ComplaintsforLocal Service Pro Plumbing

• Initial Complaint

  05/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Project Site Address: ***************************************** I hired Local Service Pros (LSP) from Yelp for fixing the toilet-clogging/water-backup. A total of 6 repair attempts (Feb-Sep) and the issue kept recurring after 1-2months from the repair date. The service was not fulfilled as agreed even after 8 months and we had to engage another plumber to fix the issue. First LSP performed hydrojet for $600 on 2/18/23 (repair#1). The problem returned after a month. LSP provided 2 options (1) to replace all pipes under the house with ABS or (2) install liner inside the pipes under the house and they recommended option 2 ($5,070). Installing the liner on 3/25/23 did not resolve the issue (repair#2). We then asked LSP to identify the root cause and fix the issue once for all. LSP agreed, and replaced a portion of cast-iron pipe with ABS the same day for $400 (repair#3), assuring this would solve the problem once for all and any additional work would be done free of cost. Problem returned in May and LSP replaced another area with ABS for $1500 on 6/5/23 (repair#4), blowing away all the agreements made on 3/25/23. They swore this would be THE **** CAUSE and this would solve the problem ONCE FOR ALL. We were frustrated and stressed out, yet gave-in. Problem recurred on 8/21/23. Minor repair (30 min) made on 8/28/23 by trespassing the property as recorded by the camera (repair#5). Problem recurred on 9/7/23. Problem returned within a few days of the minor repair 9/X/23 (repair#6). By now our tenants who live in that property and we were extremely stressed out. After the 6th attempt, LSP wanted to replace another area with ABS with $$$. By then we had doubts on LSPs plumbing skill and work integrity. Water leakage due to the recurring issue caused high levels of mold in the crawl space. At this juncture, my tenants hired Properly Done Rooter (PDR) recommended by their colleagues who diagnosed the problem as collapsed cast iron pipe connector under the house that was not linable, and collapsed cast iron pipes that were lined causing bumps/misalignment in the liner. They had to rip away the liner and replace the entire pipes directly under the house with ABS in October 2023. Since then, the problem never happened. We paid a total of $7,570 from ***** Fargo (WF) credit card for the faulty service of LSP. We paid a total of $4,600 for redo work to PDR, and another $3,450 for mold repair which was a direct result of negligent work of LSP (total of $8,050 for redo). Per WF card policy, we are to be protected from faulty service. LSP warrantied their work to fix the issue but they did not. We disputed the charges directly with WF in Oct 2023 who denied the refund. We then filed a complaint with BBB against WF in Dec 2023, who again denied saying we received the service we paid for. WF did not protect us from a vendor who did not honor the service promised, contrary to their policy. LSPs letter to WF stated that they identified the root cause in the line going to the city and it seems we did not agree to the work and it seems we allowed PDR to repair the line going to the city. LSP is now caught red handed on their lies, with their new claim that root cause was in the line going to the city. They fabricated this story because the PDRs invoice we attached in the BBB complaint had 2-line items -one for replacing the pipes directly under the house, and another for the line going to the city. We had PDR repair only the line under the house. We did not repair the line going to the city. We can have anyone verify this with PDR or plumbing inspection. It was there in the invoice as an extra item. LSP thought we had PDR do both work and hence they fabricated this story to save their face. So now LSP is exposed right? They wanted another $6500 for repairing the line going to the city which would not have fixed the issue and we would have ended up in much ******* legal battle. The issue was not fixed by LSP. I am attaching the denial letter from WF/LSP as proof. I can provide additional supporting documents if needed. I request you kindly intervene and help me

• Initial Complaint

  11/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a slow drain in the kitchen sink. We called local service pros to fix the issue. They stated that we need it to be snaked & that they need to drill a hole in our garage to access the sewer. After 3 days of not having a sink we asked them if we could use our dishwasher he (*****) said "Yes" even before he left when we turned on the water I noticed some water dripping out, I flagged him as he was pulling out of the driveway. He checked under the sink as assured us that it was safe to use both the sink and the dishwasher. Within about 15 minutes of turning on the dishwasher I noticed a wet squishing sound coming from under the board near our fridge, when I called the company I was again assured everything was fine. In the morning I saw that the boards in the kitchen we all lifted. Since then I have been getting the runaround I asked for a separate report regarding damages caused by Reuben. Not the one supposedly included in the invoice: Haven't received it. I asked not to deal with ****** as he is very condescending. He has text me and I have been put on the line with him. I was supposed to have a phone meeting with John at 1pm and he chose to have his lunch over a phone meeting with a customer. I asked to speak to ***************************** neither has gotten back to me. I asked for a report from restorez. I was given a copy paste email not one from the company with their leader head. I asked for a report from x restorations I was given a report that doesn't show the severity of the damages done to my property. This company has severely damaged my property & has failed to take responsiblity. Their blatant disrespect to the customer is staggering.

  Business response

  12/21/2022

  Consumer Response /* (-5, 6, 2022/11/07) */ ***Document Attached*** instead of saying something like do to the fact that we caused your property damage, or caused you any stress we will be waving the fee to anywork done to your home. I was told ' Well you know you have a balance?? If you go through your insurance we will wave and that fee and give you substantial discounts on future work" which was a negotiation tactic I'm sure but could also be seem as a bribe. When I asked ****** for this in writing over 2 weeks ago my request was ignored. After this I chose not to deal with ******. I asked not to deal with ******, multiple times. However,I have been put on the line with him multiple times, and he has text me from his cell after my request. Multiple times I was given a window to speak to management it was always passed the window from 9-11 window given no call at 11: 15 was asked when would be best I said 12-1 they didn't call till after 2:30 saying 3-4 was contacted at 4:15 Again: I was supposed to have a phone meeting with **** at 1pm at 2:15 when I was contacted II was told by ****, on your recorded and monitored line that he was having his lunch over a phone meeting with a customer. I asked for a report from ********. I was given a copy paste email not one from the company with the companies leader head. I asked for a report from ************** I was given a report that doesn't show the severity of the damages done to my property. Which was gone over with me by ******* while he was still on my property. Which by the way these reports were given to me 3-4 days later after going back and forth. I refused any company that was referred to me by the company that damaged my property, especially when they tried to downplay the severity of the damages. When I asked for a repot from both restoration companied they said they were unable to give me a report & that I had to get it from LSP. When asked for the name & policy number of the insurance company I was given the runaround for a week before any information was given to me. Not one response to any emails I sent them. Almost a month later I finally was able to speak to "*****" their "supervisor" not one "I'm sorry for the trouble we caused you" "I'm sorry for not getting back to you sooner" "What can we do to assist you" Nope. Just a "Yes, you wanted to speak to me" Once I heard the tone I knew where the conversation was going. Bottom line?? They refuse to take any responsibility for the damages they have caused I asked them directly "Will you give me a report to explain the damages your company did to my property" I was told "No" Business Response /* (1000, 7, 2022/11/21) */ Upon arrival found multiple issues. LSP Plumbing went out for a mainline and leak outside of the house. Client had another company out there previous to LSP and had LSP dig it out and found out that line was not properly connected by previous company by kitchen drain and laundry drain. Laundry drain was rerouted to the outside. LSP ran camera through the existing clean out that was installed, camera would not go through, came with mud. LSP plumbing proceeded with customers permission to saw cut inside of the kitchen and reroute laundry line and also reconnecting kitchen line. She already a slab leak on the hot water side, client had hot water turned off prior to LSP arrivals. LSP Plumbing capped off line once hole was exposed and found out there were two additional leaks further down the line on the hot water side. LSP Plumbing gave client a quote to re-pipe due to so many leaks. LSP Plumbing has pictures and videos. LSP Plumbing attempted cap off line and remove water heater in order to find leaks due to previous company not installing properly. Please note that client has had slab leaks which damaged floors that needed to be torn up, none of the wood floors were removed by LSP. They were already removed by previous leak. LSP Plumbing installed new lines to the kitchen and laundry back filled and poured cement did not cover the hole in the kitchen because there were still slab leaks that needed to be repaired. LSP provided estimate for the reroute of the lines which customer agreed - LSP Plumbing was there for 4-5 days. LSP installed drainage plumbing properly, tested for leaks, no leaks. Only leaks that are still active are the ones from the hot water lines, which client is aware of. Recommend to reroute water lines or re-pipe. (Please see pictures) Consumer Response /* (3000, 9, 2022/11/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is a blatant lie to try & cover up an issue they caused. Nowhere on any of their invoice statements suggest any leaks. Only blockages which is why they had to remove and replace a pipe. Nowhere on the statement do they mention anything about my laundry line, or them moving my water heater.'Customer turned off hot water' nice try.This is a pathetic attempt. I already went back and forth with this ridiculous company who simply refuses to take any responsibility. Just look at the other complaints here. Zero accountability always the customers fault. Consumer Response /* (-5, 10, 2022/11/28) */ The photos they included were AFTER they damaged my property not before. Business Response /* (4000, 14, 2022/12/16) */ Client did speak with *************** regarding her concern. We cannot be responsible for the damage cause by the leak. WE out fixed the plumbing, and tested for leaks thereafter, there were no leaks thereafter.

• Initial Complaint

  09/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am beyond disappointed in my experience with Local Service Pro Plumbing. I really wanted to like them, and I even gave them a second chance after the first suspicious incident I had with them, and they still pulled some bull on me the second time. First, I get a quote for $79 to snake a house. I have it in writing. Make the appointment, the technician comes over. Suddenly get quoted $220 on site because of a very specific plumbing reason that no regular civilian would know to look for. I wasn't even told while I got the initial quote that there would be any chance that the price would go up. Technician is already there, so I paid it. Technician tells me that I have 90 days to call them back for them to come for free to fix it. Turns out a month later we still need to fix it. ********** calls the company and asks if the "warranty" thing is true, and they say yes and that they'd send someone the next day. Same technician comes. After he arrives, CHARGES 150 for not doing anything! I feel like I got lied to twice? Why even mention a "warranty" if that's not true?There's so much fine print that you would not be aware of.... The lack of transparency is absolutely unprofessional and unacceptable.

  Business response

  11/03/2022

  Business Response /* (1000, 8, 2022/10/14) */ Contact Name and Title: *******, Office Manager Contact Phone: ************ Contact Email: ******************************** LSP Plumbing went to location on two separate occasions. 1st Job the issue was in the pipe leading into the wall of the property further down the pipe located past the waste arm. . 2nd visit the issue was in the tail piece section of the pipe. (Please see image attached) The work performed was not the same as before. The issue was separate and the technician charged for the services rendered at location. This was explained to the husband of the clients at location. Please see below the scope of work performed on two different occasions. 9/20/2022 LSP Plumbing removed hair from the pop up assembly to clear the sink clog. 8/16/2022 LSP Plumbing will troubleshoot LSP Plumbing: 1. Removed P-trap under the lavatory sink and hallway bathroom. 2. Cable drain line through the dirty arm. 3. Removed and cleanout pop up assembly. Consumer Response /* (3000, 10, 2022/10/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this response as the business is not taking accountability for the mishandled communication on multiple accounts. Regarding the initial visit I asked on the phone whether it would be more than $79 the they said no, "a house is $79 flat." . so I have no reason to ever think it would not be $79. then someone comes to my house and they quote me for $200 because it is not what they expected. how would I have known that as a customer? I pay for the service regardless, and he tells me if I have a clog that I have a 90 day free warranty for him to come back. So then I call when we do have a clog again and ask if the warranty thing is true and then the person on the phone said yes. I had no reason to think that it would cost money for someone to come to my home again. They were both clogs in the same sink. I am not a plumber therefore I don't know how the services were different and if they were different you should explain that prior to arriving. Please take accountability of the fact that there is no transparency in your prices and there are people on your team that , purposefully or not, give misleading information. At the very least you can honor your "90 day free warranty" instead of having us pay way more than we were quoted both times. Business Response /* (4000, 12, 2022/10/25) */ During the initial call we indicated the original plumber would go out. We did not state it would be covered under the warranty. Technician also explained to the person at the job site that it was a different plumbing issue and they approved the work. We don't know what to expect if we don't go out to the location to troubleshoot further. Please listen to recording attached. The two stoppages we went out on two different days were located in two different locations of the pipe worked on.

• Initial Complaint

  06/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We called Local Service Pro Plumbing for an emergency plumbing issue we had in our home on a Sunday night so they were the only company that had any availability that night. They dispatched a tech who said he could be there by 9:30 that night. After MULTIPLE calls pushing the ETA back three of four times we were told " he's 10 minutes away" or " he's right around the corner, 15 minutes." Finally the tech showed up at almost 11pm (after giving us an ETA of 10:30) He took one look at the issue and gave us an estimate then left. We then scheduled an appointment for the following Tuesday from 11-1 and at 1:15 there was still no one at our property. I work out of town and my wife works from home so it's very important to us to have a reliable, on time service. At 1:20 I reached out to the office and was told the same thing as Sunday night. 15 minutes way, 10 minutes away and so on and so forth. Finally at 4:30, a full three and a half hours after our scheduled appointment we were forced to cancel the job for the day. I then requested a different technician since ***** had proven himself unreliable and we didn't feel comfortable having him work in our home. The following day, right before our appointment, we were told that all of a sudden ***** was the only technician available. Seeing as we hadn't had hot water in 4 days I felt we had no choice but to continue with ***** despite the disappointments of the earlier days. My question is why wasn't the office on top of their schedule? How did they not know who was available that day? All around unprofessionalism on all fronts. ***** finally arrived (again 10-15 minutes passed the end of our appointment time) when I was not home. He took one look at my wife and smiled and asked "Are you mad at me" and then laughed when my wife said we just need to get this job done and we've been waiting. What else are we going to say? This man is about to be in my house with my wife there alone. I request a full refund.

  Business response

  07/22/2022

  Business Response /* (1000, 8, 2022/07/08) */ Per *****: ***** (the client) had talked to AS on Sunday evening and I advised that I was on call for that night on Memorial day weekend and informed the customer that I would try to be there by 8:30 pm and was currently working on installing a water heater but would keep him updated and then finally got there at 11 pm and advised the client that his problem was high water pressure and the client said he would think about it and get back to us. Tech told him the office follow up with him Monday morning, but then the client called the office to book with LSP thinking it was a different company because the client said that someone told him they would be there at 9 AM but I never mentioned that I would be there at 9 AM. Tuesday, the client said to meet him there at 4 pm when he is home present with his wife, but I had a car issue with the starter and could not make it. Then rebooked for Wednesday and was on time and I asked the client´s (Wife) "How are you?" being polite, and she did not reply, then I asked "Is everything okay? You seem upset" and she answered with "we just wanted to get it done that is all", I smirked because I was nervous and still trying to be polite. After the job was performed the customer wanted a $400.00 discount because another company had ripped him off and charged him $600.00 and lied to him. Tech did my best to cover memorial day weekend and then after. LSP Plumbing gave the client a discount from the original bill from $**** to $******* due to unforeseen delay inconvenience. Client stated if they got a refund they wouldnt write a bad review. They still did and still got there refund. Client wanted to pay $******* only and in materials it was close to $600.00 only , they got a fair deal on a holiday weekend

• Initial Complaint

  04/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Got Local service pro plumbing off of Yelp..on 2/26/2022, explained that I had a tenant occupied house with a clog Kitchen sink.and asked if they could repair it.....they said they could have someone out at the property later in the afternoon and because it was on the weekend it would be $199.00, I agreed. The service tech showed up at around 2-3 o'clock that afternoon. knocked on the front door and asked to be let around to side yard under the Kitchen window on the exterior and proceeded to snake the clean out, which was not the problem at all. Service tech called me to let me know that he was not able to fix the problem and the drain line needed Hydro jetting for $800.00 and they couldn't get to it until after the weekend about 3 days later. The following day which I believe was Sunday 2/27/2022 I went over to the property and repaired the kitchen sink. the trap and drain line were completely blocked with debris and slug...I replaced the 2" drain line and cleaned the P trap ( problem solved) . I come to find out from my tenants that the plumber never even went into the house to check the sink and the tenant even invited him in to check the sink. BTW I'm a License general contractor. #XXXXXX since 1973 in good standings, and usually do my own repairs except I had a job on Saturday 2/26/2022 and I didn't want to hang-up my tenants...I contacted the company a couple to times and asked for a refund and they said they would get back to me. that was 3 weeks ago, I'm still waiting...I'm in the process of filing small claims I'm just trying to locate the Owners name as it is a Corperation. I've also filed a complaint with CSLB

  Business response

  06/24/2022

  Business Response /* (1000, 8, 2022/05/03) */ RESPONSE: CLIENT CALLED OUR OFFICE ON 2/26 WHICH IS A SATURDAY WE HAVE A WEEKEND FEE OF $199.00 THAT CLIENT AGREED TO . OUR TECHNICIAN WENT TO LOCATION AND ATTEMPTED TO CLEAR STOPPAGE - TECHNICIAN WAS UNABLE TO CLEAR AND LEFT A RECOMENDATION FOR A HYDRO JETTER DUE TO THE EXCESSIVENESS OF THE STOPPAGE. WE WILL CREDIT THE $199.00 TOWARDS THE RECOMMENDATION. WE HAVE RECORD THAT CLIENT AGREED TO THE $199.00 WEEWKEND FEE PRIOR TO OUR TECHNICIAN GOING TO LOCATION.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩