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Business Profile

Plumber

Frank's Mr. Plumber
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BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:11/14/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 October 29th I discovered my basement flooded with water, debris and a foul odor. I called **** ****** on October 30th and technician ****** ****** found a sewer blockage. Technician ***** ******* used a scope and found gravel and a broken trap in the exterior main line leading to my basement. R***** advised I contact the company that worked on the water main line so I called Franks Mr Plumber and spoke with manager Ed R***. Mr R*** denied responsibility, stating the manhole seal was intact during their work. I then had local handyman **** ***** clean and deodorize the flooded area. However the sewer backed up again on November 6th flooding my basement once more. I left a voicemail for Mr R*** but have not received a response. I contacted **** ****** again and Mr R***** confirmed the gravel blockage and advised I contact the company that did the work. On November 7th I reached out to ****** for repairs to the exterior main line,

    Business Response

    Date: 11/18/2024

    Submitted For: ED R***Install ManagerFrank's Mr. Plumber###-###-####In July of this year, Frank’s Mr. Plumber received a work order from our customer – ********* **** ********* *** is an insurance company that has contracted Frank’s Mr. Plumber to perform plumbing services for their clients in the WNY area. On this day their client was “****** *** ****** *******”  We are assuming the complainants name, “****** ******” would be the “******” from our ********* Order of ****** & ****** ******.Our job was to install a water service at ** ****** ***. Below are a few pictures of the project. This was a simple straight forward water line replacement with a relatively shallow dig. Some time after this project was complete, we did get a call from the female homeowner and a **** ****** Plumer who was on site. The **** ****** plumber was on speaker phone and told me he was there for a “ROUTINE FOLLOW-UP PLUMBING INSPECTION” for a clean out which they installed a few years ago.**** ****** Plumber, ****** ******, advised that he had found stones in Clean out pipe he was inspecting. As you can see from the picture this pipe was untouched, and I objected to the possibility that it was even possible that we would let that happen here.The Job performed back in July from the street to the house clearly had the sewer cleanout visible to us and covered with a standard Peterson Cap.I advised the caller our excavation for the water service and Blacktop Repair which we did WOULD NOT, in any way have caused outside debris or rock into the sewer system. It is almost impossible to see that scenario playing out unless maybe there were some sort of  catastrophe around the sewer pipe – which clearly there was not.During that discussion there was absolutely no mention whatsoever about any “Backup or “Broken Trap” from either Austin or The property owner. I ended the call by mentioning that WE DID NOT cause any damage here whatsoever and we have been very receptive to the homeowner thru the home warranty company. We even came back out to replace her blacktop because she was not 100% happy with our first repair attempt.In conclusion, we are very sorry to hear about the issues with the sewer system at ** ****** ****** in Buffalo. There is nothing more frustrating than a backed up or broken sewer.  We  pride ourselves ever day in helping solve those frustrating situations for homeowners all over WNY. In this case, we had nothing to do with this sewer system nor did our water service repair or black top repair add any rock or debris to the system. For any further questions please feel free to call me at any time.Sincerely,Ed R***Install Manager###-###-####

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