Hope Plumbing complaints

Company states; Mrs. Koons called us to come to her home for a toilet that wouldn't flush. Our technician was dispatched on 10/3/2023 and evaluated the concern with the toilet (please see attachment A). During his visit, it was not possible to restore flow to the toilet due to roots being in the mainline and so we scheduled her for a mainline cleaning to see if that would resolve the issue. Our technician was there for 2.25 hours and Mrs. Koons paid $236.35 for this service visit. Our drain technician was dispatched on 10/4/2023 and attempted to clean the mainline but incurred a hard blockage and was unable to get past it. As a result, the next step is to have our sewer specialist come and camara the line in an attempt to visualize the blockage. He also noted multiple other issues with Mrs. Koons plumbing including a leak at the water meter pit and the customer was advised to call the utility company to address this. Our technician was at her home for 2.25 hours and there was no charge to Mrs. Koons for this visit. Please see attachment B. On 10/5/2023, our sewer specialist was dispatched to Mrs. Koons home. She ran her camera through the line and discovered multiple large root intrusions and cracks in her mainline. She put together multiple estimates to address these issues and Mrs. Koon chose to move forward with an estimate that totaled $14,965.05 and chose to finance this through a finance company called Service Finance that we partner with. Our sewer specialist was there for 2.5 hours and there was no charge for this visit. Please see attachments C & D. There were 2 parts to the work needing to be done. The first part was initiated on 10/9/2023 to address the work to be done inside the home per the estimate. This was a multi-day job and was completed on 10/16/2023. Please see attachment E for the invoice which totaled $6,485.99. The second part of the work needing to be done was initiated on 10/10/2023 to address the excavation work to be done on the outside of the home. This work was completed the same day. Please see attachment F for the invoice which totaled $7,825.41. We returned on 10/17/2023 to finalize the project and reset the original toilet that was pulled on our first visit and discovered that it was still not flushing properly. Our sewer specialist then went back to the home and determined that the excavation work that was done corrected the severe issues that were in her mainline, but there was still work to be done on the drain for the original clogged toilet. Please see attachment G. At this point, our sewer specialist reached out to Mrs. Koons to create a final resolution. Mrs. Koons was upset and frustrated and began refusing to take our calls or when she did, became belligerent and threatening. We attempted many times to reach out to her to do what we could to make this right, but she would not allow us to do anything more. Mrs. Koons never approved the charges with Service Finance for the work that was done for $14,311.40 and therefore, she has not paid that amount, nor have we received anything other than the initial $236.35 from our first visit. Mrs. Koons home has many issues, and we were addressing them one by one in an attempt to get the toilet to flush. Ultimately, the work we did added value to the home and was necessary for a final resolution, but she did not give us the opportunity to complete the work. Anyone who now comes in to work on the toilet and is successful in their efforts will largely be due to the work that we did to open up her system. That said, we do not intend to pursue collecting the balance due from Mrs. Koons. Best regards, Controller

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