Empire Plumbing of VA

Review: Empire Plumbing was dispatched by my home warranty company ([redacted]) to clear a stoppage in my main bathroom. The toilet and bathtub was stopped up. So far they have come out on 5 different occasions to try and fix the problem. On the first visit (March 5, 2015) they told me that they tried to unclog the drain and where unable to do so because a clean out was needed to fix the problem. On March 12, 2015 they installed a clean out in the back yard near the septic tank; however the stoppage was not cleared. Also on that day [redacted] brought 40' of pipe with the intention of replacing some of the pipes, however he decided to take another course of action and in the process of trying to take a "short cut" (his words) to unclog the line he caused sewage and waste to come up from the working toilet in the master bathroom into the master bathroom, master bedroom and the crawl space under the home. We have been displaced from the home ever since and have been living in various hotels since March 12, 2015 because of the damages from the sewage when it entered the home.

Empire Plumbing's attempts to correct the issue have been a disaster. [redacted]'s last visit was on March 20, 2015 and he claims that the stoppage issue was resolved. We are not currently in the home but have been back and forth to the house to check on it and to let the adjusters view the damages. Even though the toilets appear to be working and the bathtub is draining there is a strange noise in the pipes and the sound of water running in the crawl space when they are in use that we did not have before. The only paperwork that I have received from Empire Plumbing to date is for the initial service call of March 5, 2015 with the diagnosis of a main drain stoppage. This company has refused to provide the service tickets detailing the work that they performed on the following dates: 3/12, 3/14, 3/17 and 3/20/2015; they have not provided any paperwork for the clean out installation & warranty.Desired Settlement: To have the damages in my home repaired so that we can move back home. To receive the proper documentation of the service work performed on 3/12, 3/14, 3/17 and 3/20/2015, to receive the paperwork and warranty for clean out installed on 3/12/15 and the assurance that the stoppage issue is fully resolved and clean out installation is up to code.

Business

Response:

[redacted] 03/04/2015 -Received dispatch from [redacted] and contacted customer to set up appointment. Customer informed dispatcher that 2 previous companies had been dispatched to try to remove stoppage. Appointment set for 03/05/2015 12 pm- 4 pm. 03/05/2015 -[redacted], Senior Service Technician, was sent out. He arrived at the customers home to remove a stoppage. One toilet and tub not draining. [redacted] ran the snake through the toilet to remove stoppage. This was unsuccessful. Customer did not have a clean out on the outside of the home. [redacted] advised that they would need a clean out for us to continue to try to remove the stoppage. [redacted] quoted the customer a price of $750.00 to do the job. Customer called the office immediately to make payment and schedule for the installation of a clean out. Customer was charged $600.00 for clean out. Appointment was set for 03112/2015. 03/12/2015 -[redacted] went out with a helper and installed the new clean out on the outside of the home. [redacted] checked both bathrooms, one was fully functional the other had a stoppage. [redacted] used a jetter type system to try to clear the stoppage. The stoppage moved slightly but in doing so caused sewage to back up in the functioning toilet and into the bathroom and adjacent bedroom. [redacted] immediately (2 :28 pm) called the office and advised me to call the insurance company, [redacted] and to get the residents of the home a hotel room. At 2:38 pm, I called [redacted] to let them know that we needed them at the property ASAP for clean up. At 2:45 pm, I called the insurance agent to place the claim and give them all of the pertinent information. At 3: 18 pm, hotel rooms were booked at the [redacted] in Richmond, VA for 4 adults. I booked 2 rooms with 4 beds to accommodate the 4 adults living in the home. That evening we received numerous calls from the residents of the home asking for an additional hotel room. I explained to the residents that I had provided 2 rooms with 4 beds for 4 adults and that was sufficient. These calls continued until late in the evening. 03/13/2015 -Received a call from the residents asking for another nights stay in the hotel. We authorized the hotel to charge us again for the 2 rooms to accommodate the 4 adults. Advised the homeowner of the claim number for the insurance claim. After looking at our bank account I realized that I had in fact been charged for 3 rooms for 2 nights. I immediately called the hotel and spoke with the manager, [redacted]. He advised me that residents of the home had asked for the additional room and that we were supposed to pay for it. I advised the manager that we had NOT authorized the 3rd room for either of the nights. He said that he would credit my credit card. 03/14/2015 -[redacted] went back out to the home to try to clear the stoppage. Again, he found the home had one toilet functioning and one that had a stoppage. He was unable to clear the stoppage. He advised the customer that a recall ticket would be needed because we would need to replace a section of the sewer line under the house. Residents of the home called several times again wanting us to pay for the hotel room and we advised them that it was in the hands of the insurance company now and everything pertaining to the claim must go through them. 03/16/2015 -Received the "recall" ticket from [redacted]. Contacted the customer and scheduled the appointment for March 17, 2015. [redacted] called and left a message for me @ 11 :48 am. I was out of the office due to illness/doctors appointments. 03/17/2015 -[redacted] called again-very irate. She stated that our company was negligent and dragging our feet. She wanted reimbursement for the hotel rooms. I advised her that she needed to speak with the insurance company regarding that because the hotel rooms were now part of the insurance claim. She stated that the situation was very stressful on her mother, Doris Lightfoot and that if she dies it will be on our heads. [redacted] went out to replace approximately 15' sewer line. One bathroom was functional and one still had a stoppage. [redacted] was able to remove the stoppage. In doing so, [redacted] pulled back a stack of packed paper towels. When he left both bathrooms were clear and flowing. 03/19/2015 -Customers called again, saying that they had another stoppage. When [redacted] arrived to the home, he found one bathroom flowing slowly and one with no stoppages. [redacted] cleared the stoppage again pulling back a stack of packed paper towels. 03/20/2015 -Received a certified letter from the insurance company, explaining the policy, their investigation and conclusion of the claim. They were offering the homeowner a settlement. 03/24/2015 -Received an email from Mrs. [redacted] stating that she wanted all paperwork, service requests, invoices, etc including costs of materials, labor etc. 03/26/2015 -I replied to Mrs. [redacted] letting her know that I was out of the office but would reply to her request as soon as I return. Again, I was out due to illness/doctors appointments. 04/01 /2015 -Received another email from Mrs. [redacted] requesting the paperwork again but this time giving me until 04/03/2015 to reply. 04/03/2015 -Replied to Mrs. [redacted] email . I have attached a copy of everything that was sent to her. I do feel bad that this happened to the family, however, things happen. It was nothing that was intentionally done and we moved on it promptly. There were other phone calls from the residents and from Mrs. [redacted]' brother that are not documented because I was driving at the time and unable to document it. On two occasions, I received a phone call from one of the men that live in the home and when they became irate and cursed at me. I told them that I would not tolerate being talked to in that manner and hung up the phone.

Consumer

Response:

I have not receive an offer from Empire Plumbing in reference to complaint ID [redacted] to resolve my complaint. To date the stoppage issue has not been resolved. The main toilet and bath tub that they serviced on 5 different occassions is still clogged The family has been living in a hotel since March 12th when they backed sewage into the home. We have only been to the home occassionally to pick up our mail, to check on the property and to check the clogged toilet and tub which is still not functioning. We have not used the toilet and have not placed any paper towels in the toilet. During the entire time that we have been displaced, the company only paid for two rooms for two nights and left us stranded with no where to stay knowing that their insurance company was not going to immediately step in to assist us. We only had two rooms at the hotel. There were no other rooms used or charged by us as they indicated in their response to you. They authorized two rooms and we stayed in two rooms. You can verify this information with the [redacted]. On Saturday, March 14, at 3:10 p.m. [redacted] text me the insurance company name and claim number after I asked him for this information. It was not given to us previously and he did not provide me with the phone number to call them. I received the text after he left the home for the second time that day because I had called him to come back because the toilet and tub were still not functioning properly. I contacted [redacted] on March 16th and was told that the status was that it was currently under investigation. There was no claim assigned yet because they had not received a statement from Empire Plumbing to determine liability and could not assist us with our hotel bills. [redacted] did not initiate the claim process until March 20th when they finally determined that Empire Plumbing was liable for the damages. I have not settled any claim with them because my homeowners insurance is paying for our hotel accommondations - 3 rooms per night for three adults because they each had separate bedrooms in the home and has determined that the damages to the home total $7,797.17. My homeowners is paying the claim and will be seeking reimbursement from their insurance company - [redacted] for reimbursement. In the meantime, the stoppage has not been cleared and the contractor can not begin the repairs to the home until this is completed. During my interaction with this company, Empire Plumbing has told me several lies, has very poor customer service, have made false claims and allegations and have been very cavalier and unconcerned about this whole situation that was a result of their actions not ours.

Regards,

Review: This company was sent out to my home to fix a leaky shower head and a running toliet. I use my home warranty [redacted]. They came to my home on 28 September 2015 to fix the plumming issues. They fixed the toliet and replaced a part that was causing the shower to leak. They were coming back o replace the shower drain. The service technician gave me the paperwork with detail instructions. On 29 september, I went to take a shower and 30mins laer when down stair and my family ceiling was leaking water. The family room was flooded. My ceiling had extensive damaged that caused my ceiling fan and light fixtures to stop working. A leaky shower head in 24hrs turned into a extensive damage to my home. I contact the company the morning of 29th September 2015, they informed me that they would send a technician out and assess the damages and finish the work. Then they called me back and said we will send someone out tommorrow 30 september between 10-2pm to assess the damages, however the serivce technician that did the call said he told you not to use the shower. I told empire pluming that the service did not tell me no such thing and it is not written on his service report. This company lie and cause my home damage. I have contacted the warranty company and my insurance to deal with this issue. I was treated unfairly and lie on my this company. Empire plumbing have very horrible work ethics and is very dishonest.Desired Settlement: This company caused damages to my home my carpet is messed up because of flooring and my ceiling fan is damaged. The cost to repair my ceiling.

This company is very frustrating. I have been dealing with a issue for 2 weeks now and they were supposed to follow up with my company and they have yet to do so. The excuse was, the person is behind on their paperwork which is unacceptable to me when dealing with plumbing issues, if something minor turns into something because of their procrastination I'm sure they are not willing to pay for anything. They also was untruthful when I spoke with them about following up with the warranty company.