Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I scheduled Frey Plumbing to come to my house on February 16 for a problem with my kitchen sink faucet. When I turned on the hot water, it would come out only as a trickle - no pressure. The cold water pressure was fine. ****, from Frey Plumbing came to my house at 11 am. He tried a couple of things but instead, the hot water completely stopped. The problem was now even worse. At this point he suggested I contact ****, the manufacturer, to request replacement parts. As he was getting ready to leave, about 11:30, 30 minutes later, I turned the faucet on again and this time, it worked. I got both hot and cold water at full pressure. The plumber said it was probably air bubble/block that became dislodged. I signed the invoice and made full payment of $220.00. I then left the house for a short errand. When I came back the faucet was leaking water at full pressure. I could not turn it off at all. I called my son and he suggested that I turn off the hot water valve from under the sink. I then called Frey Plumbing to let them know that the problem with the faucet was now worse than before the plumber came. The gentleman who answered the phone kept saying that since I had hot water at the time the plumber left, the problem was considered "fixed" as far as he was concerned. The problem is not "fixed". Their plumber made it worse. Before, I could use the faucet and could at least get a trickle of hot water. Now, if I turn the hot water valve on from under the sink it just keeps running and wont stop. Before, I could at least get hot water at low pressure. N ow I get none since I have had to turn off the valve. Today, 3/4/23, I finally received a receipt for my payment and it has incorrect information on it. It states that the plumber "Removed debris from the hot side of the kitchen faucet." That is not true. The plumber did not open any pipes or remove any debris. It also states that "Hot water side of faucet is now working." That is also not true. I called and told them within 2 hours of the plumber leaving, that the problem was now worse, that the faucet was continuously leaking water and that I had to shut off the hot water valve under the sink to stop it. I expect Frey Plumbing to correct the problem with the faucet for which they have been paid in full. The gentleman I spoke to said I would have to pay $165 if they sent the plumber again. I expect that a reputable company would stand by the quality of its work. I am leaving town tomorrow and will return home on 3/30. I will have access to email. I would like this issue resolved so I can use the hot water in my sink when I return. Thank you.

  

  Business Response

  Date: 08/14/2023

  We received a service request on 01/24/23 to look at low water pressure on the hot side of the kitchen faucet. Our plumber, ****, arrived at the customer’s house on 2/16/23. He disconnected the supply line on the hot water side of the kitchen faucet and cleaned the screen and checked the water pressure at the hot water shut. Pressure was good.  When he reconnected the supply line, the faucet had pressure on the hot side. Customer has a **** pull spray faucet.  He informed her that **** has a lifetime warranty on their fixtures. If she had any future issues, she should call **** and have replacement parts sent to her. We would return and install the parts when they arrived. We informed her that we would waive the service charge of $55.00, but there would be our minimum labor charge of $165.00 per hour to install the parts. When she called on the afternoon of 2/16/23 and said the faucet had stopped working again, we explained to her again what **** had told her. She told our Office Manager that we had not fixed the issue and that she did not think she should have to pay to replace the manufacturer supplied parts.  Unfortunately, manufacturers do not pay contractors to install replacement parts. We believe that the client's frustration is misplaced.  We agreed to come back at a reduced rate and install her replacement part, however she feels this is still unfair.  

  Customer Answer

  Date: 08/14/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  The problem with my faucet was never fixed but I was still charged the full labor cost. On the contrary it was worse. As a result I should not have to pay for labor again. I never asked them to pay for replacement parts - that is an incorrect statement. I fully understand that I need to pay for any items purchased from ****. However, I should not have to pay the labor or service charge again since they never fixed the problem for which they were retained.
  
  Sincerely,
  
  ****** *****