The owner **** failed to use proper equipment to fix drainage problem which resulted in property damage. He responded by denying he was responsible.
On July 22, 2013, 24/7 Plumber was called to fix two problems: a master shower drain and toilet backup and a master sink clog. When the owner **** started on the sink clog, instead of getting a bowl or bucket to collect the water in the trap as he disassembled it, he proceeded to take it apart and allow it to drain into my $2,000 vanity cabinet because he said he didn't have a bowl! this is after I asked him to be very careful since the house had just been completely renovated and everything was brand new.
It is routine to have something to collect water when a plumber is taking apart a pipe! Instead, he took an old shop vac that barely worked and tried to vacuum up the water in the cabinet. I ran downstairs to get him a bowl. Downstairs I discovered that there was water leaking out of the ceiling in my kitchen directly above where he was working. Apparently, the water he failed to collect had run down the subfloor and through the ceiling above.
When he saw the water, he first said it was from the subfloor where it leaked, then immediately retracted the statement and said that he wasn't responsible. I asked him what he was going to do about it and he replied, "Nothing." He suggested that he should open my wall (cutting through wall tile in the bathroom) to examine for a leak. I denied that request and told him I would contact my general contractor to address the problem since the house had just been renovated. I told him to leave me a bill and I would pay it once the contractor determined there was no drywall or other damage from the water leak he caused. He told me, "Then I will not leave. I am not leaving without payment." I am going to call the police!"
I couldn't believe that refused to leave! He charged me $348.02 for the work he performed. said he didn't charge me for the sink repair, because he didn't fix it. Well, he shouldn't have charge me at all for anything because of the damage he caused to my cabinet and the ceiling. In addition, he left the bathroom very dirty.
Subsequently, I had to pay another plumbing company to come and make sure there was not a bigger leak in the pipes and to actually fixed the clog in the bathroom sink that he was not able to repair.
The service and workmanship **** displayed was poor. I have never had a service provider damage my property right in front of my face and claim they didn't do it!
I would like at least a partial refund of what I paid 24/7 plumbing. I would be satisfied at this point with $175 refund to offset the cost for the other plumber I needed to call to repair the problem he helped to cause.
Full or partial refund of amount paid. At least $175.00
Business' Initial Response
This response was provided verbally to BBB:
We would like to see a copy of the invoice from the other plumber before deciding on reimbursement.
Consumer's Final Response
Here is the invoice from when the additional plumbing company had to come out and fix the same problem 24-7 said they fixed and what I paid them for. The clog in the shower drain was never repaired as represented by 24/7. After ******** Plumbing spending over 2 hours there, they finally fixed the problem, by attacking it from the outside cleanout and by snaking the toilet. As you can see, I paid ******** $275.00. I paid 24/7 even more at $348.02 for a job they didn't complete properly. My request is to be refunded $275.00 I paid to ******** to actually correct the problem.
Please let me know the response.
Business' Final Response
My name is *******; I am one of the other owners of the company.
We apologize for the delay in getting back with you since receiving of the invoice from ******** Plumbing.
I would like to address the comments and issues you have stated in your complaint.
First and foremost, we did not cause damage to your property; your claim has no merit towards 24-7 Plumbing. Stated below will give you reasons why we could not be responsible for any damage to your property.
Secondly, you could have called the office to speak with me in regards to this issue you had, instead of filing a complaint. You never gave us the opportunity to rectify this matter.
Upon arriving to your home on July 22, 2013, the sink was already overflowing, along with a whole house stoppage; due to the fact of remodeling your home, your General Contractor's helpers placed tile debris and grout down your drains, along with you flushing feminine products. Just alone with tile debris and grout, this can cause extensive damage to all your piping. Also flushing maxi pads, whips of any short, paper towels, etc. will cause a main line stoppage. (We went 25 feet into your system and cleared your water closet in master bathroom.)
When we opened up the drain, there was a small puddle that was immediately cleaned up with an expensive wet vac. All of our equipment is always in proper working order. It might have appeared to you as old due to the fact it is used in remodeling jobs and emergency calls. However, rests assure we invest in our equipment and insure they are in proper working condition.
As far as your claim regarding water leaking from your ceiling into the subfloor, this was not caused from us taking the drain apart, this was due to the fact you have a leak in one of your pipes, which you refused for us to investigate. Unfortunately, we have to open a wall to see the pipes. We tried to explain this to you, however you became combative. We understand the stress of remodeling a home. We specialize in plumbing remodeling, so we understand and are very knowledgeable in the care of the plumbing system.
This leak is likely due to the fact of tile debris from the remodeling you had done and due to the possibility of one of the GC helpers nixing or drilling into one of the pipes.
For the General contractor to throw tile debris and grout down your drains is basically a form of sabotage. This is a "no-no" in the construction industry to discard products like this down any drain. They only few reasons this would occur is they were lazy or they were upset with you (revenge).
From reviewing ******** plumbing invoice date July 31, 2013, 9 days after us being there, resolving your water closet stoppage, we see you still have not repaired the sink issue or the leak. Please note, you will continue to have stoppage issues in your home until all construction debris is cleared. Also, if the leak is not addressed soon, you will have a busted pipe that will flood your home. There have been cases where the construction debris caused so much damage; the consumer had to re-pipe there whole plumbing system.
Bottom line, we did everything in our power to help you resolve your plumbing issue, we did clear your master water closet, but as you can see nine days later it backed up again. We only warranty stoppages for 48 hours. As stated, you refused for us to find the root of the leak in your home.
As far us **** stating he was not going to leave until he got paid and calling the police we had every right to demand payment, due to the fact we did perform a service and did clear the water closet stoppage. We did not charge for the sink issue because you did not want us too. We had to remove the toilet and reset the toilet, along with "snaking" the system. This is a labor intensive job. Refusing to pay us is a form of theft. You should know this Ms. ********, since you are an Attorney. When one of your clients is not willing to work with you, becomes combative or just not happy with your service; they refuse to pay you after you already had performed a service from them, which in turn I am sure you would place a lien or file a suit for Attorney fees.
Ms. ********, being a Paralegal for 17 years and an All Lines Insurance Adjuster (emphasis on property damage), your plumbing issues were due to your General Contractor's negligence of throwing contraction debris down your plumbing system. I suggest you obtained reimbursement for all plumbing related issues from your General Contractor who did the remodeling.
We truly empathized with your situation. Therefore due to the "heated moment" you and **** had and you feeling not a 100% satisfied with our service, we will reimburse you the $175.00 which you requested. We will send out check today to: ************************** XXXXX
Unfortunately, as you know, there are some people in the world, no matter how much you give them for free (stars, moon and sun) they will never be happy.
We hope that you will not have any more issue with your plumbing and your General Contractor will do the right thing due to his negligence.
******* *********, Owner