ComplaintsforWyman Plumbing, Inc.

• Initial Complaint

  09/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Jetting service on 8/26/22.Wyman Plumbing misrepresented their pricing for pipe jetting and did not complete the service as advertised. I was quoted over the phone an initial price of $500 for the ****** and $288 for the first hour. After the first hour the price will be $66 for every 15 min for a total of $264 an hour. They never informed me that the $66 for every 15 min was per employee. I was charged $528 for the second hour based on one technician and one young helper/apprentice. (What's stopping them from sending 4 workers?)I asked over the phone how they would access the lines to jet them because I planned to remove the toilets myself to cut down on labor costs. I was told they can access through the clean out, which they did. They never informed me of the 30 or so minutes of labor time to dig a big hole in my yard which I would not have agreed to. They wasted another 30 or so minutes of labor time filling their ****** truck with MY water. Their truck hose had a leak in the fittings therefore wasting more of my water. The Technician did inform me I have a low spot in my line leading to the sewer. He then attempted to up sell me a major construction project consisting of digging up my entire back yard, which I declined. At no time did he inform me the jetting job could not be completed properly nor did he suggest that he should stop working. He proceeded to work on the job while racking costly labor hours. After he finished he explained that he attempted to clean only one pipe but can't be sure of the results. The Tech and his helper left my yard a mess, they also splashed sewage on my grill which I use to cook food and they damaged my smoker cover. When I called Wyman to dispute the bill I was told they will send me to collections if I don't pay. I understand I called and requested service, all I am asking for is some money off of the bill due to price misrepresentation and for a job that was not completed correctly. Thank you.

  Business response

  09/19/2022

  **************** called our office on 8-13-2022 to request his sewer line be jetted.  He was quoted our rates of $500 with a 2- hour minimum for the sewer machine and $288.00 for 2 men for the first hour then $264 per hour thereafter which is broken down into $66 per quarter hour, again for 2 men.  He stated the $66 per every 15 minutes per employee is incorrect.  The process of jetting cannot be done by just one man that was why he was quoted a rate for 2 men. We have never sent more than 2 men for residential jetting.
  Jetting sewer lines must be done from the outside, so I am not sure why he referenced to pulling toilets. When you jet the hose is inserted and the water flow brings the scale and paper debris back toward you, so that is the reason a pit has to be dug so it has a place to go.  You cannot jet without providing a pit or hole.  The water tank is filled from the property no different then when you have your house pressure cleaned. The weight of pulling a trailer with a full tank of water could be a liability trying to stop suddenly and is hard on the vehicle. 
  **************** requested our services to help him figure out why he was having issues with his sewer. By jetting we were able to clear the line so we could video it to assess the problem, until this was done, we would have no idea what the problem was. The sewer leaving his house is lower than the sewer in his yard which runs to the street causing back pitch.  This is not an easy fix as the technician explained to him.  The sewer in the yard would have to be lowered to the proper fall and pitch for it to work properly or he will continue to experience the problem he is having.  Our technicians do not try to sell anything, if the homeowner would like a quote to repair the problem, we would have sent our estimator.  He was just trying to explain what would have to be done to correct his problem. 
  It appears **************** thought just jetting the line would correct the issue and Im sure he was taken back when he found out the extent of work that needs to be done.  This problem did not just happen, he obviously inherited it when he purchased this home.
  He is asking for 2 of the 3 hours to complete this job to be refunded. As he was told, we have a 2-hour minimum because It would be impossible to locate the problem in just one hour. There is prep work before you even start.  I would be willing to refund the last hour for the stress this has obviously caused him if hed like to take $264 off the balance due.
  Wyman Plumbing takes pride in having served Manatee County for 98 years.  Our customers are charged the time it takes to preform their jobs. We try very hard to give them an idea of the cost before we ever go out,but each job is different, and it may vary. Hopefully this has addressed Mr. ******* concerns.
  
  Sincerely, 
  *******************************

  Customer response

  09/20/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I still feel this business should better explain their pricing and be more upfront about their procedures so the costumer is not surprised with labor hours and final cost. I'll have spent over one thousand dollars and I'm no better off than before they performed the work. I'll accept their offer to remove the $264 from the bill so we can move on from this issue. 
  
  Sincerely,
  
  *************************

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