ComplaintsforProfessional Mechanical Contractors, Inc.

• Initial Complaint

  12/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  12/12/23 Invoice # ********** $458.34 Customer #******* My sink was leaking before Thanksgiving, the plumber **** **** said I could purchase a garbage disposal or he could and he would come replace it. I ask him to purchase it. I believe he came on Nov 22nd to repair the sink. I did not realize I still had a leak until Thanksgiving day. Called the company after the holiday to make arrangements for a return visit from the plumber on the 22nd for a water softener to be removed and the sink to be repaired again. They did not show. Call again and was told "Oh I remember something about the 22nd" by ******, the scheduler. She asked me if I got the quote. I said you gave me the price quote over the phone and I asked for the plumbers (2 she said were needed) to come on the 22nd). Now coming on the 27th I do not live at this house full time. Now I have to go thru Christmas with a leaking kitchen sink. I had to leave so left my daughter in charge of the plumbers coming. 1. 3 people were sitting in the house, with the door open... and ****** called and said they could not reach anyone as my daughter watched them pull up in front of the house. 2. 1 plumber worked on the sink, said he crimped the seal when installing the disposal so he flattened it and tightened it. should be fine. Plumber #2 horsed the water softener out by himself from the basement. Why 2 plumbers? They were there 1 hr exactly 9:06 to 10:06. They left my daughter started the dishwasher and water started leaking again. I called them again, not happy at all to come back. Got an answering machine! Called **** **** himself, and told him of the leak, he said he would come back. My daughter had to leave for a bit, when he called to say he was there she gave him the garage code to enter. He was gone when she arrived home. She called him to tell him she still had a leak, even worse than before and he told her there wasn't a damn thing he could do for her. Call the number on the paperwork, tell them to fix it!

  Business response

  02/22/2024

  In response to customers complaint dated 12/28/2023 assigned an ID of #2*******:
  The customer, ********, resides in Kingston, OK. Her adult daughter and family live at the job address where work was performed in Wichita, KS. We received a call from ******** on 11/20/23 that the kitchen sink was leaking under the cabinet. Our tech **** went to the home and found that the garbage disposal needed replaced. He informed her she could purchase the disposal herself and then have us out to install it, or we could purchase the disposal and install it for her. She chose to have **** pick up the disposal and install it the next day on 11/21/23.
  
  The customer called back on December 14th to inquire about having the water softener removed at the same address. She wanted to leave the existing piping for future replacement. I had her send me pictures of the water softener so I could show my manager and verify we would be able to leave existing piping. I called her back and told her he said that was something we could do and that it would take two technicians to remove due to size and weight. We scheduled the removal/disposal of water softener for 12/22/23. She then called back and said that she would like a quote before having the work performed. I canceled the scheduled call and had my manager quote the removal. I called her back on 12/19/23 and left a voice message with a verbal quote of $350, but never heard back from her until the morning of Friday Dec 22nd letting me know the sink was still leaking and asking when they were arriving to remove the softener. I told her I had canceled the call due to her wanting a quote before work was performed and that I had not received approval. She was upset that I was booked that day and unable to schedule the removal of the softener until Wednesday 27th as we were off for the holiday Dec 25th and Dec 26th. 
  
  **** and the other technician arrived on Dec 27th to remove the water softener. He called the customer to let them know headed that way. He did not get an answer and left a voice mail. As we do when this happens, he called to let me know he could not reach the daughter or ******** at their respected phone numbers. I then called both numbers from the office and left voice mails to let them know techs were headed that way and to please call back if they needed to reschedule. When he arrived, the door was shut, and no one was answering. I called again to let them know a technician was at the door. He confirmed that there were three people at the residence like ******** stated. But he was unable to get an answer at the door for a couple minutes and after calling me.
  
  There are two parts to this water softener. One technician would not be able to carry it upstairs by themselves. While **** looked at the garbage disposal leaking, the other tech did carry out one part of the unit by himself up the stairs with a dolly. It took both to carry the other part of the unit safely up the stairs. Regarding the disposal, the daughter of ******** told **** the water has to run for 10min before it starts leaking. He said he ran the water and could not get disposal to leak for him. **** said he never crimped anything on garbage disposal as customer stated. He said he informed her that the elbow on back of disposal needed tightened. He said, even though he couldn’t get disposal to leak while there, that he didn’t see anything else that would have been leaking.
  
  Customer called back that day on the 27th around 11:30am. I was not at my desk, and she had to leave a message. She chose to leave a very upset message with cursing. She then called our technician **** directly on his cell phone. **** went back that afternoon around 1pm. He found that the leak was coming from inside the garbage disposal. The vender we purchased the disposal from would not warranty the unit for us. We were told the customer would have to reach out to the brand of disposal directly. When the daughter called **** to tell him it was still leaking. He informed her that there was a 3yr warranty with ************ and that we were told by the vendor that once it was installed, the customer must contact ************ directly. He told her where the paperwork was and that she would need the model & serial numbers. He told here where those were at on the paperwork as well. 

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