B B Lewis Plumbing

I have a warranty through American Home Shield, and BB(BB Lewis), informed them that my tub fixture was leaking out of the hot water side due to a PR valve needing to be installed on the outside of the house because pressure was a little high coming into the house causing the washer/seal to leak. After speaking with a few plumbers, I got the feeling that this diagnosis was off. Why would it only leak out of one area of the house? I had to have this valve installed to go further with my Home Shield claim to get this leak fixed, so I hired a different plumbing company to replace this valve and paid them $400. And here is where the fun begins...I called home shield to have the service call set up to replace the washer/seal on the hot water side of the tub faucet since this is what was BB's diagnostic. It took 4 phone calls and 5 days later for BB to contact me about the service call, but it took me leaving a threatening message to call home shield about their incompetence in scheduling/calling me about this service. After this message, I was contacted within 30 mins. The appt was scheduled for Friday, so I took a half day off work so I could let them in the house. An hour before the appt, and a week and a half after the initial scheduling of this service, I get a call stating the part was not in stock, and had to be ordered for Monday. Seriously? You knew the part and service you would be performing way in advance, and you didn't have the part ordered already? Sounds like very poor management. Very disappointed, I agreed to take another half day off work on Monday so they could come back out. Surprisingly, they showed up almost 2hrs early on Monday, but what had been my gut feeling as well as the opinions of a few other licensed plumbers, this washer/seal they claimed was leaking due to the pr valve, was apparently misdiagnosed. The tub faucet was still leaking on the hot water side. Now it needs a valve replaced on the hot water side to be fixed. They told me the claim would be called into home shield and I waited until Friday without getting a response from anyone. I called BB and left a message...does anyone work here that answers phones by the way? Within a few hours I get a call from home shield stating the removal of the water heater is not covered under my warranty to replace this valve, and that I would need to pay $600 to BB to have this fixed. So not only was this misdiagnosed, I was going to have to pay money to BB because they were incompetent in their profession on discovering the correct problem from day 1. At this point, I am waiting for a call from the home shield resolution center, which I can't hold them accountable for other than the fact they have chosen this contractor to work with, and I get a call from BB asking if I wanted to continue with the repairs. I inform them of my disservice and wrongly diagnosed plumbing problem, and all they can tell me is "you were f@$%ed over by your plumber for replacing that pr valve if they did not think that was the problem." Really? Home shield said I couldn't go further with my claim because that was BB's diagnostic!!!! Quick background, I run a very busy and very reputable automotive shop in Austin, and the plumber I hired I have known him and his cars/trucks for years and before the valve was replaced he told me he did not think that was the problem but I had them do the repairs because according to BB I had to have that done to continue with my claim. I even gave them the opportunity to make this right, and was basically told nothing would be done for me. In closing, the repair needed to fix the leak is very simple, except for the fact my water heater is in the way. I will be going through a 3rd party plumber to upgrade and install a tankless water heater and will have them fix the leaky valve as well. If you have a home shield warranty, ask for a different plumbing contractor if they attempt to send BB Lewis out to your house.