AM PM Plumbing

We had a faucet leak and called our home warranty. They contacted Am PM plumbing to fix our leak. They came at agreed time, had tools to fix, and we're done in forty five minutes.

Review: 1/2/14 Technician Will arrived at our home and immediately explained that my plumbing issues would not be covered by my home warranty(Old Republic) due to not having a ground level clean out. Advised that we could avoid multiple service charges of $60 if we used AmPm to come back the next day(as they were not prepared to do the work that day) to snake the plumbing line from the roof for an estimated fee of $200-$300. I agreed to have another service visit the next day to have my plumbing stoppage fixed.He left me with a invoice of $60 and said that [redacted] from the office would call to schedule the service call. [redacted] phoned later that day & scheduled the visit for two service men to come out on the 1/3 from 8-10am. They were advised we left for work at 945am so if we could be serviced earlier that would work best. 1/3/ Technician Will arrived at 930 am in which I advised that I may not be able to stay for entire service but I would leave a payment of be billed due to work obligations and time that they arrived. He thought that it would be a quick fix. Within 15 minutes of getting on the roof and snaking he came down to tell me there was potentially a break in the line and roots but that I should sit tight and if the back up happens again to call for a Free clean out BUT would need a camera to locate the problem for an additional cost of $225. 1/4/Less than 24hours later I was backed up again. I called left a message since it was after hours.1/6/ I hadn't received a return call by 10am so I called spoke to [redacted] who confirmed she had received the message. (but had no sense of urgency to phone me in the first 2 hours of her business day). Either way scheduled a technician for 2 more days out. 1/8 [redacted] called that they needed to cancel the appointment because she didn't know I needed to technicians since the snake needed to be run thru the roof. SO at this point I have had NO follow up from this company or repair done and with further research I choose to use another company to resolve th.Desired Settlement: I would appreciate a full refund for due to lack of resolution, customer service & cost to have another company come out and truly diagnose and repair the problem. Thank you!

Business

Response:

[redacted], the technician first went to this property on 1/2/14, unfortunately her plumbing issues were not covered by her home warranty company because she did not have a ground level clean out. Sometimes work is denied by home warranty companies and as a result our company receives the complaint. The only comfort we may offer customers is a detailed explanation regarding their plumbing issue along with the warranty companies decision and refer them to contact their home warranty company. On 1/3/14 [redacted] used a 100 ft cable machine to snake from the roof and the customer was charged $325.00 for this service. The customer contacted our company on 1/5-14 after business hours and left a message stating that she was still having some stoppage issues in the same area. Our office makes every effort to return messages and as soon as they are able but the customer called back the next morning before any dispatcher was able to reach out to her. A return appointment was set up for a 7:am-9:am on Wednesday 1/8/14 which was the desired day and time frame per the customer. Unfortunately, the dispatcher did not realize this was a two technician service call and the homeowner was contacted on Wednesday morning around 7:30 am by our office stating that we needed to reschedule for a time when we could have two technicians out at the same time in order to snake from the roof again. We did not have 2 technicians available for service that morning between 7:Am-9:am. The customer was only available on certain days and certain times such as early in the morning so we did our very best to accommodate her schedule with ours. It was definitely our mistake not scheduling the correct amount of technicians for the service call. We did reschedule to return again on Saturday 1/11/14 which was the earliest next appointment that the customer was available for. We did have other alternate earlier appointments available but the customer desired Saturday. On Saturday morning the customer called and cancelled the appointment but did not offer an explanation as to why she wanted to cancel and never ask to speak with a manager or supervisor in order to provide her concerns or requests. We feel that we did everything correct in order to accommodate this customer and was honest and upfront from the beginning regarding the service call and the plumbing issue. We give all our customers honest answers and always provide customers with options. We were honest with this customer and explained the service we were providing in detail so that she in fact knew what to possibly expect in the future. We did complete the service for this customer, we offered to come back again and service her again free of charge complimentary on Saturday and we tried to accommodate her with appointments that fit her schedule. We usually do not offer appointments from 7:am-9:am but we did attempt to service her earlier on Saturday because we always try and work with our customers and make changes for all our customers. AM Pm Plumbing offers to provide this customer half of the $325.00 refunded which would come to $162.50 and the reason why we will only refund half of the service call fee is because we did provide the service but we do want our customers to be happy with the services provided. If the customer would like half of her fees refunded then she would just need to provide us with the information she provided Revdex.com contact us and we can refund $162.50. Please let us know if you need anything additional. Thank you.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. However I may not agree with the statements made but agree that at minimum meeting half way is acceptable at this time. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

AM PM was called out to replace a toilet seat. They didn't bring one and wanted money for their trip even thou they failed to perform any services. Then wanted me to take another day off and to charge more to come back out and try to remember to bring the part a second time.

Review: Our home warranty company sent AM PM plumbing out to our house to fix our shower head and a slow shower drain. The plumber snaked the drain and actually made the problem worse and caused a stoppage in the drain. He could not fix it so they sent a second plumber out on a different day to diagnose the problem and he could not fix it. Now they are refusing to fix the problem they caused. [redacted] (office clerk) and [redacted] (owner) have been nothing but rude and have flat out lied to me multiple times.Desired Settlement: We want our drain fixed properly at not cost to us because they are the ones who caused the stoppage issue. What ever they need to do to fix it should come out of their pocket.

Business

Response:

We have been out to this customers property on two separate visits under the same $75 service fee. The first visit the technician was unable to clear a stoppage in the tub shower drain therefore we sent out a different head technician to attempt to clear the drain trying a different method. We are unable to clear the stoppage because it is in the tub and they have no accessible clean out to access the tub stoppage. We did our best twice to try and clear the stoppage but was unsuccessful. The service call that the client submitted through their home warranty company was for the tub stoppage and when the customer contacted AM PM to schedule the second technician out she stated problem was never fixed and we were happy to send out a different technician to attempt to clear the stoppage in another manner but she never once stated the stoppage was worse. The second technician we sent out is a lead technician who has informed the office and their home warranty company that there is something blocking the plumbing line so the customer either has a broken pipe or an object stuck in the line. In order to resolve her issue the customer would need to have a clean out installed that is designed specifically to access that tub shower stoppage. After the customer installs the clean out a plumber can then send a camera down the clean out to find out what is the underlying issue causing the stoppage. Until the clean out is installed the customers warranty company will no longer pay to have us come out and service the stoppage. In addition once the customer has the clean out installed then their home warranty company will cover the stoppage and possibly a camera inspection. It is the homeowners decision on what next step they would like to take but we have made our highest efforts and have made 2 visits to the home and have provided what we would consider great service. Unfortunately we will not refund the $75 service fee that we are entitled to for our 2 separate visits to the home. In addition we are confident that we have not made the issue worse and we are aware that the homeowner is unhappy with the fact that their home warranty company at this point will not continue to pay for any further service calls. Therefore we are unable to service further and all we can do at this point is provide an estimate to the homeowner for the clean out installation which we have done and the home warranty has provided to the customer.

Consumer

Response:

If you review the invoices I have attached you can see the service went from a slow drain to a stoppage and they were unable to unblock the stoppage they caused. Also, I will say again the rude and unprofessional treatment I received from [redacted] and [redacted] is appalling and should not go unpunished. We have been treated horrible by this company and we are not the only ones.

Business

Response:

When service plumbing work is through a home warranty company we must collect for the $75.00 service fee per policy of the home warranty company. AM PM Plumbing may not even charge the home warranty company that amount of the service fee but we are required by our hired to collect and follow their guidelines. I have attached a copy of the service request which states that there is a $75.00 charge that must be collected by the vendor from the customer. If the customer wants a credit and or refund they must contact their home warranty company and request a refund from them. As for the title of the problem that the customer is disputing a slow drain is the same problem as an stoppage. There are many different types of stoppages but a slow drain is considered a backup and or stoppage, technicians may word their plumbing issues differently but it is the same issue that is documented on each invoice that the consumer has attached and provided. In addition, nowhere does it state that there is a mainline stoppage on the second invoice dated 11-13-15, it is a slow draining stoppage that we are unable to fully repair and clear. We are entitled to the service fee amount for our work that has been completed and our attempts to clear the stoppage.

Review: On 6/16, our water heater was leaking in our garage. I called our home warranty company who contacted AMPM for service. I was gone for the week but my wife handled the service. AMPM came to our house, removed the water heater and said we had to get a disaster recovery company to fix the 'damage' They suggested one, and they fixed the minor drywall damage. When the water heater leaked, it hit the drywall under the water heater. Before AMPM showed up, we purchased a pan that sits under the water heater to prevent this damage in the future.

The repairs were completed and when I got home, I reviewed the bill. We were charged $149 for flex supply lines, $75 for a vent, $75 for TP and $20 to 'install' the pan (it really was just picked up and sat down on the pedestal). I contacted AMPM and was told I had to speak to a manager who wasn't in. I was told she would take my info and mark it urgent so I got a call the very next day. A week went by and I never heard back. I finally got in touch with the manager, [redacted] or [redacted] (can't remember exactly) She was very rude and hung up on me. I contacted the home warranty company who said the items they charged me for were covered. They have tried calling AMPM twice over the past 10 days with no return call. AMPM was paid by the home warranty company AND charged me for the same items. The supply lines are standard flex pipes covered by HW, the vent they charged me for was never replaced. It had to be moved to get the old heater out and new one in but was certainly not a 'modification' as they claim. The TP line is also covered by the HW. The other charge that infuriates me is the $20 they charged to put the pan on the pedestal. It literally was him lifting the 2 pound tray and setting it down.Desired Settlement: Refund $319.00. I'll pay the $60 on a separate charge for the service fee as agreed but the $319 was already paid by the home warranty.

Business

Response:

We arrived at the customer’s home the day the work order was received and replaced the water heater the next day. Whenever we arrive at a customer’s home and there is any evidence of water damage and or secondary damages resulting from the plumbing issue than we will make the home owner aware of the damage by showing and telling them of the damage and we also give the home owner the option to have another company come and look at the water damage for free so that the homeowner is aware of the damages. It is a liability for our company to not make the home owner aware of these damages and it is up to the homeowner to decide how they would like to deal with the secondary damages. The customer is not required to take care of the damage it is an option.

For every warranty company we do service work for, for every customer, and for every water heater install we complete, we replace the water heaters with brand new everything. We will never reuse the old components such as supply lines, t&p, venting, etc. In order for the water heater to live out its life span per the manufacturer, the water heater needs replaced with brand new everything, it is a liability for our company and a hazard to the customer to reuse the old parts from the old water heater. We have standard prices for every warranty company for every customer for every water heater install we complete. We charge $149.00 for brand new hot and cold supply lines, $75.00 for the installation of the brand new Temperature and pressure valve (t&p), we charge $75.00 for the venting needed on the water heater and we charge $65.00 for disposal, to take away and dispose of the old water heater, and disposal is optional. Very often, the warranty companies cover all of these additional items, sometimes they cover 1 or 2 items, sometimes they don’t cover any of these additional items that go along with the brand new water heater install. It is all determined by the warranty company depending on the customers warranty company, their plans, and their coverage. We do not know any persons coverage until we call the report/diagnosis into the home warranty company, and again these charges are standard for every customer for every water heater install we service. Whether the customers warranty company will pay for all the fees it is up to their home warranty company.

Before we call and schedule the return appointment for the water heater install we are given approval and or authorization from the home warranty in order to proceed and complete the job. The warranty company will call the customer and make them aware of any additional charges that they are liable for and in order for the warranty company to approve the completion and install of the heater the customer must agree to pay for the non-covered charges or the warranty company will not give us authorization to proceed. So the customer was definitely made aware of these charges prior to the install of the heater.

Problem is that I believe this customer’s wife approved the non-covered fees and it sounds like Mr. [redacted] did not realize that his wife approved these fees. Now if the customer does not want to pay these fees that are not covered by the warranty company or if they are unable to pay these fess, the home warranty company will give their customers options to instead take a cash out and receive a cash in lieu for the water heater so that they may go and buy their own water heater and install on their own water heater to avoid the non-covered charges but the customer did approve the non-covered charges and allowed us to proceed with the install. We will not install unless all these approvals are received.

I spoke to the homeowner Mr. [redacted] and made him aware of all these steps and procedures that we take and follow. I spoke to him in depth regarding his services and I asked him why he was disputing these charges when his wife had approved the fees and we supplied good service, he stated that yes he appreciated our services we were quick and completion of everything is good but he just wants his money back. I explained that we were not able to install the heater unless these fees were paid and I am sorry he was not made aware but we were authorized given approval and that is why we collected the fees owed and completed our services. I never hung up on this customer.

In addition, the customer wanted us to install a pan for free under the water heater he is upset because our company charged him $20.00 to install the pan. He doesn’t believe we should have charged anything. The plumber doesn’t just stick the pan under the water heater he must actually installs the pan, then runs a line/pipe for drainage, We charge for install because we are the ones that installed and did the work and or company must per Arizona’s contractor law honor the install and or workmanship for 1 year and that is why we must charge for the install. This customer was given a great price to install a customer supplied heater pan. We charge most customers at minimum $85.00 for the install of a supplied pan, therefore he was given a great deal.

The warranty companies refer to these additional items as modifications because the new components need to be modified to fit the new heater in its location.

Mr. [redacted]’s home warranty company did not pay for anything but the actual water heater, the labor to install the water heater, and disposal to take away the old water heater. The warranty company did not pay for the hot and cold supply lines for $149.00, did not cover for the t&p modification install for $75.00 and or did not pay for the venting for $75.00. Also, the warranty company did not pay $20.00 to install a customer supplied water heater pan. Their home warranty company has record of all of this.

The $319.00 was not paid by their home warranty company.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I have been working with the home warranty company but AMPM won't return their calls. Per [redacted], they cover the lines and told me I'm entitled to receive a refund, however, AMPM won't return the calls. The items my wife approved were based on incorrect information from AMPM as well as [redacted]. In order for me to be satisfied with this, a refund on my card needs to be made for $319.00

AM/PM was assigned by American Home Shield to service water heater....within 2 minutes technician stated "it needs to be replaced it cannot b repaired" and then said "I just need to fill out some paperwork and send it to get authorization and then we will come back out and replace the water heater"...he took a picture of the label filled out paperwork and showed me it said "water heater leaking".....within1 hour AHS called to tell me the AM/PM technician told them that the water heater had been leaking for quite some time and was probably leaking before my warranty started? What did you complete a forensic analysis of the water heater to scientifically analyze the leak?? NO you were there at my house all of a total of 5 minutes? You just want me to pay You full price for a water heater since you told AHS what you said and now they will not cover the water heater.......by the way DO NOT PURCHASE A HOME WARRANTY FROM AHS AND DO NOT TRUST AM/PM PLUMBING!

Home warranty company sent them out to fix a broken shower handle. The shower is in the master bathroom and is 20+ years old and gets used 2x's a day almost every day. It was obviously worn out and finally broke after so much use. From the second the tech arrived and looked at the issue it was obvious he did not want to fix it. Mentioned that it was broken and couldn't be repaired and that he didn't carry the part on his truck. He wrote up the work order for what was wrong then went outside and called my home warranty company (so I couldn't hear what he was saying) and told them we the home owner broke it by pulling on it too hard, which of course then caused our claim to be denied. I was shocked as that was absolutely not the case and it was clear by just looking at the piece it had hard water buildup all over it that the piece finally broke due to being old. No where in the work order did the tech write that and when questioned he said he didn't have to put it in the order. Also, when asked about how long these parts usually last the tech wouldn't answer. Obviously because he knew what he told the home warranty company wasn't true. The person who answers the phone couldn't care less and clearly deals with unhappy customers due to the bad service they provide all day long.

I notified my Home Warrantee provider of a leaking Hot Water Tank. They had me contact AM PM Plumbing to have my "Leaking" Hot Water tank evaluated. A Technician ([redacted]) came out to evaluate the tank (Morning). He spent more time filling out a form, from information on his cell phone then he actually did inspecting the tank. He never put his hand "Under the tank" or remove the access panel to check for any leakage. He inspected the top of the tank and the "outside edge" of the tank pedestal then transferred information from the tank label on to the form. He informed me that my Home Warrantee provider would contact me regarding the results. (Total time 10-15 minutes) Late that Afternoon I noticed that the form copy had "NO" indication of a water leak. I notified AM PM Plumbing of the "error" stating that the tank was leaking at the bottom and water stains were visible and to make sure that the technician ([redacted]) had that information when he turned in the report. The receptionist stated that his findings would be reported to the warrantee company. During the conversation the receptionist mentioned "EXACTLY" what was on the form "IN THE EXACT ORDER" though previously stating she had no knowledge of the findings. The warrantee company notified me the tech. could find nothing wrong. I in turn disputed the findings. The warrantee company advised me to get another opinion from another plumbing company. That evening the second opinion plumber found water "Dripping" from the bottom of the tank, the safety valve on the top of the tank not functioning and after removing the access panel at the bottom of tank he also found the tank insolation wet and advised me to replace the tank. After a long evening and morning with the warrantee company I was authorized to replace the tank. I was informed that I would not have to pay AM PM Plumbing the $60.00 service fee. The plumbing company that came out that evening spent over one hour with me and "did not charge me for a service call. (Keep in mind "I" was present during both plumbing inspections.)

I used AM PM Plumbing through a home warranty program for which I was not given an option to pick any other company to replace my hot water heater. Everything was great to start as they showed up when they were supposed to and installed the new hot water heater.

That's when everything changed. From the time they installed it, I began smelling gas in the room. It continued to get stronger and stronger and it took 3 weeks before someone would come back to look at it. The first time they were scheduled to come, they didn't show up and never said a word about it. I had to call back again and got a cursory apology for the technician not showing up and rescheduled for the next day. The technician showed up this time and said the main gas connection was loose by more than a quarter turn. He tightened it and left without looking at anything else.

The gas smell never went away. I had to call back again and the person who answered the phone (Renae) put me on hold for 10 minutes and when I told her what was happening and why it was so frustrating to us that for 5 weeks now we have gas leaking in our house, her response was, "I'm sorry but I've done what I can do. You need to call your warranty company again and have them create a new ticket before I can do anything."

Meanwhile, our gas bill over the last month is triple any other month we have lived at the house. They have absolutely no remorse for their continued ineptitude to do a simple installation. I will NEVER choose to work with them again and if you have a choice, I highly recommend you don't either.