ComplaintsforSchuler Plumbing

• Initial Complaint

  02/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  January 16, 2024 I had frozen pipes and made an appt. with this company. I was billed for 3.5 hours at the rate of two people (only one was working under my home). The came to my place with one heat gun and then had to stand around for .50 hours while they waited for a replacement heat gun when theirs quit. When they left my pipes were still frozen. I fill I should have only been billed for an hour. I do not think I should have to pay for the full amount of time because they could not do the job with the equipment they came with. My neighbors on both sides of me had burst pipes replaced and their pipes unfrozen for ****** dollars. it was a full 24hours before I had water out of all of my faucets. The bill they emailed me is for ****** I feel that is thievery.

  

  Business response

  03/20/2024

  Technicians were unable to get the frozen lines thawed out from under the house as the crawl space was inaccessible to thaw the lines at the tub. The kitchen lines were thawed out and flowing and the crews had checked for leaks in the areas they could get to. Unfortunately the heat gun did go down, as that freeze was hectic for all and they were being used a lot. I, personally delivered a new heat gun the techs within a timely manner to ensure the call was handled. We normally send two man crews on calls because of safety and to avoid any mishaps or damage. If one man is under the house and the line thaws out but has a break in it, before that tech can get out and turn water off damage will have occurred, we have found two man crews help avoid this. I understand the frustration and am willing to discount the invoice, as we were not able to thaw all frozen lines and keep our client pleased. I am advising our office to adjust your invoice accordingly and resend it to you, in hopes of resolving this issue. Please let us know if there is anything else we can do for you. Thank you and have a blessed day.

• Initial Complaint

  05/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Jan of 2021 I was having sewer line backups, they cammed my sewer line and determined that it had collapsed near the main. They dug it up and replaced the end of the line at the main. The plumber warned me that the line is in bad shape and sooner or later I would have to have the rest replaced. On Jan 16, 2023, I had another back-up. Schuler Plumbing sent out two guys. They didnt carry a camera on every truck and would have to come back tomorrow, I told them to give me an hours notice as I work 45 mins away. On Jan 17, ******* texted me and told me they were nearly at my house. I explained that I wouldnt be able to be there for an hour. He assured me that they could go ahead and do it without me being there and said once we have the footage I will touch base with you sir. I heard nothing from *******, I texted again on Jan 19, he said I am reviewing the camera footage with the tech today and will contact you with what we saw and options sir. I am sorry for the delay. I never heard from ******* again. The clog had resolved and I wasnt having any more issues, I was never billed, so I just wrote it off as bad service. To my shock, on Apr 12, 2023, I received an invoice for $650. I texted *******, no response. I went ahead and paid the bill. Looking at the invoice, the job is listed on the invoice at taking two plumbers 2.5 hours each. Ive had the line cammed multiple times in the past and it never takes more than 30 minutes. I received no reply from ******* and called the Schuler main office on April 18th. He returned my call and explained that he was sorry for the miscommunication, they were undergoing management change and were not ready for those invoices to be sent out. He said he would track down the camera footage by tomorrow, it would be posted so I could look at it, and the invoice would be adjusted to the correct time for the plumbers. That was two weeks ago. After repeated attempts at calling him and the office, still no word from *******.

  

  Business response

  05/16/2023

  On 1/16/23 we received a request for service for a clogged sewer service line, a crew was dispatched and cleared the line to flowing using a sewer machine. The charge on this work order was one (1) hour. Our crew was notified by ************** that he would like a camera ran down line because he believed there to be a collapsed pipe. Not all of our service vehicles are equipped with camera and locate equipment, so he was put on schedule for the next day. I was not aware of any communication about arrival time and apologized to our client for that, but assured him that he would not need to be there as all work was to be done from outside the building. Our crews used a camera and locator to gain footage and determine problem areas in the service line. This service order was billed for one and a half (1.5) hours. We truly thought the footage had been downloaded and sent to the client and that they were deciding what to do or looking for other options. When the invoice was sent to **************, it was a legitimate invoice for work done, but was not intended to be sent as we were waiting to hear about the service line replacement. When ************** contacted me and stated he had never received the footage, I apologized and explained the situation and assured him we would find the footage. ************** said he would handle the invoice and be in touch as soon as he reviewed the footage. As we had moved from a building that had housed our company for nearly twenty years to a new building, unpacking and organizing was a bit of a nightmare, but we kept up the search for the lost hard drive containing the footage. We have since found the footage, downloaded it and sent it to ************** for review. We have also informed our client that we will gladly discount his project or future service work for his patience in this transition time for ** all.

  Customer response

  05/19/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is PARTIALLY satisfactory to me.  However, I will not press the issue further.

  Please see my attached letter.  I advise that people STRONGLY BEWARE if using Schuler plumbing.  They charging scheme is unacceptable AND the owner makes promises he can't keep and refuses to communicate what is going on.  

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

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩