ComplaintsforOn Point Contracting, Inc.

• Initial Complaint

  05/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Plumber came to my house on 5/3 to clear a clogged drain line. The technician broke a cast iron drain line trying to clean it out. After the technician left the hallway flooded with rusty water and damaged the carpet and possibly the interior of the walls. He came back on Friday 5/8 to install a “clean out”, cut the wall open and informed me that the cast iron drain line was cracked (after he serviced it). I asked for a supervisor to come as I was traveling for work the following week and they set an appointment for 5/15. The supervisor never showed up, no call, they are not answering my calls or emails and are refusing to address the damage they caused. The company has not provided me with their certificate of insurance or a resolution for the damage they caused to my home.

  Business response

  06/02/2023

  We received a Work order from American home shield home warranty for this customer.
  
  Work order was about clogged drain.
  A licensed journeyman plumber went to her house on 5/3/2023. He visually diagnosed that customer had a clog in her washer machine sanitary drain line, and customer doesn’t have a sanitary clean out for us to service the line (which means technician cannot perform any service to the drain line due to missing clean out.) Technician called the Authorization department of the home warranty and reported his diagnostic. Home warranty denied to cover any service for the customer due to missing clean out.
  Technician recommended the customer to install a clean out for her drain line so we can service the line, customer agreed, so we reschedule the appointment to come back and install the clean out.
  Technician went back on 5/8/2023 to install the sold clean out job, technician cut the whole in sheetrock in order to expose the drain line and install a clean out. After cutting the sheetrock, technician was able to see the sanitary drain pipe inside the wall, and he diagnosed that the pipe was in a very bad condition and cannot be repaired and clean out cannot be installed on it or even run a snake machine to unclog the line.
  Technician stopped the job, showed the customer, and explained very clearly that this drain line is in a very bad condition, and he cannot run any machine in it or he cannot do any attempt to clear the line because that would cause a crack for the cast iron drain line.
  Technician recommended the customer to cancel the existing drain line and reroute it with a new pipe, customer requested a quotation for the recommended work, technician prepared a quotation and sent it.
  
  After couple of days customer called our office and said that technician damaged her pipe and now she has a leak! The office staff told the customer that we will send her a supervisor to go and take look and see exactly what is the problem, customer said that she’s not available before 5/15/2023, office gave customer an appointment for this date to send a supervisor.
  After couples of days we discovered that customer called the home warranty company and reported about us that we broke her drain line!

  Customer response

  06/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  The technician visited my home on May 3 and attempted to clean out the pipe using a snake and was unsuccessful. At that point he attempted to locate the clean out which I did not have and advised I would need to have one installed for $650 which I paid.
  

  The following morning after he left, I discovered that my hallway carpet was soaking wet with the rusty water coming out of the drain pipe he attempted to clear. There was NO LEAK from the drain prior to the technicians visit  
  

  Upon the technicians return Friday, May 5th, I informed him of the leak, he cut a hole in my wall and then told me that the pipe was cast-iron and he could not install the clean out because it would damage the pipe pipe but it had already been damaged on his previous visit. 
  

  He informed me that the broken pipe would need to be replaced and quoted me $6500. Due to needing more work in the house, I asked for a bid to include the additional work as well which he promised to send over. I never received the bid from the Contractor, which was the first indication that they did not intend to come back after the damage.
  

  I reached out to them multiple times over several days via email and phone with no response. All of their calls are recorded so they do have evidence of my multiple attempts to reach out, and I was ignored. I can also provide the multiple emails I sent informing them of the damage and seeking a resolution  
  

  When I was finally able to reach someone, they promised a supervisor would be out Monday May 15th. The supervisor was a no call/no show for the appointment  

  I reached out to the home warranty company for assistance in getting the damages to my carpet repaired. The supervisor Tony reached out and said he would have my carpet taken care of.

  He then called back the next day and refused to come out because I left them a negative Google review and filed a BBB complaint. I advised that I’d be happy to revise my review once the damage was repaired, Tony said they would not come. 
  

  This company has a history of this type of behavior per their Google reviews. 

  At this point I will also be seeking a second opinion on the damage to the pipe and pursuing legal action. 
  
  Regards,
  
  Dorothy Norman 
   

  
  

  Business response

  06/05/2023

  We received a Work order from American home shield home warranty for this customer.

  Work order was about clogged drain.

  A licensed journeyman plumber went to her house on 5/3/2023. He visually diagnosed that customer had a clog in her washer machine sanitary drain line, and customer doesn’t have a sanitary clean out for us to service the line (which means technician cannot perform any service to the drain line due to missing clean out.) Technician called the Authorization department of the home warranty and reported his diagnostic. Home warranty denied to cover any service for the customer due to missing clean out.

  Technician recommended the customer to install a clean out for her drain line so we can service the line, customer agreed, so we reschedule the appointment to come back and install the clean out.

  Technician went back on 5/8/2023 to install the sold clean out job, technician cut the whole in sheetrock in order to expose the drain line and install a clean out. After cutting the sheetrock, technician was able to see the sanitary drain pipe inside the wall, and he diagnosed that the pipe was in a very bad condition and cannot be repaired and clean out cannot be installed on it or even run a snake machine to unclog the line.

  Technician stopped the job, showed the customer, and explained very clearly that this drain line is in a very bad condition, and he cannot run any machine in it or he cannot do any attempt to clear the line because that would cause a crack for the cast iron drain line.

  Technician recommended the customer to cancel the existing drain line and reroute it with a new pipe, customer requested a quotation for the recommended work, technician prepared a quotation and sent it.

  After couple of days customer called our office and said that technician damaged her pipe and now she has a leak! The office staff told the customer that we will send her a supervisor to go and take look and see exactly what is the problem, customer said that she’s not available before 5/15/2023, office gave customer an appointment for this date to send a supervisor.

  After couples of days we discovered that customer called the home warranty company and reported about us that we broke her drain line!

• Initial Complaint

  04/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We filed a claim with our home warranty. We were having a new vanity installed in my bathroom and a leak in the pipe was found. The warranty company sent On Point Contracting, Inc. out to access the work. We were told by Omar, the technician, that the hot water pipe needed to be replaced. My husband asked if they would put everything back as it was, and was told "Yes". Omar said he would submit everything to the home warranty company and get back to us in 24 to 48 hours. A week went by and we never heard from anyone, so we contacted the home warranty company and they contacted On Point. On Point called us and said the project would take 3 to 4 hours to complete and cost would be $320 which was the labor cost the warranty company would pay for the parts. We were also told that they would have to get a supervisor's permission to send a different technician, because Omar would be out for another 2 weeks and we did not want to wait that long especially with the pipe leaking. Since we never got an invoice regarding what we was paying for, but the project was going to take 3 to 4 hours to complete, and Omar had said everything would be restored as it was, we felt assured that this included the sheetrock and insulation. We were told by Josh, that he was finished in less than an hour. I asked when someone would be coming to complete the sheetrock and insulation. I was told that, they did not replace sheetrock or insulation. I called the warranty company to find out what my $320 cover. I was told it was for 4 hours of work. I have been told several times by On Point that they do not replace sheetrock or insulation. I asked them, how was I suppose to know that, because they website states "repair and replacement services". I have never received and invoice as to what I paid for, and yet I have had to pay additional money for sheetrock, insulation and labor. I am filing a complaint, because I requested $240 of my money back because they only did 1 hour of work.

  Business response

  04/21/2023

  We did receive a plumbing claim for this client from Select Home Warranty. When technician went there on his first visit, he diagnosed some issues with water pipes inside the wall that it's feeding the lavatory sink.
  Cold side half inch galvanized pipe was leaking water.  the pipe has been leaking from while, and because they didn't fixe it right away, that's caused the pipe to rust and being not repairable any more.
  In order to solve the problem we has to replace the water pipe from the attic all the way down inside the wall.
  

  the home warranty only covered a small part of the work and there was an out of pocket of $320. We NEVER mentioned to the client that it will take 4 hours and we only charge a flat rate for services like that. we do not charge hourly. And when technician told the customer that we put everything back as it was he definitely meant the plumbing system and pipes and NEVER mentioned sheetrock. WE DO NOT fix sheetrock. for most pipe leaks issues, a plumber has to make access through the sheetrock to be able to do the repairs needed but we always make sure that client is aware that we do not fix sheetrock afterwards and sheetrock repair is never included in any of our pricing.

  Ms. ******* kept calling us insisting that we were supposed to fix the sheetrock and we explained to her 100 times that we do not fix sheetrock and we do not have sheetrock technicians. She said our company name is On Point CONTRACTING and that means that we should do the sheetrock as well! which is not true! Please check our website and you're not going to find anything about sheetrock. All we do is plumbing, electrical and HVAC. and on our website you will also find that we do not outsource and we have our own technicians in house. And again, we do not have sheetrock technicians. 

  the customer agreed to the out of pocket of $320 and paid it by check and then after the job was completed she started arguing and calling us everyday to get a refund.

  Again, the price we quoted is a flat rate not hourly rate and we do not fix sheetrock.

   

  Thank you!

  
  

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