ComplaintsforEdmond's Coastal Plumbing LLC

• Initial Complaint

  02/28/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Edmonds started a job for ** in March 2021. They invoiced for payment in full for $1,353.10 on 3-10-21 . After many problems with the whole home generator, on 01/02/24 the gas provider deemed that the home was not receiving proper pressure at the regulator installed. We reviewed the receipt from 03/2021 discovering one of 2 regulators was not present and contacted Edmonds via email and phone. On 01/12/24 ****** the owner assessed and estimated $900 to fix citing he didn't know about the generator. We reviewed emails from the project and permit process and confirmed that they were made aware of the appliance specifications. The municipality permits **** was also in the email thread. Edmonds also claims they were not called back to 'complete the job' after the pool was built but invoiced in full with no written notice or contact that the job was incomplete. We were not home when the project was being worked on to have known this either. We have repeatedly tried to get Edmonds to complete the job and offered a reduced scope of work due to third parties not wanting to assist with the cost of the generator not having the correct fuel line. The owner's wife ****** and office employee *********************** keep making excuses as to why this paid job is not being remedied. They want more money for their mistake and because we're not "contracted" customer, we are not a priority. This is a safety concern due to the generator's lack of proper pressure. Failed start *** can damage the unit. We now have a bid for a different plumber who wants to charge nearly the same cost that ******** charged in 2021 to install the regulators and calibrate the proper pressure into the home and the appliances. Edmonds advised the regulators at the time of his estimate in addition to the new gas line we needed so he needs to get this job completed at no additional cost. It's not fair nor reasonable that we should have any additional expense due to Edmonds claiming there was a miscommunication.

  Business response

  03/08/2024

  In January ************** contacted us about the regulator that was not installed.    The original work (installation of regulator & gas line for meter move)  was completed 3 years ago this month.  At that time the pool was not completed, and they were told to let us know when it was so that we could give them a price to install the gas line for the pool heater. We knew the regulator for the pool heater would be needed and that is why it was included.   We were unaware of the pool and generator issues until January 2024 when ************** called about the regulator.   In January **************** was on site with ************* and said he could install the regulator that day.  **************** explained to ************** that the ************* installed and connected the generator wrong.  Therefore, he gave him a price to correct the work for the gas to the pool heater and the generator.  ************** wanted to speak with his wife and said they would get back with us because she was going to try to get someone else involved to pay for the additional work that was needed.    ************* asked if we could install it on Feb 27th and was told that we would try but could not guarantee it. Due to the current workload, it was explained to her that she would be worked in when someone frees up to take care of it for her.  On Feb 28th ************** called and asked if they were on the schedule.  We explained that they were in que.   As far as the disputed amount of $1,353.10  everything  pertaining to that amount was completed in 2021 except for 1 regulator that was waiting for the pool work to be completed and pricing for the gas line to the pool heater.  We are willing to correct the issues with the generator and the pool heater, however, this was not caused by us and is a separate charge.  ************** has been very patient, and we appreciate that.  At this point, we are still willing to go and install the regulator and make the corrections that are needed.  We are not charging for the regulator that has already been paid, only the corrections if they want us to complete that work.

  Customer response

  03/11/2024

  Complaint: 21359547
  
  I am rejecting this response because:
  

  Your business has had a significant role in the issues with the generator and pool functions due to the water column(W.C.) pressure the regulator being set to 7 inches. It is not unusual for our homes basic appliances to run at the same time which is why I provided all of these specifics at the time of the jobs bidding. You knew have a high BTU gas stove, our gas furnace, and run an on demand tankless water heater for laundry, showering etc. The minimum W.C. for any two of the three appliances I listed max out the setting you put to our home, thus the generator - that was disclosed prior to the job bid, was not able to come on properly.  There simply was no reason for everything that led up to this complaint to have occurred. These are things that a seasoned Master plumber should know. 
  
  Today, the plumber we hired measured the pressure at the regulator prior to starting work. While this may be common unit of measure for other homes, our homes unique demands resulted in devices running longer than necessary thus increasing our natural gas consumption as well. 
  
  I am not sure why you insist that communication to finish the job occurred because I was not home and we already solicited our cell phone records to substantiate this claim. That however did not stop yall from invoicing in full for an incomplete job and any customer would assume payment in full means completed work.
  
  We are not soliciting a refund of the full contracted amount of $1,353.10. As y'all knew, we were attempting to secure funds we needed from third parties to cover this job. Since we had to hire someone else to do what you could not fit into your business schedule and "employee drama" as you stated, your services are no longer needed.
  
  We invested so much time in waiting for this to be done to protect our equipment and ensure we have our home up and running in a safe manner. We have been customers of ********************** who have always paid our invoices without issue and it is a shame that you could not make the ethical decision to expedite service to correct this error but instead you chose to blame us and ***** whom you claim did not charge the labor rate for the regulators and openly admitted that Mr. ********************** is just all over the state and then some performing services instead of taking care of his customers in the community he claims to serve. You also made us feel like the money we paid was just that and we were not a customer whose business was appreciated to. 
  
  Just pay us back our $140 for the regulator you never installed. We will accept a business check or electronic funds through PayPal to the email that we have been using to correspond with you all this time. 

  Regards,
  

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

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