ComplaintsforLoyal Plumbing

• Initial Complaint

  06/23/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I feel this company preys upon the less knowledgeable folks in the ***** **** area. They mask their subpar work with fantastic customer service and friendliness. They use "straightforward pricing" which means they charge by the job so for example regardless of what kind of leak you have they will charge you the same exact price they charge everyone else. That could be a lot or it could be a little. With the price I paid, I expected my installation to look immaculate. they talked like they knew what they were doing. I was severely disappointed. At the time of writing this, they have yet to give me the information or source of what they base their services on. They charge me over 2000 dollars for about 5 hours of work for one plumber. He installed maybe 20 feet of pex and a dozen fittings and valves. It looks horrible. Most of the new lines aren't even straight or have supports installed! The water filter tanks themselves are unsecured and can be knocked over by bumping into them bringing down the entire system along with it and probably my water heater as well. I did the math, and I estimated in their favor, that they may have used 200 dollars in fittings and 100 dollars in pex (pex is about .40 to 2 dollars a foot on average). I provided the filtration system. Even if they charged me 1000 dollars for the material (which there is absolutely no way they can justify having spent over even 500 dollars on materials let alone 1000, I'll never know because they can't give me a detailed invoice) they used that would leave over 1000 dollars for labor fees which breaks down to over 200 dollars an hour. A quick Google can tell you that the national average is between 45$ and 200$ an hour. I paid over 200 dollars and probably closer to 300 dollars an hour in SOUTH DAKOTA. Here is a breakdown of my bill as far as they will go for the installation cost Sediment filter $171 Water softener $971 MINOR pex pipe repair $256 Dispatch fee $99 Carbon filter $535 UV filter $341

  

  Business response

  07/07/2023

  Dear Loyal Customer,
  We're very sorry that you're dissatisfied with the quality of our work on your water softener system. We received the complaint you filed with our office and sent a technician out to re-pipe the system. Since then we have contacted you and discussed the initial issues with our work, the experience you had with our technicians, and the status of your water softener system after all work has been done. We have reviewed the work and determined that the level of service you initially received was not to the Loyal Plumbing standard, but have rectified this and left you with a system that we are proud of and that you have agreed is satisfactory.

  Seeing as the issue with the quality of work is resolved, we will provide no further service to your system unless a new issue with your system is found. Secondly, we recognize the extra time and effort you have spent to get this issue resolved and we are issuing you a 50% refund on your purchase as we agreed to on the phone. This will be refunded to the same card you used for payment. We hope that this settles the matter completely.
  
  We thank you for your respectful demeanor and the value you place on high quality work. We hope that we have proven to hold that same value and look forward to serving you again should you choose to call on us for any future plumbing needs you may have.

  
  Respectfully,

  ******* *******

  Operations Assistant Manager
  Loyal Plumbing, LLC
  **** ***** *** ***** ***** ** ***** ***** ********

   

  Customer response

  07/12/2023

   
  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.
  
  Sincerely,
  
  Jared Harrison

• Initial Complaint

  04/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The business charges $** dollars fee for a home visit but they never mentioned in the phone call that there is a fee for that visit. We were only told when they came that there is a fee to it. We refused to pay it but the business insisted their charge and threatened us that they will send this to collections if we don’t pay. The business also bullied me over the phone saying that I’d like to get someone who does not pass the drug test to do the plumbing. I have never encountered something like this it is totally unacceptable.

  

  Business response

  04/21/2023

  The $** fee is standard for our business, for us to get a certified, background tested, drug tested technician onsite. We listened to the recorded call and after the fact realized this wasn't mentioned. It is our standard the advise all customers of this before booking any service call. We will cancel the $** charge for this customer and will not send the customer to collections. 

  After listening to the call, my service manager explained that's what the $** fee is for, to ensure we have certified, background checked, and drug tested service techs. She did no such bullying to the customer. The customer stated, she didn't want any of that.

*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. ↩