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Pronto Plumbing & Drains

Spring Valley, California, United States, 91977-1412

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Pronto Plumbing & Drains Reviews (%countItem)

• Feb 26, 2024

Technician deceived me, then his manager lied to me again
We called Pronto to assess our water heater in January. The technician, Jesse, came out to our house on January 11 and told us we would need a new one. He showed me the figures for one with a tank - about $6300, and a tankless one - about $7400. Jesse told me I could receive a rebate for the tankless water heater from the gas company. I asked how much and was told about $1400. I said that the tankless water heater would actually cost us less than one with a tank. My husband came into the room and I repeated what Jesse said and he responded in like fashion that we would actually end up spending less for the tankless one.
Flash forward four weeks and I received a check for $400 not $1400. I called in to complain and had to repeatedly call to get a response from Jesse's manager, Bobby. When Bobby called I repeated the events surrounding choosing the water heater and he said it was all heresay and there was nothing he was willing to do. I told him he should teach his workers not to tell customers the amount of the rebate and that they should tell customers to research it for themselves before making a decision. He just kept repeating that there was nothing in writing and that I could always get a tax break next year for installing a high efficiency water heater. I repeated that he should tell his men not to tell people the rebate amount. He insisted that some gas companies gave as much as $1400, which is a sham because according to the pa.gov site rebates range from$250 - $500. He then basically told me I was fabricating the story because he, Bobby, wasn't present for the conversation. That was the last straw. Remember to get everything in writing with these companies because they will try to deceive you to get your business.

I was so please with the service I received from Technician and the men from Pronto that worked with him. They done a awesome job!! with the Sewage main line issue in the basement and outside that we had on our property, they went far and beyond the service. Very polite, understanding and answer questions and on point. the work was clean and I was amaze of there service!! I would and have recommend of there service that I received. It was salty of the price, that we didn't expected to be, but it had to get done. Thank you, Thank you.

Pronto went to my elderly fathers house for a simple clogged drain and ended up flooding his house. Now, my elderly Dad has has to move out of his house to repair the water damage. Do not use this company!

Pronto Plumbing & Drains Response • Feb 01, 2019

Pronto Plumbing was called out to the property for a clogged hallway bathroom sink. The technician vacuumed the water from the sink to be able to remove the p-trap under the sink and run a simple 75 machine. The snake would not pass the p-trap (less then half a foot used) plumbing under the sink. The technician used suction by vacuum for two minutes and cleared the line. Technician installed existing p-trap under the sink and ran water to test that line was unclogged. Within a minutes of running water, water started to appear from under the hallway wood/laminate flooring. My technician suspected a broken drain further down the sink drain. The grandfather started to accuse the technician that we broke the line and told my technician to leave the property. The grandfather called the office to complain and the office manager told him that we needed to send a supervisor and crew to clean up the mess and said he did not want any help from anyone from Pronto Plumbing. My technician tried to explain to the grandfather but he would not proceed with allowing the technician to proceed with further diagnosing the drain. Pronto offered him help and cleaning crew but he did not want us there. We have been to the property many times and never had a problem before. Please call us at (619)691-7765 to discuss how we can proceed with the possible broken bathtub drain at (619)691-7765.

I called pronto plumbing due to an emergency water leaks and she have scheduled a time for them to show up between 1100 - 1200. Waited after 1210, called them up again and she said they will be late, show up time now is 1pm-2pm.

Pronto Plumbing & Drains Response • Feb 01, 2019

Pronto Plumbing is very sorry for the inconvenience. Customer Service will call you very soon and discuss how we can make it up to you. If you have any questions please call us at (619)384-6389.

My dad, who is 85, had his water heater replaced and it appears he was taken advantage of by this company. The contract/invoice the company issued him doesn't provide any specifics about the materials and service received, but is very general in nature. Upon looking at the job and materials it appears he was overcharged at least $500. I am his son and have contacted the company 4 times on his behalf within 2-3 weeks after the job was done requesting a more detailed itemized invoice listing specifically how the company calculated the amount charged to my dad. Each time I spoke to a representative of the company who stated that a supervisor would be calling me or him that day or the next business day, but no supervisor has called to date. The customer service is very unsatisfactory as it appears that after they took advantage of my elderly father they now are ignoring my requests to clarify the charges for this service.

Pronto Plumbing & Drains Response • Oct 05, 2018

Sorry for the late response but our company was not trying to avoid your complaint or this accusation but we had to wait for the technicians statement/specific details that occurred on this jobsite. The technician was on a personal leave and we were not able to get ahold of him until recently. My technician did try to contact your father due to the fact that he is the responsible party for this service. Pronto Plumbing fully understands that you think that your father was taken advantage of but we were contacted by your father to provide an estimate for a leaky water heater. Your father may be 85 years old but he was fully capable to understand that the water heater needed to be replaced. My tech provided an estimate to which he agreed to the price that was given to him before we started the job. He also signed our invoice after the job was completed stating that he was fully satisfied. You father agreed to an estimate to remove an existing water heater and have our company dispose of it. To replace with a new 40 gallon American gas water heater with new Supply Lines, T & P Valve, piping, and a section of new vent line. The Technician was also there for a total of 7.5 hours to complete the job. He also took a great deal of time to move a lot of your fathers personal items from the work area to be able to remove the water heater and install a new one. The price provided to your father is fair for the plumbing industry. Our company does not charge per the hour but by the job and materials alone were more then a thousand dollars. My tech was there for 7.5 hours to make sure the job was finished to the highest quality. Attached is a copy of the invoice. The homeowner was also provided a discount of $125.00. Pronto Plumbing & Drains, Inc. finds that our technician did a great job from start to finish on the job and that a refund of more then 500 dollars is not valid for this complaint. I can offer a courtesy of 100 dollars to resolve the matter.

Customer Response • Oct 12, 2018

Thank you for finally responding to my complaint. In response to the reply the business
provided, I particularly object to their claim that my dad was fully aware of
the situation and was fully capable of understanding the contract. My father not only is 85, but recently had a
stroke which has noticeably affected his cognitive ability to fully understand
much of anything more less a poorly written and vague contract for replacing
his water heater that I myself don’t even understand; hence, my request for an
itemized contract which details the charges more specifically.

If your technician tried to contact my father, please
provide proof of that because I checked his email and talked to him and his
wife and they do not recall any such attempt to contact him via phone, email or
by any other means. Likewise, if you
believe that he was provided an estimate, please provide that to me because
when I asked him about it he said he was not offered any estimate before the
job started, only the contract after the job was finished which seems very
suspect to me.

My primary complaint remains that it appears he was overcharged at least
$500 and taken advantage of and so what I would like from the business is simply
a clearer invoice that details and breaks down all the charges because they
simply don’t make sense. Thank you for
attaching the original invoice, but we already have it, I was hoping for
something that actually helps explain the excessive price charged to my
father. In lieu of this, I would appreciate at least a
$300 rebate even though I believe in all fairness it should be more like
$500. As far as I can calculate, the supplies
cost roughly $800, a disposal fee of maybe $50-100 and about 6-7 hours of
labor. Unless you can provide to me an
itemized contact defining something different it would appear that you are
charging him roughly $1,000 in labor charges. I
don’t object to your company making $100-200 on the job nor do I object you paying
your servicemen a good rate of say $60/hr. or an equivalent salary, but what I do object to is your
company taking advantage of my 85 year old father who recently had a stroke
which has left him cognitively impaired.

Pronto Plumbing & Drains Response • Oct 16, 2018

The technicians interactions with your father show there were no cognitive disabilities. Your father made the phone call about a leak and demonstrated to our technician where the problem was occurring. Also the homeowner was always checking up on the technicians progress from start to finish. The wife was also there the whole time with no concerns other then the time it took to complete the job. Your father was given a verbal estimate and he agreed to the work. The tech completed service and your father was given a invoice to where your father signed in four different locations and gave a credit card over the phone to make payment once job was completed. Your father was satisfied. We cannot discriminate against the elderly or their abilities to agree to a contract. We also cannot ask them of their mental or physical history. Your father or his wife did not mention a stroke and is none of our concern. If your father was indeed not able to communicate with the technician we would have refused the job or tried to help the person locate a responsible party to resolve the issue. But you even state that you asked your father and the wife for a recollection so how is that fair. Our tech did try to contact your father three separate times with no answer. Pronto Plumbing does not charge by the hour for residential properties. If it was a commercial property the hourly charge would be $85 per hour and that is on the low side in this industry. The Technician had to remove the closet/storage door to where the old water heater and furnace was located in a tight storage closet in the back of the house. He had to remove the water heater from the back of the house and install new water heater and plumbing in a tight space. He also had to replace the existing vent that was not functional. The breakdown is $1070.00 in materials, Disposal Fee of $130.00 And labor of $665.00 = $1865.00. My technician was there for 7.5 hours and completed the job with excellent finishes.

Customer Response • Oct 19, 2018

I disagree with nearly everything contained in your responses to my complaint. No attempt was made to contact my father by your tech or any other representative from your company and I was completely ignored despite contacting your company 3 times following this job. It wasn’t until I got the Revdex.com involved that we received a response and I’m quite certain had I not got the Revdex.com involved your company would have never contacted us so please don’t make it sound like your company appropriately communicated with us regarding this job because that is insulting. The labor was $665? You don’t think that is excessive? My mom was not at the house when the water heater went down; she arrived to find the tech’s van in her driveway blocking her way into the garage. The only thing she had to comment about the job is that the tech was gone for nearly 3 hours (out to lunch or whatever). He was definitely not working on the water heater at the house for 7.5 hours. The materials don’t cost $1070. The water heater is like $580, probably less for a company who specializes in this business unless they order them separately based on individual job needs, the temperature/pressure valve is cheap, like $15 and the supply line, vent line is also very cheap (~$10) so I have no idea how you get $1070 and if I was present when your tech wanted to charge $130 for a disposal fee I would have done it myself. Anyhow, it is apparent that we are not getting a rebate of $300 and I certainly will not take $100 to reconcile this dispute. I entirely reject the company’s responses to this dispute and hope that the Revdex.com will give them a very unsatisfactory consumer rating based on my complaint with the hope that other consumers might read my compliant/rating and avoid having to endure a similar negative experience with this company.

I thank the Revdex.com for their service to us and the community.

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