Complaints

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• Initial Complaint

  Date:09/24/2024

  Type:Sales and Advertising 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.

  I hired this company on 8-13-2024 to open the main sewer line to my home, 2 gentlemen came the next day I explained to them that outside of intruders breaking in my home my home had been vacant for over 10 years and there is a blockage in the main line, after 2 1/2 hours they got it opened I thought. I was working on my home and did not move in until 9-1-2024 the toilets were flushing for the most part had to plunge the first bathroom a couple of times, but other than that everything was working until 9-14-2024, I spoke to **** at the office explained what was going on asked if "I'm still under warranty" he said wouldn't know until someone came out he could put me on the schedule for 9-15-2024, I received a call from a gentleman he had time today, he stopped by and asked if he could look around outside he reentered and informed me "they don't work for free" when I called **** back the gentleman walked out so I couldn't rehire him to do the job again, but I explained to **** that today is a month he told me their warranty is a week maybe 2, so I've got 2 bathroom toilets backed up with f**** in the tub, I paid for a service I did not receive.

  Business Response

  Date: 09/24/2024

  We came out on 8/14/24 after the customer called in stating her toilets were backing up into a bathtub in her crawlspace. We snaked the mainline through the front toilet to clear both hard and soft blockages. We also cleared a soft blockage in the front bathroom. We cleaned up the immediate area and tested the system to confirm it was flowing at that time. We recommend a restoration service for further cleaning due to the sewage back up. That invoice was for $150 which the customer paid with cash. 
  We spoke with the customer on the telephone a month later. We explained that the system was flowing when we there, and that we could send a technician to try to assess what was going on and try to understand the situation and what we could do for her. When our tech got on site he was told by the customer that she wasn't paying again, at which point he stopped his work until our management in the office could speak with her again. 
  After another telephone conversation, the customer agreed to a 50% discount for us to come out and snake her line again. We came out again on 9/19/24 and snaked the line again to ensure it was flowing. We attempted to run a camera down the line and it could not push further than 75-feet. The line makes a 90-degree turn to the left and then holds water (a flat spot/belly). We ran water for 30 minutes to verify the line was flowing, however it does slow significantly at that belly. We could not get the camera through to the other side of the belly. We located the problem area which appeared to be well within the city easement. 
  We charged 50% of our snaking rate as agreed ($75), and did not charge for the camera inspection. We have not received any payment yet for the second visit. 
  The two invoices total $225. $75 remaining due. We are not sure where the complaint amount of $375 came from.