ComplaintsforCatons Plumbing & Drain Service

• Initial Complaint

  10/09/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Catons plumbing was hired to clear a clogged sewer line at my home. We discovered the old cast iron pipe was clogged and need to be replaced. I hired Catons to do a pipe bursting. They conducted to pipe bursting, using a subcontractor. I discovered after the job was complete that there was an additional bathroom connected to that sewer line that was not identified in Catons assessment and the pipe bursting disconnected it from the main sewer line. This was discovered in early July of this year, it is now October and Catons has not repaired it, I call the manager Greg at least once a week and he only responds after 3-4 attempts, then he says they are waiting on something and doesn't contact me for two more weeks. We have been unable to use this bathroom and shower for 2.5 months.

  Business response

  10/09/2023

  We have sent a proposal to the customer for the additional work.  The customer has accepted the proposal and the work is scheduled for Monday 10/16.

• Initial Complaint

  09/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 6/21/23 Caton came out and replaced my broken water heater. Took 7 hours to for him to complete and left a water mess all over my basement. Two weeks later (7/12 or 7/13) the same plumber comes out as the water heater is not working. Was told nothing was under warranty and it was due to a surge. All they could do was reinstall and give me $500 off. I was told to get an electrician for the surge.There would be a charge for him to come out as nothing was under warranty. I told them no and I was going to get a second opinion I hired an electrician who informed me the wire i have is aluminum and the plumber did not use the right connector hence why the new water heater burned up. There was no surge and the power lines to the water heater were fine I spoke with a manager Dan who verified this information and was told I was going to get a full refund. I checked my last statement and only the charge to come out to look was refunded not the full amount. Called their billing who stated they would honor the original refund and that a manager would call me. The new manager called and said after research they would not refund me the full amount only the parts.

  Business response

  10/06/2023

  This letter is in response to a credit card dispute for ***** ******* for $2591.06 for a Water Heater installation on 6/23/23. We were sent back to ****** house on 7/11/23 for her Water Heater not working. We informed ***** that the water heater had been burnt up most likely due to a power surge or her incoming power to the heater. Kate informed me that she hired an electrician who stated there was no power surge and that it could have happened due to improper wiring connections. I informed ***** that if the wiring connections were done incorrectly, then as soon as we turned the power back on it would have burnt up the water heater at that time and not almost 3 weeks later. Also, if there was no issue, why did the electrician change her aluminum wiring to copper if the fault wasn't ****** incoming power line. As a good faith we informed ***** we would refund the parts cost of $1685. I also showed ***** photos of her power line with scorch marks and stated the scotch marks were only on her incoming power line and none on the water heater connection resulting in the issue coming from her power supply line. I have attached a copy of her invoice. If you would like to see pictures of the wiring, please email me. 
  Please feel free to contact me if you need additional information or verification. 
  
  
  

• Initial Complaint

  04/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  In June 2022, I paid Catons Plumbing $3980.84 (Invoice No. *************) to have a tankless water heater properly installed on my property by a qualified, licensed plumber, to replace a traditional tank water heater. With this, I also received a 1-year residential guarantee for labor. While attempting to get estimates for the annual maintenance/descaling service for the water heater, two plumbers outside of Catons and one senior technician from Catons independently informed me the tankless water heater was installed incorrectly and maintenance can not be conducted. The water heater does not have a maintenance kit, it is missing a shut off valve and the carbon monoxide vent is sloping the wrong direction. My estimate/invoice from Catons Plumbing includes a maintenance kit, so I have already paid for this. Zach, the plumber who did the incorrect installation to begin with, came out to my house on 4/4/2023 when I was not home, and he installed a quarter pipe on the exterior vent and claimed the issue was resolved. However, nobody from Catons explained to me what issue this resolved, or why this was done without any authorization from me for him to conduct any work on my house. In speaking with Catons Plumbing managers, Jason and Dan, I am told they will install the maintenance kit for free but I will have to pay for the part itself. They have not offered any resolution to install the missing shut off valve or to fix the slope of the carbon monoxide vent. I took work off for the appointment on 4/10/2023, when Catons was scheduled to fix the water heater installation issues. I confirmed this appointment on Friday, 4/7/2023, as well as on the morning of 4/10/2023. However, at 9:44am, on 4/10, I was informed that no plumbers will be out for the appointment today. Since 4/1/2023, when this issue was first identified, I have repeatedly been told by Catons staff that a manager will reach out to me. I have yet to be called by a manager. I am the one who initiates any contact with Catons to find a resolution to these issues. Nothing gets resolved in any of the conversations, and I always am told that I have to talk to someone else who is "not in the office today". Now when I try to speak with Managers Jason or Dan, or their supervisor, Greg, everyone is busy and this issue is still not resolved or moving anywhere toward getting resolved.

  Business response

  04/14/2023

  We have contacted the customer and will be installing the valve kits free of charge on 04/17/23.

• Initial Complaint

  03/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 2, 2022, Catons Plumbing came to my house to clear my main sewer drain. The line was only partially cleared that day as they could not snake it all or get their camera line down to see the problem. I paid them $664.00 by check that day (Invoices 181-******** & 181-********), with a promise that the next day they would provide me a plan and estimate to fix it. The next day my line was fully stopped up again and Catons would not even return my many daily calls, much less provide an estimate. After 2 days, we moved into a hotel. Six days later at 8pm, a manager called me and said they were "still assessing the project". After that I found other people to fix my sewer line and it turns out Catons had further damaged my line trying to clear it. Since then no one will return my repeated phones calls. They say their work is guaranteed, but they will not answer calls. I am willing to overlook their damage and my hotel bills if they refund my $664.00.

  Business response

  03/21/2022

  Business Response /* (1000, 5, 2022/03/12) */ We have contacted Mr *****. We serviced his home on February 2, 2022. We cabled and cameraed the sewer line on that date as well. We found a break in the line and as it turns out the there was a house trap on the line. These are no longer used or accepted by plumbing code. Mr ***** had others expose the line and make a repair. We agreed to refund Mr. ***** for customer satisfaction.

• Initial Complaint

  11/18/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 9/30/21, Catons was dispatched to my home to address a leak in my master bath and basement ceiling. The plumber determined I needed the overflow repaired in master bath and the waterline replaced which caused the leak in the basement ceiling. He replaced these issues which cost me nearly $1,000. During the time of service, I received a call from Candice D***, Field Supervisor at Catons. Ms. D*** asked to come to my home to assess damages and see if restoration was needed. Within the hour or two, she and two gentlemen were there with leak detection devices. Ms. D*** asked me to contact your insurance company to file a claim. I informed her that I already did but I wasn't sure they would cover this. She said she works with insurance companies all the time and they will pay. I retrieved my claim number and gave it to Ms. D***. Prior to leaving she handed me blank documents to sign and I told her I was not comfortable signing them, that I needed to see what you're being my insurance company. She said that this was their process to expedite service and I should receive everything electronically. To date I have yet to receive a explanation any charges. On 11/15/21, I received an invoice telling me that I agreed to pay $7,414 and payment is 30 days past due. This invoice is fraudulent/inflated because I NEVER AGREED TO THIS. They took advantage of my vulnerability & lack of knowledge for this process by withholding info about their service & charges. The services rendered was excessive & unnecessary now I understand why. The purpose was to inflate these charges. This was recognized by my claim's professional and most of their charges were denied. Caton's placed 18 machines in my 1380 SQ FT home for two damp spots and a slow drip in the ceiling. The amount of service provided doesn't match the minimum damages from these leaks. Lastly, because I've been gouged their service consumes nearly 80% of my claim. Leaving nothing to replace the floors and ceilings they removed.

  Business response

  11/29/2021

  Business Response /* (1000, 7, 2021/11/29) */ ***Document Attached*** Catons received the complaint from the BBB on 11/19/21. On 11/22/21 we spoke with Ms ****** by phone and sent her a copy of the information packet attached. Ms. ****** his complaining about the costs and claims that her insurance company complained about our work and that we were improperly billing and setting equipment to "inflate the charges". We contacted her adjuster, Ms. *************** 410-******** of *******************, to discuss the claim. Ms. ******** advised that the work we did was properly done and properly charged. Catons charged $7414.75 for the work we completed. ********* paid Ms. ****** $6651.94 for the water restoration portion of her claim. They also accounted for $6464.53 for rebuild less $1000 deductible and $1600 for depreciation. Ms. ******** also advised that if Ms. ****** gets estimates for the rebuild that are more than what the insurance company accounted for, they will work with her to increase the claim payment to her. Ms. ****** also indicated in her complaint that she did not sign the documents. All documents were signed via electronic signature through docusign. Ms. ****** received a copy of all documents through email within minutes of signing them. If she had any issues with the documents, she could have called off the work as out crews had not arrived yet. On page 7 of the attachment you will also note a copy of a signed certificate of satisfaction. Ms . ****** signed the document on 10/4/21 when we picked up our drying equipment and got our final moisture readings. As Ms. ****** was reimbursed by her Insurance company $6651.94 for the water restoration, Catons will accept that amount as payment in full. Consumer Response /* (3000, 9, 2021/11/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept their response. For starters, Catons admits to having me sign BLANK DOCUMENTS then claims to have sent the invoice immediately following. I did not receive a invoice with a breakdown of charges until 11/22/21 after my BBB complaint. Again, Catons had me sign blank documents without an explanation of their services, charges or equipment. I couldn't have agreed to charges if they were never presented to me from the beginning. This reduce charge is still inflated and does not align with the minimum damage found in my home. 17,18 machines for a damp floor and slow drip in the ceiling was excessive and cannot be explained. Also, after speaking with Greg A******* of Catons on 11/22/21, he claims Ms. ******** NEVER responded to them which is why I received the letter. In their reply they said *************** said the charges were proper. So which is the truth? When I asked him for an explanation of charges he opted to send me an invoice instead. $7414 or $6414 is still inflated when the national average costs about $1000 - $3800, for high end service $4,200. I have reached out to Ms. ******** for clarity regarding this and may be seeking legal help at this point. Business Response /* (4000, 11, 2021/12/01) */ Ms. ****** signed all contract documents electronically via docusign. She was provided a copy of all contract documents via email that was sent to her email address within minutes of her electronic signature of the documents. These documents are the contract documents not the invoice as that is determined by the actual work performed. The final invoice is based on the needs of the individual job that will not be determined until the job is completed. This is an industry standard in the water restoration business. We are a certified firm and performed all work per IICRC standards as specified under the S500. We were unable to reach Ms. ******** prior to 11/29/21. That is why when we spoke with Ms. ****** on 11/22/21 we advised that we were unable to reach her. Catons charged $7414.75 for the work we completed. ********* paid Ms. ****** $6651.94 for the water restoration portion of her claim. They also accounted for $6464.53 for rebuild less $1000 deductible and $1600 for depreciation. Ms. ******** also advised that if Ms. ****** gets estimates for the rebuild that are more than what the insurance company accounted for, they will work with her to increase the claim payment to her. As Ms. ****** was paid $6651.94 by her insurance company for the water restoration, that is what is due to the contractor. Receiving insurance funds and not paying your contractors for the work may be considered insurance fraud. Consumer Response /* (3000, 18, 2021/12/09) */ Unfortunately, I wasn't able to respond due to being on bed rest for the past week. I know this complaint has been closed but I do not agree to any invoice provided by Catons nor will I ever agree. Catons gouged my claim and Shelly K******* knew that which is why she did not pay them. Ms. K******* also agreed and encouraged to file this bbb complaint and to stand my ground wire them. For the last 2 weeks I guess to prevent her from further incriminating herself has stopped responding. I have already contacted Travelers to file a complaint for misinformation. To close this I plan to send Catons a cashier's check for their service. Thanks for taking the time to handle this complaint.

• Initial Complaint

  08/26/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I called Catons for clogged tub to be serviced Aug.22. Aug 22 Catons called me 2X and oddly both times my caller ID indicated call from Roto Rooter.Tech arrived at 5:00 PM. I showed him the tub and he proceeded to write up the estimate.  When I looked at it there was a flat rate of $681.00. Then he applied a 20% discount of -$136.20 which made the total cost of the job $544.80. I could not believe my eyes. I did not see that I had any choice but to sign the invoice. I asked the tech why the 20% discount. His response was it was at his discretion or that I am a new customer. The tech proceeded to snake the tub drain . Completed the task and departed at 5:30 PM . 30 minute job cost $544.30.There is indication of connection between Roto Rooter & Caton. According to ************, Roto-Rooter typically charges btwn $160-$450 for common issues as dripping faucets, line repairs, or clogged drains. See ********************************************************$225 -$500 Avg Roto Rooter

  Business response

  08/31/2021

  Business Response /* (1000, 5, 2021/08/31) */ Customer has been contacted. We use the same call center as Roto-Rooter. We apologized for the mistake with the caller ID and are having that fixed. With regard to the pricing, Catons provided the customer with an estimate prior to doing the work. The customer signed off on the pricing and was given a 20% discount. We did offer to refund the customer $150.00 to try and satisfy her. She accepted the additional refund and thanked us for handling her complaint. Consumer Response /* (2000, 8, 2021/09/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the $150.00 refund from Catons as offered by Greg A*******. This credit has now been applied to my ******** account. I thank Mr. A******* for his offer which makes the final charge for the plumbing service more in agreement with prices indicated on ************. Please close this case and I thank the BBB very much for your assistance in this matter

• Initial Complaint

  07/13/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 4/27/21 I paid caton plumbing $150 to turn the water to my hot water tank off be cause the tank burst. I was told by the Tech Efrain if I had a policy number and claim number for the water tank they could do the work and my insurance company would take care of the water clean up. I provided the required info and they did the work. Weeks later I get calls saying my insurance company didn't cover the clean up and now I have a 6,526.80 bill. I wouldnt have agreed if I knew I would have to pay this bill I can't afford this.

  Business response

  07/29/2021

  Business Response /* (1000, 7, 2021/07/21) */ Ms ********* Called Catons on April 27th. She has a water heater that leaked into her basement causing a lot of damage. Our Plumber turned off the water and let the customer know that we do clean up work. Our field Supervisor went out and talked to Ms. *********. He informed her that they would need to call her home insurance company and get a claim number in order for us to do the job. Ms ********* then called us back and advised that she had gotten a claim number from her insurance company. She told us that her insurance company was Homesite and that her policy number is ******** and that the claim number is ***********-1. On May 3rd she signed Our Water Mitigation Agreement and requested that we do the work. We sent a crew over and performed the work and set up equipment for drying. Our Mitigation agreement includes a signed area specifically noting that Catons has not made any representations to you about wether your insurance will cover some or all of our charges and that she is ultimately responsible for paying us for the services whether or not she has insurance. This is on page 2 of 2 of the Water mitigation Agreement. Ms ********* even signed the certificate of satisfaction which is enclosed as well. Catons submitted the claim to Homesite and were told that they did not have a policy for that address and did not provide any claim number for that property. We contacted Ms ********** who then provided alternate insurance information. On May 17th she provided us with policy information for ********* which does not cover these losses and then on 7/3 provided us with policy information for *********** which also does not cover these types of claims. We are happy to assist Ms ********* with completing her claim as soon as she provides us with the homeowners policy information. We also advised her that we have multiple financing options for her through ******** Financial which includes a 18 month same as cash option.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩