ComplaintsforCahill Plumbing & Heating Inc

• Initial Complaint

  04/25/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  This was by far the absolute worst experience that I have ever had with any company. The plumber came out for a shower that was not draining. I am on septic and let them know that my septic was just pumped in July. However they wanted to check anyways. After checking under the baffle inspection, I was advised by the plumber that my septic tanks were full and needed to be pumped. I contacted a septic company they came out first thing the next morning and checked my septic tanks, they were not full and ironically enough was able to pull out a huge clog of toilet paper from the baffle. He advised this is something that the plumbers do but since we just had one out the day before and they did told us the wrong information he would happily fix the problem for us. My husband called ***** Cahill (the manger) the next day to try to talk to him about the situation and try to find out why we were charged so much since there was not an itemized receipt. ***** proceeded to get very defense and angry and HUNG UP on my husband. He then called back left a message that saying he will check with his plumbers on Monday and get back to us. Monday morning I called ***** Cahill to have a conversation of what went wrong and how we will remedy the situation. He proceeded to once again get very upset, raise his voice and was insanely disrespectful (telling me to be quiet and stop talking). Then hung up on me as well. After that he called back to tell me I was wrong, and hung up on me again.

  Business response

  06/07/2022

  hello i understand the customers discontent entirely. this was a situation unfortunately that took place when i was not in town which is a very rare occurrence.  i would typically be the one handling this type of mix up. i do know from experience sometimes on these plugged drain situations with septics it is a bit of slippery slope. when we identify the main line is backed up on a residential system that has a septic tank the first thing we do is check the solids compartment.  i can only trust that the plumbers on site when viewing the solids compartment at the time saw the debris in tank above the incoming line from house which tells us the tank is full and therefore debris are not able to enter which backs up the houses system. unfortunately on some of these older systems it gets tricky especially in very wet weather and solids tank even though appears to be full just has not had time to settle. i am guessing what happened was when we showed up the solids tank was in fact above the inlet baffle indicating it was full. however after the customer not using the system over night it slowly went down and then when the septic company came out they were able to see the incoming line, which also showed the large amount of debris stuck in the baffle/ incoming line at the tank. usually when are able to see this we also can simply clear the baffle. Talking to my guys that were there assure me it was very obvious at the time the solids were above the incoming line otherwise they to would have cleared the line. we dont like to waste time and peoples money we we identify something we can not help however even getting to this point there is time involved which is why there is still a charge. As far as the way the situation was handled after this with the phone calls etc.. i am disappointed and do apologize as the my brother handling the calls while i was gone is unfortunately not as conditioned as i am. 

  Customer response

  06/08/2022

   
  Complaint: 17106575
  
  I am rejecting this response because:

  Thank you for your response and apology for how we were treated by your brother when trying to resolve this issue initially. We still do not understand why the baffle was not simply attempted to be cleared or scoped or anything since the access points were dug and easy to get to. By not simply attempting to clear the baffle which ultimately solved the problem by removing the wad of toilet paper, we then called the septic company and had to pay them for their time as well to tell us that our septic tank was fine. As for compensation the amount we were charged was $440. We were quoted $195 an hour, the plumber was here just short of 90 mins. So we would like to again discuss why we were over charged and how we can be charged for a misdiagnosed problem that ended up costing more time and money to have the septic company fix the problem.
  
  Sincerely,
  
  ***********************************

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