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Consumer Complaints

BBB Accredited Business since 04/14/1998

Roach Plumbing & Heating, Inc.

Phone: (318) 631-4533Fax: (318) 631-9995

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Customer Complaints Summary

2 complaints closed with BBB in last 3 years | 0 closed in last 12 months
Complaint TypeTotal Closed Complaints
Problems with Product / Service2
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints2

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (2)
10/08/2014Problems with Product / Service | Read Complaint Details

I have called the company on 2 occasions with no return call.
I had a hot water line rerouted but it left me with a water pressure problem and when I turn the water on in the bathroom it takes a few minutes before it comes on. After redoing the line thru the attic the employee informed me that the line needed to be insulated and that he would come back when the weather was cooler to do this. I feel that when he bought the supplies needed to do the job he should have also gotten the insulation for the line and insulated the line when he was here. About a week later I get the official receipt for the 1,240 I paid to have the job done and it stated there was no warranty for the work done.

Desired Settlement
I would like the job to be done correctly. I didn't have any water pressure problems before the repair.

Business Response
Roach Plumbing & Heating Co., Inc.
5535 Greenwood Road
Shreveport, Louisiana XXXXX

***** (***) B. *****, Sr. Phone : (XXX) XXX-XXXX
***** G. ***** Fax: (XXX) XXX-XXXX

September 18, 2014

Better Business l3ureau
P. 0. Box 52035
Shreveport, La. XX XXX

Re: ******* ******
**** ***** ***** ***** *********** ***

In regards to Ms. ****** complaint, I have gone over the invoice and have discussed this with the Plumber that was on the job site.

After the Plumber and Helper arrived at the job site the customer wanted a price to repair a slab leak. We explained that we can not give an estimate due to the leak being under the slab. We explained that we have to locale the leak first to be able to see what is involved in making the repairs. I spoke with the customer as well and explained the same thing but gave an "Estimated Cost" of about $ 2,500.00. It could be more or less. The customer then said that we could go ahead and locate the leak and make repairs. After we cut the walls and located the leaking loops and rerouted the lines through the attic, they needed to be insulated. Due to it being at the end of the day and also very hot, the Plumber said that we would return in the morning to insulate the lines. She asked if she would be charged for returning to insulate the lines. The Plumber said that she would be charged. She stated that she did not want to pay for another day. He explained that he could go ahead and go in the attic and insulate the lines but that due to the time of day that it would run into Overtime. She stated that she did not want to pay for Overtime. He said that he could return on Regular Time and insulate the lines. She did not want to pay for us to return. At this point the Plumber collected for the Job that was completed. We collect on all customers that we have not previously worked for and until they have established a relationship with Roach Plumbing Co. The amount ( $1,240.45) that was collected was below the estimated cost that was given as a Rough Estimate, this price did not include the insulation or Labor for insulation as that service was not performed as of yet. When the Plumber left the customer said that they would insulate the lines themselves.

l have read the Invoice that says there was No Warranty. That statement was in regards to any lines that were not insulated due to the customer not wanting us to do that work. It did not mean the work we performed was not under warranty. I have enclosed a copy of the Invoice that the customer received with her receipt of payment that shows what was said about the insulating of the line.
I would be more than happy to return and insulate the lines. The reason we normally return to insulate in the morning is to avoid as much of the heat as possible due to being in the attic and the time of year that we were working. The attic retuins the heat and can make it difficult to work and breathe in. If we would return we would charge to perform this service. We recommend that the piping be insulated due to the pipes could freeze in the winter. Our last few winters have seen several days of below freezing temperatures.

I would like to resolve this matter. If I can be of any fut1her assistance in this matter please call the office at (XXX) XXX-XXXX.

Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all I have never spoken with the owner. His employee called him and spoke with him but I was not privy to the conversation. Before they came out I asked what the job entailed and the insulation of the line was never mentioned until he was ready to go. Second, I do have history with the company that they have done work at my residence before in 1997 when they repaired an under slab leak in my family room and since then whenever I have had a drain issue they have been the company I have used these past few years. The issue of the low water pressure has not been addressed. I will call to inquire of the water pressure issue.

03/24/2014Problems with Product / Service | Read Complaint Details

***** Plumbing was hired to repair my septic,plumbing, & electrical. All work was to be done in 1 service call for ***** done by **********
All work was supposed to be completed by November 1st so that I could get moved in as soon as possible to help care for my ailing father. I closed on the house ******** and work was supposed to have begun the next day.
*** weeks later on ******** *** the first of the workers arrived to begin work. Workers then returned ******** 7 to install the stove vent hood and the dishwasher. I moved in ******** 9thand all work and still not been completed as discussed and outlined with my brother.
We were never contacted by ***** Plumbing until a group of workers showed up ******* to hang the shelving in the closets and laundry room. We had no idea anyone was coming however, we did grant access to hang the shelving. They were also supposed to replace door knobs to eight doors however we had already purchased them and completed that work ourselves. There was one door **** left on the front bedroom closet that they were to complete the repair of, however we were told they did not have the correct parts so they would go to the shop and come back and finish that. We never heard or saw from them again until we received the bill on ******* *****
We were being charged for all work that had been done as well as the work that had never been completed. I called the office and spoke with the lady that answered the phone. I explained that I had received the bill and there were items being charged on the bill that had never been completed and we were being charged for three service calls when all the work was to have been done in one trip at one time. She explained she would speak with the owner Mr ***** and have him call me. He called the next day and said he never promised the work would be done at one time on one day and they only thing he would take off the bill was around *** for the door knobs that he did agree had not been completed by his staff. As for the service charges he said he would not take them off.
The septic sewer system had to be replaced and sprinklers heads installed. When I spoke to Mr ***** he said that it was going to be completed "when they had time". I explained to him the water was shooting up out of the ground near the septic tank and one of the pumps they replaced was no longer working. He agreed this work would be completed. I advised him at that time the bill would not be paid until all work had been completed. I was never contacted by Mr ***** again.
Upon closer inspection of the septic system we noticed the work had not been completed with a permanent setup since wiring that was supposed to done to the box and inside the septic systemwas not waterproof and water had clearly overtook the wiring causing the sprinkler pump to short out causing damage to the system as well as an unsafe environment and danger of electrocution in my yard. I have a granddaughter and this alarmed me and was a cause of great concern. I am in the Cross Lake water shed and as my septic system is now it will fail inspection. I called Mr ***** again on ******* *** **** and he returned my call the next day stating he would get somebody out there to look at it and complete the sprinkler system as promised. He did not and I have not heard from Mr ***** again. Therefore the bill will not be paid until all work is complete and up to code.

Desired Settlement
I had to have the septic sewer system completed by another company and pay them I will settle for paying ***** the ***** initially agreed on and the rest he writes off.

Business Response

Industry Comparison| Chart

Plumbers, Water Heater Dealers, Water Heater Repair Stores

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