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:02/11/2025

  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.

  The Du-All response is unacceptable because all I'm asking from Du-All is the 20 digit barcode number located on the ********** (HD)/*********** (**) sales receipt. This 20 digit number will honor my limited lifetime warranty from HD/GB. I had gone to HD which is only 2 minutes away from my house, and I also emailed GB customer ******************** directly (please see the attachment of my conversation email), and both confirmed that the plumber from Du-All did indeed purchase the same exact GB model toilet on that date from them. HD would not print out the sales receipt for me due to their confidentiality policy but suggested the plumber could do so. This is all I'm asking from Du-All, nothing else. I simply want my product protected as offered by the GB manufacturer. if the physical receipt is not possible?

  

  Business Response

  Date: 02/26/2025

  Duall was called to replace a toilet for ************************** was sent and . per our company policy. a free estimate was given to the customer. The customer accepted the estimate and signed (see invoice attached) Technician initially recommended an American Standard toilet and CUSTOMER REQUESTED  a *********** toilet as invoice stated. Technician was sent to supply house for toilet and returned and installed toilet for customer. ********************** is a ********************** company and we provide a service. We generally do NOT purchase plumbing supplies from **********. We use plumbing supply warehouses and also have our own stock available to technicians. We do NOT give our plumbing part receipts to customers.  The toilet was installed. Mr **** paid for the service and signed the invoice a total of 3 TIMES accepting and approving and paying for this work (again see attached invoice). 

  Customer Answer

  Date: 03/03/2025

   
  Complaint: 22929710
  
  The Du-All response is unacceptable because all I'm asking from Du-All is the 20 digit barcode number located on the ********** (HD)/*********** (GB) sales receipt. This 20 digit number will honor my limited lifetime warranty from HD/GB. I had gone to HD which is only 2 minutes away from my house, and I also emailed GB customer ******************** directly (please see the attachment of my conversation email), and both confirmed that the plumber from Du-All did indeed purchase the same exact GB model toilet on that date from them. HD would not print out the sales receipt for me due to their confidentiality policy but suggested the plumber could do so. This is all I'm asking from Du-All, nothing else. I simply want my product protected as offered by the GB manufacturer.
  
  Sincerely,
  
  **** ***

  Customer Answer

  Date: 03/04/2025

  Sending attachment...

  Customer Answer

  Date: 03/04/2025

  Sorry, I think I finally got the document attached correctly. Thank you.

  

  Business Response

  Date: 03/03/2025

  Again Du-All Sewer & Drain is a plumbing service company. We use plumbing supply warehouses or stock from our own supply. Du-All does NOT and WILL NOT supply customers with parts receipts.

  Customer Answer

  Date: 03/14/2025

  Again, Du-Alls response in UNACCEPTABLE. By all means close this case. It is my loss. I will NEVER EVER use Du-All again due to their poor and arrogant customer ********************** in resolving issues and complaints by hanging up abruptly on customers, regardless the fact that Ive been their loyal customer for years. I will also definitely NOT recommend Du-All to anyone.

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 22929710
  
  Again, Du-Alls response in UNACCEPTABLE. By all means close this case. It is my loss. I will NEVER EVER use Du-All again due to their poor and arrogant customer ********************** in resolving issues and complaints by hanging up abruptly on customers, regardless the fact that Ive been their loyal customer for years. I will also definitely NOT recommend Du-All to anyone.
  Sincerely,
  
  **** ***

• Initial Complaint

  Date:05/08/2024

  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.

  I signed a contract to replace my septic riser do to deterioration of the old one. Was told they would replace it. I agreed. Tech arrived when I was not home to watch. After he left I inspected his work a few hours later. I removed the lid and the filter I have installed from previous work was clogged with all the grass and dirt that was removed for replacement. After I unclogged it the level dropped and I can see that the tech did not replace the base for the new riser. He used the old base Wich is brittle and breaking. I called *** the manager and has failed to rectify the situation

  

  Business Response

  Date: 05/14/2024

  Good morning,

  Please see attached invoice as proof that this complant was handled by our office and the customer is satisfied

• Initial Complaint

  Date:01/24/2024

  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.

  Hi **** or assigned BBB representative, can you please give me a call for clarification at ************ thank youternoon, tech named ***** performed a service visit and stated pump was in fact working but septic waste was not being pumped due to clogged piping. I trusted the judgement of Du-All and even asked if this was considered "market" pricing industry. It was late in and told urgent. Entire services performed took less than 2 hours. I have since contacted two other reputable septic repair plumbing co. I requested to provide estimates to complete the same scope of work services rendered by Du-All on Jan2 based on the services rendered listed on invoice and both estimates were under $2,000. They were of opinion so-called "rejuvenation services" was a "gimmick" to inflate pricing of the necessary repairs needed. I feel taken advantage of not knowing anything about septic plumbing. I trusted the judgement and expertise of Duall to perform the required septic repair services at a reasonable fair market. Based on discrepancy between the price I paid ($4,295) + $820 earlier for pumping given that fair market price for such services seems to be significantly less, I'm asking for refund $2,000. This does not include the cost of repeated pumping of the same tank twice per service visit. **** does not include cash paid directly to the first Du-All rep. **** asking BBB diligently review frequency and volume of complaints against Du-All in 24 months to determine if there is pattern of predatory and inflated sales resulting in complaints and determine if a downgrade of the BBB rating.

  Customer Answer

  Date: 02/12/2024

  To clarify several items:

  The service representative from DuAll performed the work in less than 75 minutes.  I directly asked the service representative who provided the quote if this was considered fair market value to which he responded yes.  However I later checked with 2 different septic tank repair companies that were both over 40% less.  

  When I contacted the office manager ***** regarding my original request refund, he stated he would discuss with the manager to see if perhaps a lower amount than $2,000 could be refunded.  A lower amount was never offered and the response from *** was I should have negotiated a lower amount with the service representative up front.

  Customer Answer

  Date: 02/13/2024

   
  Complaint: 21194325
  
  
  

  To clarify several items:

  The service representative from DuAll performed the work in less than 75 minutes.  I directly asked the service representative who provided the quote if this was considered fair market value to which he responded yes.  However I later checked with 2 different septic tank repair companies that were both over 40% less.  

  When I contacted the office manager "***" regarding my original request refund, he stated he would discuss with the manager to see if perhaps a lower amount than $2,000 could be refunded.  A lower amount was never offered and the response from *** was I should have negotiated a lower amount with the service representative up front.

  
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 01/29/2024

  On December 21 ***** we received a call requesting emergency service 
  from ******************** . We responded to a tank backing up. We gave her a
  price to pump (2) **** tanks and she approved work.
  
  We proceeded to do the work and explained to ******************* that there
  appeared to be a problem with the system and we could have someone
  diagnose further. We then received another call for service and we
  responded on January 2, 2024.
  
  The call was for septic backing up. Upon arriving at her property ***************** diagnosed the system and gave ********************* a price to try
  and rectify the issues she was having with her septic system.
  
  The invoice attached shows in bullet points of services rendered. I
  would also like to note that Du-All Plumbing is an up front pricing
  company. That means that all of our customers including *********************
  
  are given a price on paper before doing any work. She agreed to the work
  proposed and she signed giving us authorization to complete the work.
  She also signed a second time approving work at completion.
  
  She then wrote a check with a 3rd signature. The work we provided came
  with a one year warranty.  We then received a call almost 3 weeks later
  stating that she felt she over paid.
  
  She stated that she contacted two other companies that were cheaper. The
  General ****** tried to work with her but could not get to a reasonable
  agreement because she wanted $2000 back. He told her that he would speak
  
  with the owner and get back to her the same day. She received a call
  from the general manager and the owner. During this conversation she
  stated that all she wanted to hear was if we were going to give her
  $2000 back
  
  or she would escalate this. We asked her for the written estimates from
  the two other companies to compare itemized scope of work and she would
  not provide that. As I stated earlier, We are an up-front pricing company.
  
  She signed for approval and for completion and signed a check to pay for
  the services. I would also like to note that her call to us was not that
  the work wasn't done right.
  
  
  
  
  
  
  

  

  Business Response

  Date: 02/13/2024

  Good afternoon. As we stated on our original response we have always
  been an up front pricing company. ******************** was explained exactly
  what the work description was and the cost before the work was completed.

  It was also written step by step on her
  invoice.
  
  Before the work ever started she was given a price and she signed approving the work and
  signed again at completion of work. We do not charged based on time
  rather on task. If this work would have taken 6 hrs it would have still
  been the same price. When the owner and
  
  general manager of Du-All spoke with her, she stated that all she wanted
  to hear was if we were going to give her back $2000.00? or I will know
  what to do. We asked if she would provide other estimates she claimed to
  have received and she refused.
  
  Our prices are not based on the way other companies operate. We base our
  pricing on our operational costs. She had a choice to ask for a manger
  or refuse the work proposed. It would have been a free estimate if she
  refused the work to be done.
  
  The general manager never told her that she should have negotiated a
  better deal with the technician. The only way that a price can change
  without a promotional coupon is a manager. The call to a manger came weeks

  after the fact.

  Customer Answer

  Date: 02/13/2024

  The question was raised as to why I waited 3 weeks after to inform DuAll management.  The reason was I needed time to both process my frustration and payment shock as well as research with other septic repair companies as to their costs for similar work which I did.  

  In addition, DuAll charged me double for pumbing the same septic tank, it was done by different service technicians, one time on Dec.21 2023 and again on Jan 2 2024.  This seems to be a disconnect within their company and duplicate services done.  

  I'm requesting BBB please review (or refer to any other overriding agency) Duall Plumbing for predatory price gouging and deceptive sales practices.

   

   

• Initial Complaint

  Date:12/19/2023

  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.

  No refund was received and that signature in no way, shape or form says ***************************. ****** backed up again 4 days later after no one had been home.  At first the tech tried to charge us $500 to snake the toilet and once we questioned them how it backed up again so quickly, the tech returned and said they refused to do work for us.  

  

  Business Response

  Date: 12/21/2023

  On December 18, 2023 we responded to ************************ request for service
  due to backed up toilets. We Opened the septic tank to find it
  over-filled with human waste and sewage.
  
  We needed to Pump the tank to get the level down in order to do any
  further work. When we pumped the tank we found that the filter on the
  outgoing side of tank was clogged due to excessive waste build up.
  
  We then recommended to power-wash tank and Hydro-jet incoming pipe and
  outgoing pipe to the septic tank so that none of the waste would clog
  the lines after we pumped. All the work and estimate was approved prior
  to doing any work by ********************
  
  We are submitting the actual signed invoice with his signature for
  approving work with the price and a signature satisfaction at the
  completion of work (see attached invoice #******). The next day we received a call from *******
  ******** who was not onsite when any of this work was done.
  
  She stated that she had coupon that she wanted to apply. It was never
  presented at the time of work. We are an up front pricing company that's
  been in business for over 24 years and would not risk our reputation for
  any job.  We approved a $200 customer satisfaction refund in good faith.

  Customer Answer

  Date: 12/27/2023

   
  Complaint: 21033064
  
  I am rejecting this response because:

  No refund was received and that signature in no way, shape or form says ***************************. ****** backed up again 4 days later after no one had been home.  At first the tech tried to charge us $500 to snake the toilet and once we questioned them how it backed up again so quickly, the tech returned and said they refused to do work for us. 
  

  
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 01/03/2024

  A $200.00 refund will be issued to **************** as he is the person who approved, signed for and paid for the service with a check. When the work was complete by the pump truck driver all toilets in the home were working and flushing correctly. According to both technicians ******************** was never on site at the home and all work was approved by *************** who approved the work to be done and issued a check for payment when the work was complete. Please refer back to the invoice attached to the last response where *************** signed for the estimate before the work was done and then again after the work was complete.

  Customer Answer

  Date: 01/03/2024

   
  Complaint: 21033064
  
  I am rejecting this response because:
  2 weeks later and no refund has been received.  *************** was not on site the next day when they came back to complete the work therefore did not sign off on completion.  The tech left the first day right after being paid, leaving us without bathrooms for another night. 4 days later when we had the same backup issue happen, the tech came out and agreed to re-snake it for $500 stating it was our fault. Once we requested to speak with a manager or *** regarding the additional charge (who still has not answered the phone or returned a phone call) the tech refused to do service and left. Luckily a reputable company came out, confirmed the lines were not properly cleared or hydro-jetted as they claimed and finished the job for a fraction of the cost. This could have all been resolved with a simple phone call and apology however this company clearly does not stand behind their work or ethics.
   
  Sincerely,
  
  *******************************