Grace Plumbing Services, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
#1 they do not even know what they are talking about they did talk to me every single day that they were at the house, they also never informed the home own on what what going on never gave estimate  on what the job was going to cost they got the sign off of completion of the job from the renter who lives in the house he nephew who does not live in the house, so the sign off was not even done by the home owner him self, as for the the asbetsos work that was done, their was never a contract giving the ok, nothing in writing was giving exect the very first paper for water removal that is all as for the taxes our attorney already looked up the state laws on that and has already found that grace plumbing inflated their tax rates 4 to 5 times higher that state law requires, this is not an issue on not paiding the bill the home own is more that willing to paid the bill but the correct bill not an inflated bill of their choice, when in their own contract it states first line that they will give a written estimate and that was never done not any other paper work nothing was filled out and the work that was done a 2 yrs old could have done better
Regards,
[redacted]

I had a very bad experience with this company which is still dragging on after nearly a year. Most of the work they did in my house had to be redone by another plumber.
Their license with the [redacted] [redacted] of [redacted] at time of this review is suspended with 6 open formal complaints, which according to the state means they are not allowed to contract in Arizona.
It's very hard to find anything but negative feedback about them online anywhere. It also looks like they have had several lawsuits filed against them recently in [redacted].  [redacted] I would not recommend them.

As I expected from a company that I received the worst customer service from in the last 20 years of working with contractors on home repair issues, this is pretty much 75% lies and coverup.  Surprisingly though they do have one truthful statement
 
 
TRUTH
1) I am a customer of the home warranty company - [redacted].....and they are the customer for [redacted]
 
 
LIES
1) The Home Warranty company denied his call when we were at his home
[redacted] I did not call the home warranty company when they were at my home
[redacted] After they fixed the garbage disposal, and then I turned on the faucet, there was a leak in the piping which I asked the plumber to fix, which he would not...............
[redacted] so lie #1 is the warranty company denied a call or claim from me at Any Time during this process
 
 
2) Lie #2 - He has written a letter stating that we did not fix anything because his call was denied by home warranty company when we were out there
[redacted] The Plumber did fix the disposal, which I put in my original note
[redacted] But once again, I did not call the home warranty company regarding the leak in the piping, I asked the plumber to fix it because it was not leaking when he started his job, and this was not the original reason that I called the warranty company
[redacted] Again as I have stated, the plumber said he would not fix the leak to the piping after fixing the disposal,
     even though there was no leak prior to working on the disposal
 
 
3) Lie #3 - Continued Threatening - I did not threaten the staff or company, I basically told them that if they did not fix the leak that they had created I would take this complaint up with the Revdex.com, which I have done.
[redacted] As stated in the original complaint, the plumber would not fix the leak and he left.  The next day I called Grace Plumbing and spoke with a person in service, and she said "that was not right of the plumber to not fix the leak.  I will setup service for after 5pm tonite to get this taken care of"...........which never happened as no one from this company showed up or called that evening
 
 
4) Lie #4 - When we left he told our tech that everything was fine and he was happy
[redacted] I told the plumber that the disposal is working, but there is a leak in the piping that was not a problem before you started working on the disposal, and I asked him to please fix this as otherwise it will cause floor damage
[redacted] he said he would not fix it..............then he said he would check with his office and made a phone call,
after which he came back and said he would not fix the leak because it was not the original problem. 
[redacted] So at no point and time did I say everything was fine and I was happy
 
 
5) Bullying...........if telling the truth and complaining about terrible tech service as well as even worse "Customer Service" is bullying, than I am guilty as charged.
[redacted] I only wish I would have taped each of the phone calls with the manager who very much tried to intimidate me and bully me, which I am sure he thought I would just go away if he treated me like that.  Which is surprising in itself that a company that deals with customers and complaints like this is even in business.
 
 
Please let me know if I have not addressed any questions or issues in this reply to the response from Grace Plumbing.  Again this is far and away the worst customer service I have ever had from a company in response to a service call
 
 
I look forward to hearing from you and how we will proceed vs Grace Plumbing with this complaint
 
Regards,[redacted]

Grace Contracting Services Inc. has completed all work for which we have been paid. When [redacted] told our guy [redacted] that she had already paid us for work, he  at that point asked for proof of payment.  [redacted] provided a copy of an insurance check which it appears she had endorsed...

to another company not Grace Contracting. We encouraged her to call the police to report the incident. Had we actually been paid for this job we would gladly have completed the job. The fact remains, simply, we still to this day remain unpaid.

Customer's water heater and pedestal was installed and completed.  Customer had water damage to water heater pedestal and until pedestal was repaired we could not set a water heater on an unsafe pedestal per Arizona Uniform Plumbing Code section 510.0.

This is not a customer of ours. Our customer is the home warranty company. This complainant is a customer of the warranty company. The home warranty company denied his call when we were first out there at his home. He has written a letter stating that we did not fix anything because his call was...

denied by the home warranty company when we were first out there. After continued threatening by this homeowner we tried to appease him and just help him out as a courtesy for free. When we left his home he told our tech that everything was fine and that he was happy. It is my assertion that this man is trying to get more free services out of us by bullying us via the internet.

I would gladly pay the $188.21 difference to make this headache go away.

I was just getting ready to make a response to this today when you sent over the email requesting no response. I have been stewing on this on how to solve it.  However, I don't see how we can settle this. Also when reading their desired settlement they are asking to have someone else fix our mistakes at our cost. We have already offered several times to redo any quality issues. Can you please reopen so I can make a response, though the only thing this lady is trying to do is to get out of paying her bill.

Customer canceled his check of $125.00.  No refund Due

Internal Notes From Our Office:

--5/23/2014 11:31:24 AM Accounts Recievable--

called and spoke to [redacted] about the claim, he stated that he filed with bb with a complaint. email [redacted].[redacted]@gmail.com. He stated that he will only pay the 125.00. he put a spot payment on the account and I sent him and email with the information. 

--5/20/2014 1:55:07 PM AcctgHelp--

ck # [redacted] returned by bank collect sf $125 from Home Warranty

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

Regards,

[redacted] the comment was mine, not Grace Plumbing. 

Regards,[redacted]

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

I am not sure what they are talking about when they say that they are owed they monies that was paid to us from our insurance company, we were not paid any money, and as for the asbestos abatement their was never an agreement or anything else agreeing to such. all I know is that grace plumbing & Faith restoration took advantage of an elderly man and inflated their priced and did a the worst job that I have ever seen from a contractor, I have the pictures and contracts to prove it, and this matter has been turned over to an attorney

Regards,

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The Revdex.com deems anyone who has had a transaction or interaction with the company to be a customer. I am a customer. Grace Plumbing replaced our water heater and has performed over 5 jobs for us in the last 5 years.  We have provided the Revdex.com with a confirmation letter of the service request as evidence verifying we are their customer. The company performed a service evaluation and determined our water heater needed to be replaced.  We agreed to their terms and paid them in advance. The company failed to appear to 2 scheduled appointments without providing any notice. When we called to inquire why they failed to appear, Grace Plumbing offered no apology. They did not refund the $70service fee which went toward replacement of the water heater. They refunded the $250 upfront fee for parts/service. Since Grace chose not to replace our water heater, it is only appropriate that they refund all of the money. The warranty company does not forbid Grace from refunding the $70 service fee. Grace has chosen not to refund the money. Their response does not resolve my complaint. I would not recommend this company based on my experience with them.

Regards,

With regard to Complaint ID #: [redacted], we are currently working with [redacted] to resolve all his issues and get his carpet corrected. We have a project manager assigned to this task and should be resolved quickly [redacted] should be pleased with the results and withdraw his complaint.

Grace Contracting Services Inc. has completed all work for which we have been paid. When [redacted] told our guy [redacted] that she had already paid us for work, he  at that point asked for proof of payment.  [redacted] provided a copy of an insurance check which it appears she had endorsed...

to another company not Grace Contracting. We encouraged her to call the police to report the incident. Had we actually been paid for this job we would gladly have completed the job. The fact remains, simply, we still to this day remain unpaid.

Grace Contracting was called out by His Home Warranty Insurance to diagnose customers problem.  Technician proceeded to investigate the customers problem and called into customers Home Warranty Insurance with what he had found and cause of failure.  Customer did not have coverage with his...

Home warranty Insurance for us to make repair.  Home Warranty Insurances requires us to call their authorization department once we have diagnosed the customers problem.  We can not proceed to fix the customers issue if we do not get authorization to be paid for our services.  Our technician gave the customer an estimated price to resolve their failure to their fixtures.  Customer refused and stated he was cancelling his deductible payment that The Home Warranty requires us to collect for our diagnoses.  If the customer has a problem with the type of coverage he purchased from his home warranty company he needs to take that up with them.  Not file a complaint against a company that was under contract with his warranty company to diagnose his problem and report what we found to his Home Warranty company.  We preformed our job and regret the customer not understanding his contract with his Home Warranty Insurance.  We will not be refunding his insurance deductible and if he does cancel the payment we will be forced to bill his Home Warranty company and they will bill him for the service that was provided to his account.

Tech Notes for job:

   --- 5/12/2014 2:57:00 PM --- 

American home shield denied claim due to excessive pressure causing secondary damage to fixtures /pressure at 90+#'s daytime /pressure higher after 11:00 pm / customer does not have pressure reducing valve to home to protect against the secondary damage it causes to fixtures and home /autho#[redacted] /

Checked lavatory sink for stoppage in his sink m/b and found no stoppage no failure /checked tub stoppage in hall bath no stoppage no failure /

Checked hose bibb dripping at patio back yard failure due to excessive pressure /checked w/c fill valve to flush valve fill tube broken due to excessive pressure causing secondary damage to two piece w/c elongated master bath /also American standard wide spread faucet in master bath lavatory cold side his sink not working properly /cartridges also damaged due to excessive pressure and . will not cover any repair due to findings /

Cod estimate to install 1-1/4 pressure reducing valve at water service $500.00 price includes additional fittings to install prv /

Customer asked us to leave /the customer asked for his check back and has told me not to because this is for diagnosis /copay paid by ck#[redacted] $125.00

Customer was upset about it taking too long on the phone to ahs having to call twice and speak to two different reps. 

Customer coming up to van 3-times while I was on line to ahs /

This customer needs to pay us the monies their insurance company gave them for our bill. If this customer truly has quality of work issues then they need to let us in to repair those issues per arizona contractor law. We will not stop trying to collect on our bill. We will provide a good product for...

the work that was paid for. The monies this customer is holding are monies for demo and mitigation not reconstruction. Two separate contracts. And the asbestos abatement company will also try to collect their money if we aren't paid.

First this person making this complaint is not our customer. Nor do we have or did we ever have a contract with this person. We were called out for a plumbing leak in the wall. Upon examination the plumber determined that they needed an asbestos test before they could open the wall up to fix the leak. The place also had water damage and  needed remediation. The people on the site that we were sent to the people we have a contract with decided that he was right and they needed remediation, and therefore they contracted with us to do this. This remediation also requires to demo of the water damaged materials, requiring us to test for asbestos. We did. It came back positive. So we began the process of abating the asbestos to get rid of the damaged material and get the wall opened up so a plumber could safely fix the leak without being exposed to asbestos or exposing homeowner to asbestos. This was done as required by law. A certified asbestos abatement company was hired by our company to do the job. When completed we picked up all our equipment and got signed off that the job was completed. As part of the service we offer, we also offered under another contract. One that is paid in full to do some of the work of putting some drywall and paint back. This is complete and done and apparently the have quality issues with this that we will gladly fix. The bills for the remediation and the abatement must be paid we did that work, satisfactorily and all was completed as required by law and codes. We were the ones taken advantage of here as we issued credit to this homeowner and now upon completion of all work they are refusing to pay the bulk amount of the money owed, most of which is owed to the subcontracted abatement company. At the end of this job before we got paid this person making this complaint decided they would get involeverd and begin arguing with our a/r dept. about the bill trying to teach us how to tax jobs per arizona contractor tax law completely not knowing what they are talking about and doing anything and saying anything to try to get out of this bill for our contracted clients. This whole complaint in fact is an attempt to get out of paying their bill. We will sway we will not stop trying to collect our money. If there are quality issues with drywall and paint we will fix per Az contractor laws.

With regards to Complaint ID #: [redacted] entered into an agreement with our company to repair the damage done to her home as a result of a water loss for the amount allowed by her insurance company. Our company works for homeowners while working with the insurance company to restore the...

home to pre-loss condition. We agree to do the job for the amount of the claim. Sometimes we lose money doing this. The reason we do things this way is it keeps the homeowner from having to pay anything out of pocket other than the policy’s deductible. In this case the claim paid out $2135.69 to date [redacted] has paid only $1,859.65 of this bill. We here at [redacted] our confused by this as all of this was clearly explained before any work began. It seems to us that she is attempting to be unjustly enriched by her insurance claim.

This is not a customer of ours. Our customer is the home warranty company. This complainant is a customer of the warranty company.  Grace Contracting Services Inc. is under contract with various home warranty companies all of which require we collect service fees up front before making ant diagnosis. After the service fees are collected we are then to inspect the plumbing issues and report them to the authorization department of the warranty company.