Plumbing 911, Inc.

I am rejecting this response because:They avoided the issue! Noone ever told me they were short staffed due to the holidaysI was told “We will have someone out thereWe have a two hour windowThe technician will call when he is on his way”! That is exactly what I was told! I sat at the house waiting for them to call, I took off from work that night waitingfor themThree hours later, I get a call saying that they were not coming and that they would be there first thing in the morningI have a year old and we could not take a bath, use the toilet, wash dishes or clothesWe could not do anything with waterThis was really unprofessional to say you will be there then call and cancelI lost anywhere from $to $that night because I waited for themNow if they want to reimburse me about $for my time lost, I will let the matter drop!

Initial Business Response /* (1000, 5, 2016/07/12) */
To Whom It May Concern:
We deeply regret Ms*** had a hard time getting resolve to her receipt issueSincerely, this is the first time that anyone in our main office has heard of her concern or questions regarding the receipt
We will
be happy to send Ms*** an updated Plumbing invoice, stating that the Moen Faucet was provided and installed by our companyIn addition, we will include a 1-year warranty for our installation on faucetThe Moen faucet does come with a life-time manufacturer warranty and our company invoice acts as her official receiptHowever, Moen does not require proof of purchase for the warranty, so if she ever has need of warranty work on the actual faucet and has misplaced the company receipt, she will simply need to call Moen and they will troubleshoot the issues over the phone and send out the parts/materials for the faucet
Also, please understand that the manufacturer warranty does not include service to the faucet, so while they may send out a new faucet or parts for the existing faucet, she will need to call us back for the actual service, which is covered for free for a full yearAfter our company's year warranty expires, if the customer has services that are needed on the faucet there would be appropriate service fees for that work
Regarding the customer concern with the drip of water that comes a little after, this is typical of this faucet as it is a high neck faucet, and may just be a drip from the residual useHowever, if the faucet has constant drip even when shut off after an extended period of time, after last use, then please contact Plumbing and we will be happy to come and inspect the faucet
I do apologize for how me missed this for our customer and we hope that we can continue our customer relationship with Mrs***Attached is the updated Plumbing invoice for Mrs***'s records, which acts as her official receipt of purchase for the Moen faucetIf Mrs*** has anymore questions or concerns, please call us at *** and ask for Karen M***
Sincerely,
Karen M***
Plumbing 911, Inc
***
Initial Consumer Rebuttal /* (2000, 7, 2016/07/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The corrected invoice was received and I am satisfiedBut at the end of the conversation with MsM*** she said to me, "Good Riddens." Obviously I will not use this company againThank you Revdex.com

Two men from this company came to my houose when both of my comodes stopped workingThe service person said the toilets were not working because they were old and needed replacing, couldn't explain how both worked fine the day before and both suddenly stopped at the same timeHe snaked the toilets and got both working but still very slowHe also couold not explain how this allowed them to work if they were old and needed replacingMiraculously, he had two brand new high end super flush toilets he could install today for $These people are toilet salesmen not plumbersDo not waste your time or service call money on them

On Sunday February 28th 2016, I located this plumbing company in the Century Tel yellow pagesThe reason for the call, I had identified that I had a busted water main pipe break located approximately 10-from the front of my homeI had Trussville gas and water shut off the main from the road before the meter to stop the flow, now I needed to fix the break, hence the reason I reach out for a repair companyBeing on a Sunday I was prepared to pay a reasonable extra for this service I called the advertised number and the person was courteous and said she had someone that was finishing up a job and could be there soonShe informed me that there would be a $charge to come out that could be applied to an extra cost, which I agreed toIn about 1/an hour gentlemen showed up and were courteous as wellI showed them the problem and they got to work hand digging up the areaIn about minutes they had me come look at the area which they identified a pvc pipe and they said they would fix thatThat whole process took about hoursAfterward, one of the gentlemen entered my home to turn on a tub faucet started bleeding the air out of the lines, which at first provided mud and air that was in the linesI them helped him go around the house which I turned on faucets and flushed toilets until they were pretty cleared upOne toilet did not clear up, the other gentlemen offered to fixed it with parts on the truck, which I said to doAfter that he informed me of a rusted bolt on the toilet tank, I told him to go ahead and fix, unfortunately he did not have that part, which they drove to Lowe's to get and return and fixThe whole process was hoursI was happy with the service and was actually going to recommed this company to the many professional organizations I belong to, because of their courtesy and professional behaviour
Then It went horribly wrong when they presented me a bill for $I was absolutely flooredAfter some discussion the technician said he would take $off for the toilet problemI was told I could pay with a credit card and not a checkSmart move on their part as I signed the credit card slip for $1675, however I refused to sign his work orderI asked for the owners name, which he provided thinking I could settle a reasonable charge with him
In my years of business I have never been so taken back by the brazen disregard for reasonable and customary charge for a service renderedi am to blame on this buyer be aware experience because I didn't get a written up front estimateI called the owner and he is more upset that I got my bill reduced by $then to negotiate a reasonable chargeI offered $800, which I think is more than fair for a Sunday hour plumbing chargeTony G***, the owner does not agreeI will let potential future business prospects form there own opinion on my experience with the charges rendered from this company

I didn't confirm the complaint was resolved because I do not feel that it has been. We have been travelling back to AZ for the winter and I did not have regular access to email. The business called and made a very weak attempt to say they are sorry I was unhappy However, when asked, they would not acknowledge that their manner of speaking, in calling me "sketchy", was inappropriate. In fact, she ended up defending her right to be offensive. So NO this was not resolved These people are rude.Thank you

My gas logs were not starting so I called local Gas Co. 1st. They told me they only do a safety check and I should call a plumber. So on Oct. 11.2016, I called Plumbing 911 and told the receptionist the problem. She said they would be happy to check it out and would charge $39 for the service charge which would be included in any repairs done.

Two service guys were out within an hour and spent about 10 minutes trying to start the logs. When the logs would not burn, they told me they did not do repairs and that I just needed a new set. I told them that I had specifically told the lady that mine needed repaired. They just shrugged and again told me they couldn't do repairs. I asked them if I bought my own set of logs, which would be a very basic set like the ones I currently have, (no remote and no electric switch) what would they charge to install. I was told $300.00. That is plain ridiculous and just a total rip off. The logs come as a set and the only installation needed is hooking up the gas line. Their standard practice, by the way, seems to be to go outside to place the call to the office. Then they come back eight the ridiculous quotes.


Then, when my wife wrote the guy a check for the service call, he refused to give a receipt, saying it was because we didn't sign the work order. We placed a call to the office and after a heated discussion we were told they had never given a receipt like that in the history of the company but they were going to make an exception. All I can say is Wow, how do these people stay in business?

Initial Business Response /* (1000, 5, 2015/07/14) */
To Whom It May Concern:
We apologize for any confusion regarding the charge of $89. The purpose of this letter is explain the charge and also reconcile relationship with this customer.
With water leak issues, there are two different...

diagnostic services we provide. The first service is locating the exact cause of leak and this is the charge for $89 and the other charge is $127, if we have to use tools to cut open drywall in the process of discovering the source of the leak.
This diagnostic is waived if any service is performed, such as fixing the source of the leak. However, our company does charge for the diagnostic service in determining the source of the leak if the customer doesn't want us to make the repair and decides to repair the leak themselves. We give free estimates on all our services; however diagnosing water leaks is not a free estimate, but a diagnostic service.
It of course, is never our intent to upset a customer. I hope that this letter explains the purpose of our charges for services we provided in determining the cause of a leak.
In addition, we want to ensure the customer is happy with our services, even if they do not decide to use our company. With this in mind, our company would be happy to provide a full credit in the amount of $89 to this customer.
I will be calling the customer today to explain our perspective today regarding the charge and to also process the credit.
Sincerely,
Karen M[redacted]
Plumbing 911, Inc.
330-952-1900

I did call Ms. [redacted] this morning and apologize for the confusion. However, we do stand behind our policy of not being able to take checks via the mail, without a driver's license to confirm the check is provided and signed by the account holder. There was a lot of confusion, as we were...

approached through email regarding the check by Ms. [redacted]. As a family business and with the abundant fraud issues that occur, we were not trying to offend Ms. [redacted], but protect and ensure business. Unfortunately, by the time Ms. [redacted] called (instead of emailing) our business, the management had to leave town for a death in the family and was unable to return her call. Sincerely,Karen [redacted]

Initial Business Response /* (1000, 5, 2015/08/24) */
Please see attached response by Plumbing 911.
(Revdex.com converted from original document. See file.)
To Whom It May Concern:
Plumbing 911 has spoken with Mrs. [redacted] and made attempts to reconcile her issues. However, after inspection our...

company is not liabl
On July 7, 2015, we received a call from Mrs. [redacted] that she had tried to install a bath sink and faucet, but that she couldn't get the water off. We immediately sent a plumber the same day as he arrived between 12-2. Upon arrival, our
plumber completed installation of shut off valves (two at the sink and one under the toilet). These shut off valves were directly in the open by the fixtures and warranties were given if shut off valves leak.
On August 14, we received a call from Mrs. [redacted] that she had another plumber from a different company at her home and that during his job he discovered a plumbing leak inside a wall. She said that this same plumber told her that it was our fault and that we needed to get someone out to repair the leak. We dispatched the plumber we had available to see if was an issue due to our work at which point, we would be more than happy to warranty and repair. However, upon arrival and inspection, our plumber found that the leak was in a wall,
separate from the shut off valves, which is the only work we performed. We do not cover any plumbing that we do not touch, especially hidden behind walls.
Our plumber upon inspection spoke directly with the owner and after learning that this had nothing to do with the original job of installing shut off valves, our company gave her options to repair the line with appropriate estimates. The customer was upset as her plumber felt that it was due to something we did; however, we do stand firm that after our inspection, this is a separate issue and
has nothing to do with the shut off valves installed.
We received an email on August 17 by Mrs. [redacted] saying that her plumber said that the issue was caused by our plumber twisting pipes to hard and that she was highly disappointed that we did not do the work with no charge. She also
complained, that the owner did not contact her; however, the owner has been involved with this throughout the process as we geniuenly will take care of issues or warranties, if it is something we touched or did. The owner responded with an email the next morning that read:

1393 Gardner Blvd
Norton, OH 44203
1-866-720-0911 (toll free)
330-952-1900 (local)
Licensed and Insured (OH Lic. #36619)
www.ThePlumbing911.com
Dear [redacted],
I do sincerely apologize that you feel this way towards our company. I know that we made a separate plumbing repair a month and a half ago and stand by the work performed, if any leaks on this work would occur. When you call us
concerned with the other leak, a ceiling in your kitchen leaking due to a bathroom line leaking above, we sent our plumber immediately to inspect the issue, because the original plumber was not available. Upon investigating, the leak was separate, an independent issue from the original repair of install shut off valves. I do apologize, but we disagree with your other plumber saying this was our fault. We truly stand behind our work and if there were leaks to the shut offs, this would be covered. It is hard to defend ourselves against competing plumbers. However, all I can do is explain that we did come inspect it and
deteremined that this leak was a separate issue. Our original repairs were made over a month and half ago as well and issue to repairs tend to occur immediately. I can't force you to believe us, all I can do is honestly let you know that after inspection, your leak was a separate issue. If we had determined tit to
be our issue we would have of course repaired it. Please forgive us for upsetting you; that was never our intention. We truly prize you as a customer, and the owner has been involved in every step of this process. We would like to make you happy, but are not sure how too, as we can't perform unwarranted services. Again, we apologize and hope you see our point of view.
Plumbing 911 will not refund as services completed were inspected twice and
shows no issues.

Sincerely,
Karen M[redacted]
Plumbing 911, Inc.
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/08/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The plumber that performed the work should have inspected himself. He was not the one that came over. The issue didn't just start. In attempt to repairing/replacing the shut off valve. He caused some damage. The reason it took a few weeks, because it was a low leak, that eventually got worse. Your Quote was way over the Quote of any other Plumber. I ended up paying less on getting it repaired. It is very obvious that the leak was caused by your plumber's workmanship.

Initial Business Response /* (1000, 5, 2015/05/06) */
[redacted]
It brings us no joy when a customer is less...

than satisfied with our services or company. It is always our goal to ensure each customer is treated with respect and understanding for all their plumbing needs. The following is our statement and formal account of the services to Mrs. [redacted].
Mr. and Mrs. [redacted] are returning customers of Plumbing 911 and we appreciate all their past business as we hope to regain them as customers. We are truly sorry that they feel this way and hope this letter explains our position as to why they assessed charges.
Mr. and Mrs. [redacted] moved and purchased a home with a home warranty. They called our company on 4/15/15 stating that the "bathtub in upstairs master bath has a leaking drain and it is leaking in the living room ceiling." We scheduled the appointment for the next day - 4/16/15, upon arrival our technician [redacted] explained that we would charge an initial fee of $89 to give options of service to the Home Warranty Company in the explanation of the services needed. He further explained that if services were completed that day we would waive the $89 and only charge for service.
Upon inspection of the job, our plumber [redacted] gave two options/approaches to the leak. The first option was to reseal the tub shoe drain for $200 and waive the diagnostic. The second option was to cut into the ceiling below the tub area to make access and replace the tub waste/overflow for $700 and also waive the diagnostic.
Our technician then called the home warranty company with these options at which time the home warranty company informed the clients that they did not approve services for the reseal of the tub shoe, but that they would approve the services for the tub waste/overflow but that the customers would be responsible for dry wall repairs. The customers were not happy about this, since it was looking like they were going to have to pay towards this repair either way. Our technician stayed for over any hour as they were trying to determine what to do, since either option would leave them with money out of the pocket. At the end, our technician explained that if they called us back for option 2, we would credit 1/2 of the $89 fee towards $700; however, if they selected option 1, they wouldn't receive credit of $89 fee.
On 4/21, the customers called our company back and booked us to complete option 2 for the tub waste/overflow at $700 on 4/22. Upon arrival, our technician immediately began working, he made appropriate cut-ins to the drywall in order to access the drain and cut out the tub waste/overflow assembly. Our technician [redacted] worked straight for about two hours in the process of the job. After unthreading the tub shoe through the access underneath the tub, [redacted] our master plumber discovered that the tub was cracked. He immediately stopped the job and notified our clients that the issue was a deeper problem than what we had initially thought it to be and that their tub was cracked. While we do not repair tubs, we do replace them, but the customer was upset that the problem was further than we anticipated.
They did not want us to go further with the tub replacement, and we settled with them face to face for the time we incurred for the job that day. Please note: our service authorization on our contract reads - that the price quoted prior to start work does not include any additional or unforeseen tasks nor materials, which may be found to be necessary to complete repairs or replacements.
This portion of the job was completely unforeseen and we wouldn't have found this to be the problem, unless what we did was done - by exposing and removing the drum shoe.
As you probably know, our plumbers are not psychics nor do they x-ray vision, but we do our best to follow through to the best of our ability and ensure every option is presented based on the known of the job. Any plumber or plumbing company would be in the same position of discovery and should never be faulted in this process. We do not view this process as misdiagnosis, we stopped the job and explained the next steps and were happy that we found the true issue so they could correctly remedy the issue.
Our total time for the job was $250, however we made it an even $200 for the day as we credited over 1/2 the initial $89 fee.
Again our hope is to resume business with Mr. and Mrs. [redacted] and while we cannot refund their fees, we would be happy to apply their total paid for this job so far in the amount of $289 towards the cost of a new tub by our company. If this is something that they would consider and would like us to do, we ask them to call us and ask for [redacted] to schedule appropriately.
We appreciate our customers and in every effort want fairness extended as we extend our services and time. Please let them know they can call and ask for [redacted] the Office Manager with any other questions too.
Sincerely,
[redacted]
Plumbing 911, Inc.
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/05/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response is not truthful. The $89 was charged to open an access panel. There was never an offer to waive it at any time. The plumber was here 1 hour the first time and 1 hour the second time. They never offered to do a tub install. I feel once they learned the drain unit didn't need to be replaced they tried to get as much money from us as possible. Now they are being dishonest about what happened. I do not wish to do business with this company.

Had a great experience with plumbing 911. Had several other plumbing companies who sent unlicensed plumbers and was unable to resolve my lift station (sewer pumping system). Plumbing 911 sent a professional plumber (licensed) out and was able to resolve all my plumbing issues the same day! He also brought my water heater up to code for the safety of me and my family.
You always get what you pay for!

Contacted Plumbing 911 on 10/20/15. Ask for quote on service call and to fix a leaky faucet. I was told $79 service call but could not quote repair. Since I had checked the cost of the spring/washer replacement at Lowe's, Item #: 28776 @ 2 for $2.49, I scheduled the appointment. They were also to check the gas logs in my fireplace due to sooting issues. They arrived on time. I showed them how to light the pilot and Justin took 4 logs out of the fireplace. He then told me everything looked good. By now I knew he didn't know what he was doing with the gas logs. I again, explained about the soot and he said he needed to check with his boss. He went outside, came back and told me to rearrange them and that should fix the problem. I said okay because by now didn't want him messing with them. Then to the faucet. He replaced two springs and a washer (3 to 5 minutes). Again went outside. Approximately 18 minutes later he came back in with a $200 bill. I had a $30 coupon which I had ask about using BEFORE he fixed the faucet. He said okay but did not apply it. I questioned the charge and told him I was aware of how much the 'parts' cost. I also questioned why he had not applied the $30 coupon. He said, "That's as low as I can go". I was irate that these people would charge $200 for a 15 minute (max) job. Please note, I had ask about specific charges when I called to schedule. Had Justin told me at any time they were going to charge an additional $120 for the 2 springs, I would have sent him packing. After I questioned the charge he took out a tape measure and measured the logs (needed to write something on the bill I suspect) as he noted 'for customer'. These people need to be shut down.

To Whom It May Concern:Thank you for reaching out to us regarding customer relations for [redacted]. We received a call from Mrs. [redacted] on Sunday, January 31 regarding a drain backup issue. Due to the holidays, we unfortunately were short staffed but had hoped to help Mrs....

[redacted]. Unfortunately, we were not able to make the appointment for that day and I had called Mrs. [redacted] to apologize, as well as reschedule her appointment with a discount. The phone call to Mrs. [redacted], while she was disappointed that we were not able to make it as had hoped, she was understanding and we rescheduled the appointment for first thing in the morning between 8-10 on New Years Day. I did explain that our delay was due to being short staff and that we were very sorry. She was happy that we could be there in the morning the following day and I had also expressed that we would discount the service by $50. The following morning, we dispatched the technician to her home and we left a phone message at 9:10 as we could not confirm someone was home. We were available to help and make things right for this customer. At this time, again we do apologize for the inconvenience and trouble of not making our initial appointment. This is not a normal occurrence for our company, as we truly value our customer's time. However, this was circumstance with that the technician for New Year's Eve was unfortunately unable to help service this day, due to the job schedule prior running longer and us being short staff due to the holiday.As a compensation, we will be happy to honor $60 off any service for this customer and appreciate her understanding and grace relating this matter. We genuinely would like to make this right by her in both fairness to her and to our company. Blessings,Karen M[redacted]Plumbing 911, Inc.[redacted]

Initial Business Response /* (1000, 5, 2016/05/09) */
To Whom It May Concern:
Our company was contracted at Ms. [redacted] neighbor's home for plumbing services on 5/3/16. Ms. [redacted] home is extremely close to the neighbors home and in order to get the neighbors backyard, we did have to drive on...

the property.
We did get permission by Ms. [redacted] and have pictures of the property after the job that shows some minor tire tracks. We did not destroy her yard at all and have pictures of this proof. After the job, we reseeded the area where there was minor tire tracks and with Ms. [redacted]'s permission.
At the end of the day, our plumber also asked Ms. [redacted] if he could use her water hose to water the newly planted seed. She gave him permission to do so. At best, the water hose was used only for 5 minutes tops. We never used her water for other plumbing and never for 5 hours as we only used it for her seeding grass for 5 minutes with her permission.
We never stole from her and never destroyed her yard. As for the minor tire tracts, we went above and beyond in ensuring her lawn was repaired (with proof).
As far as her claiming that our technician disrespected her due to age is completely false. With all due respect, he was very professional, patient and understanding in the process of ensuring she was taken care of.
I don't know why or what led to Ms. [redacted] feels this way or confusion, but we do apologize for her feelings. We truly went above and beyond to ensure she was treated respectfully and professionally. At the same token, we believe this respect is both ways and that everyone regardless of age, job type should be treated with utmost respect, including our plumbers. We have proof of lawn repairs and 3rd party testimony of the permission and we received by her neighbor, along with have spoken with the local police to ensure her respect.
In regards to the customer request, we would be happy to compensate her water bill for the day we used it to water her grass, which was 5/3/16. But to go above and beyond, if she is able to email us the copy of her water bill we will be happy to consider what else beyond the water service for 5/3 we contribute towards, since she is on a fixed income. We appreciate our Elders and would be honored to see how else we can help.
If she would please contact Karen M[redacted] at [redacted] and email her the water bill at [redacted] for proper reimbursement.
Sincerely,
Karen M[redacted]
Plumbing 911, Inc.
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2016/05/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is true that the houses are very close but that is because the neighbor's house is built on the entire lot. The space between the two houses belongs to me. The borders of my property are clearly marked by a licensed land surveyor. There could nor have been any confusion because he land surveyors stakes and nails are highly visible.
Ms. M[redacted] tries to minimize the damage her crew has caused by talking about some pictures. The Bay Village police officers and I have pictures too. They show not only "minor tire tracks," but also puddles, uneven ground nd several little hills of mud. QThe so called "minor tire tracks extended from the street to the neighbor's basement window.
Most probably, very deliberately, Ms. M[redacted] seems to confuse the separate occasions when my water with my own water hose was used.
The work Plumbing911 did in the neighbors' basement is separate from the reseeding. While the work in the basement was done on May 3rd, the reseeding of the neighbor's lawn was done on May 5th,and the reseeding of my side of the lawn was done on the 6th. My side of the lawn was reseeded only after the realtor, Mrs. [redacted], who happens to be a neighbor saw Officer [redacted] and another Bay Village police officer taking pictures of my damaged lawn. Ms M[redacted] never talks about the water used during the work in the basement. She keeps talking about the reseeding probably because she thinks that reseeding shows her company's generosity and caring.
How does Ms. M[redacted] know that Mr. V[redacted] was " very professional, patient and understanding," while he ordered me to go back inside my house? Was she hiding behind the bushes? If I were Mr. V[redacted], I would continue to harras and intimidate disabled senior citizens relying on the fact that Ms. M[redacted] will always praise me.
No plumber asked me whether he could use my water hose. After my humiliation on May 3rd, when I was ordered to vet inside my house, I never spoke to anyone who was working on the neighbors's lawn. At least twice, when IQ saw people who had come to work on the neighbor's lawn, I left the yard work I was doing and hid myself in the kit hen. So the claim that I was asked for permission to use the hose to reseed is a big lei. The last time anyone from Plumbing911 spoke to me was on May 3rd, while the reseeding was done on May 5th and 6th.
Ms M[redacted] talks about "testimony and permission and we recie ** by the neighbor." I never gave permission to my neighbors to damage my property. They did not ask permission; they simply informed me of their plans. As a matter of fact, when I was told about the need of q truck on my lawn, I reacted so forcefully that the neighbor abruptly left my side. I said, "I am so furious at this situation." (that is an exact quote.) I realize that Plumbing911 could not have known that they were being lied to by two Unitarian ministers but the fact that the neighbors hid themselves during the altercation should have given Mr. V[redacted] a hint about the situation. Instead, he decided to play the knight in shining armor on a a white horse and rescue his clients by being as obnoxious with me as one could possibly be.
I think the only mistake I made was leaving my water hose outside where I usually keep it instead of putting it safely in the garage. I brought it inside only yesterday.