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:09/09/2024

  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.

  Clog Busters were at my home on 9-4 to unclog a toilet and shower that were backing up, the tech asked me where the white pcv pipe was the sticks out in the yard. Informed him I was not aware of any pipe sticking up in the yard. At this point he starts to clean up, wanted to know where to dump refuse( which thought was strange that he wanted to dump it in my yard) Some time later he informs me that he is going to have to remove the toilet and it is cemented to the floor, during this time he sat in his van waiting for someone to help remove the toilet. Sometime later he informed he was able to get the stool off and proceeded from there. Tech informed he was done and wanted to know if I wanted my toilet put back on? The insurance company requires that I get two estimates to fix my pipes, so I called **** the come out and give me a quote as well for pipe repair. During his inspection he found that the sewer line blockage was still there. So I called Clog ****** on Thursday Am spoke with the receptionist and let her know that, one I was upset because he took my toilet off and the clean out was right next to toilet, there were scratches on tile, and still have a blockage. She informed me she would let supervisor know. At approx 10:30 I received a conference call with her a supervisor and ******* the tech, when I tried to explain my complaints, the tech keep denying everything I was saying. I felt I was out numbered and said thank you and disconnected. Short time later received email stating they would use the 1900 toward the repair bill of the pipes. At this point I am not comfortable using them for service. It feels like they are strong arming me to use them to receive any credit back. They also inform me they would not accept what the other company said. So not only am I out 1900 but they did not complete the job.

  Business Response

  Date: 09/10/2024

  ******, 

  Thank you for your detailed feedback. I want to address several points and clarify some aspects of our service to ensure we have a complete understanding of the situation. 

  Firstly, I want to apologize for any inconvenience and frustration you experienced. We take pride in our work and are genuinely concerned when we fall short of your expectations. 

  In response to your concerns, we did offer to apply $1845.00 towards a permanent fix, as mentioned in our email. To provide further clarity, we have attached before and after pictures of the job, which will illustrate the state of the area before our technician began and the condition after the work was completed. Our technician ensured that the drain was flowing properly before leaving. When the technician initially arrived, the access point next to the toilet was obscured by debris, which included waste and towels, and was not visible until after the area was cleared. We were unaware of this access until it was revealed in our clean-up process. The toilet was a more direct way to clear the line and more time consuming. 

  During our phone conversation with you, it was mentioned that you were seeking a partial refund. Our technician was on site for an extended period, working diligently to resolve your issue. We also per your request put a camera down that line at no cost, usually we charge $377 as discussed, but as you know we waived that charge due to your concern on pricing. 

  Additionally, we requested photos of the scratches on your tile but did not receive them. 

  We are an upfront pricing company and went over 5 price points with your before doing any work, so we are disappointed that this was presented to the BBB, because at the time of service you were relieved of our findings, and thankful for our camera service at no cost. Please know that we take your feedback seriously and will use it to improve our services moving forward. 

  Sincerely, 

  Clog ******** Drain Cleaning & Repair 

  Customer Answer

  Date: 09/11/2024

   
  Complaint: 22253469
  
  I am rejecting this response because: I do appreciate you responding so quickly back to me, My unease at the work men ship of your tech, as I said in my complaint he ask me where the pcv pipe was that was sticking out of the ground. As we were walking around the house looking for said pipe I showed him what I call the stick pipe coming out of roof, he stated would be on the ground. During the time that your tech was waiting for some help to  remove my toilet, he did stat it was cemented in and in faxed ask me if I prefer oval or round bowl in case they had to break the toilet apart. During this time I did inform tech I am a prior client and perhaps he could check past records as to where the clean out is, date was 11-3-23 invoice ********. I don't recall the tech telling me there were towels stuffed in and over clean out, however I did see some wash cloths on the floor, and since he cleaned up first would the not involve the both side of toilet which would negate having to take toilet off because he would of found clean out. In regards  to your offer to apply

   

  Customer Answer

  Date: 09/13/2024

  Tell us why here..complaint: 22253469
  
  I am rejecting this response because: I do appreciate you responding so quickly back to me, My unease at the work men ship of your tech, as I said in my complaint he ask me where the pcv pipe was that was sticking out of the ground. As we were walking around the house looking for said pipe I showed him what I call the stick pipe coming out of roof, he stated would be on the ground. During the time that your tech was waiting for some help to  remove my toilet, he did stat it was cemented in and in fact ask me if I prefer oval or round bowl in case they had to break the toilet apart. During this time I did inform tech I am a prior client and perhaps he could check past records as to where the clean out is, date was 11-3-23 invoice ********. I don't recall the tech telling me there were towels stuffed in and over clean out, however I did see some wash cloths on the floor, and since he cleaned up first would that not involve that both side of toilet, which would negate having to take toilet off because he would of found clean out. In regards  to your offer to apply 1845  that was only if I use your services other wise your  guarantee was null an void. Since your tech has been here I have two other companies out, **** was out next day and camera the pipes gave me estimates which I might add was yet another 297 dollar. Their plumber made appt to come out Monday 9-8 at 2:00 pm about 12:30 **** called and canceled stating they don't have an excavation crew and gave me number for ********* excavating. They came out Tuesday the 10th, **** Torgerson  he also used his camera. He stated to me that now there was no blockage and that my pipes were not in need of any repair at this time, **** explained things to me in regards to care and perhaps why I was backing up and how to help prevent in future. It was the first time during this whole ordeal that I felt someone really cared about my issues. He also didn't charge me anything. So in the long run the pipes are now clear but I purchased a package that has a warranty and I would like the difference back. Now that I gotten multiple estimates your may want to review your pricing for this area as your company was quite a bit higher. Thank  you
  

  Business Response

  Date: 09/13/2024

  Tell us why here...******,
  
  Thank you for taking the time to speak with us today. If you would like to move forward with the estimate for the offset in your line so the issue causing your back up is corrected, as discussed, we would be happy to credit your services on 9/3 towards the repair. If you have any questions or want to discuss further, please call the office at ************.
  
  
  Best regards,
  Clogbusters Drain Cleaning & Repair 

• Initial Complaint

  Date:08/19/2024

  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.

  I originally thought that I was taken care of considering I was sold the gold package that protected every service line in the house. I was told that my main stack was cleaned out to the street and had no tree roots in it. I was informed of a belly in my pipe that was preventing the waste to move at normal pace. I asked if this was something that I should have fixed and the plumber said that I should be good, but to have him come back out within 18 months to scope the pipe again. He said he took video of the pipe and would send it to me. I called the office and paid the $1800 bill over the phone. I felt I was safe and should not worry. Less than 1 week later, it happened again. The toilet overflowed so I called back. I had still not received the original video footage of my pipe and I was happy to wait since I was under warranty. Apparently the original plumber did not clear out the entire stack. There was a branch off the main stack that also had a blockage. It was not covered. I asked numerous times why the original plumber did not explain that to me, or advise the 2nd blockage? I expressed my concern that I felt taken advantage of and I was mislead. How could I have spent 1800 to have all my lines serviced and STILL have an issue, less than a week later? They waived the fee of having the plumbers there for 4 more hours, but I was not covered for the new issue! Fast forward, I have spoken with the staff in the office and a master plumber. He advised that he would waive the additional $377 that I was charged for the 2nd trip and credit me back. He came and took a look at the house and then said he would give me several options/estimates for next steps. He also said that I could get the original footage from both trips to my house from when the camera went down the pipes. I received one estimate just shy of ******, have not received any footage, and they said that my warranty is null and void because there needs to be a repair.

  Business Response

  Date: 08/30/2024

  Dear *****, 
  
  Thank you for bringing your concerns to our attention. We sincerely apologize for any inconvenience you may have experienced. We have reviewed your complaint and understand the issue you encountered regarding your Gold Package Drain Cleaning.
  
  We strive to provide the best service possible, and it seems there was a misunderstanding.  To resolve this matter, our leadership did visit your property, credited back all charges occurred for the two techs, and went over all our technician findings.  We are sorry to hear what solution we offered was not acceptable.  However, we value your feedback, as it helps us improve our services.
  
  Thank you for your patience and for giving us the opportunity to make things right.
  
  Sincerely,  
  *********************

• Initial Complaint

  Date:01/17/2024

  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 12/29/2023 I hired clog busters to clean out a sewer line. Came cleaned it out with 30day warranty. It lasted two days. Had them out again, they charged more to jet it out. They got it stuck in line. Gave me another estimate to dig up . I hired another contractor to dig up and repair line . Less than half the cost of them. *** reached out the them for reimbursement and they denied. Im including the emails weve had for you to get a full idea of what happened. With their ****************************************************************************************************************************** to have it fixed. Please read the emails . I tried to resolve it directly with the owner but he has no desire to try and make it right. Reading the emails you will see. I will including pictures of the receipts from them and the estimate they gave me and the other contractor I hired to do the repair. If nothing even comes from this I want future potential customers to be for warned how they run their business.

  Business Response

  Date: 05/01/2024

  The customer had a conversation with our owner. The first technician did not realize that there was a break in the line. The customer choose our band aid option and did not want to pay for additional services.  Had the customer paid for a camera to visually see what was going on we would have been use additional tools to diagnose the issue. When our second technician went out and tried to cable the line his cable got stuck due to the break. We gave the customer an estimate to ********************** the line and stated we would deduct the amount from the first visit on the repair. They received an estimate from a different company and went with them for the repair. Our warranty is on our craftmanship and not on the pipes themselves. We are unable to warranty anything we can not see. We cannot warranty the condition of the lines as structure can be compromised due to age, tree roots or other conditions.