Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  called this plbg company 4/16/24 tech was sent out inform him that when ****** did drain cycle it was coming through wall in closet onto carpet he suggested might be pipes i told him i already been told pipes are ok he seem to not be very knowledgeable he said this is my first time here he said if i cancel i would be charged full *** $348 i said no the service chg.drain the line x2 then ran washer all the time water was still coming out .look in closet and said he did not see any more water running out it was fixed said he would chg me $299.which i paid.Thinking it was fixed use washer carpet was still soaked called someone else it was washer drain hose had hole in. notified this company they ask if it was fixed i said yes nothing else was address about this issue.call was ended.

  Business Response

  Date: 05/06/2024

  Customer has erroneously stated we asked her to pay the full amount, we do not have a policy of charging the full amount for a cancellation. She was asked to pay the $49 if we did no work, and she refused to pay the service charge. We have a $49 service fee for coming out to diagnose plumbing problems.  She decided to let us unclog the drain and that's all she was charged for.  On April 16, 2024 at 1:30 pm Western Plumbing technician went on this call regarding a clogged laundry drain. We snaked the drain through the roof and unclogged the drain.  Water was draining from laundry drain and was not clogged when technician finished job. 
  

  Client states that she had already had a different plumber out prior to our service call who stated that the pipes were okay.  As the clog was resolved and no water was coming into closet, the technician had no reason to believe there was a hole in the pipe, especially as she had told him a different plumber said the pipes were fine.

  When ***** called to tell us another plumber found a hole in the laundry pipe, I reminded her that she herself said that the previous plumber said the pipes were fine. That we cleared the clog and had no way of knowing there was a further issue, that we fixed the clog as requested.  There was no water coming out of the closet when we tested the washer after clearing the clog.
  

  Customer Answer

  Date: 05/21/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  Icalled western plbg to let them know it was not clog drain it was washer drain hose not pipe as they stated also was told by tech if i cancelled i would be charged full **** $348 i said no $49 service charge.he said no you will be billed full *** $348.He said i will make a deal with you i will take $50 off i then accepted but a few days later notice nothing was drying up more and more soaked carpet.He told me it was fixed no more water he saw he did not see water because itcame through wall on carpet in closet and part of carpet in living room.called another  plumber it was washer hose.The plumber came April 23 and fix and replace drain hose not pipe. My resolution is $199 credited back to card. sincerely *********************
  
  *********************

  Business Response

  Date: 05/23/2024

  The problem was a backed up drain, The drain was snaked from the roof and the problem was solved. the drains were tested, and The technician ran the washing machine and everything was working fine. The customer says there was a leak found later on the washing machine hose. Had she contacted us we would have gladly checked it again at no charge. She did not. From the invoice I see the technician already removed the $49. Service Charge. As far as I can see the job was done correctly.

  Customer Answer

  Date: 05/29/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  It was not the clog drain water was still running out after i was told it was fix and no water was seen the water was soaked in carpet and through wall from washer everytime i wash .If this company was so concern why nothing else was said when i called Did you get it fix i replied yes nothing else was said call was ended.The tech told me if i cancel i would be charged $348 then said i will make you a deal i will take $50 off .I had to call another plumber  for him not fixing the problem.I need to be reinbursed $199.It was washer drain hose not pipe
  Sincerely,
  
  *********************

  Business Response

  Date: 05/30/2024

  ***** asked for services through **** Leads.  Please see attached a screenshot of what she put on the **** request for service.  She picked the Category of "Clear a Clogged or Slow Drain" and then in the customer comments section she wrote "when washer drain from cycle some water run out on floor clogs in drain".

  We were hired to clear a clogged drain and that's exactly what we did. The clogged drain was cleared and no water was spilling out of the laundry drain at the end of our service call. Again, she stated to our plumber that "i already been told pipes are ok."  She had a plumber out before us who told her the pipes were okay.  We cleared the clog. There was no reason to look for another cause for water overflow.

  At no time did our plumber state she would have to pay full amount for cancellation.  Our service fee is $49 only, and that was removed from the invoice at the time of service. If a customer cancels after our arrival, the only amount owed is $49.
  

  ***** has now disputed the credit card charge for $199 with the credit card company.  We will deal with the disputed charge of $199 with that company.  She cannot ask on BBB for us to refund her money AND dispute with the with credit card company.
  

   

   

  Customer Answer

  Date: 05/30/2024

  
  Complaint: ********
  
  I was ask re: resolution i was wanting and let the bbb know it is $199 as i have previously stated i had to hire another plbg  co   i have already made 1pymt you should want to resolve this in a much better manner .you western plbg did not fix no water you saw it was in wall and carpet.

   

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