Mark Allen Plumbing & Heating

I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] ***

Subject; Claim #*** First of all, I am sorry that you feel as though you were unfairly treatedWe take pride in our work and always charge a fair priceI wish that you would have tried to reach out to me and discuss this***, the
technician on the job, is a very competent, licensed plumber with over years of experienceHe arrived at your house on Thursday, January 29, for a service call for water leaking from the ceilingHe told you up front that it cost $to find the source of the leak and you agreed to thisAfter diagnosis, he then determined it was a clogged drainHe attempted to unclog the drain from the toilet, After several attempts with different snakes, he was unable to unclog the drain from this openingHe informed you the clog was at the bottom of the tee and that it was unable to be opened from this point of entry(The snake hit the solid clog and diverted to the vent pipe.) At this point, he said we would have to run the snake up the stack from the basement to unclog itYou inquired what you could do to save money*** showed you how to expose the pipe in the basement by removing the paneling and he would return to snake it from this point You removed the paneling and *** returned the next morning with another plumber to assist himFirst, they prepared the area (as it was nice carpeting) by placing plastic and drop cloths downNext, they cut into the 3-inch cast iron stack and installed a clean-out teeHe then snaked up the stack to unclog it and was successfulAt this point, they tested everything to make sure it was draining properly and thoroughly cleaned the areas they worked inRegarding your first concern, there are different attachments to use on the electric snake depending on the location and type of the clogWe do have several different heads for different applicationsFirst, he used an auger, then a handi-electric snake, and, finally, an electric eel with a head suitable 'to fit in a 3-inch drain. There was not a compatible head or attachment for the snake that would have been able to be forced down through a solid clog at a point where as it had the ability to go up (path of least resistance)This is why it had to be run up the stack to unclog itAs to your second concern, the plumbers in my company all make an hourly wageThey do not make a percentage on any job, big or smallNone of my employees work on commissionTherefore, there was no reason he would try to upsell you anythingIf he pointed out any other problems to you, I am sure it was for your benefitAs for the cost of services rendered, you were treated very fairlyThe first day we had *** at your house for a little over two hours with a variety of snakes including an eel machineAs you saw, this was a very difficult job as your second floor bathroom is very tight and running a big machine was very cumbersome to maneuverThe second day, we had two plumbers on your job with an eel machine for almost 1/hoursWe cut into your cast iron stack; installed a clean-out tee, and ran the cables up through stack to unclog itAs mentioned before, we take pride in our workmanship and, as always, we try to keep the areas that we work in clean and free of any damages that can be easily caused by running big equipment in confined spacesTo say this job is worth only $is insulting to me and my companyI do everything I can to keep my customers happyIf you would like to discuss this further, please feel free to call meRegards,*** ** ***, President

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

Review: Repair of gas line and rizer started on 1/20/2014 and completed on 1/28/2014. In order for these repairs to be done my yard had to be dug up from the street to the porch area of my home. After the work was completed the dirt was to be backfilled in. As of 1/28/2014 this still has not been completed by Mark Allen Plumbing. Since 1/28/2014 there have been numerous mild dry days for this to be backfilled in. I have spoken to this company on numerous occasions and I just keep getting the run around "we will have someone call you back" I never receive a call back. I have been told the weather is too cold and or wet that's why it cannot be backfilled in. This has left my yard in complete disarray and an eyesore. Also leaving the gas line completely exposed by the street and underneath my porch which can cause a hazard at anytime. This company has no intention on finishing the job they have started which is very unprofessional at this point. When I call to ask about the work being finished the receptionist acts as though I'm being unreasonable and she becomes very annoyed about the work being completed.Desired Settlement: I either would like a partial refund so I can hire someone to complete the work of backfilling this dirt in or have this company Mark Allen Plumbing complete the job they have started.

Business

Response:

Before receiving this letter, we had a crew go out to [redacted] and

backfill the ditch. We are very sorry but the weather conditions required us to delay this

unfortunately We dug and replaced the gas line in below zero weather to restore gas

service and found this to be the first opportunity for us to be able to properly backfill the

ditch. The men that were there spoke with [redacted] and she said she was satisfied with

the work done on April 3, 2014.

Regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: My Fianc'e which is an active military member had a clogged pipe that caused a minor leak in the cieling. She wa upset so we had to call a plumber for the next day. The plumber said it was only going to be about $200.00. Well after 2 hours of using an auger, and an electric snake he was unable to unclog the pipe. He had charged me $440.00 dollars for his service, and said he had to come back the next morning. The snake had hit the clog, and exited through the roof pipe rather than heading downward to unlcog the block. I question as to why he was not using different heads on the snake, and he told me there were no other heads. That is when I grew suspicous because I know there are other heads that can attach to a snake that would of pushed downward rather than up through the roof. Well he came the next day, and cut the pipe in the basement o run the snake, and place, and access way incase this would happen again.(I had taken the toilet off, and tore down the wall myself because he said it would save me money). well he spent another 2 hours that day, and the problem was corrected. I had a friend come over that know about plumbing, and he told me all the guy had to do was to switch snake heads, and he would of completed the job in a half hour not 4 hours oover 2 days. After speaking with the plumber he told me he makes an hourly wage, and makes a certain percentage on services rendered which makes sense as to why he charged so much, and took 2 days to complete. the total cost of the job was $1265.00 which id entirely too much money from other people I have asked that know about plumbing. To make it even worse he started looking around trying to scare me into having him perfom other services. Once again trying to upsell. Thank you for your time, and I hope you can assist with this complaint. [redacted]Desired Settlement: I would like my credit card reinbursed, and only charged a reasonable rate. I am not looking for a free ride. I just want honest pricing.

Business

Response:

Subject; Claim #[redacted] First of all, I am sorry that you feel as though you were unfairly treated. We take pride in our work and always charge a fair price. I wish that you would have tried to reach out to me and discuss this. [redacted], the technician on the job, is a very competent, licensed plumber with over 20 years of experience. He arrived at your house on Thursday, January 29, for a service call for water leaking from the ceiling. He told you up front that it cost $200 to find the source of the leak and you agreed to this. After diagnosis, he then determined it was a clogged drain. He attempted to unclog the drain from the toilet, After several attempts with different snakes, he was unable to unclog the drain from this opening. He informed you the clog was at the bottom of the tee and that it was unable to be opened from this point of entry. (The snake hit the solid clog and diverted to the vent pipe.) At this point, he said we would have to run the snake up the stack from the basement to unclog it. You inquired what you could do to save money. [redacted] showed you how to expose the pipe in the basement by removing the paneling and he would return to snake it from this point You removed the paneling and [redacted] returned the next morning with another plumber to assist him. First, they prepared the area (as it was nice carpeting) by placing plastic and drop cloths down. Next, they cut into the 3-inch cast iron stack and installed a clean-out tee. He then snaked up the stack to unclog it and was successful. At this point, they tested everything to make sure it was draining properly and thoroughly cleaned the areas they worked in. Regarding your first concern, there are different attachments to use on the electric snake depending on the location and type of the clog. We do have several different heads for different applications. First, he used an auger, then a handi-electric snake, and, finally, an electric eel with a head suitable 'to fit in a 3-inch drain. There was not a compatible head or attachment for the snake that would have been able to be forced down through a solid clog at a point where as it had the ability to go up (path of least resistance). This is why it had to be run up the stack to unclog it. As to your second concern, the plumbers in my company all make an hourly wage. They do not make a percentage on any job, big or small. None of my employees work on commission. Therefore, there was no reason he would try to upsell you anything. If he pointed out any other problems to you, I am sure it was for your benefit. As for the cost of services rendered, you were treated very fairly. The first day we had [redacted] at your house for a little over two hours with a variety of snakes including an eel machine. As you saw, this was a very difficult job as your second floor bathroom is very tight and running a big machine was very cumbersome to maneuver. The second day, we had two plumbers on your job with an eel machine for almost 2 1/2 hours. We cut into your cast iron stack; installed a clean-out tee, and ran the cables up through stack to unclog it. As mentioned before, we take pride in our workmanship and, as always, we try to keep the areas that we work in clean and free of any damages that can be easily caused by running big equipment in confined spaces. To say this job is worth only $265 is insulting to me and my company. I do everything I can to keep my customers happy. If you would like to discuss this further, please feel free to call me. Regards,[redacted], President

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,