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:04/29/2025

  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 purchased a toilet from them about 3 ish years ago. I specifically asked for a high power flushing toilet to prevent clogs in the future. I was told by W.C. Borchelt that you could flush a wash rag down it and it would still flush. Well it had gotten clogged by a number 2 and it had run out of the bowl and tank. By the time we discovered it, it was too late. Damages of $30,000 to my home. I immediately called my home owners insurance and Servpro was on the scene along with a plumber from W.C BORCHELT. I watched the plumber use an auger on my toilet WITHOUT a protective sleeve on the tip. After the clog was cleared, which they billed me $235 for, the toilet and everything in the half bathroom was removed by Servpro. Servpro simply removed the toilet and it was covered in a black trash bag and set aside. Nobody BUT W.C. BORCHELT put anything inside my toilet. This happened in December 2024. It took 4 months for the repairs of my home to be completed. My toilet was put back recently and I immediately noticed scratches in the bowl. I called W.C. Borchelt and advised them that the scratches are consistent with maluse of the auger. These scratches can ONLY BE and ARE indeed scratches caused by them and the auger. But **** Borchelt says he only has a 90 day guarantee and it could have been caused elsewhere. Give me a break. Borchelt is the only company that stuck anything down my toilet. This damage was done by W.C BORCHELT. So basically I got a toilet not promised to do what they said and I paid them $235 to unclog it and I apparently paid for scratches from them not being careful with the auger or using a protective sleeve. I would like my toilet replaced.

  

  Business Response

  Date: 05/20/2025

  To whom it may concern ,
  I would like to start by apologizing for the delayed response. I was only recently made aware of the recent complaint to the Better Business Bureau. We were called out to ******* ***** home on December 13 , 2024, for a clogged stool. We sent our most senior plumber, **** **** to repair the problem. **** has been with us for 35 years and in the industry for more than 40 years. after assessing the situation **** determined the best course of action was to all auger the stool. **** has augured countless stools before this job and since. After auguring the stool, he also determined that the flapper needed to be replaced. We were paid by the customer and left her home. We have not heard from the customer again and considered the matter closed. In early April of this year, we were notified by the customer that she thought we had damaged her stool during the auguring process. She stated that she watched him damage the stool at the time of the original service on December 13. Curiously, she never called to mention the damage at the time of service. It was only after her remodel that she mentioned this. After being made aware of this the first thing I did was inspect Mikes closet auger that he used to clear her stool. The protective rubber covering at the foot of the auger was in place in good condition. after talking with the homeowner, she revealed that the stool had been removed, stored, and reinstalled during her remodel by other contractors between the timeframe of us servicing the stool and now. The customer also informed us that the stool was not flushing properly. I sent another licensed plumber to her home to check on the marks and make any repairs to the stool that she said was not flushing properly. Our plumber adjusted the flapper, inspected the scratches and attempted to clean the marks in the bottom of the stool. Although he was able to repair the flapper, the marks in the bottom of the stool would not come off. It would be difficult for us to warranty. Any marks that are on the stool due to the fact that we were not the last ones to work on said stool. We were also not informed about the marks in the stool until over four months later, and after other contractors had worked on it. In good faith, we did not charge the customer for the April 22 visit to repair the flapper and inspect the marks on the bottom of the stool. I am sorry that the customer feels that we are responsible for the marks in the bottom of the stool, but I also believe that we made an effort to remedy the situation by going out and repairing the faulty flapper and attempting to clean the marks, despite the fact that we were not the last ones to touch the stool. The stool in question was originally installed three years ago by us. She has since stated in a ****** review that we sold her the toilet that overflowed and caused considerable damage to her home. Its almost as though she blames us for the damage to her home because the toilet overflowed. She stated that we told her that this stool would flush a wash rag. It is our company policy to not speak in such hyperbolic terms. These are guarantees that we cannot make. In the same post, She called us liars and thieves. It is extremely hard in situations as these to settle things in an amicable fashion with someone that has so much disdain for you. Thank you for your consideration.
  
  *** ***** II