Complaints

• Initial Complaint

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have used guardian plumbing multiple times. My main issue from my first visit was water coming out from under my toilets. This issue was explained to me as being an issue with not having a clean out so I paid for a clean out. Months down the road the same issue persisted. I was told my sewer lines needed to be replaced. I paid for that service and the problem persisted. I had multiple visit due to water still coming out from under my toilets. They snaked the clean out and would say it was done. This last visit I was told my issue was my whole house needed to be re drained and was quoted more than I could take on at this time. I was told replacing my toilets and hydro blasting my lines should be a good bandaid. I was told my toilets were bad and that was the reason they gurgled when flushed, and this would fix my main issue. I paid for this service and immediately my new toilets were still gurgling and not flushing properly. At this time I was upset because now I'm in $20k and still my toilets were not working properly. I spoke to the manager **** and he came out told me he would give me my money back if that is what I wanted, which it was. I paid for a service that did not fix my issue. I asked to speak to the owner and **** advised he would have him call me. I didn't hear anything after a week so I called **** back to ask about my refund and about the call from the owner. He told me they did enough work and we should be square, but that is not what the deal was. He also said the owner was busy and would call me when he could. It has been over a month I have not received my refund or a call from the owner to discuss the service complaint I have. Please have the owner call me as I have exhausted all my attempts with the manager **** and feel like he swept my concerns to the side with no regard to the level of service they claim to provide their customers.

  

  Business response

  05/07/2024

  We can understand the customer's concern with cost and a continuing issue over time, and know that it must be frustrating.  But due to the age of the home and having cast iron pipes, over time the home will start to experience sewer issues, such as toilets backing up, etc. When Guardian Plumbers was initially called out to the home in 2022 installing a two-way sewer cleanout was our first attempt at solving the sewer back up. A two-way clean-out allows access to the sewer pipes and aids in clearing stoppages between the home and the sewer main out to the city lateral.
  Then in 2023, Guardian was called back out for similar issues with stoppages, we then suggested replacing the cast iron offset in the sewer pipe and running a liner for the sewer main to help remove sewage from the home in a smooth transition. Old cast iron pipes over time start to build up calcium and cause blockages within the sewer line, which could cause backups within the home, so we suggested doing the liner to help resolve the issue.
  Then in 2024 Guardian was called back out for additional drain issues. We sent our senior technician out to diagnose the current issue, and it was suggested by him to replace the old toilets and perform hydro jetting. These are the proper procedures to follow and typically resolve main sewer issues. It was found that there were additional failures in the sewer system. Two managers went out to ensure customer satisfaction in the home. In addition, a particular issue, isolated to the guest bath closet bend was found to have excessive tuberculation.This required a significant amount of labor and parts which were provided at no cost to the customer. At this point, the current sewer issues were resolved and our signed contract was fulfilled.
  Our service manager **** told the customer that we would be willing to give her a discount prior to the managers going back out to the home and spending an entire day there addressing the additional problems and solving the current issues at hand, which have all been addressed and fulfilled. Due to the age of the home, it being over 67 years old, and having cast iron pipes, our suggestion for permanent solutions is to re-drain the home entirely, otherwise, the customer will continue to face similar sewer failures in the future. If the customer would like to move forward with the re-drain, Guardian would be willing to give a discount for the previous work that has been completed up to this point.
  

• Initial Complaint

  08/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Today, July 1st 2022, I contacted guardian plumbing regarding the reconciliation of an unpaid account. I spoke to a lady named *******. I asked ******* to please find out from her manager if I may have another week to come to their office and pay in cash, since ******* had informed me that her company will not receive a cashier's check to cover unpaid account balance of $299.00 ******* placed me on hold at least twice and after the phone was disconnected I called back and requested to speak to her. When she finally did take the phone call she informed me that her office does not accept cash payments nor cashier's checks. She also played as of she was a victim and told me that I was raising my voice at her. I told her that she was lying. As a result of her dishonesty and poor customer service I asked to speak with the owner of the company more than once, which she did not oblige. At this point all I want to do is pay the company I am hoping that Better Business Bureau can facilitate a final reconciliation payment between myself and guardian plumbers. I do not want to have further contact with this company right now, or at any time in the future, but I do want to reconcile the account and the unpaid balance of $299 which I have the money to pay as soon as possible. Thanks for your assistance. ***** ******* ###-###-####

  

  Business response

  08/16/2022

  We provided plumbing services for ****** ******* on 7/4/22 and collected a check payment in the amount of $274, but the check was returned to us for insufficient funds. We sent ****** ******* an email and mailed her a letter letting her know that her check was returned and a balanced was still owed, and due to the bounced check we would only accept a credit or debit card payment moving forward. ****** called in after receiving our message and agreed to pay the remaining balance by card on 7/30/22, but ****** did not pay the balance on that agreed upon date. ****** called into our office the day after the payment deadline on Monday 8/1/22 and asked if she could mail us a check, we told her per our previous conversations via email, letter and verbal conversation, we would only accept a credit or debit card moving forward to collect the balance owed. ****** was not happy with our response, so she hung up on our customer service representative, we called her back assuming maybe the line was disconnected by accident, but the line went straight to voicemail. We left a polite message letting her know that unfortunately with the current situation our protocol is to collect a card payment. ****** called us back within a few minutes, angry about our message and was yelling at our customer service representative, screaming through the phone, now stating she wanted to come to the office and pay in cash, demanding to speak to the owner. We told ****** that we would have the owner reach out, but again she hung up on the customer service representative before being able to finish the conversation. After discussing this sequence of events with the owner, we emailed ****** and told her that we would write off the amount owed, and told her that she did not need to worry about payment and that we would just write it off. ****** had stated in one the phone conversations that she was broke and had no money to pay us, so we thought if this current situation was causing a lot of turmoil, that we would just forgive the amount owed. We were trying to be kind, our company is not prejudiced and we take offense to that comment.

  Customer response

  08/16/2022

   I am rejecting this response because:
  
  Guardian Plumbing employee told me that they could not accept a cashier's check to cover the $299 that was owed.  They received the cashier's check which was sent to the by mail, and cashed the check.  This was after they made up lies and conducted business in a most demeaning and disrespectful, dishonest manner.

  
  

  They balance due is paid in full, even tho they sent a very nasty email stating that they did not want my money or business.  They cashed the check and have been paid.  If they did not want the money, than why did they cash the check?  

  

  Business response

  08/22/2022

  Good morning,

  I have attached the invoice dated July 4, 2022, showing that we completed work and have a signature from the customer. I have also included the email and letter sent to the customer regarding the bounced check, stating that moving forward we would not accept another check as a payment method, only credit or debit. I have also attached the phone recordings between the office and the customer for reference. The customer called in after the agreed upon repayment date and wanted to mail in another check, but after we reiterated that due to our policy we would only accept credit or debit, the customer got very defensive and became disrespectful. Since we couldn't come to a resolution and the customer was getting angry over the phone and yelling at our customer service representative, we emailed the customer and told her that we would just write off the balance owed and not to worry about it. A week later we received a cashier's check from the customer. We did process the cashiers check at that time and the customer is now paid in full at this time.

*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. ↩