Temi Akalusi
We had a clogged toilet and requested service to fix it. The plumber (Plumber A) came on 11/12 to fix it. There was no leakage prior to him fixing it and when he came over to assess the clogged toilet. He mentioned he will try the least expensive route first to try to unclog the toilet, which he did and said he could not get all the baby wipes. He said his next step would be to use a rod machine which involved uninstalling the toilet, unclogging, and then reinstalling. While he was uninstalling the toilet, he flagged that the toilet was not “flush with the floor” but not an issue right now and we can fix that later since it’s a more expensive issue, but when he is putting the toilet back, he will try to level it out. He fixed the toilet and left. Our downstairs tenant came back from vacation on Nov 19 and alerted us that their closet (beneath the toilet) was leaking through the ceiling. We immediately contacted Rescue Plumbing to let them know and they would need to get someone immediately to assess and fix the issue. They said the following day would be the earliest they could. We agreed but also called ServPro to assess the water and any possible mold damage so we can provide to Rescue Plumbing. What’s important to note is the downstairs tenant previously owned our home for 35 years, and have never had a leakage in all 35 years until RescuePlumbing came to “fix” the toilet. The next day, Plumber A calls me and berates me saying that we are trying to take advantage of the company. I mentioned there was no leakage prior to him fixing the toilet and the only reasonable explanation would be the toilet was not reinstalled properly (back to its original state). He continues to yell on the phone at which point I said I don’t want him coming back and I will call the office to send a different plumber to fix the issue. Meanwhile, the company is still trying to tell us they are not liable and the best they can do is have some come redo the toilet and give us a refund. We deny the refund because we don’t know the extent of the water damage yet. Plumber B (Dex) comes later that night. Takes a look at the toilet and verbally accepts liability for the issue. He also says they run into situations like this from time to time and they have a crew that will fix the ceiling and the soaked carpet in the closet. He reinstalls the toilet and asks me to let him know when he can come back to fix the water damage. We are relieved and then email the company back thanking them for accepting responsibility. The owner (Ben Vance) and another lady email back and say they never accepted responsibility and we are lying. I also have proof (doorbell video and texts) of Dex (Plumber B) stating to let him know when he can come fix the issue and texts of his taking responsibility. I eventually stop emailing the office and continue texting Dex to schedule the repairs. He says they are coming on Xx date to fix it, and should take 2 days. We say okay, we’ll put our tenants in a hotel for those days but we need to be 100% sure that they’re coming. He says yes they’re coming and he will call me the morning of to confirm time. The day comes and he’s just now calling Chicago Water Fire Damage (CWF) company to schedule the appointment. They said they can come that morning to first assess and then fix the issue. I’m thinking they can do everything still in 2 days, but then they tell us Dex only has them doing the demolition and he will figure out the repairs. We then have to extend our tenants hotel stay by one more day. On the 2nd day, still no sign of Dex with the repairs. I call him and ask what’s going on, he says he thought CWF was going to do the repairs. I said we never discussed that. So he said he will get someone to come the next day. The 3rd day, waited the whole day for the repair crew to come, no sign. So I call the number Dex gave me and the guy says he told Dex he was running late with another project and he can’t make it today. PLEASE STAY AWAY FROM THIS COMPANY. I seriously don’t know how they have 5-star ratings. They are rude & unreliable.
