ComplaintsforGoff Heating, Air Conditioning & Plumbing

• Initial Complaint

  02/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called because my toilet was backed up so I needed it snaked. Plumber came out and couldn't find my "clean out". I told him I had one and another plumber had used it before. I told him several times I knew I had one and that they were the only ones who couldn't find it. I told him the area where it was (it was underground). He dug around and couldn't find one so he told me he was going to create one for me. Well I'm not the professional. I thought maybe I was wrong. So he made one and snaked my drain and charged $610. This was a Friday. Monday comes around, and I'm completely backed up again and my yard is flooding with water. I go look where the new clean out is and it's flooding where the original clean out was I told him about. They come back out and charged me another $210 to snake it again. I called and questioned the charges that were made and they tell me I have roots in my lines and I need to pay $3000 to have that fixed when they charged $820 to "fix" something that wasn't even the issue to begin with. I understand a charge for having my drains snaked ONE time but twice, no. And definitely not to have a cleanout created when I already had one. They had an attitude when I called the office and talked to two different women.. one of them was named *****. I can't afford a charge this high when they didn't actually fix anything with the creation of the new clean out. I would like a full refund of $820. The second charge of $210 is fine because they snaked it successfully. This business needs to check their "plumber" because they possibly could be overcharging other people or creating problems that wasn't even a problem to start with.

  

  Business response

  04/03/2023

  Customer contacted the office on 01/13/2023 with a sewer stoppage, tech attempted to run sewer machine through the hole in sewer pipe that the customer was calling a cleanout. Tech was unable to locate a cleanout, customer approved tech to install a cleanout at time of service. On 1/16/2023 customer contacted the office with a sewer stoppage again, it was then determined that the stoppage is due to roots in the sewer line from the large tree in the front yard that the sewer line runs underneath. Customer was informed that the sewer line needs to be re-routed around the tree to prevent future issues. Customer has had issues going back to 01/12/2022 on this matter where we have had to run sewer machine through roof main vent stack to clear sewer stoppages. See attached invoices for details. Also, provided customer with a quote to re-route the sewer line, see attached. 

  Goff feels as if we have done everything possible to assist customer with her issue. (also we can NOT GUARANTEE sewer lines with roots in them, damaged pipes, feminine products, wipes/paper towels, grease, etc.)  

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