ComplaintsforJoe Cole Plumbing Corp.

• Initial Complaint

  09/22/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I got a leak from the kitchen ground every time I used my washer machine when it drains. I called *** **** plumbing to ask for an estimate to fix the problem and Johnny **** said a camera needs to be run to detect exactly where the leak is and fix it right away. Well, his camera never worked, neither detected where the leak is and video never was provided. His guy came for a second time to cut a piece of kitchen wall to say "the leak comes from below slab", can't fix it today, my boss is going to call you to give you an estimate to fix the leak and left my house. Ten minutes after I received a call from an unknown public adjuster saying the plumbing company gave him my number to contact me. I never gave permission to share my personal phone number. I have called Johnny **** multiple times asking for my estimate, instead, he wants me to pay first $650.00 for the camera and $225.00 for the wall cut, total $875.00 if not, he is treating me to send to collections. Please help.

  Business response

  10/21/2021

  Business Response /* (1000, 6, 2021/09/23) */ We were referred to the Homeowner by another Plumbing Company to perform a camera inspection of the sanitary lines. Homeowner called us to book an appointment and discuss pricing. We told the client the camera inspection runs $650.00. He agreed and we set up his appointment. We arrived at the site and deployed our camera equipment to the roof and commenced with the inspection. We attempted to inspect all of his drain lines and we found that the condition of his lines were so dirty we were unable to see anything. In order to inspect the drain the line needs to be reasonably clear for us to see what kind of shape the system is in. Because his lines were so dirty and we were unable to see, we suggested to the client that he approve a Hydro Jett service which would clear the line thus allowing us to perform a more thorough inspection. Although we were unable to see what condition his lines were in because they were so dirty, we still had the same amount of time invested to perform the inspection. Although we were unable to see anything due to the condition of the lines, we still performed our work as promised. After the camera work, we discussed some options with the client. One was to perform the Hydro Jett and then re-camera the line, but the client asked us to open the wall behind the kitchen to look for the leak as water comes out of the wall when the washer is discharged. We discussed pricing and $400.00 was agreed upon. We then opened the wall and as anticipated we found the line to be broken beneath the slab. This is why the other plumber suggested a camera inspection which would pinpoint the break in the line. When we opened the wall, we found it took less time than expected and as a courtesy we reduced this bill to $225.00 to help our client out. After our fact-finding inspection, we believe the entire sanitary system needs to be replaced. There is a break in the line that comes from age and our experience suggests that it is a mistake to try and repair a line when in all likelihood the entire line is rotted out. Because of the enormous cost of this undertaking, we suggested he speak to an adjuster as most homeowner insurance policies have coverage for this sort of thing. I recommended an adjuster we have worked with in the past in what I thought was in the owners' best interest. As I understand it from his complaint, he doesn't want to speak to the adjuster which was unknown to me for as I said we were trying to assist him. Further, he has refused to pay us even though all charges were approved before we did any work. In trying to collect on our work from May we told him we would have to turn his call over to collections if payment isn't made. We did what was asked of us and are rightfully entitled to be paid. Lastly because we were referred by his previous plumber we didn't want to step on their toes as we do have a relationship with them as they refer us to various clients when they need camera work performed. We suggested the homeowner reach back out to them for pricing to replace the lines. In our opinion we did perform the camera work and due to the condition of his lines the inspection was inconclusive, but it was performed nonetheless. Payment should have been made. Consumer Response /* (3000, 8, 2021/09/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dear Sir or Madam: In response to *** **** Plumbing Corp's response dated September 23, 2021, when discussing a camera inspection with *** **** Plumbing Corp., it was verbally confirmed a camera inspection would be performed in agreement to a solution to take place regarding the leak issue I was facing. $650.00 was quoted for such job to be completed, however, if you claim due to "obstruction" and "dirty lines" the work could not be completed, then that statement alone shows your company is wrongfully and unjustifiably billing me for an action that never occurred. Being that the job was unable to be completed, fees should be waived as a job was not performed as promised. Furthermore, Johnny ****, contacted me via phone to recommend that my kitchen/living room wall should be opened as they do not recommend the Hydro Jett. Plumber, Fernando, stopped by to cut the wall. I am not a plumber therefore I would not advise to perform an action involving plumbing, their statement claiming I was the one who initially asked for my wall to be cut rather than the usage of the Hydro Jett is false. I verbally told him as long as a solution will come out of the wall being cut, I would agree to it. The plumber cut out the wall and left. Afterwards, I received a call from a Public Adjuster referred by *** **** Plumbing Corp. I never gave permission nor authorization to provide my contact information to other parties. I told the person on the phone who claimed to be a Public Adjuster that I did not feel comfortable providing my personal information to an unknown subject. *** **** Plumbing Corp not only left me with a hefty bill but with zero solution(s) and a massive hole in my wall in addition to giving out my personal information to unknown persons. Furthermore, I am facing harassment by *** **** Plumbing Corp as they are threatening to take me to Collections. When a job is promised then is unable to be performed, the client should not have to suffer in result of it. Sincerely, ****** ******* Business Response /* (4000, 10, 2021/10/08) */ In response to clients email the Camera Inspection he asked us to perform was in fact an Inspection NOT a solution to his issue. As with all tests, they are sometimes inconclusive for a variety of reasons. This one being his lines were so dirty we were unable to see what was going on in his lines. However, the test was still performed. It took the same amount of time and effort. Just because we can't see in a dirty line didn't mean we didn't conduct the inspection. Additionally, prices were given upfront. Because the test was inconclusive he was presented options to either Hydro Jett the lines so they would be cleared and then we could perform a reinspection and / or open the area behind the sink to see where the water is coming from when the dishwasher is used. Prices were discussed beforehand. Customer elected to have us return to the site and open the wall and agreed to pay $400.00 to perform this task. We then opened the wall and found that the water comes up out of the floor when the Dishwasher is used where the drain line penetrates the concrete floor. We explained the line is broken but we can't pinpoint the break because we can't see in his pipes because they are too dirty. At no time did we ever tell the customer these inspections would be his solution. Rationally thinking one would certainly understand the difference from an inspection vs a solution. Because of his ongoing issue and the potential costs associated with its costly repairs we suggested he use an Adjuster to help him navigate his insurance policy for most of these costs are covered. We never provided any personal data to anyone; we simply provided his name and phone number to the adjuster to help him. We have been aboard with this client the entire process even reducing our charges for opening the wall from $400.00 to $225.00 without even being asked as a courtesy to him for it took us less time than anticipated. This again was done as a courtesy as we treat all our clients fairly. Unfortunately, we already reduced one of his bills from $400.00 to $225.00 and the other bill of $650.00 will need to stand. Combined his billed totaled $1,050.00 and have been reduced to 875.00 thus saving him $175.00. We have been as fair and forth coming with this man as we possibly could. Consumer Response /* (4200, 12, 2021/10/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) As per my previous rebuttal, I contacted *** **** Plumbing to FIX a leak / flood issue in my kitchen. I was told in order to fix the leak / flood a camera must be ran to detect exactly where the leak was coming from. The camera was meant to allow the plumber technician to conduct a visual inspection, however, as Mr. **** said, the camera was unable to be used at its full function, therefore, the job was incomplete and void. Moreover, *** **** Plumbing never disclosed I was to pay $650.00 for an incomplete job regardless of the cause. An invoice is provided upon completion of a job, in this case the job was NOT completed and I was unreasonably given an invoice. On *** **** Plumbing's second visit it was mentioned since the camera didn't work as per our commitment, the kitchen wall would need to be cut to access to the leaky pipe to fix it and it could probably cost around $400.00 including labor and parts. The drywall cut measured at approximately 4 feet x 2 feet which was completed by your associate in less than 3 minutes. Upon completion, the plumber then he states "oh, you got a leak" and I replied "of course I got a leak." The plumber responded with "I can't fix it today, my boss is going to call you with a new quote, so, I'm going to charge you $225 for now and it will be deducted from the new quote." Immediately after, he left. Ten minutes later I got a call not from his boss as he said I would, but from an unknown public adjuster soliciting services. There was never a discount. In what kind of mind someone is going to pay $400.00 just to cut a piece of drywall. Please, don't insult my intelligence. This is theft at its finest. I regret ever contacting *** **** Plumbing. What a waste of time with lack of professionalism, providing misleading plumbing services and not being able to admit their unskilled performance. I repeat, a client should NEVER be held responsible for the mistakes of a company. I contacted *** **** Plumbing for help, seeking a solution, and instead I have been left with a horrendous hole in my wall, wrongful invoices, and a headache caused by dealing with their act in cruel and unethical way of practicing.

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