GM Groff Plumbing

Review: I have used Groff Plumbing prior to this incident and was overcharged in the past but they reduced the bill when I called about it. This time, Groff came to install a new master bathroom faucet as well as replace a U.V. bulb and a kitchen sink filter. They also installed a new water closet valve in the upstairs bathroom. Groff did not provide me with a contract for these home improvement upgrades. **. [redacted] Groff is the only Master Plumber at Groff Plumbing and he is the only one who is qualified and properly trained. He sent his worker on 4/29/2013 to do the work. I made this worker aware of the fact that the faucet had been leaking for many years so that he would pay special attention to installing it right so that it didn’t leak again. When he completed the work he did not test it to check that it didn’t leak and moved on to the other work. In addition to other work he installed the American filter under the kitchen sink. After he replaced the filter, the American Plumber POU Faucet which is attached to this filter then began to leak. I asked him why it was leaking and he said he didn’t know and moved it around and yanked on it and it stopped leaking temporarily. The worker was at my home performing work for an hour and a half. When he left he told me that I had to sign the blank form that he gave me and that he needed one of my address labels because [redacted] required them. I asked him what I was signing for, how much time and he said it would be figured out later when he got back to the office. I told him that I was not comfortable with this and never was. He told me they charge also for travel time. Groff office is in Schnecksville no more than twenty minutes from my home.

After the worker left I looked under the bathroom sink and the new faucet that he had just installed was leaking. I called and got **. Groff and he stated that he would send the worker back the next day which he did. The worker used a bead of silicone this time, at my suggestion after I called Moen and they told me that is what he should have done in the first place and it did not leak again. Later that second day, after the worker had left I had to use the kitchen POU faucet and it then began to leak again. I called about it and got the Groff answering machine and left a message. No one called me so I called back later in the day and got [redacted] Groff. He was very nasty and told me that I would have to pay for a worker to come back to fix it. I told him that I didn’t feel that was right since it began leaking after his worker changed the filter under the sink. **. Groff admitted to me that the faucet was leaking because it needed to be changed. He said they didn’t last forever. He again told me I would have to pay for the worker to come back. Later that night I left a message in which I disputed that I should have to pay for his worker to come back to change the POU Faucet since he himself told me that the fact that it began to leak when the worker changed the filter meant that the POU Faucet needed to be changed and so it was his worker’s mistake in not changing it when he was here and it began leaking after he changed the filter. I stated that he should have known this if he is a qualified plumber. The next day Groff sent a different worker who replaced the POU Faucet. He was here for slightly less than a half hour.

I then received the bill from Groff Plumbing four days after the work was done. I began testing for serious pancreatic issues and did not open the bill at that time. [redacted] Groff then called me and I told her that I would open the bill and take care of it. I opened the bill and did not understand what the $280 labor charge represented. [redacted] Groff called me back and was very nasty and yelled at me. She stated, “You always do this, you always question the bill.” And I told her of course I did since she was never clear on her bills as to just what the labor represented and I want to know what I am paying for. Her answer was, “Four hours, okay?”, very nastily. After she hung up I felt pressured to pay the bill since I had been ill and it was almost overdue and also because she had been yelling at me and told me to get another plumber, so I paid it. The service date 4/25/13 represents their worker returning to install a new POU Faucet, the one **. Groff stated should have been changed when the worker was here on 4/23/13. Once things calmed down and I was able to quietly sit and figure it all out I realized that I had been overcharged for at least an entire hour representing Seventy Dollars. I also believe that I should not have been pressured to sign a blank form for the work performed and that I should have been given a copy of what I signed especially after [redacted] filled in the numbers. I did request a copy but did not receive. I also do not believe that I should have been told that I had to provide one of my address labels.Desired Settlement: I want Groff Plumbing to refund me for one hour of labor that the incorrectly charged.

Business

Response:

Our records indicate that we have been providing plumbing service to this individual on a yearly basis since 2006. There are a dozen invoices on file for this person. On several occasions, this individual has questioned our service or time in an attempt to receive a reduction. On two occasions, we politely suggested she contact another plumber for future work, because it appeared we were not meeting her needs. She stated that she was just inquiring and yet continued to use our services. This individual was contacted by us on 05/30/13 for a late payment on an invoice dated 04/29/13. Our payment terms are 15 days. The invoice reflected work that was done on two separate dates (04/23 & 04/25). I explained that the first service call was for 3 hrs at $70/hr which included installing a lavy faucet, servicing a UV sterilizer, repairing a toilet and changing a filter. The second service call was to replace her POU faucet at her kitchen sink. This item had to be ordered, because we did not have one in stock. This equates to 4 hours of labor totaling $280.00. The material on the invoice was clearly itemized. After 15 minutes of explaining the breakdown, again I stated it would be best if she contact someone else for any future work. Several more minutes of clarifying passed without understanding. I then told her we could no longer provide her service. Within a couple of days her payment was received in full, along with an emotionally charged letter about every employee; as well as personal attacks on character. At this point she did not mention a refund; it was more about expressing her anger over ending the business relationship. A few weeks passed and another letter was received at our office; again with slanderous remarks. We choose not to respond to the letters but we are keeping them on file. Our successful business is based on providing quality service at a reasonable price for over 25 years. We are very appreciative to our loyal customer base and blessed to have a portfolio filled with cards and letters of gratitude for our service and dedication. Our history of sales and service speaks for itself.