Beacon Plumbing & Mechanical Inc

Complaint: ***
I am rejecting this response because:The main line was not plugged. The toilets were flushing fine and not causing the backup into the shower. That means the main was not the problem.You say that the line was clogged with root and needed a spot repair. The video that Bob Oates performed showed no such problem. Why didn't Beacon provide a copy of the video?Beacon was called to clear a drain backing up in the shower. They failed to clear that drain. It didn't just suddenly block up after they left. It simply was never cleared out in the first place
Sincerely,
*** ***

***,
Hello again, ***. This is Kasen from Beacon Plumbing. I know we had spoken previously about your concerns and I'm sorry we weren't able to come to a mutual understanding regarding what happened
As a recap, when we first showed up we conducted a leak search. It's a very
broad task and can entail cutting into walls, moving appliances, etc. However, despite how broad the task is, the price remains the same In other words, if we cut into a wall and moved a few appliances and jumped in a crawl space to try and find a leak, the price would be the same as if we just moved an appliance to track the leak down. We operate on menu pricing which means the primary factor in determining the price is the task itself. In this case it was a leak search.
Now based on what our tech saw, he wrote on the invoice that he'd have to cut into the walls and he gave the price of a leak search. He then proceeded to complete his leak search and was able to find the leak without cutting into your walls. What Jesus should have done at this point is write up a new invoice or at least modify the one he had provided you. He didn't, unfortunately, but the leak search work was still performed
In other words, you weren't charged for us to cut into your walls. You were charged for a leak search which is what we performed. It's important to note (and I have copies of all our e-mails) at no point in time did anyone say that "...the work he (Jesus) did is almost the same as cutting the wall". I'd be happy to provide proof of that if need be.
I'm sorry we didn't meet your expectations, ***. In hindsight it would have been better if Jesus had more clearly explained what he was doing and why. For what it's worth, I can assure you though that the pricing was accurate and done correctly
Best,
Kasen
I had a leaking issues at my house so I contacted Beacon plumbing to help fix the issuesTheir came to my house reviewed the situation and told me he need to open sheet rock before he can identify the problem which will cause me $He went into his truck and came back with different solutionHe told me he does need to cut the wall but he need to replace water heater flexes for $After his service he decided to charge me $for the open sheet rock which he never did plus $for replacement of the water heater flexesIn order not to cause any issues I paid him and later called Beacon plumbing customers service to resolve the issue with themThey contacted me back stating that the agent said the work he did is almost the same as cutting the wall that is why he changed me $I strongly believe this is bad business practicesCharging customers for not doing what you promise

Complaint: ***I am rejecting this response because: you keep just going around in a circle of liesYour employee has lied to youHe disassembled the heater, then he left to find out about parts thinking he would come backMy mother told him no, that it was to much variance in the cost quote and he never came back to reassemble the unit He also told my mom that my unit was old and should be replaced (high end of the verbal quote)Its only years oldThat means your in the business of taking advantage old peopleThe fact is that it leaked in my basement for days! You need to at the very least pay for all my rug replacementsAt this time I will accept nothing less than a check for $750, that is half the cost of my carpets and the wall pocket door replacement costIn fact I am going to call the attorney general office today and if nothing happens there, I will get a lawyer and I will start a lawsuit against Beacon Plumbing and I will win because I have people who all were there and will testify.Sincerely,*** ***

***,
Hello there From what I've heard it sounds like you were working with Steve regarding this concern He notified me that he had submitted an e-mail to you a little while back and received no response We're happy to continue the dialogue through the Revdex.com or through e-mail
Either way we do need to hear back from you so we can move forward
Thanks,
Kasen

Hi there!My name is Kasen and we had spoke regarding your concerns sometime last week. I'm sorry for the miscommunication you feel occurred. Brom has a stellar history with us and for what its worth this is the first time I've received a concern regarding his communication This is
a difficult spot to be in because you are claiming we said something over the phone that Brom says he never said, and we have an invoice that doesn't reflect any of what you claim Brom said either. We have to make judgement calls from time to time and on this one we are going to side with our technician. He wrote everything out on the invoice, listed all the prices accurately, obtained the necessary signatures, and completed the work. It's very tough to then come back after all the work has been done and we have completed everything to then say that our guy said something different over the phone.I'm sorry, ***, but we're going to side with our tech. I tried to offer you a future credit on electrical, heating, or plumbing work but as I recall you hung up the phone on me We wish you the best, ***.Kasen

***,Hello again. We have received over a dozen e-mails from you asking about your daughter's (***) refund. Each time we have told you the same thing. It is - business days for refunds to be processed. The refund has since been processed and it was done so within that
- business day time frame.Thank you,Kasen

Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

Hello ***. This is Kasen from Beacon. We have been communicating over e-mail recently. I'm thinking this all boils down to a miscommunication somewhere. I know you weren't on site when our guy was there, but our guy had extensive communication with Ryan (the homeowner)
while on site. The way you've described the problem is not how it was when we arrived. I've included the e-mail I sent your way earlier this morning as reference for where we stand on the matter. Please see below:***, Hello again. I spoke with Ned again about this job and I honestly think this is coming down to a miscommunication of some sort. I know Ned was talking primarily with Ryan while on site and I’m not sure where you were or when you came on site. When Ned was there, there was human waste in the shower drain. That is indicative of more than just a clogged shower drain. You don’t get waste in your shower from a clogged shower drain. Additionally, there was standing water in your line. It was completely backed up. Our technician showed this to Ryan while he was on site. Had we put our camera down your line and saw that there was no standing water, but you were still backed up, it would make sense to go directly to the shower drain itself, however, that wasn’t the case. Additionally, if the issue was just with the shower drain, you would have been able to use other fixtures without any issues, which wasn’t the case either. Ultimately, based on what we were told and what we saw, we acted in a way that made sense. There was waste in your shower, your line was backed up, our equipment was snagging on a certain area, your neighbor had experienced several backups himself, etc. All signs point to a sewer issue. We performed the work we did and made a suggestion. There was no pressure involved as this decision was entirely up to you. You weren’t charged for the bid, you were only charged for the work performed. I’m not sure if something happened after we left? If another company came out to perform work or if you both attempted to do some troubleshooting yourself, but when we were on site, that is what we saw and that’s why we recommended what we did. Had the situation been as you described with no standing water anywhere, we wouldn’t have done what we did. There’s no reason for it. It’s difficult because this isn’t necessarily a he said she said scenario. Ned has a great history with us, he does incredible work, but even pushing that aside, listening to the call, looking over the invoice, etc, what Ned did all adds up and is in line with what you were describing when you initially called in. By all accounts, from what we can tell, viewing this situation objectively, Ned acted appropriately and did what any plumber would have done. Unless you can prove otherwise, no refund will be issued. If I’m missing something, please let me know. I’m not trying to be difficult, I’m just letting you know how we see the situation. Best, Kasen

Complaint: ***
I am rejecting this response because: the technician indicated the urgency to replace the line to inch was low and we could do it at a later time and should not result in the failure of the pump and also said the pump should be able to last for at least a few weeks without problems This was why I had not replaced the line urgentlyThat said, I have a video clearly indicating the size of the pipe was not the problem with only a trickle of water getting pumped by the inadequate pump that was installed Furthermore, the technician failed to drill a "priming" hole inches above the pump which should have been a part of the install Under these circumstances, I reject the explanation and request a refund I plan to submit to small claims court in a matter of days and argue my case in court

***,Hello there. I reviewed the invoice and wanted to share my findings. Per the invoice you were given, the coupon was applied and you were only charged the $for a $service. The service charge of $was not applied twice, just once, which is normal. We always
charge the $whether the work is accepted or not. The capacitor you were charged for is actually $out of the book, but Tony gave it to you at a discounted rate of $404.75. You'll always find the materials we use online for a cheaper price.All in all this job checks out and was done correctly. I'm sorry, ***, but there will be no price adjustment or refund.Best,Kasen

Hello again, *** This is Kasen from Beacon Plumbing As a part of covering all customer concerns that come through Beacon Plumbing, I am also over any complaints that are filed with the Revdex.com
I think it’s important to note that all the work that was done on your sump pump was not
billed for. Our guys did some extensive troubleshooting but were ultimately unable to resolve the issue. We are in agreeance that waiving those charges would be appropriate
While on site, our guys also did a few other things too. They attempted to clear out your mainline, installed a check valve, and used our camera to inspect the line. It was these three things only that you were billed for, and it was at a discounted rate as well. Your final price with tax was $832.22, however, those three tasks at price would have been over $1,after tax
We feel we’ve handled this situation in a just and fair manner, though I’m sorry you don’t feel the same.
Please let me know if I can clarify anything else
Best,
Kasen

Hello there! There was a clog in your mainline, which we cleared when we first arrived. We don't typically record the camera footage, in fact a lot of our cameras don't even have recording capability. However, after we cleared the line we did identify what appeared to be a problem area. We never said that the root caused the problem in your line, though it is indicative of a problem in your line. Roots should not be in your mainline.The problem you experienced after our initial work came from a separate branch line. I'm not sure what caused the issue, but this would have been in that line as opposed to in your mainline. These are two separate lines and two separate issues.If I remember correctly, you were not onsite during any of this. I'm not sure if there's been some miscommunication between you and the tenants but we've spoken with our technician at length about the matter and done our best to explain what happened, why, and answer any additional questions you might have.Hopefully that's helpful!Best,Kasen

***,
Hello again. With a clogged line, there can be many different types of resolutions depending on the types of pipes you have, the integrity of those pipes, the location/existence of other cleanouts, the length of the pipes, etc. Aaron made a suggestion, it was agreed upon, and the work was then completed
I apologize, ***, but I'm not sure what you're expecting from us. To claim that you "didn't need an outside cleanout" and that we "could have just cleared the clog" seems a bit of a stretch. Were you aware of the exact conditions beforehand? Do you know with certainty how we could have just cleared the clog to achieve the same desired result?
I'm sorry, *** but our answer remains the same. We will not be offering any sort of refund

Complaint: ***
I am rejecting this response because: I just found out that what the plumber installed is called an ADA toilet, as in Americans with Disabilities Act. It is intended for people with disabilities who can't sit down to go to the toilet because they can't get up again. I certainly never requested that - there is no one with disabilities in our house! - and the plumber did not tell me that was what he was installingI had never heard of such a thing; I had to look it up online to find out what ADA means. I didn't discover the problem until a few hours after the plumber left, when I sat on the toilet and discovered my feet don't touch the floor. This is not what we asked for. We feel this is fraud

***,
Hello there My name is Kasen and I handle any customer relation issues that come through Beacon Plumbing It sounds like your experience didn't go how either of us would have liked I'm sorry we didn't meet the expectations you had for our company
I wanted to take a
moment and cover the concerns you had mentioned First, according to the invoice, it appears that the service was in fact restored Toilets were flushed a number of times and we ran your shower for - minutes without any issues Additionally, because we cannot warranty pre existing plumbing, our technician did what he was supposed to by noting that "Beacon is not responsible for future clogs or blockages in existing plumbing." Furthermore, on the invoice it also states, "Customer is aware of problems in main line sewer Roots and miscellaneous pipe problems to street." Those roots and other issues would definitely cause another backup if not taken care of, and based on your comments it appears that is what happened
I apologize, ***, but no refund will be issued for this job Our guy was playing the rules and following Beacon Plumbing policy
I'm happy to answer any questions or concerns you might have
Best,
Kasen

Complaint: ***
I am rejecting this response because:Your service technician failed to find the source of the leakHe indicated that the toilet bowl was leaking and needed replacing at a total cost of $3, I got a second and correct opinion Another plumber came in the next day and discovered the leak was due to a incorrect installation at the pipe joint This is covered in detail in informations sent to youHe also checked online for the correct connection procedure and this also is in your hands After paying your firm $for 1/hours of misdiagnosis and paying another firm $for the correct repair and then adding $for the repair of the not needed cut into the dry wall we are still $2,ahead financially from what your firm would have cost us I really can't see how you can reasonably try to collect more on a terrible job At this point, I don't know if your plumber is inept or dishonest In any event just for principle, I am willing to continue this issue, I am quite upset with your lack of studying all the facts

Mr***,Hello again. In reviewing your account of what happened, there are several very important details you left out. I know you're aware of those details, but to assist the Revdex.com personnel reviewing this concern, I will provide a recap of the details.We were first called out due to
your basement flooding and arrived around 2:am. Our tech noted that you needed a new pump, and your current discharge line needed to be larger. A Zoeller pump was recommended (and is perfectly adequate to service your home), however, our tech told you and it's noted on the invoice, that additional work was needed. A new discharge line was necessary to prevent further backups. The Zoeller pump would work with the current discharge line but not at its optimal capacity. If you didn't upgrade the discharge line, the pump could burn out or fail. Due to the fact that it was early in the morning and the additional work required a jack hammer and would be quite disruptive, our tech said he could be back the next day to finish the job. He noted on his invoice that the fix he had applied by using this pump was only temporary because additional work was needed. We noted on the invoice that should another backup occur, we would not be liable.It's interesting you mention that the pump we installed couldn't keep up with the inflow of water after about a week of use. The night we installed it, your basement had about inches of water in it, and the pump was able to drain it all within a minute or two. The pump was fine (that model, by the way, does not need a priming hole, which is why one was not drilled there). It was working as it should have been. However, after a week of improper use, it sounds like the pump has either been damaged or failed entirely. Had the job been finished and the new discharge line been installed, there would be no issues. Mr*** you were well aware of the additional work that was necessary and had every chance to call us back out and finish things. I apologize, but no refund will be issued

***,
Hello again. We are rejecting arbitration and are continuing to stand by our initial claim
The snake/camera combo was used by *** as he verified that in the first conversation I had with him. Additionally, to say that you were not aware nor gave your consent isn't quite accurate based on the invoice we have with your initials acknowledging the tasks that were performed at the stated price.
Your request for the "isolation of the problem" is not easily completed on drain cleaning jobs. As I've stated before we do the best with what we can see and the information we're given. There are many factors that can contribute to a clogging/backed up line
Please keep in mind, what *** said and any additional issues discovered after the fact don't invalidate the work *** performed. Your line was clogged, you called us out, we took a look, wrote up the tasks/prices, you agreed, we dislodged the clog and left. That's all you paid us for and that's all we did.
If the Revdex.com would like further clarification I'm happy to do my best to explain. Drain cleaning is a headache for everyone when there are additional factors at play

Complaint: ***
I am rejecting this response because:The technician examined the old furnace prior to quotingHe had full informationElectrical plug is there open & visible (nothing hidden that was “unforeseen”) If he were to quote additional electrical work worth $616, we would have rejected his quote & chose another companyHe installed the wrong type of furnace - this is company’s error They should have installed the type of furnace that works from existing outletErrors of this company should not be paid for by customers
Sincerely,
*** *

Complaint: ***
I am rejecting this response because:
I am rejecting the offer as I have reported the charge was excessive and I had to have another company come in and finish the job