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:06/22/2023

  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.

  Hired Jim Wagner Plumbing to correct backup problem. They replaced pipe and installed a cleanout. This was completed February 13, 2023. The cost for this was in excess of $6000. On June 18, 2023 experienced a backup again. Called the same plumber. They came and rodded from the cleanout out toward the street. They claimed that the problem was wipes so had to pay because there was no warrantee for previous work. This was at a cost of $670. Flow improved a bit. On June 22, same problem occurred. They claim they would come out for usual fee and extra if emergency visit. The initial work should have taken care of the problem. After all of this work and additional visit Called another plumber and they came out and fixed the problem expeditiously. This plumber analyzed the flow and determined that the problem was between the house and the cleanout. He rodded toward then house and then toward the street and the problem was fixed. The cost was $230. I would like a settlement of be $670 or the $200 for the expense of the second plumber.

  Business Response

  Date: 06/23/2023

  Not sure what the issue is as I read through.  I have tried to reach out to this customer with no response.  I have read through and realized that I pay the BBB $700.00 a year to give customers a platform to post anything right or wrong and it will post as a complaint for 3 years.  Could cost me thousands in revenue loss.  When reading you will understand why that is no longer and we will no longer support such a platform. 

  The complaint: 

  The house drain and sewer is root infested as determined with a camera service in January of 2023.  We installed a full 6"exterior clean out to access line.  At time of clean out installation sewer was jetted with camera to cut roots and clean line.  ROOTS WHEN CUT OUT GROW BACK.   When you use wipes that are not biodegradable they will block the sewer if they get hung up in roots or sewer mis alignments from roots.   When you called on Sunday "fathers day" not sure why you would think our clean out installation would cause your back up and drain cleaning would be free?.  Our warranty hours for anything is at standard hours.  If you require or request emergency service we would subtract standard rate from emergency rate and charge you the difference.   Drain cleaning is not a fix other than the fact that we created flow.  There was no repair performed to warranty.  We can not warranty that we pulled all the wipes out of the sewer and we always suggest a camera inspection to see where and how many root areas had grown back.  A year with little rain will create heavy root growth when a sewer has a reliable source of water.

  Customer Answer

  Date: 07/05/2023

   
  Complaint: 20222262
  
  I am rejecting this response because: Problem not resolved.
  

  Hired Jim Wagner Plumbing to correct backup problem. They replaced pipe and installed a cleanout. This was completed February 13, 2023. The cost for this was in excess of $6000. On June 18, 2023 experienced a backup again. Called the same plumber. They came and rodded from the cleanout out toward the street. They claimed that the problem was wipes so had to pay because there was no warrantee for previous work. This was at a cost of $670. Flow improved a bit. On June 22, same problem occurred. They claim they would come out for usual fee and extra if emergency visit. The initial work should have taken care of the problem. After all of this work and additional visit Called another plumber and they came out and fixed the problem expeditiously. This plumber analyzed the flow and determined that the problem was between the house and the cleanout.  He rodded toward then house and then toward the street and the problem was fixed. The cost was $230.  I would like a settlement of be $670 or the $200 for the expense of the second plumber.

  --
  

  **************************;
  Phone: ************

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

  Business Response

  Date: 07/13/2023

  Still not sure what we did to warrant a negative review or complaint?  There was no warranty on the possibility that tree roots would grow back.  The clean out in the front yard is full size and serves as an access to clean the line to full size.  Tree roots will grow back and wipes will hang up on tree roots.  If the sewer was free of roots then you could flush wipes.  If our new pipe clean out caused this issue then we would address that but our connections and pipe were not the issue.   

  Customer Answer

  Date: 07/15/2023

   
  Complaint: 20222262
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/01/2023

  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.

  On 2.1.2023 Jim Wagner Plumbing responded to our emergency call. Our sewage pipes were backing up in our house. They came and rodded the pipes to allow the system to work on a temporary basis. They suggested we have them scope the pipes with a camera and see how bad the blockages were. The pipes were sealed and we paid for emergency service ($1,025.87). Once the plumber left we realized that the pipe was not sealed correctly and was now leaking in the house. Another plumber was sent back on 2.3.2023 to repair the new leak and scope the pipes. They said the pipes were so badly blocked by roots we needed to replace them to the sidewalk. They came out on 2.8.2023 and used a digger to dig an 8 ft trench and replace the sewer pipes. They filled the hole and left ($10,671.76). The hole was filled with giants mounds of dug out ground which left massive gaps and a huge mountain of dirt in the front yard. We hired a landscaper ($950) to remove the excess dirt, and regrade the area so the water was not going toward the foundation. On 2.9.2023 the area faced heavy rains. The window well near the dig site started to fill with water from UNDERNEATH and started to pour through the basement window and flood our basement. We immediately called ***************** and begged them to come and look at the issue to figure out why this was happening. They refused. We hired another plumbing *** to help find why we were getting all this water. They found by scoping the sump pump(which was right next to the affected area)that *** Wagner severed the sump pump discharge when they dug the hole and it was discharging into the ground, filling of the window well and causing the flooding. We had to reroute the sump pump discharge to a new pipe so it would have somewhere to go vs into the ground against the foundation ($2,009.00) We contacted *** Wagner to ask for help. We asked to be contacted by management and ownership to resolve this error and receive compensation. We have been completely ignored.

  Business Response

  Date: 03/02/2023

  Tell us why here...

   

  To whom it may concern,
  
  We have followed up with both Mr. and **************** after the sewer repair was made.  The dirt left was the dirt removed to access the sewer.  The soil will compact but needs to do it organically with water.  We explain this and do not restore landscaping.  We always advise not to have a landscaper remove soil on account of the soil will settle back to the original height.   The yard will require soil to be brought back to fill if soil is removed.   This is not a one off issue, this is how every excavation in a yard is performed.  We have explained this.  It also states we are not responsible for landscaping restoration on our contract.  We were pleased with the yard after the repair was made and the mound of dirt was common for the sewer depth.  

   

  The sump pump discharge:  We were contacted about a window that was leaking at the window seal in the window well.  Very small amount of water.  This was the day after the sewer repair we received heavy rain about an inch in 4 hours.  Not sure how this has anything to do with the sewer repair.  Mr ***** ***************** said the sump pump discharge was creating the water to pool in that area.  When the sewer repair was performed we never saw the sump pump discharge piping and have no knowledge to where it goes.  This pump handles rain water and does not discharge into the sanitary sewer.  We visited the site to inspect the issue the day after and the plumber that performed the televise service and quote for sewer repair gave a price to re route the discharge piping from the pump to the gutter piping. This was priced at our direct cost of just under $1000.00.   

   

  Not really sure how much more we can do for them that we have not already.  The plumber that made the sale and saw the project through on site is the person that makes sure the job is performed correctly.   That would be your point of contact on the job.  If there was a correction that required additional work we would have priced out at time of service.  A agreement could not be met on account of they feel we should correct the discharge for free and give them compensation for the landscaping.  I feel that we are not liable for either and should not have to perform services at a discount of cost to help the entitled.  But we tried too.