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:05/10/2023

  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.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   as the *** crew that came down to repair the main water pipe on 5/8/23 explained to the neighbors that when Liberty Sewer completed the repair on 4/26/23 the stones and gravel were returned forcefully and cracked the big main water pipe which the *** had to put on a large clamp and at the same time they also damaged my water pipe which as the attached picture shows it's adjacent to the clamp from the cracked main water pipe. Also attached is a copy of the 311 calls placed by the neighbors when they were getting heavy vibrations right after when Liberty Sewer completed its repair. As the evidence suggests that if Liberty Sewer was able to crack the main water pipe when covering the opening, our water pipe which is adjacent to the cracked main water pipe definitely suffered damage and therefore was found to be cracked when the *** reopened the surface. At this time we expect Liberty Sewer to take full responsibility for the damage and hardship and fully compensate us.

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 05/10/2023

  Yes, we did repair the neighbors sewer and had it inspected by a *** *** inspector. Which is protocol. There were no leaks at the time of the inspection and the leak that he is talking about did not start till several days later.  One has nothing to do with the other.  There was absolutely nothing wrong with the sewer or water at the house.  We responded back to the customer that we did the repair for because the customer heard a vibrating noise in his house. When the *** investigated two weeks later they found the leak to be coming from the house across the street not the house we repaired.  When *** dug the hole and there was a problem they would have notified us directly if something we did was wrong, They did not.  It is necessary for us to document ALL jobs. We have pictures to show there was no leaks when we were finished with our work.  

  Business Response

  Date: 06/23/2023

  All work was completed as per NYC DEP and NYC DOT rules and regulations.  We had nothing to do with this issue.

   

  Thank you.

   

   

   

  Customer Answer

  Date: 07/03/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
  

  As stated previously, Liberty
  Water and Sewer had been negligent and did not follow the DEP & DOT
  guidelines when they repaired the sewer problem by using heavy machinery and
  refilling it with gravel and stones. There is video footage showing the
  negligence.
  Liberty Water
  and Sewer claims the leakage happened 2 weeks later but the attached testimony
  from the neighbor shows that the water supply was vibrating immediately, and a
  311 call was placed at the same time.

   Therefore, Liberty Water
  and Sewer should be held fully responsible since they violated multiple DOT
  & DEP rules, and cracked the water main with our adjacent water supply
  pipe, and compensate us for the damage and hardship. 

  
  

   

  
  

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:10/19/2022

  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 Sept 27nd American Water Resources (A company I have my water mainline protection plan with) send out a subcontract Liberty Water and Sewer to replace my main water line.As part of the work they told me that they have to cut my fence and I agreed. During the process they have to excavate my lawn and they placed the excavated materials on the ground (garage area). After the work was completed and they line was repaired they check if I was getting water and everything was verified they began refilling the excavated area with the dirt from the ground. During this phase of the operation their excavation machine bucket hit my wall and cause considerable damage to my wall.Immediately the excavation operation stop working and he said he was sorry. I can see the emotion on his face showing that he was really sorry. He told me he does not like to damage people property and was really sorry. One of the employee, he said his name was "******" took pictures of the wall and said he documented it.****** told me to contact Liberty water and Sewer he said to contact an individual by the name ********** called Bill on the next day and he said to talk with American Water Resources they are not responsible.I reached out to American Water Resources and send supporting documents they opened a case and said they will investigate.On 10/11 I called American Water Resource to follow up and they told me that Liberty Water and Sewer said they had to take down the concrete column before doing the work. I explained that statement is not true and that they wall was broken after the work was completed and during the process whereby they were filling the dirt into the hole that was dug.Please feel free to contact me at ************ regarding any questions you may have.Customer: *************************** Address: ***********************************************Phone: ************.Email: ********************** or *********************

  Business Response

  Date: 04/18/2023

  During the course of the job it was determined that the pillar was unsafe and unstable to perform the repairs. It was removed as a safety compliance which is covered under the parameters of the warranty. According to the terms and conditions of the *** warranty there is no restoration on the property.