ComplaintsforWilliams Plumbing and Drain Service, Inc.

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Please refer to earlier review. To recap AGAIN. I had Williams plumbing come out due to a water line break in my basement. I also had a gas leak detected by ONG. I had my lines tested and agreed upon repair of both gas and water lines as follows. Gas would be supplied to stove, hot water heater, drier, and living room heater. In fact gas is supplied to hot water tank which does not work and the stove which is not turned on. The gas line to the floor furnace was fixed. The floor furnace is not in use it is an original ***************** floor furnace and cannot be used. There is no gas to the drier or to the heater in the living room. As for the water....I have water supply to my outside faucet period. I have had them come out and was told I needed new fixtures. All fixtures worked prior to the repair. The line that was fixed could have been done at a later time. I asked if they were going to back flush the lines due to having galvanized pipes. The technician had no idea what I was talking about. I feel he worked his allotted time and left. leaving me without a running toilet or faucet in bathroom and kitchen. He said that he thought that pipe supplied the bathroom but apparently old houses are plumbed differently. The house is almost a 100 years old but as a plumber you should know what you are working on. I am still without water . I made a complaint with the company and was given a ****** estimate to fix what was wrong. I am wanting to have completed the work I agreed to and paid for. I physically could not go down in the basement to look at what they were doing and trusted them to do what was agreed on. I live alone and depend on people being trustworthy. I spent almost $6000 and have no more than before the "fixed" everything.

  

  Business response

  08/15/2024

  We spoke with ******* and sent tech back out to check our work. The estimate states that we will repair the broken water line and give estimates for any other repairs needed. We repaired the broken line that feeds the outside faucet. When we turned the water on there were multiple other leaks. We talked with ******* and gave her an estimate for the other repairs needed but she declined the work. She said she just wants her water on. We told her we could cap the leaking lines at no other charge and she agreed. Also, on the estimate it says since she has galvanized lines it will stop up her faucets and there will be additional charges to clean faucets. She declined that also. The repipe estimate she declined would fix all these problems.
  
   
  
  The gas is the same situation. She wanted the gas on but did not accept the repipe estimate. So we capped the leaking lines which she wanted us to do so it would pass the city inspection. To repair all the leaking gas lines would cost more than the gas repipe. ******* was happy the day of the work because we were able to get the water and gas on at no other charge. We tried to do all the work she is calling in about the day we were there but she declined all of it.
  
   
  
   
  
  *******************************
  Call Center Manager

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This relates to issues with water intrusion following the installation of a new water main line Williams installed in our home in January 2022. Williams failed to seal the entry point of the line into our home, which ultimately allowed water to enter through the *** pipe in which the water line sits. Water would only enter the home during or shortly after a heavy rain through the unsealed pipe and onto the floor of a basement closet where the line entry is found. This was not discovered until late 2023. After discovering the water, we contacted Williams to send someone out due to the water coming from the site of its previous work. Despite their negligence, Williams would not waive the service fee nor come out immediately. We contacted ****** Plumbing, and on September 25th, ****** examined the water line entry point and saw that it was not properly sealed. Due to the dirt stains on the wall, it was surmised that the *** pipe was not sealed on the side of the line. On September 26th, ****** dug down to the water service line and confirmed that the line was not sealed on either side. Thus, groundwater was entering the pipe, traveling down the line and then entering our home. ****** sealed both sides of the water line, as should have been done originally, for a cost of $250. We properly mitigated our damages by ensuring there would be no further water intrusion.We have incurred costs to repair and complete the job that was not performed properly in January 2022. Williams has not addressed our complaint and instead relies on a 90 day warranty. Oklahoma has a 2 year statute of limitations on negligent work that is not altered by a company having a shorter warranty. The failure to seal the line was negligent and resulted in damage to our property and the expense of having their earlier work corrected.

  

  Business response

  04/25/2024

  We at Williams Plumbing take our customer satisfaction very serious. We have looked into this situation and found that all work was done to International Plumbing safety standards and was inspected by a city inspector and that inspection passed. All work was performed as should have been done and pictures sent by customer shows line was sealed while it was leaking. Williams Plumbing warranties their work for 90 days. However we have been out to this property many time between the date of January 2022 and September 2023 and nothing was ever mention or brought up about any leak. Unfortunately if the seal had failed it was after the well after the warranty period. We are very sorry that you had this problem but it was well out of the warranty period and was done properly. 

  Customer response

  05/13/2024

  The automated message notifying me of a response was delivered into spam and I did not see it within the 10 days. Please note, if possible, that I was not satisfied with the business' response. The response of the business is factually inaccurate as we did contact Williams in September 2023 when the leak was discovered. Further, the line was not sealed, particularly on the exterior side, which allowed the water to enter the home. This was confirmed when a new plumbing service dug down to the line and noted the absence of sealing around the line's entry point into the *** pipe and home. Photographs of this were previously provided to the business. 

  It is unfortunate that Williams chooses to rely on its claimed 90 day warranty when the work was buried underground such that the lack of sealing could not be discovered until water entered the living spaces and after the damage was done. 

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid for them to come out for a backed up drain..they charged me $160 but the issue was not resolved when the technician left. They called me to ask if I was satisfied with the service I said no. I explained that the problem was not resolved. They told me to pay an additional $89 for a tech to come back out. Poor customer satisfaction. They stole my money and the issue was not resolved.

  

  Business response

  01/18/2024

  We hate to hear this customer is still experiencing a problem with her drain. Our drain technician went out on November 29. At the time he completed the job that day, he noted that he had pulled roots and wipes out of the line but that it was unclogged. He did not warranty the line due to pulling back roots. He did recommend a camera be run to determine the full scope of what was going on in the line so we could present a more permanent solution. However, the customer declined at that time.

  We did not hear anything back from the customer until December 8 when we reached back out to her to confirm everything was working well. That was the first time we heard the line was still backed up. We explained to her why we wouldn't come back out for free (under the warranty) but that we were willing to come back out under a new service charge which she declined. She also disputed that our tech had pulled back roots and wipes (which we have pictures of) and insisted he never mentioned a camera. 

  We certainly understand the frustration of having a line back up again so soon, but since she disputed our findings and declined the options we gave her, there was nothing more we could do.

• Initial Complaint

  02/13/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I requested service to fix a shower faucet. The plumber essentially fixed the issue, but the handles are so ridiculously tight, I cannot turn the water on or off. For days I have attempted to reach management to rectify this issue, but they are refusing to take my calls or call me back.

  

  Business response

  02/23/2023

  Business Response /* (1000, 5, 2023/02/14) */ Our tech was first out to make a repair on Feb 7. Mr **** did make multiple calls to our office. Even though our management wasn't available that week, he was advised the work was under warranty and that we would be happy to send our tech back out at no charge. Initially he refused, but eventually agreed and our tech went back out Feb 10. One of our managers did call on Feb 13 to speak with Mr. **** and he said everything was now resolved. Consumer Response /* (2000, 8, 2023/02/15) */ Hello Paula, I would like to withdraw my complaint. The matter with Williams plumbing has been sufficiently resolved at this time. ***** ****

• Initial Complaint

  10/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On or around September 30, 2021, I sought plumbing services through Williams Plumbing for the installation of a kitchen sink and garbage disposal. At the time the service event concluded, it appeared that all installations were appropriate and that all pipes, hoses, and valves that the plumber worked on as a consequence of installing the appliances were in good working order. On October 4, 2022, I noticed that water was profusely leaking under my kitchen sink. In inspecting the problem, I noticed that two pipes broke away from one another which are supposed to be adjoined. In taking steps to remediate the problem myself, I immediately contacted a family friend who is a plumber, who ultimately diagnosed the problem as two pipes that were never adjoined using any form of adjoining apparatus. In learning this, I contacted Williams Plumbing to advise them of the faulty sink and garbage disposal installation. I made clear to Williams that it was not an issue of normal wear-and-tear, but rather, a problem of negligent craftsmanship at the time the installations took place on September 30, 2021. In sum of my discussions with Williams, Williams refused to assess the issue without charging a "trip visit" fee and costs for parts. Williams further refused to accept fault for the issue they caused. Therefore, Williams constructively and directly refuses to engage my consumer complaint in good faith. Given that Williams refuses to honor certain guarantees and warranties made to me for consideration given and those backed by applicable law, I am requesting a refund for all or part of the costs associated with the installation of the kitchen sink and garbage disposal.

  

  Business response

  01/04/2023

  Business Response /* (1000, 5, 2022/10/12) */ Per our phone discussion with Mr. ******, Williams does warranty our work, but not for the length of time which passed between when we were out in September 2021 and when we were notified of the issue in October 2022. If work was done incorrectly, we expect it to become noticeable sooner than that. We cannot be responsible for plumbing issues that are over a year old because so much else can happen to cause a problem in that length of time. We did offer to come out and inspect the sink and disposal for any additional repair, but we do have to charge for that service and Mr. ****** declined.

• Initial Complaint

  06/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 10th we hired Williams plumbing to replace 2 toilets in our home .We paid $1309.00 the day they did the work .It is now June 27th and one of the toilets is leaking around the bottom. We called Williams plumbing and were informed that they only warranty their work for 90 days. We are aware this is probably related to inaccurately seating the wax ring and an easy fix. But as we are elderly we cannot do it ourselves. A properly placed wax ring should last many years, not 4 months. We feel Williams plumbing should acknowledge that if the work had been done correctly there would not be a leak and should fix it correctly at no additional charge.

  

  Business response

  08/03/2022

  Business Response /* (1000, 5, 2022/07/05) */ After reviewing this as a management team we decided to have our service manager fix the toilet for Mrs. *****. Even though the work was outside of our warranty date for repairs, our service manager called Mrs. ***** to look at the problem so that we could resolve it. Before the scheduled appointment time, she contacted another company to fix it. Mrs. ***** was belligerent and swore at our call center staff and seemed unwilling to work with us to truly resolve the issue. Consumer Response /* (3000, 7, 2022/07/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I called the company on June 27th to inform them the toilet was leaking at the wax ring. They said they would not be responsible for fixing it since it they had only a 90 day warranty on their work but would have a manager call me. I was of course very upset but don't feel I was belligerent and the extent of cussing was to say the word Damn. The toilet they replaced leaked at the wax ring in just 120 days. I did not receive a call until JUly 1st. This company called us on Friday July 1st and scheduled an appointment for Tuesday July 5th. Said they would come and assess the problem. If they found they did not set the toilet correctly they would schedule someone to come out and replace the wax ring. This appointment is 10 days after the leak started and the amount of water leaking was increasing daily. We could not wait for them to assess it and then even longer for an appointment for a repair. It was leaking so bad by Saturday July 2nd that we simply could not wait any longer and risk permanent damage to our floors. We called another company. They were there 2 hours later and replaced the the wax ring for $150.00 and that resolved the leak. I feel they should be responsible for that extra bill Business Response /* (4000, 9, 2022/07/15) */ All of our calls are recorded. After listening to the initial call the customer had with our call center agent, I can confirm that the customer did get belligerent with our agent after being informed of our warranty policy. She threatened to go to the BBB if we did not handle things the way she wanted and swore at our agent. Our agent remained calm throughout the call and advised the customer that she could send this to our management team for review since the customer wasn't happy with what she was being told. Our service manager (who had been out of town the week prior) called the customer on July 1 to schedule a time to come out and look at the work that was done. He asked her when would be a good time and she said she was headed out of town so Tuesday, July 6 would be best. Our manager could have been out there same day (July 1) but was working with the customer's schedule. Consumer Response /* (4200, 11, 2022/07/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) please note my previous reply Yes I was very upset but not belligerent and saying I was going to the better business bureau was not a threat it was a promise and exactly what I did. In the last response from williams note he said the manager was out of town the week prior called a week after and that he called to make an appointment to come out on the Friday 1st and see the work previously done. No offer was ever made to come that day and I did not go out of town that weekend. The soonest appointment because of the holiday weekend was Tuesday July 5th not 6th as he stated We had the leak repaired on Saturday 2nd by another company as we felt the amount of water on the floor might damage it. Saying I was belligerent or cussed or threatened them with the BBB is no excuse for such shoddy work. They should have had someone out there immediately. A plumbing company that cannot correctly set a wax ring should not be in business. If an employee of theres does such a poor job they should live up to the trust a customer placed in them and fix it right and in a timely manner

*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. ↩