Leone Plumbing and Heating

On March 2, Mr***, called Leone Plumbing to inquire how much it would be to have a plumber come to the home and attend to a clogged main lineThat the town of Brighton had already tried to clear(pulled out some roots) but didn't have the proper equipmentI stated our minimum trip charge
is $The technician would look at the work first and give him an exact price before the work was startedHe then asked if we had all types of equipment to deal with this type of problemI stated we have snakes,jetters, & television cameras to deal with these type of issues and that's why we send a tech out to look at problem firstHe proceeds to as how much does something like this generally runI explained that tech would have to look at job 1st but a large machine snake job would nun $ and that goes up to ftHe then scheduled the service call for March 3, 2016.Upon arrival our technician, assessed the work that needed to be done and informed Mr***, that it was considered a clogged main sewer and the price would for a mainline sewer snaking is $ and we would be able to snake up to ftif the clog or problem was within this footage we would know and if not then more equipment would be neededBased on this knowledge, before we started providing the service Mr***,authorized us to proceed with the work(As he concurs with in his letter we went out fl.) Our technician was able to successfully clear the clogged line and noted that he hit something hard, bent snake line a bit but opened clog and water went downAt this point we explained that we probably have hit the clog and problem might be gone but to know for sure you would televise the line and that would be additionalHe declinedTherefore,issued Mr*** an invoice and receipt for the work doneMr*** Asked technician for a discount because job went "easy and no problem" The technician did give him a courtesy discount of $(see receipt) Mr***: called office and asked for further discountI explained that we have already quoted youa price that you agreed to and gave you a $discount and would not be able to discount any furtherMr.***, agreed to pay the invoice signed the receipt as being satisfactory and paid for(See enclosed)It appears from letter, that days later, on March 7, Mr*** called another plumbing companyWho must have televised the sewer line and found additional problems clearly farther down the line from 50-92ft.There are a few discrepancies with this diagnosisTypically, if you have or had a clogged line, there would not be cob webs in the line because they would be washed away from the clog and or waterI am not sure why another company was even called since the letter does not state an additional clogIt only states "high risk of clogging" Second, we only charged Mr***, to snake up to ftof line, the water went down and you could hear it drainingThird, we offered Mr***, to televise line (which would have seen any additional problems) but he declined anymore expendituresFourth, typically when most customers have an additional problem or a reoccurring problem with work that was recently done, they notify us and it is our policy to investigate what is causing the problem and offer some type of solutionIn this case we had no idea there was even a problem until receiving the letter from Revdex.comHad our company been called "four days later" for the second clog, we would have waived minimum charges and come back to investigate the problem for free since our policy is to give a 30-day guarantee on all clogged drains.It is unfortunate that Mr***, had an additional problem with his sewerUnfortunately, we cannot refund any portion of the work done due to the facts stated aboveWe have enclosed a copy of the signed receipt.Thank you Andy *** President

As Stated in prior letter, it is important to note, faucet was completely rebuilt with all new special-order partsand it did work?? It is important to also note that the seats are the least expensive parts of a faucetsMoreover,the seat being replace is an additional repair and not a new repair to fix what we had already done"The otherplumber" did not have to change, alter, or redo the work we had already had doneHe simply replaced a$ 5.00part (as stated by customer) which is an additional part and repair over and above what we had doneHad wenot done the extensive repairs to begin with, the faucet would still not have worked properly by just replacingseats.When working on mechanical items such as original installed faucets in a home, ( 40+years old) it is not anexact scienceIn this case it could have easily have been the "Other plumber" that could have done theextensive rebuild and the we could have installed the$ additional part.Regards,Andy LeonePresident

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. The company response contains a few material misrepresentations.First, they claim that "the town of Bright had already tried to clear but didn't have the proper equipment." I never told Leone that, and it is not true that the town did not have the proper equipmentThey unclogged the lateral, which I explained to LeoneI was requesting a quote to auger the lateral and clear out all rootsSomehow they took down the fact that the town had provided some service, but not the fact that I requested a quote to auger the entire line (and accepted a quote to perform that service)I was never told that the quote was only for the first feetIn fact, when I questioned the size of the equipment, I was told that it was feetWhen I questioned whether that was long enough to reach the main sewer line, I was told that it was feet and that was "plenty." As described in the initial complaint, whatever the length of the equipment was, they only used feet.Second, they claimed that Mr*** told me over the phone that "a large machine snake job would run $and that goes up to ft." This is blatantly untrueBefore requesting a visit for a quote, I asked if I could get a quote over the phoneI was told that quotes are never provided over the phone because customers supposedly hear a number and then get upset if the number goes up during the jobI explained that I understood that quotes are just quotes, and that even after visiting, a quote might not remain fixedI was told that a simple auger job could be a "couple of hundred", and it could go up from there$was never quoted over the phone, and is supposedly against company policy to provide. Third, they claim that the technician told me he would only snake up to feetAs described above, this is untrueI was told that the snake would go to the main sewer line, which is what I made sure to explain is what I wantedAnd the auger only cleared out roots in the first feet of the lateralWhen water was hit (in retrospect, this was water backed up from the clog that was never reached), I was told that the main had been reachedBased on the later camera image, the auger only extended to feet, so even the feet claimed in the company response is incorrectMoreover, the company response does not address the fact that the equipment was not working properlyIt would only run for a few seconds at at time, and then shut offI think the technician was afraid it would get stuck, so he brought it back before it stopped working completely. Fourth, they claim that they told me that if a clog was not found within feet, then "more equipment would be needed." This was never discussedTo the contrary, as explained above, I was told that feet was sufficient to auger the entire line, and I was told that he had reached the main line, even though he only extended the equipment feetThe work authorized was based on this understanding, NOT on the incorrect claim that we discussed additional equipment. Fifth, they claim that I "concur[ed] in [my] letter that we went out to fl." This is not trueRather, I stated "2) the lateral had been cleaned out to exactly feet3) From feet to feet, there were cobwebs along the top of the line, showing that the auger had not been engaged there4) From 50-feet, there were numerous roots with a high risk of cloggingThe new plumber used an auger to clean the lateral out to the mainHe pulled out nearly a bucket full of additional roots. Sixth, they claim that the technician"was able to successfully clear the clogged line." This is also not trueAs explained in the original complaint, there was the sound of standing water in the lateralAs the company implies that they never intended to reach the main sewer line (contrary to what I was told before and during the job)I wonder what they believe caused the sound of water for about minutes while the technician attempted to retrieve the machine that was working only intermittentlyApparently, they claim that this is what would be heard if water were running outThe technician never told me that was what he heard or what was happening. Seventh, they claim that "water went down." I don't know what evidence they have to support this contentionAs explained above, we could hear the water as the line was retractedThat would be evidence of standing water, not water "going down." The company appears to be backing off the claim from the technician that we heard the main sewer line. Eighth, they claim that they advised me that they would need to televise the line (for several hundred more dollars) if I wanted to verify the work doneI was never told that the "problem" might not be goneRather, I requested auger out to the main sewer line to ensure that all roots were cleared outI was told that the auger was large enough to clear stuff out of the lateral, which convinced me that it was not necessary to spend more money on a camera because the auger had gotten all of the roots out to the main lineAs explained in my initial complaint, the technician brought out hardly any roots at allThis is not surprising given that his machine was not working properlyThe plumber I brought in later cleared out a bucket-full of roots--evidence that Leone did not perform the work as requested/quoted/promised.Ninth, they claim that I requested a discount from the technician and received $offHe volunteered to reduce the cost by $because I helped him carry the equipment downAlthough not part of my initial complaint, I will note that he dripped brown water throughout my house and onto wall-to-wall carpet, something they later plumber managed to avoid with similar (though larger) equipment. Tenth, they claim that they "only charged [me], to snake up to feet of line, the water went down and you could hear it draining." All three of these are not trueI specifically requested auger out to the main lineI did not agree to feetThe water did not go down, and you could not hear it draining, and they did not snake feet Regards,*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I read the response from Leone Plumbing.The problem I have is that they never fixed the drip on the upstairs faucetI gave them a lot of money and was not satisfied with the job.Regards,*** ***

Our company did look at the faucet and we did advise the customer of the initial trip charge of$ 45.00 and uponinspection advised that we could attempt to take faucet apart and attempt to rebuild and or diagnose what partscould be replaced if possible. But there could not be any type of guarantee...

(given the age of home that built in1941 and faucet is original). Our fee for that would be$ 150.00 to which customer agreed. Upon taking faucetapart the we inspected the stems and seats. We attempted to remove seats but they were pitted and sit in thevalve body, therefore technician did not want to take a chance and damage valve beyond repair. It is possible tomake faucet repairs without changing the seats. We researched the stems and handles, advised that we couldorder the stems and would have to use replacement type handle but could get the parts and quoted a price to doso, to which customer agreed. As stated in her letter. Upon receiving the new parts, we returned and did therebuild, and faucet was working properly.When the customer called on 4/17/17 it was explained again that we couldn't guarantee the faucet would stayfixed for any period of time. We would be willing to come back at no charge to check faucet but she wouldneed to be prepared to replace faucet at an additional cost. She wanted to think about it and that is the last we heardabout-this matter until nowIt is important to note, faucet was completely rebuilt with all new special-order parts and it did work. It isimportant to also note that the seats are the least expensive parts of a faucets. Moreover, the seat being replace isan additional repair. The other plumber did not have to change, alter, or redo the work we had already haddone. He simply replaced a$ 5.00 part (as stated by customer) which is an additional part and repair. Had wenot done the extensive repairs to begin with, the faucet would still not have worked properly by just replacingseats.It is our hope that Mrs. [redacted], understands that had we not done the extensive rebuilding of the faucet, the$ 5.00 seat repair would not have resulted in a complete repair.Regards,Andy LeonePresident