Two days ago, I contacted Black Mountain Plumbing to fix a leak in my front yard. My landscaper had dug up the dirt around the pipes were the leak was coming from but could not locate the source of the leak. The receptionist was helpful and suggested I call CPL to find the leak and the call them back to repair it.

That day, Monday 3/4, CPL was out, found the leak, from an L-shaped PVC pipe and said that is what needs to be replaced. I called your company back and they scheduled service the following morning.
The confirmation text said $49 minimum charge and I approved that.

The next day (Tuesday, 3/5), two guys from BMP came out. First thing they said is it will cost me $367 for the two guys out there and they they will have to dig to confirm source of the leak. Huh. I pointed to the L bracket the CPL guy I paid $375 to confirm the leak’s source. Over the next 30 minutes, I checked on the two men from my upper bedroom window, one of whom was on the phone each time I looked. The other man called me outside and said they will do a 4-part repair for an additional $680. I again told them about the L bracket as the leak’s source and why I would need a 4-part repair when replacing one part was what was recommended. They said it is because the leak is under the concrete (by about one foot) and that is their recommendation. They did not offer others. Then, I was told that, since the dirt they had dug up (most of the dirt was already dug up by my landscaper) was wet, they would have to return the following week to infill for an additional $133. I told them no thanks, my landscaper will do the infill next week. I was then told they would not warranty the work then, as the landscaper could damage the repair when filling in the dirt. By this point, I said I did not wish to continue the work and politely sent them home. To my shame, I paid them the $367 for, I guess, having one of them dig up some dirt.

I sent a text to the number confirming the appointment and expressed my frustration at the lack of pricing discussion with me prior to this service. I also stated that your company has done a considerable amount of work for me as I have owned this home for 16 years. That message was sent at 11am yesterday and read about a minute later. All afternoon, I expected a call back, but instead kept getting automated requests for service reviews. Naturally, I wasn’t giving you 5 stars.

This morning, I decided to call your office so that I could discuss my long history with your company and whether a better solution might be reached to resolve my leak. I asked to speak to a manager, at 9am. An hour and a half later, I still have not heard from anyone. As someone who has managed multiple businesses, I can assure you that I would never refuse an opportunity to discuss a concern from a customer. I do hope this message finds its way to someone there able to discuss my concerns.

Brendan Ruff
858. 752. 2724