ComplaintsforArmor Plumbing

• Initial Complaint

  05/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3/17/2022 Armor plumbing was at my residence because I had requested there help. When My washing machine drained it would drain some water out then spill over and would drain out in my garage they reported the pea trap was maybe was stopped up. They told me they would have to break the concrete and replace the trap. They told me they would assess the cost and submit me a bid. I received a bid for ******* ***************** was to cut out. Cit out concrete remove old p-trap from slab install new p+ trap per code on wall with a cleaning trap per code on wall with clean out for access to run cable in line to clean line. Will also plumb in a sure vent so line is vented properly. They return on 3/31.22 to do the work as outlined. Approximately 1 week later I noticed the water started running out into my garage on checking there work which was in a closet in my garage they had not done the work in the estimate no p-trap no clean out not vented. I looked over the receipt he gave me on the job only had they had replaced the trap and cleaned the drain. I called the company the owner finally came out on4/22/2022 apologized for the work done and they would make it right said he would call another company in to do the work . I tried calling armor Plumbing several times. they only said the owner would call me I have not heard from them. I told the secretary I wanted my money back because they didn't do the work. Have not heard from them.

  Business response

  05/20/2022

  Hello,  I do hope this finds you doing well and in blessed spirits.  I understand perfectly that you are only doing your job, so I will try to do my best to help and assist you.
  First I would like to state the fact that in seven (7) years of service we have a perfect customer service record, that is not to say that we have never had a problem, but it does mean we do great work and always go an extra mile to insure we have a satisfied customer. 
  Just look at our reviews and you will see that this customer complaint does not add up.  To have someone falsely accuse us especially when she is not telling the truth about the efforts we made to meet her satisfaction is disappointing, however I will refrain from injecting personal feelings.
  Our first call to this customer was on March 17, 2022 customer had a bathroom lavatory stopped up and we cleared the drain and was asked if while there we could look at her washing machine drain which she said would not drain at all.  She informed us another plumbing company had run a cable through it but did a poor job, charged too much and was busted in the yard somewhere.  (This should have been my sign to not deal with her)  We ran water through fixtures in the rest of the house and watched the water flow by in the main clean out.  The washing machine however, would not drain no matter what we did.  This definitely led us to believe the problem was in the washing machine line.  The entire drain system is the original cast iron pipe, meaning it is very old.  She was made aware of this very clearly and told that there may be more problems in the line we could not see with no way to camera line.   Because of that what we would do was break the concrete, cut out cast iron p-trap, camera the line to be sure the rest of the washing machine line was healthy, snake the line out very good, install new p-trap, vent and clean out for the cost of $2,800.00.  She agreed.
  On March 31, 2022, we cut, jackhammered, and hauled off concrete, upon exposing the p-trap it and an old clean out beside it were crushed and beyond repair.  We cut out the bad section, snaked the line out really good, then camerad the line.  We were able to inspect the washing machine line with the camera.  We installed a new PVC Schedule 40 **trap and tested the system.  It drained great and the customer was very happy.  So happy in fact we did not hear from her again for approximately 2 weeks.  
  On April 12, 2022, she called and said her kitchen line was now backing up.  First we never touched the kitchen line and our invoice explains we do not warranty stoppages.  But the customer was fully right in being upset that the job was not exactly as it should have been, the new PVC **trap was not raised above ground, it was put back where the original one was, and the vent and clean out were not installed. I personally told her the **trap was fine and I would make sure the vent and clean out was installed but none of this was causing the kitchen line to not drain and to let us try to clear the kitchen line. 
  On April 13, 2022, we went back and tried several times for several hours to clear the line.  We tried different methods including a blow bag, but could not clear the line we were pulling mud back onto our cable and getting stuck in the same spot approximately three feet passed the kitchen sink the kitchen and washing machine lines are tied together and of course this means the washing machine line is now also backed up to, but not from where we fixed it and actually not from the washing machine line at all.   Customer refused to pay for work performed on April 13, 2022, which I was okay with.  
  By this point I really feel that I owe the customer nothing but I want to always have a happy customer so I met with her, went over everything in detail again.  Told her not only was the clean out and vent going to be installed as should be in our original scope of work but I would also have all the sheetrock fixed. (We are not the ones that removed the sheet rock)  And also I would have American Leak Detection come out, **** the exact location where the line is broken and turn in a bid to fix it.  Told her I would pay for this out of pocket and whatever their bid was I would beat it by at least a few hundred dollars.  She was very satisfied with this and thanked me profusely for taking care of her.
  I thought the matter was settled and I put everything in motion so you can imagine my surprise and disappointment when two days later she called back and said she had hired a lawyer to *** us and her lawyer told her not to let us have another company come out.  According to her the only solution was for us to give her $2,000.00 of the $2,800.00 originally paid back.
  So no maam I did not, and will not call her again after that statement from her, and will not be able to assist her in the future with an attorney involvement.  I went beyond any reasonable efforts to appease her,  there is nothing else I am willing to do for her.  I hope you can see I went above and beyond to fix this.
  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩