Trenching Contractors
Lining & Coating Solutions, LLCComplaints
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 1 complaint closed in the last 12 months.
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Initial Complaint
Date:04/28/2025
Type:Service or Repair IssuesStatus: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 originally had our pipes cleaned and relined (CIPP) from this company in May 2024. We paid $6000 plus tax and cc fees. We paid in full right after the job was done. I reached back out to them in March of this year because we have a guest bathroom upstairs that we hadn't used since the work was done. I was trying to clean the tub and water would not drain. After calling another plumbing company (Draingo) we were told it was a bigger problem and found out the line had been covered by Lining Coating and Solutions. I reached out to the company to get this problem resolved but they wanted to charge me more money for a mistake they made. I have emails of all the communications we had and how this company states that I said to cover the reinstatement aftertheir "master plumber" checked all the lines before completing the work. All I would like is this to be fixed by the company because it was their mistake without paying anymore money. I don't think that is too much to ask. If they still refuse to fix then I would like my money back and more as I will have to get another plumber to fix the problem. I will forward emails from this company to the BBB.Business Response
Date: 04/28/2025
LCS completed the work specified in the agreement we had with the customer, which was to rehabilitate a badly damaged pipe under her kitchen floor using CIPP (Cured-In-Place Pipe). This pipe was repaired. The repair required a decision be made regarding reinstating a connecting pipe. We ran water from all pipes in the house and could not see that the pipe in question was active--our camera verified that no water came out of this connection when all water services were turned on in the house. Reinstating this pipe would have meant cutting into the customer's wall, which was not part of the original scope of work in the contract and would have been an added expense. We discussed this with the customer at the time and they agreed verbally that the repair should proceed without cutting into the wall since the connecting pipe appeared to be abandoned.
The customer then contacted us several weeks after the repair to say that the pipe wasn't abandoned after all; it services an upstairs bathroom. We agreed to return to the house, cut into the wall, and reinstate this pipe connection for the labor cost, which is the same cost we would have added to the invoice if we had done it during the original work. The customer refused this offer and threatened a lawsuit if we didn't do the work for free. Our aim has always been to resolve this issue amicably. Our offer to do the work for labor cost remains open.
Customer Answer
Date: 05/02/2025
Complaint: 23258327
I am rejecting this response because: they told me that the line they covered was not in use. Their master plumber owner ***** ****** was the one who told me this information. After calling and telling them that they covered the line to drain my tub they said they could cut into walls but might cut into my lining that I just paid over 6000 for. I dont feel like I should pay for labor when it was their mistake. Thats criminal! I want the job completed correctly with me and my husband to not come out of pocket anymore. This is not too much to ask.
Sincerely,
***** *******Business Response
Date: 05/02/2025
We are sorry to hear that you do not accept our explanation and offer. We were simply doing our best to complete the job at the lowest cost for you. We are still willing to return and do additional work under the terms we have explained to you.Customer Answer
Date: 05/02/2025
The response by lining coating solutions is not acceptable. They covered a line that was in use after telling their customer it was a dead line. All Im asking is for them to fix mistake and guarantee my liner wont be damaged. It was the companies mistake and it should be fixed on their dime. I cant believe they are making their customer pay for a mistake they made. It truly is criminal. They should be apologetic and fix asap.Customer Answer
Date: 05/05/2025
The response by lining coating solutions is not acceptable. They covered a line that was in use after telling their customer it was a dead line. All Im asking is for them to fix mistake and guarantee my liner wont be damaged. It was the companies mistake and it should be fixed on their dime. I cant believe they are making their customer pay for a mistake they made. It truly is criminal. They should be apologetic and fix asap.Customer Answer
Date: 05/13/2025
This is insane. The BBB tolerates a company to damage property?? We are unable to use our bathroom as this company covered the drain line. The BBB expects customers to pay even more money to fix a companies negligence? This is criminal.Customer Answer
Date: 05/14/2025
From the CONSUMER:Sent 5/13/2025 8:26:56 AMThis is insane. The BBB tolerates a company to damage property?? We are unable to use our bathroom as this company covered the drain line. The BBB expects customers to pay even more money to fix a companies negligence? This is criminal.Business Response
Date: 05/28/2025
***** ******
When we originally did the work, everyone was made aware of the pipe in question and even the costumer stated that we did everything we could to see if the pipe was active. The costumer was told at the time the work was being done that if they wanted the pipe cut back open, we would have to cut wall and get into plumbing from the back side to reinstate the pipe and there would be a charge. We ran water in all the pipes upstairs and down and never got water out of the pipe, so it was decided by all to leave the pipe plugged. Now almost a year later you have a stopped-up drain, the pipe we lined is still working great but the pipe that we all talked about and decided to leave plugged off is thought to be the problem, you want us to come out at a no charge to do the investigative work, cut walls, cut pipe, run camera's and if it is the pipe then reinstate it for free after we told you it would be a charge back a year ago when we were on site doing the other work. *** agreed to come out to your house for labor cost and material cost only to do the work with not equipment charges and you want it for free. We would go out of business if every time we touch one pipe in a house it makes us responsible for every pipe in the house. We are a very open about what we find and what we can do. We give good honest prices and stand behind our work, but we cannot take responsibility for every pipe in the house. I'm telling you if you pay my direct cost with no mark-up, I will come try and help you with the problem and that's still not good enough. If you change your mind, please contact us, I have a few men in town this week.
Customer Answer
Date: 05/29/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution. I will be waiting for them to call and schedule a time with my husband ***** at ************ to get the pipes repaired and back working.
Sincerely,
***** ******* and ***** ****************************************************, ** 38138Customer Answer
Date: 06/09/2025
I have yet to hear from the company about repairs. Im reaching back out hoping they will keep their word. Please call ************ to repair the damage. Thank you. ***** *******Customer Answer
Date: 06/10/2025
Most Recent MessageDate Sent: 6/9/2025 6:04:03 PM
I have yet to hear from the company about repairs. Im reaching back out hoping they will keep their word. Please call ************ to repair the damage. Thank you. ***** *******Business Response
Date: 06/10/2025
I left a message on May 30th, and I just spoke with **** and he said he would be reaching out to you this afternoon.Business Response
Date: 06/10/2025
I left a message on May 30th, and I just spoke with **** and he said he would be reaching out to you this afternoon.
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