ComplaintsforPlumbing Express, Inc.

• Initial Complaint

  12/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November 28, 2022, at 10:30am, the business came out, was contracted and did not locate pipe. The business left around 4:00pm. The business kept my heat and garage door opened all 3 days tracking ***** matter inside of my home from attached garage. The business also came out again on Nov. 29, dug two holes, but did not find any piping. On Nov. 29, after they dug the first hole, they said they used a camera down my mainline and found a plumbers rod in my mainline and that it was the problem as to why they could not locate piping outside. The business came out again on Nov. 30, dug more holes and still did not find piping. The amount of the contract was $4,378 with a $2,000 down payment. The business was to install a clean-out line on November 28. The business did not install a clean-out line and could not find any piping with 3 digs to my front yard. On November 30, the business walked off the job stating they did not want to tear up my property any more, and that I did not have any more money for them to tear up my concrete steps to locate piping. The business dug up my front yard destroying property and walked off the job after 3 days of incompetence. The business did not resolve the problems they created, but stalled and lied to me instead. Said they would repair my yard lamp that they destroyed with their backhoe, said they would give back at least $1,000 of the down payment for me to buy seed for my front yard. The owner told me that SHOULD BE enough. None of what they said occurred. Copy of contract attached along with pictures of before and after. Another company came out charged me $600 on December 3, 2022 and was able to locate sewer pipe from outside. A third company came out on December 6, 2022 with a better price, located my sewer pipe from outside of my home and installed the clean-out line on December 8, in a matter of hours without coming into my home at all. In contact with their insurance company and village to resolve these damages.

  Business response

  12/29/2022

  We were 1 of 4 companies that struggled with your situation, but were not made aware of these prior visits. Our company found multiple cables left in your sewer line from these previous companies and worked with the village to help you. The owner made arrangements that you agreed upon. Unfortunately you decided to take another direction without notifying us. And because of that, we are no longer able to make any further comments or agreements.

  Customer response

  01/12/2023

   
  Complaint: 18627290
  
  I am rejecting this response because:

  Although the *********************** response states, We were 1 of 4 companies that struggled with your situation, but were not made aware of these prior visits.  This is an untruth.  No other company came to my home prior to *********************** arrival on 11/28/2022.  As indicated in my complaint, (2) companies came after Plumbing Express. One on 12/3/22 that located my sewer line.  The other on 12/6/22 to locate the line and subsequently install the cleanout station on 12/8/22. This company removed a cable from my line, which I still have, and that cable was several years old. 

  Also per their response, and worked with the village to help you.  Plumbing Express has not worked with my Village.  My village recommended the company that installed the cleanout station on 12/8/22 and located my sewer line on 12/6/22.  Their expertise completed this work without a struggle.

  In addition to the above untruths, Plumbing Express states, The owner made arrangements that you agreed upon. Unfortunately you decided to take another direction without notifying us.  The owner of Plumbing Express and its staff did not follow through with any arrangements or things they said they would do as indicated in my complaint.  It was not until 12/13/22 that I engaged *********************** insurance company pursuant to my village having given me Plumbing Express certificate of insurance.  Plumbing Express insurance carrier, **************** also notified Plumbing Express. 

  Plumbing Express further states And because of that, we are no longer able to make any further comments or agreements.  The responsibility to resolve these damages belongs to Plumbing Express, and their insurance company *************** does not absolve them. 

  Furthermore, I have received the attached response from the *************** **** and I am awaiting their letter of denial as stated in the attached email from the *************** rep.  Per the **** *********************** insurance policy does not cover the damages by their insured.

  
  
  Sincerely,
  
  ************************************************

  Business response

  01/16/2023

  The owner made arrangements that you agreed upon. Unfortunately you decided to take another direction without notifying us. And because of that, we are no longer able to make any further comments or agreements.

  Customer response

  01/18/2023

  Complaint: 18627290
  
  I am rejecting this response because:  the response is non-responsive to the damages I have incurred, which are accruing as a result of the business neglect.  Their earthworks are creating sinkholes in my front yard as evidenced by the attached photos.
  
  Sincerely,
  
  ************************************************
  Complaint: 18627290
  
  I am rejecting this response because:
  
  Sincerely,
  
  ************************************************

  Business response

  02/01/2023

  Unfortunately you decided to take another direction without notifying us. And because of that, we are no longer able to make any further comments or agreements.

  Customer response

  02/02/2023

   
  Complaint: 18627290
   
  I am rejecting this response because:
  

  This statement the business continues to provide, at each entry, is not a resolution; nor even a response.  It is only another demonstration of disregard to the damages they created.

  
  Sincerely,
  
  ************************************************

• Initial Complaint

  09/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 9, 2022 I hired Plumbing express to root out my main drain from house to the outside city main. The young man that was sent was set on selling me a more expensive job. I asked that he complete the job that I hired him for. He told me that he had run his machine through my drain several times. When I asked him to do it one last time to ensure the job was done, he did not. By 7:15pm the following evening, my problem returned worse then it was before the rooting. I contacted the worker and was instructed that I would have to repay for the the service or upgrade to the new service. I told him that the job was not done properly and I should not have to pay again for the service because the problem occurred within 40 hours of the original rooting. When I attempted to call the main line, I could not get through to a supervisor to remedy the problem. If the worker had told me that he was unable to do the job, I could have gone with a different company to begin with.I paid another company to come out to do the work. The issue has been remedied.

  Business response

  09/27/2022

  Our plumber was dispatched on September 9th and by no means had any premeditated intentions of upselling anything. In fact, *************** was the one that wanted to know if she could charge her tenant the cost of the rodding since there were wipes and tampons found in the line. *************** was upset that her tenant watched the technician pulling out roots which was mentioned in the invoice and shown in the attached photo. When our technician went to collect payment she was disputing with her tenant about who was responsible for the bill. *************** ended up paying the invoice and was also given the option to hydrojet the line or install a new cleanout which is always the next best steps when there is root infiltration in the sewer line that cannot be warrantied. We are only governed by the size of the cleanout in the basement. When rodding from a 3 or 3 1/2" cleanout and need to go in *****' that hinders progress and can only do so much with rodding equipment which is why the other options were recommended. She opted out of these services. Our technician spoke with her on Monday the 12th and he explained he could return on site but there would be a charge, she opted out of services again. There is no phone record of her call to the office after speaking with the technician on the 12th.

• Initial Complaint

  02/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am having a bathroom remodeled and one evening we discovered we had no hot water. Hot water would come out of the faucet for about one minute and then turn cold. I had my contractor check his work the following day and he said it was nothing they did to cause the problem. I contacted ********* Express Plumbing and explain the problem and scheduled a service appointment later that day, Wednesday, February 9th. Once the plumber arrived he called me to let me know that there was a lot of sediment that *** have caused the problem and recommended replacing the water heater. He also told me the brand of heater was prone to failure. He then told me a new water heater could be installed for $1,885.00. I explained to him that although my current heater was made in 2016, it was installed in 2019. With only three years in use I asked him to attempt to repair the existing unit. He called me back and told me the gas control mechanism would need to be replaced and would take several days. He also said he could replace the whole water heater today for $1,885.00. I reluctantly agreed to a new water heater and paid by credit card. When I returned from work that evening I found a new water heater and the exact same issue with hot water. It was coming out of the faucet hot and turn cold within a minute. The next morning I called ********* and spoke to their office manager. She had a different plumber come to my home and reported that there was air in the water line that was causing this problem. It is evident that there was nothing wrong with the water heater inspected by ********* employee on Wednesday only air in the line. The air in the water line was likely caused by my contractor and I am dealing with him. I feel that I was pressured into buying something I did not want and found out I did not need. I'm unsure that this deceptive practice is company policy or just an incompetent plumber. I called the office manager back and she was unwilling to acknowledge any wrongdoing.

  Business response

  02/12/2022

  ****************** called us out about his water heater that was not kicking on, therefore was not getting hot water. The plumber was dispatched same day on February 9th and the customer was given two (2) options, to replace the gas control valve on the existing heater for $385 which would not come with a warranty. The technician recommended putting the money into a better brand water heater due to the issues that were well known in our industry. The customer stated do whatever you have to do to get hot water tonight for my wife. Because the part would not be readily available for a couple of days ****************** opted into a new water heater.
  
  The next day ****************** called to say he had no hot water. That morning a different technician was dispatched and found nothing wrong. There was hot water and the technician had the contractor on site test as well. There was no fee charged to ******************. He called later that afternoon accusing the plumber of pressuring him to replace the heater which was false. He also accused his contractor of causing the damage and would take it up with him as well. There were no pressure tactics used, only options.

  Customer response

  02/17/2022

   
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

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