Complaints

• Initial Complaint

  06/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3/8/2022 I hired ******************* as a contractor to redo my master bath. In early April I met with his 'trades" - tile guy, electrician, painter, and plumber. This is my first encounter with **** ********************** the plumber. This was my first remodel and there was much to learn. I did not realize there were additional costs for me. I was responsible ( in addition to what I already paid) for fixtures, and most plumbing items. This included shower head, valves, bath tub and faucets. At some point Mr. ********************** OFFERED to buy these items I picked out with his plumber discount. I was very grateful to hear this as I was already way over budget. On 8/17/2022 I received a text from Mr. ********************** letting me know the amount due for the items he purchased for me. Total was $2352.25 or $2434.58 if I chose to use a credit card. I chose to write a check. In mid September the orders were sent to my house where I inadvertently found out the numbers did not match as far as payment. When I questioned him about this in a text. He admitted to taking $237 for himself for doing the work. Not sure how much work ensued since I did all the 'shopping' he just plugged into the computer. I don't dismiss he did some work, but he also did not inform me this would cost me extra. He got huffy at me for asking that he return it. He said in a text that he would, but I have yet to see it. I could use this money to help pay off the project itself. That and folks just don't tip themselves whatever they want when they want. My calculations suggest it was a 10% tip. Imagine had I spent $4000 not $2400. Shame on ************** for thinking this was ok and he told me as much. Said Mr. ********************** put in a lot of work. He was more interested in having this plumber do the work than honesty. He should have been up front and he is only annoyed because he got caught. Had I not checked the invoice I would never have known this. :{

  Business response

  06/12/2023

  ******************** and I did have a discussion about the $237.30 that she has filed a complaint about. I explained to her the hours of time that I had spent for her, during regular business hours and after hours, as shown in texts and emails. On 9/16/22, I had finally had enough of ******************** with all of the constant changing, my efforts to please her, her late-night emails and texts (that I did take the time to respond to). I told her that I would return the $237.30 in a text and that I would not be doing this job for her. I also notified her contractor to find another plumbing contractor. 
  After this, ******************** sent me an email on 9/19/22 apologizing to me. I did not respond to this email at that time because I had no intention of performing the renovation for her. That afternoon, ******************** called me and apologized again for her attitude and said that she totally understood the $237.30 and all the time I had put in for her when I had not even started the job yet. She asked me if I would reconsider and do the job for her and the $237.30 issue was squashed. I felt her apology was sincere at the time and I agreed to perform the renovation and began work for her on 9/23/22.
  I was personally onsite for the entire plumbing renovation. Things were extremely cordial between us. The $237.30 was never discussed again. I completed the job, she paid for the job in full. She never asked for a reduction of the bill, she never asked for a credit, the $237.30 was not discussed anymore during the renovation job which lasted from September to December, when the job was completed. She paid in full and was happy with the result of the renovation. I have not heard from ******************* in the last seven months about anything. 
  In closing, after reviewing this statement and the attached supporting documents, I would ask that this complaint be removed from my company. I have been in business for 10 years, in this profession for 25 years and I have never had a single complaint. 

  **Please note: A copy of ALL emails and text messages were provided to the BBB in person on 6/5/23 as the website would not allow for attachments. These documents are available upon request. 

  Please feel free to reach out to me via email or by phone at ************* if you have any questions or need more information.
  

  Thank you,
  **** Gladden
  E.W. Gladden Plumbing &Piping, LLC

  Customer response

  06/13/2023

   
  Complaint: 20135164
  
  I am rejecting this response because: Mr. ********************** has distorted take on what transpired and what didnt.  I have taken screen shots of the only texts sent regarding this situation.  I hope this is of some help.  In the meantime I would love to see such proof on his end to say otherwise.   I apologized in the sense that I dared to question his taking money from me without my knowledge.  As I stated before.  He told me how I can pay- check or credit card- even told me using a credit card would cost extra.    I chose to write a check because I was already over budget.  He had the perfect opportunity to tell me he was adding in a  tip for all of his hard work, but chose to keep this to himself.  Again, I am not a mind reader and he is only getting annoyed because he got caught.   In addition he stated I asked him to reconsider finishing the plumbing portion of my remodel.  No I did not.  Another fabrication.  This was not my call.  I did not hire him, ******************* did.  I was given explicit instructions from ******************* to contact him with any questions/concerns regarding any of his trades.  I want to also point out Mr. ********************** was NOT on-site  the entire time any plumbing was being done.  He was nowhere around when some of his crew came to the house at least 5 times to get the toilet to stop running.  I dont recall his installing faucets.  He was instrumental in getting the pipes correct under the shower floor.  That took several trips as I had a leak on the kitchen ceiling.  Could not pass inspection with the leak.  In my opinion **** talked him into finishing the job, just not by him.  This is not personal Mr. ********************** this is business.  You should not be giving yourself a tip when you offered to help me out.  I was not aware there were strings attached.  You appear to have come up $200 some according to the sum of what I purchased, not necessarily your time.  Please reread emails, there were times I waited for you as well as you waited for me.  Im spending $25,000-$30,000 Im entitled to make the right decisions for me and I am confident I did so in a reasonable amount of time.  I have the text where you said you would give it back I think my observations and concerns are warranted and I ask that the BBB keep my concerns on record until this is rectified.  I kept a daily journal and would be happy to supply BBB with more info if needed.  Thanks for this opportunity. ******************

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

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