Complaints

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• Initial Complaint

  Date:19/12/2024

  Type:Service or Repair 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.

  Drain Pro plumbing services was contacted in October after the basement flooded. They gave an estimate ******** (see attached for details) on October 23, 2024 for $5,180. The final invoice 24422 was for $5980 and received on November 12, 2024. Money for both the down payment and the final invoice was taken directly from ******* ********'s account. Also included was an unexplained withdrawal by Drain Pro for $435.75. Two test holes were excavated to inspect drain tile which were 2/3 full of dirt and the soil surrounding was dry. There was no point in installing the 4 clean outs for access so ******* stopped this. A camera and auger were both used to inspect the drain which was the main problem. The camera technician could not see anything as the drain was full of water. The power auger worker possibly broke a clay tile and could not proceed. No further quote was given. However, another hole was dug to try to find the external drain to determine the problem. The clay pipe and an internal water line were accidently broken. These were fixed and the hole was filled in. The problem remains. When the final invoice was sent we made 5 requests (2 by email and 4 by phone) for a detailed explanation of the cost of each item of the work done. There has been no response. Because we have no details, our estimate of the overcharge is $1,407.20 which includes an overcharge of $131.45 for the GST

  

  Business Response

  Date: 03/01/2025

  Thank you for sharing your concerns regarding the work completed on your property. I’d like to provide some context and clarification regarding the project.
  
  We were initially called in to perform test holes on the property, which included the installation of cleanouts. However, after the excavation began, the installation of the cleanouts was declined at your request.
  
  Additionally, you requested extra work to be completed during the project. Specifically, you asked us to excavate two more areas at the back of the house: one at the rear stairwell and another approximately 10 feet out from the rear stairwell. We completed this additional work as requested, which did result in additional costs.
  
  After excavating the original areas, we discovered that the perimeter drain was full of roots and dirt. At that point, we advised that further repairs were necessary to address the issue. However, the recommendation to proceed with these repairs was declined.
  
  While excavating the area 10 feet out from the house, we unexpectedly discovered a copper water line that had been installed inside the storm lateral. This water line ran the full distance out to the garden hose connection in your backyard. The storm lateral was blocked due to the presence of this water line, which contributed to the issues you were experiencing.
  
  We have also had phone conversations explaining these findings and recommendations to you. During those discussions, you reiterated that you did not wish to proceed with any additional work. Instead, you mentioned that you would deal with the problem yourself and planned to disconnect the gutters from going into the ground.
  
  Drain Pro Plumbing cannot be held responsible for the existing conditions of the drainage system. Furthermore, we are not accountable for any issues arising from the refusal of proposed work intended to address the identified problems.
  
  We appreciate the opportunity to clarify and hope this provides some insight into the scope of work and the challenges encountered during the project. If you have further questions or would like to discuss this matter, please don’t hesitate to reach out.

  Customer Answer

  Date: 09/01/2025

   I am rejecting this response because:
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    
  Return Message from the Customers:
  Dear Drain Pro

  All we have asked for is an itemized detailed invoice showing costs of each item. This was asked for twice by emails which were answered only with photos of the work, and 3 phone calls which were answered by a male who said the person in charge would call back; he/she never did. Nor did we have any phone conversations explaining any findings including which “storm lateral was blocked” due to the presence of the internal water line.

  The reason for the request of an itemized invoice was:

  1) after two test holes were dug, it was obvious that due to dirt-filled drain tiles and dry surrounding soil, that no water was entering the perimeter drainage system.  In addition, all water from the roof had been diverted away from the house so there was no point in digging another two holes or installing 4 clean-outs for access (as on the estimate) to this non-functional drainage system.

  What were the detailed costs to dig 2 holes and fill them back in?

  2) The major problem was in the drain from the external basement stairwell as most of the water from the roof had already been diverted away from the house.

  This was examined, as on the estimate, by Drain Pro staff with camera and by auger after opening up the cement access, but both were unsuccessful.

  What were the detailed costs of this?

  NOTE: no further quote was given (on the estimate: “A quote will be given if more work is needed.”)

  3) another hole was dug in the lawn to find the drainage line from the external stairwell. This was achieved but a drain tile with an unexpected water line inside the drain were both accidently broken and then repaired. No attempt to clear this drain line with an auger was made from this hole.

  What were the detailed costs of digging the hole, fixing the tile and the water line and filling in the hole?

  4) What was the charge on M. ********’s visa for $435.75?

  We just ask that an ITEMIZED invoice is provided. This is surely something that would be provided by a professional business.

  
  

  

  Business Response

  Date: 27/02/2025

  Materials:
  1510049 POLYLOK 4 EXTEND + LOK FITTING:
  Quantity: 4
  5485100 4 CL X CI FLEX CPLG 1002/SW02-44:
  Quantity: 2
  7689062 4 X 10' CSA PVC SOLID SEWER PIPE:
  Quantity: 10 feet
  7690440 4 PVC SEWER WYE 4134:
  Quantity: 4
  7690484 4 PVC SEWER 45° 4184:
  Quantity: 8
  7690520 4 PVC SEWER CPLG 4214:
  Quantity: 4
  7690562 4 PVC SEWER FTG C/O W/PLUG 4274:
  Quantity: 4
  7991200 1 PINT IPS CSA GREY CEMENT 711:
  Quantity: 1 pint
  7690416 4 PVC SEWER SANITARY TEE 4124:
  Quantity: 2
  Total Parts Cost: $827.00
  
  Dump Truck:
  November 7, 2025:
  1.5 hours × $120 = $180
  November 8, 2025:
  2 hours × $120 = $240
  November 8, 2025 (Additional):
  2.5 hours × $120 = $300
  
  Labour Costs:
  November 1, 2025:
  Plumber:
  1 hour × $225 = $225
  Additional ½ hour × $75 × 3 = $225
  Total for Plumber on November 1 = $450
  November 5, 2025:
  Plumber:
  1 hour × $225 = $225
  Additional ½ hour × $75 × 1 = $75
  Total for Plumber on November 5 = $300
  November 7, 2025:
  2 Labourers @ $75/hr:
  8 hours × 2 labourers × $75/hr = $1,200
  November 8, 2025:
  2 Labourers @ $75/hr:
  8 hours × 2 labourers × $75/hr = $1,200
  1 Supervisor @ $95/hr:
  8 hours × $95/hr = $760
  
  Total Labour Cost:
  November 1, 2025 (Plumber): $450
  November 5, 2025 (Plumber): $300
  November 7, 2025 (Labourers): $1,200
  November 8, 2025 (Labourers + Supervisor): $1,200 + $760 = $1,960
  
  Additional Costs:
  Administration and Job Site Setup: $600
  
  Grand Total Calculation:
  Total for Materials: $827.00
  Total Labour Costs: $450 + $300 + $1,200 + $1,960 = $3,910
  Total Dump Truck Costs: $180 + $240 + $300 = $720
  Administration and Job Site Setup: $600
  Grand Total for all days: $827.00 (Materials) + $3,910 (Labour) + $720 (Dump Truck) + $600 (Admin & Setup) = $6,057.00

  Customer Answer

  Date: 27/02/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.