ComplaintsforGreenwood Plumbing Heating & Solar, Inc.

• Initial Complaint

  10/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My main sewer line in the basement backed up 2 years ago and Mr. ********************** Plumbing cleared it out by removing my sewer cleanout cap.Instead of putting my original metal sewer cap back on, they replaced it with their cheap plastic one that has their name on it.I questioned the technician and asked him to put mine back. He said the cap he replaced it with was just as good and not to worry.He was absolutely wrong! Last month in September 2022, we had flash flooding. The plastic sewer cap he replaced my metal sewer cap leaked. I have lived in this house since **** and have never had an issue with my metal sewer cap leaking, even during the 100 year flood in 2010, my sewer cap did not leak.I called Mr. ********************** Plumbing last month when we had the flash flooding to complain about the cap they had replaced. He said I would have to pay him to send a technician out to my home because he only warranties the job for 1 year. But that's not good business to replace a part with a lesser part just because you want residual business because the part has your business name on it. I never gave them permission to do that in the first place. And the technician assured me the plastic cover would work the same way. But it did not! It leaked!I would like them to come to my home and replace, for free, the leaking sewer cap they installed with one that is comparable to the one I had.

  

  Business response

  10/11/2022

  ******************** did contact us on 9/6/22 with the complaint of water coming up through the cleanout cover that was installed 2 years earlier. I, the operations manager originally spoke with ******************** and informed her that this work is very clearly no warrantied. We provided no warranty because the owner has a dry pack in the line. This is also noted on her invoice. ******************** then go very disgruntled and demanded to speak with the owner. The owner did speak with ******************** and explained the same thing, as well has noting the covers we us meet Rhode Island code. He also mentioned because it was raining no one would even be able to take the cover off at that time because water would pour into her basement. The owner made it clear that there would be a charge if we returned as there was no warranty. ******************** got infuriated and hung up. We have the call recording should you like to hear it. We stand by our policy. If this had been an issue even within 6 months we would have returned. Two year later is too long to state the cleanout cover was no good from day one, especially when a professional did not assess what was happening at the time of the call.
  

  
  

  Customer response

  10/12/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  When I spoke to the owner and agent about the fact that the cover was leaking, they told me I only had a 1 year warranty. I agree, let's hear the recording so the BBB can verify. They also said they could not come out until the water surge had subsided, but that I had to pay for them to come out. I understood they had to wait for the water to subside, but I disagreed that I should pay, and here's why.
  
  For one, I originally told the technician that I wanted my metal sewer drain cover put back on. He assured me that the plastic sewer cover with their company name/logo would work with no issues. I do not recall anyone pointing out that the cover was warranted for only one year. Nor do I recall anyone having me sign for that on the receipt. If someone told me, or pointed that out on the receipt, I would have insisted my metal cover be put back on the system.
  
  Furthermore, since my sewer cover was replaced by the plastic one, we have not had any severe flash flooding to test out the cap. The plastic cap had done its job until we had the flash flooding last month where cars were not even able to access many streets in the state of Rhode Island. This kind of event had not occured this badly since 2010 when the entire state was inundated with the 100 year flood event. By the way my metal cap did not leak one iota during this event!
  
  This business states that "Two year later is too long to state the cleanout cover was no good from day one, especially when a professional did not assess what was happening at the time of the call." This implies the plastic cover can be faulty. However, how can we tell that it is "faulty" if it is not tested by a flash flood event.
  
  
  
  Finally, they claim...
  
  "If this had been an issue even within 6 months we would have returned." This implies their sewer covers can be faulty. Why would they return without me paying for the service if they are so confident their plastic sewer caps don't ever leak.
  
  
  
  Again, I expect the business to replace the "faulty" sewer cap with one comparable to the one I had in my system. One that will never leak!
  

  I'd like to make one more point....regarding Complaint ID #*******...
  
  The business states I have no warranty because I have a dry pack in the line. I have no idea what this is, nor did they ever explain it to me. I have lived here since **** and have never had an issue with the sewer cover they threw away, dry pack or no dry pack. It didn't even leak during the 100 Year Flood in 2010!
  
  Also, the agent said I have no warranty on the one hand, but then stated they would have come out if it was within 6 months. Sounds like they are making things up as they go along.
  Very disturbing!

  
  
  
  Thank you,
  
  ********************************* 

  

  Business response

  10/12/2022

  Good afternoon,

   

  I have attached a copy of the invoice from 9/11/2020, on this you will find that the invoice states on the last line of the written description of work "No warranty due to dry pack line". Also, you will notice two signatures from ********************, the first authorizing the work and the second is the acceptance of the work performed. The owner would have been open replacing a cover is if was a month or maybe even 6 months later. However, ******************** is expecting something to be warrantied after 2 years. There is nothing written that this was covered under ANY warranty period. We don't know if in fact it was the cover, we also cannot control if a part breaks 2 years down the line. It is unrealistic. 

  You don't take your car to the dealership or mechanic when your engine fails after 10 years and say my last cars engine lasted for 20 years, so this one should too.

  We stand by our company policy. We have over 400 5-star ****** reviews and an A+ Rating with the BBB for over 2 decades, which reflex the kind of business we are.  

   

  Best Regards,

   

  ***************

  Operations Manager

   

  Customer response

  10/13/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [To compare a car with moving parts to a stationary sewer cap is ridiculous as well as 2 years vs. 20 years. Furthermore, I only agreed to your plastic cap because your technician assured me there would be no issues. He lied! He did not say anything about dry pack. I don't even know what that means. And when I just Googled it, it didn't really have much about it, nor was there clear cut explanation. How come your technician didn't point out anything about it? Here's the thing... If you do not rectify this faulty sewer cap of yours, I will put all kinds of bad reports about your company, everywhere it is possible, including the BBB. I will include the fact that you are putting faulty cheap sewer caps.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

   

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