FINAL UPDATE (1/16/25, 11:44am): Spoke with Scott, Quality Assurance Leader at Village. I am in awe of Village Plumbing's professionalism and diligence in handling what was clearly a miscommunication. Scott personally inspected the property & hole in the ceiling, laid out next steps for immediate...
Read MoreFINAL UPDATE (1/16/25, 11:44am): Spoke with Scott, Quality Assurance Leader at Village. I am in awe of Village Plumbing's professionalism and diligence in handling what was clearly a miscommunication. Scott personally inspected the property & hole in the ceiling, laid out next steps for immediate repair, and continued complimentary maintenance support plan (which I didn't even ask for). The guy clearly cares about his customer satisfaction, and the brand & quality of work behind Village Plumbing.
UPDATE (1/15/25, 4:20pm): I called the number as the "Message from Owner" below indicated, and spoke to team member "Jonathan". This gentleman said Ola (customer care rep) elevated the complaint to Matt (Manager), who should be calling me at some point once they have conducted a proper review. Will update review after that occurs.
ORIGINAL POST (1/15/25): On 12/17/24, I called Village Plumbing about an issue and potential leak in my tub. They were very responsive and sent a tech to diagnose the issue. The tech, Jeremy, was quick to explain what was needing to be completed, and despite the sticker price of $3,200, I was agreeable and Jeremy finished his work.
Upon completion, Jeremy told my tenant "someone will be back to fix this" [referencing the large hole in the ceiling]. Afterwards, Jeremy called me to review everything that was done, and to verify we were complete. He assured me the job was completely done. I thanked him, and we went our separate ways. At NO POINT did Jeremy indicate that I would need to retain a separate contractor to repair the ceiling...
This week (1/14/25), the tenant asked me about the hole in the ceiling, and whether Village Plumbing had been in contact with me to coordinate repairs... I was extremely shocked, and said no. Today 1/15/25, I called Village Plumbing, and the lady I spoke with explained that buried in their contract is a stipulation that for any ancillary work (Drywall included) the expectation is that the customer pay for this.
At NO point was this ever disclosed to me. And during the numerous conversations I had with Village, this was never explained. My tenant was misled into believing Village would "be back" to fix the repair, and I was never told as the homeowner I would need to get this repaired..
This experience has been frustrating and disappointing. The lack of transparency and communication is concerning and could easily deter customers from returning. The customer service agent I spoke with promised to escalate the issue to the technician's manager, and I am awaiting a response. I will update this review accordingly if the issue is properly resolved.
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