ComplaintsforKeidel Supply Company, Inc.

• Initial Complaint

  06/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I spent 14,421.00 on all the plumbing parts and fixtures for my Master Bathroom remodel. I bought everything from the bathtub, toilet, sinks, medicine cabinet all the behind the wall plumbing parts , faucets, floor mounted bath filler and shower heads from Keidel. After the tile was installed over the rough in and the final finishing piece arrived to allow us to turn the shower on and off, the shower would not turn off. We were given the professional hot line from our sales person at Keidel Sara P*****. After our contractor called the hot line we were told to order another thermostatic valve. After waiting several weeks for the new value the contractor installed new value and the water still would not turn on and off. We called the hot line again and it was determined the wrong rough in was given and we did not need the thermostatic value but another value. I contacted my sales person, Sara P***** and she apologized for the mistake. She said she was only on the job 3 months and did not realize that there were two kinds of valves. She said they would order the new part and Keidel would pay for the cost of installing the new rough in valve. My contractor determined that due to the tile already being fully installed along with all the other plumbing fixtures and the shampoo alcove that the best way to correct the problem and least expensive due to the tight space was to change the valve from the outside. This was also a suggestion from Keidel as a possible fix. Due to the cold weather in November we had to first wait for the new rough in and then wait until Spring for the weather to be warm enough to open the siding on the side of the house to change out the plumbing. 6 months later I was able to get the new rough- in installed as well as the new finishing piece to turn shower on and off. I sent the invoice to Keidel for the cost of the fix on their HUGE mistake and out of the 3,300.00 bill they have only reimbursed me 500.00.

  Business response

  06/30/2022

  Thank you for reaching out to us about this situation.  At the time we discovered the product was not correct, we did agree to pay to have the valve swapped out.  We have been in contact with the customer throughout the entire process up until last October when the customer went silent.  The customer was supposed to provide us with an estimate on the cost from their contractor.  We never heard from them until recently, when we received an invoice for $3,300 from their contractor.  The customer took it upon themselves to approve their contractor to swap out the valve by climbing a ladder to access the valve through the second-floor exterior wall.  This is not a normal practice by any licensed contractor or plumber based on feedback from our commercial partners.  We did agree to pay for the valve swap, so we contacted several plumbers to provide us with an estimate to perform this work.  They each agreed that between $350 and $500 to complete the work. We decided on $500 since this was a complex job and there was a long wait period for the parts.  We contacted the customer to inform them about what we would be willing to cover, and they agreed to the amount.  We understand that they do not want to pay the additional amount, but we were never provided an estimate or information on the scope of the work that was performed.  This was their decision to take an extreme approach and authorize their contractor to perform the work.

  Brad B*******

  Showroom Manager

  Keidel Supply

*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. ↩