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:10/20/2022

  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.

  On 9/13/22 I contacted Gateway Sewer and Drain to come to my home and auger our main drain in the basement as well as anything else they thought might be an issue since we were having problems with the basement toilet not flushing and sometimes having water back up through the shower drain and the main drain in the basement. They came out and augered the toilet and then seemed to be focused on a cleanout outside that they said must belong to MSD or someone else. The toilets flushed at the time they left so I assumed they had done all of the work asked of them. I paid them $218.75 at the time the service was performed. Then on 9/17/22 I had to contact them again because I again had sewage backing up in the main basement drain. They came back out and and this time it was a different person. This person augered out the main basement drain and found a tampon and unclogged the drain. (No one in my house had used a tampon in several weeks so it became very apparent they did not do what was asked of them the first time). At this time they charged me again even though this was the issue I had called them for the first time. This time they charged me $262.50 which I paid at the time of service. I then contacted the office to find out why I was being charged twice for the same service within the same week. I was told that even though it was the same issue I called about they performed different tasks. I am not a plumber, which is why I contacted them, so the fact they were different tasks really doesn't hold water for me since it was the same concern that I contacted them about. As a customer the expectation was that they would address the issue they were contacted to do and stand behind their work. It is my hope that they will see they did not perform the service they were asked to do the first time and would refund the money from the second time they came since they did not do what was asked of them the first time.

  

  Business Response

  Date: 05/15/2023

  Our Service Manager did reach out to the consumer in November and discussed the issues at hand. We did offer a resolution.

  Customer Answer

  Date: 05/23/2023

  They did not make any good faith efforts to resolve the situation.  I called them back and told them I didn't want to be charged twice for something that should be done right the first time.  I told him all I wanted was to be compensated for one of the two service calls I paid for and that was the last contact I had with him.