Ray Stovall Plumbing

Review: I have an American Home Shield Warranty (AHS) and I contacted them when my two showers were whistling and leaking and my kitchen sink would not stop dripping. AHS sent Ray Stovall Plumbing to my house and I paid them $75, per the contract. According to the technician, parts had to be ordered and he could not fix anything. But, the technician did manage to break my shower faucet control when he took it offit was very loose making controlling the shower temperature difficult. When I called Ray Stovall Plumbing to ask them to fix what they broke, I was told that they would fix it when the parts for that they ordered came in. I had to wait 2 weeks for Ray Stovall Plumbing to come back and fix what they broke. The earliest that Ray Stovall Plumbing could come to my house was March 13. I spoke to them to schedule this appointment on March 6. At this time, I asked them to come in the afternoon because I had MD appointments in the morning that were important to attend. I was told that this shouldnt be a problem. However, on March 12, I was called by Ray Stovall Plumbing and told that they were coming in the morning. I told them that this was not convenient and I had been told they would come in the afternoon. I was told by the operator that if I didnt want them to come at this time, then they wouldnt come to my house to fix my plumbing. I was told by Ray Stovall Plumbing that per my AHS contract, I have to make myself available at any time for a technician to come to my house. If I was not going to be available at this time for them to come, then they would not come to my house. When I asked to reschedule, I was told no.Because I wanted my plumbing fixed, and because I had already paid $75, I acquiesced and had to allow Ray Stovall Plumbing to come to my house in the morning (I had to rearrange appointments). When Ray Stovall Plumbing came back with the parts they did not fix the shower faucet control and they further broke the shower because it now leaks. When I spoke to Ray Stovall Plumbing to ask them to come ASAP to fix what they broke, I was told they could come Saturday March 21. I specifically asked them to come in the morning. On March 20, I was called and told they were coming in the afternoon. On March 21, technician [redacted] came to my house. He walked into my house without any tools to fix anything. When I showed him the problem, he went back to his truck to get his tools (took him about 10 minutes). He then came back and determined that he needed to order more parts and he couldnt fix anything including the loose shower faucet. [redacted] told me that all shower faucets have some play in them and that mine was normal. I have an identical shower in the guest bathroom that does not have this play in it and this shower did not have the play in it prior to technician Ross breaking it. [redacted] developed attitude with me and I kicked him out of the house. I called Ray Stovall Plumbing and they did not careI even asked to speak to Ray Stovall himself, but was told that was not an option. Unfortunately, because I am using American Home Shield I have to let Ray Stovall back into my house to fix the problems that they broke and couldnt fix in their 3 trips out here already. In the meantime, my shower faucet handle is loose and the shower still leaks. My complaints with Ray Stovall Plumbing is that they are incompetent plumbers who break more items than they fix. They are rude on the phone. And, they do not accommodate customers schedulesinstead, appearing to schedule appointments when they know that it is inconvenient for the customers. I highly recommend staying away from Ray Stovall Plumbing.Desired Settlement: 1) $75 service fee fully refunded since the services have not been rendered. And, allowing AHS to find me a new plumbing company. Or;2) A qualified plumber, with the correct tools, to come to my house at my convenience to fix the items that are broken. This means they would call me, ask me when is good for me, and then show up within a reasonable window of time to fix the items. Telling me they will be at my house on X day between 12-5 is unreasonable as I have already done this 3 times.

Business

Response:

We went to Customer's house from a ticket we received from American Home Shield on 3/11/2015 . One of our plumbers went out there he diagnosed that the customer needed two spouts because that was the problem . The plumber also noticed that the shower wasn't coming out of the shower head correctly and so he took the handle off to see if the it was put in upside down , but it wasnt . He put it back and it started working better but not as good as it should have so ,as per customers contract with American Home Shield we had to order parts . American home Shield did not cover to replace it . We ordered the specialty parts(during those winter storms) and when they came in we installed them on 3/11/15 Everything was working properly for two weeks then we received another ticket from American Home Shield . The customer said he was still having problems so we sent another technician to diagnose the problem . When that plumber arrived he noticed it was leaking so he said he needed to order a cartridge to see if that would work , as per contract with American Home Shield we must fix , not replace . Customer got upset and started to verbally abuse my technician and sent him out the door .

Review: Our hot water busted overnight, leaking through our kitchen ceiling. We contact our home warranty company American Home Shield as we have been in our home less than a year.They set up an appointment with Ray Stovall Plumbing - we knew we had to pay the $75 service fee to them and we did.They came out and quoted use $765 worth of code and permit changes required to change out the hot water heater that was covered under warranty. So AHS was coving install and labor of the hot water heater. This $765 was strictly code and permit fees that were not optional according to Ray Stovall.I call Ray Stovall customer service and they lady was very rude, said we should have paid for better home warranty to cover code changes.We call for a second option with Big Branch Plumbing in Covington. They came out and made the changes. He looked at their quote and said none of the code changes were required. We did have to pay for the new drain pan and permits, under $200. So my question is why the $765? That over $500 in work they were trying to sell me that were not required. The city inspector came out yesterday and inspected the new hot water heater and said everything was perfect. So the code changes they said were required - were in fact not. That is dishonest business - period. It is taking advantage of people who hire you to be the expert. If we continue to allow businesses like this to operate - it takes away from hard working people.I have Ray Stovalls quote documenting the "required" code changes and the completed work and city inspection showing it was completed without the changes.Sadly, because I wanted to work with an honest company, I had to pay more out of pocket because they were not AHS approved.Desired Settlement: Recorded on their business file and action taken if this is not their first scam.After fact, I found multiple complaints on YELP, for this exact thing. They have a scam going with AHS. AHS sends them the business and then they up charge unknowing customers who just need their homes repaired.

Business

Response:

In order to review this better we need a copy of the other plumbing company's invoice .What we quoted was correct according to the 2014 Plumbing Code Book .

Review: I have a home warranty with AHS. My warranty had this company come out for a service call. This is incident was the second call from this company. The first call, Stovall Plumbing tried to force me to install extra vents and plumbing lines that was not covered by the warranty.This second call, Stovall Plumbing wants me to pay over $300 to install another clean out, that is not covered by the warranty, to fix the problem. I already have multiple clean outs in place . The technician is lazy and dishonest. He wants to have more work that is not covered by my warranty because he does not want to do the work.Desired Settlement: I want this complaint to be visible when someone looks up Stovall Plumbing on your website. I do not think that a business that mas multiple complaints against them and is a dishonest company should not be a member of the Revdex.com.

Business

Response:

We are only allowed to fix the items covered under his policy and under the customer's policy American Home Shield did not cover these items . We left the customer a discounted rate because he is under American Home Shield . The problem is not with Ray Stovall Plumbing . Per our contract with American home Shield we can only fix an item if they say we can . With this customer's policy he did not have the coverage .

Review: Contracted them through American Home Shield. Ray Stovall Plumbing LLC did the repairs OK, but left our garage freezer unplugged, ruining lots of products and costing us money.When I called to discuss the situation, they flatly denied any wrong doing, basically calling me a liar.Shame on the company that does not own up to its mistakes. I will be doing what I can to avoid them, and advice everyone to do the same.Desired Settlement: I would like the company to own up to their mistake, apologize for the way they've handled my complaint, and compensate me for the products lost.

Business

Response:

I have spoke to the both Mr and Mrs regarding this situation and have come up with a mutual decision .

Review: On April 4th I placed a call into American Home Shield, my warranty company for a hot water heater issue. I rec'v notice that Ray Stovall would be handling the issue. A technician came out on April 7th. He informed me that my water heater needed to be replaced, but that the current set up did not meet code. He gave me an extensive quote for what AHS would cover and what they would not. Non covered modification costs came out to $945. This did not include almost $1200 of covered costs. Total, my visit was quoted at over $2200. The next day, I informed AHS that I would be proceeding. I called Ray Stovall to set up a repair date. I specifically asked if I needed to be home. I was specifically told that I did not. I verified the day before my repair date that I did not need to be home. The office clerk even had to call me back after speaking with the tech to ensure he was sure all repairs could be done without access to the home. I placed a check for the full amount in a hidden location. On April 12th, repairs and modifications were "completed." My hot water heater is leaning, there are holes in my door which can no longer close. I asked for a redo - a tech came out again and agreed, the work was done poorly - this was April 27th. After rec'v zero contact to schedule the re-work - I called on May 5th and was informed that there would be a $125 trip fee to address my concerns as it was not their fault I was not home and he could not do the repair adequately (admission of inadequacy). However, out of the 3 things needing to be done - the owner is only alleging needing access to the house for 1. All 3 were done poorly and unsafely. I asked the office clerk to inform he owner I would not pay a trip fee, for the reasons stated above, and that I wanted to resolve this matter peacefully. After again, rec'v zero contact, I called today (5/9) and was informed the owner would not proceed without an inspection - which does not monitor quality. I asked for a 50% refund as all of the work will need to be redoneDesired Settlement: I have offered the business multiple ways to correct his wrong. I have asked for the work to be redone. They declined. I asked for a partial refund - as all of the work that I paid for out of pocket will need to be redone - in addition to now needing a new closet door. I have advised the business that I will address the issue in small claims court, but they still refuse to correct the issue. To date, 13 phone calls and 4 weeks have elapsed since my contact with them to express displeasure.

Business

Response:

Ray Stovall Plumbing replaced the water heater at the customer's home on 04/12. The water heater was installed and modified to meet the 2016 State Plumbing Code requirements. The customer complains that the water heater is leaning, and there are holes in her door and that the door no longer closes.

Review: My wife and I are on fixed income and have a home warranty company and called them about a leaking hot water heater. After calling them, they dispatched Ray Stovall plumbing. Upon arriving we were told that the hot water heater had to be replaced and would have to be installed per the new Kenner code. We had no problems with the upgrades except the automatic shut off valve. When replacing our hot water heater we were told that we needed the automatic shut off valve due to Kenner code. They charged $425 for this valve which retails for $125. This valve is also NOT needed per the Kenner inspector for a hot water heater change out, only in new construction. I asked the company to remove the valve and refund my money but they will not talk to me about this issue. For over a week I have been told that only the owner can decide if they are going to refund our money but they will not let me talk to the owner.Desired Settlement: We would like the valve removed and our money refunded.

Business

Response:

Dear Revdex.com,

In addressing the first complaint. The flood stops that I purchase from a local plumbing supply house. And I know they mark up the price. I pay way more than 125.00. The customer stated that they found that price on line. I do not order parts on line because they do not back the product. And if they will warranty the part it must be shipped back causing delays that can be weeks. Using a local company I get instant replacement service no questions asked. Plus I mark up my parts and charge for the labor to install. This is a business and we must make a profit to stay in business.

Complaint 2. Customer is stating he has never spoken to the owner. That is false. I am the owner and the one that installed the unit and explained in detail what I was installing. What it was for and how it operated. I’m in the field every day and can be hard to track down that is why I pay supervisors& managers. They have the power to deal in my stead.

Complain 3. Removal of flood stop. Plain and simple we will not remove the flood stop. With out this device the customer’s home is in danger of flooding. The flood stop detects leak and shuts down the supply to the heater. Once this is done there is no way on earth that more than 50 gallons can flood and in 99% of the time is way less. Once the water is shut off all pressure is lost in the tank leak greatly slowing down ( if not stopping completely) any further water from escaping. Whether or not the customer is home. With out this system Thousands of gallons water could flood the home causing tens of thousands of dollars in damage.

Complain 4. When the heater was inspected I sent plumbing supervisor [redacted]. He stated that the inspector said it was not required but recommended. The Inspector also stated that he recommends the type that sounds and alarm when water is detected. This unit does sound an alarm when water is detected and beeps when batteries are low. The inspector told the customer Kenner only requires this unit in new construction. So in Kenner if you have a new house you must protect it from flooding. If you have an older home we don’t care if it floods? Well as a company we care. Plus we want the customer to have as much protection against damage as possible.

Solution

The problem is in the difference from required and recommended. I have already had a meeting with all my plumbers and trained them on how to present this safety feature to all future customers. In Kenner only. No where on the invoice does it say required or recommended.

I will refund the customer 200.00 because of the confusion I will not remove the unit

Thank You

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. While I do not agree with all of the statements made, I will accept their offer. How and when do I receive the $200.00 refund.

Review: Ray Stovall Plumbing company was sent to my home via contract through AHS. I have never had drainage issues only food backing up periodically. The plumber "snaked" via the p-trap, created a blockage, and bathtub filled half way w/ black smelly water. I was then quoted an outrageous amount to cut a hole in my wall and pipe in half to install a clean out. In the end result, the plumber did not explore any further options than what was quoted and left my home w/ a clogged non draining filled murky water tub. The company would not return my call to send another technician to remove the water out of my tub since the previous tech had no resources (vacuum) to do so. I called to speak w/ a supervisor whom was rude and unprofessional and frankly had no concern for the poor customer service provided. In the end result, another company was hired to fix the problem created by Ray Stovall technician because they are not a full service plumbing company; limited equipment and limited job duties they are allowed to or know how to perform. They are a scam through AHS.Desired Settlement: .

Business

Response:

According to this customer's policy American Home Shield does NOT cover for our Company to go on the roof to clear a stoppage . Our company cares about American Home Shield customers and what American Home Shield will cover for them .

I called Ray Stovall Plumbing on monday 2/1/16 and an appointment was given on Wednesday 2/3/16. I explained to them I've been without hot water since Saturday 1/30/16. I also expressed my concerns of having a one year old daughter with a medical condition. When they came out on Wednesday they verified the control valve went out and had to be ordered through Coburn's. They advised me that they should have the part by that Thursday or at the latest, Friday. Well by Friday afternoon no one called to update me about my parts. I had to call Monday to find out what was going on. They said they were still waiting on the part and it should be there by that afternoon. Amanda at Ray Stovall Plumbing scheduled me for Wednesday their next available appointment. I called Coburn's because something just didn't seem right. Well Coburn's said that Ray Stovall Plumbing has had my part since last Friday and that they were able to verify that through my home warranty American Home Shield. So not only did they fail to follow up with me, they lied to me about the part order. When I asked to speak with a manager, Amanda the girl I was speaking with at Ray Stovall Plumbing said "she was the manager." I then asked for someone above her and she said that would be Diana [redacted], but she is out of the office and wont be able to contact me unil Wednesday. So now my one year old and I have been without hot water for over almost 2 weeks not because parts had to be ordered but because they dropped the ball, and on top of that insulted me by lying. The lack of concern shown for the customer was completely unacceptable and unprofessional. This is not the way any customer should be treated and I hope no one else will have to experience the inconvenience and mistreatment that I did.

Review: My husband put in a claim to American Home Shield (AHS) because the sump pump for our sewer wasn't working. AHS sent me a confirmation email stating Ray Stovall Plumbing would be handling the call. My husband called Ray Stovall Plumbing because my husband knew that plumbing was not what we needed. My husband asked the man on the phone, "Does your company fix sewer problems?" The man said, "yes". Well, a man came out and took one look at my problem and stated they DON'T fix sewer pumps and he doesn't know why AHS keeps sending him out on these calls. He called AHS to get my sewer fixed but the lady said I din't have coverage. After AHS representative hung up, the man told me he still had to collect his service fee of $75.00. I looked at him and said that my husband called and he was told that this company fixes my problem and all he did was walk to my sewer with me. I gave him the service fee, but felt like that company screwed me because a call was placed by my husband days before the company came out to see if they could fix the problem and told yes. Needless to say, my sewer is still broken but it is in the process of getting a call out from AHS because I do have coverage. I am aggravated because the man on the phone lied to my husband about fixing a sewer pump and asking for his fee after he made a phone call to AHS. The man told me that the company can't tell us that they don't fix sewer problems. Sounds fishy to me. The man couldn't give me a receipt and told me I needed to call his office and have one emailed to me. What company doesn't carry receipts?Desired Settlement: I would like to have my service fee back because the man on the phone lied to my husband. We would have called a sewer company ourselves to have it fixed if the truth would have been told to us up front. I also spoke with AHS and they said the man CAN say whether or not he can fix sewer pumps, so there again anther lie. I just want my money back for a service that was not provided.

Business

Response:

TO whom it may concern ,

We received a phone call from American Home Shield , Mr. Richard's Home warranty company , on 10/18 asking our company if we work on Sump Pump's we told them yes and so they sent us the call . Our company does work on sump pumps , but when the tech got out there he found out it was not the sump pump it was the injector pump . If American Home Shield would have told us it was for an injector pump and we would have said we do not work on injector pumps ..

The service fee is 75.00, this is for our company to go out to the customers home for diagnosis and is required payment on their policy.

The customer's problem is with American Home Shield not with our company . We went out and diagnosed the problem as per our contract with American Home Shield and received the diagnosis fee as per the customer's policy.

If American Home Shield wants to give the customer a coupon for the mistake they made they can.

Thank you to [redacted] for bringing this to our attention , we have now spoke to our customer service representatives and we will question the American home shield representatives about the nature of the problem before getting the service call and we will question the customers as well . We now have a written definition on our company board as to the difference between a sump pump and an injector pump .

The service fee was due at the time of diagnosis per [redacted] contract we collected the service fee as per our contract we have with American Home Shield there will be no reimbursement .

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

My problem is with the plumbing company. A call was placed Friday by by husband and asked if this company worked on sewer sump pumps. When my husband saw it was a plumbing company, he knew that the comapny was NOT the right company and that's why the call was placed to Ray Stovall Plumbing. The man that answered the phone told my husband that they could fix the pump. My husband stressed that it was sewer. If the plumbing company would have answered honestly and said they don't work on sewer then this would not even be an issue. Yes, my contract says I pay a service fee but I wouldn't have had the plumber come to my house if the company would have said that they do NOT fix sewer sump pump and I could have kept my fee and had the RIGHT company come out.

Business

Response:

Response to the second response

I have emailed American Home Shield and explained to them the terminology of sump pump verses Injector pump and they understand that they made a mistake . As per my previous response I have also asked for my office to double check American Home Shield's wording BEFORE we are sent a work order .

I understand that the customer is upset but we cannot diagnose over the phone and were basing our information on what the customer and American Home Shield told us . If in the conversation we were told an injector pump we would have called American Home Shield and told them we do not work on injector pumps ! Again the complaint is with American Home Shield .

The office staff are NOT plumbers and they cannot diagnose over the phone and they can only schedule according to what they were told and they were told sump pump by both the customer and the Home warranty company .

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I spoke with [redacted] and I understand what the problem was. I have been in contact with AHS for this problem. I appreciate the effort and response from Ray Stovall Plumbing in this matter.

Regards,

Review: Ray Stovall Plumbing was sent to my house by American Home Shield because my water heater was not producing enough hot water, on the first visit I was told your thermostats need to be changed, I still had the same problem, they returned a friend stayed at the house to wait for them, the Plummer called me to say the water thermostat was turned down he would turn it up problem solved, not so they were sent the third time, my brother was there cooking and washing he said that there was no water leaking anywhere. The Plummer arrived fiddled around and said the tank needed to be replaced and went outside. I got a call from AHS that my out of pocket would be $ 850 I asked them why did I pay them every month for and that I did not have that king of money ( I'm a disabled widow) next my brother called me and said you need to call that Plummer back I think he broke a pipe and you have a lead ( my brother had just came from a small island where they have no tank water heaters) he tried to mop at the water but it was out of control I have laminate flooring needless to say they are ruined and my house smells like baby Katrina I called Ray Stovall but they refuse to take responsibilityDesired Settlement: I want my floors replaced and the mold removed I am highly allergic and cannot live in my home at this time

Business

Response:

Ms. [redacted],,

The customer is stating we broke a pipe in the wall . It is physically impossible to break a pipe in the wall when you change out a thermostat and an element in a water heater .The Manager of Ray Stovall Plumbing spoke to the customer and explained this to her . Ray Stovall plumbing asked her if the friend, who told her it was a broken pipe, opened the wall and saw a broken pipe she said" no ". I also asked her if the friend is a plumber she said "no",we also asked her to call her insurance company to have us come back out if she thinks it is a broken pipe we would be more than Happy to confirm if it was indeed a broken pipe. She informed Ray Stovall Plumbing that she didn't have the money to come out .

Our Plumber did notice the water heater was leaking and called it in to American Home Shield and they authorized for us to fix the water heater but not the upgrades , the upgrades were to be paid by the customer , Customer told the plumber that she did not have the money to fix the water heater at this time and so the plumber left. He explained to the Homeowners friend that the water heater was leaking , but the homeowner did not want us to fix the water heater .

If the Water Heater had been installed correctly this would not have ever even happened . The water heater was illegally installed .

Ray Stovall Plumbing did not cause her water damage . Ray Stovall Plumbing did not break a pipe in the wall . Ray Stovall Plumbing did not work on ANY pipe , the only thing we worked on was the electrical part of the Water Heater .