ComplaintsforJay Young Plumbing, Heating/ac LLP

• Initial Complaint

  08/26/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hired Jay ***** to connect a fridge to an existing water line. Was charged $95 and paid at the time services were provided. The next day house was flooded due to job not being performed correctly. The receipt showed paid and "checked for leaks". Plumber returned to fix their mistake and billed an additional $375.88 to fix their mistake. I was told by the technician this was covered in the initial $95 as the leak was caused by their job. Attempted to speak with owner but he refused to speak to me. Owner filed a mechanics lien and never informed me. I was forced to pay the additional $375.88 plus a $25 admin. fee to remove the lien (8/16/21). The additional charges are invalid as the initial job as advertised and promoted as having warranty/guarantee that it was completed properly.

  Business response

  10/15/2021

  Business Response /* (1000, 8, 2021/09/10) */ Our Plumber was dispatched out to the customers home on Dec.23rd, 2019; to run a line for the ice maker on fridge. The next day, the customer called our answering service(after hours), and stated that there was water in the closet. Our Plumber contacted her promptly to let her know he would arrive shortly to check out the situation. The customer left as soon as The Plumber arrived, but her brother was present while Plumber was there. The Plumber researched all aspects and found that the the copper lines were leaking inside the concrete slab. This is due to the age of the home and had NOTHING to do with the work performed previously. The Plumber explained to the brother that we could schedule to come back and re-route the water lines over into the attic, which is not a small task. The brother was fully aware that these were 2 completely different issues going on, and that coming back would obviously be billed accordingly. The customer nor the brother were ever told that any of the additional work would be included in the $95.00. The customer contacted us again on Jan. 8, 2020 to request to be scheduled to have the lines re-routed. We scheduled a Plumber to service her request. The job was completed by the Plumber. The invoice was billed out at our hourly rate in which the customer was told this at time of scheduling. After numerous attempts to collect (including sending a letter to her stating everything that is being stated here). We sent multiple past due notices including a final certified letter stating that a lien would be filed on the property if payment were not received by the deadline. Lien was filed on 05-19-2020 for non-payment. We are not aware of any time that this customer attempted to speak with the owner. When the Lien served as "Forced Payment" to us ( due to the sale of her property) this is when she decided to write negative reviews and make a complaint to the BBB in retaliation of being forced to pay her bill. We do regret that it came to this, however, we are a reputable Company and we value our customers. Consumer Response /* (3000, 11, 2021/09/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response provided by the business is inaccurate. When the original line was ran from the ice maker to the fridge, the work was not properly completed. I paid the invoice and was insured that the job had warranty. This was also reflected in the paid invoice as it stated "checked for leaks". When the plumber returned the following day to my flooded bedroom and closet on 12/24 he assured me that the problem would be "taken care of" and apologized for their mistake several times. The fact that I had a flight scheduled on Christmas Eve (12/24) has absolutely nothing to do with this complaint or horrible service. There were no issues with my home. The EXISITING ice maker line was NOT leaking nor was I experiencing any issues before Jay ***** Plumbing completed their terrible work on 12/23. I reached out several times to the plumber. Jay *****, and Jay *****'s wife. Jay ***** refused to speak to me or his employee regarding the situation. Jay ***** even hung up on his employee and me. My compliant is the first service provided on 12/23 was advertised and reflected on the invoice to have guarantee. Again my home age is irrelevant as there were NO leaks or issues prior to Jay *****'s staff completing the initial call. All charges after the initial $95 are invalid and should be refunded. Business Response /* (4000, 13, 2021/09/21) */ The customer refuses to accept that the response is 100% accurate. The Plumber did check for leaks in regards to the work he had completed. There were no leaks in regards to the line that he ran for the ice maker. Again, the leak was found to be the copper lines in the slab. A completely different issue. The brother (who was left with Plumber) was fully aware of this. Customer was not present when the issue of the copper lines leaking in the slab were being discussed. This customer has take retaliative measures in order to get work done for free, even though she was told upon scheduling that there would be a charge for coming out and doing the additional job. The customer was not charged anything for the trip made back to her home on Dec. 24th, to only discover this was a completely different issue. Normally, this would be billed over-time charges for the holiday, but she was charged nothing. For us, this is not about the small amount of money that was charged for a difficult job, rather, it is about the principle of the matter and the truth of it all and the fact that she was perfectly happy and unscathed until she was forced to pay her bill. The small amount of money that was charged for the work done stands valid and a refund is not warranted nor justified.

*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. ↩