Complaints

• Initial Complaint

  11/29/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I received a quote from H2flow plumbing to add plumbing lines and install a hot water heater for a beautician sink and pedicure chair the quote was discussed and agreed upon. The plumber (Phillip W*****) came over on 11/28/23 put holes in my walls instead of running plumbing through the walls as discussed was going to leave pipes all exposed. This was of concern due to it possibly freezing, My stepfather came by and was concerned with the plumbing as well (Philip had left to pick up his child) and he advised me to call the City to see if they could inspect it and confirm it was ok to be exposed. I called the City and they informed me they could not inspect because a permit had not been pulled. My step father did talk to Philip when he returned and he stated the work was what was agreed upon, when my stepfather asked for a copy of the quote, Philip emailed a quote that was identical in the job number but added in that the pipes would be run outside of the wall, which is not what was on the original agreed upon quote. When asked about a permit, Philip stated that he did not pull one and he assumed we did, never discussed for us to pull a permit, nor is that our responsibility. He then stated he would stop working immediately. He left my daughter very upset, a spa without any water and a job incomplete as well as a huge mess. Mr Philip then proceeded to text copies of emails that said the pipes would be run down the wall, which is what we discussed with down the wall being inside the wall, not on the outside. You can see below the two different quotes and two different dates.

  Business response

  11/29/2023

  We were hired to connect a pedicure tub and shampoo bowl. We performed exactly what we quoted and even confirmed what we were doing the day prior. I had assumed since multiple trades were going to be involved in this project, the business owner or owner of the building would have pulled the permit. No one asked us to pull a permit or if we could. Also the majority of the exposed piping would be covered up with the shampoo bowl vanity which we verbally confirmed was fine multiple time. The job site was left in a mess and the water is off because we were instructed to stop work immediately so this issue could be discussed. I have attempted to make arrangements to meet Friday with no confirmation or refutations. 

  Customer response

  11/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  [To assist us in bringing this matter to a close, Please let us know below why you are rejecting the offer made by the business
  The issue is not resolved codes stated it was the Plumbers responsibility to pull a permit not mine. When stated to the wall the plumber was shown during the quote exactly what was wanted to go through the back room, he instead ran a line all the way from the bathroom,not agreed upon. Pipes  will not be covered as you can see in the pictures. Pipes exposed could freeze also. There is a cease and stop work  order from the city as well due to the permit not being pulled by the plumber. I have replied and told the plumber these issues and his response is ill come Friday..that does fix the 2 quotes different bir the non permit nor the work not agreed upon 

  Regards,
  
  ***** ****

  Business response

  11/30/2023

  I apologize if the work wasn’t what was expected, but I’m. not sure how I could have been any more clear when you had asked if the pipes were going to the floor or down the wall. Also, at anytime within the 6 hours of working, I could have been stopped at any point and we could have had a discussion on what you were unhappy with. Especially since one of the first things that was done was the drain line ran down the exterior of the wall. If you do find someone who can run a 1.5” pvc drain in a Sheetrock wall which is 1 1/8” thick I request to be present so I can learn. The job would have been complete within another 2 hours of work and the water would have been restored. Instead we were told to stop with just a few more feet of water line to run. Also, when I am told to stop working, I stop and clean my tools up then leave. It’s really odd sitting somewhere after being told to stop working, but have the person with me who’s been watching the work the entire time apologize multiple times. I also feel I should apologize for assuming the building owner was pulling a permit since multiple trades would be involved with installing the water heater. No one asked me to pull a permit or even mentioned a permit. The only questions I was asked were about my insurance and license which I think I accommodated extremely quickly due to being a holiday weekend. 
  
  
  
  With that being said, I am going to assume I am no longer allowed to come back to finish the job since it wasn’t up to your plumbing standards. So, if you have any further questions please let me know.

  Customer response

  11/30/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  [To assist us in bringing this matter to a close, Please let us know below why you are rejecting the offer made by the business.]  The business is not accurately stating what happened.  The permit was not pulled NOT my responsibility to pull, as for multiple renovations.. NONE Happening besides the plumbing to add a chair and sin which he was to complete.  The biggest issues are the LIES.  The plumber sent me a quote then my step dad a different one adding the changes he did.  I have submitted those to you.  The plumber was told to go through the back room, instead he went through the bathroom and pipe is running down the whole wall on the outside looking awful for my spa.  I also cant get it inspected to see if it even passes code because he did not pull a permit.  The plumber needs to acknowledge his wrong doings instead of making excuses.
  
  Regards,
  
  ***** ****

  Business response

  12/19/2023

  Pictures of evidence 

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