Gateway Laundry and Days Ease Diaper Service

[redacted] On our invoices it clearly states we offer a day warranty on serviceMs [redacted] received one and could have called us regarding the tub not working at any time during the daysWe would have gladly gone back out to look at the tub again if it was backing upShe previously mentioned she didn't use that restroom for a while after the tech went out but this is the first we've heard of her tub backing upThe only complaint we've been notified of is the alleged damage to the floorOur tech cleared the drain and tested it afterwards and stated that it was draining properlySometimes drains could be backed up further down the line and back up againThis would require more intensive measures which is why we offer the warranty on service provided just in case of situations like the drain backing up againAs far as the sink pipe, we were initially called out to inspect all the drains (kitchen, bathroom sinks, and a clogged shower.) When our tech looked at the sink which, was an accordion drain, he wasn't able to remove all the hair and when he removed the flexible Ptrap, it brokeHe replaced it with an extension piece and T A coupling (it connects two pipes together) at no chargeFor her to say she didn't know anything about the sink drain is confusing to us because like I previously mentioned, she called us out to service "ALL drains"In regards to her complaint about a supervisor calling her a name I'm so sorry to hear thatOur supervisors and owners would never say such things to a customer but we take Ms [redacted] complaint very seriously, investigated the issue and figured out which employee she spoke toThe person she spoke to has been spoken to and reprimanded regarding thatWe strive to give the best customer service and I would like to sincerely apologize for any rude names that may have been saidWe stand by our equipment used for the job and it not being able to damage her floors the way we saw and documented when the supervisor went out to her homeAttached I've included the original ticket written up when she called stating she wanted "All drains checked", I've also included the yelp messages she has written to us after the Revdex.com has been brought in to mediate the issueWe would like to bring this issue to a close and hopefully Ms [redacted] will be satisfied with the resolution as wellPlease let us know if you need any other information regarding the complaint, we are very happy to help resolve this Big Mike’s Rooter and Plumbing Inc [redacted]

I am rejecting this response because: The clutter in my house is not relevant to the issue at hand because it was not in the bathroom and the bathroom floor was not damaged prior to their visitAlso, they did not do the job they were paid to doAfter the supervisor's visit, I finished cleaning the bathroom and, with the advice of an expert in vinyl floors, took some temporary precautions to keep from having water leak under the floor when using the bathroom, I was finally able to use the showerTwo showers later, the drain was running slow againBy the third shower, the water backs up in the shower pain instead of draining, so I'm back to using my other bathroomRegardless of anything else, if the shower drain had been fully and properly cleared, it would not have started backing up again already.Also, the plumber did not mention to me at any time that there was a leak in the sink pipeHe said to me that he broke it, though he did not say how, and that he would fix it for free, which was only right because he broke it

*** *** Revdex.com *** ** *** *** *** ** *** Hello ***, This is in regards to *** *** of *** *** * *** *** *** ** *** on the date of November 17, Big Mike’s Rooter and Plumbing was contacted by Ms*** regarding a bathtub stoppageBig Mike’s
went out to the property and assessed the problemBig Mike’s used equipment to clear the line and found a lot of hair built up in the drainAt this time the customer *** notified the technician *** that the bathroom sink was also draining slowly, the tech *** used a tool to pull out more hair and clear the drop in the lineThe technician noticed a leak under the sink and the tech repaired it free of chargeOur tech *** cleaned up his equipment and area, received payment for the tub and left the residenceOn December 4th 2017, Ms*** contacted Big Mike’s Rooter and Plumbing stating that we had left the bathroom dirty and damaged the bathroom floorShe mentioned that this was the first time she’s been back into the restroom since November 17thAt this point, our supervisor went out to inspect the complaint and took pictures of said mess and damage to floorBoth the technician *** and the supervisor observed piles of boxes, paper, and clothing throughout the houseIt was cluttered and appeared to have been there for a long timeWe found a smudge on the interior wall of the shower, dust collected on the floor, and what appeared to be razor blade like inch cuts into her vinyl flooringThe supervisor took the pictures back to the shop and spoke with the owners and technician and determined that we were not at fault given the equipment used could not have created that damageOur tub line/ roto rooter that was used has a rounded rubber bottom that is made specifically not to scratch floorsWe contacted Ms*** December 6th and let her know we are not liable for the cuts she found on her flooringAt this point, Ms*** got very upset and continued to threaten and yell about how she was going to “call everyday of her life” and do whatever she could do to advertise that our company is not professionalWe here at Big Mike’s Rooter and Plumbing always try to keep a good relationship with our customers throughout the last years, but unfortunately that is not always possibleWe did take care of Ms*** plumbing issues and we empathize with her regarding her bathroom but as we did not create the damage, we are not responsibleBig Mike’s Rooter and Plumbing Inc***

Initial Business Response /* (1000, 9, 2015/12/29) */
RE: Case #XXXXXXXX
On July 28th at 7:pm Jose Flores from Big Mike's Plumbing was called out on a flood after hoursUpon arrival found water from the *** & *** bathroom soaked down the hallway into the bedroom, there was an odor coming
from the carpet but was not sure if it was fresh water or sewer water*** told the customer he would be back in the morning with leak detection and camera locator
On July 29th I returned and ran leak detection on water main it was fine, at this point I pulled a toilet in the *** & *** bathroom and ran camera locator to find a broken sewer line in the back bedroomI marked the spot and told the customer I was going to have my supervisor come back in the morning to double check my work*** *** gave me cash for the camera work totaling $Customer was going to call their insurance company
On July 30th Jose Flores and his supervisor *** *** came back out for a walk through and the insurance adjuster and Clear Coast Restoration was on siteWe walk them through the job site and explained the job at this point the insurance approved the work to the owner and *** *** approved the work to be completed by Big Mike's PlumbingHowever, we had to wait until Clear Coast Restoration finished all their work
On July 31st a contract was written up and a verbal was giving to complete the work
On August 6th Clear Coast Restoration contracted us for Invoice #XXXXX as attached
On August 12th Big *** Plumbing went out to complete the work with techniciansJob was finished on August 13th and a payment in the form of a check for $2,was paid by *** ***
On October 2nd, the work for *** *** was finished up and she paid in cashNow per the invoice there was a lot of work done which added up to $1,1) Angle stops 2) Reinstalled shower valve 3) Reinstalled tub valve and spout 4) Waste & Overflow (ABS) 5) Gas flex line on hot water heater 6) Gas shut off valve 7) Two 3/ supply lines for water heater 8) 3" single wall vent water heater 9) Strapped W copper pipes
Labor $x $1,Parts $Total $1,
I'm very-very sorry for the inconvenience for *** *** and this nightmareClear Coast Restoration had this poor husband and wife in a motel room for months or betterClear Coast Restoration contracted us for lots of their work which they have never paid for but never the less the confusion came because *** *** had written waste and overflow twiceOn this breakdown on Invoice XXXXX shows that $dollars would make the job $1,The $dollars for the waste and overflow was billed on Invoice # XXXXX as attached
Our greatest apologies to *** and her family but all of our work was done correctly and in a timely manner always working behind Clear Coast Restoration which was called out by the Insurance Company
*** E *** XXX-XXX-XX:XX Owner, Big Mike's Rooter & Plumbing
Initial Consumer Rebuttal /* (3000, 11, 2016/01/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response is filled with a lot of misinformation and accusations!!
The main purpose of my complaint was due to the fact that I paid $to have a service completed, a fact which the company openly acknowledged in their response!! That payment was made in full!!
I've contacted them on separate occassions to inform them that the drain isn't functioning at all!! It is not catching water the way it is supposed to!! Each time I spoke with a representative from their company, I was told someone would either be in contact to schedule a time to come out to the property and fix the drain and that hasn't happened!! On the 5th attempt, I spoke to someone who claimed to be a manager for the company! He told me he would contact me the following day to make arrangements, and I haven't heard from him since!!
I have a valid warranty and receipt issued by the contractor, so what is the purpose of providing the customer with that if your company does not intend on honoring it!! I paid the money for a service I am not receiving and they have not made any attempt to rectify the issue!!
I would like my money returned, since the service was not completed properly, and they have no intention of honoring the receipt!
This complaint has nothing to do with the construction completed by Clear Coast, or the side deals their plumber negotiated with the construction company to double charge for a single job he performed on their behalf! I am strictly referring to the waste and overflow that was installed, but does not!! I want my money returned and plan to have no further dealing with this company!
Final Consumer Response /* (4200, 15, 2016/01/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have already gone out of my way on multiple occasions to schedule repair services, only
To have the company not show or return my phone calls!
I explained this to the manager on my 5th attempt to reach a resolution, where I stated I had no problem paying for the parts installed, but I would like the remainder of my money returned in a refund! I should not be FORCED to patron a company who had exhibited unethical business practices on several occasions! I am not happy with the quality of their work and would like my funds returned!
Final Business Response /* (4000, 17, 2016/01/29) */
As stated priorThe working parts where installed correctly at the timeThe parts where brand new and the work was authorized and completed satisfactory as indicated by the customer signing the invoiceWe are willing to honor the warranty if there where problems after the work was completedHowever, the customer needs to call in a schedule an appointment with the supervisor as she is apparently having issues with the technician assigned to her jobWe will not refund any moneyHowever will we honor her warranty should she wish to have the work inspected and correct any problems that may be present

Initial Business Response /* (1000, 10, 2015/12/23) */
We have settled the matter directly with the customer *** ***We have apologized for the misunderstanding and inconvenience to the customerWe have settled with the customer and made the refund as agreed uponThank you very much
for your help in the matter Revdex.com
Sincerely,
*** E ***, Owner
Initial Consumer Rebuttal /* (2000, 12, 2015/12/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)

I am rejecting this response because:
The clutter in my house is not relevant to the issue at hand because it was not in the bathroom and the bathroom floor was not damaged prior to their visit. Also, they did not do the job they were paid to do. After the supervisor's visit, I finished cleaning the bathroom and, with the advice of an expert in vinyl floors, took some temporary precautions to keep from having water leak under the floor when using the bathroom, I was finally able to use the shower. Two showers later, the drain was running slow again. By the third shower, the water backs up in the shower pain instead of draining, so I'm back to using my other bathroom. Regardless of anything else, if the shower drain had been fully and properly cleared, it would not have started backing up again already.Also, the plumber did not mention to me at any time that there was a leak in the sink pipe. He said to me that he broke it, though he did not say how, and that he would fix it for free, which was only right because he broke it.

[redacted]  On our invoices it clearly states we offer a 30 day warranty on service. Ms. [redacted] received one and could have called us regarding the tub not working at any time during the 30 days. We would have gladly gone back out to look at the tub again if it was backing up. She previously mentioned she didn't use that restroom for a while after the tech went out but this is the first we've heard of her tub backing up. The only complaint we've been notified of is the alleged damage to the floor. Our tech cleared the drain and tested it afterwards and stated that it was draining properly. Sometimes drains could be backed up further down the line and back up again. This would require more intensive measures which is why we offer the warranty on service provided just in case of situations like the drain backing up again. As far as the sink pipe, we were initially called out to inspect all the drains (kitchen, 2 bathroom sinks, and a clogged shower.) When our tech looked at the sink which, was an accordion drain, he wasn't able to remove all the hair and when he removed the flexible Ptrap, it broke. He replaced it with an extension piece and T A coupling (it connects two pipes together) at no charge. For her to say she didn't know anything about the sink drain is confusing to us because like I previously mentioned, she called us out to service "ALL drains". In regards to her complaint about a supervisor calling her a name I'm so sorry to hear that. Our supervisors and owners would never say such things to a customer but we take Ms. [redacted] complaint very seriously, investigated the issue and figured out which employee she spoke to. The person she spoke to has been spoken to and reprimanded regarding that. We strive to give the best customer service and I would like to sincerely apologize for any rude names that may have been said. We stand by our equipment used for the job and it not being able to damage her floors the way we saw and documented when the supervisor went out to her home. Attached I've included the original ticket written up when she called stating she wanted "All drains checked", I've also included the yelp messages she has written to us after the Revdex.com has been brought in to mediate the issue. We would like to bring this issue to a close and hopefully Ms. [redacted] will be satisfied with the resolution as well. Please let us know if you need any other information regarding the complaint, we are very happy to help resolve this.   Big Mike’s Rooter and Plumbing Inc. [redacted]