ComplaintsforA-1 Plumbing

• Initial Complaint

  04/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 4/5/2023 A 1 Plumbing sent out Brian to fix a continuous leaking of water from my bathtub hot water faucet. Brian states he could not fix the problem because he could not get a seal. States he would have to replace the valve body and in order to do that the tile and sheet rock would have to be removed first and that he could not do that I would have to get someone else to remove tile and sheet rock. And Brian states he would call ******** **** ****** to find out if the valve body would be covered under the warranty and would leave my ticket open and would call me back with whether warranty covered valve body replacement. I called someone to come take the tile out. He looked at the faucet and took the knob and seals out that the plumber had put the new seals in and found the boxes of the "repair kit" in the trash can. The seal was put in wrong on the hot side and he put it in correctly and the leaking stopped. I did not get a return phone call from A1 plumbing until 4/14/2023. Emily called to ask if I wanted to proceed with the work order. I told her that I have never heard back if the work would be covered by ***. She put me on hold and called Brian to ask. She states that the plumbing work is covered but the tile work is not. I asked if Brian was a licensed plumber, she states yes. I explained what happened and she argued with me. Told me I was only out $85. I explained that if I would have had the tile taken out and put back in the expense would have been even greater and that $85 is $85. Thank goodness I had a second opinion or I would have been out more money. I think a licensed plumber should have known how to fix and fix it properly. Emily was extremely rude and said "We will let *** know you had the plumbing fixed by a non licensed person." Unfortunately a licensed person could not fix it so I had to get someone else. Invoice number 15238. Apparently they do not know what they are doing. Water would've ran for 10 days by the time they called me back.

  Business response

  04/18/2023

  A licensed plumber went to the job site.  Work must be performed according to license and requirements by the **** warranty.  We are not able to make access as per the warranty.  Technician explained everything to the person on site while technician was at the house.  The technician also called the home owner and explained everything to her as well.  We explained the process of what needs to happen for a proper repair.  Due to the age and wear and tear of the current shower valve, a replacement was recommended into order to have a long term repair for her leak issue. In order to make a long term repair, a shower valve replacement was necessary.  Access through tile was required and that is not covered by her **** warranty.  All of this was communicated to her grandfather and to the homeowner with the instructions that when access was made to call us and we would return for the replacement of the valve - at no additional cost to the home owner.  We have to follow warranty requirements.  Her copay was paid to the warranty and is not paid directly to us.  If she would have requested a second opinion her company would have sent out a different licensed plumber, so her choice not to use her copay that was paid to the warranty is not our responsibility.  Unfortunately, all work that was completed by an unlicensed plumber voids her warranty.  If home owner did not want to make access, all the homeowner has to do is to call their warranty and request a second opinion and they will send another company.  Because this call was through a home warranty we have to follow their guidelines. 

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