Complaints

• Initial Complaint

  11/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I found drain time on ****** for an emergency shower leak issue at my mothers house this past weekend (11/16/24). The salesman who showed up proceeded to try to sell us on a 30k repiping job (which im not even sure we need) without even looking at the actual pipes because they were behind a wall. And then tried to tell us the water shut off valve was broken. Quoted approximately $300 to fix the valve and another $300 to cap the shower so it would stop leaking. He leaves as soon as he realizes we arent repiping the house for 30k and sends another technician who actually places the cap and magically turns the water back on but doesnt actually fix the valve. $700 later and we still dont have a working shower. Essentially we paid $700 to not be able to use the showerAbsolutely do not recommend having these guys come to your house because as soon as they realize they cant sell you on an expensive job, they leave.

  Customer response

  11/18/2024

  I was rip off 

  

  Business response

  11/25/2024

  Dear ******,
  
  Thank you for reaching out and sharing your experience with us. At Drain time Plumbing, we value every customers feedback and are dedicated to providing solutions tailored to each unique situation.
  
  Wed like to address the concerns raised in your review and clarify the context of our visit to your home on 11/16/24.
  
  When our technician arrived, we found that the water to the home had already been shut off, yet the shower was still leaking. After an initial assessment, we identified that the issue stemmed from the condition of the shower valve and cartridge, which we recommended replacing. Additionally, the homes main water shut-off valve, a gate valve, was old and difficult to operate, raising concerns about its reliability and potential for failure.
  
  To restore water service to the shower portion of the bathroom, we capped the leaking water line. This allowed the shower to function properly when we left. When we arrived, the handles and trim portion of the shower had already been removed by the customer, and those components were broken and unable to be reinstalled. We informed the customer of this, and they understood, stating they would replace these parts themselves by purchasing them from Lowes or ***********
  
  During our inspection, we were also informed of additional issues in another bathroom where multiple fixtures were leaking, and the toilet was non-functional. To understand the root cause of these widespread plumbing issues, we conducted an inspection of the homes water system. A sample taken from the water heater revealed heavily contaminated water with sediment and debris, indicating significant neglect of the system. This discovery led us to recommend two potential solutions:
  
  1. Address the immediate issues by repairing the leaking shower and replacing the main shut-off valve.
  
  2. Repipe the home as well as replace water heater and all valves , resolving systemic issues with the water supply, restoring functionality to the additional bathroom, and preventing future problems.
  Our suggestion to consider a repipe was based on the overall condition of the plumbing system and intended to provide a cost-effective and long-term solution. While we understand this recommendation may have been unexpected, it was made in good faith to prevent recurring issues and escalating repair costs.
  
  We acknowledge your surprise regarding the cost of estimate and the outcome of the visit. Please know that our intention was to provide comprehensive options to address the situation thoroughly. If you feel that certain concerns were not fully resolved or explained, we would be more than happy to revisit the matter and work toward a resolution that meets your satisfaction.
  
  Thank you again for bringing this to our attention. We are committed to improving wherever possible and ensuring a positive experience for our customers. Please feel free to reach out to us directly at ************, and we would be glad to discuss this further.
  
  Sincerely,
  ****** *******
  Owner
  Drain Time Plumbing

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