ComplaintsforTCH Plumbing LLC

• Initial Complaint

  09/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called TCH Plumbing to unclog a toilet on 9/27/2022. The plumber removed the toilet and used a cable. He also said that there was a blockage that he couldn't get his cable through, but when he left he said it was clear. After he left, the toilet still backed up and since the tub , toilet and sink are on the same line, all were usable. On Sunday the 28th, I called again and he said he would be out in a couple hours. That was ay 7:45 in the morning. I waited all day. repeatedly calling and texting, he finally came out late afternoon. He removed the toilet and used the cable on it again, said he poked a hole through and the tub and toilet drained. After he left, the toilet wouldn't drain and the tub was filling up agin. (without using the shower) On Monday, I called another plumber who cleared the blockage. There was no toilet, shower or sink for over 2 days. Had to use the Circle K across the street. It is a one bed, one bath condo. There was no usable toilet, tub or bath sink all day Saturday, Sunday and Monday morning. I sent the plumber a text telling him again that it was still clogged. I paid $245. by check. The plumber never suggested additional services or said that there was any additional issues. I called the owner, ****** and was told that I was lucky because he didn't charge my for the second trip. He said I should have paid for that also. My invoice number is *****. The technician was *****. Basically, ****** said it was too bad and they came out, whether or not it was fixed so he would not refund my money. I don't think I should have to pay if the plumbing wasn't fixed.

  

  Business response

  09/28/2022

  To whom it may concern,
  I spoke to ****** last week and listened to her complaint. I told her I would talk to the tech who was there and call her back. I called her back yesterday and explained to her that after I speaking to the tech whom performed the service we would not be refunding her money for the initial visit.

  
  I explained to her that we do not give a warranty on drain stoppages due to the fact we have no control what someone may put down the drain once we leave. I also pointed out that the drain piping is rather old and is most likely in poor condition. This assumption is based off the experience weve gotten from several years our company has performed service for the hoa of the condo complex her unit is at. The other issue I mentioned was that there was no sewer cleanout which does not allow proper access for cleaning making it near impossible to clean the drain pipe thoroughly. As I explained each thing above she kept replying I understand.
  
  Now with that being said I would like to state that we did return for free on Sunday. We snaked the drain again and was able to get the water to drain down again. I apologized to her for not being able to respond faster Sunday but the tech had told her over the phone he had other calls he had to do before he could come back to her and he would let her know when he was on the way to her.
  
  Im sorry that she is not happy with the outcome. However I do not feel it is fair for us to have to refund her money for the initial visit. Especially when she knows that we were able to clear the drain enough for the water to drain down as she was physically there and saw it. Which she stated to me yesterday. She also acknowledged and stated several times yesterday while on the phone that she understood the reasons we can not warranty drain cleaning services. And the fact that we returned Sunday and snaked it a second time at no charge as a customer courtesy.
  
  Thanks.
  ***************************

  Customer response

  09/28/2022

  The technician that was sent out did not say any of the above.  I called another plumber on Monday. He was able to come out and in one visit clear the drain.  It was cleared the first time the second company came out and I have not had any issues since. If TCH does not have the equipment or experience to do the job, they should have stated that from the beginning. I think that going 2 days without a tub, toilet or bath sink is unacceptable. I think telling a client that you would be out in a couple hours and don't show up for 9 hours is also unacceptable. If I would have known that I would have called another plumbing company and not have to go without facilities for another day. TCH should not have been paid if they couldn't do the job.

• Initial Complaint

  09/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had them come to my home to resolve a plumbing issue. They did, and all was fine until I discover a few days later they had charged me for that service (I had the receipt) AND an additional unauthorized charge of 975$!!!! I called the bank right away to dispute the second charge. I am furious that they handled my credit card info so poorly or that their accounting is so poor as to make such an error.

  

  Business response

  01/03/2023

  The customer ***************************** called us and noted she was billed incorrectly, I checked and saw there was error processing the card, at which point she was immediately refunded her card the $975.00 during that phone conversation on September 14th, 2022.
  
   

  Customer response

  01/03/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************************
  
   
  

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