ComplaintsforPR Plumbing, Heating & Air Conditioning Inc

• Initial Complaint

  08/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  May 19 2023, PR Plumbing, Heating & Air Conditioning Inc. came out to check our ***** line because there was a backup. They did camera the line and discovered the supposed two areas causing the issue. According to their findings, the connection to the toilet needed to be replaced and, more importantly, the clay ***** line had root buildup in the front yard. They dug up that portion and installed a two-way cleanout which was supposed to have solved the problem. They completed this work on May 25th, and I was charged $3000.However, the same backups continued to occur. I contacted PR to send out a technician to snake the line. 7/29 the plumber immediately stated that the issue is likely located in the street. On 7/31 they sent someone out to actually camera the entire line and discovered another replacement that should have been made 5 feet away from the cleanout they'd previously installed. They also found two other root intrusions into the street that needed to be addressed because the ***** line was so impacted the entire line would need to be replaced including the two way cleanout they had just installed.I had two other companies come out to check out the line, and both described that it is highly unlikely for PR to have missed the other root issues. Additionally, both companies identified that the two-way abs cleanout was not installed at the correct depth and caused a belly to form between that installation and the intrusion only a few feet away.I'm seeking a refund because all of these events indicate to me that PR had an awareness of a greater issue than what they led me to believe. The service they did provide was incorrectly completed, my problem was misdiagnosed, and I was charged for a costly job that didnt actually solve anything. It's important to note that PR does not have permits for "street cutting" or excavating a portion of the city street to access the *****, therefore the $3k job was a final effort to charge me what they could.

  

  Business response

  08/25/2023

  on 5/24 PR plumbing answered a service call at **** e ****** for a back up. The home was not equipped with an exterior clean out for clearing stoppages. PR attempted to clear the line from a roof vent. We could not get it clear from the roof vent. We ran the camera and it would only go out approx. 50' due to a root intrusion. We went under the house to try and locate the direction of the line at this time we diagnosed that the toilet ****** was leaking. We found the main sewer line and root intrusion location outside the house, we issued a bid to dig down, remove the root intrusion and install a two way clean out. The bid was approved and on 5/25 we installed the two way clean out and removed the root intrusion. This work had a charge of $3000 dollars, services and materials were rendered and the sewer line was flowing. One month later on 6/30 we received a call for a stoppage and we came out and cleared the line free of charge. One month from then on 7/28 we received a call for stoppage, we cleared the line and assessed a charge since it had been two months since the removal of the root intrusion and installation of the clean out. We sent the camera out on 7/31 free of charge and we found multiple root intrusions in various locations of the sewer line, none being in the location of the original work. One to be in the street at which point we advised the customer to seek a contractor that does work in the street since PR Plumbing does not do this type of work. We will not be issuing a refund since services were rendered and the problem was resolved. The finding of additional root intrusions two months later does not discredit the original work done.  

  Customer response

  08/25/2023

   I am rejecting this response because:
  If the true cause root intrusions were identified in the first place I should have been notified to pursue a job that would actually address the root intrusions found throughout the sewer line. This further proves that PR was aware of a bigger issue and went along with charging me for something that they could get away with well knowing that the actual issue would not be resolved. The two way clean out accomplished nothing and would have to be replaced due to the entire line needing to be replaced, second it was installed at the incorrect depth. 

  
  

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