ComplaintsforWorks Plumbing and Rooter, Inc

• Initial Complaint

  07/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 7/19 I called Works Plumbing to handle a clogged sink. I reported water dripping out of the garbage disposal and the sink not draining. A technician, *****, came and presented three options: premium, moderate option, and the economy. He did not go into any detail about premium option, said moderate involved jetting/flushing the line, and the economy was snaking the line. I told him that it was very odd that he is not making a recommendation on his expertise, but rather giving me options without telling me what would resolve the problem. I again asked about the garbage disposal leaking and he said that was not the problem, it was just overflowing. Because I felt I had no other choice since no other plumbers I had called were available I authorized the economy option. He said he would check with his boss and get a 10% discount authorized for a total of $475. I said that seemed very high for 20 minutes worth of work and no parts needed, but relented. I again asked him about the garbage disposal and he said that was not the issue. ***** completed the work, tested the system superficially, said it was resolved, charged my card and went on his way. The next morning, 7/20, I saw big puddle under sink. Water was dripping from disposal. I asked them to come look as they swarrantied for 30 days. A manager - *** and a technician came out. *** said it was the garbage disposal and said the technician yesterday should have known. He said the charge would be $880 to replace the garbage disposal. He offered a 10% discount, then I said that was not right, that the work the previous day was not accurate, then he offered 25% and we want back and forth until he credited the previous day to bring down to $506. There's still a drip under sink! I called on 7/21 and they promised they would return that day, gave a 4 hour window and didnt after multiple calls. At this point I do not trust them to resolve issue. Invoice ******** states cabling of 100 ft, ***** toid me he only went 15.

  Business response

  08/08/2022

  Hello, we are responding to this complaint with the following explanation. Our technician was on RJ's property on July 19, 2022. The technician responded to this service call for a clog drain located in the kitchen. Our technician started the process of doing a basic evaluation based on the condition at that time. He determined that the water leaking out of the garbage disposal and the pipes is due to a drain back up. The technician provided the client with options based on his finding. The options we provide will be catered to the problem at hand. We offered three repair options that the client can choose from based on their budget. We let our clients decide since they are the one who will approve or decline any recommended services. Our technician did present them and explained what each one will entail. The client at that time did not like the options presented mainly due to the price. We did offer a discount to help out the client (we are not obligated to do so) but we did. The client approved the economy option and our technician proceeded with the work and completed the task. Our technician did a performance leak test and the drains were flowing normal at that time with no back up. No leaks was detected after the service was performed (he ran water down the drain to test). The technician collected payment and left the property. 
  
  The next day July 20, 2022 the client called us back and stated that his garbage disposal is leaking water when used and when water is running on the top down. The client requested a late appointment window (430PM) which we honored for client satisfaction. We sent our Operations Manager with our shop ******* to re-evaluate the client concern. We do this process because call backs or re-attends does not sit well with our standards. The client welcomed them in and signed the new repair order authorizing them to be inside the property. The result of the inspection is that the kitchen sink drain is flowing normal as designed with no back up detected. All of the under kitchen sink pipes was also dry with no signs of any leak at that time. The garbage disposal unit is leaking from inside out when water is flowing (this is an internal failure of the garbage disposal). The water would come out of the bottom where the electrical cord is located posing a electrical hazard. The client at that time was with the technicians in the kitchen and did not leave at all so he was aware of what they were doing and what they found. The kitchen sink is a double sink or another way of explaining this is that there is a center divider that separates the left side from the right. The garbage disposal unit is located on the left side and the right side goes to the main drain. They informed the client that the garbage disposal unit is leaking and will need to be replaced. The client mentioned to them that the previous technician was there yesterday and cleared the drain but did not fix the problem. 
  
  The first technician after performing the drain service should have tested both sinks and not just the right side. Doing this would have presented the garbage disposal issue right away. We know the drain line is clear, but the first technician left with out testing the left side where the garbage disposal unit is installed. So there could have been two issues to begin with and only one was addressed and solved at that time. The second crew that did the recheck did inform the client that there could be the possibility of having two separate issues but the client did not like the explanation given and stated that the initial problem was the garbage disposal unit. To take care of the client right away and fix the problem, we offered to install a 3/4 horsepower garbage disposal unit for the price of a 1/2 horsepower unit (the one they had was a small 1/2 horsepower), also instead of charging the client with the replacement of the new garbage disposal only, for client satisfaction we gave him credit for the previous work. The client made the decision and approved the proposal and the second crew did the repair that same day. The property location is down on ************** area and our intention was to help out the client and fix the problem. Our crew left and came back with the materials needed to complete the approved task. Upon completion of the repairs, the second crew tested the garbage disposal for proper operation, no leaks detected and operation of the garbage disposal unit is normal. The kitchen drain was also tested again to make sure it is flowing properly, no blockage detected and the kitchen drain is operating normal at that time. The under sink pipes (p-trap, basket strainer, etc) was also tested to make sure there were no leaks, no leaks detected at that time. The client was watching all this and the crew also showed the client that there were no drips on both sides of the sink. The client was happy at that time that there's no more leaks with the garbage disposal unit and the drain is flowing. 
  
  We then on the next day get a call again from the client stating that the dishwasher when used leaks under the kitchen sink. He mentioned to our dispatch that he has a part for what ever was leaking. We don't know why he has a part. This is obviously a unrelated new issue and the client thinks that all is tied together. The client demanded that we go there ASAP and even later. The dispatch made the client aware that we were booked that day and we could not send the same crew right away. He then threatened us that he will report us to BBB if we don't do what he is asking. 

  We believe that we never took the client for granted and even stayed late the second time to make sure everything was fixed properly. He did wanted some discounts and we provided him with a price that was fair and credited him for the previous day. The install charges were also discounted as he would have paid for the price of a 3/4 horsepower unit but instead paid for the price of a 1/2 horsepower unit and we installed a 3/4 horsepower unit. We also leaned on the client side by giving him the credit for the previous repair, even if the evidence shows we did clear the kitchen drain (we only missed checking the garbage disposal unit on the first visit). If everything transpired properly, the client would have paid for the drain issue and another one for the garbage disposal issue. We know that to a client, they rarely see what it takes to complete and fix an issue or problem. The tools, experience, materials, and the most precious of all, time. We did not force the client to do business with us, that is why we provide the options and they decide on what to do, if any of the options did not fit the budget, he should have said no and we would just leave and respect their decision. 

  As for the dishwasher issue, we don't work on appliances, but we can do a diagnosis to determine if it is caused by the dishwasher or something else might be broken. We of course will need to charge accordingly regarding this matter. 

  
  

  Customer response

  08/09/2022

   
  Complaint: 17636977
  
  I am rejecting this response because:
  
  

  it is not a dishwasher issue, but rather the hose from the garbage disposal to the overflow vent. They would have had to install at least one end of the hose to install the garbage disposal and they did not come as promised to inspect the issue so they would not actually know what it is!  While they have written a calm response with many facts as to their side of the experience, they neglected to finish the job they started after many visitors and have left me with a still leaking sink , which was entirely in their power to fix in the first visit. All the discounts they described are accurate, but they dont mention that other than a 10% discount on day 2, I had to negotiate to get the credit for day 1. The operations manager and I kept going back and forth and I relented eventually because I wanted them to fix it. Simple comparison pricing would show that $500 to snake a drain and $900 to install a garbage disposal (with a leak still) is fleecing your customer. Day 1 I accepted the charge as the price you pay for moving to a new area and having a plumbing emergency, Day 2 I did feel better once it was fixed and I got the credit, but on day 3 and still to this day I have a bowl collecting water under the sink. Could you not see why I would be hesitant to call this crew? I would like a $500 credit so that I can call a different plumber to resolve this issue. 
  Sincerely,
  
  ****** (rj) Salus

  Business response

  08/09/2022

  We can send our shop ******* again and recheck the work we did at no cost to the client. That part the client is describing is the dishwasher air gap where the hose from the dishwasher routes into and then exits to go to the garbage disposal unit. The air gap was not removed during disposal unit replacement. ************** can go there on an early time slot to do the inspection and find out where the leak is coming from. If additional repairs will be needed or any charges may incur, the client will be informed before proceeding. 

  Customer response

  08/10/2022

   
  Complaint: 17636977
  
  I am rejecting this response because:
  

  The business is making a conclusion about what the problem is without putting eyes on it. We dont know whether it is the hoses yet, it is only my speculation. Even if it is, they are claiming they didnt touch them, but the hose is connected to the garbage disposal so their conclusion that it has nothing to do with their work is not accurate. Further, I gave the business an opportunity to come back and talked to the office about 6 times in one day after they promised to. I waited in my house for 8 hours for them on 7/21 after they promised to come, knowing that I was going on vacation on 7/22 and I had their assurance they would come that day. They did not come and having them come out a third time and potentially charge me another exorbitant fee for something that should have been quality checked on the first go really scares me. I have already paid them over $900 and i do not want to spend more money with them nor have them return. I would like to hire another plumber to check their work. 

  Again, I am asking for a credit from their work so I can do so.
  

  
  Sincerely,
  
  ****** (rj) *****

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