Keil Plumbing & Heating, Inc.

Review: On July 14, 2016, I contacted Keil Plumbing for a follow-up on a loose connection caused by its plumber during shoddy work performed on Oct. 17, 2015, for which I had follow-up also done on Oct. 28, 2015. Both times I called for someone to look over and fix the original work; I clearly stated that the trip was not to be done by the original plumber and it was to correct something that he had not done right -- there was to be no new work done and no new billing. The first follow-up went fine; it concerned a different area in the bathroom. The July issue was a leak in the sink area, hidden by stored towels absorbing the water. There remains water damage to the vanity.

On July 14th, I repeated to the plumber upon arrival that this about prior shoddy work, and I explained how I knew it was from prior plumbing work done in haste. The plumber never stated that his purpose was to do new work. He had no permission to change out any parts, as I told him the issue is a leak from a loose connection left by the original plumber. I was present in the house the whole time, and no authorization was sought. All that needed to be done was to tighten the loose connection. Instead, the supply lines were taken out, which were less than 2 years old and had not leaked before the Keil plumber messed with them in October during extreme haste to get water flow to the bathroom to actually work. He had not tested that prior to presenting the $300 bill (paid in full promptly). His haste during Phase 2 included knocking a ceramic jar off a shelf above the sink (it broke), and also scratching my bathtub with stones embedded on his shoe bottoms.

The bill presented on July 14th is for $180, including $40 for 4 feet of tiny-diameter vinyl tubing plus 4 common nuts, and $15 is charged for "supplies." Time on site was less than an half-hour, including time for me to write on the face of the bill "Owner refused to pay for unauthorized work." Moreover, the new work is leaking, from a nutDesired Settlement: I want Keil to view the July 14th visit as follow-up without charge to me. If they can send a master plumber, I would like the new supply lines removed and my own supply lines replaced with proper, tight connections so that there is no leaking. I want a guarantee of no leaking and no charge, in writing, before any such visit.

Business

Response:

In response to the above referenced complaint. We have

reviewed [redacted] concerns along with our records and found the following:Our plumber, Daniel went out on Saturday, October 17, 2015

on a overtime call for a leak under the house. He found the cut-off valve to

the cold water to the shower was leaking. Since the home had no water cut-off

valve he shut the water off at the street to make the repair. He cut out the

existing ¾ valve and replaced it with a ball valve. He also installed a ¾ ball

valve on the main by the crawl space. He repaired the shower faucet. The cost

breakdown for this call is as follows:1 Hour overtime labor- $185.00 Materials- $113 Advertised Customer discount on Service Call [redacted] Total bill and by [redacted]2. On October 28, 2015 [redacted] called Keil Plumbing back to

check on the same shower faucet. Our technician found that the faucet had a [redacted]

spring trapped in the faucet body and could not be repaired. Replacement of the

faucet was recommended. Keil did not charge for this service call and [redacted]

did not call us back to replace the shower faucet.3. On June 14, 2016, [redacted] called Keil Plumbing & Heating,

Inc. and told the dispatcher that it was wet under her bathroom vanity. The dispatcher

told her we would pull out the paperwork to see what was done in October 2015. The

dispatcher called [redacted] back to let her know that no work was ever done on

the lavatory faucet, only the tub faucet. So Keil would have to charge her for

any additional work. On June 14, 2016 Keil sent a plumber. He found that both

hot and cold supply pipes were leaking under the bathroom lavatory. The cost

for this call is as follows:1 hour labor $125.00 2-24” vinyl supplies and assorted nuts & ferrells 55.00 Total unpaid bill $180.00As of this date [redacted] has refused to pay for the work on

the lavatory. Both the owner and the dispatcher have called and tried to

explain the work that was done and that we did not work on her lavatory

plumbing last year in October.The owner also offered to go to her house and personally

check on the work and make sure everything was done correctly. [redacted] refused

and hung up on him. We have no record of any work done to her lavatory supply

pipes in the past.If there is a problem with the work that was done in June,

the owner who is a master plumber would like to return to inspect the recent

work. We would certainly like the opportunity to resolve this matter.If [redacted] would like the owner to look at the work, please

let us know.

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. I am disputing the company's description of what took place.; the attached letter provides details.

I am not satisfied with this resolution because the company has only offered to inspect prior work. My complaint is not just the leak left behind but more importantly the unwanted installation of supply lines for which the company is demanding payment. The attached letter explains why there is no legal obligation to pay for unauthorized activity. I am also alerting the Revdex.com to price gouging by this company, as twice the materials used have been marked up excessively from the company's own cost for them, as described in my letter.If the Revdex.com cannot put a stop to this company's predatory practices, I will be reporting the company to the Virginia DPOR and Attorney General.

Regards,

Business

Response:

In response to the above referenced complaint and written correspondence

by the customer. We have tried to below the complaint from her perspective.Our concern is that the original service call was on October

17, 2015. The June 14, 2016 call that is was wet under the bathroom sink was

eight months later.If there was an active long standing leak for many months,

there would have been extensive water damage to the floor and the vanity.Turning a handle on top of a faucet would not cause supply

lines to leak under the sink. A leak from a supply line would have been

noticeable long before June 14, 2016 and would have caused extensive damage in

that time period.Our offer for the owner to check the work was an attempt to

talk with [redacted] in person. Since it was difficult to speak on the phone and

there was a lost connection.It is our objective to be fair with our customers and try to

understand the customer’s point of view. Without being able to view the work

and speak with [redacted] it makes it very difficult to offer and discounts or

accommodations.If there is a problem with the work that was done In October

2015 or June 2016; we would like the opportunity to see the problem. The information

we have presented is from the paperwork we have on file at our office. We would

like to resolve this matter in a way that is agreeable with both parties.If [redacted] would

Consumer

Response:

I have reviewed the offer and/or 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 and my comments in reply appear in the attached letter. In sum, Mr. M[redacted] of Keil Plumbing wants entry into my personal bathroom, and I reject that as a resolution or a step towards a resolution, as he will not be seeing anything in dispute. The leak no longer exists because the supply line has been turned off. Fixing the leak will also not resolve my complaint, because I do not want the supply lines installed by Keil Plumbing without prior authorization.

I have attached photos taken that show the leaks arising from Keil Plumbing's defective work on October 17, 2015, and then again on June 14, 2016. There are also photos showing water damage caused by the first leak.

Regards,