Complaints

• Initial Complaint

  06/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The plumber came out because our toilets flushed were flooding our showers. He spent 15 min here and said the line is clear and we have a 90 day warranty. The next day it started gurgling again. We called and were told it was our fault because he found wipes and its not covered. He misspoke. Its their policy. Nowhere was this policy given to me. At no point did he tell me he found wipes and left confirming the 90 day coverage. I had a second plumber come out and they found cuticle scissors in the drain and cleared it. This company said they took pics of the line and never found what was blocking it. Lied about their policy and tried to charge me more. Told me they took pics of the line which is obviously untrue as the second professional gave me the scissors found. Horrific, rude and unprofessional experience.

  Business response

  06/22/2023

  June 22, 2023
  RE: Better Business Bureau complaint
         ID:  ********
  
  Arrow Plumbing Services is in receipt of the complaint recently issued by a customer regarding **************** she describes in her complaint to the Better Business Bureau.  The customer refers to a complaint regarding work that was done at her home on 05/23/2023. The Work Order for the appointment states that both showers in the home were backed up.  This type of problem is a stoppage that *** potentially be in a main line.  At the time of the call, the customer was informed of the cost for the work, and asked if they wanted the technician to bring a camera to use in the line.  The customer decided to wait and see if a camera would be necessary.

  The technician, who is no longer with the company, but per his notes was able use a 35-foot snake to clear out the stoppage which indicated a soft stoppage, meaning paper-like products had been put into the plumbing.  When he left, the drain was clear and flowing freely.  The technician informed the home owner.  At this point, the technician incorrectly informed the home owner they had a 90-day warranty.  Arrow Plumbing Services does not offer a 90-day warranty on any soft stoppages.  There was no policy to give to the home owner as the company does not honor a warranty under these conditions. The home owner was informed about the 90-day warranty situation when she called the next day and stated the plumbing had started gurgling again. It is presumed the home owner then called another plumbing company due to being upset about the warranty situation.

  The customer discusses in her complaint about a plumber taking pictures of the line.  Arrow Plumbing is unsure of who the customer is referring to. meaning if it is the second plumber or Arrow Plumbing.  If the second plumber, he did not see any soft stoppage as it had already been cleared from the line.  If the customer is referring to *******************************************, a camera was not used as per the original appointment notes where the home owner decided to not pay for the use of a camera.

  Arrow Plumbing Services does not deny the customer was misinformed regarding the ****** warranty.  The technician misspoke and for that we apologize.  We are also repentant that the home owner is unhappy and dissatisfied with the work that was received.  ********************** has spoken to the ****************** to assure and to remind them that correct and honest communication is imperative when speaking with the customer.

  We hope this response will indicate to the customer that ********************** always has the best intentions of satisfying our customers and providing the intended services for our customers and clients.
  
  
  
  

  
  

*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. ↩