Complaints

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• Initial Complaint

  Date:03/22/2024

  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.

  Warrantee/ Labor / materials Collapsed Sewer Sleeve.******* wont back up Quarantee of Quality of work.March 2008 Checks 1003& 1004 totaling over $17,000.

  Customer Answer

  Date: 03/22/2024

  This warranty was kept in trust with the plumbing company, as we have been clients since 2001. The original documents and the Permitting for this project was held at The ***************, I requested a copy of the originals from the city. They lost or deleted all my files for my house since 1987! Is what all 5 depts at the *************** Planning and Building desks lady told me. They Purged all records? The plumbers have records on all work they did at my home numerous times and all was to be permitted, thru City. Also, I never had any other plumbers at my home, as ****** wife is a friend of mine since 2000! Please help. My exhusband had the tax records and he doesnt know where they are. The sewer sleeve with materials and labor was warranted for life of home ownership. Please request to have $25 plumbers send you all records on file. They just tripped my home in 2016. And blotched that job too. Thats a separate issue. Im in contact with the *********** of contractors also. The City of Ontarios waste water manager and two crew members told me and gave me photos of the yellow tape uncoiling inside the sleeve.where can I send thier names as witnesses and the footage and photos of the two areas collapsing? Thanks

  Business Response

  Date: 04/16/2024

  Good afternoon,

  After looking into this complaint there are a few things that I would like to address. First and foremost is the claim of a lifetime warranty on a sewer line job/repair has never been something that our company has offered. In certain cases we may extend a lifetime warranty on our WORKMANSHIP, but this is usually limited to ****************** or tankless water heater installations. As this job was supposedly performed in 2008, I have no way of verifying what warranty was given due to the absence of a contract. We as a company have changed our CMS(customer management software) 2 times since 2019 when we went paperless. For tax purposes we used to keep our old paper invoices for ****************************************************************** question.  What I can say is that our current company policy on Sewer relining jobs is a 5 year workmanship/labor warranty and the manufacturer warranty on whatever material used is anywhere from ***** years depending on the manufacturer. If a manufacturer's material fails for an approved reason, then the material would be provided for replacement, but the customer would be responsible for any labor costs or additional material outside of the 5 year window. Manufacturer warranties are void if a sewer line is cleaned with a snake or any machine is put into the line other than approved hydrojetting not to exceed 1500psi. That being said, we have not heard from or been contacted by ****************** in a number of years. We have not been to the property since 2018 for a water repipe. That is all we have on record since then. If ****************** has had an issue with the sewer line, we have not been the ones to come out and address it. If she had another company come out to service the sewer line or clear a stoppage, then we have no way of knowing how they performed the work. I am assuming that there must have been some sort of sewer back up or stoppage that would have prompted all of this and we were not contacted about it. We would be more than happy to come out to the property and camera the sewer line to inspect it and provide a cost of any services necessary. Since we have no contract on record and ****************** does not have one either, we can only go off of what our current policies are in regards to a project like this. That would mean that since it has been 16 years since the job was performed, there would be no labor or workmanship warranty. If the material failed on its own, then there may be a manufacturer warranty, but if there are any signs of tearing or damage from outside circumstances such as a improper cleaning of the line, or a crushing of the pipe from a tree, etc. then there would not be coverage from the manufacturer. I hope this sheds some light on the situation, and again if ****************** would like to contact us to come out and assess the situation I would be happy to do so.

  Thank you,

  *******************

  Customer Answer

  Date: 08/09/2024

   I am rejecting this response because:
  
  As $25 plumbers didnt have a contractors state licensing to install the Sewer sleeve

  They had a Sub contractor 

  Did they reveal who that Sun contractor is to the BBB when requested?

  
  

  Business Response

  Date: 08/09/2024

  Our contractors license is clearly shown in the top right corner of that picture ****************** submitted. 

  Lic #****** C-36, C-20, B

  This has been our license number since the early 90s and has not changed.