ComplaintsforDependable Plumbing Company, Inc

• Initial Complaint

  11/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called Dependable Plumbing because my toilet was clogging and I couldn't use my washing machine without the water coming up through the pipe and dumping all over my floor. They supposedly fixed the issue. 3 days ago I started having the same issue. Called them back because they said they guarantee their work. They came out today and said it would cost another 1,000 dollars for them to fix the same issue they originally came out for. It's been 1 week. 1 week and they refuse to stand by their guarantee. They never fixed the problem, only put a bandaid on it. Now I'm left with no bathroom and no way to wash clothes and I have 3 children. Not only did they not fix the issue they took my money knowing it wasn't going to solve the problem just so they could be called back out and charge me another 1000 for services I already paid them to do. I got told they only guarantee their work for 24 hours and that they will not fix it without another payment.

  Business response

  12/14/2023

  To start with, the repair included pumping her septic tank and also pulling and resetting a toilet so we could run a cable machine down the main drain to clear.
  
  When my septic team arrived, they dug up the septic tank and opened the lid. Generally when we open a septic tank, we are met with a rush of septic gas. When we opened her tank, it smelled like cinnamon. When the team asked her about that, she informed us that she had been pouring CANDLE WAX down her drains as she made her own candles. We pumped the tank but the house was still backed up. 
  
  I had to call out another team who pulled one of the toilets and ran a cable machine all the way to the tank to clear the blockage. Often when a tank backs up and the toilets are continued to be used, the solids will collect in the line and form a blockage. Anyway, the cable cleared the line and the entire house flowed into the tank. With the tank still open, we flushed every toilet and ran every sink and tub/shower to ensure everything was clear and flowing into the tank. There were no issues when we left. We buried the tank and received payment.
  
  We were called back over a week later, not three days, and they were backed up again. I informed her that I could not return free of charge as her lines are full of candle wax and my recommendation was to have her lines jetted to remove all of the wax. This would not only clear the blockage but also completely clear all of the wax out of her lines. She refused the service and insisted that we were at fault.  We never discussed price so I am not sure where she is getting another $1000 charge. She did originally pay approximately $1000 but that was for the septic pumping $550 and the separate charge for the toilet pull/reset and the cable machine. She would not have to have her tank pumped again.
  
  Her husband called a few days later and he had a friend of his come clear the line again for $300, or so I was told. I told him that we could not be held accountable for his continued blockages as no responsible person I know would be pouring candle wax down their drains. They had been flowing freely for over a week with no issues so we had obviously cleared the initial blockage. However, I did feel sorry for him. I knew they did not have much money as her father is the one who actually paid for the initial repairs. I told him again I could not be held accountable for what his wife was doing and his continued blockages, but I would meet him halfway and offered to pay $150 toward the second repair. He told me that was acceptable and I personally delivered the check to his house.
  
  
  
  Regards,
  
  **** ** *****
  General Manager
  Dependable Plumbing
  

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