Preferred Plumbing & Drain

Review: On 1/11/14 I hired Preferred Plumbing to clear a backed up drain in my laundry room. Later that night, my kitchen flooded due to a improperly replaced drain trap. The next day my laundry room flooded due to the drain not being cleared properly. At this time I contacted the manager about my experience. He agreed to give me a refund for the poor service. I had another plumber clear the drain properly. On 2/7/14, instead of a refund, my credit card was charged a second time for the same amount ($140). I cancelled my credit card and contacted Preferred Plumbing again about my refund. I was told I needed to fax a copy of my bank records to show the charges. I did this and still did not receive my refund. I contacted them again and spoke with a manager ([redacted]), and was told that he would refund the double charge, but not the original amount because I signed an after service survey saying that I was satisfied with my service. I explained that that was signed when the service person completed the job, before the poor work flooded my house twice. At this point he agreed to refund the full $280. He said that a check would be mailed out the following Tuesday. The following Friday I contacted them again and was told a mistake was made and that a check would be mailed out the following Tuesday (again). The following Monday I again contacted them and informed them that if I didn't receive my refund by that Wednesday I would file a complaint with the Revdex.com. I still have not received my refund.Desired Settlement: I would like a refund for the full $280 that I was repeatedly told was being mailed to me. I will consider this matter resolved when I receive a check from Preferred Plumbing for $280

Business

Response:

We have contact Mr. [redacted] and sent his requested refund for 280.00. The original person handling his complaint has been out with a family issue and did not pass the info on to accounting. We apologize for the dropped ball.

I called for a plumbing emergency on a Sunday because we were without water due to a broken pipe, I called my insurance company to make sure they could bill them I spoke with someone named Cate with my insurance company and she said everything was ok and that they would come out within the hour I waited almost two hours, called to see what was going on and she said that it would b another two hours for them to come out, I waited again just to have Kim call and say that they no longer worked With my insurance company!!!! I asked her why I took all day for them to call and tell me that I could have called another company she said she had just go the service order an hour ago and still waited an hour to call me!!!!! I was with out water all Sunday because people there don't take their job seriously enough to call the customer and let them know what's going on I had a horrible experience and will never use them!!!!! When I called the girls were talking in the background and laughing

Review: Water was backing up in my bathtub, so I called Preferred Plumbing and Drain as I found their name in the phone book. They came out in a timely manner. The plumber who came out worked only outside on the main line, never even going into the bathroom to see where the bathtub was backed-up. He worked for about 75 minutes and charged me $262.50. The next day when I took a shower the bathtub was still clogged. I called Preferred Plumbing again and said that they never fixed the clog. I was told I would not be charged for another visit. A different plumber from Preferred came out and tried to charge me $149.00 to fix it. I told him that I was told there was no charge. He called his boss and got it okayed to fix for the original fee. The plumber used a snake in the tub. He worked for 30 minutes and was unable to clear the drain. He told me he would have to have his boss call me tomorrow about getting on the roof with scaffolding to clear it from above or go under the house and cut the concrete. The plumber left very dirty water in the tub. I had to get a cup and bucket to clean it out myself. Today, Tuesday, I called a different plumber who came out and snaked the drain for 20 minutes. He got it cleared and only charged me $85.00. I want a refund from Preferred Plumbing and Drain and I will never recommend them to anyone.Desired Settlement: I would like a full refund of the $262.50 from Preferred Plumbing and Drain for unsatisfactory service and repair.

Business

Response:

We are still trying to get a hold of the customer. I have left voice messages. We are trying to get this issue resolved.

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.

Preferred Plumbing and Drain has agreed to refund the total amount I paid for their service. I am satisfied with this outcome.Sincerely, [redacted]

Review: I called this business to come and repair a leaking faucet. They sent out one of their employees who came two days in a row(06/23 and 06/24). After informing him that the faucet was still leaking he denied it. I went ahead and paid him( $406.29 on 6/23 and $117.22 on 06/24) and he left. The following day after he left my faucet were still leaking. I have called them so they can fix the problem but it has been difficult establishing contact.Desired Settlement: I just want the leaking faucet to be fixed.

Business

Response:

Business states they have been in contact with the customer and the issues have been resolved.

Consumer

Response:

Consumer states that they have spoke to the business and an agreement had been reached. A refund for half of the amount paid would be given.

Review: On Aug 27th,2014 my tenant plumbing was backed up for two days, so in desperation, I gave him the OK to call a plumber. He called Preferred Plumbing & Drain around 1pm. They came & gave him a quote of $280 to fix the problem. I agreed to pay this amount as long as my tenant plumbing is working again. A few hours later at 3:55pm, the service person [redacted] called me to tell me that they couldn't fix the problem and it would cost me $750 to install a total cleaning system. I called my dad to see if this is a fair price since he is the owner of the house. He said that he will come & fix the problem and was furious at the $750 fee. I called [redacted] at 420pm to tell him that I can't afford his quoted price. He said that he still need to charged me $150 for the time spent "trying" to fix my tenant's plumbing. I called his manager [redacted] to try to negotiate the price down since I don't see why I have to pay for a service that was not completed. [redacted] was very rude & condescending. He asked how my dad fixed the problem & stated that his service person would not be able to do the same task without heavy lifting machines. My dad is 64years old and he fixed the problem in 1.5hr without heavy machinery. He said he will leave the message to the other manager [redacted]. I never got a call back from [redacted] and they just had their secretary called me to collect the money for the "service" they provided.Desired Settlement: I'm very unhappy with the customer service provided by their manager [redacted] & [redacted] and feels like my complaint to the other manager is ignored. All they wanted is to collect my money for a service that they did not fix. I do not want to pay the $150 for a service that was not complete.

Business

Response:

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.

Review: On 2/26/15 a technician named [redacted] arrived at my residence at 9:30 a.m. to clear a drainage problem with the main line. At 10:05 a.m. the work was completed and I was handed an invoice for 2 hours of work at $145 per hour, for a total of $290. When I questioned the time onsite, [redacted] called a dispatcher who said he arrived at 9:05, so I gave him the benefit of the doubt and wrote a check for $290. When I reviewed the invoice after the technician left, I noticed it had another customer's name and address on the top of the form, so I called the office. I spoke with [redacted] and explained the situation, that the technician had been onsite for less than an hour and gave me the wrong invoice. [redacted] said she added notes of the issue into their computer system, and that a corrected invoice and refund check of $145 would be mailed to me on 2/27/15.I didn't receive a corrected invoice or refund by 3/6/15, so called again, was transferred three times, and was told by a representative named [redacted] that [redacted] was busy, and that a corrected invoice and refund check was being prepared for mailing on 3/7/15, and that I should receive it by 3/10/15. I still haven't received anything in the mail from Preferred Plumbing and Drain, and feel I'm being given the run around, so am contacting the Revdex.com for help resolving this matter.Desired Settlement: $145 refund.

Business

Response:

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.

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.

I called Preferred Plumbing to see if they could retrieve my elderly mom's lower dentures from the toilet. They had to break the toilet to check if they were stuck up in there so I had to have them install a new toilet. (Well worth it, considering new denture would close approx. $2,500.00) I asked them to install an Eljer like the one she but they were not able to locate one locally so I asked them to install a name brand, good quality toilet similar to the one she had. They installed a Kohler, however it was much lower than the one she had and it did not have a self-closing toilet seat like to the she had. I spoke to a supervisor and he said they wanted us to be happy with it. They installed another toilet (Kohler also, but comfort height like she had) and a self closing toilet seat. I was very impressed with their quick and professional services and would highly recommend them. There aren't many businesses around anymore that aim to please like they do!

Review: I don't know if I have a case? When my shower backed up I looked in the phone book for a plumber. Preferred Plumbing had a two page ad advertising free estiments. I called them and the woman who answered the phone said that the estiment was free. She said they would be over to my house in a hour. Two hours later they had not arrived and I had to leave for a Dr. Appt. My son was home and when they came be told my son he had to snake the toliet before he gave him a free estimate. When I got home he was snaking the toliet. I told him I just wanted a free estimate, he had my son sign papers to pay for the free estimate. He then said that a man from Modesto wold have to come to run a camera down the line & it would cost $250.00 to see what was wrong in order to give us a free estimate. I said ok because I felt pressured into it. He came & spent 2 hours with the camera and to my observation it should have not taken more than 20 Min. for the camera and so the free estimate cost me $800.00. The ad in the phone book is misleading and the woman on the phone was also misleading. They never told us that it was going to cost us to give us a free estimate. They also broke the end off our weathervane & bent it when they were in our backyard.Desired Settlement: What happened to the free estimate?

Business

Response:

If all charges were not explained prior to doing the work and our customer was not satisfied we will do what it takes to make them happy. We never want people to feel like they did not get more than they expected.

We apologize for any miscommunication or lack of communication.

This will be handled to their satisfaction today.

Consumer

Response:

Concerning our complaint against Preferred Plumbing, they have sent us a full refund of $800.00 - Thank you for your help in this matter.

Review: Preferred Plumbing and Drain damaged my flooring while doing an unrelated plumbing repair on May 29th, 2014. The company agreed to repair the damage, but after numerous appointment no shows the company still has not made the repair to date.Desired Settlement: Reimbursement for monies spent hiring contractor to replace flooring.

Business

Response:

we have been in contact with customer to reimburse them for the damages done to the floor.