Able 2 Plumbing Company

We would like to thank you for the opportunity to answer the complaint filed by [redacted].We were called out to look at the pipes in the basement that were cast iron and galvanized and were deteriorated. We were also informed about a possible sewer issue. We gave a price to replace the drain...

pipes inside the house using PVC Schedule 40 drain pipes. We used the camera through the manhole to locate the sewer lateral to this home. The plumbing in the house had to be turned to exit the right side of the home because the present sewer line was under a concrete garage. We installed new 6-inch Schedule 40 drain pipe from the new exit location to the edge of the street. We installed a cleanout as required by code. Before we made the connection at the street edge, we ran a sewer machine to remove the roots from the line, with Mr. [redacted] ([redacted]s father who is the property owner) being present through this process. After removing the roots, Mr. [redacted] was informed that this would be a maintenance issue where he would need to have the roots removed yearly. It was also made known to Mr. [redacted] that the tree across the street from him was the cause of this problem. There was no charge to use our camera to locate the sewer lateral. We never made mention that we were going to use our camera to inspect his sewer. We used the camera to locate the lateral via sonde locater. We did not charge Mr. [redacted] for the use of our sewer machine.When [redacted] called our office on 5/12/17 describing a leak in the basement, she was very adamant about how much she paid to have all of these drain lines replaced and now there was a problem on something “we did.” We went out to Mr. [redacted]’s house in response to [redacted]s call only to discover that the leak was in a shower drain fixture that we did not install. However, while there, we fixed the issue and DID NOT CHARGE the customer for this repair. Mr. [redacted] called his daughter while we were there and I described to her what the issue was and that we resolved the issue at no charge. She was very apologetic about her behavior on the phone to me. I made comment to her that next time there’s an issue to call me and speak to me in a nice way.According to our contract that we had with [redacted] and [redacted], we followed it to the letter. We never once told [redacted] that we were going to cut the street and dig out to the main sewer.Included, you will find a copy of the contract signed at start of job and signed as satisfactorily completed at the end of the job. Her comment about a lawyer comes from her stating in her voicemail to me on Sunday 6/16/17 that she is going to sue me. The voicemail she left me that day stated that I had charged her $1000 to use the sewer camera. Now on her complaint, she claims we charged her $1389 for the camera inspection. In fact, we did not charge her for this at all. I called her that Sunday the 16th and she complained about having to have the city come out and inspect the sewer main. They discovered the roots at the lateral. She claimed that I used the camera to inspect her father’s sewer. We did not. We used the camera only to locate the lateral. I asked her if she had read the contract. After receiving this letter and a copy of the contract, you will see that we did not intend to cut the street in order to get to the main sewer line. I hope this resolves the issue that [redacted] has with our performance. We did everything according to our contract with [redacted] and Mr. [redacted].As far as her claim of our company taping pipes, I have no idea what she is talking about. We repaired the shower drain at no cost to them and there was no tape used to fix his shower drain. Mr. [redacted] is a witness to our repair.Her complaint about the $1389.00 to run a sewer camera is false. The price in our price book clearly states that if we clean a drain using a sewer machine and we use the camera while there, we only charge $189.00. If a customer calls us out for a camera inspection, we only charge $389.00. I do not know where she has come up with those figures.During our phone conversation on the Sunday 6/16/17 that she’s referencing, she told me she was going to take me to small claims court and sue me. I made it clear to her that we did exactly what was written in the contract. I told her that if she was going to sue me that my lawyer would love to hear the recording she left on my voicemail.After you read this answer and read my contract, you will see that we did exactly what was called for in the contract.Thank you. Jeff T[redacted], Owner Able 2 Plumbing, LLC