work was not done to fix problem, problem was worse once the plumber left. other company came out and fixed perfectly
In January 2013, our basement backed up due to the main sewer line, I called and had Plumbing 911 come out and look at our issue. By the time they were able to come out the water had gone down and we had the basement cleaned up. They stated if it happened again to call back and they could fix our problem by hydrojetting our main sewer line. At this time they did not look into our pipes or do any work, they simply saw our tree in our front yard and said that the tree roots were probably the cause of our back up. He said normal rotorooting or drain snaking would not work on our problem and we needed to have the hydrojetting done. He gave us a price of 580.00. We did not retain there service at this time. March 31, our basement flooded again , we called them back to our home. They came out on April 1 to perform the hydrojetting and camera work, because again they said normal (snaking) rotorooting would not correct the problem and we should not waste our time or money. One man arrived and shortly after another man arrived with a large truck. They started to work in the basement and after about and hour of work they seemed to run out of water and had to hook up there hoses to our home hose. After about another hour they called me down to the basement and said they could not reach the street to fix the problem, and they could not fix it. They never showed me the camera view to confirm this, I never once saw them use a camera on our sewer pipes. They told me at this time the only way to fix this problem was to dig up my front yard and re do the piping from the point of the tree to the street. they stated that our tree roots grew into our pipes and was growing the length of the pipes therefor there was nothing more they could do with out digging up and replacing all of this. They gave me a quote for $3800.00 and said to call them when I wanted them to do the work because there was nothing more they could do. My issue is that when they initially came out in January he assured me and my husband that the hydrojetting would fix our flooding problems and this was the only way we could. The plumbers left that afternoon and the basement proceeded to back up again that night and again every day for the next week. It was worse then it was before they came to so called fix it. I wanted to get a few more quotes before we settled on this company to come back out to do the major repair. On APril 9, I had another plumber come out take a look at our situation and properly fix it within one hour and he ended up snaking the drain, which plumbing 911 lied to us and told us would never work. this new plumbing company came out, did just that and fixed it immediately and we have not had another problem since the good plumbing company came out. I feel like plumbing 911 took advantage of me because when they came out to perform their "repair" i was home alone with my children, my husband was at work and I was naive and trusted them. My husband called them after we had our problem fixed to ask to speak to someone about returning our money bc they did not fix the problem and in fact made it worse. He had to call several times, and finally a woman that he spoke with said "well we havent even charged the card yet" and not to worry about it. This is why we have waited this long, bc we thought this was over. The credit card statement was received this weekend and Plumbing 911 did in fact charge for these horrendous services. My husband again called today and asked to speak with a boss, who was very rude and unprofessional. The boss stated that the women my husband spoke with previous had no authority to tell him they would not charge us, and he was not returning any of our money. He proceeded to get into a shouting match with my husband and then hung up on him. All we want is our money returned to us because the work they said would fix our plumbing problem did not fix it at all, infact made it worse and we had to pay another plumber to come fix it correctly.
We would like our money returned to us, because the job that they assured us would fix our problem initially, made everything worse. We had feces and waste backing up into our basement even worse then before they came. We had to pay another plumber to come out and correctly fix it. And when we called to resolve this issue with them we were given the run around and passed from person to person only to again be lied to. We are a hard working family who does not have 540.00 extra dollars to just throw around to companies who do not provide the services they state they are going to provide.there customer service was awful, everyone we spoke was rude and very unprofessional and not willing to fix their mistake.
(BBB - converted from original. See document file.)
It brings us no joy when a customer is less than satisfied with our services or company. However, we disagree with the customer's depiction of our company and assessment of our services. We have documented on our job database every call made by Mr. and Mrs. ****** and would like to have this information and our side noted.
On January 14, 2014, Mrs. ****** contacted our company about continuing backup issues. Our technician the same day of the call was dispatched to their residence. Upon arrival, the water began to recede and our technician advised the customer that while we could complete a drain cleaning service, we did not feel it necessary as the water began to drain down. There was no charge for this trip and we advised the customer that if the problem occurred again we would recommend main drain cable snaking for $272 or Hydro jetting for $545. The customer shared with our technician that they have been having ongoing drain issues and was upset with their previous plumber as this problem continues to occur. At this point, our technician explained that since they had already had main drain cabling done, that he would recommend Hydro jetting instead and that it would enable us to perform a video camera service to examine their sewer system, but that we could wait until this happens again.
On March 31, Mrs. ****** contacted our company again and said that the drains were backing up again and wanted us to perform the Hydro jetting service for $545. We scheduled the hydro jet for April 1, between 12-2 p.m. and arrived on time that day. The original plumber, *****. was there along with the Field Supervisor and the separate truck with Jet. In an effort to go above and beyond for the customer, our crew jetted for over two hours and also jetted from two different locations, one from the stack and the other the laundry cleanout.
This is not typical for Hydro jetting, as typically you can have the drains cleared and flushed within an hour. It is also not typical for us to have to Hydro jet from two separate locations; however, due to the backup, we were trying to go above and beyond for this customer. After jetting for two hours, the water began to recede and the drains became flowing again. However, the experience of the Master Plumber, led him to believe that there maybe additional issues with the sewer line, as the severity of backup, along with the past history of drain issues and time needed to clear the drains.
As another attempt to go above and beyond, we offered to perform a free video camera inspection for Mrs. ****** $247 savings. Upon inspection, the Master Plumber detected a major mass/hump in the sewer line. He showed Mrs. ****** in the basement and explained that this is a main sewer issue and that unfortunately they would have backup continue to occur and it wasn't an issue of if, but when. He further explained, that the only way to correct this issue is to perform a spot repair on the sewer to completely remedy this issue. He gave her the price to repair. I am not sure if Mrs. ****** didn't realize that the video camera inspection was downstairs and that was what she was down their looking at. However, we did do the video camera inspection, otherwise we couldn't pinpoint or determine what needs to be done and a price would never have been given.
Unfortunately this is an issue that we commonly see in NE Ohio as drains do collapse, belly and break. We further explained that this is the pinpoint issue of potentially her past drain issues and while she could have drain cleaning performed, another clog could occur at anytime because of this main sewer issue. This is why she had backing up in January and also in the previous months as it was not an issue of plumbers not doing their jobs, but an issue with a major sewer problem. He explained that there is no
warranty for the Hydro jet, as this problem will only occur again until the real problem has been corrected. We gave Mrs. ****** a quote for the sewer line repair and she said she would talk with her husband.
We then received a call from Mr. ****** about a couple of weeks later saying that we overcharged his wife because he was out of town, that we did not perform a video camera inspection and that he wanted his money back. There was no overcharging as the price that they paid was the price that was estimated in January and we have notes that the customer specifically asked for us to perform this service as she had recalled it being around $600 when quoted in January. Furthermore, the Field Supervisor was the one that performed the video camera inspection, showed it to Mrs. ****** and was able to pin point the exact issue of the problem for our customers. Again, we would not have been able to give a price to repair if we were not able to pinpoint where in the line the issue was. I am not sure what the customer is referring to about us not running the credit card and not to worry we would refund this. No one in our office ever had this conversation; furthermore, a warranty was not given because of the issues on the line, but we still are owed of our due payment for the services we completed. This depiction is completely untrue and I feel fraudulent.
We understand that finding this information out about your sewer line can be upsetting, but our company did not create the situation, but instead uncovered it for the customers for them to determine how next to proceed. The line eventually backed up again for the customers as our Master Plumber anticipated, and then they called us again, saying that we did not do our job and that our Hydro jetting did not work. We apologize that they view their situation as a direct result of us not doing our job right, but this is quite the contrary. The reason their sewer line is backing up is because of the sewer issue, which we discovered through our video camera inspection.
Mr. ****** stated that he did hire another plumber to snake the line and that plumber pulled back tree roots. This only furthermore proves our case that the sewer line has major issues. Tree roots enter through a break and/or belly - they have to have an open access to get in. Unfortunately for our customers, tree root issues are devastating as they grow rapidly and will continue to completely ruin the sewer line. He asked for his money back, and we have declined, because it is not an issue of our services or company, but unfortunate problems with Mr. ******'s sewer line.
On the note that our company was rude and passed them around, I personally apologize if that is how they felt. However, every phone call that they made, we were there to answer their questions and concerns. I do not believe they were happy with our responses; however, we never skated around their questions or calls and have always been honest and upfront with everything from the very beginning. I completely disagree that our company got into a shouting match with Mr. ******, this is completely untrue. We understand the customer is upset, but we did not yell at Mr. ****** or raise or voice.
I understand they are hard working family, as we too are hardworking and deserve payment for our services and expertise. We will not be refunding any amount as we have fulfilled our contracted and completed all services as they approved and agreed too. However, we would like to continue our relationship and I personally will waive the $545 jet fee off the price of the sewer line repair if they would like us to help solve their problem once and for all.
Plumbing 911, Inc.
Business Manager and Co-Owner
(The consumer indicated he/she DID NOT accept the response from the business.)
Although I appreciate Plumbing 911's prompt response I regret to inform you that the majority of the response is untrue and we completely disagree with the response in its entirety. I will respond according to their structure of response. When we initially called in January the technician did not come out the same day as stated in the response which is the initial incorrect statement. There was no water in the basement at the time of the visit, as we were instructed that a plumber could not work if there was any standing water by the person who we set up the appointment with over the phone. We cleaned and dried the basement and proceeded to stay out of our house for the next two days as not to use any water before the technician could come, another false statement made that the water had begun to recede, since there was none at the time of their visit. We again never once state that we had any back up problems before this January problem, which in fact surprised the technician and he repeatedly asked us over and over again, and we continued to state we never had any back up problems ever since we have moved in over 5 years ago, to which he responded, we are lucky and he was very surprised. So again the statement made by your company that we had previous issues with our main sewer line backing up is completely false. The only plumbing issues we have ever had in our home was due to the top floor bathroom tub drain leaking, in which the plumbers we had out at that time in 2010 fixed and put new hot water pipes in the upstairs bathroom, which is the only discussion we ever had about any previous plumbing work. So again your statement that we have had previous back up drain issues is incorrect, nor did we ever tell any of your plumbers or office people that we ever had our drain snaked or main drain cabling snaking done. We have never had this service performed as the incident in January was the first time we ever had it back up. Your plumber promptly stated to us as soon as he walked into our house that our problem was because of the tree in our front yard and normal snaking would not work period and the only way to fix this problem was to hydro jet and if we choose to do the cable snaking, he would not guarantee it and nor would the problem be fixed and it would be a waste of our money. Again we never have stated or had any work done on our drain previously ever, nor was this ever relayed to anyone. When we were quoted the price for the hydrojetting we were told that this included the camera view to properly see the problem, not that the camera option was extra nor that your company was giving us a free service, because again this was told to be included in our price. When the drain backed up again in March when Plumbing 911 came out to perform the work, we were only doing the work that the technicians told us to do and told us was going to fix our problem. We were only going by what plumbing 911 said was the way to fix it since after all they are supposed to be the ones with the knowledge of plumbing issues. Although the plumbers did snake for almost two hours, they also used our own hose line and water to continue the work. There was no receding of water as previously stated in their response because again there was not water in the basement at the time of their visit. Plumbing 911's statement that they performed a free video inspection was false, as I was never shown any video or any camera views of them working or the drain back up or tree roots period. I am not ignorant to the fact of them working in the basement or what a camera view looks like. The only time I was informed of anything was at the end, when I was called down and showed that their hydrojett hose could not go any further and did not make it to the street or fix the problem. This was not by a camera view only by the technician explaining to me that he thought our hill in the front yard was were our pipes connected and at the joint he thought the tree root had grown the circumference of the pipe and therefore there was nothing more they could do without digging up our front yard and replacing all the pipes for almost four thousand dollars. I am not even convinced that a camera of any type was used to begin with or at all, and the plumbers were simply guessing that the tree was the culprit when there hydrojetting was not done properly or done to correct the problem. Again I state based on the response they are stating they told us that this was the pinpoint issue of our past drain issues and why previous snaking had not worked, this is false, we again never had any drain work done or issues before January 2014, so this statement was not true nor in any context of conversation. Even though the work was not completed nor was it fixed I was still charged the entire amount, even after the price we were given was to FIX the problem which was not done. That very same night our drain backed up again and continued to do so for the next week. Until we had another plumbing company come out and correctly fix our drain back up, by cable snaking it and we have not had another problem with it since the new plumber came out and correctly fixed it the very same way PLUMBING 911 told us would not fix our problem. And we were in fact told that our pipes were not busted or crushed or smashed as plumbing 911 told us and even referred to in their response. By Plumbing 911 stating the camera was how they pinpointed our pipe problem, is astounding to me as this was in fact was not and still not the problem. My husband did call Plumbing 911 with our complaints and issues and demanded to speak to someone who could help remedy our situation, at this time he was transferred around and indeed told the credit card we had provided had not been charged at this time. Thus why we have waited to long. Our concerns were never answered or rectified and Plumbing 911 seems to have the attitude that they should be paid for a job not completed and in fact a job in which the problem was made worse by Plumbing 911. We have found a reputable plumber who indeed fixed our issue in a quarter of the time Plumbing 911 attempted to do and they were gracious and professional which is much less then I can say for Plumbing 911. Let me reiterate by saying 1) the problem was not fixed by plumbing 911, simply made worse. 2) we never had any previous drain work or main line sewer back up problems previous to the January 2014 incident in which plumbing 911 was called out and this was never stated to anyone EVER. 3)We were having the work performed that the plumber from Plumbing 911 stated would fix our problem and assured us that the normal cable snaking would not fix. 4) we have since had our drain problem fixed by another company who indeed fixed it by snaking it and we have had no more issues since this. We demand our money returned to us as the issue was not fixed only made worse and Plumbing 911 makes no attempts to reconcile our issues or concerns. We should not have to pay for services that were performed wrong and did not fix our plumbing issue. Although I do acknowledge their attempt to give us a discount on future work, I would never use Plumbing 911 for any services ever again, I would never recommend services to anyone I know, and as I have previously stated their quote for more work needing performed is not needed nor was it ever need period. We would like fully refunded.