Jordan Plumbing and Piping

Complaint[redacted] of [redacted] Plumbing performed services for us on December 9th, 2015, specifically to help with a toilet that was 'stopping up' often. Mr. [redacted] left and it appeared the problem was resolved as the toilet was flushing. The next morning the toilets and now the shower were backing up. He had been paid in full the day before and I asked would he guarantee his work. He agreed and came back out on December 10th late afternoon. In snaking the toilet this time, he also unplugged a sewage access in our laundry room and allowed sewage to flow throughout the downstairs laundry, kitchen, pantry and living room. It was a devastating night as we tried to clean all of this up and get the sewage and the smell out the house. The smell did not go away over the next day after all the cleaning and we were told by neighbors and friends that we should contact our insurance company. We contacted our insurance company, [redacted] and they immediately sent out [redacted] to access the damage and do cleanup. They then advised us this was a hazard risk for our health. They discovered that the sewage was all under the cabinets and under the hardwood floors and they did an extensive cleanup with sporacide. Our downstairs then turned to a 'demolition site' as [redacted] called it. They tore out all of the floors and pulled all the cabinets and appliances out to clean with the sporacide and dry out. Our insurance company said they would file a claim against Mr. [redacted]'s insurance company. [redacted] then told us that for our lost hours of missed work to move our dishes and furniture out of downstairs area and clean up that we would have to file directly with Mr. [redacted]'s liability insurance company. We contacted Mr. [redacted] and explained the full extent of damage and what our insurance company had said. He would not give us his insurance company's name when we asked and instead said 'I will talk to my insurance company and see what they direct me to do'. Mr. [redacted] has not called us back and we attempted to call him a week later and his phone was disconnected. I called [redacted] and told them what was happening and they tried to reach Mr. [redacted] and could not either. Since that time, Mr. [redacted]'s phone has been reconnected and he still has not provided any insurance information to us or our insurance company. Mr. [redacted] did not even fix the problem. Two days after the sewage spill, the toilets and showers backed up again. This time we called [redacted] and they came out with a camera and found the problem and resolved it. They agreed that Mr. [redacted] should not have opened that access without relieving pressure off the access so that all the sewage would not have come in the house. We thoroughly believe Mr. [redacted] was negligent and is responsible for handling this claim. Yesterday, I received a letter from [redacted] Subrogation Department [redacted] File# XXXXXXX) that [redacted] Plumbing is reportedly uninsured (copy of letter attached). I called [redacted] about this and explained that he was licensed and insured at the time of the incident and they said that he is not provided information to them that is the same as uninsured. They are turning this over to a collections agency to be more aggressive at collecting the claim for the property damage. However, that still does not pay our deductible of $2500 back to us or the money we lost for time off work. We have not filed claims before the renovations were complete to avoid any retaliation from Mr. [redacted] nor have we posted on social media and public sites of the bad service from Mr. [redacted]. However, Mr. [redacted]'s lack of responsibility for providing his insurance information to avoid the claim is completely wrong. It is one thing to have negligence on the job and make a mistake. It's another problem to completely avoid your responsibility. That is why we as consumers want to know that contractors such as plumbers are licensed and insured for these very problems.Desired SettlementWe would like for Jordan Plumbing and Piping, LLC to ultimately cover the damage they have caused. They need to provide their insurance carrier name, address and phone number to us and/or our insurance company and their collectors.Business Response It is our greatest goal to see that each customer is satisfied with our work. We value each of our customers' choice to use our company for their plumbing needs. I will gather more information concerning this matter from the technician so I can submit a detailed response.Consumer Response The response is NOT satisfactory as we have not heard from Jordan Plumbing nor have has he responded to this claim. Final Business Response The customer phoned on December 9, 2015 and said the upstairs toilet was clogged. We arrived and proceeded to snake toilet in master bath; the stoppage was cleared. We cleared the toilet and flushed several times with customer present. The customer phoned on December 10, 2015 and said the water was backing up in the bathtub. We arrived and pulled the toilet in hall bathroom and snaked; the drain did not clear. We informed customer stoppage was in vertical stack, and starting looking for a vertical clean out. We were then told by the customer, there was a clean out plug behind the washing machine; which she knew of because a handy man had told her so. Customer complained saying she was having a dinner party and needed plumbing done for that. We explained to her, by removing the clean out plug in the laundry room, water and sewage would spill out on the floor because the stack was full. She kept insisting she had to have the job done because she was having a dinner party the next day. She asked her neighbor if they had a shop vac. The neighbor said no. The customer then left to borrow a shop vac from her roommate's brother, in preparation of water and sewage exiting clean out. We removed the clean out cap in the laundry room; water and sewage spilled out onto the floor. The customer franticly began vacuuming up the water and sewage. We proceeded to clear the line with pressurized blow bag to clear stoppage from clean out in laundry room, pushing sewage to sewer on exterior of house. We opened clean out on outside and showed customer water was flowing through. We reinstalled clean out plug, had customer to stand at clean out on outside of house and I went upstairs and ran water in toilet and bathtub while customer watched as water passed through the clean out on the outside; which by the way is the clean out for the exterior only, because it is a combination fitting; which only allows cable to go in one direction. The customer was very happy and thrilled because now they were going to be able to have their dinner party. We had the customer to sign statement voiding us of any responsibility. We would not have opened the vertical clean out without first informing the customer because we knew what was going to happen once the plug was removed. We received a call from her insurance company on January 12, 2016, stating that the customer wanted to be compensated for days she had to take off from work to clean up. We left messages with her insurance contact but never received any calls back from him. We do not understand how this went from being compensated for loss time from work to over $20,000 in damages. We are also insured