Business Profilefor3rd Rock Plumbing, LLC

Called for clogged toilet. Plumber came. Punctured hole in sewer pipe while snaking toilet.This took 10 to 15 minutes. Then he called his Mgr to give estimate on repair. I asked him why he isn't repairing the hole he made which was not there prior to snaking. He said it's not their responsibility because all the cast iron pipes are rotted inside and need to be replaced to fix the clog problem. He told me **** dollars. I was in shock. I asked how to you come up to ****? He said it's a day and a half of labor plus parts, using pvc. I was shaken. Asked him to fix clog and put pipe back together. I informed him I don't see more than 4 to 4.5 hrs of labor. I asked him to have the Mgr call me. At 10:17 I received the call. **** was on my cell speaker phone because I was at an appointment. There were several witnesses. I told him I was upset at price estimate because his employee caused the hole leaving 7 people without any usable toilet. I also told him I estimate 4 to 4.5hrs labor plus parts. In his very clear words informed me that he gave me his word of honor that the **** was only estimate not final bill and if it was less labor the invoice will reflect that. Also he said if they find any other issues that I would not be charged over the ****. And I would be informed of reduction. The estimate in writing I received said it could be less or more snd that I would be informed to discuss. The total time to create the hole then ***** was under 30minutes. I'm being billed for 2hrs of assessment in final invoice. The 2 men that did the repair job started actual work at 12:45 pm on Thursday. Ended at 4pm on the nose. I was so excited and grateful. I told the plumber ***** to have **** or office reduce labor to 4 hrs from 12 to reflect the adjusted final invoice. I thanked them and they left. I immediately texted office to inform them the guys were finished. I texted office and **** multiple times for final bill amount. When it finally arrived it is incorrect. I need mediation to resolve. I'm very upset **** did not keep his word to reduce the invoice plus I'm being charged 3 hrs of labor for additional men that never came to my house. I wasn't informed in any way. I feel this is illegal. I'm appalled. If they cleared *****'s schedule to get my repair done that is fine. But sensing 2 other employees out to do his afternoon jobs is not my financial responsibility. Plus I'm sure they were not free. Those customers had to be charged. I never heard of these men until I received final invoice. They reduced final invoice by 150 dollars. I feel it's incorrect and bordering illegal if not completely illegal. I should be billed the 4 actual labor hrs for 2 men that did the repair. Plus 15minutes assessing clog and finding they damaged my sewer pipe. Actually, I expected them to repair pipe they damaged at no charge to me. I would be billed a housecall charge and snaking. This **** dollar bill is incorrect. The men also left without finishing the job at 4:07. They informed me someone would be out to put lime down in my crawlspace for the sewage bacteria where they worked. No one came on Friday. Now I'm told Monday. I'm willing to pay my bill in full when they finish the job and reduce labor to two men 4 .5 hrs which includes assessment and snaking. I have witnesses to my phone call with **** before work began. I also have 4 neighbors that will witness no additional men came to my home to repair. Only 2. My homeowner insurance claim agent said the plumber was obligated to repair the hole they caused and my bill should only be the housecall charge and labor for snaking. I think since I've texted and called multiple times to negotiate this bill with zero response it's time to involve the BBB. We will need mediation. Hopefully will resolve without going to court. I'm disappointed in their business ethics. I showed them customer loyalty because they had a good and fair relationship previously on jobs they did for me. So I'm confused that now they think it's OK not to treat this situation fairly and legally. Not to mention **** gave his word of honor to me.