ComplaintsforBlack Plumbing

• Initial Complaint

  06/09/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Black Plumbing Advertises 100% Satisfaction. Called: Called for small drip on cold water faucet. 11/3/22came 11/4/22. I paid by VISA asked for a statement-said they would send one. None sent. Hot water faucet not working. Called and talked to woman. She said they would call-no call 11/4/22 still no statement sent, called again and they said I would get statement. Statement came 11/7/22. Statement was $341.96 and I had understood it would be 241.96. I am 90% deaf. Called 11/9/22 no call back. Called again 11/16/22 Re: faucets not working properly. Asked to speak to Mr. Black talked to manager he said he would talk to workers and call back-no call back. Called numerous times to talk to Mr. Black and left telephone number Never called back 11/3/22-11/7/22-11/16/22-12/2/22. 12/2/22 manager called back at 4 PM. Said he would call back Monday 12/5/22 no call back. I called and manager told me it would cost me $150.00 to send someone to repair job. I told him my family had a plumbing and heating company and we never ever treated anyone that way. I am a handicap veteran and he told me he was a 100% handicap veteran. I feel this is total elderly abuse. I have a total left hip replacement. A total right shoulder replacement also spinal stenosis which is damage to my spine which cannot be repaired. Now my faucets are not working so I can't even take a shower. I can't adjust water temp. I don't have $150.00 to pay them to come and do the job right. Each time I asked to talk to Mr. Black. They said they would give my name and number. He never called back. I am 95 and I need help. ********** ******* **** ***** St. Sweetwater, TX 79556

  Business response

  06/15/2023

  Attached is our detail timeline of the repair performed. We attempted to email customer invoice at time of completion on 11/4/22 and then again on the morning of 11/7/22. Customer called in on 11/16/22 and still didn't receive the invoice so we put in the mail on 11-16-22.We repaired the faucet on 11/4/22 and it was functioning properly when we left. We strive to make every customer happy but we do not advertise 100% guaranteed satisfaction. We only provide a warranty for when we replace a faucet. We do not provide a warranty on any repair of faucets/fixtures. I have attached a copy of our invoice as well which clearly states no warranty on existing fixtures and if any further repairs are needed then additional charges will be incurred. We offered to come back out but any additional repair to this faucet or replacement of this faucet would have incurred additional costs and customer declined.

• Initial Complaint

  09/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Merchant charged an extremely high price for replacing a water heater. We have a gas leak in the house and we asked them to fix it and almost 2 weeks later we can't stay in our house bc the leak is still there. On the invoice they failed to itemize out the prices for the water heater, parts, labor, etc, and just put down a paragraph. Also they charged me for a shut off valve that I already had in my possession. They put in a wags valve, it failed 2 days later, so they took it off, bypassed where it was, and never replaced it. There was also a separate $300 + charge and they failed to provide a receipt for that and their office had no idea what I was talking about when I asked for a receipt. I filed claims with my credit card. For the original charge I stated that the original bill needed corrected and itemized and that the $300 + charge was a fraudulent charge. I spoke with one of their supervisors about all this but he failed to get back with me in a reasonable amount of time.

  Business response

  10/03/2022

  Attached is the copy of the initial service call Invoice. We charged him for our time to drive to Trent and back and time spent to diagnose the problem and provide customer with an estimate to replace the water heater. This customer approved the estimate for $2,885 to replace the water heater. Upon installation of the water heater, we had a defective wags valve. We went back out to customers house and replaced the defective part as a warranty (no charge). While replacing the defective part customer still had a gas smell in the house and our tech determined it was coming from their furnace gas flex line and we repaired that as a curtesy for the customer. 
  The charges for original invoice $340.50 were itemized for labor, drive time and mileage.
  We do not break down estimates on a per line-item charge. Customer asked for bid to replace water heater and we provided it and they approved the charges for us to begin work. I have attached a copy of the water heater replacement invoice as well.
  We provided service to customer took care of the problem they had and unfortunately, we had a defective part on our install, but we took care of that timely. 

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