ComplaintsforWasham Plumbing, Heating, and A/C, Inc.

• Initial Complaint

  09/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Recently I contracted with Washam to install a shower enclosure, small (+/- 3' by 8') support wall, light/exhaust fan, drywall and finish {+/-3-4 sheets). Job was to take roughly 4 days. It is also noted that before signing and paying deposit I asked about shower door installation as it was only referred to as the shower and I was told it was included. The contract was an open contract (cost range $2398.00 -$2950.00) meaning to cover unforseen costs. I was not informed of any problems but did ask to have new shut off valves to sink and toilet flange repaired. The shower door at this time had not arrived on time as it was damaged in transit. Was told to just give them a call when ready. After plumbing was done, Drywallers were to start. They did almost 2 weeks later. and took them more than a week. I did ask them to install a piece of drywall (+/- 2' by 5') that was not included in contract. At this point the door still had not arrived. I did receive a bill from Washams for the full extent(4@950.00 plus an additional $425.00(supposedly for the extra drywalling). I paid the bill. A couple weeks passed and the door finally arrived. Washams came to install shower door but did seem right at the time and a revision was made. The door would not stay shut now and it still looked backwards Washams was again called to come back and they did but to no satisfaction. I did receive an additioal bill for $440.60 to install the shower door which I have not paid yet. I have tried calling Washams to have somebody call me on this matter to no avail. It has been 2 weeks since I first called and 2-3 time since then and have still received no call back. I would like to talk with somebody to clear this all up. I feel I was over charged by Washams, both with original quote/payment and additional shower door bill. Also am still very unhappy with shower door installation.

  Business response

  10/03/2024

  We provided the customer with a 2-point price range for the shower.  He had additional drywall work done which was not part of the original quote.  Cost of additional drywall was $425.00.  Consumer chose the shower door.  The shower door was not made to fit the shower so there was an additional charge to customize the fit and repair a drain issue. Cost of shower door installation is $440.60.  Both of these costs are owed by the consumer as they were not part of the shower cost.

• Initial Complaint

  07/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 6/18/24 my A/C unit quit working on a 90+ degree day. I called this business to see if they could send a tech. They said that they could accommodate that day and gave a time frame. As I was at work I requested that they call my phone before the tech arrives so that I could get there or alert my husband. They wrote this info in their system and said they would call. As we waited and had not heard from this company, we booked an appointment with another company. My husband called to cancel services to which they obliged. After cancelation a technician from Washam showed up at our door without alerting us via telephone, rang the door, then left. We received a bill for an hour of service from Washam. I called to talk to a representative to determine why we were billed for this service when we had canceled. The secretary placed me on hold and spoke to the manager who said the bill was for wasting an hour of their time. I asked them to again look at their records to make sure that they had the instruction to call prior to showing up and our cancellation. They had both noted. I was then transferred to a manager Sammy who proceeded to scream at me saying her rep did call, even though phone records do not show this at all. Sammy proceeded to scream saying she would be sending me to collections if I did not pay and said she would send it right away. My husband then called to discuss and she screamed at him and then hung up on him. He called again and she said if he called again she would call the police on him. She then said that her representative watched through our window as the homeowner called and canceled the appointment as they were standing at the door and that she discussed this during the cancellation call. This was false as I have proof of being at work. Sammy said she did not understand why we were so concerned over 80 some dollars and that we need to just pay it. We had no work done and this company is attempting to collect money they are not owed.

  Business response

  07/05/2024

  ON 6/18/2024 WE RECEIVED A CALL FROM ABOVE HOMEOWNER STATING THERE A/C UNIT STOPPED WORKING LAST NIGHT AND THE OUTSIDE UNIT WAS SMOKING THEY STATED THE FANS INSIDE ARE RUNNING - WE SCHEDULED AN APPOINTMENT FOR ABOVE CUSTOMERS FOR THE SAME DAY  WHICH WOULD BE 6/18/2024 WITH THE TIME FRAME OF ANYWHERE BETWEEN 11AM-3PM SHE REQUESTED A PHONE CALL ON THE WAY TO THE PHONE NUMBER OF ************ - OUR TECHNICIAN AND HIS HELPER WERE SENT OUT ON 6/18/2024 TO **** ******* **. THE TECHNICIAN WAS DISPATCHED AT 12:50 PM AND HE CALLED THE ABOVE STATED NUMBER ON THE WAY TO THE HOME - UPON ARRIVAL THEY HAD A RING DOOR BELL HE RANG THE DOOR BELL NO ANSWER THEY HAD CAMERAS AROUND THE HOUSE - HE WALKED AROUND TO LOOK AT THE CONDENSER AND IT HAD NOT BEEN FIXED YET - HE WENT TO RING THE DOOR BELL AGAIN AND KNOCK ON THE DOOR - AT 1:00 PM ******** CALLED THE OFFICE AND STATED THAT THEY NO LONGER NEEDED US TO COME OUT THAT THEY WERE HAVING ANOTHER COMPANY TAKE CARE OF IT - I STATED TO ******** ON THE PHONE I AM NOT THE DISPATCHER BUT I WOULD CALL THE DISPATCHER AND INFORM HIM THEY NO LONGER NEEDED OUR SERVICE BUT SENSE THERE TIME FRAME GIVEN WAS BETWEEN 11-3 AND IT WAS 1PM THAT I COULD NOT GARUNTEE THEY WERE NOT ALREADY DISPATCHED AND IF THEY WERE THEN OUR MINIMUM ONE HOUR CHARGE OF $88.00 WOULD BE BILLABLE HE STATED OK AND HUNG UP - THE DISPATCHER WAS STANDING IN THE OFFICE WHEN ******** CALLED TO CANCEL AND STATED THE TECHNICIAN WAS ALREADY AT THE HOME AND HAD BEEN THERE FOR A FEW MINUTES NOW - HE CALLED THE TECHNICIAN TO TELL HIM THAT THEY NOW CANCELLED AND THE TECHNICIAN SAID THEY HAVE A RING CAMERA AND OTHER CAMERAS I LOOKED AT THE UNIT AND IT IS NOT FIXED YET AND LEFT - THE TECHNICIAN WAS THEN SENT TO HIS NEXT CALL - THE HOMEOWNERS WERE THEN BILLED FOR A MINIMUM ONE HOUR SERVICE CALL - WHICH ******** WAS ALREADY MADE AWARE OF - ON WEDNESDAY 07/03/2024 AROUND 1:25 PM WE RECEIVED A PHONE CALL FROM ****** STATING SHE DID NOT HAVE SERVICE DONE AND WE NEVER CALLED ON THE WAY TO HER HOUSE AND SHE DID NOT KNOW WE WERE AT HER HOUSE - SHE WAS INFORMED THAT THE TECHNICIAN DID CALL ON THE WAY TO HER HOME IT WAS STATED ON THE WORK ORDER AS WELL AS ONCE HE WAS THERE HE RANG THE RING DOOR BELL AND THEY THEN CALLED US AFTER HE WAS AT THE HOUSE AND HAD WALKED TO THE CONDENSER TO LOOK AT IT - SHE ARGUED AND STATED NO HE WAS NOT ON THE CAMERAS AND SHE WOULD NOT PAY THIS BILL TO THE OFFICE ASSISTANT - I TOLD THE OFFICE ASSISTANT TO PUT HER ON HOLD AND I WOULD TALK TO HER - ONCE I TOOK THE PHONE CALL WITH ****** SHE STATED THE SAME THING AS ABOVE - I INFORMED HER THAT WE DID CALL ON THE WAY YOU MAY NOT HAVE RECOGNIZED THE PHONE NUMBER BECAUSE IT WAS AN ODD NUMBER COMING FROM MARYLAND OR MY THOUGHTS MAYBE SHE EVEN HAD ODD NUMBERS BLOCKED FROM BEING ABLE TO RECEIVE THEM I AM NOT SURE EITHER - BUT FACT OF THE MATTER IT IS A BILABLE SERVICE BECUASE THE TECHNICIAN WAS SENT OUT AND ARRIVED AT THE HOME AND THEN HER HUSBAND CALLED AND CANCELLED THE APPOINTMENT AFTER THE TECHNICIAN WAS ON SITE - JUST LIKE A DOCTORS OFFICE YOU HAVE TO CANCEL APPOINTMENTS IN A TIMELY MANNER NOT DURING THE TIME FRAME THAT YOU ARE GIVEN OF THE APPOINTMENT- SHE SAID HE WAS NOT ON HER CAMERAS AND HE WAS NOT THERE - I TOLD HER I AM SORRY YOU ARE BEING BILLED THE MINIMUM ONE HOUR SERVICE CALL THAT DOES NOT MATTER IF THEY ARE THERE FOR ONE HOUR OR FIVE MINUTES - SHE LOUDLY REPEATED SHE IS NOT PAYING FOR A SERVICE NOT DONE AND AGAIN I REPEATED THE ABOVE - I INFORMED THE HOMEOWNER IF THIS IS NOT PAID IN A TIMELY MANNER IT WILL THEN GET SENT TO COLLECTIONS - SHE GOT ANGRY AND PUT ME ON SPEAKER PHONE TO WHICH ANOTHER WOMEN SPOKE AND STATED THEY ARE NOT PAYING US AND WILL GET THERE ATTORNEY INVOLVED AND I STATED AN ATTORNEY FEE IS A MUCH LARGER AMOUNT THAN THE $88.00 SERVICE FEE THAT YOU ARE BEING CHARGED DUE TO MY TECHNICIAN DRIVING TO YOUR HOME TO PERFORM A SERVICE THAT WAS ASKED TO DO - SHE GOT MAD AND HUNG UP ON ME - AROUND 1:30 HER HUSBNAD ******** CALLED THE OFFICE AND STATED HE HEARD I RAISED MY VOICE TO HIS WIFE - I STATED THE SAME THING TO HIM AS I DID TO HER ABOUT THE MINIMUM SERVICE CALL AND THAT WHEN HE CALLED TO CANCEL THE APPOINTMENT THAT I WAS NOT THE DISPATCHER BUT IF THE TECHNICIAN WAS ALREADY DISPATCHED THAT IT WOULD BE BILABLE AS A MINIMUM ONE HOUR SERVICE CALL AND HE SAID OK - HE STATED HE WILL NOT PAY THE $88.00 AND WILL TAKE US TO COURT AND I STATED IT WOULD COST A LOT MORE MONEY TO GO TO COURT RATHER THAN PAY THE BILL AND ******** THE HOMEOWNER THEN STATED HE HAS A LOT OF MONEY HE DOES NOT CARE HOW MUCH IT COST - I STATED THEN PLEASE PAY YOUR BILL - HE SAID I WILL NOT - THROUGH THE CONVERSATION THE WIFE STATED THE TECHNICIAN WAS NOT AT HER HOME OR ON HER CAMERAS AND THEN HER HUSBAND STATED HE WAS ON THERE CAMERAS AFTER HE CANCELLED THE APPOINTMET - HE THEN ALSO SAID THEY HAD ANOTHER COMPANY COME OUT TO FIX THE PROBLEM - I STATED THE BILL IS AS IS AND IF IT IS NOT TAKEN ARE OF IN A TIMELY MANNER - NO EXACT DATE WAS GIVEN - THEN IT WOULD GO TO COLLECTIONS - THROUGH OUT THIS CONVERSATION HE WAS VERY NASTY TOWARDS ME AND I JUST REPEATED THERE IS NOTHING MORE I CAN SAY TO YOU THIS CONVERSATION IS DONE THE BILL IS AS IS I AM SORRY IF YOU FORGOT TO CANCEL THE APPOINTMENT BUT THIS IS OUR POLICY - HE THEN ASKED WHERE WE WERE LOCATED AND I TOLD HIM ON POLING RD LIKE IT STATES ON YOUR INVOICE YOU RECEIVED AND IN A VERY THREATENING MANNER AND TONE HE STATED HE WAS GOING TO COME OUT HERE TO OUR OFFICE AND HAVE A FACE TO FACE CONVERSATION WITH ME - I STATED AGAIN THE BILL IS AS IS AND AT THIS POINT I FEEL THREATENED AND AM DONE SPEAKING ON THIS MANNER AND HUNG THE PHONE UP - HE THEN CALLED BACK IN A HARRASING MANNER AND I TOLD HIM AT THIS POINT YOU ARE NOW HARRASING ME AND IF I HAVE TO I WILL CONTACT THE POLICE - HE STATED HOW ABOUT THIS HAVE THE POLICE STANDING AT YOUR DOOR AND I AM COMING OUT THERE TO TALK FACE TO FACE WITH YOU - I STATED YOU ARE NOW NOT ONLY HARRASING ME BUT YOU ARE NOW THREATENING ME - THE BILL IS AS IS AND IF YOU CALL BACK HERE AGAIN AND SHOW UP TO OUR OFFICE I WILL CONTACT THE POLICE AND THAT IS THE END OF THIS CONVERSATION I AM DONE - I REPEATED YOU ARE NOT TO CONTACT THIS OFFICE AGAIN OR SHOW UP HERE YOU CAN MAIL YOUR PAYMENT AND HE STATED YOUR NOT MY MOM YOU CAN NOT TELL ME WHAT TO DO - I SAID EXCUSE ME AND HE REPEATED ONLY MY MOM CAN TELL ME WHAT TO DO - I THEN SAID YET AGAIN THIS CONVERSATION IS DONE - DO NOT CALL THIS OFFICE AGAIN AND DO NOT COME TO THIS OFFICE BECAUSE THE POLICE WILL BE CONTACTED AND HE CONTINUED TO SPEAK AND I HUNG UP THE PHONE ON HIM 

  Customer response

  07/05/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I have both phone records that show this company did not call me as indicated. These were previously attached and confirmed that no call was received on this date from this company. My husband was not informed during his cancellation phone call at 1130 or afterwards that there was a fee. Video footage show the men on my front door after the time of cancellation. After cancellation these said gentleman were my property then wandering around without consent as we had cancelled and no one reached out to us otherwise. This then is trespassing as my ac unit is located on the backside of private property. The manager that I spoke to immediately began yelling at me as soon as I was transferred to her and I did not hang up the phone on her. She hung up on me. I did have another woman on the phone as Sammy yelled at me so bad I was having a panic attack and could no longer breathe. In my opinion it sounds as if this company did not reach out to their own employees in a sufficient manner of time. 
  
  Sincerely,
  
  ****** *******

  Business response

  07/08/2024

  LIKE PREVIOUSLY STATED THE TWO STORYS WERE NOT THE SAME FROM THE HUSBAND AND WIFE - UNFORTUNATLY THEY BOTH CALLED DIFFERENT COMPANIES AND ONE COMPANY GOT OUT THERE BEFORE THE OTHER AND THEY FORGOT TO CALL AND CANCEL THE APPOINTMENT THEY MADE WITH US - IT IS UNFORTUNATE BUT A LEARNING LESSON -  THIS IS A BILABLE CALL AS TIME STAMPS WERE RECORDED WHEN THE TECHNICIAN WAS DISPATCHED AND AT THE HOME AS SEEN ON YOUR CAMERAS THEY HAVE TIME STAMPS AS WELL - THEN THE HUSBAND CALLING AND CANCELING THE CALL AFTER TECHNICIANS WERE ALREADY THERE AND ON PREMISIES - THE PHONE CALL WAS MADE - LIKE STATED PRIOR YOU HAVE TO CALL PRIOR TO YOUR APPOINTMENT TIME FRAME TO CANCEL - THE CALL WAS NOT MADE FROM THE HUSBAND UNTIL 1PM WHEN TECHNICIANS WERE ON SITE - THE TIME FRAME GIVEN FOR THIS CALL WAS BETWEEN 11AM-3PM THERE FOR THIS WAS TOO LATE TO CANCEL THE APPOINTMENT AS WELL - THEY ARE BEING BILLED OUR MINIMUM ONE HOUR SERVICE CALL OF $88.00 - I DID NOT YELL I SPOKE HOW I ALWAYS SPEAK - SHE GOT UPSET AFTER SHE TOLD ME MANY TIMES SHE WOULD NOT PAY THIS BILL AND I STATED IT WOULD GO TO COLLECTIONS IF THAT IS THE CASE - MY TECHNICIANS WERE GOING TO LOOK AT THE UNIT WHAT THEY WERE CALLED AND ASKED TO DO FROM THE START THE CALL THAT WAS CALLED IN BY ****** THEY WERE NOT TRESPASSING - I AM SPEAKING ON TRUTH AND HONESTY 

• Initial Complaint

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 26, 2024 Washam came out to replace my water heater with a brand new one. They sold me a bigger model saying that it was going to be better than the one I had even though it was more gallons than I needed. I asked for a pan to be put underneath it. They said it was unnecessary. However, four months later the seal is leaking and now I have water coming out from my brand new water heater. I called them and they said the soonest they could get out was the next day. I told them that I was worried about my basement flooding again since I just dealt with this four months ago and they said it wasn’t their issue and that it would be a warranty issue that could take a while to resolve. When I was upset with the situation as I paid a lot of money to wash them over the past year to do multiple things in my home, the person told me that there was nothing that they could do to help me that I would have to wait until the next day and they would only talk to my dad because that is who was on the account and refused to talk to me any further. When I asked for their insurance information if something were to happen before they got out to my house, they told me I was threatening them and refused to give the information. She then proceeded to tell me I was on a recorded line. I was never informed I was being recorded nor did I ever give my consent for a recording. If it is indeed recorded, I am entitled to a copy of it, and I would like it so that I have it in case I need to turn it into my insurance company for their refusal to help me. I expected more out of a small town business than what I received, but I need involvement to help get this matter resolved. I’ve paid a lot of money to wash them to have these issues resolved previously and expect them to last more than four months. I was also never provided any paperwork on a warranty in order to contact anybody to bypass Washam all together.

  Business response

  06/20/2024

  [[TRANSCRIPTION VIA PHONE CALL W/THE BUSINESS ON 6/20/2024 AT 2:15 PM]]

  Business stated the contract was under *****'s father. They came back to the home on 5/30/2024 and the situation has been taking care of.

• Initial Complaint

  01/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Dec 23,2022 my water lines froze up. adviced to call Washam i did since i was a new customer didnt have any work done in 2 yrs i had to pay up front $200.00 i did.Two nice guys came out worked 3 hrs they were going to give up and leave but they got a small not even pencil line drip. so they left. hr after they left nothing. so on Sat i called to report i still dont have water The guy answered he was very rude, Told me that theres people with out heat and thats more important then no water. I should go to Menard get a heater put under my trailer. Im not stupid didmt do. the guy said he'd call me back never did. I had no water no hot water no shower cound't flush tolite had Xmas on Sunday. MY son came with a small gun and it got open. But we did have a small fire no big damage. I did call fire dept for safety all good. I told the fireman that the man at Washam told me to go get a heater from Menards put under trailer. He said no it could burnt up in 20 min? I got a bill from them i still owed $214.50. I called got a lady rude as the man she told me the men came back said i had water i said no i trinkle. why would i call the next day report i still didnt have water? there word againt mine. I said ill see u in court Judge dont like it when seniors are taken she said go ahead u wont win. hung up. Disrespectful employees. a $414,50 job and no water. I.M REPORTING THERE SHADY.Do not go there a rip off. Hate lyiers. Can't take to court for there two men against just me. Should took pictures. They need to be responsible for there action .

  Business response

  02/03/2023

  ***** had called on December 23,2022 our phones were ringing off the hook, the weather was horrific outside. With wind chills it was -36 I had guys working out in those temperatures. We had never worked for ***** prior to this service call, on record she was not found. With new customers our policy is to collect a portion upfront to show a sign of goof faith, once we have worked for you once it then just becomes a bill sent in the mail nothing collected upfront. When telling ***** we are running on EMERGENY rates and emergency calls. We are short staffed and doing our absolute BEST to tend to our loyal customers we take over and over again they were our #1 priority , other company’s were not even taking new customers during this horrific weather but we were trying our best with the guys that we had working! She was informed we would need to collect a portion up front and when told that she went on and on about this and that, I told her it is up to you that is our policy and the remainder will need to be paid the next business day. She complained a lot before even collecting the money, I told her if she wanted to think about it and call me back, the phones were ringing off the hook she could do that. She huffed and puffed and gave me her information for her payment and was informed again of our hourly emergency rates and was assured that we can not guarantee we could thaw her pipes it was so cold unfortunately all we can do is try our best and that is what we did. We had two guys dispatched to her trailer to try and thaw the pipes in high winds and below freezing temperatures the two gentleman were under her trailer in the open wind and cold trying to thaw her pipes as soon as they would thaw they would freeze back up - they were both there for a lot of time trying to get her water running, they told her do not turn water off leave it on full boar and hopefully that will help keep them from freezing more. They got her water it was a stream, it may not have been a full blown flow but it was the best they could do and she knew that coming in from me informing her we can not guarantee we can get your water to stay running. That is why in freezing temperatures it is so important to run your water at full boar rather then a small stream it is the only way you will get it to hopefully not freeze. With this crazy weather there was nothing we could do to keep peoples pipes from freezing. We had to deny work due to this reason. ***** was informed of this and knew from the beginning I was very informative with her. She called back after hours and got the after hours answering man. He informed her there is nothing we could do, she was not listening he repeated himself a lot telling her we tried our best we got it in a stream and that she should have kept the water running from the start. He told her we were running over time calls and the technician is not able to do her frozen lines at this time she would have to wait until the week and call us back if they do not thaw. The over time technician was working non-stop from Friday to Sunday for people who had no heat, that was our main priority at this time, people with no heat at all were #1 on our list and unfortunately there were a lot of people with no heat. ***** would not stop and the owner said the only thing I can tell you to do is to get a space heater someone will have to watch it but there is nothing we are able to do at this time. When ***** called back at the office very rudely she said my house caught fire and the fire department said your guy should have never said that. I said please explain she said put a heater down there, I said you went and got a space heater and she said NO, I was not going to spend my money on that! Some relation to her took a heat gun under it and caught it on fire. I informed her well he surely did not tell you to do that and she angry said I know! She said the fire department said you are wrong, So I repeated that statement he stated to her earlier in this. She said well yeah and got angry. She said I am not paying this bill they did not fix it, I stated they tried there best and they did get you a stream of water, those guys were out there freezing to try there best to help you which you were fully aware of the possibility of the outcome. She said we are taking advantage of her and I said You are paying for the labor of my two guys out in the freezing cold weather to try there best to get your lines to thaw which you were informed of way before we even collected the portion up front at emergency rates and your exact words were “well do I have a choice” followed up by if you would like to think about it and call me back in which you got mad and said no and gave me your information. You then got mad at me and said well I will see you in court then, my exact word for word response was it will cost more to go to court then it would if you would pay the remainder of your bill, but if you feel that is necessary that is your choice. She then yelled that I am a terrible person and she will report me to the BBB and tell everyone how awful we are. I said if you feel that is necessary and she hung up on me. The words of “you won’t win” absolutely NEVER came out of my mouth or anyone else employed by Washam’s mouth.  We have never taken advantage of any elderly customer let alone any customer at all. I am sorry she feels this way but she was forewarned about every scenario and agreed to it from the start when she paid the portion upfront. 

  Customer response

  02/03/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  12/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Called Washam to install NEW: sink, strainer/drain, faucet, garbage disposal, drain lines, RO filter faucet; connect existing RO system & dishwasher; & assess bathroom faucet drip. I supplied all new pieces, except PVC lines. Fri 10/28/22 - 2 Washam techs here. Showed kitchen job & both bathroom spigots; had new spigots if needed & was told must cut walls behind showers so have to reschedule that. Told me to buy different spout for 1 bath. They worked in kitchen. Nearly done, **** noted he forgot RO piece, wasn't sure where to put & I showed him where it had been. He had to remove/reuse piece from my old drain PVC, rework some of new & installed it in disposal waste line (not where showed). Leaving, they wanted to take disposal box, I said I needed for S/N & was told all I needed was on table & took only that box only (not faucets boxes or old PVC). I replaced items under sink, found disposal electrical cable wrapped thru RO tank line so couldn't move tank. Guys had left house 10 - 15 min earlier, still in van in my drive, so asked to correct. **** on phone so x-electrician rerouted electrical. Later looked on table & NO S/N info nor power cord nor disposal elbow (unused & in new disposal box) & questionable RO drain location. Mon 10/31 called Whirlpool on RO drain location & was told not acceptable as waste could get in RO system. Called Washam & **** rudely told me s/n on disposal (not visible), box trashed & someone would get back to me. No callback. 11/08 I called & **** set up RO fix. 11/10 guy came, reworked drains & RO drain to proper location. Recv'd bill in mail w/nil on missing parts/excess time. 11/28 wrote check for billed amt less parts cost & .25 hr excess time billed. 12/9 recvd my uncashed check w/rude note from **** w/added: $5.78 fin chg; techs take parts they remove (only took new sellable parts); 18 min for 4 country miles could be buses; sitting in van (20 min) was him filling out materials list (silicone, wire nuts, PVC, putty, sealant).

  Business response

  01/23/2023

  As stated in the attached documents the customer provided. The time starts when they leave our office depending on traffic it depends how long it will take to get to and from. The time ends once the technician is finished filling out his paperwork with an explanation of what was done as well as time and material. This was a first time customer and she was notified of all of this before we scheduled the appointment. This is billable.

  Customer response

  01/30/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I was NOT told that I would be charged for the trip to my house, however, I assumed that I would be charged for the 10 minute, 4 mile trip to my house because I AM an established customer having had Washam service my furnace in Dec 2014 & again in Dec 2016. I will not pay for the 20 minutes or more that the employees sat in my driveway using the phone. The business has not addressed the new Moen disposal parts that I purchased & which the employees took & will cost me $33+ to replace. I have since found that Washam’s guys only installed 4 of the 12 clips that I provided to attach my new Elkay sink to my new quartz countertop with NO clips installed on the sides of the sink. Elkay’s manufacturer rep states there should be clips on all 4 sides of the sink & recommends that those clips be installed which I cannot do unless I purchase more clips because the remaining clips were also taken by Washam’s employees. So, in addition to my Moen components the installers took, I am also requesting I be reimbursed for the 8 Elkay sink clips that were taken. I have paid Washam $211.59 for the work & I will not give them more money to pay for work that was not performed nor for time billed that was not part of the job. Washam now owes me a reimbursement for more parts that I had purchased & were taken by Washam’s employees.
  
  ***** ********

  Business response

  01/30/2023

  Like stated on the phone if we have not worked for you in two years you are considered a new customer. She is correct we worked for her first 11/28/2014 on her furnace, then once over two years later 12/26/2016, then this last time almost 6 years later 10/28/2022. She was charged the same way the last two times we had worked for her in 2014 and 2016 our policies have not changed. We do not charge service fees which is a charge before our company comes out just to come out, we charge hourly and the hourly charge starts when the technician leaves our office. This call was our first appointment in the morning, unfortunately we have no control over the traffic that may possibly be in our way from point A to point B, especially it being school season and buses are in fact out and about at that given time the technician was on his way to said home. Per Google on a good day with no traffic Google.com states it would take 7 minutes from the shop where our technician was dispatched to said home. Mind you there are in fact buses that are on said routes to get from point A to point B as well as stop signs or stop lights also many people traveling at this hour. It did in fact take him 15 minutes to get to your home. And the time in his truck was him like stated filling out his paperwork so that I can then bill you for the job that he had completed for you. Before he left he had asked if you needed anything else you told him to dispose of the trash so then he did take the box that you had stated for him to dispose of. Unfortunately our trash is picked up and disposed of on Mondays very very early in the morning before anyone is even to work. The technicians job is to clean off there trucks at the end of there work day in which my technician did so and disposed of the box that was in his truck from your job. You had called on after our trash was already taken, if your would have kept the box or looked in the box you would have said items you are speaking of that you told us to dispose of. We then came back out to your home on 11/10/2022 and moved the tee on the r/o system no charge and made sure everything was working and up to your expectations. We installed things how we think they should be installed and properly at that matter and if it was not done properly we would fix it like we came back and did 1.25 hours worth of time at no charge. We have done all that we will do, technician even asking before he left is that all  I can help you with. Then and there something could have been stated about the more problems that keep surfacing but they were not. I am sorry that you are not happy with our service, but we stand behind our work and have done all that we can do for you.  There is no point on continuing to argue back and forth when you were given ample opportunity to make points of all these other problems that you are coming up with. 

  Customer response

  02/09/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I disagree w/what Washam states I was told on the phone during my initial service call; it’s irrelevant to my complaint. Charges were not billed the same as in the past which doesn’t matter either! Regarding the extra trip time, Washam’s reply that it “may possibly be” the traffic & school buses: I have driven that country route many times & after talking to Elida schools, refuse to believe traffic/buses caused the excess drive time. During at least 2 of ****’s excursions spent sitting in van, I know that he was on the phone during much each. He was unsure of tub/shower faucet fix & was having issues with a personal debt. I never asked either tech to dispose of anything. As stated in my original complaint, **** was insistent on taking the Moen box; told me everything I needed was on my table (I now assume the Moen box is where they hid my Moen parts & sink clips, thus the insistence); did not ask to take my boxes for the sink, faucet or RO faucet; & did not take any of the old plumbing. I was justifiably not charged for the tech who came out 13 days later (10 days after I called on the issues) to relocate the RO drain from the potentially hazardous disposal waste line to the correct and “to code” location. That awesome tech also tightened the RO spigot that was loose & scratching the finish on my new expensive sink. It is totally unreasonable to even THINK that a client should need to look up under their sink to check for correct installation. I recently saw water on my countertop drain to under the sink lip, so I used my cell phone to view underneath it & discovered that 8 of the 12 supplied sink clips were not installed & were removed from my home! My original complaint also did not include the 1”+ blob of white caulk & numerous smears on my new quartz counter nor the dishwasher being mounted askew and never tested after they hooked it up. I took care of those issues myself. This was a shoddy job w/excess billing & items stolen from my house! As I paid for everything except some of the stolen items and 1/4 hr of over-billed time, Washam should consider my account paid in full & immediately cease sending me statements.

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

• Initial Complaint

  12/27/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On October 28, 2021 we put a deposit on a Split System. AC/Heat. All materials are on order. On December 24, 2021, our kitchen sink backed up. On December 10, 2021 Washam's had been out to auger our drains. We have not used much water between the dates. I called Washam's to come and unplug the drains. I was told I needed to pay in cash. I said I did not have $200 in cash but could write a check. I was told it needed to be cash. We declined their services. Went to Washam's the morning of December 27, 2021 and ask to cancel the order for the split system and get our $14,000 deposit returned. Words were twisted and it was stated that I "refused to pay for the December 24, 2021 visit, which was a lie. Its a case of he said, she said. So we longer wish to continue doing business with Washam Plumbing and would like our deposit back. We have been a customer of Washam's for over 20 years.

  Business response

  02/16/2022

  BBB TRANSCRIPTION VIA EMAIL FROM THE BUSINESS 2/15/2022 AT 4:12 PM.
  
  Homeowner was sent a refund for the quoted job minus the restocking fee.
  
  ******** ** ****** * *********
  Washam Plumbing Heating & Air Conditioning
  Office Manager
  **** ****** ***
  ****** ** *****
  Phone #: *************
  Fax #: *************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩