ComplaintsforJohnny's Plumbing & Hydronics Co

• Initial Complaint

  10/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  April 2, 2024 we called ******** Plumbing for sewer line back up problem. 2 heavy set men arrived & removed the entire downstairs toilet & set it aside. We thought a camera would be used to see how far out tree roots might be: camera was not used. A snake was used thru the bathroom floor & a handful of roots was extracted. During this service call the Brondell LumaWarmer toilet seat warmer was heavily scratched/gouged either by leaning on it or placing tools on it. (After this attempt toilet was still gurgling & not flushing correctly so we purchased a chemical from ********** & corrected the problem.) We called ******** and emailed photos showing the damage. They sent the same man back with a ************** He removed the dirt but not the scratches/gouges. We have never received a paper invoice & no offer of an adjustment for the damage. These scratches are not normal *********** & were not present prior to this service call. We thought we weren't going to be billed as not bill arrived. Today October 11, 2024 a woman called wanting payment for $285.00. If we paid with a credit card there would be a 3% service charge or additional $8.49. My husband asked about the damaged toilet seat warmer & the woman had no knowledge of the photos we sent but seemed to remember the incident. *** thought if we could use a debit card instead of a credit card we could avoid the 3% fee but paid the $293.51 since it has been 6 months and no invoice. We do not think ****************** employees should cause damage to the interior of a customers' home & not be accountable. We have not asked for a replacement, (Amazon price is $139.00) but we would appreciate an adjustment.

  

  Business response

  10/14/2024

  The gentleman homeowner of the home watched us perform our services the entire time and we did not put any tools on top of the toilet. He did agree with that. The toilet was actually removed and out of the way. Once the homeowner stated that we had scratched the toilet seat, we did go back and use a fine detail cleaner that had removed the scratches. The cat that was walking on the toilet was suspect and the guys laughed it off. The homeowner accepted this and said it was all good. I guess we are a little confused about what is going on as we were told that all was fine and acceptable. The man was very pleased and agreed with us, however, the woman kept blaming us. We will call the homeowner again and see what's going on. 

  Customer response

  10/17/2024

   
  Complaint: 22413209
  
  I am rejecting this response because:  the homeowner *** ********* did attempt to view the work being done; however due to the large size of both men, it was difficult if not impossible to see past the bulk of one worker standing/leaning on door frame.  The cat is not suspect and not the cause of this damage as she has been declawed and could not have caused this damage.  We do not think blaming damage on a small declawed cat is a laughing matter.   The man returned with a bottle of Soft Scrub cleaner and wiped the lid.  Soft Scrub cleaner did not and cannot remove the damage.  The visible dirt in photos was removed; however, the scratches/gouges can still be felt and seen.   The lid of the warmer was not scratched before this service call.  There is no confusion as to ***** continually blaming the workers as ***** was not present at either service call and could not have blamed them at the time because ***** never saw or spoke to either worker.   At the time of service the scratch/***** severity was not noticed until later by both *** and *****.  *** refutes being "very pleased" and remembers stating ***** would have to look at it.  Under the circumstances if the business had mailed an invoice in a timely manner,  we would have mailed a check and avoided a credit card service fee of $8.49.  The business is clearly avoiding the damage issue by not billing with an invoice and waiting 6 months to finally call, demanding payment & resolve the issue.

  
  Sincerely,
  
  *** & ***** *********

  

  Business response

  10/23/2024

  When we sent ***** to buff out and clean the scratches, it was seen by both and accepted. We never heard back on anything saying otherwise. If not accepted, wouldn't someone have called within a day or so and not let a few months go by not saying anything?

  We would have thought that if these repairs where not accepted, than we would have received a phone call saying otherwise.

  After that day, it was presumed finale and that all is well. 

  The joke about the cat was only because it was walking on top of the toilet seat and it apparently was recently declawed because of it scratching on things. That is why ***** get declawed.

  Our company had never heard anything for several months from the homeowner, so we thought all was good, especially since is was verbally said onsite after us working on the toilet seat.

   

   

   

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