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:02/02/2023

  Type:Billing 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.

  Company sent technician on 1/18/2023 to fix a main-drain clog that had flooded a large section of my basement and filled my double utility sink about 1/3 with water. Technician asked me where is the water coming from? which seemed like an odd question since that is why he was there. I called the company manager to convey my concern; manager insisted the tech knew what he was doing. After about an hour and a half, technician told me to flush an upstairs toilet. He then told me my problem was fixed. I was presented with an invoice for $195, with a $45 senior discount after the technician (improperly) asked me to state my age, whereupon I wrote a check for that amount. Later that evening I washed some dishes by hand and ran the clothes washer once on a rinse cycle. Before going to bed, at about 1 AM, I went to the basement to check for any concerns. To my shock I found the entire large section of floor again covered with water and the utility sink filled with water, this time almost to the brim. I placed two urgent calls to the company; it claims to be available 24/7. Neither call was returned. The next morning, the technician called and said he had accidentally turned off his phone. A few hours later, a manager called and said he was sending someone over; I told him Id already enlisted another company as Id lost confidence in Drain Doctor. I explained my reasons in detail, and advised that I had stopped payment on the check. He responded that my input was very helpful. The plumber who fixed my issue later that day said the quick toilet flush insufficient to check if the problem had been fixed and that the tech should have run water for at least 10 minutes before leaving.On 2/3/2023 I received a past-due invoice from Drain Doctor: $245 for its work and $25 for having stopped the check. I believe these charges to be unwarranted. Not only did the company fail to fix my issue; it left my property in a vulnerable situation overnight.

  Customer Answer

  Date: 02/15/2023

  I have not heard from the business in response to my complaint.

  At this time I am willing to pay the original invoice for $195 that was issued to me at the time of service. This is despite the fact that the technician not only failed to fix my problem or to sufficiently test that it had been fixed and that it recurred, to an even worse level than before, within hours of his leaving, and despite  the fact that I was unable to reach anyone on call at around 1 a.m. in the morning, immediately after I noticed the new flooding. The business advertises itself as responding 24/7; my two calls at/around 1 a.m. were urgent. The re-flooding in the basement could have caused a catastrophic level of damage overnight. The technician called me at around 7 a.m. and stated he had "forgotten" to keep his phone turned on despite evidently having been on call.
  

  I am not willing to pay the invoice for $245 that was sent subsequently to me by mail, reflecting that the senior discount I'd been given at the time of service had been revoked--seemingly in a retaliatory spirit. Nor am I willing to pay the "late fee."

  If the business agrees to the payment of $195 I will send it to them ASAP.
  

  

  Business Response

  Date: 02/26/2023

  Answer to ******************************* Complaint: Drain Doctor serviced ****************** by snaking her main line in her basement and ************** stated that he did test the line with water and line was clear. She did call back that night at 1:00am and it happened to be the same technician on call, according to ******************, ************** did not return her call, he had said his phone was off. I can understand that was upsetting, as long as nobody ran water in the home she would not have had any issues until we were able to get back to her home and power snake the line again at no extra cost, we do guarantee our work for 90 days. Unfortunately, she took upon herself to stop payment on the invoices, which we do occur a bank fee, it seems we got off on the wrong foot. At this time we will NOT charge her and would rather end our professional relationship at this

  Customer Answer

  Date: 02/27/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************************