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:04/16/2025

  Type:Order 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.

   
  Complaint: 23213811
  
  I am rejecting this response because: we had an appointment scheduled for this morning (5/23/25 as stated in the business response) at 8:30am CST. It is now 9:20am CST. No one is here, and it became clear that the appointment had somehow not truly been scheduled. Although the company claims via phone (with 15 minutes of holding) that they will now send someone out, my husband has to leave for work (he had blocked out the agreed-upon scheduled time to be available), and I do not feel comfortable managing this alone since I have been treated with such disregard, disrespect at times, and fraudulent misrepresentation in the past.
  
  Sincerely,
  *******************were using pressurized hoses to clean out the city sewer line at the street. The workers explained that our home must be one for which the home sewer line enters the city line at a flat grade (NOT at a downward angle), causing excessive bubbling from the pressure inside the home. Angry at the intensity of that pressure, I (homeowner) stated that there had better not be any damage caused to our CIPP. The city worker showed us footage of our connection into the city line, demonstrating that not only is there no liner, but there are also significant roots growing as far up as the city line camera could ******* talking with multiple dispatchers, multiple managers & a tech, as well as the General Manager on 4/10/25, their company states they are not liable for any reparations because the signed contract states "up to 40 Feet of CIPP" rather than to the city line. They're not wrong, yet this was fraudulent misrepresentation. They offered to seek resolution but have not done so.

  

  Business Response

  Date: 05/19/2025

  Hi, 

  On behalf of the **:

  I apologize for the delay in communication. We have spoken with the ******** multiple times regarding their issue with the original service that was performed. It was stated that we did the work that was contracted and the customer agreed. This issue came about when a City Worker performing a service, did something incorrectly which caused sewage to back up in their home. During the ordeal they stated that there were tree roots in their line and that we didn't do what we were supposed to do which was untrue. We offered to have someone come out and camera their line to see what was going on. Upon placing a camera in the line, we found that not only did they receive almost 70ft of lining versus the 40ft that was contracted, but there weren't any tree roots in their line whatsoever. 

  We have spoken with the customer and have scheduled a date of the 23rd to come out and camera the line again to show them what we are seeing in their line. We are hoping that this can reduce any concerns that they may have and rebuild the relationship. We do not want to lose them as a customer. 

  Please let us know if you need anything further. 

  Customer Answer

  Date: 06/03/2025

   
  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.

  Thank you for helping to meditate a resolution.

  Sincerely,
  
  Sierra ******

  

  Business Response

  Date: 06/02/2025

  We have spoken with Mrs. ****** and apologized for the inconvenience and the miscommunication on our part. She expressed a lack of trust in our company due to the repeated failures on us following up on the initial issue. We agreed to have our technician come out and camera the line and give them the video file to access with a third-party to ensure what we were stating was true. They would like clarity on how much liner was placed during the initial installation, how far is it from the main and if it covers the joint. Once they have had a third-party review the video, they will be getting back to us on what was discovered, and we will go from there. 

• Initial Complaint

  Date:08/19/2024

  Type:Order 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.

   
  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,
  
  ******** *****

  

  Business Response

  Date: 09/20/2024

  We have every desire to address the consumers' needs and provide the best solution available to resolve the issue as soon as possible. We do apologize that this was not handled accordingly. Since then, I have personally sent a copy certified mail to ensure the consumer receives the requested information.

  Please see tracking number below!!

  Tracking #********************

  If any further information is needed, please don't hesitate to reach out and ask for ***** *****. 

  Again, please accept our sincerest apology for any inconvenience we may have caused. 

  Thanks,

  ***** ***** - HR / Office Administrator

• Initial Complaint

  Date:10/07/2023

  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.

  We were provided a verbal quote and agreed to have work completed at our home. We considered this an emergency due to leaking water in our finished basement. When we got our bill there was just a summary writeend paragraph for work but no breakdown of charges. We have made several requests and they have failed to provide what we asked. We now fear that this is an attempt to be transparent due to price gouging. In addition to this they incorrectly vented our tankless water heater next to the fresh air intake.

  

  Business Response

  Date: 01/03/2024

  First of all, let me express my sincere apologies for any inconvenience this may have caused. Our process here at Duane Blanton Plumbing Sewer Heating & Cooling is that a tech is dispatched to the house to analyze the problem. We do not give breakdowns on the price for time and material. We give up front pricing for all our jobs and explain what everything costs while showing the customer the estimate. An invoice is created and billed to the customer based on the job itself, not hours. This means that it doesn't matter how many trips or hours the job requires; the customer is only responsible for the invoiced amount. Our billing system is not set up to provide itemized bills; therefore, we were unable to provide the customer with such request. The customer has received work from us in the past with the same billing process in place without any complaints. In addition to the incorrectly vented tankless water heater, I see we returned to the job and corrected this problem at no extra cost to the customer on 10/02/23. Once again, please accept our sincere apology for not being able to provide you with your request and thank you for letting us know about your concerns, we hope you still consider us for any future needs.

   

  
  

  Best Regards,

  *****

  
  

• Initial Complaint

  Date:12/11/2022

  Type:Customer Service 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.

  They Ran a Rodder From My Neighbor Side To My Side And Broke My ************* Just Left, Said They Would Be Back Monday, Leaving my Disabled Mother With No ********** Toilet for 3 Days so far & Me With ***** on My Hands. (i am Filing destruction Of Property Against Them Fixed By Monday)

  

  Business Response

  Date: 03/10/2023

  ****,
   
  On 12/14/2022 we went out to the residence of *****************************. We installed a new toilet at no cost to replace the broken toilet. As far as firing **************, this was a simple mistake that he corrected and took care of, so we will not be firing him or the helper that was with him. We did not send a refund check for the toilet as we replaced it.
  
  Thank you,
   
  Ryne Blanton, General Manager.