Sinak Plumbing Co Inc

Initial Business Response /* (1000, 5, 2015/08/14) */
Contact Name and Title: [redacted], owner
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@swbell.net
Mr. C contacted Sinak Plumbing stating he had just had a sewer cleaning/cableing company open his blocked sewer and run a video...

camera to locate the problem. Mr. C asked Sinak plumbing to provide estimate for repairing the sewer. At no time did Mr. C inquire about County program. We gave him a bid based on his description of the problem and a review of the video he provided.
Our company is contacted on a regular basis by homeowners who want an estimate on sewer repairs that are not covered by St. Louis County Sewer Program. We know that the County Program does not cover all repairs to sewer laterals so when Mr. C gave us the video and asked for an estimate, it was understood by our company that he did, in fact, want an estimate, and want us to do the work. Mr. C. does pay into the County Program on an annual basis so we had no way of knowing that he was not aware of the County Program.
Sinak Plumbing Co did NOT commit fraud or consumer manipulation. Mr. C asked us for a bid, we gave him the bid, he agreed to all points, and signed the contract. Our company completed all work per the contract.
Regarding Mr. C's complaint about the "muddy hole" in his yard, it was clearly stated on our contract that we do not provide seed, rock backfill etc. Mr. C was aware of this, signed the contract agreeing and even stated that this was not a problem since the area being dug was in the far back corner of his back yard.

The customer [redacted] (the complaint writer's wife) called  Sinak plumbing on Tuesday, October 3 to schedule and appointment for our services. Ms [redacted] stated that she had some rental property and the bottom unit had some water damage on the ceiling and that the tenant above said he had no...

overflow of tub or other water issues that could have caused that. The appointment was scheduled fro Wednesday, October 11, 2017. Our plumber [redacted]. went out to find the toilet loose and rocking.  He also said that the caulking around the tub was loose and missing in areas and the water from the ceiling was coming from that. He told Ms [redacted] about the caulking. He pulled the toilet and found the collar extension bad and wax ring bad.   He also found the old toilet was 14" rough in (in a 12" space). He never quoted a price for the toilet of $250.00, the toilet he installed was that much alone.  The rate for the plumber is $90 for the first 15 minutes and $115.00 per hour after that.  Our plumbers do not leave an invoice at the time of repair.  There are always parts and labor involved and we invoice usually a couple of weeks after our initial service call.  He was at the call for 2.25 hours Ms [redacted] called on Friday 10/13/2017 and told me that water was dripping from the ceiling still.  Our plumber again went out to meet her at the rental building. He found no leak in the plumbing system and again pointed out that the tub needs to be re-caulked. Due to Ms [redacted] running late and no tenant being available our plumber waiting and they were billed for an hour of time. On November 1, 2017 we sent our invoice to the customer.  The invoice including materials (toilet, wax ring, supply house, bolts, and labor, a total of $657.75. When Mr [redacted] called to complain about the invoice he was claiming that our plumber said it would be $250 for the toilet. A toilet is normally at least 2 hours to install and we do not even carry a toilet that is less that $250.00.  I tried to explain to him, but his voice was raised and he told me I was talking over him, I put him on speaker phone in the office for others to witness that he was screaming and yelling at me.  He also stated that he had Leukemia and that he had been in the hospital for 8 months and that his wife was taking care of her mother out of state. (I knew that from my conversation with Ms [redacted] when she made the initial first service call, because I worked the service call around her schedule of coming into town for a short while to gather some things and head back out of town to take care of her mother.) I also attributed his aggressiveness to his own ill health and the concern of his family.  This particular plumber has worked for Sinak for 32 years, he would never quote a price, especially when the 2.25 hours of labor is more than $250.00. I knew the conversation was not going to be resolved, Mr [redacted] was threatening "free advertising by contacting the local television news and the Revdex.com" there was no reasoning with him and he was screaming at me and the other phone lines were ringing with customers calling in, so I disconnecting our call. On Wednesday, November 15, we received a check for the total amount of the invoice, $657.75. [redacted]

Complaint: [redacted]
I am rejecting this response because: They never address the issue I complained about it. My wife knows nothing about plumbing and they fully took advantage of her. Their plumber didn't tell her the issue with the caulking until the second day. They told her we needed to replace our toilet which wasn't the case. The only reason I was raising my voice on the phone is that the woman on the other side of the phone was talking over me and wouldn't let me speak, she ended up hanging up on me. She was so rude and belligerent. Nobody in a position of authority has ever called from the company and tried to talk to me. I did pay my invoice so they wouldn't put a lien on my house but I have 30 properties that we manage and we will never use this company again and I will be telling everyone I run into about this. 
Sincerely,
[redacted]

Our plumber did discuss the caulking issue with Ms [redacted]. Belligerent??   I put the phone on speaker so the rest of the office could hear the exchange. I am the office manager and I am not sure who you expect to call you?  Our plumber that serviced this call would have no reason to lie about what took place on the service call. We have already added, a 'DO NOT WORK FOR AGAIN' note in our system, and fired them as a customer after the outburst on the phone to me, which the owner and others listened to over the speaker system of the phone. We have been in business since 1929, and have a great reputation. This is now a waste of our time as we could be helping other customers than respond to the lies being spread by Mr [redacted]. Sinak Plumbing Co, Inc