Wiley's Plumbing & Heating, Inc.

Complaint2 weeks ago, I called around to a few plumbing companies around Reno and Sparks to deal with what at the time seemed like a blockage in my sewage line and a leaky sewer pipe in my front yard. after calling several companies around town, I contacted Wiley"s to address my problem. they came out, gave an estimate for replacement of the section of pipe that was leaking and the installation of a clean out pipe in my front lawn, I was told the tech would return the next afternoon to make the repairs. this was on a friday and his return would be saturday between 3-5pm. well that saturday came, his timeline to show up came and went with a no-call/no show prompting me to call and leave a voicemail reminding their tech that he was to be here... the company called me back slotting my repair in for the following friday morning between 8-10am, by this time I had handled all of the hand digging and exposing of said pipe so they could come in and do what they needed to without digging any further. they show up, and when I asked the tech about the previous Saturday, he reversed my complaint on me by telling me that he got busy and was waiting for me to call him... he then proceeded to tell me the hole was not large enough for them to fix the pipe , that they would return later in the day after they took care of another job... so after I enlarged the hole around the pipe, I got a hold of them and they then said they would return after they finished their lunch. they returned around 1 pm and went to work installing the clean out and new length of pipe, they then took a plumber's snake and a water hose with a blow bag to the pipe and told me "You might have another break in the pipe about 15 feet down." and to Hire a bunch of Mexicans to dig it up for ya" and quickly got in their truck and left without verifying the breakage, I found their latter comment to be offensive, racist and unprofessional. it also took them 2 weeks to charge my wife's credit card for this.Product_Or_Service: repair of pipe/installation of clean out trap Order_Number: [redacted]Account_Number: [redacted]Desired Settlementrefund as they took 2 weeks to charge my wife's credit card for these repairs, and because of the unprofessional nature of their tech's remarks Business Response We responded to a service request to install a sewer clean out. Customer wanted to dig around the section of pipe himself where he requested the clean out was to be installed to save money on the installation, this was to be done before we arrived to install the clean out. When we arrived to install the sewer clean out the hole was not large enough to perform the work, we indicated to the customer to make the hole larger and gave him the dimensions of what the hole needed to be. We told him to give us a call when he was done excavating the hole and we would return. From what we can tell a communication issue occurred between the Customer and our service tech as to when our service tech was to return (service tech stated to call him when it was dug up and he would return to fix it even if it was on Saturday and the customer thought he was coming back on Saturday at a specific time). The Customer called the service department on Monday, at which time we were ready to install the sewer clean out that day but the customer wanted us to do it on the upcoming Friday. We scheduled the installation of the sewer clean out and when we arrived we had to enlarge the hole as it was still to small to have the repairs made. At that time the service tech located another break in the pipe approximately 15 feet further down the line which would require additional excavation. Our service tech informed the customer of this additional work, and to contact our office if he wanted us to perform the additional work. We talked to the service tech regarding inappropriate comments he may have made and indicated to him that inappropriate comments to customers would not be tolerated. We talked to customer and reviewed this incident. We informed the customer that we were going to issue him a credit of $125.00 on this job and that we apologized for any inappropriate comments that our service tech may have made and our company doesn't tolerate this type of behavior. The customer indicated that he was not out to get the work done for free and felt that the $125.00 credit was appropriate. A credit of $125.00 was given and a refund check was issued on 11-24-14.