***, Hello again We are rejecting arbitration and are continuing to stand by our initial claim The snake/camera combo was used by [redacted] 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 [redacted] said and any additional issues discovered after the fact don't invalidate the work [redacted] 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
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted] Plumbers name is Josh MRepair Number is [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
***, 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
Hello there! I'm sorry to hear about the recent back up Unfortunately, drain cleaning is one of the few things we do not warranty because of the numerous issues that can cause a back up We cannot account for the overall integrity of the line nor can we accept liability for the things that may get flushed down the toilet that shouldn't be When doing a drain cleaning we will always do our best to clear the line We can only "attempt" to clear the line, but most times we are successful If you experience a backup again, it's usually indicative of a larger problem.'m sorry it's not something we warranty and because of that, no refund will be issued If you have further questions, please feel free to reach out to us!est,***
***, 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
Hello again, ***! 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 mainlinePlease let us know if you have further questions!Best,Kasen
***, 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
***, 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, [redacted] but our answer remains the same We will not be offering any sort of refund
***, 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, *** Moving forward we will have to agree to disagree Best, Kasen
[redacted] , Hello again I do try my best to avoid the "he said she said" type of situations, but it's worth mentioning that you did state that the igniter wire was the wire that was burned when we spoke over the phone It was only after you submitted the photos and I pressed for more information that you retracted that statementOur point of contention is not whether or not our technician touched those wires Where the validity of the story begins to dissolve is after our technicians arrive for the second time You're claiming that those wires were burned and damaged before we arrived on our second visit As I mentioned before, both techs can attest to the fact that on both occasions they did not see any signs of damage to those wires This is further substantiated by the diagnosis they left with you There's no way they would have missed the damage to the wires based on their location, so to say that those wires were melted on the burners and our guys totally missed it and suggested something totally unrelated is not possible I'm sorry, [redacted] We may have to agree to disagree on this oneBest, Kasen
***,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 itThere 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, 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 togetherIt was used from the 1860s through the 1970s, when it was replaced byPVC pipefor water delivery andABS pipefor drain-waste-vent (DWV) applicationsThe name comes fromOrangeburg, New York, the town in which most Orangeburg pipe was manufacturedIt was manufactured largely by the Fiber Conduit Company, which changed its name to the Orangeburg Manufacturing Company in That same article goes on to state: Orangeburg was lightweight, albeit brittle, and soft enough to be cut with a handsawOrangeburg was a low cost alternative to metal for sewer lines in particularLack of strength causes pipes made of Orangeburg to fail more frequently than pipes made with other materialsThe useful life for an Orangeburg pipe is about years under ideal conditions, but has been known to fail in as little as yearsIt has been taken off the list of acceptable materials by most building codesDuring 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 calledHer 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
***, 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: 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:at night and our guys had spent a total of almost 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 ***, based on your account and the information we have, we see no reason for a refund Josh went above and beyond by staying almost 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
Complaint: [redacted] I am rejecting this response because: When I called Beacon Plumbing out, Josh stated that they would be replacing all of the PVC pipes and valves, that is why I agreed to it, but when all was said and done, only a few inches of pipe were used, the old valves still remained, and Josh's partner (I apologize, I cannot recall his name) stated that the valves were in need of replacement, could it be, possibly that the reason that they could not get my water back on was because corners were cut? Why did I agree to pay for all new pipes and valves, but only a few inches of PVC were replaced? You state the following "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." If Josh stuck it out, as you stated, how come my family was left with no water? Once again I cannot recall the name of Josh's partner, but he was dedicated to getting the job done, he kept working, and playing with the switch, all the while Josh was looking at his phone, complaining that it was getting late, and telling his partner to hurry up, he wanted to go, so please do not tell me how dedicated Josh wasHis partner, yes, he was beyond dedicated, and actually seemed to care, Josh just wanted to get out of here As to you stating that Josh states that he told me that he would return first thing in the morning Actually what he told me was: "Sorry, I've got to go, I will try and make time to swing back by tomorrow afternoon, but I can't make any promises" You and he can deny it all you want, but that is what I was toldSo I was expected to go without water for another whole day, and if he still couldn't fix it, another night and another morning until I could get someone else out??? I know that you truly do not care about anything more than holding onto my money, but if you were in my shoes and your children were without water to drink, showers, a toilet, sinks to wash in, would you patiently wait days upon days for some company to take their sweet time getting around to "possibly" fixing the problem? Of course you wouldn't, if you had someone at your house that obviously didn't give a hoot, you'd call someone that would show up immediately, and stay until the job was done, and deal with the other apathetic company later, once you children had water to drink, but of course we're not talking about your family, we're talking about my lousy family Out of curiosity, considering that I have my phone in front of me, showing all of my call records back to October, you stated: "Josh told our dispatcher that he would be returning to your property first thing the next day." How come I received a call from Josh's partner at 12:PM asking when that afternoon they could show up to look at the switch again???? Is "later this afternoon" the same as "first thing the next day"? To me "first thing the next day" means 7:or 8:AM, maybe 9:AM, not 2;PM or 3:PM or 4:PM or whenever they decided to show up, so I suppose I was supposed to just sit around and wait, with no water, correct? So, I now realize that your company's very last priority is customer satisfaction, and actually doing what you were hired to do, so thank you for the $switch that is sitting in my toolbox, and you are very welcome for the $1,337.00, wow, I sure am "freakin" now, glad I called BeaconSincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: There is on resolution yetI believe the plumbers name was IsraelThe amount was and the job number is [redacted] I hope this help us move forward Sincerely, [redacted]
Hi ***My name is Kasen and I responded to your Facebook post earlier last weekI 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 invoiceI cross checked the invoice with our price book to check the accuracy or inaccuracy of the pricing you were givenThe 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 bookIn 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 $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 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
***, Hello again Here's the e-mail that Steve had sent you way It summarizes our stance on the matter: - - - Dear Mrand Mrs***: I have been able to confirm the following facts: A call was placed to our dispatch after business hours on Thursday, Jan28th for a problem with a tankless water tank As there were no tankless technicians available that evening an appointment was scheduled for the next morning on Friday the 29th We dispatched our technician, Walter, and his apprentice, Evan on Friday the 29th to go to the address of [redacted] *** There was an error code “38” flashing on the Navien tankless unit According to our GPS we were onsite a total of minutes and they arrived at 9:am You were out of town and your mother was on site to let Walter and Evan in Walter did not leave any paperwork with your mother when he left that morning I have been told the following facts by you that: Your mother received widely varying quotes ranging from $to $4,from Walter You advised your mother to decline any service and that you would deal with the problem Monday evening, the 1st, yourself when you returned home Upon your arrival Monday night, you discovered water had escaped the tankless water heater and had spilled on the floor, soaking some carpeted area and wicking up onto some drywallYou also found the circuit board had been removed and was left dangling by its connection wires outside of the unit Your mother was never warned or advised not to use the cold water system as it would leak The parts that were needed were not available on Friday and overnighting the parts would not be a feasible option I have also been told the following facts by our technician Walter: When he arrived at the job site, he found the cover to the water heater had been removed and that there were tools inside of the water heater He confirmed that error code “38” was flashing and that two parts would be necessary to compete the repairs (a sensor and another part that would be required if the sensor was replaced) At that time, he did not know if the parts could be obtained from a local supplier He advised your mother that he would try and locate the parts but if he could not do so he would let her know later that day Walter was very clear to me that he did not touch any of the components in the water heater (including the circuit board) nor did he connect or disconnect the water supply line inside of the water heater Upon his arrival he noted that the circuit board was hanging outside of the unit and that there were towels and rags on floor near the unit evidencing some sort of water leak He mentioned the water specifically to your mother before he left I asked Walter why he did not prepare any paperwork His response was that he couldn’t quote you a firm price until he knew what the parts would cost He also told your mother that when he got an answer on the price and availability of the part, he would return with his paperwork for her signature if she wanted to proceed Since he had not done anything up to that point, he felt he should not charge you for the service call until things were resolved He called back later that same day to advise you mother that he had not yet located the part locally and was told by your mother that you were going to take care of the problem yourself and that our services were not needed The obvious discrepancy boils down to whether our technician touched the unit or not On the one hand Walter concurred that the error code was flashing and that based on that error code, a part would be needed So there was no need for further diagnosis and no need to touch any of the componentsHe was also only on the jobsite for a short time (a total of minutes) On the other hand, while you acknowledge that you did take off the cover to the unit before you left town, you deny that you did anything to the circuit board and/or removing pipe that would allow cold water to spill out of the unit Your mother was the only other occupant in the home while you were gone and she is elderly and has trouble going up and down stairs At this juncture, I am accepting the word of Walter that he did not touch the unit while he was on the jobsite, and there are several reasons to support this First, the limited amount of time he was on site Second, the error code, which he confirmed, eliminated in his own mind the need to do any diagnostic work and touch any part of the unit Third, Walt advised our dispatch on that Friday that he was not ready to declare the job was finished or still open until he found out about the cost of the part and that he would not request a job number yet which is also why he did not collect a service fee at that time Fourth it is our policy that technicians are never to touch a customer’s plumbing or heating without first giving a firm price quote for the work to be done and receiving written approval from the customer to proceed with the work - - - I hope that helps 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 partWe 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]
***, Hello again We are rejecting arbitration and are continuing to stand by our initial claim The snake/camera combo was used by [redacted] 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 [redacted] said and any additional issues discovered after the fact don't invalidate the work [redacted] 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
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted] Plumbers name is Josh MRepair Number is [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
***, 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
Hello there! I'm sorry to hear about the recent back up Unfortunately, drain cleaning is one of the few things we do not warranty because of the numerous issues that can cause a back up We cannot account for the overall integrity of the line nor can we accept liability for the things that may get flushed down the toilet that shouldn't be When doing a drain cleaning we will always do our best to clear the line We can only "attempt" to clear the line, but most times we are successful If you experience a backup again, it's usually indicative of a larger problem.'m sorry it's not something we warranty and because of that, no refund will be issued If you have further questions, please feel free to reach out to us!est,***
***, 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
Hello again, ***! 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 mainlinePlease let us know if you have further questions!Best,Kasen
***, 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
***, 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, [redacted] but our answer remains the same We will not be offering any sort of refund
***, 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, *** Moving forward we will have to agree to disagree Best, Kasen
[redacted] , Hello again I do try my best to avoid the "he said she said" type of situations, but it's worth mentioning that you did state that the igniter wire was the wire that was burned when we spoke over the phone It was only after you submitted the photos and I pressed for more information that you retracted that statementOur point of contention is not whether or not our technician touched those wires Where the validity of the story begins to dissolve is after our technicians arrive for the second time You're claiming that those wires were burned and damaged before we arrived on our second visit As I mentioned before, both techs can attest to the fact that on both occasions they did not see any signs of damage to those wires This is further substantiated by the diagnosis they left with you There's no way they would have missed the damage to the wires based on their location, so to say that those wires were melted on the burners and our guys totally missed it and suggested something totally unrelated is not possible I'm sorry, [redacted] We may have to agree to disagree on this oneBest, Kasen
***,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 itThere 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, 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 togetherIt was used from the 1860s through the 1970s, when it was replaced byPVC pipefor water delivery andABS pipefor drain-waste-vent (DWV) applicationsThe name comes fromOrangeburg, New York, the town in which most Orangeburg pipe was manufacturedIt was manufactured largely by the Fiber Conduit Company, which changed its name to the Orangeburg Manufacturing Company in That same article goes on to state: Orangeburg was lightweight, albeit brittle, and soft enough to be cut with a handsawOrangeburg was a low cost alternative to metal for sewer lines in particularLack of strength causes pipes made of Orangeburg to fail more frequently than pipes made with other materialsThe useful life for an Orangeburg pipe is about years under ideal conditions, but has been known to fail in as little as yearsIt has been taken off the list of acceptable materials by most building codesDuring 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 calledHer 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
***, 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: 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:at night and our guys had spent a total of almost 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 ***, based on your account and the information we have, we see no reason for a refund Josh went above and beyond by staying almost 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
Complaint: [redacted] I am rejecting this response because: When I called Beacon Plumbing out, Josh stated that they would be replacing all of the PVC pipes and valves, that is why I agreed to it, but when all was said and done, only a few inches of pipe were used, the old valves still remained, and Josh's partner (I apologize, I cannot recall his name) stated that the valves were in need of replacement, could it be, possibly that the reason that they could not get my water back on was because corners were cut? Why did I agree to pay for all new pipes and valves, but only a few inches of PVC were replaced? You state the following "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." If Josh stuck it out, as you stated, how come my family was left with no water? Once again I cannot recall the name of Josh's partner, but he was dedicated to getting the job done, he kept working, and playing with the switch, all the while Josh was looking at his phone, complaining that it was getting late, and telling his partner to hurry up, he wanted to go, so please do not tell me how dedicated Josh wasHis partner, yes, he was beyond dedicated, and actually seemed to care, Josh just wanted to get out of here As to you stating that Josh states that he told me that he would return first thing in the morning Actually what he told me was: "Sorry, I've got to go, I will try and make time to swing back by tomorrow afternoon, but I can't make any promises" You and he can deny it all you want, but that is what I was toldSo I was expected to go without water for another whole day, and if he still couldn't fix it, another night and another morning until I could get someone else out??? I know that you truly do not care about anything more than holding onto my money, but if you were in my shoes and your children were without water to drink, showers, a toilet, sinks to wash in, would you patiently wait days upon days for some company to take their sweet time getting around to "possibly" fixing the problem? Of course you wouldn't, if you had someone at your house that obviously didn't give a hoot, you'd call someone that would show up immediately, and stay until the job was done, and deal with the other apathetic company later, once you children had water to drink, but of course we're not talking about your family, we're talking about my lousy family Out of curiosity, considering that I have my phone in front of me, showing all of my call records back to October, you stated: "Josh told our dispatcher that he would be returning to your property first thing the next day." How come I received a call from Josh's partner at 12:PM asking when that afternoon they could show up to look at the switch again???? Is "later this afternoon" the same as "first thing the next day"? To me "first thing the next day" means 7:or 8:AM, maybe 9:AM, not 2;PM or 3:PM or 4:PM or whenever they decided to show up, so I suppose I was supposed to just sit around and wait, with no water, correct? So, I now realize that your company's very last priority is customer satisfaction, and actually doing what you were hired to do, so thank you for the $switch that is sitting in my toolbox, and you are very welcome for the $1,337.00, wow, I sure am "freakin" now, glad I called BeaconSincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: There is on resolution yetI believe the plumbers name was IsraelThe amount was and the job number is [redacted] I hope this help us move forward Sincerely, [redacted]
Hi ***My name is Kasen and I responded to your Facebook post earlier last weekI 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 invoiceI cross checked the invoice with our price book to check the accuracy or inaccuracy of the pricing you were givenThe 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 bookIn 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 $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 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
***, Hello again Here's the e-mail that Steve had sent you way It summarizes our stance on the matter: - - - Dear Mrand Mrs***: I have been able to confirm the following facts: A call was placed to our dispatch after business hours on Thursday, Jan28th for a problem with a tankless water tank As there were no tankless technicians available that evening an appointment was scheduled for the next morning on Friday the 29th We dispatched our technician, Walter, and his apprentice, Evan on Friday the 29th to go to the address of [redacted] *** There was an error code “38” flashing on the Navien tankless unit According to our GPS we were onsite a total of minutes and they arrived at 9:am You were out of town and your mother was on site to let Walter and Evan in Walter did not leave any paperwork with your mother when he left that morning I have been told the following facts by you that: Your mother received widely varying quotes ranging from $to $4,from Walter You advised your mother to decline any service and that you would deal with the problem Monday evening, the 1st, yourself when you returned home Upon your arrival Monday night, you discovered water had escaped the tankless water heater and had spilled on the floor, soaking some carpeted area and wicking up onto some drywallYou also found the circuit board had been removed and was left dangling by its connection wires outside of the unit Your mother was never warned or advised not to use the cold water system as it would leak The parts that were needed were not available on Friday and overnighting the parts would not be a feasible option I have also been told the following facts by our technician Walter: When he arrived at the job site, he found the cover to the water heater had been removed and that there were tools inside of the water heater He confirmed that error code “38” was flashing and that two parts would be necessary to compete the repairs (a sensor and another part that would be required if the sensor was replaced) At that time, he did not know if the parts could be obtained from a local supplier He advised your mother that he would try and locate the parts but if he could not do so he would let her know later that day Walter was very clear to me that he did not touch any of the components in the water heater (including the circuit board) nor did he connect or disconnect the water supply line inside of the water heater Upon his arrival he noted that the circuit board was hanging outside of the unit and that there were towels and rags on floor near the unit evidencing some sort of water leak He mentioned the water specifically to your mother before he left I asked Walter why he did not prepare any paperwork His response was that he couldn’t quote you a firm price until he knew what the parts would cost He also told your mother that when he got an answer on the price and availability of the part, he would return with his paperwork for her signature if she wanted to proceed Since he had not done anything up to that point, he felt he should not charge you for the service call until things were resolved He called back later that same day to advise you mother that he had not yet located the part locally and was told by your mother that you were going to take care of the problem yourself and that our services were not needed The obvious discrepancy boils down to whether our technician touched the unit or not On the one hand Walter concurred that the error code was flashing and that based on that error code, a part would be needed So there was no need for further diagnosis and no need to touch any of the componentsHe was also only on the jobsite for a short time (a total of minutes) On the other hand, while you acknowledge that you did take off the cover to the unit before you left town, you deny that you did anything to the circuit board and/or removing pipe that would allow cold water to spill out of the unit Your mother was the only other occupant in the home while you were gone and she is elderly and has trouble going up and down stairs At this juncture, I am accepting the word of Walter that he did not touch the unit while he was on the jobsite, and there are several reasons to support this First, the limited amount of time he was on site Second, the error code, which he confirmed, eliminated in his own mind the need to do any diagnostic work and touch any part of the unit Third, Walt advised our dispatch on that Friday that he was not ready to declare the job was finished or still open until he found out about the cost of the part and that he would not request a job number yet which is also why he did not collect a service fee at that time Fourth it is our policy that technicians are never to touch a customer’s plumbing or heating without first giving a firm price quote for the work to be done and receiving written approval from the customer to proceed with the work - - - I hope that helps 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 partWe 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]