Samjokar Plumbers

On 11/11/2015 this company sent a technician to my home to repair my master bedroom toilet and low water pressure in throughout my home. I was at work when the repairs were made however my kids there. Upon my arrival from work I heard something dripping. I looked up and saw that water was coming from my master bedroom toilet area into my living room. I immediately called the Samjokar office and made [redacted] aware, instead of them sending someone out right away to assess the problem she advised me to turn the water off in the bathroom, put something down to catch the dipping water and she would send someone in the morning. I turned the water off but the dripping did not stop so the problem continued throughout the night causing water damage to my ceilings. The owner is trying to tell me that water was already standing prior to the work that they completed but there is no way that can be true. #1 my home was just appraised by a certified [redacted] Appraiser on September 1, 2015. The appraisal would have disclosed any water damage to my ceiling. #2. I just had my the interior of my home painted in August of 2015 which is referenced in the appraisal. #3. During the paint process I had my popcorn ceiling in the living room removed. There is no way sitting water would have gotten past an appraiser and paint contractors. I was promised a return phone call after explaining that home projects that were recently completed but no one is willing to communicate with me at this point. My issue is two fold at this point. Unexplained damage to my home and awful customer service.

On 11/11/2015 this company sent a technician to my home to repair my master bedroom toilet and low water pressure in throughout my home. I was at work when the repairs were made however my kids there. Upon my arrival from work I heard something dripping. I looked up and saw that water was coming from my master bedroom toilet area into my living room. I immediately called the Samjokar office and made [redacted] aware, instead of them sending someone out right away to assess the problem she advised me to turn the water off in the bathroom, put something down to catch the dipping water and she would send someone in the morning. I turned the water off but the dripping did not stop so the problem continued throughout the night causing water damage to my ceilings. The owner is trying to tell me that water was already standing prior to the work that they completed but there is no way that can be true. #1 my home was just appraised by a certified [redacted] Appraiser on September 1, 2015. The appraisal would have disclosed any water damage to my ceiling. #2. I just had my the interior of my home painted in August of 2015 which is referenced in the appraisal. #3. During the paint process I had my popcorn ceiling in the living room removed. There is no way sitting water would have gotten past an appraiser and paint contractors. I was promised a return phone call after explaining that home projects that were recently completed but no one is willing to communicate with me at this point. My issue is two fold at this point. Unexplained damage to my home and awful customer service.

The company sent a technician to my home to repair a non functioning toilet. Please note that the toilet was not clogged it simply would not flush.On 11/11/2015 this company sent a technician to my home to repair my master bedroom toilet and low water pressure in throughout my home. I was at work when the repairs were made however my kids there. Upon my arrival from work I heard something dripping. I looked up and saw that water was coming from my master bedroom toilet area into my living room. I immediately called the Samjokar office and made [redacted] aware, instead of them sending someone out right away to assess the problem she advised me to turn the water off in the bathroom, put something down to catch the dipping water and she would send someone in the morning. I turned the water off but the dripping did not stop so the problem continued throughout the night causing water damage to my ceilings. The owner is trying to tell me that water was already standing prior to the work that they completed but there is no way that can be true. #1 my home was just appraised by a certified NC State Employees Credit Union Appraiser on September 1, 2015. The appraisal would have disclosed any water damage to my ceiling. #2. I just had my the interior of my home painted in August of 2015 which is referenced in the appraisal. #3. During the paint process I had my popcorn ceiling in the living room removed. There is no way sitting water would have gotten past an appraiser and paint contractors. This is ridiculous the owner of this company claims to be a home remodeler at the very least he could have take 30 minutes of his time to show some kind of concern for this issue to visit my home and offer an estimate to fix the damage. His office assistant has not called me back and refused to communicated further when I told her that I was going to write the response down that she was trying to convey from the owner. I'm am not going to stop until I get a detailed explanation as to what happened to damage my ceiling.Desired SettlementAt this point I am seeking a refund to repair my ceiling. My bank has advised me of a few more pieces of documentation they will need to process my dispute. I have a few favorable factors right now. I bank with State Employees Credit, they recently appraised and refinanced my home so they have a good bit of documentation to support that their was no existing damage to my ceiling prior to the work performed by this company. Visa will not issue a partial credit for disputes like this so if I prove my dispute I will get all of my money back. I do not feel that is right because the company performed a second service on the date in question that had nothing to do with the toilet. Perhaps winning the dispute would teach him a $400 lesson about bad customer service. When customers have issues you don't stop communicating with them and it might be worth it to take a few minutes of your time to come asess the situation yourself rather than talk through your office secretary who is not knowledgeable enough with regard to plumbing to translate to customers what you tried to explain to her. It's tacky, unprofessional and I refuse to let them get away with this.Business Response The customer contacted me on my personal mobile phone on or about 11/10/2015. She had apparently gotten my number as referral from someone. I put her in contact with my office personnel who handle dispatching service calls. I handle the commercial aspect of the business and I have a service department to handle residential calls. This is common in my industry. That was the only occasion on which I spoke with the customer. On 11/11/2015, one of our technicians went to the home to perform the services requested by the customer. According to the technician, the pressure in the house was not adequate and the toilet in the master bathroom was not functioning. To address the first problem, he cut the sheetrock and replaced the main shut off valve in the kitchen closet. To address the second problem, he replaced the fluidmaster fill valve and flapper in the master bathroom toilet. The customer was not home, but her daughter was present for the entirety of the repairs. The customer's daughter signed our sign off sheet, which states that all repairs have been successfully completed to the customer's satisfaction and dated it 11/11/2015. When the customer reached out to the office, that evening, saying she had a leak, the secretary immediately told her to shut the water off to that fixture and she would try to determine when she could get a technician to her. Unfortunately, at the time when the customer called, there were no technicians available to send out immediately. The customer was made aware of that and she scheduled a follow up appointment for a time when her boyfriend would be there - 11/13/2015. On the 13th, a technician went to the house to assess the situation. He took photos of the water damage and checked the toilet in the master bathroom. He found that there was wetness on the bolts which connect the tank to the bowl. Even though this was NOT one of the items we were asked to repair, he went a purchased a new set of bolts and replaced them, at no charge to the customer. In his assessment, however, the damage that occurred to the sheetrock in the living room ceiling was not caused by the moistness at the tank to bowl bolts. The amount of water present was more consistent with an overflowing clogged toilet. The customer stating that work was done to the living room ceiling in August and September really has no bearing on the water damage that occurred in November. Even if the ceiling had been painted November 9th, the water damage would not have occurred until the toilet was used again. I must also make a correction to the statement that "The owner is trying to tell me that water was already standing prior to the work that they completed." The owner has only spoken to the customer on the one occasion, prior to the appointment, when I put her in contact with the office personnel. I am often out of town on business, as was the case that week. I would love to be able to contact all customers and perform the work for them myself. That is how I started in this business. Unfortunately or fortunately, depending on perspective, the company has grown to a size where I am unable to give each job my full attention. That is why I have tried to put personnel in place to handle situations like this. I am sorry this customer feels unsatisfied with the results. Consumer Response I find it quite ironic that the owner does not have time to talk to a unhappy customer but he could find time to respond to this compliant. I don't understand why he expected his secretary to effectively convey a legitimate explaination me. She did not do a very good very job then completely stopped communicating with me. She told me that she would speak with the owner to gain a more understanding and call me back but never did. Please allow me to correct the owner regarding one point, my toilet was not clogged, the toilet was simply not functioning at all. It would not flush, water would not enter or drain in it so I'm not sure why the technician reported that the toilet was clogged. At the end of the day it may not have been functioning properly but it certainly was not leaking. The leaking did not start until after the work was performed, I called to report the issue they admit they had no one available to send to my home until the following day making the situation worst so it's not unreasonable to assume that they are going to willing assume liability. Let's assume that his explanation is accurate (in which I will never believe) look at what he made me go through to get a response. His company performed work at my home, immediately afterwards damage occurred I am entitled to a reasonabe explanation from a certified plumber not an offfice assistant who has no clue what she is talking about. So to say that I was not present, neither was she and he not present either. I don't care who you send to my home to properly assess the problem I just want to know what happened. The technician was not sure, he left saying he needed to speak with the owner about the matter. How can the owner in good faith tell me what happened and be 100% that is company is not responsible if he waan't there and he didn't come to my home to assess the situation? Finally, I feel like having a thriving business is very fortunate, the unfortunate component is when customers are forced to go through unecessary measures to have dialog about customer issues about services rendered in their homes. If you didn't have time to come you send a qualifed technician(I don't consider qualified being an employee who says he needs to speak with you, I expect a qualified tech to assess and know exactly what he is talking about without consulting the owner). Unfortunately an apology does not cut it because my new painted celing is still damaged and I still have no clue what caused it.