ComplaintsforZap, Inc.

• Initial Complaint

  03/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I suffered a water leak in my home. This company repaired the leak at an exorbitant price of $900+. I am confident that they damaged the pipe that ran right alongside the one leaking with their repair. Shortly after that - within a week - the other line began to leak - They charged an additional $463 to fix that one. They "repaired" the water heater so it would fill my walk-in tub - charged $400 - it doesn't fill my tub - they quoted $1800 for a new 50-gallon water heater, and the workers told me that if the $400 repair didn't work, they would deduct that from the cost of the new heater. I have checked with other consumers and professional plumbers, and these charges are excessive. I have spoken directly with the owner, and he will make no allowances and told me that our conversation was over because I insulted him, which was not my intention.

  Business response

  04/20/2022

  Business Response /* (1000, 5, 2022/04/01) */ This letter is in response to a complaint filed to the BBB on or about 03/29/22. I will begin by referencing a work order and invoice dated 12/27/21. The Customer stated they had low water pressure in the master lavatory and also wanted information on a tankless water heater. We completed the work order by cleaning the aerator, replacing the filter cartridge and discussing an On Demand water heater. Customer was charged our standard "service charge" with the first hour included. The next work order and invoice were dated 02/17/22. The Customer stated they had low water pressure on the hot side of the system. We completed the work order by draining the water heater, flushing out the tank and replacing inlet and outlet nipples. The Customer was charged our standard service charge with 2 additional hours labor and material costs amounting to $46.21. The next work order and invoice were dated 02/22/22. The customer stated they had a water leak. We completed the work order by identifying and replacing a failed water line under the concrete slab. The Customer was charged our standard service charge with an additional 6 hours labor and $147.19 in material costs. The final work order and invoice were dated 03/23/22. The Customer called stating they had another copper line fail under the slab. Our understanding is the leak was discovered while the patching and repairs to sheet rock was being done. We completed the work order by replacing another failed copper line (hot side) under the slab. The Customer stating she was "confident: that we had damaged the 2nd line is just not true. She mentioned it to the Plumbers while they were there and they showed her how each line was individually sleeved and they showed her the tubing after they pulled it out, showing her the multiple holes in the line, explaining how that happens through electrolysis and or turbulence in the line. The Customer was charged our standard service charge with an additional 2.5 hours labor and material costs of $43.70 We have responded to each of their calls as quickly as we could, completed each work order, checked completed work and discussed options. We feel we have acted and charged out completed work in a professional like manner. We charged out the work done just as we have for the last 45 years in business. When the Customer told me we overcharged her and had checked with other "professional" plumbers and was told our charges were excessive, my response was "we charged out our work to them just as we would to anyone and they had the option to call someone else". The lady was very rude and demanding and I told her I was done with our conversation because of her insulting manner. We pride ourselves in doing the best work we can in a timely manner and stand behind our work 100%. The fact that we have served this area for the last 45 years is saying something. We are sorry the Customer had multiple problems but I feel we addressed each one to the best of our ability. Consumer Response /* (3000, 7, 2022/04/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was never 'very rude.'This plumber told me our conversation was over when I was trying to get him to explain the charges. He ended our conversation precipitously because I had 'insulted him' - I told him this was not my intent - I needed an explanation of these charges and some relief - further, he never showed me the line. I doubt seriously there were multiple holes since this second leak was slow. The total bill for the second leak was $463. He charged 2.5 hours of labor when more than half of this time, the workers were gone to get more equipment. The standard service charge is $120, which is on top of the other hours. The first leak bill was $987.19, and insurance only paid $120. The service call is $120, and then they charge 6 hours which is $720 in addition. The men were not here for 6 hours. It seems strange that the hours are on top of the service charge. A few days ago, we had a different plumber install a tankless system since this plumber's 'repair' of the water heater didn't work (and we paid $400+ for that). This plumber had previously estimated the tankless system installation at $4800, and we declined. We paid the new plumber $3000, including a $300 tip! I will conclude by saying that I have no desire to be unkind. I have spoken to customers and other building and plumbing professionals, and I have received the same response. These charges are excessive. Zap plumbing was prompt, and I certainly appreciate that. Perhaps their promptness was a matter of availability because of their reputation for overcharging. Customers have chosen to use other plumbers. I know I have. Unfortunately, I was in the midst of an emergency and didn't have time for estimates, etc. I will not make this mistake again. Business Response /* (4000, 9, 2022/04/12) */ This final letter to the BBB is our second response to Case # XXXXXXXX. First I feel all should refer to our first response as it is complete and true, addressing each part of the customer's complaint. I will again state the customer was very rude in the conversation, saying we caused the second leak under her slab and expected us to make the repairs at our cost after we had made them. She also stated that the plumber did not show her the line we pulled out. We certainly did, while explaining each line was individually sleeved protecting it from external damage, from us or anything else. I don't believe she understands this fact. As she was told, the damage was from electrolysis, not bad plumbers; bad plumbing. The part of the complaint concerning her water heater seemed to be her misunderstanding about how storage type heaters work. We fixed the heater (replacing parts needed and flushing the tank) to make sure it put out as much hot water as it was capable of supplying, she just needed a larger heater. We also told her we could deduct the $400 off if she decided to go with a larger or tankless heater. There is not much more we could offer. Her stating our prices were too high is only her opinion,she always had the option to price check. As far as "professionals" saying our pricing is too high, well......as a professional, I was taught to keep out of that kind of "mud-slinging"......non professional. We pride ourselves in doing the best work in a timely manner and still stand behind our work 100%, just as we have for the last 45 years in the Lake area. We are sorry this customer feels the way she does, but hopefully it will pass.

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