BBB Accredited Business since
A-Z Plumbing & Drain Service, Inc.Additional Locations
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This company does residential and business plumbing and drain services including drain/sewer cleaning, underground piping locations, faucets, sinks, toilets, water heaters, disposals and slow and blocked drains.
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A BBB Accredited Business since
BBB has determined that A-Z Plumbing & Drain Service, Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that affect the rating for A-Z Plumbing & Drain Service, Inc. include:
- 4 complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||3|
|Total Closed Complaints||4|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||2|
Licensing, Bonding or Registration
This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.
These agencies may include:
Ohio Construction Industry Licensing Board
6606 Tussing Rd., Reynoldsburg OH 43068
Phone Number: (614) 644-2223
Fax Number: (614) 644-2618
Type of Entity
Business ManagementMr. Eitan Umansky, Owner
Plumbers Pipe Inspection Plumbing Drains & Sewer Cleaning
Customer Review Rating plus BBB Rating Summary
BBB Customer Review Rating plus BBB Rating Overview
2490 Lee Blvd Ste B107
Cleveland Hts, OH 44118 Directions
P.O. Box 181006
Cleveland Hts., OH 44118
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Additional Phone Numbers
- (216) 321-2220(Phone)
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Problems with Product/Service
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Complaint: I called A-Z Plumbing in order to have my storm drains cleaned. They said that hydro-jetting would be the best option as it is the most powerful form of cleaning out drains. When the three workers came to my house they told me they would start and upon completion I would pay them. The were unable to complete the job stating that the main line needed to be replaced and would cost $9700. I was shocked and called a second company for a quote. The second company came and was able to clean and snake the line with no issues. They also advised me to contact the company for a refund because cleaning out rear drains when the main line is blocked is counterproductive. A-Z Plumbing was unprofessional, they smoked cigarettes on my property and one of the workers made a nasty joke about my dog wanting to see my dog getting electrocuted by his invisible fence collar. I have called the company numerous times and have not yet received a call back. I am appalled by their practices and would not recommend them to anyone.
Desired Settlement: I would like A-Z Plumbing to contact me and issue a refund in the full amount of $1200.00
Ms. ***** is now claiming that a second plumbing company explained to her that we cleared her drains from the wrong end of her main sewer line. There's a few things that I find problematic here.
1) I looked at the attached invoice from **** ****** stating they cleared her blockage in 40 minutes. It doesn't say, "In our professional opinion, A-Z Plumbing performed faulty plumbing services." It doesn't say that we snaked her drain from the "wrong side" and it doesn't say anything about the downspout drains that we worked on. What another plumbing company "told" Ms. ***** has no relevance. We are a licensed plumbing company and we know what we are doing. For a lay person to come and say to a professional "you did it wrong" is a little absurd. And for the record, when clearing a main line, the correct area to start from is the end because when you clear the front without clearing the back, the refuse that's left behind comes back into the main, sometimes clogging it again.
4) The final downspout, the one located on the front left side of the *****'s home, was found to be problematic. Since jetting this drain did not work, the two technicians on the job discussed this with the *****'s and let them know that if they wanted, we could try snaking that downspout for an additional $200.00. Snaking is not jetting. In previous responses to this claim, we sent pictures of the enormous sized roots that we pulled out of that downspout drain, and have attached them again here. Because of the size of the roots and dislocated joints that we found throughout her storm drainage system, we suggested digging up this front left side downspout and repiping it. It is in our professional opinion that repairing issues like these is more cost effective in the long run. We are entitled to our professional opinion.
6) Is Ms. ***** implying that we stole her credit card information? She signed the top of our invoice authorizing the work to be done and agreeing to pay the amounts indicated. She gave our technicians her credit card information. Her claim that she did not authorize us to charge her American Express card is false. The bottom signature on the invoice (which I agree is absent) acknowledges that the work was done to the customer's completed satisfaction. Which brings me to my next and final point.
We pride ourselves on the high level of customer satisfaction that we aim to achieve. Sometimes things don't go to the liking of a particular party in a dispute. I have, in my previous response to this same claim, offered to refund Ms. ***** the $200.00 that we charged her for snaking the front left downspout, which was a separate charge added on to her invoice when we could not jet through that line. I do not understand why we are being challenged for the remainder of the invoice when the remaining 5 downspouts were cleared and cameraed. We were unsuccessful in opening ONLY THE FRONT LEFT SIDE DOWNSPOUT DRAIN LINE and an estimate was left for work to rectify that issue. All of the the other downspouts we cleared successfully.
Better Business Bureau:
This response does not address my complaint whatsoever. The merchant states that they attempted to contact me to issue a 200 dollar refund, that statement is false. I did not hear from the merchant since I the initial business transaction which happened in November. I am still out 1200 dollars for an incomplete job which another company performed. This company did not address their unprofessional behavior which includes smoking on my property and making nasty comments about my dog being electrecuted by his invisible fence.
eitan b****** <email@example.com>
|1/14/2016||Advertising/Sales Issues | Complaint Details Unavailable|
Problems with Product/Service
Read Complaint Details
Complaint: I contacted the above mentioned company regarding a stoppage in my basement drain, as it was backing up with raw sewage. When I called and asked about the cost of service I was given an estimated "range" based on whether I had clean out access. To my recall, I was told that the price would be about $250 with clean out access to snake the drain and about $450 if a clean out had to be added to the inside of my home. The plumber came out to my home, suggesting I have a jet used to clean out my drain in addition to the clean out, which I declined. The plumber was there from about 12pm to about 7pm Friday, May 15, 2015 with no success (his words) and still suggested that I have the line jetted (which after finding out that this would cost me another $595 I still declined). I was upset, and wanted to use another plumbing service to obtain a second opinion. The plumber then talked with my brother and mother (not the homeowners, I am the homeowner) and offered to come out on Sunday to attempt to resolve the issue. After the plumber spent time convincing me that it would be resolved, he returned Sunday, and after 4 hours of work, told me that it was still fully blocked and that I needed to have my line jetted. Monday, the City Of Cleveland Heights Sewer Division came out to my home (I had not used my plumbing other that for a brief shower on Saturday) to see if I still had a full blockage and if it may be an issue on their end. The City of Cleveland Heights Sewer Division determined that I did not have a blockage and inquired why the plumber felt the need to jet the lineif it was already clear. I told them that the plumber told me that my line was still fully blocked and that I needed this service to use my plumbing again. This left me more upset, as I was trying to figure out how to pay more money for this "necessary" service. I feel as a consumer I would not make the same mistake in using their services again. Instead I intend to contact more than four plumbing companies when I need this work again.
Desired Settlement: I am unsure, since I am more angry that this plumber attempted to make me pay for more work than necessary. I feel that giving them $625.00 was far more than enough, so the idea that it was suggested that I spend $595.00 more for a service I ultimately did not need was enough to make me very angry and not suggest anyone use their service.
please see attached documents regarding this complaint. feel free to call us with any questions or comments
Business response copied and pasted below by BBB staff 5/27/15
We would like to respond to the complaint made by Ms. ****** ***** to the BBB.
Ms. ***** called A-Z Plumbing on 5/14/15 requesting service for her flooded basement. We came out and gave her an estimate to snake her main line. Our policy at A-Z Plumbing is to give our customers upfront pricing. So, when came to Ms. ***** on the 14th, we gave her a price of $625.00 to install a cleanout on her basement stack line and snake her main line from that installed cleanout. The price we gave her is extremely competitive in the plumbing market and, upon speaking with Ms. *****, we told her that calling around to a few licensed and insured plumbing companies would confirm that. In any case, Ms. ***** signed the invoice with a description of the work that we intended to do and asked us to return on Friday, 5/15/15 to do the work.
When we returned on Friday, we installed the cleanout and cabled her main line. The plumbing technician working on her line, suggested, after some 6 hours of cabling, that Ms. ***** have her line jetted. The reason for this was, even though the raw sewage in her basement had gone down, the plumber felt that there was still some kind of obstruction in her line, preventing the free flow of drainage that should have been achieved for the amount of time he spent snaking the line. We suggested that Ms. ***** contact the City of Cleveland Heights and have them check the city’s main sewer line. Since it was already late on Friday, we did let her know that the earliest time the City would likely be available would be on Monday, but the plumbing technician said he would be happy to come out on Sunday in a second attempt to resolve her problem. Here, Ms. *****, in her complaint to the BBB, states that the plumber conferred with her brother and mother about his planned Sunday return, seemingly against her will. We are not in the business of strong-arming our customers into “doing” anything, and certainly would not disrespect the person paying the bill. If the plumbing technician spoke to the brother or mother of Ms. *****, we would have to assume that her brother and/or mother was talking to him. Also, seeing that we could have just left on Friday without giving her line a second try, especially after the amount of time we had already spent there, I would expect that Ms. ***** would have felt that we were going the extra mile to positively address and correct her plumbing issue. All this, at no extra charge.
On Sunday, we returned, and again snaked the main line. Yes, after another four hours, the plumbing technician told Ms. ***** that he believed her line still required jetting. Ms. ***** was under the impression that, since she took a shower on Saturday, with no basement back-up, her situation was solved. The plumber however, showed Ms. ***** before leaving on Sunday that a high volume of water in her main line would likely cause that drain to back up again. We still let Ms. ***** know that she should place a call to the City and have them take a look.
Ms. ***** has stated in her complaint that after coming to her house on Monday, City workers determined that she did not have a blockage in her main line and asked her why the plumber felt the need to jet the line if it was already clear. Because Ms. ***** was very vocal about the City being correct in their diagnosis, and because the majority of her verbal complaint was based on the City’s “findings,” A-Z Plumbing contacted the City Of Cleveland Heights Sewer Division Supervisor, Max McCrone, to inquire about their conclusions. Unfortunately, Mr. McCrone had no record of the city ever going to Ms. *****’ residence, and therefore, could not answer. He went over the work roster with us for Monday, the day Ms. ***** claims to have had them out, and Tuesday, the day she called our office to complain, but the City claims to never have been there.
As stated previously, A-Z Plumbing gave Ms. ***** a fair market price for the work we did at her home. She also confirmed that the work we did for her was completed to her satisfaction by signing her invoice a second time before we left her residence on Sunday (please see attached). We feel we did our utmost to correct her main line issue. We did not attempt to snake her drain for five minutes and then come to her with a price for jetting her line. We snaked her drain for hours, on more than one occasion, at no extra charge to her and, throughout the process, the plumbing technician that worked in her home kept her abreast of the issue at hand. We cannot answer claims made by the City in reference to her plumbing problems when the City claims to have never been at her residence. We are sorry that Ms. ***** regrets her decision to use our company. We do our utmost to achieve the complete satisfaction of our customers. At this point however, we feel we have gone above and beyond any reasonable expectation to ensure hers.
Consumer Response: I have proof from the City of Cleveland Heights that they did in fact come to my residence that Monday afternoon, and with the written suggestions stated on the invoice from the Sewer Division. I find it in poor taste that A-Z Plumbing and Drain to make such statements to save face. I can indeed prove record of said visit from the City of Cleveland Heights Division of Sewer via fax, as I have a fax machine at home to prove such visit.
As I have stated before, I will no longer be using there services, and have suggested to my neighbors, family and friends to do the same. Thank you.
Business Response: We have forwarded the documentation provided to Ms. ***** by The City Of Cleveland Heights to the City Manager's office and are waiting for their response. Most of Ms. *****' complaint was based on the opinion of the city workers that came to her house and, for some reason,until she produced that paperwork, the city had claimed to never have come out to her residence. As previously stated, being a licensed bonded and insured plumbing company, we are entitled to our professional opinion. We were the same company that told Ms. ***** to contact the city to make sure that her line was open and functioning on the city side, and even though she did not appreciate it, we also spent an extra half-day attempting to clear her main sewer line, at no extra charge to her. We are about service and we tried to provide the best service possible for her plumbing issue. We gave her a very competitive, discounted price for the work that we did and, at the end of the day, while she declined the jetting service that we recommended, her main line (as far as we know) is no longer backing up. We accomplished what we set out to do. It is unfortunate that Ms ***** told her friends, family and neighbors to never use our services. We hope that the City of Cleveland Heights can help Ms. ***** come to some sort of closure on this matter. We feel that we have done everything that we can.
Problems with Product/Service
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Complaint: I hired the firm to check why I had water leaking from some where in my house. The "expert" they sent over immediately wanted to cut holes in my wall before even being sure what was causing the leak. I hired them to replace a section of sewer line under my house. In the process they caused additional damage to other areas in my basement. Furthermore they simply left after it was done without cleaning up. I notified their superior who assured me that is not how they do business and would send the employees out again to clean up their mess. The cleaning was beyond subpar. They left standing water that was dirty all over my floor and tried to hide areas they didn't clean by placing objects in front of or on the filthy area. After I notified their supervisor again they then had to re clean the area. When I checked once more to see if it had been cleaned I noticed they left debris from the toilet in my sink and The standing water had simply been spread over a larger area. It was a terrible experience and I would never use this firm again.
Desired Settlement: I do not want a refund just clean and fix the mess they made. Stop sending the same employees who failed originally to fix their own failures.
Business Response: I'm sorry to hear that Mr. ***** was upset with our company. When we responded to his New Year's Eve emergency 12/31/2014, he explained to the plumbing technician that he already had a few plumbers out to investigate the source of his leak. He only knew that it was coming from upstairs into the basement area. We did some investigation for Mr. ***** and then the plumber on call asked if we could return in the morning so that a senior plumber could have a second look at the situation. Mr. ***** was fine with that. So, on a day when most businesses are closed or charge extra for service, we came out, at no cost to him, to evaluate the situation. After some troubleshooting, snaking and an attempt to inspect his sewer line with a video camera, we wound up replacing a section of his main sewer line over the course of the next 4 business days, and finished on 1/7/2015.
Dirt and damage to areas where work is being done often occurs on job sites and his signature on our invoice acknowledges his understanding of this. However, Mr. ***** is absolutely correct that the two plumbers who worked at his property left it in a less-than satisfactory state. Mr. ***** notified us of this shortly after we had left and we immediately apologized and told him we would correct the issue. We pride ourselves on delivering a high level of customer satisfaction. They should have cleaned up.
The following day, Mr. ***** sent us pictures of areas requiring attention. We scheduled our plumbers to come out on Sunday, 1/11/2015, to clean those areas but Mr. ***** called and rescheduled for Monday. As per our request, our plumbers took pictures of the clean up. We also made sure to ask Mr. ***** if it had been done to his satisfaction. Initially, he was not satisfied so we sent them back in again to address any remaining issues. Upon the second inspection, Mr. ***** told our plumbers that everything was ok and that they could go. We have attached a copy of those before and after pictures, as well as a copy of the signed invoice from the job. Please note, there are two sections requiring the customer's signature; the first, authorizes the work to be done, the second section affirms the customer's complete satisfaction at the end of the job. We are happy that Mr. ***** reached out to us regarding this situation. We are sorry he felt that he needed to turn to the BBB after saying that everything was ok.
A-Z Plumbing & Drain Service
Customer Reviews Summary