Pressured into unnecessary work with over-priced parts
We wanted two small bathroom drains fixed and a separate large bathroom fixed. We wanted to get new faucets for the large bathroom so they would all match and be easier to repair in future. We wanted all the fixtures in the large bathroom to match each other. We feel like Nasser Plumbing pushed us into making decisions quickly, even though we had waited a long time and the repairs were not urgent. They told us the faucets in the large bathroom couldn't match. We would have to get very different ones for the two sinks and the bathtub. For the other two bathrooms, they said that to fix the drains, we had to get new faucets. We agreed and paid for all the materials, though we felt rushed. They came twice to talk to us and evaluate, and then next day came back to do the job. When they arrived, they had a separate pop-up plug to fix each of the drains in the small bathrooms. They also had new faucets, even though those faucets didn't need to be replaced. They could only replace one of them because they couldn't turn off the water to the other one. So they should have realized they never needed to replace the faucets. They sold us two $350 faucets that we didn't need. We expected them to fix just the two small bathrooms that day, because they had said it would take a while to get the faucets for the large bathroom with the tub, but to our surprise, they showed up with the two sink taps for the large bathroom as well. It was a much bigger job than we expected. We felt like they hadn't listened to what we really needed. The new faucets for both sinks in the large bathroom look nice and work fine. As far as we can tell, all the plumbing work is very well done. The tub has not been done yet because we have mobility issues that have to be solved by someone else first. Realizing they sold us faucets we didn't need, we started looking up prices. We realize now we should have done this sooner, but they never gave us part numbers or anything in writing. The same Moen faucets that they sold us for $350 for the small bathrooms are available at another retailer for $110. They charged us $750 each for the Kohler faucets for the large bathroom, and we found them at the same retailer for $250. We would not have checked prices except that we felt taken advantage of by what happened with the two small sinks.
- Approximate cost of services:
- $6,000.00
- Company Response
Ann
When we initially discussed your project on May 5th, 2024, you mentioned the need to replace 8 bathroom taps. During our first meeting with Justin at your condo on Wednesday, May 8th, we discovered there was also two Jacuzzi Roman faucet from the 90s. We communicated several times that these European faucets are not readily available, and I took the initiative to source out 5 different Roman style faucets, providing you with pictures and prices for your consideration. After some deliberation, we agreed on which faucets to install. Additionally, I informed you about the modern faucets that come with matching pop-up connectors, unlike the outdated ones you had .
You requested a second consultation on May 9th, during which we finalized the pricing details, and you authorized us to proceed by providing a cheque for the materials . All the faucets were delivered as planned, except for the two custom Roman Jacuzzi faucets, for which I informed you about the lead times. Despite the option for you to source your own faucets and materials you preferred us to handle everything.Again I have sent you pictures and pricing for everything.
We had thorough discussions about the significant task of replacing the Jacuzzi tub faucet, including cutting into the pink Italian marble to access the plumbing underneath. Both you and your husband approved the plan.
On Saturday morning, May 11th, Justin and I began removing the old faucets, cartridges, and associated parts. We encountered challenges such as clogged drains filled with hair and improper ABS plumbing, which we rectified by replacing them with soldered fittings, as per building code. All theses faucets seem to be never repaired or serviced in 20 years . Despite the unforeseen complications, we completed the work and you expressed your satisfaction with the results, promptly settling the payment.
Subsequently, on Monday, May 13th, I informed you that the remaining faucets were ready for installation. However, you decided to postpone the replacement of the Jacuzzi faucets to a later date. We had discussed that we were going to replace access panel after the work was complete for the Jacuzzi tubs. All this was discussed with you before proceeding all the work.
In a follow-up call, you expressed overall satisfaction with our work, although you mentioned a slight issue with one sink drain, which we agreed to address during the next visit. However, when we offered to proceed with the remaining faucet installations, you indicated that you were not yet ready.
It's disheartening to learn that your experience was not as positive as we strive to provide. We maintained transparent communication via email / text and pictures throughout the process and remained committed to fulfilling our service promises. We are still ready to proceed with installing the remaining faucets and the slow draining pipe whenever you are ready.
We value your satisfaction and are dedicated to resolving any outstanding concerns. Please let us know when you would like us to proceed.
Sincerely,
[Azan ]
Nassar Plumbing