ComplaintsforPamela's Plumbing, LLC

• Initial Complaint

  05/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  They did not replace wax seals appropriately causing water damage to ceiling and insulation. They claim damage was there before even though it wasn't because it was only a wax seal problem. Another company came out and fixed their work and replaced the improperly installed wax seals but I still have damage to my ceiling. They refuse to pay for the damage.

  

  Business response

  07/26/2022

  Business Response /* (1000, 5, 2022/05/13) */ The original call came */**/22 through the customer's warranty company. It clearly stated on the work order the following: This is a check and advise. See special instructions. WORK ORDER: ****-**** PROBLEM #1: Plumbing / Pipe leak Location: Guest Bathroom Type: (unknown) UPSTAIRS HALF BATH THAT IS OVER THE GARAGE IS LEAKING INTO THE GARAGE SPECIAL INSTRUCTIONS: Check & advise. Call ************ with diagnosis before initiating repair and/or replacement. Authorization is required prior to payment of any invoice. The damage was already there prior to our company coming out. Since the policy was just bought - effective **/**/22, it came to our company as a check and advise. Meaning we can't do anything unless the warranty company approves it. We called it into the warranty company to ask to open the ceiling and to check to see where the leak was coming from. We wanted to see if the leak was only coming from the toilet or if any pipes may be broken. We wanted to start with the open ceiling and pulling and resetting the toilet and it was denied because the policy was too new for services. Invoiced **** for 50.00 customer paid her 75.00 co payment with the following notes: Notes:****-**** Need autho to cut ceiling- coming from GB. ****** The ****** is the denial autho code that the customer's warranty company gave our company to bill it out and they would contact the customer to let them know of the denial. **/**/22 we received a second call from the warranty company that now stated this (note, it's a completely different work order number as if it were a recall, it would have been the same work order number as our first call): This is a check and advise. See special instructions. WORK ORDER: ****-**** PROBLEM #1: Plumbing / Toilet Date Started: **/**/2022 Add-on to work order SPECIAL INSTRUCTIONS: Check & advise. Call ************ with diagnosis before initiating repair and/or replacement. Authorization is required prior to payment of any invoice. It was this call that our company invoiced for replacing wax rings: Notes:****-**** Replaced wax rings x2 That was still a check and advise so we had to again call to get approval but the warranty company only approved us pulling and resetting the toilet. We really needed to make access to the ceiling as well to be sure there were no other leaks but it was only approved for the pulling and resetting the toilet. */**/22 We received another call from the warranty company stating this (note this is also a different work order number and it wasn't a check and advise because of the length of time was more than 30 days since the customer had the policy): WORK ORDER: ****-**** PROBLEM #1: Plumbing / Pipe leak REQUESTS PRIORITY SERVICE! Location: Guest Bathroom Type: (unknown) and shortly after got another follow up email with this: * CANCEL * CANCEL * CANCEL * CANCEL * CANCEL * CANCEL * CANCEL * CANCEL * to cancel the call. The customer stated she didn't want us coming out as she didn't trust our company doing the work and wanted a different plumbing company. The customer contacted me */*/22 and said she spoke to her warranty company about the damages and they weren't going to pay and to contact our company to see if we would pay. She stated she had another company come out to fix our work (they made the ceiling opening and reset the toilet) and needed her damages repaired because it was our fault. She sent me pictures of the work as well as the invoice ticket from the other company. We also contacted the other plumbing company and they sent pictures as well of the toilet. The pictures show metal bolts on the toliet but we always use plastic ones to prevent them from rusting and leaking. We also noticed that the wax rings themselves were still over the toilet flange so it couldn't be possible to leak. I explained I would have to look further into it to research it and get back with her by Friday or the latest on Monday by end of day */*/22. I needed time to pull the tickets and do some research and get back to her. I contacted her On Monday */*/22 as I said I would and she was upset that we decided that we looked further into everything that we weren't going to cover the damages as the damages were already there prior to our company coming out. She became very upset. She stated she will continue to write bad reviews and let everyone know to never use our company. She kept saying we were liars and told her warranty we replaced a wax seal the first time and didn't but clearly that is not what we did. The approve shows what our 1st invoice said. I couldn't even explain anything to her and eventually I couldn't even speak because she was talking over me. I said have a great day and ended the call. We have to follow the instructions of the warranty company otherwise, we don't get paid for services. The customer is always able to override that by paying directly for something and speaking to their warranty company later on about reimbursement. We certainly don't mind paying for anything that is our fault and have in the past but it was clear to us that the damage was already there prior to our company coming out to the property. There is only one way to set a toilet and in the event that it was improperly set, the water would come out the bottom of the toilet onto the bathroom floor not through the ceiling. Since then, the customer continues to go on social media posting negativity about our company and telling people to do not use our company. As previously stated, we don't mind taking care of problems that we cause, in the case, the damages were already there from the very first work order - the leak into the garage....ceiling was already wet and the insulation was already wet....nothing we did prior to getting there: PROBLEM #1: Plumbing / Pipe leak Location: Guest Bathroom Type: (unknown) UPSTAIRS HALF BATH THAT IS OVER THE GARAGE IS LEAKING INTO THE GARAGE. Consumer Response /* (3000, 7, 2022/05/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) You did not need autho to open the ceiling as the problem was from a wax seal. I've contacted the warranty company 3 times to which they state they did not deny my first claim at all and that you all billed them for a wax seal that was not put in. Problem #2 when the recall was done the wax seals were faulty when placed on. I also asked your guy if we still needed to cut the ceiling open after replacing those to make sure it wasn't a pipe problem and he reassured me it was not and that we didn't. My mom came to stay we turned the water back on as we have every time the water has been off to the toilet when someone isn't using that guest bathroom. When she flushed it water came down the wall again proving it was not done right by you all. I didn't trust your company anymore and I got another company and cancelled yours. The other company came and proved it was wax seals improperly installed by you all and the water wasn't doing that damage in the ceiling till after you all came and improperly installed it. I will continue to give you bad reviews because it was a bad job and I'm sorry if others have the same bad experience. I also use to work for a warranty company and I know you can call right in front of the customer to get autho for anything and that should of been done instead of being sneaky. I will need extensive proof to prove that the warranty company did not approve my claim because that's a lie. They told me other wise and would have definitely called me just like they did for a part on my range the other day. It would be in your best interest just to fix the damage. It's probably dried out now and since the other company came and did the right job we have no longer had problems which proves it was your fault for a improperly installed wax seal and for lying to my warranty company as this is not the first time you have. I have plenty of people to back me up. Also you say you have pictures but I was standing with your guys the whole time they were here and no pictures were taken but I have all kinds of proof including an invoice from the other company. And we can call my warranty company if you want to prove things. Maybe this is not you pamela being a liar but maybe your husband was the first time not sure. Business Response /* (4000, 9, 2022/05/19) */ We did need to get authorization to open the ceiling to ensure that the leak was coming from the toilet and not anything else. Warranty companies have to approve that because afterwards, they usually send out drywall companies to repair the holes in the ceiling that have to be cut for the repairs needed. That has been our experience working with warranty companies in the past. Since this was a check and advise, we didn't have permission/approval to make or do any repairs until it was approved. When customers call into their warranty companies, they speak to customer service but when service providers call into warranty companies, they speak to authorizations departments. These are two totally different departments. The customer service departments is exactly that, to provide and agree with the customer and make the customer happy. Th authorizations department are in a sense the not so good guys. They have to approve or deny customer's service request based off of their plans and coverages. The information provided to the warranty company : ****-**** Need autho to cut ceiling- coming from GB The denial from warranty company: ****** is the denial autho code that the customer's warranty company/authorizations department gave our company. We truly are apologetic that you had a leak prior to our company coming out: WORK ORDER: ****-**** PROBLEM #1: Plumbing / Pipe leak Location: Guest Bathroom Type: (unknown) UPSTAIRS HALF BATH THAT IS OVER THE GARAGE IS LEAKING INTO THE GARAGE SPECIAL INSTRUCTIONS: Check & advise. Call ************ with diagnosis before initiating repair and/or replacement. Authorization is required prior to payment of any invoice. It clearly states that it was leaking into the garage. Again, this was prior to our company even coming out. The damage had already happened if water was leaking into the garage....the ceiling was wet, insulation was wet, etc. For the second call, again, completely different work order (if it were a recall, they would have given the same number (from 1st call ****-****) but the 1st call was denied or otherwise, they would have given the same work order number to it) and even states started on a different date for the problem starting: This is a check and advise. See special instructions. WORK ORDER: ****-**** PROBLEM #1: Plumbing / Toilet Date Started: **/**/2022 Add-on to work order SPECIAL INSTRUCTIONS: Check & advise. Call ************ with diagnosis before initiating repair and/or replacement. Authorization is required prior to payment of any invoice. Stating to continue to give our company bad reviews and it's in our best interest to fix the damage certainly isn't a way to ask any company for help. Nor is posing blame and calling our team liars etc We didn't cause the damage to start with and nor do we feel it's our responsibility to pay for the damages. The BBB is more than welcome to help decide in this case. Consumer Response /* (2000, 11, 2022/05/23) */ (The consumer indicated he/she ACCEPTED the response from the business.)

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