ComplaintsforGenesis Plumbing Repair

• Initial Complaint

  11/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On May 9, 2023, I paid $1,325 (via check #****, deposited that same day) to Larry ****** of Genesis Plumbing for demolition and replacement of a shower pan in my home - the payment was documented via invoice 607 sent to me two days later by Genesis. The work was to be done after I had arranged/completed structural damage to walls discovered May 9 when Genesis initiated limited demolition to access existing shower pan. Upon recommendation of Mr. ******, I contacted EXO Custom Remodels LLC to address the structural damage. Mr. ****** said Genesis would replace the shower pan for which I'd just paid him after I had made necessary structural repairs. Upon consultation with EXO, I decided to contract EXO to complete the entire job, including replacement of the shower pan. That was completed by EXO and contractors of EXO's choosing and paid for by me in early June. EXO used other plumbers - not Genesis - to replace the shower pan. Since then, I have contacted Mr. ******/Genesis Plumbing Repair multiple times via text messages and phone calls (for which I have documentation) requesting refund of the cost of the shower pan replacement they didn't do, minus the cost of the limited demolition they had done on May 9. I asked for $1,000 of the $1,325 to be refunded to me. In response, I have received only vague excuses/apologies and unfulfilled promises of a refund. In my most recent phone communication with Mr. ******/Genesis (Aug. 14, 2023), he promised to get a refund to me that week. I have heard nothing from the business since that time, despite another attempt via text message (Sept. 8, 2023) asking for status of the refund. I'd be happy to answer any questions or provide the documentation I have to support my statement. Thank you for your time and consideration in this matter.

  Business response

  11/28/2023

  There was a general misunderstanding between the us, the contractor and customers, we disposed the tile to go ahead and get ready for a shower liner but the Customer informed us he wanted to go with the contractor and do cerdi board after we had taken out the tile. 
  we believe that the money we had collected was sufficient for the time we had already spent on the job 

  Customer response

  12/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  

  The $1,325 payment I made to Genesis Plumbing was for a complete job - removal of tile and old shower pan and installation of a new shower pan. 

  Removal of the old shower pan and floor tile and one row of side tile (see attached photo) - a job which took less than a half-hour - is only a small portion of that promised job, and the only thing completed.

  The business asserts $1,325 was "sufficient for the time we had already spent on the job."  But it does not include the cost off the new shower pan, supplies for its installation and time spent installing the new pan - obviously the main costs of the job, and costs the business did not incur for a job it did NOT do.

  I believe the business should refund me the cost of replacing the shower pan (a job it did not do), minus the cost of removing the old pan and the single row or tile.

  Regards,

  Shannon ********
  

  
  
   

  
  

  Business response

  12/13/2023

  It was more then a hours time to remove and prep for new shower pan, no communication between the contractor, genesis plumbing repair LLC or the customer that the shower pan was turning into a foam base board until the work was done, it was an inconvenience to us to wait for a response, we feel it was adequate for the price stated up for not just the job but the waste of time 

  Customer response

  12/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  

  It is clear Genesis Plumbing has no intention of refunding any of the $1,325 I paid them seven months ago for a job they did not do.

  The business claims it deserves to keep the entire $1,325 because of "inconvenience" and "wasted time."  What "inconvenience?" What "wasted time?" 

  After I pre-paid for the shower pan replacement, the business never contacted me and certainly never spent a second of time or money on the project. Perhaps the "inconvenience"  and "wasted time" they claim refers to lost sleep from a guilty conscious associated with the knowledge they were keeping money they didn't earn.

  Unless the business offers to refund a substantial portion of the $1,325, this issue is at an impasse. And I request Better Business Bureau maintain this complaint as "unresolved" in its records.
  
  Regards,

  Shannon ********

  
  
  
   

  
  

  Business response

  01/15/2024

  Time it took to remove what was necessary to demo your shower was 90% percent of the cost. We can gladly offer other any other services plumbing wise free of charge under 1500 in time and labor 

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