Royal Flush Plumbing Reviews (%countItem)
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Royal Flush Plumbing Rating
Description: Plumbers, Plumbing - Contractor
Address: 2330 Hewatt Rd, Snellville, Georgia, United States, 30039-4023
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+1 (678) 609-1380 +1 (678) 354-0580 |
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This company is great! Came out to do work and unfortunately it got late and my 1 year old got ill and tired so he wrapped up he was doing and will be back tomorrow to finish the work. Also everyone you talk to is friendly and willing to help.
This is a world class company and the tech Jacob is a gem and an asset to the company. Thanks a million. I will always recommend this company and their compassion *** concern for their customers! Whenever I need a plumber I will always call Royal Flush Plumbing!!!
I just want to say that this is really a family oriented company. I had an issue today that was going to leave me and my family, with my 6 month old grandson, staying in a hotel. A nice gentleman came and inspected everything and was actually able to fix it today and WWAAYYY cheaper than the other companies. I want to thank Chad for everything he did, because of him I have running water.
THANK YOU
Thank you Justin for the great job you did in the kitchen and the bathroom! This is the 3rd job that your company has completed for me and I am very pleased with all of them.
Justin was great, going above and beyond. Not only did he know what he was doing with my plumbing, heeven tightened my loose door knob. Great customer service all the way around with company, including the plumber and phone support.
The guy that came out was more interested in the cars I had in the garage then what he came for. He quote me at first $89 to tighten a bathroom faucet sink(one), which was extremely high. I realized that his pricing was reflecting to what I had in the garage and not the actual work. After that I did not trust him, he gave me a quote of $179 to fix my tub faucet was high but my husband did not like the games he was playing, so he told him to leave our home
Very conscientious and professional Dwan and his assistant did a great job and I am very glad we called Royal Flush
Jacob R. did a great job yesterday replacing a pressure regulator and installing a new water heater. He arrived early to get started which I appreciated. His technical skills were great. He
figured out how to do something that prevented the condo from having to do a temporary
water shut off to fix the problem. He was neat and detailed. Good experience. I would use him again.
On time, thorough diagnosis and hopefully proper repair. Will have to wait to see results but I think we found and solved the concern.
All 4 I had dealings with this week we're knowledgeable, friendly, effective and got the job done. Will continue to be a customer of Royal Flush...,
Very satisfied
Dwan came to look at a shower leak and fridge water dispenser. He checked everything and asked pertinent questions to help solve my problems. He was professional and went the extra mile to ensure I received excellent service! Highly recommend.
I had wonderful experience with this company. The young lady who answered my call was able to calm me down and ease my worries. I had 3 leaky sinks and they had suddenly gotten worse. They sent Jose who came in the time frame they gave me. He was polite, professional, informative and got the job done. I couldn't have called a better service. Thank you all at Royal Flush Plumbing in Lilburn, Ga.
Refused to provide details of liabilty insurance after service resulted in a major flood of my home
On May 10 Royal Flush was called to my home to repair a leak in the main pipe into my home. The work order was placed by the HOA of the neighborhood. After repairing the water leak the plumber restored water to the home. At some point during the repair the water valve was damaged. When the servicemen restored the water supply, the full force of the community water supply flooded into my home. Because the servicemen did not establish where the master cut off was because restoring water, they were unable to locate a means to cut off the flooding water for over 1 hour. Volumes of water flooded my basement and belongings. I have asked Royal Flush for their liability insurance provider and they have refused to give it to me. My insurer has called them too and they have also refused to give it to them. I want to know who their liability provider is to I can file an insurance claim. This is not too much to ask given the circumstances.
Provide me with details of your insurance provider so I can take the appropriate course of action.
Mrs.,
During the service call in question on May 10, we completed a service call for the management company used by your HOA to replace the main water pipe leading into your home. While operating the valve which isolates your water supply from the community, it failed due to its age, and caused a flow of water to pour into our excavation and into your home through the hole which the water piping enters. Our technician worked quickly to stop the flow of water and replace the valve that failed. Once completed, we were in constant contact with our customer, the management company, about the next steps that should be taken regarding the damage to your home, during which time you called our office and we informed you of this, and asked that you submit your request for our insurance information in writing, which is standard practice by the laws of our state. Your insurance agent then repeatedly called and harassed our office employees and attempted to get them to admit fault for the issue, and he was repeatedly told to submit the request in writing (all agents operating in our state should know this law), which he ignored and proceeded to post negative reviews about us on several websites (which we have asked him to remove and he has not done so as of today). After not receiving any written requests from you or your agent, we spoke to the management company and gave them approval to pass our insurance information to you in spite of the fact that the cause of the flood was not a fault of our technician. Given this, you have already received our insurance information and filed a claim, which should suffice as a fully satisfactory resolution.
(The consumer indicated he/she DID NOT accept the response from the business.)
The details in this response are not accurate. I was refused insurance information by 2 different people at Royal Flush. I was told that the insurance information could only be provided to the HOA and would not be given to me, even though I am the homeowner whose property was damaged. Your office staff refused to give me your insurance details and told me that I had no right to that information. The statement given by the office staff more than once was "the HOA will have to request that not you". I am not a renter, I am home owner and you should have provided me with insurance information without a problem, since my home was damaged in excess of $30k. My insurance agent did not harrass you, they called to notify you that you were required to provide your insurance details, and they too were refused the information.
You state that you were in constant contact with me but I did not here from your office at all after the incident. At no point did anyone tell me or the Allstate agent to put a request in writing - we were told specifically that we were not entitled to your insurance details. But I am not surprised at the lack of honesty in your response. Your prices are excessively high, and your service is less than reliable, just like your statement.
Our response to your complaint was completely honest, and we are disheartened that you do not believe so. We will elaborate upon our previous statement in hopes of clearing up any confusion. You say that we should have provided you with insurance information without a problem, however our staff had no record of you being the homeowner, as that information was not provided by our customer, and there were still questions being answered as to liability, as the valve that broke did not do so as a result of any negligence or fault on the part of our employee. We were in contact with our customer, the management company who contracted us to perform the work, as well as our legal counsel, to work through these questions and get you taken care of as quickly as possible. If this was not properly expressed to you by the HOA or the management company, we recommend you speak with them about the situation. Our office staff were giving you and your agent our standard policy, which is that our customers may request insurance information by phone, and all others must do so in writing. This helps prevent people from trying to obtain our insurance information to file false claims. Your agent should have informed you of the proper steps to request the information, or taken the steps himself on your behalf, but he obviously did not do so. Saying he called to notify us of our required duty is false, unless he is admitting to not knowing the laws of requesting insurance information from a business. I have statements from the office personnel he spoke with stating that he was disrespectful, confrontational, and was asking leading questions in an attempt to get a confession of guilt and liability from our staff, but his inclusion in this situation is tangential, and not a subject we wish to expatiate on any further. Our goal is to satisfy the needs of our clients, and their clients as well. We apologize for the delays which occurred in getting a resolution to your situation, but yours was a unique case we had not encountered before and we wanted to verify that all of the proper steps were being taken to ensure you had no issues with your claim.
Consumers stated desired resolution was "Provide me with details of your insurance provider so I can take the appropriate course of action." Consumer has already been provided with this requested information through our customer and filed a claim. As such, this case should be closed with satisfactory resolution to consumer.
(The consumer indicated he/she DID NOT accept the response from the business.)
The appropriate response would have been to follow up with me after my home was damaged to such an extent. No body from the Royal Flush office ever called to check on anything with me. I have been told that the "valve" was old but I have been given no other verification or proof of that. It would make more sense that the digging equipment damaged the valve not age since I live in a community that is not that old. The work crew that came to my home at midday on a Friday stated they had worked a double shift before showing up at my home. The biggest cause of the severity of the damage was that it took the crew over an hour before they could figure out where the main shut off valve was to stop to hydrant of water gushing into my home. They should have determined where the main shut off was before allowing 15,000 pounds of water pressure to return to the line - as a precaution. The biggest issue of all was that no body has ever contacted me from Royal Flush to apologize, to follow up, or to even express concern. In fact when I first called to notify you of the damage and ask for the insurance details I was immediately spoken to rudely and dismissed. From the outset your service was terrible and you expressed no concern for the damage that you cause. I did submit an insurance claim and I hope that they too will ask for proof of the cause.
They did really bad job from me!! they only know how to take money from customers, they are not responsible. I felt that I was being deceived by a company ..... losing money. Please don't trust them ... please use another company .... don't give them jobs. I paid them for $ 4,635.00 for water leak .... they came in total four times ... finally water leak .... and still want customers to pay more ... ... so are they really cheating customers?
Justin with Royal Flush Plumbing came out, took a look at the shower and the video I took of the leak, and gave us two estimates of the scenarios that he believe was causing the issue and where to begin. So he perform the job as stated, and it worked. The leak stopped, we ran the shower for several minutes with my husband in it, and still no leak. Justin is the 3rd person that has looked at the leaking shower and the only one to give a reasonable explanation of the issue and had no problem answering the many questions I asked. I will definitely call him again if I have any more plumbing needs.
Royal Flush Plumbing charged for repairs that were not needed, the company never fixe the problem, nor did they obtain an inspection for the work thay they did from the city of stockbridge
city code 8.08.011(A)(1). I paid $4635.00.
Refund....I still have leaks...the job was not complete
Dear Customer,
We were truly saddened to learn that you were unhappy with the situation regarding your plumbing leaks. We have opened a thorough investigation into this matter, and our findings are below.
Unfortunately, you have polybutelene pipes under the slab in your home, and these pipes were nationally recalled for being defective. The reason for this recall is that they tend to leak, and once the first leak occurs, numerous additional leaks tend to develop rapidly.
As to your allegation that we "charged for repairs that were not needed, and never fixed the problem": You initially called us out because you had a high water bill, and we diagnosed this being caused by a leak under your home. We used leak detection equipment to determine the location of the leak, quoted you a price to make the repair, and after your approval of this quote, we broke up the slab in your home, dug down, and made the repair. Weeks later, you called us back out because you had water leaking again. We located another leak, this time in your laundry room. Since you had already had one leak, and since the type of pipes in your home were known to be defective, we recommended to you that you replace all the pipes with new pipes, and we gave you an estimate to do this. Instead of doing this work, you chose to have us simply repair the pipes again, presumably to save money. (We have the transcripts of these communications on file if you would like to see them.) Upon breaking through your slab to repair this new leak, we found that there were actually 3 leaks in this area, so we repaired them all for you, and at a deeply discounted rate. Later, you called us again because yet another leak had developed. This time, you wanted us to fix this leak for free, which we could not do.
As to your claim that we did not obtain a permit for the work we performed:
Stockbridge City Code 8.08.011 (A)(4)(d)(1) states, in summary, that permits shall not be required for repairs made to an existing pipe in order to stop a leak, which is precisely the scope of work we performed for you in regards to the 4 separate leaks that we repaired. If you had chosen to have us replace all the pipes, as we recommended, we would have pulled a permit for that work.
Again, we feel terrible that you have defective pipes in your home. We are willing to help you in any way that we can, but we are not able to do this work for free, or to give you a refund, as we have followed all the proper procedures, codes, and moral standards. To help you out, we are willing to give you an additional 25% discount on the estimate we gave you to replace the pipes in your home, if you would like to have that work done. Please let us know if you are interested in this.
Sincerely,
Dave ***
General Manager and Master Plumber
Royal Flush Plumbing
(The consumer indicated he/she DID NOT accept the response from the business.)
11/29/18: I have high water bill and the water meter run fast. I chose Royal Flush Plumbing, paid 75.00 for service charge. They come ,checking and said: will need to perform leak detection test to find leak . Cost 360.00
12/06/2018: I paid 360.00. they was performed leak detection and found leak in master bath.They put blue tape on the floor at the spot. Estimate for repair is 3,200.00.
12/11/18: I paid 3,200.00. The same performed leak detection and say not in the master bath. Found the leak in the kitchen and dig the line though to the living room. They said they fix it and done. Next day , I called them because the meter is still moving mad crazy.
12/15/18: they come and said they found 1 more leak in the laundry room. They gave me the cost 8,000.00 for repair all the pipes. Or 1,000.00 for fix leak in laundry room and they said will be sure there is no more leak when they leave. Trust them, I paid 1,000.00 for fix that leak. I didn't known what they did something the water meter. That why the tenants check the water meter is not run fast. When they leave the water meter is run fast again. I call them again .
12/18/18: they come back and fix something .
01/08/2019: the tenants call me tell the water meter running fast again. I called them again.
01/09/18: they come in and said : I need to pay 360.00 for performed leak sector for found another leak spot and pay more the leak. They estimate to replace all the pipe is 8,275.89.
With their way of doing thing , they are like trapping customer, tricking customer. Because after they come to find leak they said leak in master bath and repair quote in master bathroom . When they come to repair they said :"it's not in the master bath but in the kitchen..." when they dig the kitchen they dig up to living room and continue to leak and leak... never finish...Since they came to repair I have to pay them but not everyday the water meter is still run fast and the water bill is still high. What have I paid their company a total of 4,635.00 to receive? I was the one who was unhappy when I chose Royal Flush Plumbing to repair.
Please mr. Dave , I have never and can not ask your company to repair it for free . From 11/29/18 to 12/15/18 your company came to repair, I never have good results. My water meter never stopped run fast, I still paid water bill hight. I have to spend more than 500.00 for repairing wooden floor and tile floor which your company has dug...It's terrible.
From: ***
Sent: Tuesday, March 19, XXXX X:XX PM
To: ***
Subject: Revdex.com Case# XXXXXXXX
Response to customer complaint:
Dear Customer,
This complaint made it up all the way up the chain, and we are going to be refunding your money under our 100% customer satisfaction policy. We apologize for any inconvenience this situation may have caused you. Please contact our VP of operations, Tim *** for arrangements on your refund. XXX-XXX-XXXX.
Warm Regards,
Michele P,
Founding Director
(The consumer indicated he/she ACCEPTED the response from the business.)
I called Royal Flush to come out to look at a clogged kitchen sink. On the phone I was told that there were no charges for a Consultation. They came out and when I told the Technician what the problem was, he immediately went to his car and got a plunger and started plunging the sink. We did not discuss the pricing, he immediately went ahead and started plunging the sink. It took about a minute for the sink to be unclogged. I asked him if that was the problem and he said yes. Then he told me that my bill was $182.00. I got a bit frustrated because he had not done anything but for a minute at which he did not even go through the consultation with me. He immediately said that that job was $300 plus at which I told him that was ridiculous and that he did not do anything but stick a plunger in the sink. he went to his car and got a manual. It is very frustrating that they did not stand by their words. The consultation was not done and he immediately charged my $182.00 for doing nothing. I would not recommend them to anyone because they are scams.
Refund I need a refund of some of my money. Yes, they took the time to come out but did not do the consultation as promised without a charge. He started plunging my sink with a plunger and in a minute the sink was unclogged. I am upset because he charged me $182.00 for nothing. I need a refund back from this company and I will never use them again or recommend them to anyone. Thanks
Dear Customer,
We were saddened to learn that you were unhappy with the service we provided. We opened an investigation into the matter, reviewed the corresponding documents, and thoroughly interviewed the plumber involved.
As to your claim that our plumber did the work without telling you the price, then handed you a bill: It is our policy that our customers never incur any charges without being made aware of them, and approving them, up front. In this case, the plumber claims that he did quote you the price up front, which is supported by the "authorization to perform work" section of our invoice, which you signed and dated.
As to your claim that he charged your card $182 for "doing nothing": With all due respect, you previously described him plunging your sink to get it unclogged, therefore your claim of "doing nothing" seems to be contradictory to that initial claim. By your own admission, the plumber did get your sink unclogged, which is what you called us out to do.
Furthermore, you signed and dated the "completion of work" section of our invoice, wherein was stated that the work was complete, and done to your satisfaction.
We certainly appreciate you for calling us out to help with your clogged sink, however our review of the situation shows that our policy was followed, and that you received the service we quoted, and the warranty attached with it.
The good news is that you chose a company that cares about its customers, and its community, and who has a 100% satisfaction guarantee. Because you were not satisfied, we will issue you a refund of the charges incurred, and we will make a $500 donation to the 501c3 charity of your choosing. Please respond with your choice of charity, and we will send you a receipt of the donation that was made in your name.
We wish you well with all your future endeavors.
-Tim W
Placed a service call. AUSTIN CAME OUT. WHILE OUTSIDE HE SPOKE WITH THE NEIGHBOR AND NEIGHBOR GAVE A BOGUS STORY ABOUT PIPES BEING OFF. HE DID ABOUT 58MINS OF MAKING A MESS IN MY HOUSE TO SAY ITS NOT CLOGGED. AN ESTIMATED OF 6500.00 TO DIG 10 FEET DEEP TO LOOK AT THE PIPES. MIND U THIS WHAT THE NEIGHBOR TOLD HIM. I CALLED HIM TWICE AFTER THE SERVICE CALL TO ASK WHY HE DIDNT USED THE CAMERA? DID U LOOK AT BOTH CLEANOUT, HIS RESPONSE NO I COULDN'T FIND THE SECOND ONE. SAY THE LESS THATS WHERE THE CLOGG WAS. I PLACED A CALL FOR A MANAGER TO CALL
ME BUT NO RESPONSE AS OF NOW. STOP PAYMENT IN PLACE. AUSTIN TOLD ME,TELL THE CITY THAT IT'S CLOGGED PAST THE TAP,BUT HE SAID ITS NOT CLOGGED BUT WANT ME TO LIE TO THE CITY. MY NEIGHBOR CAME OVER THE VERY NEXT DAY CHRISTMAS AND UNCLOGGED THE PIPE. HE'S IN THE SAME BUSINESS AS ROYAL FLUSH AND WAS PUTTING AUSTIN TO THE TEST AND HE FAILED. DURING OUR CONVERSATION HE WAS ON SPEAKER AND THE WORKER JUST IN AMAZE AT AUSTINS RESPONSE MAINLY BC IM A FEMALE.Be careful females.
Billing Adjustment Do not desposit the checks( December check).. wrote post dated checks for January and February. If so, refund the service fee for stop payment
Contact Name and Title: Michele P
Contact Phone: XXXXXXXXXX
Contact Email: ***@royalflushplumbing.com
Dear Customer,
We were sorry to hear that you were less than satisfied with the service we provided. We strive to be a company that makes the world a better, happier place, and it would seem that in this situation we did not accomplish that.
As is our policy, we opened a full investigation into this situation. Our findings were that our plumber followed protocol, and accurately informed you and our office of his findings. We understand that you are upset, and that you are questioning his findings, however a lot of what you have commented is speculation, unfounded, and quite honestly, unfair. And your comment about "females be careful" is libelous, and very offensive to our company, especially given the fact that we are ran and managed by women. Furthermore, the fact that your neighbor (who had, and withheld, insider knowledge of where your plumbing system ran) got himself involved and was asking our plumber questions in some kind of an attempt to covertly "test" him, speaks more to the character of your neighbor than anything else. The way we were raised to understand, if you have information that can help someone, you provide it, not callowly use it to try and scrutinize someone's ability.
We make a genuine effort to help all of our customers by giving them our honest opinion on our findings. In this case, the plumber was doing just that. He informed you that he didn't believe there was a problem in your line, and that he felt it was probably in the county's line. In a world where a lot of dishonest plumbers would try to sell you something you don't need, it would seem unwise to vilify one who was doing the opposite of that.
With all that said, we have a 100% satisfaction guarantee for all our customers. As you were not satisfied, we are going to give you a full refund of the money you spent by sending you back the checks you gave us, and reimbursing you for any documented stop payment fees related to this. In addition to that, we will make a $500 donation to the charity of your choosing. Please let us know your preference of charity (501c3), and we will forward you the receipt of the donation.
Thank you for your time, and for providing your opinion.
- Michele P
After leaving messages and getting no response with 2 other plumbers, I contacted Royal Flush Plumbing. I had a response within 45 minutes with a next day appointment. John was here on time with a courtesy call 15 minutes prior to arrival. John listened to my concerns and reassured me. John wrote up a quote if I decide to fix my (non-emergent) issue in the future. Very cordial and professional!
The technician, Austin, was very courteous and efficient. He told me everything he was going to do and let me know when he came across circumstances that caused him to change what he had planned to do. He cleaned up the work area and made me feel comfortable that I could contact the company if I had any further problems or questions