ComplaintsforPetersen Plumbing & Heating Co

• Initial Complaint

  11/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We bought a newly built house in ********** ****. It came with a 1 year builder warranty. Before we moved in we were doing work in the basement when the workers noticed water on the floor of a bathroom. The workers saw Petersen plumbing employees and our builder in the street and relayed what happened. Petersen workers subsequently entered our house WITHOUT our knowledge to see what is wrong. They never told us they entered our house or what they did. 2 days later the whole sewage line backed up. At that point we found out by word of mouth that Petersen trespassed into our home. Through the warranty, the builder then brought Petersen back into our house to clear the blockage in the sewage line emergently.1 month later Petersen sent us a bill, not itemized for $282. They continuously refuse to show us footage of what was in the plumbing. They claim the blockage is not part of the warranty because they claim to have found tampons blocking the pipes. We had not lived in the house yet. Its a brand new house. We emailed and called Petersen twice complaining about their trespassing and their lack of transparency about the blockage. They are ignoring our emails and not replying back to us. Yet they have sent us 3 bills so far asking to be paid for the damage ensuing from their trespassing

  Business response

  12/08/2023

  Petersen Plumbing was asked by ********************** to take a look at a leak while another sub-contractor was working at this residence.  We happened to have a plumber nearby and stopped by to take a look.  Petersen Plumbing did not trespass in any way.  We were simply asked by our contractor to take a look at the issue.  All parties involved were just trying to to the right thing and prevent any damage to this new home.  Days later we were called about a sewer back up.  My cleaners were booked for the day so I had a cleaner stop by after hours with the general contractor who built the home.  We cleaned the drain and pulled out dried up crusted feminine products which caused the blockage.  The items were thrown in a bag and the general contractor threw it in a dumpster.  Petersen Plumbing does offer a 1 year warranty on PPH related issues, but in this case, PPH was not at fault for this blockage.  The general contractor asked us to schedule a camera tech. to camera the underground plumbing to make sure we had proper slope.  The video which was sent to the new homeowner shows that our piping was properly installed.  The homeowner is insisting a video of the sewer with the blockage but that particular drain cleaner does not have a camera as the cameras are $20,000.00 so we are not able to equip each technician with a camera.  Attached are the email threads during this process showing PPH did everything as instructed by our customer at the time.   As of a couple of weeks ago, I instructed our office to delete the charges to ************************* and her partner because it was obvious they were not going to pay for our services and I did not feel the General Contractor was at fault and should have to pay this bill.  We just chalked it up as a loss.  

• Initial Complaint

  11/28/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I originally had the business quote the installation of a clothes dryer exhaust vent duct for a gas dryer. The quotation was left informal as a "parts and labor" on installation with the agreement of a handshake. This original estimate was for 2 technicians for 4 hours. The date of installation and servicing was 6/24/2022 and the installation took less than 2 hours with one person full time and an additional technician for about an hour. At the completion of service, I was told the total of $285.40 which I paid at the completion of service via credit card over the phone before the technician left the house. Several weeks later I received an invoice in the amount of $975.00 and called the business 7/11/22 to inquire about the bill as it did not show my original payment and only that I owed an entire amount with no detailed breakdown of charges. On 7/14/22 I received a new statement showing two separate invoices (one with revision to the original invoice that simply deducted my original $285.40 payment from the $975.00. No additional services were performed after the initial installation and service date of 6/24/22, This bill revision is three times original paid. I called the business on 7/21/22 to discuss with them to understand the changes to which no explanation could be provided. They had kept this invoice readily available as they mentioned they expected me to call about this bill. When I called it could not be described the nature of the difference in remaining balance based on my original payment. They mentioned they would follow-up with me but I did not receive any additional explanations for the bill I was given. I have routinely had great interactions with this business and have recommended them to many neighbors and co-workers and would like to continue to use them in the future as they are usually very prompt and professional. I have attempted to resolve with the business but have yet to reach resolution for work performed on 6/24/22.

• Initial Complaint

  11/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  10/10/22 Petersen inspected our sewer line as part of a pre-purchase inspection. Their report stated no repairs recommended. Four days after moving into the property on 10/29/22 the sewer line backed up, Petersen came out and said the whole line needs to be replaced. They refused to offer any financial assistance, they said they are not liable for the findings of their inspection. Another plumbing company came out and inspected the line and said, the fact that it needs to be replaced would have been obvious during the inspection.

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