All Star Plumbing

Initial Business Response /* (1000, 9, 2015/01/16) */
January 15,
To Revdex.com,
*** ***
Case # XXXXXXXX ** ***
Thanks for taking the time to read this letterThis is the response to the complaint filed against All Star Plumbing dated 1/7/Case XXXXXXXX
On
January the 3th, we were called by ** to come out and to clear a main line that was cloggedOur technician, *** *** was one of the first respondersAfter an hour or so I received a call from *** stating he was having trouble clearing the line so I went over to the house to helpThe main line was NOT clearing from traditional methods and we suggested that ** remove what is called a "vent trap" from the curb and install a "way clean out" in place of the trapThis is a VERY common practice here in FresnoI informed ** that the cost of this procedure is usually and I verbally told ** thisShe was insisting that it was the cities problem and was making calls to them while we waitedAs a courtesy to her and her elderly mother, and the fact we have been there for hours and I did not want to just "walk away" we lowered the price for her to and she reluctantly agreed insisting that the city was responsible, but to go ahead and start
We started on Sunday the 4th; we did NOT charge her extra for Sunday workWe wanted to get her up and runningWe called in our digging crew to dig up the vent trap and prepare for the new wayThis would allow access to the blocked pipe as well as prepare the site for the new wayAs of now there is myself, *** and diggers on siteWe have been there over hoursOnce the hole was dug, *** and I proceeded to start clearing the lineIt would not clearWe used all snakes on the truck to no successThen I asked *** to get out hydro jetterThis machine uses 2000-PSI water to clear the lineAfter hours and using EVERY TOOL ON OUR TRUCKThe line clearedThen we ran our camera down the line and discovered that there was a broken snake cable in the pipe that has been there for a long timeI shoed this to **The calcium deposits on the snake and the fact that we spent hours trying to clear the line proves that it was not our snakeOur snakes also are not broken off and we can prove that as wellI don't know why ** thinks it's our snake that brokeI never heard her say thatWe showed her the camera and she saw the old cable in the lineIn her letter you see scam, ripped off and other terms of bad will and its hurtful to say the leastIt makes no sense to usWe never heard a peep from anyone, especially **, of any dissatisfactionWe also do not rip off or scam our clientsI have over 10,clients and this is the first complaint to the Revdex.com and I am shocked
Once we discovered the problem, we spent over an hour calling city officials to come remove the broken snake from the lineWe did not have to do thisNo plumbing company would take the time to get the city to come over and basically take work away from them, but we did, we spent the time to help ** and her familyThis is good for **, since the snake was in the cities main line as well as hersWe could have said its her problem and charged more but why? Even though the city states that the pipe from the street to her house is her responsibilityI thought I was helping her by calling the city to get the snake cable outI was not aware she was calling everyone as well to try to deflect the already low fees we were chargingI finally located someone from the cityThey said they would get the cable out and call me when it was outI did have an appointment set with ** for the next day but I called her to move it since the city was going to handle itShe must have forgotThe city then informed me I would receive a call when it was outAlso, keep in mind; at this point we never received a call of dissatisfaction form **, no emails, or texts or any sign that she or her family was unhappy in any wayAs far as we knew things were good
Now the permit issueNeither *** nor myself knew that we needed and "encroachment permit" for this type of repairThis was a simple mistake that neither of us knew we needed since the repair was on private property, so we thoughtAgain, our mistake, and it will not happen againThe fee for the permit was 195.00, which we paid for, and DID NOT forward that cost to **I told ** since we made that mistake we would cover the cost of the permitAgain, no complaints from **, no calls nothingEverything is still good so we thought
The city did take a long time to contact us but we did get a call from ** telling me that the cable was out and we can fill the holeI came out that same day, covered the hole and got the permit signed offEverything passed and the repair was doneAgain, no complaints from ** and as far as I knew she was happyAfter the job was completed I collected the balance from **, again no complaints or request for a refund, and she paid us and that was itInfact I was playing with her nephew and talking to her mom and as far as I can tell all was goodNow, I will admit we made a mistake not knowing we needed that permit and we may have taken longer to finish the job, but we saved ** thousands by having the city take out that cableBy involving the city, any customer knows that it takes timeI wanted to add that ** was complaining to the inspector about the on the day of the final inspection as well
All Star plumbing, we feel, went above and beyond the call of duty for the price and labor performedI was told plumbers before us failedWe fixed the problem, permanently I might add, gave her a great price and she has a year warranty
And through the whole process we never heard a single complaint of any kind from **That's why we are shockedI am sorry about all of this and we want nothing more than to make this rightPlease let us know what we need to do to make everything ok
We have witnesses to the entire ordeal including the City of Fresno Inspector that will come in and make a statement corroborating this letter
Thank you very much and please let me know how we can assist further in this matter
***
All Star Plumbing

I had them fix a faucet outside. I did all the digging, had the faucet exposed and all they had to do was remove 1 part, then replace a shut off valve between 2 lines and screw on the faucet. $410.00!!! Rip off. I will never use them again.