Cary Plumbing

They did not repair my leaky kitchen faucet correctly. Made it worse. Did not admit fault and stopped talking to me on the phone as I complained. I had Cary Plumbing install a new bathroom faucet and fix a slowly dripping one in the kitchen. The bathroom faucet replacement went fine. With the kitchen faucet, he replaced the sink cartridge, but mentioned that the entire sink was old and said the water pressure in my house was too high because I needed a new pressure water valve. He said these were things would need to get fixed in the near future.An hour later, the kitchen faucet starts leaking more. Worse than before. It became a steady stream of water instead of just a drip, drip. My wife calls them to set an appointment for them to come back out. Then they call me (since I had left home) and the person I talked to reminded me of what the plumber told me and that it was fixed when he left. He couldn't guarantee the repair because of the concerns that were raised. I said that I understood what he had told me, but he didn't tell me that those repairs needed to be done today. Now it's worse than it was before. Why didn't the guy just tell me instead of wasting an hour and acting like it was fixed, at least for the short term? The guy said that it really should be fixed today and the guy was just trying to do what he could to do the repair.I asked them if they would refund me that hour of labor if the plumber came back out and did the other repairs he recommended since what he did did not work. I think this was a reasonable request The guy said, "That's someone else's decision above me."I told him he could tell the owner that I was very dissapointed in their services and that I would report them for this poor service. I had a leaky faucet the had to be fixed today. Once I stopped talking, no one was on the line. I don't think they hung up but they stopped talking to me. They never called me back either. During that phone call, they never offered to even come out and look at the problem. They seemed more concerned with cancelling the appointment they set with my wife.I had to call another plumber who did fix faucet, but said that there was nothing wrong with the water pressure in my house. I feel that this was a bait and switch tactic by Cary Plumbing. They were unethical and unprofessional.Desired SettlementI want them to refund me the $97 for the hour of labor they charged me because they did not repair my kitchen sink faucet. I also want them to re-imburse me for the $354 I had to pay another plumber to come after hours to replace my faucet because Cary Plumbing was not truthful, did not stand behind their work, and stopped talking to me on the phone as I tried to get this problem resolved with them.Business Response /[redacted]/At Cary Plumbing Co. we strive to provide a professional, competent, and fairly priced service to every one of our customers, every time. While it is our goal to resolve every issue the first time around the nature of our business does not always allow for this. Often times our customers prefer us to attempt the simplest repair first and then proceed with a more involved repair or replacement should the first attempt not be successful. Sometimes when attempting to repair old fixtures an issue can actually be made worse because of its age. Mr. [redacted] was made aware of this potential outcome while we were on site attempting to repair his kitchen faucet. Sometimes it is extremely difficult to predict exactly how long the repair may last or even if it will work at all. Whenever situations arise where an attempted repair is unsuccessful we make every effort to resolve the issue in a way that is fair to all parties involved. It is our company policy that these situations are addressed by a supervisor, or a member of management, to ensure that the appropriate resolution is achieved. In this particular case our office staff member was attempting to explain this policy and arrange for a supervisor to speak with Mr. [redacted], but was not given the opportunity because Mr. [redacted] ended the conversation abruptly by hanging up. Had we been given the opportunity we would have credited a portion of the original service call back when we installed the new faucet. This would have resulted in a far cheaper overall cost for Mr. [redacted] than what he ended up paying (our average cost to install a kitchen faucet during normal hours is $101.00, after hours it is $145.00). We attempt to treat our customers with the utmost courtesy and respect and resolve all issues fairly, unfortunately in this instance we were not given the opportunity to achieve this outcome. As a note regarding the high water pressure, it is our practice to test for high pressure at every jobsite as a service to our customers. Plumbing code requires that the water pressure in a home not exceed 80 psi as it can lead to premature and potentially catastrophic failure of the plumbing system and/or its components. The pressure at Mr. [redacted]'s house was 95 psi at the time of our service call. If an accurate reading was taken at a later time which showed a lower pressure this does not necessarily mean that the pressure regulating valve is working properly or that our reading was incorrect. A failing "PRV" can create fluctuating pressures and it can also allow city pressure, which may vary depending on time of day and surrounding usage, to flow unregulated into the house and subsequently produce fluctuating pressure readings. In closing we would like Mr. [redacted] to understand that we were more than willing to reach a mutually agreeable outcome, but this would have required that all parties involved be willing to work together to achieve this.Consumer Response /[redacted]/For the record, what they are saying is not entirely accurate. I was not given this in-depth warning about the repair possibly not working at all. The plumber made a point of showing me that the faucet was fixed. He did say that at some point soon in the future the faucet would need to be replaced. But it was less than an hour that the faucet started leaking worse than before. I was not told that the repair might not work at all.When I called, the person I spoke to was not really working with me. He did say someone above him would have to decide to credit me for the hour of labor if they came back out to replace the faucet, but I was not told that I was being put on hold. No one was on the other line when I stopped talking. I said "Hello, is anybody there?". When no one said anything, I hung up. I had to call somebody else to get the problem fixed at point. I did not feel that Cary Plumbing was going to make good on this problem from the way the phone conversation went.If I am credited for the $101 dollars (or the $97 that I was actually charged for the labor), I will consider this complaint closed.Final Business Response /[redacted]/Had Mr. [redacted] given us the opportunity to address his concerns at the time of service we would have worked with him as a good faith gesture, as stated in our initial response. However when he hung up on our office staff member we felt that he was sending a clear message that he no longer wished to do business with us. By his actions then and now we feel that he is choosing to handle the situation in a way that is very one sided and that would not resolve the situation in a fair manner. At the request of Mr. [redacted] we invested time into attempting to repair his faucet and we did make him aware that his faucet was worn out and needed to be replaced. Mr. [redacted] was given an invoice (which he did sign) at the time of this service which clearly stated the need to replace the faucet and address the high water pressure. At this point we do not feel Mr. [redacted]'s request of a refund is fair as we explained to him at every step along the way that he would need to replace the faucet in the near future and he is the one who asked us to attempt the repair.

This business is SUPERB! Fast, friendly, and courteous service! I highly recommend them to any one! Spreading the goid word!! Thank you to [redacted] and [redacted] especially!