Complaints

This profile includes complaints for CDL Group of Companies's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  CDL Group of Companies

  1308 N Walnut St Pittsburg, KS 66762-3034

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  CDL Group of Companies

  911 Industrial Rd Humboldt, KS 66748-1509

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  CDL Group of Companies

  602 N Michigan Ave Joplin, MO 64801-1967

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  CDL Group of Companies

  821 S 21st St Parsons, KS 67357-4521

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  CDL Group of Companies

  202 N Osage Blvd Nevada, MO 64772-2635

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:05/07/2023

  Type:Billing 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.

  My family contacted the plumbing dept. of CDL Electric on March 13th, 2023 to fix a toilet clog that kept us out of our house over the weekend.
  The plumbers attempted to unclog the toilet, but failed. They claimed that a "clean out" had to be installed on the sewer line outside of the house. It would be the "only way to fix the problem". They would need to return to locate the sewer line, dig, and install the clean out later in the week.
  When they returned, they dug in the year for two days but "could not locate the sewer line"(all while charging an hourly rate for 2 to 3 workers). I took a shovel and located the sewer line for them.
  They claimed to have installed the clean out and that it "worked". They claimed to have removed the clog.
  My family was forced to relocate for a couple of weeks while the bathroom floors were repaired(due to the overflow from the clog).
  When we returned to our home, the toilets continued to be clogged. Our Homeowner's Insurance called **********. ********** said that the clean out installed by CDL was "wrong", "poorly installed", and "unusable".
  A second plumber(not from CDL) was called to fix the problem. He was able to install a correct clean out that allowed ********** to locate the clog that CDL lied about removing(it had just been "shoved further down").
  Trying to rectify this with CDL, I was lied to by the managers. The managers at CDL fraudulently claimed:
  1. the clog was corrected on the 1st day(before they installed the bad clean out)(Absolutely untrue).
  2. I "asked them to install the clean out" even though "the toilets were unclogged" and "it wasn't really needed"(Again, untrue. The toilets were never unclogged by CDL).
  3. They "didn't even install the clean out", they just "raised an old one" they found(Untrue, there was no "old clean out". The only clean out was the bad, unusable one they installed).
  Now I'm having to pay a 2nd plumber to do what CDL lied about doing. Can you please help with a resolution?

  Business Response

  Date: 05/11/2023

  Dear Joe *******,
  
  Thank you for bringing your concerns to our attention. We appreciate the opportunity to provide clarification and address the issues you have raised. We understand that there may have been a breakdown in communication, and we would like to shed light on how our technicians handled the situation.
  
  On March 13th, our technicians responded to your residence to resolve a toilet clog. We were informed that there was no cleanout present that would allow easy access, and our technicians proceeded based on this information. We pulled the hall toilet off the floor and attempted to clear it with a snake but because the toilets were back to back we were unsuccessful. Consequently, our team informed you of the need to excavate and install the cleanout.  Permission to do so was obtained and the excavation was scheduled for March 17th. CDL engaged an emergency locate service to locate underground utility lines. The initial attempts to locate the pipe using an excavator were unsuccessful. With your permission, our team was instructed to exhaust all available means to locate the pipe and resolve the issue. After successfully finding the pipe, we attempted to employ camera inspection techniques to identify the clog. The process of deploying the camera was unsuccessful due to the angles and fittings of the pipe.
  
  On March 20th, we dispatched our Master Licensed Plumbing Technician, who utilized a sink machine through the roof vent to identify the sewer line, where it leaves the house. To access the pipe, we had to remove the stairs and make adjustments to the landscape. During this process, we discovered that there was a cleanout buried beneath the steps of your deck. The cleanout, which was buried two feet deep, required raising the cleanout to meet code requirements. Accordingly, you were not charged for a new cleanout just the labor to bring the old one up to code. Once these modifications were completed, the clog was successfully cleared, and the line was tested to ensure its integrity. We conducted multiple flush tests, both by our technicians and the person who was on site as the homeowner, which yielded successful results before our departure on the 20th.
  
  Throughout this process, the work was performed by a team of four individuals, consisting of two on the 13th, three on the 17th, and three on the 20th. Multiple personnel are often deployed to ensure the safety of our workers and the efficient completion of tasks, accounting for any unforeseen circumstances that may arise. We acknowledge your frustration with the presence of a clog, but it is important to consider the various factors that can contribute to the diagnosis. Given that the line was cleared, and the homeowner successfully flushed the toilet multiple times without any backup water, we considered the problem resolved. However, as you were away for two weeks with other individuals accessing the house, it is possible that a secondary clog occurred during that time.
  
  We understand your concerns and would like to work toward a resolution. Please let us know if you have any further questions or if there is anything else we can do to address the situation.
  

  Customer Answer

  Date: 05/15/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  The company, CDL is failing to adequately respond to my concern.  I am attaching two documents that support my claim that CDL failed to adequately preform the job that I hired them for and has lied about.  The first document is a statement(without the invoice) from ******* ********, the company I had to hire to complete the work that CDL failed to do and lied about completing.  The second document is from **********(statement and invoice) outline clearly that they sewer line that CDL was hired to unclog was never unclogged(as evident by the objective presence of a compacted clog and moderate tree root growth in the sewer line).  Additionally, both statements verify that the installed clean out was useless.  

  My family had a stressful and emergency situation, CDL technicians failed on their first day to unclog the sewer line.  The technicians told us that installing a clean out was necessary if we wanted usable drains and toilets.  They installed the clean out, and claimed that they line was clear and flowing openly all the way to the city sewer line connection.  When my family finally returned home(we had to remain out of our house while the floors were replace), we discovered within 4 or 5 flushes that the toilets/sewer line was still clogged.  ******* ******** and ********** discovered that the sewer line was never unclogged and that the clean out was useless.  Luckily, unlike CDL, ******* ******** and ********** were competent and able to adequately fix the problem.  Additionally, CDL has lied to me about many aspects of this job.  CDL's lies are so disparate and inaccurate that they are even unable to see that the lies that they are telling are actually exposing their technician to accusations, of lying, falsification, and price gouging.   

  Please review all of the attached documents.  All I'm asking for is consideration on the bill from CDL that takes into consideration the bills from ******* ********(not attached), **********(attached), and the excavation company(not attached).  I understand that plumbing can be tough, and some companies are better and more knowledgeable than others.  I shouldn't have to pay for CDL failing to complete a job and then lying about it, and pay the other companies that actually did fix the problem that CDL failed and lied about.    

  
  
  Sincerely,
  
  
  
  Joe *******

  Business Response

  Date: 05/25/2023

  We would like to inform you that we have made contact with Mr. ******* and held a productive and friendly discussion. At CDL, we have a long-standing commitment to prioritizing our customers and their satisfaction.
  
  In line with our dedication to excellent customer service, we are actively working on finding a mutually agreeable solution with Mr. *******. Our goal is to ensure that he is fully satisfied with the outcome and that his concerns are appropriately addressed. We understand the importance of resolving any issues promptly and in a manner that meets the customer's needs.
  
  Rest assured, our team is diligently exploring all possible avenues to achieve an acceptable resolution for both parties involved. We appreciate their understanding and patience as we work towards a positive outcome. Our focus remains on delivering exceptional customer service and maintaining strong relationships with our valued customers.

  Business Response

  Date: 05/30/2023

  We want to address the situation regarding our customer's bill and assure you that we are taking appropriate actions to resolve the matter.
  
  After a thorough review of the circumstances, we have resolved the customers complaint and bill. We recognize the importance of doing the right thing.  We value this customer and their satisfaction, and we want to rectify any inconvenience caused.
  
  It is our commitment to continuously improve and provide excellent service to our customers. We genuinely apologize for any misunderstanding or inconvenience experienced by the customer.
  
  Our intention has always been to serve our customers with integrity and respect. We deeply regret any perception that suggests otherwise, and we are committed to ensuring such instances do not happen in the future.
  
  We value our relationship with this customer and all our customers. Their satisfaction is of utmost importance to us, and we will strive to do better moving forward. We appreciate your understanding and support as we work towards improving our processes and providing exceptional service to all our customers.
  
  If you have any further questions or concerns, please feel free to reach out to us. We appreciate your cooperation and the opportunity to address this matter.