Complaints
This profile includes complaints for Modern Plumbing & Backflow LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 0 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:03/09/2023
Type: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.
I hired Modern Plumbing to service a main sewer line clog. They came to my house and rootered (snaked) the sewer line by removing our toilet. After their work, the toilet appeared to be incorrectly sealed, evidenced by sewer odor coming from the toilet. When I called to talk with the company the staff member was rude, stated incorrect information, and hung up on me. Their work was generally unprofessional, and they did not abide by the standards laid out in the ***** guidelines.
Business Response
Date: 03/24/2023
You actually did not hire Modern as stated. Several statements online are not accurate and are not truthful. We diagnosed a compromised sewer line. You elected to continue to use the line even though compromised. A seal on a toilet would never be under warranty if using this seal with a broken sewer line. It will clog and break the seal. I stated this on the phone. You were not happy that we would not come and repair a toilet seal. Again, my tech are exceptional and take pride in their work. We have several items to address with *********;
Official tech noted that **** signed-
Attempted to run machine through first bathroom toilet and got machine about ***** feet and hit and could not clear clog, pulled back a ball of roots.. appears the drain line has been compromised and will need to be repaired. Advised ho not to use until repairs are made, ** signed modern not liable if used before repairs and modern not liable for any damages or staining to the home due to the clog.
1- statement made online are not accurate based on the job description, pictures, and recorded phone conversations.
2- asking a tech to work for not charge also violate labor laws
3- IAPMO Standards - clearly state warranty is not expressed or implied. Again statements are not correct
4- ******************* cancel work order due to pre-existing condition. Policy was less than 30 days old
5- Based on *************** portal- compromised line has not been replaced
Summary- We explained to customer not to use drain line until repaired. **** signed invoice accepting these terms but proceeded to ignore, using the toilet has caused the seal to be compromised. Any return visit will return payment as discussed over the phone. This is not a valid warranty complaint.
Customer Answer
Date: 03/24/2023
Complaint: 19562433
I am rejecting this response because: I do not believe their response reflects my experience regarding their work, and does not reflect a reasonable response to the nature of my grievance.
Sincerely,
***********************
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