NI Industries, Automotive Trim Division

When we spoke on the phone Alan verbally said he would refund our money if another plumber found a leak in our line My partner, *** ***, who originally hired Kamaaina *** to do the job, tried calling Alan back after I spoke to him to have him give us this agreement in writing She tried numerous times to contact him and could never get a response despite leaving messages Thus us contacting you for resolution Additionally, it should be noted that we did not call them out the additional times they came to our house They said they needed/wanted to come out and meet with us We had to keep calling them because they kept cancelling the visits they set Believe me we would much rather have had them come out once, do the diagnosis correctly, give us a cost estimate, and do the repair *** *** did this with the diagnosis being performed on May 20th and the repair completed on June 4th Kamaaina *** came to our house the first time in mid-March and on May still couldn't diagnose the problem Alan told me and *** on his third visit that he was 100% sure our line was sound and the issue lay with the City We called the City out a second time to look at the problem and they confirmed it wasn't their line They need to accept responsibility for their incompetence and refund our money Shouldn't they guarantee their work which was to tell us if a problem existed and to fix it? They did neither of those things. What is my next step because I will not wait another month to get a response from them on this issue You too can see how non-responsive they are, considering you had to contact them times before they responded Thanks.*** ***

Here's Kamaaina ***'s invoice to us and a copy of the *** *** final invoice for the diagnosis/repair.Kamaaina *** was hired to camera the line and tell us where the leak was. Following that they were supposed to give us a cost estimate for repairs from which we would proceed. Why would we hire them to just diagnose the problem without providing us with a repair cost/solution? Sewer/wastewater is a health and safety issue which I as a Certified Industrial Hygienist/Certified Safety Professional am well aware of how hazardous it can be to not only living organisms, but the environment. The problem lies in the fact that they did not diagnose the problem correctly Their employee (Alan) stated emphatically ("I am 100% sure that the problem is not with your line") to both *** and I that there was nothing wrong with our line even after we had told him that it had to be our line because the water leaching from the wall and the subsequent sidewalk it leached onto was not wet when we were not at home and only became wet when water was used in the house. We also, told him that the City and County had come out and placed green dye in first their line (no dye leakage) and blue dye in our line (positive dye leakage) and had sent a camera down their main line to verify their line was sound, but he still insisted it wasn't our line and in fact pointed out on the camera video to what he thought might be a crack in the City's line near where the water was leaching from the wall. Based on his "positive" assessment that it wasn't our line we called the City and County out a second time to check their line and again the dye test was negative. When confronted on the phone with the results from the City's second testing of the line, which only occurred after we threatened to call your office when he failed to call us back after more than a week of calls, he still argued that it wasn't our line and that's when I said he should just tell us if they didn't want to do the repair work. To which he stated that he couldn't fix something if he didn't see anything wrong. I told him that if I called a second plumber out and they identified a leak or leaks in our line I would be calling him back for a full refund of the $602.09. His response to that was that, "If a second plumber finds a leak in your line I will refund your money" then proceeded to hang up on me. It should be noted that *** *** did find not only a leak in our line, but deterioration of the entire galvanized pipe leading to the main line sewer hookup and their technician did not rush the diagnosis (he slowly and methodically moved the camera through the line to identify the problems whereas Alan yanked the camera through the line in approximately foot sections so whereas *** *** took more than minutes to do the camera work, Kamaaina *** completed the work in less than minutes). Additionally, the hole that was causing the leakage from our line was approximately inches in diameter and was located near the hookup from our house to the main sewer line which was nowhere near where the water was leaching from the wall and Alan's initial determination of where the leak in the pipe was.*** ***

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[redacted]Aloha [redacted],Responding to this complaint from [redacted]. We went out 3 times to see her including our GM. We told her that what we...

could see was at the separation joint. And there was not any problem with in her Branch. We also told her because where it was located she might want to call board of water supply to see if they could help with the cost.  We did call back multiple times with her. We only went out to find were the problem was and still went out 2 times without billing her. She was told what the problem was and we knew the cost would be extreme and wanted her to see because of where it was if they would do some work on their side for this. Thanks much[redacted] sent this to us. Please respond back that you received our responceMahalo,John MenardOperations Manager

Complaint: [redacted]
I am rejecting this response because:  While they did come out 3 times the issue is that they did not diagnose the problem properly thus resulting in the problem not being addressed in a timely/correct manner.  The cost of repair was never an issue to us - we were prepared to pay all costs associated with the repair which we did once [redacted] Plumbling correctly identified and corrected the problem.  Additionally, I personally spoke to Alan on May 13 and was told by him that if another plumber came out and found a leak(s) in our line he would refund  our money.  [redacted] did come out and confirmed numerous leaks and did correct the problem.  Based on Alan's verbal agreement to refund our money if a leak was found we want our money refunded.
Sincerely,
[redacted]