Reliance Plumbing Sewer & Drainage Inc.

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

I am sorry this customer feels this way and that we can not come to a resolutionCustomer agreed on paying after hour charge and I have again talked to my plumber that went out and he still has photos of flooded neighborhood from when he went out that nightI can schedule owner or supervisor to go out for a free home inspection to give estimate to prevent customer from flooding in futureAgain I am sorry customer feels we failed him at providing quality service

We have since talked to customer and had not ran his credit card for $and came to agreement to run credit card for $Also customer had not yet got work done so if he decides to use our services we will then deduct $charge already paid from invoice when work is completed

Complaint: [redacted]
I am rejecting this response because:The plumber agreed that connecting hose and redirrecting it outside was a reasonable solution, yet he DID NOT have hose, pump or parts to connect it to our sump pump. My wife and myself have asked him several times to help us redirect the water! Once again his answer was - he DOES NOT HAVE tools! He didn't go back to his truck to check for parts or find other solution, nor did he make any attempt to help (besides telling us to call repair service in AM). Most pumps (including external) are able to discharge well over 1200-1500 gallons of water per hour. Using 5 Gallons buckets, it took me, my wife and kids several hours to manually take out about 300 Gallons of water out to my frontyard. The plumber came for an emergency call WITHOUT tools or desire to help and cared only about collecting the money!     
Sincerely,
Alexander Feoktistov

Customer called on 07/23/16 for emergency service and agreed over the phone to pay our $299.00 after hour charge and provided us with credit card. A plumber from Reliance Plumbing arrived at his house at 12:09 AM on 07/24/16 and after he accessed situation he realized sump pumps were not keeping up...

and there was nothing he can do at that time. Customer did make suggestion to redirect water outside and after talking to my plumber who has years of experience he said that would have not made a difference because of the amount of water they were getting. Also our plumbers are in a fully stocked truck with tools and material and if he did not have any parts we have our office which has parts and other plumbers who have parts so not having tools or parts was not an issue. I apologize there was nothing we can do at the time because we want to help every family in any way possible but in this case there was nothing that could be done besides what family did on their own by collecting water into buckets. If customer would have called us back we would have given estimates to correct the situation so that next time there is a storm they do not flood however they did not do so. There was verbal agreement with Reliance Plumbing and [redacted] for $299.00 for the plumber just to go out and Reliance Plumbing fulfilled that obligation when our plumber arrived at their home at 12:09 AM on 07/24/16.

Complaint: [redacted]
I am rejecting this response because:As I have mentioned in my earlier reply, we (12 and 14 yo kids, my wife and myself) were able to prevent major flood (that was inevitable if nothing was done) with just 2 buckets and a lot of man power and frustration. So, to say that "nothing could be done" is incorrect and "experienced" plumber should've known and recognize that. We still got some water in the basement but with our effort we were able to limit it to just single room (otherwise, at least 325 Gallons of water would have ended up in our basement). The plumber came in before the water started coming out of the sump pump pit. Had he had equipment (which he himself told us that he DID NOT HAVE pump or hose or connectors. And my wife can confirm that, as she was present during the entire conversation) we would have prevented water entering the basement floor. Had the plumber put in the backup pump, we would've prevented water entering any of the rooms at all and we would not have to carry 65 buckets of water outside by ourselves (any pump would have been much more efficient than that). The flood was totally preventable had the plumber had desire and tools with him. Once again, this is not my assumption, but the plumber himself told us that he has NO necessary tools with him to pump the water out.So to make it simple:1.     The plumber came for an emergency call,2.     He came before the water started coming out of the sump pump pit, while the situation could have been contained3.     He did not have tools (and if he did, he lied to us that he didn’t) 4.     He refused to provide any help/service.  5.     We were flooded at the end but we were able to minimize the damage6.     We could’ve prevented the flood completely had we had more efficient (than the 5 Gallons buckets) means of redirecting water (such as back up pump).   
Sincerely,
[redacted]

I talked to my plumber again who went out to make sure I know exactly what happened and he did explain to me again that what customer wanted might have possibly worked but with the amount of water it was simply impossible to redirect the hose to the outside without causing flooding because at the time customer had not yet flooded and it would take some time to make change in which customer could have flooded so he tried to explain this to customer. Again plumber who went out was in a fully stocked truck with material and tools and if he did not have something someone could have taken to him or he could have picked up at our office. I am sorry customer feels we failed him but plumber who went out has been doing this for many years and is very knowledgeable at what needs to be done in these situations and at the time there was nothing that could have been done but he did let customer know to contact us once the storm had subsided so we can give him different options to prevent this in the future.