Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:17/10/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  SWR DRAIN SERVICE LTD. Invoice #***** and revised invoice #***** Initial date of service was Aug 03 2022 Hired to provide scoping of drain between washing machine and conecting pantry drain pipe, to bathtub. Provide proof of any blockage, and with our permission remove blockages or discuss options if removal not possible. This was made clear to Estimator Damien, Nicole, Tech #1, and JC-Tech#2. I was quoted a cost by the SWR Estimator Damien, of $255 for the first hour, and $180 for every hour after that. Have not paid anything yet, as i have been disputing the invoice. I have tried to reach a settlement, but my attempt was ignored. SWR made an unsatisfactory attempt to fix the problem, but the math does not make any sense, and they refuse to answer questions, or address my concerns, or evidence. To briefly summarize, SWR did not do what was asked, the Tech #1, I believe misled us, and misrepresented what he was doing. The problem was not fixed, so a second tech came out named JC, who listened, performed the work and was gone in under 30minutes. The problem was fixed. SWR then presented us with Invoice #***** totaling $1097.25. Considering what I was told the hourly charges would be, the math made no sense. I brought up my issues with the bill and the fact that Tech #1 did not perform the task I had requested. SWR reduced Invoice #***** to 740.25. Even then the math made no sense, taking in the hourly charge I was told by SWR. SWR stated the reduction was for a fuel charge that was never mentioned previously, or included in the original Invoice #*****, nor revised Invoice #*****. To understand my position and complaint fully, I direct you to the following attached documents, ***** ******* *** ******* ** ********* ************** * ************* Besides the above noted documents, I have also attached all my evidence, including but not limited to; additional communications; screenshots; and evidence from the SWR website. Thank you.

  Business Response

  Date: 01/12/2022

  Complaints:
  
  Complaint ID #********
  
  Customer: ***** *******
  
   
  
  Dear *****,
  
   
  
  We sincerely apologize for the late response.
  
  As per our correspondences, despite the fact that these visits were for two completely separate issues as stated in the reports, we reduced the invoice by eliminating one visit. We appreciate your business and happy that our technicians resolved the drain issues for your property.

  Customer Answer

  Date: 02/12/2022

  
  Complaint: ********
  
  I am rejecting this response because after the BBB closed my complaint due to no response from SWR, I had no other option but to send in a cheque to SWR for $456.75 marked "Full and Final Settlement. Invoice #*****" as per my unanswered email dated October 12 2022. The email dated October 12 2022 that went ignored by SWR was included as an attachment in my initial BBB complaint. For convenience, I have once again attached this ignored email and a scan of the settlement cheque I sent to SWR. SWR cashed the cheque on November 22 2022 thereby accepting the terms of the settlement I proposed in the email dated October 12 2022. In the email dated October 12 2022 I agreed to not leave any negative feedback. Keeping this in mind I find it ***********s and ************ of SWR to reply to the BBB after the case had been closed due to no response by SWR, ignoring my complaint and not trying to work with me to a proper resolution. This response is simply a poor attempt by SWR to control the narrative and deceive further potential clients by making it appear a mutually satisfactory resolution was achieved by both parties working together, when in fact the resolution had nothing to do with SWR as they ignored the majority of my communications and completely ignored the BBB. I am unsure if they actively decided to accept the resolution in my email dated October 12 2022 and cash my cheque, or if SWR simply deposited my cheque without reading it, and only realized afterwards they had accepted settlement as per my email dated October 12 2022. I intend to honor the settlement and not leave negative reviews/feedback, but I certainly do not wish to be a tool that helps facilitate SWR misrepresent the situation to others. Nor should the BBB. I think there should not be any comments from SWR submitted since they flagrantly ignored the BBB. I would accept a comment by the BBB stating that a full and final settlement was achieved through the BBB. 

  
  

  Sincerely,

  ***** *******
  
  Sincerely,
  
  ***** *******