ComplaintsforJ.J.'s Plumbing

• Initial Complaint

  07/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On December 16th, 2022, **'s Plumbing installed a new water heater at our home. We paid $1,715.25, which included the water heater, installation, permit, and an extended 10 year warranty (via *******************). Over the next few weeks, we noticed a marked decrease in water flow all over the house. We reached out to our neighbors, and no one else was having similar issues. We then called ********* Light and Water utility. They asked if we had any plumbing done recently, and I mentioned the water heater install. They stated that they believe the issues were caused by sediment not being flushed properly during installation of the water heater. We contacted **'s via email and later via phone. When we finally spoke with the Office Manager, she stated that our issues were definitely not caused by anything they did or did not do, and that they would not check it out without charging us full, normal hourly rates. (Of course, if we were going to pay someone to check on their work, we would not have **'s do it.) They also stated that the plumber who worked on our job is no longer with their company. We have had to clean out showerheads and faucet filters multiple times, and have had to replace parts in some faucets and one shower head. We are still having ongoing issues. It is very disappointing that **'s refuses to even consider the possibility that this could be related to their plumber's failure to properly flush the sediment as part of the installation. Our hope was that **'s would stand behind their work and have someone come flush the sediment and check our faucets/shower heads at no additional cost to us. Thank you.

  

  Business response

  07/14/2023

  ******, our Office Manager, spoke with ***** on 5/24/23 regarding his concern and she explained to him that we are happy to schedule an appointment for a plumber to come and diagnose the issue, but we are unable to guarantee that there would not be a cost to him until the cause of the issue was verified. ***** did not want to schedule an appointment.

  ****** also reached out to ********* Light & Water.  *** told her they did not tell ***** that the cause was the water heater installation. Rather, he explained that *****'s property lies on a dead end between a high pressure and standard pressure zone, meaning they are more likely to experience more sediment in their system and would need to flush their water heater more frequently. A new water heater has no sediment in it. *** is happy to provide a written statement to this effect, if needed. ****** relayed this information to ***** during their conversation.

  ***** has not reached out to us since this conversation in May.

  Customer response

  07/17/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  We disagree with the statements from **'s Plumbing (which offered no resolution to our concerns).  **** spoke with *** at ************************* on January 9th.  She did not tell him that we had had a water heater installed; he asked if we had had any plumbing done recently and said he believed our new water pressure issues were likely caused by sediment that was left over from the work that was done.  He indicated that any time plumbing work is done, the utility sink should be run first to flush out any particles that came loose.  

  While a new water heater may not have sediment, the old one and surrounding pipes would have sediment, which does not seem to have been properly flushed.  

  Here are some flaws with ******'s theory that the sediment all over our house is caused by where we live: 1) this is the first time in 22 years of living here that we have sediment issues, including following 3 other new water heater installations and other plumbing work; 2) none of our neighbors have had water pressure issues at this same time; and 3) the issues started shortly after this work was done and have persisted since late December.  We have to take 2 showerheads apart again tonight since the water flow has become severely restricted again.

  **** emailed **'s on February 28th and again on March 9th about the issues with no response.  ***** then contacted the office by phone in May, which was the first time they responded to our concerns.

  It would be illogical to have **'s come back to look at our plumbing when ****** told ***** unequivocally that it could not have been caused by their plumber and that they would charge standard rates to even look at our plumbing (contrary to their statement to BBB that they couldn't guarantee that there would not be a charge).  Therefore, it is correct that we did not schedule a follow-up with them and have not contacted them since May.  Instead, we chose to contact the BBB in hopes of sparing others from having the same customer service issues and major hassles that we have experienced for over six months.

  
  Regards,
  
  **** & *******************

  Customer response

  07/25/2023

  To resolve our issues, we believe **'s should come to our house at no charge and flush our pipes so that our fixtures stop clogging up with sediment.  Thank you.

  

  Business response

  07/27/2023

  We will provide 1 hour of labor at no charge as a courtesy. This is the amount of time it would have taken had we been contacted in the first few days following the installation of the water heater. ***** will need to call our office and schedule an appointment no later than August 31, 2023.

  Customer response

  07/30/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the plan for resolution is satisfactory to me, contingent upon the work that is to be performed.
  
  Regards,
  
  **** & *******************
  

*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. ↩