Gauthier Plumbing, Hamilton, ON

I am Thomas Gauthier, owner, contractor and Master Plumber for Gauthier & Son Plumbing Ltd. I have been in communication with Ashley Wood since July 30th 2021 at 5:00pm texting back and forth trying to help. In order to help her I suggested that she could buy an accordion plunger. I did not hear from her for two days. I assumed her problem was solved. The last text she sent before she decided to bring us in was at 5:48pm Thursday August 5th, 2021. This was for us to go the location on the 6th of August 2021 at 9:00am. I then explained through text message that the cost was $295 for snaking the toilet all costs included (tax & service charge). On Friday August 6th 2021 at 9:00 a.m. Myself and my apprentice headed to the service call from Ashely Wood requesting our assistance in clearing a plugged toilet. When we arrived at the house we were told it was downstairs and that the young man in the basement would show us. We continued downstairs to check the situation and found the toilet was plugged with wet wipes. We used an expanding toilet auger to get beyond the toilet and down the drain. We pulled wet wipes out of the toilet. After attempting to auger the toilet, it was determined that the plug was not in the toilet, but in the main drain. I advised the young man that the toilet had to be pulled so that we could snake the main drain and video to ensure everything was cleared and working properly. We advised them of the cost for the extended work that had nothing to do with the toilet because it was beyond the fixture and had plugged the main drain. They told us to leave and also told us we did nothing. After we packed up our tools and were ready to leave the job we had another man come out to speak with us. He was very hostile, insulting us and calling us scammers & frauds. We have no way of knowing the relationship this person had with anybody in the house as he wasn’t seen or heard from while the service call was taking place. We were called there under the impression it was only the toilet that was plugged. We tried to clean the toilet, which proved to be impossible without removal which the customer refused. I have texts to authenticate all communications between Ashley Wood and myself. I had given an approximate cost of $295 and that was merely to snake the toilet & nothing else. The customer provided inaccurate information, not informing us that wipes were frequently flushed down the toilet. At that point augering the toilet would not have been attempted. Before attending the service call the price was stated along with what work the cost covers (Snaking the toilet). We offered her cost effective solutions she could do herself before attending the service call as well as attempting to solve her issue while at her home. This was refused and is out of our control. These are a copy of the text messages exchanged between Ashley Wood and myself from August 5th to August 6th 2021. Thursday August 5th 2021 Ashley Wood: Hi i need to make an appointment for a plumber. If possible can you tell me price G.P: Do you want the price for what let me know what you need done send a picture of what you need done and I can tell you thanks for the inquiry Ashley Wood: I sent the picture last time. Remember over the long weekend. G.P: I don't keep pictures you have to resend them sorry Ashley Wood: I bought the plunger and worked one day and back to same thing it is for my toilet. Oh ok. G.P: Oh I remember you I told you to plunge and you can get it so you're looking to replace the toilet if that's the case let me know Ashley Wood: Yes G.P: Are you looking for right height toilet I just have to know because it's different prices I can't tell you how much the whole thing is Ashley Wood: No not replace toilet it is clogged i dont own the house im just a renter. The shower is clogged it has water in it. As well like in the pipe its not emptying all the way. I just would like you to unclog this toilet. G.P: When you flush the toilet does a back up into the shower & what street do you live on Ashley Wood: Yea like i quess you would call it that i see water in the drain of the shower and the last time i was using the plunger i heard bubble popping from the shower. But there is no standing water on the floor of the shower only in the pipes. Or drain. G.P: There's always water in the part you look down if there's water above that where you step then the toilet is backing up into it if that is not the case then we only have to clear the toilet but if that's not the case it's the main drain below that the problem is which could be tree roots or anything so it's hard to say exactly what the cost would be because you would hold us to it and won't know until we get there to investigate and then we can determine what we have to do Ashley Wood: Ok then that is not the case G.P: OK now that we've got that settled we have to come out and snake the toilet or maybe you left it to see if somethings in the bowl and see if we can remove it so the cost to do that is roughly $295 dollars Ashley Wood: Ok, Can you come Or send someone my address is ______________ G.P: Tomorrow morning 830 Friday August 6th 2021 Ashley Wood: Can you let plumber know it’s side door G.P: Yes, We got detained a little on the link it's a massive we're just trying to negotiate to get around it Ashley Wood: You never gave us a reciept, I want one, I need it. Its funny the new plumber here said your a fraud and to take you to small claims court. Im giving one hour to send me reciept or ill. Be taking necessary steps i have you on camera and i have a voice audio recording a d text messages. G.P: We have your number and street you're on I need your name and postal code so the office can mail you a receipt for what was doneListen I have no idea why you're threatening and there's no need I've already told you I asked your name and postal code so I can send the office can send it to you so you're not getting it today you're getting into the first week but you're gonna be getting it if anybody else wants to know that you spent money have him call me I'll be happy to explain what the situation is what the problem is sure what's up have a nice day bye Ashley Wood: There aint no situation im taking it to small claims the new plumber said he absolutely don't work like you. Your a fraud any how you can take a picture and send me a reciept .. L8s2a2. And like i said i have watched my video surveillance i have all proof i need. And the new plumber watchesd what your scam artist ass did you should be a damn shame of your self . and the new professional plumber is willing to go to court against you cause she stated you came here and took advantage of us .. Dont worry we will see you in court.. Have a great day