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Complaint Details
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Initial Complaint
07/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
A plumber from W.L. Staton Plumbing, Heating & Cooling came to my home on 7/16/2024 to diagnose a leak near a water heater. I showed the representative where the water was pooling and he told me what the plan to repair it was. After the repair was complete, and the bill of $480.67 paid, the plumber left, and I noticed he did not clean up after himself. So as I was cleaning up, I noticed water kept returning to the original problem area. Since this was only a few minutes after the plumber had left, I called W.L. Staton Plumbing, Heating & Cooling again and the same representative came back. At first the plumber claimed that the leak was from the gas line and he came up with a plan to fix it. I told him that it didn't make sense that gas would be creating puddles but he insisted. After a few minutes he realized it was actually water and where it was coming from. He said that this was because of a "new leak" and charged me an additional $530 to make the repairs. I believe that the first repair was unnecessary and the plumber misdiagnosed the leak and charged me for work that was not needed. I am seeking a return of the first $480.67 paid since that did not correctly resolve the leak.
Business response
07/31/2024
Hello Mr. ******, we are sorry to hear your experience with our technician was not satisfactory. At W.L. Staton, we are a customer-focused company and want to ensure every customer is completely satisfied with our work before leaving the home. I have forwarded this issue to the appropriate manager who will be reaching out to you to come to a resolution.Customer response
07/31/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, a representative from the company called me directly and and find that this resolution is satisfactory to me.
Sincerely,
******* ******
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.