ComplaintsforJ & J Plumbing & Heating, LLC

• Initial Complaint

  05/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  On 2/28/23 a J&J Plumbing and Heating LLC crew installed a double wall oven purchased at Freds Appliance. ***** recommended J&J.After the installers left, we saw damage in front of the ovens: rub marks and deep scratches, some about four feet long. I called J&J and emailed photos. They set up an appointment for ************************* to come examine the damage.Upon seeing the floor on 3/3/23 ****** acknowledged and took responsibility for the damage, saying they would have it fixed. He said his installer acknowledged not using a skid pad and, instead, slid the oven across the floor against company policy. ****** gave us contact information for one of his floor guys, said to call them, have them fix it, and they would *************The flooring company had their hardwood floor expert examine the damage. The specialist determined the area could not be spot-repaired to the point that the scratched area would not stand out from the surrounding floor. He said the entire floor would need to be sanded and refinished. The next time I spoke to the flooring company owner, he said he couldnt help us anymore and we would have to work directly with J&J to remedy the issue.I have since called J&J asking for ****** numerous times; he has yet to return my calls. When trying to reach him, the people answering were familiar with the issue and told me, several times, I will give him the message and leave a note on his desk. On 4/25/23 I sent ****** a certified letter, reviewing the situation, and have yet to hear anything from ****** or anyone at J&J.We have since had two other floor companies examine the damage. Both came to the same assessment: due to deep, cross-grain scratches, the whole *********** sanding/refinishing to avoid seeing the scratches or an obvious contrast between the repair and the rest of the floor.*********************** said his company would pay to have the floor fixed to our satisfaction; instead, he has not only reneged on that promise, but has ghosted us.

  Business response

  05/08/2023

  We just received the certified mail today. We are willing to pay for the minor scratch on the floor. However, we are not willing to pay for the entire floor to be redone. The company we asked to look at it told ** they could fix the scratches but then when they went out to "assess" the flooring said that they had to redo the whole floor.

  As I said we are more than willing to fix the scratches, but don't believe we should buy them a whole new kitchen floor.

   

  Customer response

  05/09/2023

   
  Complaint: 20027135
  
  I am rejecting this response because:
  

  With regard to the certified letter, we have a receipt from the *********** showing it was delivered to and accepted by J&J at 9:56AM on April 27th, not May 8th.  This claim also ignores the fact that multiple phone calls made to ******, between April 13th and 24th, were not returned.  We heard from them again only after our BBB complaint was delivered.  They replied to our complaint and left a message saying they would have their fix-it guy contact us to take a look at our floor.  One can understand if we are a little wary about having them send someone else to our home because they werent happy with the assessment of the flooring company THEY recommended for the repair.
  
  We would be happy to have just the scratched area fixed, if it could be done with a satisfactory result.  We have the professional opinions of three experienced hardwood floor companiesthe only ones we contacted, including the one J&J recommended, that the marred area cannot be simply spot-fixed.  That area of the floor would not blend with the surrounding floor.  These companies can and do perform spot repairs,and we believe them when they say these particular scratches require sanding and refinishing of the whole floor.
  
  Whether J&J believes they should not pay for a more extensive fix is immaterial.  They damaged our floor in such a way that the entire *********** to be refinished in order to restore it to a satisfactory state.  The damage was the result of admitted negligence on the part of J&J and it is unfortunate that it requires a costly repair. 
  
  We are not excited to have our floor refinished but,if that is what a satisfactory remedy requires, so be it.  This will be a significant disruption and inconvenience involving moving/ covering furnishings, relocating for 3-5 days with a pet, and performing a deep clean of the dust from sanding, afterwards.

  Sincerely,
  
  *************

  Business response

  05/22/2023

  ***** is going out tomorrow to see if he can fix the flooring. Then we will give him a call and see what the outcome is going to be.

  Customer response

  05/24/2023

   
  Complaint: 20027135
  
  ********************* of ***** Construction visited our home on May 23rd.  He came with the expectation that he could "steam out the dents in the floor.  Upon examining the scratches, ***** said they were too deep and that they could not be fixed without sanding the area down and refinishing it.  He added that limiting the sanding and refinishing to only the damaged area would make it stand outit would not blend with the surrounding floorand that would not be a satisfactory solution.  We now have agreement from five hardwood floor professionalstwo of which were referred by J&Jthat this damage requires a more extensive remedy than a spot repair.  We would like to get this situation resolved promptly.
  

  Sincerely,
  *************

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