ComplaintsforHead's Plumbing Sales & Service, Inc.

• Initial Complaint

  01/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Head's Plumbing sent Technician ************** on April 17, 2023, after a sewage line blockage caused backup and overflow in a shower and toilet. He confirmed the blockage was under the house and told me it would cost $850.00. I agreed. Thereafter he told me he needed another person and more equipment, and it would cost $1,955.00 with a 50% deposit. I wrote the $977.50 deposit check and signed his mobile device as requested. After receipt and printing I saw a signature at "******% percent satisfied" with the work on April 17th, before work had begun. He returned with another person April 21st. After receiving the final $977.50 check ************** told me the bathroom would back up again and he is sending me an estimate, good for thirty days. The estimate was $842.87. The bathroom backed up and overflowed two (2) days later (Sunday, April 23rd). I wrote Head' Plumbing with this complaint among others. I spoke with Ms. ******* Head who did not acknowledge the work was not done but did not dispute it either. Her response was she regret I was not satisfied. She sent Technician ***** who she said was her best. He came May 31st, but instead of fixing the sewage line problem, I was sent an estimate to replace all of the pipes and hardware under the house for $6,820.39. After inquiries I called ************, **** that sent two (2) technicians on June 5, 2023. They pulled a toilet, cleared the line, and made sure the line drained all the way to the street. I received a 30-day warranty, and Senior Discount that made the total price $500.00. There has been no blockage, backup or overflow for 30 weeks (over 200 days). I want a full refund ($1,955.00) for work not done by Head's Plumbing, as evident by **************'s admission, the April 21, 2023, estimate, and subsequent $6,820.39 estimate. I have correspondence with **** delivery verification, Head's Plumbing documents, cancelled checks, and ************ LLC workorder and cancelled check.

  

  Business response

  01/11/2024

  See attached

  Customer response

  01/11/2024

  THESE ***************) PAGES ARE MY DOCUMENTS THAT I SENT TO BBB OF METRO... TO SUPPORT MY COMPLAINT,

  

  Business response

  02/03/2024

  Summary
  The ****** residence has a major issue with its drainage system.  The cast iron pipes are old and decaying, there is build up of mold in the crawl space (a result of excessive unaddressed leaking of sewage and grey water in the crawl space due to the drainage system being improperly back pitched in the wrong direction), section of the support system for the cast iron pipes have broken/compromized and the cast iron pipes are improperly laying on the ground (videos attached) which prevents the proper back pitched needed for waste to exit the home.
  During the initial service appointments on April 17th and 21st (2023) Heads Plumbing Sales and Service, **** provided *************** temporary relief and got all drains freely flowing but due to the condition of his homes drainage system Heads Plumbing Sales and Service, *** informed *************** that the service work performed would only temporarily resolve the issue and the drains would eventually back up again. A better option would be to permanently resolve the issue.
  On May 31st (2023) Heads Plumbing Sales and Service, *** wenr back out due to a whole house storage, we provided *************** with a permanent solution that would completely resolve his drainage issue.  Heads Plumbing Sales and Service, **** as a company does not provide multiple temporary solutions to our customers as we understand that the issue will remain reoccurring and continue to be a ongoing financial burden to our customer.
  During this visit we informed the customer that 51% of the money he paid during his initial service appointments (April 17th and 21st) would be credited towards the permanent repair and the customer refused **********************.
  Please note that a zip file is attached that includes photo and video (11 total) evidence of the ****** residences drainage system
  -
  Detailed Explanation
  On April 17, 2023 Heads Plumbing Sales and Service, *** began service work to unclogged two drains located in the same bathroom (shower and toilet) for *************************** at ******************************  The technician arrived at 11:02 AM and provided *************** with an estimate prior to starting the service work.  After clearing the line to the full capacity of the equipment on site at 1:45 PM, the technician informed *************** that the remaining blockages in the line would require heavier duty equipment and an additional technician to operate said equipment.  *************** agreed to the additional cost and to accommodate Mr ******* doctors appointment both parties agreed that Heads Plumbing would return on April 21, 2023 to clear the blockage.  The technician left the ****** residence on April 17, 2023 at 2:03 PM.
  On April 21, 2023,  Heads Plumbing Sales and Service, *** arrived at the ****** residence at 1:18 PM to complete the service work.  The technicians were able to clear both drains and confirmed that water flowed through both drains freely without impediment.  The technician informed **************** that the drain lines would back back up due the the condition of the cast iron pipes in his crawl space.  And that clearing the line would only serves as a band-aid and not fully resolve his drainage issue.
  The cast iron pipes which make up the drainage system at the ****** residence are in dire condition.  The attached videos reflect the condition of the homes drainage system.  The supports system for the cast iron pipes are broken as a result the cast iron pipes are laying on the ground in the crawl space which prevents the proper back pitch that is needed to allow waste to freely exit the homes drainage system.  The videos also display the vast amounts of mold in the crawl space due to unaddressed leaks from the drainage system.
  At the completion of the service appointment on April 21st, *************************** had paid Heads Plumbing Sales and Service, *** a total of $1,955.00
  When Heads Plumbing Sales and Service, *** returned to the ****** residence on May 31, 2023 the entire home was backing up.  Our Master Plumber arrived on site at 11:51 AM.  After a thorough examination of the home which includes the attached video documentation and commentary of the homes drainage issues, he provide *************** with an estimate totaling $6,820.39 to replace 4 cast iron drain line for (2) bathroom groups and pull and reset (3) three toilets.  
  This estimate would permanently resolve all drainage issues at the ****** residence.  The estimate included a savings of $757.83 and the company would provide *************** an additional credit of $1,000.58 which reduced the total amount due to $5,819.82.
  As a company we will not provide multiple temporary solutions as our goal is to resolve our customers issues.  Therefore, no service work was performed on May 31st as the customer did not want to move forward and the technician left at 1:24 PM
  
  

  Customer response

  02/05/2024

   
  Complaint: 21097815
  
  I am rejecting this response because:1) Technician ***** told me on May 31, 2013, the bathtub leaking water lines had nothing to do with the sewer line drainage.  2) Cast iron sewer pipes are not laying on the ground and are supported by hangers throughout the crawl space. Years of crawling to the furnace shown in the background, to replace filters, has pushed dirt up to, under, and alongside the pipes.   3) Had I been told Head's Plumbing provided ******************* I would not have agreed, and paid, $1995.00.  4) Another plumbing company cleared the sewer drain line June 4, 2023, for $500.00, and there has been no backup to this day - 245 days (8 months) later. 5) A State or state-certified/licensed professional service will be engaged to assess the efficacy and integrity of the sewer line drainage system. Response will proceed from the finding(s).

  Sincerely,
  

  
  ***************************

  

  Business response

  02/10/2024

  *************** requested a permanent solution to his drainage issue. Upon inspection of his drainage system in crawl space area, technician found multiple issues from unsupported piping, leaking pipes and back pitched piping. Technician found areas of unsupported cast iron and PVC piping in crawl space area. In accordance to local plumbing codes cast iron piping must be supported every 5ft and PVC piping every 4ft. Technician found approximately 15ft of unsupported cast iron piping and 20ft of unsupported PVC piping. Technician gave *************** a price to correct those issues and replace his cast iron piping with with PVC piping for 2 bathroom groups. The price given was approximately $6000.
  

  *************** had another company to come out and unstop his drain line ($500) which is a temporary solution. The work scope quoted from us is different than this company. We give all our customers upfront pricing and have no issues with them checking around on prices. Prices will vary from company to company.
  
  We have submitted photos and videos showing the issues that we found.

  Customer response

  02/11/2024

   
  Complaint: 21097815
  
  I am rejecting this response because: I stand with my response of 2/5/2024. And will review corporate and licensing provisions for Head's Plumbing Sales and Service, **** and its technicians.

  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  May 12, 2020, sump pump installed by Heads Plumbing at a cost of $2,492.50. May 21, 2020, $1,000 paid by my sister, *********************** thru her **** debit card & the balance paid by *********** ******* (a non-profit organization to help seniors, veterans & disabled with home repairs). April 8, 2022, called Heads Plumbing stating basement taking on water and damaging *************** heater. Heads Plumbing came out the following ***************** stated gravel used was too fine, causing pipe to *********** leading out was flowing into a neighbor's yard which was a violation. June 10, 2022, I emailed Heads Plumbing asking them to make the necessary corrections based on their own tech's observations. June 14, 2022 Heads Plumbing denied having done the install. June 20, 2022, my sister, ***********************, emailed Heads Plumbing with supporting documentation proving that they did indeed to the install & again asking that they do the remedial work. June 23, 2022, Heads Plumbing tech came out in the morning and attempted to modify what he initially said, i.e., "he personally felt that the gravel was too fine" and that they would fix the problem, but it would cost her. (attached are all pertinent emails to and from Heads Plumbing.

  

  Business response

  07/27/2022

  We would like to apologize for your unfortunate incident of your basement taking on water. Heads Plumbing Service offers a one year warranty on our services. 
  

  This sump pump was installed by Heads Plumbing right at 2 years ago, which is outside our warranty period. We offered to redirect the discharge of the water to terminate on the ******************* at no charge. Sump pumps in basement can be a good resolution, but do require periodic maintenance to insure continued functionality. Heads Plumbing also offered suggestions to the homeowner to help alleviate the amount of rain water coming into the basement area.

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