Complaints

• Initial Complaint

  01/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had a clog in one of our bathrooms Command Pluming came out they said they had to rod the main line, they charged us $1,500 to remove the clog and then after the fact told us they could not put the toilets back on. They removed the toilets, made a mess in our bathroom, and didnt even fix the problem. They charged us $1,500 and left us with NO working toilets. They took advantage of us and essentially committed theft by not fixing the problem. If they couldnt do the entire job they shouldnt have done the job at all.

  Business response

  01/11/2023

  Thank you for reaching out and I apologize that you felt that my company would take advantage of any client. I do not feel that our services warranted an accusation of theft.  I believe that the fees were justified for all the work performed. As I reviewed your file, below please find our response to your statement of the events that happened while servicing your home.
  
  On September 27, 2022 we received a call for clogged toilets which were located in the pool room that is connected to the home. There were two bathrooms and the clogged toilets were located back-to-back. When we arrived, not only were the toilets clogged but both showers had standing water. ***********, first tried to rod through one of the showers and removed baby wipes, which are known to clog sewer lines. He then decided to remove a toilet in order to rod the line. However, before rodding or removing the toilet, he discussed the procedure and advised *************************************** that he most likely would not be able to reinstall the toilet due to the conditions of the wall behind the toilets and the rotten plywood it was sitting on. Both toilets were sitting on a loose piece of plywood and had rotting/damage due to visible water damage. These toilets needed to be secured to the floor and they were not. The toilets were not installed correctly and would never have passed a village inspection. For those reasons we told *************************************** the wall should be fixed and the toilet need to be properly secured to the floor. After pulling the toilet, he attempted to rod the line through the opening of the toilet and pulled out more baby wipes. After several attempt he still was not able to open the line and I advised him to clean up and I would return with him to resolve the issue. The total cost for the work performed on this day was $456.00. Invoice was left and payment was received on the same day.

  
  On September 29, 2022 I returned to the residence with the plumber and we rodded through the toilet 3 additional times before the line for both pool bathrooms finally were opened. However, after the main line was cleared, the 2 showers were still full of standing water. We rodded through one shower and cleared the line. We looked at reinstalling the toilet but it was obvious that it was going to work with the given conditions. We are not in the practice of installing fixtures where it could cause possible injury or additional damage to our clients property. The toilet in the 2nd bathroom was not pulled but was not in working order due to parts being broken in the tank. The homeowner never asked us to repair that toilet. This left the pool room without any working toilets. The statement that the homeowner did not have any working toilets in her home is false. The home has 4 bathrooms (3 full and 1 powder room) that were in working order.

  
  As far as leaving the bathrooms a mess, we pride ourselves in keeping our work space clean and clean up prior to leaving our clients homes. When we arrived both bathrooms were in disarray with water leaking, one shower valve did not work and no water was coming out, one bathroom sink did not have water to it and both showers full of standing sewer water. Once our services were completed, we cleaned up after ourselves and any mess that we produced. However, we are not a cleaning service to clean up issues that already existed.

  
  When we left the residence, the sewer line for both bathrooms were in working order. In addition to working on the sewer line, the homeowner requested my plumber to look at a shower valve in another bathroom in the house that was not working. He found the parts and wrote the estimate to repair the shower valve on the invoice. The homeowner never responded to the estimate. The total cost for the work performed on this day was $896.00. Invoice was left at the residence and payment was received on October 3, 2022.

   

  I spoke to *************************************** on January 9, 2023 and she explained to me that she had another company come out to unclog 3 toilets and 2 tub drains for $400.00 and did not believe our prices should have been that high. I explained to *************************************** that I believe that the cost to unclog 3 toilets and 2 tub drains are correct but to unclog toilets and tub drains are different than the services we performed to clear the sewer line. We had to do quite a bit of work to clear the baby wipes from the sewer and get the line open.
  

  
  
  If you need any additional information, I am happy to discuss this further. We are not in the business to have dissatisfied clients. We always try to go above and beyond for all our clients and make sure they are satisfied.

  Customer response

  01/12/2023

   
  Complaint: 18711860
  
  I am rejecting this response because:

  regardless of the work the business is claiming they did, we had two working toilets prior to them coming. We hired them to unclog the drain. When they left we had ZERO working toilets. If they didnt know how to do the work they should never have accepted the job. Additionally I NEVER would have agreed to pay $1,500 for this service. This is complete theft. Prior to doing the work I should have been provided an estimate, legally I have the right to accept or reject an estimate. They did not provide me and estimate, they claimed they did work, and then still left me with ZERO working toilets. I had to hire someone else to get the job done and now Ive paid twice! It is illegal for a business to do work without getting the approval from the customer to move forward. I am requesting a refund since no work was provided that fixed the issue and I was in fact taken advantage of. I did my due diligence and tried to reconcile. I explained I was at the hospital with my baby and I trusted them in my house. They claimed they couldnt do the work because I wasnt home which they knew BEFORE they even started. They took advantage of a family in a vulnerable position. They stole my money and didnt do any work they claimed they did. Again, they left me with zero working toilets!
  
  Sincerely,
  
  *********************************************

  Business response

  01/22/2023

  We were called for a sewer back up in the pool bathrooms. When the job was completed on 9/29/22, the sewer line was clear and in working order. The issue was resolved. 

  We do not feel that we have taken advantage of our client. We only removed one toilet in order to rod the sewer line, due to the lack of a cleanout for the pool bathroom sewer line.

  In order to put this matter to rest, we are offering $676 as a settlement. This is 50% of $1,352 which is the total that the client was charged for the services rendered.

  Customer response

  01/24/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************************

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