Misdiagnosed toilet issue cost me thousands of dollars
I don't like to write a bad review, but this company misdiagnosed my toilet leakage problem, and merely replaced a gasket when the issue was much bigger. The toilet overflowed a few weeks later and caused me thousands of dollars in damage. When I asked them to come have another look they said if they did, they would be charging me a thousand dollars more. I will not use this company again.
- Approximate cost of services:
- $1,000.00
- Company Response
Thank you for your feedback. Let’s take a step back to when I came to service your home two months ago.
When I arrived to diagnose the leak, I found that your upstairs toilet was leaking through the ceiling when flushed. I created an opening in the ceiling to identify the source, and there was no mention of a drain backup at that time. To resolve the issue, I re-sealed your toilet to the floor with new gaskets, replaced the shutoff valve and supply line (at no charge), and tested the toilet multiple times to ensure it was working properly—without any leaks. We both witnessed and agreed that the issue was resolved, which I have documented.
While your home presented significant cleanliness challenges—including a strong odor, cat feces on the floor, and flies lining the walls (which you mentioned led to an exterminator visit)—I still proceeded to help, covering your floors, cleaning, and vacuuming the areas I worked on to leave them spotless.
The toilet has been functioning fine for two months until recently when you contacted me at 1:30 AM, calling it an emergency. You indicated it was a “drainage issue” and I agreed to inspect the problem. However, it’s important to clarify that a clog in the drain, which is a separate issue from re-sealing the toilet, cannot be blamed on my prior work. A camera inspection and drain clearing service, which I offered, comes at a charge of $800—not “thousands.”
It’s unfair to hold me responsible for issues related to the drains, as I have no control over what may have caused a clog. I strive to provide excellent service and stand by my work, but this issue falls outside of my control.
I wish you the best in resolving this, and I hope the rest of your holiday season is pleasant. Merry Christmas and Happy New Year.