May's Plumbing

This complaint is in regards to work originally perfomed  on Nov. 8, 2011.  At that time, we replaced the tub and faucet shower cartridge.  Because of the type of faucet she has, in addition to replacing the cartridge, we also have to replace the escutcheon plate, the piece that holds...

on the eschutcheon plate, and the handle assembly.  We also rerouted the dishwasher drain line and repaired leaks at the faucet spout and at the filter connection to the faucet.  At the time of scheduling as well as when the original work was performed we told her that we do not work on dishwashers - that if there was a problem with the dishwasher other than the drain line or or water line, she would have to contact an appliance repair company.  From Nov. 8, 2011 until now, we have never heard back from in regards to the dishwasher.
She called us again for an appointment on Aug. 1, 2012 because the handle to her tub and shower faucet.  Since we warranty our work for one year from the original date of service, replaced the handle at no charge to her.  
She called us a third time for an appointment on Feb. 22, 2013 because the handle broke again.  Even though she was well outside our one year warranty, we again took care of the issue at no charge.  
When she call back a couple of weeks ago, we told her that because is was almost three years outside of the original date of service we would have to charge her for the visit.  After speaking with the plumber who did the original work, as well as the callback visits, he said that the manufacturer was aware of the problem with this particular part, however, it is the only part they make for her faucet.  He said that that could waive the hourly fee but would have to at least charge for the service call of $60.00.  She was told that there would be no charge for the part as long as we could the replacement for free.  We also gave her the option of contacting the manufactuer herself to have the part sent directly to her.  
I did tell her that we have already replaced the part for free twice, one time under warranty and one time out of warranty and that even though we were aware of the issue with the part, as is the manufacturer, we could not -replace the part for free forever.  I also explained to her that in spite of the fact the manufactuer is aware of the issue, they do not make another part that fits her faucet.  I told her that we would waive the hourly rate but she woud have to at least pay the $60.00 service call or we could put in a different tub and shower faucet at full cost.  She said she would find another company to replace the part.  I told her that was her perogative but that whoever she called would charge more than $60.00.  
She insisted that we should do the work for free, even it had been almost three years since the original visit because it kept breaking.  I reminded her that we did not charge her for either replacement and that it 17 months since the last time, so even if we warrantied our work for one year from the date of the last callback, it was now five months past that last visit.
I told her that while I understood and sympathized with her issue, we cannot continue to do replacements without charging for our time.  I told her that if there any other part we could use, we would and that it was not our fault the manufacturer continues to produce a part that doesn't last.  I again told her that if she doesn't want to continue to the issue with her faucet handle, we could replace the faucet.
At this point she hung up on me.

May's recently did an excellent job replacing my toilet and cleaning up the grouting in the area. The service was first class. The plumber arrived on time, was technically extremely competent as well as very polite and friendly. He did a superb job, and the clean up afterwards was so thorough it looked as though I had an entirely new bathroom! Once again I was very impressed with May's work and would strongly recommend them.

Review: I hired May's Plumbing to replace the shower unit and fix a non-water emptying dishwasher. I paid over $500 for parts and labor. The dishwasher was never fixed, anhd when I called abot it he said "I don't fix dishwashers." The know on the shopwer is plastic and has completely cracked off 3 times. as he replaced it he would say that there is nothing he can do it is all the company send him. I suggested he needed a new supplier. It is now cracked off again and his very rude wife who is apparently the "business manager" tells me it is well past warranty so she can send her husband out to see if a whole new unit needs to be installed for which I would be charged.Desired Settlement: Free of charge. He installed a defective unit and needs to replace it.

Business

Response:

This complaint is in regards to work originally perfomed on Nov. 8, 2011. At that time, we replaced the tub and faucet shower cartridge. Because of the type of faucet she has, in addition to replacing the cartridge, we also have to replace the escutcheon plate, the piece that holds on the eschutcheon plate, and the handle assembly. We also rerouted the dishwasher drain line and repaired leaks at the faucet spout and at the filter connection to the faucet. At the time of scheduling as well as when the original work was performed we told her that we do not work on dishwashers - that if there was a problem with the dishwasher other than the drain line or or water line, she would have to contact an appliance repair company. From Nov. 8, 2011 until now, we have never heard back from in regards to the dishwasher.