All Clear Plumbing & Drain Service

October 29, 2014This response is to address the concerns in the rejection filed by Mr [redacted] about our company's response.First, there is no agreement between All Clear Plumbing and the warranty company to leave behind any malfunctioning parts that have been replaced in the home, it is Company policy to clean up the job site completely once the work has been completedHowever, if requested by the homeowner, any parts removed or replaced will be left in their possessionNo request was made by Mr***In regards to his denial of any parts being changed, we have provided an invoice showing the work done, signed by Mr***Our technician replaced the faulty past (T&P valve) upon determining no repair could be made, if the water heater without issue, and tested for proper functionThe heater then stayed it for days (August 12, - September 4, 2014)In reference to his claim of having to "wait several days for an available appointment", the documents provided show otherwiseThe second call was placed with the warranty company on 9/4/at 12:02pm and we arrived to the home in less than hours at 10:00am on 9/5/The second technician found the heater to be out upon arrival and attempted to relight but could notAt this point he determined the unit was in need of maintenance and a new pilot tube assemblyGeneral maintenance of these appliances is not covered under Mr***' specific contract with the warranty companyAt this point our technician informed him of this fact, and offered a price to perform this maintenance privately without the warranty companyMr [redacted] declinedThis maintenance is recommended by the manufacturers on all water heaters to be done annually by a licensed contractorIt is clearly stated in the owner's; manual and occasionally posted directly on the side of the unitWe have provided copies of various units displaying the need for maintenance in their manuals, including this specific unitThis brings to question why three other companies were not aware of such requirements when it is clearly stated why and how it should be done in every manualAny pricing difference between us and a privately contracted company td perform this work is strictly because the maintenance work is not covered by the warranty provider, therefore not factored into the required service feeThere was no misdiagnosis provided by our company in neither the first, nor second visitHad our first technician not been able to get the unit up and running like the second technician, the outcome would have been the same as we work under the warranty contract guidelinesIn our opinion, it seems as if Mr [redacted] considers his home warranty contract to also be a maintenance agreement, which it is notWe hope that this will clear up any confusion and look forward to hearing your suggestions.Attached you will find copies of the original invoice on both service calls verifying the date and time along with work performed and parts replacedAlso enclosed are copies of various owner's manuals and instructions on maintenance including his specific unitPlease note that not only does Mr***' unit require this service, but also other heaters of this configuration.Thank you, •Paul W***s, Owner

September 15, 2014Revdex.com K St NW, 10" Floor Washington DC 20058-3404Dear [redacted] ,This is in response to your complaint ID # [redacted] Mr [redacted] placed an order with his home warranty company for no hot waterWe arrived at Mr***'s house on 8/12/The tech at that time found the water heater leaking at the relief valve and also water heater wasoffThe tech at that time replaced the relief valve (this repaired the leak on the hot water heater)Tech then proceeded to turn and lite the water heaterThe water heater stayed on after the pilot was lit and the tech saw no other failures with the water heater at this time.On 9/5/we received a recall notice from his home warranty company that the water heater was not producing hot water (this is days later)Sent another tech out to his home and the tech found the pilot was out and tried to re-lit the water heater, but the burner would not lit at this timeThe tech proceeded to pull out the burner and found the burner area was full of sediment causing the safety to burn outAgain this is days later and the first tech had no reason to open up the heater when he lit the pilot and the water heater stayed litNow his home warranty company refused service on the water heater due to lack of maintenance on the water heaterHis home warranty offered to make the repairs after he did the maintenance on the water heaterMr [redacted] refused to do the maintenance at this time (Note there is a sticker on the water heater and in the manual that there needs to be maintenance preformed on the water heater on a regular basis)Also, I don't know where the disputed amount of $is coming fromWe only charged Mr [redacted] $service fee the first time that we arrived to his homeThe second time out we were sent a recall notice which stats no service fee due at this time, and we did not charge himSo if his home warranty company charged him for the second charge to his home, he needs to take this matter with his warranty company.Any further questions please contact me.Paul W [redacted] All Clear Plumbing

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: This company uses a pretense to hold customers hostage I pay *** for a warranty on my major household systems $per month For that fee I should expect that my major systems will be kept operationalUsually, this systems works However, in this instance I got a "bad egg" who is trying to job the system This company contracts with *** to provide warranty services on HVAC equipment However, they would seem use this as a pretense to gain access to your home and try to broker additional fees from homeowners They craftily have devised a means by which your warranty repairs will be withheld until you pay them an additional fee for work they and they alone deem necessary You are helpless in this process Your Warranty Company refuses to authorize the repair/replacement of the part without this persons recommendationIt is extortion When you refuse their service you are left on your own You have to try and figure out why you have to pay someone else to repair something that you in good faith have already contracted to have protected Upon refusing this service I immediately called three reputable HVAC Companies to inquire about what they would charge for this same service None of the three ever heard of such a service and as such could not come out and fulfill my need I don't think it is reasonable to have received service from a company that did not last even days and have them dispatch another technician only to have that technician say that the "real" reason that your water heater is not working is because you need a new pilot light but rather because you need a "maintenance" before we replace that part again and oh by the way you must pay us an additional $+ before we will tell the Warranty Company you need that new part.!! Never mind that you needed that maintenance days ago and my guy didn't catch it before he replaced your part but now my new technician is going to make everything alright but first pay me some more money and if you don't pay me for this "additional service" then the Warranty Company (***) won't pay for your part
This should not happen to anyone else The response provided by this company is proof positive that they are ruthless Let me ask you a question? Do you know anyone who does what they detailed to you in the pages that they faxed to you to their Water Heater on an annual basis? They serviced my Water Heater and approximately days later they return and instead of standing behind their work they try and extract additional money from you One would expect that a company that provides professional services would stand behind their work and do the right thing and get the customers system operational If the owner believes that his technician did properly diagnose the problem the first time and make the appropriate repairs why would you then reasonably expect that customers to pay you additional fees for services that your technician did not diagnose days prior to the visit in question? What I expected as his customer was for him to properly diagnose and fix my problem the first time! He seems incredulous that I have complained to you about this matter Let me say this I said these same things to the technician when he told me about this service The repairman said upon leaving that he would have his boss call me Other than through you I have not heard one word from them If this matter was so cut and dried and I am so wrong according to them, why did it take them so long to reply to you? It was only upon learning what this complaint would mean to their rating that they bothered to reply That should answer every question that you have about this company They are not concerned about the customer They only look out for themselves.
I paid another company to come and replace the part I refuse to be extorted for money by unscrupulous contractors Reasonably, if your in business do the job right the first time! Don't expect your customer to defray your cost of having to send out a second technician Get it right and if you don't then make things right and train your people better I had to take a second day off because they didn't fix it right the first time Which is money I will never recover Why should this guy get to try to use extortion to recover his cost of sending someone out a second time?
Regards,
*** ***

October 29, 2014This response is to address the concerns in the rejection filed by Mr. [redacted] about our company's response.First, there is no agreement between All Clear Plumbing and the warranty company to leave behind any malfunctioning parts that have been replaced in the home, it is Company policy to clean up the job site completely once the work has been completed. However, if requested by the homeowner, any parts removed or replaced will be left in their possession. No request was made by Mr. [redacted]. In regards to his denial of any parts being changed, we have provided an invoice showing the work done, signed by Mr. [redacted]. Our technician replaced the faulty past (T&P valve) upon determining no repair could be made, if the water heater without issue, and tested for proper function. The heater then stayed it for 23 days (August 12, 2014 - September 4, 2014). In reference to his claim of having to "wait several days for an available appointment", the documents provided show otherwise. The second call was placed with the warranty company on 9/4/14 at 12:02pm and we arrived to the home in less than 24 hours at 10:00am on 9/5/14. The second technician found the heater to be out upon arrival and attempted to relight but could not. At this point he determined the unit was in need of maintenance and a new pilot tube assembly. General maintenance of these appliances is not covered under Mr. [redacted]' specific contract with the warranty company. At this point our technician informed him of this fact, and offered a price to perform this maintenance privately without the warranty company. Mr. [redacted] declined. This maintenance is recommended by the manufacturers on all water heaters to be done annually by a licensed contractor. It is clearly stated in the owner's; manual and occasionally posted directly on the side of the unit. We have provided copies of various units displaying the need for maintenance in their manuals, including this specific unit. This brings to question why three other companies were not aware of such requirements when it is clearly stated why and how it should be done in every manual. Any pricing difference between us and a privately contracted company td perform this work is strictly because the maintenance work is not covered by the warranty provider, therefore not factored into the required service fee. There was no misdiagnosis provided by our company in neither the first, nor second visit. Had our first technician not been able to get the unit up and running like the second technician, the outcome would have been the same as we work under the warranty contract guidelines. In our opinion, it seems as if Mr. [redacted] considers his home warranty contract to also be a maintenance agreement, which it is not. We hope that this will clear up any confusion and look forward to hearing your suggestions.Attached you will find copies of the original invoice on both service calls verifying the date and time along with work performed and parts replaced. Also enclosed are copies of various owner's manuals and instructions on maintenance including his specific unit. Please note that not only does Mr. [redacted]' unit require this service, but also other heaters of this configuration.Thank you, •Paul W[redacted]s, Owner

September 15, 2014Revdex.com 1411 K St NW, 10" Floor Washington DC 20058-3404Dear [redacted],This is in response to your complaint ID #[redacted]. Mr. [redacted] placed an order with his home warranty company for no hot water. We arrived at Mr. [redacted]'s house on 8/12/2014. The tech at that time found...

the water heater leaking at the relief valve and also water heater wasoff. The tech at that time replaced the relief valve (this repaired the leak on the hot water heater). Tech then proceeded to turn and lite the water heater. The water heater stayed on after the pilot was lit and the tech saw no other failures with the water heater at this time.On 9/5/14 we received a recall notice from his home warranty company that the water heater was not producing hot water (this is 24 days later). Sent another tech out to his home and the tech found the pilot was out and tried to re-lit the water heater, but the burner would not lit at this time. The tech proceeded to pull out the burner and found the burner area was full of sediment causing the safety to burn out. Again this is 24 days later and the first tech had no reason to open up the heater when he lit the pilot and the water heater stayed lit. Now his home warranty company refused service on the water heater due to lack of maintenance on the water heater. His home warranty offered to make the repairs after he did the maintenance on the water heater. Mr. [redacted] refused to do the maintenance at this time (Note there is a sticker on the water heater and in the manual that there needs to be maintenance preformed on the water heater on a regular basis). Also, I don't know where the disputed amount of $150.00 is coming from. We only charged Mr. [redacted] $75.00 service fee the first time that we arrived to his home. The second time out we were sent a recall notice which stats no service fee due at this time, and we did not charge him. So if his home warranty company charged him for the second charge to his home, he needs to take this matter with his warranty company.Any further questions please contact me.Paul W[redacted] All Clear Plumbing

Review: On July 25, 2013, All Clear plumbing visited my home to repair a faucet leak from the bathtub faucet in my bathroom. After repair and less than 24 hours later, I called to inquire why the faucet was still leaking. All clear plumbing returned and advised me that it was the stem on the hot water side of the bathtub. They ordered the part, returned several days later and installed it. After several hours, the hot water began to pour out and nother we could do would cut it off. I had to turn the hot water off by the hot water heater to stop its flow. All Clear returned a few days after that to repair the faucet. They advised me that they would have to order the part to replace it. In the interim, they attempted to repair the part that they had previously installed. Their efforts resulted in damage to the diverter and total inoperability of the hot water stem. When confronted about the problem, the plumbers lacked total customer decorum and could not articulate the problem. After speaking with "[redacted]," the owner and [redacted], the dispatcher, another stem was ordered on August 2, 2013. I have contacted All Clear Plumbing and Drain Service every other day to determine the status of the part. All Clear advises that it is still on order. As of August 14, 2013, at 11:30 am, [redacted] from All Clear advised that the part was still on order. Because of the inability to run hot water, my ice and water features on the refrigerator are inoperable, I am unable to run the dishwasher, and I am not able to use hot water unless I turn on the valve and allow water to "gush" from the hot water side of the bathtub.On August 19, 2013, I contact All Clear and was told the part is still on order. I asked if they could follow up with the vendor. [redacted] from All Clear advised that she would speak with her supervisor and let me know.Desired Settlement: The desired settlement outcome is the cost to repair the problem (parts and labor). I no longer trust that All Clear can do the job.

Business

Response:

August 21, 2013

To whom it may concern,

This letter is in response to **. [redacted]. All Clear responded to a home warranty claim of a bathroom tub faucet leaking water. We picked up a hot water stem from a local supply house, and installed it to the faucet in question. A few days went by and homeowner’s home warranty company contacted All Clear and sent us back due to the new hot water stem not working. We attempted to make repairs, but found the new hot water stem (the plastic cartridge) had been cracked. We contacted the local supply house that sold us the stem and they told us that this is a factory defect, and that the supply house has ordered a new hot water stem. The stem has not come in yet and we check,the supply house daily (we had also contacted 2 other local supply houses and they do not have the stem in stock as well).

I know the homeowner believes we damaged this diverter, but the part again was a factory defect and unfortunately the supply house does not have one in stock. We have recommended to the homeowner to have a new faucet installed, but the homeowner does not want to pay for this out of her pocket because her home warranty company does not cover for this. Also, she has mentioned that her icemaker is not working. This hot water, (the stem does not affect the icemaker) and we have not looked at the icemaker. Again, we have contacted 3 local supply houses and they do not have the part in stock, so we have 1 of the supply house with the part on order. We understand the homeowner’s dilemma of not having hot water like she should have. But the part will be replaced as soon it is in the supply house.

The only options again are, replaced the tub faucet and have a new tub faucet or we can install a new shut off valve behind the faucet. That she currently does not have. These options are limited because her home warranty company will not pay for these

The homeowner stats would like a refund, once again, this job is done through a home warranty company and the only money out of pocket from the homeowner is the required service fee. If the homeowner wants her money back, she needs to contact the home warranty company.

Unfortunately the homeowner stats that she cannot trust All Clear to do the job properly. As the owner of All Clear, I definitely don’t like hearing this because we pride ourselves in giving great customer service. But again my hands are tied on waiting on this part. Also, per her contact with the home warranty company, she can request a 2nd opinion and they wound send other company to her home. Personally I would not like to see this but open for suggestions.

Sincerely,

Review: HORRIBLE CUSTOMER SERVICE AFTER BOTCHED REPAIR. In Jan 2013, I had a a hot water tank to go bad and flooded my basement. I was contracted through a home warranty service and all clear was the contractor. Upon replacing my hot water heater tank, I began to smell gas immediately. While waiting for them to come out to check, we discontinued service with the home warranty service so all clear would not send someone out. I have spoken with the manager ( whom I believe also owns the company). He offered no resolution. After repeated phone calls of complaint, they never came out, they asked me to call the home warranty company. For the next several months, I smelled gas only upon entering the home through the basement/garage and had numerous headaches that I never attributed to the gas. In May 2013, a friend of mine came to visit and asked if I had a gas leak. I explained to her what happened months ago and due to so many stresses going on simultaneously in my life, I never called them back. After she was here about 20 mins she began to get sick and had to go outside. I immediately called the gas company who came out and said I had a gas huge leak at the connection of my hot water heater. All clear continued to ignore my calls for help. The gas company shut off the gas line to the tank and told me to contact a plumber to repair the problem. I went 5 days without hot water due to the inability to retain a plumber in a timely manner. After several days, I contracted another plumber to repair the problem.Desired Settlement: I'm not sure how to resolve this because the company will not respond since we are no longer with the home warranty company. They should close their business because of poor customer service and repair incompetence.

Consumer

Response:

I understand that a company will not close their doors to business because of a complaint. I believe they should send some form of compensation in way of a substantial gift card or paid weekend stay for the inconvenience. A letter of apology and acknowledgement. I would seek compensation for the many headaches and vomiting but I didn't go to the hospital for treatment.

Consumer

Response:

[A default letter is provided here which indicates that the business has not responded to you directly. If you wish, you may update it before sending it.]

At this time, I have not been contacted by all clear plumbing & drain service regarding complaint ID [redacted].

Regards,