Customer ReviewsforSuperior Plumbing and Drains

Financial Exploitation of the Elderly and Disabled NC Statues 14-112.2 The sump pump drain broke and flooded the cellar. Superior Plumbing and Drains LLC of ****** arrived to look at repairs. Every time the sump pump kicked on water back flowed through the brick wall and it was obvious that the drain broke right outside the wall about 12 inches under the dirt. I explained that I was 75 years old and a 100% disabled veteran and could not fix it myself. I went outside about 25 minutes later and they gave me a price of $2675.00 for repair. They said if I did not pay the price I would be charged $339 for them using a camera and $179 for the service call and no work would be done. I complained about the price and under duress told them I didnt have a choice. He had me provide a signature on his cell phone and when I asked for a copy he said they would provide it and an itemed receipt which they never did. Allowing $275.00 for their service call and parts; a total of 3 hours to repair the drain amounts to about $800.00 per hour labor cost. I was charged three times what the job should of cost.We had a series of medical appointments the next day and on the second day a lady came to the door and told us the water shut off on the sidewalk had no cover on it and someone was to going to step in it and break their leg. My wife had to put the cover back on. We went to the cellar to find it flooded again. They had not secured the sump pump back to the wall and it fell over. There were wood pieces scattered over the floor and they had broken a ceiling light and left it lay. Again, my wife had to clean up their mess. I called and complained and the owner came out. He had nothing to say about any of these problems. When I complained about the price he became obnoxious . It was obvious this was their method of operating. He said his HR folks would be contacting me which never happened. When I asked about the itemized bill I and copy of what I signed it wan never provided.

To Whom It May ********* am writing to respond to a complaint lodged with your office regarding a recent service provided by Superior Plumbing and Drains LLC. We take such complaints very seriously and appreciate the opportunity to address the concerns raised. ************ called us on May 12, ********************************************************* the basement. Our technician came out the next day to assess the problem. The technician prepared a quote for the work to be completed and the customer signed off stating he approved the price and the work to be completed. Please see below for the diagnosis and work completed by our technician. I have also attached the invoice along with pictures for your review.Upon my arrival I was led to the basement where I was shown an old toilet stand from early 1900's and a pipe that had been cracked leaking back into the basement whenever any water had passed through it. We began by deleting the table and stairs on which the toilet once stood. Once the table had been removed we deleted the cast iron on both sides of the brick wall rebuilding a new waste stack for the kitchen sink, laundry, and basement sump pump. Reconnected on both sides to the existing lines and ensured a good flow and tight seal from the new installment. Tested sump pump multiple times to ensure no more leaking into the basement from the other end. We then used quick drying cement to seal the pipe back into the brick wall. While the concrete hardened we disconnected the existing water filtration system to the home and reconnected the water line to feed water to the home. We disposed of all debris caused by our work. Homeowner asked us to leave the toilet table and stairs in a trash pile by the road. Backfilled our area and rehung the lattice to the porch while sweeping any debris or trash caused by the work down.The work above took 2 technicians approximately 6 hrs to complete along with material. The invoice was for $2500 for a total of $2675 with tax. The job was completed that day and ************ paid us $2675 with a check. We sent him a copy of the invoice via email and text message the same day. Our records show he opened this invoice once. On May 15th, ************ called into the office and asked for an itemized copy of the receipt. One of our office staff spoke with him and added the following note to the job.called to request a copy of the itemized invoice be emailed to him. We didn't have the email on file so I added that and sent him the "receipt". He said ******* was very professional...very expensive. Also mentioned we forgot to put a cover back on something but they took care of it themselves.On that same day, we sent him the receipt again to the email he provided and it shows it was opened 4 times. I will attach it for your review. I have also attached pictures with the invoice where it shows our team cleaned up before leaving the premises. On May 16th, ************ called again to voice his concern about the cost, the cover not being put back on, and also mentioned an issue with a lightbulb. While investigating the situation, our technician stated that they were never near a lightbulb and did not break one. At that time, we scheduled the owner to go out to the location to review the job. Upon review, the owner apologized for the cover not being replaced once we left but felt that the job was priced correctly based on the labor costs and material. The homeowner then got upset and asked us to leave the premises.On May 24, 2024, we received this same complaint via a ****** review and a yelp review online. We did not try to exploit him in any way. ************ was informed of all costs prior to the work being completed and signed off on completing the work. While we understand pricing is a crucial factor, we always encourage customers to seek estimates from other companies to ensure they are comfortable with our rates before moving forward.On May 28, 2024, we did respond to his ****** review in detail and encouraged him to reach out if there was anything else we could do to address his concerns. I have attached the ****** review and response. We regret that ************ was not satisfied with our service. However, we want to clarify that we did not exploit him in any way. ************ called us to perform the work, we provided a detailed cost estimate, and he agreed to the terms before we proceeded and we completed the job. Thank you for your time and opportunity to share our experience.Sincerely,*******************************

Superior came out and installed a handicapped bathroom for me. They did a wonderful job and even helped fix a leaking pipe while they were here. Highly recommend!

Thank you so much for taking the time to leave such a positive review about your experience with Superior ************************************************ We are thrilled to hear that our team was able to install a handicapped bathroom for you and that you were satisfied with the outcome.Our commitment to quality service extends beyond the initial project, and we're delighted to learn that our team went above and beyond to assist with fixing a leaking pipe. At Superior, we always aim to provide comprehensive solutions and ensure that our customers are fully satisfied with our work.Your recommendation means a lot to us, and it serves as a testament to our dedication to customer satisfaction and quality craftsmanship. If you ever have any more home improvement projects or require our services in the future, please don't hesitate to reach out. We're here to help!