Complaints

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• Initial Complaint

  Date:02/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I posted a project of installation of 4 Bidet hand held toilet sprays on Thumbtack, a represenetive from Honey Go fix replayed to me and subsequently **** ******* came to my house. He looked at the bathrooms and gave me an estimate of 600$, he said "I will double check all the connections to make sure you will not have a leak". He completed the job on 01/23/2024, I paid **** 675$ on that evening. On Thursday 01/25/2024 ( 2 days after installation), the hot water pipe the was connect to the Bidet spray suddenly disconnected and leaked hot water in our bathroom. The leak continued for about 5 minutes before we turned the entire house water off. I called ***** immediately, and he came after about an hour, he explained that the hot water valve is connected with a plastic pipe to the sink and it leaked because it couldn't take the pressure from the Bidet spray. He replaced the plastic pipe with a Titanium ones, which don't have that problem and won't leak. Although he knew this information from the beginning. The hot water leaked through the roof of our living room, it also leaked through my children's room and closet. I had to contact a water mitigation company. They worked on drying the damage for 5 days and now part of the roof has to be replaced. I have kindly asked **** to take responsibility of the repairs since the leak happened less than 48 hrs after he worked on the very same pipe he worked on, he also was well aware about the fact that the plastic pipes can susceptible to the leak after he promised to make the appropriate connections to avoid the leak and so I paid 675$. ***** refused to take any responsibilities toward the damage that he caused to our house, which be bought less than 7 months ago. Honey Go Fix should take full responsibility of the repair for the damage caused by **** work. Thank you.

  

  Business Response

  Date: 02/02/2024

  *** ***********, 

  First, let me say that we never want our customers to experience an event like this. However, even when we do everything we can to prevent it, plumbing systems sometimes fail due to circumstances entirely outside of our control.

  We are sorry that we have not been able to resolve this issue prior to your complaint to the BBB. I know that you discussed this issue at length with one of our state licensed master plumbers, Evan, but we are happy to go over it with you again. We never want our customers to feel like they are unheard.

  In this instance, **** was careful to not only securely install all four hand-held bidets, but he also provided instruction on the proper use of the bidets. **** warned that the bidets needed to be shut off properly at the included valve with each use rather than merely allowing the handle to shut off. When **** showed up after the water pipe started leaking, he found that the bidet in question was not being used as instructed. Additionally, the pipe that disconnected had come loose from it’s pipe supports. This can sometimes happen due to water hammer from the improper use of the handheld bidet, but it is more likely to happen if the handheld bidet was yanked on. 

  You stated that **** knew that the plastic piping was not able to withstand the pressure from the bidet. This is a misunderstanding of the education that **** gave prior to the installation of the handheld bidets. **** did mention that the plastic pipe could be a failure point, which is why he left instructions on how to properly use the bidets. However, under normal use circumstances, the existing piping should not have caused an issue after installation of the bidets. These facts are reinforced by the lack of leaks or failure on the other three installations that were completed in the rest of the house.

  Although normal use would not have caused issues with the bidets as installed, **** had also offered to replace more of the system to make the fixtures more secure. We always give our customers options along with explanations of why we recommend certain upgrades. The recommended work to reinforce the system was declined.

  While all of this is unfortunate and we never want plumbing systems to cause damage to our customers homes, we cannot warranty existing systems that we did not install ourselves. This is why we have all of our customers sign a hold harmless agreement prior to any work being done. We explain beforehand what work or parts we warranty and what may happen when we install new parts on existing systems. At the time of service, you agreed with our explanation and signed the hold harmless agreement. 

  The original job you asked us to perform was to install customer provided handheld bidets. The bidets you had previously purchased and all other parts you chose to procure and schedule the installation for a second appointment; we only provided the labor. We do not provide warranties on any customer supplied parts, as we do not know the history of where they might have come from and cannot speak to the quality of the manufacturers that made them. 

  When you experienced the failure of your plumbing system, we did not charge you to come out as a late-night emergency service to help you repair the connection that came apart and restore water service to your home, even though this was covered by the hold harmless agreement and we were not responsible for the pipe coming apart. This service alone is normally hundreds of dollars, but we did it as a customer satisfaction service.

  We understand you feel that it is our responsibility to restore your home to the condition it was in prior to the water damage. Unfortunately, regardless of the hold harmless that was signed, it is clear that the installation was not the issue. The handheld bidet connection held for two days with no leaks. Under service pressure a failure would happen almost immediately. The best explanation for what occurred is improper use of the bidets, and the dismissal of the education and instructions that were given. We feel that we have already gone above and beyond for you. First providing a timely and reasonably priced service and second by going above and beyond to help for free with an issue that we did not create and had no obligation to resolve.

  Finally, as per the agreement you signed on this job, the limit of our liability is the original amount paid to us for the work completed. The emergency service that we did as a customer satisfaction is already worth more than the original value of the job we were paid for. We therefore claim that, while we cannot accept any responsibility for the water leak, we have more than fulfilled our contract to you and, even if we were at fault, we would not owe you anything further.

  We hope that you can understand the circumstances of this event. We do our best to provide affordable plumbing services to our customers and we never want them to experience damage to their home from failed plumbing systems. As it stands, we can only do our best to educate and perform the work the customer asks of us.

  Sincerely,

  ********* ******
  

  
  

  Customer Answer

  Date: 02/09/2024

  
  Complaint: ********
  
  I am rejecting this response because: 

  Thank you for your response. It’s much appreciated. I would like to highlight a few points and correct some of the informations you provided. Firstly, my self and my wife are both physicians and we are well able to understand Evan’s education about proper use, which included “Keep the valve shut after spray use to avoid water leaking from the spray itself around the toilet area, he didn’t mention leak in the main bathroom hot water pipe. Secondly, **** himself explained that the leak happened due to plastic pipe not been strong enough for the pressure from the Bidet spray. He replaced the plastic pipes with a titanium ones and it’s currently working well. In addition, during Evan’s first visit we discussed the possibilities of leak and he reassured that he will do the proper connections to make sure a leak doesn’t happen. Despite his knowledge with the plastic pipe issue he didn’t do any thing about it and we suffered this leak less than 48 hours after he worked on that pipe. 
  
  It’s clear to me that this water leak in a relatively new house is due to negligence from your representative, as he totally ignored his knowledge about the plastic pipe instability with the Bidet spray. This negligence has caused a lot of damage to our house. Finally, we paid high installation cost, so we could get an excellent service, unfortunately we had to deal with complications within 2 days of your service. 
  
  The cost of the repairs should be covered by Honey Go Fix LLC, since all the damage was directly related to their work and should take responsibility. 
   
  
  Sincerely,
  
  ******* ***********

  

  Business Response

  Date: 02/14/2024

  *** ***********, 

  I appreciate your clarifications on your side of the issue. Allow me to address them. 

  First, I would like to assure you that we are not making any claims as to whether you or your wife were able to understand the directions for use given by Evan. We simply stated that when we returned to your house to address the leaking pipe, we found that the bidet was not shut off at the included valve as instructed.

  Second, you have mentioned both in your initial complaint and in your rejection response that **** replaced the plastic supply lines with titanium. I’m not sure why you keep using that particular terminology. The metal parts that we put in to rectify the leak were not made of titanium, but rather stainless steel - this is a standard supply line style. In this response, we have also included photos, one which you provided to us, of the connection in question. The first photo shows the plastic supply line after it disconnected from the customer provided tee. As is clear in the picture, there was more than sufficient length on the supply line to secure it with the appropriate insertion depth. The second photo is after we provided with free emergency labor and parts to allow you to turn the water back on to your house. The stainless steel supply line is what you keep referring to as a titanium part. In the photos, it is clear why this would be our preferred connection method - it is a more secure product. However, the plastic supply line was serviceable and was the choice you made as a customer even when informed of potential issues. 

  Finally, you state that you paid a high price for installation to ensure excellent service. As stated in our first response, you actually chose to go with the lowest priced option we gave you. We always strive to provide excellent service to all of our customers, no matter the option that they choose. But you did refuse the options that were offered that would have replaced the existing parts that ultimately failed. Instead, you chose to save money by reusing existing supply lines and purchasing and providing all other parts yourself. We did inform you that this meant we could offer no warranty on the parts and if you feel that one of the parts used may have failed, you will need to address the manufacturer directly.
  Additionally, we offered to replace the same plastic supply line that failed on the other 3 bidets when we repaired the leaking pipe. This was refused because you did not want the extra expense. If you truly believed that the plastic supply lines were liable to fail again, you should have been willing to pay for the replacement at that time. 

  Honey Go Fix It maintains that we were not negligent i.e. did not fail to take proper and reasonable care while installing your bidets and advising you on the best options and care of your plumbing. You were given options and the reasons behind our suggestions for more than the most basic installation of the customer provided bidets. Ultimately, we cannot be responsible for customers choosing to go with adequate as opposed to more premium solutions. This is why we have specific language in our work contracts. 

  In the paperwork that you signed and attached to the original complaint, it states “we are not responsible for (a) personal injury, property damage, or loss to you or others arising from our work, except for the extent caused by our negligence or failure to perform the work in accordance to our contract between us. (B) Defective, damaged, or deteriorated lines, mold, lead piping, or other unexpected or undisclosed conditions, and the consequences of such conditions” Additionally, “we do not guarantee that our site inspection will identify all existing or potential problems.” Without agreement to these terms, we would not be able to do any work at all.

  We never want to see customers with damage to their homes, but we went above and beyond what is reasonable to expect. The only other option we would have had that was within your budget would be to refuse to perform the work at all. 

  Sincerely, 

  ********* ******