Complaints

• Initial Complaint

  03/18/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On Monday the 26th ATMOS discovered I had a gas leak somewhere from the meter to the house. My son called *****'s Plumbing to see if they could fix it. They came out on Tuesday the 27th. There was only one man that arrived, and he stated to me that his helper had skipped out on him. I was concerned at this point that they were not planning on fixing the leak that day as he had not arrived until 3:10 p.m. He stayed about an hour looking around and agreed that I did have a couple of gas leaks under the house but that he couldn't fix it because he was too big to get under the house and he would come back the next day with his helper who could move around under the house. This was the first service charge and trip fee. The next day it was raining so they didn't work. The next day *****'s Plumbing came back and worked 5 hours under the house and told my son that they fixed the gas leaks, cut and capped off the lines that were not being used, and the leaks were fixed. The 2nd trip fee was charged. The workers told my son that it would be around $900 for the work so far and to finish out the remaining work the total turnkey would be around $2,000. They then sent me an estimate stating that the work for under the house would be $1,000 which I paid. They sent an estimate for digging and laying the line outside for an additional $4,300. I declined and obtained another plumber who charged me $2,226 for the outside work. After that work was completed ATMOS came back out and still I did not have gas to the heater. *****'s Plumbing refused to come back out to fix the problem under the house and I ended up getting the 2nd plumber out and they discovered that *****'s Plumbing had capped the main service line to the heater. I had a video taken of the problem. *****'s never advised they capped the main service line which cost me an additional $613. On March 14th after the 2nd plumber came out I finally had hot water. I had been without hot water since Feb 20th.

  

  Business response

  04/03/2024

  The customer called us to come and do work at her home.  ***** stated that she had a leak and had turned off her gas.  Our plumber did come out in the afternoon to assess the job, and then returned to complete the job.  According to our invoice job summary that the customer has provided our plumber left a line to the water heater but had capped it in order to test the gas service.  He also capped off the unused lines so that he could isolate and test the gas service line, and it still showed leaks.  Our plumber stopped at this point to provide the customer with an estimate since the prices was going to be significantly higher.  The estimate was given to complete the job which would have consisted of a new gas service, as well as restoring gas to any appliances including the water heater.  The customer did not approve our estimate and ended up using another plumbing company. Our estimate included the time already incurred plus the additional work that needed to be done for a total of $4300. Since the customer chose to go with another company, the customer was only billed for the work completed up to that point, $1000 ($3300 was additional work on the estimate for a total of $4300).  Plumbing companies do not charge the same rates for services, so estimates are made to give the customers an opportunity to either take our estimate and have the work completed or to shop with other companies for a cheaper rate.  In this instance, the customer chose to go with another company that agreed to charge a cheaper rate.  After reviewing the attached invoices from the other plumber, excluding the work that was already incurred there was only about a $500 difference for the additional work that was done.   Had the customer chosen to have us complete the work, we would have replaced the gas service, and also reinstated the gas line to the water heater.  Since she chose to have another company complete the work, we did not return to restore the gas to the water heater once her gas service was replaced. We advised the customers family member that called into the office to call the company she had used to install the gas service.  In addition, the plumber did come out late in the day on the first day and only had time to do the test to confirm there was a leak.  We would have been willing to work with her on that, but the customer never contacted the office to let us know she had an issue with the initial billing.  

• Initial Complaint

  02/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After my dad passed away, we found a big leak in the front yard. My mom was told that it would be a $1,200 dollar service and then they lied and tried to get her for almost $*****. My mom refused to pay that money of ***** and only gave them $1,200 because of how they where, they where very disrespectful, dishonest people. Because now we have to find another plumber because the same leak that Brians plumbing supposedly fixed is leaking again. I will never trust them as a plumbing company, and i will make sure that my family nor friends use that company as well. Because if they so called fixed the leak out front then it would not be leaking at all anymore.

  

  Business response

  02/19/2024

  We completed repairs at this address a year and a half ago.  We have pictures of the completed work on file, and nothing showed to be leaking after the work was complete.  We have not been contacted by the home owner notifying us of any leaks.  Due to the amount of time that has passed with no notification of leaks to our repair, it would need to be determined if this is a new water leak.  

  Customer response

  02/19/2024

  I am rejecting this response because:   It is coming from the exact same spot they supposedly fixed

  

  Business response

  02/20/2024

  We are having difficulty responding to this complaint.  We initially responded yesterday, however,I am not sure how to proceed with the rejection of the response.  This person is not our customer, she is the daughter of a past customer.  We did the job she is referencing over a year and a half ago and we fixed a leak outside and a slab leak under the house.  The mother (our customer and the homeowner) had to work so the daughter was at the house with the plumber.  We had so many issues with the daughter we ended up having to tell the mother that we wouldn't interact with her daughter any further.  Her mother, the sweetest lady, agreed and said she would tell her to stop calling us.  She was calling our office yelling at the staff over and over while the plumber was there.  She was yelling at the plumber continually. She was calling telling us the plumber was constantly leaving the job even though his GPS showed he wasn't. He left for lunch one day and she called us screaming that there was water spraying in the room where the deceased fathers belongings we so *********** hurried back and there was no water, she basically said she didn't think it was right that he had left for a lunch break.  At one point the plumber didn't even want to finish the work, but he did, and upon completion the mother agreed to use another company for future work unless there were issues related to this particular job, directly due to her daughters behavior. We haven't heard from her or our customer since. At this point, we aren't even sure if there is a leak...she posted the exact same review on our ****** page 3 weeks ago, but since we didn't have her name in the system we couldn't figure out which job she was referencing until she left this complaint with her mother's address.  We have not heard from her mother about any leaks, and with the condition of the pipes outside its very likely if there is a leak, it is a new issue in a similar location. We recommended replacing the whole water service back when we did the job but she declined due to financial reasons.  We aren't sure how to proceed at this point to, but we are trying to avoid engaging with her any further.  Any suggestions would be greatly appreciated.  Weve never had this situation arise.  

  

  Business response

  02/26/2024

  We are having difficulty responding to this complaint.  We initially responded yesterday, however, I am not sure how to proceed with the rejection of the response.  This person is not our customer, she is the daughter of a past customer.  We did the job she is referencing over a year and a half ago and we fixed a leak outside and a slab leak under the house.  The mother (our customer and the homeowner) had to work so the daughter was at the house with the plumber.   We had so many issues with the daughter we ended up having to tell the mother that we wouldn't interact with her daughter any further.  Her mother, the sweetest lady, agreed and said she would tell her to stop calling us.  She was calling our office yelling at the staff over and over while the plumber was there.  She was yelling at the plumber continually.  She was calling telling us the plumber was constantly leaving the job even though his GPS showed he wasn't. He left for lunch one day and she called us screaming that there was water spraying in the room where the deceased fathers belongings we so *********** hurried back and there was no water, she basically said she didn't think it was right that he had left for a lunch break.  At one point the plumber didn't even want to finish the work, but he did, and upon completion the mother agreed to use another company for future work unless there were issues related to this particular job, directly due to her daughters behavior. We haven't heard from her or our customer since. At this point, we aren't even sure if there is a leak...she posted the exact same review on our ****** page 3 weeks ago, but since we didn't have her name in the system we couldn't figure out which job she was referencing until she left this complaint with her mother's address.  We have not heard from her mother about any leaks, and with the condition of the pipes outside its very likely if there is a leak, it is a new issue in a similar location. We recommended replacing the whole water service back when we did the job but she declined due to financial reasons.  We aren't sure how to proceed at this point to, but we are trying to avoid engaging with her any further.  Any suggestions would be greatly appreciated.  Weve never had this situation arise.  

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