On 6/2/2014, we received a phone call from Mr*** requesting that we service his backed up main sewer line During the initial phone conversation, Mr*** mentioned to my dispatcher that he was unhappy with his last plumber because they were "unethical" We scheduled the call and sent
a technician to provide our services Mr*** was not at home and had his wife meet my technician Mrs*** did not know if/where the mainline cleanout was and assisted in looking for it with my technician During the search for the cleanout, they came across a snake in the bushes and decided not to continue the search My technician said that we could pull the toilet and access the mainline from there We had to run the mainline cable multiple times to clear the lines and pulled out roots from the line which we showed to Mrs*** We told her that we do not warranty root bound drain lines since it is a pre-existing condition and that if it backed up again we would recommend a sewer camera to visually inspect the lines to see the extent of the root problem and where the root intrusion is occurring Mrs*** declined to have us inspect the line, so we wrote an invoice and collected a check
On 6/at 1:PM, we received a phone call from Mr*** demanding that we return to his house right away because his mainline was backed up again My dispatcher told Mr*** that all of our technicians were on calls at that time but we would send someone out as soon as we had a technician clear Mr*** did not want to wait and insisted that we remove a plumber from a job he was already working on to take care of his needs We told him that we could not pull a plumber from a job, but that we would get out there as soon as possible We also re-iterated to Mr*** that we did not warranty the line due to the pre-existing root condition Mr*** became extremely irate on the phone with my dispatcher As the owner, *** ***, I gave Mr*** a call to explain the situation at 1:PM I told Mr*** that as soon as any of my technicians became available I would send him the first available and that was the best we could do I also told him that we would charge him again for returning due to the line having a pre-existing root condition He told me that he was unaware that they had roots in their drains I explained to him that we showed his wife on the first visit, how we explained that we could not warranty the drain for future back-ups and that the drains would keep backing up until the roots were removed and the pipe inspected I let him know that the line needed to be inspected with a sewer camera to figure out the source of the problem That just snaking the line would only provide a band-aid for a bigger problem Mr*** decided to hang up on me stating that I was playing "word games" and we were being unethical We attempted to call him back but he refused to answer our calls We then proceeded to call the house phone number where we talked to Mrs*** She mentioned that they were aware of a pre-existing root problem but that we had made the problem worse by clearing the drains days prior I explained that all we did was remove roots from the drain and that we did not put anything into the line She said that she needed to talk to her husband to see if they wanted us to come back out At 2:PM, *** *** talked to Mr*** and offered to inspect the sewer line with the sewer camera for free so we could show him what is going on with his drains We called the ***'s at 2:PM when our next technician became available and were told by Mrs*** that they did not want us to come back out to our property
A couple days later, we attempted to deposit the check we received for the initial service and the check came back cancelled We paid the cancellation fee and decided not to pursue any collection since the customer was ultimately unhappy with the service We attempted to work with the customer; however, we were unable to meet their demands It's unfortunate that they had to experience such an inconvenience but we provided our recommendations and the customer chose not to act accordingly We are unable to force a customer to follow our recommendations and feel that we provided our service as best as possible Had the line been inspected with a sewer camera during our first visit, we would have been able to show the homeowners, the condition of the piping and provide an estimate to repair before such a catastrophic event occurred The customer has now wrote a very demeaning and inappropriate Yelp response as well as filing a complaint with the Revdex.com We have responded to both with our accounts of the situation
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Here is the very simple answerOn this plumbers OWN invoice it said, I quote( IF THE PROBLEM CONTINUES )From all the attorney's I have spoken with, TWO day's is not continuesWhen I called the plumber back and spoke with the owner he STATED that he had been to my HOUSE a MONTH AGO and coming back would be a CHARGEABLE offnceWas he so blind to not know that his person had been there (TWO) day's before the SEWAGE SPILL His person has made our LIVE'S a LIVING HELLWe ahve been a hotel going on ( ) week'sAre home is STILL not fixedThis person should have his STATE'S plumber's LICpulledSmooth talking will NOT fix what his person and his company have done
Regards,
*** ***
My records which are all kept electronically state that we were first at Mr [redacted]'s residence on Monday 6/02/2014. My records also show that we received the second call two days later on the afternoon of Wednesday 6/4/2014. The time period between the first service call and the second phone call for an additional service do not change the fact that we cannot warranty a main sewer line with an existing root condition. The line had roots in it before we arrived at the property which is why the main sewer line was backed up and our services were requested by Mr. [redacted]. On Monday 6/2/2014, we cleared the main sewer drain, tested the mainline to Mrs. [redacted]'s satisfaction which resulted in a satisfactory completion and payment by the owner for our service. If the drains had been cleared incorrectly, the drains would have not flowed properly during testing and we would have never received the initial payment. We also showed Mrs. [redacted] the roots that we pulled from the line and stated that we recommend a sewer camera inspection to locate the source of the root intrusion into the sewer line. We also stated that we cannot warranty a drain line that has an existing root condition. The reason we cannot warranty a root bound line is the roots have already entered the piping and have compromised the system. It's an unfortunate situation; however we did not introduce the roots into the drain system. We were able to pull enough of the roots back while snaking the line to clear the drains when tested. Mr. [redacted] was not present at the residence during the time of our service.
November 21, 2014
The workmen did an excellent job with attention to detail. Mr. Padilla assisted in my service questions during the job. Would recommend.
On 6/2/2014, we received a phone call from Mr*** requesting that we service his backed up main sewer line During the initial phone conversation, Mr*** mentioned to my dispatcher that he was unhappy with his last plumber because they were "unethical" We scheduled the call and sent
a technician to provide our services Mr*** was not at home and had his wife meet my technician Mrs*** did not know if/where the mainline cleanout was and assisted in looking for it with my technician During the search for the cleanout, they came across a snake in the bushes and decided not to continue the search My technician said that we could pull the toilet and access the mainline from there We had to run the mainline cable multiple times to clear the lines and pulled out roots from the line which we showed to Mrs*** We told her that we do not warranty root bound drain lines since it is a pre-existing condition and that if it backed up again we would recommend a sewer camera to visually inspect the lines to see the extent of the root problem and where the root intrusion is occurring Mrs*** declined to have us inspect the line, so we wrote an invoice and collected a check
On 6/at 1:PM, we received a phone call from Mr*** demanding that we return to his house right away because his mainline was backed up again My dispatcher told Mr*** that all of our technicians were on calls at that time but we would send someone out as soon as we had a technician clear Mr*** did not want to wait and insisted that we remove a plumber from a job he was already working on to take care of his needs We told him that we could not pull a plumber from a job, but that we would get out there as soon as possible We also re-iterated to Mr*** that we did not warranty the line due to the pre-existing root condition Mr*** became extremely irate on the phone with my dispatcher As the owner, *** ***, I gave Mr*** a call to explain the situation at 1:PM I told Mr*** that as soon as any of my technicians became available I would send him the first available and that was the best we could do I also told him that we would charge him again for returning due to the line having a pre-existing root condition He told me that he was unaware that they had roots in their drains I explained to him that we showed his wife on the first visit, how we explained that we could not warranty the drain for future back-ups and that the drains would keep backing up until the roots were removed and the pipe inspected I let him know that the line needed to be inspected with a sewer camera to figure out the source of the problem That just snaking the line would only provide a band-aid for a bigger problem Mr*** decided to hang up on me stating that I was playing "word games" and we were being unethical We attempted to call him back but he refused to answer our calls We then proceeded to call the house phone number where we talked to Mrs*** She mentioned that they were aware of a pre-existing root problem but that we had made the problem worse by clearing the drains days prior I explained that all we did was remove roots from the drain and that we did not put anything into the line She said that she needed to talk to her husband to see if they wanted us to come back out At 2:PM, *** *** talked to Mr*** and offered to inspect the sewer line with the sewer camera for free so we could show him what is going on with his drains We called the ***'s at 2:PM when our next technician became available and were told by Mrs*** that they did not want us to come back out to our property
A couple days later, we attempted to deposit the check we received for the initial service and the check came back cancelled We paid the cancellation fee and decided not to pursue any collection since the customer was ultimately unhappy with the service We attempted to work with the customer; however, we were unable to meet their demands It's unfortunate that they had to experience such an inconvenience but we provided our recommendations and the customer chose not to act accordingly We are unable to force a customer to follow our recommendations and feel that we provided our service as best as possible Had the line been inspected with a sewer camera during our first visit, we would have been able to show the homeowners, the condition of the piping and provide an estimate to repair before such a catastrophic event occurred The customer has now wrote a very demeaning and inappropriate Yelp response as well as filing a complaint with the Revdex.com We have responded to both with our accounts of the situation
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Here is the very simple answerOn this plumbers OWN invoice it said, I quote( IF THE PROBLEM CONTINUES )From all the attorney's I have spoken with, TWO day's is not continuesWhen I called the plumber back and spoke with the owner he STATED that he had been to my HOUSE a MONTH AGO and coming back would be a CHARGEABLE offnceWas he so blind to not know that his person had been there (TWO) day's before the SEWAGE SPILL His person has made our LIVE'S a LIVING HELLWe ahve been a hotel going on ( ) week'sAre home is STILL not fixedThis person should have his STATE'S plumber's LICpulledSmooth talking will NOT fix what his person and his company have done
Regards,
*** ***
My records which are all kept electronically state that we were first at Mr [redacted]'s residence on Monday 6/02/2014. My records also show that we received the second call two days later on the afternoon of Wednesday 6/4/2014. The time period between the first service call and the second phone call for an additional service do not change the fact that we cannot warranty a main sewer line with an existing root condition. The line had roots in it before we arrived at the property which is why the main sewer line was backed up and our services were requested by Mr. [redacted]. On Monday 6/2/2014, we cleared the main sewer drain, tested the mainline to Mrs. [redacted]'s satisfaction which resulted in a satisfactory completion and payment by the owner for our service. If the drains had been cleared incorrectly, the drains would have not flowed properly during testing and we would have never received the initial payment. We also showed Mrs. [redacted] the roots that we pulled from the line and stated that we recommend a sewer camera inspection to locate the source of the root intrusion into the sewer line. We also stated that we cannot warranty a drain line that has an existing root condition. The reason we cannot warranty a root bound line is the roots have already entered the piping and have compromised the system. It's an unfortunate situation; however we did not introduce the roots into the drain system. We were able to pull enough of the roots back while snaking the line to clear the drains when tested. Mr. [redacted] was not present at the residence during the time of our service.
November 21, 2014
The workmen did an excellent job with attention to detail. Mr. Padilla assisted in my service questions during the job. Would recommend.