Complaints

• Initial Complaint

  03/23/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased a condo in 2019. Within months, I realized the downstairs toilet was quirky. My home warranty was with Benchmark Plumbing and they came out 4 times between 1/24/2020-3/27/2020, 3 specifically for the toilet issue. I was informed one of those times that the line was clogged with a contractors rag. The structure was built in 2018. They ran a camera another time and said they could not identify a problem. On 3/27/2020, the entire bottom level of my condo flooded which originated from that same toilet. Unfortunately, my home warranty expired in April 2020 so they basically washed their hands of me. Benchmark and ****** were keenly aware that my warranty was close to its expiration date. The builder ****** Homes was very much involved and also denied any responsibility. I had to file a homeowners claim, pay a deductible, etc to have my entire bottom level flooring gutted and replaced. I just stopped using that toilet knowing there had to be a bigger issue. On Feb 14, 2022, my bottom level flooded again. The source, that same toilet. I had to file yet another homeowners claim and my policy does not cover plumbing. I payed for a local plumber to assess the issue and he found that the sewer lines under my home were improperly installed by Benchmark. I have been given an estimate for that repair, $9,500-$13,500 because they will have to jackhammer my living room floor and a section of my front porch. Not to mention the cost that I will incur to have a concrete company repair the slab and front porch.

  Business response

  05/09/2022

  Business Response /* (1000, 9, 2022/04/12) */ To Whom It May Concern: We are responding to your letter dated March 24, 2022. RE: Case # ********: ***** ******* Benchmark Plumbing, Inc. did the original plumbing on this house March 27, 2017. We did the final trim out on the house September 30, 2017. The original homeowner has a one year warranty from September 30, 2017 to September 30, 2018. This is a standard warranty in the state of Tennessee all plumbers, electricians, HVAC, use with the builders. The builders use the same warranty and have it in the closing packet with each homeowner. ***** ******* is not the original homeowner. She purchased the home from the original homeowner in 2019 not ******. When ***** ******* purchased the home the house was 1 1/2 years out of the plumbing warranty and out of the builder warranty. The original homeowner never called and or had any issues with the house. We do not have one service call on the house until January 22, 2020 when ***** ******* called. From September 30, 2017 to January 21, 2020, no issues were reported to Benchmark Plumbing Inc. We received the first service call on this house on January 22, XXXX X X/2 years after the plumbing warranty expired. On January 22, 2020 ***** ******* called and said her water closet would not flush. When we arrived it was a main sewer clog. This was not an issue with improper installation of the sewer line. This was a clog due to the homeowner. The house was out of the plumbing warranty. We charged $140.00 to unclog the water closet. On January 29, 2020 we received a call from ***** that her water heater was making a popping noise. We went out to her house and found nothing wrong with the water heater. We did not do anything on this visit. There was not anything to fix. On March 27, 2020 we received a call from ***** that her water closet flooded in the middle of the night, when we arrived her water closet was unclogged and working fine. Nothing was wrong,. There was no evidence of flooding and or any damage at her house. The water closet worked fine and was not clogged. We only have 3 service call on this house, 2 for a water closet and one for a water heater. Please find attached copies of the service calls from ***** *******,. Please find attached copies of the plumbing inspection on the house. The house passed ********** and shows all pipes were properly installed and inspected by Metro Codes. Benchmark Plumbing has been in business over 25 plus years and prides itself on workmanship and customer service. We have never received a complaint from a homeowner from BBB in all the years we have been in business. We understand no matter the circumstances, sometimes no matter what you do, a homeowner will never be satisfied. Unfortunately this is case. If you have any questions please do not hesitate to reach out. Regards, **** P ******* Consumer Response /* (3000, 11, 2022/04/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was informed by the City of Spring Hill that this condo was completed on 5/24/18. The original owners only lived here a few months before moving out of state due to a job transfer. The time that one your plumbers came out because the toilet wouldn't flush, he informed me the clog was caused by a contractors rag in the line. I can assure you I didn't place it there so obviously that had been in the line from the build. It's not like I have multiple people living here or kids so normal use of the facilities should not cause such an event. The final visit after the flood where you referenced "nothing was wrong" was only because I spent all night sopping up fecal water and disinfecting everything for obvious health concerns. Of course the line was clear then as everything erupted out of the toilet. Interesting that both floods occurred immediately after taking a bath which was explained to me as evidence that something is wrong with the main line. To say that some homeowners just can't be pleased is ridiculous. Would you or anyone be pleased purchasing their first home only to learn that some weird plumbing issue lies under the surface? It appears that no one wants to take accountability for poor workmanship.

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