ComplaintsforDWV Sewer Inspections

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I did a service request at ********** on ************ in ****** on 05/11/24. We needed to have a spout replaced in our bathtub because the old one was leaking. We received a phone call the same day from **************** who said he could come on Tuesday 05/14/24 to get it done. He also said there will be a "trip charge" of $145.00. The charge from the job will be subtracted from this amount and if there is any additional charge it will be added to the $145.00 to be paid at the time of the service. **************** showed up on Tuesday and finished the job around 1700. He told my husband that the water could only be turned on 4 hours later. Around 2130 I went to take a shower and found out that water was leaking from the spout connection to the wall that we were unable to take a shower without completely wetting the whole bathroom. We communicated this to the technician via voicemail. The next day he sent a text message saying he will come back to fix the issue that day. He never showed up. I contacted him that evening via text message. Thursday, I woke up to a text message from him that said he was in ********** the previous day. He will come by that day. Around 1600, I texted him asking when he was coming. He said he was installing a toilet and will be by after. 2 hours later I again texted him to let him that we have not been able to take a shower since he did the work in the bathtub, and I needed to shower before going to work the next day. I also asked him to please issue a refund if he could not come so we can hire someone else.We never heard from him again until now. Out of desperation, my husband took the spout back to the store and talked to someone in plumbing who explained the process to him step by step. My husband was then able to come home and do the installation himself.

  Business response

  05/29/2024

  The pipe coming out of the wall was bent. They provided the parts and I explained to them about the pipe being bent that that was an issue. I installed the customer provided part with sealant and told them not to use it for 24 to 48 hours as the bent pipe was an issue.  They used it immediately  They also choose not to fix the bent pipe coming out of the wall. I cannot warranty their part or when they don't follow directions. The problem was either their part or them not following instructions. 

  Business response

  05/31/2024

  The pipe coming out of the wall was bent. They provided the parts and I explained to them about the pipe being bent that that was an issue. I installed the customer provided part with sealant and told them not to use it for 24 to 48 hours as the bent pipe was an issue.  They used it immediately  They also choose not to fix the bent pipe coming out of the wall. I cannot warranty their part or when they don't follow directions. The problem was either their part or them not following instructions.
  

  Customer response

  06/08/2024

  I am rejecting this response because:   the repair person had told my husband that we could use the shower after 4 hours and not 24 to ********************* his answer.

  The second reason was that the same part was installed 4 days later by my husband without having to do anything to the pipe he says was bent. My husband had received pointers from someone at the store and we were able to use the shower 2 hours later.

  We did contact the referral program at **********, and they are in the process of reimbursing us.

  Thank you for your assistance

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