ComplaintsforSuburban Plumbing Experts Inc.

• Initial Complaint

  07/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  April 27, 2023, My roof was being replaced. The roofer called because the soil stack was damaged. He called a plumber, who said all the pipe going into the basement needed to be replaced, giving us a price. I found Suburban, who beat the other company, with replacing up to 32' of pipe at a price of $1127.The roofer said the plumber was done after 15 minutes. I called him, he said he cut off the broken piece and installed a foot of PVC pipe. I complained about being charged so much for so little work. He called back later to reduce it to $1000. I was outraged and said that was still way too much.I called the office and was told the owner was out and would call me back. I called 4 weeks straight and always was told he would call.I called again last week and said if he didn't call I would file a complaint with the BBB. No call.My sewer has been rodded for less than $100, with the plumber spending more time setting up than Suburban Plumbing "Experts" spent repairing 1 foot of my soil stack.Feel free to contact me if you need any more info.Regards, *********************

  

  Business response

  08/07/2023

  On April 27, 2023, we went out to the above customer's address for a job quote. The quote did include pricing UP TO 32" of repair. The job required a spot repair on the soil stack. The tech was told the roofing company did damage to the soil stack. The customer accepted our original quote of $1427 and the contract was signed. The tech performed the repair which was located ON THE ***** Upon completion of the repair, the customer decided they didn't want to pay for the repair that was performed. The tech lowered the price from $1427 to $1127 in good faith. The customer was not happy. Management called and ended up resolving this issue with further reducing the cost down to $1000. The customer (***) was good with this amount which is why he paid. We already reduced the cost from $1427 to $1000 in a settlement with the customer. Although I am deeply sorry that the customer is unhappy, this was already dealt with and settled with a $427 reduction. I have attached the original contract for review. This complaint was already settled on 4/27/2023, when the customer paid the lower amount. 

  Customer response

  08/07/2023

   
  Complaint: 20363864
  
  I am rejecting this response because:

  The roofer said the soil stack was rusted and cracked. I was told by the plumber the whole pipe needed replacement; up to 32 feet.

  When the plumber called and said the job was completed and only needed 1' of pipe replaced, I asked for a lower price.

  When the office person lowered it to $1000, she said I could call Bill (the owner), and he would probably refund me something if I paid the bill while she and I were on the phone.

  I did so, then repeatedly called and asked for Bill. He never was in, and I was told he would return my calls. He never did.

  I paid the $1000 in good faith that **** and I could resolve this issue. It's hard to resolve when the owner of the company ignores my calls and messages.

  If he were so confident he didn't overcharge me, my guess is he would happily defend his actions. 

  His inaction indicates his inability to tell me ten minutes of work was worth all that money.

  I am entitled to a refund, as this man has not made any effort to prove the outrageous charge was worth it.

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

  

  Business response

  08/08/2023

  As a STATE licensed, insured, and bonded plumbing company, our pricing remains in line with our competitors. The uploaded signed contract was complete. The pricing issue was already settled as you can tell by the amount on the contract and the amount paid. I understand the customer's frustration with their roofing company damaging their plumbing, but that is not our fault. No additional settlements will be offered. 

• Initial Complaint

  03/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My sewer used to clog ever 18 months. In 2021, Suburban Plumbing Experts inspected the sewer line and found standing water in one section of the sewer caused by a belly in my sewer line. A sewer belly is a sag in the sewer line, with standing water, which causes solids to accumulate. Suburban Plumbing Experts quoted $7893 to excavate and replace a section of my sewer line, which included removal and replacement of a slab of sidewalk (the city main sewer runs under the sidewalk and a slab of sidewalk would need to be removed to access the junction). I agreed and Suburban Plumbing Exerts started digging on November 18, 2021. The digging took longer than estimated and after two days only a section of the sewer was dug up, but the part under the sidewalk was not. Suburban Plumbing Experts told me that the identified that the problem was not under the sidewalk, and there was no need to excavate under the sidewalk. I then asked if the costs would be reduced, and was told that they would knock off $893 from the estimate. This seemed like a small portion of the total cost, so I asked that they just replace all the way to the city main, as they originally quoted, but I was told that there was no need. At that point, I trusted their opinion and agreed. On December 26th 2022, my sewer back up. I called Suburban Plumbing Experts, but they were unable to get anyone out, so I unclogged the sewer myself. After numerous phone calls, Suburban Plumbing Experts came out and on January 9th, and January 27th, they re-inspected the sewer with a camera and found that there was still standing water in my sewer line (essentially, the sewer belly is still there). For the last four weeks, I left numerous messages with Suburban Plumbing Experts but they have not replied. I am asking is that Suburban Plumbing Experts either complete the job, as they originally quoted (I am willing to pay the $893 difference), or re-imburse me the $7000 so I can have another company repair the sewer.

  

  Business response

  08/02/2023

  We reached out directly to Bon ********** when we received the email and corrected the problem and came up with a fair compromise. This issue was not neglected, we responded directly with the customer. (Secretary was unaware that a direct response was needed).

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩