Ross Plumbing Heating & Air Conditioning

RE: ***Dear *** *** ***I am responding to your letter dated 11/18/complaint #***I responded via phone but was told to respond by letterHere is what transpired:I was called out on October 31, 2015, for a backed up toilet at the *** *** ***, when I arrived there a patron
took me to the basement to show me where the clean out wasThe patron said that "this happens all the time" (meaning the drain line is plugged/ backing up)I proceeded to snake out the clean out and when I pulled the snake out I got a bunch of paper towels and feminine productsAfter I finished snaking the line I flushed the toilet and it was running fine, I then told *** *** to run hot water down the kitchen drain to make sure the line was clearI then proceeded to the kitchen where I checked the kitchen drain as I was washing my handsI charged her $for the job which she paid and I then left.On Monday November 2, mid-morning I received another call that the kitchen drain was now backing upI proceeded to the *** *** ***, where I again snaked the line and I again pulled back more paper towels and feminine productsOnce again I charged Ms*** another $for my service call, which she paid.I did not charge Ms*** the full amount for a Saturday Service Call, my weekend / after-hours rate would have been $bill.If you have any questions please feel free to contact me at the number above.Sincerely,Dennis R***

RE: [redacted]Dear [redacted]I am responding to your letter dated 11/18/2015 complaint #[redacted]. I responded via phone but was told to respond by letter. Here is what transpired:I was called out on October 31, 2015, for a backed up toilet at the [redacted]...

[redacted], when I arrived there a patron took me to the basement to show me where the clean out was. The patron said that "this happens all the time" (meaning the drain line is plugged/ backing up). I proceeded to snake out the clean out and when I pulled the snake out I got a bunch of paper towels and feminine products. After I finished snaking the line I flushed the toilet and it was running fine, I then told [redacted] to run hot water down the kitchen drain to make sure the line was clear. I then proceeded to the kitchen where I checked the kitchen drain as I was washing my hands. I charged her $180.00 for the job which she paid and I then left.On Monday November 2, 2015 mid-morning I received another call that the kitchen drain was now backing up. I proceeded to the [redacted], where I again snaked the line and I again pulled back more paper towels and feminine products. Once again I charged Ms. [redacted] another $180.00 for my service call, which she paid.I did not charge Ms. [redacted] the full amount for a Saturday Service Call, my weekend / after-hours rate would have been $420.00 bill.If you have any questions please feel free to contact me at the number above.Sincerely,
Dennis R[redacted]

Review: This business charged me twice for one job. They came to unclog pipes. They did not fully make sure all lines were cleared. The same problem happened less than 24 hours after the first time they came. I contacted them again to come correct the situation, like it should have been done in the first place. They lied to me about checking a sink. They claimed to have done it the first day, but I have cameras in my place of business, never showing them checking the sink. This sink in the kitchen area was the reason for the back up in a restroom. I find it very bad business that they charged me twice for an insufficient job the first time. When I called the first time, the owner said I should have called someone else then. He also suggested to me that this happens a lot at my place of business. This was the first time I contacted him to clear a pipe. This occurrence does not happen every day, or I could not be in business because I could not afford a plumber every day. He was rude on the phone, raising his voice and hung up on me. I'm sure this man would not have paid someone twice if he were in my shoes. I am also thinking he treated me this way because I am a woman. If I were a man, I bet the outcome would have been different. I also noticed his logo looks almost identical to [redacted] logo. I will be contacting that company about that as well.Desired Settlement: The company will reimburse my second payment.

Business

Response:

RE: [redacted]Dear [redacted]I am responding to your letter dated 11/18/2015 complaint #[redacted]. I responded via phone but was told to respond by letter. Here is what transpired:I was called out on October 31, 2015, for a backed up toilet at the [redacted], when I arrived there a patron took me to the basement to show me where the clean out was. The patron said that "this happens all the time" (meaning the drain line is plugged/ backing up). I proceeded to snake out the clean out and when I pulled the snake out I got a bunch of paper towels and feminine products. After I finished snaking the line I flushed the toilet and it was running fine, I then told [redacted] to run hot water down the kitchen drain to make sure the line was clear. I then proceeded to the kitchen where I checked the kitchen drain as I was washing my hands. I charged her $180.00 for the job which she paid and I then left.On Monday November 2, 2015 mid-morning I received another call that the kitchen drain was now backing up. I proceeded to the [redacted], where I again snaked the line and I again pulled back more paper towels and feminine products. Once again I charged Ms. [redacted] another $180.00 for my service call, which she paid.I did not charge Ms. [redacted] the full amount for a Saturday Service Call, my weekend / after-hours rate would have been $420.00 bill.If you have any questions please feel free to contact me at the number above.Sincerely,Dennis R[redacted]