ComplaintsforMassie Creek Plumbing and Pump Service

• Initial Complaint

  03/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am complaining of Massie Creek Plumbing failing to complete a plumbing problem that causes bubbling in the toilet adjacent to the bathtub up stairs. When tub is half full of water and drain is opened, the toilet bubbles. Initially when first called, the kitchen ceiling below the toilet had saturated with water causing it to come out around two of the light fixtures. Two plumbers came out and they ran a drain cleaning device from second floor to the basement. No drainage problem noted after that. Things seemed to be pretty good and they were payed for their service on the spot. Had to call them back again as drainage problem was noted still when bathtub was being drained. Water again ran down to kitchen ceiling and running out light fixture. Plumber came out and cut a hole in adjacent wall to bathroom and checked the tub fixtures. Plumber took out rubber gasket and used plumbers putty stating it was better than the gasket. Further stated that roof vent needed to be checked out but he did not have a camera or latter’s at present. Discussed with plumber that I would call the company to have the vent checked out when equipment is available. Payed another bill on the spot. I waited for a while and called the company and they stated their camera is out getting fixed. Was unknown when they would get it back. Again waited a few weeks and they still did not have it back from repair shop. Waited again and recalled a few more times. Was told that camera is still out for repair. Told them that I would get in touch with the BBB regarding my dissatisfaction of service. They then tried too push me off by offering too get another company. I still wanted them as they were knowledgeable of what was done and what is still needed to fix the problem. They did not call me back regarding the vent issue to get it scheduled. I do want too mention that the plumbing personnel were very polite and knowledgeable. The company itself in my opinion just wanted an easy buck. Dates of service was 5 Dec 2023 and 27 Dec 2023.1 am very dissatisfied with the company service as it has been around 3 months now and the plumbing still is not totally fixed. Note: I have talked with multiple plumbers and they said that company’s usually have multiple cameras and latter's. What is their problem when they get payed for their service as I have been very tolerant overall. This needs to be addressed some where for potential customers. See Attached

  

  Business response

  03/06/2024

  December 5th, 2023: Two plumbers responded to "Toilet backing up into shower" complaint, on site the plumbers completed a drain clean with machine to clear the blockage. The plumber noted the stain on ceiling and asked customer if he would like to have it opened up to view the issue and service/correct, and the customer denied. The customer paid in full for service completed.

  December 27th, 2023: The customer called and stated we were out on 12/5/23 for a back up issue and we had caused a leak and requested it to be fixed. We informed the customer the leak was original BEFORE our service on 12/5/23, the customer's son is a family friend and confirmed the homeowner caused the leak himself on the bathtub; we informed the customer we can come out and service the concern but there would be a fee. A plumber, ****** (owner), went to the home and repaired the leak. The customer paid in full for the service. While on site ****** told the customer the bubbling may being caused by a vent issue and recommended a drain camera inspection. The customer was unpleasant with the plumber on site, and said multiple times to the plumber he was going to hire someone else.

  The customer did call back to try to schedule the drain camera inspection, a completely separate issue from the two services rendered above; but our equipment was broken and sent to the manufacture for inspection and repair. Unfortunately the piece of equipment was unrepairable and we are forced to purchase new ($10-15k) and have not made that investment yet. We explained this to the customer multiple times, and offered to refer to a different plumbing company that does have that specific equipment to complete that service.

  The complaint is invalid. The services hired and paid for were completed and resolved. The venting issue is completely separate that would have been billed as a new service, and we gave the homeowner honest and ample chances to use a different company for that separate, unrelated service. If this service was paid for or a warranty for a service we have completed then Massie Creek Plumbing would have completed the service, but that is not the case in the complaint.

  The homeowner was untruthful by trying to have the second service treated as a warranty/caused by Massie Creek Plumbing when it was not. Also, the homeowner was very unpleasant to the plumber on site on the 12/27/23 visit.
  

  Customer response

  03/19/2024

  Thank You for your attention by looking into my concern regarding Massie Creek Plumbing & Pump Service. Complaint submitted on Mar 6, 2024 was assigned ID: ********. I have read the actions taken of sending my complaint to Massie Creek Plumbing for their response and for them to reply promptly. I **** ******** do not agree to their allegations. I did not accuse the plumbers that came out on December 5, 2023 of causing a leak in the ceiling as I caused it by plunging the bath tub. That’s why I called them out. In fact I was pleased with their quick response coming out and clearing the toilet drain and felt the flooding in the kitchen was resolved. Water went down with out issue and no further leakage in kitchen noted. Attitude was very good on both sides and bill was paid. I was very pleased. On second visit December 27,2023 they were called with water leakage in the kitchen noted again. I did not accuse them of causing the leak and requested for them to fix it. The plumber (******) cut a hole in a bedroom wall to see what was going on. Took out a rubber gasket and replaced it with plumbers putty. No leakage was noted on ceiling in kitchen for what he did. When the bath tub was checked with water in it, bubbling in toilet occurred when plug was pulled in bath tub. He did suggest that the vent on the roof maybe the issue. He did not have a ladder or camera to check it out. I told him that I would get in touch to make an appointment to get vent examined when equipment was available. All seemed very well and on a friendly positive basis. I was not unpleasant and did not state to him that I would get some one else. He was payed for his visit. I did Talk to someone at the office after multiple calls and I did state that I might get another company if they weren’t coming out with a camera. They were still saying that the camera was still out for repair. At that point in time I was still expecting them to call me back when the camera was available. I did not plan on going to another company as they were familiar with what they had done in their two visits, I am happy with the two services done. I was not happy about all the time invested in requesting when the camera would be available. I did give them many weeks to resolve their problem. As for me being untruthful by trying to have the second service treated as a warranty/cause by Massie Creek Plumbing was not an issue at all. Note that it was payed for on the spot. As for a third service, I fully expected too pay for that. There was never any unpleasantness when discussing what was needed next. The reason for me contacting the BBB was to inform them of my dissatisfaction of the service regarding the vent issue. What I wanted was a blog site for others to view my discerns.

  
  

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