ComplaintsforSpartan Plumbing and Drain Cleaners

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 17th I had a crew member out to inspect a drain pipe. Upon completion, a supervisor was sent out with a drain camera, upon inspection with the camera , they claimed to find a break. An estimate of $6100 was given to me to complete the work. 2 weeks later I want to get work scheduled. I was informed that they wanted to inspect with a camera again and someone would be out. When the tech arrived ,she stated that they just wanted better pictures of the inside of pipe , upon her completion, she explained to me that the last person that was here had been fired and my new estimate is actually double totalling almost $12000, .. the only difference in the 2 estimates is an extra foot of pipe. You mean I am being charged over $5000 for 1 ft of PVC drain pipe. I do not want this work done now , the price doubled I can't cover the cost and they tell me that my $2364 deposit is non refundable.. The work has never even been scheduled. No work has been performed. I feel I have been taken advantage of. The original estimate I was told was good so how can it double in 2 week time period. And how can they justify a "non refundable" deposit for something that was never even scheduled.

  

  Business response

  08/01/2024

  On June 17, 2024, Spartan Plumbing completed an initial drain inspection. The claimant had stated that she had purchased a camera to see if she had a drain issue, and she was able to see that the line was compromised. Spartan Plumbing ran a camera down the drain, and we were able to locate the issue in the line. The technician provided the client with three estimates, and they did not select any of the options. The claimant stated that they knew that they needed to have the drain work repaired and that they were working to obtain financing through a home equity loan.

   

  On July 9, 2024, Spartan Plumbing sent a second technician onsite to evaluate the drain. The camera was run again to verify the drain issue. This verified that the line was comprised. The technician spoke with the claimant about the initial quote. The technician discussed that the initial quote did not account for replacing all the existing cast iron piping. The claimant stated that they would like to have all the cat iron to be replaced, so that there would not be a need to jack hammer the concrete again in 2-3 years. The additional scope of work included tunneling under the HVAC system to replace the cast iron line and connect it to the existing toilet, to replace the full line. The claimant selected this option to avoid the need for future work. The claimant also stated that they thought that the initial quote was low and that they were expecting a quote in line with the second quote.

   

  The technician discussed the 20%, non-refundable deposit with the claimant, and the claimant signed the quote. The non-refundable deposit is listed in the terms and conditions of the agreement that the claimant signed. The claimant discussed scheduling the work to be completed on July 16 – 17th since she would be off work. The claimant called in later to state their home equity loan was not processing and that she wanted to cancel. Spartan Plumbing discussed finance options with the claimant to help get her home repairs completed, while not forfeiting the deposit. The finance option would also enable the claimant to have their initial deposit returned, if the amount was part of the service amount being financed. Spartan Plumbing attempted to talk with the claimant multiple times since their work was scheduled to be completed. The claimant initially stated that they would figure out the problem, but then would not accept phone calls.

   

  Spartan Plumbing has continued to contact the claimant to help facilitate a solution, but they have been unable to have a continued conversation with the claimant.

   

  Thank you,

   

  *****

  Customer response

  08/01/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  The second estimate that was provided that Spartan is claiming that is double the cost is 1 ft difference. The work was never scheduled. I tried to catch the technician before they left my house. I called the office while the technician was still on the street, was told to call the technician. I feel I was bounced around enough for the transaction to go through the bank, and THEN someone called back to say well we can finance. , the point is I CAN NOT finance. The double in the price and the difference in the 2 weeks between the 2 estimates, the fact that this has happened to other people as well. I feel completely taken advantage of. I could understand if they had it on the calendar and had purchased product or something but none of this is the case. The tech ran my card, the bank called , I tried to catch the tech to stop all this because I CAN NOT PAY FOR IT.  I am simply told this is a non refundable deposit. I spoke with the who ever answers the phone on numerous occasions. I work 3rd shift and informed the person whom took the messages that I would need a call back after 1 pm. Otherwise they catch me sleeping. I received 3 telephone calls. During my sleep hours, and continued to have to leave a message for someone to return my call because they would reach out while I was sleeping. I feel like I have been "legally" scammed. Being charged $2634 for a couple photos of my basement floor, I have expressed that the financing through the bank fell through. THIS can not be scheduled. Work can NOT be done . As for the terms on the "tablet" that I signed.. Once I finally received the email , my signature is on page 1. The terms of being non refundable are on page 3.  I am seeking legal advice on this matter. 

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

   

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a clogged drain line on my sump pump. They found where the clog was and replaced the drain line up to a certain point. They were supposed to check and make sure there were no other issues but did not. I had more issues and I had another crew come out from the same company they redo the work that had been done and told me that it was really terrible work done by a crew that no longer works for them and that they would replace no charge because It was so poorly done. After they dug up my yard and started rerun the pipes, they got a call from their office. I don’t know what was said directly, but they told me they could not complete the job and gave me an excuse that there was still more work that needed to be done, the rest of the drain I had several more technicians from the same company come out and give me many different quotes one for $8000 to run about 10 feet of drain pipe. Another quote from the company said that we actually can’t run it to the street and have to run it to your backyard , which would cause more problems with my drainage. I have gotten the runaround for months now with no solutions other than spending as much as I spent the first time that they attempted to fix the issue and did not fix the issue. My yard is completely dug up and is a mess And my water is dumping out into my neighbors yard multiple times for weeks now with no solutions. They will not fix the issue unless I pay them $8000 they created the issue and they admitted to doing shotty work but refuse to make it right. I also have a loan out for the $4500 I have already spent and can’t take out another $8,000 loan. I also caught them in a lie that they called the county and were told that we don’t have storm drain access but I called the same person from the county and they told me they pulled up the plans and that I do have a sump pump line already run to the storm line and that he never stated that I don’t.

  

  Business response

  05/15/2024

  Better Business Bureau
  15 West Fourth Street, Suite 300
  Dayton, Ohio 45402
  Complaint ID: ********
                                                                                                                                           May 14, 2024
  Spartan Plumbing and Drain Cleaners
  446 Windsor Park Drive
  Dayton, Ohio 45459
  
  To Whom it May Concern;
  On 04-12-2023, Spartan Plumbing installed a new sump pump and dug up the old sump line from a foot from the house, and to the distance of approximately 40 feet away from the house, due to the existing sump line having breaks at 3-feet from the house and approximately 40 feet from the house. The next day, a new PVC drainpipe was laid to replace the old, compromised section of the sump line. After the work was completed and the trench was backfilled with dirt, the sump discharged a few times to confirm that there were no leaks.
  
  On 05-08-2023, the customer called and stated that the newly installed sump pump was not working properly after all the recent rain.
  On 05-11-2023, Spartan Plumbing provided a quote to install an additional 20 feet of PVC drainpipe to the existing drain line address the issue.
  04-04-2024, the customer called to share that they were having issues with the sump pump running and pumping water out of the basement, but that it was not going far enough away from the house.
  04-05-2024, Spartan Plumbing arrived at the customer’s house, and inspected the previously completed work. The updated drain line was determined to have a belly in it, so a section was replaced to correct the issue. The sump drain line was still not draining, so the line was snaked. Large sections of roots were extracted from the line. It was determined that the tree was creating a blockage.
  04-08-2024, Spartan Plumbing provided a quote to replace the rest of the old, compromised sump drain line from the updated section to the front of the property.
  04-15-2024, Spartan Plumbing came back to complete an additional camera inspection of the sump drain line. The inspection showed that the remaining run of the original corrugated drain line had collapsed and was filled with soil. A new estimate was provided to give an option to run the sump drain to the rear of the house, into the open storm drainage ditch.
  04-18-2024, The customer followed up to state that they did not have the finances now, to address the remaining, compromised original drain line. The customer stated that they will call when they are ready to schedule.
  05-09-2024, Spartan Plumbing talked with the customer about the work that was completed in 2023. The customer asked why the repair section was tied on the old sump drain line. Spartan Plumbing discussed how we had replaced a section of compromised sump drain line and then tied into the existing line. The customer discussed that they felt the rest of the drain line should be replaced at no additional charge. The customer shared that they did not understand why Spartan Plumbing did not offer to do exploratory digging to see where the original corrugated drain line was compromised. Spartan Plumbing shared that in the time that they would spend digging up the old, compromised drain line, that there would be no guarantee that the remaining, original line would be viable. Spartan Plumbing shared that the camera inspection showed that the old drain line section was completely compromised, and the camera was running into soil and not able to be ran into the old line. Spartan Plumbing discussed how they would follow up with the county to verify what options are available for discharging the line into the street drain or other options, to follow code requirements.
  05-10-2024, Spartan Plumbing talked with Warren County Engineer’s office to verify code requirements. The engineer’s office verified that there should be a main sump line that runs parallel to sidewalk and curb. The engineer’s office also stated that the sump drain line could not be run into the street curb/drain area because it would cause issues during winter weather, etc. with the possibility for creating ice on the road surface.
  05-13-2024, Spartan Plumbing left a voice message with the customer, to discuss the information that the Warren County engineer’s office shared. Spartan Plumbing provided the information that the engineer’s office discussed about how they cannot run the sump drain line directly into the street/curd drain area. Also, discussed the option to tie the sump drain line into the sump main line near the curb/sidewalk.
  
  
  
  
  
  
  
  
  

  Customer response

  05/16/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  The original work done in 2023 was not connected and laid properly as I was told by Spartan techs who came out to fix. The grade is not correct either as water will back flow. The work that was done was not done correctly and they did not run a camera further after the 2023 work was done to make sure there were no other issues. They also had me pay for an excavator rental but never used one for the job!

  I was told by the county engineer that we have storm access and the plumbing company can simply dig until they get to the sidewalk to find where the line goes. Spartan told me that the engineer said we don’t have storm access but that was not true. 
  

  for all of the misrepresentations I am asking that Spartan would find the solution to tying into the storm line and to run the existing for the $4500 that I have already paid. What has been currently done is loose piping laying in an open trench not even attached to my sump pump release. I have been in contact with Marty and he has been doing a great job with communications I am in hopes that he will be able to make my request.

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

  

  Business response

  06/07/2024

  The sump drain line that we have replaced portion of with our repair work, is a sump drainage line that was installed when the home was built, we would assume. We have replaced a section of this line due to it having breaks in two spots, as found during our initial inspection and repair. The home’s existing sump drain line is a corrugated line, and not a ridge PVC line, which is the material that Spartan Plumbing installed. The drain was tested after the initial repair, and it was functioning properly.

   

  After completing the initial work, we were called out a few months later and we recommended replacing an additional section of the home's original sump drain line, located further away from the house since it was compromised and not properly draining. The owner declined this option in 2023.

   

  Our most recent inspection of the existing corrugated drain line showed that the line was completely compromised and full of soil past where the repaired section ties into the old section of the drain line. We were unable to run a camera beyond the new PVC drain line section that Spartan Plumbing previously installed, due to this issue. The owner is requesting that we repair or replace the remaining section of the home’s original, corrugated drain line, even though this line was presumably installed when the home was built. Spartan Plumbing did not install the original corrugated sump line.

   

  Spartan Plumbing has offered multiple options to the client to replace more of the compromised, corrugated line or to re-route the sump drain line, but the customer wants for Spartan Plumbing to do an exploratory dig on the home’s remaining original sump line. The homeowner would also like Spartan Plumbing to replace the rest of the home’s original sump drain line at no charge, even though Spartan Plumbing did not install this line when the home was built. This additional work was not part of the original repair agreement and scope of service and involves additional labor and materials.

  
  

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They came out to re direct my sump pump per an inspection report. They ended up knocking the adhesive, and pipes loose in the wall creating a leak that is causing a bigger problem. They offered to give an estimate with a small discount but that is not sufficient given the damage that has been caused with a potential mold issue unless this gets resolved proptly

  

  Business response

  04/22/2024

  Dear *****,
  
  Thank you for bringing your concerns to our attention. We strive for excellence in our services and sincerely regret any inconvenience you've experienced. I understand that issues have arisen regarding the recent work on redirecting your sump pump as per the inspection report.
  
  Firstly, I want to assure you that our team was meticulous in not disturbing the existing piping beyond the scope of the agreed-upon work. We take great care to avoid impacting any installations that are not directly involved in the projects we undertake.
  
  However, I appreciate that you are experiencing issues, and I am committed to resolving this matter to your satisfaction. Although we believe that the existing piping issues were not related to our intervention, we recognize the urgency of addressing the leak and potential mold concerns you've mentioned.
  
  To move forward constructively, I would like to offer the following:
  On-Site Evaluation: We will schedule a visit as soon as possible to assess the situation firsthand. This will allow us to understand better the source of the leak.
  
  Comprehensive Solutions: Based on our assessment, we will provide a detailed plan to fix the leaks. This will include a revised estimate with a substantial discount to cover necessary repairs.
  
  Prompt Action: We prioritize your case to ensure that all repairs are carried out promptly to prevent further damage and mitigate any issues with mold.
  
  Our goal is to ensure your complete satisfaction and to uphold the integrity of your home’s plumbing systems. Please contact us at ************ at your earliest convenience to arrange for our visit. We are committed to resolving this issue swiftly and efficiently.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  **** ********
  Spartan Plumbing
  ************

• Initial Complaint

  02/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In June of 2023, 3 new flanges were installed. Work was completed on June 20, 2023. Estimated cost was 3,276.15. Company stated 1 year full warranty. In Febuary 2024, hallway bathroom began leaking. Spartan was contacted and **** was sent out. He stated that toilet was leaking due to bolts being loose. He then tightened them as well as the other two. We noticed the toilet was still leaking and **** came out He discovered that the bolts were overtightened and 2 flanges needed to be replaced again. **** left the property so that **** complete the work. **** was unable to complete job due to not having adequate equipment with him. Spartan sent **** and another worker to finish the following day. They were here from about 9:30 to 1:00. The work completed involved cutting into the drywall. Mold was found inside the drywall. ***** was sent following day (general handyman) to replace dry wall. ***** was unable to give an estimate for the drywall repair due to an active leak. ***** got into contact with Spartan to relay the information and to let them know about the ongoing leak. We then called to let Spartan know that we wanted a senior technician who was more certified rather than someone who caused the original issue again. We requested an expert plumber to fix the situation. we called spartan at 10 to find out when the plumber would arrive and left message. At 1:00 we called again to find out who was going to be coming since there had been no communication. At 1:45 the owner (****) called and stated that since services were refused on that Saturday and that since we wanted a more experienced plumber rather than the person they sent out.the owner stated that our account was closed and they would not complete the work they started and that any expenses we occurred due to damaged were ours to figure out. We are currently still left with a leak and drywall missing from the ceiling. Monroe Police has a report and the number is 24-004421. Avila 3-4 days

  

  Business response

  03/18/2024

  We've reached an agreement with ***** to cover the cost of ceiling repairs due to the plumbing leak at your property. A check has been issued to the contractor responsible for the repair work. We apologize for the inconvenience and frustration this issue has caused and are committed to ensuring such situations are handled more effectively in the future. Thank you for your patience and understanding.

  
  

  Customer response

  03/21/2024

  **** had agreed to pay for the repairs but as of 3-21-24  my contractor has not received a check. Until a check is received I would like to keep this complaint open. It's been about a week or so that he said he was going to send a check. Thank you 

  Customer response

  05/13/2024

  Hello,

  We have processed a refund for customer ***** *****, applying it to the credit card we have on file. We realized that the card belonged to a Carpet company, not the customer. We are reversing this refund and are making efforts to resolve the payment with the contractor, who has been difficult to contact and accepts only checks. A check we previously issued months ago remains uncashed.

  Could you please confirm if this resolves the complaint, or if further action is required?

  Thank you, **** ******** Spartan Plumbing

  Customer response

  05/14/2024

  **** ******** contacted me and said that my contractor had not cashed the check that he had sent directly to our contractor. He stated he was going to put a stop payment on the check and put a $200 credit on the credit card on file and that we would be responsible for paying our contractor. The problem with that is this whole issue stemmed from another company doing damage to our house and the credit card on file isn't ours it is McSwains carpet in Westchester Ohio and not mine I explained to **** that McSwains would receive the credit and not us and that because he wanted to send the check directly to our contractor we were not going to be responsible for making sure the contractor got paid. **** never responded. Our contractor said he received the check. Not sure why it's not been cashed but the work has been completed at our house and as long as we are not contacted for payment due to ****'s actions on the stop payment on the check we are good with everything on our end. I can provide emails if necessary of the correspondence and invoice showing credit going to McSwains but currently my phone won't let me attach them. Thanks.

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hired Spartan Plumbing on 11/29/23 wanting to make a half bathroom into a full bathroom. I explained to the estimator that I suspected there was already a shower drain present, but if not would need to add one. They went ahead and jackhammered the floor and added a drain without any site inspection. They also added plumbing to a wall for the shower. When they finished I went to install shower pan only to learn that drain was crooked so pan would not fit. They came back and had to re-do. Went to install shower walls and learned the plumbing they did in the wall was incorrect and would not work with the shower walls either. I then had several contractors over to do the finish work and was told by multiple that the work was not only done very poorly and incorrectly; but that there was indeed a shower drain already present like I suspected and the jackhammering of the floor was completely unnecessary. I was not only overcharged; I paid for work that should not have been done in the first place. I am now spending additional time and money to have their work remedied. The drain that they did do over was crooked and not proper height; so shower pan will need to be raised in order to make their drain work. The plumbing in the wall was not placed properly and will also need to be altered to make the shower walls work. This is inexcusable considering the shower kit was on site when Spartan plumbing came to do the work. I do not trust Spartan considering there has been an issue with every single piece of work they have done. And now I'm going to have to pay someone AGAIN to have their work fixed. I spoke with owner and requested a partial refund of $3750 for the unnecessary 2nd floor drain and to cover a portion of the necessary repairs to finish that bathroom. My request was denied. I am still insisting on that refund. They tried to argue that the existing drain would not work but I had it inspected and determined that is not true.

  

  Business response

  03/18/2024

  Hello, my login is not working with my user name and password. I Emailed the customer on February 20th with a proposed resolution and she denied our request. Here is my response. I did not know that we only get 7 days to respond. How do I log in to the complaint hub since my information does not work?
  
  We understand your frustration and the inconvenience you've experienced with the transformation of your half bathroom into a full bathroom. At Spartan Plumbing, we strive to ensure all work meets the highest standards, including compliance with plumbing codes and regulations. It's important to clarify that our decision not to search for existing drain lines is based on standard practice and regulatory requirements. The existing drain you mentioned was likely designed for a bathtub, which does not meet code requirements for shower installations. This distinction is crucial for passing inspection, which our work successfully did.
  We acknowledge the misunderstandings and discrepancies in the execution of your project. However, the assertion regarding the unnecessary work and the subsequent costs incurred is based on a misunderstanding of the plumbing requirements for a shower installation. We offered a $1,000 refund as a gesture of goodwill, understanding the project did not meet your expectations, despite our work adhering to necessary codes and professional standards. We believe this amount is fair, considering the circumstances and the work completed to ensure code compliance and functional integrity of your bathroom.
  Taking this matter to court is not something we wish for, as we prefer to resolve our customer's concerns amicably and efficiently. We believe the requested refund amount does not reflect the value of the work performed nor the cost incurred in ensuring the plumbing installation was up to code. We're open to discussing this further and finding a more amicable resolution.

• Initial Complaint

  08/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Spartan knew I was working with city & they had to meet all the city’s requirements for new water line. They wanted me to sign off on job being done when the pipe wasn’t even connected in basement, took over a week to get that completed. Now they’re refusing to provide their insurance & workers comp paperwork to the city, which means the city is refusing to complete their part. Also, part of their quote was replacing sidewalk, but they didn’t have to do that, when I called to asked if they adjusted the price, no one called me back.

  

  Business response

  09/03/2023

  Hello, I (**** ********) will investigate this once I get into the office on the next business day. You will hear from myself or another Manager by 5pm Tuesday, September 5th. I apologize for the inconvenience!

• Initial Complaint

  06/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Called over concerns of a possible drying up well and sudden dirt appearing in the water. Spent $169 on a water test, and the rest of the time was spent trying to hard sell me an overpriced $6000 water softener system, which didn’t really address my main concern of well supply. Felt like I was working with a Kirby vacuum sales person, not a plumber. ******* is a liar! He left his test kit behind. I read the test as we had very low iron. I had ****** ******** retest the water and they concurred we have very low iron levels. They also said our well pump is failing. So I paid $169 for a test they lied about just to try to sell me an Overpriced water softener system I didn’t need and I would have still had a failing well pump.

  

  Business response

  06/19/2023

  Hi ****,

  Thank you for reaching out to us about your concerns with the recent service in your home. I reviewed your comments with our Customer Care Team and Technician on site. After reviewing we have decided the $167 charge that was accepted by you and signed off at the time of service we will not be issuing a refund.

  In reviewing your service notes and documentation, it looks like you were given accurate information on the field water test which said trace amounts of iron, manganese and hardness of your home. We offered options for water treatment, well water draw down test, pump protection, water quality test and a well water protection pressure switch. All options were rejected except for the water quality test. The water test was completed and Services were completed. If you have received an additional opinion that differed from our summary of findings we would refund the cost of the water quality test. Since the findings from the other company were the same as ours and you chose them due to pricing we will not be issuing a refund.
  

  If you have any questions or comments you can call our office anytime at ************ or send us an email to: [email protected]. Thank you and have a great day.

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