Quality Drain and Plumbing

This company was hired by my Am Home Shield. I did not have a say in it. They came out on a Friday and where supposed to have a camera. They took the job and their camera was "out of commission" so I was told & that it needed to be approved by AHS (which it had been approved). They were there 4 days in a row and the situation only got worse. The male that works as a dispatch (Isaac) is the rudest most unprofessional person I have encountered. I was told by AHS that I had no choice in this company (I complained about the mess they left each time they came to my house, how I was made to wait as well as the fact they waited 5 days before they brought a camera -which they had to get from a different company). I would NEVER EVER recommend this company to anyone! I also question AHS since I am the customer & paid for the contract with them but have no say in the quality of service providers they choose to enter my house.

After the installation of our new wash tub and sub pump was complete, I had nothing but trouble with water all over my basement floor. We've had Quality Drain and Plumbing back out four times to inspect the equipment to find a leak to avail. On the fourth inspection, the employee was so rude and insisted that I was crazy. My daughter posted her review on Facebook to which the owner - who lives out of state and has not contacted me this far - responded.

Owner: Dear Taylor, My name is David the owner of QDP. You are correct we have been out there a couple of times. Every time we have been out there nothing has been leaking. If the pump was cracked it would have a constant leak because their is water that stays in the pump. We checked all connections and there was no water leaking. The pump is in the lowest point and there is water at a higher point on the wall. I have not called your mother back because of how the ladies in the office said she was screaming at them on the phone. We do not respond to this type of communication. What we will do is come out and remove the pump and check the bottom. If it is cracked (which we do not believe it to be) we will have the company who made the pump replace it. If it is not crack will you pay us for our time and believe that the people who have been doing this type of work for 68 year combined may actually know what they were saying? My direct email is [email protected]. I will further the conversation there. Thank you

To which I replied: Dave,

This is Juli Hudson-Eakins I am the client you are speaking about. I was very upset when your representative left Tuesday and I did not handle the conversation with your answering service well, I did however call back Wednesday and expressed my apologies as it was not Rachel's fault. Your rep was very rude, I was simply trying to explain all that had happened and describe in detail what I had been seeing. There is water damage on the paneling behind the wash tub, it is old damage from when the old tub had overflowed several times which is what prompted me to have it all replaced. Your rep suggested it could be rain leakage because the window behind the laundry tub is old. That window is not an outer window, there is a room built on the back of the house with a cement slab under. The damage to the paneling has clearly come from the floor and soaked up about 3 inches, the damage is wide at the base and tapers as it rises up the wall to a point. If the damage was coming from the window, there would be evidence all the way down that wall which there is not. After your rep left, I placed a fan in the basement to dry out the floor, I ran the fan from 4pm Tuesday until 11am Wednesday. The only water remaining was pooled around the pump tank, I went one step further and soaked up the remaining water with towels. I took 3 pictures from different angles to show the entire effected area, there was no water near the wall. I ran a load of laundry and took additional pictures after the first rinse and again when the load was done, each time the puddle spread from the pump outward. In each of the photos, there is no water near the wall although it was headed that way the bigger the pool of water became. You implied in your message that you believe your rep to be right though you have never asked me for my side. You say you won't return my call because I was out of line but it's ok for your reps to be rude to clients. I have had your reps out here 4 times since the tub and pump were installed and not one time did either of your reps take the plumbing apart to attempt to locate the leak. They tightened clamps but never went beyond that to fix the issue. Your first rep told me after the 3rd visit that if it doesn't stop leaking it must be the tank itself but the second rep wouldn't even consider that option. He saw water damage on the paneling, made his assumptions and would consider no alternative even when I explained there was a room behind that window and it couldn't possibly be rain damage. Furthermore, I never had leakage in that area before your reps installed the tub and pump but I am to believe that suddenly my wall has sprung a leak. I was irate when I called, your reps had been out 4 times and had done nothing to determine the origin of the leak. How many clients would put up with such incompetence without losing patience? As the owner of this company, you should always strive to please your client and should always get all sides of a situation before making an assumption about that client. If the client is upset and irate, she may have good reason and if you're not willing to listen to your client what kind of business owner does that make you. I will absolutely be willing to pay for a service call if I am in the wrong but In return I will expect a formal apology if you are in fact the one in error.

It took the owner almost a week to respond and we still have not seen anyone from Quality Drain and Plumbing. Though the guy who came out the first three times was kind and cordial, we have still not received any word from the owner on a date and time to which we are to be seen.