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:04/22/2023

  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.

  We had sewage backup in our basement, and called Able Sewerage to fix the drainage issue. Friday, 31 Mar 2023 Paid $525 for sewer line cleaning and additionally requested a camera viewing to confirm it was cleared. Able Sewerage performed the line clearing through the basement waste pipe. Water was then draining, as expected. But camera showed significant root growth in line and even identified a spot where the camera could not progress. I pressed for a permanent fix, but was not offered a clear path. Sunday, 2 April 2023 Sewage backup occurred in basement again on Sunday evening. Called to inform Able Sewerage, but since it was after hours I left a message. I was contacted back on Monday morning, but remediation did not occur until Tuesday. Between Sunday and Tuesday we left the house and stayed elsewhere as we did not feel comfortable using water in the house for fear of more sewage backup in our basement. Tuesday, 4 April 2023 Able Sewerage came out and routed the sewer line again through the basement, no charge. I was informed we would have to do routing through an external access port to fully clear the line, and that we would need that access port installed. I requested a quote for that external access to be installed and the full clear to be performed. However I have still not received a follow up on that quote. Since I felt I was not getting progress with Able Sewerage, and the issue clearly wasnt resolved, I contacted another company. That company promptly identified that we already had an external access port; removed a blocked and leaking section of terra cotta piping under our basement; and hydrojet cleared the entire sewage line up to the street main. So we feel that Able Sewerage company did not adequately solve the basement sewage backup issue we had originally called them in for. The full solution was not explained until after the issue recurred, and even then, I had to press for the complete fix and it was never followed up on.

  

  Business Response

  Date: 07/25/2023

  Able Sewerage *** was out on March 31, 2023, and we rodded the main line from the toilet stack to the street. We also televised the line. As ************** states he originally called us for a backup in the basement. ************** also stated that the water was draining as expected when we left. Able Sewerage did relieve the backup that we were called for. We also came back a 2nd time at no charge to rod the line again. After we left the 2nd time, it was also draining as expected. The $525.00 was to fix the initial problem which he agrees that we did. We also stated that ************** would need to install a 6" cleanout to clear all the roots out of the line. He did need additional work and he was made aware of that at the time. ************** gave ************** a verbal estimate while he was there. It was also noted on his paid receipt that he needed the additional work done. We were never contacted by ************** for a refund on the work that was done. The first-time hearing of a refund is through BBB. Hiring another company to do the additional work does not take away that we fixed the original problem we were called for. The $525.00 was only for the original work, which was completed. It was not for any additional work. We feel that a refund is not the solution. We completed the work, and the water was draining as expected (stated directly from **************).
   
  

  
  

  Customer Answer

  Date: 07/30/2023

   
  Complaint: 19970376
  
  We reject the proposal by Able Sewerage that a refund is not the solution. We believe a partial refund is an adequate solution to our complaint with their service. We called them because there was sewage in our basement; the decision to rod through the toilet line was theirs. Our goal with requesting their services was to 1) identify the source of the backup and 2) fix the issue so it did not occur again. Neither of these goals were accomplished by Able Sewerage.
  
  Their reply mentions installation of a 6" cleanout to clear all the roots out of the line. However, had they even bothered to check, they would have found that the access port already existed outside! The root of the problem could have been solved on their first visit. I made it very clear that I wanted a permanent solution. As noted, there was a recommendation to clear out the roots, so Able Sewerage was aware that their work was insufficient to address the cause of the backup. Indeed, the basement was flooded a few days later.
  
  We made a good faith effort to follow their recommendations, but they disappointed us with their lack of follow-up. No appointment to install the 6" cleanout was made, nor was a written quote provided. We requested both at both of their visits.
  
  Using Able Sewerage's services resulted in a significant delay in resolving the issue they were originally called in to resolve. We feel that a partial refund is appropriate. It was my request to have the line televised. At the very least this charge should be refunded, as no action was taken on their part with the knowledge gained from the camera.
  
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 08/17/2023

  Trying to keep good customer relations, we will honor your request of a partial refund. We will send a check for $200.

  Customer Answer

  Date: 08/17/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 10/09/2023

  Complaint: ********
  
  I am rejecting this response because: Hello, we had marked a complaint as closed on august 18, with the agreement that the company send us a partial refund of $200. We have yet to receive this refund from Able Sewerage. This is for complaint #********, thanks
  
  Sincerely,
  
  ***********************;    

  

  Business Response

  Date: 10/09/2023

  The check will be put in the mail tomorrow morning. Sorry for the delay.

  Customer Answer

  Date: 10/14/2023

   
  Complaint: 19970376
  
  I am rejecting this response because:
  

  We have not received the check yet. We will also accept zelle or other electronic forms of payment, if that is easier

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