Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:12/14/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I submitted a service request to ******************** (Oct 17) to fix a toilet that was leaking water from the tank into the bowl. In response, *** assigned Wicker Plumbing. Two of Wicker's techs inspected the toilet (Oct 25), determined the nature of the leak, and one said he would order the part, a flush valve. Soon after they left my house, I received two emails sent simultaneously at 7:17 pm, one from *** <***************************> "We were notified by WICKER INSTALLATION that your service request is now complete as of Tue, Oct 25, 2022. How was your service? The other email was from Wicker Plumbing <******************************> "how was your service with Wicker Plumbing? Please rate your service." I sent an email (Oct 26) to Wicker Plumbing <****************************> stating "Why are you asking for a rating of your service when it is not complete?" The reply "We do know the work is not done. There will be a second appointment once the parts arrive." I naively waited three weeks. - no word from Wicker. Then I sent an email inquiry (Nov 17) and left a phone message (Nov 21). I called again (Dec 5) and ***** answered. He said he would get back to me after checking on the status of the parts order. He never did. Why? For whatever reason, the Wicker techs considered the job undesirable. So, instead of submitting a work order to *** seeking authorization to proceed prior to ordering parts, the techs left my house and minutes later used the company's scheduling and dispatching service **************** to message *** that the work was complete. This triggered an automatic response from *** notifying me that my service request was complete. Wicker gets to decline my job, *** gets my $75 up-front service fee and I get to continue living with a leaking toilet! Desired outcome? Wicker must order the $65. part, schedule the repair soon, fix my toilet, whether Wicker is reimbursed by *** or not. I have paid the $75 service fee and that's all that I will pay.

  

  Business Response

  Date: 03/06/2023

  We have ordered the part from delta and they said they shipped the part, but we never received the part and we have made a mistake and not following up with you. We will make sure this is resolved for you asap. The part will be ordered to your home and please call us when it arrives to schedule. As we will come and install and make this right for you. Again apologize for the inconvenience.

  Customer Answer

  Date: 03/09/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I REJECT Wicker's Mar 06 response, PARTS 1), 2) and 4) and PROVISIONALLY ACCEPT PART 3).
  
  I REJECT PART 1 of Wicker's response: "We have ordered the part from delta and they said they shipped the part, but we never received the part."
  
  MY RESPONSE TO PART 1: The part was NOT ordered. How do I know? a) American Home Shield requires contractors to submit a work order seeking authorization to proceed PRIOR to ordering parts, but that work order was never submitted. Instead of submitting a work order, Wicker notified American Home Shield on the very day of the service call, Oct 25 that the work was complete. b) When parts are ordered, they are shipped DIRECTLY to the customer's house and the customer receives the tracking info.
  
  I REJECT PART 2 of Wicker's response: "We have made a mistake and not following up with you."
  
  MY RESPONSE TO PART 2: Wicker did NOT make a mistake. They did not follow up with me because they had no intention of finishing the work. How do I know? For more than four months (from Oct 26 to Mar 05), Wicker ignored a total of eight reminders that the work was not complete. 1) Oct 26 - email; 2) Nov 17 - email; 3) Nov 21 - phone message; 4) Dec 5 - phone call (talked to *****); 5) Dec 15 - BBB notification; 6) Dec 30 - BBB reminder; 7) Jan 25 - BBB reminder, Wicker acknowledges verbally; 8) Feb 24 - BBB pre-suspension notice. It wasn't until the BBB's Mar 06 suspension letter that Wicker bothered to respond to my complaint.
  
  I REJECT PART 4 of Wicker's response: "Again apologize for the inconvenience."
  
  MY RESPONSE TO PART 4: The "inconvenience" was intentional, so I do not accept the apology.
  
  I PROVISIONALLY ACCEPT PART 3 of Wicker's response. "We will make sure this is resolved for you asap. The part will be ordered to your home and please call us when it arrives to schedule. As we will come and install and make this right for you."
  
  MY PROVISIONS to acceptance of PART 3 are as follows: (a) My response to Wicker must be published in its entirety including my reasons for rejecting Parts 1,2 and 4 of Wicker's response. (b) Wicker will seek no further reimbursement from American Home Shield. c) Wicker must repair the toilet entirely at its own expense. (d) If Wicker has ordered the wrong part, they must expedite delivery of the correct part and install immediately upon its arrival at my house. (e) If any other problem with the toilet is suddenly discovered, that problem will also be repaired by Wicker, entirely at its own expense.

  

  Business Response

  Date: 03/14/2023

  That is not the case with all parts. We either reserve the right to order the part or ahs order the part. The dispatch system dispatch will automatically send you a complete work order and caused -"It" errors we get this response a lot and we are working on a fix. But this is the portal American Home shield wants us to use so we have to use it. We are sorry that you believe that we intentionally did not want to perform the job which is not the case and we look forward to getting you fix so hopefully we can ease the mind on that. We all make mistakes and we are all not perfect but it's when you admit the mistake and learn from it. I would rather do that and try to cover up a mistake any day. Again sorry for the inconvenience. On the follow up the part was order 3/6 through delta by us and we have made multiple attempts and left voicemails to update you. Please call our office so we can get you scheduled so we can resolve the plumbing replacement.

  

  Business Response

  Date: 03/23/2023

  Business Response /* (1000, 17, 2023/03/06) */ We have ordered the part from ***** and they said they shipped the part, but we never received the part and we have made a mistake and not following up with you. We will make sure this is resolved for you asap. The part will be ordered to your home and please call us when it arrives to schedule. As we will come and install and make this right for you. Again apologize for the inconvenience. Consumer Response /* (3000, 19, 2023/03/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I REJECT ******'s Mar 06 response, PARTS 1), 2) and 4) and PROVISIONALLY ACCEPT PART 3). I REJECT PART 1 of ******'s response: "We have ordered the part from delta and they said they shipped the part, but we never received the part." MY RESPONSE TO PART 1: The part was NOT ordered. How do I know? a) ******** **** ****** requires contractors to submit a work order seeking authorization to proceed PRIOR to ordering parts, but that work order was never submitted. Instead of submitting a work order, ****** notified ******** **** ****** on the very day of the service call, Oct 25 that the work was complete. b) When parts are ordered, they are shipped DIRECTLY to the customer's house and the customer receives the tracking info. I REJECT PART 2 of ******'s response: "We have made a mistake and not following up with you." MY RESPONSE TO PART 2: ****** did NOT make a mistake. They did not follow up with me because they had no intention of finishing the work. How do I know? For more than four months (from Oct 26 to Mar 05), ****** ignored a total of eight reminders that the work was not complete. 1) Oct 26 - email; 2) Nov 17 - email; 3) Nov 21 - phone message; 4) Dec 5 - phone call (talked to Kevin); 5) Dec 15 - BBB notification; 6) Dec 30 - BBB reminder; 7) Jan 25 - BBB reminder, ****** acknowledges verbally; 8) Feb 24 - BBB pre-suspension notice. It wasn't until the BBB's Mar 06 suspension letter that ****** bothered to respond to my complaint. I REJECT PART 4 of ******'s response: "Again apologize for the inconvenience." MY RESPONSE TO PART 4: The "inconvenience" was intentional, so I do not accept the apology. I PROVISIONALLY ACCEPT PART 3 of ******'s response. "We will make sure this is resolved for you asap. The part will be ordered to your home and please call us when it arrives to schedule. As we will come and install and make this right for you." MY PROVISIONS to acceptance of PART 3 are as follows: (a) My response to ****** must be published in its entirety including my reasons for rejecting Parts 1,2 and 4 of ******'s response. (b) ****** will seek no further reimbursement from ******** **** ******* c) ****** must repair the toilet entirely at its own expense. (d) If ****** has ordered the wrong part, they must expedite delivery of the correct part and install immediately upon its arrival at my house. (e) If any other problem with the toilet is suddenly discovered, that problem will also be repaired by ******, entirely at its own expense. Business Response /* (4000, 21, 2023/03/14) */ That is not the case with all parts. We either reserve the right to order the part or ahs order the part. The dispatch system dispatch will automatically send you a complete work order and caused -"It" errors we get this response a lot and we are working on a fix. But this is the portal ******** **** ****** wants us to use so we have to use it. We are sorry that you believe that we intentionally did not want to perform the job which is not the case and we look forward to getting you fix so hopefully we can ease the mind on that. We all make mistakes and we are all not perfect but it's when you admit the mistake and learn from it. I would rather do that and try to cover up a mistake any day. Again sorry for the inconvenience. On the follow up the part was order 3/6 through ***** by us and we have made multiple attempts and left voicemails to update you. Please call our office so we can get you scheduled so we can resolve the plumbing replacement.

  Customer Answer

  Date: 04/11/2023

  Consumer Response 2023-04-06

  Yes, we all make mistakes.  However, you received eight reminders that the work was not complete, so how can you claim that failing to follow up with me was a mistake? I stand by my original claim that you did not follow up with me because you had no intention of finishing the toilet repair. If the Better Business Bureau had not sent you a suspension letter on March 6, 2023, I would have never heard from you again. If indeed you made a mistake, it was assuming that you could ignore my emails and phone calls and even the BBB, and there would be no consequences.

• Initial Complaint

  Date:12/03/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The plumber charged $850.00 over what the home warranty covered say it was for upgrades, the parts were $175.00 no additional labor costs so what was the additional $675.00 for. I have requested an itemized receipt several times with no response. I feel they took advantage of my situation of no hot water for 6 days and my age. Also the water heater they installed wasn't the same btu "**** BTU LESS" than the old one. They need to reinstall the correct unit and refund the remaining amount fraudulent charge

  Customer Answer

  Date: 02/24/2023

  From: ********************* (mailto:***********************)
  Sent: Thursday, February 23, 2023 4:32 PM
  To: ********************* <******************************************>
  Subject: Re: BBB Complaint against Wicker Plumbing
  
  No, it has not. This company won't return my calls and I still haven't received the itemized bill for the $850.00 over charge
  

  

  Business Response

  Date: 03/06/2023

  Sorry that you are unhappy with the non covered areas of the American Home Shield contract. We try to explain it to customers but I cannot discuss your contract or your coverages so if you feel like you've been taken advantage of, please call American Home Shield and go over your contract with them and see what they can do to help you. We were hired outside of them so legally, we cannot talk to you about their contracts. In April 2015 the department of energy updated minimum standards for EF ratings on water heaters, gas, electric propane, and all fire water heaters.
  So the btu rating has changed since your last heater which was installed around 2010. Sorry for the confusion and we are always able negotiate also pricing in the future if we can help we will.

  Customer Answer

  Date: 03/07/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  They still haven't addressed the complaint. I want an itemized receipt for the $850.00 extra charge. Also they are passing the buck off to the home warranty company. They put a lower btu water heater in than was removed. They asr required to replace with equal or better specs not less.

• Initial Complaint

  Date:08/06/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Home warranty send them to diagnose the problem my kitchen faucets and they said they will submit work order to get kitchen faucet replace , After that I can not Contact Vendor , American home shield can not contact them either , We have no water in the kitchen which use everyday , Home warranty company can't help , I don't know what I will do , I requested send another Vendor because Wicker Installation Is very bad Plumbers .

  

  Business Response

  Date: 09/14/2022

  Business Response /* (1000, 5, 2022/08/08) */ I'm sorry that you have experienced this and we have made contact with you. We are having phone issues and we are sorry about the inconvenience and we have tried to contact everyone or have made proper messages on google and social media to keep all customers communicated too also our website has changed the number for customers to contact. We are having a technical phone error that are out of our control and we apologize.