Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My house has a warranty via *************************. I filed a claim for a leaky faucet handle. They assigned Avid Plumbing for repair. The first plumber came on 5/26 and was unable to remove the faucet and told us to buy a new one. The second plumber came on 6/8 and while replacing the faucet damaged the overflow of the sink. He put silicon to stop the leak but told us it would not hold up and the sink needs repair/replacement. The sink can't be used as it leaks. I have emailed Avid Plumbing numerous times and while they acknowledge that damage occurred, they deny responsibility for it. They are aware that there was no leak from drain prior to faucet replacement. I believe it is unfair to be left with an unusable sink and that Avid Plumbing should be held liable for this incident.

  

  Business Response

  Date: 06/26/2023

  Good morning,

  On 06/08/2023, we were at the home to inspect / repair 3 issues.  #1 lav faucet in Master bathroom leaking, #2 lav faucet in Master bathroom leaking, & basement bathroom leak under the sink.  Upon arrive, homeowner advised the technician to not address the basement leak issue as they were not prepared to pay an additional deductible through their home warranty policy.  Our technician attempted repair to their faucets however was unsuccessful.  Homeowner was informed of this issue and elected to purchase their over faucets.  On 06/08/2023, we returned to the home to install their faucets.  Upon completion, the technician found a leak on a built in overflow tube that is part of the countertop / sink itself (different issue than the faucets).  The homeowner was informed that silicone was applied per a countertop companies recommendations.  The technician did state his personal opinion to the homeowner that the silicone may be a temporary fix however this was only his opinion.  We returned on 06/19/2023 to address a separate issue in which I agreed, out of good faith, to have a 2nd technician review this repair.  That technician contacted 2 additional countertop companies, and they both stated that silicone is the proper repair for this issue.  Since we are a Plumbing company and not a countertop company, for liability reasons, have informed the homeowner several times via on site, phone, and email that we are doing what ********************** recommends.

  We have given the homeowner several different analogies to explain that this issue was not damaged by our technician.  By working on 1 item does not assume liability for other items in that remote area that have the potential to leak. 

  Thank you for your time.

  Customer Answer

  Date: 06/26/2023

  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. 

  I am typing my response to every point raised by Avid:
  
  1: On 06/08/2023, we were at the home to inspect / repair 3 issues.  #1 lav faucet in Master bathroom leaking, #2 lav faucet in Master bathroom leaking, & basement bathroom leak under the sink.  
  

  Incorrect. The date was 05/26/2023 and there was only one faucet in the Master bathroom leaking. 
  

  2: Upon arrive, homeowner advised the technician to not address the basement leak issue as they were not prepared to pay an additional deductible through their home warranty policy. Our technician attempted repair to their faucets however was unsuccessful.  Homeowner was informed of this issue and elected to purchase their over faucets.

  Incorrect. The reason for not addressing the basement leak was the fact that the person who showed up for repair did not know what he was doing  He climbed to the bathroom counter top and used a blowtorch attempting to remove the faucet in the master bedroom. Observing this, we decided not to let him do anything to the basement bathroom. Indeed, the repairman was so incompetent that we called the *********************** Company and asked them to refer our case to another plumbing company. They said they cannot do this as they had initiated the case with ****. Subsequently, we asked **** to send us a different repairman. On 06/08/2023, they dispatched the same repairman but we refused to accept him. 
  

  3: On 06/08/2023, we returned to the home to install their faucets.  Upon completion, the technician found a leak on a built in overflow tube that is part of the countertop / sink itself (different issue than the faucets).  The homeowner was informed that silicone was applied per a countertop companies recommendations.
  

  Incorrect. This latter leak was non-existent. It was not found. It was caused by the technician who attempted to change the faucet. And the reason we found it happened was the fact that I observed it. 
  

  4: The technician did state his personal opinion to the homeowner that the silicone may be a temporary fix however this was only his opinion.  We returned on 06/19/2023 to address a separate issue in which I agreed, out of good faith, to have a 2nd technician review this repair.  That technician contacted 2 additional countertop companies, and they both stated that silicone is the proper repair for this issue.  
  

  Incorrect. Silicon is not even temporary fix let alone a fix. The proof is in the pudding. Despite the application of silicone to the overflow tube, it still leaks.  
  

  5: Since we are a Plumbing company and not a countertop company, for liability reasons, have informed the homeowner several times via on site, phone, and email that we are doing what ********************** recommends.
  

  Incorrect. The fact remains that we did not have a leak in the overflow tube prior to ****'s repairman changing the faucets. It was caused by the repairman. And this has not been fixed even on a temporary basis. 
  

  6: We have given the homeowner several different analogies to explain that this issue was not damaged by our technician.  By working on 1 item does not assume liability for other items in that remote area that have the potential to leak. 
  

  Incorrect. Here are the facts. (i) We did not have a leak prior to the technician visit. (ii) After changing the faucet, a leak appeared. (iii) Nobody else touched the sink and I was present during this whole process. The only conclusion that can be drawn is that it was damaged during the process. 
  

  Regards,
  
  ***************************

  

  Business Response

  Date: 06/27/2023

  Response to 1: 05/26/2023 was indeed or initial visit and 06/08/2023 was our replacement visit (Im not here to argue dates!).  Per email from ************************* on May 25th at 9:44am, we were to inspect all 3 issues that you informed UHP of.  UHP does not go to your home to dictate what you want or should make a claim on.  This was choice of the person that owns the home!  Claims attached.
  
  Response to 2: He said / she said... Not playing that game.  Per **************, you did not want to pursue due to cost.  But yet line item 1 does not make sense to your response on line item 2.   I thought we were only there to address the master bathroom leaking?????? So are you lieing on line item 1???
  
  Response to 3:  You observed an additional leak that requires repair.  Homeowner is liable to pay for items needing repaired in their own home.  If you have a tire changed and the brakes fall apart, is it liable of the auto repair shop to change out the brakes for free?  Its never went that way for me.
  
  Response to 4:  Per our initial dozen emails and the BBB response.  We are not a countertop company and do not hold liability to any good faith effort repairs we made to your sink.
  
  Response to 5:  Once again - I can give you a million analogies why the homeowner is responsible to repair items in their own home. 
  
  Response to 6:  Same thing, I can give you a million more analogies why the homeowner is responsible to repair items in their own home.
  

  ***This will be the final response.  I've given the auto repeat emails to this customer along with all given information to the BBB.  We are a highly ranked company with highly skilled plumbers.  I am not here to play he said/she said.  I am not here to play auto repeat.  I've given the facts and those facts apply to my life along with everyone elses.  Our business takes action on items that we are liable for.  This is not one of those times.     This will be the last response from Avid Plumbing whether the customer deems this to be satisfied or not.***

  Regards,
  
  Avid Plumbing General Manager

  Customer Answer

  Date: 06/28/2023

  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.
  

  The fact remains that Avid damaged the sink overflow while changing the faucet. They deny responsibility and it is not an acceptable response. The reputation of a company depends on how they treat their customers. It doesn't matter how many years it has been in business and how large or small it is. [Please type your response here.]
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:04/20/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Avid Plumbing charged me $700/hour for repair on the toilet. I am requesting partial reimbursement

  

  Business Response

  Date: 04/21/2023

  Avid Plumbing does not operate as a time and material based business.  Such as a massive majority of businesses, we are running as a flat rate business.

  Our protocol is as follows: We have a $75 dispatch fee, this fee covers our technician arriving at your home and assessing the job.  The technician will then give you a flat rate price as to how much the job will cost.

   

  On 04/19/2023 our technician arrived at the home, inspected the issue that he was having with his toilet, my technician then built an estimate on our ipad tablet, that estimate was then presented to ***************************** for approval.  ***************************** then read through the estimate that included what the technician was going to do and how much it was going to cost.  ***************************** signed the estimate, our technician performed the work, we collected for the exact estimate he signed for and we left his home.  

  On 04/20/2023 ***************************** emailed my staff regarding disgust with price.  I informed him that I am not here to explain to the world how our pricebook is operated.  I did inform him that we are not the cheapest company around however I personally can guarantee we are not the most expensive around.  To provide excellent customer service, strictly out of good faith, I offered to refund ***************************** a $75 credit.  That was returned with insults of our company and threats of complaining on every site possible.  At that time, I informed him that I would no longer be responding to his emails.

  As you can see with his provided invoice, ***************************** signed for the estimate (PRIOR TO ANY WORK BEING COMPLETED).  We do not force anyone to have work done if they feel the price is not correct.  Our reputation is honesty.  When a customer states that we are "scammers", I take that to heart.  I have provided explanation's via email to *****************************, I have provided great customer service to *****************************, My technician provided professional plumbing services at ***************************** home.  We have offered a solution to his complaint. With all of that, ***************************** has elected to complain to the BBB and write reviews on service online sources.  Due to *********** very obvious lies against Avid Plumbing, I will be looking into Defamation of Business with our lawyer.

  I am happy to provide any other supporting documents that BBB thinks is necessary to prove our honesty and Christians lies towards our business.

   

   

   

   

  Customer Answer

  Date: 04/21/2023

  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.
  

  Please forward this response to Avid Plumbing:

  Let me start by saying, I'm sorry things have gotten very heated. It's not my intention to stir up so much trouble. Let's discuss calmly and in good faith. It's my intention we come to a resolution.
  
  I am open to the idea that I'm in the wrong about being overcharged. I just haven't seen evidence of this yet. I am able to find the two parts required for the assembly from ********** for less than $20
  ************************************************************************************
  *************************************************************************************
  
  If I ****** "fill valve replacement cost" the first three results that come up say ~$50 - $150
  *********************************************************************
  **********************************************************************
  ****************************************
  
  I also called two other plumbers and asked for quotes, the first said ~$155 and the second said ~$150.
  
  Again, I am not trying to be malicious and want to have an open mind. Please help me understand how you arrived at this price. Is it because 1/4 of the time that you make this repair, something goes wrong and it does take several hours? Is it because you're under staffed and so technician time is at a premium right now? Is this a complex repair and while it's fast, it requires a lot of training and expertise?
  Unless I've missed something, the primary justification has been that Avid Plumbing is not the cheapest or most expensive. But just comparing to other local plumbers doesn't mean it's fair, it could just be overpriced for everyone.
  
  I was hoping but not expecting a reimbursement. I am willing to consider this matter closed. I am also happy to discuss further. Feel free to reach out to me through BBB or directly.
  
  Regards,
  
  *********************

  

  Business Response

  Date: 04/24/2023

  As previously discussed.  We provided an estimate to complete a job prior to the work being done.  Homeowner accepted the estimate.  Work was performed.  Job was a success.  I previously offered a discounted refund strictly out of good faith and the homeowner rejected that offer.  That refund is no longer being offered.  I have submitted the formal signed documents indicating no wrong doing of Avid Plumbing on the initial complaint made by ***********

  BBB - Please let me know if you need anything further on this.

  Thank You

  Customer Answer

  Date: 04/24/2023

  [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 this resolution is satisfactory to me. 
  
  Regards,
  
  *********************