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:18/03/2024

  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.

  On February 24, 2024 I contacted the defendant, Christian ******** by phone with the number
  provided on his company’s website Reliable Drain Cleaning Plumbing & Drain Service. The service requested was to clean the sewer drain because the water level in the sewer was almost at floor level. On the same day the defendant performed services requested and the issue was supposedly resolved. On March 15, 2024 the same situation in which I had contacted him on February 24, 2024 re-occurred. The first attempt to contact the defendant was at 2:00pm by phone on March 15, 2024. Multiple attempts were made after that time to get a hold of the defendant by phone, text and email.
  
  The threat of a sewer back-up and the inability to shower, wash dishes, do laundry, and use of the toilet I was obligated to contact another company to perform the required service of unclogging the sewer drain. The company’s website states, “For our drain cleaning services, we offer a 30-day limited warranty. This means that if any clogs or related issues reoccur within 30 days of our service, we will promptly address them at no additional cost to you so long as the clog is not caused by non-flushable items. Such as wet wipes, paper towels, toys, clothing and so on. Our experienced technicians utilize advanced techniques and state-of-the-art equipment to effectively clean your drains, minimizing the chances of recurring problems.”
  
  The payment made to the defendant on February 24, 2025 was by cash in the amount of $***. I’m requesting a refund in the amount of $***. What it costed me to have the sewer drain cleaned on March 16, 2024 by another company to address the concern that should have been covered under the company’s warranty.

  Business Response

  Date: 25/03/2024

  Hello, I was out of town on Friday March 15th 2024. Which is the date that you called me. We offer a 30 day limited warranty, valid Monday - Friday. Between 9am and 5pm. 

  
  You called us on Friday at 2:01 PM. At which point my employee had been fully booked for the remainder of the working day. I had set my phone to call-forwarding to his company provided work cell phone. This is what I always do, on the rare occasion I go out of town or take a day off. Sometimes we either can't hear phone calls or have to leave our phones on the main floor if we enter a flooded crawlspace, otherwise we risk damaging our phones. But my employee has been trained and specifically told that he is responsible for checking for missed calls and returning said calls. I spoke with him regarding this incident so that hopefully this never happens again.

  We are a small company, and it is only myself and my employee who work for our company. We currently do not have an office staff on hand. Hopefully one day in the future we will be able to accommodate our customers this way for a better customer experience.
  I'm incredibly sorry that you had your problem return. I am more than happy to refund you for the amount that you paid. As I don't want to have this be a negative experience for yourself. 
  I did offer to come an do a warranty service on Sunday, when I returned and saw your text message to my cell phone. However, you told me that you had already found someone. Which I completely understand, it's not something that can wait, in most circumstances. If you had asked me for a refund, I would have happily given it to you, without any hassle. As I deeply regret that we missed you on that Friday afternoon. Even though we would not have been able to provide you with your warranty service until the following Monday, as we do not provide warranty on weekends and evenings after 5pm. 
  Please reach out to me via text or email and we can get that refund sent immediately. 

  Email: ********************************** 

  Cell phone: ************ 

  
  The only issue is that the price which you stated is incorrect. You paid $****** with cash, after taxes. We do not charge a fuel charge or a shop supplies charge. We never have. All of the fees that we charge our customers are built into the quote that we provide over the phone. I personally believe that hidden charges are predatory and I do my utmost to provide clear and accurate quotes for my customers so they know exactly what they will be paying. 

  I am happy to refund the full amount($******) that you paid. But I do not believe that it would be reasonable for me to pay you an additional $*****.  

  All I ask of you, is to please send me a copy of the invoice that you paid to have it cleared a second time. And I will also require your email address so that I can etransfer you the funds. If you prefer, you are also welcome to come and pick the money up in person, and we can schedule a time that is appropriate for yourself. 

  I sincerely hope this is will be a satisfactory resolution to this. I'm terribly sorry for any inconveniences that we have caused you. If you ever decide that you wish to use out services in the future, I will also offer you a free cleaning up to a $*** value as a meager means of an apology. 

  I hope to hear from you soon so that I can refund the $****** which you paid for our services. 

  Sincerely,

  Christian *********

   

  Customer Answer

  Date: 27/03/2024

   
  
  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.

  Christian has also reached out to me by text and has already refunded the $***.  I appreciate his professionalism and helping to make the issue right.

  
  Sincerely,
  
  
  
  Adriano *******