ComplaintsforA-Z Plumbing & Drain Service, Inc.

• Initial Complaint

  11/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  11-8-23 @ 2:00pm ***** ******* from A-Z Plumbing & Drain Service came out to fix my father's (he is 92 yrs old) leaking toilet total time spent 1 hr. ***** stated that the toilet would need replaced, took a $447 deposit and would return 11-9-23. ***** came out 11-9-23 between 12:30pm and 1:00pm to replace toilet and found there to be additional work to be done (replace a 3'x3' piece of flooring below the toilet and replace the flange). He left the house and returned 1.5 hours later. ***** did the repairs and he did a nice job with the repair. He gave my 92 yr old father an invoice for $2410. My father was very shocked but paid him because he was afraid he would try to tear out the toilet if he disputed this. ***** left the job at 5:00pm. My father let me know about his concern for the charge so I contacted *** Herbert (Supervisor) to ask him how he could justify this cost with under $500 of supplies and 5 hours of work. *** stated that he thought the price was fine and that they didn't have an hourly rate. When I questioned how he came up with the price he did not have an answer. I then requested a breakdown of pricing and he called the next day stating that he thought the price was fine. I again asked for a breakdown and contact info for the owners and he said he would email it. ******* from the co. emailed me a breakdown that included 11 hours @$135/hr and supplies to make this equal $2410.00. I replied to the email asking how he included an hourly rate after telling me they didn't charge that way and stated that the 11 hours was an overcharge for 6 hours and requested a refund for that and again asked for contact info for the owners. I did not get a response. I believe this company took advantage of an elderly man and padded the bill. It is very disturbing and unethical for companies to do business this way and take advantage of older people. Would you pay $2410.00 to have a toilet replaced? I understand there were other issues but the work was done in 1/2 day.

  

  Business response

  12/07/2023

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  Ok I had an office person forward it to me:
  
  On 11/8/23, ****** *******t called our office and stated that his toilet was leaking. We scheduled an appointment for the same day and came out to assess his concerns. The plumber on site, after listening to Mr. ******** and checking out the toilet himself, determined that the ****** model toilet installed there was discontinued. He would not be able to get replacement parts and suggested replacing the toilet. You can see Mr. ********** signature on Invoice #60027, acknowledging the estimate we gave for the replacement and agreeing to the price it was quoted for. The plumber on site also noted in his paperwork that upon pulling the toilet he would check the flange and if it would need to be replaced or repaired we would let Mr. ******** know. He was in agreement. We scheduled a return service for the following day, 11/9/23.
  
  On 11/9/23, the plumber returned to Mr. ********** residence. He pulled the ****** toilet and brought to Mr. ********** attention the additional work that needed to be done (see Invoice #*****); including, replacing the existing flange, removing the carpeting from that area in the bathroom, replacing the rotted sub floor underneath the carpeting, replacing the existing lead bend piping underneath the floor with new Sch 40 PVC, tying the two additional drain lines into the new toilet drain line and removing the debris from the job site. This additional work was discussed with Mr. ******** before doing anything. Mr. ******** signed the new invoice at the top, again acknowledging the work that needed to be done and accepting the price for doing it.
  
  We gave him a $58 coupon and when we finished the job he also signed the bottom of the invoice stating his complete satisfaction with the work done.
  
  Mr. ********** daughter called our office about a week after we completed the job complaining that we took advantage of her elderly father, charging him $2410 to install a toilet. She demanded a breakdown of services and spoke to our plumbing manager, who told her that he thought the price we gave her in relation to the work we did was a good price, but that a breakdown would be forthcoming. We give flat rate pricing based on the job. To get to a price we factor in multiple variables; including, the amount of time it takes to do the job, the parts involved, the clean up, going to the job site, going to the supply house, gas, insurance, advertising—anything involved in getting a plumber to a job site. You can easily see from the pictures we provided that we did not do a small job and clearly, we did not ONLY install a new toilet.
  
  When we provided her with a breakdown she got upset, stating we told her we don’t charge hourly. We don’t but how could we provide her with a breakdown that does not include parts and labor? There is no basis to her claim that we owe her a refund for part of the time. We were not there for only half a day. We were there on two different dates and had to go to multiple supply houses to provide Mr. ******** with the parts necessary to complete the job.  
  
  Ms. ********** allegation that we took advantage of her father BECAUSE he is elderly is unfair. She stated that her father also thought the price was too high but did not say anything when we were done because he was afraid we would rip out the toilet we just installed?! But he knew the price before we even started the job! We have been in business for almost twenty years because we have a very large base of satisfied customers. We provide top notch service and are proud to do so. If she was concerned that Mr. ********** competency was compromised because of his age, she should have contacted our office to make the initial appointment and should have maintained contact with our office and/or the plumber on site when we gave the first estimate to replace the toilet and when we gave Mr. ******** the second estimate for the additional work.  
  
  As stated before, we gave Mr. ******** a $58 coupon toward his invoice and although our coupon policy does not allow for stacking, as a good faith measure we would be amicable to extending an additional $42 to bring the discount up to $100, which would be the maximum amount for a senior discount.
  
  Finally, as far as Ms. ********** claim that she could not spea

• Initial Complaint

  10/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 10,2023 we had AZ plumbing come out to our home to check some work that was done previously. The work that was done previously was repairing our sewer line that had roots growing in and was a pretty extensive project. They came to jet our line and run a camera to check our sewer pipes. After doing so, they came to the conclusion that there are hefty tree roots growing and that the line from the work they had done previously to the inside of our house needed to be re done along with going through the concrete of our finished basement. My concern is, why did they not see any of these issues prior from spending nearly $10,000 on a project, this 100% should have been noticed then. They jetted the line but could not get a camera past the tree roots to see if anything else was a concern (example, the work they previously had done). We had a second opinion come out today stating the work they had done previously needs replaced because it is already collapsing, the drain clean out was put under our sidewalk which it should be easily accessible. I have called this business three times to speak to a manager and have yet to receive a call back, not shocked. I am looking for my $860 to be returned as the business that came out today said there is no reason that if he was able to snake the pipe he should have been able to run a camera the entire way through. I should escalate this in regards to the work that was done before but in all honesty, I cannot trust them for any work moving forward. I do have pictures and videos of the work that was done today if needed to be seen since we are basically just trusting AZ's word.

  

  Business response

  10/30/2023

  Pls see attached PDF in response to the complaint. 

   

  In February 2022, *** ****** called A-Z Plumbing as she experienced a flooded basement. We jetted and
  camera inspected the combination sanitary/storm sewer lateral from an existing PVC cleanout near the
  sidewalk. We determined there was a break in the line under the sidewalk and proposed an excavation
  to replace the line from in front of her brick paver walkway to underneath the sidewalk for $6,743.00.

  At some point in the past, prior to our arrival, a PVC cleanout tee was added to her sewer line. The
  previous contractor connected plastic pipe to the existing clay pipe underneath the sidewalk. Here is
  where we found there was an issue. This work was obviously not done with a permit through the City of
  Cleveland as they only allow clay cleanout tees and risers near the right of way. Therefore, A-Z Plumbing
  installed new clay pipe under the sidewalk, connecting to the existing clay that runs under the tree lawn,
  as well as a new clay cleanout tee on the house side of the sidewalk. At that point we transitioned to 6”
  SDR pvc pipe up to and near the brick paver walkway (walkway was never disturbed). We used code
  approved transition bands where needed and bedded all new pipe in #57 limestone. Permits to
  complete this job were furnished by the City of Cleveland and, upon inspection, the City approved our
  installation.

  On August 24, 2023, approximately 1 ½ years later, we were called out by *** ****** for another back
  up. When we arrived the water had receded, and she declined any plumbing services.

  On October 9, 2023, *** ****** called again for a back up but then cancelled and rescheduled for the
  following day, October 10. We came out and jetted and camera inspected from inside and determined
  there was an issue with the sewer just outside the foundation wall and under the brick paver walkway.
  An estimate was given to make that repair as well as others inside of the home under the basement
  floor. At this time, *** ****** was charged for the jetting. Normally, customers would be charged for
  such services in this scenario since the work we performed was no longer under warranty. However,
  because of the complaint she filed with the BBB, the jetting charge for $860 was refunded back to her as
  a customer service measure.

  *** ****** spoke to our Plumbing Manager, *** ******** and said that she had contacted a different
  contractor for a second opinion, and that the new contractor had confirmed the issue near the front
  wall but also stated that all of our work had sunk. We asked her to send over the video from the other
  contractor, which she did. However, in review, *** ******* could not see any evidence of our pipe
  sinking. We understood the quote to make the repair at the foundation wall, because we also quoted
  the same repair, but did not see the relevance in redoing the work we already performed.

  We requested *** ******’s permission to come back to camera inspect and she agreed. Before we could
  get there, she stated she “did not want our company doing the work even if we found something,” and
  unless we were prepared to talk about some reimbursement, she wasn’t sure it would even be worth
  the visit. In the end, she allowed us to come out and camera, although we could not get our regular size
  nor small camera beyond the spot just outside the foundation wall.

  Had the repair at the foundation been deemed necessary in February 2022, we would have quoted for
  that, as well as for what we did replace, at an additional cost. Both of the plumbers on site during her
  original service call mentioned that she was not interested in disturbing the pavers making up the
  walkway but again, based on the evidence from the jetting we performed, we also did not find it
  necessary.

  Our work was done with a permit and inspected by the City of Cleveland and we stand behind it. Even
  though the warranty period has expired, we were still willing (and tried) to work with *** ******. Her
  decision to sign with another contractor to perform additional work and, according to their opinion, to
  rectify the work previously done by us, was made at her sole discretion. We hope that she would
  consider using our services in the future and regret that she feels she is unable to trust us. 

• Initial Complaint

  02/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  He did 1 hour's work and charged me $2,170. An enormous amount for the work he did

  

  Business response

  03/09/2023

  Please find the attached signed invoice for *** *****. We were there for half a day and did an extensive amount of work at her property. This work was performed in October of 2022, and now, almost six months later, she is saying we only worked at her house for an hour and didn't do anything for her? If there was something wrong with the work we did I could see that she would contact us to complain but we have no record of that. I have no answer to her statement aside from the fact that it is untrue.

  

  Business response

  03/10/2023

  I attached a copy of her signed invoice in my original reply. I will forward pictures and the invoice directly to ******* 

• Initial Complaint

  12/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My complaint comes from a tech/service issue on Wednesday, December 7, 2022. I called A-Z with a kitchen sink leak. The service person repaired the leak and noticed the gurgling in the sink. I was given a price for the leak beforehand, and he gave me a price in addition to snake the drain. In total this came to $592.00. I stood by when he was repairing the leak but decided to move out of the room when he began to snake the drain. This took more than a few minutes. I was nearby the whole time just in case he needed me. At the end he shows me some paper toweling that he suggests must have slipped into the sink/drain and caused the problem. He showed me that it matched the toweling that was sitting beside the sink on the opposite side of the counter. I said that "I cannot imagine" that this is real. He checked sink again and ran water and that was that. He then wrapped up and wrote me up, collected the check and left. After about a half hour, I was washing a few dishes and noticed the sink was still not draining. I then called the office for him to return. He did return and suggested that I needed an Air Admittance Valve at the cost of $781.00. Meanwhile, I'm trying to understand how these costs can escalate to this degree. I had already had A-Z come to my house in July of this year. I thought about this and decided I needed to do some research. I still had a problem after all. I called them back for an appointment on Monday, December 12 and cancelled. But in the meantime I was calling to also speak to someone regarding the monies that were already spent. The service person on Wednesday Dec. 7 (Jake) never acknowledged that the sink was not clear before he collected all of the money. I definitely would have re-negotiated the final price/payment. I'm still waiting for *** ******* to return my call. It was even suggested that excavation would be the next step. At this point I just called someone else. All is well, after having to spend again.

  

  Business response

  02/09/2023

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  Good afternoon. I was under the impression that this complaint received a response earlier on. In any case, **** ***** contacted us in July of 2021 because her laundry line was backing up. We came out to her property and performed a hydro jet on her main line to clear out any blockages. The line was open and flowing when we left. Afterwards, on the same day, **** ***** was doing her laundry and soap suds were all over the floor by her laundry drain. We sent the plumber out again to check what was going on. He found a foreign object has dropped into her laundry tub drain line and was causing the back up of suds and water. He cleared out the laundry drain p trap and advised **** ***** to check that she was using the manufacturer recommended amount of laundry detergent and to try to make sure that things would not drop into her drain line. In December, on the 7th, she called us because she had a leak under her kitchen sink. The trap adapter nut was leaking and falling apart. We repaired that for her and when testing to make sure there was no leakage, we noticed that her kitchen sink was backing up/draining  very slowly. The plumber on site offered to snake her kitchen sink line. She agreed. He found paper towels in the drain line. **** ***** did not seem to think that was a possibility. I'm not sure why if the paper towels were right by the sink. In any case, the drain line was cleared, the first video shows that. She called back a little while after we left and stated that the drain was draining properly so we sent the plumber back out again. The second videos show the drain line draining slowly and the ptrap bubbling/gurgling. Because the drain was successfully cleared the first time, the plumber thought that maybe she was having a ventilation issue. He offered to correct that and left her an estimate to do so. She called back on December 9th and said that she was unsure if the drain cleaning we performed in July was successful. We let her know that there was no warranty on drain cleaning but that we would surely send someone out to have a look. She made that appointment for the 12th but then cancelled before we could come back. We requested a copy of the invoice for work performed by another plumber/plumbing company when she requested a refund but no invoice was provided. We did give her a $55 coupon that is $20 more than the $35 coupon we have printed for drain cleaning; the $55 coupon is for plumbing services. We would have gladly come back, or sent a supervisor out, to make sure there was not a misdiagnosis and/or to provide some kind of a solution but **** ***** chose not to proceed. I cannot reimburse her for something she said she did. I do not think that asking for support for her claim is unreasonable. I do not know what else can be done.

  Customer response

  02/09/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.] A-Z never contacted me at any point after December 7, 2022.  I called them.  As I stated in my original complaint, the kitchen sink was not cleared, and the technician did not advise me of this before he collected payment.  At no point did anyone beyond that day or on any day ask for copy of the invoice from the other plumber.  I never spoke to anyone.  And as I stated, the paper towel roll was on the opposite side of the sink that tech snaked.  And yes I did cancel the appointment to follow up because I did some research and determined that I did not need ventilation at the tune of $781.00 in addition to all that I had paid between July and December.  As proof, I became all clear when having hired someone else as well as my partner and I doing some of the work.

   

  Regards,
  
  ******* *****
  
  
  
  
   

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