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:10/25/2024

  Type:Sales and Advertising 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.

  The first service call to clear the main drain was performed in January of 2024. They showed me a bucket full of roots that were removed from the main drain. They said they ran a lot of water down the drain and it was working fine. I was charged about $225 So I mopped the concrete floor, it was soiled, and I subsequently laid down new padding and carpet. Tenants moved in July 1st. Within two weeks sewage was backing up like before. So I called out Dynamerican for the second service call. This time the workers stayed about 6 hours on an open credit card and charged about $675. They said they removed a lot of roots and it is clear. They also went ahead and removed the basement toilet to clear that line as well even though I didn't know it was blocked. They were unable to remove the auger and they left the auger in the drain under the toilet. They told me the drain will need to be repaired by excavating the front yard and they would give me a price for repairing the main drain and to break up the basement floor to repair under the toilet. They never gave me a price and the sewer was still backing up! They also deeply soiled the brand new carpet that cost $600 installed. They soiled the carpet on the stairs and tracked a real mess across the living room floor to the front door. I had an excavator out to put a camera down the drain to give me a price to repair the drain and they found the drain was augured clear 45- 50 feet out. But the drain was blocked by roots at ***** feet out. They also removed the auger from under the toilet. I had another company out to auger the drain and use a camera. They said it doesn't need repaired. Simply auger it out every two years and it will be fine. I called Dynamerican and told them what happened. I said I would like my money returned including the price for the brand new basement carpet. I was told the manager would call me back. I never received that call.

  

  Business Response

  Date: 11/17/2024

  I've left customer a voicemail and an email this past week and have not heard back. I will follow up again this week 

   

   

• Initial Complaint

  Date:07/11/2024

  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.

  in Feb of this year (2024) i called Dynamerican to check septic system due to high water level. technician stated that my pump had failed and needed replaced. he replaced the pump that day and drained excess water for a total cost of $555.00. in june 2024 i noted that the water level was up again and could not hear the pump. i called Dynamerican to come back out as the pump had 2 year warranty according to the technician who replaced it in feb. I was told that there would be a service call (which has normally been around $60-80 per previous visits in the last couple years). technician came on june 7, 2024 and stated that new pump had failed and would be replaced free of charge due to warranty. He also did not know whether 2 year warranty period started again on date of new pump installation. I was charged $225 (service call and labor) for a replacement of a pump that was put in less than 6 months ago. Nearly half of what i paid in feb. I was also told by the technician that it probably failed because my filter was bad.
  I was told nothing about a bad filter in feb or last year when the tank was emptied and system inspected -exactly 1 year prior to this). was also told that they are not allowed to replace the filter because medina county will not let them but had no explanation as to why.

  

  Business Response

  Date: 07/29/2024

  tech was getting the pump to work intermittently so tech was trying to see if he could clear the internals of pump, when he could not, he installed new pump, and that part was under manufacturer warranty. And charged for 2 hours labor which was time on site. 

  Whether pump or hot water tank or some other part the manufacturer warranty on product is always longer than the labor warranty unless you pay that company for extended labor warranty. 

  The up-flow filter is slowly deteriorating and will get worse from year-to-year visit to visit, but they are not part of septic code anymore so when it completely fails it can't be replaced with another up flow filter. 

  I did speak to ********* and gave her better explanation of why up flow couldn't be replaced and we have sent her back $135.00 as well. 

   

   

   

• Initial Complaint

  Date:06/23/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Dynamerican installed complete new septic system on May 1, 2024. Septic discharge drain runs across neighbor’s property where a leak was discovered by water pooling on their property after my septic installation.
  
  In August 2023, the Health Department was paid to come out for new application for new system and they scoped existing discharge line. It was ok to use and exit to Black River along with other neighbors. Dynamerican’s Original estimate rerouted exit drain 150’ to front of house to a ditch which neighbor and I did not want. I paid Dynamerican in January 2024 to also use camera and jet flush exit drain to approve its use. It was ok. These were additional fees for scoping and jetting that I paid. I ask about a revised estimate due to 150’ for new exit would not be used and was told the old estimate would not change. They connected the new system drain to the old drain at property line.
  
  Dynamerican says they did not touch the drain and not their responsibility to correct leak. Was told new system has pressurized exit and no longer is gravity fed. Health Department says it is grey water so they have no concern. Dynamerican put green dye down my system and it did leak green in wet area which to me means it is from my new system and should be corrected without me paying them more to locate problem.
  
  We have worked together amicably until this point but don’t feel i should have to pay more to Dynamerican to solve the problem. So far neighbor has been understanding about leak but I need a solution and feel Dynamerican is responsible to fix.
  
  In addition, I just found where I made deposit of $250 last October that was to be credited on final bill. I don’t find that credit and should be mentioned at some point.
  
  Please contact me if this is unclear.

  

  Business Response

  Date: 07/08/2024

  The health department was out in August and said to tie to existing discharge line, but they didn't scope anything. They don't do that or have the equipment to do it. We did want to go to front ditch because of the unknowns on this line and that it goes well into neighbor's property, and we don't have contract with them to do anything on their property. So, we first camera line and couldn't see because of so much sludge. We then jetted and camera line and it cleaned up and didn't back up but couldn't get all the way to discharge point. On 7/2/24 I stopped and spoke with **** and told her we would be out on 7/5/24 to jet and camera from pipe at other end with neighbors' permission and at NC to them. We did that and found that the 4" clay pipe just dead ends right before 8" perforated corrugated pipe and is not tied into it. This is couple hundred feet from where we dug. So, it looks like when 8" pipe was installed years ago no one tied in the clay tile pipe. Before it was a gravity system, and a little water was used a little water would drain out and leach out clay tile and some into perforations of 8". Now new system is pumping 50 gallons out at a time and coming at a higher velocity and volume causing it to surface at the end and then slowly drain away. We dug up where the 2 pipes meet, and you can clearly see this. 

  But this is why I didn't want to tie into this line in the first place because it's an old existing line and was trying to avoid the issues of the old line becoming our issue even though we never touched it. 

  So, I will contact **** and look at tying these 2 lines together. But this had absolutely nothing to do with the work we did. 

  Customer Answer

  Date: 07/12/2024

   I am rejecting this response because:
  
  
  
  I need to clarify what Health Department originally did when drain line was approved.  My grandson reminded me they put a dye in my old septic tank and we ran water from faucets in house to flush it through.  I paid for this plus the permit to Health Department.  They said dye came out the drain discharge area and recommended using same line. Dynamerican did recommend not using it but to run a new drain 150’ to a ditch in front of house.  This would have to cross the same neighbor’s property to the front and would cause other problems.  We both preferred the old drain line and neighbor gave permission in writing to use and maintain it whenever needed. 
  
  This is why we paid extra for Dynamerican to scope and jet flush to see if it was useable for them.  Their worker even said a lot of sludge came out where it discharged but was all ok to use.   Dynamerican would not change my estimate when 150’ of new drain line was not needed.  How many times does it need scoped and jet sprayed at my expense to be useable?
  
  I originally called to see if we could find a solution and do appreciate Dynamerican coming out and working with me to find the problem at no additional cost.  This is the first I have heard that my line dead ends prior to being connected to existing corrugated drain pipe before draining over a hill to stream.  Neighbor was with them when they came out and dug hole when they pinpointed where it was leaking. From what I am understanding, my clay tile does not just stop with no connection but problem is on the entry into corrugated pipe. Neighbor said worker said it was a finger hole break where it connected to corrugated pipe, and he would talk to his boss on what to do.  I want to add that Neighbor told me the two men that worked on it from Dynamerican were very professional and confident they knew and understood problem.  Dynamerican did not come to my door to tell me what they found. I placed a call and left message on July 9 to see what their diagnosis was and how we should proceed.  No response so far which is not like them.  I then received  your email and their response.
  
  I would say this is not done yet, and we still need to work together to finish to everyones satisfaction.  In the meantime, there still is a small dug up hole on neighbors property and still a leak.  Also, I believe it is time for them to level the dirt out in my yard as dirt has settled since May 1st installation.
  

  Customer Answer

  Date: 07/23/2024

  Dynamerican has contacted me and completed the drain repairs at no extra costs to me.  Also, they completed a rough grade on my yard area where it was dug for septic.  So far, I think ***** from Dynamerican and myself have reached satisfactory solution with no problems.   Hopefully, the leak has been corrected and neighbor is satisfied.  I think level minded communications on the part of all parties was the key to success of this solution.
  

  Thank you, ***** and his worker, ****** (Dynamerican).

• Initial Complaint

  Date:10/09/2023

  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.

  I called Dynamerican for a backup sewer last March 2023. I paid $225 for the service and I was advice by their technician that maintenance should be done every 2 years. Six month later I called them again September 10 for same problem. Their guy came and the first thing he did is ask if he could use my bathroom and I said yes because I thought hes going to pee but he is actually pooping. I called them for a backup sewer and this guy is pooping like what is wrong with him. After hes done he went outside and start working almost an hour later he is done charge me for $385 left my house at around 9:40 pm somewhere around there.. I made a complain the next day. Didnt hear from them for two days so I called them and their receptionist says she saw the message but didnt even bother to call me. She said she will tell her supervisor to call me. I got a call on the fourth day from the supervisor and told me he will cut me a check for $160 which I was ok with it and he said he will send someone to check whats going on inside my sewer and its up to me what I want to do after. I was told it needs to be jetted because of the roots. But then last night I have the same issue I have a backup sewer yet again its not even a month. So I called the company again And I told their receptionist that I have the same issue and told me how much would it be. I told here that I shouldnt be paying for the job that wasnt even done right the first time and the second time. She told me that its been a month I told her its not even a month. Either way I shouldnt be calling them for the same problem every month and keep paying them for not doing their job properly. I will never use this company again.

  

  Business Response

  Date: 10/19/2023

  Hello,

  I just called and left *************************** a message to call me. I was not aware she had called again within the last couple weeks and that she was backing up until I received this letter. The employee who used the bathroom was a newer employee and has been talked to. Needless to say, that was not acceptable. Which is why I refunded $160.00 and had the plumbing supervisor go and camera the line at no cost (typically a $200.00 charge). This is a slab home so sanitary line is very shallow and there are 3 big trees in front yard and sewer line is **** and runs right through where trees are located. I have no problem going again and snaking the line again at no charge to get line open again. But tree roots are going to keep growing back and get thicker as they get cut and re-grow. The only permanent fix is excavating and running a new sch35PVC SDR sewer pipe that won't let roots grow in. You can use jet w root rat and camera to get these cut out or you can try snaking w camera to remove roots but that will take hours. Reason for camera is to keep finding spots where roots are and working those spots to remove or you won't be able to tell if there gone or not. Some spots will be stubborn. But they will still grow back. And snaking as we did usually works but sometimes you need to do more jetting or excavation. But we don't jump to the more expensive options right off the bat we try to do it at a more cost-effective way for the customer. we can or won't pull up with jet or excavator and say ok we will fix your problem but will be hundreds or thousands of dollars. We always try to go the cheaper route cause more often than not that will fix problem and let customer know that you might want to plan on planning replacing this line before too long, so they have a chance to prepare for those cost. 

  ************************;

  Operations Manager 

  Dynamerican 

  ************

  ********************************** 

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

• Initial Complaint

  Date:05/22/2023

  Type:Sales and Advertising 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 5/17/23 I had Dyna America come out to unclog my drains and the job was not completed. To begin with I have never had my drains cleaned. The company did not assess what I needed down and how long my drain was. They technicians did not seem to know how to get the job done. They were unable to get the drain unplugged from the top and tried from the bottom. Which they were getting sediment out from the bottom. Their water was running low and they needed to refill. Once they had some water they went back to the top were they had no luck, instead of the bottom. The technicians told me that I had a clogged drain. Which I already knew. They handed me a bill for 500$ and said we gave you a deal we didnt charge for water fill up. I paid my bill and then called the company to talk with the manager. She told me that was all they could do. I asked why they didnt use a camera and her reply was they are to expensive to have on all trucks. She then asked me for my credit card number and stated you gave me a fraudulent credit card number. I gave my credit to the technician who copied the number down. She was very rude and was willing to send out the camera for an additional fee. I opted to forgo this option because the way I was treated by the manager.

  

  Business Response

  Date: 06/15/2023

  [BBB transcription via email]

   
  
  The job was.
  
  Jet the catch basin, it's filling up with water but is not running to the road.
  
   
  
  This is work order from tech
  
  Storm / downspout line clogged. Approx. 400' from catch basin to road. Jet 60' w/ button & all reverse from basin. Kept getting stuck at that spot. Jet ************** back up. Water muddy. Line not open. **** approx. spot of stop. Pics on ***********. (11:45 AM - 2:17PM per GPS. )
  
   
  
  So, the tech jetted from the basin and could not get past approx.. 60, so he went down to the road and tried jetting back up to problem and got approx. 350 and couldnt get through there either and appeared to be about the same spot. So he went back up to top and tried from there again because of being only 50 away from area and thought might have better chance getting through unfortunately did not.
  
   
  
  So he gave her approx. area he thought it was because he didnt have on his truck nor did she request a camera to locate exact spot. Not ************** van has a camera on it in all companies not just ours.
  
   
  
  And unfortunately, not all lines are going to be able to get open from snaking or jetting. If that was the case nothing would ever need dug up and this was black corrugated pipe its very flimsy and crushes easily so that probably was the case. But you hope for the customer we can get through.
  
   
  
  When she called in nobody used the word fraudulent, she was just asked if we could get the number again because it didnt go through, and we may have copied one number wrong or who knows but I think that was the case. 
  
   
  
  And when she called in we did offer to come out to camera and locate at the discounted rate it wouldve been if he had one at the time of the jetting. She declined.
  
   
  
  ***************** what he was doing and did nothing wrong that I can see. Now he had a trainee with him so it possible he was asking ***** questions and thats why she got impression he didnt know what he was doing.
  
   
  
  Also are GPS shows he was there 2.5 hours and did only charge for 1.5 hours.
  
   
  
  We shouldnt have to refund anything, but I guess if we need to resolve this then thats what will have to do.
  
   
  
  Thanks