Plumb Crazy did a bad re-install of a toilet on the 2nd floor of our home. As a result, we experienced extensive water and mold damages, to the tune of thousands of dollars. The manager, Martin, came to inspect the damages, then denied liability since the toilet was "out of code." Why would you re-install an "out of code" toilet without advising the client first? Martin then claimed that perhaps one of the younger children in the home caused the damages. All the younger children were gone on a trip with mom for the weekend when the re-installation occurred. Martin then got into a heated argument with my mother in front of my younger siblings before being ordered to leave our property. His conduct can only be described as unprofessional to the extreme. Our home insurance provider, mold remediation company, restoration company, and preferred plumber all agreed that Plumb Crazy was responsible for the damages. Two of the mold remediation or restoration employees actually witnessed Martin's visit and were shocked by his behavior.
I called and made a complaint with Plumb Crazy after Martin's visit. I was told that my report would be sent to Plumb Crazy's owner. I also advised Plumb Crazy that we would not be making payment for the re-installation, because 1) the performance obligation was not satisfied (i.e., the toilet was still not working) and 2) the re-installation resulted in significant damages to our home. Martin's visit and my complaint occurred approximately a month and a half ago.
Today, Martin left a voicemail with my mother demanding payment for the repairs. I called Plumb Crazy to follow up on my complaint, and Martin was the one who took the call. Despite being present for his visit, Martin told me that I must not have understood the situation. I told him not to tell me what I did or did not see or hear. He then proceeded to call me a liar. I asked him if pursuing this course of action was worth jeopardizing Plumb Crazy's relationship with the restoration company (who advised us that they are considering switching to another plumber), possible subrogation from our home insurance provider, or a formal complaint to the contractors' board. I asked him what Plumb Crazy's owner would think. Martin then abruptly hung up the phone on me.
I immediately redialed Plumb Crazy, and a different employee picked up. She asked me to stop harassing Martin. I advised her that I was trying to make a record that Martin's conduct during his visit, his voicemail for payment, and his phone call with me were completely unacceptable. Of course I was angry. She advised me that the invoice was waived, and I thanked her for her help. Fortunately, I can say that all the employees I interacted with - besides Martin - were pleasant and professional. read more