ComplaintsforThe Plumbing Works

• Initial Complaint

  02/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In December 2022 The plumbers that came out were nice but because they seen that I was frantic and really in need I feel I was taken advantage of. I have a small sink in my bathroom and the plumber told me that he could fix my sink for $400. I then ran to atm while they began fixing it. Upon doing so I trusted the men in my house because I live alone and had just come from the hospital. By time I got back they were already done with the sink. Its a really small sink. I then asked could I take a bird bath because I can't use the tub? The plumber said no. He said that he found another leak. I stated that why would you charge me $400 for something that I can't use. He stated that he needed to wait for the pipes to unfreeze. Fast forward to last week the new people who are working on my house turned on the water and the pipe that THE PLUMBING WORKS supposedly fixed was spaying all over. When I called the company and asked why is this happening they then said because the pipe that they fixed is compensating for the other side. So they fixed a product that was doomed to fail. In there desperate attempt to take advantage who obviously knew nothing about plumbing and was in desperate need. This was is the wrong way of doing business. It should be stopped. They should come fix my sink like they said when I gave them the money. So they are trying to charge me almost $1000 for a small sink and I mean its really small. I wish you guys could see this.

  

  Business response

  03/01/2023

  Our technician ****** originally went out to *** ****** property 12/29/2022. He reported that the heat and domestic water lines were shut off to the house and that pipes had frozen. He noted the boiler system and multiple radiators were broken and would need a complete replacement. At this time ****** gave *** ****** several estimates for obvious repair work that needed to be completed. *** ****** chose one option for a copper water line repair (domestic hot side) . ****** completed the work quoted at $471 .  When ****** turned the domestic water back on ****** noticed more leaks. ****** shut the water off because of multiple leaks and explained that to *** ****** per a (recorded) phone conversation. ****** explained after seeing the extensive damage, the best course of action in his opinion was to fix the heating system first to prevent more frozen pipe breaks, then locate and repair all hot and cold domestic water lines that need repairing.  We measured and quoted a new heating system which was submitted to *** ****** on 1/13/23. As far as we know, *** ****** decided to have a friend install a new heating system. None of that work was completed by The Plumbing Works. The people that installed the new heating system apparently turned the domestic water on to use the bathroom while they did their work. On 2/10/23 *** ****** placed a call to our office explaining that the people replacing his heating system noticed water leaking through the walls.  ****** once again explained the issue during a (recorded) phone conversation what his options were to locate and repair these additional domestic water leaks. ****** and our service manager ***** both spoke to *** ****** multiple times. *** ****** has requested that we fix the other leaks for free.  Multiple attempts were made to quote for him and perform the necessary work to fix these issues.
  
  If there are any other questions, please let me know.
  
  Thanks 
  
  *****************************

• Initial Complaint

  09/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/19/22 I had a water heater replaced. The tank was confirmed to be covered under a manufacturer warranty. I was told that I would have to pay the full amount up front and then the tank portion would be refunded once the manufacturer fully approved the tank defect. I was quoted a price of $4262.00. When the work was completed I was sent the invoice that had no breakdown of costs and lists sales tax as $0. I requested a detailed invoice from the company and they repeatedly said that they would not provide one and that they never do. There is no way to know what the tank, labor, and other parts were charged to me. They ended up saying that the warranty was covered and they refunded only $2003.48. I have no way of knowing if that is what I actually paid upfront for the tank and what portions were sales tax and that was refunded also.

  

  Business response

  10/26/2022

  First off ************** was told that we price all of our services using a menu pricing system before we did anything for him. This water heater that was under warranty was not installed by us originally, we are under no obligation to do any of this. Our policy for replacing any water heater not installed by our company originally is as follows, we will replace the unit for the customer , they pay us full installed price, and any credit we get from the supplier we give to the customer, simple. We never guarantee any money or amount since we never know what we will be receiving if anything. Every single customer is told this before we do any work or even send a tech to their property. ************** was told this also, he understood and approved this work.
  
  Any further questions please let me know 
  
  Regards
  *****************************

  The Plumbing Works
  1319 Carbon st
  Reading Pa 19601

  Customer response

  10/26/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint:
  
  I am rejecting this response because: The technician that gave me the pricing said I would be getting over half of the price back.And I did not get that much  They did not state that they only charge a flat pricing as the price actually changed from what I was iginally told to the check out price. I was never told that there would not be an itemized invoice at the end of the process as would be done with any legitimate business transaction. 
  
  Regards,
  
  *************************
  

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