Complaints

• Initial Complaint

  12/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 11/9/22 I contacted RYT Plumbing, because I had known Roy the owner from when he worked for Mr. ****** prior to him acquiring the business from Mr. ******. I had no running water and needed the water pump checked. Two plumbers showed up smelling like they had just smoked a joint and I would have turned them away but needed service. Austin told me they pump was froze up and could not be replaced. I asked him to check a line on the toilet and just prior to telling me about he pump he told me "I can't replace any line to the toilet without running water. Call ********************** and have them check your well and then once they get a submersible well installed they would be back to replace the toilet line." Later that day I received an invoice for $199.24 and I immediately emailed Yonne with RYT Plumbing and explained to her what happened and that she billed me for service that was not completed. *************** from Pittsville, MD actually arrived (after my mother called them) about 2 hours later, they replaced the water pump and replaced the toilet line with the part that I had just purchased that same day from ************ in Salisbury. Yvonne asked me for a copy of the invoice from the other plumber and I was not able to provide it since the other plumbing company has not sent my mother an invoice. Yvonne on 12/29/22, never did a follow up call with me, she just sent me a paid invoice and charged my bank account. I called her about the charge and that I felt it was unprofessional to not give me a courtesy call and at first she didn't even know who I was and later found my account. She told me the her son Austin did the work and I guess she doesn't want to face the fact that her son was dishonest. I also got told they took pictures and a video of my house without my knowledge and authorization and this is a violation of my privacy. I don't feel that anyone should have to pay for service that was not rendered.

  Business response

  01/10/2023

  Business Response /* (1000, 5, 2023/01/03) */ Customer called crying that she had no water, and her house was a mess and our dispatch operator told we have seen homes that were barely livable, and she said unfortunately Her's house falls under that. When our plumbers arrived, they did check the pump and did tell her to call a well company and then she ask them to fix the supply line and when they went into the bathroom there was human feces and toilet paper in the tub and toilet, on the floor and on the toilet itself they should have just left but change the supply line anyway even though that was not why they were there. Yes, we did video just for this reason. In the video you can hear Austin say to Dave is it on and Dave said for sure. When people call in, we always tell them we need a credit card to guarantee payment. I did answer her email and asked for a copy of the other plumber's invoice so I could see what they did. I never got a reply until we charged her card. A service call is $180.00. We drove 30 minutes to get to her home to diagnose the problem. I don't think she needed to get personal about my son Dave or myself. Consumer Response /* (3000, 7, 2023/01/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Austin is the son of Yvonne so of course she is going to defend his incompetence. However she has not produced a photo of the supply line as proof that they installed it. When a photo of the supply line is produced and is a match of the supply line that was installed by *************** on the same day and this is the supply line I purchased from ******************* then I will proceed. But Yvonne and Austin cannot produce this because they didn't replace it. Have Yvonne produce picture of the supply line they installed. Austin is the one who specifically told me that he would not replace the supply because he could not test the line since there was no running water. Business Response /* (4000, 10, 2023/01/05) */ I made a mistake on what happened. I spoke to Roy and he explained what happened. Customer called the emergency line on Wednesday 11/9/2022 at 7:47am and said she had no running water and toilet supply line needed replace. I have proof of this from our phone service co. The dispatch person called her back that day to schedule to fix supply line. Then the customer told her about the well and the dispatch person told her we don't work on wells, and she still insisted we come out. Upon arrival we change the supply and could not test because of no water plumber told her we would come back when she had water to test our work. Customer never called back so we could test our work. Business Response /* (4000, 14, 2023/01/05) */ I will take off the $14.24 for the supply line but we still went out to her home and looked at the well and like she was told by the dispatch person we do not work on wells. Consumer Response /* (3000, 20, 2023/01/05) */ I saw in Yvonne's last response she stated that I was told by the dispatcher that they don't do anything with wells, however this was never a conversation I had with the dispatcher. I called because I had no water I knew it was something with the water pump. I never asked or discussed anything with the well. I am not paying anything for a service call for a 10minutes stop at my home. I was never told by dispatch or Yvonne that there would be a fee for the service call and the guys told me the office should not charge. I know they are not in billing and cannot make that final decision. Yvonne is not being fair or honest. I Business Response /* (4000, 23, 2023/01/06) */ I see I have nowhere to respond to the last reply to this. I have sent proof that she called for a service call a service call is not free. If we were there for 5 minutes or 45 it is still $180.00. I have reduced the price and that is all I am doing. Consumer Response /* (4200, 25, 2023/01/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was never informed of the service fee price in advance. I did not make a request for two plumbers and had I been advised upfront of the cost of the service fee, I would have called another plumber instead of giving my business to Roy who I have sent business to in the past. I guess the loyalty is no long a part of keeping your business local. The maximum amount I am willing to even negotiate on is $50.00 US Currency. Please use a refund on the difference today and send me a credit invoice. I'll definitely advertise for RYT Plumbing. Mr. ***** was much more customer oriented. Business Response /* (1000, 32, 2023/01/09) */ If she can produce proof of paying another plumber to do the job. I will except the $50.00 payment. Consumer Response /* (3000, 34, 2023/01/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have already tried numerous times to contact the company and I still have nothing from them. I have spoken to a few people who use this same reliable company and unfortunately their billing practices may not bill for six months. I don't run their company, so I have no control over that. The $50 offer was made because Yvonne said she had pictures and I asked for those to be produced. She has failed to produce the pictures therefore to put this case to rest my offer for $50 was made. Yvonne is to understand that once I provide documentation from *************** in pittsville, Maryland , and as a prove that I am correct, I want Yvonne to understand that I owe her. Absolutely nothing zero dollars.

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