All Ohio Plumbing, Inc.

I am rejecting this response because:I called Jimmy weeks later after the initial service so that means my service still should have been under the day warrantyBut when I called I couldn't even get a resolution from him because like I stated before he was yelling and told me that he didn't have time to come backThat was the end of our conversationHim giving me money back when I gave him extra has nothing to do with his customer service or the service he providedEspecially if the issue returned

I'm not sure why Ms. [redacted] responded that she had a 30 day warranty with us.  She was informed verbally that we don't warranty sewer main snake services. In our original response I stated three times we do not offer a warranty.  She said she was asking for a resolution when she called, there was nothing to resolve.  She hired us to clear her clogged sewer. Jimmy cleared it and it was functioning when we left.  There was never a warranty. Because her sewer backed up again 2 weeks later is not because of our workmanship.  She had problems with her main sewer and had another plumbing company service it before she contacted us.  She wasn't satisfied with the other plumbing company either.  He didn't state he wouldn't come back rather he couldn't at the time she called.I apologized that she didn't like Jimmy's customer service.  I apologized if she felt he was yelling at her. I have a witness that said Jimmy was not yelling at her.  In addition, when he spoke to her he was in another customer's residence.  There is no way he would be yelling in front of another customer.I disagree that Jimmy's initial service of unclogging the sewer, being honest and returning money she overpaid has everything to do with his customer service and integrity.   Because we are the second plumbing company, that we are aware of, to address her issue and that she is not satisfied with, we suggest that she looks into having her sewer viewed with a camera.  Nothing is certain without sending a camera into her sewer to view the roots and see what damage they may be doing or may have already done.  We recommend that this may be a step for her to take so that she has an accurate picture of what is happening in her sewer.  The plumbing company that camera's the sewer should be able to provide her with their recommendations.  She will then have the knowledge to contact other plumbing companies for additional recommendations/opinions.

In response to Ms. [redacted]'s complaint that she doesn't think that we snaked her sewer correctly because it backed up again two weeks later. Jimmy did respond to a call for a backed up toilet at [redacted] in Akron late in the afternoon on December 1, 2017. Ms. [redacted] stated he...

"supposedly snaked the drain from the street.' He actually snaked it from the cleanout in the front yard and not the street. See the below picture to understand a similar configuration to Ms. [redacted]'s house. (picture)Ms. [redacted]'s house does not have a basement and sits on a slab of concrete. Houses with basements usually have a cleanout in the basement. Houses that sit on a slab have their cleanouts usually in the front yard. This is the reason Jimmy did not go into the house to snake the sewer, there was no reason to since the cleanout was in the front yard. Jimmy asked the customer (not sure if it was Ms. [redacted] or one of her children) to flush the toilet so he could observe what was happening at the main sewer cleanout in the front yard. The sewage rose up the cleanout tee which indicated the clog was between the street and the cleanout tee. Jimmy ran the snake cable blades through the cieanout tee and removed roots from the main sewer pipe. He then asked the customer to flush the toilet and run water from the sinks. The water drained properly indicating the main sewer pipe had been cleared from the roots that were blocking it. Jimmy did go into the house to collect payment. Ms. [redacted] charged $115.00 to her credit card and gave him the remaining $130.00 in cash. She accidently gave him too much in cash. When he returned the overpayment to her she was so grateful and her children were impressed with Jimmy's honesty. If Ms. [redacted]'s sewer blocked up again after two weeks of us cleaning it, this doesn't mean we failed at the work performed initially. The sewer was functioning fine for two weeks. There are several causes and variables for main sewer drain blockages. Some are not preventable, such as tree roots and collapsing pipes which is one of the many reasons we don't offer a warranty. It was not our workmanship that caused the sewer to block again rather there is something else going on. I made phone calls to local Akron plumbing companies and asked if they offer warranties for main sewer snaking, I've listed their responses below: n  Within 30 days if it is roots again. ·         No warranty. ·         No warranty because they are not able to prevent what goes into the main sewer. n  30 days for cable machines. ·         No warranty on main sewers because it is virtually impossible to determine what could happen so they don't stand behind a warranty. As you can see from the response, we are not the only plumbing company that doesn't offer a warranty for cleaning a main sewer. Ms, [redacted] called Jimmy about coming back to unblock her toilet, he was on a job with our technician Mike who heard the conversation. When Jimmy is working he puts his calls on speaker phone to keep his hands free. This might be why Ms. [redacted] felt Jimmy was yelling at her. We apologize if she felt Jimmy was yelling at her. Jimmy did inform her there was no warranty. He never said he wouldn't come back out but that he couldn't come back at that time because he was tied up. When she called for service the first time, Jimmy actually waited for her children to get home to accommodate her. Jimmy's schedule does not always allow him to respond to a service call immediately. We apologize that he was not available when she called the second time. When Jimmy read the complaint, he was saddened that she had complained about him after she had been so grateful when he cleared the sewer and returned the over payment money. During the time Jimmy was at Ms. [redacted]'s she had informed him that she had previously had the sewer snaked by another plumbing company that she was not satisfied with and it is obvious with this complaint she feels we let her down too. We apologize that we aren't able meet Ms. [redacted]'s expectations. We don't feel that we should refund any of Ms. [redacted]'s money for service because we successfully completed the work she hired us to perform and did not just take her money" as she stated. Please contact me at [redacted] or [redacted] if you need further information.Respectfully,Hilary K[redacted]All Ohio Plumbing, Inc.