1-Star Review -- Bear Plumbing, North Hollywood, CA…read more
Questionable Diagnosis, Poor Customer Service, and a Complete Lack of Accountability
I am extremely disappointed with my experience with Bear Plumbing and would strongly caution other homeowners against using their services, particularly when dealing with home warranty claims.
American Home Shield dispatched Bear Plumbing to diagnose an ongoing issue with our home's sewage sump pump system. Following their visit, Bear Plumbing concluded that the system was malfunctioning due to an obstruction caused by baby wipes. Based on their assessment, American Home Shield denied our warranty claim.
Here's where I have a serious problem with their diagnosis.
Our sump pump tank is buried underground and requires considerable excavation to access and properly inspect. Based on what I observed during their visit, I am confident the technician never performed the necessary work to access the tank's interior.
Rather than accept their findings, I personally excavated the area, exposed the tank, removed the lid, and inspected the system myself.
I found absolutely no baby wipes or other obstructions.
In fact, the pump operates and successfully evacuates the tank. The actual malfunction appears to be an electrical or control-system issue preventing the pump from automatically shutting off when the tank is empty. We have since gotten the system operating again and arranged for another company to evaluate the electrical components.
This raises a legitimate question: How did Bear Plumbing confidently diagnose an obstruction without what I believe was an adequate inspection, especially when my subsequent findings directly contradicted their assessment?
Adding to my frustration, American Home Shield indicated that Bear Plumbing submitted photographs supporting its diagnosis. However, when we requested to review those photographs, American Home Shield refused to provide them. I cannot verify what those photographs depict or whether they substantiate the alleged obstruction.
If photographic evidence was used to deny our warranty claim, why shouldn't the homeowner have an opportunity to review it?
Unfortunately, Bear Plumbing's customer service has been just as disappointing as its diagnosis.
I have contacted the company repeatedly, respectfully requesting to speak with a supervisor, manager, or owner. My intention was never to be confrontational. I simply wanted someone to review the circumstances, explain the original findings, and have an opportunity to correct what I believe was an improper assessment.
Instead, I have received nothing but the runaround.
I was assured that management would be notified and someone would return my call. That never happened. When I followed up two days later, I was told the individual responsible for addressing my concerns had called out sick.
At what point does a company take responsibility for its work and its customers?
Mistakes happen, and I understand that. However, a reputable company should be willing to acknowledge concerns, explain its findings, and make a reasonable effort to resolve disputes.
What frustrates me most is that I made every effort to handle this privately and respectfully before writing this review. Unfortunately, Bear Plumbing has demonstrated little willingness to address my concerns.
This isn't simply about a potentially incorrect diagnosis. It's about an assessment that resulted in denied warranty coverage, a lack of transparency surrounding the alleged evidence, and a company that has repeatedly failed to provide meaningful customer service or accountability.
Based on my experience, I cannot recommend Bear Plumbing. I strongly encourage anyone considering their services to request detailed documentation and seek a second opinion before accepting a diagnosis that could leave them financially responsible for repairs.
Homeowners deserve thorough inspections, accurate assessments, transparency, and accountability. Unfortunately, Bear Plumbing has fallen significantly short of those expectations.
One star. I would not use their services again.