ComplaintsforMayes Plumbing & Heating

• Initial Complaint

  05/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a home on 4/13/23 and took possession of the home on 4/17/23. During the home buying process, I had a home inspection completed. The home inspector noted as a major concern "the bottom of the water heater tank is starting to rust. Recommend licensed plumber evaluate." An addendum was added to the contract stating the sellers would have a licensed plumber inspect, repair and/or certify the hot water heater. The sellers provided an invoice from Mayes Plumbing & Heating LLC dated 3/6/23 certifying the water heater was functioning normally. I moved in to the house on 4/22/23. On that day, I discovered there was no hot water in the house. I had a licensed plumber to come out to 4/29/2023. The plummer stated the water heater just don't stop working suddenly and I needed a new water heater. I contacted my real estate agent who contacted the agent for the sellers of the home. That agent informed my agent that the sellers stated they had hot water up until the last day they vacated the house--4/17. My agent suggested I contact the co. who certified the water heater. On 5/2/23, I contacted Mayes. The representative from Mayes said they had no record of certifying a water heater at my new address. I informed the rep that I had a receipt in hand. She researched while I was on hold and came back stating the last time service was performed at the address was for a home warranty covered repair for a garbage disposal and that there was no record of a visit for a water heater. I contacted my agent again who contacted the sellers' agent. They informed us that the reason there was no record was because he is friends with the owner and the owner performed the inspection. The certification from Mayes provided assurance that the water heater was functioning. As a result, I finalized the home purchase. This certificate is questionable and presents a customer service concern. 2 outside expectations state the water heater is bad.

  Business response

  05/09/2023

  Mrs./Ms. ******* **********, we are truly sorry to hear about the frustrating experience you’ve encountered regarding the water heater in your recently purchased home. And we really appreciate you for taking your personal time out to bring this to our attention as our we are committed to delivering the very best experience to all of our customers. Now we would like to try to address your concerns you have written out based on the information you provided and that we have/were able to gather. You had a home inspection done in February as shown on the 40 page document you provided dated 02/15/2023. In your home inspection report under “Report Overview” on page 2 part of the scope of inspection states that “not all improvements will be identified during this inspection, unexpected repairs should still be anticipated and the inspection should not be considered a guarantee or warranty of any kind.” On page 34 of your home inspection report under Plumbing it addresses the water heater. It starts out by listing out the identifying information for the unit then with everything else marked appropriately (like yes for having something that should be there) and satisfactory until it gets to the condition of the unit. Under the condition there are 3 options, Satisfactory, Marginal and Poor. The condition is marked as marginal and marginal by definition means “not of central importance, limited in extent, significance or stature.” Under comments it has the exact same comment that is written in the “Report Summary” on Page 3 as the major concern which is that "the bottom of the water heater tank is starting to rust. Recommend licensed plumber evaluate." There was NO notation under the major concern portion saying there was an active leak nor was there anything saying that the water heater was not functional at that time which would mean it was working. The seller contacted our company in response to the comment of having a licensed plumber out to “evaluate”. Now our company has performed other work at this home before this so yes of course we do know the seller as we know thousands of other customers with some of those being friends or family members. We went to the home on 03/06 for the visual and functional test and in regards to the findings of the water heater we found the same as the home inspector (which you can also see the on the invoice) just in more detail so we are not sure how what we found could be questionable or a customer service concern. Since the reason for this visit was a visual and functional test (or “evaluation”) it was the owner who went out to the property instead of one of our service technicians which is pretty routine. Either the service manager or our owner usually handles these kinds of calls rather than tying up one of the service guys and taking them away from repair work or possible emergencies. We have a dispatch system that is for the schedules and notes of all of our service guys and their calls. The schedule and notes for these calls in particular are documented in our accounting software (which is completely separate from dispatch) so that we can provide the invoice and/or receipt. Only one person (aside from the owner obviously) has access to this system and it was not the representative who answered the phone which is the reason you were told there was no record when you called. As for your plumber that stated to you a water heater doesn’t just stop working suddenly, we are sorry but that is incorrect. With all due respect that is essentially how everything that breaks down works; it is working one minute then it’s not. The stop working part is what indicates service is needed. Now the water heater was functioning at the time of the home inspection in February, at the time of our evaluation in March and per the homeowner during his remaining time at the property through most of April and based on all documentation with no active leak found. With that being said we are unclear about where the 2 inspections state the water heater is bad. The home inspection report states only the rust with nothing about it not functioning, you did not have us assess the water heater for you after you found it not working and unfortunately whatever deposit invoice you attached would not open. Per your statement here the other company told you it was bad and needed to be replaced. But, if the unit was not leaking then repairs could have been attempted because with it being a 2017 model depending on the installation date there is a chance it could have been under Manufacturer’s warranty for parts and tank failures. We are sorry again for the stress this must have caused but we have the documentation showing the unit was working at the time of our visit and you chose to proceed with a full replacement from that company and agreed with them to pay for the replacement. We hope this helps to clarify things and please contact our office or let BBB know through this review if you have other questions, concerns  or need further clarification and we will make it a priority to get you taken care of.  We do hope moving forward that should you have another plumbing issue we can have the opportunity to assist you. Thank you again for sharing your experience and we hope all is working properly at this time.

  Customer response

  05/09/2023

  
  Complaint: ********
  
  I am rejecting this response because when I called Mayes Heating and Plumbing, I was informed that there was no record of anyone inspecting a water heater at this address. After being notified of a problem, I was then told the person who answered the phone (and had access to records for previous visits to the home for service), did not have access to this alleged service. This shows poor customer service and attempt to mislead the customer. 
  
  Sincerely,
  
  ******* **********

  Business response

  05/15/2023

  Mrs./Ms. **********, we regret to hear that you have rejected our response and please know that we value your feedback and appreciate your patience and understanding throughout this process. We apologize for any misunderstandings that caused our response to not address your concerns completely and can understand how this can have an impact on your perceptions of our service. There may have been a breakdown in communication during your initial interaction with the first representative over the 03/06 visit but we quickly attempted to clarify (which you even state here yourself in your rejection response) by calling back as soon as we realized what happened to explain why you were initially told we couldn’t find that visit. We are taking steps to address this internally to ensure that such miscommunications do not occur in the future but please understand that no one was intentionally trying to mislead you. She was essentially giving you the correct information that she had from the dispatch system that contains our service techs visits and info. As we explained when we called back and in our initial response (which again you also state here) since it was the owner who went out to the property the information was written up and stored in our accounting software system which she does not have access to and we do this for invoice/receipt purposes for the seller (and others) that need the documentation. We want to assure you that we are committed to resolving this issue (hopefully to your satisfaction) so without completely repeating everything in our first response and to keep this to answering your rejection response we hope this helps and please let us and/or BBB know through this review if you have any other questions or concerns. 

  Customer response

  05/31/2023

  [A default letter is provided here which indicates your acceptance of Mediation. If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  Regards,

  ******* **********

  Business response

  06/01/2023

  [A default letter is provided here which indicates your acceptance of Mediation. If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the consumer in reference to complaint ID .********, and find that Mediation is necessary.

  Thank you.

• Initial Complaint

  12/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 12/22/2023 I called my American Home warranty for a plumbing repair. The sent out **** from T Mayes Plumbing & Heating ************************************************************** **** was very mean and unprofessional. He came to my house on 2 different occasions and both times he had the same personality. This case he did not feel like working and lied on the diagnosis so my home warranty would not cover it. He complained about a washer and dryer that was in his way so my mother moved it out his way. Then he claimed that it was the city side to call them and have them unclog on there side and I did. The city works told me that it wasn't on there side so I tried to get American home warranty and T Mayes to come and look at it again but was told that **** said it was and outside pipe and he would have to go through my toilet and my home warranty won't cover it that I would have to pay out of pocket. I just knew something was off . **** said he snake it out to 60 feet but the tools he brought in just wasn't accurate for that type of job. I tried to call and complain about **** but then the receptionist was also rude and **** had lied to her about him moving the washer and dryer and I know for a fact my mother moved them. You can just push them to side to side with a little force. I ended up calling my own plumber who I paid $606.00 to fix the inside plumbing issue. The plumber said that **** could not have done his job because the plumber I paid for said it unclogged at 35 feet and he went to additional 70 feet just to make sure everything was good. **** lied and wanted me to pay an additional $697.00 for him to take out my toilet . He lied so the home warranty wouldn't cover it. I also see reviews on line about similar issues that I have with them . I also think that American Home shield and T Mayes are scamming people. I ended up paying my home warranty a ****** then I had to pay a new ******* $606.00 for a plumbing repair that should have been covered under warranty

  Business response

  02/07/2023

  (COMPLAINT ID #********* - THERE ARE 7 PHOTO ATTACHMENTS WITH THIS RESPONSE

   

   

  Mrs./*************************, as always we would like to begin by apologizing for the inconvenience & frustrating experience youve encountered as well as the delay in response. We also thank you for taking your personal time out to bring this to our attention as we are committed to providing a good experience and make every effort to meet our customers expectations. Now our calls are recorded but we also have AHS Dispatch System in which appointments, updates, call notes, etc. are logged and documented under your generated dispatch number along with GPS on all of our trucks with the system that has time and date stamp so we would like to try to address your concerns (not completely word for word but) in the same order you have written them out based on the information we have/were able to gather. Now we cannot speak to the technicians personality while in your home but please know that the attitude and lying you mentioned surely was not our intention nor is it tolerated at our company. The complaint for this service was for a toilet and tub downstairs backing up when water is ran upstairs. It is essential to understand that clogs can be caused by multiple reasons and when attempting to clear them there is no guarantee of relieving it, as well as there is risk of damaging lines or even worsening the situation.  On 12/22 the technician arrived and along with testing and a few required pictures taken, he also attempted to snake through the basement cleanout but was unable to clear the clog. Our snakes that we carry on truck have approximately 100 of cable. The tech attempted snaking out to 65 and in his notation says that it is only 40 from the inside line to the sidewalk/city line (and there are pictures which will be attached to help represent this). It was his determination at that point since he had gone past the house line that the issue was on the City side. Since the City came out with a camera (per our conversation with you) and determined it was clear on their side, it was determined after that the clog must be farther back and the next step would be pulling the toilet to access the main line to see if the clog is at that point. As you know and have mentioned your service was through your warranty company American Home Shield (AHS) meaning that there are rules/policies which have to be followed when providing service by both the customer and vendor. With all services AHS only authorizes vendors up to a point along with certain equipment and when a service is needed/requested they send out the necessary vendor initially for diagnosis ONLY; whether they return, repair, replace, order parts, or it is covered or not. Anything beyond that has to have the next steps called in to AHS Authorization (AUTHO) Department so THEY will make the determination based on your individual contract and their policies whether or not an item will be covered. This was called in and unfortunately due to a limitation/exclusion it was not covered because of the toilet needing to be pulled so regarding the services that were not covered it is not that the tech lied, the covered repair attempt failed and the warranty doesnt cover pulling toilets or moving appliances to gain access, nothing about it being an outside issue. Now, we cannot speak to what another company says or does but we did attempt a fix that was covered and was unable to get it cleared however its possible the attempt made by our tech, the countys attempt, water running and the toilet being flushed could of loosened it or pushed it out farther to the point that when the other company came in behind it they were able to what seems like simply clear it. You were given pricing from our office to resolve the issue but chose to pay another company to do the work. As for any refund or billing adjustment you paid the other company for work, did not pay us anything at any point and your service fee was paid directly to AHS but, you could certainly speak with AHS to see if there is anything else they could do for you. We truly are sorry for any miscommunication that *** have occurred and although we were not able to assist you in fully resolving your issue at the time and while we cannot change the past, we do hope moving forward that should you have another plumbing issue we can have the opportunity to give/show you a better experience. If the issue reoccurs to where service is still needed and you are willing to proceed with the costs, need help with the costs or were able to get the denial overturned please contact our office or let BBB know through this review and we will make it a priority to get you taken care of. Again please give our office a call if you need further clarification or assistance but either way thank you again for sharing your experience and we hope all is working properly at this time.

• Initial Complaint

  12/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'm a home owner who needed an new hot water heater installed. It was installed on October 11,2022. I was given a date of October 25,2022 by ***** for an City Inspector to come out to check it, no one showed up. I then called T Mayes spoke with the manager ************** believe is her name and she said I didn't have an appointment set up. I called again to speak with ****** and she that the waiting list is backed up she'll call me once she gets an appointment date. I'm making a complaint because they had the install date so the scheduling should've been made if this is in there contract. Plus my hot water is boiling hot when you turn it on and I'm not touching anything. I'm not the professional they are so it needs to be inspected like they stated and the temperature turned down. I hope that you can help me with this. The funny thing I can no longer pull up my emails from either company. T Mayes Plumbing and Heating or ************** contract so yes now I truly think something fraudulent is going on. I did realize it until I to the part below where it asked me to upload my contract. This to companies work together under American Home Shield.

  Business response

  02/07/2023

  Mrs./***********************************, as always we would like to begin by apologizing for the inconvenience & frustrating experience youve encountered with the installation of your water heater as well as the delay in response. We also appreciate you taking your personal time out to bring this to our attention as we are committed to providing a good experience and make every effort to meet our customers expectations. Now we have AHS Dispatch System in which appointments, updates, call notes, etc. are logged and documented under your generated dispatch number that has time and date stamp so we would like to try to address your concerns (not completely word for word but) in the same order you have written them out based on the information we have/were able to gather. Your initial complaint for the service was for a water heater leaking at the bottom and we visited your home on 08/02/2022 and determined it necessary for a replacement. With the replacement it is necessary that the water heater be up to current county code including having it inspected and because it was a gas heater the flue to the unit must also be up to current county code. We sent you the necessary info regarding that which included recommending a company to help with the flue since that is not something your warranty covers nor we as plumbers handle and it had to be done before replacement could take place since it is inspected at the same time. The company recommended, ******************** is a separate company and has nothing to do with your warranty company.Once we received the info confirming that your flue was up to current code notated on 10/04/2022 we scheduled you for your replacement on the day you requested which was 10/11/2022. As for the inspection as explained in the flue info sent to you as well as on a call notated on 10/17 the date happens after your installation of course, on a date chosen by the customer for when they can be available. We are sorry for any miscommunication or errors that *** have occurred during the scheduling process but see that notated on 12/14 that has since been resolved along with a notation on 12/22 showing that we also have assisted in helping resolving the really hot water. We are also sorry to hear that you are unable to access your emails from T Mayes Plumbing and Heating or ******************** but this is a technical issue that is outside of our control. Lastly we are not sure who asked you to upload your contract but nothing we do or sent you or any customer for that matter would require you to do that. We are glad to see that most issues seem to have been resolved and if anything is still needed please contact our office or let BBB know through this review and we will make it a priority to get you taken care of. Finally, while we cannot change the past, we do hope moving forward that should you have another plumbing issue we can have the opportunity to give/show you a better experience. Again please give our office a call if you need further clarification or assistance but either way thank you again for sharing your experience and we hope all is still working properly at this time.

• Initial Complaint

  08/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  T Mayes Plumbing and Heating was contracted to address leak under kitchen sink. Technician showed up to address the leak on 29 July 2022. Technician swapped out one part. The sink is still leaking in the exact same spot the technician had addressed under the sink. There is clearly something wrong with the workmanship provided by the technician; either the pipes are mis-threaded, the washer gasket is not in place, or the technician could simply have used plumbers tape. T Mayes Plumbing was contracted to do the job, and I would like T Mayes to finish their contracted job. I called Mayes Plumbing no less than four times in the past seven days; two times, I left a voicemail on 1 August and on 2 August, automated system indicated my call would be returned within 24 hours. No one has called me back. Two other times I called and I was able to talk to a live person, one on 1 August and another on 8 August. On 1 August, it was indicated someone would call me back, and that information was being gathered on my work order. On 8 August, I was told no one is coming back out to address the issue. T Mayes Plumbing was contracted through ******** **** ******. I do not know the extent of the conversations between T Mayes Plumbing and ******** **** ******, but I have also engaged ******** **** ****** no less than three times between 1 August and 9 August. Two of the three times, ******** **** ****** reportedly sent out a recall notice to T Mayes, meaning a technician would get back with me and re-address the issue. As indicated above, T Mayes has not gotten back with me regarding this problem. I want T Mayes Plumbing to finish the job; send out a plumber and fix the leak.

  Customer response

  02/07/2023

  Complaint: 18919231
  
  I am rejecting this response because:
  

  The company stated I originally scheduled work for: [1) the kitchen sink drain is leaking, causing damage to the kitchen cabinet.].  This is incorrect; I originally scheduled work for a slow draining sink (and) 2) dishwasher discharge coming through the airgap.  Outside hose bib is irrelevant to this complaint, as the company stated, ******** **** ****** did not authorize this work.

  The original work included addressing a slow draining sink. Technician removed p trap and cleaned out the blockage.  When technician replaced p trap, technician did not replace properly because ever since the work was completed, the kitchen sink leaked [causing damage to the cabinet].

  It is the technician's incomplete work that caused the sink to leak, causing damage to the cabinet.  I called the company at least 3 times to have the technician come out and address the leaky p trap they re-installed.  The company never called me back. 

  This complaint is 6 months old; it is unacceptable for the company to wait this long to give such a thorough response and expect to rectify this unresolved complaint in the BBB system.

  Thank you for being there, BBB.

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

  Business response

  02/14/2023

  Thank you for your response. We understand your concerns and appreciate the opportunity to try to address them as we are determined to provide the best service possible and will take the necessary steps to address the issue and work towards the best possible resolution. We apologize for any discrepancies in the original work order that may have caused confusion and we have reviewed our records again to ensure as best we can that our information is accurate and up-to-date. To start with regarding your concern about the length of time it took to respond to your complaint, we want you to know we take all customer complaints seriously and are committed to addressing all complaints in a timely manner. With that we also have been and will continue to review our procedures to ensure that this does not happen again. We want nothing less than to provide the highest level of service to all our customers. Now we will include several photos with this response along with info that is in the recordings we already submitted (and will resubmit) to support what we are stating/explaining. As we explained previously we have AHS’ dispatch system which has a time and date stamp. When we schedule customers up for service we ask what the problem is that they are having and notate as close as possible to what they are saying to ensure our technicians show up as prepared as we can. Of the photos we will attach there will be 1 showing the issues listed out from the initial conversation from scheduling, 1 of the technicians findings listed out and 1 showing both recorded conversations. The issue under the sink is starting with the sink drain pipes, they are pitched to high which is causing any water (from the sink or dishwasher) that drains to come back up instead of draining out causing the slow drain or clog. We also want to note which you will see in the photos there is spot(s) of your back cabinet cut where it appears that you have had sections of your kitchen sink line worked on before but it is still too high. Now with the dishwasher there are 2 hoses, the white/clear corrugated hose that attaches to the air gap on top of the sink then the 7/8” dishwasher drain hose (the black one) that attaches to the sink trap. When the dishwasher drains, it comes through the white dishwasher hose up through the air gap and then down the black drain hose through to the sink trap to go down and out the drain line. When there is a clog in the sink drain the water that goes through the black hose will come back up that hose and through the air gap on top of the sink which is also what was happening. Anytime there is a clog, there comes a point where the water has nowhere to go which causes leaking. We want to note here that we are not saying there was not a stoppage in the sink but you will see in the photos spots of water damage that was already there in the cabinet as well as the customers gray bucket sitting under the pipes to help contain the water that was already leaking. Also in both recordings but more in the 2^nd one you will hear the customer state how she wants us to come back and “readdress the leak that we were there for, worked on and didn’t fix” but never anything about a replaced p-trap or even stoppage. When the technician was in the home after he found what the problem was he did also verify this by taking off the black dishwasher drain hose (which is the one connected to the sink pipe) ONLY to clear that one to make sure there was not just an issue there but he did not replace anything. You can see clearly by the photos the sink pipes are too high and also that they are the SAME pipes but even with the dishwasher pipe clear the issue came back which is partly why you called back in along with insisting we come back out to put on some plumbers tape or putty. Unfortunately the fact remains that unless the pipe pitch (which is also code) gets fixed the stoppage, leaking, and dishwasher stoppage will all continue. Now on the 1^st recording that is the customer calling us but on the 2^nd recording that is OUR office calling the customer back where she was explained in both recordings the work that needed to done but in both calls she refused to proceed with the non-covered costs work on both items and “advised” us that if we did not come back and just did what she asked she was going to lodge a complaint against us on BBB. This was denied through the warranty company and she was also offered/explained if she was able to get AHS to overturn the denial then we could come back out but without that OR her agreeing to the work that needed to be done and cost with it we are not authorized to come back out and do or touch anything. So if service is still needed and you are willing to proceed with the costs, need help with the costs or were able to get the denial from your warranty company overturned please contact our office or let BBB know through this review and we are willing to come back out and will make it a priority to get you taken care of. Thank you again and we look forward to resolving this issue for you

  Customer response

  02/14/2023

  
  Complaint: 18919231
  
  I am rejecting this response because:

  The technician did remove the p- trap to clear the drain. The technician re-installed the same p-trap. P-trap leaked, technician either did not include the plastic washer or did not use plumber’s putty. The cabinets having previous water damage does not account for the active water coming out of the p-trap after the technician took it out and put it back. I would have liked the business to stand by their work and come out to address the leaking p-trap. But it is now 6 months later. There is nothing that the company can do to remedy the situation. BBB even closed the case for non-response. It doesn’t matter how many times the company mentions conversations on the recordings or other aspects of the [refusal of] work. The recordings are proof I called in no less than three times to complain about the leaky pipe (p-trap) left by the technician, with no follow-up from the company. The complaint cannot be satisfactorily resolved for either party.

  Sincerely,

  ******* *****

• Initial Complaint

  07/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Good evening. On 7/20/22 @ 3:55pm, T. Mayes Plumbing & Heating technician came to my house to unclog my toilet in the upstairs. The technician told me that he have to contact AHS because he needed to remove the toilet and needed the equipment to unclog the mainline. He told me that he will get on it like it was yesterday morning and that he will be back after he gets in contact with AHS. On 7/21/22, I went downstairs and there's a puddle of water in the foyer on the floor, and the toilet is now leaking and my house smells like waste which forces me and my family to eat outside in the heat. I called T. Mayes and spoke with Catherine at 10:22am. She stated that they are still waiting to get information. I asked her who is they she said the technician. I called back at 12:18pm (no answer), 1:26pm (left a message), 2:42 pm spoke with Catherine again. Basically she told me in so many words that the job was completed and that my warranty does not cover removing the toilet and snaking out the main line. We went back and forth and said that if I wanted Caleb to come back out, I will have to pay them $500.00. Also, I have made several phone calls to AHS they are telling me that they are still waiting on the information from T. Mayes to resolve the issue with the clog toilet. I also let Ms. Catherine know that she should have called me to give me an update of what was going on and she tells me that it is not her responsibility and that it is the responsibility of AHS. As a result I now have to come out of pocket to take care of the matter because T. Mayes failed to do their job properly. I have spoken with another highly recommended contractor and he explain to me what they were suppose to do and that it is in my contract. I strongly do believe that T. Mayes is trying to get over on me and to get more money at my expense. They do not have good professional work ethics &their integrity is called into questioning. I have now been charge another $100 to resolve the issue

• Initial Complaint

  05/31/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My husband and I requested plumbing service through our warranty company American Home Shield in April 2022. T Mayes Plumbing came out April 5, 2022 and spent all of 5 minutes evaluating our issue: we were having some minor plumbing issues in addition to the hardware (the round silver plate used to catch excess water) staying in the right place. The representative from Mayes was friendly and stated that he would let his company know to send someone out the following week. Since then, we have not been able to schedule a follow up visit. I have called and left several voicemails for this company as has my warranty company and they have not responded. So in essence, this company has a contract with American Home Shield and is taking money for not rendering agreed upon services to AHS or to our property. This is a problem that requires BBB's intervention.

  Business response

  08/30/2022

  Business Response /* (1000, 20, 2022/08/30) */ ***Document Attached*** Mrs. Alexandria ********, we would like to begin by apologizing for the inconvenience & frustrating experience you've encountered. We also thank you for taking your personal time out to bring this to our attention as we strive to provide a good experience and make every effort to meet our customers' expectations. Now this may be lengthy but we would like to try to address your concerns (not completely word for word but) in the same order you have written them out. #1) The start of your complaint states "spent all of 5 minutes evaluating our issue: we were having some minor plumbing issues in addition to the hardware (the round silver plate used to catch excess water) staying in the right place." #2) The 2ND part of your complaint states "The representative from Mayes was friendly and stated that he would let his company know to send someone out the following week. Since then, we have not been able to schedule a follow up visit." #3) The last part of your complaint states "I have called and left several voicemails for this company as has my warranty company and they have not responded. So in essence, this company has a contract with American Home Shield and is taking money for not rendering agreed upon services to AHS or to our property." The complaint is dated for 06/02, labeled as contract issues with the desired resolution as finish job. We would like to start this by first explaining that as you stated your service was through your warranty company American Home Shield (AHS) meaning that there are policies which have to be followed by both the customer and vendor. AHS only authorizes vendors up to a point and with certain equipment but when a service is needed/requested they send out the necessary vendor initially for diagnosis ONLY; whether they return, repair, replace, order parts, or it is covered or not. There are also quite a few things stated in your contract which apply (or help explain things) here and we are going to list a few of them out of which we will call terms. the FIRST term is "You are Required to Pay a Trade Service Fee for Each Trade Professional/Service Request you Submit to AHS." The SECOND term "Please Note: Your Trade Service Call Fee doesn't pay for any repairs, it is the fee you pay for the contractor's visit to your home. It doesn't pay for any repairs." Our calls are recorded but we also have AHS' Dispatch System in which appointments, updates, call notes, etc. are logged and documented under your generated dispatch number along with GPS on all of our trucks with the system that has time and date stamp. When we spoke with someone for scheduling the issues were noted as 1) the over flow plate broke off in the master bedroom on the second floor and 2) customer asked if we could look at the overflow plate in the guest bathroom on the second floor. We went to home on Friday 04/15/2022 with GPS showing us there from 3:02PM - 3:16PM to diagnose issues which includes taking pictures as needed and the tech documented his findings as "Cannot remove overflow plate screw will need to cut a hole next to toilet and second floor guest bathroom to replace top piece of Overflow." The ticket was brought back to office following business day on (Easter) Monday 04/18 which followed the Easter Holiday weekend to be gone over with the Service Manager. The information for the repair parts needed was sent to parts department to be researched/found/ordered within 24 business hours which it was done so and documented in the system on Tuesday 04/19. We do show in the system that we reached out to you on 06/01 and 06/02 and will attach the call recordings for that with this response. On 06/01 we called to inform you we have the parts and attempted to schedule but you refused to schedule even though the job still needed to be done, requested we call and speak with AHS and informed us you escalated this to contractor relations and were requesting someone else come out. The next day on 06/02 we were able to speak with our contractor relations rep who informed us they had no notes that you were requesting another vendor, the call was still with us and if we still have the parts to call back and try to schedule. After speaking with our AHS rep we reached back out to you explained these things to you and you refused again to schedule and when we explained you would have to call back AHS if you really wanted another vendor you told us that's what you were going to do. With that being said to address the 1st and 2nd part of your complaint he was there longer than 5 minutes but based on his findings you will see we needed to order parts as well and return with other tools as we were unable to remove the plate screw and once parts are ordered we have no control on how long it takes to come in and ALL scheduling is done through the office not the technicians. In reference to the last part (and 2nd part) unfortunately our voicemails are not on record in the system like our call recordings so we were unable to locate or look up if there ever was or how many voicemails were left and you mentioned you had trouble getting through to AHS but eventually got through to them because when we called you (as you will hear in the recordings) you informed us the complaint was elevated to contractor relations, refused scheduling and told us you wanted another company but there really is nothing else we can do when parts are ordered until they come in. Also if you reference what we label as terms you will see you are required to pay a service fee to your warranty company for the vendor to VISIT your home and that this is NOT for repairs so whatever money you paid was paid to AHS NOT us, and while it isn't procedure for our company to reach out to inform all customers when parts are ordered we did complete the initial diagnosis visit and when the parts come in we attempted to schedule you twice (even after you told us you wanted another company) but you refused. So, we truly are sorry for any miscommunication that may have occurred and we certainly understand how with the wait time and all of this one could feel the way you are feeling but, we do feel we serviced this work order following procedures and we did attempt to complete your call. We hope this helps to clarify things a little better for everyone including help in understanding the procedures we have to go through to complete your work and hope at this time your service has been completed. However if service is still needed please contact our office or let BBB know through this review so we can assist in getting you taken care of. Your parts have been returned at this point but if you still need service we will do everything in our power to make it a priority. And of course while we cannot change the past, we do hope moving forward that should you have another plumbing issue we can have the opportunity to give/show you a better experience. Please give our office a call (or let BBB know) if you need further clarification or assistance but either way thank you again for sharing your experience and we hope all is still working properly at this time.

• Initial Complaint

  05/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  T Mayes Plumbing are crooks. Back in February 2022 I had a leak in upstairs bathroom draining into my entry way light fixture. I called American Home Shield for a service request they send the request to T. Mayes after taking a 75 dollar service fee upfront. I had to call Mayes to find if they would come. I called the dispatch on Wednesday and they tell that no one can come until Friday. Friday comes and I called to find out when they are coming and they tell me that the tech has car trouble so they will have to reschedule for Saturday. Saturday comes no technician and no one to answer my calls. I call Monday and they tell me they would have get back to me to see when they could come. I hang up call Rotor Rooter and a hour later the Rotor Rooter tech comes and an hour later after that the job is done. Mayes Plumbing apparently tells AHS that they completed the job and they get paid $75 without proof of work or signature of proof. American Home Shield is shady and Mayes Plumbing are liars and thieves.

  Business response

  09/08/2022

  Business Response /* (1000, 21, 2022/07/25) */ ***Document Attached*** Mr. ***** *****, we would like to begin by apologizing for the inconvenience & frustrating experience you've encountered. We also thank you for taking your personal time out to bring this to our attention as we strive to provide a good experience and make every effort to meet our customers' expectations. Now this may be lengthy but we would like to try to address your concerns in the same order you have written them out. #1) The start of your complaint states "I called American Home Shield for a service request they send the request to T. Mayes after taking a 75 dollar service fee upfront." With this we want to first explain that your service is through your warranty company American Home Shield (AHS) meaning that there are policies which have to be followed and then also in your contract along with others it states these 3 terms; the FIRST is "You are Required to Pay a Trade Service Fee for Each Trade Professional/Service Request you Submit to AHS," the SECOND "Please Note: Your Trade Service Call Fee doesn't pay for any repairs, it is the fee you pay for the contractor's visit to your home. It doesn't pay for any repairs" and the THIRD "AHS has the right to select an AHS authorized service contractor (Service Contractor) to perform the service. AHS will initiate services under normal circumstances by contacting a Service Contractor within 48 hours after your service request to AHS. "The appointment will be scheduled for service to be performed during normal business hours." #2) The next thing mentioned in your complaint "I had to call Mayes to find if they would come. I called the dispatch on Wednesday and they tell that no one can come until Friday. Friday comes and I called to find out when they are coming and they tell me that the tech has car trouble so they will have to reschedule for Saturday. Saturday comes no technician and no one to answer my calls." Now our calls are recorded but we also have AHS' Dispatch System in which appointments, updates, call notes, etc. are logged and documented under your generated dispatch number along with GPS on all of our trucks with the system that has time and date stamp. We were assigned your Service order from AHS on Wednesday 02/02 at 12:22PM. We called the only number listed at 12:33PM well within the 48 hours but were unable to contact so we left a message. You called us back the same day at 2:07PM to schedule and were offered Friday 02/04 with a 10-4 arrival time frame which was accepted with no issue at all. On Friday we called before your originally scheduled 10-4 arrival time frame started to inform you we needed to push your time frame back to a 12-6 arrival still on Friday however there was no answer again so we left a message. You called back after in which you were informed we left the message about moving the time to 12-6 and it was again accepted with no issue. There was no mention of scheduling on Saturday as our office is not open on weekends and the technician arrived for the appointment on Friday within the time frame (which is shown on AHS' dispatch system as well as our vehicle GPS) at 2:02PM but there was no answer at the door. The tech waited about 23 minutes and then called the number we have for you as did the service manager to attempt to reach someone for service but there was no answer. The service manager left a message indicating that you would need to call the office back for rescheduling but the tech waiting an additional 7 minutes before closing the call, taking a picture and leaving at 2:32PM. (You can reference what we listed here as the 3rd term above about scheduling only in business hours along with the attached pictures of the tech's call & of the home and the recordings from the calls showing we called with no answer and you accepting the moved time frame on Friday.) #3) The last things mentioned in your complaint "I call Monday and they tell me they would have get back to me to see when they could come. I hang up call Rotor Rooter and a hour later the Rotor Rooter tech comes and an hour later after that the job is done. Mayes Plumbing apparently tells AHS that they completed the job and they get paid $75 without proof of work or signature of proof. American Home Shield is shady and Mayes Plumbing are liars and thieves. With your desired resolution being billing adjustment." After checking our recordings and call logs from our phone system unless there was another number you called from there was no return call from you to us on Monday and as indicated above you called back on Friday and accepted Friday but it was a no call no show. AHS was NOT told we performed service or anything for that matter, they got their info from the dispatch log which shows when the tech was on his way, that he arrived, along with the pictures to prove it and then unfortunately the call had to be closed when he left. With this you can refer to what we listed here as the 2nd term stated above about "the fee which you pay to the warranty company NOT Mayes is for the contractor's visit to your home NOT service" and we have proof via pics & GPS that we made the visit which is also logged in AHS' dispatch system at the date and time agreed to by you the customer on the recording. As for any refund or billing adjustment you did not pay us anything at any point and what we will list here as a 4th term also stated in your contract "AHS will not reimburse for services performed without its prior approval" however you could certainly speak with AHS to see if there is anything else they could do for you. And as for calling the warranty shady and Mayes liars & thieves is simply unfair when the appointment was missed and at no point did we collect anything from you, we have record of what we believe to be everything considering the information we have at this time and AHS' policies are clearly listed in their contracts. Now we truly are sorry for any miscommunication that may have occurred and we certainly understand how with all of this one could feel the way you are feeling. But, with the info we do have we feel that we did what we could to the best of our ability and hope this info helps to clarify things a little better for everyone including help in understanding the procedures with your warranty. We are happy to hear you got it taken care of although we were not able to assist you in fully resolving your issue and while we cannot change the past, we do hope moving forward that should you have another plumbing issue we can have the opportunity to give/show you a better experience. Please give our office a call if you need further clarification or assistance but either way thank you again for sharing your experience and we hope all is still working properly at this time.

• Initial Complaint

  05/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had a scheduled session with your Plumber: T Mayes Plumber today arrived at 11am (time line 10 am - 4PM). Caleb from T Mayes came to my home. My basement tub was clean without water. Mr. Caleb use a drain cleaner (Blue Monster) than a snake. He snaked the basement tub and informed me that he needed more equipment that he did have on the truck. He left my home with 2-3 inches of dirty water in my basement tub as well flushing my toilet was causing an back up into the basement tub . This is a health issues Mr. Caleb informed me he was calling his Company for someone else to come out. He left my house stating someone form the company will call with the time of arrival. Please note I have a witness. The plumbers Mr. Caleb never asked me about any inside or outside site clean out site which was what needed to fix the problem and resolved the stoppages. See invoice attached from Len Plumber. The work done by Len plumber is cover my contact- Clearing of the mainline drain through an accessible cleanout. Please note both are assessable in the inside and outside of my resident. Upon calling T Mayes office after 2 hours wait .I was informed that no one was coming out today and the company need to wait on the work order tomorrow. I would then have to schedule another appointment within the same timeline (10 am - 4pm). I have spoken to T Mayes Plumbing and Heating company several times since. That last time being 3/31/2022. I spoke with Ms. Emma customer service. Each time I was promised a written respond of what was told to American Home Shield (AHS). To this date I have not received one. I am not in agreement with the information that was given to America Home Shield per AHS statement to me. I would like for T Mayes plumbing to submit the written statement of the plumbing work that was needed in my home.

  Business response

  07/26/2022

  Business Response /* (1000, 22, 2022/07/26) */ Mrs./Ms. Chequita ****** we would like to begin by apologizing for the inconvenience & frustrating experience you've encountered. We also thank you for taking your personal time out to bring this to our attention as we strive to provide a good experience and make every effort to meet our customers' expectations. Now this may be lengthy but we would like to try to address your concerns in the same order you have written them out. Our calls are recorded but we also have AHS' Dispatch System in which appointments, updates, call notes, etc. are logged and documented under your generated dispatch number along with GPS on all of our trucks with the system that has time and date stamp. So the initial item listed on the work order regarding this issue was for a stoppage with the complaint being the laundry tub slow draining. It is essential to understand that clogs can be caused by multiple reasons and when attempting to clear them there is no guarantee of relieving it even if cleared in the moment, there is risk of damaging lines or even worsening the situation. Your service was through your warranty company American Home Shield (AHS) meaning that there are policies which have to be followed by both the customer and vendor. AHS only authorizes vendors up to a point and with certain equipment and then anything beyond that has to have the next steps called in to them so they can determine coverage but when a service is needed/requested they send out the necessary vendor initially for diagnosis ONLY; whether they return, repair, replace, order parts, or it is covered or not. Also there are also quite a few things stated in your contract which apply (or help explain things) here and we are going to list a few of them out of which we will call terms. the FIRST term is "You are Required to Pay a Trade Service Fee for Each Trade Professional/Service Request you Submit to AHS. Please Note: Your Trade Service Call Fee doesn't pay for any repairs, it is the fee you pay for the contractor's visit to your home. It doesn't pay for any repairs," the SECOND term "AHS has the right to select an AHS authorized service contractor (Service Contractor) to perform the service. AHS will initiate services under normal circumstances by contacting a Service Contractor within 48 hours after your service request to AHS. "The appointment will be scheduled for service to be performed during normal business hours" and the THIRD term "when it comes to coverage on stoppages with AHS Clearing of sink, bathtub, shower, and toilet stoppages - Clearing of mainline drain and sewer stoppages through an accessible cleanout up to # feet from access point and Stoppages caused by collapsed, damaged or broken drain, vent or sewer lines outside the home's main foundation - Lines broken, infiltrated or stopped by roots or foreign objects, even if within the home's main foundation." Now your work order was scheduled on 01/25 with the arrival time of 10-4 and the tech arrived at 11:18AM with a departure time of 12:24PM. He attempted to clear the stoppage with the equipment we are authorized for through the existing cleanout on site but was unable to clear it. He was not able to break through and it was his determination that a larger snake would needed to be ran in order to attempt to clear the stoppage but the size of the clean out there would not accommodate it so a larger cleanout would need to be installed. This was called into AHS (AUTHO) to check coverage and AHS determined that due to the limitation/exclusion in your contract with them unfortunately they were not covering this service and on the same day the tech was out AHS relayed to us that you no longer wanted to continue service. If you see what we call as the 3rd term the stoppages are covered from an accessible access point but AHS does not cover outside the home or one that is not already there. Going back to understanding stoppages we cannot speak for what another company does but it's possible the attempt made by our tech with the cleaner and snake, and the toilets being flushed (as you mentioned) could of loosened it to the point that when the other company came in behind it they were able to clear it. Again this was called into AHS and they determine the coverage and they were told we needed a larger clean out to run a larger snake NOT that you did not have any accessible clean out. As for any return that could not have been done until authorization was called in to your warranty. After checking our recordings and call logs from our phone system we did find 2 earlier calls with 1 of them mentioning the request of the invoice but that along with a notation in the dispatch requested the invoice because of your request for reimbursement. But AHS since then told us you got reimbursement in the form of a CIL from them even though they didn't cover the service or authorize the outside work prior along with reiterating you no longer needed service. So, we truly are sorry for any miscommunication that may have occurred and we certainly understand how with all of this one could feel the way you are feeling but, we were going off the info we had at the time. We hope this helps to clarify things a little better for everyone including help in understanding the procedures we have to go through with your warranty and if an invoice is still needed please contact our office or let BBB know through this review so we can get it for you. We will make it a priority. We are happy to hear you got it taken care of although we were not able to assist you in fully resolving your issue and while we cannot change the past, we do hope moving forward that should you have another plumbing issue we can have the opportunity to give/show you a better experience. Please give our office a call if you need further clarification or assistance but either way thank you again for sharing your experience and we hope all is still working properly at this time.

• Initial Complaint

  02/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I give this company no stars!!! the worst service ever! I was referred to this company through my home warranty ******************** and it was the worst experience that I have ever had in my life! Its been two months and no one has called to follow up or anything! I had a bad clog in my kitchen sink and the first visit I was informed that I need a piece to add on to my pipe with a vent so the air could escape through the water to prevent the clogging that was happening! I was informed that this piece would fix my problem and since I didn't already have one it would not be covered by my warranty so it would cost me $275. They never contacted *** to let them know what I needed! I agreed and had the company come back to add the piece and paid the $275! The plumber returned and added the piece he informed me that the sink was still clogged and the snake that he had with him was broken and he couldn't snake it out to unclog the sink! So he left me with a clogged sink with a added piece that was not even needed because my sink was still clogged! I gave it 1 day and my sink was still in the shape it was when he first came the very first time! I contacted the office back to let them know and they informed me that they would send someone else out to see what the problem was and the they couldn't send anyone out until the following week, so I had to sit another week without a kitchen sink when I had already paid this company $275.00 of my money for a product that I didn't NEED! The second visit was also unacceptable they sent two plumbers this time who attempted to snake the sink but failed because the snake that they brought with them was too small for the job! Don't you think if you are working plumbers you would have the right equipment to do different jobs through out the day at different homes with different types of plumbing issues?! So once again the company is leaving me with a clogged sink and I am out of $275!! DO NOT USE THIS COMPANY AT ALL!!!

• Initial Complaint

  10/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have American Home SHEILD who hired Mayes Plumbing to clear my clogged toilet. The toilet flooded several levels of my home. Mayes arrived only to tell me I had to pay them over $600 to pull the toilet and clear the drain, although it was covered under my warranty. They told me that my warranty required then to cut a hole in the wall above the toilet to create an access to clear the drain because pulling the toilet was too much work and too expensive. This is not correct and they simply wanted to make more money than what my warranty company would have paid them. Because of them giving me the run around, my home was soaked for days and I had to pay out of pocket to get the work done. I plan to file a complaint against the home warranty company as well.

  Business response

  02/01/2022

  Business Response /* (1000, 10, 2021/12/01) */ Mrs./Ms. ***** ********** We would first like to apologize for the inconvenience & frustrating experience you've encountered. We also thank you for taking your personal time out to bring this to our attention as we strive to provide a good experience and make every effort to meet our customers' expectations. Now this may be lengthy but we would like to try to address your concerns in the same order you have written them out. Being that we were out on your service through your warranty company American Home Shield (AHS) we first want to explain we do have to follow their policies which with all contracts when a service is needed they send out the necessary vendor initially for diagnosis ONLY; whether they return, repair, replace, order parts, or it is covered or not. If the technician gave you a cost while in the home it was because from our experience knowing what needed to be done was not going to be covered and he was trying to offer to resolve the issue in that visit rather then you waiting for a return schedule. AHS only authorizes vendors up to a point and with certain equipment and anything beyond that has to have the next steps called in to them so they can determine coverage. It is also essential to understand that clogs can be caused by multiple reasons and when attempting to clear them there is no guarantee of relieving it, as well as there is risk of damaging lines or even worsening the situation and any plumbing company will tell you that. Furthermore when it comes to your warranty coverage on stoppages with AHS it's stated in your contract as "Clearing of sink, bathtub, shower, and toilet stoppages - Clearing of mainline drain and sewer stoppages through an accessible cleanout up to # feet from access point" and for access "AHS will provide access only through unobstructed walls, ceiling or floors, and will return access openings made to a rough finish." Now our calls are recorded but this was also all documented in AHS' Dispatch System we have in which appointments, updates and call notes, etc. are logged with time and date stamp under the generated dispatch number and we were assigned your Service order from AHS on 10/18 generated originally under the dispatch #XXXXXXXX for 2 issues. On the same day at the time we spoke with someone for scheduling it was explained to us "1) tub not draining" and "2) toilet not flushing" and you were scheduled the next day on 10/19 with the time frame 10-4. The technician arrived for the appointment as scheduled on the 19TH and within the time frame (which is shown on AHS' dispatch system as well as our vehicle GPS) and after testing the 1st floor hall bathroom along with a few pictures taken it was his opinion it was a main line stoppage and we would need access to the main line by pulling the toilet in order to attempt to snake and clear stoppage because there is no accessible or ground level clean out. This was still called into AHS (AUTHO) to check coverage the next day and AHS determined that due to the limitation/exclusion in your contract with them unfortunately they were not covering this service. So this was not approved and there is notation on 10/20 that we tried to explain this to you along with the cost of the repair and it says you were going to call back but there was no return call from you about anything. Also we're not sure where the cutting of the wall would fit into this and how pulling the toilet is too much work because based on our opinion cutting a hole in the wall above the toilet is not going to get us access to the main line or to be able to snake. As for any refund since you did not agree to proceed with the work at any point with us there was no return visit so we didn't collect any amount of money from you. Now we certainly understand how with all of this one could feel that they are getting the run around and we are sorry for any miscommunication that may have occurred but we do feel that we performed service to the best of our ability and we hope this clarifies things a little better for everyone including help in understanding the procedures that have to be followed. We are happy to hear you got it taken care of although we were not able to assist you in fully resolving your issue and while we cannot change the past, we do hope moving forward that should you have another plumbing issue we can have the opportunity to give/show you a better experience. Please give our office a call if you need further clarification or assistance but either way thank you again for sharing your experience and we hope all is still working properly at this time. Consumer Response /* (3000, 12, 2021/12/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) Your information is not accurate. There is in fact a first floor clean-out at my home. The clean-out was shown to your tech and I also called your office and reiterated this information. I was told the clogged was above the clean-out and the snake would only go downward. There is absolutely nothing in my agreement with AHS that states the toilet was not considered and access point to unclog the line. I have a bill from Roto Rotter that confirmed it was a clogged toilet. They also confirmed that it is standard plumbing to clear a clogged toilet line by pulling and snaking the toilet. You are a skilled plumber and fully aware that pulling a toilet is not more labor intensive than opening an access panel and snaking a line above a toilet. Business Response /* (4000, 14, 2021/12/07) */ Mrs./Ms. ***** **********, we are sorry to hear that our response was not acceptable to you. Now your complaints in the original dispute were that "#1) we (Mayes) had come out through your warranty company and arrived only to tell you that you had to pay over $600 to pull the toilet to clear the drain even though it was covered", "#2) then we had told you that your warranty required us to cut a hole in the wall above the toilet to create access to clear the drain because pulling the toilet was too much work and too expensive which you said was not correct and we only wanted to make more money then what the warranty company would have paid us" AND "#3) and because of this run around you had to pay out of pocket to get the work done." For that among other things we explained "#1) first being that we were out on your service through your warranty company American Home Shield (AHS) we do have to follow their policies which with all contracts when a service is needed they send out the necessary vendor initially for diagnosis ONLY; whether they return, repair, replace, order parts, or it is covered or not. Also AHS only authorizes all vendors up to a point and with certain equipment and anything beyond that has to have the next steps called in to them so THEY can determine coverage. Finally that this was still called into AHS (AUTHO) to check coverage the next day and AHS determined that due to the limitation/exclusion in your contract with them unfortunately they were NOT covering this service." Then "#2) we're not sure where the cutting of the wall would fit into this or how pulling the toilet is too much work because based on our opinion of the issue which was that it's a stoppage in the main line and that we would need access to the main line by pulling the toilet in order to attempt to snake since there is no accessible clean out and cutting a hole in the wall above the toilet is not going to get us access needed to the main line to be able to snake." AND finally we explained "#3) if the technician gave you a cost while in the home it was because from our experience knowing what needed to be done was not going to be covered and he was trying to offer to resolve the issue in that visit rather then you waiting for a return schedule but there is notation on 10/20 that we tried to explain this to you along with the cost of the repair and it says you were going to call back but there was no return call from you about anything." Now per your rebuttal statement below your new complaints are "#1) our information is not accurate, that there is in fact a first floor clean-out in your home, that the clean-out was shown to our tech and you also called our office and reiterated this information." Then #2) "There is absolutely nothing in your agreement with AHS that states the toilet was not considered and access point to unclog the line." Next "#3) you have a bill from Roto Rotter that confirmed it was a clogged toilet. They also confirmed to you that it is standard plumbing to clear a clogged toilet line by pulling and snaking the toilet." AND finally #4) "we are a skilled plumber and fully aware that pulling a toilet is not more labor intensive than opening an access panel and snaking a line above a toilet." Now regarding your rebuttal first we would like to layout the levels in your home. You have a Basement, Main 1ST floor and then a Upper 2ND floor. Now "#1) we would like to reiterate that our calls are recorded and unless you called from another number that we received only 2 calls from you after the service on 10/20. The times may be off an hour because of daylight savings time but your 1ST call was @10:20AM and the 2ND call @12:10PM. Both calls will be attached but were also relistened to and from them it's clear the clean out was not shown to the tech. In the 2ND one you made us aware it is in the basement behind a panel but stated you had only been living in the home for 2 weeks and had called the previous homeowner to find out where it was. You also said if the tech had told your husband that he was looking he could have called himself. Now #2) as we stated before in your contract it says that AHS covers "clearing of mainline drain and sewer stoppages through an accessible cleanout up to # feet from access point. During the 2nd call you also stated that you were told this by us in the 1ST call AND by AHS and that AHS was not covering pulling for this service." And finally for #3)/#4) During the 1ST and 2ND it was confirmed by you that your stoppage was between the 1st and 2nd floors. In the 1ST call you mentioned that when your son took a bath in the 2ND floor how that tub drained fine but it came right back up in the 1ST floor tub and toilet. You were explained by us that the tub is the lowest drain point with the least resistance so that is the first place it comes up, that we had to pull the toilet since there is no clean out between those floors to get to the clog and that snake direction is downward so the clean outs you do have are in your basement and outside in the yard are past the stoppage so snaking thru those would do no good. At the end of the 1ST call you were also told to give us a call back once you spoke with AHS if you wanted to schedule." In the end we are not sure where the confusion is coming from or for you to say it's not accurate as it was never said that your toilet wasn't clogged hence us telling you the toilet needed to be pulled and that you paid the other company to do just what we said needed to be done. The toilet is clogged but technical term for this is a stoppage in the main line and during neither of those calls was it ever said from us about pulling the toilet being too much work, too expensive or that we would try or need to go above the toilet. The fact of the matter is we were out through your warranty company who unfortunately did not cover it and then the clean outs you do have were not an accessible point because they were past where this stoppage was and you do not have any accessible cleanouts between the 1st and 2nd floors. You were given pricing from us to resolve the issue but chose to pay another company to do the same work. But please listen to the 2 ATTACHED call recordings which confirms all this and we do hope this helps clarify anything else further. Consumer Response /* (4200, 16, 2021/12/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I disagree with your interpretation of my agreement. In fact, I think you used cleaver play on words to confuse the people at AHS so you could change me a higher price. As you indicate in your email, my agreement does state "toilet stoppages - Clearing of mainline drain and sewer stoppages"......The stoppage was not on a main line but an interior line that only affected the first floor toilet of my home. My basement toilet, under where the stoppage occurred was flushing fine. I there is also a shower in the basement which line was not affected. I do have more knowledge about plumbing than you may think and I know what a mainline is. Your technician clearly knew this was not a main line stoppage because he went into the basement while here. This was a money tactic. If you choose not to reimburse me for expenses I incurred since you did not honor your agreement with AHS, you will make that decision knowing that you did not fool anyone.

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