Preferred Plumbing & Drain

Revdex.com: I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me

After reviewing all invoices we have discovered that customer Teri Brock did sign that she was satisfied at the time, we found out after the fact that she was indeed dissatisfied. We have spoken with Teri Brock and will be refunding the full $610.00 per our conversation today Monday... November 10, 2014.

Dear Mr [redacted] , it is with great concern that I address this issue that you had with our companyI would like to make an apology on behalf of Preferred Plumbing and DrainI am also disappointed with the customer service you have received, had this come across MY desk personally I assure you it would have been handled soonerIn an effort to improve the overall quality of our services we are refunding the full amount of $I will personally make sure a check goes out in the mail today, as it should have weeks agoPlease feel free to contact me personally to discuss any concerns that you may have in the future and I hope that we can serve you once again

We regret that we did not achieve a satisfied customer in this case We do not have a 150% mark up policy Our mark up policy is 10% to 30% depending on part and stockThis is an industry standard We will interview and train - or re-train our employee who
had trouble with fixing your plumbing, and confusion with our mark up policy We would also like to refund the full amount of your service since you were not satisfied and had a poor experience We will also correct the manager involved who did not respond as promptly as he should haveThank you for contacting us so we can fix any service issues going forward You will receive a refund of This will be mailed out today

We are still trying to get a hold of the customerI have left voice messagesWe are trying to get this issue resolved

I do apologize for the lack of communication and prior to receiving this email, I have spoke with the customer and ensured her that there would be no charge for the service call she had booked with us

Biusiness states that they have contacted the consumer directly and resolved the issuesCustomer was issued a refund in check formCheck #***

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me
However, I do not want the information removed or altered until I actually get the Permit signedIf there are any problems with getting the permit signed, I want the Company to come out and fix the problem(s) and I am afraid that they will continue to ignore me or lie to me as they have been doing if they do not have this hanging over their heads

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me
Preferred
Plumbing and Drain has agreed to refund the total amount I paid for their serviceI am satisfied with this outcome.Sincerely, *** ***

The Permit with city of Rancho Cordova was pulled 11/20/15 permit# 557341. We have confirmed with the customer she does have the permit information at her residence, we tried scheduling inspection and she states she will schedule herself. At this point in time we are awaiting the customer scheduled...

final inspection to close out this job.

After reviewing all invoices we have discovered that customer Teri Brock did sign that she was satisfied at the time, we found out after the fact that she was indeed dissatisfied.  We have spoken with Teri Brock and will be refunding the full $610.00 per our conversation today Monday...

November 10, 2014.

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

We apologize for any mis-communication or issue with this customer.  Upper management was not made aware of the complaint that was originally called in.  We will be refunding the amount requested of $290.00 to the original job address and made out to [redacted]

Dear Mr. [redacted], it is with great concern that I address this issue that you had with our company. I would like to make an apology on behalf of Preferred Plumbing and Drain. I am also disappointed with the customer service you have received, had this come across MY desk personally I assure you it...

would have been handled sooner. In an effort to improve the overall quality of our services we are refunding the full amount of $290.00. I will personally make sure a check goes out in the mail today, as it should have weeks ago. Please feel free to contact me personally to discuss any concerns that you may have in the future and I hope that we can serve you once again.

Review: THIS COMPLAINT IS OVER THE AMOUNT OF HOURS BILLED. PREFERRED PLUMBING AND DRAIN CHARGED 5 HOURS WORK TIME WHEN ACTUALLY THE TOTAL TIME INVOLVED WAS NO MORE THAN 3 HOURS TOTAL. THE PLUMBER DID NOT HAVE ANY OF THE MATERIALS IN HIS TRUCK WHICH WAS VERY DISTURBING PLUS THEIR WAS BUSINESSNAME ON THE VEHICLE ANOTHER RED FLAG.I ADDRESSED THE HOURS DISSCREPTANCY WITH THE WORKER AND HIS BOSS (later with his boss on the phone), but to no avail.THE WORKER INVOLVED LEFT THE JOB SITE TWICE IN ORDER TO GETTHE REQUIRED MATERIALS AND PARTS REQUIRED TO COMPLETE THE JOB, MYSELF AND MY MOM WERE PERPLEXED AS TO WHAT WAS TAKING HIM SO LONG TO RETURN.I WAS GOING TO CALL THE COMPANY BUT I WAS PAINTING THE HOUSE OUTSIDE AND DECIDED TO WAIT AND WHEN THE PLUMBER WOULD ARRIVE.I STONGLY BELIEVE THAT PREFERRED PLUMBING CHARGED 2 HOURS AT 145 PER HOUR AT OUR EXPENSE , WHEN THIS ADDTIONAL TIME WAS REALLY THEIR TIME SPENT AQUIREING MATERIALS PARTS. THANK YOU DARRELL D. MERTZ FILED ON BEHAVE OF ROSEMARY MERTZ WHOM IS 81 YEARS OLD AND HAS NO ACCESS TO THE INTER NET. TO FILE A COMPLAINT.Desired Settlement: A REFUND FOR THE 2 HOURS OF LABOR CHARGED AT 145 DOLLARS PER HOUR.TO BE SENT [redacted]. AS SHE THE PERSON WHO WAS CHARGED FOR THE 2 HOURS OF LABOR WHICH DID NOT OCCURE.I WOULD LIKE TO RESOLVE THIS MATTER BY HAVING PREFERRED PLUMBING AND DRAIN REFUND 290 DOLLARS IN THE NAME OF [redacted].

Business

Response:

We apologize for any mis-communication or issue with this customer. Upper management was not made aware of the complaint that was originally called in. We will be refunding the amount requested of $290.00 to the original job address and made out to [redacted]

Review: A slab leak was discovered under bathroom floor this was all cold water. This was fixed but still the hot water line was leaking. My Smud bill was now $980.00. All my hot water was running out into the parking lot. Preferred Plumbing said a house repipe was call for. Very invasive and and costly. Then repair of walls and floors! I called another plumbing company and they said this could be fixed by a simple slab leak repair which only took 4 ours to do and only $3,500.00 to fix it. Now I just have to deal with Kitchen Mart.Desired Settlement: My money back.

Business

Response:

Business' Initial Response

[redacted] our location Manager contacted Mrs [redacted] on 6/30/13. He discussed our work and the reason we felt at the time and still feel a whole house replumb is needed as this system will fail in the future. With that said the other plumber she contacted was able to make repairs to the hot water line and also had some criticism of our repair which was correct. Since Preferred Plumbing wants to make each customer happy and did not do so in this case we agreed to refund Mrs. [redacted] 3200 as agreed between her and [redacted] our location manager.

On Tuesday I had the company out to clear a sewer drain that had backed up in my shower and flooded my bathroom. The guy came out and said that the lowest "package" he could offer was $350 and was for all the drains in my house. I told him I had a quote from another plumber for $150 and he called his manager. He came back with an offer of $175 which I agreed to since he was already there and could do the work. He snaked 3x towards my house and 1x towards the street and said it was just a little clog and no roots and recommended I replace the wax seal on my toilet. He said I had a 30 day warranty and to call them if I had any problems. On Saturday afternoon the same thing happened again. I called the company who said it was still under the 30 day warranty. The ladies I spoke to had a plumber come out who told me that it would be an additional charge because the first guy didn't find any roots. I argued it because neither the 1st plumber they sent out nor the ladies I spoke to ever said anything about the 30 day warranty only applying if they had found roots. I spoke with the service manager who was very rude and made no attempt to make it right. Needless to say, I am utterly frustrated and extremely disappointed with this company, do not trust them, and would rather pay another plumber to fix whatever it is than to give this company one more penny. I will never use them again and will never recommend them to anyone.

Review: On April 9, 2014 a repair service was supposedly completed by Preferred Plumbing on my hot water heater. The serviceman examined my hot water heater after I explained the pilot light would not stay lit. He told me the coupler was bad and he had a universal coupler he would replace the old one with. I did not watch while he supposedly changed out the coupler; when I returned to check on his progress he said he was done and the pilot was running. He charged me $306.00 which I paid and he left. About Six (6)weeks later the coupler did the same thing on and off for the summer but when the weather cooled down the hot water tank worked fine throughout the winter. This Spring the pilot started going off more than it was on even when I turned it to the very hottest setting which is supposed to be scalding but never stayed on long enough to get that hot, so I called another plumber through my home protection service that I now have. [redacted] came out and said the problem definitely was a bad coupler. When he took the unit apart, he found the original coupler was still on the hot water heater. There was no evidence any replacement was ever attempted or made. He could tell the coupler on it was factory installed. When he asked about the previous service I explained what I was told and charged and he made the comment I was grossly over charged even if he had changed out the coupler which was not done. The rubber gasket would have to be sliced to remove the original and that was not done as well as it was obviously the original still on the heater.Therefore, you can imagine my disappointment and concern as I feel they took advantage of an elderly woman and failed to do the repair I was requesting. I will never use their company again and I will advise all my family and friends of my experience with this company.Desired Settlement: The main reason for my complaint is to make you aware of the false declaration the service man made to me that he had completed the necessary repairs to my hot water heater which became evident he had not made. I hope they are reprimanded and not allowed to do the same to other unsuspecting people. I would, however, like to see a refund of some if not all that I paid for service that was not completed. Turning up the temperature to scalding is the not answer; and that did not last long!

Business

Response:

Biusiness states that they have contacted the consumer directly and resolved the issues. Customer was issued a refund in check form. Check #[redacted].

Review: Installed Water Heater on 11/14/15, told to wait for tank to fill up to test. Late afternoon, Kitchen H2O pressure trickle, called. Installer to come 11/15, 2-4. Called 3:45, can't come. Rescheduled 11/16, no show, no call. Was told Permit would come 11/16, repeatedly called for permit. Last called 12/2, told company I would complain to Revdex.com if no permit (or paperwork) by 12/6. Was told that Installer was told to deliver, told company it was not delivered. Was told company would find out. No response from Company. Called City of Rancho, they will send Paperwork.Desired Settlement: At this point we just want a signed Permit for the Water Heater installation.

Business

Response:

The Permit with city of Rancho Cordova was pulled 11/20/15 permit# 557341. We have confirmed with the customer she does have the permit information at her residence, we tried scheduling inspection and she states she will schedule herself. At this point in time we are awaiting the customer scheduled final inspection to close out this job.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

However, I do not want the information removed or altered until I actually get the Permit signed. If there are any problems with getting the permit signed, I want the Company to come out and fix the problem(s) and I am afraid that they will continue to ignore me or lie to me as they have been doing if they do not have this hanging over their heads.

Review: I called on Monday Sept 29th after water was found leaking from under toilet when plunged- Guy came out that evening at 5pm went under house where access point was and stated a pipe was leaking I explai[redacted] to him the shower drain pipe had been knocked off but was fixed and could he please focus on problem called in for He then snaked the drain said it was ok and flushed the toilet a few times and gave me a bill for 360.00 dollars- no quote was given prior to this and I questio[redacted] the charge and he relied Im giving you as break since I was here almost 3 hrs- Would not of been there that long if he had went right in and worked on the issue called out for but he seemed more interested in trying to get me to have him fix a p trap on shower drain. I was not given a receipt and had to call into the office the next morning to ask for one.Tech called me and scheduled to meet at my work to get this completed- Form was filled out incorrectly and did not really what was done and breakdown of charges for service.That evening when I got home I flushed the toilet a few times to check on things and clear water came up from the shower- this was about 3:15- called service and informed them problem was not fixed and to please sent another plumber as the first guy wasnt qualified or professionalNew guy showed up around 5pm and seemed upset that he was called stating the other guy should be the one who came back. He then went under house with snake and cutter and came back out and said line was still full and snake hit a snag about 20 ft out and needed to camera the line- he would put ASAP on the request. Stated he was not going to charge me for tonights visit but had to write up a ticket stating he cut up roots in the system which was not true but said this was the only way not to be billed- ? I reminded him I was not expected to pay since first job was incomplete and Customer service person had confirmed this since when I called in. I asked for the manager to call me as I was not satisfied with how things were being handled. I informed Wednesday camera was not going to be available till Friday- appointment was scheduled for 8 to 9 and I asked for as close to 8 as possible due to a conflict with work. Two guys finally showed up right before 9:30. This time camera used and [redacted] marked a spot in the back yard and a 2 ft paint line was drawn to where supposed root was found - They then went back to their truck and made a call quoted me over 1800 to dig up and repair line. Price was reduced down to 1,400 after I reminded them I had already paid 360.00 and was told this would be applied to repairs. I asked how much I could save if I had the pipe dug out for them and was quoted 700.00 which I agreed upon with them returning Monday the 6th by 9am. Saturday October 4th 2 friends and I dug up the line where they marked and found no breaks, leaks or roots so we continued to dig all the way to out to septic tank and back towards house now creating a hole over three times the area [redacted] had said where the problem was. At this point I was concer[redacted] they were wrong in their findings. Monday the 6th of October I waited and finally called the office asking where the Guys were as they had said they would be at the house no later then 9am. And it was now going on 9:30. She would check into this issue and call me back- I landed up having to call back again after waiting another 30 minutes for the promised return call. I was placed on hold and another person picked up- saying Im so sorry and that a [redacted] was being sent out. I asked her who was this person was and did he even know what the heck was going on and she said yes. I asked for the Managers name and asked again for him to call me as I was by this time very unhappy with the services and lack of follow thru. [redacted] showed up after 11:00. This after I had taken the morning off of work and waited over 2 hrs from the scheduled time. I had even requested a friend to be at the house to make sure everything was going to be done correctly making him late for his commute to work in Reno.[redacted] came up my driveway and said dont shoot the middle man I found this to be disrespectful as it was not my fault the company has employees that seem incompetent and this just confirmed my thoughts that Preferred Plumbing and Drain employees have no respect for their customers.I asked if he knew why he was there and he replied to fix a broken pipe with roots.I asked why repair a pipe if its not the problem since we had found nothing he said well I can see about getting you the 360 back and we can both walk away and just call it a day. When asked if he could snake from new access point we found in our digging but he didnt have a snake with him as he was only prepared to fix the pipe.Discussion on how we should proceed [redacted] said we should dig up tank lid and look for roots and Septic needed to be pumped. He would fix the pipe as it needed a clamp (seal) on the intake pipe that is not there-Which I later found out from a knowledge Septic person that a seal was not intended for this spot. [redacted] also wanted to install a raiser on the access but Septic guy said that would be a major mistake as we would not be able to get a snake in after that was done. Agreement was made for [redacted] to come back out the following Monday October 13th by 11:30 and Confirmed no extra charges would be added on. I dug out the septic lid on Saturday Oct 11 and then called a septic company to have lid removed. This company called me back within 30 minutes and confirmed they would come out today if they had time to help me out. This Septic Company called me back 2 hours later and said [redacted] will come straight out to my house. He had the lid off and noted some tree roots around intake pipe area and had the taken out and we watched the intake pipe flow free. Per [redacted] this tank did not need to be pumped and [redacted] even took the time to look over the pipes [redacted] wanted to replace and [redacted] replied are you kiDesired Settlement: I would like a full refund of the 360 dollars paid the first night since problem was not resovled, I also paid an additional 250 dollars for the camera only to later find out this did not show the problem either or they don't know what they are seeing on the screen. Total spent 610.00 dollars for nothing to be completed by Preferred PlumbingI have taken time off from work had to cancel several appointments. I have also asked for a Manager to call me and this has never happened.

Business

Response:

After reviewing all invoices we have discovered that customer Teri Brock did sign that she was satisfied at the time, we found out after the fact that she was indeed dissatisfied. We have spoken with Teri Brock and will be refunding the full $610.00 per our conversation today Monday November 10, 2014.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.