Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 22, 2023 I contacted Upchurch Plumbing and stated that my laundry line was backed up on the inside and isolated, when the tech arrived they did not open up the line to established that the back up started outside. They said they would have to rod out from the inside. They simply provided a quote to do the work, they I told them about needed a countertop and a pvc pipe removed. Had they stated that it needed to be rodded from the outside I would have paid them for the work. Then yesterday I contacted Church because my toilet was backing up after taking a shower. Two different techs came out and the first thing they did was opened the outside access and determined that there was a backup and would require rodding out to the street. I inform tech that this was unfair charge because I had two tech come out prior that never even opened the drain to determine the backup was at the street. I would like a refund of the first estimate because it they didn't even fully provide the same service. I even explain to the tech their process of elimination didn't even make sense. They stated they would rod the pipe to clear it then charge another fee to run a camera through to determine if it was blocked due tree or man error. So I paid to long distance drive fees that should have only been one fee if the first technician followed the same process as the second. Thirdly, this is the third time a tech has been out to my home and this could have been diagnosed the very first time a technician arrived as I stated the drain was not working.

  

  Business Response

  Date: 04/07/2023

  Upchurch was called out on January 27th to look at lowering waterlines and relplaceing the waterlines for the kitchen sink.  We let the customer know that there was a $129 service charge to come out and quote this work, which they agreed to.  When we arrived, we were also told about a laundry drain that was not draining properly.  We quoted all three items and were told that they did not want to proceed with the work.  We only charged the service fee.  On March 22nd we were called out for a tub drain backing up. Again, we discussed the service fee of $129 to which they agreed.  When we arrived, we investigated what needed to be done and gave a price to do the work.  We were told not to proceed with any work and only collected the service fee.  I have attached both invoices from these two trips. 

  Customer Answer

  Date: 04/20/2023

   
  Complaint: 19640071
  
  I am rejecting this response because:

  Yes, i was told about the service charge on both occasions.  I am not disputing the service charge. What im disputing is the disparty in the scope of services performedby the technicians. Whej the second technicans arrived thr immediately open the drain an diagnosed the problem. If the first technicians would have did that when i discussed the **************** the very first time i would have gotten the work fixed. If this is the resolution I will be sure to discontinuing services with Upchurch, I will notify the military families in the area that I communicate as well about my experience as a customer. 

  Respectfully,

  
  *********************

  

  Business Response

  Date: 05/03/2023

  We feel like we diagnosed and responded to the issues that the custmer had at the time we were onsite.  We did not do any service other than a diagnoses.  This diagnoses was based on the information we recieved. 

  Respectfully,

  Upchurch Services