ComplaintsforAlex McCoy Plumbing and Heating Ltd.

• Initial Complaint

  27/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  There has been an ongoing issue with my tenant who’s toilet has been clogging up for approx the past 1 month and 1/2. The tenant bathroom floor have been filled with sewer water and fetal mater which has been coming up the toilet, bathroom sink and kitchen sink. This company has attended 4 times for the same problem, and has never fixed the issue. They clean the line and leave, however within weeks the issue arises again. I had asked for an investigation to the issue after the second visit, however they advised the issue was resolved, and they kept on charging my account They were most recently called on Jan 21 for the same issue. The technician who attended suggested a camera due to possibly roots in the pipe, however no camera was done. The technician ended up breaking the tenants toilet and had to leave to attend their shop for a new toilet. I ended up getting an invoice today for $1,376.91 for the broken toilet that they broke and 4.85 hour emergency due to the time for them to drive back and forth to their shop to get a toilet that they broke. Furthermore, they never resolved the issue nor did they camera the pipes. I contacted the company on Monday Jan 24, and was advised that someone who contact me, however no response So, I ended up contacting the company again on Wednesday Jan 26 and once again explained my situation, and eventually as put to voice mail for a service manager. I left a voice message to this person however no response Background The company attended on Dec 18, 2021, and charged me $406.80 The company attended on Dec 8, 2021, and charged me $361.60 So far, there have been 4 service calls to this location for the same issue of a clogged toilet within a short period of time. * ** *** **** *** **** ******* ** ***** * ***** * ********** *** ********** ** **** ******

  

  Business response

  31/01/2022

  Hi *****,
  
  Thank you for reaching out to us with your concerns. We would like to start by apologizing that our Service Department did not get in touch with you to schedule an appointment to camera the drain. If you would still like to schedule this, please give us a call and we would be happy to set up an appointment. Please be advised the charge for the Camera is $50 and our current labour rate of $120 per hour will also apply.
  
  As for the reoccurring issue with plugged drains, unfortunately the nature of this service call is one that can never be guaranteed. Our technicians reported that the tenant had flushed baby wipes and excessive amounts of toilet paper as well as poured a lot of grease down the drain. This is why we can not guarantee rodding service work.
  
  We would like to provide a credit in the amount of $655.50 plus taxes off of invoice ******, this is to remove 2 hours of the labour as well as to remove the charge for material used. We hope that you find this resolution satisfactory. ** **** ******** * **** ** *** ******* ******* *****
  Thank you, we appreciate your business!

  Customer response

  01/02/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  
  

  
  

  I do not agree with Alex M****’s response, this is the same company that had tried to charge me for a toilet that their technician had broken.

  
  

  This company even wanted to charge me for this technician travel time to pick up a toilet from their yard which he broke.

  
  

  The tenant advised that this company on their most recent visit was there for about 1 hour, however they were charging 4.85 hours.

  
  

  Furthermore, I had asked this company several times for the camera report that they completed in Nov 2021, however up to today no report has been provided to me.

  
  

  It appears that they are refusing to give me the camera report in an attempt to conceal the issue with the pipe.  

  
  

  There is no reason not to provide me with this camera report as I am the owner of the property. 

  
  

  This company was originally called for roots being inside the pipes back in November 2021, however have attended 4 times and still haven’t addressed the issue.  

  
  

  They keep on charging me, doing a temporary fix and within weeks we are back to the original issue of the clogged drains with roots.

  
  

  This company has never addressed the actual problem. 

  
  

  ******** ** ******* **** **** ******* **** *** **** ****** ** ********* *** ****************

  
  

  * ******* * **** ************* ** ********** *** **** **** *** ****** **** ************

  
  

  I feel that I shouldn’t be paying yet again for something that is fixed.

  ******** ***** 

  
  Sincerely,
  
  ***** *********

  

  Business response

  02/02/2022

  Hi *****,

  
  We’re very sorry that you feel this way. The invoicing of the toilet was an internal error that we have now corrected on your account, by removing the cost of material and removing 2 hours of the labour. We sincerely apologize that this happened.
  

   

  Since this is an after-hours call – we do have to pay our technicians from the time they leave their house to the time they get back home.

  
  We do not have a report to hide, the previous owner received the attached Invoice ****** indicating that our Technician did not find any issues when they sent the camera down, once the blockage had been cleared. To further assist you, we have also included the technicians service report which says the same thing.

  
  Again, we are sorry that you have had a bad experience, in good faith we are going to credit Invoice ****** in full and we would like to apologize again for how this has all gone for you.

  
  Thank you and have a great day!

  Customer response

  08/02/2022

  ****** ******** *******
  I have reviewed the response made by the business in reference to complaint ID ********, although I do not agree with their response, I do wish to move on and close this file.

  As of today, the company still has failed to provide the video evidence of the pipe.

  I had to get another company to provide the camera service, and found out the issue all long was that there was a belly in the pipe.

  It appears that Alex M**** was aware of this issue, hence not providing the video evidence of the pipe.

  * ******** ******* ** ************* **** **** ******** *** ** *********** *** ****** ** * ***** * ********** *** **** ********** 

  ******* ***** 

   

   

   

  
  Sincerely,
  
  ***** *********

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