Best Choice Plumbing & Heating

Review: I called Best Choice plumbing in a state of panic because sewage was backing up on my basement floor. No waste was leaving the house. Something was clogged. A man came out and stood on the basement steps with me looking at the mess. He said that the "trap" outside under the sidewalk must be broken. We went out and looked under the little grate into a black abyss. Of course there was nothing to see. This fellow told me that it would take about four days for them to come out and do the work because they needed time to get city permits to tear up the sidewalk. I was wringing my hands because I would have to live in the house, flushing and running water until they came to fix this. However I did not believe I had any alternative except to wait. The contract that he wrote up indicated that they would " install a new trap adapting to existing lateral and main drain. Also install new water box free of charge. we are responsible for putting the bricks (brick sidewalk) back when the job is back filled and complete. job is scheduled for 3/1/13." Price was $1600. I gave them $800 downpayment, with the understanding that the balance would be paid upon completion. The night before they were to do the work, [redacted]., son of the owner, called to tell me they would not put the bricks back."We are not bricklayers." There was much discussion., which resulted in his calling a brick worker, who charged me $250 to complete the sidewalk. [redacted]. said he would reduce his bill by $100 to $1500. (I was not happy with this, but needed to get this sewage out of my basement.)

When the workers (2 men) arrived, they went right to work digging up the brick sidewalk and digging a hole to get to the pipes. This was about 6 feet deep. Nothing was done inside the basement. After a few hours, they called me out to look at the hole. there were two ceramic pipes, next to each other, coming from my house. Apparently they were expecting one. They contacted the [redacted]. ** by phone. He called me a said that he would need $500 more to finish the job because of the second pipe. He insisted that since there were two pipes there, both must be replaced for the system to work. I was very annoyed that he wanted more money for this. We had a Long talk about this. He was adamant that he could not go forward without more money. I told him that he should have been ready for either one or two pipes. He was unmovable. I told him I did not have this additional money. (It's true. I am a part time adjunct at a college. I don't make a lot of money) He told me I could pay him $100 per month until it was paid off, but that he could not proceed without it. And so, I had no alternative but to let them finish the job.

Then, after the new pipes had been laid, (incidentally, when I looked down at the two original pipes, I saw no cracks or breaks. but well, I am not a plumber, so I assumed they knew what they were doing.)

Then during late afternoon, they workmen asked me to flush a toilet to see if it all was working. It did not work. The water was still coming up in the basement. They called in and had a large industrial size snake delivered, which they put down the hole in the sidewalk and into their new pipe. After quite some time of snaking their two new pipes, it still wasn't working. the guys were literally scratching their heads. Then, one of them got the bright idea of getting a lettle household size snake out of their truck. He came inside and we went down into the basement with all the mess. He walked over to a big pipe running along the wall out the front of the house. He popped off a cap and proceeded to run this little snake into the pipe. Instantly, the waste and water started to flow!!!! This indicated to me that the pipe had simply been clogged. I asked him why they had not tried this first before they had decided that my whole system needed to be replace for thousands of dollars! The workmen filled in the hole in the sidewalk. They replaced the existing water pipi because they had destroyed the original in the course of the sewage trap work. However, they did not install the new pipe correctly. It is too short. It does not reach the sidewalk by about 8 inches. It was getting dark by now and the workers really wanted to go home. They told me the brick layer who would come the next day would know what to do with the water pipe. And so they left with a check from me for the balance of $700.

(the additional $500 still outstanding.) Next day the brick sidewalk man came out. He had no idea what to do with the short water pipe. He said they would need to come back the next week to fix it and he would then have to come back and finish the sidewalk. Argh! I did not want some one walking by to fall down because of this hole (it was a Saturday) and so I had him just brick over the water pipe hole. I really did not want anymore involvement with the plumber. Who was going to have to pay for the sidewalk again? And so, by Sunday night after thinking about all of this, I came to the conclusion that I had been very taken advantage of! I am a senior citizen, 65 yrs. An old lady, with two bad hips, living alone. They knew I was frantic about the sewage in my basement and they never tried to unplug the pipe, they went right into making a big job for themselves. I had used this company in the past in a previous house. I had dealt then with [redacted]. **., the father of the fellow I was dealing with now. I felt if I could explain this situation to him, we might arrive at some understanding. I felt bamboozled, raped! I wrote a letter explaining the situation to [redacted]. I told him I was cancelling payment on the last $700 check. I told him that I had reached the conclusion that his guys ought to have snaked my basement pipe first before they tore up the side walk and then demanded extra money, etc. I sent it via FED EX overnight, addressed to [redacted] at the company address. I got a call back from [redacted] telling me that his father was retired and had nothing to do with it and that he wanted his money. I insisted on speaking to his Dad. He should not have open the letter that was clearly not addressed to him. [redacted]'s name is indeed on the company letterhead. After about a week, I got a phone call from [redacted]. We went over the whole issue. He defended his son and all of his son's decisions despite some very illogical arguments on his part. I wanted to reach an agreement that the diagnosis had been too aggressive. that work was done that did not need to be done and I would have let them keep the original $800 to cover the labor of the employees. But [redacted] was very terse with me. He actually concluded the conversation by hanging up on me. His last words before he hung up were:" Keep the money! And so, I thought it was over. They had the original $800. I would worry about the water pipe myself. Instead, [redacted]. has been calling and showing up on my doorstep demanding payment. He is harassing me. Maybe I need a lawyer. First, though I called up a contractor who was recommended to me and ran this whole story by him. The contractor told me that any reputable plumber would have tried to unclog the main drain before he embarked upon the giant job of tearing up sidewalks and replacing traps. He told me I had "been had" and urged me to contact the Revdex.com. This is my grievance. I want this plumber to go away!Desired Settlement: Keep the original $800. Stop asking for more money. The job was contracted because the problem was misrepresented and exaggerated. If Best Choice does not agree to this, then I will have my attorney sue them for my original money back, the price for having to hire the sidewalk person myself, for the cleanup of the basement that lasted an additional four days because of their delay, and for legal fees.

Business

Response:

On 2/26 [redacted] went to [redacted] for a backed up drain. When he arrived he found the main drain to be clogged. He proceeded to go out to the curb trap to clean the drain. When he removed the cover he found the vent pipe had been shifted off of the curb trap. He explained that the trap would need replacement. [redacted] signed the contract and agreed to do the repair. ( A main drain will not work with a clogged and broken curb trap). Permits can be pulled immediately. We are required to wait 3 days to notify PA One Call System. We also are required to wait 3 days so the contract is valid without the need of a waiver. [redacted] mistakingly told [redacted] that we would repair the bricks.

When I was preparing the job to be started 3/1/13 I noticed this mistake. I immediately called [redacted] and apologized for the mistake. I offered her $100 off the job because of the inconvenience and recommended a brick layer to her. I also told her to review the Information Flyer that she signed stating that she would need to hire a contractor in this specialty and the cost is her responsibility. She accepted the $100 discount and hired the bricklayer I recommended.

On 3/1/13 I sent [redacted] and [redacted] to dig up and install the new curb trap. Once they excavated 3 ft deep they found a storm line buried under the ground within 6” of the sanitary line. They called me and I immediately called Irene.

After explaining to [redacted] that this trap should be done and that I would do it at cost because she had been a former customer, she told me that she did not have the money to do it. I did not want this to be a future problem for her so I offered to let her pay $100 a month for 5 months until it was paid off. She agreed to do that and thanked me. $500 did not even cover the material and additional labor for the 2nd trap. I have no incentive to do additional work and make less of a profit except to do a good job and prevent a future problem for a former customer. I gave [redacted] a list of the supplies used to prove to her it cost me to do the 2nd trap. She called in the next day to tell me the water box was too low. I called her several times to schedule my guys to come and raise it. She never returned my calls. She then called my office several days later and told the secretary that she did not want the water box raised. Best Choice stands behind our work. We will raise the water box to the correct height whenever [redacted] allows us to .

We feel that we have been very fair with [redacted] and expect to be paid for the work that she has agreed to.

If you have any questions, please call [redacted] at [redacted]

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

This plumbing company did not try to unclog my main drain. Did not even go into the basement. Just looked at the water from the steps. I did not even know there was a "cap" that could have been plunged/snaked.

The waste was flowing out of an old unused washing machine hook up about two feet from this cap. It wasn't until after all the sidewalk digging and exterior pipe replacement wasn't solving the problem, that someone thought to come inside and pop the cap and snake the inside pipe. This worked instantly. This is when it became apparent to me that they created a big job for themselves when they could have, for a minimal amount of money, cleared the line inside with this snake. (or at least made an attempt)

I did not ask them to come back and fix the water outlet on the sidewalk because I wanted no more to do with them and I knew I would have to pay for the sidewalk again because of his slippery treatment of renigging on his original agreement and -yes- forcing me to pay for it or he would not be coming out to do the job. When this plumber says I agreed to this or that, it was more like coercion. He is a bully.

One more thing: I did not mention this before because I did not wnat to cloud this specific issue. But you should know that some years ago, in my previous residence, I smelled gas in my basement. I called this plumber before calling the gas company. The smell was not overwhelming. They came out and looked around and said that I needed a new boiler. The one I had, which incidentally was working perfectly was an older model. They said, no doubt the leak was coming from there. So I let them put in a new boiler for a couple thousand dollars. A day or so after they were finished and paid, I realized I was still smelling gas. I called them, they came back and checked all their connections to this new boiler and said it was fine and they didn't smell anything. Later that week I did finally call the gas company. they discrovered 16 gas leaks coming from various connections in the gas pipes running along the rafters in the basement. 16 leaks! I called a plumber and it cost me just $300 to tighten up all those pipes. Now do your really believe that I need ed a new boiler? I don't. They created a big job for themseleves that did not solve my little problem! Why did I call this same company back after that earlier fiasco? My fault entirely. That was at least 8 years ago and I had forgotton. My grown up son reminded me about them after all this trouble began this time. In my original panic at watching sewage come up in the basement, I went to my address book and simply called the only name I had in there under "plumber". You must admit that Best Choice will always find the most extensive and expensive way to fix a problem. Most often, not fixing it at all! They have $800 from me. They deserve no more!

Regards,

Business

Response:

As previously stated we did not attempt to run a snake through the line because when we removed the vent cover we discovered the curb trap and vent pipe was shifted off & broken. We could not run a snake through a broken trap from outside or inside the basement. This drain had been backed up for almost a week collecting sewage, toilet paper, ect. After the broken trap was removed we needed to run the snake through the line to clear out the backed up sewage & toilet paper. This was not the original problem it was a result of the broken trap. Also, I told [redacted] that we would pay for the brick repair if she wanted the water box raised.This customer is grasping for reason not to pay for the work that was completed. As far as a job we had done over 8 years ago. This is the first time I’m hearing about 16 gas leaks. [redacted] has used our company several times throughout the past 8 years at several different properties. This has never been mentioned to me. I would think if someone supposedly ripped you off for thousands of dollars and left your house with 16 gas leaks leaking for several days you would remember not to call them.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: This plumber is telling lies. Bottom line is he sold me services that I am convinced, I did not need. Even his father, the semi retired, senior member of this business, in a phone conversation, told me to keep the remainder of the money! But [redacted]. harasses me with phone calls which I no longer answer, and even by coming to my house. He is a menacing bully. I am an old lady. My blood pressure goes way up when he is yelling at me. Friends have advised me to get a restraining order on him if he shows up here again. This dialogue is too upsetting to carry on. As I indicated before, he needs to drop this matter!

Regards,

Business

Response:

RESPONSE TO [redacted] COMPLAINT # [redacted]

Review: Back in 2012, I had a major plumbing job done that cost just about $4-$5,000. Most of the front side walk had to be dug up and a pipe underneath the ground had to be replace in addtion to debris and sewage waste having to be removed. Recently, I've been experiencing some similar issues I was experiencing before such as slow draining and back ups. I called a plumber to check it out. The plumber stated there is Debris and other material down in the drain. The plumber suggested I call the plumberas who previously did the work becasue since drain wasnt covered was the main issue is why the drain is clogged again. I called Best Choice Plumbing, notified them of the problem. One of there plumbers came out and looked at the drain and said he will fix it when he comes back. that plumber did not return. I called back to the office the very next morning and spoke with Dana. Dana stated they will not be clearing the drain because they have pictures the drain was covered when the job was completed. I explained to Dana that the drain may have been covered when the job was initially completed but becasue the PVC pipe that her plumbers put in was actually taller than the concrete itself, was the reason the cover came off. The PVC pipe that Best Choice Plumbing put in is above the actual pavement so if there was a cover it was no way for it to be secured because there is nothing to attach it to. The pavement is at least three inches lower than the PVC pipe.Desired Settlement: I would like for Best Choice Plumbers to come back and complete this job properly. I would like for the PVC pipe to be cut down so it is not sticking out above the level of the pavement, then I would like for the drain to be cleared of any and all debris and I would a cover to be placed over the PVC drain pipe and atached properly and securely.

Business

Response:

When we originally did the work here we have pictures of the drain cover being back on when we left. She is having a back up 2 years later and calls another company not us to clear the drain and THEY tell her the pipe is too high. If the pipe was too high or didn't have a lid that would have been visible 2 years ago but we were never notified that this was a problem. I explained this to her and told her that we can not be responsible for vent covers coming off 2 years later but as a courtesy we would come and put a new 1 on but as for clearing a drain there would be a charge. We cannot come & clear a drain 2 years later or anytime for free just because years ago you had work done. Backups could have come from anything. People flushing the wrong things or any other reason. She did not like that. As a result we ended up going out there and fixing her issue as to the pipe being too high and put new drain cover on and CLEARED HER DRAIN AS WELL. I followed up with customer after work was done and she was happy. Please let me know if this complaint can be resolved and not publicly displayed. Thanks so much.

Review: Set up appointment to fix knobs in tub, 2 shutoff valves in bathroom, small pipe leak in gas house heater, install utility sink. Rep came out and quoted $975. Explained that was too much, also advertisement in paper offered 10% off. Rep came back with $900 (False Advertising). I showed the plumber what I needed done and that I wanted everything done today.

The plumber gave 4 hours of labor, but did not fix the knobs in tub. When I asked why, he stated the $900 did not include fixing the knobs. Clearing he thought I was a fool. I know that for all the work, his price was highly inflated.

$900/4hours of labor = $225 an hour. I don't know of any plumber that makes $225 an hour.Desired Settlement: I request a refund of $300. The amount necessary to fix the knobs in the bath tub.

Business

Response:

Please see attached contract signed by the customer which states in detail the repairs included and the prices quoted.Repair of the tub faucet was not agreed on or included.Please note the original price quoted was $1075.00 and discount was $175.00 ( 16% discount ) This customer also delivered a DVD to our office threatening to slander our company on social media and TV news if his demands were not met. Do you have any recommendation on what recourse we have if this is done?We will email a copy of the DVD if you would like.We charge by the job as stated in the contract not by the hour. However, there also were materials purchased and the overhead of our trucks, office staff, insurances, ect. that the customer forgot to factor into HIS plumber hourly rate that he came up with.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: When I originally contacted the office I asked for an estimate for all plumbing repairs. I was told that a plumber would be coming out on December 5, 2014 to give me a quote on all plumbing repairs. When Anthony G. arrived, I show him everything I wanted repaired. We agreed on a price of $900.00.I went to run some errands and received a call from the office stating Anthony was finished. Upon arriving I checked his work only to discover that the bathtub faucets were not fixed. I complained that all repairs were not finished. Mr. Anthony stated that the bathtub faucets were not included in the price (information he neglected to tell me before he started the repairs).I then asked Mr. Anthony for an itemized bill and he wrote up a sales agreement which you have on file. Clearly you can see that the breakdown is written to fit the work he did which is extremely inflated. I do not know of any plumbing companies out there making $225 per hour for simple repairs.As far as the DVD, the company is claiming that I am slandering them. It is not true. I am just expressing my bad experience with Best Choice Plumbing, because I feel I was misled, ripped off, and over charged. I tried on more than several occasions to contact them to resolve this issue, and no one from their office has contacted me yet.

Regards,

Review: On 9/29/14, I had Best Choice come out to install a hot water heater. There were two technicians and one of them broke my basement door window and did not notify me immediately. I found out about the damage soon after they left. Best Choice sent the technician back to my home where he explained that his partner broke the window. He said that they placed the broken window frame in their truck to get it replaced. The technician initially offered me a $25 refund to replace the window myself however I was not comfortable with that amount. The technician informed me that he will have the new window to me by the next day. Two days had passed and I had to contact Best Choice to inquire as to why the technician had not come back to replace the window nor notify me of the reason for the delay. The female employee informed me that she was under the impression that the technician had already replaced the window. I requested to speak to the manager however I was told the manager was not in but would call me back the next day. I never received a call back from the manager or anyone who identified their self as the manager. Since this incident occurred, Best Choice has not honored the time frames they have given me in order to have this issue resolved. One minute I'm being told the technician is on his way or he will be there the next day or he is too busy and needs to reschedule.... On 10/9/14, Best Choice came by my home and dropped off the replacement window they ordered. When I arrived home, I attempted to install the window but it would not fit. I found that the replacement window frame is too thick for my door frame slot. I notified Best Choice of this issue immediately and was told by the female employee that the technician would come back to my home the following day (10/10/14) to take the window back to the vendor. The technician never showed up, never called, Best Choice has not reached out to me and I never received a call back from management. I sent Best Choice an email on 10/14/15 regarding this issue and they still have not responded.

Additionally the technician took my original window frame and did not return it which is prohibiting me getting an estimate on the replacement cost.Desired Settlement: I want Best Choice to replace my window with an appropriate match that will fit into my existing door without further delay. My original frame was silver metal however the replacement frame they left at my home was white. The replacement should be a silver metal frame, glass with the matching frame thickness of the original frame.

Business

Response:

We have been in contact with the customer. Yes, the window was broke. It was an accident and we took the window and replaced it unfortuanatly the window place did not match it up correctly and we did not know that. We now have the window again and are working on getting this taken care of. We have been in contact with the customer and she is aware of what is going on.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

My complaint has not been resolved.

Best Choice Plumbing and Heating has been getting away with shotty service for many years, They should not be at an A standing with the Revdex.com. I know of several incidents of negative service and I agree that they create a bigger job than necessary, They stated on a better business complaint that they do not put a snake down a broken drain. They put a snake down a drain in the 2200 Park Avenue broke it off and left it in the drain and left the property, A class action suit should be lodged against them for the criminal way they swindle the public and get away with it. Consumers beware for your own good. CW