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:02/04/2025

  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.

  Filed a warranty claim when our main drain line was backing up into the house. Drain was cleared but continued to have problems. 2 plumbers that I have had look at the drain line, plus DRHI's own plumber verified via video camera inspection that there are several sections of the main drain line that have a positive slope creating "bellies" that are holding water causing backups into the house. They have stopped returning emails and texts when asked when they are going to come and repair the main drain line.

  

  Business Response

  Date: 02/10/2025

  business response to complaint **** ***** ******* *** ********** Filed a warranty claim when our main drain line was backing up into the house. Drain was cleared but continued to have problems. (DRHI Response) Last time we were contacted about a drain issue was 11/23/24. *** ********** 2 plumbers that I have had look at the drain line, plus DRHI's own plumber verified via video camera inspection (DRHI Response) Through email communication with homeowner we have been made aware that he contacted ******* ******** and **** ******. These companies are not our plumber. The homeowner has not provided us with any camera footage from **** ****** or ProLine. *** ********** There are several sections of the main drain line that have a positive slope creating "bellies" that are holding water causing backups into the house. (DRHI Response) Our contractor, * ****** ********, who is responsible for every phase of plumbing on *** ****** home. All drain, sewer and water utilities to city stub as well as all interior plumbing and finish plumbing. * ****** ******** performed 100% of the plumbing. * ****** has been to *** ****** home several times and ran the camera on his homes main drain line at a minimum of 3 times. The initial camera scope showed the area of concern. DRHI and *** ****** agreed to what needed to be fixed and * ****** ******** came to home to do the repair. The flooring in the basement was removed and his basement concrete floor was broken up so we could fully repair the issue. The area of concern was fully repaired and *** ****** agreed. The basement floor was repaired, and flooring was reinstalled. The second camera scope showed waste build up near the area that was repaired and we believe that shards from the pvc that was repaired potentially clogged the pipe. We had this drain augered and drain line cleared. The third camera scope after *** ****** had a backup on 11/23/24 and * ****** was not available to do a drain scope on this day and could do one on 11/25/24. I called A1 sewer and septic to auger the main drain and clear the line. This was completed on 11/24/24. On 11/25/24, * ****** ******** was able to come to *** ****** home and do a camera inspection of the main drain line. This is when wipes were discovered and believed to be the reason *** ****** is having the backups. Thankfully, since the last camera inspection from November of 2024, we have not bee

  Customer Answer

  Date: 02/19/2025

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

  *** ********* - Response to DHRI comments

  
  
  *** ********** Filed a warranty claim when our main drain line was backing up into the house. Drain was cleared but continued to have problems. 
  (DRHI Response) Last time we were contacted about a drain issue was 11/23/24. 
  *** *********  We have attempted to contact DRHI on multiple occasions since the repair via email on 11/23/2024, 12/3/2024, 12/6/2024, 12/9/2024, 12/11/2024, 12/27/2024, 1/9/2025, 1/13/2025, 1/16/2025, 1/17/2025, 1/22/2025, 1/27/2025, and 2/3/2025. As well text messages to ***** ******** *************) on 12/26/2024, 12/30/2024, 1/28/2025, 1/30/2025, and 2/4/2025.  None of which were ever responded to.
  
  *** ********** 2 plumbers that I have had look at the drain line, plus DRHI's own plumber verified via video camera inspection 
  (DRHI Response) Through email communication with homeowner we have been made aware that he contacted ******* ******** and **** ******. These companies are not our plumber. The homeowner has not provided us with any camera footage from **** ****** or ProLine. 
  *** ********* ProLine was called initially due to not knowing it was a warranty type item.  They saw with their camera that there was several areas that had a positive slope causing them to hold water which they believe is the root cause of the issue and recommended us to call our builder for repair due to the plumbing being under warranty.  We called the next day, ***** ******** ******** noted the areas holding water but that it was not enough to worry about.  We have since learned otherwise, that there is no building/plumbing code that allows any amount of standing water in the main drain line.  When the issue occurred again on March 4th 2024, we were forced to call *********** because our request for service was being ignored.  They echoed ProLine's assessment and recommended we get with our builder for repair.  The video from RotoRooter was provided to DRHI and their warranty company on June 7, 2024.  DRHI and ******** have also viewed the video on my phone while they were assessing the needed repairs.
  
  *** ********** There are several sections of the main drain line that have a positive slope creating "bellies" that are holding water causing backups into the house. 
  (DRHI Response) Our contractor, * ****** ********, who is responsible for every phase of plumbing on *** ****** home. All drain, sewer and water utilities to city stub as well as all interior plumbing and finish plumbing. * ****** ******** performed 100% of the plumbing. * ****** has been to *** ****** home several times and ran the camera on his homes main drain line at a minimum of 3 times. The initial camera scope showed the area of concern. DRHI and *** ****** agreed to what needed to be fixed and * ****** ******** came to home to do the repair. The flooring in the basement was removed and his basement concrete floor was broken up so we could fully repair the issue. The area of concern was fully repaired and *** ****** agreed. The basement floor was repaired, and flooring was reinstalled. The second camera scope showed waste build up near the area that was repaired and we believe that shards from the pvc that was repaired potentially clogged the pipe. We had this drain augered and drain line cleared. The third camera scope after *** ****** had a backup on 11/23/24 and * ****** was not available to do a drain scope on this day and could do one on 11/25/24. I called A1 sewer and septic to auger the main drain and clear the line. This was completed on 11/24/24. On 11/25/24, * ****** ******** was able to come to *** ****** home and do a camera inspection of the main drain line. This is when wipes were discovered and believed to be the reason *** ****** is having the backups. Thankfully, since the last camera inspection from November of 2024, we have not been made aware of any new backups and that these were all potentially self-induced. 
  *** ********* We NEVER AGREED that what needed to be repaired was completed.  DRHI/******** finished the interior and wanted to give it a few days to a week to see how everything was working.  When we had another back-up before the previously planned appointment for ******** to come out and perform another camera inspection to see where the outside concerns were.  A-Bright's plumber Terry, said multiple times during his multiple visits that there would be no way to know if the clogging issue was corrected until the outside "bellies" as he called them, were repaired.  No one in this household has ever flushed a wipe.   DRHI/******** have always tried to blame us for improper usage.  They initially insisted feminine hygiene products were being flushed down the toilet until we told them that no one in the household uses said products due to medical conditions.  They now continue to insist that wipes are being flushed with no proof to show for it.  Even after DRHI/ABright flushed the lines with every sink full of water multiple times, water continued to be held in those "bellies".  The camera inspection screenshot is no evidence of a wipe, there was a darker yellow piece of waste in question more resembled a towel/wipe that Terry was using to clean his equipment throughout his visit.  Perhaps there was one left in the pipe during his repair.
  
  *** ********** They have stopped returning emails and texts when asked when they are going to come and repair the main drain line. 
  (DRHI Response) Communication has stopped once * ****** ******** sent *** ****** a letter regarding the last camera inspection with their findings. The last camera inspection by * ****** ******** showed no belly in the repaired area. But what was a concern in the last video is that there were wipes being used by *** ****** or his family and that you could see this on the video and not toilet paper. This is an issue as wipes are insoluble and could dam up the pipe with waste. I also reached out to the City of Grain Valley and spoke with their City Public Works Director, and he had a crew come by *** ****** home to see if there was a belly on their side of the sewer and make sure that the drain line from *** ****** home to the city was flowing efficiently. The drain was flowing efficiently and no reason of concern. We also had a second plumbing company that is unbiased and has no skin in the game to give their opinion on the last video that * ****** ******** provided. Their opinion is the plumbing drain lines were installed properly. This validates what was discovered by * ****** ******** and the City of Grain Valley. *** ****** and his family are causing the backups and need to stop using wipes and have the foresight to give courtesy flushes to make sure all solids flow smoothly. *** I do have the video of the 3rd camera scope from * ****** ******** but I could not upload it to the portal due to its size***
  *** *********  The letter from ******** was stating their position in the matter.  There was no communication from DRHI regarding the completion of the warranty work stated in our build contract and subsequent builder's warranty provided by the builder as part of the contract.  The belly inside the house may have been repaired but the multiple bellies outside have never been addressed even though they were noted by both sides plumbers and videos.  Davey called the City of Grain Valley to determine where the city responsibility for plumbing ended and property owner began.  After multiple attempts to contact Davey regarding what he found out from the City, I phoned the water department myself and spoke to Patrick who said he had had conversations with ******** and Davey and stated the city responsibility ends and the main line and property owner/builder/developer responsibility begins at where it connects to the city line.  I also asked Patrick while I had him on the line if there was any city building code that allows for standing water to collect in any part of the homes main drain line, to which he replied that there is no code that allows for any water to be left standing in the main drain line.  Regarding the City of Grain Valley's inspection, per Patrick, they only looked at the city sided of the pipe, they did not inspect any portion of our home's drain line.  If DRHI and ******** thought the interior was the only part of the repair, why did they contact the city to see where city responsibility began?  Who is the second plumbing company that provided this "unbiased" confirmation of your position.  Have they seen the entire video of the area in question, or just the interior? 
  
  The ultimate issue, clogging aside, is that the main drain pipe does not meet building/plumbing code as per DRHI contract with us.  I have asked them on multiple occasions to provide any code that allows water to stand inside the main drain line, to which they never respond to because there is not one.  A-Brights own plumber and Davey agreed that the outside needed to be repaired until the owner of ******** refused to repair it under his contract with DRHI.  I too, have a video taken by RotoRooter that cannot be uploaded due to size, but could try to make it available via OneDrive if needed.

  
  
  Sincerely,
  
  
  
  ***** ******

  

  Business Response

  Date: 03/05/2025

  I wanted to drop a quick note on the above complaint #.  We will be responding to the response from ***** ******.  The builder had a baby and has been out of the office, and we intend to respond this week.  Thank you for your understanding.  

   

  Have a BLESSED Day!

   

  DRHI Office

  ************

  

  Business Response

  Date: 03/22/2025

  As described in the previous communications our position is that there is nothing wrong with *** ****** sewer line. We have went to his property and made the initial repair and conveyed our belief that using flushable wipes and a courtesy flush when necessary. Our office has not been contacted of any backup since November of 2024. 

• Initial Complaint

  Date:06/13/2024

  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 got a boundary survey done so that we could get a fence installed around our new home that Dave Richards built. We found out that the sprinkler system that Dave Richards installed was installed 8-10 feet outside of our property line. I contacted Dave Richards to let them know of their mistake and that they should pay to move the sprinklers inside of the property line and was told that, since I won't remove my negative review of their business that they will not pay to move the sprinklers to their appropriate place on our property. This company needs to pay to move the sprinklers due to installing them improperly in the first place.

  Customer Answer

  Date: 06/18/2024

  The invoice for moving the sprinkler heads to the correct place within the property line.

  

  Business Response

  Date: 07/01/2024

  We received the compliant on 7/1/24.  We will reach out to the homeowner and sub-contractor and if complaint is valid we will schedule repair as soon as possible.

  

  Business Response

  Date: 07/01/2024

  We did not receive the invoice that the homeowner attached to this compliant via mail so just saw it.  We need to do some investigating on our end since this was already completed.