ComplaintsforTrust Plumbing, LLC

• Initial Complaint

  11/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Trust Plumbing came out on 10-12-23 to fix blockage/replace pipe of water softner. They replaced trap that was not needed and a short pipe without fixing blockage. Charged $556.00. Only half of the job I requested was completed. I contacted the business and they wanted to charge me to complete job. Part of job done was not needed or requested. When informing that I’d be contacting the Better Business Bureau he stated he said he didn’t care. Trust Plumbing was paid 556.00 that day in good faith that it was done correctly. But it was not completed. See Attached

  Business response

  11/30/2023

  The information provided by *** ***** is not truthful. All of our phone calls are recorded for proof and can be submitted for review. *** ***** called us for a leaking water line repair, as well as a blocked drain line in a separate area.  We do not clean drains as part of a service we provide. We do not own machines to clear out line blockages. Our CSR stated to him very clearly that we can NOT clean out the blockage and that we recommend a drain cleaning company. We told him we can fix the leaking water line. We asked him if he still wanted our services knowing that we can not clean the blocked drain. He requested that we still come out to fix the leaking water line and that "your plumber can cut the trap of the blocked line and that will take care of it". He was insistent that we still come out after explaining to him that we can not solve the blocked drain. We arrived at the scheduled service time. Our plumber reviewed the leaking water line and we offered him an up-front repair estimate. He did not say anything about a clogged drain. He agreed to the repair of the water leak and signed the documents. The water leak was fixed and he signed/paid for services. After our plumber cleaned up his tools, Mr. David asked that he "look at a clogged drain". Our plumber stated (as he was already told over the phone) that he can not clean out the drain line and that we recommend another company. Again, all of this was already told to him on the initial phone conversation. *** ***** insisted that our plumber "cut out the trap because that's where it clogged before and I fixed it myself". Our plumber explained to him that there is a very good chance that the blockage is further down the line and cutting out the trap will not fix the issue. *** ***** became rude and insisted that our plumber cut out the trap against our professional opinion. So, our plumber cut out the trap, got soaked in the meantime, and replaced the section with a new trap. This did not fix the issue. The blockage is further down the line as we already stated it could be. *** ***** became even more upset and then angry when he had to pay for the trap replacement. This was added on services that he insisted we provide but he didn't feel as though he should pay. We provided *** ***** with a phone number to a drain cleaning company. *** ***** was hostile and made our plumber uncomfortable. Again, he paid, agreed to the repairs that we made and also signed to his acknowledgement that there is a clog still existing in the pipe, further down the line. 

  *** ***** called us approx 1 month later stating we didn't do any of the work correctly and that he still has a clogged drain. Again, we explained to him that he needed to have a drain cleaning company come out. He became rude with our CSR stating we didn't help him at all. We explained to him that we stand behind our work and if there was any issues with the separate pipe leak that we fixed for him, that we would take care of it. He stated that work was fine, his only issue was the clogged drain. 

  The company owner called him later that day in attempts to help him over the phone. *** ***** was told multiple times that we can not clean out his drain. He insisted that we come back out free of charge and cut out several additional feet of his drain line in hopes to remove the clog. We told *** ***** again that the most effective and least costly route is to have a drain cleaning company come out. He insisted now that he knew exactly where the clog was this time and that he demands us to come out free of charge to cut out the line. We told *** ***** that we can come back out but that there would be additional charges to provide more work for him. He cussed out the owner, was very hostile and aggressive. He made threats to spread false information about our company. The phone conversation was irrational, to say the least. Due to the nature of his demeanor, we will no longer serve *** ***** unless police authority are present. All phone calls are recorded and will be submitted to the BBB for proof if requested. 

*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. ↩