Bela Plumbing & Sewer Inc

Initial Business Response /* (4001, 10, 2015/10/28) */
We were waiting for the manufacture to send the partsWhen the parts came in, we went out installed the faucetThis job has been completed to the customers full satisfaction
Initial Consumer Rebuttal /* (2000, 12, 2015/10/28) */
(The
consumer indicated he/she ACCEPTED the response from the business.)
Bella Plumbing was waiting on the manufacturerThe lack of communication was because they were on vacation and I was not aware no one was there to take my callsAs soon as they got back someone called meBella did a great job and was super helpful!

Initial Business Response /* (4001, 10, 2015/10/28) */
We were waiting for the manufacture to send the partsWhen the parts came in, we went out installed the faucetThis job has been completed to the customers full satisfaction
Initial Consumer Rebuttal /* (2000, 12,
2015/10/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Bella Plumbing was waiting on the manufacturerThe lack of communication was because they were on vacation and I was not aware no one was there to take my callsAs soon as they got back someone called meBella did a great job and was super helpful!

Initial Business Response /* (1000, 9, 2014/09/29) */
Case # XXXXXXXX
1 message
Bela Plumbing and Sewer Inc.

[redacted],
My name is [redacted] and I represent Bela Plumbing.
We were called by Mr. [redacted] for a sewage back-up originally.
We sent cutting equipment into his sewer system and cut through a blockage.
Tree roots were pulled back from his sewer line indicating a broken section.
Although the sewer blockage was cleared we recommended a clean-out access be installed for the purposes of inspecting his main sewer line and maintaining his sewer line.
He was informed at that time that if he did not clean it on a regular basis that it would require a complete replacement.
He was also informed that even with regular inspections and cleanings that the entire sewer line could not be warrantied and may require replacement.
Well over one year later Mr [redacted] called us to inform us that another plumber had been to his house.
We were told that his sewer had again backed up and the other plumber learned that the clean-out we had installed was on another line.
We returned to Mr. [redacted]'s house two separate times to send in equipment to confirm this.
Mr [redacted] requested that we install one new clean-out for him at no-charge.
We located the sewer line outside the house with a video camera designed to locate and view sewer lines.
The sewer was excavated and a new clean-out was installed.
The three trips including labor, materials, service calls, equipment charges and delivery and disposal fees were all waived 100%.
Mr [redacted] received no bills for any of the above stated work that was performed.
After installing the new clean-out we informed Mr [redacted] that the condition of his sewer line had worsened considerably since our last visit.
We recommended a complete replacement after inspecting the condition of the sewer.
We would provide an estimate for this replacement if he wanted but he did not.
Some time later I personally received a call from Mr [redacted] requesting that I rod out his sewer line.
I told him at that time that I did not want to risk damaging my equipment inside his sewer line.
If he wanted to repair it properly I would help him with the work but I simply was not interested with risking my cables.
I will also comment on his assessment of our inspection equipment.
Our equipment works properly.
I feel confident that our diagnosis of his sewer line is accurate.
If there any other questions that require answers please feel free to contact me directly.
Thanks and have a great day.
[redacted]

BELA PLUMBING
[redacted]
Streamwood IL, XXXXX
Email: [redacted]
Phone: (XXX) XXX-XXXX
Fax: (XXX) XXX-XXXX
Initial Consumer Rebuttal /* (3000, 11, 2014/09/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted] from Bela is not telling the whole story. After they completed installing the original clean out (on the wrong line) and rodding it out as part of the job, they had to come out again within 8 months to re-rod the line. This time I was told the line under my basement floor was the issue and they indicated the need to tear up my basement to fix the problem. The real problem at that time was the clean out was installed on the wrong line, and the line was never properly cleared. Six months later, this past June the problem recurred and I contracted with a new plumber. At that time we determined the cleanout was installed incorrectly by [redacted]. It was installed the storm sewer line, not the main sewer, and they never properly cleared out the main line. It took over a week to convince [redacted] to come out to evaluate the situation, and [redacted] didn't have the courtesy to come out himself. The first time Bela came out they only visually inspected, and confirmed the cleanout was indeed on the wrong line. After multiple phone calls, they came out a second time to locate the line, and after many more phone calls, and emails they finally came out to install the clean out. Each time took numerous phone calls and emails to [redacted] and the office to get a response or a return call. [redacted] never once came out to confirm the issue, he never came out to do any of the subsequent work, nor did he initiate any phone calls.
When the two guys came out to do the work, they could not locate the line, and dug a larger and larger hole in my front yard. Their equipment was not working properly as a locator, and the camera had a broken lens and was incapable of assessing the status of the sewer line. One of the guys was trying to locate the line using a coat hanger cut in half like a 'divining rod'. After 5 hours of digging they called [redacted] to get his opinion and [redacted] recommended they run the cutter through the line to listen for it to locate the line. At that point I should have told them to fill in the hole and leave. Finally they located the line and began to install the cleanout. There was no evidence of broken clay pipe, the roots entered at the junctions between the sections. There was no attempt to assess the condition of the remainder of the line, all they wanted to do was finish and get on their way as quickly as they could. They would not have been able to assess the line with a camera with a broken lens. They left and left me with a 15 x 25 foot area of destroyed lawn.
[redacted] is correct they covered the cost, as they should have, but I also paid an additional $345 for them to re-rod the second time without properly diagnosing the problem, in addition to $392 to the second plumber. Upon completion of installing the new clean out on the correct line they also should have run the 6 inch cutter as is customary after installation of a cleanout. His equipment should be able to clear out tree roots.
I am still looking for them to cover the cost of another plumber of my choice to rod the line as they should have done.
Final Consumer Response /* (4200, 18, 2014/11/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I can not in good conscience recommend Bela Plumbing to anyone. They did not perform the work I contracted them to complete, and they continue to make claims regarding the condition of my sewer line by speculation, without having done anything to assess its condition.
I've used them on numerous occasions over the past few years with complete satisfaction and I'm sure they have many satisfied customers, but the true sense of a business is how they handle the unsatisfied customers. The source of my dissatisfaction is with the way they handled the correction of their error, and their refusal to complete the work.
They don't seem to be the same company as they were when they were headed out of Niles.
Final Business Response /* (4000, 16, 2014/11/05) */
complaint # XXXXXXXX
1 message
Bela Plumbing and Sewer Inc.