ComplaintsforPremier Plumbing Services, LLC

• Initial Complaint

  11/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Premier Plumbing (owner ***** ******) to replace a leaky tub and surround. There were issues with his work, I had to hire someone else to make repair. ***** was to fit the tub surround around a window but decided the window leaked and said we should get rid of it. He did not fit the surround around the window. I had 6 other people come out and all said the window did NOT have a leak and was fine. He was to replace the subfloor since it had been damaged but decided it was fine. He gave me $101 credit for not replacing the floor. I had an estimate from someone else for $791 to do that. He did not caulk around the grab bar and put 5 holes in the wall but used 4 screws, 2 were not in the studs. The water knob was not straight and they refused to replace it. It was fine before they did any work. They did not attach the pipe to any studs. At no time did ***** or ***** get in the crawl space and check for leaks. The guy I hired had to attach the pipe to the studs in two areas. Remove and fill in holes from grab bar and put caulk around it. He found a leak under the tub drain and found there was very little putty around the drain allowing water to leak into the crawl space. He had to remove the on/off faucet to fix it and straighten that and secure the pipe behind that knob. Two days after the job was done the faucet with the shower on/off button came away from the wall because the pipe was not attached to a stud allowing the faucet to move freely. ***** did fix it. I contacted them to make other things right but they refused. They insisted they did everything right. I want $175 for the work someone else did to fix the leak, faucets, grab bar, pipe and other repairs. I want $250 for not fitting the surround around the window and not taking that off their bill. This was how much another guy said he would charge to do that. I want $575 for not replacing the subfloor. Thank you for your help!

  

  Business response

  11/06/2023

  We bent over backwards to explain to ** ***** and even showed her that the subfloor did not need replaced because it was solid. As part of our original quote we allowed 30-45 minutes to simply remove the section of subfloor and install new 3/4” plywood. Our labor rate is $125/hr. Hence the deduction of $101 from not having to replace the sub floor. 
  As to the window issue. If the window was not/had not been leaking then why are the studs under this window black with mold and rotten? ** ***** and her husband were brought in to the bathroom to visually see the damage from where the window had leaked/was leaking. We explained that it was in her best interest to have window covered up on the exterior to prevent any further wood/framing damage. She and her husband were fine with that. So therefore the tub wall did not need cut. 
  As to the grab bar installation. We do not caulk/use adhesive on grab bar flanges so that if they ever need replacement there’s no damage to the tub wall. That’s also the reason there’s a screw cover flange that covers the screw holes. 
  I see by her documentation that she hired a lawn and landscape company to repair supposed plumbing issues. I would not and do not trust a lawn and landscape company to make legitimate repairs to plumbing. 
  As to not getting in the crawl space to verify leaks. Before the tub wall was installed we did dump a bucket of water down the drain while being able to visually see the drain connection and being able to see in to the crawl space and found no leaks that that time. 

  Customer response

  11/07/2023

  
  Complaint: ********
  
  I am rejecting this response because:  I did not complain about the subfloor not being replaced.  I complained that I only got $101 credit for it not being replaced.  There is no way you could have removed, cut the new floor and installed it in less than an hour.  What about a refund for the wood that you did not buy?  As I said another company quoted almost $800 to remove the floor.  

  We admit ***** felt the window was leaking (even though 6 other companies came and said it was NOT leaking) but we agreed to get rid of it.  I want a refund for ***** NOT cutting the tub wall to fit around the window.  I was quoted $250 by another company to do that.  
  
  Yes some studs were damaged by water years ago.   ***** showed us this over 18 years ago when he redid our bathroom.  He installed NEW studs on both sides of the damaged studs and those new studs were fine and showed no sign of water or other damage.  ***** failed to mention there were newer studs around the old bad ones behind the tub wall.  
  
  Why did the new tub wall have 5 holes in it for the one grab bar yet only 4 screws were in it and 2 were not in any studs behind the wall?  I know this was also part of the contract for ***** to install a grab bar in the shower but he didn't get it and send ME to the store to get one.  If I had gotten the wrong one/type he should have said something and taken it back to the store himself and gotten the right kind.  The store was only 4 miles away.  
  
  The grab bar was NOT flat against the tub wall allowing water to get behind it and then into the hole that was not filled in and left open behind the bar.  It is *****'s job to make sure the job is right and he did not do that.
  
  No mention of how ***** did NOT attach the pipe to any studs behind the wall.  In fact when I mentioned it I was told the person who puts the walls in will do that.  How would they be able to do that where the tub surround was covering the pipe?   Plus because there was nothing securing the pipe to the studs the faucet came loose from the wall within 2 days at least 1/4 inch and ***** came back to fix that.  The other faucet was very crooked and they refused to replace it and make that right.  
  
  There is NO WAY ***** or ***** could have seen a leak even if they put their head in the crawl space opening.  They needed to get into the crawl space and under where the tub drain was to see the leak.   I know when there is standing water in the tub it would leak around the drain where there was very little putty and drip into the crawl space.  It was not coming from the actual drain but around it.
  
  As for Matt.   His business is Matt & Shawn lawncare AND home improvements.  ***** seems to have a problem with "handyman" doing any work.  He bashed ***** who was also a handyman about his work yet ***** did a lot of other work for us and it was done well.  We never had to call ***** back for a leak, crooked faucet, faucet coming loose from the wall, etc.    There are some really good handymen who know what they are doing.   ***** knows nothing about Matt and his experience and knowledge and cannot judge him because he is just a "handyman."   Very insulting!!
  
  Sincerely,
  
  *** *****

  

  Business response

  12/01/2023

  As to the sub floor: it is very possible to replace that small of a section in well under an hour. I don’t know where ** ***** is getting the time frames from but I’m assuming it was from someone who was writing an estimate to replace it and of course is going to quote it at a “worse case scenario”. We replace the wooden subfloors under tubs fairly often and I can assure you it does not take more than 30-45 minutes to cut out that section with a circular saw, pry out, lay new piece in and screw dowm to floor joist. When the existing wood comes up while rotted it’s actually faster than the above stated time frame. 

  As to not cutting the wall of the tub since the existing leaky window was to be covered up: If ** ***** wishes to be refunded that portion we will have to come to an agreement on how much of a refund. Much like the floor pricing she has mentioned being quoted, $250.00 for 30 minutes of work with a circular saw or a multi tool is quite extreme. It’s literally as simple as measure the window opening and mark the tub wall and then cut with a circular saw and/or multi tool cutter. 

  As to the issue ** ***** has with the grab bar installation: She did request, at the last minute before starting the job that we install a grab bar for her. We did forget to pick up said grab bar. We admit, our fault. We took the measurement on what size she needed and she “offered” to go pick it up. She brought back what she was advised to get and we installed to manufacturers specifications and industry standards. ** ***** was not charged for the grab bar, obviously because she is the one that went and picked it up and cost of said grab bar was not priced in to our original quote. 

  As to the “insulting” her handyman: that was and is in no way our intention. We work along side many handyman contractors on various projects and have had zero issues. We will again state the fact that we could and did see the plumbing, drain included by looking over top of the faucet before the end wall was installed. Anyone that says you can’t has obviously zero plumbing experience. 

  Customer response

  12/11/2023

  I am trying to research and talk to other plumbers about some of the things ***** said in his response.    Why was he allowed to take weeks to respond I am have less time?  I can and am sending you what I have written up for now and wanted to talk to a few more people about this before I sent my response.   Please reopen this and let me have my say and get this taken care of.   Thank you!

  
  This business did NOT bend over backwards to fix their mistakes.    After doing the job within a few days the faucet came away from the wall.  This would not have happened if they had secured the pipe to the studs before putting up the wall.   I called and a few days later ***** came out to see the problem.  The next week ***** returned to "fix" it.  There were still issues with the work and ***** and ***** came back ONE more time and got in my face yelling they did everything right.  They refused to fix anything else.   I send Premier plumbing an email listing what I wanted done and Lisa responded they were done and would NOT make things right insisting again everything was done right.  
  
  I assumed since the contract ***** wrote up saying he was " replacing subfloor under tub only and shoring up floor joist under tub."  meant the whole subfloor under the tub and not a small area.   At no time did he say part of it.  I think ***** thought the whole floor might have had damage and he would have to replace the whole floor and his price included replacing it.  
  
  I was quoted by another person to cut the surround to fit the window he would have charged $250. The surround is NOT flat but has some curved areas.  That would not be as simple a cut as ***** makes it out to be with curved areas where he would have needed to cut.  
  
  As to the grab bar why did you say I decided on it at the last minute and then you admit you forgot to get it?  I did ask for that before you came out to do the work.   I DID NOT offer to get it but either ***** or ***** asked ME to go to Menards and get one.  I do not like being accused of something I did not say/do as ***** has said.   
  
  I have had to have additional repairs of what ***** did not do right.   I am asking for $311.37 for those repairs.   Again the men who have come out to see the tub have all agreed there was NO way anyone could see if there was a leak under the tub drain and pipes by looking over the top of the faucet before the wall was put in. They all said you HAD to get in the crawl space and look up into the opening where the pipes are to see the leaks/drips.  One leak was a stream because of very little putty put around the drain and other leaks were drips and would not be seen looking from above in the wall opening.  Explain why there were multiple leaks after he put in the new tub if he had checked FROM ABOVE and not from under the tub/floor?  Clearly he could NOT see the leaks by looking over the top of the faucet before the end wall was installed since there were leaks!  
  
   I have talked to 6 different people who do plumbing and each of them gave me the "look" and said there is no way anyone can see if there are small leaks by looking from the top down on the pipes.  One man said how could anyone see a small drip or leak if it is on the bottom of the pipe looking down from above.  They all said you must get below the pipes either in the crawl space or basement to clearly see the pipes and drains to see small leaks.  I have ZERO plumbing experience but even I know you need to check plumbing from ALL angles to check for leaks.  
  
  I am still asking for $1000 refunded to me for jobs not done and charged for and for having to have someone else come out to fix problems that ***** and ***** did not do right.   $250 to fit the surround to the window, $331 for repairs another guy had to do to fix *****'s mistakes and $419 for not replacing the subfloor as per his contract.  
  
  I hope the BBB and anyone who reads some of *****'s statements will see he is lying and trying to cover himself.  Maybe he is the one who does not know it all when it comes to plumbing.  He made some bad mistakes and refuses to own up to them.  
  
  ****** response shows their true colors.  They got paid and now they refuse to back their work, make repairs to the work they did wrong, pay me for having to hire someone else to fix their mistakes or even respond to me.   They do not care about us and have never apologized or offered anything to make things right.   That is why I contacted the BBB.  
  
  ****** response:   
  There is nothing wrong with the “knob”. We’ve showed you and explained to you that the tub is solid and was installed correctly.  So much to the point that we’re done discussing it and further wasting our time. We’ve even went further and wrote up an invoice saying that if the tub cracked do to not being installed properly (not from abuse) we would buy you a new tub.   We normally do not warranty customer supplied material.  You’ve been told numerous times that the tub was installed properly. We’re done explaining it any further.  We wish you the best of luck with the remainder of your wall repairs. 
  **** ****** 
  
  My response: 
  Why is there creaking when we are in the tub?  Why was the knob not straight and clearly off to the side?   Why was the pipe loose behind the wall and not secured to studs that the faucet came away from the wall?  Why are there multiple leaks under the tub into the crawl space?  No one got into the crawl space to check for a leak when done.   Why were there 5 holes put into the surround and only 4 had screws in them from the grab bar?  Yes I purchased the tub myself but it was new in the box and never opened until ***** and ***** put it in.  i have had at least 6 other businesses come out and all said the job was not good.  One company wanted to remove everything ***** did and start over.

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