Matthew

I recently contacted Superior Plumbing with a request to find and repair a plumbing leak in my bathroom. Following investigation of the source of the leak by their employee Andrew, I was informed by him that the source of the leak was the wax seal under the toilet. He also identified that the toilet was aged and not in good repair and he suggested replacement. He provided a quote of $1,200 + tax for the work necessary to repair a water leak in my bathroom and replace the toilet. This work was done two days later by two installers. The work took approximately 45 minutes. After the work was completed, the installers advised me the toilet flange was also broken and provided me with an estimate of $800 to replace the flange. I did not accept this estimate as I was suspicious of the amount I was a being quoted for this repair. The work that was done that day did not stop the leak. When I contacted Superior Plumbing the next day to advise that the leak had not been fixed, I was told that the plumbers who installed the toilet were not aware that a new wax seal was to be installed and that they would return to install a new wax seal. I was also advised that a new toilet flange would be installed at no cost as a "courtesy" because of the installers error. I fail to see how this is a courtesy when, as I have learned, it is standard in the industry to change the wax ring and replace the flange on the toilet anytime a toilet is removed or replaced. The installers returned two days later and installed a new wax ring and toilet flange. Upon completion of this work the leak was still present. Another investigation by the installers that day found that the leak was coming from a pipe below the toilet, not the toilet itself. He seemed surprised that Andrew had identified the source of the leak as the toilet in the first place. I was then provided with a quote of an additional $650.00 to have the leaking pipe fixed. Given the inaccurate diagnosis, failed repairs and escalating costs I declined the estimate. When the installers left that day they dumped the bucket of drywall they had removed from my ceiling (to find the leaking pipe) onto my front lawn. I had paid $1356.00 to that point and the leak was not fixed. I paid $1356.00 to have a $350.00 toilet installed. Realizing that I had been grossly overcharged I requested a proper invoice including a detailed breakdown of both the parts and associated labour costs for the work done. When this was not forthcoming I contacted the number for the head office and was advised that "Superior Plumbing does not issue that kind of receipt" and that I would not be receiving any further documentation. I went to speak with someone in person at the local office only to find that the address provided on the company website is actually the address of another local business. Superior Plumbing is not located at the address advertised on their website. I looked up Superior Plumbing on the Better Business Bureau (BBB) and it turns out they are not accredited with the BBB. They have a rating of F. The lowest possible rating. I wish I had looked the company up before I hired them to fix my leak. They took advantage of my lack of knowledge about plumbing and my feeling of urgency to get the leak fixed. I would not hire this company ever again and I would actively encourage others to avoid them at all costs.