ComplaintsforRockland Plumbing & Sewer

• Initial Complaint

  09/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Oct. 21. This company was set up to resolve a plumbing issue by my warranty company. I received a text stating they were in route which allowed me to track them. When ai went to verify the location, ai was notified the job was complete. No one has access to the home nor did O receive any type of phone call. I contacted the number given, the contractor stated I didnt have access to drain the sewer, which I do, and know its location. I let them know I didnt and they would have known if they would have done a proper inspection or came into the home. Oppose to working with me, they insisted I call the warranty company. Wouldnt answer any questions or give me any reasonable explanation to why they didnt perform the work. I plan to follow up with my complaints to someone other than who I spoke with over the phone. Ive endured bad customer service, but never like this.

  

  Business response

  09/28/2024

  I talked to the tech that was out there. this is what he had to say: The first time on site was September 17th. We arrived at the wrong address, and the customer called and gave the right address. We called warranty company to confirm the address. They stated that the address was not on file. We did look at the job while we were there basement had standing sewage. There is no ground level cleanout inside or out. The second time on site, we arrived on September 23rd. I knocked on the door, A young man let me in. I went down into the basement and looked again for a ground level cleanout. The cleanout that was on the stack was removed, and a makeshift tub shower drain was installed where the cleanout should be. I called the customers home warranty company and explained all that to them, and they said that it was not covered. Sorry that you are going through this, but there is nothing we can do at this point but to charge you for services needed. 

• Initial Complaint

  10/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This complaint is against Rockland Plumbing. The complaint details cannot fit in the allotted space and is therefore attached.

  

  Business response

  10/31/2023

  I understand your concerns, but I can assure you that everything was installed correctly and to code. This is the reason why it is important that anyone that comes to your home and performs work to pull permits. This is so that your city can inspect and make sure its done properly. Your project was approved and if you need more information about that you can reach out to your city. That being said, I hope this puts you at ease on the project that we completed for you. If you have any more questions or concerns, please do not hesitate to reach out to us. Thank you for your understanding and your business. 

  Customer response

  10/31/2023

   
  Complaint: 20801881
  
  I am rejecting this response because:

  To begin with, yes, a permit was pulled, and I have a copy of the work approval. However, when the inspector visited, the only part of the repair he could see was the top surface of the new piping, he could not see the repair in its entirety because 95% of the work was buried under new gravel. The inspector was not on the property for more than a couple of minutes. Not to disparage the inspector but he performed the quick view and passed the inspection. Additionally,a thorough inspection would require an amount of time the inspector cannot provide to each job, hence the quick view. Secondly, you have provided no viable solution to resolve the issue. Finally, as I stated in my complaint, I no longer trust you, your company or Bill to return to my property and make right,the repair job that was so horribly executed.
  Furthermore, **** returned to my property on 10/31/2023, he completed the backfill with gravel to grade. He denied there was a problem with the 2-inch line coupling connection. I disagreed with his assessment, and we remained at an impasse regarding that issue. Also, **** tried to convince me that he had power rodded the entire sewer line. After more conversation and after **** walked a number of feet of driveway he relented and acknowledged that he did not rod the entire sewer line. **** then asked if I wanted him to power rod the sewer line. I responded to **** and told him that I no longer trusted him. I told him that I didn't trust him to do the job properly and completely. I told **** that I will have (to hire) another plumbing company come and power rod the entire sewer line. On another note, Although I didn't mention this to Bill, I will have to hire another plumbing company to also re-repair the 2-inch line that Rockland didn't repair correctly. And so, the bottom line is this. I do not trust Rockland and I do not want them on my property again. I want to re-coup some of my loss so I can have the repair done professionally. 
  Sincerely,
  
  *************************

  

  Business response

  11/01/2023

  The stone backfill is necessary because the inspection requires the piping to be packed in stone for stability. The 2 inch drain line that attaches to your four-inch part of your project is done correctly as you can see in the photos with a non-sheer Coupling. The attachment to your existing 6 inch clay ********************** line is also attached with a 6 inch non-sheer coupling. **** was there yesterday 10/31/23 Adding some extra stone to your project to grade. **** asked you if you would like him to Rod your drain one more time (As a courtesy) to ease your concerns and you denied him to do this. Again, I am very sorry that you are upset, but I assure you your project was done correctly. As you can see in the photos and the approved inspection we have completed this job at your home. if you need anything else done at your home I can offer you a 15% discount on a future project but thats all we can do. Thank you and Have a good day.
  

  

  

  

  
  ?? ROCKLAND PLUMBING ??  

  Customer response

  11/01/2023

   
  Complaint: 20801881
  
  I am rejecting this response because:

  I have read your response. However, the photos you provide do not show how the 2-inch coupling was (improperly) installed and **** never went more than 10 feet with any sewer cleaning apparatus. The sewer line was never rodded or cleaned. With regard to the 15% discount, I would rather prefer a billing adjustment.
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 25, 2023 the company sent a repairman to fix a leak in my bathroom sink as a contractor for my home warranty company, American Home Shield. As he was under my sink he broke through the bottom of my vanity cabinet to the floor causing a huge hole. He apologized and called someone who he said was his boss and they asked me what did I want to happen? I said I just wanted them to fix it. The contractor said someone would contact me about fixing it in a few days. They never contacted me, instead they added it to my American Home Shield account as an uncovered repair charge asking me to accept it and be responsible for payment.I called the company and the person I spoke with at first said they didn't have any knowledge of what happened. Then when I read the notes their company put on the account, all of the sudden she knew what I was talking about but said since the ticket was closed out there was nothing she could do. I told her I would be reporting this to the company and hung up. I will have to get a new vanity I would like them to pay for it since their company caused the damage.

  

  Business response

  07/05/2023

  Sorry for the troubles you were having in your home. Unfortunately, we cannot be responsible for rotting water damage cabinets. (We have pictures if you need them) We recommend you have a ********* take care of replacing your vanity cabinet before someone gets hurt trying to make any future repairs. Again we are sorry for your troubles, but the only thing that we can offer is a fair price to replace the fixtures and sink itself after you have A ********* replace the cabinet. 

  Customer response

  07/07/2023

   
  Complaint: 20275142
  
  I am rejecting this response because they never contacted me back to say this initially. I have the same pictures they have and this wouldn't have happened had they not put tools there. It could have been repaired once the leak was fixed. Now it has to be replaced.

  This is a terrible company with abhorrent customer service which is documented by their reviews.
  
  Sincerely,
  
  *******************

  

  Business response

  07/11/2023

  Again, we are very sorry that you are experiencing problems in your home. But again we cannot be responsible for rotted water damaged cabinets. As you can see, this cabinet has been damaged for a long time. Your leak is now fixed but you are going to need some additional work by replacing your rotted cabinet. We suggest you hire a ********* to either repair or replace the cabinet that is rotted. 

• Initial Complaint

  06/01/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had horrible service from this company my home warranty assigned them to me and it was a nightmare not on time from the very beginning got blocked from being able to call to make sure they were going to fix the problems all to have them lie to my home warranty about the damages from my faucet they are very rude and need to be checked on cause they make false reports

  

  Business response

  06/02/2023

  We are sorry that you are experiencing this problem. but we cannot control what the home warranty covers and what they do not cover. We have to report what we found and sometimes also take pictures but thats all we can do. Again very sorry for any inconvenience, but it is out of our hands for coverages.

• Initial Complaint

  05/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Filed a claim through home warranty company American Homeshield. When I saw the name of the company. I replied to text and asked "to please cancel the request due to previous racist issue we had when they sent someone out last year. The office manager proceeded to suggest that " I will send someone Brown to your property". I asked him to stop texting me. He then started emailing the same messages. American homeshield dispatched another contractor which is why I don't understand why they won't stop harassing me.

• Initial Complaint

  07/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I put in claim with my home warranty company, American Home Shield on July 8th, *****. They assigned the case to Rockland Plumbing. The company called me and set the appointment for them to come out on July, 9th, 2022. My claim was for 2 clogged sinks ( kitchen and bathroom), and one leaking tub faucet. The plumber came out on July 9th. He took a look at the kitchen sink and proceeded to rod it. As he was rodding he informed me and my husband that his rodder was to powerful and could not get it all the way through without causing major damage. He stated that in the miss of doing the rodding he caused the pipes to leak. He stated he would return on Tuesday July 12th to fix the issue he caused with the pipes because he did not have the correct materials. We said ok. He went and unclogged the bathroom sink. He then stated he did not have the correct material to do the leaking tub faucet, and that he would complete that job on Tuesday as well. I received a call on Tuesday morning from the plumber saing he was not able to make it because of a personal issue. I said ok. He stated he would be out on Wednesday. Wednesday came and we waited all day for him to come, When I noticed it was getting late I decided to call him. He stated that he was not able to come. I stated that that was unacceptable because no one called to inform me. I called the company and they stated they would try and send somobe else and call me back. no one ever called. I reached back out to the original plumber, through text and he promised me he would be able to come out on Thursday. We have text ,essages back and forth from him saying he was coming. He never showed up. I called American Home Shield to complain and send me a new plumber because we need the services becuase the leak is causing us not to be able to use the kitchen sink. They sent a new company called ***** plumbing. When they came out they stated they were not able to fix the leak unless we removed our cabinets. Rockland plumbing is res

  

  Business response

  07/24/2022

  We are very sorry that you are having this plumbing issue but we cannot be held responsible for old piping in any home. When a drain is backed up and the only thing anyone can do is rod it to relieve the backed up drain issue. We are very sorry but we cannot be held responsible for old piping in a home. 

  Customer response

  07/25/2022

   
  Complaint: 17616524
  
  I am rejecting this response because:
  

  I did not have a leak befire your plumber came. He acknowledged that he caused the leak due to the rodder being so strong. Your company also has gotten paid for services that were not completed. He was suppose to come out and fix the leak in the bathroom and did not. But, in return you got paid. I am requesting that this issue be resolved due to negligence on your technician part. 
  Sincerely,
  
  ***************************

  

  Business response

  08/05/2022

  The client may or may not have coverage for the issues they are having, the client had a request made through her warranty company & we followed the protocol of a diagnosis for the client, no matter the explanation of there being out of pocket expenses or being aware that she does or does not have coverage for the issues. The client is in an uproar about matters that have to be determined by a company & a professional. Her request was even transferred to another company, by her request. Rockland can only follow protocol or service accordingly. 

  Customer response

  08/08/2022

   
  Complaint: 17616524
  
  I am rejecting this response because:
  the only reason the request for service was transferred to another company is because Rockland did 3 no shows after they had came and evaluated the issue. They made a follow up appointment with me on 2 different occasions and the technician had an excuse for everytime he did not show up. I was instructed by the technician that i should contact my warranty company and have them send someone else out because he kept not showing up for his scheduled appointment. I will submit text messages to prove that he set the appointment to return to complete the job. Rockland never told the warranty company it was a bigger issue they could not fix, but the got pad for a job they never completed. I am requesting my $100 service charge back that I had to pay, since they did not complete the job.
  Sincerely,
  
  ***************************

  

  Business response

  08/21/2022

  Sorry youre having these troubles but If another company was sent out by Your home warranty company to complete the job then that means your $100 co-pay that you paid to your warranty company was applied to that service company that did the work for you.You did not lose any money and we will not be refunding for anything that we did not receive. You can talk with Your home warranty about this and see what they can do for you. Im sorry but that is the best information I can help you with.

• Initial Complaint

  06/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife and I had some plumbing work done at our home that was finished on 1/21/2022. On 2/6/2022 we have had an issues with the ejection pump that was installed. First the pump was jammed with a gasket the installer left in the pit causing the pump to burn up and the basement to flood. They came out and fixed the issue. On 2/21/2022 we started having an intermittent issue with the float not working causing flooding. I contacted the service tech about the issue who assured me he would come and fix it. After several months of promises to fix it he stopped contacting me at which time I called their office to ask for help.I was told that because it was past 30 days they could not help me without a $85 dollar service call plus parts and it would not be covered under warranty. They said they had fired the original service tech. I have pictures and all my texts with the service tech over the last several months.

  

  Business response

  06/27/2022

  I am very sorry that you were experiencing problems with your ejector pump but we made time to fix this for you.However we cannot warranty pumps from debris being flushed down the toilet like paper towels, sanitary napkins, etc. Because these types of things happening, is the reason why we only warrantee ejector pumps for 30 days. Unfortunately it could be anybody that enters your home that flushes debri and things that dont belong in the toilet. We can help you additionally by offering a $100 credit to help out with the cost if you want another pump installed. Im sorry but that is the best we can do to try to help out. 

  Customer response

  06/30/2022

   
  Complaint: 17482710
  
  I am rejecting this response because:
  The company has given me the runaround. On 12/23/2021 they sent Norm out to discuss our options. On 1/21/2022 the job was finished and paid promptly. On 1/25/2022 I contacted the service tech about the ejection pump not working and on2/8/2022 he fixed it because he left a gasket in the bottom of the pit he installed. On 2/21/2022 I contacted the service tech about the pump not working. He has been promising to come out and fix it until recently he stopped contacting me. If I could just have a replacement pump that I could install myself I would be happy. Ps this system is just for grey water from a washer no toilets .
  Sincerely,
  
  ***************************

  

  Business response

  07/24/2022

  The only thing that we can do for you is to install the pump for half price on the labor. you would have to supply the pump. 

  Customer response

  07/30/2022

   
  Complaint: 17482710
  
  I am rejecting this response because: Seeing how I was told through an email that you would never service my house again I ended up repairing it myself. I would accept half the cost of the new pump $150.00
  
  Sincerely,
  
  ***************************

  

  Business response

  08/03/2022

  Once again I am very sorry that you are going through this problem at your home. As I stated before the only thing that we could do was give you half price on installing a pump that you supply. 

  Customer response

  08/04/2022

   
  Complaint: 17482710
  
  I am rejecting this response because:
  And Again why would I pay twice for inferior workmanship you can send a refund on the ejection pump. 
  Sincerely,
  
  ***************************

  

  Business response

  08/10/2022

  Please find in your time to retain another plumbing company. 

• Initial Complaint

  02/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November 4, 2021 Rockland plumbing and sewer come to my house to fix a clogged pipe in my kitchen. A month I noticed my laundry room walls was wet. So I had another plumbing company come out to check things out. The other plumbing company notice a pipe was busted in my crawl space and lots of water and mold was there. I call rockland plumbing to inform them what happened because they was the last ones to do plumbing work in my house. rockland plumbing came back out on December 9, 2021 and said they gotta see if my warranty will pay for it. They then came back December 13, 2021 said again they gotta see if my warranty will pay for it. Rockland plumbing then came back to my house December 15, 2021 to fix the pipe they busted. I ask the owner will he have someone to clean up the water and mold. He said no he didnt charge me for them to fix my pipe that his employee caused. I had to hire a mold removal company. On December 30, 2021 Servpro start the mold removal. On January 3, 2021 Servpro came and got their equipment. Servpro costed me $4.492 because of rockland plumbing busted a hole in my pipe on November 4, 2021

  

  Business response

  02/28/2022

  I am very sorry that you had to go through this at your property. Im sorry but we cannot be held responsible for old piping in your home that has pits and holes in it from being old. We did everything we could to help you in this process to repair the pipes and your home warranty covered the wear and tearrepairs. Again I am very sorry that you had to go through this but we will not except responsibility for old piping in your home that is leaking. 

  Customer response

  02/28/2022

   
  Complaint: 16769237
  
  I am rejecting this response because: rockland plumbing came to my house twice and not one time did the plumber say I have rusted pipe to cause this to happen. The employee *** told my mother he was the one to cause the pipe to bust when he rotted out my kitchen sink.
  
  Sincerely,
  
  Jasmine *****

  

  Business response

  03/02/2022

  Im sorry that you are going through this but we cannot be held responsible for piping that is pitted an old. I spoke with *** personally about this. You also stated that you spoke directly with me (the owner)but I never once talked to you. You have to understand even if our Rod machine was to cause the pipe to start leaking it is still not our fault that your piping is old. The first step to clear a clog drain from a plumbers perspective is to power rod the line with a machine. For instance : Im not saying that you have used or did use acid or a liquid drain cleaner before we got there but that doesnt help your pipes either because it eats away at the pipes. This is just unfortunate and Im sorry that it happened to your home. If you would like to use our service again I can give you a 15% discount on what you need done. 

  Customer response

  03/03/2022

   
  Complaint: 16769237
  
  I am rejecting this response because: show me proof that my pipes are rusted. And I didnt talk to you I talked to ******* and she delivered your message to me. *** shouldve check the pipes before he left my house
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  01/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In February of 2021 Rockland Plumbing was sent to my home from my home warranty company to replace a hot water heater. The hot water heater went out on December 15, 2021. I called my warranty company and they said that the water heater was still under a manufacturers warranty and I had to call the manufacturer. I was told to contact Rockland Plumbing for the information. I called Rockland Plumbing and ******* took my call. She said that I had to do a recall with my warranty company and SHE proceeded to contact my warranty company and place a recall. She called me on the phone along with a representative from my warranty company who proceeded to take a payment over the phone using my bank card. ******* proceeded to contact Rheem who shipped parts out to my home via ****** I was told by the Rheem representative that Rheem has their own contractors and I did not have to pay for the work to be done because the water heater was still under warranty with Rheem. I called my warranty company and canceled the work order and was promised a refund. The part arrived on Monday December 20th from Rheem and a Rheem contractor came out to install the part. I received a **** from my warranty company stating that Rockland Plumbing said that they came out to my home on Dec 16th. Rockland plumbing did not come out to my home and has not been out to my home since February of 2021. My home warranty company said that since Rockland stated that they came out to my home on Dec 16th I have to pay the $100 or I cannot place any other service requests. ******* from Rockland texted me from her personal cell and told me that I was inconsiderate for canceling the work order after she had put so much time into scheduling it for me. Rockland has lied about coming out to my home and they said that they did work at my home in which they have not done! ******* proceeded to make another call to my home warranty company and schedule another service request. I canceled that request as well.

  

  Business response

  01/16/2022

  I would like to apologize for any inconveniences. When we are sent a service call through a home warranty company they usually collect the money directly from the customer before we are sent out. If the service call is canceled after we have already went to the Home there is not much we can do. In this case that was done also but we went out to the home and nobody answered the door so we then left. The only thing that I can do at this point is offer a credit for the deductible. Again, I do apologize for the inconveniences and we are willing to help out with the service credit for the customer if their warranty company did not credit them. Thank you

  Customer response

  01/19/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

*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. ↩