Solofra Plumbing & Heating, Inc.

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.]
Regards,
*** ***

We received a phone call on Monday July 13,for a customer with a clogged bathroom drainA plumber went out on Wednesday July 15,As the plumber was rodding the basin waste with our small machine the head broke off the cableThis happened from the home having bad pipesIt
is common practice to not camera a line that is clogged prior to rodding the lineWe were not made aware that the pipes were bad before starting the workIt is out of our control if our machine (which is in good shape) breaks due to the home owners pipes.We did not charge the client for the repair to our machineWe did offer a remedy for getting the broken piece out of the pipeWhen problems occur at ajob that we didn't maliciously or purposely cause it is not something we will fix :free of charge, which other customers understand and do not have a problem with understanding.The remedy offered was to find the location of the head in the pipe, remove any walls/ceilings in the way of the pipe, remove the pipe, remove the obstruction, and replace the pipe at the cost to the client.We offered this remedy to both Mrs*** and Mr***Mr*** came in and politely complained; asking us to contact Mrs*** and it was handled in a professional mannerWhen we spoke with Mrs*** on the phone she understood the problemMr*** came in again asking to speak with our plumberA phone call was received the next day when the plumber was inWhen he spoke with our plumber we offered the remedy which did not suit the wants of Mr***Had the work been done incorrectly or at our personal fault this would have been rectified alreadyDue to it being a risk that the homeowner takes when ordering work to be done it is not our responsibility to dothe work for free

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]     In response to Solofra plumbing's letter/response, I am not only frustrated with this company and their lack of customer satisfaction/service, I also find it unbelievable that they will not take ANY responsibility for breaking their machine part, in my drain! We paid them good money for unclogging our drain, instead, they made it worse! In fact, they put the blame on me, saying "it is your fault for having bad pipes, that made the part break-off".....? For them to offer a 5% discount on all the work that they say that is involved in removing their part, is unacceptable....to say the least! The only way I will be satisfied....is when they get THEIR part, that they put/broke, out of my pipes!

We have offered, more than once, to set up a service call with Mr. & Mrs. [redacted] to find the part in his pipes, remove what is necessary (walls, floor, ceiling) to get to the pipes and remove the piece. This is the only remedy. More often than not you cannot get to pipes in a home without going through walls, floors, or ceiling. It is just how it is. We are sorry that Mr. [redacted] is unhappy, we understand his frustration, but he needs to be realistic to the problem and the necessary work that needs to be done to remedy this issue. We are willing to offer a 5% discount to the fmal bill for locating the part, removing what is necessary, and replacing the pipe as needed.Please note: we only remove what is necessary to get to the pipes. We keep the tear out as minimal as necessary, just as we would want done in our own homes.Thank you,[redacted]Office ManagerSolofra Plumbing & Heating, Inc.

Review: I had the plumber-man over to rout our drain, while doing so, the end of the router broke-off in the drain. We now have a chunk of metal stuck in the drain.....who knows how much....? Instead of our drain being better, after routing, it now is worse with the big obstruction in the pipe. We paid for our drain to be unclogged, not clogged!

I called the other day with my concern, it was met with unfriendly response, he said that it was my fault his piece of equipment broke due to the condition of the pipes. and lucky he did'nt charge me for his equipment, that he broke. He said that he could fix the problem, for a price of course, knocking-out walls/ceiling, and cutting pipe. I suggested fiber-optics to locate the metal.....he did'nt see it that way.......That will be the only way that it will be removed.Desired Settlement: I want the metal to be removed from the pipe..without tearing the house apart!

Business

Response:

We received a phone call on Monday July 13,2015 for a customer with a clogged bathroom drain. A plumber went out on Wednesday July 15,2015. As the plumber was rodding the basin waste with our small machine the head broke off the cable. This happened from the home having bad pipes. It is common practice to not camera a line that is clogged prior to rodding the line. We were not made aware that the pipes were bad before starting the work. It is out of our control if our machine (which is in good shape) breaks due to the home owners pipes.We did not charge the client for the repair to our machine. We did offer a remedy for getting the broken piece out of the pipe. When problems occur at ajob that we didn't maliciously or purposely cause it is not something we will fix :free of charge, which other customers understand and do not have a problem with understanding.The remedy offered was to find the location of the head in the pipe, remove any walls/ceilings in the way of the pipe, remove the pipe, remove the obstruction, and replace the pipe at the cost to the client.We offered this remedy to both Mrs. [redacted] and Mr. [redacted]. Mr. [redacted] came in and politely complained; asking us to contact Mrs. [redacted] and it was handled in a professional manner. When we spoke with Mrs. [redacted] on the phone she understood the problem. Mr. [redacted] came in again asking to speak with our plumber. A phone call was received the next day when the plumber was in. When he spoke with our plumber we offered the remedy which did not suit the wants of Mr. [redacted]. Had the work been done incorrectly or at our personal fault this would have been rectified already. Due to it being a risk that the homeowner takes when ordering work to be done it is not our responsibility to dothe work for free.

Consumer

Response:

I had a new electric water heater installed at my cottage in the lake Geneva area. My daughter was present when the water heater was installed. I have no complaints about the installation but I'm complaining about is the price which was not disclosed to us before installation. we were told on the phone that the installer would see what was needed. He arrived with a new water heater and proceeded to install it. We had already looked up he type of water heater so knew what they cost. We realized that it would probably cost more from the installer but where shocked when we received the bill and we were charged more than twice as much as what we had already checked on. At the time of installation we were given no bill or instruction book or warranty. We were just told a bill would be sent from the office. I complained to the company and asked for a discount but have received nothing. I would not recommend these plumbers to anyone.