O. G. Croteau Plumbing & Heating, Inc.

This company charged me for having to come back on the same day to do the same job that they didn't do right the first time.On March 1, I called Croteau Plumbing to snake the sewer line in my basement,blocked from roots.they also snaked the cleanout pipe.when they left the cleanout pipe was still leaking because they didn't have the right sized plug (they said). Hours later it was still leaking and we called them back. They came out later and took out more roots (which means that they didn't do finish the job the first time) and kept the same plug on the cleanout. I paid $494.95 the first time and then a few days later I got another bill for $280 for having to come back to do the job right. And the cleanout was still leaking and someone else came back days later and HAMMERED it in. I sent an email to complain about the $280 and the "[redacted]" wrote a long letter to me threatening legal action if I didn't pay, so I did.Desired SettlementI want the $280 that I paid them for doing the same job on the same day that they couldn't do right the first time.Business Response Enclosed please find a copy of the invoice that was mailed to [redacted] that is in reference to her complaint. Our invoice and her letter of complaint crossed in the mail. When we received her letter I wanted to speak with her to resolve her issue with the bill & possibly reduce the bill to both our satisfaction. However, after reading and thinking about her accusations I decided to write a rebuttal her description of our services.I have also enclosed her letter and my letter for your records. Obviously she was upset with the letter and decided to write you a letter of complaint. If you read my letter, there isn't any threat of legal action towards her, the last paragraph just indicates that we have previously sent unpaid invoices to our attorney.We are not perfect however, whenever a customer calls with a complaint and it is a legitimate complaint we always negotiate, we try to understand their issues. Our records for processing credits could prove our willingness to negotiate. 1, personally feel a phone call usually resolves customer issues.She's right we had to go back hours later, when we left the first time we had run all her fixtures full force for ten OM minutes and there wasn't a back up. When we went back we went even further and removed more roots, they were her roots not ours. if we had stayed longer the first time the bill would have been larger at that point. Had she called we would have checked the GPS and removed any travel time Involved if she was charged twice far travel. would appreciate your prompt response in this matter, we are a service business with six (6) trucks that respond to customer needs on a daily basis. Thank you for your assistance in this matter.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I should not be charged for them to come back because they didn't do the job the right way the first time. The plug was leaking when they left and they told us that was normal. If they had to come back and fix it is because they couldn't be bothered to do it the right way the first time.Final Business Response In reference to your request to state my position and what steps I am willing to take to resolve this issue are as follows.First of all we received a second letter from her dated March 26th with a check enclosed on March 2Bth. We did not deposit the check until April 3, I had responded to your letter on April 1, I had considered returning the check, however, I was upset with her accusations, her threat of filing a complaint with the Revdex.com, and her demand that I not contact her again.I thought about calling her and suggesting a lesser payment, I still stand by the fact that it is possible for a drain to back up when there is a plug up further down the line. She mentioned she had cancer and 1 felt badly that I had forgotten that fact. However, lam willing to refund her half of the payment, because this is what I had thought of doing after her complaint. If we had caused her problem I would not have charged her for any of the time involved. We are not able to see down drains to determine how far the snake should go, our letter to you stated what we did. We did not bring the roots or human waste to her home, if we had stayed longer on the first visit the labor would have been longer at that time. We went to her home on Saturday per her request to replace the plug and no invoice was sent.I truly hope you understand our position and her defamation of my character and her threats to attempt to ruin our business reputation is upsetting. 1 believe sending her a check for half the amount would be acceptable.Once again, I appreciate your prompt attention in this matter. Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)As I have stated from the beginning, I should not have to pay twice to have the same work done again, on the same day. Period. This is especially true since it still isn't right. I shouldn't still have sewerage leaking into the sump pump pit in my basement because TWO plumbers couldn't close the plug! And I can't believe that she actually thinks she is doing me a favor by not "sending an invoice" for the THIRD visit it took for someone to close the plug on the cleanout pipe (which he hammered in and it looks like an amateur did it because none of them could be bothered to get the right sized plug!). Unbelievable.She has made excuse after excuse for the poor work and the poor customer service. She blamed ME for the problem (I never said that they "brought the roots with them", which is just a ridiculous statement on her part. I DID however, hire them to get rid of them. They are PLUMBERS, right?).She insists on making false accusations (that I "defamed her character" and "threatened the reputation of her business") while, at the same time, making personal attacks on me. She sent a letter personally attacking ME, and also rubbing my face in the fact that I had a check bounce 3 years ago, even sending a copy of that check - that had nothing to do with this situation. That was defaming ME. Why would she do that except to try to intimidate me? That is also why she threatened legal action if I didn't pay (she can say all she wants that she didn't do that, but, she knows what she wrote and what she meant)- to intimidate me. I did not "threaten" or "defame" anyone. I disputed the charges by contacting her, then I received a nasty letter from her, so I felt I had no choice but to contact the Revdex.com, AS IS MY RIGHT as a consumer. The Revdex.com is there for this purpose, to help consumers. I also have every right to ask her not to contact me again. I have never received a letter from a business like the one that she mailed to me and I was appalled by it. I wrote to a business and got a personal attack in return. If you are so concerned about the reputation of your business, you should stand behind your work and do right by your customers. Pretty simple, really.If you charge people for services performed, you should expect that they want them done right. For her to admit (in her 4/10/15 rebuttal letter) that she didn't return my check because my letter "upset her", is basically saying that the charge is not for the plumbers having to come back, but, for her being upset with me and the fact that I wasn't happy with the job they did or the charges. Basically, charging me $280 out of spite.