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:09/13/2023

  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.

  Terrible service experience!!! on 09/08/2023, my initial request was for plumber to unclog my toilet, a problem he never addressed. Instead, he immediately diverted his attention to the valve, without even assessing the root cause of the clog. While he claimed there was a leak, no evidence was provided to substantiate this assertion, and no tools were employed to inspect my toilet. Furthermore, the inspector ****** stated that someone else from the company would need to replace the valve, leaving my toilet STILL CLOGGED and unresolved. On 09/11/2023, we had to find another plumber from another company and finally was resolved!!!! I was told that the clog is nothing to do with my valve and there is no leaking in my bathroom. This situation clearly suggests a lack of professionalism and raise suspicion about the plumber's intent from City Wide Sewer & Drain Service Corp. (AKA: Citywide ****************************************************************************** investigate this matter and issue a refund of $162.94 to me at your earliest convenience.Your attention to this matter is greatly appreciated.

  Business Response

  Date: 10/25/2023

  Better Business Bureau
  
  Re:Response to Complaint Case # ********
  
  Dear Better Business Bureau,
  
  I am writing in response to the complaint filed against Citywide Sewer & Drain and the case number mentioned above. We take all complaints seriously and are committed to addressing the concerns of our customers in a timely and effective manner.
  
  Upon receiving the complaint, we thoroughly investigated the issue raised by the consumer, and we would like to provide the following response:
  
  The customer called in for us to clear a clogged toilet bowl.  Upon arriving at the home ************** attempted to clear the toilet bowl with an auger.  This was unsuccessful so the next step would be to remove the toilet and electrically clean the branch line.  The water supply must be shut off to the toilet bowl for this to be completed. The technician found the shut off nonoperational and leaking. (we have video and pictures of this).  We gave pricing to replace the shut off valve and clear the clogged drain line.  The customer refused and paid our diagnostic charge that was previously explained to them when they called in for service. 
  The customer has already disputed their credit card payment so we cannot offer a refund. 
  Please refer to the leaking toilet shut off valve video taken by our tech as proof we had the correct diagnosis. 
  
  We understand the importance of customer satisfaction and strive to provide excellent service. In this case, we have taken corrective actions to ensure that similar issues do not occur in the future.
  
  Please consider this response as a formal resolution of the complaint filed against our company. We request that the Better Business Bureau update the case status accordingly.
  
  We appreciate the role that the Better Business Bureau plays in facilitating communication and resolutions between businesses and consumers. Thank you for your assistance in this matter.
  
  Sincerely,
  
  
  *********************************
  Manager
  
  ******** *********** * ********
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  **************
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