ComplaintsforNugent Plumbing & Pumps, LLC

• Initial Complaint

  08/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I initially approached Nugent Plumbing to address an ongoing issue I was having with orange/pink staining in my showers and toilets from the high iron/chlorine content in the city water supply.When the team came out to perform an estimate and diagnosis, I showed them the problematic areas and expressed that I thought the solution was a water softener, as this is what I've previously had in past homes to address this issue.However, the team then proceeded to assure me that actually, a Big Blue whole house filtration system was the right solution to address this issue, and *not* a water softener system.They charged me $1,045.69 for the job, and proceeded to complete the installation a few days later.Fast forward a day--I walk into the laundry room, and there's a puddle of water underneath the Big Blue filter housing with water leaking out. The team then came and installed yet another Big Blue filter housing.A few weeks later, I started to notice intensely brown water accumulating in my toilets and severe brown stains building up in my showers--far worse staining than before.Upon arrival, he proceeded to tell me that a Big Blue filter would never address an iron/chlorine buildup issue, and that what I actually needed was a water softener.**** spent the next 10 minutes trying to tell me that his team never would've suggested a Big Blue filter to solve this issue. However, I wasn't even previously aware of a Big Blue filter, so this is complete nonsense and a total fabrication of the facts.**** then recommended I have a water softener installed and quotes me $3,900 for the job. I then had 4 separate plumbing companies come out to give an estimate of the same job. Each company gave an estimate of between $1600-$2000.**** Nugent called me a week later and declined a refund for the Big Blue filter installation, saying it was me who requested the Big Blue filter, and that his team was pushing to have a water softener installed the entire time.

  

  Business response

  08/29/2023

  Good Morning, 

  In response to the complaint submitted by ******************, we do feel that it was communicated properly the type of equipment recommended from our first meeting. Although we see differently on his timeline of events, we have provided ****************** with a full refund per his request and would like to move forward amicably. 

  Thank you,

  **** Nugent

  Customer response

  09/05/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

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