ComplaintsforRichard M. Crossan, Inc.

• Initial Complaint

  01/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We asked Crossan to repair a bathtub drain plug that would not hold water, slow leak. They came and said drain was fixed. They performed other services about which we have no complaint. After they left we discovered the drain didnt work at all!We complained and they sent a more senior worker who restored the drain to its original dysfunctional status. They explained that a better fix would require access thru our living room ceiling. We declined this and discovered after they left that they put 2 cracks in the tub around the handle escutcheon. I suspect they over tightened the fixture.I sent them a photo of the cracks and they responded the cracks in the porcelain were grey and therefore old. Our tub is acrylic! When I pointed this out to them they offered to wave their $210 service charge.A new tub costs ~$2,500, not counting instillation.I wrote back indicating I was not happy w this and would contact your office and the department of consumer protection. This was 2 wks ago and I havent heard back from them.Our date of service was 12/13/21. My contact at Crossan is *****************************. I have not paid the $210, nor have I paid $422.40 for the service on my furnace, about which we have no complaint.

  

  Business response

  02/10/2022

  Re: ***************************** 1/12/22
  BCP-************
  
  To Whom it may concern,
  
  I am responding to ****** ********'s claims that my Technician cracked his bathtub. ******************** is clearly making an effort to take advantage of my company and have us replace a tub that we did not damage. We worked on his tub drain, per his request, for a leak and non-functioning drain. The next day, he sent us a picture of the cracks in his tub claiming it was caused by the repairs. I have attached the picture and still have the original email, digital photo, which I can send you. It is very clear in the digital photo and somewhat clear in the printed picture I have attached, that these are OLD cracks. The cracks are dirty & filled with soap scum and have yellow staining around the outside. If these cracks were caused by us, the day before his claim, they would be fresh, clean cracks, not dirty ones. These cracks have obviously been there for some time and ******************** either never noticed them or is trying to have us replace a tub that we did not damage. I offered possible repair options that he could explore but he was insisting we replace the tub and was not entertaining any other option. The tub is still completely functional and will not leak based on where the OLD hair line cracks are. Out of a good faith gesture, I did not charge him for the plumbing repairs in question with hopes that this would appease him. It clearly has not and in fact, he is now refusing to pay for HEATING services we provided on the same day, which are completely unrelated to the tub issue. My family business has always pride itself in customer service since 1946. We do make mistakes at times and always try to resolve them in good faith with the customer. We have an A+ Better Business Bureau rating and this is the first time I have received a complaint from the ************s Office ******************* was very accusatory and threatening from the beginning with this matter, which to me shows that his intent was always to get a free tub out of my company. I believe the credit I have already given him for the work provided and knowing that he is not going to pay me for the HEATING repairs we made, is more than adequate compensation for something we did not do. I consider this matter closed but will seek Legal assistance from Attorney if ******************** views it otherwise. I will also go after ******************** if there are any false claims or company defamation on social media sites, which he has also threatened, which I have in email correspondence.
  
  Thank you,
  Bryan C******
  President
  Tell us why here...

  Customer response

  03/07/2022

  Thanks for getting back w me about my complaint. It seems to me that my only recourse at this point would be to take Mr Crossan  to small claims court. I’m 75 years old and don’t think I’d have a chance against him and his attorney. Perhaps its best to leave the matter as customer DISSATISFIED.
  
  Thanks again for your time/help
  
  ***

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