Complaintsfor2 Sons Plumbing

• Initial Complaint

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 29, 2024, I was given an estimate verbally for Four thousand, five hundred eighty-five dollars ($4585.00) which was to be paid when the job was completed. I did not get a breakdown of the estimate, nor a breakdown on the final invoice.After the water heater was looked at and determined that it was older than 10 years, the repairman (*******) had to drive to **** to get a new water heater. After he returned, I asked him about the estimate. I stated that three years ago on April 27, 2021, at a similar home we have, located on the same property, we had the exact same water heater replaced. Its location and placement matched the exact same as the current water heater. It cost $1939.00 to replace at that time. All work done at both homes was done by 2 Sons Plumbing and by the same plumber. I said that my hands were tied and that the work had to be done but asked why the huge price difference in just three years. He held up his hands and said that was a question for the office. I called the office and explained the issue with the price difference and just want to understand why. I walked back to ******* only to find him on the phone with ***** who was supposed to call me back. ******* said the reason for the price increase was because of COVID and that during COVID the price of metals skyrocketed. I disagreed with that excuse. During COVID in April 2021 prices were affected and the cost was $1939.00 for the same job. Your company had trouble finding an available water heater at that time. I pulled out my phone and showed him a local company, ******** Plumbing supply with the same model water heater for $1113.00 my cost, and you probably get it cheaper. He gave no response. If I break down the costs, $4585.00 minus the cost of the water heater at my rate of $1113.00 and sales tax of $386.00 leaves the cost of labor at $3100.00. Please help me to understand why the bill has increased 230 percent when the exact same work was performed.

  Business response

  08/14/2024

  To whom it may concern,

  The homeowner was provided a detailed estimate PRIOR to any work being done. It was explained to him what our scope of work was, exactly what was involved and exactly what was included in that scope of work. He was fully aware of the situation and the fact we were a flat rate company, not hourly, therefore it is a fixed cost based on the scope of work involved not the time that it takes. This is the same exact structure that our pricing was based on with our previous visits to his home. 

  In regards to the cost increase, yes our pricing, as well as every other plumbing company in this area, has increased costs over the last 3 years. It is 100% true that the cost of materials greatly increased thru COVID and all businesses had to adjust their pricing accordingly, that included but was not limited to water heater replacements of all types/sizes. 

  We presented him with an estimate, that he approved and signed, prior to any work being performed. If he felt that the estimate provided was more than he was expecting then he very easily could have continued to call other companies out for estimates. At that time he would have realized that our pricing structure, as well as the estimate provided, were fair and accurate. He was the one who made the choice to agree to the estimate, sign for his approval, have the work performed as per the estimate, then sign again stating everything was done to his satisfactory completion while paying in full. 

  While we are sad to hear that he is upset, there is nothing that we could have done. His expectation to pay the exact same cost as 3 years ago was unreasonable and unrealistic. We do thank him for the business and hope that he is able to find someone who can meet those expectations in the future. 

  Thank you for your time. 

  Customer response

  08/16/2024

   
  Complaint: 22139120
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

   

  The response from 2 Sons Plumbing was reasonable in its presentation but unrealistic in fact. For example, they stated The homeowner was provided a detailed estimate PRIOR to any work being done. It was explained to him what our scope of work was, exactly what was involved and exactly what was included in that scope of work..  In fact, I wasnt shown anything on paper or on the tablet that *******, the plumber, was using except for two places that I needed to sign to have the work done.  I even went so far as calling the company requesting that someone explain the high cost to me. No one returned my call. A message was given to ******* to tell me the price increase was due to COVID. I signed knowing the price tag but stated to ******* that they had me in a tough spot since the Landlord/Tenant laws only give me three days to repair such items and they arrived on day three. The ONLY discussion prior to work beginning and regarding work to be done was that the water heater was "old, it needed to be replaced".  
  
  As regards to the final invoice that was attached to this complaint, it also does not reflect a breakdown of costs as described by the business owner. I have attached copies of ALL written or electronic communication and costs that were given to me.
  
  Lastly, regarding cost increases during COVID is understandable to a reasonable degree. Prices of many things did increase somewhat. However, I find discrepancy in the fact that the last water heater that I had replaced by this same company, same plumber, exact same size, in an identical setting ALSO occurred in the MIDDLE of COVID (2021). That job cost $1939 installed. It is difficult to conceive how 2 Sons Plumbing purchase cost is so much higher than that of ******** Plumbing of Tacoma, which offers the same brand and model as the heater installed for $1113.00 currently?
  
  As I stated prior, I am not upset but am just trying to understand how doing the exact same job of replacing a water heater that is in the exact same location in another house 400 feet away has a cost increase of 230 percent in such a short time frame. I understand the price of the water heater itself has increased some in three years. But it can be purchased from a local company for $1113 dollars plus tax, thus making the cost of installation exorbitant. It would be helpful to understand the breakdown of costs that I paid by providing me with a well-defined and broken-down invoice since I wasnt given an estimate or invoice that explains them. This is simply good customer service to a customer that has paid up front and on time in each instance.
  Thank you for your time.

  Business response

  08/26/2024

  To whom it may concern,

  While we are sorry to heat that ******************** is not satisfied we will not be able to resolve his issue and provide him with the info he is asking for.

  When he was presented with the estimate (which we have attached) he was explained that we are a flat rate company, not hourly. Therefore the items on the presented estimate were not going to be broken down into parts & labor, the item was listed as 1 price on the estimate and included all necessary items to perform the scope of work per the estimate. All of this was directly communicated from our technician to ********************. He signed and agreed to those terms prior to any work being done at the residence. As you will be able to see, nothing changed from the estimate provided prior to the final invoice that was also signed after completion. 

  Thank you for your time.

   

• Initial Complaint

  02/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Feb. 3, 2023, we had 2 Sons install new wax ring and ****** on toilet, then reset toilet (by ****). It was supposed to have 1 year parts and labor warranty. Their plumber mentioned moisture around toilet and said to have that taken care of and then he'd return. He never said it had to be in one month, just 1 year parts and labor. 2 Sons referred us to ******************* to handle it. When 24/7 came, and removed the toilet, they said wax seal was broken and ****** was bent. They also said it was NOT the correct ****** to install. After that, I had 2 Sons come back out with a different plumber (Chase), on Jan. 30, ****. As soon as he saw the ******, he told me it was not the right part and should have never been installed. When I mentioned it was still under warranty, 2 Sons denied the warranty. Their plumber then told me that he would reinstall the SAME bad ****** and charge me another $407.00. This was after he just told me it was the wrong part and should not have been installed. I told 2 Sons that their own plumber said they installed the wrong part, and they should honor the warranty, they never replied. I also told them that ******************* (who they referred themselves) said the ****** was incorrect and was not a permanent ******. We are extremely unhappy with this company and will never use again. We just saw a lot of complaints on NextDoor about 2 Sons Plumbing. Very unethical company.

  Business response

  02/08/2024

  We are aware of ******************** concerns about the service provided. We have reached out both by phone and email on 2/6/24 in an attempt to resolve this matter. We are more than willing to come out and do what we need to in order to make things right with her. We are currently waiting for her to respond to us and allow us the opportunity to resolve the issue. It is important to us that we are able to take care of her. Our plumbing manager has already ordered the parts needed and we are able/willing to come out at no additional cost to get her taken care of.

  Thank you for your time.

   

  Customer response

  02/08/2024

   
  Complaint: 21267494
  
  I am rejecting this response because:

   

  I never received a phone call, text or email from 2 Sons Plumbing. I just double checked. No phone message or email from them. I checked spam folder, too. No message from them regarding this issue. When I did speak with them on the phone on Jan. 30, they were not offering to help in any way and refused to honor warranty, after they put in the wrong ******.
  
  Sincerely,
  
  ***************************

  Customer response

  02/09/2024

  Since I never heard back from 2 Sons Plumbing after they denied the warranty, I had to hire another plumber and pay $1,518.51 to fix the problem that they refused to do. Invoice attached from The Supple Plumber.

  I want to be reimbursed for this, as 2 Sons should have done this to begin with. I never received any emails or phone calls from them, saying they would come back and do the work for no extra charge. They also refused when I spoke with them on the phone.
  

  Business response

  02/09/2024

  We attempted to address the issue immediately after being made aware that she was not satisfied with the visit. There was no denial of an attempt to find a resolution on our end. There was no response from the homeowner and no attempt from them at calling back to allow us the opportunity to make things right. Had she called us back we again were prepared to do whatever was necessary, at no additional costs, to resolve the issue. If she has already hired another company to resolve the issue then unfortunately there may not be a common ground found. The work that was performed onsite resulted in a return visit, at no additional costs, under our warranty. I am sorry that she is not satisfied with the services provided and felt the need to go with another company, however, we have made every attempt possible to take care of her. 

  Customer response

  02/09/2024

  Their last response is COMPLETELY UNTRUE. They told me repeatedly on Jan. 30, that they were not going to fix the problem and that they would not honor the warranty. I spoke with several people on the phone, a man, a woman, and then the plumber. That is why I contacted another plumber who told me that the ****** they installed was wrong. I've attached the two invoices they sent me on Jan. 30 that prove they had no intention of doing work for no additional charge. If they were offering to do it for free, why would they then send me these invoices? THEY NEVER CONTACTED ME, offering to repair work for no additional charges. They are lying. They also mentioned on Jan. 30, that the cast iron pipe should be replaced, but never once mentioned that on their initial visit on Feb. 3, 2023. Their invoice is attached for $3,435.84. 2 Sons is a very unethical, unprofessional company, that overcharges and won't honor their warranty.

  I see that they have other BBB complaints and also numerous complaints on NextDoor. I will make sure to write ************ and NextDoor reviews, telling of my bad experience with them.
  

  I want a refund from their initial work on Feb. 3, 2023, since their work proved to be unprofessional by installing the wrong ****** as admitted by their own plumber, Chase.
  

  Customer response

  02/12/2024

  The business LIED. They never contacted me and offered to repair at no cost. I want to make that very clear. They must have known that BBB would do nothing when they blatantly lied with their response. They've had numerous complaints, so are probably aware that they can get away with lying, and pretending that they made me an offer to honor their warranty. They DID NOT. They were adamant that they were NOT going to honor the warranty, then lied to BBB. Extremely unethical company. BBB appears to be worthless as well. What is the purpose of filing a complaint when the offending party is dishonest?

• Initial Complaint

  12/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We had pipe leaking recently and hired 2sons plumbing to fix it. After LineScape (whom is recommended by 2sons ) determined the leaking location, 2sons plumbing came and the technician gave an estimate of $3300.34 on Nov 22, 2023. The estimate said they would excavate up to 4'x4'x3'.2sons plumbing technician did speak to LineScape before providing the estimate but he intentionally put 3' deep although LineScape had told him they detected the leaking depth is around 4' . I had thought leaking is around 3' deep when receiving the estimate since they two exchanged communications. When receiving the estimate, I did ask 2sons plumbing what if the leak is more than 3' . 2sons technician told me they would not charge additional if variance is not big.On Nov 23, 2sons plumbing employee came and after dug about 2 feet deep, they didn't find the pipe and asked us to pay half of the estimate before leaving. On Nov 27 another person came to continue digging and left with the deepest point is 45" deep.On Nov ********************************************************************************************************** to asking LineScape to come back to redetect.On Nov 29 LineScape came and found the leaking is in the previously detected location but just slightly left (instead of in the center). Then 2sons plumbing technician called me with 2 options:1. I need pay additional $960 + tax if the leaking is in the exact detected location. Otherwise, they'll charge $960+tax for each cubic feet.2. Do re-pipe for $13K. He claimed the re-pipe is the most cost effective per feet and he highly recommended.We couldn't agree on the price and decided not to proceed: I do not need pay any more and they do not need do additional work.However, they did come to our property without permission and backfilled the hole.2sons plumbing intentionally gave an estimate so we can reach the deal. They know they definitely can charge more from us (they know it is 4' deep but give estimate based on 3') from the beginning. They also tried to convince us to go with the re-pipe option by repeatedly questioning the leaking location. They probably thought when facing the cost uncertainty ( charge $960 for each cubic feet), we may become scary and then accepted their re-pipe recommendation. I had 2-3 calls with the 2sons plumbing owner. I told agree with the other complaint: he was disrespectful and aggressive.In the end, we paid $1650 to them with nothing accomplished. But I am glad we rejected their re-pipe recommendation.

  Business response

  01/10/2024

  To whom it may concern,

  We had done everything possible in an attempt to help this customer with their water leak issue, We originally arrived onsite to a leak located outside of the home. We recommended that the customer reach out to a 3rd party leak detection company in order to locate the leak. Once the homeowner had the leak detected and marked we arrived back onsite and provided the customer with an estimate to excavate the located area and repair the line. The details of the approved estimate included that we would excavate an 4'x4'x3' hole to reveal the problem area. After excavating to that point we were made aware that the pipe was not in that excavated area. At that point we made the homeowner aware that they would need to have the 3rd party out again to verify location/depth so we did not continue to excavate in an area that was not needed resulting in additional unnecessary charges. We continued to move forward with the homeowner attempting to resolve the leak issue. After multiple trips from the 3rd party and ourselves, at no additional costs, it was determined that the pipe was in the located area but deeper than 3' in depth that was quoted. We then proceeded to provide an estimate for additional costs needed to the hole now being over 4' in depth. That estimate was HEAVILY discounted and did not include charges for shoring that would be needed due to state requirements solely based on depth. We had multiple conversations with the homeowner and made every attempt to resolve the problem, however the customer did not want to pay the additional amount quoted even though it was at a discounted rate. 

  After the homeowner had decided that they were not willing to pay the additional amount needed to reveal the water line we worked with them to make it right. There was 1 last attempt made to work with them, in that conversation we made them aware that we did not charge them for any pipe repair, as we did not perform that task, and then cut our excavation costs in half. They were also informed at that time that we would be onsite and would be backfilling the hole that was excavated as we were responsible and liable for it. 

  Our only intent was to try and help the homeowner resolve their issue. Unfortunately they believe that we should have left the excavated hole open so they could have other companies/contractors come out at a discounted price to start were they had us leave the jobsite, even though they were informed that we would not be leaving it open. Asking for a refund on the final amount is also not acceptable as we cut our excavation costs in half, in any attempt we could to try and maintain the relationship moving forward. 

  Thank you for your time.

• Initial Complaint

  06/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Transaction occurred on the 12 of May. We payed ****** dollars to have our sink angle stops replaced. The technician who did the repair stated that he checked the equipment after replacing to make sure it was functioning properly. After work was completed. We noticed a drip leak only after many days had passed and it had managed to soak a large portion of the bathroom and vanity. We contacted the owner of two sons in order to express our displeasure. He told us he could not be held responsible because the technician did not touch the specific component that was leaking. Even though the component that was replaced attached directly to the line that was leaking. My argument is that a leak should have been detected if a proper check was completed after installation. Owner offered no help to replace or restore the damages that were a direct result of his technician failing to properly repair our plumbing.

  Business response

  06/26/2023

  To whom it may concern,

  In regards to the matter with ****************:

  I personally spoke with him after the issue had presented itself. We had a very calm, civil conversation where we both agreed to each others points. He understood that our scope of work was to address and replace the leaking angle stop, however all other existing components we would not be responsible for. This was directly noted and agreed upon in our estimate prior to any work being performed. We went out to the residence and performed all work that was agreed upon, as per the estimate, correctly. We then tested the system for leaks and walked away knowing that we had taken care of the issue. While speaking with **************** he acknowledged that we could not be responsible for the existing system and its components not knowing if, or when, something else was going to fail. I sincerely apologized that this had happened and offered to help in any way we could, as long as he knew that we would not be assuming responsibility for the damages. He acknowledged and accepted that. We sent another technician out to resolve the new leak issue immediately, at no charge to him, and also referred him to a water restoration company that would take care of him in a timely manner. He thanked us for our time, efforts, and the willingness to help. 

  Thank you for your time,

  *****

• Initial Complaint

  01/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company was hired to install a tankless hot water heater. The initial installation was completely wrong leaving us with no hot water but they demanded payment. Second plumber was able to get the hot water working but vented it incorrectly causing both the water heater and furnace to fail. Third plumber fixed the venting issue which was not to code but left the water heater with a error code because it is a recirculating water heater and they are refusing to install the crossover valve even though ******* has informed them thats why the system is showing an error. Ive had to hire a second plumbing company for them to show the errrors of the first company and 2 sons and joes company is still refusing to fix it.

  Business response

  01/19/2022

  To whom it may concern,

   

  I understand that there were in fact issues with the original install of the unit. We have admitted fault and sent someone out to address those issues as soon as they were brought to our attention. We came back out and did everything we needed to to uphold our end of the contract at no additional cost to the homeowner.
  
  We have been open and honest with her throughout each step of this process. We were very clear on the expectations and what was included with the install of the unit that she provided. There was no refusal to install the heater correctly, there was no demand for payment, and we certainly did not leave her without hot water. She was the one that chose to provide her own unit instead of us installing our unit at the time of the original visit hence delaying the install time.
  
  When I personally spoke with her we agreed that the crossover valve was not part of the original install and not standard equipment. The estimate and invoice to which she agreed to CLEARLY stated that we were replacing like for like. Her previous unit did not have a built in recirc system. That is an aftermarket system that she chose to have afterwards. Her exact words to me were that you she fact knew it would be something additional but was upset because we didnt provide it to her as an option. Please explain how that becomes we didnt do the work as promised and refused to install the unit correctly.
  
  The crossover valve is not installed at this point and I do believe that she has a fully functional tankless unit providing hot water in your home. She is now upset because we were not willing to install additional equipment at no cost even though she told me directly that she was hiring someone else to do it a few days ago?

   

  Thank you again,

  Tyler

  Customer response

  01/19/2022

   
  Complaint: 16481626
  
  I am rejecting this response because: ***** with 2 Sons and Joes Plumbing is being incredibly dishonest. I had never discussed any limitations of the installation. I have a recirculating tankless hotwater heater, in the installation directions it states two different options for hooking up the recirculating system but one of the two has to be done for the water heater to function properly. The final plumber even acknowledged that the unit is still showing an error code because it is unable to recirculate. And to the direct lies ***** has told I was left without hot water for 3 days. The initial installer was ******, he was sent out on Saturday and after several hours stated that he was not sure why I still had no hot water but that the tankless was definitely installed correctly. I stated that I was not comfortable paying him when I had hot water when he arrived and as he is leaving and demanding a payment of $2,866 I did not feel comfortable paying him when I did not have hot water any longer. ****** called ***** and I spoke with him directly on Saturday evening. ***** informed me that there was no way the issue was the installation and that it had to be an fault in the unit itself and that you would send someone out on Monday to call ******* directly to work through what the problem could be. I reiterated to ***** that I did not feel good about paying and being left without hot water. ***** reiterated that they had been hired to install the tankless and that they had done that and done it correctly so I did infact have to pay. At that point I asked if ****** who was the plumber could just hook my old water heater back up so we could at least have hot water. ***** informed me that that would require an additional payment. So from Saturday through Monday at 5:48 pm when the second plumber ******* arrived we were left with no hot water. ***** was very aware of this as I called again on Monday inquiring as to how long it would take to have someone arrive, at this point ***** stated that he was doing me a favor by sending anyone out at all. When ******* arrived he immediately realized there was no need to call ******* and that the installation was infact the problem. ******* was able to get our hot water working in under ************************************************************************* the installation. After having the tankless for a couple weeks, my furnace failed twice and I assumed it was because the condensation line had frozen. I had called 2 sons and Joes plumbing back and spoke with ***** again he agreed it was the condensation line and had me cut it and told me ******* would return after the freeze was over to repair it. ******* returned my contractor had already corrected the problem but I discussed with ******* that the hot water heater although working did not seem to be performing at the level I had expected with all of the extra features I had paid for with the tankless. ******* looked up the specs and agreed the water heater shouldnt be having the problems I was describing. He suggested I call ******* discuss with them the issue and that they would send out acontractor who works on ******* tanks. I did so. I was told by ******* that they would cover the cost of the plumber as long as the unit itself was at fault and not the installation. The new plumbing company came out and immediately stated the problems in functioning was absoluetly a direct result of improper installation and also a complete violation of code. 2 sons and joes plumbing had taken a short cut and T'd the exhaust flue into my furnace which caused the hot water heater to compete with the furnace in its functioning. It was also the cause of the furnace failing. He also stated that the hot water heater comes with a crossover valve that needed to be placed under the furthest sink for the tankless to recirculate. He checked all of my sinks and informed me this had also not been done. I called 2 sons and joes plumbing back and ***** stated he would send someone out to fix the flue issue but that I had not paid them to install the recirculating valve and that this is an add on feature. This is not the case for my tankless. The third plumber who came and fixed the exhaust even noted that the furnace was still showing an error code due to being unable to recirculate but that he was specifically told by ***** that he was not to install this. ***** is right in that I told him I would not be paying him additional money to install the valve as I was already out the cost of a second plumber coming out only to inform me the issue was not the fault of the unit but the installation and therefore not covered by warranty. So I had to pay an additional $150 that i cannot be reimbursed from ******* because it was not the units fault. Also 2 sons and Joes plumbing should have known that the crossover valve was required for my unit to function properly/without showing a fault and quoted the correct price or at least informed me this would be an issue and quoted me a price that included that unit to function as it should.
  
  Sincerely,
  
  ***********************

*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. ↩