Sinclair Plumbing, Inc.

Thank you for the letter, we are aware of *** *** situationHere is exactly what happened: We received a work order from Cross Country Home Service's on Monday August 15, We called the customer and scheduled the work to be done on Monday August 22, the plumber arrived at the house
and found that not only the toilet bowl was cracked, but that the previous home owner had obviously re-done the flooring and plumbing on their own, they had removed the floor collar and used layers of silicone caulking as a closet collar and put down buffalo board on the floor, (buffalo board is only used on walls) the floor was rotten and spongy all around toilet and needed to be replacedWe informed the home owner that they needed to the floor before we could set the new toiletOn Friday September 9th, our plumber came back after they replaced the flooring and installed a new floor collar and replaced the toiletEverything seemed to be in good working order when he leftThe home owner called our emergency phone over the weekend and said that the toilet was leakingwe unfortunately did not receive the message until Monday Memorial Day, upon receiving the message we dispatched a plumber to her houseThe plumber found the toilet to be leaking underneath when flushedhe pulled the toilet and could not find anything wrong with itHe installed a new wax ring and reset the toiletHe then notified Rich (owner) for his opinion, Rich suggested staying and flushing the toilet several times to make sure there was not a blockage in the pipesAfter flushing the toilet times, it started backing upBecause the pipe was indeed plugged, it backed up in to the bowlWe informed the ***'s boyfriend/husband of the problem and told them they would need to have the pipe augeredHe seemed to understandThey called a company to come auger the pipe, that company apparently found portions of the original closet collar in the pipeAgain, the closet collar had already been removed by a previous party and replaced with silicone calking before we arrivedWe have been working with Cross Country Home Services for many years and we are in very good standing with themWhen we accept these work orders we are required by the company to collect the deductible on site before preforming any workIn ***'s case it was $ CCHS deducts the $from our bill to themWe actualy lost several hundred dollars on this job because of the multiple trips there and on a holiday weekend (where our plumbers get paid double time). We hope this helps everyone understand our position in this situation. *** has also posted a very damaging statement about our company on facebookWe have been in business for years and pride ourselves in customer serviceSincerely *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]Yes we wanted Sinclair and yes we were patient but in no way did I agree to paying I was told on the phone it was a little outside the warranty but Inclair would honor it and make it workIts sad that someone has to falsify the truth instead of being honest I can install water heaters I would never agree to a one when I can go to home dept and pay 500.*** ** ***

Regarding [redacted]'s complaint. We are sorry that she is so unhappy. We feel at this point there really is nothing else we can do, as she would not be happy anyway. We are sending her a check today, just to be done with this.Thank you for your concernNancy V[redacted]Sinclair Plumbing Inc.

To whom it may concern:[redacted] works thru a home warranty program and she has a $75.00 deductible/ service fee with the company. She had a problem with her toilet running ( this means the tank leaks in to the bowl, which makes the toilet fill periodically ) , we sent a technician to the...

site to repair the toilet ( plumber couldn't find anything leaking but replaced the flapper as that is the most common problem when a toilet is found to be running.)  and we did not here back from her for several months. Then she called again, saying the problem had reoccurred and we sent a technician back to the home. This technician also could not find anything leaking from the tank to the bowl, so he used dye tablets to detect a leak. Still nothing. Not wanting to leave without doing something, he replaced the fill valve, just in case at no charge. Now her toilet has all  brand new parts in the tank. Several months went by, and she called again. We went back to her home, to assess the problem, and again found nothing leaking.  We advised her that there was nothing more we could do but replace the toilet  with a new one. Its basically between her and her warranty program if they will cover that or not. We informed her to contact them and let us know as there was nothing more we could do at that point. We didn't hear back for her until we got the letter of complaint. As far as the $ 75.00 goes, that is the fee, that we receive for assessing the problem, we did the work and three service calls for $75.00. We thought we were being more than fair, as there is not much more we can do for her.  If she wants to get her $ 75.00 back, she would have to call the home warranty program.Thank you very muchRich S[redacted]

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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted] Dear Revdex.com...I am going to retype Sinclair Plumbing's response here, line by line, and answer it in red, line by line, to make it easy on everyone concerned, once and for all!!In response to [redacted]'s letter.  She is misunderstanding how a toilet works, as we explained to her, she needed a new toilet, but she wanted us to try and repair it.REALLY??  Why on earth would anyone prefer to repair a 25 year old toilet as opposed to getting a brand new one for the same fee?  Seriously, I can't even believe you said that Rich S[redacted]!!  And for the record here, I have yet to be privileged to speak to you, or even get a response from you from the numerous times I not only called your office, (at least a dozen), but an answer to my email and postal mail I sent you.  Since I never heard a word from you Mr. Rich S[redacted], I decided if I contacted the Revdex.com, I just may get a response...and sure enough I did, although totally inaccurate.We made several trips to try to repair it and it was obvious (I sure wish you would have told the company who hired you this) it needed to be replaced as we replaced every mechanical part in the tank once if not twice.  Again, several times we went there, the tech noted he could not find anything wrong, but replaced the parts anyway, because we were there.You came to my home 3 times.1st time, your tech replaced the flapper, which I had personally previously purchased.2nd time, your tech, Brady I believe his name was, replaced the filler valve,float and chain, all the while telling me how obviously un-knowledgeable the first tech was, and how experienced he was.3rd time, I believe it was Brady again, and I believe he "re-adjusted" the work he did the previous time.NEVER...I repeat NEVER, did any tech, ever tell me I needed a new toilet.  Personally I don't know why I wouldn't have thought to request one, but I guess your techs seemed to believe it was a fixable issue, and it's your and only your recommendation the home warranty company goes with.  If you say it can be fixed, then that is what I receive.  If you say it needs to be replaced, then that's what I get. The price is the same to me...$75, but the work to be done is between you and the warranty company.  They rely on your recommendation, not mine, and they hired you, I DID NOT!For me, the price to fix it verses the price for a new one is exactly the same...$75.  I pay your company the $75 "service fee", whether you fix it or I get a new one, as my warranty company pays the difference. 
 
 Note: she only paid the $50.00 service fee as we stated before, the warranty company pays us this service fee, just to diagnose the problem.That sentence not only doesn't make any sense, but it is also inaccurate.  Either I pay you the service fee or the warranty company pays you the service fee...you stated we both do.Also, if you look back at your previous response, you will see you stated I paid you $75, which is what I paid you, not $50, which you just said in your statement above!We feel $50 (actually $75) for three trips is more than fair, as we bill out at $88.00 per hour.  We did advise her at the time (what time???) to contact her home warranty company and ask for a toilet replacement.  We have not heard from them on this.Mr S[redacted], though I know the fine folks at the Revdex.com are not aware of how my home warranty company works, you on the other hand should, since they have a contract with you, and they hired you for this job, I did not.   YOU should know full well how they work.  I call them with my problem, and they contact you, as their subcontractor and hire you to fix the problem.   I pay you the $75 service fee to come out and check out the problem, and you contact them to let them know what the problem is, and what needs to be done, and you bill them for anything and everything above the $75 I paid you.  Once I make the initial contact with them, I do nothing more but answer your phone call to set up an appointment with you and pay you the $75 service fee.  Everything from that point is between you and the warranty company.  Just in case you "forgot" this vital piece of information, you can call American Home Shield at 1-800-259-0957 and have them refresh your memory as to how your subcontractor policy with them, works.You are to tell them what is wrong and what needs to be done.  If you came out to my house more than once and couldn't fix a 25 year old toilet, then you should have told them the toilet needs to be replaced.  That is your responsibility with the home warranty company, not mine.  They hired you...I did not!  My sole responsibility is to set up an appointment with you when you call, let you in when you show up, and pay you $75 right then and there...all of which I did.It is your responsibility to bill the home warranty company for any work above and beyond the $75 I paid you.  If you chose to come work on my toilet three times and didn't bill the warranty company, is well, sheer stupidity.  That's what your contract with American Home Shield states you are supposed to do.  It also states you are the responsible party to get the job fixed no matter what it takes, including replacing anything.  You are to give them this recommendation...you are working for them, not me!  You are subcontracted by them, not me...You answer to them on this, as they hired you, I did not hire you!!!  Seriously...what part of this whole subcontractor thing don't you get.  Was I you first customer, as being called by American Home Shield to fix something?  Had you never done work for them before?  Again, they called you to diagnose and fix my problem, I DID NOT!!!  It is your sole responsibility to tell them what the diagnoses is and what is needed., and then bill them for anything above $75.That said, regardless, NO ONE EVER TOLD ME I NEEDED A NEW TOILET, AND I WOULD HAVE BEEN THRILLED TO GET ONE AFTER 25 YEARS, especially for the same fee of $75, which is all I ever have to pay for any service !!   When my water heater stopped working a couple of years ago, American Home Shield contacted a different plumber and they came out and immediately realized the water heater I had was 22 years old, and they told American Home Shield I needed a new one, of which was approved, and  installed  the same day. That's how the home warranty company works with their subcontractors, and you are subcontracted by them.  Read your contract! Lastly, I would just like to add...What kind of professional business man would CHOOSE NOT TO RESPOND to a paying client who contacted their office at least a dozen times, sent an email and send a postal letter addressed to him?Rich S[redacted], that's who.   And I want the good people out there who are looking for a plumber to know how your company works, after you were paid, no less!Totally Unsatisfied,[redacted]

To whom it may concern regarding [redacted] and [redacted]:On Feb. 19, 2009, we received a call from the [redacted]'s, for a water heater replacement ( A/O Smith Model# FPSH50-250, Serial# MM-022119052-260,  installed on 6-15-03) we replaced it then for a $ 45.00 service fee and a 45min labor charge of $ 60.00, and material cost $ 34.00, for a total bill of $146.65. We barely got this covered under warranty, because it was actually out of warranty, but the company worked with us, after much time spent on the phone.He then called on March 21,2015, for another water heater, saying the one we installed in 2009 was leaking. We could not cover it again under a warranty, because it had already been replaced under original manufacturers warranty and that warranty was only 6 years from original installation date of 2003.  We explained all this to [redacted] and thought he was fine with this, the next we know, they contact you instead of us .  The original water heater price installed is $1510.00 per quote, but because [redacted] has been a long time customer of ours,  we did time and material to help him out. We charged the price of $ 1357.79 ( included service call, $45.00. hour and half of labor $ $132.00 and the 50 gallon water heater, power vent for $ 1110.00, for a total bill of $ 1357.79. We feel we have been more than fair.[redacted]Sinclair Plumbing, Inc.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

I had a chance to talk to [redacted] ( [redacted] of Sinclair Plumbing Inc.), he is the one who had talked to customer [redacted], regarding a water heater. [redacted] has been a customer for many years, he recently called about his water heater leaking, we stated that we could get there, but it...

wouldn't be until late afternoon.[redacted] responded by saying, no problem, he would even wait until the next day if he had to, because he only wanted us to do the work because of how well we treated him in the past. At the time [redacted] could only give us the installation date that was printed on the water heater. According to that date, the water heater was two months out of its six year warranty. I told [redacted] I would do the best I could to cover this under warranty, but also let him know that the price of a new water heater installed would be $1510.00, plus tax ( 50 gallon, high efficiency power vented water heater). When we were able to get the model and serial number from the water heater, we found out that it had already been changed once before under the original 6 year warranty. They would not cover it again, as it was out of warranty by 6 years. When we called [redacted] back to explain, what the manufacturer said, he was disappointed, but said he understood. I told [redacted] we would do this time and material, rather than our normal quoted price, to try and save him as much money as possible. That is exactly what we did. The bill came to $1357.79 after taxes. Looking back in our notes, the water heater that we got covered under warranty the last time, was actually beyond its warranty date, but we got the manufacturer to cover it for him. Only costing him $ 180.00. As far as [redacted] saying she would have got someone else, that is not what [redacted] had said and it would be tough to find someone else who could have done it for less

Review: Sinclair Pluming was hired and paid to fix an intermittent running toilet...They sent numerous people out to fix this ordinary problem, with no success...Each employee criticized the previous one for not knowing what he was doing..I called their company numerous times to get this issue fixed for good, as they were paid to do so, and they have refused to return my calls, much less fix the problem permanently. The same initial problem still exists! The office manager who I initially was working with trying to help solve this problem, Jamie, no longer works for the company, so they just dropped the ball on my problem, so to speak. I also sent an email to the owner and a letter via US mail, but still no response...this issue has been going on for a very long time!Desired Settlement: To fix the issue or refund my money.

Business

Response:

To whom it may concern:[redacted] works thru a home warranty program and she has a $75.00 deductible/ service fee with the company. She had a problem with her toilet running ( this means the tank leaks in to the bowl, which makes the toilet fill periodically ) , we sent a technician to the site to repair the toilet ( plumber couldn't find anything leaking but replaced the flapper as that is the most common problem when a toilet is found to be running.) and we did not here back from her for several months. Then she called again, saying the problem had reoccurred and we sent a technician back to the home. This technician also could not find anything leaking from the tank to the bowl, so he used dye tablets to detect a leak. Still nothing. Not wanting to leave without doing something, he replaced the fill valve, just in case at no charge. Now her toilet has all brand new parts in the tank. Several months went by, and she called again. We went back to her home, to assess the problem, and again found nothing leaking. We advised her that there was nothing more we could do but replace the toilet with a new one. Its basically between her and her warranty program if they will cover that or not. We informed her to contact them and let us know as there was nothing more we could do at that point. We didn't hear back for her until we got the letter of complaint. As far as the $ 75.00 goes, that is the fee, that we receive for assessing the problem, we did the work and three service calls for $75.00. We thought we were being more than fair, as there is not much more we can do for her. If she wants to get her $ 75.00 back, she would have to call the home warranty program.Thank you very muchRich S[redacted]

Consumer

Response:

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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

[redacted] Dear Revdex.com...I am going to retype Sinclair Plumbing's response here, line by line, and answer it in red, line by line, to make it easy on everyone concerned, once and for all!!In response to [redacted]'s letter. She is misunderstanding how a toilet works, as we explained to her, she needed a new toilet, but she wanted us to try and repair it.REALLY?? Why on earth would anyone prefer to repair a 25 year old toilet as opposed to getting a brand new one for the same fee? Seriously, I can't even believe you said that Rich S[redacted]!! And for the record here, I have yet to be privileged to speak to you, or even get a response from you from the numerous times I not only called your office, (at least a dozen), but an answer to my email and postal mail I sent you. Since I never heard a word from you Mr. Rich S[redacted], I decided if I contacted the Revdex.com, I just may get a response...and sure enough I did, although totally inaccurate.We made several trips to try to repair it and it was obvious (I sure wish you would have told the company who hired you this) it needed to be replaced as we replaced every mechanical part in the tank once if not twice. Again, several times we went there, the tech noted he could not find anything wrong, but replaced the parts anyway, because we were there.You came to my home 3 times.1st time, your tech replaced the flapper, which I had personally previously purchased.2nd time, your tech, Brady I believe his name was, replaced the filler valve,float and chain, all the while telling me how obviously un-knowledgeable the first tech was, and how experienced he was.3rd time, I believe it was Brady again, and I believe he "re-adjusted" the work he did the previous time.NEVER...I repeat NEVER, did any tech, ever tell me I needed a new toilet. Personally I don't know why I wouldn't have thought to request one, but I guess your techs seemed to believe it was a fixable issue, and it's your and only your recommendation the home warranty company goes with. If you say it can be fixed, then that is what I receive. If you say it needs to be replaced, then that's what I get. The price is the same to me...$75, but the work to be done is between you and the warranty company. They rely on your recommendation, not mine, and they hired you, I DID NOT!For me, the price to fix it verses the price for a new one is exactly the same...$75. I pay your company the $75 "service fee", whether you fix it or I get a new one, as my warranty company pays the difference.

Note: she only paid the $50.00 service fee as we stated before, the warranty company pays us this service fee, just to diagnose the problem.That sentence not only doesn't make any sense, but it is also inaccurate. Either I pay you the service fee or the warranty company pays you the service fee...you stated we both do.Also, if you look back at your previous response, you will see you stated I paid you $75, which is what I paid you, not $50, which you just said in your statement above!We feel $50 (actually $75) for three trips is more than fair, as we bill out at $88.00 per hour. We did advise her at the time (what time???) to contact her home warranty company and ask for a toilet replacement. We have not heard from them on this.Mr S[redacted], though I know the fine folks at the Revdex.com are not aware of how my home warranty company works, you on the other hand should, since they have a contract with you, and they hired you for this job, I did not. YOU should know full well how they work. I call them with my problem, and they contact you, as their subcontractor and hire you to fix the problem. I pay you the $75 service fee to come out and check out the problem, and you contact them to let them know what the problem is, and what needs to be done, and you bill them for anything and everything above the $75 I paid you. Once I make the initial contact with them, I do nothing more but answer your phone call to set up an appointment with you and pay you the $75 service fee. Everything from that point is between you and the warranty company. Just in case you "forgot" this vital piece of information, you can call American Home Shield at 1-800-259-0957 and have them refresh your memory as to how your subcontractor policy with them, works.You are to tell them what is wrong and what needs to be done. If you came out to my house more than once and couldn't fix a 25 year old toilet, then you should have told them the toilet needs to be replaced. That is your responsibility with the home warranty company, not mine. They hired you...I did not! My sole responsibility is to set up an appointment with you when you call, let you in when you show up, and pay you $75 right then and there...all of which I did.It is your responsibility to bill the home warranty company for any work above and beyond the $75 I paid you. If you chose to come work on my toilet three times and didn't bill the warranty company, is well, sheer stupidity. That's what your contract with American Home Shield states you are supposed to do. It also states you are the responsible party to get the job fixed no matter what it takes, including replacing anything. You are to give them this recommendation...you are working for them, not me! You are subcontracted by them, not me...You answer to them on this, as they hired you, I did not hire you!!! Seriously...what part of this whole subcontractor thing don't you get. Was I you first customer, as being called by American Home Shield to fix something? Had you never done work for them before? Again, they called you to diagnose and fix my problem, I DID NOT!!! It is your sole responsibility to tell them what the diagnoses is and what is needed., and then bill them for anything above $75.That said, regardless, NO ONE EVER TOLD ME I NEEDED A NEW TOILET, AND I WOULD HAVE BEEN THRILLED TO GET ONE AFTER 25 YEARS, especially for the same fee of $75, which is all I ever have to pay for any service !! When my water heater stopped working a couple of years ago, American Home Shield contacted a different plumber and they came out and immediately realized the water heater I had was 22 years old, and they told American Home Shield I needed a new one, of which was approved, and installed the same day. That's how the home warranty company works with their subcontractors, and you are subcontracted by them. Read your contract! Lastly, I would just like to add...What kind of professional business man would CHOOSE NOT TO RESPOND to a paying client who contacted their office at least a dozen times, sent an email and send a postal letter addressed to him?Rich S[redacted], that's who. And I want the good people out there who are looking for a plumber to know how your company works, after you were paid, no less!Totally Unsatisfied,[redacted]

Business

Response:

Regarding [redacted]'s complaint. We are sorry that she is so unhappy. We feel at this point there really is nothing else we can do, as she would not be happy anyway. We are sending her a check today, just to be done with this.

Review: We had bought a water heater from Sinclair many years ago so when our current water heater had issues we contacted them about the warranty. at that time Sinclair stated they would honor the warranty (even though it fell outside the date) and we would just have to pay for installation which could be max $300. after they installed the new water heater they contacted us the next day stating that they had honored the warranty few years back and could not again and our charge would now be $1347.Desired Settlement: I would like Sinclair to only charge us the amount discussed over the phone which was max $300. had I known it would be $1347 for a new water heater I would have gone to a local company for a cheaper water heater and installed myself.

Business

Response:

I had a chance to talk to [redacted] ( [redacted] of Sinclair Plumbing Inc.), he is the one who had talked to customer [redacted], regarding a water heater. [redacted] has been a customer for many years, he recently called about his water heater leaking, we stated that we could get there, but it wouldn't be until late afternoon.