ComplaintsforDependable Service Plumbing & Air

• Initial Complaint

  03/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 1st of 2022 we had work done at our home by Dependable Plumbing. Their work was terrible and I'd like to register a complaint. After days of work our plumbing Backed up yet again. When we asked the Pluming Manager Tom time and time again he said he was to meet us, which he never did. Not only was there work terrible but the But when requested over, and over, and gave them a chance to make it right and in fact blamed it on another company. His fix was to tell us that the insurance company would fix it. They are completely unable to conduct a business, from the receptionist who asked me to spell Bucanneer 5 times There is no communication with the staff from top to bottom. Project #XXXXXXXXX Cost, $1 256.75 paid in full onmarch 1st, 2022 Also paid in full was a Loyalty Club Membership at $164.45 and want a refund for the club Membership refunded, since I'll never use Depenadable Plumbing in the future.

  

  Business response

  07/10/2022

  Business Response /* (1000, 5, 2022/03/11) */ ***** and Wilton have been excellent clients starting in 2020. We regret the situation that caused their frustration and dissatisfaction with us. I will try to summarize the events as fair and unbiased as possible based on talking with my team. This is a summary and it's very possible that ***** and Wilton may have additional information. We are very open to understanding any additional information they may have. May 2021 we installed a customer supplied toilet and vanity as well as all crawl space plumbing for these two fixtures. February 28th, 2022 we were called due to a sewer line back-up/stoppage. It was this event that has caused the issues. Here is a summary of contributing factors: Due to COVID we are running on reduced staffing due to people being out. We were not able to do the service call until 3/1/22. We give our service agreement clients preferred scheduling and at the time we were scheduled out 6 days. We moved clients around to get this call handled in 2 days - only behind other service agreement clients that call/scheduled before this call AND had similar or worse problems. Our technician Joey was dispatched to the home on 3/1/22. He advised the clients he was not able to clear the stoppage. There was a break in the line just outside the home near the sewer clean-out. He quoted to have the line cut out and replaced to include a new clean-out. He also advised we were several days out for service agreement clients but that it would still be faster than the 6 days that non service agreement clients were waiting. The clients accepted the quote and asked us to book the repair. Joey advised to sparingly use the toilets because it can again back up and overflow into the home if used. He also let the client know we do not do sewer remediation and he asked if they had someone to call. When the client didn't, Joey said Restoration 1 could be an option for the client to consider to help them clean up the waste that overflowed into and under their home. Joey also left the cap on the sewer clean-out outside the home loose so that if the client used the bathrooms it would leak outside the home and be less likely to back up more inside the home. The client called our office and left a very positive review of Joey and his work. We have the recording of the call if needed. On 3/3/22 we were scheduled with the client to do the blockage repair. We had a technician Stefon finish a job early and we dispatch him to the clients earlier than scheduled. Stefon found a large root-ball that grew into the sewer main that completely blocked the pipe. He showed it to ***** before disposing of it. He then finished the repair and tested it extensively. The sewer was flowing as it should at this time. There were several phone calls from ***** that lead us to believe there was confusion about what Dependable Service was doing versus the remediation company. Dependable Service is not a remediation company and it's in her best interest that a company specializing in sewage/waste cleanup do her work. ***** called saying Dependable Service pulled all the insulation down from her crawl space and that we needed to fix it as well as clean up the waste under her home. We called the remediation company she was working with to get an update on their progress and they advised they removed the insulation to let it dry out and that they would be returning the next Monday to do their next stages of clean up. When our Service Manager called to let ***** know, ***** was not happy about it. We have the very colorful conversation on recording if needed. On 3/8/22 Dependable Service refunded the $164.45 for the service agreement because *****'s complaint was we did not respond to her needs quick enough. We have a recorded voicemail from ***** thanking us and saying her issue with us is resolved. We can share that if needed. Both ***** and Wilton are very good clients. The sewage back-up that they experienced is a very stressful event. Our hearts go out to clients in this situation and we regret it caused the emotionally charged interactions with our company. We're prayerful that they are able to resolve all remaining issues with their home. As noted in my opening, ***** and Wilton may have additional information that they wish to convey and my business partner and I stand ready to meet with them if anything further is needed.

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