Beacon Plumbing & Mechanical Inc

Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***They keep talking about their pricing bookThe technician didn’t show me the pricing book, I would like to see it

[redacted],I’ve spoken with our in-house counsel regarding this and I was told that L&I does have a rule against techs being on the roof doing certain types of work.  I don’t know what the details are regarding that rule but our in-house person instructed me that if a rule was violated then that is between Beacon Plumbing and L&I.I hope that helps clear up our perspective on that concern.Best,Kasen

[redacted]Hello again.  The type of toilet is completely irrelevant.  The first toilet we installed was not to your liking so based on what you told us we pulled out a second type of toilet.  Whether it's an ADA toilet or not, you sat on the toilet and told us that this was the one you wanted.  Therefore, we installed it per your request.  There's no fraud here, [redacted].  We installed what you asked us to the first time and you were unhappy.  We installed another, brand new toilet, and you told us you approved of it before we ever installed it.  We had you sit on it, look at it, etc, and you gave us the green light.  I'm sorry, but our perspective on the matter has not changed.  There will be no refund.

Complaint: [redacted]I am rejecting this response because:
 
There is on resolution yet. I believe the plumbers name was Israel. The amount was 692.40 and the job number is [redacted]. I hope this help us move forward.    Sincerely,[redacted]

[redacted]Hello again.  It's important to note that all you were charged for was an estimate.  Our guy came out, noted the galvanized lines and the corrosion that had taken place in those lines, which was contributing to your low water pressure.  He made some recommendations, which we...

stand by and support, and then he left.  You sought the opinion of another company and they suggested an alternate resolution.  Theirs is much less expensive because their resolution was a much simpler job that did not involve treating the issue at its core.We 100% support the decisions of our customers, whether they decide to go with us or another company.  However, just because another company proposes another method of resolution does not invalidate ours nor does it merit a refund.We wish you the best,

Complaint: [redacted]
I am rejecting this response because: service was not provided based on the verbal agreement with two witnesses or the written receipt.

Hello again, [redacted]!  I know we've discussed your concern over the phone but it appears there is still a misunderstanding on what was performed and why.  I apologize if I have not been able to clearly convey what we did when we were out at your property.  Initially your main line was...

backed up.  We came out to attempt to clear the mainline, which we were able to do successfully.  There was a blockage in the line but we were able to reestablish flow.  When we sent our camera down your line we noticed what appeared to be a break in the line with pooling water and a root exposed.  We sent that photo to you and suggested a spot repair.A short time later you experienced another backup.  This time it was from your shower drain (a branch line, not to be confused with your main line).  There was no other backups anywhere else which means this was an isolated issue with just your shower drain.  We did not check your shower drain because the issue was with your mainline and we were able to temporarily clear it and get flow going again.  These were two separate issues.  Had our guy "cleared the wrong line" like you mentioned in your review, the flow would not have been reestablished and we wouldn't have cleared out your mainline. Please let us know if you have further questions!Best,Kasen

Hello [redacted], We apologize that your experience was not as pleasant as either of us would have wanted. We first called you because we saw an unpaid bill. When you explained the situation, we did our best to listen to your experience, send you a copy of the invoice, and speak with our technician...

to see his perspective. Unfortunately, the technician who was at the job site was no longer employed at Beacon Plumbing. Using our best judgement we moved forward by respectfully telling you the consequences of unpaid bills. We told you this because we saw a signature of the invoice. Meaning you, or someone on your behalf, accepted the services and the charges. However, we were never aware that the signature was not your fathers.To move forward, we are sorry for the manner in which you and your father were treated. As we had mentioned before there was miscommunication on all sides. We apologize for the way you and your father were treated. We never teach our technicians to be rude or to use "strong arm tactics". We will accept the settlement amount of $104.41.

[redacted],
Hello again.  I know we've spoken regarding your concern but I wanted to officially close this concern on the Revdex.com.  As we had discussed, the price you were given was a fair price.  
I appreciated you reaching out to us and I'm happy to discuss additional questions or...

concerns you may have.
Best,
Kasen

Complaint: [redacted]
I am rejecting this response because:What I see here is the business trying to make it look like we damaged our wall and is serving them a bill of no fault from their part.. We did not notice the dent until after they left since we were focused on the opposite wall where the valve is . We contacted them immediately when we did notice it and the rest of the story has been iterated here many times already . This is not about money anymore for us but bringing out the dishonorable and deceitful attitude of a local company towards its customers . We have not had a situation to file a complaint  in Revdex.com before so am not sure of how this works . I have provided all the details I can and I request Revdex.com to find a resolution to this .
Sincerely,
[redacted]

[redacted],
Hello there.  I'm sorry to hear your experience with Beacon Plumbing did not play out how either of us would have wanted.  I was able to pull the information regarding your job and speak directly with the technician.  His story was a bit different and I'd like your take on...

what he told me.
First, he confirmed that the main problem was the pressure switch and the leaks in your PVC line.  Josh was able to take care of the leaks, however, the pressure switch was difficult to work with.  In fact, after troubleshooting for quite sometime, our tech determined that the switch they had picked up was a dud and left to pick up another pressure switch.  When they arrived it was a little after 8:00.  They installed the pressure switch and the pump was still not working properly.  This wasn't out of the ordinary, however, because they had not yet calibrated the switch.  Nevertheless, because of the fact that it was almost 9:00 at night and our guys had spent a total of almost 7 hours onsite, they had told you that they would return in the morning to finish the job.  Josh told me that you said that was fine and Josh told our dispatcher that he would be returning to your property first thing the next day.
The next day our dispatcher spoke with Josh and told him that you had called in to our main office.  You had found the information of the original plumbing company that had installed your pump to begin with.  Our dispatcher said that you had told her that you thought it best to contact the company who originally did the install.  Thus, Josh didn't return, nor did he call you back.
It's interesting that the company you called out was commenting on our work and how it wasn't up to code.  The reason we find that interesting is because Josh used the exact same pressure switch that was originally on the pump and installed it exactly the same way it was on there to begin with.  It was a "like for like" swap.  Josh wasn't using or doing anything that this company hadn't already done.  Josh mentioned that he found the switch a bit peculiar but didn't think much of it because it was the same switch that had been used by the other plumbing company before.
[redacted], based on your account and the information we have, we see no reason for a refund.  Josh went above and beyond by staying almost 7 hours on site, making multiple visits to the hardware store, and committing to come back and get the job done the next day.  This job was routine and shouldn't have taken as long as it did, however, there were some unexpected hiccups.  This happens, and when it does we expect our guys to stick it out and get the job done, which is what Josh did.
This is still an open dialogue, I'm happy to hear your thoughts regarding our findings.
Best,
Kasen

My concern is not only price- although the price was 4-5 times what it should have been. My concern is that I was told by a licensed and bonded plumber that my only option to fix my problem was to pay $2000+ to install an outside cleanout. The company knows that when they respond to plumbing emergencies they can manipulate consumers into paying more than they should- and this company has obviously done that in my case. I didn't need an outside cleanout in order to clear my clogged sewer line. They could have just cleared the clog, thus taking care of my emergent issue, at which time I would have been free to shop around fora  better price for an outside cleanout- if I chose to have one installed.

Hi [redacted]. My name is Kasen and I responded to your Facebook post earlier last week. I hadn't heard back so I was unable to pull up the details of your job, however, I was able to use the details provided through the Revdex.com to locate your job and take a look at the invoice. I cross checked the...

invoice with our price book to check the accuracy or inaccuracy of the pricing you were given. The tech that was out there, Ned, is one of our most "by the book" guys and sure enough all his prices were straight out of the book. In other words, the prices charged were the same prices that anyone else would have paid for the services rendered.Had there been a mistake, we would be happy to make things right.  However, that's not the case, this job was done exactly as it should have been.We'd be happy to offer you a $200 credit towards future electrical, heating, or plumbing work if you'd like.  Just let me know, and we'd be happy to send some coupons out to you.Best,Kasen

[redacted],Hello again.  Please see the response we issued to the AG's office upon receiving your complaint there as well:There is agreement that sewage was coming up through the cleanout located in Ms. [redacted]’ yard.  There is agreement that the main sewer line was backed up which was causing...

the back up.  There is agreement that the line had roots in it. There is important information Ms. [redacted] incorrectly recites in her summary:  that she was told the pipe was made from” paper” during a conversation with our office on December 13, 12017.  What she was told was the material used for her sewer line is a type of pipe known in the industry as “Orangeburg”.  Wikipedia describes Orangeburg as follows: Orangeburg pipe(also known as "fiber conduit", "bituminous fiber pipe" or "Bermico") isbitumenizedfiberpipemade from layers ofwood pulpandpitchpressed together. It was used from the 1860s through the 1970s, when it was replaced byPVC pipefor water delivery andABS pipefor drain-waste-vent (DWV) applications. The name comes fromOrangeburg, New York, the town in which most Orangeburg pipe was manufactured. It was manufactured largely by the Fiber Conduit Company, which changed its name to the Orangeburg Manufacturing Company in 1948. That same article goes on to state: Orangeburg was lightweight, albeit brittle, and soft enough to be cut with a handsaw. Orangeburg was a low cost alternative to metal for sewer lines in particular. Lack of strength causes pipes made of Orangeburg to fail more frequently than pipes made with other materials. The useful life for an Orangeburg pipe is about 50 years under ideal conditions, but has been known to fail in as little as 10 years. It has been taken off the list of acceptable materials by most building codes. During that same conversation she confirmed she had already researched this information on line and was aware of the limitations of the Orangeburg material when she called. Her primary complaint is that hydrojetting was all that was needed.   Hydrojetting involves using a high pressure water jet.  She was advised to confirm with the technician the next day whether hydrojetting was appropriate to clear the roots out of the line, or, whether there was a risk of the hydrojetting weakening the line,  causing damage to the pipe itself and then forcing her to undergo an even more expensive job of now having to replace the entire line.   Ms. [redacted]’ also suggests that she is a person who was preyed upon by our company which is illogical from this standpoint:  if Beacon was out to upsell repair work, this would have presented the perfect opportunity to frighten her into replacing the entire line, not making a far less expensive spot repair of the worst area in the line.   She had already made it clear to us that she wanted to keep her costs to a minimum and we did so.   We strongly disagree with Ms. [redacted]’ allegations and do not believe we have engaged in any deceptive or unfair trade practices.

[redacted],
Hello again.  We can debate the details all day long, but unfortunately that will get us nowhere because we both view this situation very differently.  There were two techs on site for an extended period of time, they charged accordingly, offered to come back out, and you decided to call another company.  That's ok but that was your decision and our guys did their best to resolve the situation and had every intention to finish up so your family could have hot water.
I know you're upset and I'm sorry for that.  We never want to let our customers down, though it happens from time to time.  
We wish you and your family the best, [redacted].  Moving forward we will have to agree to disagree.
Best,
Kasen

[redacted],
Hello again.  I'm sorry your experience with Beacon was not a favorable one.  It's always unfortunate when a customer has a negative experience with our company.  
We've discussed your concern at great length and our decision remains unchanged.  We've relayed our response...

to you over e-mail and we'd be happy to reissue the response to you again through the Revdex.com portal if you'd like.  
Unfortunately there's not much more I can say than what has already been told to you.  Please let me know if you'd like me to resubmit our response.
Best,
Kasen

Complaint: [redacted]
I am rejecting this response because:The estimate recieved by the business was overestimated and inaccurate according to multiple companies (all of whom were within $10 of each other) and yours was +2k higher. I stand by the fact that we were taken advantage of because we communicated we are not familiar with plumbing. I had proof that a $2000 estimate of inputting a ptrap was only $177.  It was not worth the $80 to recieve an overestimated amount and be told that was the only resolution- it clearly was not.

Hello again.  Unfortunately, our price book is not something we release to the public.  We use it internally for the pricing of our jobs.  Best,Kasen

Hello again!  As we had discussed yesterday in our correspondence, the pricing was all directly out of the book and presented to you upfront before any work was performed.  The pricing was accurate and you were also presented with a more affordable, less expensive option.  You decided...

to go the more expensive route so we proceeded forward and did the work as it was bid out.  We also explained that we're not a time and materials company so there's no hourly/material breakdown that we can provide.  All pricing is done by tasks performed.  In other words no matter who you are or where you're at the pricing would be the same for the services you received.  For this reason we instruct our techs to discuss the price upfront so any questions/concerns/issues can be handled then as opposed to after you've agreed to the work and we have completed it.Seeing as our guy did everything by the book and the job was approved by you while we were on site, there wouldn't be a refund in this case, however, we did offer you a generous credit which you declined, unfortunately.We wish you the best.Best,Kasen

Hello there [redacted]!  I'm sorry to hear the price was not something you were comfortable with.  Our technician provided a quote for $334.95 to attempt to clear the shower drain.  This is our standard rate for that particular task.  It's in our price book and it's the same price...

anyone else would pay for these services.  We're glad that our technician discussed these things with you prior to doing any work so you were able to make a decision you were comfortable with.  We provide a high quality service and our prices reflect that.  We're not your average plumbing company.  We can respond almost immediately, even on a Christmas morning or Thanksgiving evening.  Our trucks are fully stocked, so no fees for extra trips back to the warehouse.  And we hire great people, so we can do just about any job out there.Ultimately, I hope you were able to get your drain unclogged, even if it wasn't by us.  We wish you the best, [redacted].