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Complaint Details
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Initial Complaint
02/23/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
2/16 2023 I contacted and spoke with Lee J****** by email concerning a possible leak. I told him it WAS NOT inside my house and thought it may be a leak in the line in the ground. Lee stated and I have ALL the emails between us, that it could be a line leak and they have a sounding machine that could detect the leak. My next email Lee gave me a quote of a $74.00 Service and a $375.oo fee for the sounding machine. I said ok around $450.00. We set up a date which was Monday Feb. 20th 2023. They were suppose to come and do the sound machine to detect if there was a line leak, He sent 2 guys out and I told them from the start ITS NOT an inside leak, that the owner Lee and I thought it was a leak in the line. They looked at the meter then they insisted they come in and check out the toilets. AGAIN I told them this has already been checked, its NOT a leak inside my house. They didnt seem to care that I kept telling them the leak is on the outside. Then an employee named Mike told me to call ******** **** Detection. I stated Lee the owner was suppose to send you guys out with the sounding machine to find the leak in my line. They said it would be hard to do since it wasnt a steady flow, so all they did was recheck my toilets and meter, and water heater, and play with my dogs. Never once did they do what I wanted and was willing to pay for, and was agreed upon by me and Lee the owner, yet they charged me for a Trouble shoot that I stated from the beginning, I DO NOT NEED the leak is in the line, the house has already been checked. They did not have any intention of using the sounding machine, and just jacked my bill up and charged me for a service I told them I didnt need. After I complained by email to Lee, me and my husband got a call from Mike stating he would refund me the 74.00 dollars for the trouble shooting, that I kept telling them I didnt need and they DIDNT find any leaks in my house. They did what they wanted and charged me for a service I didnt need.Business response
03/10/2023
Cindy this is Ben M******** the owner of GS Plumbing. In response to Mrs P********'s complaint your number *********. First off Lee is not the owner I am so I don't know why she was saying Lee was the owner he's our dispatcher. Yes she tried to tell us that she checked the inside the house and she determined there were no leaks but per our policy we have to check the inside the house because the owner could miss something and if we don't check and the leak ends up being inside then they're going to say well you should have gone behind me and checked so therefore we cover all of our bases. We do have Leak Detection equipment but if the leak is very small our equipment cannot find it. Mike explained this to Mrs *********, And her leak is very small therefore that's why we recommended ******** **** Detection they have much more sophisticated equipment and they charge a lot more than we do. We could have went ahead and charged her to leak detect and try to find it and charge her but we knew that we probably wouldn't be able to find it and there's no guarantee that we could find it and she would have had to pay that fee. We were trying to save her money. Lee our dispatcher left several messages for her to call back and we would refund her the troubleshoot fee of $74 and she never called us backCustomer response
03/10/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.
Regards,
******* *********This is NOT true. No one told me it was their policy requirment to re check what I had already had another plumber check. I asked them to stop several times that this had already been done, first by us second by another copmpany. They refused. I wanted the 450.00 leak detection because as the emails state thats what Lee told me needed to happen. It should be MY CHOICE, as to what services I want .
No one from that company ever called us back, except the day after and all Mike said was he would refund me the inspection fee, and after that, the only communication was the emails I sent the BBB. I waited on Mike to get back with me as to refund me the inspection fee and he never did. All Lee did was what was said in the last email, let him check with the owner, and we never heard back from him either.
Business response
04/06/2023
Mike did relay to her that we needed to check for ourselves, for the reason stated in previous response. If we are to take responsibility of the job we need to inspect for ourselves in case something was missed. As far as another company asking us not to inspect they were not there and we never heard from another company. Who are they? and please send a copy of there correspondence that Mrs. ********* said they had with us. We gave Mrs. ********* the choice if she wanted us to continue with the locate after Mike told her that our equipment my not detect the leak since it was a small leak and ******** **** detection had more sophisticated equipment which has a better chance of locating the leak. We could have tried and charged her for it, we do not guarantee we can find leaks. We were trying to save her money, she agreed. Lee never told her he would get with the owner about issuing a refund, as stated in Mrs. ********* complaint, she said was communicating with Lee, the owner of GS Plumbing. I stated in my response I'm the owner, Ben M********. Attached are the emails between Mrs. ********* and Lee My dispatcher. We are issuing her the 74.00 service fee credit today. I'm Sorry for the delay. I had thought we already issued it.Customer response
04/06/2023
I sent the BBB all the emails between myself and the company in question. A customer should never be forced to purchase services they do NOT want. There are so many misrepresentation from this company not only to me but the BBB. The company who actually came out and did the repairs, never charged us a service call fee, they NEVER inspected the inside of my house, they took my word, and they found the leak in 30 minutes WITHOUT a sounding machine, as the ground was saturated. The repair was done the following week. I was never charged extra, I was told up front what they were going to do and how much it would cost. They very very professional. No hassle, no extra charges.
******* *********
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.
Regards,
******* *********
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Contact Information
55 Donkle Rd Ste A
Greenville, SC 29609-6948
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.