ComplaintsforPayless Rooter/Drain Cleaning & Mato Plumbing LLC

• Initial Complaint

  04/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a tankless water heater installed last Sept/October ish. I asked them to come and inspect it so in case if I ever needed proof. Someone came out at the beginning of this year to inspect it. I have called the company now, I don't know how many times, to get a copy of my inspection. NO ONE has ever called me back with a copy. I am tired of calling and not getting any response from anyone. I just want a copy of my inspection in case if someone asks for it down the road, or if I ever sell *********** I can show that it was inspected. Thank you

  Customer response

  05/23/2022

  Dear *****:
   
  Thank you for taking time to contact Payless Rooter about this issue you encountered. We regret any inconvenience you may have experienced, and we assure you that we are anxious to retain your satisfaction. 
  We would like to have a permit pulled as you requested. We do need to send out another plumber to your residence to get this started. If Monday 5/21/22 @ 8:30 am works for you, we would like to start the process. 
  Our customer team reviewed your information and found the last plumber that was to finish your project unfortunately does not work here. The inquiry of your work order #***** & was submitted and when Tech **** had left it showed the work order was finished. This is where the miscommunication started. 
  If this time or day does not work for you let us know and we can schedule it to a more convenient time.
  We thank you for the opportunity to assist you in this matter,
  

  
  

• Initial Complaint

  04/05/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I went with these guys when I was having issues with a water heater because they had the first availability and no initial service cost (other companies charged between $50 and $80 to come out but the fee went towards the cost of work, if work needed to be done). After they came out and tightened a few screws (they were at my home for less than an hour and no parts were needed) they said the service fee was $175. The whole process felt very bait and switch. Worse, two days later the water heater was having issues again. As a reference, my normal company charges $79 to come out so $175 for less than an hour of work and no repairs other than tightening a couple nuts is bonkers. Worse, I didn't initially request a refund but did leave a 1 star review on Thumbtack (other should know about the no service fee bate and switch) they left an entirely dishonest response. Saying the tech was there for more than 2 hours (he wasn't, and I'm happy to provide my call log as evidence). A bait and switch is bad enough, being dishonest in a response to a review is an unethical business practice. I've attached receipt from 9:15a. This was sent after the tech had already left. Their earliest arrival window was 8a so even if they came right at the beginning of the window (they didn't) there is no way the tech was there for as long as the company is claiming.

  

  Business response

  04/20/2022

  Good day ****** G-

  
  That is unfortunate that you felt that you didn't get any satisfaction from tech **** that went to your rental. He did as you requested have him test both water heater and gas dryer. Shows that both were tested and were work according to code. Unfortunately sometimes water heaters will go out, **** noted that it shows that pilot light on water heater was tampered with. The notes from the tech and he was there roughly an hour. And he worked on both Gas Water heater and Gas Dryer as requested- It is unfortunate that you felt that he didn't do enough but he did discount your **** when he charged you. Normal price should have $199 X 2 an hour - to diagnose and he worked on both items. Gas is a specialty not anyone can work on. I hope this clarify your understanding.  We have everything time stamped from the time of arrival to close out of the work order and i and email it to you states he started at 8:27am -9:22am and closed out the work order @10:24am. We don't lie we are honest. i have proof of the time spent on the job. all are accurate time stamped and we cant alter those time stamps. I hope your day gets better & this clarify any further confusion. See attached invoice, time stamps from service system and further rebuttals from Payless to ****** on Thumbtack review, ****** review, ***** communications, & Her invoice that she signed and acknowledged service completed to her satisfaction.

  Best Regards,
  Payless Rooter

*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. ↩