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:03/20/2024

  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.

  It was explained in *************, including the many turns in pipeline, and that Ive have other plumbers come to solve sewer backup issues and felt as if I was just donating money because I still have same problem.No one has been able to fix it. I was assured two workers would come and be able to go pass the 132 or so feet to reach city main sewer line. This was not the case. B & B Drain techs went the same distance as the other guys. I still have sewer issues and had to pay $204.37 to hear they are unable to deliver . I have no resolve for the money I paid them. I feel I was taken advantage of. They knew the problem before hand and they didnt resolve it. I called the company while tech was still on site and spoke with the supervisor, informed him the tech was unable to go pass 132 feet, only one tech came not two. I asked him what was the plan? He stated he needed to speak with his tech. Supervisor called tech immediately and asked why is that woman calling me? I could hear their conversation. It is my position that I be refunded the money due to B & B Drain tech not having the ability to do or go any further than what I had previously stated the plumbers prior had gone.

  

  Business Response

  Date: 03/26/2024

  I regret the frustration you experienced during your recent service with B & B Drain techs. It's disheartening to learn that despite our best efforts, your sewer issues persist, leaving you feeling dissatisfied with our service.

  I want to assure you that we take your feedback seriously, and immediate action has been taken to thoroughly investigate the matter. Your insights into the miscommunication within our team and the service discrepancy are invaluable to us. Transparency and accountability are core values within our company, and we are dedicated to addressing any shortcomings.

  Upon consultation with the referring plumbing company and **************, several key points have been clarified:

  Previous plumbers faced similar challenges at your address and made comparable recommendations regarding the installation of "cleanouts" for each bend in the line. Your awareness of these issues and the line's complexity was evident in your communication.

  Despite the increased difficulty posed by your drain line, we managed to reach over 130 feet compared to the standard 100 feet reached by other companies. However, further progress without cleanouts is not feasible.

  Our standard protocol dictates the deployment of a single technician for tasks that require only one. Additional labor charges apply if two technicians are required.

  It was communicated in advance that a $60 trip charge would apply for service in ******** **, which you agreed to pay.
  Although the total bill amounted to $264.37, ************** offered a $60 discount without prior authorization to assist you, which you accepted and paid accordingly.

  Regarding your request for a refund, we regret to inform you that we will not be issuing one. Clear expectations were established upfront regarding the complexity of the job and associated costs. Furthermore, ************** provided a discount in good faith to aid you. We believe we have taken appropriate measures to address the situation. However, we can refer you to a qualified plumber who can install the necessary cleanouts to ensure future success.

  Once again, I apologize for any inconvenience caused. We value your business and trust in us, and we remain committed to regaining your confidence in our services.