ComplaintsforCountry Gentlemen Plumbing

• Initial Complaint

  12/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi, On December 19th Country Gentlemen Plumbing (Joe) came to fix my toilet. He came in and I told him I thought it might be the wax seal around the toilet. He told me it could be the tank because it wasn't fastened to the wall. I told him the tank was never fastened and I was unsure of the issue. He spent about ten minutes fixing the toilet. Five days later the toilet started leaking again. I called Country Gentleman three times and no one called me back? I called on the 26th and finally got a hold of someone and they said the soonest they could get me in was December 29th. I received an email stating they would send a technician between 8:30am and 11:00am and no one came. I called Country Gentlemen asking where was the plumber and they said I did not reconfirm with a voice message they sent me yesterday evening. I never got the message. I would like Country Gentlemen to send me a refund of 160.00 plus tax because they are really difficult to work with and did not fix my issue.

  Business response

  01/19/2023

  BBB spoke with Jean at the business. The business called the consumer on December 27 and received inbound calls from the consumer. The business called back on December 29. The business tried to arrange an appointment on December 29, but did not hear back. Please call the business to set up a new appointment.

• Initial Complaint

  12/08/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  In around 10/2022, I signed a contract for CGP for a plumbing project including rough in and trim plumbing (vanity/shower/toilet) for a bathroom addition. The work started on 11/30/22 and I really didn't have any issues with the plumber or the work being done. The plumber seemed like a nice enough guy, although a bit unprofessional but again not of any real concern to us. Initially we really didn't encounter any problems, plumber was here doing the work as agreed. On the 6th, the plumber installed our ******* shower pan without the waterproof flange at the bottom, which I did not realize until later that night when I started planning to hang the ****** board. I called the company early the next morning requesting a call back in an attempt to address this while the mortar was still wet. I did not hear from anyone the entire day. I called back the next morning at 9:10am and spoke with, Jody?, who repeated a myriad of excuses from the plumber and finally put, Joe?, on the phone who requested that I send him the instructions for the installation of the shower pan with some photos. I sent this information around 9:30am for review. Steve, the owner, called me at 3:30pm and failed to take any responsibility for the work that his plumber performed, basically saying that they don't usually install that style of shower pans and that the plumber was essentially doing me a favor. This despite the signed that they were to install trim plumbing supplied by the owner (me) in the contract. There were no specifications in that contract regarding the fixtures to be supplied. It was really a piss poor and shocking response to a problem created by one of his plumbers. It would be a different story if they informed me that they only install acrylic shower pans, but there were no such specifications. They were to install whatever fixtures I supplied. Needless to say my renovation is now in a holding pattern until this issue is resolved.

  Business response

  02/01/2023

  We have made several attempts to reach this customer our office has left voicemails requesting a call back. We have not heard back. Please call our office ###-###-####.

  Customer response

  02/01/2023

  The company did not work to resolve this issue. I had to dispute the charge with my bank to get my money back which I did. The company made zero attempt to fix the problem they created even after I paid them. I have washed my hands of them since the bank did refund my payment

• Initial Complaint

  11/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was told the diagnosis charge would be applied only if I chose not to have the work done. I had the work done but was charged the diagnosis charge.

  Business response

  12/16/2022

  Our technician arrived at this costumer’s property on 11/23/2022, to preform a shower valve and a tank seal replacement. When the technician inspected the shower valve he informed the customer that it did not need to be replaced, the handle was loose and needed to be tightened. The technician tightened the handle and informed the customer of the liability and charge in doing said repair. Per our company policy, charging the standard flat rate “Hour Service Charge” of $150.00 for any type of repair is appropriate. However, our technician gave the customer a discount by charging the $98.00 “Diagnostic Fee” and not the standard hour service charge. The technician states the customer was aware of the discounted price and agreed to pay it.  Our technician then replaced the customer’s basement toilet seal and charged him appropriately. The customer was presented the final bill and paid while the technician was still on site without complaint.

  Business response

  02/01/2023

  We have refunded the $98.00 charge with the tax that was applied to the line item. $105.84 will be refunded to the credit card used to make the initial payment. 

  Our technician has received more training on his wording that is written in customer invoices and appropriate pricing.  

  Customer response

  02/02/2023

  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. 
  
  Regards,
  
  ******* *********
  
  
  
  
  

• Initial Complaint

  11/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Main sewer line from the house to the road plugged. 1st visit was 10/6/22. He could not get the clog out, also determined there was something in the toilet blocking the line. Recommended I buy a new toilet and call to schedule next visit to install it and work on the clog. That visit was on 10/10/22. Different technician came. Had a hard time getting it cleared but he did it. In doing so he had to take apart a section of the main line. The pipe is copper except for a 2' section about 4' above the floor. It consists of different sections of PVC pipe. Instead of prying the sections apart he violently pulled it apart. It was so violent that he broke metal piping at the bathtub drain which connects to the main line just below the basement ceiling. He tried to find a part in his truck but couldn't. He presented me with a bill for about $500, the first bill was $100. I paid cash for both visits and was not given a receipt. I have since been unable to use my bathtub and shower. And the kitchen sink drains into the tub line, and because the line is disconnected and hanging low the water drains directly on the basement floor. I heard nothing from them so finally called them 10/18, was told she would leave a message for the manager. I heard nothing from them the next 2 days so called again and again was told she would leave a message for the manager, he's very busy. On 10/25 I received a call from the original technician. He did not seem to have a clue why he was calling me. Told him what happened, he said he would call me back and work me into his schedule. Have heard nothing at all from them. I still can't use my tub or sink. They need to make this right

  Business response

  12/16/2022

  On 10/6/22 the first technician arrived to investigate the problem and found that the toilet and tub drain was backing up. The tech then gave the customer a price to auger the toilet and also had the customer sign the authorization to begin work and a snake release form. The tech then attempted to auger the toilet however had difficulty getting the auger through the trap of the toilet. The customer then explained that a porcelain dish had been dropped into the toilet and broke. Then attempted to remove all the pieces however is unsure if all the pieces were retrieved. The tech then advised that the customer purchase a new toilet and that country gentlemen plumbing would return to remove existing toilet and run a large snake through the drain. The tech then took a series of pictures including in the basement and noticed that someone had worked on the drain in the past removing a section of 3"copper drain line and added a section of pvc pipe and fernco fittings. Also the tech noticed that the tub drain wasn't properly plumbed and explained to the customer that it required fixing to bring it back up to code. On 10/10/22 another tech arrived to perform the work. Again the authorization and snake release form were signed and the tech began working. The tech once the toilet was removed attempted to snake the drain however was having difficulty getting the larger snake through the drain to the point that the snake was binding up. The tech then went to the basement and removed two fernco fittings so the main drain could be separated and snaked from there. In the process of gaining access to the drain by removing the fernco fittings and snaking the drain, the tub drain fell apart. This is exactly the reason and our policy for every technician at country gentlemen plumbing to get the customers authorization signature and the signature for the snake release form which states that country gentlemen plumbing is not responsible for damage that may occur during snaking. It is also our policy to obtain pictures of before and after work performed. It has always been our goal at country gentlemen plumbing to bring satisfaction to our customers. We would gladly return to fix the customers plumbing issues. However due to the scope of work needed it would require an estimate for the materials and the work to be performed. This has been communicated with the customer however at this time the customer has stated that they don't want an estimate and will only accept the work to be performed for free. .

*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. ↩