Complaints

• Initial Complaint

  06/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2-26- 2024, **** Plumbing came to our condo building to certify our BackFlow unit, I got an email from him that same day telling me the unit needs to be repaired at a cost of $2,200. Including in this email 3 pictures of the outside of the BackFlow unit and not even one picture of the inside of the unit where the repair is supposed to be taking place. We dont need a picture of the outside of the unit, we know how it looks like; but if we are to be charged $2,200 to repair the inside, the least we can expect is a picture of the inside. I was suspicious with the lack of information from **** and since we were pressured by the city of ******* to get the inspection done before the end of February, I searched for another company and found *** BACKFLOW which I called on 2-26 and they scheduled us for 3-1. On that day, March 1, I got an email from *** telling me our BackFlow unit PASSED THE INSPECTION. I was shocked, how could **** be telling us our unit needs $2,200.00 repair when *** is telling us there is nothing wrong with our BackFlow unit and passed the test with not even a single repair needed? **** emailed me the invoice of $115.00 for the test without mentioning whether we passed the test or not, we already passed the test with ***BACKFLOW but I was curious to read his answer; I emailed him back asking: I could not understand if your email says our BackFlow equipment passed the test or failed; could you please tell us which one is it? He never answered my email and now he is threatening to put a lien on our property.Questions to ****: why did you email me 3 pictures of the casing of our BackFlow unit and not one single picture of the inside of the unit where the problem resides, this problem which you want to charge us $2,200.00 to repair? My other question is: why did you fail us the test where another company passed us the same test without any problem and filed the result with the city of Pompano?We ask that **** Plumbing drop the charge of $115.0

  

  Business response

  06/17/2024

  Hello, We charged this customer $115 for the backflow test alone, which they agreed to before we went out to the unit (pass or fail).  The backflow failed so we sent an estimate for a full replacement.  While we do offer repairs to some customers, we do not recommend them if the technician thinks that it will not work-- because then the customer will have to pay for a repair and a replacement which is expensive.  There is no obligation to move forward with a repair or replacement through **** Plumbing, it is simply an estimate.  I attached pictures here.  There is no possible way to show pictures of the inside of the unit UNLESS we are hired to repair or replace the unit.  We do not take anything apart for a test, and if we did, we'd be liable for he entire backflow.  That simply does not exist in the industry.  It's okay for a customer to get a second opinion but we are still owed for our test.  We do not offer free testing.  When a backflow fails, we test it at least one more time to verify the results.  The results are the results.  I cannot speak to the quality of work of another company, in this case *** backflow.  I can say this is the 3rd time we've seen *** backflow "pass a backflow with flying colors" after we fail it.  I will be filing a complaint against *** backflow.  It is highly unethical and dangerous for any backflow/plumbing company to pass a backflow to obtain a new customer., especially when the backflow fails. The whole point of a backflow is to prevent contaminated water to flow back into the municipal water supply, to ensure the health of the community's water.  As a service company, I do have the ability to file a lien on a property if the customer does not pay for the services after agreeing to them.  I do not like to do this, but I am able if customer's do not pay for services rendered.  We do not like to see disgruntled customers and we try our best to educate and always do our best.  If you went to a mechanic to test your car and paid $115 for the diagnostic, then went to another - you can't simply pay 1 diagnostic fee and not the other because you do not agree with one's opinion.  You'd have to pay both diagnostic fees and then choose the company you'd like to move forward with for repairs.  

  Customer response

  06/19/2024

   
  Complaint: 21856933
  
  I am rejecting this response because: Nothing in this response is true.
  
  Sincerely,
  
  *************************

  

  Business response

  06/20/2024

  Good afternoon!

  I spoke to **************** on Tuesday of this week and told him that the Invoice amount will be moved from him personally to that of the condo association.  He thanked me for that and stated he would let the treasurer of the Association aware that it is owed.  

  On a more important issue, I explained to him that we have been seeing MANY incorrect back flow test results in our area from other companies.  Explained the importance of an accurate test and that our technicians are very well trained, and we use electronic and manual testing devices.

  I was very disappointed to hear that he stated that *****'s response to him is untrue.  I left **************** a voice mail today and would like permission to retest the backflow and if the results we have him were inaccurate, we would waive the initial charge, out of good-faith and concern that the test results he received were wrong.  He has not responded.

   

  Kind regards,

  *****************************

  General Manager

  

  Business response

  06/21/2024

  I spoke to **************** on Tuesday of this week and told him that the Invoice amount will be moved from him personally to that of the condo association.  He thanked me for that and stated he would let the treasurer of the Association aware that it is owed.  

  On a more important issue, I explained to him that we have been seeing MANY incorrect back flow test results in our area from other companies.  Explained the importance of an accurate test and that our technicians are very well trained, and we use electronic and manual testing devices.

  I was very disappointed to hear that he stated that *****'s response to him is untrue.  I left **************** a voice mail today and would like permission to retest the backflow and if the results we have him were inaccurate, we would waive the initial charge, out of good-faith and concern that the test results he received were wrong.  He has not responded.

  

  Business response

  07/02/2024

  My name is *****, not ****.  The facts are simple - we RECOMMENDED a replacement.  It is an estimate.  He did not take the estimate, so why not just move on?  As for the test fee itself, we reached out to the customer to provide a secondary opinion to test the unit again at no charge to confirm ***** finding.  We need permission to do so -- we can't just walk onto their property and retest it.  Customer never replied.  When ******, the General Manager, spoke to the customer on the phone previously (at the first onset of this complaint), the customer was nice and happy to hear the fee was to be paid by the association.  Since then, the customer won't respond to us other than via BBB.  We CANNOT take apart the backflow to take pictures because that can damage the unit entirely, require **** Plumbing to take full liability of the unit, and cause more issues.  We only take apart a backflow for a repair or a replacement.  The mechanic diagnosis was a metaphor which clearly wasn't understood.  Either we receive approval to retest the back flow and go from there OR we move on.  Which do you prefer?  Any accusations here are slanderous and unproven.  If this complaint goes live on BBB, I will move forward with a defamation lawsuit, given the non-factual statements that have a very negative impact on my business.  The customer is clearly trying to strong arm us, by going to BBB for something that is not true.  Estimates are optional - not a requirement.  Customer is also not a plumber, and if they were, we wouldn't be in this situation.  We are willing to waive the test fee IF we are provided approval to retest - assuming the test result passes.  If the test fails - our fee stands.  This has happened with a former customer and we retested the unit 5 more times and it failed all 5 times.  Customer was happy with us after that.

  Customer response

  07/05/2024

   
  Complaint: 21856933
  
  I am rejecting this response because: it is untrue
  
  Sincerely,
  
  *************************

  

  Business response

  07/08/2024

  Nothing in my statement is untrue.  That response makes no sense. I offered a solution - to retest the back flow.  If it fails - the bill stands and then I will file a complaint against *** backflow.  If it passes - we will waive the fee.  I need permission to retest the backflow from the customer.  There is no other solution here.

  Customer response

  07/11/2024

   
  Complaint: 21856933
  
  I am rejecting this response because: There is no reason to retest our backflow unit.
  
  Sincerely,
  
  *************************

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