Falcon Plumbing is refusing to honor their one year warranty and does not return my phone calls regarding the complaint
I called Falcon plumbing and explained to them that I had a problem in the second floor bathroom. Sewage had been coming up in the bathtub and the toilet had been bubbling up and leaking. I knew there was a snake that was clogging the pipe. They advised me that when they removed the snake the problem would be resolved. They also told me they would cover the job for with a one year warranty.
The plumber came and took out some snake and said he had resolved the issue. However three weeks later the same problem reoccurred: sewage coming out of the tub and the toilet leaking. When I called to tell them they said this was not covered under the warranty. They claimed the warranty only covers parts and labor. When I look at my receipt it does not say that. It says "One year warranty." They also never told me that it would only be parts and labor. They are responsible for resolving this problem. I paid them $850 to do so and I am still in the same situation with which I started. My job number is XXXXXX. Receipt says Job completed on 7/10/14.
When I call to speak to the manager he says he will not send a plumber back to my home to fix this if I don't pay them. I have already paid them a lot of money for a job that was supposed to be warrantied for one year. They are not honoring their warranty.
Either they can issue a refund for the $850 that I paid them or they can come out and fix the problem. But they must honor their warranty for one year.
On July 3, 2014, Falcon Plumbing was called by Ms. H. requesting an estimate for someone to go out to her home and cut out a section of waste line in her garage ceiling, in order to remove a drain cleaning cable that someone other than Falcon Plumbing had broken off in the line.
We scheduled a call for her and sent a technician on July 8, 2014. After assessing the situation, my technician advised the Ms. of the price to do the repair at ($850.00) and she agreed and signed the Acceptance of Work Performed box on the invoice. We proceeded to open the ceiling and cut out the section of waste line, removed approximately (15) feet of broken cable from the line. After installing the new section of pipe, my technician along with Ms. H., had all of the fixtures in the bathroom associated with this waste line running well. After flushing the line for 35 minutes, there were no stoppages in the line. Remember that her original call to us was to remove a broken cable in her line, not that there was a stoppage to be cleared. This work was performed on July 10, 2014.
On August 9, 2014, Ms. H. called to say that the line was stopped up again and wanted someone to come out and clear the stoppage. This call was answered by the owner of Falcon Plumbing who then advised Ms. H. that the stoppage had nothing to do with the repair we made and there would be a charge to send someone out to take care of this for her. Ms. H. proceeded to say that she was told that after the repair, she would not have any more stoppages and the technician did not tell her that,because that is not what we were called out for. She was advised that the line we repaired was running and all fixtures were draining properly when we left. Ms. H. then referenced that she was a reporter for Channel 4 and threatened media exposure if we did not take care of her problem at no charge. The owner of Falcon Plumbing then contacted her manager to please call her and explain that we do not warranty stoppages of any kind. After we clean out a stoppage and make sure that the line is draining properly and leave, we do not know what people do and what they put down their drain lines, so how could we or anyone else warranty a line against a stoppage. There was no stoppage when we were there for the original call. This conversation with the manager was not going anywhere and the conversation was ended.
On August 13, 2014, Ms. H. called our office and threatened that she was going to the Better Business Bureau and that she was going to find and contact the license holder for Falcon Plumbing and was going to confront him with her demands. For your information, the license holder does not have any voice in the daily operations of Falcon Plumbing, stating that as a courtesy to our customer, we would take care of the problem she was having.
Wanting to put an end to all of this, a call was scheduled to go out and clear out the stoppage in Ms. H's home at no charge to her because of all her threats. A letter was written to her from the owner of Falcon Plumbing stating as a courtesy to our customer, we would take care of this problem she was having currently.
The technician went to Ms. H's home on August 15, 2014, and proceeded to clear out the stoppage. While he was clearing the line, Ms. H.'s friend was continually telling the technician how to do his job to clear out the line. Strange that he knew how to do this and had to direct a plumber to do his job. After clearing the stoppage, the technician explained to Ms. H. that we were not responsible for any future stoppages and she did not want to hear this. She refused to take the letter that we had written for her and also refused to sign the work order for the technician. Copies of everything are available upon request.
(The consumer indicated he/she DID NOT accept the response from the business.)
Falcon Plumbing has been dishonest with me from the beginning and continues to be dishonest in their response to the Better Business Bureau. When I initially called Falcon I explained to them that I was having an ongoing problem with sewage backing up into the upstairs bathroom and the toilet was overflowing. I told them I was aware that I had a broken piece of snake in the pipe that need to be removed. They indicated that by removing that snake and making the necessary repairs I would not have these ongoing issues. I made sure to ask for a warranty for this very purpose.
On 7/10/14 the company sent a technician named Stevan to do the repairs. Contrary to the company's response, no paperwork was signed prior to the repairs. However I did sign paperwork after the repairs were made. At the time the plumbing seemed to be working correctly. And Stevan did write on the paperwork "1 year warranty." (I have a copy for your review when ready)
So when I called less than a month later when the sewage reappeared in the upstairs bathroom and the toilet started leaking I expected Falcon would honor their warranty. As you know they did not. I asked to speak to the owner and I was told there is no owner. So I went on the State of Florida business regulatory site and looked up the business. It turns out the business license is listed in the name of a man named ***** J. ******. I called back Falcon Plumbing and asked to speak to Mr. ****** and the woman told me he is no longer with the company. I said well then that's a problem because your license is registered in his name. That's when the woman said she had made a mistake and that he was still with Falcon yet unavailable to take the call at the time. I asked her to have Mr. ****** call me. She said he would. However I never received a call from Mr. ****** instead the same manager that was refusing to help before called me back and said he would come out and figure out what the problem was and fix it.
The manager never came out however Stevan did come back to my home. He said he was simply there to snake the line. I told him this was not a solution. The line had been snake many times before with no resolution. I called back the manager while Stevan was at my home and offered no other solution. After he spoke to Stevan, the manager told me Stevan would be opening up the line in the garage so that I could see the snake was traveling down there. I don't know how this was going to help. Stevan later admitted to me that this was not going to solve the problem. He also advised me not to open up that line in the garage because he said he couldn't guarantee that he would be able to seal it back properly and he didn't want a leak. ****** also handed me a revised contract with a letter attached that he wanted me to sign. I told him I would not agree to an amended contract that the company was responsible for a year warranty. I refused to sign that document. They could not change the contract at this point unless they wanted to refund my money.
As far as the company's assertions that I was using my position as a reporter to threaten them... those are completely false. First of all, I am no longer a reporter. I have not worked in TV news for the last two years. The only reason Stevan knows that I used to be a reporter is because he asked me about it while in my home. However, in situations like this, yes it does help to have reporter researching skills to be able to research the background of a company. I will use every skill that I have to try and get to the bottom of this problem. I refuse to simply allow a company to take $850 from me and promise a year guarantee and fail to fulfill their obligations. But threats of media exposure were never made. However I did tell them I will track down Mr. ****** to try and discuss the matter with him.
As far as their claims that my friend was telling the technician how to do his job, that is ridiculous. I had my friend at my home for the visit from Falcon because I was frankly frightened by the hostile manner that the manager had been dealing with me over the phone, yelling at me and refusing to let me talk. I didn't want to be home alone when this hostility came to my house. My friend was simply asking that the toilet that Stevan removed in the upstairs bathroom be put back in the proper manner. I should also mention that Stevan didn't complain about the home cooked meal that we gave him after he stopped in the kitchen at least four times to say how good it smelled. We were overly nice to Steven and don't deserve to be chastised for our kindness.
In conclusion, I don't believe Mr. ****** works for the company despite the fact the license is in his name... this is a big problem. In addition, I have never been given a name of an owner despite asking for it. Yet you can note that the Falcon response to the Better Business Bureau says the owner called me. The problem still needs to be fixed and the warranty upheld. Furthermore someone needs to get to the bottom of potential licensing issues with Falcon.
Final Business Response
Falcon Plumbing has never had any customer complaints such as this. We are disputing her allegations due to the fact that they are not accurate. Falcon Plumbing has been in business for 28 years, family owned and operated. Our large returning customer base and service record, speaks for itself. The Manager tried to help Ms. ******* numerous times by telephone. She used multiple vendors to try to help her with the same issue.
Final Consumer Response
Falcon Plumbing has yet to rectify this issue. I paid them $850 and they did not do the job that I hired them to do and they have not honored their warranty. I have since had to spend more money to hire another plumber. This plumber ran a camera through the plumbing line and the video shows there are still large pieces of snake caught inside the line. I hired Falcon to remove those pieces of snake obstructing the line and they didn't do so. In addition I have since learned from other plumbers that Falcon should have ran a camera in the line themselves after working in the line to confirm whether or not they had removed the snake. This was not done. I am demanding a refund.I have copies of the video for arbitration purposes.