Failed Diagnosis, No Follow-Up, and Complete Lack of Accountability
Melton Plumbing was dispatched through American Home Shield to address a major plumbing issue at my property. The problem was simple to describe but serious in impact: the main drain line from the basement to the street was clogged, backing up, and flooding two connected units.
Before the technician arrived, I made sure detailed notes were provided to the dispatcher explaining the issue. When the plumber arrived, he did not review those notes, did not listen to my explanation, and did not take the time to inspect the line properly. He did not snake the drain, test the flow, or check for blockage. He looked at the cleanout, put the cap back on, and said everything was fine. He then left without resolving anything.
His report stated there was "no mechanical failure" and that "everything worked fine." This was completely inaccurate. The only reason the line seemed empty was because it had already drained out from the last flooding event. The real issue was that the line from the property to the street was obstructed, which would inevitably cause another backup.
I immediately called Melton Plumbing after the visit on Friday and requested a call back for Monday to have the issue corrected. No one ever called. During my chat with American Home Shield, their representative said they would send an email to Melton Plumbing to follow up. That contact never happened either. Neither the technician nor the company made any effort to follow up, inspect the issue, or offer a solution.
Because Melton Plumbing failed to act, the line continued backing up. I had to hire an emergency plumber out of pocket to prevent further flooding. The emergency plumber inspected the line, confirmed a severe blockage, and snaked the drain properly. The problem was fixed in one visit. This confirmed that Melton Plumbing's diagnosis was wrong and that they had not done even the most basic troubleshooting.
What stands out most is the total lack of accountability.
* The technician ignored clear instructions and refused to investigate.
* The company did not return calls or respond to follow-up attempts.
* They left a serious plumbing hazard unresolved, which led to more damage and expense.
* There was no concern for the urgency or the customer impact.
If you need a plumbing company that listens, inspects, and solves problems, do not call Melton Plumbing. Their poor communication, lack of professionalism, and refusal to take responsibility caused unnecessary stress, property damage, and out-of-pocket costs. This was one of the most disappointing service experiences I have ever had. read more
