Complaintsfor3 Mountains Plumbing

• Initial Complaint

  05/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After my husband (***********************) and I signed contract for services and paying for a service in full, this business asked us to mitigate mold and asbestos before completing the job to which we did. This was April 29th. As of May 23rd we have not heard from this company and when we contact them it either goes to voicemail, a call center customer professional or unanswered. We have a 15 foot trench in our bathroom and it is completely gutted causing my elderly parents with heart conditions (who's primary bathroom this was) to walk up stairs to use the restroom. While the customer care professionals who did answer were apologetic - apologies do not get our bathroom fixed. What we want is our project completed.

  Business response

  05/24/2024

  ******** and ****,
  
  We sincerely apologize for the inconvenience and distress caused by the delay in completing your project.We understand how crucial this matter is, especially given the circumstances involving your elderly parents.
  
  Our ************* Advocate,***** has since left you a voicemail and text to keep you updated on the status of the initial inspection and next stage of this project and has more answers. He will attempt to reach out on Monday as well.
  
  Upon reviewing your case, we found that our Installation project team has been trying to work with the City inspector to get the initial inspection notes closed out so we can move to the next stage of work. We deeply regret that there has been a significant delay since then and that our communication has not met your expectations.
  
  We truly value your patience and understanding and are dedicated to resolving this issue to your satisfaction. Please accept our sincerest apologies for the inconvenience this has caused. Thank you for bringing this to our attention, allowing us the opportunity to make things right.
  
  Kind regards,

  3 Mountains Plumbing

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I recently had a toilet installed upstairs, and about a week later, I noticed water stains on the ceiling underneath. Its been about a month, and the company has still not fixed the leak. Someone came out this weekend and thought he had, then he painted over the water stains, but the paint doesnt match (he said it would after it dried, but it does not). Right after he left, it became apparent that water was still leaking through. Im looking for advice, because its now hard to get answers from the company, and its been over a month since the installation. Im concerned about drywall damage and possible mold.

  Business response

  05/07/2024

  ********,

  We sincerely apologize for the inconvenience and frustration you've experienced due to the issues with your recent toilet installation. Your concerns are of utmost importance to us, and we are committed to resolving them promptly and effectively. We reached out yesterday by phone and email. It is our ******* desire to engage with you directly to discuss the matter and determine the optimal solution. Rest assured, we will continue our efforts to connect with you.

  Thank you for your understanding and patience as we work towards resolving this situation. We look forward to speaking with you soon.

  3 Mountains Plumbing

  Customer response

  05/07/2024

  *** tried to call back twice but have not gotten an answer. I responded to an email but have not yet gotten an answer. Im not ready to accept or reject their response until they fix the issue.

  Business response

  05/07/2024

  Hi ********, 

  I understand our team has now contacted and coordinated with you. They have made arrangements to meet on-site this Thursday morning for our Senior Plumbing expert to revisit the leaking installation and conduct a thorough inspection. Once this is completed, we can proceed with addressing your additional concerns regarding the water spots and paint. We value your cooperation in coordinating a technician's visit to assess the work and damage firsthand, enabling us to devise the most effective permanent solutions. Thank you for your collaboration.

  3 Mountains Plumbing

  
  
  
  

  Customer response

  05/14/2024

   
  Complaint: 21673946
  
  I am rejecting this response because the water stains have gotten worse and are changing colors, and no one has done anything to help. I am livid.

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

  Business response

  05/16/2024

  Hello ********,

  We apologize for any confusion around your issue. Since visiting your home last week on May 9th, we see that you have been in contact with our team Monday, Wednesday, and Thursday of this week. You are also scheduled for a return visit today from our field team supervisor ***** (5/16). Do to the complexity of this issue and us collaborating with another company we are working hard to resolve it in a timely manner. In the meantime if you need to communicate any further needs please keep in contact with our customer care advocate. He is the one you have been talking to on May 9th and 15th regarding this issue. We will continue to prioritize solving your issue and find a solution that fits all parties.

  Customer response

  05/16/2024

   
  Complaint: 21673946
  
  I am rejecting this response because I stayed home from work AGAIN today and was told Id be the first call of the day. I was not, its almost 12:30, and no one has arrived. I called the customer care advocate earlier and have not heard back. I dont feel like youre making this a priority, and the stains have gotten worse.

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

  Customer response

  06/14/2024

  Still waiting for resolution. There is visible mold now.

  Business response

  06/28/2024

  Hi ********, 

  We appreciate the opportunity to address your concerns. It is my understanding that we have resolved all issues as of our recent communications. Please confirm if you are fully satisfied with our service at this point. We are committed to ensuring your complete satisfaction and are happy to have resolved the matter.
  
  Thank you for your patience and for bringing this to our attention.

  ************;

  3 Mountains Plumbing

  Customer response

  06/29/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I hired 3 mountains plumbing to do some general maintenance, flush my pipes etc. in the process they broke a pipe which was my water supply line to the house. Then as senior citizens we were held hostage to pay them another $7000.00 to get the water line fixed. Either pay or not have water, we had to buy water to flush the toilet erc all I'm asking is for them to accept some responsibility and give us half our money back. They won't talk to me because I filed a complaint and now say I owe them another $1600.00, they had to send other people out to hook up the hose bib because the second group of people didn't do it. That part was all supposed to be free. Our bill went from 1 k to 8 k because of them breaking a pipe , they could have easily refused the job because it was to risky but they didn't and they blew up the pipe *** for reading this

  Business response

  04/19/2024

  ***, 

  Thank you for bringing your concerns to our attention and giving us the opportunity to address them offline. As discussed, I have thoroughly reviewed the details of your case, and I want to reassure you that we are actively taking steps to address it in a manner that is appropriate and satisfactory for you.

  Customer response

  04/19/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had multiple visits and technicians come to address this issue with my sewage tank.I was sold equipment that was not needed, ie sewage tank. After receiving consultation from another company, it appears this was not needed to address clogged drain issues. I have a renter that this issue impacts. My confidence, money and time has been depleted due to the lack of competent and consistent care.

  Business response

  03/27/2024

  ****, we sincerely regret the ongoing drainage problems you've encountered. We did replace your sewage ejection pump. It's our priority to assist you in finding the optimal solution. Our team has attempted to schedule onsite visits with a couple of our managers, and we're eager to coordinate another attempt to address the issue promptly. Please allow us one more opportunity to rectify this situation. We will reach out to you again today. 

   

• Initial Complaint

  03/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  in February 2021 I had an issue with my sewer line. It was cast iron and corroded. 3 mountains plumbing repaired the sewer line. In December of this year, after an accepted offer was made on the home, there was a large rain storm in ******** on 12/27/22. This resulted in massive flooding of the basement. I had a separate company investigate the cause of the flood. They found that the downspout system was never tied back into the new sewer line, as should have been done at the time of their repair. We lived in this home for 14 years, through many ******** rain storms and snow storms and never experienced flooding like this in the past. I had all of the damages repaired and informed 3 Mountains of the situation, providing them with all the information from the other company. They stated they did not believe this was the cause of the flood and refused to reimburse the losses, despite this being in direct conflict of the findings, In their investigation, they unhooked the downspouts from the underground piping system to scope the system. They did not correctly connect the downspouts into the pipe which caused another much smaller flood. This incompetence has now cost me 2 floods and repairs, delayed the closing of the home for more than 2 months, causing additional costs and damage. also in the process of the original repair, they damaged the irrigation system in the yard, which I paid for the repair out of my own pocket

  Business response

  04/27/2023

  3 Mountains Plumbing replaced the sewer line for *********************** in January 2021, ****** called ** in Jan of 2023 to inform us that He hired a different contractor to come out and work on his house, he then stated that we damaged and didn't properly re connect the rain drain system to the sewer, We sent a couple of techs out to investigate the problem, during that investigation we found multiple breaks and blockages in the rain drain system for the house, with this information the flooding and damage wasn't caused by the work that we did, the rain drain system needs major repairs to have it function properly. We explained that to ****** and that is when he said he was planning to report ** to the BBB. The flooding also occurred in major rain events that overloaded a lot of systems in the Portland area. The sewer line that was installed in 2021 passed inspection with the ****************.. 

  Customer response

  05/02/2023

   
  Complaint: 19601645
  
  I am rejecting this response because: this logic is flawed at best.  The drainage system was not properly reconnected to the sewer line.  Even if the drainage system were brand new, there was nowhere for the water to drain.  The system ended into a blind opening in the ground due to the improper repair.  Their assessment is in direct contradiction to Ability Plus's assessment, the company that actually had the ground open and tested the system.  This company has extensive experience in repair projects such as this and has seen this type of issue before.  The schematics for the drainage system are readily available on ******** Maps.  They obviously did not do the necessary planning beforehand.  Since the repair, ******** has had extensive rain throughout the months of January-March, including 10+ inches of snow melt.  Miraculously, there had been no subsequent flooding.  We lived in the home for 13 years prior to the repair and there had been no issues with flooding such as this, despite main episodes of heavy snow fall and melt and many significant rain storms.  The home is elevated.  There is very good soil drainage.  The area in questions has artificial grass with many layers of gravel and sand to promote drainage.  This flooding is obviously the result of negligent work.
  
  Sincerely,
  
  ***********************

  Business response

  03/25/2024

  We are writing to inform you that we have reached a resolution regarding the issue you raised with the Better Business Bureau (BBB) earlier this year. As a result of this resolution, we consider the matter resolved and consider it closed from our end. We appreciate your cooperation throughout this process.

• Initial Complaint

  07/07/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In July of 2021, I signed a contract with 3 Mountains Plumbing to do work at my residence which included installing plumbing for a new bathroom and upgraded existing lines in other parts of the house. The entire job was quoted at $32,450.00. As it was COVID, I didnt want a string of people coming through the house doing estimates. They are a large firm and I see their trucks all over, so I decided to just trust that this would be the going price. I was since told by more than one contractor that this price reflected a policy of price gouging that this particular company was practicing since the onset of COVID. But thats not my main complaint. After completing half of the job in August of 2021, I had to suspend the work due to a financial blow resulting from the unexpected assisted living needs of my 93 year old father. In June of 2022, I was ready to resume the job. After meeting with the representative from 3 Mountains Plumbing, I was told that there would be a price increase due to general increases in cost. When I received the new estimate, it was for an additional $8,789. This is a 27% increase in 9 months from the original quote. I consider this to be outrageous price gauging and an example of a company taking advantage of someones difficult life situation.

  Business response

  04/12/2024

  *****, 

  Thank you for sharing your concerns with us. We apologize for the delay in responding on this platform. We understand the frustration caused by unexpected circumstances and apologize for any inconvenience you've experienced. Your feedback is invaluable to us, and we are currently reviewing your account of events to enhance our communication and ensure greater price transparency for long-term projects like yours. 

   

*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. ↩