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| - I scheduled J & H Plumbing to replace some existing hardware in one of the bathrooms in my home. Prior to my service, J & H Plumbing requested I send photos of the fixtures I wanted replaced and of what I wanted to replace them with. I loved this because it gave me reassurance that we could do this with just one service call. On the day of service, Adrian, the plumber sent by J & H, took a look at what was to be done, and stated that the Price Pfister hardware I had purchased could not be installed to replace my Moen hardware without tearing into the wall and replacing the valve (which I didn't want to have happen). THIS SHOULD HAVE BEEN TOLD TO ME BY THE PERSON REVIEWING THE PICTURES I SENT IN ADVANCE. I am not a plumber, so when I hire one, I expect them to do their due diligence to inform me. Adrian left without charging me (because he had done no work and knew I would be calling J & H back after I had returned my Price Pfister hardware and purchased Moen); however, he returned to my house minutes later saying that J & H was requiring him to charge me for a service charge ($62.50 after my $10 off coupon). If my plumber would have informed me of this hardware match-up necessity in advance, this service call could have been avoided.
Four days later, Adrian returned to install the hardware. On his invoice, he stated that his work was tested and was "OK." I was charged $319.45. We left to go out of town shortly after the install and did not have a chance to try it out until we returned a couple of days later. When my husband tried to turn on the faucet for the shower, it was nearly physically impossible (and he's a pretty strong guy). I called J & H, and they sent Adrian out again. This time he replaced a cartridge in the valve, and we were charged $169.30. On this invoice, he stated that it was not related to the work done a few days prior. If Adrian had truly checked the faucet when it was installed, this service call could have been avoided. It was NOT "OK."
I have used J & H Plumbing for several years and have recommended them to my neighbors and friends. Because of my great frustration this time, I wrote a lengthy email to Jon Hopkins, the founder of J & H Plumbing, explaining every detail and asking him to reconsider the charges we paid in light of the facts. He said the things I brought up were out of his control. I asked him to restore my faith in J & H and the goodwill that existed before this latest experience. Instead, he blamed me for buying the wrong brand of hardware (which he should have verified before the service call), and told me Adrian was honest and truthworthy and that the faucet worked fine for him when installed. I also am honest and trustworthy. I am not hard up for money whatsoever and am not distorting the facts to get reimbursed. However, I cannot stand silently by while being treated unfairly, so here I am. I'm scratching my head here about something Jon said on J & H Plumbing's web site: "I always consider the customers, and I don't take advantage of them." I feel very "un-considered" and taken advantage of. No more J & H Plumbing for me.
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