On May 30, 2013 Anta technician **** insisted that the basement bathroom floor and the Y sewer pipes underneath needed to be broken as they were clogged with tree roots. He stated at least 3 times that this was an "emergency" and had to be done immediately. At no time was I given any other options for consideration and was told that my basement (which is renovated with both ceramic tile and hardwood flooring throughout) would be flooded.
In addition to the work already done in the front yard (which did have some roots and I am not contesting)and the so called "emergency" work to be done in the basement bathroom, Anta technician spent close to an hour drawing diagrams (which I have) and negotiating the costs of replacing all drain and storm pipes throughout. Estimates were provided in writing ranging from approx.$13,00 to $11,000, inclusive of the work already done in the front yard and bathroom floor. I was offered a better price if I would commit to a full excavation of pipes. Shortly after this discussion and once the bathroom floor and pipes were broken, it was clear that there were no roots as alleged but rather tree catkins from the downspouts. Unlike roots, the catkins were not dense, hard or rooted into the clay pipe and as such easily removed. It was at this time that I began to question what was going on, the validity of the findings and the push and urgency I felt to commit to breaking up the bathroom floor and a full excavation (breaking up the bathroom floor was the first step to get me to commit to a full excavation).
I then challenged **** stating that disconnecting the downspouts would eradicate the catkin problem and be far less costly. Although he agreed that it was an option, he stated that regardless I would have to excavate everything anyways, whether now or in two years' time and I could take time to think about it. It appeared that the "emergency" was suddenly abated. At this point I reneged the verbal intention for a full excavation and advised **** I would get back to him later. on further reflection I decided to contact another company to either verify or dispute my concerns (at additional cost of $310 to myself). On Aug 10, 2013 a thorough camera inspection was conducted and concluded that the pipes were in acceptable condition and replacement (although always preferred in older homes) was not necessary - I am in possession of the inspection video. I was also advised that the catkin issue could have been easily resolved with a simple and economical power flush. This was news to me and instead I was left with a hole in the bathroom floor, a broken up 'Y' sewer pipe and broken ceramic tiles. I presented my concerns verbally and in writing to Anta's office manager but to no avail.
Anta failed on several fronts. They failed to follow proper safety procedures by excavating the front yard prior to a Gas Line Locate Inspection (I am in receipt of that report). They failed to thoroughly inspect all accessible pipes and downspouts. Anta failed to provide me with all reasonable options and their associated costs.
I have since engaged a plumbing company to complete the bathroom. I have disconnected all downspouts and have experienced no water issues whatsoever even with the torrential storms we have experienced this summer.
The basement bathroom floor costs were included in 2 May XX XXXX invoices that address complete pipe replacement throughout: Invoice# 9932, $12,204: invoice# 9934, $11,125.
I propose the following Resolutions:
* Anta Plumbing reimburse me for all costs related to the basement bathroom excavation which are as follows:
o $1872.76 - plumbing - Y pipe replacement
o $500.00 - new tiles and repairing bathroom floor
Note: the above costs be reduced by the 'usual' costs of a power flush.
* Anta Plumbing directs its technicians to always provide customers with all possible options and their related costs so they are able to make an informed decision.
March 6, 2014
Please see the following explanation as to the order of events that took place in May 2013.
Anta Plumbing received a call from our client who advised us that the basement at her house was flooded. The office dispatched our technician right away to assist our client of the situation at this particular job site. Our technician discussed with the home owner what he recommended be done and the home owner agreed and signed an Invoice / Contract (#9927) giving us permission to proceed. Our technician had advised on Contract / Invoice #9927 that once we excavated if there were any additional drain issues found at this time it would come as additional work and there would be a new Contract written up .
Anta Plumbing excavated in the front of the property and replaced a portion of the drain and installed back to back clean outs. Once we had the ground excavated we did a complimentary camera inspection. Our technician noticed at this time that there was an additional blockage located in the basement bathroom of our clients home.
After discovering the second blockage our technician provided a quote to remove the blockage for our client . Our office received approval from the client / home owner to start the job. We received once again our clients signature on the second Contract (#9934) and it was agreed with the client and Anta Plumbing that this needed to be done.
Anta Plumbing proceeded with the work regarding the second Invoice / Contract (#9934) on May 30TH, 2013. Our drain crew removed the blockage on this day. Our office received a phone call from the client / home owner stating that they had an emergency with another contractor and so Anta Plumbing work had been postponed . We complied with our clients specific request and did not return to the job site the following day. Our customer was not charged any fees on Contract #9934 even though we had started but was asked to put the project on hold as per the home owners phone call request. So in fact our work on Invoice / Contract on #9934 was free of charge to our client .
Labour and materials on Contract #9934 were covered by Anta Plumbing Management to pay for the salaries for our crew, no charges against the home owner were applied on Contract #9934.
In conclusion, Anta Plumbing always provides our customers with expert advise.
Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
A key issue in my original complaint was the lack of being provided with any options other than a full excavation and replacement of all drain and sewer pipes. Anta avoided addressing this key issue in their initial BBB response and now has come up with a false scenario. As such, I reiterate the following and note:
1. At no time was I given any options for my consideration. I was told it was an emergency and work in the bathroom had to proceed immediately to avoid flooding.
2. Anta failed to investigate the downspouts
3. Anta failed to follow safety procedures
4. Upon the discovery of catkins (not roots), I was the one to suggest downspout disconnection to which Anta technician agreed. However, he said I would need a full excavation regardless, if not now, then in two years. The EMERGENCY was averted but the bathroom floor and pipes were already broken and the damage was done.
5. Re disconnection of downspouts - the City of Toronto has exempted my property from downspout disconnection.
4. As I noted in the initial complaint, I elected to disconnect the downspouts as an option to full excavation at a fraction of the cost as compared to the various estimates Anta provided. I have had no water issues whatsoever even during the torrential rain storms of last summer.
The following is a listing of my evidence:
a) various estimates, dated, undated, signed, unsigned, scratched out, amended, etc.
b) Gas Line Locate document
c) video of drain and sewer pipes
d) Application for downspout disconnection exemption
e)City of Toronto exemption document
f)My initial complaint to Anta of Sept 25, 2013 notes and Nov.19, 2013 response
g)Two investigative reports from Anta Office Manager dated October 5, 2013 and January 23, 2014
I have tried to resolve this issue amicably with Anta last September but no avail.Please note that all my issues concern one Anta employee. The company as a whole may not ascribe to the sales tactics used by this employee.
Final Business Response
March 27, 2014
RE: Case #XXXXXXX
The information provided to our client regarding the Toronto Municipal Code was with hopes to benefit our client, to advise the home owner of something that was to be done according to the City of Toronto. We were not aware that this home owner was exempt from disconnecting the down spouts at this location as it was never mentioned to our technician at any time. Anta Plumbing found out that our client eventually had their down spouts disconnected as per our clients statement through the BBB to Anta Plumbing. We are very happy to hear that our recommendation was helpful to our client & they followed our recommendation.
Anta Plumbing at all times provides our customers with the best options under specific circumstances. Going through the bathroom floor to get to the blocked drain and repairing it was the best option for our client at this time and was discussed and approved by the home owner. This was stated as an emergency because our experienced technician knew that if this blockage was not removed this would at some point cause a flood / damage in the basement of this home. The solid blockage was discovered after a camera inspection was provided to our client. Anta's technician showed the blockage that was found on the screen of the camera to the home owner .After discussing with the home owner the steps needed to be taken Anta's technician wrote up Contract #9934 in which our client agreed to and signed giving us permission to proceed with the repairs.
At the time the pipe was exposed and the blockage removed the emergency was abated.
Please note that the proper gas locate procedure was followed and completed the morning of the service, Anta has all necessary documents and can provide upon the request of the BBB.
Anta Plumbing has completed approx 30 % of the work on Contract #9934, this contract is incomplete as well as outstanding in our Accounting Dept. Anta Plumbing has followed all procedures in a timely and professional way. Due to an unpaid balance against the invoice in question refunding any amount is not an option.