Nicholas W.
04/08/2018 12:00:00 SA
We are the type of people who like to ensure that area businesses are patronized, thereby retaining money in our community, so, we always contact area businesses/contractors no matter our needs or the size of the project. In this instance, and being totally fair, we want to describe our description of work we wanted to be done, how it was addressed, and our experience with this company.
Last year we needed to replace an exterior ejector/sump pump, rod, and clear exterior run-off/rainwater pipes and have a first-floor toilet replaced. We called Pittman, which is located less than a mile from us. We made an appointment after explaining our needs. They called to confirm the appointment, arrived promptly and reviewed our job. A gentleman who identified himself as a partner in their family-owned business provided us an estimate including the service charge. We had already purchased the ejector/sump pump and the Kohler toilet that we wanted to be installed and asked them to use those products/materials. However, in adding the rodding job we realized that either he was joking or simply didn't want to do the work by making the charge entirely too high - by hundreds of dollars. As for the toilet - we didn't have much of a choice since it would create a hardship not having a bathroom available for use. After finishing the job we asked why their prices were so high. The gentlemen actually laughed while suggesting that if we wanted less than quality work we could pay less.
Several weeks later, we discovered we had a clog in our upstairs bathroom drain, which stopped the vanity and the tub. We called Pittman, told them the problem and they dispatched a crew. We explained to them that we also wanted to have a new Kohler tub drain assembly installed since the original one had already been removed. They removed the clog in a matter of minutes, using an air pressure device and cleared some debris from the p-trap under the vanity. I reminded him about the tub drain assembly to which the gentleman replied that I had the wrong part(s), that it could not be installed and to call him when I actually knew what I was talking about. His manner was condescending and dismissive even as he suggested that he was willing to drop the service charge associated with the visit. I asked him to reconsider installing the device since I was certain that I had ordered the correct part(s) assembly. He declined. We paid them, and they left. I ended up installing the device myself within an hour, thereby concluding that either he didn't know what he was talking about or, once again, he simply didn't want to do the job.
Fast forward to one week ago. A property we owned required the unstopping of a tub drain. We called Pittman, set up an appointment, explained our needs, and met them the next day on the job site. The crew examined the situation but were ultimately unsuccessful after working on it for just over an hour. One of the gentlemen explained that the configuration of the pipes, trap, and drain prevented them from clearing the blockage using conventional means. He stated that he wasn't sure, but believed that the only way he could clear the pipe was to cut the wall of an adjacent bedroom, the floor and the kitchen ceiling beneath the bathroom in order to access the pipes, remove and replace them - all without guarantee of success and adding that they would not be responsible for replacing or repairing the damage done as a result of their work.
We were stunned. but accepted that the work would have to be done.
He sketched out several confusing diagrams to explain his assessment and how it could be fixed. He also included an estimated price/cost - a very high one ($1300.00 to $1500.00) for the job alone. We greenlighted the job provided that he would present us with a formal/detailed proposal. He responded that the document would be ready by that evening of the next day but he would not be able to start work until two days later. We asked how he would be able to properly convey an accurate description of the problem/solution to his co-worker without him seeing the job. He claimed it wouldn't be a problem.
We were not contacted as promised, no email or message was sent. We called Pittman's offices. They claimed not to know about the project, would search it out and call back. They did not and they still have not reached out to us.
The least they could have done is told us they did not want to do the job - for whatever reason. They are very unprofessional in that regard, even if you are a repeat customer. Not being direct and honest with a customer is not the way to go.
As an aside, we found another contractor - outside the neighborhood - who determined that the job could be done for over $500.00 dollars less and retains references/contact with contractors who assess and repair damages resulting from their work. They promptly provided a detailed assessment and estimate, to begin work almost immediately.
Draw your own conclusions!
