Complaints

This profile includes complaints for Smith Sewer Service's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Smith Sewer Service

  4620 NW 62nd Ave Johnston, IA 50131-1013

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  Smith Sewer Service

  PO Box 351 Johnston, IA 50131-0351

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:03/08/2024

  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 contacted them to unclog my basement drain. After an hour or so they informed me that that their drain snake was stuck and would need to call for help. Several different guys showed up,(in waves), and after several hours they told me it was stuck because the pipe was broken, and they could not get it out. They left their entire snake in my drain and refuse to remove it, claiming its my fault. I knew nothing of the condition of the pipe, nothing was said a year previously when it was done. For all I know they broke it with the half dozen guys they had cranking it. Get your snake out of my drain!

  Business Response

  Date: 03/08/2024

  We unplugged ********************* sewer line approximately 5 months ago. During the cleaning process, our sewer cable exited his pipe into an underground cavity underneath the street and got stuck due to his sewer being broken. Hence the reason the sewer was plugged up and he needed a pipe cleaning service. Luckily, we were able to get his sewer line flowing for the last 5 months for a total cost of $143.27 to him. In this situation, we spent countless hours and manpower attempting to remove the sewer cable from inside the home. During this time, we video inspected the pipe and located the break free of charge in his 100 year old sewer line (house built in 1923). We have documented pictures of his broken clay **** piping. Clay **** piping is prone to collapse due to the pipe joint seals deteriorating over time which allows tree roots to grow into the unsealed joints. These unsealed joints also allow water to escape the pipe and this water will run alongside the outside of the pipe slowly washing out ******************* the pipe that is needed for pipe support. Once enough dirt has eroded from underneath the pipe, a pipe eventually has no support and failure is imminent. This is clearly shown in the pictures we have documented for ********************* residence. A couple days ago, he is now in need of another attempt to unplug his sewer line and placed another service call with us. We explained that there is too much of a risk to our equipment to attempt to unplug the line again or retrieving the stuck cable due to a high probability of getting additional equipment stuck. We have communicated back and forth in the last few days on the next steps he needs to take to get his situation resolved. In all instances where a sewer cable has gotten stuck due to a broken pipe, an excavation company will dig up the broken pipe and ************ the broken pipe is dug up, the plumber will remove the cable from the excavated hole. ************************* has continued to harass my service manager and even accused my technicians of breaking his pipe. He refuses to accept responsibility that he is financially responsible to repair his defective 100 year old broken sewer pipe. His is adamant in Smiths removing the broken cable which will have absolutely no relevance in resolving his problem. His attempt to divert responsibility and place blame on a company that went above and beyond to remedy his unfortunate situation is extremely disappointing. 
  
  
  Sincerely
  
  
  ***** Smith
  

  Customer Answer

  Date: 03/11/2024

   
  Complaint: 21400750
  
  I am rejecting this response because I never called them back to unclog my drain but to remove their equipment from my sewer line. They got it stuck and refuse to remove it or take any responsibility for their actions . For all I know they broke my sewer line while the had half a dozen big guys yanking on it half the day to get it out. No way to know for sure. But one thing is sure, they got their equipment stuck and refuse to remove it.:
  
  Sincerely,
  
  *************************