Soreano's Plumbing

Complaint # [redacted]
May 20, 2016
Soreano’s Plumbing has given concession concerning the hours (not charging for all of helper’s time or Ron S[redacted]’s on-site work).
Ron S[redacted] did not receive a request for a formal bid on the project.  We were hired on a time and material basis.
We always provide the rough-in materials and under-trim to assure the high quality of our work.  It is impractical to have the home owner provide the rough-in materials.  It would be like a home owner trying providing every 2 x 4 and nail for the carpenter.
Upon completion of the rough-in phase the [redacted]s, after explaining the concept of time and materials, paid the invoice in full.
Ron and Roger informed Mrs. [redacted] that it would take three days to finish our work.  We also informed her it would be week or so before we could start.  We gave her the choice; either continue to use Soreano’s or hire another person to complete her project.  She decided on Soreano’s. We proceeded in good faith because of our long standing relationship with the contractor [redacted] (20+ years).
We are requesting payment in full ($5,420.38).

May 9, 2016
 
Re: [redacted]
 
[redacted] contacted Soreano’s Plumbing August 2015 at the recommendation of [redacted] (her contractor). She was interested in remodeling her master bath. She contacted Roger via email.  She had inquired the price and availability of several...

corner jetted bathtubs. 
Roger has been the showroom manager for 31 years.  He has extensive knowledge of faucets and fixtures.  However, Roger does not give estimates on labor cost for rough-in or installations.
He had sent several fixture proposals to Mrs. [redacted] but she made no commitment to have us provide the fixtures.
October 15, 2015, we were asked by [redacted] to performed repairs on some dripping faucets.  She was invoiced at the labor rates we currently have.  The invoice was promptly paid in full.
November 19, 2015 [redacted] contacted Roger a second time inquiring price and specifications of corner jetted bathtubs.  A series of email correspondence followed, covering a variety of bathtubs.  She still made no commitment to have us provide the fixtures.
December 11, 2015 Soreano’s Plumbing was contacted by [redacted] (on behalf of Mrs. [redacted]) to schedule us to begin the [redacted] project on January 14, 2016. 
We have completed numerous projects with [redacted] dating back to 2005.  We have good rapport and respect for [redacted].
A few days before the appointment Tom call to postpone because of delivery problems on faucets and fixtures she had ordered on-line.
Our portion of the project did not start until February 3, 2016.
We were hired on a time and material basis.  We use quality rough-in materials.  We dispatched [redacted], our plumber of 33 years.
The rough-in portion was made more difficult due to the products ordered by Mrs. [redacted]. We finished the rough-in portion of the [redacted] project February 11, 2016. We sent an invoice for the work performed to date.  Mrs. [redacted] stated she didn’t understand the invoice.  We sent a more detailed copy of the invoice via email.
She paid the invoice in full after several emails and calls complaining about the cost.
We were contacted on March 3, 2016 to finish the [redacted] project.
We had trepidations about returning to the [redacted] residence because of the complaints of cost and the delay in payment. 
The plumber who did the rough-in and Ron S[redacted] discussed the scope of work remaining to complete our portion.  It would be approximately three days. 
We contacted [redacted] to explain the time required to finish.  Also, informed her she could have the work completed by someone else.
She responded yes to having Soreano’s Plumbing complete her project.  We were still not comfortable but due to our relationship with [redacted], we dispatched our plumber to finish.
We sent our plumber Mike, who has 19 years with Soreano’s.  It took the three days to finish.  Ron S[redacted] went out to the job site to aid in the completion.  We did not bill for the several hours Ron S[redacted] was working on-site.
We sent a fully detailed invoice for the finish work on April 6, 2016.  [redacted] again said she didn’t understand the invoice.  Roger resent it via email.
Roger called [redacted]’s phone leaving messages multiple times over the course of several weeks. 
We received no communication from [redacted] or [redacted] until an email April 22, 2016 to state they are refusing to pay the full amount.  Roger responded our position and requested the full amount due.
Here is a copy of our response sent:   
               [redacted] and [redacted],
 
 
We approached your project on a time and materials basis.  The project changed and evolved as it progressed.  We roughed in water and waste as required by the fixtures provided.
 
You were invoiced (#[redacted]) for the rough-in work 2/11/16.  You paid that invoice after a few emails to clarify our work.
 
When it came time to trim-out, Ron S[redacted] and the plumber [redacted] discussed the scope of work.  Roger called and talked to you saying it would be three days to trim.  Ron S[redacted] also talked to you, giving you the option to have us return or hire someone else to finish.
 
You agreed to have us complete the project.
 
Mike and his apprentice Dan were there 17 ½ hours on March 28 and 30th, you were only charged 2 hours labor for the apprentice.  The third visit, Ron S[redacted] came over to help Mike to finish the project.  Ron worked 2 hours plus which you were not charged.
 
We feel that our charges are fair and reasonable.  We expect payment of the full amount ($5,420.38).
 
We are still requesting payment of the full amount.
Thank you for your time and consideration in this matter.
 
 
 
 
 .

Complaint: [redacted]I am rejecting this response because:
We have WRITTEN and verbal estimates of $2000 for plumbing labor. Your final total is $10,200. 
We were told the initial labor would take one day. Instead it took three. (Instead of arriving at the scheduled 10am, Soreano's arrived at noon and after looking around announced it was "lunchtime".) We paid the bill within two weeks of receipt ($4779.66)  and expressed concerns, attempted to clarify our agreement and expectations, and moved forward in good faith. 
We agreed to the TWO days Roger scheduled to complete the work March 28 and 30, NOT the three days it actually took. Upon receipt of the final bill of $5,400, I called Ron April 15 with the stated intention "to understand the work that was done." He was so aggressively rude and hostile it was impossible to have a conversation. We sent a letter April 22 in which we tried to clarify what we had agreed to and stated,
"We would like to conclude this project with good feelings and are wondering if there are any adjustments you might make after reconsidering this?"
We agreed to supply everything and were NEVER consulted about the additional $1000 for materials. 
There have been numerous problems with the work you did: unevenly installed sink faucets, leaky shower heads, tub drain, sink drain, and pressure issues. These have had to be fixed by someone else.
We made four attempts beginning April 27 to pay $3500 (of the final bill of $5420) pending this complaint, but Roger REFUSED to accept payment! We have never refused to pay what we agreed to, however, we feel it is unfair (and illegal) to add unauthorized time and materials to the bill. 
We ask once more for you to please consider removing the unauthorized $1000 materials and the third day to finish your work as they were not part of our agreement. 
Sincerely,[redacted]