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:09/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  We are writing to express our dissatisfaction with the service we received from Drain Doctor Limited on February 23, 2023.
  Our sewer system had clogged and overflowed. We therefore cleaned up the overflow, and contacted Drain Doctor Limited, who came to the house with only a small unit to unclog our sewer line.
  The receipt ***** ********* states:
  
  “Ran main from stack 70 feet - plunged trap to open. Test good.”
  
  However, on April 23, 2023, exactly two months later, our sewer system backed up and overflowed again. We once again cleaned up the mess and contacted a different plumber, ****** ***** *** ***** ******** This plumber stated this should not have happened. He came to the house with a much larger unit.
  His receipt ***** ********* states:
  
  “Unplugged main line with 4-inch cutter. Down main stack line to city connection – 100 feet, line clear, possible dip in line. No access to main c/o.”
  
  We contacted ***** ****** ******* for an explanation/compensation. They stated that they would get back to us that day, or the following, but to the date of this letter they have not returned our call.
  We paid Drain Doctor Limited $****** including taxes for their service that only worked for two months. We then needed to pay another plumber, ****** ***** *** ***** ******** ******* for the repeated service. We also had the stress of a second clean up.
  Our understanding is that Drain Doctor Limited should have had appropriate equipment to reach the city connection at 100 feet.
  We would like to receive full refund from Drain Doctor Limited for ***** service. ** *** **** *** ********* ** ** ******* ********** ** ******* ****** ** *** ******** ** ******* *** ********** ***** * ****** ********* *** ****** ****** ********* ** *** *** **** ***** ******* ***** ******** **** ***** ******* ***** ********

  Business Response

  Date: 17/05/2023

  Dear BBB,

  We have spoken to the customer and will be providing televising services free of charge in order to determine where their main sewer cleanout is located. This will help take care of future issues because currently the job can only be done through the main stack and that means that companies cannot get the largest blade through in order to do the best job. Also, we learned that the customer did try to call us back on a weekend but unfortunately, selected the wrong telephone option and left a message on our general voicemail instead of being connecting to our on-call emergency services. If we would have been able to connect with the customer that day, we would have fixed the issue free of charge. 

  Regards

  Shaun