ComplaintsforPlumbing & Drain Professionals

• Initial Complaint

  11/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a house in Marion, Ohio on Wednesday, November 15th. Prior to close, the sellers had all utilities disconnected. I was able to have the electricity restored that same afternoon, but the water company would only reconnect the following day. The morning of the 16th the flooring company, ******** started laying the LVP. ******* subcontracted Plumbing and Drain Pros to remove the toilets so they could lay flooring in the bathroom. In the meantime, the water company turned my water back on. The gentleman with the water company asked me if I knew how to read the water meter and offered to show me. While we were in the basement looking at the meter, the contractor for my countertops yelled down for us to turn off the water because water was pouring out of the light fixtures & running down the walls. The individual with Plumbing and Drain Pros, who had removed my toilets, had neglected to turn the water valves off to the toilets. My house now has extensive water damage. The flooring company stopped all work. Immediately following the event, I contacted Pluming and Drain Pros and was assured they would take full responsibility. On Friday, Plumbing and Drain Pros informed me they would need to "investigate" before offering remediation & sent out a manager to conduct some “tests.” He found that none of the toilet valves were faulty and stated, “good news for you, bad news for us” and guaranteed he would immediately contact ******* to begin repairs. I contacted ******* that afternoon & they stated they had not heard from the plumbing company. I contacted ******* on Saturday morning and they confirmed that Plumbing and Drain Pros agreed to repairs and would pay ******* directly. Yesterday(Monday) I received an email from ******* stating that I will need to file a homeowners claim. My house sits empty, now on day 6 with extensive water damage. I have been promised complete repairs will be made, by all parties, verbally and in writing and nothing has been done.

  

  Business response

  11/22/2023

  I trust this message finds you well. We acknowledge the recent customer complaint received and appreciate the opportunity to address the concerns raised.
  
  Upon notification of the complaint, we took immediate action, initiating the necessary processes with our insurance company. We are pleased to report that our insurance provider promptly processed the claim, and we have been assigned claim number 0010398394 which was shared with the customer.
  
  Key points of our actions include:
  
  Received Claims number on Monday morning, 11/20/23.
  Filing of the claim within 24 hours of the incident.
  On-site response on the same day to assess the situation.
  The claim number has been communicated to the customer via email, and we are actively working towards a prompt and satisfactory resolution 11/20.23.
  
  We take all customer feedback seriously and value our partnership with the Better Business Bureau in maintaining trust within the business community. We appreciate your understanding and cooperation in this matter.
  
  Should you require further information or have any questions, please do not hesitate to contact us.
  
  Thank you for your assistance.

   

  Note pictures attached are those of property when we left. 
  
  Sincerely,

  Customer response

  11/24/2023

  The mitigation process has only just begun, it remains to be seen if full resolution is achieved. There are currently fans running in the property and some flooring has been removed. The ceiling is still visibly damaged (see attached). I’m forced to stay in a hotel because I have no functioning toilet facilities nor can I shower at my home. 
  
  I don’t believe the water damage caused by Plumbing and Drain Professionals (P&D) was even remotely handled in a timely fashion. P&D was initially alerted to the water damage, (which occurred at approximately 9:25am on Thursday, 11/16/23) via phone call at 9:39am that same morning! Multiple subsequent calls followed (please see attached) with no immediate action taken on their part to stop further escalation of damages. I contacted ******* of ******** that same day at 12:28pm. Edward (*******) arrived at 1pm to assess damages and complete an estimate. On 11/16/23 @ 3:26pm an email from ****** of ******** shows they made contact with P&D and were told P&D wasn’t sure they were going to pay for repairs. 
  
  Alternately, ******* sent ******* ** ** ******** on Saturday (11/18/23) even though I explained to them that I had a contact and estimate with ******* ********, to put a lockbox on my door & begin an estimate. I forwarded the mitigation estimate I had received from ******* ******** to ******* ** ******** at that same moment. I called ****** ** ** ******** on Tuesday (11/21/23 @ 1:31pm) for an update on my property; I was informed they had submitted an estimate for mitigation of damages to P&D on Monday (11/20/23) and had yet to receive a response.
  
  I received an email from ******* on Monday (11/20/23), informing me that P&D had filed a claim with their insurance (*****), I was given a claim number and informed I needed to contact my insurance and file a claim with them (***** ****). I do not understand why this information came from ******* and not P&D. I had no communication from P&D. I contacted ***** Insurance and spoke with them. I contacted my insurance, ***** ****, and spoke with them. ***** **** then called ***** Insurance. I was advised by my insurance company not to file a claim due to out of pocket expense & it would ultimately result in an increase in my premiums. I shared this information with the ******* representative that had contacted me and he became angry that I wasn’t “following the process” and informed me any further communication should be directed to his attorney. 
  
  I am relocating from ******** ******** ** ****** **** and my moving van will arrive at *** ******** ***** ** ******* **** on December 1st and I am unsure if I will have a toilet or a shower.
  
  Regards,
  ******* *****

• Initial Complaint

  05/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Description: This plumbing company came out at least 4 times to diagnose my aunt's plumbing issue. The last time they were informed by ******** that Columbus Water Utilities reported it was the SERVICE WATER LINE. Zack came out and repaired the downspout which was never asked charging Ms. **** $2600.00. The issue was not fixed. Zack came out and said it was the water meter. The water company came back out and said they never fixed the water service line. The operation director came out and said it was behind her wall. My aunt is 82 and disabled. This company charged another $135 from Zack and still hasn't fixed the issue. Now the basement is flooding and she has 24 days to repair or they will shut off her water. They don't send receipts until after you pay.

  

  Business response

  05/11/2022

  We advocate for the elderly and never wish for our customers to feel like they have been taken advantage of.
  
  There were/are multiple issues happening within the home to include structural issues with the foundation allowing water penetration.
  
  We were first dispatched on 02/08/22 for pipes clogging up in the basement. At this time, we addressed the interior water meter as it was observed “sweating”. No leaks were visible but we did note a buildup of condensation, for which we insulated. (Pictures attached.) We were unable to see what was happening beyond the paneled walls or in the ground surrounding the foundation.
  
  On 03/22/2022 we were advised that *** *****l was out for water remediation and that there was another issue per the attached phone call. We were questioned about downspouts. It was this call where we recommended downspout repairs, as the source of water indicated that side of the home. Attached is an executed estimate with prior authorization to repair the downspout lines that were leaking into the basement. This is the $2600 you mention in your email.
  
  Also attached are photos showing the broken downspout pipes that were repaired by our company.
  
  We did have our excavator and small project estimator visit the home after your raised concerns. They noted that water was penetrating the home in multiple areas via spacious cracks in the foundation, to include the side of the home where the downspouts are located and the side of the home where the water service comes into the home. At this point the basement had been cleared of all storage/misc stuffs, and the wall paneling had been removed to see the issue. The excavation crew prepared an estimate to repair the water service line that was happening on the exterior of the home where the domestic water entered the home. 
  
  We were advised that Ms. ****/ Ms. ***** had consulted with a company to determine the source of the water penetration into the home, and we commend them both for this. Our work to the downspouts was a legitimate repair, unfortunately, there are multiple issues occurring with the home.

  On 05/10/2022 we performed work to repair the domestic water line for a discounted and agreed upon price of $2400. That repair has been inspected by the proper municipal authorities, and backfilled. The customer seemed content and happy with the repair. 

  Customer response

  05/11/2022

  The company resolved the issue to my satisfaction.  Please disregard 
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  Regards,
  
  Priscilla ****

• Initial Complaint

  04/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Description: A plumbing company was contacted to give me a cost estimate to clean my service drain.

  

  Business response

  04/06/2022

  Plumbing & Drain Professionals is committed to our customer's happiness with our work.

  The customer was given an estimate for drain cleaning over the phone. Mr. ****** authorized us to set up an appointment to go out and clean the drain. Our technicians arrived onsite and advised that he would need the area cleaned up prior to us being able to proceed with the work of drain cleaning. There was sewer back up and water - We do not provide remediation services. We did charge for the service call as per our minimum charge. 

   

  Phone call attached with Mr ******'s authorization and photos attached. 

  In a goodwill effort we reversed the charge on 03/30/22. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩