ComplaintsforPlumb Works, Inc.

• Initial Complaint

  08/10/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On June 16, 2021, when we ran the water in our upstairs master bath shower, the water backed up in our kitchen sink and flooded the kitchen floor. Plumb Works came out on June 17 and charged for "Main Line Stoppage-Through Toilet 100-ft" and Clear Main Stoppage Through Toilet & Camera." The charge was $716.96. On Saturday, July 31, 2021, when we ran the shower in the same bathroom, the water again backed up in our kitchen sink and flooded the kitchen floor. When we called Plumb Works that same day, we spoke with someone at XXX XXX XXXX. He said he was informed by his boss that their work is only warranted for 30 days and since our work was beyond the 30 days, they would charge a trip fee and an additional charge for whatever work was required. We declined. On August 4, Fletch ****** ran a camera 52 feet to the outside of our home and found blockage in the kitchen and farther down the line.

  

  Business response

  10/15/2021

  Business Response /* (1000, 5, 2021/08/19) */ Below is the verbiage from the invoice which I will attached. Master bath was backing up into condensation drain on HVAC and kitchen sink. I pulled master bath toilet, upstairs. Scoped and cleared line of stoppage. Sewer system is now draining properly. Made minor repair to condensation line N/C We cleared the blockage and according to the invoice everything was draining properly that day and the next 5 weeks. We do warranty drain cleaning for 30 days only. Its unfortunate that there was another blockage, but we cannot warranty what a property owner puts down a drain line. Consumer Response /* (3000, 7, 2021/08/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) Plumb Works claims it only warranted its work for 30 days. This Is a disclaimer and not a warranty but whether a warranty or a disclaimer , it should have been in writing and explained before the work began. This was no simple clearing of a clog. It cost $716.96 and supposedly involved use of a camera to ensure clearing the line. The second company that assessed the problem discovered that the problem was thick scaling which had nothing to do with what we May have placed in the line. Plumb Works should have seen the same problem and for $700+ they should have fixed it and warranted the work. Business Response /* (4000, 11, 2021/08/31) */ We always try to to be upfront and do a thorough job with all our customers. This includes our warranties. We also try to look at things through a home owners eyes because we hire service companies to work on our properties as well. If our warranty was not stated to you properly, we apologize. But, I do believe we cleaned your drain and or sewer line and it ran free of clogs for five weeks. I cannot say what happened after that. We always try to treat people fairly. So in that respect we will reimburse you $ 300.00 for a good will gesture. Consumer Response /* (4200, 13, 2021/09/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Goodwill is not saying we helped you out for five (5) weeks so you should be happy and take this $300. True goodwill is earned by saying we really should have done a better job and fully resolved your issue for the huge amount we charged. We accept responsibility for the cost of a service call and will settle for a refund of $600.00 PS. We received your check today in the amount of $300.00 and will return it to you!

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