Durham plumber resolves consumer complaint

Durham plumber resolves consumer complaint

Member Complaint

I called Acme Plumbing of Durham, N.C., to repair pipes that had broken after freezing.

The technician said he would have to go into my crawl space to check for the damage, and wanted to charge me $129.

Instead, he showed me how to warm-wrap my hot water pipes with heat tape and charged $69 for the service call. After I warmed all the pipes, the water still wouldn’t work.

I called Acme back to have them reinvestigate, and they wanted to charge me an additional $149. The first agent didn’t fix the problem, yet they wouldn’t reimburse me for the initial $69 payment.

Another service provider diagnosed the problem, which involved a portion of pipe at the front of the house. The water was back on within 10 minutes.

I would like a $69 refund, since I had to pay someone else to fix the problem the same day.

Katina West, Durham

Provider Response

Acme was called to help a customer who had no water. We quoted a trip charge/service fee of $69, plus the cost of repairs.

We arrived to find the home’s heating system out and kerosene heaters being used to warm the interior. We diagnosed the problem as a frozen water pipe and quoted $147 to resolve the issue.

She declined the repair due to the cost. We advised her how she could thaw the pipe herself before she paid the $69, and we were dismissed.

She called again and didn’t understand why she should have to pay a second trip charge, in this case $149, as it was after hours.

Our company’s owner called to address her concerns, but was unwilling to send the on-call tech to her home for no additional charge. We take our customers’ concerns very seriously and appreciate this opportunity to share our side of the story.

Lee Ann Tilley, owner



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Our Angie’s List complaint resolution team attempts to resolve disputes between members and service providers. During this process, three outcomes can happen: Penalty Box, Resolved or Stalemate. Companies that don’t respond to a member’s complaint will be placed in the Penalty Box until they respond. A case becomes Resolved if a company addresses the complaint to the member’s satisfaction, or it becomes a Stalemate if the provider responds, but the company and the member can’t reach an agreement. Find out more about the Complaint Resolution Process.

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