Ralph D. Russo Plumbing & Heating, Inc.

We had 4 items that we needed addressed:
1. Shower control fixture needed to be replaced
2. Wash basin faucets needed to be tightened
3. Water filter underneath kitchen basin needed to be replaced (we provided part)
4. Leak in wash basin in bathroom needed to be fixed
This took 4 visits over 2+ months to get resolved.
- Visit #1.
- Cost of coming out was $130 + $130/hour . For #1, after 2+ hours of trying to figure out what was the issue with #1, the plumber suggested (after looking at the manual for the fixture) that I purchase a part from the manufacturer. For #2, they couldn't figure out what was needed but said they would get the part. They addressed #3 and #4. Total cost for Visit #1 = $360+
- Visit #2 (a month later after I called them)
- I ordered the part for #1 based on what they told me from the manufacturer. That part cost $75. They were supposed to get the part for #2, but never called or let me know that part was ready. Visit #2 lasted another 2+ hours. They fixed #1 partially (using their own parts after all, saying the part I ordered was incorrect). They fixed #2 entirely using their own parts. They said they would come back with the remaining parts for #1 that evening and fix. Cost for visit #2 = $423. I was, however, able to use the shower from then on (but it had taken them a month to come back).
- Visit #3
- Cost to come out $68.
- I had to call them 40 days after visit #2 to remind them that they needed to come out with the remaining parts for #1 to fully fix the issue
- Took 2+ hours onsite including time to 'saw down' the part to size and fix.
- Cost of visit $475.
Total cost = $1250+
Total time taken = almost 2 months
Does that make sense for 4 items that did not actually require any structural plumbing changes?

Review: On July 31, 2014 a technician from Ralph D Russo plumbing was called to my home to remove drywall from a finished room and replace a broken pipe which had leaked water and caused damage in the room. Upon completion, we paid for the services. However, on October 2, 2014, when we attempted to reinstall the drywall as part of the remediation of the room, we were notified by the general contractor that the pipe installed by the technician on July 31, 2014 was far too long and would need to be shortened to allow the drywall to go back up. Again, this was a finished media room and so the understanding would be that it would be refinished.

We again called Ralph D Russo plumbing and explained our issue, and they sent an additional technician to come back and repair the previously erroneous work. We expected this to be the end of the matter. The we received a bill for the work done on October 2, 2014. We called and spoke with the office manager who threatened to "sue us" if we didnt pay the new invoice and that they would put us in "collection". Following a second call to discuss, we were promised that the proprietor of the business would call us to discuss. This never occurred and they have continued to send us invoices for the outstanding amount.

This is clear cut predatory business practice. They did improper work the first time, and then are trying to charge us for coming back to fix their mistake.Desired Settlement: Removal of charges from work completed on October 2, 2014 which was necessary to fix their initial mistake.

Business

Response:

I am sorry I did not responded sooner, it has been very busy. Our office sent Mr. [redacted] a statement in the beginning of December, (they did not know the bill was in question). Mr. or Mrs. [redacted] called our office to complain because they disputed the invoice. At that time without consulting me they removed all charges (12/19/14 $230.90). The problem with the original install was not that we installed two long of a pipe. We had to replace a frost free lawn faucet. We carry a good selection of parts on our truck but did not have a 4" valve (as needed). We installed a 6" valve and showed owner. Our option would have been to drive to supply house and buy a shorter valve, owner would have been charged for that time.