Complaint Review: A Good Plumber

On March 22, 2006 I had a local (Wichita and Derby, Kansas) plumbing firm called ""A Good Plumber Inc." come to my house to install a new hot water tank and also to clean out my main sewer. The woman I talked with was very nice and did a good sales job. I felt reasonably comfortable in hiring her firm. They had a large Yellow Page ad. It was a big mistake on my part and perhaps this report will help keep others from making the stressful mistake that I made.

When I made the arrangements to have the plumbers out the woman I talked to did not tell me that two men would be out. But two men came out and I had to pay for both. The bill was considerably more than I had been quoted. I know that the exact amount can't be quoted until they come out. But she wasn't even close. In addition, the plumbers did not give me an estimate when they came out. They just went to work. I was supposed to get an estimate (not a free one, however.)

The plumbers said there were hardly any roots in the sewer. Turns out they lied. That or they didn't actually do what I paid them to do. You'll see why I say that as you read on.

The bill came to $1015.50. I paid them by credit card. It was much more than the woman had quoted me but I didn't argue at that point. The plumbers names were Gary and Philip. I don't know their last names.

I can't read the bill too well but in part it says, "Augured sewer line from basement C.O. 100 to city main pulled back minimal roots. Had to replace brass C.O. plug with new 3 1/2 expandable plug due to threads on C.O. tee being ate out." That part of the bill was about $129. The bill was not itemized but that's what the company later told me when I was about to do a chargeback on my credit card.

About two weeks later I discovered water standing in my basement where the main sewer line is and where the water usually drains quickly. The plumbers would have had to go into that drain to clean out the sewer. I called them to come out and fix it but they refused. I told the woman (the owner I think) that I would do a chargeback on my credit card for the part charged for the sewer cleaning. She was very nasty to me and said my job had been "a pain in the butt." Her manner was defensive and rude. I think she was the owner but I'm not sure.

She told me in a nasty manner to have someone out to fix it. I fully intended at that point to do a credit card chargeback. I wasn't going to fool with her any more. I told her I was going to post all this on the Internet and she said, "Oh, yeah." She added some nasty things and I just hung up. I can't recall dealing with such an unprofessional person in a business situation before. She could have easily salvaged my business and resolved the problem but she opted not to. At least her reputation would have been intact had she been cooperative.

I called Roto-Rooter to come out April 11, 2006 and look at it and fix it. Their reputation in this area is unblemished. They had to do clean the entire sewer. He was here several hours. He said it didn't appear to have been cleaned at all. I'm attaching his report. The Roto-Rooter plumber told me that he took out lots of roots. He said there were lots of complaints about ""A Good Plumber"." He also told me that it didn't look as if ""A Good Plumber"" had done anything at all to the sewer.

The Roto-Rooter man told me that I have a "good sewer" and that there's nothing wrong with it at all. It was just plugged up with roots, which is what I paid "A Good Plumber" to fix.

"A Good Plumber" finally told me that if I sent them the Roto-Rooter bill they would reimburse me for what I paid them. I will add on to this report if they do that. I had to fight to get them to do that. They were not going to do anything until I fought with them and got my credit card company on the phone and was about to make a chargeback. They, of course, didn't want that as it's bad for their merchant account. I may do it anyway. But since they are offering to make it reasonably right by me I am more or less obligated to see if they will. I ended out spending yet more money, however.

Todd Webber did the work for Roto-Rooter. The bill was $141.82. I have every reason to believe he did an excellent job doing what "A Good Plumber" should have done.

Susanna
Wichita, Kansas
U.S.A.