The Plumbing Joint Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

I've attached the copy of the invoice here for youI didn't understand if you needed anything elseIf so, please let me know what you need. Thanks,Buddy

Complaint: ***
I am rejecting this response because:I attempted to attach a video of the 2nd company I hired, who actually preformed the work this company was paid to do (and failed to complete) unfortunately the Revdex.com does not accept video. Please tell me where to send itIt took the 2nd company a total of minutes to complete the work that The Plumbing Joint failed to do, over charged for, has made excuses about, attempted to "Bait and Switch" their customer, made derogatory comments about their customer and failed to warranty the supposed work.Since the son took over this company, there seems to be a sense on Entitlement.At this point the resolve is a refund of the monies I paid this company to preform work that they did not preform and refused to warranty. Additionally, based on the on-going negative statements made about me in a defamatory manner, a written apology from the company and the son that runs it
Sincerely,
*** ***

[redacted] contacted us about her drain issue and we dispatched a technician the same day. When the tech arrived he asked if they were on septic or sewer as it makes a difference how we service the line. The tech was informed that they were on septic. Our company policy is to snake the line from the...

septic tank back towards the house because if you snake to the tank from the house you run the risk of getting the snake stuck in the baffle at the entrance of the tank. The customer was not interested in this and asked that we simply snake the line. So the tech measured out approximately how far it was to the tank and snaked from two different locations. He was unable to clear the line from either position and was worried the tank may be full. He spoke to the home owner and she stated she would dig up the septic lid and have the tank checked. A couple days later she called up screaming we were crooks and that the tank is fine and she wanted her money back and she wanted us to get out there NOW and get it clear. We sent a tech over to assess the situation on our own time to see what we could do to. When the tech arrived he met [redacted]'s mother on site who had no access to the house. When we called to gain access she stated we needed to fix it from the outside and "get it done now". Our tech decided to camera up the line from the tank to see if there were any issues with the line outside or possibly a blockage outside the house that he could clear without needing access to the house but would still not be able to test anything since we didn't have access. He ran the camera up the line from the tank and was only able to go approximately 5 feet and found a separation in the line not allowing the camera to go up any further. The tech showed the customers mother on the screen and explained that there is more than likely a plug past it but until this separation was fixed we couldn't fix anything from the outside and needed access to the house. A quote was given to the customer and several times via phone we explained the next step. The customer was not happy with our explanations and only wanted a full refund which we could not do as there was a service rendered in the trouble shooting of her line. We were willing to work with her a return visit but she was unwilling to work with us without a full refund. Ive attached a copy of both invoices for both visits, the first was paid for and signed by [redacted], the second by her mother, both acknowledging the work that had been done and agreeing to pay for services rendered.

Dear Revdex.com,I spoke with [redacted] yesterday, Monday, October 24th 2017 and am pleased to say we have resolved this complaint. If you need any further assistance in this matter please let me know.Sincerely,Rachel P[redacted]Office ManagerThe Plumbing Joint425-228-3204

We were called out to assess low water pressure at the customers hose bib. When we arrive we found 95 psi at the hose bib which is 15 psi over code. We found that when the sprinkler was turned on the water would start out spraying well and then slowly taper down to a less than desirable flow. We...

spoke to the customer about the possible issues which were either some debris stuck in the hose bib blocking flow or a failed PRV (pressure reducing valve). The customer had their own hose bib already and requested we try to replace that first. We removed the old hose bib and installed new. Once the hose bib was replaced we retested the sprinkler and found that we still had the same results. We now knew to look for a PRV and test it. Customer was unaware of the location or purpose of a PRV. We located the PRV in the garage near the main water shut off valve. We retested the water pressure at the front hose bib do to it's proximity to the PRV and found the same results, approximately 95 PSI  and the pressure would taper off when water was ran. This is a good sign that the PRV has failed. We adjusted the PRV to see if we could lower or raise the pressure on the gauge as with a working PRV you can adjust the pressure up and down. We were unable to adjust any flow or pressure with the adjustments of the PRV. We explained this to the customer and she agreed to have us return on a Saturday to install the new PRV. She paid or bill for the day for the investigation and hose bib replacement and signed off on our approval statement on our bill. A couple days later I received a call from the customer at the office requesting we come out and "fix what we screwed up". I looked into the issue that had been assessed at her home and spoke to the technician and realized it was a failed PRV. I returned a call to the customer and explained that with a failed PRV the only fix is to replace it. I explained that no matter how much adjusting on her PRV we do, her water pressure will not be right until the broken part is replaced. (a PRV in a residential application is typically only capable of adjusting from 25psi-75psi, when a PRV produces water outside of this range we know it has failed. The PRV will allow water to pass by the assembly when water is in a static situation allowing the water pressure to be very high but when water is called for, the PRV is trying to limit pressure producing a high pressure/low flow situation as what this customer has. No amount of adjusting will fix this situation.) She requested we come out and adjust it anyways. I told her I could come out and adjust it but there was absolutely no guarantee that I would be able to fix her water pressure with an adjustment. The valve needs to be replaced. I offered to come out and install the new valve with no minimum service call as she's already paid for that. She would simply need to pay for the materials to replace her failed PRV as well as the time it would take to replace. She was extremely unhappy with this solution and told me she never wanted us to step foot in her home again and hung up on me. Approximately 3 days later she requested a second copy of her invoice via email along with any notes so could provide to the next company she was using. "Could I please have a bill and all notes from the plumber to go with it. I need it for another company." Approximately 2 hours after sending her invoice this complaint was filed. We would still be happy to change out her PRV for her with no minimum service charge however we are not able to do it free of charge as she is requesting.

Complaint: [redacted]
I am rejecting this response because:While this company states many things that are untrue, and makes derogatory remarks about myself, the truth is this- I paid for my main line to be snaked.  While the company has made many claims about why they were unable to snake it, they have failed to snake the line that I paid them for.  I have subsequently hired another company (after affording this company many opportunities to correct the problem) that was able to snake my main line, from the interior of the house, 20' in (a video I have available for Revdex.com if they need).  This company failed to preform the work that they were hired, and paid, to complete.  They unfortunately this company has failed to complete the work they were hired for, they have unethical business practices, and at the end of the day- they apparently do not warranty any work they do.  While the company claims there was a break in the line (on the exterior), this is a lie.  I have photos to verify that what they 'claim' is a break is actually an intact joint.  Furthermore, I have professionally attempted to communicate all the concerns I have had with their failure to provide the services that I paid for.  It appears that my comments of 'bait and switch' tactics are accurate.  It is clear that they have more excuses for why the work was not completed, than to just do the work they were hired to do.Again, this company was hired to snake a main line- they did not snake and clear the main line. They did not preform the work in which they were hired for.  I have hired another company to snake and clear the main line.  This company has an obligation  to do the work in which they are paid, and their warranty states as such.  Since they did not complete the work they were paid for, a refund is expected.It is further concerning that they still refuse to even make a compromise.  This is a classic example of a company that is robbing people.
Sincerely,
[redacted]

We charge for our time on site, from the time we arrive to the time we leave. Yes we filled out our invoice and charged for the time it took, just like we do at EVERY customers home or place of business. This is part of the job, filling out a detailed report as to what we did so that if there are...

any issues in the future we know that it is under warranty or a new problem or just a problematic issue in the customers plumbing system. The customer was happy to have her kitchen sink back together and signed our invoice stating "I have authorized the above listed parts to be installed and the labor performed." as well as "I hereby acknowledge the satisfactory completion of the above described work.". She also paid the bill with no issue. it was several days later that she called the office and demanded a 100 dollar refund because she felt he worked too slow and she didn't want to pay for the time to write an invoice. Our company policy is to write an invoice for every job and to charge from the time we arrive to the time we leave. This has been our company policy for over 40 years now. The time charged on the invoice was from 11:03 to 12:33 which equates to 1.5 hours. The GPS on the truck shows 11:02-12:37 which is slightly over 1.5 hours. We stand by our charges on the original invoice.

Complaint: [redacted]
I am rejecting this response because: The business response is inaccurate as to what took place with the plumber. When the plumber was here he did not discuss with me that there was a possible failed PRV when first diagnosing the problem. He removed the existing bib which was new and was working correctly and replaced it with the companys bib NOT our new bib which we did have one available in case he needed to use another new one. The plumber then was shown where the PRV was, turned the pressure on PRV to full and turned up the water flow valve to full and it broke his reader gage and the pressure went up to 110 and flow became so high that it caused the sink faucet to drip and the outside bib to drip due to the now high pressure. The plumber said we had to replace the PRV at an additional cost of around $200 after we he already charged $500 and the water flow and pressure were made worse than the initial pressure and flow. When talking to the manager he did offer to come out and turn down the pressure on the PVC but said it would not help. I asked for them to replace the part and we would pay for the part but not the labor to replace it because we had already paid $500 in labor with no fix to the original problem. He declined to do so. Would not accept my explanation of the problem and said that his employee did what needed to be done. At that point I did hang up because as a customer he did not believe my description of the lack of repairing the initial problem that we hired them to do. We never requested a second invoice but had to call to get the original itemized invoice that they said would be sent via email that we finally got on Aug. 9th. We also went to the office in person about our concerns and they just said the manager would call us which he did not. The plumber called me and said he did everything correctly. The manager did not tell me that he would not charge a minimum service call. He told me that I would pay in full for part and the labor. We asked for the PVR to be replaced and only pay for the part not any addition labor since we already paid $500 to replace an existing working bib. We are requesting they replace the part which we will pay for but no additional labor charge which we have already paid for.      Sincerely,
[redacted]

Unfortunately we cannot refund the customers money as she is requesting because we were not allowed to complete the work. We performed a service by doing all the investigative work to get to the root cause making it much easier for the other company to walk in and complete the job. This is a service and therefore needs to be paid for. We have never overcharged, made excuses, attempted to bait and switch or made any derogatory comments about this customer. We attempted to return and complete the job but were not allowed in the house. We do not have any warranty on any drain cleaning as we can not control what people put in their drains but we warrantied this call in good faith. Even if we did have a warranty on drain cleaning, which we don't, it wouldn't come into affect until the job was completed. Again, we were not allowed to complete the job. Our rates are clearly stated when the customer calls in and again are presented on the bill that the customer signed, this is in no way a bait and switch tactic. As far as derogatory remarks goes, we have never said anything about this customer derogatory, only what has been stated by the customer in pleading our portion of the case, not like calling the owner's son entitled. Again we cannot refund money for a job that we were not allowed to finish nor will we apologize for our work completed thus far.

Complaint: [redacted]I am rejecting this response because: I paid on site  to maintain good faith with vendor. Did not think it fair to "stiff them." 
I originally asked for $100 as I felt the service was slow. I still feel it was slow but accept their explanation of work done. I, however, to not agree I should pay professional's charges of $50/hour for writing up a bill that took 5 minutes to write. I still want $50 refund for that administrative work time.Sincerely,[redacted]