Five Star Plumbing

I needed more hot water for the walkin tub I had in stalled. I thought the cost of the tub covered a new larger hotwater tank. To my suprise I had to furnish the tank for approximately $3000.00 more after paying $14000.00 for the tub. Five star saved me that money by installing a mixing valve for $705.46. By doing this I had plenty of 120 degree water to fill the tub without installing a larger hot water tank. Five star has Hero status in our house.
Thank You [redacted] and [redacted] the Tech (unknown last name). [redacted]

Five Star is the best...they were at our house on time to fix our problem and fixed the issue immediately. What we liked the most is that they completely cleaned up the mess and left with a smile.

This is the message I sent to the owner and never got a reply. I also sent him pictures of the mess.
"5 Star Plumbing,
I have NEVER written a bad review on the internet until this weekend. I waited a few days to see if I was still upset and when I was I decided that I would post it. I had a new water heater installed last week. For the astronomical price of $2400 I thought I was getting the High Efficiency model which I did not get. I even asked when placing the order when does the High Efficiency model pay for itself and the contact person said in one year so I said that was what I wanted but I did not get it. I also asked if they could fix my kitchen plumbing at the same time they were here and she said yes. When the plumber was here (Rick?) I asked him about the kitchen plumbing and without looking at it he told me to call Action Plumbing which coincidentally was the same place that recommended you guys which made me wonder if there was some sort of "agreement" between the two companies. I was also upset about the mess that was made. I am used to companies cleaning up their mess. Among other things there were mud tracks from the hand truck which made no sense since there is no source of mud outside my back door. Just really disappointed. Like I said I have never posted a negative review about anything. Just thought you would like to know."
I was highly disappointed with customer service. Well, that is not exactly correct. The lady who answered the phone was extremely professional and helpful. The plumber was also pretty personable. It's just the follow up customer service after they collected their money that I am disappointed in. Just wanted my fellow Spokanites to be educated and warn them to get everything in writing beforehand!

Review: We had a bathroom in our home remodeled over the summer. We hired a general contractor who subcontracted all the plumbing work to Five Star Plumbing. We ordered our own plumbing fixtures online, which was authorized by our general contractor. The fixtures were inspected upon arrival and installed. The job was finished in August.

Upon using the shower for the first time, we noted that the shower had some issues and requested the plumbers come back to address them. Five Star Plumbing came back on two separate occasions shortly after the initial completion of the project to address the problems. One of the problems, however, was that the diverter for the handheld device made a screeching noise when turned on; this problem continued despite the repair visits.

We continued to call Five Star to resolve this issue. Eventually they told us they thought the issue was a faulty valve. Five Star called [redacted], the manufacturer of the part, and told us the part was under warranty. They ordered the part and told us they would call us when it came in.

The last week of December Five Star called and told us the part had arrived. They came to replace the valve on January 5th. We were subsequently sent a bill for $208.20, which included labor as well as the cost of the valve we had been told was under warranty. We were never quoted for this job or told we would be charged for the repair.

I called the company immediately upon receiving the bill and was told the valve had not been under warranty after all. I explained that I didn’t believe we should be charged based on the fact that a) this repair was the completion of the initial job, which we had already paid for in full and b) we were told the piece in question was under warranty. The solution Five Star offered us was that they would come back and put the faulty part back into the shower and we could hire another company to do the job instead.

This solution is unacceptable to us for several reasons:

First, the last thing we want at this point is for Five Star Plumbing, who took nearly six months to adequately complete a job, to come back into our house and put a bad part back into our shower. This solution does not help either party and only serves to leave us with additional hassle and expense for a problem that has cost us enough of both already.

Second, we were never quoted a price for the visit, which we assumed would be a complimentary part of the original project seeing as the shower never worked properly and we alerted the company promptly of the problem.

Third, we were told by Five Star that the part in question was under manufacturer warranty, in other words that it would be replaced by [redacted] for free. If this was not true, we should have been told that prior to the repair and/or given the opportunity to exchange the part under warranty ourselves, which we could have done without charge.Desired Settlement: We would like the charges of $208.20 dropped.

Business

Response:

Dear Mr. & Mrs.. [redacted],Five Star Plumbing has acted in good faith to resolve the issue with the valve you purchased on line. After the General Contractor contacted FSP and informed me you felt this was a installation error we responded to your issue in a timely manor. At FSP's expense we diagnosed that all piping was installed correctly. We did make a return visit to check water pressure and remove the diverter cartridge and check for any obstruction that may be causing the noise. At this time I called you and informed you that there was no issue with the installation and that in my opinion it was a defective cartridge. I advised you at that time you could call [redacted] and try to get a replacement cartridge under warranty or I could get a cartridge and install it but this is not covered under warranty. I did tell you if the noise did not go away with new cartridge that I would absorb the costs and we would figure out the problem. You agreed and the new cartridge was ordered from the factory. When the new cartridge arrived the office contacted you that it was in and we never heard back from you. Then in December I had the office contact you again. At this time we set the appointment to install the new cartridge. When the Tech arrived you left the home and did not return before he completed the job so he could go over with you on what was done and collect for the service provided. The option that was provided to remove the cartridge that was paid for by FSP and reinstall the defective one is so you could call the company you purchased the faulty item from and have them correct the problem at their expense or you could hire a plumbing contractor of your choice to correct the faulty item that you provided. FSP did not charge for any of the visits or the time to order and pick up the replacement cartridge. The only charge's was for the actual repair, freight and minimal labor. If FSP would have provided fixtures and valves they would be covered under warranty for 1 year. If you choose to keep the replacement cartridge and installation a 1 year warranty from the date of replacement will apply if invoice is paid in full.When customers provide fixtures from an outside supplier, we can not control the quality of the product therefore we can't provide a warranty. When the contractor provides material and fixtures, part of the [redacted] up is to cover warranty issues. We can go to our supplier or manufacturer and get warranty parts if needed. Thank You [redacted] Five Star Plumbing

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received, your complaint will be closed Administratively Resolved]

Revdex.com,

I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.