ComplaintsforDrain GO Plumbing of Alabama

• Initial Complaint

  11/14/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  see Attached document

  Business response

  11/23/2022

  Draingo of Alabama purchased ****** plumbing as **************** was retiring.  We have been answering the phone ****** Plumbing/ Draingo Plumbing when customers call in during the transition phase.  The customer was apparently unaware that ************************ of ********************** would be servicing her call and did not find out until the technician arrived.  She did use us for repairs but was obviously unhappy with the fact that she was not serviced by the company that she was expecting.  We will no longer be using ****** plumbing's name when we answer calls.

• Initial Complaint

  12/22/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Draingo was dispatched to my house by First American Home Warranty to repair a leak from the 2nd floor bathroom which caused part of ceiling to fall in the downstairs bathroom. The 1st technicians said they needed access to the pipes from the wall.  I asked them if the tub faucet needed to be changed out. It was hard to turn handle and was leaking water behind the tub. They said no, the problem was not in the faucet.  They sent out contractors who advised to remove the vanity cabinet and a part of the wall to allow access to the pipes. The vanity cabinet, tiles, sink and faucet were all demolished and removed. 2nd technician came out and didn't look at pipes. He checked the faucet and said the back and side of the tub needed caulking and that would stop the problem. The water was still leaking from the diverter spout after handle was turned off. At my request, he checked faucet again and changed out the washer. He said problem was resolved. I asked him to check the pipes that were exposed by the demolition. He became infuriated and disrespectful yelling that the washer was the problem, not a leak from pipes.  I called Draingo and asked for a manager. Denton, the manager said to call the office back and get another technician to come, which I had already done.  3rd technician came out and concurred with the 2nd technicians' solution that the problem was to replace a washer in the faucet. The cost of the washer was probably five cents.  Now, I have to pay to replace a vanity cabinet, sink, faucet and drywall that was demolished and removed because the 1st plumber said he needed access to the pipes. I spoke with the office manager, Denton again and he refused to assist with damage. He admitted the technician should have first checked the faucet and changed the washer before advising to expose pipes. I asked for owner to call me. I was told he would not and he hasn't. I guess he doesn't care about customers.

  Business response

  01/20/2022

  Business Response /* (1000, 5, 2021/12/22) */ Draingo went to residence to resolve a leak in the upstairs bathroom causing water damage to the downstairs ceiling. There were no visible, external issues therefore access in wall HAD to be made by others as we are plumbers and do not do wall, sheetrock or tile repairs. We identified the leak inside the wall and made the repairs. Access had to be made so we could verify ANY and All leaks in the affected area and ensure the problem was corrected. Draingo's position is that we bear no responsibility for the replacement of the items removed. Consumer Response /* (3000, 7, 2021/12/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Draingo did not find a leak in the upstairs wall or repair any pipes in the wall. That is a false statement. They told home warranty they changed a valve, which they didn't do. The downstairs ceiling was open and pipes were exposed. Pipe leak could have been observed from there, after washer was replaced. This company is responsible for dereliction of duties and should bear responsibility of costs for the items removed. The 1st plumber informed me the faucet's spout was leaking and the water was going behind and under the tub. I asked him if the spout or the faucets needed to be changed. He said no, they needed access into the wall. No action was taken to stop leak in the spout. I asked if I needed to call home warranty to change out faucet. He said it wasn't the faucet. If the washer was changed at this time, they wouldn't have to go further with demolition. Denton, manager said technician should have first checked faucet and spout. But, he did not want to accept the negligence of the employee or the company. The 2nd technician changed a 5 cent washer in the faucet which stopped the leak. He didn't even check the pipes and argued it was just the washer that had to be changed. He said it wasn't in the pipes. A 3rd technician concurred with the 2nd technician. No other action was taken.

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