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RDN Plumbing Reviews (3)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. A second evaluation was obtained from another professional plumbing company. It is determined RDN plumbing was incorrect with their evaluation. The location of the leak is not located behind the cabinets, as the wall directly behind the kitchen cabinets is a free and clear blank wall. The diagnosis RDN Plumbing made to remove the kitchen cabinets was incorrect.  The explanation provided by RDN Plumbing does not excuse the unprofessional behavior and attitude demonstrated by the technicians and staff. My request to for reimburse stands.  The reimburse of $75 for the service call and $89.95 for the unexplained hole they had cut into the wall. 
Regards,
[redacted]

ID[redacted]Problem Occurred: October 28, 2014 and not on October 22, 2014 as stated by the Customer in her Complaint Background. The work order was not received by RON Plumbing, LLC by email until October 24, 2014 from the Customer’s home warranty program.Business Response to the Customer's Statement...

of the Problem:RDN Plumbing, LLC has attempted through numerous phone calls and 2 separate appointments to resolve this issue with the Customer so that her plumbing leak was repaired, however she refuses to make access in order for us to get to the leak within her wall behind her cabinets. If she would have her cabinets moved and an access hole made, the plumbing repair can be made. She has been told this on numerous occasions by phone by different people in the RDN Plumbing, LLC Office, as well as by numerous Representatives at [redacted].The plumbing work order was assigned to us by [redacted], the Customer’s home warranty program on October 24. On October 28, during the 1st visit, the Technicians were at her home for 1 hour and 40 minutes assessing the plumbing issue. Here service fee, that we collect on behalf of [redacted], per their contract, is $75. She paid her $75 service fee by check. If the repair is covered under her warranty, this is the only fee that she will pay. Upon diagnosing that the leak was coming from her soil stack and running down it and then showing up in the basement, the Technician recommended that the Customer contact a Restoration Company to use specialized equipment to pinpoint the exact location of the leak. The Technician was unable to determine the exact location of the leak due to the fact that the stack runs from the basement, through the 1st floor and the 2nd floor and is behind walls and under floors. The Customer did not want miscellaneous access holes made in the walls in order to locate the leak. Without access holes for visual inspection, which [redacted] does not include as covered items, the Technician would not be able to make a solid diagnosis. On October 28, the Technicians left the house with the information that the Customer would be in contact with the Restoration Company we recommended and they would use moisture detectors to pinpoint the leak, then the Technician would return to make the repairs to the soil stack. The Office of RDN Plumbing, LLC was given this information as well, which was typed into the Customer's account.On October 30, the Restoration Company contacted our Office and informed us that the leak was located inside the wall and the wall was marked, however the Customer did not want him to open up the wall while he was there. She told the Owner of the Restoration Company that she wanted the RDN Plumbing, LLC Technician to come back and open the wall. The Office then called the Customer to schedule an appointment and left a message stating that. The Customer returned our call either on Friday, October 31 or Monday* November 3 and rescheduled for the Technician to return on November 5. In this phone conversation, the Customer stated that the Restoration Company did not make access to the leak but only marked it because ‘they don’t do that.’ This statement was questioned for clarification purposes because that is exactly what the Restoration Company performs during their jobs, making access and locating inaccessible leaks, etc.Upon arriving at the home on November 5, the Technician informed the Office that the Customer slated to him that she didn't want the Restoration Company to cut holes and didn’t believe that the leak was where it was located by them. She requested that the Technician make access in other areas that she thought were appropriate for diagnosing the leak because her opinion the leak was elsewhere. The Technician voiced his opinion that he did not agree with the Customer concerning where the teak was coming from. The Customer was quoted a price of $39.95 for making access for visual inspection of what she thought was leaking and making a diagnosis. Cutting through plywood and Insulation to access the 4” 90 in the basement and cutting access into the 2 floor hallway to access the bathtub waste and overflow resulted in the diagnosis of 'not leaking.’ The Technician confirmed with the Customer that his original diagnosis, as well as the Restoration Company’s, was what he still believed to be the case, which is the horizontal or stack drain is leaking within the wall and running down into the basement, creating the ‘waterfall’ the Customer is referring to. The Customer wrote a check for $89.53, as well as signed the paperwork authorizing the work to be performed. So she signed twice authorizing for this work to be done. She not only authorized the work to be done for the diagnosis, but asked for it to be done, even though the Technician suggested against it. This $89.95 was paid directly to RDN Plumbing, LLC and was separate from the [redacted] work order, as this was a diagnosis that the Customer wanted done on her own.RDN Plumbing, LLC was not informed in the Office that the Customer felt the Technician was rude and intimidating. We certainly would not approve of a Customer feeling this way. If we would have been informed of this after the l" appointment, we would have apologized and would have sent a different Technician to the 2nd appointment. These statements were never told to us in the Office and we were not met with any objections when sending the same Technician to the Customer twice. We still have not been told by the Customer that she felt the Technician was rude and intimidating. We are learning this by her Complaint here.The cabinets need removed so that the wall can be opened up in order to make the repair on the leaking stack. RDN Plumbing, LLC are Plumbers, not General Contractors, so the Technician again recommended the Restoration Company to remove the cabinets and make an opening in the wall. Once that is complete, the Technician can return and make the plumbing repair. Again, [redacted] does not cover access to repair a covered issue and this is the Customer’s contract with [redacted]. Not our conditions. This [redacted] Customer is not required to continue to schedule with us as the Contractor for her job through [redacted]. She can request a different Contractor to return to her house and give a Second Opinion, an well as make any repairs and the $75 service fee would not be paid again for a different Contractor.As far as the Customer calling numerous times into the Office, the phone conversations with scheduling, follow up and incoming calls were taken by myself, the Operations Manager, and [redacted], the Assistant Operations Manager. We sit next to each other so conversations can be heard and shared between us. During the phone call that the Customer is referring to, which was the 4th conversation the Office had with her, [redacted] was very professional and matter of fact with explaining the access issue with the Customer until [redacted] was told by the Customer that she didn’t understand the issue because she 'just answers the phone’, at which time [redacted] asked the Customer not to ‘belittle’ her. The Customer stated she wanted a different Technician because she didn’t agree with [redacted]’s diagnosis. Again, [redacted] told the Customer to make access like it had been explained to her numerous times by our Office and by [redacted] and until that was done, we would not be returning to rediagnose her plumbing issue. [redacted] also explained to her that she wouldn’t send a different Technician because [redacted] had been there twice and was familiar with her job and if she wanted a different Technician she would have to call [redacted] and request a Second Opinion from a different Company. [redacted] was not at all dismissive, but did tell the Customer that she was being argumentative. The Customer asked [redacted] for her name, which she gave her but refused to give her lost name. For information sake, [redacted] is the Owner’s Daughter and has been in the plumbing business for over 20 years. If anyone in our Office is overly knowledgeable with terms and conditions of [redacted], Customer Service, scheduling, and general plumbing knowledge, it is her. Explaining the Customer’s own terms and conditions regarding her contract with [redacted] is not technically [redacted]'s responsibility to do for the Customer, so in taking the time to do so shows that [redacted] was not hostile or unreceptive. She actually took extra time to try and explain things to the Customer and in doing so, she herself, was belittled and felt humiliated by the Customer.We would have liked to have had this Customer’s plumbing issue fixed and have been willing to cooperate with her in accomplishing the job through [redacted]. We will not be refunding her service fee, as that is a required fee of [redacted] in order to have a Service Call dispatched to a Contractor and we collect that on behalf of [redacted]. We performed service for her and feel that the $89.95 charge of the trip and diagnostics for the 2 appointment is very fair and what the Customer wanted, therefore we will not be refunding that charge either. We are sorry that she feels how she does and we wish we could have resolved her plumbing issue. RDN Plumbing, LLC feels that we did what we could with Appointments, Customer Service, conversations with the Customer and [redacted], referrals to a Restoration Company, and in depth explanations to the Customer regarding her [redacted] contract.Thank you.[redacted]Operations Manager, RDN Plumbing, LLC

Review: RDN Plumbing provided through [redacted] evaluated a plumbing leak within my home and demostrated unprofessional behavior. The technicians assigned to my project were rude and intimidating and failed to identify the problem. When I called the office, I was immediately met with rudeness and aggression. The woman who took the call was named [redacted] and was hostile and unreceptive to my plight. She told me that I was clearly it was my fault that the technicians could not identify the problem. The problem is clear, there is a waterfall in the basement area. The technicians cut holes into the walls without notifying there was an additional charge. I patiently explained that I had not authorized the technicians to cut holes into my floor and wall. She dismissed me and told me I was just being argumentative and would not send out another technician to evaluate the problem. I was humiliated and incredibly angered by this behavior. Someone with such poor people skills and a lack of common courtesy should not work in customer service.Desired Settlement: I would like a refund of the $75 service fee and the fee of $89.95 for cutting an unauthorized hole in my floor.

Business

Response:

ID[redacted]Problem Occurred: October 28, 2014 and not on October 22, 2014 as stated by the Customer in her Complaint Background. The work order was not received by RON Plumbing, LLC by email until October 24, 2014 from the Customer’s home warranty program.Business Response to the Customer's Statement of the Problem:RDN Plumbing, LLC has attempted through numerous phone calls and 2 separate appointments to resolve this issue with the Customer so that her plumbing leak was repaired, however she refuses to make access in order for us to get to the leak within her wall behind her cabinets. If she would have her cabinets moved and an access hole made, the plumbing repair can be made. She has been told this on numerous occasions by phone by different people in the RDN Plumbing, LLC Office, as well as by numerous Representatives at [redacted].The plumbing work order was assigned to us by [redacted], the Customer’s home warranty program on October 24. On October 28, during the 1st visit, the Technicians were at her home for 1 hour and 40 minutes assessing the plumbing issue. Here service fee, that we collect on behalf of [redacted], per their contract, is $75. She paid her $75 service fee by check. If the repair is covered under her warranty, this is the only fee that she will pay. Upon diagnosing that the leak was coming from her soil stack and running down it and then showing up in the basement, the Technician recommended that the Customer contact a Restoration Company to use specialized equipment to pinpoint the exact location of the leak. The Technician was unable to determine the exact location of the leak due to the fact that the stack runs from the basement, through the 1st floor and the 2nd floor and is behind walls and under floors. The Customer did not want miscellaneous access holes made in the walls in order to locate the leak. Without access holes for visual inspection, which [redacted] does not include as covered items, the Technician would not be able to make a solid diagnosis. On October 28, the Technicians left the house with the information that the Customer would be in contact with the Restoration Company we recommended and they would use moisture detectors to pinpoint the leak, then the Technician would return to make the repairs to the soil stack. The Office of RDN Plumbing, LLC was given this information as well, which was typed into the Customer's account.On October 30, the Restoration Company contacted our Office and informed us that the leak was located inside the wall and the wall was marked, however the Customer did not want him to open up the wall while he was there. She told the Owner of the Restoration Company that she wanted the

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Description: PLUMBING CONTRACTORS

Address: 1060 Forest Avenue, West Homestead, Pennsylvania, United States, 15120

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