ComplaintsforKen Herbert Plumbing, LLC

• Initial Complaint

  01/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Dec 19, 2023 I contacted Ken Herbert Plumbing per my original plumber's recommendation (not knowing they were just bought by Reading air and Heating). My regular plumber ******l, who fixes this approx. every 18 months for me couldn't make it out till Friday and I was desperate since Christmas was in 6 days. Issue is for laundry backup in my basement floor drain. After multiple times getting disconnected and so forth I got a call they could come out. Mike and his trainnee came to my house and went downstairs to evaluate the situation. I am the sole owner of the house and have only worked with ******* in the past and we do the same fix every 18 months. I told him what happens, etc.. I'm well aware of the pricing and time it takes to resolve. He quotes me but MAKING SURE I know he may not be able to get through the line. When he gives me quote I tell him I have never paid that much for this issue. Original amount was $320.00 after my shock after he says he doesn't do the pricing he comes down to $280.00. I have not spent in the past over $180.00 . After 1 hour 10 minutes he sends the trainee up to tell me to come down. He says he can't get thru the block but he can write me up a quote to jackhammer my floor. I said I'll pay you for what you've done. He is going to do a quote for me NO CAMERA down the drain. Immediately I knew this was going to be a situation, my gut from the start and the fact he thought I didn't know what was going on was most annoying. I pay him he leaves he sits in driveway to prepare quote. I regular original plumber to tell him what happened and ask if anyway he can come out and see what is going on and if more needs to be done I would do repairs with him not this plumbing company. He comes out dec 22 he was here 25 minutes gets thru the block at $165.00. Also on Dec 21 (2 days after) Mike leaves me voice mail he left a main tool there can he come get it, I arranged for him to get. I asked for refund, said look into. Nothing

  Business response

  01/11/2024

  On behalf of Ken Herbert Plumbing, I would like to extend a sincere apology to ******.  We did receive her email correspondence after the extended Christmas Holiday weekend.  I personally replied to her with an email that stated that I would look into the job and would get back to her.  Unfortunately, the plumber that worked on her house was out with an illness.  When he returned to work, I discussed the job with him.  After speaking to my plumber and from what ****** stated in her email, I determined that i needed to speak to her regular plumber, ****** Plumbing, to address what my plumber was insisting was wrong.  It took several calls to reach ****** Plumbing, but I did receive a call back yesterday. 

  Ken Herbert Plumbing actually bought ******* ******* * ***, so the owner of Ken Herbert Plumbing still cares very much about our customers.  I would like to have a phone call with ****** to discuss how to resolve these issues, both the plumbing issue and my personal lack of communication with her.  I think that a quick phone call can satisfy ******** concerns.  I can be reached at ###-###-####.    

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