stated 30 day warranty on your invoice.  Unfortunately due to the long amount of time the valve has been in your home, we cannot warranty the installation past the stated date.
  I spoke to the plumber and while he said he couldn’t remember exactly being at your home, since it had been so long, that it didn’t seem like something he would say since he just put in a new valve for you.  As our receptionist also tried to explain, we think there might have been a case of mishearing each other or a misunderstanding of when to use the valve.

  
  As I tried to explain when we talked on the phone, your incivility toward me, your obscene language with our receptionist on the phone, and continued assertion that we can’t run a company correctly and have **** customer service lead me to not want to bend any of our warranty rules and I do agree with you that it is probably better we do not work together again.

  
  

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