Complaints

• Initial Complaint

  11/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The incident occurred on 10/25/2023 The charge was $897.70. I paid by check the full amount shell shocked and not one for conflict. I did not get an estimate prior. The business stated they could install an indoor water faucet to an existing plumbing line capped off and did not give an estimate. My wife called the next day and spoke to ***, the manager. She told him we were upset and felt we had been grossly over charged for the job. We told him there were less than $100.00 in supplies, the plumber was 2 hours and he charged over $400.00/hr! She asked for a reduction. He asked how much we thought it was worth and I told her to tell him $250.00 *** insisted they charge by the job and do not itemize supplies nor charge by the hour. No one mentioned that before when we called! He never negotiated a lessor fee. The conversation got heated when he repeatedly belittled her telling her we have obviously never hired a licensed plumber before. She told him we had hired many licensed plumbers having remodeled our last three homes and he just kept telling her we obviously had never used a licensed plumber before. She told him the conversation was over and that she was contacting the BBB for resolution. The plumber was here for 2 hrs 17 minutes. We have never experienced such a lack or transparency or respect from a plumbing company before nor paid such outrageous plumbing bills between Colorado and ********. The ***************** took our check and did not leave a receipt. I called again for a copy November 2nd. We have not received one as of today, November 7 th, 2023. No advertising ad was involved. We would just like transparency so we can see how he figures the job was so expensive and would appreciate a reduction in the fee ***************************

  Business response

  09/06/2024

  I am sorry that this happened.  Our techs gave gave her three options to choose from.  They could fix the leak, they could fix the leak and rebuild the toilet because it wasn't flushing correctly, or they could install a new toilet.  She chose the new toilet.  The son got involved and had her cancel the call and then got on here and left that complaint.  We were never contracted other than to have the call canceled.  The son never contacted us.  I hope this clears things up.  We do not prey on people.  We are fair and honest and put our customers in control.  No one wants to call a plumber.

   

• Initial Complaint

  04/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired top hat plumbing to fix a leak (413.00) which they did. Next I hired them to replace all the pipes in our house (3500.00). At that point I discovered my shower and kitchen faucet were broken I ask for a estimate 1443.00 To replace a shower valve and 486.00 to install an owner purchased sink. This amount is outrageous. Plus the plumber took my broken kitchen faucet spray gun and despite 3 phone calls and promises they mailed it, 3 weeks later I still don’t have the spray gun. I need it so I can get a replacement. The women in the office laughed while telling me she mailed it. She was very rude.

  Business response

  04/27/2023

  The spray nozzle was returned.   That prices she was given are our normal prices.  We do not charge by the hour by by the job.  Those are the normal prices for those jobs.  The  lady on the phone being rude, well according to her. This lady was laughing and joking on the phone with her.

  Customer response

  04/30/2023

  Complaint: ********
  
  I am rejecting this response because:
  I ask they mail my faucet side spray to my house. They took it without my approval.  I never ask they to take my spray gun. I called 3 times each a week apart. I never received it they told me it wasn’t returned to them. The receptionist giggled when I called in to ask if they had mailed. She would say it was in the mail, haha. I mailed it last week haha. Yes that’s the correct address, haha.
  
  
  Sincerely,
  
  ***** *******

*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. ↩