ComplaintsforAll American Plumbing Co.

• Initial Complaint

  03/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our hot water will get hot but gradually gets colder and turns completely cold in a matter of 4 to 6 minutes. Nothing that American Plumbing has done in the last year has fixed the issue and we have been without proper running hot water for a year. We have been in constant communication with our property manager. The last time he reached out to American Plumbing, he told us that they hung up on him and refused to speak with him. I didnt believe him at first until they did the same exact thing to **** spoke with the assistant who schedules the appointments and politely asked her, at what point does this become an issue as you have been to our home 9 times and have not been able to fix the issue? Her response was that she cannot discuss any of these matters with me as I am only a tenant but can only speak with the property manager. At this time, my property manager was standing right next to me, and she refused to speak with him as well. She got very hostile over the fun and hung up on me as well. I called back and politely asked to speak with a supervisor or manager and she replied no and said to speak with my property manager, then proceeded to hang up. I contacted the warranty company and they specified that they have not been able to reach American Plumbing and also that American Plumbing has not submitted any documentation to them for the last two visits regarding the diagnosis.American Plumbing will blame American Shield, but rest assured, there is no issue with the warranty company. The issue here is that American Plumbing cannot properly diagnose the issue. In addition, they have some of the most unprofessional individuals ******* their desks. If you look at the other complaints, you will see some of the same issues that have been raised. They are incapable of fixing the issue as they haven't fixed the issue after 9 visits. This is not the home warranty companies fault as I'm sure American Plumbing will try to proclaim.

  Business response

  03/02/2023

  Good morning,   The person who made the complaint is not the homeowner and property manager.  We are limited on what we can disclose since this is a tenant.  This is a home warranty claim and if the home warranty will not authorize repairs, we cannot complete them without compensation.  This is all I can provide since this is the tenant.  Thanks.

  Customer response

  03/02/2023

   
  Complaint: 19512135
  
  I am rejecting this response because:

  I did speak with ******** who is a manager at American Plumbing that was very pleasant, yesterday (01 March 2023).  She is sending someone out next week to see if the issue can be properly diagnosed.

  My complaint however is for the rude individual that hung up on me twice which I would assume is the individual that wrote the response.  The fact that I am not the homeowner or property manager has no merit here especially considering that she also hung up on the property manager as well. In addition, in order for the warranty company to do their job, the plumber or plumbers must submit the proper diagnosis, which they have not done.

  Although ******** sincerely apologized for the behavior of the rude woman that hung up on me, it still should not take one year to fix a hot water issue.  Although ******** was pleasant, we have still been without proper running hot water for one year.  I suppose since I am not the home owner this doesn't matter.

  Additionally, when you ask to speak with a supervisor, I have difficulties understanding how "no" is ever the proper response.  Maybe if I were a the home owner this wouldn't happen, although the same thing happened to the property manager.

  This woman needs to be fired.

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

• Initial Complaint

  01/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company failed to complete the 1st assessment by not looking or investigating were the leakage was coming from. They did a bandaid fix which caused more damage to the flooring. American Home Shield (AHS) stated they had to correct issues. Rescheduled day and time was January 19, 2023/8-12. Failed to show up, I contacted the office and they stated he had an issue at another service call but I was told I would be first, the manager was rude and unprofessional and cancelled the service. The damages got worst, file another complaint with AHS which then assigned another vendor. I feel that the vendor should be investigated and removed from all home warranty companies. I paid my service fee and still no service.

  Customer response

  02/01/2023

  Good morning, the company has not contacted me in regards to the matter at hand. Due to the error in judgment cause additional damages that I may have to pay.

  Business response

  02/02/2023

  Good Morning,
  
  We serviced the above named customer for a leaking toilet. We replaced the wax ring on that toilet through her home warranty. No money was paid to our company by the customer. She placed a recall saying she still had a leak coming from the bathroom. We scheduled her for 01/20/23 between 8am and 12pm. The technician attemped to call customer at 11am to advise he would be arriving about 10min late to the appointment. The tech did not receive an answer. Our office called at 11:50am to advise tech was still arriving at 12:10pm. She would not let the office staff speak and advised she did not want us back. Here are the notes from our system from that date:
  
  Customer was beyond rude to B and to myself(Vivi)
  
  almost called vivi a little *****.
  
  She was mad ***** was late he was about 10 min behind. she would not let me speak to tell her ***** did call her about 1 hour ago and her phone went straight to voicemail.
  
  i asked her if she wanted our tech to go out or not. She yelled about how unprofessional, and she would get the MAYOR and the NEWS.
  
  ALSO called back and said she was filing a lawsuit.
  
  She called ********************* Trash.
  
  01/20/23 12:19pm
  
  We advised her warranty company that we would not longer be servicing this customer that they would have to find another vendor. We do not condone any kind of racial, sexual or other unethical behavior from customers. Since no money was collected from her, we cannot adjust any billing. Her home warranty American Home Shield collects her service fee.
  

• Initial Complaint

  09/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The All American Plumbing technicians arrived at our house on 17th of August to investigate a possible water leak. The technician, without getting permission from myself (the homeowner) or our property manager, cut a 18 x 22 inch hole in our living room ceiling causing over $500 in damages. After All American Plumbing cut the hole in the ceiling, they determined that nothing was leaking and that the bathtub just needed caulking. When I contacted All American Plumbing, the management (********) about fixing the hole in our ceiling, ******** said that it was their standard procedure to cut where needed to confirm if there is, or is not a leak in the pipes, and that they did not need to get my approval to cut the hole. She told me All American Pluming would not fix the ceiling and I needed to resolve the issue through my homeowners insurance.

  Business response

  09/07/2021

  ****************** has a home warranty and received a work order for a leak in the ceiling possibly coming from a upstairs bathroom. We cut his ceiling with an approx hole size of 14"x14". We discovered his leak was coming from the tub surround not a direct pipe leak. ****************** is upset that his warranty company would only cover a rough finish not a full repair. We advised that is his policy through his home warranty and we are not responsible for the repair since its a warranty claim he placed. ****************** then threatened to use his military rank and influence with his ***** soldiers on social media if we were not going to repair it. The call was disconnected and ****************** will have to follow up with his warranty comapany.

  Customer response

  09/19/2021

  We have a home warranty through American Home Shield for our property in Fayetteville, **. When our our renters contacted our property manager, Remax Choice, Remax Choice contacted American Home Shield, who contacted All American Plumbing to assess a possible water leak at or home. I am not disputing the process, but NO ONE, to include American Home Shield, Remak Choice, or myself the home owner, were give an option or even asked us if it was OK to cut a hole in our ceiling resulting in over $500 in damage. When I questioned how a company can go into someone's house a destroy property without getting permission from the homeowner, All American Plumbing responded that it's their policy, and they didn't need to get my permission and if I had a problem to take it up with American Home Shield. All American Plumbing would not provide me with their policies and American Home Shield is clear that All American Plumbing is not allowed to cut walls or ceilings without the owners permission. All American Plumbing cut the hole in our ceiling and is responsible for fixing it.
  
  As to All American Plumbing's claim that I threatened them by using my position in the military, it's not a threat, it is taking care of ******* Members. I would not want anyone to be subjected to such dishonorable and corrupt business practices.

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