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Complaint Details
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Initial Complaint
02/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I had Oak Creek Plumbing redo my bathroom. I had used them before and was satisfied with their work. The pipes in my shower started leaking and I called them to see what needed to be done. I had just had an operation and had half a lung removed. I did sign a contract but do not even remember them coming here as I was so ill. A few high points-overcharged. Bathroom approximately 10x6 and they charged me $22,000.00, initially $1980,00 to paint the walls-about half the size of the entire bathroom. It took approximately a year to finish. Cabinets were wrong size-they ruined my bedroom floor. They wouldn't seal the grout in the floor and instead sent me a three page article on grout I managed to talk to the owner once and his comment was he didn't know why I was making such a fuss, after all "it is only a bathroom". Now the floor is leaking in the exact same spot that I called them for and for whatever reason, I cannot get a hold of them by either phone or email..HelpBusiness response
03/04/2024
Dear *************************,
To address your concerns promptly and effectively, we will be submitting your case to our insurance carrier for thorough review and resolution. A claims adjuster will be assigned to your case and will reach out to you shortly to discuss the next steps in the process.
**********Initial Complaint
02/04/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Bathroom remodel job that had many problems I've typed up the attachment and in bold and highlighted should allow you to understand all of the many issues I decline to pay the balance that Oak Creek Plumbing has requested at $9,071.64 this amount includes $500 in services fees for non paymentBusiness response
02/07/2024
Dear **************************,
We understand that, like any remodeling project, there may have been some challenges with your recent project. While we acknowledge certain issues that have occurred, we may not agree with all of the assessments you've made.
It's regrettable that despite our efforts to reach out over the past few months, we haven't received a response from you. This lack of communication has unfortunately led us to consider legal action, which is not a path we wish to pursue.
In the interest of finding a resolution and moving forward amicably, we have made a price adjustment on your invoice. Our aim is to put these issues behind us and avoid any further escalation.
We sincerely hope that we can resolve this matter without resorting to legal action. Please let us know your thoughts on the proposed price adjustment, and we can discuss how best to proceed.
Thank you for your attention to this matter, and we look forward to hearing from you soon.Best regards,
***************************
Item Amount
Contract Amount Prior to Payments & Discounts $29,296.46
Signing Bonus If Signed with-in 3 days of issue $(8,202.01) $-8,202.01
Change Order: Plumbing Repair $858.19
Change Order: Upgrade exhaust fan to include heater $867.78
OCP opened walls, there was an eroded wire, something that appears to have been happening over time and well beyond the time OCP had done the remodel, that was being dripped on, there was no sign of a plumbing issue, it appears to be coming from the roof. The electrician made the repair and OCP repaired the walls. $1,673.71
Service Charge 10/12/23 $103.47
Service Charge 11/2/23 $130.13
Service Charge 12/8/23 $132.08
Service Charge 1/5/24 $134.06
One time price adjustment, must be paid by 2/16/24 $-4,899.42
Total $20,094.45
Payments $15,922.23
Amount Due $4,172.22Customer response
02/07/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I have attached my reply to this non acceptance listing the reasons why I've not accepted, I've also attached the most current invoice Oak Creek Plumbing emailed to me on 2-7-24
Regards,
*********************************Customer response
02/08/2024
Hello
Attached is my rebuttal that didn't attach on my reply dated 2-7-24
Thank you.
Business response
02/09/2024
Dear **************************,
Thank you for bringing your concerns to our attention. We understand your frustrations regarding the issues that arose during the project, particularly those related to the existing condition of your property and the roof leak.
We acknowledge that significant effort has been invested in resolving these issues, and we apologize for any inconvenience caused by the delays. Our team has worked diligently to address the matters outlined in the contract, and we believe that we have fulfilled our obligations to the best of our ability.
While we recognize the challenges encountered during the project, we also want to emphasize the additional efforts and expertise exerted to deliver the final product. We genuinely regret any dissatisfaction you may have experienced despite our concerted efforts.
Regarding the settlement offer, we believe it represents a fair resolution considering the circumstances. However, we are open to further discussion and negotiation to reach a mutually agreeable outcome. We understand that legal action may be considered if an agreement cannot be reached, but we remain hopeful that we can resolve this matter amicably.
Please let us know if you would like to discuss this further or if there are any specific concerns you would like us to address. We are committed to finding a satisfactory resolution to this issue.
Thank you for your understanding and cooperation.
Sincerely,*********************
Customer response
02/12/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I respectfully request that OCP review all complaints sent on the 2 attachments. OCP's offer is still disregarding much of what is listed on the 2 attachments. OCP's errors led to far more than OCP's repairs for their own errors. My time, stress, worry and fear caused by OCP's poor workmanship, is worth far more than the amount OCP has offered. I reject OCP's revised balance.
Regards,
*********************************Customer response
02/12/2024
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I respectfully request that OCP review all complaints on the attached. OCP's offer is still disregarding much of what is listed on the attached. OCP's errors led to far more than OCP's repairs for their own errors. In response to your communication on the BBB, OCP has not considered many points in my original complaint. OCP has removed the charges for the light/fan/electrical that was not installed. OCP has removed the charges for the repairs required to correct their poor workmanship. OCP has removed service charges. These charges totaled $3,899.42 It appears OCP has added an additional $1,000 deduction making the total one time price adjustment $4,899.42. I am going to assume the additional $1,000 adjustment is in consideration of the $1,686 allowance for the electrician, whose time, was significantly reduced as the fan/light/gang switch were not installed
OCP has not made any consideration for the below listed and OCPs errors on the following:Demolition
Debris removal and disposal
Clean up
Caulking
No additional storage space required
Inconvenience of toilet removal (was advised it would not be a problem to keep toilet
operational)
Poorly designed vanity cabinet (the veneer is already peeling off in one area)
Drawers that do not self close as design was promised
Delay in ordering vanity countertop
Delivery of a countertop that didnt fit
Delay for a corrected countertop
No handheld shower was ever installed
getting the plumber back 4 times to fix poorly installed/leaking sink/fixtures
Unprofessional caulk on the countertop side splashes
A sink with no overflow hole
cleanup time for the drenched closet and basement after OCP sawed off the *** pipe
OCPs installation of supports over wire causing it to flex and poorly installed pvc piping that leaked water onto that same wire.
hours of work and personal time lost
I wholly regret hiring OCP, 4 months of problem after problem. I will not pay the amount OCP
claims I still owe, in consideration of all listed above.I also request a copy of inspection paperwork that was requested on 8-14-2023 and still not received
Initial Complaint
06/04/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I contracted with OCP to complete a tub to shower conversion and to install 2 floors. I paid the full amount of this project, $16,632.96 on 1-21-22. I was happy to pay this amount. COP started the project on 4-18-22. As of today, the project is not finished. The company is well aware of the issues. They keep telling me all issues are warranty issues, when they are installation issues. The biggest issue, the floors in the main bathroom and half bath, need to be replaced. The floor in the main bath has already been replaced 3 times. The floor sections keep separating and the floor boards are coming away from the wall and you can see where the glues coming off these sections. Because the floors had to be replaced, the toilets were removed and replaced several times. A plumber did come out to look at the toilets and installed a new float in one toilet. Bottom line on the toilets, there was never an issue until they were removed and replaced. I see I am running out of space so, to make this short, I am requesting $10,000.0 be returned to me because of the following: 1. Both floors will need to be replaced. 2. I will need to get new toilets and these are Kohler toilets that have to be replaced. 3. Three walls were damaged when taking out the tub. I need to hire someone to fix 2 of the walls. The entire bathroom will then need to be repainted so that the white walls and ceiling will match. 3. The shower doors, when they were FINALLY replaced, when the contractor took out the old door, it broke into a billion pieces. I have been vacuuming in the house and picking up glass shards outside since that happened. I need to place the dirt and the mulch since so much had to be removed. Other problems include: corner strip that was installed is coming off the wall. Caulk is coming off of one wall and yellowing on floor outside of shower. There is one scratch in one shower door. There is a scratch in the shower surround. Caulk is coming off of one of the shelves in the shower.Business response
06/06/2022
We do apolagize for the issues that ************** has communicated above. These are issues that we are aware of and our working with our partners, vendors and manufactures to resolve in a timely matter.
If ************** is requesting $10,000 to be returned to her, we encourage her to review the contract that she signed that covers on how to handle disputes.
Disputes
Owner and Remodeler agree to meet and use good faith efforts to resolve any disputes between them. All disputes not resolved at such a meeting arising out of this Contract, Remodeler and its subcontractors' performance of the Work, and/or claims between Remodeler and Owner relating in any way to the Project Site, other than lien claim foreclosure, shall be resolved by binding arbitration before the ****************************************** pursuant to its rules. The decision of the Board shall be final regarding all matters submitted to it and may be enforced in any court having jurisdiction thereof in accordance with the ********* Arbitration Act. Costs and attorney fees of the prevailing party at arbitration may be awarded by the Board, at its sole discretion.We will continue on the path of resolving the issues above unless we hear different from ************** on what our next step should be.
***************************
President
Oak Creek Plumbing Inc.
Customer response
06/06/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed
It has been 7 weeks since OCP started this remodel. OCP is stating they are working with the vendors on warranty issues for the problems with this remodel. All issues are installation issues. If they want to fix all the issues, when will they be coming to my home to fix all the issues? It is going on 2 months for this project. When will all of these issues be fixed? Please give me a date.Regards,
***********************Customer response
06/17/2022
I am writing regarding the above complaint I started against Oak Creek Plumbing. I did hear from Oak Creek Plumbing. ***** from OCP came to my home on June 10th. He was here for one hour and 45 minutes looking at all the problems. Since then, I have heard nothing as to when they will contact me or fix the many problems. This issue is not closed.Customer response
07/16/2022
I am also working with the State in regards to this complaint. It has been three months since Oak Creek Plumbing started my project. There has been little movement to resolve this issue. Oak Creek Plumbing has known about the 20 plus issues since late April. None of these issues have been corrected.Business response
07/18/2022
We are working with ************** as well as our vendors and partners to resolve each of the issues that ************** has stated. Our goal is to have this completed by July 27th.
Sincerly,
*********************
President
Oak Creek Plumbing
Customer response
07/18/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Please type your response here.]
IIf everything is 100% completed, that would be fine. I have not heard from anyone at Oak Creek Plumbing as to when they are coming to do all of the work.
Regards,
***********************Business response
07/19/2022
We are doing our best to get these items rectified in a timely manner.
Sincerly
***************************
President
Oak Creek Plumbing Inc.
Customer response
07/19/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Please type your response here.]
OCP has not acted in good faith or a timely manner. This is over 3 months they knew about all of thesei ssues. My home has been damaged, both inside and outside by OCP. Last week Thursday I broke my toe tripping over the carpet strip that was installed incorrectly. If all of the issues, which OCP is well aware of, are not 100% completed, I want a full refund. July 31st will be 3 1/2 months since this, in the words of ***** from OCP said, is/was a small and easy job.
Regards,
***********************Customer response
07/20/2022
Dear ****************,
I will let you know if and when I hear from OCP. I have been living with my house a safety hazard because of OCP, for over three months. In fact, last week Thursday, I broke a toe when I tripped over one of the carpet strips that was installed incorrectly. I will give OCP until July 31 to have this project 100% completed. That gives them three and a half months, from the day they started this project to finish it. If it is not finished by then, I want a full refund so that I can hire another contractor. I also opened a complaint with the State of *********. I will keep both of you informed.
Customer response
07/25/2022
Hi ***************** and **************** (BBB),
I am sending one email to both of you so you know what is occurring with my bathroom and Oak Creek Plumbing (OCP).OCP was here on Thursday, July 21 and Friday, July 22, 2022. They installed 3 new shower panels and installed the grab bars to where they can be used. They also tried to fix the 3 walls they damaged during demolition that occurred on April, 18, 2022.I had to take the weekend and spend time with family and friends so I could remove myself from what went on and what still all needs to be fixed.Tyler from OCP just came and I gave him a list of everything that still needs to be corrected. I do have to say, everyone who has come from OCP to do the installation are very nice. BUT, nice doesn't get the job done!I will attach a list of all the items that need to be corrected. The list includes:-Drain cover in shower is still off center.-Southwest of shower stall is still pushed/caved in.- The corner panel that was installed on Friday, doesn't match the color of the shower panels.-Orange peel that was put on the damaged East wall is falling off. That needs to be fixed before it can be painted.- The North wall that was damaged, still looks bad but, hopefully, once it's painted, it will look ok.- The new toilet topper, that I paid for and then paid OCP to install, has scratches on the bottom from when OCP tried to fix the damage on the wall.- The bathroom door needs to be cleaned from all the texture that went on it when trying to fix the damaged wall.- The toilet in the powder room is working ok. The toilet in the bathroom, at times, takes 3 flushes before everything goers flushed. The toilets are both Kohler toilets. They were working fine before they kept getting removed and reinstalled when OCP was trying to install the flooring. To date, the floor in the powder room was installed twice, the floor in the bathroom was installed three times. I do not have any date as to when the new floors will be installed.Speaking of the floors, **************, from OCP, knew in April, when the floors were installed, that the floors needed to be replaced. He finally contacted the owner of Floor Coverings International, the floor company that shares the same building with OCP on **** Road, on July 5, 2022. So, ***** took no action for approximately 9 weeks on the flooring issue. Because he took no action, for the bathroom floor, I picked a floor that, although wouldn't be my first choice, it was flooring that was in stock. As for the flooring for the powder room, the flooring company is still trying to find something close to what I liked for the powder room. If the flooring was taken care of 9 weeks ago, would I have had more choices?I do have to vent. First, I have to say, I was happy to give OCP money to do this, as ***** , from OCP plumbing said, this small and easy job. It may be a small job but this has been anything but easy.I did love the shower I picked out, until *****, from OCP, said, I picked out cheap acrylic shower panels. He said this to me on June 20th, when he came to look at the problems I told OCP about, weeks before. He took no action on the list of problems I gave him on june10. He then left a voice message, that I saved, on June 23rd, stating he is working on all the issues and he contacted all the vendors. Well, I did call him on June 24th, to ask him if he really did contact the vendors or just said he did because I contacted the State and filed a complaint with the State. Well, I know he didn't contact any of the vendors until at least July 5th.Then, there is the issue of raising the height of my showerhead. When I said to OCP the showerhead was not raised, I was told it was. I now know it wasn't because when OCP knew they had to replace the shower panels, OCP said they would raise the showerhead. I told them not to raise it because I did NOT want them doing anything new at this point. I need to. be reimbursed for this as I paid for OCP to raise the showerhead.Customer response
07/25/2022
Please excuse this. I hit send by mistake and still have more to say.What I should have also mentioned about the flooring, it was discontinued flooring. I would never have known this if there wasn't a problem with the flooring. Also, since it is taking such a long time to replace the flooring, I did break my toe tripping over one of the carpet strips and jamming my foot under the bathroom floor. My toe will heal but if the flooring would have been replaced months ago, this would never have happened.Also, the original shower doors were a discontinued model. I would never have known this, either, if there would not have been so many scratches in them. The shower doors that were installed on Friday are not the doors I wanted. While they are better than the discontinued doors, they were not my choice. Long story on these but the floors I wanted, *****, from OCP, said, yes, they can be ordered and to contact ***** at OCP to order them. ***** said the doors I wanted, OCP could not order. So, I will just live with the doors that are installed.I do have to mention, several items were removed from my house, hopefully, in error. The **** docking station, at my expense, and the Kohler showerhead were replaced. The outhouse nightlight, that my friend made, who has since passed, will never be able to be replaced.There are a few more issues, but I have to go to a meeting.I will just say, this would probably have cost me much less time if I would have just completed this remodel with my family. I thought by hiring a company to do this remodel, it would save me time any money. My house has been I disarray since the remodeling started April 18, 2022.OCP knew weeks ago, this is a very busy week for me. But they chose to wait until July 21, to start to fix these issues. ****** from OCP, has just let me know, he will be here all day today and tomorrow working on the issues that remain. Friends from ******* are coming tomorrow. They were supposed to stay by me but have made other arrangements because my house is still in disarray. So, last Thursday, I did not attend a Board meeting so I could stay home to see what was occurring with OCP. I am going to my meeting today because I trust ***** and I think he has actually ********* of the damaged walls. I also have cancelled my meeting I was supposed to go to tomorrow. Meanwhile, there will be 20 people coming over by us on Friday and I will NOT cancel that party!I will send another email to both of you tomorrow evening after OCP has left so I can update you as to what is going on.Thank you, both, for all your help,***********************.Business response
07/25/2022
We are working on takeing care of these issues.
Sincerly,
*********************
President
Oak Creek Plumbing Inc.
Customer response
07/26/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[The only reason I am rejecting the business response is, there are still issues ths t *** to be fix. Yesterday, was the first time, in a long time, that there was forward progress. I can't wait to see what is fixed today.Please type your response here.]
Regards,
***********************Customer response
08/05/2022
Good morning!Just a quick update:I was hoping to hear from the flooring company last week. I'm hoping to hear from them this week.As far as the shower, there is only a few minor adjustments and I am confident they will be cared for this week.I will update both of you by Friday.Have a good week,****** TietzCustomer response
08/05/2022
Hi Ms. ***************** style="color: rgb(34, 34, 34); font-size: small; font-family: Arial, Helvetica, sans-serif;">Per our conversation today, I am writing to state, I want a full refund of the contract price of $16,632.96 I gave to Oak Creek Plumbing for a tub to walk in shower conversion and new flooring for my main bathroom and powder room.I want a full refund because there have been problems since installation. I will not go into all of these, again. I will say, with the last fix of installing (**** & 7-22-22) new shower panels over the previous incorrectly installed ones, only created new problems. Two of the three shower walls, I can push in in many places. Also, the shower doors do not fit tight. Water gets on the floor when taking a shower. ****** from OCP, was scheduled to come yesterday, 8-4-22, but I asked OCP to not have him come. I did this for two reasons: First and foremost, I do not want OCP to come to fix any problems caused by this project. When OCP comes to correct a problem, new problems occur. Second reason, I had two commitments I did not want to reschedule because OCP was coming, again, to fix a problem they created.I have been most patient since April 18, 2022, the day this remodel project began. I cannot wait any longer hoping this project will ever be finished.As stated, I am requesting a full refund of the contract price of $16,632.96 from Oak Creek Plumbing.****************,Please leave BBB Complaint #******** open. I will keep in contact with you in regards to what is occurring with the State.Thanks, to both of you, for your help,****** Tietz************-home*********** - cell
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Customer Complaints Summary
3 total complaints in the last 3 years.
2 complaints closed in the last 12 months.