ComplaintsforHager Plumbing

• Initial Complaint

  10/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  July 3, 2023 Date of service. Had water pouring from my downstairs ceiling. *** Hager came over and diagnosed the issue. Cut a large hole in our ceiling and repaired down spout/drain from upstairs tub. Ran some bath water, drained, and tested for leaks. No leaks. We paid *** $300 for his visit. A few months later the same exact issue in the same exact place came back. Water pouring out of light sockets on 1st floor. *** returned and "could not replicate" the issue. Which was perplexing. I finally was able to replicate the issue after *** left - it was the OVERFLOW drain that was leaking. Called *** to inform him I could finally replicate issue. *** said "Get another plumber" and hung up on me. Request REFUND, since issue was NOT PROPERLY DIAGNOSED.

  Business response

  10/26/2023

  I completed this job on 7-3-23.  Initially, the customer, Mr. ****** was there when the job was completed and he saw what was done. Before leaving I ran a full tub of water through the drain and everything was good. The customer acknowledged the job was complete. I received a call from the customer on 10-9-23 (Sunday) and was told there was water pouring through the ceiling. I told the customer I would come out the next day (Monday). I was there from 9am to 10am.With the customers wife present, I ran water in the tub 3 times, ran the shower for 10 minutes and poured water over the over-flow and went to inspect with a flash light, no leak occurred. The customers wife was present. I also ran water in a 2nd tub and again splashed water into the overflow, again there was no leak. The customers wife acknowledged there was no leak before I left. The customers wife asked me if she owed anything and because I stand behind my work, I did not accept any payment for this return visit. I did everything I could to please this customer and never received a thank you. This customer was not present on second visit. I completed the job on the first visit and did not find a leak on the second visit, which was at no additional charge. I do not feel a refund is warranted because, the job, as acknowledged by the customer and the customers wife, was completed with no leak.

  Customer response

  10/31/2023

  
  Complaint: ********
  
  I am rejecting this response because: If the issue had been properly diagnosed, it would follow that the leak in question would no longer occur. I accept ***'s account of what has transpired, but he is conveniently leaving out a major detail. He was not able to properly diagnose the problem. Just because he ran water in a tub and it didn't come pouring through the ceiling doesn't mean the problem is diagnosed and fixed. When we finally figured out that the OVERFLOW was the issue, that is when *** became combative and hung up on me. His response to the issue was unprofessional.

  We have since had a new plumber come out to fix the issue, which was recreated not by splashing a little bit of water at the overflow valve, but by running a bath to the overflow valve. 
  
  We are ready to move on with our lives and do not have the capacity to quibble about this further.
  
  ****** *******

  Business response

  11/02/2023

  I am happy that the customer had his issue resolved. My company believes in customer satisfaction, unfortunately it did not work with this situation. I wish this customer the best. 

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