ComplaintsforProcare Plumbing Ltd.

• Initial Complaint

  13/02/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In July of 2022 ProCare installed brand new piping throughout our mini home because we moved to new land. Upon installing the new piping the plumbers cut our old 60 foot heat tape and old piping at our old land prior to the move and the new hookup. In Oct of 2022 we started smelling a strong sewage odor we then called ProCare to come and assess the smell as we were hoping the new system was not backed up. In Dec 2022 ProCare got a plumber came and used no tools to make a adequate assessment and assumed the smell was coming from a vent by the roof of the home, the plumber took pictures and said they would be back to re-vent and fix the issue, we did not hear back from ProCare and they never returned. In Feb of 2023 during a cold snap within the first week of Feb the pipes froze underneath the home due to back up in the pipes that was causing the smell way back in October, Procare came back and had to install brand new pipes under our home in full, ProCare is refusing to take ownership that if they would have came back when they said after the poor assessment in December that we wouldn't have had frozen pipes but where the pipes froze they are claiming it is not a warranty issue even through December it was a mild month and they promised to come back under a warranty job and we were not charged for that appointment. They compromised half the trailer in water damage and the floor in the main bathroom needs to be replaced as there was leakage on the insulation and wood, the plumber took the insulation off to not have as much water damage but still left us high and dry without a working flush, insulation and we don't have the 60ft heat tape that we used to have to protect our piping. Where I now have to replace water damage that was caused from their malpractice I am requesting ProCare to pay for the supplies that I will be paying for to replace the water damage and the cost of another plumber to fix the job they caused as they are refusing to resolve under warranty.

  

  Business response

  14/02/2023

  Mini home relocated in July 2022

  Procare piped new sewer main and connected water piping

  Customer chose to supply their own heat tape on water main to save cost

  Complaint of sewer smell in Oct./22 from the outside by the side door location, building vent is located in this area where the smell was coming from. Customer did not state any drainage issues at this time.

  Feb./23 cold snap - customer called on the weekend with complaint of one bathroom group not draining.  Procare put them on the list of many frozen pipe issues from that cold snap.

  Upon availability, Procare responded.

  Procare found sewer pipe from the bathroom at the front of the mini home had a blockage and was full of frozen sewage.  

  Procare cut and replaced the frozen section of sewer.

  Wet flooring and insulation was caused by continuing to use that bathroom group.

  Plugged and frozen sewer lines is not covered bvy warranty as we can not control how or when sewer lines plug or freeze.

  Customer response

  15/02/2023

   I am rejecting this response because: one weekend of frozen pipes does not cause excessive water damage to happen to the point that all insulation would need to be destroyed it would have had to happen during the issue that started within the time period Procare installed brand new pipes and we had issues that we called rh about in October. the business is claiming the damage is from continuously using frozen pipes which logically is impossible , water would not go down the drain . If it was from using the pipes continuously that would mean that using the bathroom regularly during regular temperatures would have caused the damage to plumbing that they installed which we did make them aware that there was an issue back in October and they left us high and dry and never came back until the pipes froze due to that backup. With a backup you would have water issues that we have .   in December the plumber was here after we called in October without any tools and made a poor assumption it was a venting issue which is where we were the sewage smell from based on a theory if theirs which in reality it was due to a backup which they also acknowledged, it would have only been from their error of installing jf that was caused by regular use . We had to use the bathroom attached to the master bedroom during the cold snap as it was the one that worked at that time. I am grateful that pro care is admitting there is a backup issue but they should be ownership of the backup issue that happened back in October of 2022 that would be under warranty, if they did and took immediate action then I would not have had any water damage today and wouldn’t have to replace flooring, the flooring is peeling back by the lift of a finger . 

  
  

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