Complaints

• Initial Complaint

  04/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Service 03/23/2022 Plumbing service for resident *** ******* ******. Bills paid $295 cash on 03/23/2022. Attach photos showing the plumber made a hole on the pipe and covered it with another pipe which is only cut and placed on top of the pipe loosely which shows the mud gets in on the open pipe and went to the sewer line that made my bathroom clogged again and so on. I called for another service 04/04/22 Gulf Coast told me they will be coming the next day. I have waited for their call back but I have not received any calls or text verifying the job or any rescheduled service. At 04/06/2022 Gulf coast told me somebody went to my house and worked on my pipes on 04/05/22 I asked how could they work in there without my consent and nobody was there? I do not authorized people work on my house without my consent and that is what the call ended with them with no words nothing no bills to show and proof of work done. So we checked on 04/07/2022 what they did and it was unacceptable. I have called to make a complain on 04/08/2022 to the owner and the only thing I get was the owner laughed at me as a customer it is normal to get frustrated and agitated when the work that I have paid for is not done correctly. This job that they did cost me more than it's supposed to be. I would like this to get resolved and as a concern resident I don't want this to happen to anybody else. I called them again today and their messages is also attached they are charging me for a job that is not verified and not authorized on 04/06/22 which is given just today when I called them for a follow up (How is that?) and receipts copy for 03/23/22 does not match on mine?. I hired a professional and expected to get a professional job done. Thank you and hope this will get resolved. I have more proofs videos on the job and call histories if needed. Thank you.

  Business response

  05/03/2022

  Bbb
  Mrs ******** was irrational and impossible to communicate with for one. 
  
  And there were 2 different service calls requested by her at her rental house. (and I believe it was a rental property I can’t confirm that 100% but someone else live there and not her so that’s why I think that)
  
  The first serv call was on 03/24/22 for $295 paid
  
  We roto rootered her sewer line it took almost 2 hrs pulling out baby wipes roots and tampons.  Mind navigating the treacherous landfill in the back yard of  junky messy clutter of  stuff piled up and the grass was high due to it being difficult to actually mow the yard. 
  
  Note : we cannot warranty a sewer line repair after 24 hours due to unintegral plumbing
  
  At this point we told her her sewer line being clay piping. ( the most fragile and unintegeral type of piping ) had needed to be changed. She declined. Didn’t even want a price. 
  
  Cool. so along with my day
  
  04/07/22
  2nd service call $340( unpaid still to this day)
  
  Another two hours plus about $45 in parts for the Unintrusive temporary clean out. 
  
  Besides that trying to put a PVC double clean up in a clay line actually chokes it down because the 4” clay pipe is substantially larger 4 inch PVC pipe
  
  13 /14 days later she called again with a sewer clog. So we went over there and Roto router it again knowing that she was not going to repair the line we installed a temporary style clean out that sits on top of a hole in the pipe for future access. No big deal we do this sometimes for people that we know don’t have money. because we know we’re gonna have to keep coming back to this job and This would make it easier than digging it up  over and over again. At least we would have some access other than a shovel.
  
  Anyway she wants her $295 back. I am unwilling to give her her money back 
  
  This lady yelled and screamed at me. And all we try to do was help her and save her a couple of dollars and she treated us like we were just trying to rob her. I hope we never see each other again.
  

  Customer response

  05/04/2022

  
  Complaint: 17098004
  
  I am rejecting this response because:

  I am rejecting this response because:
  Gulf Coast plumbing did not do their job correctly, unprofessional and disorganized.
  Based on his respond it's just validated that they do their job wrong because they assume that people cannot afford to pay them to do their job correctly. His given statement showed as well that they've been doing it to other people. What kind of licensed business do that?  Documentation that I have attached shows everything and validated the company's given information dated 03/23/2022. The bill dated 04/07/2022 has no notification on job site, no verification for me, no follow up calls given to me and no confirmation for the service which the bill that they've also only given 04/22/202 and just made recently. 

  Sincerely,
  ******* **********

  Business response

  05/29/2022

  
  I Should had actually responded first. Im the One Who Took Her Calls For Service! 
  We were called by Ms ******* with Inquiries of cost and then she said she was calling around to try and get other prices from different companies. It was not just a “assuming gesture” about her finances! We do care about our customers and we do understand the cost that it takes to function in todays economy! Ms ******* called the office back to schedule an appointment for our first time out to a tenants home. This is not her physical home but a rental. She or anyone else were not present at the time of service. We cleared the line, called to make payment arrangements and we were paid for our time/labor/gas etc.. 
  Ms. ******* called again on this date requesting another appointment because of a repeat stoppage. She was informed by me, that she would be scheduled but we did have other jobs in front of her. She would be notified when someone was on their way. 
  Our worker called but it was sent straight to voicemail. He said he tried a couple of times and then when he arrived he knocked on the door but the tenant would not answer. Since we had previously been out, and she had called us to come out again, our worker created a “temporary clean out” due to this being the 2nd call within weeks, the inquiry of cost the first service date, & to have the opportunity to consult Ms ******* with options on fixing the underlying issue so we would not have to repeatedly come out for the same problem. 
  Once the office manager was in contact with Ms ******* ( which would be from different phone numbers because our workers and office manager, don’t carry the office phone around with them, we have multiple vans, that would be impossible) Ms ******* stated she had called someone else out. That she was unsatisfied ( and thats putting it very nicely, which was not the case in any of our conversations with her) and was very irrational and quite frankly rude. The office manager could not even have a decent respectable conversation with her about options on what we could do to fix the problem permanently because she was too busy over talking, in high pitched tones, not letting any reasonable communication take place and treating us like scamming scum. This happened multiple times. She spoke this way every time with both owners also. There probably isn’t any recordings of her conduct with us as her evidence for those interactions either. I don’t know, I really don’t have time to check and see nor care too after how disrespectful she was. 
  She states the 2nd service was unauthorized but when she called us out the 2nd time she did not express any concern, unsatisfactory feelings or comments about our first time out. She only called requesting service to unclog the blockage. 
  Once speaking with the owner she demanded her money back!! She only paid for the first service call. She has not paid for our second time out to clear the line. She expects us to pay to drive to her rent property, pay for the gas, time, and labor expenses. And then refund her all of that for the First service call as well. Each time we left the blockage was clear. After our 2nd request and call to come again we did not want to continuously have to dig up and have an access point to clear it. If she was unsatisfied she could had handled that like a honorable person when she called us out again the 2nd time instead of getting us to come out the 2nd time then throwing a fit when it was time to pay and talk about a permanent solution. 
  Also when our guys go out to a job they have carbon copy invoices. They bring them back to the office where they are then entered into our QuickBooks system. That is why an invoice looks different than what she sees. Our guys surely do not carry computers and printers around with them along with wifi devices so they can do the secretary’s job. Our experience with Ms. ******* was unpleasant to say the least and we are respectfully happy that she decided to call someone else out for her plumbing needs. Her name is now on our Do Not Service List! Contrary to what the past has said, The customer is Not always right & we don’t deserve to be treated like crap, especially when we are called out to deal with other peoples!!!  We have been in business for years and try our best to work through any issues with our customers for satisfactory results. It is truly sad when that option is just not available. 
  
  Most Plumbing is often hid under ground, under houses,  or in the walls. It can be constricted by roots, slab, earth settlement or just plain, worn out and old. Plumbers are not magicians. We do the best we can concerning the conditions we face. We aim to help our customers in quality, time efficiency, & cost if and when possible, especially if a concern in those areas has been expressed!! 
  

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